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Roundhouse Design Reviews 8

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TrustScore 3.5 out of 5

3.7

Kitchen Furniture Store
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Company details

  1. Kitchen Furniture Store

Written by the company

Founded by architects Roundhouse is a multi-award-winning British company, creating beautiful bespoke kitchens and furniture. Our designs feature a signature understated aesthetic, influenced by contemporary and traditional design, using innovative materials, texture and colour. Each project is made to measure from a wide range of stunning finishes. Expertly crafted by skilled designers and makers in our state-of-the-art manufacturing facility in Malvern, Worcestershire.

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3.7

Average

TrustScore 3.5 out of 5

8 reviews

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Rated 5 out of 5 stars

Refreshing our 2015 Roundhouse Kitchen

We had Ledion ( cabinet painting ) come over 2 days and Ivan ( cabinet fixing ) visit for a refresh of our 2015 Roundhouse Kitchen All arranged by Andrew Levy who also sourced correct recycling bins All excellent, personable and great care and attention Roundhouse is obviously an expensive/premium kitchen but it has been worth it for us - with the kitchen refresh Roundhouse have done for us we feel like we have a new kitchen All in all very pleased After sales service is so important and in our experience Roundhouse hit the mark on this.

20 March 2026
Unprompted review
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Reply from Roundhouse Design

Hi Andrew,

Thank you for taking the time to share such a thoughtful review.

We are so pleased to hear how happy you are with the refresh of your kitchen. It’s great to know that Ledion and Ivan looked after everything so carefully, and that Andrew Levy ensured the whole process ran smoothly from start to finish.

Aftercare is a really important part of what we do, so it’s especially rewarding to hear that this made a difference to your experience. We hope you continue to enjoy your “new” kitchen for many years to come.

Warm regards,
The Roundhouse Team

Rated 5 out of 5 stars

Kitchen refresh

they did an excellent job of colour matching new doors , then refitting them plus replacing hinges and generally giving our 10 year old kitchen a refresh

26 February 2026
Unprompted review
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Reply from Roundhouse Design

Hi Suzie,

Thank you very much for your kind review.

We’re delighted to hear that you are pleased with the refresh of your kitchen, and that the colour matching and updates have made such a difference. It’s always rewarding to see a kitchen given a new lease of life.

We hope you continue to enjoy your space for many years to come.

Warm regards,
The Roundhouse Team

Rated 1 out of 5 stars

A complete waste of time

I visited the Fulham showroom and spent an hour or more discussing a new kitchen with the sales lady.
It was a pleasant looking showroom and all the staff seemed very chilled and friendly.
However, a design and quote never materialised even though i was promised this information by a certain date.
A month then passed without hearing anything at all and when i chased them , all i received was excuses, and lies about them having tried calling and having sent emails , none of which were true. By contrast i also visited Kitchen Architecture and their response was 5 stars all the way. Absolutely first class service, attention, and design. As a result , i will be proceeding with them. Roundhouse Fulham were a complete waste of my time and thank god i never placed an order with them because based on the service so far, i would have regretted working with them.

31 July 2025
Unprompted review
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Reply from Roundhouse Design

We are very sorry to hear that your experience at our Fulham showroom did not meet your expectations. At Roundhouse, we pride ourselves on delivering the highest levels of service and design expertise, and we are disappointed to learn that you felt let down.

Our process usually involves a thorough consultation supported by preparation materials and design inspiration from the client to ensure that our designers can create a proposal tailored to individual needs and budgets. In this case, it appears there was some miscommunication around next steps, and we regret that this left you feeling frustrated.

In this particular case, we called you and also emailed in follow up but received no reply.

We would like to reassure you that we take all feedback extremely seriously. Our team has reviewed the situation carefully and we will use your comments to ensure this doesn’t happen again in the future. While we regret not having the opportunity to present a design in this instance, we thank you for sharing your thoughts and wish you every success with your new kitchen.

Thank you,
The Team at Roundhouse

Rated 2 out of 5 stars

Good sales and design service. Questionable quality and sub-standard customer service.

I don't give 1 just because the level of personalisation of the product was actually quite good and we could fit exactly what we needed in our Kitchen. What really doesn't work is the support after sales and in all honesty, for the price-point, the quality of some of the products is really questionable. We had several issues during the process starting from appliances arriving late (ie. Range Cooker 6 months late!) and I had to fight to get a temporary one (like one can leave 6 months without one). Covid was to blame by the company but again, this is not Magnet Kitchen this is a premium-bespoke kitchen brand so you expect some level of service. We had several issues with the paint near the sink and every time to book a repair it took ages, radio silence, missed appointments and now (the kitchen has 3.5 years) we are told it is 'normal use and wear'. I disagree!! I premium kitchen where the paint peels off after 3 years is not of an acceptable quality. That should be compensated with a customer service that actually fixes the issue for longer than a couple of years, without charging the customer.

