Howdens - Glasgow Pollokshaws Omdömen 40

We used Howdens Pollokshaws in Glasgow for a £12k kitchen and the experience was very disappointing. We were sent incorrect, missing and damaged items. Our contractor had to visit the depot multiple times and even source parts from other Howdens branches just to keep things moving. Customer service at this depot was poor throughout — lack of ownership, slow responses, and repeated references to the manager being unavailable. The result was a two-week delay to what should have been a straightforward 5-day job. Based on this, I would not rely on the Howdens brand alone — service clearly varies a lot by depot staff. Additionally, when we contacted Howden's central Customer Service, their replies were vague, dismissive and unhelpful (referring us back to the depot manager who was mishandling our case). A company like Howdens cannot claim central customer service exists and then refuse to intervene when a depot has demonstrably failed. Would NOT recommend.

Can’t fault the staff . It doesn’t matter if you’re buying a kitchen or just a box of screws and some silicon . They are always the same helpful team.

Amazing experience choosing our kitchen. Craig gave brilliant advice and was super helpful and responsive. 10/10 would recommend

Howdens was recommended to us by our installer (SB Joinery) when we started thinking about our new kitchen, and it was an absolutely fantastic experience from start to finish.
Craig at the Glasgow Pollokshaws was brilliant - he came out to discuss what we wanted, worked with us and gave us ideas we hadn't thought of. When we went in for the design viewing, he'd absolutely nailed it; apart from deciding the final cabinet colour and countertops, there wasn't anything we could add to the design - in fact the design was so good that the installed kitchen is pretty much identical to the initial image renders.
Craig made himself available and kept in contact throughout the process - he was really invested in ensuring our customer experience was as good as it could be.
The kitchen itself is fabulous - really good quality cabinets and everything is well finished and manufactured. It was delivered on time and with care ahead of the installation, and everything came together really smoothly. We are so happy with our new kitchen, and very thankful to Craig for all his hard work and advice throughout the process.

The helpful and friendly staff at Haggs Rd branch are amazing. They are also very knowledgable about the products they sell and are always willing to advise you on new products that may be of interest.

Howdens treated Barrhead Men's Shed very well and we are very pleased with our new kitchen it did take some time to achieve, but now that the new kitchen is complete all members and visitors at Barrhead Men's Shed admire and praise our new kitchen.

Ordered a new kitchen from Howdens in Pollockshaws Glasgow. Dealt with Neil who was extremely keen and helpful at the start and was very helpful with design. However once the kitchen was purchased and fitted the after service was poor. We reported a scratch on a door and faulty tap and were told that someone would ge back to us. Still waiting after 4 months.

