0:00:02 > 0:00:03'My name is Dominic Littlewood
0:00:03 > 0:00:07'and I'm passionate about taking on your consumer battles.
0:00:07 > 0:00:11'In fact, taking companies to task has become my aim in life.'
0:00:11 > 0:00:15I'm looking for about £20,000 to sort this out once and for all.
0:00:15 > 0:00:18'Big or small, no company is excused from my quest to ensure
0:00:18 > 0:00:21'that you guys get what you're entitled to.'
0:00:21 > 0:00:24Wait for them to ring me back. Ooh, so frustrating!
0:00:24 > 0:00:26'Whether it's getting your money back...'
0:00:26 > 0:00:28It was just unacceptable as a customer to be told no.
0:00:28 > 0:00:31'..or taking on your contract conundrums...'
0:00:31 > 0:00:33The response I got was not satisfactory
0:00:33 > 0:00:36because they failed to give me the information I asked for.
0:00:36 > 0:00:38I'm on your side.
0:00:38 > 0:00:42And today, I'm helping five people who are all feeling
0:00:42 > 0:00:45let down by a brand they thought they could trust.
0:00:45 > 0:00:48It was a reputable company.
0:00:48 > 0:00:50Massive. Everybody knows who they are.
0:00:50 > 0:00:53When you want to buy fast, fast, fast,
0:00:53 > 0:00:56but what you get is slow, slow, slow.
0:00:56 > 0:00:58They're sending out a lesser product
0:00:58 > 0:01:01than what they're actually advertising.
0:01:01 > 0:01:04I say if you don't correct, that means you accept.
0:01:04 > 0:01:08So what to do when the building work you've paid for isn't up to scratch?
0:01:08 > 0:01:11The standard a customer should be expecting
0:01:11 > 0:01:12should be the highest standard.
0:01:12 > 0:01:17I'm taking on your consumer problems to make sure you don't get done.
0:01:20 > 0:01:23When I was young, you'd go to a supermarket to buy,
0:01:23 > 0:01:25well, groceries, really.
0:01:25 > 0:01:28Nowadays, you can get just about anything and everything from them.
0:01:28 > 0:01:30You can get insurance, savings,
0:01:30 > 0:01:34internet, banking, car tyres, kitchens...
0:01:34 > 0:01:37Yep, you name it, they sell it.
0:01:37 > 0:01:39But is that such a bad thing?
0:01:39 > 0:01:41After all, they're a brand we can trust.
0:01:41 > 0:01:44Well, I've heard from several people who bought kitchens
0:01:44 > 0:01:47from Britain's largest supermarket chain, Tesco,
0:01:47 > 0:01:51but have experienced a catalogue of problems with them.
0:01:51 > 0:01:53Such as Donna Burns from Coventry,
0:01:53 > 0:01:57who decided to buy a new kitchen in September 2012
0:01:57 > 0:02:00after a family member left her some money.
0:02:00 > 0:02:03My old kitchen was about 20 years old
0:02:03 > 0:02:07and dilapidated and needed updating.
0:02:07 > 0:02:09A bit like me, Donna.
0:02:09 > 0:02:12So Donna went on to research kitchen companies.
0:02:12 > 0:02:17I had a look at all the big companies that supply kitchens, fit them,
0:02:17 > 0:02:21but I believed Tesco's was the one that stuck out for me.
0:02:21 > 0:02:25It was a reputable company. Massive.
0:02:25 > 0:02:27Everybody knows who they are.
0:02:27 > 0:02:31I really thought, "Oh, yeah, I can definitely trust them.
0:02:31 > 0:02:34"They'll do everything they can for me."
0:02:34 > 0:02:37So Donna booked an appointment with a designer.
0:02:37 > 0:02:40When the designer came, he had a booklet
0:02:40 > 0:02:46and he showed me the work surface so I could pick that,
0:02:46 > 0:02:51an oven, a hob and an extractor fan.
0:02:51 > 0:02:55It all seemed so perfect, so Donna went ahead with the order.
0:02:55 > 0:02:57But when the company began fitting the goods,
0:02:57 > 0:03:01the workmanship fell well short of Donna's expectations.
0:03:02 > 0:03:04There weren't cupboard doors,
0:03:04 > 0:03:09the plug sockets were crooked and were hanging off the wall.
0:03:09 > 0:03:14The plastering - well, a child could have done it better, literally.
0:03:14 > 0:03:18After the fitters had been and said they'd completed the job,
0:03:18 > 0:03:24they left and within about four hours of them leaving,
0:03:24 > 0:03:28there was a massive leak under the sink.
0:03:28 > 0:03:31They just hadn't plumbed it in properly at all.
0:03:31 > 0:03:34And there are two electric plugs under there
0:03:34 > 0:03:38and the water was actually spraying all over these plugs.
0:03:38 > 0:03:40And I was absolutely petrified
0:03:40 > 0:03:43because, obviously, water and electric do not mix.
0:03:43 > 0:03:47Too true. And having paid £6,500 for her kitchen,
0:03:47 > 0:03:49Donna wanted everything to be perfect,
0:03:49 > 0:03:52so she went back to the company to complain.
0:03:52 > 0:03:56But after eleven months and at least five revisits by the fitters
0:03:56 > 0:04:00to try to rectify matters, Donna is still not happy.
