Abusive and bullying towards the elderly
In spite of knowing that they would not be delivering a worktop due to the Covid situation, Smiley Kitchens still called my elderly mother on 23 March to take payment earlier than agreed in the contract and reassured het that they would still deliver the goods as per the contract. This was after the Government’s advice on 16 March to avoid all non-essential travel and statements over the weekend of 21 March that an announcement about next steps would be made on the 23 March. Only those living in a cave would not have worked out that lockdown was coming. After taking the payment on the 23 March, just before the official announcement, my mother received a call the very next day to cancel delivery and understandably, Smiley Kitchens would not commit to a new delivery date. Given the lead up to the lockdown measures, it is not surprising that my elderly mother felt that she’d been duped by Smiley Kitchens in to making a payment when it was clear that they wouldn’t be able to fulfil the contract. This is disingenuous at best & if you were sceptical, you’d think they had cash flow issues. It might be worth checking their financial statements on Companies House if you’re thinking of doing business with, especially in these uncertain times.
Smiley Kitchens offered to refund only half the payment but refused to return it to her credit card (the method of original payment), instead insisting that a bank transfer was made. As with a lot of elderly people my mother was scared of giving them her bank details so insisted that the moneys be returned to her credit card. When they refused she cancelled the contract in writing and by telephone, in accordance with the terms of the contract.
It’s over two months since the contract was cancelled, yet they are still refusing to refund moneys paid and my mother is now receiving a daily tirade of abuse from them, including threatening letters, texts messages, which have been extremely distressing for her. Today they rang her twice insisting that they were delivering the worktop tomorrow (17 June) in spite of her telling them that she’d cancelled the contract and wouldn’t accept it. She called me again in floods of tears and is now terrified about what will happen tomorrow.
My mother doesn’t know that I’ve posted a review but I was so appalled about her treatment, I felt that I had to do something. I really hope that this review doesn’t result in my mother receiving yet more abuse and that Smiley Kitchens do the right thing and refund her.
THINK VERY CAREFULLY ABOUT DOING BUSINESS WITH THIS COMPANY.
Reply from Smileykitchens
Mrs Woodland
I am sorry you have taken to Trust pilot to make outrageous and slanderous accusations against our company.
Everyone has the right to voice an opinion, but it needs to be true. We took a pre delivery payment form Mrs Woodlands a couple of days before her delivery date in March, we were short of staff due to the Covid situation, we were due to install Mrs Woodlands worktops a few days later, then on the evening of March 23rd, the day we took payment, the government's announcement asked everyone to stay home, we already had a case of Covid in our factory, so we took the sensible decision to close. The following day we called Mrs Woodland to explain her fit had been delayed , we were met by a barrage of abuse, abuse so bad it left one of our lady's in tears. I am the manager of Smiley, so I called Mrs Woodland to explain again, I was told that we were apparently in "cohoots with the government to steal money from customers" I explained we have no influence on the government, but the abuse was relentless. Mrs Woodland stated she did not care about any lockdown, she wanted her worktops fitted and we were simply trying to "swindle her" We had some 264 customers orders at this point, we made contact with every single one, everyone was understanding except Mrs Woodland.
I offered Mrs Woodland a 50% refund until after lockdown, which I have on my text as proof, she refused the refund as "we would go into her bank and steal her money as we are fraudsters" I took some of the worse abuse I have ever known in 40 year's of retail. Mrs Woodland then tried to apply for a refund from her card company, but they told her she was not entitled to a refund as Smiley Kitchens had done nothing wrong.
We have constantly called Mrs Woodland, around once a week during the lock down to reassure her, that her tops would be fitted as soon as lock down ended, we were met with more vile abuse. The day we returned to work after lockdown we called Mrs Woodland to arrange a fitting date, Mrs Woodland refused the date, and simply gave us more vile abuse. We have explained to Mrs Woodland and her partner we simply wish to fit her tops, all we have is more abuse. Quite why we would call Mrs Woodland every day I have no idea, as at the moment we have Mrs Woodlands payment and still have Mrs Woodlands order. The situation is utterly ridiculous. To also say your mother is elderly, well that may be the case, but she is capable of handing out some outrageous abuse, and very unpleasant language.
I accept any criticism if we are wrong, but when a customer is slanderous and abusive then the facts must be told. Mrs Woodland, if you read this, we have your worktops, please make contact with us in a polite manner to arrange delivery and fitting. We are working through the back log of installations now, Mrs Woodland would have had her worktops fitted some three weeks ago if she had accepted the date we offered her.
Smiley Kitchens Ltd
Mrs Woodlands
Trust Pilot is a platform for company reviews and opinions, it is not a platform for slanderous accusations and lies. You will receive a letter shortly from our Solicitors.
I notice you have left other 1-star reviews for 6 other companies as well as ours, that is interesting