Kinsman Kitchens Reviews 419

I signed off early Jan 22 and am still waiting for my kitchen to be installed. Don’t make the mistake of using Kinsman kitchens they are a disaster of a company. Finally after numerous complaints about the promised 10-12 week turnaround I am finally about to have the kitchen installed. Looks like it will take a month to do having been told today by the installer that the stone bench top people are running 3 weeks behind. This is after the old kitchen was removed … why remove it? This is honestly been the worst experience of customer service I have encountered. My last kitchen was a freedom and was installed in a week now I’m looking at a month without one let alone even a sink. We will have to wash up in our bathroom sink. Don’t do it and we are only installing a small kitchen in an apartment.

It's been 1 year and 4 months since we started our wardrobe and office designs with Kinsman and they still haven't finished the job. Their design is full of mistakes, with wrong parts supplied, and they keep saying it's not their responsibility. Unbelievably terrible customer service, would never recommend them to anyone.

Stay away from Kinsman, and avoid having such a terrible experience.

My initial experience with Kinsman was positive - they scheduled a design session quickly and the designer was helpful in providing an initial design of the kitchen. They session was on the last day of the month and I was offered 25% off the cabinetry price if we signed up there and then. We agreed to do so.

Unfortunately after signing, three things became apparent:
- The company regularly offers 25% discount off their cabinetry. This is not a special deal, the next month they offered the exact same discount as I was regularly reminded through their ads on Instagram. This month they are offering something else. If you are going to go with this company. just wait for a month where they're offering the 25% discount. If I had known they would do this I would never have signed the contract on the day, a very disingenuous practice.
- The choice of colours for their cabinetry is very limited. They will claim to be partnered with Polytec so you would assume their entire range is available. However they only offer a limited range within Polytec's selection. Again, if you do go with this company, ask them to provide their range of colours BEFORE you agree to the contract so you know your colour choices are even available.
- While initially very responsive, our designer became very slow to respond after we signed our contract with changes and updates. Changes requested were not implemented correctly. I think they had some personal issues which I absolutely sympathise with but the company should have taken the job from them and assigned it to somebody else, which they never did. I wasted a month requesting changes then waiting for a response before finally giving up and exiting my contract.

When I exited my contract I was out of pocket by $800 due to a clause in the contract that states they will retain $800 of the deposit should the customer decide to exit. They never even bothered to return my money, no communication at all so I had to request a charge back from my credit card provider to get my money.

I have moved to another designer and made more progress in a week than I had with Kinsman in a month. I would advise to steer well clear.

Kinsman took ages to complete the kitchen, made loads of stuff ups and never once took reposibility, charged more than quoted, and never contacted me after completion either(as they already had their money). Avoid this company!

Our experience with Kinsman has been disappointing and traumatic. The design was incorrect and the installation incomplete. The worst part: Kinsman nor the Installer will take any responsibility for the result. At this point, we could have gone to bunnings and picked up a flat pack kitchen due to this issue. The kitchen arrived at our residence on 8th April 2021, Kinsman recommended their installer (Hatchell Pty Ltd.) to fit in the cupboards in 2 days which has not been completed and have since disappeared/cut contact after multiple attempts to reach them.
We have also resorted to messaging Kinsman on their online portal multiple times and have never received a response. After months, we finally received a call back from Kinsman and apparently, they said they tried to contact the installer unsuccessfully. Kinsman then continued to defer responsibility to the installer. We mentioned the poor design and the fact that our cupboards did not meet our height design, to which Kinsman sent 2 modified cupboards “out of good will”, even after paying $15,000 for our incomplete kitchen. The Installer has left us without a kitchen since 8 April 2021 and decided to contact us only after we lodged a complaint with Fair Trading. The installer sent a text to advise he was free; however, we have already lost trust in this company and have had to pay another Installer to finish our kitchen.
The Area Manager of Kinsman came to look at our kitchen and agreed it was poorly designed and mentioned that he spoke to Kinsman to ask for the kitchen to be redone, but the claim was rejected. Kinsman cannot be trusted as each party defers blame and the installers are notoriously difficult to contact. Our guarantee has not yet been signed and activated as the installer (Hatchell Pty Ltd) is yet to sign-off on the completed project. We are also out of pocket for the rectification works by another contractor.
Hatchel Pty Ltd have persistently sent us their invoice to pay, even after all the poor communication and trauma they have inflicted on us. I will never recommend Kinsman and the Installer to anyone in future after our bad experience.