0:04:00 > 0:04:03When I ordered the kitchen, I presumed this cupboard
0:04:03 > 0:04:07would be right up to the edge of the wall, but it isn't.
0:04:09 > 0:04:14I had cornices made out of other cupboards
0:04:14 > 0:04:15and they're razor sharp.
0:04:15 > 0:04:18There's plaster all over the lights.
0:04:18 > 0:04:22This oven here was not what I ordered.
0:04:22 > 0:04:24It's been a problem since the day I got it.
0:04:24 > 0:04:28Burning, the element blew, the door seal's gone.
0:04:28 > 0:04:33I didn't order the extractor fan. It was a different one altogether.
0:04:34 > 0:04:37This all sounds familiar to Doug Fidler
0:04:37 > 0:04:40and his partner, Tina, from Milton Keynes.
0:04:40 > 0:04:45They spent £10,500 on their kitchen and were expecting the very best.
0:04:45 > 0:04:47When we chose a kitchen, we went with Tesco
0:04:47 > 0:04:51because it is a big brand, it's a big name.
0:04:51 > 0:04:55But no sooner had work got underway than alarm bells started to ring.
0:04:55 > 0:04:59It all started to go wrong partway through the first week
0:04:59 > 0:05:01when they sent the wrong parts.
0:05:01 > 0:05:03They put the corner cupboard up on the wall
0:05:03 > 0:05:05and they couldn't get the doors on,
0:05:05 > 0:05:09the doors were too thick for the cupboards to open up.
0:05:09 > 0:05:13And for about six weeks, we sat with no doors on the top cupboards,
0:05:13 > 0:05:15cupboards that wouldn't fit properly.
0:05:15 > 0:05:20And on the large breakfast area, they'd put two worktops on
0:05:20 > 0:05:22and they weren't even screwed down.
0:05:22 > 0:05:24Every time you knocked them, they moved.
0:05:24 > 0:05:28£10,500 down and eight months later, Doug is still not happy.
0:05:30 > 0:05:34Since the installers finished their particular part on the kitchen fit,
0:05:34 > 0:05:38we've had granite that's broken, granite that's been misplaced
0:05:38 > 0:05:42on the units where you can get your hands down the back.
0:05:42 > 0:05:46Cupboards that don't hang properly. We've had doors that keep dropping.
0:05:46 > 0:05:49Um...false promises on the lights.
0:05:49 > 0:05:52It's just... It just gets too much sometimes.
0:05:52 > 0:05:57Young parents Lindsay Hare and Chris Dunford from Littlehampton
0:05:57 > 0:05:59also felt let down by Tesco.
0:05:59 > 0:06:01They paid almost ten grand for their kitchen
0:06:01 > 0:06:04and were assured it would be fitted within a week.
0:06:05 > 0:06:08The end of the first week we were left with no washing machine,
0:06:08 > 0:06:11no sink, no cooker.
0:06:11 > 0:06:14This was quite difficult with a young son of four.
0:06:14 > 0:06:18And, six months after they ordered and paid for their kitchen,
0:06:18 > 0:06:21the couple are still left with a list of complaints.
0:06:21 > 0:06:23We've got a kitchen that's not finished,
0:06:23 > 0:06:25doors that don't shut properly or shut too hard,
0:06:25 > 0:06:28we've got plastering which isn't finished,
0:06:28 > 0:06:32therefore we can't paint the kitchen and enjoy it as a completed kitchen.
0:06:33 > 0:06:36And we've heard from more dissatisfied customers.
0:06:37 > 0:06:41Shirley Hughes from York had wanted a new kitchen for 25 years,
0:06:41 > 0:06:44but had never had the cash to pay for it.
0:06:44 > 0:06:48Now, finally, after receiving a generous redundancy package,
0:06:48 > 0:06:50it was within her sights.
0:06:50 > 0:06:54I finally decided on Tesco kitchens
0:06:54 > 0:06:57because Tesco's was a trusted name
0:06:57 > 0:07:00and you've far more faith in a trusted name
0:07:00 > 0:07:03that they're not going to run off with your money
0:07:03 > 0:07:04and not get the job done.
0:07:04 > 0:07:07Shirley had a whole list of requirements,
0:07:07 > 0:07:10one of which stood out above all others.
0:07:10 > 0:07:16My main priority was I wanted to have an extractor hood
0:07:16 > 0:07:21with ducting to get the steam out of the house
0:07:21 > 0:07:24because this is a very damp house.
0:07:24 > 0:07:26According to Shirley, once work got underway,
0:07:26 > 0:07:28the kitchen fitters failed to drill a hole in the wall
0:07:28 > 0:07:31to accommodate an extractor fan.
0:07:31 > 0:07:32They then tried to persuade Shirley
0:07:32 > 0:07:35that she never requested one in the first place
0:07:35 > 0:07:37and said she didn't even need one.
0:07:37 > 0:07:42I felt pretty sick that I was being told that I hadn't ordered something
0:07:42 > 0:07:47that I had made quite...specific
0:07:47 > 0:07:50that it was one of my main priorities.
0:07:51 > 0:07:5320 months after signing up for her kitchen,
0:07:53 > 0:07:57Shirley is still without a satisfactory extractor fan system
0:07:57 > 0:08:00and has kitchen tiles that she's far from happy with.
