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Company details
Contact info
Inside Longacres Garden Centres (Ashford TN24 9JZ and Bagshot GU19 5JB), TN24 9JZ, GU19 5JB, Ashford and Surrey, United Kingdom
- info@bondandwilkes.co.uk
- bondandwilkes.co.uk
3.9
Great
4 reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
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Great service
We chose Bond & Wilkes after a recommendation from a family member who was happy with their wardrobe installation. We were perfectly happy with the entire process from quotation, delivery and installation. We will happily refer friends on to this company.
19 December 2017
Unprompted review
Exceptional service - Twice!
Fantastic service right from ordering and planning to the delivery and fitting. The wardrobes were just what we wanted and look fabulous. In fact we were so happy we had them come back to fit out our 2nd bedroom!
19 December 2017
Unprompted review
Stay away from them
We moved into our new flat on Friday and for very next day, Saturday, Wardrobe Magic(now they are Bondandwilkes ) was invited for consultation. We needed fitted wardrobe badly because we did not have any storage for our clothes.
Our first meeting with Wardrobe Magic went pretty smoothly, Andy, who represented company, arrived on time, collected all requirements, made drawings and we straight away agreed on the price and time line. The main reason why we did not look any further was promised timeline, Andy promised us to deliver in full by end of June 2016, but also he indicated that possibly everything will be done by 15th.
The agreement was the following:
We make first payment to start manufacturing of required materials
We make second payment to get all required materials delivered to our property
Wardrobe Magic completes installation in full
After inspection and quality check we make final payment
We received a call from Wardrobe Magic next Monday and made our first payment. After payment was made, we received confirmation that was saying that promised delivery date was only provisional date. We noticed that, but did not get worried, everything was going pretty smoothly and what we could do - first payment was made and first ever documentation we only received after that payment.
We have been promised that all materials will be delivered on certain date and before that date we were asked to make a second payment, which we did. Day before promised material delivery date I chased them and been told that doors were damaged and everything will be delivered within 10 days. At the best we were looking first-second week of July instead of agreed end of June. Everything could happened and we agreed to wait. In 10 days I had chased Wardrobe Magic again and been told that delivery will take another week or so... I mentioned that this is not what we agreed, we agreed installation to be completed by end of the June and now we were looking into getting everything in third week of July or so. Wardrobe Magic replied saying that nothing like that was promised and end of June was only provisional date. We had heated discussion, but what we could I do, we had to wait.
In a few days they indicated that everything has arrived and we needed to put in writing that final payment will be made in full. We said that we will not promise them anything until they deliver what we paid for - since we made two payments all materials had to be delivered without any questions and further demands. After that they refused to deliver materials that we paid for and demanded a final payment that by initial agreement had to be made after completion. After another round of heated discussions Andy said the following:
"We did not agree how the installation should proceed. We agreed on the 40%, 40% and 20% payment requirements, which were the only pre-requirements (as you describe them) that were discussed." According to the Andy, we only agreed to make payments and even that was not enough. He says that payments are only pre-requirements and what is the full list of requirement only Andy knows.
As I said, we needed our wardrobe badly, but Wardrobe Magic treatment was despicable and we did not have any believe that they will deliver anything even if final payment was made.
Why they could do this to us? They did not give us any paperwork, contract or written agreement. Once they received money, they can tell you anything they want...
Stay away from them, do not trust their false promises, unless they are written and signed. If you decided to take a risk, pay only with credit card(instead of taking them to court we decided to claim from credit card company).
If you have been treated as us and paid with cash - take them to the court and report to the trading standards. By law they must provide a contract with their terms and condition and cooling off period. You should be able easily win court hearing. But if you can, stay away!
26 March 2017
Unprompted review
Reply from Bond & Wilkes
Mr Gor has not supplied the full facts in his review, and he has implied that his credit card company refunded his money, which they did not. They found no reason to do so, as we weren’t at fault.
The facts are:
On Saturday June 4th Mr Gor placed his order and asked for an early installation date. I replied that we normally work on a 4 to 6 week lead time, but we would try for a date w/c 27th June, which was just under the 4 weeks. I did not discuss any dates earlier than that. This was not an agreed installation date, but a provisional one. It could only be provisional as we were dependant on our suppliers delivering their product to us on time and in good order.
Mr Gor did not pay his 40% deposit on the 4th June. He paid that the following week. We sent him an order form before he paid, otherwise he wouldn’t have had the bank details to make his payment by bank transfer. Full CAD drawings and the order form were sent by email, and our records show this. If Mr Gor had wanted to cancel his order he had plenty of time to do so.
We contacted Mr & Mrs Gor on 23rd of June to inform them that the doors had been delivered with damages.
We would have preferred to wait until the doors were remade and install the whole job in one go. However, at Mr Gor’s very strong insistence, we fitted the carcasses for the wardrobes, starting on the 27th June, leaving the installation of the doors and drawer fronts until the new parts arrived. This despite the fact that it would leave a semi completed job in their home.
Mr Gor paid his second payment of a further 40% before we started the work, as per our agreement.
Installing this way added to our costs, as we would need 2 deliveries instead of one, and the job would take longer because the fitter had to pack up everything each time. However, we agreed to this in the interests of good customer relations, as the Gors wanted to start using the wardrobe.
On Tuesday 12th July we contacted Mr Gor to arrange delivery of the remaining materials for the following day, Wednesday 13th July, and installation on Thursday 14th July. This was still within our normal 4 to 6 weeks lead time, even with the problems caused by the delivery company.
We asked Mr Gor to confirm that he would be paying the outstanding balance of £761 due on his order once the installation was finished.
Mr Gor refused to do this.
Without his agreement to pay the balance of his order - once the job was finished - we could not complete the installation.
Mr Gor asked his credit card company to refund his payment. They, along with our card company, contacted us and we provided full documentation of our communications with Mr Gor to them. His request was denied as we had supplied him with the products that we said we would, when we said we would.
They decided that we were within our rights to withhold the remainder of the installation until Mr Gor agreed to pay for it.
The doors and drawer fronts were in our factory, ready to be fitted. All Mr Gor had to do was confirm that he would pay his outstanding balance, once the work was completed, and we would have fitted them, within our original price, with no charges for the extra work that had been incurred.
Mr Gor didn’t contact us again to arrange for their installation. That was nearly a year ago.
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