The Shaker Kitchen Company 

Some of the positive reviews are fake. A few of these “customers” have the same surnames as their staff members! Only God knows how many more are fake!

I echo many of the reviews on here unfortunately. I have lost many hours of my time trying to call Shaker and sending emails only to be ignored. We also suffered from delayed appliances and damaged units which took months and months to resolve. This had a significant knock on effect to our wider renovation project and also caused a lot of stress and frustration. I agree with others that the end product is good but it is a real battle to get there. Maybe things will improve under new ownership but they do need to look after customers once they have taken payment and not just before.

Thought I’d pop on here to provide a latest update.

Following a three month delay, missing parts to kitchen and having to make a million calls and emails to get a response our kitchen is in. We still don’t have a working utility sink and the extractor fan is faulty.

Kitchen is beautiful but Shaker owe us just shy of 2k and have been “processing” the refund for 4 weeks. This is the cost of a plumber to get water before Christmas ( ours chipped off after being messed about by delays to delivery) plus a quooker Tap that didn’t materialise.

Our garage is full of rubbish, despite paying the “platinum service” ( I still have no idea what was platinum about it)

The work tops didn’t fit the kitchen despite being templated and we had to rejig the layout to get it to work.

Karolina at the office deserves a knighthood as she has bore the brunt of all my dissatisfaction.

Anyway - wanted to ensure my latest experience was available to those considering Shaker, it’s interesting how many 5* reviews popped up - guess it’s a lottery as to what service you get

Truly delighted with our new kitchen, the quality is fantastic and the design / layout makes my life so much easier !
All my various questions and requests were answered promptly and with professionalism. Installation was on time and efficient.
Thanks so much. A very happy customer.

Genuinely extremely happy with my new kitchen. I was recommended this company, and their product fitted with the style I was looking for as well as being within my budget. I’ve had many friends comment on how lovely it looks and I’m loving using it!

We purchased our kitchen last summer and have had a fantastic experience from our initial meeting in the Clapham showroom to delivery in July. We installed ourselves (so can't review that bit!) and couldn't be happier with the finished product.

Every one of our friends has commented on how wonderful it looks even though it has got a couple of dusty pink cupboards ;) The quality is fantastic and hopefully will last us for many happy years to come.

Hermione our designer was incredibly attentive and hands-on and held our hands when they needed holding. We were told when our kitchen was due to ship and any hiccups and delays were soon relayed to us. We were a bit worried after reading a few reviews elsewhere but our budget meant we were limited to a few bespoke options. Meeting with the designers quickly put our minds to rest and we put our trust into the team which was the best thing we could have done.

We feel a bit sad that a few negative reviews tarnish the good ones but hey ho that's the tinternet I guess.

All we can do is give our honest and happy review in the hope that you go and visit the showroom, see and feel the quality in person and take it from there!

People in general are very quick to provide their feedback on things when they have gone wrong or they feel the service they have provided is sub-standard, but tend to be less vocal on positive feedback. We felt it was very important to let you know we are extremely happy with our kitchen and the service we have been given both at the showroom, but also since.

Sam has done an amazing job in relieving any concerns and worries we have had about Shaker during the management changes, but also fielding a huge number of questions and concerns throughout the process. I’m certainly not the easiest customer, but he has remained extremely responsive and delivered on exactly what he has promised throughout. Briony, who I appreciate is separate to Shaker (on the installation side), was excellent as well. She was completely on it throughout installation and picked up the phone before we had a chance to call her with concerns or feedback – which was perfect!

We have spent a significant amount of money on the whole project (£70k+!), which adds to the stress of course, and a large chunk of that is on the kitchen itself. We are extremely happy with the whole project and we have no regrets in our decision to go with Shaker, in fact, to the contrary!

Thanks again to the team! Great work.

Fraser and Hannah

I was concerned about previous negative reviews, but had already ordered my new kitchen before my attention was drawn to these.
The design process had been great and communication good, but I admit I was anxious about the arrival of the finished product, particularly as so close to Christmas. I needn’t have been - not only is our kitchen beautiful, it arrived on time and the fitting was flawless and done very quickly. Communication was amazing, particularly when we made a change to the design last minute and decided to add additional cabinets. Nothing was too much trouble and a special thank you to Jess who was a pleasure to work with throughout the process. Very happy with the finished product. We are the third of our friends to have a shaker kitchen this year and I would not hesitate to recommend. Thank you!

What a kitchen, what a job, completed as promised on time with little fuss, the experience with the team from the showroom to the back office and throughout the organisation has been in my experience fabulous
I would recommend them and have done so you family and friends

Keep up the good work

Philip

You should only order a Shaker kitchen if you do not value your patience, self-respect, time and - most of all - hard-earned cash. 

It would be too boring to go into the litany of broken promises, missing items, unavailable items, damaged items, substandard items, amateur rectification, unpaid refunds and total lack of communication. On this last point, don’t be taken in by the shopping experience - the showroom staff are great but the back office is hopeless. It is impossible to get a meaningful response from them.  