0:08:00 > 0:08:04All the tiling's terrible. It's haphazard, it's up and down,
0:08:04 > 0:08:08it's not...horizontal,
0:08:08 > 0:08:14and the grouting is just absolutely disgusting.
0:08:14 > 0:08:18It's certainly not the sort of state
0:08:18 > 0:08:22that I would expect a supposed professional tiler
0:08:22 > 0:08:25to leave the tiles in.
0:08:25 > 0:08:28And the customer complaints are not just about kitchens.
0:08:28 > 0:08:30Andrew Halliday from Wolverhampton
0:08:30 > 0:08:34paid £7,000 upfront for a Tesco bathroom,
0:08:34 > 0:08:36but the fitters measured the place incorrectly
0:08:36 > 0:08:40and when the bath and cabinets arrived they didn't fit.
0:08:40 > 0:08:44Andrew was also left without a flushable toilet for two weeks,
0:08:44 > 0:08:46even though he'd been promised
0:08:46 > 0:08:49the toilet would be replaced within one day.
0:08:49 > 0:08:52Understandably, Andrew got straight on the phone to Tesco.
0:08:52 > 0:08:56As did Lindsay and Chris, Shirley, Doug and Donna.
0:08:56 > 0:08:59I kept phoning, e-mailing,
0:08:59 > 0:09:02asking them what was going on, when they were coming out.
0:09:02 > 0:09:04And I never really got anywhere.
0:09:04 > 0:09:08And that's exactly why they've all contacted me.
0:09:08 > 0:09:11So we've got four unfinished kitchens,
0:09:11 > 0:09:15one unfinished bathroom and six unhappy customers.
0:09:15 > 0:09:18They've been e-mailing about their outstanding issues for ages now
0:09:18 > 0:09:21and some of their problems still aren't resolved.
0:09:21 > 0:09:23I've already sent an e-mail to Tesco,
0:09:23 > 0:09:25so now I think it's time to chase them up.
0:09:26 > 0:09:28I don't think Tesco's press office
0:09:28 > 0:09:31are going to be too pleased to hear from me.
0:09:37 > 0:09:40Hi, it's Dominic Littlewood from the BBC. Good afternoon.
0:09:40 > 0:09:43I'm phoning up about some complaints we've received
0:09:43 > 0:09:46about some of the Tesco kitchens.
0:09:46 > 0:09:48I've got a list of five of them.
0:09:48 > 0:09:52The press officer doesn't want us to broadcast her voice
0:09:52 > 0:09:54and tells me she can't give me any answers now.
0:09:54 > 0:09:57What's probably easiest, I won't ask any questions,
0:09:57 > 0:09:59I'll just give you some people's details.
0:09:59 > 0:10:02But she does promise to look into things and get back to me.
0:10:02 > 0:10:05That's quite typical of press offices.
0:10:05 > 0:10:08They like to say, "Get everything sent over via e-mail,"
0:10:08 > 0:10:10because they're very good at what they do.
0:10:10 > 0:10:13'So let's see what they come back with via e-mail.
0:10:13 > 0:10:16'And if they don't provide me with a satisfactory response,
0:10:16 > 0:10:18'I'll be getting back on the phone.'
0:10:24 > 0:10:29Us Brits spend £6 billion a year paying people to do up our homes,
0:10:29 > 0:10:31and we have every right to expect
0:10:31 > 0:10:34top-quality workmanship for our cash.
0:10:34 > 0:10:38So, what happens when the new look isn't the right look?
0:10:39 > 0:10:44You can potentially spend months chasing a company to put it right.
0:10:44 > 0:10:47So, how can we avoid this happening in the first place?
0:10:47 > 0:10:49Number one, do your research.
0:10:49 > 0:10:51Ask friends and family to recommend building firms
0:10:51 > 0:10:53who have done work for them.
0:10:53 > 0:10:57Talk to the builder's previous customers to see if all went well,
0:10:57 > 0:11:00and get quotes from at least three different builders
0:11:00 > 0:11:01before making a decision.
0:11:01 > 0:11:04After all, the building firm you choose
0:11:04 > 0:11:07will be spending several weeks, or even months,
0:11:07 > 0:11:08working in your home.
0:11:08 > 0:11:11Mark Berkes is an instructor from Able Skills,
0:11:11 > 0:11:14who specialise in construction training.
0:11:14 > 0:11:16For him, any big project, be it new windows,
0:11:16 > 0:11:18a conservatory, or a refurb,
0:11:18 > 0:11:23should start with a specification list of the work you want done.
0:11:23 > 0:11:25With a specification of work, you know,
0:11:25 > 0:11:28a builder would come round and he would explain to the customer
0:11:28 > 0:11:30what is going to happen and how it's going to happen.
0:11:30 > 0:11:32If you're happy with that, then you can sign
0:11:32 > 0:11:35the specification of work and he should work to that.
0:11:35 > 0:11:38And that forms part of your contract with the fitters.
0:11:38 > 0:11:41The specification of work will list everything
0:11:41 > 0:11:44that the builder or fitters will be doing during the job.
0:11:44 > 0:11:47Make sure you are happy it covers every detail
0:11:47 > 0:11:50and you know what you're getting into.
0:11:50 > 0:11:51The customer should ask questions like,
0:11:51 > 0:11:55"Are the areas going to be sheeted up and protected?
0:11:55 > 0:11:58"How many people might be working on site?
