(updated 16/09/24)... From Despair to Delight!!
Absolutely love the brilliant kitchen that TWW has installed. Over the past few months we have been on a roller coaster journey with them. It started with previous company going into administration in January. While we had liked the process and the people we had met, we were not sure we would ever see our money back
In March/April, when the new company was up and running, they agreed to honor the old contract. It was an unnerving leap into the unknow for us. And we were not sure if we were throwing good money after bad.
Over the course of the past few months, the TWW has pulled together and while they are still getting settled with suppliers and new ways of working, they have worked thru these teething troubles. We also did a factory visit to see it being built.
In Sept the kitchen work is complete and it is stunning. The transition from a design on a paper to real life could not be better. The fitters, painters, worktop installers and other trades have been very professional. The quality of the kitchen looks top grade. Everyone who has seen the kitchen has been blown away by it. We have only started to use it in anger over the past few days. Will check back in a year.
From a very dark place at the start of the year, it has been worth the wait. Well done team TWW
Submitted by V Kurup on 09/16/2024
I cannot speak highly enough of this company. I had a vision of what I wanted - I approached several reputable competitors and no-one listened! They all took me down a design route to suit them and their products! But Clare at the Letchworth office understood the remit from day one and even improved it. She was very patient with me - it was over my budget and allowed me the time and space to feel comfortable that I was getting exactly what I wanted. Unfortunately, the parent company, Logobuild went into receivership a few weeks before installation. Thankfully, the company was bought out, the staff remained the same and my contract was honoured - I had already given 75 per cent of the contract price to Logobuild so the new owners were essentially fulfilling the contract at a loss. Clare invited me to the factory to show me my kitchen was being manufactured and to ease any concerns I had following the receivership debacle. Despite everything that happened the new company pulled out all the stops and my kitchen was installed only one week later than planned. As to be expected, there were some snagging issues but these were dealt with promptly and efficiently. From start to finish (except the hiccup of receivership ) my experience has been excellent and I cannot recommend them enough.
Submitted by Davina Rohatgi on 07/16/2024
Awful - potential buyers beware. Bought a kitchen from this company as part of a full home renovation after seeing reviews on Houzz online - biggest regret. Things started to go wrong as soon as the deposit was paid - the designer failed to send documents through on time, details were missed, just not on the ball at all. Installed the units - a major run of wood stained doors were painted an inconsistent shade and appeared to be from a different cut of wood. Then on the day they were due to install 2 large pieces of worktop, they just failed to turn up, which cost me with my build team (electrics/plumbing/knock-on delays), turns out due to a delay in paperwork on their side. They finally installed it weeks later, only for us all to see machine markings literally all over the quartz, and a corner of the worktop just fall off. They offered us some financial compensation or the opportunity to replace the worktop - we went for the latter as the former just didn't reflect the sizeable impact this has on the whole kitchen. They were due to install a replacement in February, only to tell us they'd also damaged that piece, and then the next day it turns out they've gone into liquidation. We are approx £20,000 out of pocket - because our contract is with the original company behind this 'trading as' name, they won't honour anything. The company is still trading under the same name however - using the same website, and the same instagram account, with the same 20,000+ followers, just didn't mention to anyone that they went bust in the middle and are actually set up as a new and completely different legal entity, with different ownership, and no longer a 'family-run business' and apparently not enough cash in the bank to honour customers of the 'previous business'. Therefore misleading potential new customers as well as fleecing a number of existing customers. New investors include Erin Woodger from KBB. It would seem in the kitchen industry it's OK to close one company down, open another, fleece your customers, but carry on trading under the same customer-facing name? In addition, when I posted a few images and a summary of the case on Instagram, they blocked me. So much for honest and transparent dealing with customers. Be extremely aware - things can obviously go wrong in home renovations, but it's difficult for customers to come out well when the leadership team has zero moral compass and something smells extremely bad here. Google Logobuild and look them up on Companies House. And for what it's worth, Houzz magazine continues to advertise them and has not added any of the honest but slightly less appealing reviews that a few customers have sent in.
Update: business has replied and it's not possible as a customer to reply to a reply - but to say any of the information above is 'inaccurate' is remarkable but not unsurprising given our experience to date. Yes, the most significant part of the issue we had with this company related to an aspect delivered via a sub-contractor, however our contract was with Logobuild and not the sub-contractor, and it would seem in conversations with the sub-contractor post-administration that they had not been paid for a number of contracts with Logobuild. It was without doubt Logobuild's responsibility to deliver on this problem. In relation to the replacement doors (I'm quite sure an entire run of replacement doors would not have been fabricated were there any doubt about the quality of the original doors), they were produced but delivered to our home without any agreement of date and at a time when Logobuild was unable to commit to an installation date. Most families with small children and pets would not agree to having multiple 3m high doors left indefinitely in their open kitchen, particularly given this came at the end of what can best be described as an utter disaster of an initial installation 'attempt'. An easy job to fix in recent weeks but zero intent on the part of this company to make good. Blocking instagram speaks volumes - just not to be trusted with your home renovation.
Submitted by Emma H on 07/12/2024
So glad we went with The Wood Works. There designs set them apart from the others we were considering and couldn’t be happier with the completed kitchen. The service was very personal, nothing seemed to be too much trouble and they checked in with us regularly whilst still giving us space to think through our options. So happy we went with the pocket doored pantry. Many thanks to the team
Submitted by Mustardvr on 05/29/2024
