Have recently had a kitchen fitted by MFI and although the fitting is good my complaint lies with the time taken to fit it!!!!!.We paid for the "premier" fit....................god knows why? in total it took nearly 5 months to install and still not happy.The "dedicated" installation team who are supposed to contact you through installation never do!!!!!!!!!!.When you try to complain to this team they are as much use as a chocolate fireguard.They say they will phone back and never do and when I try to contact loca store where purchased kitchen from you just get answerphone,I leav contact details and hear nothing.When you do manage to get through (good luck!) and speak to staff and say you want speak to manager they take details and still after at least 12 answerphone messages and four personnal calls still nothing.I have also written two letters of complaint to the manager and heard nothing back,so I ring head office who say they will contact the store.........................still waiting!!!!!!!!!!!!!
I will never use MFI again or recommend anybody use them.They are very helpful when taking an order but aftersales??????????.................................yeah righto!!!!!!!
Me and my mum both purchased bathroom suites with MFI this year. With mine, there was a manufacturers fault with the waste pipe of the bath and a few months after it was installed, the waste pipe came loose, spilling water all over the bathroom floor, into the kitchen, I was electrocuted, the kitchen was destroyed and I am awaiting insurance coming through. I am also still awaiting a refund cheque, 5 months later!, for goods which we were sold that we did not need. My mum's shower was never sealed by the MFI fitter and the first time it was used, the water gushed from the shower, to the floor, through the NEW floor, into her kitchen, damaging her books, TV and radio. She has been avoided like the plague and MFI will not take responsibility.AVOID MFI! I will never use them again.
What an experience! And never again! Having gone to my local MFI store to purchase a dining tabe and chairs - they informed me that sale prices stood for another 3 weeks. We then went home to measure up etc and were quite excited about the perfect table we had found. I then returned to MFI to make an order and pay. After having taken all my details on the computer the salesperson absently told me that "oh sorry this item is discontinued!" I was speechless. I then suggested that they remove said items from the shopfloor and was met with a blank expression. Clearly MFI staff have no idea of MFI policy and what is and what is not for sale! I then wrote to head office to complain and got no real apology whatsoever - Appalling customer service and head office were no better - just offered their apologies - nothing else - can guarantee will never step through an MFI door again!
We had a space kitchen fitted and supplied by MFI in July this year and it was pretty much a hassle free pleasant experience. Sandy from MFI in Falkirk helped us with the design, they arrived at all times as expected and prearranged for pre fit etc. The joiner (Ian) that fits their kitchens in Falkirk is unbelievably good and the finish is exceptional. It was a bit expensive but we used the interest free option which worked for our budget. It was started as planned and finished as planned which was just as well as we were off on holiday the day after it was completed. A couple of things didnt turn up in the delivery but the joiner just worked round that and they were delivered pretty quickly when reported to them.
So impressed we just went in to check out a new bathroom today. I think reviews are great, but people that have positive experiences dont tend to post so i felt i had to on this one.
I'm quite surprised by the feedback MFI is receiving. I redid my entire kitchen using their Space range and I had an experience that was pretty close to my ideal when it came to customer service. I've heard claims that the staff are rude but I found the complete opposite; on the contrary, they were keen to help me find just what i needed.
Payment, too, was taken care of smoothly and I was able to arrange a delivery date without a problem - they are not a perfect company, however. My delivery did end up delayed by a couple of days and they didn't contact me about it, but the furniture itself has held up very well, even with the constant use it gets as part of the kitchen, and I saved a lot of money in comparison so I won't complain too much.
I find it hard to believe I had such a positive experience and so many people had a nightmare with MFI, but I would certainly recommend them to anyone who requires adequate, reasonably priced furnishings.
I have had ongoing problems with MFI, I have a small bathroom that needed to be fully refitted. We paid in excess of £4,600 for what is not actually very much. I waited for a long period with no news about an installtion date or delivery, chased up the store- not easy as they are lots of barriers to speaking with customer services like they dont answer phones, return messages etc. Threatened to withdraw my order and they arranged a date for delivery and installation some 12 weeks after the order was placed. The delivery was incomplete no mention of what was missing or what they were doing about it so chased that up.
Then to compound matters I stayed off work on the day of installtion and guess what no fitters arrived. I phoned the fitters directly and was advised that the hub had not booked in the job and that there would be another 4 week delay!!!after some discussion they agreed to bring it forward by 2 weeks. That doesnt compensate for the day off work and the stress and hassle. I am so angry that this large company are getting away with overcharging on products and giving the most appallingly bad customer service I shall ensure all my friends are advised never ever to go to MFI and am advising anyone reading this to steer well clear, this company does not deserve to continue operating as they treat their customers with absolute contempt.
NO STARS AT ALL.
My advice to all is go to the Furniture Ombudsman. They will mediate on your behalf.
