A Newcastle couple have told of their frustration after they claim they have been forced to live without a fully functioning kitchen since February. Barry and Jane Sanderson, of Walker, said the hold-up had turned their dream kitchen into a nightmare and they they are now so fed up that they say that they have several times asked DIY giant Wickes to rip out the new kitchen, but claim that they have refused.
Barry, 64, said they also felt they had been misled by Wickes, North Shields over the finance they had agreed to take, as, he claims, they were told that the finance company, Barclays, would not pay Wickes for the kitchen until it was installed to their satisfaction. Yet he says that payment was transferred when he and Jane were living without an oven or microwave, which he does not consider to be a working kitchen.
"It's way beyond snagging - yet Wickes have also advised me that because I have a sink and a hob installed that no compensation will be given as this is deemed as a working kitchen," said Barry, who works for the DWP.
Read more: Average home now costs nearly nine times the typical salary
Both Barclays and Wickes have apologised to the Sandersons, and have said that the outstanding issues will be resolved early next month - more than seven months after the project was started.
Wickes stripped the couple's old kitchen out on January 29, and fitting the new one began on February 10. However the work ground to a halt just two days later, when Barry says the wrong worktops were delivered. After talking to the fitter, they decided to change the worktops, as they claim they were not informed in the shop that the ones that had chosen were prone to staining and would have to be maintained with abrasive creams and pads.
"We were then told that there would be an additional £2108.12 because of the change of worktops, which I thought was extortionate," said Barry. "Wickes then offered a £600 discount as a gesture of good will, but there was still no date for completion. So we were left with with only a hob and sink and a partially fitted kitchen, then we heard that in April that Wickes had received the payment from Barclays, despite me calling Barclays to say we were not happy at all with the situation.
"I was told much later by Barclays that the terms and conditions of the financial agreement state that Wickes can be paid on delivery or partial installation of the kitchen, which is absolutely not what we were told by Wickes, and we would not have taken finance out on that basis. We were happy to pay in full for the kitchen but thought that Wickes would have an incentive to finish everything off to our satisfaction if they would not be paid until they did so.
"We have been told on three separate occasions that a fitter would be in contact or be arriving to sort things out, and three times we have either heard nothing or no-one has turned up. It has got to the stage where I hate this kitchen. It was meant to be a dream but it's turned into an absolute nightmare. I was diagnosed with cancer at the end of last year and Jane is in the process of preparing to donate a kidney to her brother - the stress of this is the last thing we need."
A Wickes spokesperson said: "We are very sorry to hear of Mr and Mrs Sanderson’s installation issues as we always aim to carry out our work to a high standard. The delay to the kitchen installation was caused due to changes to the worktops. Following delivery of the worktops, Mr Sanderson was advised of the necessary care and high maintenance required for the material chosen. A request to change the worktop style was made, however as they were the same material, a goodwill gesture was offered to help cover the costs.
"Mr and Mrs Sanderson have since chosen laminate worktops as a replacement which are being installed at the beginning of September. Our customer relations team have been in touch to arrange for the oven to also be installed within the next week, however Mr and Mrs Sanderson are keen for all remedial work to take place at the same time. A new point of contact has been assigned and remain in contact to ensure this is completed to the highest possible standard."
A Barclays spokesperson said: “We are very sorry that Mr Sanderson has had cause to complain. We have received confirmation from Wickes that the remaining work will be completed in early September 2022. Therefore, as a gesture of goodwill, we have extended the first payment due date for the loan until September 2023, to ensure that Mr Sanderson has a full 12 months from the kitchen being finished before having to make any repayments. If the installation is not completed as expected, we have invited Mr Sanderson to get back in touch with us, and we will review the first payment date again.”
Now read:
- New call to scrap standing charge as families struggle with energy rises during cost of living crisis
- Exact date you’ll need to submit meter reading before bill hike
- Call to halt new recycle law amid fears of £60 grocery bill hike
- UK households throwing away £572 worth of food each year, new survey suggests
- Woman sets up food bank for dogs so owners can feed them during cost of living crisis
