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[Matt Hall]

Matt,

Nice to have you on board. I saw your post last night, but decided to give you 24 hours or so to get settled in before I start ranting at you!

I'm an ECF customer, and have been very happy with pretty much everything until recently. In the last couple of months I've had 2 pretty major issues - one regarding the Hoxton/Arlington range (I say one, it was really several issues, see this post).
Sorry, I cant open the link to see your previous post

I spoke to my rep (Dave Starling) about these issues, who fed it back to the powers that be (don't know if you were included in that!) but the response in the end was essentially "the manufacturer has changed some things without telling us; that's how they're made now & there's nothing we can do about it". Similar response to another issue (same job, but not mentioned in that post) with some curved cornice blocks that don't line up because they're the wrong radius. Without knowing the specifics I am unable to comment further I'm afraid. Sorry you have had a bad experience with this awesome range, its going down so well from all territories. It's a very new range so I'm not sure what has changed since launch. By all means fill in the blanks to me if it helps, job ref, date supplied etc (the usual blarb).

I did get a slightly better response on the paint/packaging issue, saying it shouldn't have been sent like that, but it stopped short of an apology - not even for the extra work I had to do touching in the paintwork (which involved a 3-hour round trip & half a day's labour).
Very sorry for the hassle you experienced on this, our supplier needs to get better and we do keep a close eye on performance however our quick turn arounds and trade required lead times mean we cant strip out, check and re pack every order, sometimes you have to judge us on quick we turn around a problem.

Unfortunately I won't be using this range again unless things change for the better; yes, it's slightly cheaper than the Multiwood equivalent, but I'd rather pay a little bit more for a big jump in quality.
I'd politely argue these are isolated instances, the HOXTON range is going down so well after such a short period of time.

Then just recently I was really disappointed to be told you couldn't do some cabinets I requested because they were "too bespoke" for you to do. There were 6 in total, and all were essentially standard boxes, just with odd dimensions. How on earth they can be "too bespoke" for a cabinet manufacturer is beyond me. In the end I had to order some rips of carcase material from you, and make them myself; not exactly rocket science, but I really could have done without the hassle of doing that.

We can do a made to measure service on our Superior Cabinet range as long as the bespoke units are not more than 25% of the total job, each dimension (height, width, depth and shelving changes) charge is £30.00per change, this surcharge is discounted at your standard cabinet discount rate.

On the plus side though, Dave is a great guy, as is Tim the delivery driver (who, unlike 99% of delivery drivers, is cheery, friendly, and genuinely helpful!).
Many thanks, always good to hear!

Jonathan

Hi Jonathan
My Clints are above for you.

Matt.