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Comments:
well its been a over a year since i had my kitchen from these guys, and after taking them to court and winning in 01/09, (which no suprise they did not pay) finally with the help of trading standards, they have paid me what i was awarded in costs and court fees. so did not have to go thru bayliffs (which was the next step).... may i never have to deal with a company like it again.
I wish I had read a bit about this company prior to arranging a kitchen from them! The kitchen itself, bearing in mind the low cost, is of acceptable quality (other than a few dodgy fixings which were easily available from Toolstation). The big problem with RSK is their aftersales service, or rather the lack of it. Something so simple as two missing and one damaged doors should be tackled simply by any company who values customers. It has taken almost three weeks of faxes and unanswered calls to (possibly, the doors have not yet been received) resolve this matter. After eventually having a call answered by customer services I was placed on hold at various junctures for the operator to double check measurements and spellings with a colleague. Call me cynical but perhaps it is profitable to keep me on the line for twenty minutes when ringing an '0871' number. This should have been sorted weeks ago, I for one will not be enlisting the services of Rock Solid Kitchens again, hello Wickes!
This is a letter to RSK describing our experience of them and our action...of course we never got a rely, this company deserves the worst possible publicity to put others off from dealing with them. I'll finish by saying that our kitchen fitter described the quality of our kitchen as the worst he had ever fitted; doors not right size for units, etc, etc...avoid this company and do not part with the £200 cash up front (or say goodbye to it if you have done so to avoid further stress).
Dear Ms Jones,
I am writing to inform you about my distressing experience with your company, that following a sequence of mistakes by your salesman and staff, has left me and my family with a kitchen that we didn’t order, over paid for it, and the added disruption of not being able to use our kitchen for a period of 1 month and still counting!!
Please let me explain:
- On the 2/04/09 one of your salesmen, Mr Jindi came round to our house and made the order with the wrong size of wall cabinets. I ordered 90mm units and he ordered 72 mm units instead.
- A few days later when we spotted the mistake on the measurements, I rang Mr Jindi and asked him to change the order. He then explained to me that the original model that we had chosen for the door design (Millennium) wasn’t available in the 90 mm measurement at that time because of the fire at your depot, and therefore we had to choose another door design. We then chose “Shaker” door design and the order was changed. We were told that we had to pay extra £80 for the change of measurements to the cabinets.
- On the 27th May, almost two months later since we placed the order, the kitchen was delivered and we paid the balance due £966. The following day when the kitchen fitters came, they realized that the units were 72mm instead of the 90mm that we had ordered. We phoned customer services on the same day and we were told that it had been a mistake and that it would be corrected but we had to wait another 3 weeks for the delivery. At this point, all our kitchen had been dismantled including sink and cooker, with the consequent disruption for our household.
On the same day we also spotted that we had been given 2 bridge units instead of the 90mm units we had requested. So we called Customer Services again on the same day and the order was changed again.
- From the 28th May until today 16th June we made 9 phone calls to Customer Services to check the status of the order, and make sure that this time they got the order right, since the change in the door model could lead to another mistake (as the base units were being fitted with the original door model Millenium) . During those 9 phone calls, and after explaining the situation over and over again to different agents NOBODY spotted anything wrong in the order, and we were simply told to wait 21 days. Some of the replies of your staff were:
The paper work couldn’t be found, possibly because the order was about to be delivered at any time.
They invited us to go to Manchester and collect the units ourselves!!
On 16th June I rang again as the 21 day period was almost over and we hadn’t heard from you. Finally somebody from Customer Services bothered to get the papers and realized that you ACTUALLY CAN’T MAKE 90MM UNITS BECAUSE YOU DONT HAVE THE MACHINES. She apologized to me kindly, but at this point as you might understand, an apology is just not enough. We have been putting up with having no kitchen for 1 month, endless phone calls to a service that takes for ever to answer the phone, and simply we are not prepared to let this situation stay this way.
The fact that your salesman doesn’t know what he is selling is to say the least remarkably worrying, and suspiciously deceiving; that, followed by customer service agents asking us to give extra money for a service that you can’t actually deliver is simply fraud. And to make matters worst, 9 different people overlooking the details of the order and just making us waste our time, our money and causing such disruption, hassle and stress in our household that would be difficult to be compensated with money.
