Howdens - Leek Reviews 60

Nobody ever bothered to tell me my item was in stock. Very poor customer service.

First class service helpful friendly staff reasonable priced products

Generally really happy with my kitchen from Howdens, Leek. I’ve had a few issues during the process but most issues have been resolved, just not all of them.

The design stage was brilliant and informative. Came away feeling really positive and excited. We had to have our kitchen put in to storage for a few weeks which was no issue at all.

Delivery day came and there was some confusion as to where the kitchen was stored. The driver had been told it was at Stafford when it was actually at Leek, which wasted a chunk of his time and meant we were no longer in at home to receive the delivery - thankfully my kitchen fitter was able to attend.

Upon arrival, the fridge/freezer and larder were missed off the delivery. No problem at all, raised the issue and both were delivered promptly. What was odd was that I bought the fridge/freezer from the showroom (so ex-display), with the promise it would go in to storage with the rest of the kitchen. In fact this was sold to me on the basis that I could buy it now at a cheaper price as it needed to be moved. Turns out it was never moved and the staff continued to use it in the showroom. Not the best as from the point of sale, I owned that fridge, but everyone else was looking at it and using it for weeks. My joiner even joked ‘it wouldn’t be a Howdens kitchen if everything arrived the first time…’

Next I found out that I was sent the wrong size drawers and only had one plinth drawer delivered instead of two. It turned out that I could only have one plinth drawer anyway, as the design for the second drawer did not marry with the space available to fit it. I really did want that second plinth drawer but nothing could be done unfortunately.

I found a few panels had scratches and damage even after removing the protective plastic. Again, no big issue as I removed them and took them back to Leek to be swapped. This was all fine on their end, it just took too many visits to get the correct replacement panels. The first visit was to return the damaged panels and return some spares for a refund, and order replacements. I also had no hinge cap covers delivered when fitting so had to chase them. The second visit was to collect the panels and caps, but turns out the panel was wrong. Third visit was to return the incorrect panel and return another damaged panel. Fourth visit was to collect the replacements. Throughout the returns visits I emailed Howdens Leek to pre-warn them of what I would be returning and why. At first they were great, but after the second visit they stopped replying.

I have since contacted them again as the fridge/freezer is missing some of the internal cover clips to hide the hinges etc., but again I’ve been ignored. I’m not chasing them anymore. I’m disappointed. I’ve spent £12k on a very modest kitchen, I really don’t think I’m asking too much.

Overall I would say that the design process was great, they make you feel very welcome and at ease. I think it’s odd that you only get to see the price breakdown once at the point of purchase, and aren’t allowed a copy of it. I understand it’s because they only sell to trade but ultimately I’m paying for it, so I’d like to know exactly what I’m paying for (not just the once). The delivery process could have been better because of missing items and the promise of the fridge going in to storage.

The staff at the depot are all very helpful and friendly when spoken to in person, a couple of issues arose with wrong replacement items being ordered but eventually rectified. The after sales customer service via email has been poor, no replies for weeks now and I’m not willing to go in to branch yet again.

Happy with what we’ve got. Few issues along the way. Poor customer service regarding after sales via email. Unfortunately the lack of contact would put me off going to Howdens again for a future kitchen.

Great staff

The service us exceptional Jasmin looks after us and us do knowable about all products
The products are exceptional quality for a good price
Would recommend Howdens to anyone

Very helpful

Fast & efficient service & good value in the sale

the staff at leekbrook were 100% ,any questions ,changes, additions ,were always there for us ,we self fitted our kitchen ,with the help of a joiner friend,and hit several snags ,,but the staff were fantastic in every way , and kitchen now looks fantastic .

The whole team at the Leek branch are amazing. Everyone has time for you and nothing is too much trouble. I send my clients in to make choices regarding their kitchens and I trust that Sharyn, Richard, Kyle and Jaz will do their best to help them with the best possible outcome and deal for whatever their needs and budgets are.

