a month ago

Faulty worktop and poor communication from Thornliebank (Glasgow)

This issue has been rumbling on for 2 years at the Thornliebank depot in Glasgow. It all centred around a faulty worktop which was installed in 2020 by our joiners. On reporting a fault the worktop which was at the time discontinued was replaced and installed and replaced by another joiners. Great service although slow we understood with impact on srvices coming out of the pandemic. The same fault occurred with it raising at the edges. We reported this again but it took numerous emails and phone calls from my wife to speak to the manager. This rumbled on for months with no resolution. The joiners said it was not a fitting issue (2 different joiners installed) with same result and Howdens said the worktop is not faulty. This deadlock continued until we were finally offered the original cost of the work top back in 2020 which would not buy a new one today. We would also have to pay for the installation at an approx cost of £1200-£1500 to fix the issue of there faulty worktop. I emailed the store manager requesting contact details of the regional manager so we could dicuss this matter and try to get a resolution. The store manager never replied to my email. I then contact Howdens head office customer service who then spoke to the store manager and regional manager with no change in stance. The customer service team at head office were very supportive and actively wanted to get a positive outcome. Finally 2 weeks ago I was told the regional manger was going to speak with me and the case was closed. Its 2 weeks later and the regional manager has still not contacted me? Would I use Howdens again, no. Would I put people off using them? Well I would say you will be fine unless something goes wrong. The communication we have experienced has been between lack of respect to the customer to incompetence. Avoiding and not dealing with things has left us drained and increasingly angry.

Matt

3 months ago

Great as always!

Great as always!

HC

4 months ago

Great service and great prices

Great service and great prices. David and the team are ivery helpful.

HC

5 months ago

Thornliebank depot is definitely the…

Thornliebank depot is definitely the friendliest and most experienced of all

John Devine

5 months ago

Always a pleasure to deal with the guys…

Always a pleasure to deal with the guys & girls at Thornliebank. They are always trying their upmost to come up with a solution to suit my needs. The service level is simply fantastic.

Iain McLaren

6 months ago

Always excellent

Always excellent, friendly service.

JRW Property Services

7 months ago

Extremely welcoming and hard working…

Extremely welcoming and hard working staff. Nothing is a problem and always happy to help.

CJM JOINERY

7 months ago

Simply straight forward and…

Simply straight forward and professional. I could not ask for a better service!! The manager went above and beyond to solve the problems that I was trying to overcome. Couldn't have got a better result. Thoroughly happy, fantastic customer service which is hard to find these days!

Iain McLaren

8 months ago

Excellent service from Don at…

Excellent service from Don at Thornlibank branch. Not so happy with the quality of the kitchen units as they chip too easily.

TNR PROJECTS

9 months ago

Guys at Thornliebank are always a…

Guys at Thornliebank are always a pleasure to deal with! Brilliant product knowledge and excellent customer service!....

Iain McLaren

9 months ago

Great service and prices

Great service and prices

HC

a year ago

Customer Service 5Star

Always helpful is there is a problem, And stock of product is always available .

IAIN TRIMBLE

a year ago

Breath of fresh air

Smart, efficient and speedy service.....its a breath of fresh air to get a service that you can rely on!!

Iain McLaren

a year ago

First class service

First class service, easy fuss free ordering, fast delivery. Quality products at a great price.

James McMahon

a year ago

New to Howdens’

New to Howdens’, sorry I left it so long. First class service. Excellent product.

Antony