We have ordered a full stave zebrano woktop (960mmm wide) for our new kitchen.
As this is an expensive item we asked for the cuts, rounding and oiling to be performed by worktop express.
On delivery we noticed that the offcut was split. We did not report the matter as we did not expect to receive it and had no usage for it anyway. After the installation (done while we were away) we noticed one and then a second cracks on our worktop (between the staves).
We contacted WE for the matter to be fix either on site or by replacing the worktop. After providing photos of the installations and filling in a questionnaire, WE refuses to assumes responsibility for the faulty item and invoke the following rationale:
1. The worktop needs to be oiled 4 or 5 times after installation, irrespective of it having been oiled in their workshop or not. I am unsure why they charge extra for the service and am very surprised that their oiling services falls short of your oiling requirements.
2. Our overhang is 300mm in line with WE guidance of an overhang of 200mm for a 620mm worktop and pro-rata for wider unit. WE argues than for a 55% wider worktop (960 vs 620) the overhang should be 55% of that of the standard size (not 55% bigger!?). Interestingly when I asked what would it be for a worktop 5% wider than the standard 620mm they replied it should be 5% narrower.
3. They argue that the installation is an acceptance of the product and refuse to cover defect arising subsequently.
this is a very disappointing outcome for the most expensive item in our kitchen. The complain process left us with the feeling that WE was trying to get out of their obligation and was disingeneous in their their argument and process.
As much as I like the idea of a full stave zebrano worktop I would not do any further transaction with WE and have engaged legal adviser to assist us in resolving the matter.
To be avoided at all cost !
I find the products range offered by SDS to be excellent.
It is not teh cheaper place to source ironmongery but theyr consistently offer the quality options I am looking for.
Further their delivery services is excellent with the update SMS and emails.
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