11 September 2025
Unprompted review
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Reply from Roundhouse Design

We are sorry that your experience has not been to the standard we would expect, our installations manager has reached out to you directly to discuss this further.

At Roundhouse we hold ourselves to the highest standards and always strive to ensure complete customer satisfaction. We take customer feedback extremely seriously and always endeavour to provide excellent customer service and attempt to find solutions to any problems. This is reflected in 65 independent five-star reviews on houzz.co.uk and four Best of Houzz Customer Service Awards including this year and last.

We would like to offer our sincere apologies once again and assure you that we take every single issue very seriously, we will investigate and put things right as best as we can and as quickly as possible.

Thank you

The Team at Roundhouse

Rated 5 out of 5 stars

Would happily recommend

Interesting to see other reviews. Our installation was for a new build house.
Initially, at the design stage, we were very impressed by everything produced. However, at the point of installation there was a significant problem with fitting our existing washing machine and tumble dryer which resulted in a change of plan incurring considerable extra cost. After much discussion and exchange of emails a satisfactory resolution was achieved.
Overall, the quality of the kitchen is first class, the installation was generally seamless and I would have no hesitation in recommending Roundhouse as an excellent company to deal with.

30 October 2024
Unprompted review
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Reply from Roundhouse Design

Hi John,

Thank you for taking the time to share your experience.

We’re delighted to hear how pleased you were with the design and overall quality of your kitchen, and that the installation was largely seamless. At the same time, we appreciate your openness in highlighting the challenges encountered during the fitting stage.

While situations like this can occasionally arise, we’re glad we were able to work with you to reach a satisfactory resolution. Your feedback is invaluable in helping us continue to refine both our processes and communication.

Thank you again for your recommendation, it really means a great deal to us.

Warm regards,
The Roundhouse Team

Rated 2 out of 5 stars

Good initial sales - incredibly poor after sales

Post # 3 in response to Roundhouse 2nd post) - OK i must admist that i am amazed that Roundhouse continues to communicate with me via Trustpilot rather than picking up the phone to me to see how thay can be helpful to a customer that has spent over 80k with them.....I agree that your payment terms are buried within your T's and C's - my complaint is however your threatening behaviour toward the final payment (that i did paid in full within our contract btw). I simply raised concern that sending an invoice to me 7 days before my kitchen was to be fitted followed by an email saying you would pull the process if it wasnt paid the day before fitting - without once picking up the phone to me to discuss.....that is the point i am making. And here we are still discussing this on the internet instead of you treating me like a half decent customer. Making out that i am making this all up - and yet still not picking the phone up to me....i am happy to carry this on in public if you prefer tovkeep posting - shame on you!

I am still having my kitchen fitted with Roundhouse. Wish i had never gone near them! After a really smooth sales experience - things change very quickly. 1st issue....Their range of countertops were relatively poor (I managed to source via another party - something much better and readily available - so not sure what their issue was on that). Then, as it comes to installation, they demand payment within a week of installation for the full remaining amount and have been threatening to pull the project (with potenially catestrophic consequences to my house refurb timeline). My issues with this are (i) not enough time is given to assemble funds given that i am going via a mortgage providor (ii) the payment terms are within the small print and not followed up on by the company with the client, so i had no idea this was coming (iii) and, surely i am within my rights to hold back ~5% until the work is satisfactorally finished? (not a single contractor on my project has been paid 100% in advance). Instead of receiving any phone calls to discuss this, I receive instead an aggressive email threatening to not load the project on the van....it truelly balfles me - shame on you for such poor customer service and please beware any future customers!

Following your response - the Ts&Cs were not explained and i didnt see them as they were not clear at all and i am happy to post on here to show everyone if you would ike?. Your designer later told me that he should have mentioned them but didnt. The fitter then sent an email only 7 days before fitting when i need longer to release funds from mortgage providor. She then threatened to not load the van and delay installation threatening my entire building projectj. All of this was done by email without her even picking up the phone to me. Also i still do not understand why you insist on full payment and not allowing for a retainer once work has been done satisfactorally.

Thanks for rasing Houzz as i should also post on there too....

25 March 2024
Unprompted review
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Reply from Roundhouse Design

Thank you for taking the time to review our services it is very disappointing to learn about your experience. We take customer feedback extremely seriously and always endeavour to provide excellent customer service. This is reflected in 58 independent five-star reviews on houzz.co.uk and four Best of Houzz Customer Service Awards including this year and last.