Please note that things are no better under the new owners; they are very evasive and clearly have no respect for customers. On this page, you will see that the new owners are using weasel legal explanations to try to shrug off these reviews, which does not change the horrendous customer experience. (But, as they are being technical about their acquisition, let’s look at that too; I very much doubt they are servicing existing customers out of the goodness of their hearts. It is more likely that the revenue of the existing customers’ contracts is one of the assets that they bought, which means they have legal obligations to such customers.)

The business seems toxic so only deal with them if you want to be contaminated. It is an ugly experience.

The design process was great. Unfortunately, it all went downhill after that. Our kitchen arrived in August damaged and very poorly painted, the primer was visible, and it also had streaks throughout. None of appliances were delivered, even though I have in writing that they would be delivered with the kitchen. After constantly being told that the appliances would be delivered, they were not and we ended up spending more money getting another oven delivered, which we then had to fight to get our money back.
We had a painter on site for 6 days to rectify the paint work, which was actually worse once he ‘finished’. The painter painted our hinges which are now ruined, we are waiting to get this rectified. Another painter finished the job, which is satisfactory.
They also owe me money for a tap that I returned, they have the tap and still have my money.
Don’t be fooled by the companies change of name, we have in writing that we would not be affected by this and then we have an email from the ‘directors’ that our contract was with the previous company, the shaker kitchen company and not the shaker kitchen workshop, it is still the same cowboys.
Please look closely at the quality of the finished kitchens in the show rooms, on closer inspection, these are poorly executed.

I would never usually bother to leave a review but if I can save one person the pain I have had to go through with this company then I will sleep better at night. Hands down the worst customer experience imaginable. Please do not be sucked in by the fact the kitchens look quite nice, the stress is just not worth it. Reading the other reviews, I know exactly how people feel and echo their sentiments entirely. Basic design errors, misfitting parts, out of stock items, poor communication, lack of proactivity, MONTHS of waiting. Any excitement about your new kitchen will be completely drained from you. Just one fault after another and a complete show of embarrassing incompetence. Just read the other reviews and realise there is no smoke without fire. Do yourself a favour and avoid as life is too short.

I would like to explain the rating. I ordered a kitchen in June. It was fitted in November. I am waiting for a refund on a £360 tap that has not arrived. I am missing a shelf for a cupboard that cannot be currently used, a wooden plinth to cover up a cupboard being too small and bin inserts for a bin cupboard that cannot be used. The company and I have exchanged over 60 emails on these items since installation. I am now 8 months pregnant and have a kitchen I cannot use. I would not purchase from this company due to the stress of no follow up. It has been a huge regret using the shaker kitchen company. I will be at the showroom next week heavily pregnant as booked 3 days off to wait and get my refunds/ materials before I go to the ombudsman and a solicitor.

waiting waiting waiting :(
If you are considering using this company I warn you to go elsewhere!
Maybe the new owners will try to improve the customer service, although I believe they used to work for the company previously?
Our kitchen is incomplete and not functional. Ordered in March delivered 2 months overdue in August (possibly due to the units being made in Vietnam and NOT in the UK as it says it does) and we still have NO tap, dishwasher or ovens that can be used. Oven unit was incorrect, larder and fridge units have been badly manufactured with cracks, ripples and lumpy filler thats been painted over I could continue.....
There is a lack of respect for customers it seems.
If this is not rectified by Christmas I will be looking to take things further.
I had read the reviews previously on here but took them with a pinch of salt but now I'm regretting it.

I was worried about ordering through this company due to the huge amount of negative reviews i came across. I took a gamble however as i loved the kitchen and Hermione in the Clapham branch couldn't be any better. She also assured me that they'd totally re-structured the company in order to give better service, so we went ahead.
The service has been great up to now. The initial design, great. The delivery guys, great. (except for damaging the door step, but otherwise very helpful). The installation team Fabulous - just didn't have everything there to install.
We didn't have the appliances delivered, and therefore they couldn't fully fit our kitchen. This was over a week ago, and i still have no date for this to take place.
The customer service now is non existent. the phones ring and nobody answers, and emails are just either ignored, or promise they'll get back with more info, which never comes.
I am losing the will to live. I'm praying this will all be resolved in a matter of days, and we'll forget about the negative part, but judging by other recent reviews on here, i am starting to worry.
They have just been taken over by another division of Shaker co. I'm hoping they've not gone under, and this is the reason for constantly being fobbed off.
The half kitchen we have so far is lovely though!

Worst customer service I've ever experienced but a decent kitchen. We've now been waiting months past the delivery date for items paid for 6 months ago and have to constantly chase for answers. On summary, the kitchens are nice but the customer service is appalling.

We had our Shaker Kitchen installed this summer. Although the product is very nice and the showroom and design staff could not have been more helpful, everything seemed to fall apart after they had taken our money. We suffered delay after delay, were not informed that appliances etc were not arriving, and were eventually left without a kitchen more than twice as long as was originally planned. The customer service and project management was shocking and we spent hours having to chase phone calls and emails as people would never reply to us to resolve our issues. Now we have our kitchen finally completed we are owed nearly one thousand pound in refunds which were agreed in writing but have never materialized. Unsurprisingly they never respond to calls or emails asking about this!

Quality kitchen, reasonable price, overall very satisfied with my kitchen.

I just want to thank Caroline and all the guys in Surrey for the help in designing and making my dream kitchen a reality. I’ll be forever in your debt. Muchas gracias x