Since talking to your agents doesn’t seem to take us anywhere, as apparently your company policy is not to give any refund to customers whatever the circumstances, simply I want to let you know that unless I hear from you in the next 7 days, with an explanation, apology and reasonable solution to this, I will do anything in my power to spread the news about your “trading practices”, involving any Regulation Body , local press and of course national television through Watch Dog.
Oh dear! Well it seems as though I am not alone in the bad luck I have had with this company.
I ordered some Solid Oak worktops from Rock Solid & approx 1 month after delivery was due & the worktops had not appeared I began to worry.
I called every day, & everday was promised that somebody would call me back; they never did!
When I finally did get through to somebody they explained that there had been a fire at the warehouse & that they could offer me Birch instead of oak. I refused & asked for my £200.00 deposit back. It was then that I searched online & found hundreds of reviews where people had been in the exact same situation.
Trading standards instructed me to write a letter requesting my deposit back in full within 7-10 working days. No answer from Rock Solid yet; next step will be small claims court!
Apart from the fact you can never get through to them , they are rude, lie & just fob you off with excuses.
Please don't use this company. Pay a little bit extra & get proper service. As they say 'Pay peanuts, get monkeys'.
never ever use this company. after a two day delay on delivery kitchen arrived at 10.30pm.half the parts were missing or wrong parts no taps no plinths 2 cupboards short no handles the list goes on and on.promised parts never arrived customer services wont answer calls.please dont waste your money.trading standards are well aware of this company i wish we had known before hand.
i baught a kitchen from this company 8 weeks ago,when it was delivered parts were missing doors scratched pannals cracked.i rang rock solid and was told the parts would be delivered within 5 days ,wich turned into 6 weeks and i still have not receivd them,all you get is lies when you ring.i would advise anyone thinking about buying anything from rock solid.dont dont dont,it will be the worst move you ever made.the kitchens may be cheap but they are not far of firewood.i just wish i had seen this sight before i baught my kitchen,i would have shopped elsewhere....you have been warned
I just cant beleive all of these bad comments!! i am very shocked as i thought that rock solid were great. i know a fair amount about kitchens as my brother fits them. So i had him at my house when the designer turned up, just so i didnt get ripped off. Even my brother couldnt beleive how much we had been quoted, 2 grand under what howdens wanted to sell me a kitchen for. And i got it supply only because my brother was fitting it. Three weeks from design to fitting and it looks great. In all honesty i wouldnt of bought anything from them had i seen these reveiws first but in a way i am kind of glad i did. I found this site through google after i googled rock solid, only wanted to send them an email saying thanks with a coupkle of pictures of my kitchen, but seeings as i found this, i thought id cut them a break because in retrospect how many people buy things that they are happy with and then log onto forums to tell everyone how fantastic the company was?? not many!! but when i got ripped off by carcraft i was straight on these types of forums
we ordered a kitchen off these people in February - after four postponed deliveries and excuses we finally got it on 23rd May at 8pm! The kitchen fitter told us the quality of screw fittings was poor, screw holes didn't line up etc. The dish washer was dented, work surface scratched, two doors missing, other doors were the wrong size, pelmet - was white instead of cream. Part of extractor hood was missing. My wife rang up to complain, said someone would ring back. they didn't. tried for hours to get through, and when she did get through and explained who she was - they hung up! Finally phoned another section of the company and have asked them to tell their customer service section to ring us back. i don't reckon we will get much joy out of this company. In hindsight, 'you get what you pay for' and I would not suggest that anyone deals with this company. Better to pay more and get what you expect. definately, not recommended!
I ordered a kitchen from a guy called tony who seemed good. The kitchen turned up late in october 2008. It was all flat packed when it should have been made up. There were so many boxes, that I couldn't go through them all. My kitchen fitter has had a nightmare trying to put the kitchen to gether. I couple of weeks I lied to RSK and got another fitter round who did manage to get some of my delivery sent to me by Parcel Force. But am still trying to sort it out. I can't find them listed on Companies House. Does anyone know their registered address so I can take them to small claims court?
Are you aware that each time you get to their site by clicking on the sponsored link on
Google they actually pay google a fee. So it pays Google to keep them going.
I have missing and damaged parts to my kitchen. I have called and emailed but so far no luck. I do not believe that I will ever get my parts replaced or the missing boards/doors. I cannot belive I have been such a fool.