I have had the same experience as almost everyone else. Bought an MFI kitchen. Wrong cupboard fittings, faulty unit etc etc. there are so many things wrong that I can't possibly list them all here. The worst was that the fitters installed a 70mm Upstand, even though I had told him that I thought I was getting full Splashbacks, including over a window sill. When I asked why he had fitted it when he knew it wasn't what I wanted, he said that it was what had been sent, so that's why he fitted it.
They also advised me to use baby oil on my Maia worktops, which I thought was odd, so I contacted the makers and they were horrified, and have taken the issue to their Directors
Customer services are all but useless. I have been speaking to the Loughborough store Manager about refunds totalling over £700 for three weeks now.
I have now made a formal complaint via the Furniture Ombudsman's conciliation service, so they do the mediating and try to resolve the issues, and this is a great help, as I don't think I would be able to talk to the Manager again without losing my temper, and I don't want to do this.
I would certainly never buy from them again. Unless all dissatisfied customers register complaints with official bodies, we will not get MFI to change. No stars at all for MFI
I have read a number of reviews regarding MFI and as a recent customer thought I would add mine. We were recently seeking to improve our guest bedroom and as with all DIY projects we sought to make the best possible improvement within a reasonable budget. Overall we are very pleased with the results and firstly it has to be acknowledged that the MFI furniture itself is well manufactured. The fixings used to assemble it have improved enormously in recent years and the finish on the units is very good. The instructions have also got a little clearer than they used to be for the assembly of the main units though not for the optional extras like the corniche.
Many negative comments have been made about the fact that MFI do not stock the furniture that they sell and you have to wait for delivery. When MFI first opened about 20 years ago all products were available within the stores which were like vast warehouses. Displays were not as well presented as they are today but by and large you could choose what you wished to buy and leave with it the same day. There were two problems with this. The customer often found because the products were stored in public areas a lot of damage occurred and many vital pieces were missing when you got home.
MFI found that not only was this a problem but also MFI had to carry huge stocks at all their many sites to try and ensure customers could leave with the goods. As those who know a little of company economics are aware stocks are working capital for a business and financing your working capital and getting an adequate return on the working capital employed in your business are of paramount importance. MFI found it increasingly difficult to make a good return and have on occasions been in financial difficulties.
At one time MFI was even part of ASDA who had paid about £600m for the business. Later ASDA divested themselves of the business which was then privately run before returning to the stock market in the 1990s. So MFI now run themselves with the minimum of stocks by maintaining centrally located stocks which are then distributed to customers.
Many of the carcases are interchangeable between the ranges of furniture and this too keeps costs down. When we bought our bedroom furniture we had delivery 17 days after visiting the store and placing the order. In the meantime we got a new carpet fitted and decorated the room so we did not feel inconvenienced by the delivery time. As a side point we watch all the decorating programmes on the TV but still just removed the old furniture, emulsioned the walls and put the furniture back. No ethnic furnishings and carefully cut MDF for us. All the necessary packs were delivered and inside all the bits were present and correct. Indeed we seemed to have an awful lot of bits left.
One complaint I do have about MFI is how the peripheral bits like corniches and plinths and deluxe side panels do push the cost up. I think MFI are in danger of killing the price driven ethic if they keep squeezing more and more out for these items which do not attract the headline 'discounts' of the units themselves. It was also true that there were no instructions or guidance for the fitting of these items which might have helped. All things considered I thought MFI were OK but you have to watch your budget for the total package.
MFI like to S**T on you from a great height!Paid in cash up front 6k for a black space kitchen, when the fitter measured up he added on another 1k of units for infills!! took months due to cupboards missin from delivery and damages done by MFI fitter - treated really badly by all staff we tried to get to help us - overflow pipe on sink not fitted flooded cupboards and expanded MDF bases! was told he fitted it correctly not his problem!. Sat and cried in store after 3 weeks of having delivery dates changed and things not arriving - no one cared - 2 small kids no kitchen - still damaged panels doesnt look like what we wanted - 1k of panels on top of order so he could cut them up to fill gaps he measured!!Wish i had gone to IKEA0 stars
If you are reading this it may be too late.
However these are what you will need.
SPARE MONEY. You might need it!!!! I had to pay for 2 oven packs.
The day before delivery a phone call told us the oven would not be delivered for 3 weeks. The hob and extractor came but I had to go to B and Q and pay again for an oven. (Took approx 2 months to get refunded and no recompense for petrol to and from the shop.)
SPARE TIME. Lots of it to phone, go down to the shop only to be told you have to phone. Also to wait for collections of wrong items delivered and for delivery which will be in dribs and drabs and even 2 in one day. You are in for a treat!!!!
A LOT OF PATIENCE.
I advise you to look at kitchens and have a good idea of what you want. Then arrange for a fitter or 4 to call before ordering and see what advice they offer.
If you aim to use MFI fitter ask them if they have to pay MFI a percentage and if so what it is.
Check when you order that you have the tops and plinth lengths only that you need. The salesperson ordered FAR too much and you are supposed to return extras within 7 days and yet you may not be aware.
One box looked fine but there was damage to the unit and some boxes were damaged and we had to use a couple of damaged bits that could be hidden.
