Incredible Kitchen Company / Kitchen Fittings & Design in Botany Downs

Cons: Dealing with this team was disastrous - the left hand had no idea what the right hand was doing. On the day of installation, the installer noticed the dishwasher tap was still in place. He asked if I had a plumber coming to remove it… and I said I'd been advised no plumber was necessary until after installation. He said he'd have to come up with a solution which may include cutting a bigger hole. I agreed and said I was just up the road should they need anything. When I came to check once installation was complete, I was surprised to see it had been necessary to remove one of my lights and that they had chosen to bend the cold water pipe over and install the cabinet on top. I mentioned this to Ellie, who had helped with design, and she said she'd get in touch with the team to see what needed to be done. I emailed on Tuesday and when I'd had no response by Friday, I emailed again. Ellie told me they'd arranged someone to come over on Monday. I told Ellie I wasn't available that day and that no-one had told me about this appointment. I understood that we had rescheduled to Tuesday. On Monday, I received a call from people wanting to install the toe kicks asking what time I'd be there to let them in. I informed them (again) that I wasn't available. The benchtop people called on the same day to arrange a time to come the next day. I had been expecting a solution to the bent pipe issue so told them I didn't think we could install the next day. They called Neal at Incredible and he told them there was no issue and install could go ahead. I called Neal as I was obviously not clear on why people were coming to look at the cabinet the next day. Neal was condescending and arrogant. He told me there was no issue and I just needed a plumber to sort the pipe issue. I told him I'd already engaged a plumber who said it wasn't possible. He scoffed at the incompetence of the plumber and told me it was "industry standard" to bend the pipe. I had no choice but to accept there was no issue. 15 minutes after this call, I had a text message to say an installer was on their way to my house. I called him as I didn't know why he was coming (I was still unavailable) and he said Neal had told him there was an issue. I told him Neal told me there was no issue and I was unavailable. I ended up engaging another plumber who tried to call Neal but had no response. He ended up calling the head office and spoke to someone there, set out my issue and told them the only way to sort it so I could finally use my kitchen was to cut the cabinet. He also followed this up with an email. I was past the point of having any faith in Incredible to fix the issue but he still had a little faith :) He also confirmed that it was not industry standard to bend pipes over! I never heard from Incredible in relation to sorting the issue. I did hear from them 10.5 weeks after install when they sent a further bill for ~$400 in relation to equipment needed to install the benchtop. I was never told about this extra cost and no-one foreshadowed it's arrival (despite me speaking on the phone to them the same day in relation to installation of the toe kicks - there's the left hand/right hand non-communication issue again). They did come back and install the toe kicks which, thankfully, ended my ordeal with them. It ended up costing me over $1k in extra plumbing bills and has left me with a cabinet that has a cut in the base to accommodate the pipe. In my view, the cost savings are not worth the crappy, stressful, disappointing experience of dealing with this team."

I bought a benchtop from Incredible Kitchens (Jag Kitchens) on September 1 and everything seemed to be very smooth. The template was done on the agreed date and all payments were collected in advance.

Incredible Kitchens (Jag Kitchens) booked my benchtop to be installed on the 15th of September and they asked for the old benchtop to be removed for the new installation.

The old benchtop was removed and I waited for the… new benchtop to be installed on the agreed date, which did not happen. I tried to contact Incredible Kitchens (Jag Kitchens) during the installation day and in my first contact, they said that they could not get hold of the factory, but they confirmed that the installation was occurring later on in the day.

Around 3:00 p.m. on this same day, I tried to get hold of the store but they closed at 1:30 p.m., without following up on what happened with my benchtop, which I judged to be very unprofessional.

On the next day, Saturday, I got in touch with the store in the hope of getting an explanation to what may have happened and when I was supposed to have my benchtop installed. The person whom I spoke with ensured me that she would return my call within the hour with an answer, but the store did not contact me back.

On the following Monday 18th the factory, which seems to be another business or supplier, called me and they were very organized. At this opportunity, they explained to me that their booking was always happening on 19/09 and not 15/09 and that it was a possible mistake from Incredible Kitchens (Jag Kitchens).

On the 19th of September, I had my benchtop installed but up to this point, no one from Incredible Kitchens (Jag Kitchens) was in touch with me. We spent 5 days without a sink, water, cooktop and oven, cooking in a camping stove and washing dishes in the laundry and Incredible Kitchens (Jag Kitchens) never called us to give any explanation of what happened.

We understand that mistakes can happen, but at no point, did anyone have the decency of being in touch, apologising or supporting us in this process. Their response was just to leave it with the factory whom I had not directly paid the full amount in advance.

So, I believe if you are thinking of doing business with Incredible Kitchens (Jag Kitchens), it is better to find another supplier, they did not show any respect for us after collecting their payment.

My worst experience ever with a business in NZ."

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