Add a comment about this blagger
Visitors to the site are reminded that the details contained within user comments are uncorroborated and as such should not be read as fact but as the opinion of the person who left the comment.
Comments:
Dear Ms Jones,
I am writing to inform you about my distressing experience with your company, that following a sequence of mistakes by your salesman and staff, has left me and my family with a kitchen that we didn’t order, over paid for it, and the added disruption of not being able to use our kitchen for a period of 1 month and still counting!!
Please let me explain:
- On the 2/04/09 one of your salesmen, Mr Jindi came round to our house and made the order with the wrong size of wall cabinets. I ordered 90mm units and he ordered 72 mm units instead.
- A few days later when we spotted the mistake on the measurements, I rang Mr Jindi and asked him to change the order. He then explained to me that the original model that we had chosen for the door design (Millennium) wasn’t available in the 90 mm measurement at that time because of the fire at your depot, and therefore we had to choose another door design. We then chose “Shaker” door design and the order was changed. We were told that we had to pay extra £80 for the change of measurements to the cabinets.
- On the 27th May, almost two months later since we placed the order, the kitchen was delivered and we paid the balance due £966. The following day when the kitchen fitters came, they realized that the units were 72mm instead of the 90mm that we had ordered. We phoned customer services on the same day and we were told that it had been a mistake and that it would be corrected but we had to wait another 3 weeks for the delivery. At this point, all our kitchen had been dismantled including sink and cooker, with the consequent disruption for our household.
On the same day we also spotted that we had been given 2 bridge units instead of the 90mm units we had requested. So we called Customer Services again on the same day and the order was changed again.
- From the 28th May until today 16th June we made 9 phone calls to Customer Services to check the status of the order, and make sure that this time they got the order right, since the change in the door model could lead to another mistake (as the base units were being fitted with the original door model Millenium) . During those 9 phone calls, and after explaining the situation over and over again to different agents NOBODY spotted anything wrong in the order, and we were simply told to wait 21 days. Some of the replies of your staff were:
The paper work couldn’t be found, possibly because the order was about to be delivered at any time.
They invited us to go to Manchester and collect the units ourselves!!
On 16th June I rang again as the 21 day period was almost over and we hadn’t heard from you. Finally somebody from Customer Services bothered to get the papers and realized that you ACTUALLY CAN’T MAKE 90MM UNITS BECAUSE YOU DONT HAVE THE MACHINES. She apologized to me kindly, but at this point as you might understand, an apology is just not enough. We have been putting up with having no kitchen for 1 month, endless phone calls to a service that takes for ever to answer the phone, and simply we are not prepared to let this situation stay this way.
The fact that your salesman doesn’t know what he is selling is to say the least remarkably worrying, and suspiciously deceiving; that, followed by customer service agents asking us to give extra money for a service that you can’t actually deliver is simply fraud. And to make matters worst, 9 different people overlooking the details of the order and just making us waste our time, our money and causing such disruption, hassle and stress in our household that would be difficult to be compensated with money.
Since talking to your agents doesn’t seem to take us anywhere, as apparently your company policy is not to give any refund to customers whatever the circumstances, simply I want to let you know that unless I hear from you in the next 7 days, with an explanation, apology and reasonable solution to this, I will do anything in my power to spread the news about your “trading practices”, involving any Regulation Body , local press and of course national television through Watch Dog.
Yours sincerely,
Richard Cruz
I ordered some Solid Oak worktops from Rock Solid & approx 1 month after delivery was due & the worktops had not appeared I began to worry.
I called every day, & everday was promised that somebody would call me back; they never did!
When I finally did get through to somebody they explained that there had been a fire at the warehouse & that they could offer me Birch instead of oak. I refused & asked for my £200.00 deposit back. It was then that I searched online & found hundreds of reviews where people had been in the exact same situation.
Trading standards instructed me to write a letter requesting my deposit back in full within 7-10 working days. No answer from Rock Solid yet; next step will be small claims court!
Apart from the fact you can never get through to them , they are rude, lie & just fob you off with excuses.
Please don't use this company. Pay a little bit extra & get proper service. As they say 'Pay peanuts, get monkeys'.
Google they actually pay google a fee. So it pays Google to keep them going.
I have missing and damaged parts to my kitchen. I have called and emailed but so far no luck. I do not believe that I will ever get my parts replaced or the missing boards/doors. I cannot belive I have been such a fool.
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