A company boss has apologised after a number of families’ dreams of a new kitchen were shattered.
Louise and Michael Twist decided to have a new kitchen installed last year and thought they did their homework. The couple had been putting money aside for years to create the kitchen of their dreams for their family home in Mawdesley, near Ormskirk, reports the ECHO.
According to Louise, 41, when she and Michael were deciding which company to select, they “probably over-analysed it if anything”. They looked at several companies before deciding to go with a firm called Kitchen Love, which had local showrooms in Ormskirk, Cheadle Hulme and Formby.
They looked online and were reassured to see glowing five star reviews from dozens of happy customers. Michael, an accountant, even did credit checks on Kitchen Love and didn’t find anything to arouse his suspicions. “It seemed completely kosher,” said Louise, “so we went for it”.
After meeting company owner Graham Griffiths, they signed the contract in April and were told the final bill would amount to around £30,000, with most of the money to be paid in instalments before work started. The project involved complex structural changes to their home, with new flooring as well as a completely new kitchen suite.
‘They had our money, so we were basically trapped’
Work began at the end of July and a crew arrived and took out the existing kitchen and part of the house’s external wall in preparation for the new installation. The couple claim there were repeated delays with the removal and preparatory work, which was carried out by builders who were sub-contracted by Kitchen Love. “We knew something was wrong then,” said Louise. “But they had our money, so we were basically trapped.”
After two months without a kitchen, things were becoming difficult for the family. The couple have three young daughters, and it was a daily challenge to prepare meals for them.
Louise explained: “We were luckier than most in the circumstances – we could use the barbecue to cook on at that time of the year, and I washed up in the sink outside. But we ended up putting on my parents terribly to help with food. My mum was often cooking for an extra five people.”
By the end of September, their house was finally ready for the appliances to be fitted. But when the units were delivered, Louise and Michael were dismayed when Graham turned up at the house with ex-display appliances.” Louise said: “They weren’t boxed, and we refused point blank to take them.” (Graham admits the appliances weren’t brand new, but maintains they were an “upgrade” on the model the Twists ordered).
The couple say they went to the Ormskirk showroom in October and their demand for a refund was refused. After some back and forth with Graham, they felt they had reached an impasse on the issue and decided to cut their losses. They ended up paying a different firm to fit their new kitchen, which was finally installed in December.
Luckily, the Twists had paid Kitchen Love using their credit card, and were therefore able to claim back the money for cost of the kitchen installation and appliances, but others weren’t so fortunate.
Wendy and Gary Charlton from Aughton paid for their new kitchen by bank transfer. Like Louise and Michael, they were impressed by the five star online reviews for Kitchen Love, and in their case, friends of theirs had personally recommended the firm.
Wendy said: “It all seemed so positive and promising. We got a good recommendation from friends. We were happy. So we paid upfront – £16,000 by bank transfer.”
Their old kitchen was removed in September and they waited for Kitchen Love to install the new one. “The excuses started then,” said Wendy. “One day, Graham turned up with a kitchen fitter. He brought a few base cabinets and a sink that was the wrong size” (Graham claims it wasn’t the wrong size, just a “different variant of a Belfast sink”).
Wendy continued: “We had a worker onsite for two and a half days, but he didn’t have anything to fit. He went home because he had nothing to do. Before long, we realised the company had cash flow issues and couldn’t supply us. We were fighting a losing battle.”
The couple were left with a very little left of their kitchen, but unlike Louise and Michael, they weren’t able to claim back the cash back. “We had to pay another company to fit it. We paid for the whole thing twice. We had no means of claiming back because it was done by bank transfer. It’s a life lesson, I suppose. I’m still learning at 60.”
Colin and Liz Halliday from Skelmersdale say they also took a big financial hit in their dealings with the firm. The couple transferred more than £6,000 to the company in October as a deposit for a new kitchen, but it was never installed.
After changing their minds about the order, Colin and Liz tried to cancel the contract during the 14-day cooling off period. However, but Colin claims he was repeatedly stonewalled when he requested a refund.
Colin, 68, said: “Graham made every excuse not to see me. I emailed him, and it said my email address had been blocked by Kitchen Love.” (Graham admits cancelling two meetings with Colin, but denies that Colin’s emails were blocked).
The couple have been left shaken by the experience. “It’s left me frightened of dealing with anyone else,” said Colin. “My wife is devastated by it – she’s desperate for a new kitchen. We’re of pension age and we can’t afford to lose £6,000.”
According to the three couples we spoke to, there are a number of other people in the same boat as them. They are all part of a WhatsApp group whose members claim to have been short-changed by Kitchen Love.
‘I ran the company – and I ran it wrong’
The company has now ceased operations. Although its website appears to still be up and running, but all of its showrooms have now closed, and it is no longer taking orders from new clients. On Google, it is listed as being ‘permanently closed’.
This time last year, Kitchen Love had a solid reputation. So how did a once reputable company get to where it is now?
Kitchen Love’s owner Graham Griffiths put the failure of the company down to a combination of “personnel problems” and “landlords moving the goalposts” that led to cashflow issues. But he also admitted that the buck stopped with him as boss. “I ran the company – and I ran it wrong,” he said.
Graham strongly denies that he sold products and services to customers that he knew he wouldn’t be able to provide. “You’ve got to believe in what you’re selling,” he said. “There’s no way in the world I would sell a product knowing that I couldn’t fulfil it. I wouldn’t do it.”
He admits this isn’t the first time he has encountered difficulties with a business venture. He previously ran a company called Kitchen Kraft in Formby, which went into administration and was finally liquidated in 2018.
Graham says he is now done with the kitchen trade after this latest episode. “It’s the end of the line,” he said. “I can’t do kitchens again. I failed big time.”
Asked how he feels about causing so much upset to his clients, he said: “I feel terrible. It [the work] should have been done, and been another five star review, shouldn’t it?”
When we asked him if he had a message for the people affected by what happened, he said: “I’m very sorry. Very sorry. And none of it was intentional.” He added: “People have worked hard for money to pay for a product they haven’t got.”
“If I could do it differently I would – that’s the truth. But each case has to be dealt with individually. Each case is so complex.”
The families we interviewed are at a loss over what to do to get their money back. When they reported Kitchen Love to the police, they were told it was a civil, not a criminal matter. One couple are starting court proceedings against Kitchen Love, while others have complained to Trading Standards. So far, they haven’t seen much success.
A spokesman for Lancashire County Council said: “Our Trading Standards team have received a number of complaints relating to Kitchen Love Ltd, based at the Atkinson Business Park in Ormskirk which closed down in 2024. They are currently looking into them.
“The limited company is based in Liverpool, and also had showrooms outside Lancashire. Anyone with a complaint should contact Citizens Advice Consumer Service on 0808 223 1133 for advice on their rights and to report the company.
“Depending on the payment method, complainants are also advised to report any losses to their bank or credit card provider.
“To find out more information about reporting your losses to a bank or credit card provider, visit Citizens Advice Consumer Service.