my 72 year old severely disabled mother bought a kitchen with her life savings from Howdens. She delt with them direct. 51 of 61 doors,drawer fronts,panels etc. and 9 of 19 carcases where faulty! FIRA, who awarded them agold award for excellence agreed. Also the customer service was disgraceful, at one point they asked her to "squeeze in the back of her car with seats down while we picked up items from them that they had forgoten to deliver. One item was a panel so long, it was the full lenght of car,resting on dash against windscreen. She asked for items to be included in the quote that they omitted and lied that she never asked for. The delivery man admitted that he had spilt his coffee on some of the items. Some of the staples on the back of the carcases where missing and howdens rep said that I should nail them myself. These are some of the complaints, not all, but the worst thing is she asked for a refund and they said she has no rights as they are trade only and and consumer rights dont apply.