0:11:58 > 0:12:00"How much noise they might be creating,
0:12:00 > 0:12:03"what sort of finish, the duration of the job..."
0:12:03 > 0:12:06And it's not just the customer who should be prepared.
0:12:06 > 0:12:08Any reputable builder or fitter
0:12:08 > 0:12:12should also be asking themselves a few questions.
0:12:12 > 0:12:15When you take on jobs, you need to look at the job
0:12:15 > 0:12:18to make sure that things are level, square and straight.
0:12:18 > 0:12:21You also need to look at the area you're going to be working in,
0:12:21 > 0:12:24where you might get rid of any materials.
0:12:24 > 0:12:27Are you going to put it into a skip? Have you got a skip?
0:12:28 > 0:12:30OK. So the work is nearly finished.
0:12:30 > 0:12:33At this point, customers again need to be proactive
0:12:33 > 0:12:35and start drawing up a snagging list.
0:12:35 > 0:12:39A snagging list is generally for the slight little bits
0:12:39 > 0:12:42that are left over or not fitted correctly.
0:12:42 > 0:12:45So for an example, the handles might be loose,
0:12:45 > 0:12:48doors might be catching other doors, things might not be level.
0:12:48 > 0:12:51If you're unsure that something's not uniform,
0:12:51 > 0:12:53then you must bring it to their attention.
0:12:53 > 0:12:55That sounds prudent to me.
0:12:55 > 0:12:56So, how can you recognise
0:12:56 > 0:12:58when things haven't been fitted correctly?
0:13:00 > 0:13:04The next unit is not level with the previous unit.
0:13:04 > 0:13:06That must be level all the way across.
0:13:06 > 0:13:10It's not uniform. There are different gaps from the top to the bottom.
0:13:10 > 0:13:13Any gaps like that should be closed up.
0:13:13 > 0:13:14There's a gap all the way down there,
0:13:14 > 0:13:16so it's not been fitted very well
0:13:16 > 0:13:18and it's got chips along the bottom there,
0:13:18 > 0:13:20so it's not been cut very well.
0:13:20 > 0:13:23So anyone that wants to snag their own kitchen
0:13:23 > 0:13:25would be able to find these.
0:13:25 > 0:13:27And if you're still not sure?
0:13:27 > 0:13:29Go and look at the catalogue.
0:13:29 > 0:13:31If it's not the same as what's been fitted,
0:13:31 > 0:13:34talk to the builder and discuss the problems there and then.
0:13:34 > 0:13:37It's important to be vigilant as a customer
0:13:37 > 0:13:39before you let the fitters leave site,
0:13:39 > 0:13:42or before you make the final payment.
0:13:42 > 0:13:45But remember, a snagging list is not an excuse
0:13:45 > 0:13:47for additional work to be done.
0:13:47 > 0:13:50You should not put any additional works on your snagging sheet.
0:13:50 > 0:13:54If there are any additional works, then that's got to be costed for
0:13:54 > 0:13:57and, you know, labour costs and material costs.
0:13:57 > 0:13:59It's all about being clued up
0:13:59 > 0:14:02and having a clear paper trail between you and your builder.
0:14:02 > 0:14:06And there's one final thing that Mark is very clear on.
0:14:06 > 0:14:09The standard that a customer should be expecting
0:14:09 > 0:14:10should be the highest standard.
0:14:10 > 0:14:13If you're employing a professional builder,
0:14:13 > 0:14:15there shouldn't be any snagging whatsoever.
0:14:18 > 0:14:21And the moral of the story is make your voice heard,
0:14:21 > 0:14:24because if you don't correct, that means you accept,
0:14:24 > 0:14:29and you have every right to ask them to put right what's wrong.
0:14:36 > 0:14:40When these customers ordered a kitchen or bathroom through Tesco,
0:14:40 > 0:14:43they never imagined that, months down the line,
0:14:43 > 0:14:47they would still be waiting for outstanding issues to be sorted out.
0:14:47 > 0:14:51Doug has been left with ill-fitting cupboards and worktops.
0:14:51 > 0:14:53Donna's units have been poorly fitted
0:14:53 > 0:14:56and her appliances are not the ones she ordered.
0:14:56 > 0:15:00Lindsay and Chris still have an unfinished kitchen after six months.
0:15:00 > 0:15:04And Shirley is still waiting for her kitchen walls to be retiled
0:15:04 > 0:15:07and a fully-functioning extractor fan to be installed.
0:15:09 > 0:15:12I was made to feel as though this is as good as it's going to get.
0:15:14 > 0:15:19And what it is is not good.
0:15:19 > 0:15:21I've put all these complaints to Tesco
0:15:21 > 0:15:23and I'm waiting for a response.
0:15:23 > 0:15:26But, as I dig a little deeper, I discover that perhaps
0:15:26 > 0:15:28it's not Tesco that I should be speaking to at all.
0:15:30 > 0:15:37I was led to believe that it was Tesco's that do the fitting.
0:15:37 > 0:15:43It wasn't until some time later when the first fitter arrived,
0:15:43 > 0:15:47that I discovered that it was this company called Mark Two
0:15:47 > 0:15:50that are actually fitting the kitchens.
0:15:50 > 0:15:53And it wasn't just Shirley who was in the dark about this.
