Howdens - Eastwood

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Avoid Howdens Eastwood Branch at All Costs

After years of saving for my dream kitchen, I placed an order for my kitchen and appliances and made full payment in advance on Monday, 23rd December 2024 prior to delivery. Unfortunately, things quickly took a major turn for the worse. To my horror I was advised that there was an outstanding debt on the account bearing in mind I had made a full payment in December 2024. I became aware on making contact with the branch that there were issues fulfilling my order due to the kitchen installer’s outstanding debt with Howdens. Despite numerous emails and phone calls, to the branch and the head office along with repeated requests for a copy of Howdens' policies and procedures, I understand my appliances will be withheld held until the installer pays off his debt. What’s incredibly frustrating is that while I’m left with an incomplete kitchen and no resolution in sight, the installer—who remains a loyal Howdens trading customer—can still purchase goods for other jobs and complete work for other customers. Meanwhile, I’ve been left with no named person from Howdens accepting responsibility for resolving this matter, absolutely no timeline for when my order will be fulfilled, and no contractual agreement to reference. 3 months on I have no fridge freezer and no dishwasher. One of the communications I received from Howdens said: "Whilst I acknowledge the customer’s concerns, I must take this opportunity to advise that Howdens is a trade-only organisation, supplying kitchen and joinery products to trade professionals. Our account holders have entered into a business-to-business contract with Howdens and are subject to terms and conditions. As a trade supplier, our services may differ significantly from those of a retail outlet. In this instance, our contract of trade is with the kitchen installer, not with the customer. A direct payment to us does not imply an automatic contract between the paying customer and Howdens." In my opinion I strongly suspect that Howdens already knew about the installer’s historical debt at the time of my order but were still happy to accept my payment. It’s worth noting that the kitchen designer attended my home, drew up the plans, and supported the order, which makes it even more concerning. Howdens appear more than happy to punish its paying customers for the actions of their trade account holders, leaving customers in the dark without a proper resolution.

Stephanie

a month ago

Only purchased a few items at the…

Only purchased a few items at the moment, impressive products and service to date.

Grant

5 months ago

The staff was very friendly and helpful

The staff was very friendly and helpful

WENDY BEEDON

5 months ago

From the moment we walked in to the…

From the moment we walked in to the delivery we could not fault the team. Sophie was very helpful and friendly, when the delivery arrived and there was no one around to help the unload the worktops the young man from behind the counter was there within minutes. Just how service used to be. Well done Howdens.

Mrs Bernice Wright

7 months ago

August Order

Order was taken quickly and courtesy call given to confirm i hadnt missed any other items off my order that might have been required. Delivered on time. Excellent service as usual.

Martin Beedon

8 months ago

Sophie the design lady at Eastwood…

Sophie the design lady at Eastwood depot was very polite proffesional and patient

Trevor Smith

a year ago

New account

Excellent service from being signed up to in store

customer a p