What should've been one of the easiest parts of the construction almost turned into one of the worst. We've discovered three mistakes in our kitchen, the latest being the sink model! An appointment with our kitchen designer was scheduled for Saturday, so we spent Friday evening going through all of our paperwork. Yep - they installed the R100 sink, not the RJ10 sink! And the handles? Bilma, not Bilma Straight! WTF???
Even though the company was in the wrong, I was still nervous and suffered a sleepless night on Friday. We've heard horror stories of people going back to their installers and being ignored, or handed some arcane set of terms and conditions that absolves the company from everything. How many months did we spend comparing kitchen sinks? The thought of all that research, only to get stuck with the wrong sink was depressing.
We've had a good experience with this company, which is why we were so disappointed when they screwed up. The garbage bin and even the handles I could live with but the sink was just WRONG.
Just in case they didn't own up to the mistakes, we went in guns blazing -- invoices, pictures, pdfs... and a back-up plan involving a social media blitz if they refused to own up.
We were pleasantly surprised. Our designer took responsibility for everything. She'd gone on vacation during the process and in the handover, a bunch of things got screwed up. And from her tone, it sounded to me like we weren't the only dissatisfied customers.
They're completely re-doing our kitchen counter to install the right sink, and we're being compensated for the handles and the garbage bin. They'll also pay for our plumber to come back in and re-install the faucet and garbage disposal. Whew!
We celebrated with a delicious lamb dish and rosé at a tapas place called Altar.
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