Howdens - Brighton Freshfields Avis 33

I purchased a full kitchen from Howdens at the price £ 10k , including all integrated appliances.
After only 2 years, the integrated fridge/freezer developed a serious fault. On 22 April, ice started building up at the back of the fridge. By the next morning, all food in the fridge had frozen due to excessive cooling. Later the same day, the ice started melting, including in the bottom freezer section.
The symptoms clearly point to a thermostat/control failure causing the compressor to run continuously and then fail to regulate temperature correctly.
Despite explaining this in detail and requesting that the thermostat be properly tested, Howdens dismissed this and instead tried to blame the issue on ventilation/cooling around the integrated unit.
This explanation does not make sense, as:
The appliance was installed correctly with sufficient space for ventilation
It worked normally for 2 years
If installation was the issue, problems would have appeared much earlier
What concerns me further is that the engineer’s visit was extremely brief. According to my CCTV timestamps, the entire visit — from entering my property to leaving — lasted approximately 4 minutes.
It is difficult to understand how a proper technical diagnosis of an integrated fridge/freezer fault could be completed in such a short time, particularly when no meaningful investigation or component testing was carried out, despite my specific request for the thermostat to be checked.
What is most disappointing is the lack of proper technical investigation. Instead of testing the likely faulty component, it feels as though reasons were being sought to avoid repair or replacement.
I expected far better after-sales service, especially after purchasing an entire kitchen and all appliances from Howdens.
I hope Howdens reviews this case properly and resolves it professionally.

Great customer service

Account was set up quickly, helpful friendly staff,good discount.

The rep that visited me (Steve Trott) provided an excellent service.
Account set up process very fast and easy.
Steve kept in regular contact throughout the process and helped with my order without me having to visit a depot. Thanks Steve much appreciated

Amy Bennet from the Howdens Freshfield brighton branch, was an absolute superstar :)
Friendly, informative and made the whole experience brilliant. Love the style and choices of Howdens kitchens completely recommend!

The cabinet was faulty and I took it and they looked at it and they said they would not take it back because we drilled it and I explained how can I find it it is faulty if don’t put it together and I took it back home to fix it but they did say that if I could not fix it go and see them and I completed the cabinet and took it back to show them it is faulty which they saw it and accept it was faulty and replaced it which I lost two days work because of that and no one accept responsibility or say sorry and I know it was not their fault and it was manufactured fault but they should have replaced it on the first time

Great service and the product is exactly as described

Very helpful
Happy to help solve problem
Friendly staff
Well done

no problems questions answered okay and service was excellent

Great staff - really helpful when I needed information on fitting a tall unit.

Good knowledgeable staff and all products I needed were available

The kitchen overall looks good. We like the colours, love the sink, bins are not in the way and we have a secret drawer underneath the oven.
There are 2 things bothering us though.
- The worktop wasn't long enough and now we have two pieces put together . The line is visible and doesn't look nice.
- The cupboard where the boiler is, is bigger than the previous one we had (>26cm width). We eat in the kitchen, it's tiny, and even 26cm are precious...

I called in on the off chance and luckily the staff in Brighton could help with the enquiry and I walked out with just what I needed

Yes found the service very good products I bought and my free gift I chose

Great service very helpful the staff are amazing so willing to help

The initial design stage went well but there was more urgency for the sale then checking the specifications. Once the design was confirmed there was no on-site visit to check measurements. Delivery arrived, but drivers only interested in drop and go so no chance to check off order. Installation very problematic as the wrong unit and doors supplied and other items missing. Local manager (Brighton) initially very aggressive, defensive and unhelpful until admitting mistakes. All this resulted in unnecessary stress and an extra days labour cost. Quality of kitchen good for the price.

Great product and the leader in read made quality units

Friendly customer service quality goods professional delivery service easy replacement for any damaged.