📅 January 2025
Appointments were scheduled for kitchen consultation, twice cancelled last minute due to “system downtime” in cases less than an hour before the scheduled appointment.
👩💼 Kitchen Consultation
Consultations went fine, and the design representative was accommodating. However, no internal handover during extended staff leave resulted in our emails being unanswered for over two months, despite multiple follow‑ups.
📏 Surveyor Visit
Surveyor was sent and took incorrect measurements, kitchen design was reworked. After remeasuring ourselves design had to be redone again on our originally supplied correct dimensions.
📧 30 January 2025
Initial delivery and installation dates were coordinated well by the front desk staff. Notifications and reminders were received via email.
🚚 22 March 2025
Initial kitchen delivery was smooth, delivery van and lifter arrived on time and were efficient and courteous.
🛠️ 4 April 2025 – Kitchen Installation
Everything seemed fine until countertop installation, the countertop was too short. Installers proceeded with the installation just the same.
🛏️ 5 April 2025 – Bedroom Installation
Installers started unpacking the delivered items; some wardrobe panels arrived damaged. A case was opened to reorder panels.
📧 5 April 2025
Sent first email to Customer Care with a snag list including the short countertop (with photos) and broken wardrobe dividers.
📞 April 2025
Followed up with multiple calls and a showroom visit. Aftersales initially indicated they would reorder the countertop, then insisted it was correct and that we would have to pay for it to be fixed.
📆 14 April 2025
Aftersales representative made another site visit and again insisted the countertop was correct.
📅 16–25 April 2025
Sent five emails and made multiple calls requesting delivery and installation dates. Only received a reply on 25 April after escalating to higher management.
📅 28 April – 12 May 2025
KREA stopped responding to emails. Four additional emails went unanswered. Eventually, we received a vague message saying someone would call to set appointments.
📧 12 May 2025
Still no reply to multiple emails, despite critical outstanding issues.
📞 20 May 2025
Delivery and installation dates were only provided after calling personally. Emails were still ignored. The timeframe was only confirmed the day before.
📦 30 May 2025
Delivery went fine. Lifter paid for by KREA, permits paid out of pocket.
🔧 31 May 2025
The installer was two hours late due to being double-booked and unaware that bedroom installation was also scheduled. Multiple calls and messages later, the installer was instructed to assemble the bedroom; but to no avail. Bedroom wardrobe dividers arrived damaged for the second time. The kitchen countertop was finally fixed. Another day of leave consumed to rectify KREA's mistakes
📞 31 May – 5 June 2025
Four unanswered emails and multiple calls/texts. On 5 June, the Appliance Installer found that the fridge, oven, and hob did not fit despite specifications being shared on 26 January. We had to pay out of pocket for a second visit.
🛠️ 12–13 June 2025 – Kitchen Installation
Delivery of bedroom panels occurred on 12 June, all broken parts were removed as instructed. Lifter paid for by KREA, permits paid out of pocket. On 13 June, Installers and the Aftersales representative created a subpar workaround for the oven and hob could fit. Bedroom installation was then completed.
📧 13–16 June 2025
Three more unanswered emails requesting kitchen fixes.
✅ 20 June 2025
The kitchen hob and oven were finally fixed by Aftersales after three visits, measuring, and recutting. Another day of leave consumed to rectify KREA's mistakes.