0:15:53 > 0:15:56When Donna called up to complain about the state of her kitchen,
0:15:56 > 0:16:00she was also told the person she was talking to didn't work for Tesco
0:16:00 > 0:16:03but for another company called Mark Two.
0:16:04 > 0:16:07I thought I was dealing with Tesco's.
0:16:07 > 0:16:08All the way through, I had,
0:16:08 > 0:16:12and then, all of a sudden, I'm being told it's Mark Two.
0:16:12 > 0:16:13So, who are Mark Two?
0:16:13 > 0:16:16Well, it turns out they're one of the largest distributors
0:16:16 > 0:16:19of kitchen and bathroom products in the UK.
0:16:19 > 0:16:21They've been around for 30 years
0:16:21 > 0:16:23and boast thousands of satisfied customers
0:16:23 > 0:16:25and complimentary testimonials.
0:16:25 > 0:16:30They're also licensed by Tesco to supply and fit the Tesco kitchens.
0:16:31 > 0:16:35But Donna and the others say that point was never made clear to them.
0:16:35 > 0:16:37They thought they were doing business with Tesco's
0:16:37 > 0:16:40because it was a name they knew, so therefore trusted.
0:16:40 > 0:16:43As for Mark Two, they'd never heard of them.
0:16:43 > 0:16:46We were under the impression when this was all going on
0:16:46 > 0:16:50that this was all done by Tesco's and that it was Tesco's fitters,
0:16:50 > 0:16:52Tesco's kitchens, Tesco's suppliers,
0:16:52 > 0:16:55but we found out that week that, er...
0:16:55 > 0:16:58we weren't actually dealing with Tesco's, we were dealing with
0:16:58 > 0:17:00a company called Mark Two. Never heard of them.
0:17:00 > 0:17:04Every time we phoned the call centre, it was answered Mark Two.
0:17:04 > 0:17:07We never once spoke to anybody who said they were from Tesco
0:17:07 > 0:17:10after the point of the salesman being here
0:17:10 > 0:17:12saying he was from Tesco's.
0:17:12 > 0:17:15I don't know how they can call it a Tesco kitchen.
0:17:15 > 0:17:17It should be a Mark Two kitchen
0:17:17 > 0:17:19because that is actually what it is.
0:17:19 > 0:17:22And there's nothing wrong with subcontracting work
0:17:22 > 0:17:25to a third party - companies do it all the time.
0:17:25 > 0:17:29The customers' complaint here is that it wasn't made clear to them
0:17:29 > 0:17:31that it was a company other than Tesco's
0:17:31 > 0:17:34who were supplying and installing their kitchen.
0:17:34 > 0:17:36So, where did the confusion come from?
0:17:38 > 0:17:40I've just pulled up Tesco Kitchens' website here.
0:17:40 > 0:17:44One of the first things you see underneath Tesco is, "Our kitchens."
0:17:44 > 0:17:46I say "our" because it's important.
0:17:46 > 0:17:48They then say, "What we do."
0:17:48 > 0:17:52As you scroll down, "We'll measure your kitchen.
0:17:52 > 0:17:53"We take the time to get to know you
0:17:53 > 0:17:55"and find out what's best for your lifestyle."
0:17:55 > 0:17:58"Our," "We'll," - all things that make you feel
0:17:58 > 0:18:00like you're dealing directly with Tesco.
0:18:00 > 0:18:03But from what their customers have told me, it seems pretty clear
0:18:03 > 0:18:07that it's Mark Two who are actually doing all the work.
0:18:07 > 0:18:09And, after my phone call to Tesco,
0:18:09 > 0:18:12they also appear to be doing all the clearing up.
0:18:12 > 0:18:14One week on from my phone call,
0:18:14 > 0:18:16Mark Two has been in touch with Donna
0:18:16 > 0:18:19and company director Richard Lee has driven to Coventry
0:18:19 > 0:18:21to see her in person.
0:18:21 > 0:18:24Richard discusses the issues Donna has had with her kitchen
0:18:24 > 0:18:27and offers a resolution which sounds promising.
0:18:28 > 0:18:30The way we've left it today
0:18:30 > 0:18:35is that Richard's going to send in the post
0:18:35 > 0:18:40all the things that he's going to put right in the kitchen.
0:18:40 > 0:18:42I'm going to wait for Richard's offer in writing,
0:18:42 > 0:18:45then I'm going to have a think about it.
0:18:45 > 0:18:50I'm not really sure what I'm going to do yet, so I'll wait and see.
0:18:50 > 0:18:53It's a positive move, though, and over the next few days
0:18:53 > 0:18:56Richard also visits Doug and Lindsay and Chris.
0:18:58 > 0:19:01At least they've come round and bothered to do something
0:19:01 > 0:19:02this time and it does sound positive.
0:19:02 > 0:19:06I do feel like a weight's been lifted off my shoulders a little bit
0:19:06 > 0:19:09after today's meeting, and perhaps we might get somewhere.
0:19:09 > 0:19:12Today, Richard's in York to meet Shirley
0:19:12 > 0:19:16and hear first-hand about her experiences with the fitters.
0:19:16 > 0:19:18Richard has asked not to be on camera,
0:19:18 > 0:19:21so we can only feature Shirley's side of the conversation.
0:19:21 > 0:19:26When he came, I have never seen such a...
0:19:26 > 0:19:30stupid debacle about how he put the tiles on.
