Howdens - Twickenham

today

Poor After-Sales

My original Howdens kitchen was installed 9 years ago and I have no complaints about it. However the sink tap has developed a persistent leak beside the warm water lever. So on 18 March I visited the Twickenham showroom and ordered and paid for a replacement part, ZZM12. The transaction no. was 366070. I heard and received nothing. I waited as long as I thought reasonable and revisited the showroom on 17 April. The manager said that the order had not been progressed, that he would chase it up, and that to save my making a further journey he would have it couriered to my door. I asked who I should ask to speak to if nothing happened. He said his name was Steve. Still nothing arrived and I received no communication. I again waited as long as I thought reasonable and revisited on 9 May. At first the staff said that the part had been sent through either Royal Mail or DPD. I said it had not arrived. They then decided it had been sent by DPD. I asked on what date it was shown as having been delivered. They said they were unable to say. I saw Steve sitting at another desk, so I went and repeated the dates. He delivered a spiel, first of all blaming Royal Mail, then saying they had used DPD "in good faith". At one stage during the spiel he could see from the look on my face that I was unimpressed, and he told me not to interrupt him. I had not at that stage tried to interrupt him. Later, as the spiel continued, I did so, telling him why I was unimpressed. We had a brief debate about whether handing the part over to DPD added up to the couriering to my door that he had volunteered on 17 April. Somehow I had expected something more bespoke. I was told the part could be re-ordered. I said I was not willing to wait another 7 weeks. I requested and received a refund. When I asked if Howdens have a site where I can leave a review Steve said Yes. Without being asked he handed me a card, saying he would like me to get his name right. There are not many ways you can spell Steve and I had not asked him his surname. The card showed it is Keyes. The unspoken message in handing me the card was "See if I care". DPD's website states that orders can be tracked. If Howdens do not use that facility the problem is entirely theirs. If you want poor after-sales service and non-communication, all delivered without any apology, Howdens in Twickenham is the place for you.

malcolm hay

8 months ago

Everyone is so helpful at Twickenham…

Everyone is so helpful at Twickenham branch

Christopher

8 months ago

Great service good prices

Great service good prices

customer

9 months ago

Cutomer service especially by the sales rep Billie Fifield who was very professional in her interactions with me. Very pleasant and reassuring presence.

Attitude and professionalism of the sales rep Billie Fifield. Her attitude on the phone was very polite and non pressuring. Very accommodating indeed. Made all the difference in joining up as a trade customer especially since i am very busy running a business. I was initially contacted 4 weeks ago but her patient perseverance paid off.

SHA-ARK TECHNOLOGIES LTD

9 months ago

Twickenham Branch.

The staff in Twickenham branch go above and beyond in helping me and many others have a stress free kitchen and joinery purchase. They’re always helping to find relative items and if not available will find a branch close by that stock such items. I’ve used Twickenham branch for years and will continue to do so.

customerSebastian Blatch

9 months ago

Great design kitchen by Julia…

Great design of my new kitchen by Julia Williams at Howdens Twickenham.

David

9 months ago

Good service

Placed order and collected in store. Staff were friendly and helpful

Twickenham Services

9 months ago

The two ladies

The two ladies, which they work in the front reception, they are very, very helpful and friendly One of them is called Charlotte and another one, I forgot her name but both of them very nice people and very helpful they’ve been there for a long time actually, one of them serve me today, which I just popped in to buy a door handle for a bathroom

Mr Krrashi

10 months ago

A professional and helpful team

A professional and helpful team, from design stage through to the supply of the high quality kitchen. Readily available to answer questions and a very friendly bunch. And the free case of beer clinched it :-) Highly recommended!

Miles

11 months ago

Excellent experience at Twickenham Howdens from start to finish

Julia at Twickenham Howdens went above & beyond helping me create my perfect kitchen design. The whole process was easy, efficient and I am delighted with the finished product. Julia’s recommendations were well thought out and the quality of the kitchen is excellent. Very happy & would highly recommend.

Anna

11 months ago

The staff member who served us was…

The staff member who served us was helpfull and knoledgible and was happy to answer all our questions, a credit to herself and the business.

Mike Robins

11 months ago

Wardrobes

Great service, very quick delivery and all well packed.

CITY CONSTRUCTION SERVICES LIM

a year ago

Terrible service

Ive experienced so many problems with this store despite using an excellent tradesperson. Dealing with Julia and others we bought a Kitchen here through our builder and they try and charge on top for everything and make your life difficult. Did not supply the required shelving in the kitchen cabinet they designed and tried to charge extra for it. When asked, blame the end customer. Did not supply touch up pens and try to charge you extra for it... again blamed the customer for not 'reading the quote'... Even Wren whos quality of kitchens is not great supplied us with this. The whole service is terrible. Pushy on designs, slow on pricing, absolute battles around anything, we also bought doors, skirting and other supplies through this store via our builder and they are still requesting money for 2 pieces of glass shelf for the kitchen that should be supplied. I highly recommend you Avoid this store.

David Beaumont

a year ago

Exceptional customer service

It's a rare pleasure to find a company where everyone is so friendly and helpful. You feel that you are valued as a customer. Design, office, counter, and wharehouse staff; everyone obviously knew thier stuff and cared about doing their job properly. I now have a wonderful new kitchen. Thanks to all at Howdens Twickenham.

Haydn Wood

a year ago

Excellent team at Twickenham Howdens

Twickenham Howdens. Genuinely found all the team extremely friendly, helpful and professional. Ellie was the first to greet me and was incredibly organised and kind - patiently dealing with any questions or concerns I had throughout the whole process for planning to installation. Julia took lots of time and considerable care to design my kitchen and utility so that is was just as I wanted. I particularly appreciated her practical advice and creative ideas. Thank you

Debbie Robinson