A couple of vital other parts were to be delivered the week after. On pushing these were delivered by special delivery.
My last advice is to start immediately documenting a list of events because by the end you will forget what you have done. I left messages so often on the answer phone. In the end, I drove down only to be told they only listened to the messages every 3 days or so.
At the end of all this with a wonderful independent fitter I do have a lovely kitchen so keep smiling!!!
Never ever buy from MFI! We ordered our kitchen in Feb' & as arranged was delivered on May 10th (paid for in full). My husband was fitting it himself & so the kitchen was stripped bare ready for its' arrival. Some items were missing, some were incorrect and all the unit carcasses came the wrong colour. We sent the carcasses back. No one phoned us so we had to drive to the store (1hr) where we were told that the kitchen we'd ordered no longer came with a white interior it is now wood!We decided to take the kitchen with a discount but were then told it could'nt be delivered for another 2 & a half weeks as they had "sold it on".No one cared that we had no facilities & our kitchen was a bare shell. We cancelled & after many phone calls and a lot of upset we eventually got a refund and in the meantime had to wash up using the garden tap. This company took our money knowing they could not give us what we ordered. But the overall attitude of staff was so frustrating as no one was bothered at all. We ordered another kitchen from a local kitchen company who have been fantastic and amazingly because of our problems with MFI have arranged to supply it in one week!
We bought a kitchen, half price. We used our own fitter. A few delays with a number of items being delivered but nothing too bad. The real problem began with the extractor fan, the first was broken, the fan shattered off its mountings. Fitter remarked that it was delicate and not packed properly inside. Ordered another which came eventually, also broken, fan sheered off inside. Spoke to manager at Isleworth Kieran who was very curt and rude, he said he had never come across such a problem but would order me another. He didn't. Chased Customer Services who ordered me a third unit. Came May bank holiday weekend, again smashed inside, no extra packaging as promised. Chased Customer S. said; 'We don't even know the supplier at Customer S, ...can't contact them' and 'Cant speak to manager but he will listen' 'Contact your store' They ordered a fourth unit.
I will never deal with MFI again. My Kitchen was paid for in full in January 2008, delivered 20/2/08 and should have been installed within 3 days. Because I am disabled we paid to stay in a hotel for 3 days so that the water, power etc could be turned off.
It is now the end of April and my kitchen is still not installed, there are units missing and deliveries do not arrive at the arranged time & day. The stress of all of this has caused me to have serious health problems and the cost of moving out in order to facilitate the work has been crippling financially. MFI don't appear to care or want to help I am disgusted with them. Avoid this company at all costs they will let you down badly and wont try to rectify any problems because they already have your money. AVOID MFI
We purchased an MFI Kitchen with Appliances costing thousands of pounds and have had nothing but trouble during and since installation. We have written to the Managing Director on several occasions to little or no avail. We discovered that the team sent in for installation WAS NOT CORGI REGISTERED SO BEWARE ALL. Luckily my Husband has Corgi registration but others won't be so lucky. Washer/Dryer damaging clothing despite Engineer saying nothing is wrong with the appliance. We have been told if another Engineer is sent out we will be charged for the visit!!!!! We are taking further action but beware of MFI. Customer Service useless. Staff rude and totally unhelpful. We even insisted on an Installation Manager to inspect the installation. He arrived seemed more concerned about going on holiday that day, kept looking at his watch assured me that all would be rectified. On phoning the woman involved in our case some time later when we hadn't heard anything she informed us that the Manager had said nothing required to be done!!! Wonky electrics which he had said ok after wiggling the fitment in the socket, it lighting and he saying "it's working ok now"!!! Unbelievable. The list is endlesss and is ongoing. My advice to everyone out there "don't go near MFI"
I ORDERED A SAN REMO CUBE DISPLAY UNIT ON 17TH FEB - & DEL DATE WAS 14TH MARCH. GOT TIME SLOT OF 12-6.30PM.. AT 3PM I HAD A PHONE CALL FROM MFI TO SAY THE LORRY HAD BROKEN DOWN & COULD THEY DELIVER THE NEXT DAY. I AGREED. THE MEN TURNED UP ABOUT 10AM ON SAT. THEY DIDN'T LEAVE ME NO PAPERWORK TO CHECK ANYTHING OFF. OBVIOUSLY I NOW KNOW WHY....WHEN I OPENED THE BOX I NOTICED THAT I'D ONLY RECEIVED 2 SIDE PANELS, NO TOP/BASE/SHELVES & NO INSTRUCTIONS. RANG CUST SERVS (AFTER BEING ON HOST OF THE MORNING) AND WAS TOLD, WE'RE SORRY & WE WERE AWARE THAT THE MISSING SECTIONS WOULDN'T BE AVAILABLE AS THE MANUFACTURER HAD ADVISED US THEY WOULDN'T BE WITH YOU IN TIME FOR DELIVERY, BUT WE THOUGHT WE'D DELIVER THE REST ANYWAY!!! - HAVING TO WAIT UNTIL 2ND APRIL FOR THE REST OF IT.