0:19:30 > 0:19:33The old tiles that he took off
0:19:33 > 0:19:37were ones that I had put on myself
0:19:37 > 0:19:40about 25-30 years ago.
0:19:40 > 0:19:45And the finish on them looked more professionally done
0:19:45 > 0:19:49than how he had done the tiling.
0:19:49 > 0:19:52Richard agrees to make sure the work is now carried out
0:19:52 > 0:19:53to Shirley's satisfaction
0:19:53 > 0:19:57and promises to keep any disruption to a minimum.
0:19:57 > 0:19:59He's also keen to discuss with Shirley
0:19:59 > 0:20:02some recompense for all the problems she's had.
0:20:02 > 0:20:05But, like the others, Shirley wants to see something in writing
0:20:05 > 0:20:07before accepting any offer.
0:20:07 > 0:20:11I will be more positive
0:20:11 > 0:20:14when he's proved that he can...
0:20:14 > 0:20:17come up with the goods.
0:20:17 > 0:20:21Mark Two is now responding quickly to their customers' complaints,
0:20:21 > 0:20:24but let's not forget that all of these customers
0:20:24 > 0:20:26have been waiting months for their kitchens
0:20:26 > 0:20:28and all of them feel they have not received
0:20:28 > 0:20:31the service they expected from Tesco.
0:20:31 > 0:20:36I went with Tesco's because of the brand name.
0:20:36 > 0:20:38And I'm sorry that I did that.
0:20:38 > 0:20:40The complaint here isn't that
0:20:40 > 0:20:43the customers didn't want a kitchen made by Mark Two,
0:20:43 > 0:20:46it's that they thought they were dealing with Tesco.
0:20:46 > 0:20:50So, how come none of these customers knew about Mark Two
0:20:50 > 0:20:53until after they'd ordered and paid for their kitchens?
0:20:53 > 0:20:57I've arranged to meet Shirley, Doug and Donna to find out more.
0:20:59 > 0:21:00OK, let me just sum this up.
0:21:00 > 0:21:03Who did you think you bought your kitchen from, Donna?
0:21:03 > 0:21:05- Tesco's.- Tesco.- Tesco's.
0:21:05 > 0:21:08Who did you actually pay your money to?
0:21:08 > 0:21:10- Tesco's Direct. - And it was definitely them?
0:21:10 > 0:21:13Definitely them. I had an electronic receipt.
0:21:13 > 0:21:15OK. And was that the same in both your cases?
0:21:15 > 0:21:17- Yes. Yeah.- It was Tesco.
0:21:17 > 0:21:20- The fitters that came round, were they wearing uniforms?- No.
0:21:20 > 0:21:23- So, they were in their own casual clothes?- They were contracted.
0:21:23 > 0:21:26- What about their vans? Did they have any livery on the side?- No.
0:21:26 > 0:21:29So, as far as you're concerned, they were Tesco fitters?
0:21:29 > 0:21:32As far as I was concerned, everybody worked for Tesco's.
0:21:32 > 0:21:34But when things started to go wrong
0:21:34 > 0:21:36and the customers tried to complain to Tesco,
0:21:36 > 0:21:38they were simply redirected.
0:21:39 > 0:21:41With each of the issues I've had,
0:21:41 > 0:21:45I've tried to get in touch with somebody at Tesco's themselves,
0:21:45 > 0:21:48but every time I tried to contact Tesco's
0:21:48 > 0:21:52they just referred me back to Mark Two.
0:21:52 > 0:21:58I couldn't get beyond Mark Two dealing with any of my issues.
0:21:58 > 0:22:00Tesco's are advertising these kitchens
0:22:00 > 0:22:04and giving consumers peace of mind with the brochures and guarantee.
0:22:04 > 0:22:05They're not dealing with the problems,
0:22:05 > 0:22:08and they're leaving everything in Mark Two's hands.
0:22:08 > 0:22:10Not exactly what you've paid for at all, is it?
0:22:10 > 0:22:12You phone Tesco's and they say,
0:22:12 > 0:22:15"It's not our problem, it's Mark Two."
0:22:15 > 0:22:18I had two calls to the executive officer at Tesco's
0:22:18 > 0:22:20and I spoke to two people there
0:22:20 > 0:22:22who said they would take up the problem
0:22:22 > 0:22:24and if I didn't get a call back, they would call me back
0:22:24 > 0:22:26or if there was no reply, just phone them back.
0:22:26 > 0:22:27They didn't want to know.
0:22:27 > 0:22:30It's time for me to put in another call to Tesco
0:22:30 > 0:22:32to try to get to the bottom of this confusion
0:22:32 > 0:22:35between Tesco and Mark Two.
0:22:35 > 0:22:39But, first of all, I want to have a look at the Tesco Kitchens website
0:22:39 > 0:22:41and the Tesco Kitchens brochure
0:22:41 > 0:22:44to see whether there is any mention there of Mark Two.
0:22:44 > 0:22:47So on the website, there is a mention of them,
0:22:47 > 0:22:51but it's in the small print right at the bottom of the page
0:22:51 > 0:22:53and, with all the glossy photos on the page,
0:22:53 > 0:22:56it's easy to see why the customers missed it.
0:22:56 > 0:22:57As for the brochure...
0:22:58 > 0:23:00I've been through this brochure Shirley was given.
