Delays, stress and diabolical customer service
TLDR - Delays, stress and diabolical customer service - not worth the competitive price
Detailed review - We were recommended this company by our (excellent) builder who completed our kitchen extension. Initially they were accommodating, keeping their shop open late so we could come and see samples in person. The quote was easily 30% lower than nearest competitors so we decided to go ahead.
We paid a deposit, initial measuring went fine, we discussed all of the details we wanted, so we paid the second instalment which was due on “templating”. Our kitchen installation was delayed by several days, and then there was an issue with the installation, which meant A V Stone had 16 additional days to order and cut the stone. We confirmed an installation date 8 days in advance.
Things subsequently got worse. 3 days before installation they asked to come back for additional measuring. I asked them to confirm a time as I was home, but on calls. They did not confirm a time but someone randomly turned up (while I was on a call). I showed him the areas to measure (as we got quartz windowsills in two rooms in addition to the kitchen worktops) and went back to the call. The person then shouted up to me that I needed to show them details (which I had already discussed with the owner). The person’s English wasn’t great so communication was difficult. He ignored my suggestion that he should check the details with the owner, given we had already discussed them. He got frustrated and shouted to me again, saying that I needed to “call the manager” (I am the homeowner). I suggested that he should stop being rude, but felt unsafe.
1 day before planned installation date I asked to confirm the time of arrival. The owner started equivocating on whether installation would be done on that day but said he could not tell me until midday on the day of installation. I had a Quooker engineer booked 2 working days after planned quartz installation so I needed to be sure of the timeline. Planned installation date came and went with no installation.
2 days after planned installation, they turn up 2 hours later than advised, work for c3 hours, say they don’t have the right parts and leave the work c40% done. They say they will be back to finish the work later in the day. They did not return that day. They did not tell us they wouldn’t return to finish the work.
The next day, 3 days (and 2 working days) after planned installation they come back. I ask them to prioritise the slab where the sink is, as the quooker engineer is due to come that same afternoon. They didn’t do this, and were flitting from one area to another. They were not complete when the engineer arrived. Quooker engineer did a fantastic job working around them, despite AV stone installers asking him to stop working repeatedly.
Finally, the installation is done, with some outstanding issues that we can take care of ourselves. Now all of a sudden the owner is super responsive, sending several messages in less than 24 hours chasing payment. If only he were as diligent running the business as he is chasing payment, I wouldn’t have had such a diabolical customer experience.