Ashley Ann Kitchens, Bedrooms & Bathrooms

From design to fitting I cannot fault Ashley Ann. Collaborative, imaginative and professional throughout the entire process. When an issue arose during fitting - and there were more than a couple due to the age of our house - the construction crew solved and ultimately hugely improved the finished product. Exceedingly happy customer.

Following lots of research, we decided to use Ashley Ann Glasgow to install a new kitchen. We wanted to support a family run, Scottish company who appeared to have a fairly good reputation based on online reviews. The initial sales experience was great; their designers came up with good ideas that we didn’t get elsewhere and their products in the showroom appeared of excellent quality. However, sadly this is where the good experience ended… After requesting payment in full weeks before starting, work began on site on the agreed date. Removal of the old kitchen was fine, but the problems started on day 2 once the new units started to arrive. It was clear that there were some measurement issues that would lead to changes in the kitchen design and also doors, panels and kick boards arrived chipped or damaged. Our so called “perfectionist” installer decided to fit them and say nothing. When we raised this with Glasgow office, they suggested that they would just paint over the chips and scratches so that “you wouldn’t notice”. Unsurprisingly, this wasn’t the case and you could clearly see the paint strokes on the units. After reluctantly agreeing that the above wasn’t acceptable, Ashley Ann ordered new parts for us; however, many of these arrived damaged a second time and even a third time leading to significant delays in the works. Other problems we experienced included flooding from a poorly installed washing machine, no heating or hot water, rubbish left in back garden for several weeks and issues with the electrics. The poor quality of workmanship, product and service was totally unacceptable. At every stage in the process, communication was terrible. We constantly had to chase for answers rather than being kept up to date with developments. Ashely Ann made us feel we were being unreasonable and in an inconvenience for wanting our kitchen to be finished. We were even told at one stage that our job was “not a priority” due to other projects that had just started! It reached a point where we decided to make a formal complaint and were initially told to direct this the Glasgow office rather than head office in Wick. However, following no response, we sent the complaints to their Directors in Wick and, to this day, have yet to receive an acknowledgment, let alone a response. Our job was initially estimated at 3 weeks but actually took 7 months. The works were completed approximately 5 months ago and as yet we are still to receive a formal apology or response to our initial complaint. We would strongly recommend avoiding this company and felt that others should be aware of this experience as we used reviews to make our decision. Sadly, Ashley Ann Glasgow were a very bad choice.

One star is one too many: Following Brexit and the uncertainties around COVID-19, we elected to support a family owned and managed Scottish company. One with a culture of care “enabling delivering on the promise to guide the customer through a skilfully managed journey”. However, from the customer perspective, this project was nothing short of a complete disaster from the start. It was clear from the outset that many basic measurements were inaccurate. Our clear instructions were sometimes ignored. Project management was woeful and the duty of care to the clients was way below an acceptable standard. The local Ashley Ann complaints procedure attempted to trivialise serious problems and silence the customer. Higher authorities at Ashley Ann Head Office were kept in the dark but when contacted were totally unresponsive. Direct emails went unacknowledged and were not replied to. We were obliged to wait weeks for a site visit from a senior member of management. Some of the more important defects included: Shelving which did not fit (see photo). Housings and doors for fridge and freezer were the wrong specification and not fit for purpose. Wall fixings for tall units which were totally inadequate (see photos). The tumble dryer socket was fitted within the tumble dryer housing and did not comply with safety guidance from the Institution of Engineering and Technology (see photo). Work began on 13th Sept 2021 and was finally finished on 9th Feb 2022. It was accepted that "the standard of the initial installation was at best - poor" and that "measures have been put in place to support the inexperienced team in the Edinburgh showroom". It was down to the expertise of the senior fitters from Thurso, David and Iain, who worked flat out for 3 days to finish a “four-week project” which lasted five months. The Domestic Electrical Installation Condition Report signing off the safety of the electrics was finally received in May. To put it simply, Ashley Ann overpromised and woefully underdelivered. Complaint resolution was dire. Simply the worst company we have ever dealt with.

Remodelled Victorian ground floor flat. Completely new kitchen, bathroom, WC, and en suite. Ashley Ann designer and materials were excellent, 5 stars. Builder recommended and used, YGM Plumbing & Building, extraordinarily poor project management and service, 0 stars. Final result is good (joiner work excellent), but extremely unpleasant with which to work, and took an extra 4 months from estimate to finish, costing us a fortune in rent, storage, rescheduled moving costs.