We have looked very carefully into the issue you raise. We are always very clear with all our clients from the commissioning of a project our payment procedure and terms and conditions including final balance of payment is prior to delivery. This is done at the beginning of the kitchen design process as well as when the initial deposit is placed months in advance. On 30th November our production team sent you an email with the “for manufacture pack” which included PDFs of the Front Sheet, Terms & Conditions, specification, furniture drawings, final invoice and installation guide. The invoice clearly showed (not in small print) the balance to be paid 7 days before delivery allowing at least 3 months notice to when final payment was due. Our installation co-ordinator sent you an email on 12th March with a delivery letter and programme of works with the latter clearly stating again our payment terms with payment due on 20th March. Subsequently our installation co-ordinator then sent you another clear and polite email reminding you the balance was due on 20th March with the invoice attached again.

With regards to the last minute cancellation of your Roundhouse workop order this was because you found a more competitive quote with another supplier elsewhere. We always recommend using our worktop suppliers who we have worked with for over 20 years for the reason they provide the best quality materials, a huge variety of choices and are reliable. We also understand when a client would like to use their own supplier. We feel in this instance your comments on your worktop were nothing to do with what we could offer and the service we provide.

---------------------------------
Thank you for your further response and whilst we take on board all your comments having looked back through all our communications to you from the designer and our installation team there were several emails detailing payment terms including the invoice sent as an attachment. The invoice clearly states at the bottom “Balance due 7 days prior to delivery.” Two emails were sent 30th October and 30th November, the first highlighting the importance of the “for manufacture pack.” From our designers email to you "The For Manufacture Pack will have several important documents. A full set of plans and post survey plumbing and electrical plans, full furniture, worktop and appliance list. The final invoice and a set of Terms and conditions. The Invoice will show the next, interim payment and it is the paying of this and signing of the T&Cs that will trigger the manufacture." The second on 30th November “for manufacture pack” included our Terms and Conditions and final invoice which need signing before we commence the manufacture of your kitchen. We always ask our clients to read all documents and correspondence carefully.

We are proud of our friendly team most of whom have worked for Roundhouse for many years and our installation co-ordinator sent you a polite and clear email with regards to loading the lorry at the factory. It states in our Terms and Conditions we cannot deliver a project until full payment has been made. We are disappointed you had to post on other review sites, our designer has since called you to discuss your feedback which we have taken on board. Your kitchen is currently being installed and understand all is going smoothly. As always we will do the best job to the highest standard with the fitting of your kitchen. We do hope you enjoy your kitchen for years to come.


Rated 1 out of 5 stars

Do not use this company

Do not use this company. They use custom materials that nobody else can work with but have NO after sale service or support. If you ever have an issues you are screwed and will have to change entire kitchen

29 November 2022
Unprompted review
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Reply from Roundhouse Design

Hi Rob,

Thank you for your feedback, we’re very sorry to read about your experience.

We take aftercare and customer support extremely seriously, so it’s concerning to hear that you felt unsupported. While our kitchens are made using bespoke elements, we always aim to provide ongoing assistance and solutions should any issues arise.

We would really appreciate the opportunity to look into this further and see how we can help. Please do get in touch with us directly at aftercare@roundhousedesign.com so we can review your case in more detail.

Kind regards,
The Roundhouse Team

Rated 1 out of 5 stars

I WOULD GIVE THEM ZERO IF I COULD,THEIR…

I WOULD GIVE THEM ZERO IF I COULD,THEIR PRODUCTS ARE OK NOTHING EXTRA BUT ITS THE WORKERS WHO DELIVER THE PRODUCTS U HAVE TO WORRY ABOUT,ESPECIALLY IF THEY COMING FROM THE FULHAM BRANCH,THERE ARE TWO DRIVERS DERRICK AND HAYDEN WHO ARE HIGHLY INTOXICATED AND UNDER THE INFLUENCE OF DRUGS WHO WILL BE DELIVERING YOUR KITCHENS BE CAREFULL THEY DONT RETURN WITH A CREW TO ROB YOU AFTER DELIVERY PLEASE AVOID ROUNDHOUSE

22 May 2022
Unprompted review
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Reply from Roundhouse Design

Hi Tom,

Thank you for your feedback.

The issues you have raised are extremely serious and not reflective of the standards we uphold across our teams and partners. We take matters like this very seriously and would welcome the opportunity to look into this further.

Please do contact us directly at aftercare@roundhousedesign.com with more details so we can review your experience properly.

Kind regards,
The Roundhouse Team

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