"The worst customer service experience in ten years of living in NZ.
I bought a benchtop from Incredible Kitchens (Jag Kitchens) on September 1 and everything seemed to be very smooth. The template was done on the agreed date and all payments were collected in advance.
Incredible Kitchens (Jag Kitchens) booked my benchtop to be installed on the 15th of September and they asked for the old benchtop to be removed for the new installation.
The old benchtop was removed and I waited for the new benchtop to be installed on the agreed date, which did not happen. I tried to contact Incredible Kitchens (Jag Kitchens) during the installation day and in my first contact, they said that they could not get hold of the factory, but they confirmed that the installation was occurring later on in the day.
Around 3:00 p.m. on this same day, I tried to get hold of the store but they closed at 1:30 p.m., without following up on what happened with my benchtop, which I judged to be very unprofessional.
On the next day, Saturday, I got in touch with the store in the hope of getting an explanation to what may have happened and when I was supposed to have my benchtop installed. The person whom I spoke with ensured me that she would return my call within the hour with an answer, but the store did not contact me back.
On the following Monday 18th the factory, which seems to be another business or supplier, called me and they were very organized. At this opportunity, they explained to me that their booking was always happening on 19/09 and not 15/09 and that it was a possible mistake from Incredible Kitchens (Jag Kitchens).
On the 19th of September, I had my benchtop installed but up to this point, no one from Incredible Kitchens (Jag Kitchens) was in touch with me. We spent 5 days without a sink, water, cooktop and oven, cooking in a camping stove and washing dishes in the laundry and Incredible Kitchens (Jag Kitchens) never called us to give any explanation of what happened.
We understand that mistakes can happen, but at no point, did anyone have the decency of being in touch, apologising or supporting us in this process. Their response was just to leave it with the factory whom I had not directly paid the full amount in advance.
So, I believe if you are thinking of doing business with Incredible Kitchens (Jag Kitchens), it is better to find another supplier, they did not show any respect for us after collecting their payment.
My worst experience ever with a business in NZ."
21st Sep, 2023 • Rating by: Ricardo • Contact: Deyana • Job date: Sep, 2023