Helpful staff

Very professional team , Kyle sorted everything for us from appointment to kichen design, well done Kyle

Requested items supplied immediately from stock.
Transaction completed smoothly and efficiently

Howdens Joinery Leekbrook absolutely 💯 the staff from warehouse to management are brilliant. All the team go the extra mile.amazing kitchen. Great job guys, Richard James Dawson take a bow.

We ordered our kitchen in September 2024 and were told we would have to have it delivered in September (no problems). We had ordered a tall kitchen as our ceilings are over 2.4 meters, but when it arrived, it was all standard height, meaning I had to arrange redelivery. The people who came to swap the units didn't know which units they were supposed to be exchanging. In addition to this, I was told the delivery notes mean nothing and to sign them anyway, as there were items showing as not delivered which were and vice versa. I then spent 2 weekends attempting to check all the items, which was extremely difficult due to product codes not matching.

When it came to fitting, we used our own fitters; however, they found that the pull-out larder unit was missing a collection of parts and curved plinths were missing. The expectation from Howdens was that I would drive to collect these. It took 4 trips to successfully get the 2 curved plinths sorted. The pull-out larder unit took over a month to get sorted as the branch we used lied to us and stated there was not a 300mm pull-out larder unit, which was quickly disproved with a call to a different branch. We have cupboards which do not fit correctly due to Howdens' measurements, which has now meant we have 2 sinks as the original one is too large to work with the worktop. Before my kitchen fitter adjusted the unit to fit I called the branch with dimensions to confirm that the sink we had already purchased would fit and would still be appropriate with the worktop allowances. This was not the case. The resolution: drive down to Howdens and buy one from them as the templater was already at the house. There was an expectation that I had nothing to do that day and would be able to just go choose a new sink. I'm lucky enough to be able to work from home when things need delivering however, I had to leave work to sort the issue with the sink. When I returned with the sink, the templater barely waited for me to park before opening the back car door and removing the sink. As a 26-year-old woman, this made me feel uncomfortable as he hadn't asked permission but just assumed that it was okay, leaving me without my purse and phone, which I had placed in the sink to load it and left in there due to needing to return to work.

The waste kit sent with the sink is not for a bowl and a half and does not look suitable for any kitchen sink. We arranged a new waste kit, and again, the expectation was for me to collect. When I said no they asked if I would be at the property to receive it again. I said no as I was working over 30 minutes away. They then reluctantly agreed to have it delivered to a safe place. When we opened the kit, it was just the waste traps for the plugs and the sink plugs and the overflow pipe, nothing else. Luckily, we managed to use the waste kit from our original sink to get the Howdens one plumbed in.

Unless you want a full-time job babysitting and chasing Howdens, I would avoid.

I have been in contact with the Customer Services team, who only seem to be interested in the current issues rather than actually apologising for the generally bad experience

EDIT: It has now been over 2 weeks since the review, and at some point in the worktop fitting process, our cupboard door has been damaged, which was resolved surprisingly quickly, given how slow resolution with Howdens usually is. In addition to this, we have been given a £300 refund, great, you would think. I went to the depot to collect the door and get our £300 refund for the terrible service and another refund for a cupboard which did not fit and needed to be swapped for a wine rack. It took over 30 minutes to get the new door and some patch-up spray, which we had been assured was reserved for us and could be collected when it was convenient to us. The refund, however, was more difficult. I was charged the amount rather than refunded (luckily, I caught this via a bank notification before I left), I then had to get a refund for double the amount. However, the money was taken today, but there's still no sign of the refund. I have rung customer services this morning around 9:30 and was told they would investigate and call back. I still have not heard, and when I call them, I get told a colleague is dealing with it and will give me a call back.

Quick and easy purchase

Very friendly, helpful and efficient staff

Very helpful for me and my customer - from choosing internal doors and door handles - to delivery.

Massive thank you to Ryan. Going above and beyond helping us out. Even loaded the van.