Well its still a work in progress. I paid a deposit 1 month ago, prior to which I asked very specific questions on whether my cooktop with integrated ventilation and oven could be installed on top of each other. I was assured both in person and in writing (twice!) that it would be fine. The day I planned to pay $3k on my cooktop, I suddenly get a message saying that it won't be possible. No clear explanation, just a simple, it hasn't been done before so we can't do it.
I also asked for a spice drawer, and was told I could have it, only to be told a month later, that its not part of the value range (there was not even a blip from the consultant when I asked for it in the first place). The same consultant also misadvised me on the finance procedure.
Overall, I have been back and forth so many times, I still don't have a check measure date, and now that I have been escalated to their manager, even he hasn't resolved my issues yet, nor provided me with an update.
I am absolutely disgusted and do not recommend Kinsman Kitchens to anyone.

I couldn't even buy from them. Fancy having a 25% off promotion for the month and implementing a 10% price increase in the middle of it. I felt rushed into making a decision on a purchase, and worst of all, wasted my time with them. Don't bother.

I wish I could give negative stars.
I wish so much that I had trusted the reviews. I assumed that mostly disgruntled customers would leave reviews so surely it couldn't be that bad. DO NOT DO IT. This has been the worst customer experience of my life. The number of administration errors, lost paperwork and miscommunication between departments is horrifying. I was constantly having to chase things up and triple, quadruple check any documents for the number of errors. They even forgot to invoice us for a progress payment that I had to chase up as we were told previously that it couldn't proceed past a certain point without payment and we had reached that point! Product is the same as you'd get most other places as they all go to the same suppliers for it. Save yourself the stress and go literally anywhere else.

We are still waiting for someone to call us back to resolve our outstanding issues with our plans so that we can sign off, no one has called back. Have even emailed the management email address and still no response.
We have had numerous issues with the design after site check that we have been trying to resolve and been going back and forth for weeks.
The communication is appalling and all we do is receive messages late at night from their outsource team that still doesn't fix any issues but just raises more.

I am midway through my kitchen and wardrobe purchase. I contacted Kinsman in early February 2022 and quickly received a call booking in my design consultation. My designer Winnie was great and I had high hopes. I was told (in writing) that I can expect my kitchen within 4-6 weeks (6-8 weeks max). From design, I was to have final measurement within 10 days from which the 4-6 week process would commence.

A month later I rang them and asked abut final measurement. After a back and forth final measurement took place after 8 weeks!!

Now after 11 weeks, I have been unable to get hold of anyone for days as I seek to clarify some minor details on my final kitchen plans. I have been informed that my wardrobe will not be installed till September ! That's 27 weeks from finalising the design to installation !!!!

Nothing is done in house. All design / measurement / installation is outsourced giving them little control over the process. I acknowledge that everyone is having supply chain issues but to go from 6-8 weeks max to over half a year is unbelievable! I feel particularly annoyed as I was assured that my kitchen would be delivered mid July on multiple occasions. I am now unsure if I will get it before October !

I would not recommend Kinsman. Go with a company that has in-house support and better ownership over the entire process.

Fancy looking showroom, but useless designer who have absolutely no knowledge about it’s product n very forgettable abt client’s request, wrong measurement, I have been going forward n backward with the designer numbers of time n she still got it wrong. careless CAD person who have no cabinetry knowledge, I have provided all appliances measurements before go into production line n the sink cabinet was made too small n leave no space for the tap, wall cabinets wasn’t made as customer request as well. Very unorganised to re-allocate the stone mason until the last minute n causing the customer extra 2 weeks of delay. They will say “yes, we can do this”, but they can’t deliver their promise at the end. they can’t even make the sink cabinet deeper becox “it’s all set to standard size in our computer program. They absolutely don’t take any responsibility of their mistake, after all these issue n they r trying to offer me $250 credit, what the xxxx?? They charge top dollar for cabinets but definitely cannot delivery wat u ask for. If u want to spend big money n ask for trouble, deal with them.

My experience is upsetting and i feel like i have been lied to just to get me to pay the first 2 deposits. I have been waiting for nearly 7 weeks for the trades quotes to be able to approve the CAD drawings. As if the trades did not say the gas meter could be moved the whole design wont work.
After following up for over two weeks i finally get 2 of the 5 quotes we need. One trade told me he only just got asked to call me last week and he had not even been briefed on the job. So Kinsman had done nothing for all this time and took me to follow up multiple times to get less than half of what we need.
I raised this concern with kinsman early on and they assured me they would manage this whole process for me and it will be smooth.
It is far from smooth and now kinsman are ignoring my emails and messages on their platform.
I am extremely unhappy and want a refund but they are now doing as they have done to others, ignoring me.
Does anyone have any advice of what I can do next?