0:23:00 > 0:23:03It's lovely. It's glossy and it's quite thick.
0:23:03 > 0:23:06But I've been through it back to front, inside out and upside down.
0:23:06 > 0:23:08Nowhere in this brochure does it say
0:23:08 > 0:23:10that these kitchens are not supplied by Tesco's.
0:23:10 > 0:23:13Nowhere does it mention Mark Two.
0:23:13 > 0:23:16Even in the small print. Anywhere at all.
0:23:16 > 0:23:18Now, I'm going to question that with Tesco's,
0:23:18 > 0:23:21but just in case they say, "Ah, Dominic, that's an old brochure,"
0:23:21 > 0:23:23what I've done, literally half an hour ago,
0:23:23 > 0:23:26I went online and downloaded this one.
0:23:26 > 0:23:29To me, it looks exactly the same.
0:23:29 > 0:23:32So, let's see what Tesco have got to say about that.
0:23:47 > 0:23:49Morning. It's Dominic Littlewood
0:23:49 > 0:23:51from Don't Get Done Get Dom with the BBC.
0:23:51 > 0:23:54I've been trying to sort things out with this query
0:23:54 > 0:23:56and the confusion with Tesco Kitchens
0:23:56 > 0:23:58and I've got a couple of questions for you.
0:23:58 > 0:24:01I've got the copy that Tesco supplied two of the ladies
0:24:01 > 0:24:03that I'm helping out at the moment.
0:24:03 > 0:24:07It's a lovely, glossy brochure, approximately 20-odd pages thick,
0:24:07 > 0:24:12and I can't see on it anywhere at all a mention of Mark Two.
0:24:13 > 0:24:15I can't see on there anywhere at all
0:24:15 > 0:24:18the fact that it doesn't actually say Tesco's fit these kitchens.
0:24:18 > 0:24:21And it really does lead people to believe
0:24:21 > 0:24:23that you are supplying and fitting these.
0:24:25 > 0:24:26What would you say about that?
0:24:26 > 0:24:31'The press officer takes down my questions, but declines to comment.
0:24:31 > 0:24:34'Mark Two is doing their bit to put things right for their customers,
0:24:34 > 0:24:37'but I have plenty of questions for Tesco.'
0:24:37 > 0:24:39With Mark Two, what I'd like to know is
0:24:39 > 0:24:43if they're fitting all your kitchens,
0:24:43 > 0:24:45what sort of checks are done on their quality of work?
0:24:45 > 0:24:49And, as far as money is concerned, when a customer orders a kitchen,
0:24:49 > 0:24:51who are they paying, Mark Two or Tesco's?
0:24:51 > 0:24:56'Before I go, there's one more thing I'd like to take up with Tesco.
0:24:56 > 0:25:00'When gas or electrical appliances are fitted in a home,
0:25:00 > 0:25:03'it's a legal requirement for fitters to provide certificates
0:25:03 > 0:25:07'confirming that the work carried out meets UK safety standards.
0:25:07 > 0:25:09'Neither Shirley or Donna were initially provided
0:25:09 > 0:25:11'with these certificates.'
0:25:11 > 0:25:14I'd like to double check, if certificates are given
0:25:14 > 0:25:16in every single case, which ones are they?
0:25:16 > 0:25:20'I've asked Tesco to get back to me by this afternoon
0:25:20 > 0:25:22'and I've also suggested a meeting with them
0:25:22 > 0:25:24'to get their side of things.'
0:25:26 > 0:25:28Right, what I expected is what happened there.
0:25:28 > 0:25:32He was a very nice guy, he wrote down every question I asked him.
0:25:32 > 0:25:34He said, "I'll get you the correct response
0:25:34 > 0:25:36"and send them back to you either e-mail or phone."
0:25:36 > 0:25:38Fair enough. That's somebody being extra cautious.
0:25:38 > 0:25:40But I've requested to meet with them.
0:25:40 > 0:25:42I did suggest meeting in one of his own coffee bars.
0:25:42 > 0:25:45He can have a couple of quid out of me, as well!
0:25:45 > 0:25:48Right, let's see if I can get my answer this afternoon as requested.
0:25:49 > 0:25:53There's nothing wrong with companies offering goods and services
0:25:53 > 0:25:56that are supplied by a third party. It happens all the time.
0:25:56 > 0:25:59But it's important that you, the customer,
0:25:59 > 0:26:02know who the supplier is and who your contract is with.
0:26:04 > 0:26:06'Shirley, Doug and Donna were quite clear
0:26:06 > 0:26:09'about who they think their contract is with.'
0:26:09 > 0:26:11Now that you're all unhappy with what you've received,
0:26:11 > 0:26:13who do you think is accountable, Donna?
0:26:13 > 0:26:17- I still think it's Tesco's. - Ultimately Tesco's.
0:26:17 > 0:26:19Tesco's are ultimately responsible.
0:26:19 > 0:26:23And what does UK consumer law say?
0:26:23 > 0:26:25If you buy a product from a company or website,
0:26:25 > 0:26:27who is your contract with?
0:26:27 > 0:26:31And if things go wrong, who should you complain to?
0:26:31 > 0:26:34If you're buying something on a supermarket website, for example,
0:26:34 > 0:26:38and you are paying that supermarket direct through their website,
0:26:38 > 0:26:42then the contract is between you and the supermarket.
