Optiplan - www.optiplankitchens.co.uk

We moved into a new build with an Optiplan Westbury Ivory kitchen in 2013. In 2015 we had the same units put in our utility room, this was 4 cupboards that cost £1200 with no cornice, pelmet or plinth.

In 2016 we noticed 4 cupboards and 1 drawer in the kitchen had delaminated. We were charged £100 to have them replaced under the 5 year warranty. The fitter told us that there was a manufacturing fault that Optiplan knew about.

In 2018 another 3 cupboards delaminated and were replaced, at no cost this time.

It's now 2023 and another 18 original cupboards have gone, including 2 of those that were replaced under warranty.

When I asked in 2018 if all the cupboards with the manufacturing fault could be replaced either now or when they inevitably delaminated, I was told no, even though they had done this exact same thing for another customer in 2016. I was also told the warranty was now just 2 years. Who buys an expensive kitchen that the seller only expects will last 2 years!

I have seen plenty of complaints on TrustPilot about this range, some people had a better outcome after taking it to the Ombudsman. I will never buy a vinyl wrap kitchen again.

We purchased a Optiplan kitchen in 2015. The design and installation went well. However last year noticed buckerling of some of the fronts of the doors. Contacted their customer service to be told that nothing can be done apart from supplying replacement doors at a reduced cost. We feel this is entirely unsatisfactory for a kitchen only fitted some 7 years ago.

After reading all the other complaints regarding Optip;lan, perhaps we should all get together and make a formal complaint against them.

I had an Optiplan kitchen installed 2 weeks ago. There were multiple issues with delivery as it had been sent out in the wrong lorry and the driver sat in my Lane for 3 hours before driving away with the new kitchen inside! I was told delivery would be rescheduled for the next day and there was a knock on the door that evening and there it was.

Once fitted there was damaged panel and a missing unity.

Trying to actually speak to anyone has been impossible. The phone rings for up to an hour and then cuts off. When I emailed my customer service named person, I was told she was on leave and deal with it on her return. I have never dealt with any company, having purchased a £16,000 kitchen excluding all appliances, that is further away from customer service than Optiplan. Eventually I was told the unit was arriving only to receive an email that same day, to say it is not.

My kitchen fitters are shocked and just how dreadful they are. They now are unable to tell me when I will receive it and the worst thing is that they are not concerned.

I would avoid this company at all costs. My sister used a local family business for her bespoke kitchen and I wish I had done the same because they actually care about their reputation and were so responsive.

Be very, very careful with Optiplan, once they have your money they have zero interest.

We were very happy with the service we originally received from Optiplan when we purchased our new kitchen complete with 20 year guarantee. However now 10 years later the laminate is falling off the bottom of several of the cupboards! We contacted customer services by email and they were not prepared to offer any help whatsover or advise how we could rectify it ourselves. This response is most unhelpful and unacceptable. Surely a kitchen costing over £15k should have better customer service than this. We consider a 20 year guarantee to be a guarantee for 20 years against defects.

We purchased a kitchen from Optiplan many years ago. We had a few problems after installation which were all dealt with swiftly and to our satisfaction. As a result of this positive experience when we needed a new kitchen for our present home, we turned to Optiplan again. Unfortunately, our experience this time around has not been at all positive with regard to the After Sales service.

We reported some minor issues immediately after installation in December 2019 (pre COVID) and 18 months later still nothing has been addressed. Emails have been totally ignored except for a standard COVID blaming response, the last of which was received

nearly 8 months ago. Telephone enquiries go unanswered.

The issues that we have would take probably no more than half a day to rectify and so it is hugely disappointing that After Sales have soured the whole experience it does leave a nasty taste of everyone's had their money we're no longer interested.

The follow up care that you receive from a Company in the event of things not going quite right is crucial especially with such a large purchase with so many different elements involved. It is the After Sales attention to the client that brings positive feedback, repeat

business and recommendations.

Following this experience with Optiplan Kitchens, we would not recommend.

Absolutely awful, shop elsewhere please! Issues so far: Kitchen measured wrong so units don’t fit, oven housing wrong design, wrong sink and dustbin doesn’t fit in the cupboard it’s designed for. If they were working hard to resolve the issues that would be one thing, but it’s me chasing them and they’ve dragged their heals for so long I now have a house without a kitchen and no where else to live (our baby is 7 days old). Optiplan just don’t care it seems, once they’ve got your money good luck getting a resolution to any issues. I would suggest using Diy-kitchens.com, they did our utility room and it’s lovely, far cheaper and had no issues. Wish I’d used them for the main kitchen (or indeed anyone else). Actually embarrassed I recommended Optiplan to my brother.

DO NOT BUY AN OPTIPLAN KITCHEN!! If I could have give 0 stars, I would have. I had an optiplan kitchen 20 years ago and had a wonderful experience. I had one in August 2020 and have had a horrendous experience. I filed an official complaint in August via email as stated in their policies. The automated response says someone will be in touch within 48hrs...here we are 3 months later and nothing. I had called time and time again with empty promises of someone calling me back but they never do! I'm at my wit's end.

The kitchen had many damaged and missing items. The fitter was so RUDE and unprofessional. But to be honest,the worst part is being unable to officially complain. As soon as they take your money, they aren't interested. Honestly,go elsewhere!!

I had a very pleasant initial visit to the Windlesham showroom. I felt confident that everything was clean and Covid compliant. The salesperson was courteous and very helpful. I am just doing my initial research at the moment but will definitely be returning to this showroom once I have more detailed plans.

We have a kitchen which is around 3 years old. A corner unit has broken, their warantee is only 12 months (which possibly tells you something about their confidence) and having spent now 5 weeks trying to get a response from Optiplan I'm starting get quite annoyed with them.

They are not cheap kitchens but the quality is really poor overall.

Other than the broken unit there are many, many chips in the paintwork and a lot of the units feel quite cheap when you open the doors.

Really dissapointed that they have such a dreadful after sales 'service' - basically from my experience it appears that they really are not interested in people having issues and this seems to be backed up by some of the other reviews here.

Such a shame a kitchen company can't get it right in this day and age.

Personally I would avoid them.

My wife and I decided to replace our 23 year old kitchen, designed and installed by Optiplan. After reviewing 5 other potential suppliers we decided to choose Optiplan again based on our excellent previous experience. Whilst not the cheapest option we wanted a high quality kitchen from a supplier that managed the whole project.

Our experience of the kitchen design phase carried out in store was excellent where plenty of help and advice was available from the designer on exploring the options available to meet our needs and aspirations.. They were very accommodating to our changes of mind as we gradually over 3 visits to the Camberley branch finalised our design, fixtures, fittings and equipment. The follow up home visit by the Surveyor was also excellent with good advice and minor changes and final details for installation were agreed.