Worst customers service and bad communicate. Spent over 2 hours designing with the designer ensuring everything I required (due to health) was discussed and added to plan. Quote was given and deposit paid. When I received my plan, changed were made without my knowledge or request. Then found out that the designer had selected the wrong cabinets and they wanted $$$$'s even tho I was quoted for what I asked for. I had staff confirm certain items are in the design, then a week later the manager says that their staff had lied to me and it is not in the design. Both admitted to lying but still required $$$$. They do not call you, you have to initiate all communication. After talking to ACCC, I did not have to pay the extra $'s and that they need to rectify their mistake. Kinsman gave me refund instead of rectifying their mistake.

The worst experience I ever had. None of my family or friends will ever choose them.
I had my kitchen design consultation on February and signed the contract since the designer promised me to deliver the kitchen the week after Easter. Cad plans had some issues (they put the wrong appliances & reduced fridge space width) and asked for corrections. Mails after mails, calls after calls no one responded.. At last after 3 weeks got the drawings corrected. I signed and accepted the drawings the same day (8/4/22). Now I got an email stating that the kitchen will be delivered only on 23rd May & will be installed on 25th of May. The plumber who came to do the rough, moved few roof tiles and left the roof open. It was raining whole day and my Neighbor spotted It that night.. Very very unprofessional…

One of the most unprofessional companies I’ve ever done Business with. Held my money for about four months before I heard anything, then when it came to the install they said it was meant to be Two days From removal of my old kitchen to my new kitchen. My kitchen was removed in a few hours which was great, The next day came when my kitchen was meant to be installed, they done the Classic Harold Holt and vanished so I was left with no kitchen for 4 weeks, absolute joke!! When they finally came back to install my kitchen it took weeks. Once my kitchen was finally in, I got to finally see the quality of the work and my god The attention to detail was appalling, he came back three or four time to fix it yet to no avail. Nearly a year in on trying to get the problems resolved i’ve heard nothing. From emails to telephone calls to speaking to manages, they all say the same thing we will get back to you ASAP what a load of S### absolutely pathetic and would not recommend this company to anyone… Kingsman you’re a joke!!

MDQKM22016 - Stewart
Signed in October for February installation. Still waiting waiting in April. Every time we ring it is just filled with lies. Now been informed that we need to arrange the trades as Kinsman don't do this and that we need to chase quality for all the damaged cabinetry. Sold us stone bench top that was discontinue, now will not fit island which we now need to arrange to be fix. Paid all the money for crap finish and service. They just take all your money and leave you high and dry. Been without a kitchen now for 6moths, which mentally takes a toll on you

We had a good experience with our kitchen installation early last year. I have since had a problem with the benchtop. Rang Kinsman and they said I needed to contact the Benchtop Company which I did. They said they no longer deal with Kinsman and that I needed to contact Kinsman directly. I rang Kinsman again and was told that if the Benchtop Company didn’t want to deal with me I should contact VCAT and put in a complaint. When I ordered my kitchen I wanted them to install as well. They provided the carpenter, electrician and the bench-top company. Now they have wiped their hands.

We haven’t had our kitchen installed as yet so can’t review the quality but just be aware, they will tell you one thing to get your deposit but the dates will blow out! We where told when we paid our deposit it would take 6-8 weeks for delivery/install from then, now it’s 15-16 weeks so more than doubled! So be aware that the lead time your promised won’t be what you actually get and don’t try and plan anything around what your told as we have! Annoying!

Do not use this company
I had my kitchen installed 1-2/12 and I am still waiting on three things that were damaged/not supplied at time of install. Kinsman are now pulling the floods card which is no excuse my kitchen should have been completed by no later than end of Janaury (allowing delivering times). I call to talk to the Manager I get the same response they are on leave. I write emails on my account inbox no one responds to me. I WOULD LIKE ANSWERS!

I should have read the reviews before proceeding. What an experience. You are all happy to take our money but when you don't supply all items, you don't respond to messages. You don't return calls. Where are you Kelly?? Still on the phone?? No plans given when you knew we were installing ourselves. Questionable quality too. Wardrobes are NOT reinforced nearly enough for their size and weight. Break apart way too easily. Not happy with it at all. Would never recommend.

Surname: Jones
Job Number: MWNDR22329

What’s the point of the Portal if messages are ignored and not responded too???