Magnet Trade

Reviews

• JC

  John Carr

  Jul 12, 2024
  1.0
  In March this year we ordered a kitchen from the Magnet Loughborough branch, it arrived on schedule on the 4th June. Due to the complete ineptitude and incompetence of the branch and customer service team, our kitchen remains unfinished on the 12th July. If there was a zero star option we would have used to explain how incredibly difficult and stressful our experience has been with a business whose philosophy is so clearly, 'we've got your money and we don't care.' When our kitchen arrived many parts including the Minerva worktop were missing. Our kitchen fitter was forced to visit the branch almost every day to collect spares and additional missing parts. We were forced to reappoint our Minerva installer because there was no worktop for them to install. When the worktop finally arrived our installer refused to install it because it was already 3 - 4 years old. The manufacturer had gone bust so the warranty would be invalid. Despite so many parts missing we did receive a large pile of random parts we assumed were for another customers kitchen. We were forced to store the old Minerva worktop and the parts for several weeks because Magnet would not collect them. After innumerable emails, phone calls, threats of a formal complaint our kitchen has reached a point where it is about 80% finished. our kitchen fitter has understandably moved on to other projects and will not return for several weeks. The branch staff lied blatantly about this claiming that he would be arriving today to install the outstanding missing parts which also arrived this morning. Not really a problem because exactly as expected no one at the branch bothered to check the delivery so we have received waste bins that are already damaged, doors with no hinges, no base unit to install the bins in to and lengths of plinth and cornice with no one to install them. Throughout this thoroughly depressing experience, the branch team have acted like our kitchen has nothing to do with them, frequently responding in a manner that suggests we are a nuisance. The customer service team have continued to thank us for our patience, but have achieved absolutely nothing. I cannot stress just how frustrating, stressful and upsetting dealing with Magnet has been. We have no clue when our kitchen will be finished and are completely sick of receiving lies and platitudes. Having lived in a bedroom for several weeks our only option is to start using a kitchen with numerous missing parts and hope that this review wakes up someone senior at Magnet. I can only suggest that if you expect support, customer care, a speedy resolution, an accurate order, parts that aren't broken or very old, you try a different company

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