We purchased a very expensive kitchen from Howdens Pollokshaws following a positive experience with the kitchen designer at home and in store in September.
Unfortunately this is where the positive part of this review ends as the kitchen designer was newly appointed and her manager,by his own admission,had not provided adequate training.
One error followed another in relation to the kitchen design to implementation.
While some of the errors were on a slightly more minor scale, the majority were on a major scale and included the plans of the kitchen not fitting in the space,appliance measurements not being taken into account in the plans despite being supplied,incorrect delivery dates being scheduled, incorrect total amounts being charged for the kitchen without deducting deposits,products clearly both verbally and in writing being mis sold as quartz instead of Slab Tech, the list could go on and on.
We paid a joiner for a full,first day to deal with errors alone.Without his expertise however,this experience would have been far worse.
The final straw was a piece of Slab tech on the hob run being cut on site incorrectly leaving a lopsided gap of about 5cm at one end and 3cm at the other. The plasterboard could be seen behind in the gap ensuring the first thing you see when you enter the kitchen is an absolute eyesore under the cooker hood.
The worktop and backboards amounted to £4500 alone, despite me being told by the branch manager that one of the longest pieces of the run was only £450.
A monumental markup for Howdens and an absolute waste of money for us as the error ruins the entire look of the kitchen.
Since that day we have dealt with Customer Service and the branch manager to try to bring this matter to conclusion.We have been subjected to unfulfilled phone calls,unfulfilled assurances, excuses and unanswered emails and texts since.
It took the branch manager a week to reach out to us at all, by email.There was no phone call or on site visit for customer reassurance.
Instead I had to contact the branch to verify they had received photographic and video evidence of the final error.
No one acknowledged receipt of my email.
False assurances were made that would bring the matter to conclusion that never materialised in relation to timescales.
The timescales were then denied.
The branch manager’s main focus was to make excuses,reduce any potential compensation and proportion as little of that compensation/accountability to his part of the business (franchise)while apportioning the majority of blame with the worktop division.
Left with no alternative, we escalated the matter eight days ago to Head office and it was allocated to the Regional manager and Area manager who to this date have failed to respond.We did however receive a response from the branch manager(who we were no longer dealing with due to inaccuracies)and who had advised us that a call to Head Office would revert back to him as the branch was his franchise.
This was verified as in each instance when we have tried to escalate the matter it has immediately generated a response from the branch.
Far from ideal if your issue is with the branch and that is who is allocated the complaint.
If I could get Howdens to come and take out the whole kitchen, refund me and start again, at this point I would. They don’t deserve the custom or the payment and herein lies the issue.
Once Howdens have your money, or more accurately,your money on a joiners account, it is very difficult to get them to accept accountability for their failings and offer any kind of recompense that is comparative to what has occurred or indeed any solution to rectify the issue.
Their initial solution to replace the hob run was refused by us as we didn’t want them in our home again to yet again delay a project already riddled with errors.
There were no guarantees the next time would be without fault and after our experience the odds were also against a successful outcome.
We have been lied to , insulted and ignored by this company who we have paid tens of thousands of pounds to.
This issue has affected my health in a very derogatory way.Even that has been minimised.
If you are the Regional Manager reading this, after eight days have the courtesy to reach out and resolve this situation.
Otherwise what is the purpose of the referral to you or indeed your position in the company.
If you are a potential customer, do not engage with this company,spend your money at another retailer.
Finally the one individual who has responded to every email and call is Jessica Carr.
Thank you Jessica , you have made your colleagues look highly unprofessional, or perhaps they have managed that all on their own.

Our design experience with Craig was outstanding start to finish. He listened to what we wanted whilst working away with ideas and supported everything we were trying to achieve and sent things over really quickly. He was patient and kind start to finish and even the aftercare was top notch. We’d been to other kitchen designers but found some didn’t listen to us or we had to chase for designs or appointments. Would recommend Craig at Pollockshaws to anyone!

We had already decided on a kitchen from another company when we popped into Howdens Pollokshaws out of curiosity - and are so glad we did.
Craig took time to understand our needs and was extremely tolerant of the endless wish list and non-stop questions. He nudged us in a different direction when our suggestions were not practical – and he was always right!
He came up with some fantastic design features we had not seen elsewhere, that are not only functional, but look great and will work perfectly for us.
He was respectful of our budget at all times and we were grateful for the low impact sales approach, which allowed us to make informed decisions without pressure.
It has been an absolute and genuine pleasure to work with Craig and we won’t hesitate to recommend him and the rest of his team at Howdens Pollokshaws.

The guys in the Pollokshaws branch were excellent. Great customer service 10/10.

Getting the kitchen ordered was straight forward. They have a good range but the customer care is useless. Once they had payment from us, trying to get a reply was very frustrating. Parts were missing, no onle would deal with it until I actually turned up at the store. There were pieces missing again and although I was told they would be sent out, they never appeared and I am too busy at my work to go into their store every time somthing had to be dealt with

On time staff where spot on couldn’t fault them

You usually have what I'm looking for in stock and if not the team try their best to source the product at another branch that day or arrange an a.s.a.p delivery.

On the ball staff, very helpful and interested in my requirements

👌👌👌👌👌👌

John at the Glasgow office was not only very helpful but went above and beyond to suit our budget and needs. 10/10

Staff are always very helpful, friendly and always quick to so sort out any issues with orders.

Cameron and Laura looked after us while getting a full new kitchen, they were very polite and helpful. When we came in for the appointment it was extremely detailed and exactly what we asked for. Both very professional and we are soo happy with the final outcome.