Brookmans

Avoid this company, whilst the kitchens are ok the customer service is horrendous. i paid a deposit for my kitchen in Feb 2020 now in May 2022 it still isn't finished and weeks go by with no-one replying to emails calls or texts. The stress this company has caused my family has been horrendous, impacting mental health but when this is flagged too they just do not care.Avoid and shop elsewhere, don't do it to yourself.

We've had the worst experience with this company. We ordered our kitchen in December, were told it would be installed in 16 weeks. as I write this review in August, we're still without a kitchen, and the customer services team are ignoring us.The showroom and sales experience was very pleasant, and the kitchens look nice for the price. But I'd steer clear of this company until they've sorted themselves out as you won't be getting a kitchen any time soon.

If I could give them zero stars I would. We ordered our kitchen in November 2020 and still have an incomplete and unusable kitchen today, at the end of august 2021. We have no idea when the missing items will be delivered, when our worktops will be completed, when it will be painted. The customer service is terrible and don’t answer your calls. The sales team were great but clearly lied to make a sale. And the fitters are great but also seem frustrated.Even if the finished kitchen was amazing, I would never recommend brookmans by smallbone.

If I could give them minus stars I would. I ordered from brookmans over other companies I preferred as they told me I could have a kitchen in May. I paid significantly over what we planned as i thought the service of a company like this would be worth the cost. I am due to give birth early August and they continue to push the delivery date of the kitchen. It was 16th May, then I was assured it was 3rd of June and told my kitchen needed removed and the room prepared by then. So we have had ours removed, and today I was called to say it’s now 17th June. I would avoid at all cost, they don’t care about the customer they just want your money. It is the worst decision I have ever made, a huge amount of money and the worst service we have ever experienced. Avoid.

Do not, I repeat, DO NOT buy a kitchen from these guys if you are working to any sort of deadline and feel like you would like any sort of customer service. No contact regarding delays or missing items. Emails not returned and phone calls not answered. Worst customer experience I have ever had. One star is generous. It’s a shame as the kitchen has the potential to be lovely if it ever gets finished.

Terrible - Avoid this company.I ordered and paid a deposit for my Brookmans kitchen over a year ago in March 2022.In December 2022 I paid in full and it was delivered.It’s now May 2023, FIVE MONTHS later and I still don’t have a pull out bin, under unit lights or a towel rail. The stone island was installed the wrong size. Plinths are propped up and doors don’t close properly. It still looks like a building site.If this wasn’t bad enough, the staff at Lux Holdings Knightsbridge HQ are terrible. Nobody cares - they either ignore you or take a high handed attitude with you. An apology is beyond them. I’ve asked for a weekly update, which I have to chase each week, and which always gives the same excuses.Just look up all the terrible reviews they get for customer service.AVOID THIS COMPANY.

Do not bother with this company. Move on to the next one.They have left me with a half installed kitchen despite taking all of my money, and it’s 7 weeks now since my installation started.I have to constantly chase for updates and even then I don’t get any details on leadtimes, even though their own factory is producing a number of outstanding items.I think their business model is designed to con you. They get you in with a good design and glossy marketing, agree a lead time, get you to pay 100% pre installation and then don’t actually complete the installation but enjoy having all your money.Then you go to the bottom of the pile so they can rinse and repeat with the next customer.It’s shocking. The Director of Installation fails to take any responsibility for the failures in his department and Customer Services are lovely to talk to but utterly powerless to help.It’s a broken business model and it’s us customers left picking up the pieces.They shouldn’t be allowed to trade.

If you read these reviews and then proceed to use this shocking company- you deserve to be left disappointed / robbed after.Never a response from them- taken 6 months to nearly finish a kitchen, from the first installation date to now and still not been finished. A lot of the staff got sacked but the new ones are even worse. Do not under any circumstance use this company. They’re quality of kitchen is decent, can’t fault the fitters or the kitchen, but my god it’s the service you get, you may be thinking oh if the kitchen is okay that’s fine - I’ll be an exception and it will all go smoothly. You will be left disappointed and very angry at the shoddy service. I will be reporting this company to watchdog and trading standards.

One star is generous for them takes 10 weeks and ongoing to fit a simple kitchen total disaster plus the fitters and the manager are total (See you next Tuesday) they can’t fit a hob a dishwasher plus let’s not talk about other appliances GOD knows when they will be delivered.If you have got time and need to be stressed order a kitchen at Brookmans and they will take care of you.That’s what they know best!

DO NOT buy a kitchen from these guys, they may have the quality but their customer service is shocking. Delay after delay and no communication. There are better organisations out there and I wish I hadn't ordered mine from them. Just got notified my kitchen won't be delivered until 18 January when it was due on 10 January. We are living in the house with a temporary since 10 December