I-KOOK

If you read this review because you consider the services of I-Kook, I encourage you to read further and make a well informed decision.
Short version: Change in design after signing the offer, delayed delivery, poor installation process, wrong size cabinets and colors, mistakes during installation, mistakes in the design, missing appliances, poor communication with I-Kook specialist and lack of response from I-Kook management, currently hired a lawyer to help with the process and hopefully getting our money back since they do not want to remediate our situation.
Long version:
We have started our process about 2 years ago (for a new build house). The initial ordering process went somewhat good. Our specialist listened to us, made the design and delivered the plans. The nightmare started after we have signed the proposal (most of our pre-agreed desires although were promised to be included in the designed later, were not possible anymore. So we were advised to reconsider our wishes and compromise). About 4 month ago when the Kitchen had to be ordered, it was done in a very rushed way and as a result our kitchen arrived incomplete and many cabinets were of a wrong size and even colour. Most of our appliances up to this day are missing (refrigerator, freezer, stove, oven)
The delivery happened eventually, with one unexpected reschedule, but the installation.... was a nightmare.... after 2 failed reschedules, it has been cancelled the third time (they have asked us to come at our apartment 2 days in a row: Sunday and Saturday at 7am and no one showed up without emails or phone calls to reschedule or cancel the appointment). This is ridiculous, the customer is not the focus of their services for sure. I've never experienced such poor quality of service EVER. Emails are poorly followed-up and with delay, phone calls are not returned despite having asked for URGENT call back. Just ignored....
We were forced to go directly to I-Kook office to get to talk to someone. The result was disappointing: to all our questions the "kitchen coach" was claiming "I am only a guy selling kitchens in the store and I am not responsible for the delivery of the kitchen itself or installation, I cannot do anything". We asked for phone numbers and names of the responsible ones, he did not provide any stating that he will do it himself but no follow-up whatsoever.
Here is a list of the problems of our kitchen and what went wrong:
1) Delayed deliver (2 weeks later) and poor installation (after 3 reschedules the installer failed to install the entire kitchen. Up to this moment we have a half installed kitchen in our apartment). I will try attach pictures to show the magnitude of the problem.
2) The countertop was cut wrongly by the installer and does not fit the sockets on the wall. Currently, work on these sockets was not finalized and these are connected but exposed and unusable. There is also concern of safety as these exposed sockets are locate close to the water source which we use constantly.
3) Many cabinets were delivered in wrong sizes and wrong colours as a result the installation was not possible.
4) Even though we have paid the entire sum of the kitchen many of our appliances were not delivered. Currently we are missing :the refrigerator, the freezer, the oven, the stove. They have delivered only the hoot (not installed because it does not fit the cupboard it was supposed to go in), microwave and the dishwasher (which we cannot use because the door to it was not installed). Worth noting that they have provided us with temporary stove and fridge (which arrived dirty and I had to wash).
5) The handles to the drawers as well as some mechanisms were half installed (we cannot open all of our cabinets)
6) The side panels of the island are not completely painted and are not shaped (as the front). The back part of the side panels is flat (with no decorative shape) and not the right colour (just plain white with marker writing).
7) Some parts of our design is not possible to install such as the push open buttons of some cupboards and the water filter.
8) We have observed during the use of the microwave that the door is not stable and does not align properly when used. (During the initial installation in June, the installer tried to fix this but after several usages, the problem of misalignment reoccurred).
I am sure some of the details are escaping me now.. but the story is more or less like this.
All these problems were communicated to I-KOOK yet they did not react in any ways. We were forced to go to a qualified lawyer for council and advice. Now we are trying to get our money back since I-Kook did not want to remediate (not even respond to our requests and questions). Worth noting that we have filed several official complaints to the management of I-Kook via the formular on their website (again because there are no emails to direct people or phone numbers) but they were not answered not even an email confirmation that the formular was successfully submitted).
It is of course up to you to decide whether you want to go ahead and use their services (I would not recommend) and if you do so, I hope your experience will be better.

E

Elizabeth 1 jaar geleden

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