0:26:42 > 0:26:44So that is a retail contract.
0:26:44 > 0:26:47Your rights under law are against the supermarket
0:26:47 > 0:26:51who is selling you that stuff, even if they may have a supplier
0:26:51 > 0:26:55that is actually delivering the item direct to you in the background.
0:26:55 > 0:26:56So, the law is clear -
0:26:56 > 0:26:59if things go wrong and you want to make a complaint,
0:26:59 > 0:27:02you should contact the company who sold you the product,
0:27:02 > 0:27:04and they in turn have a legal obligation
0:27:04 > 0:27:06to sort things out for you.
0:27:06 > 0:27:10So, why, after numerous phone calls and emails to Tesco,
0:27:10 > 0:27:14were all our customers told it wasn't Tesco's responsibility
0:27:14 > 0:27:15to sort the problems out,
0:27:15 > 0:27:18it was the responsibility of Mark Two?
0:27:19 > 0:27:22Well, it's now almost two weeks since my last phone call to Tesco
0:27:22 > 0:27:26and I've just received an e-mail from them.
0:27:26 > 0:27:27They said:
0:27:35 > 0:27:37They also state that:
0:27:46 > 0:27:49So I told them this brochure has no mention of Mark Two
0:27:49 > 0:27:52and Shirley's bank statement shows she paid Tesco,
0:27:52 > 0:27:55not Mark Two, for her kitchen.
0:27:55 > 0:27:57What have they got to say about that?
0:27:57 > 0:27:59Well, apparently nothing,
0:27:59 > 0:28:02because I've been waiting almost a week and it's all gone silent.
0:28:02 > 0:28:05So I've come to meet Damian Walters, the founder of
0:28:05 > 0:28:09the Institute of Kitchen, Bedroom and Bathroom Installers.
0:28:09 > 0:28:12Tesco is one of their partners and Mark Two are members,
0:28:12 > 0:28:15so I'm hoping he can help me get to the bottom of this.
0:28:16 > 0:28:19Why did your organisation need to be set up?
0:28:19 > 0:28:22Simple, really. The size of the industry is massive.
0:28:22 > 0:28:24It's a multibillion pound industry.
0:28:24 > 0:28:27Very little regulation in terms of the kitchen,
0:28:27 > 0:28:29bedroom and bathroom installers
0:28:29 > 0:28:31that represent us out in the marketplace
0:28:31 > 0:28:35and, quite simply, there was a growing number
0:28:35 > 0:28:37of complaints received each year.
0:28:37 > 0:28:40Give me a rough idea of how many complaints you get each year.
0:28:40 > 0:28:452011 and 2012 saw around £69 million worth of complaints
0:28:45 > 0:28:48in our industry alone, which is ridiculous.
0:28:48 > 0:28:49You're right, it is.
0:28:49 > 0:28:51And it's a huge amount of money, hence the reason you set up.
0:28:51 > 0:28:54One of the founding reasons, yeah, absolutely.
0:28:54 > 0:28:57As far as being a member of the IKBBI,
0:28:57 > 0:29:01what sort of regulations do they have to adhere to,
0:29:01 > 0:29:04what sort of training do they have to have,
0:29:04 > 0:29:06what sort of qualifications do you insist on?
0:29:06 > 0:29:10We've put a set of criteria in place that our members need to meet
0:29:10 > 0:29:12in order to become accredited with us.
0:29:12 > 0:29:15And that involves things like looking at previous work,
0:29:15 > 0:29:18we have an understanding of their history,
0:29:18 > 0:29:20specifically within the KBB sector.
0:29:20 > 0:29:23We look at things like their gas and electrical credentials -
0:29:23 > 0:29:25very, very important -
0:29:25 > 0:29:28and we guide them in terms of the roles and responsibilities
0:29:28 > 0:29:31that they have in terms of gas and electrics.
0:29:31 > 0:29:35So, anybody who works for Mark Two is a member of IKBBI
0:29:35 > 0:29:39and has gone through all your accreditation processes,
0:29:39 > 0:29:41- all your checks?- Absolutely.
0:29:41 > 0:29:44'And what about the confusion customers have experienced
0:29:44 > 0:29:48'over who is actually providing and installing their kitchen?'
0:29:48 > 0:29:51Everybody we spoke to bought a Tesco kitchen
0:29:51 > 0:29:53- because it's a brand they knew and trusted.- Yeah.
0:29:53 > 0:29:57I've had a look at the brochure, back to front, inside out,
0:29:57 > 0:30:00there's nowhere in that brochure any mention of the fact
0:30:00 > 0:30:02it's not Tesco's who are supplying and fitting this kitchen,
0:30:02 > 0:30:05it's a third-party company called Mark Two.
0:30:05 > 0:30:06Unfortunate, not good enough,
0:30:06 > 0:30:08something would need to be done about that.
0:30:08 > 0:30:10And I think, yes, you're right,
0:30:10 > 0:30:12clarity with the consumer is the most important thing.
0:30:12 > 0:30:14If a customer doesn't know what they're getting into,
0:30:14 > 0:30:17then the expectation element of kitchen installation
0:30:17 > 0:30:21or bedroom or bathroom installation is wrong from the beginning.
0:30:21 > 0:30:24'OK. And what about the fact that some of their customers
0:30:24 > 0:30:26'have had to wait over a year for a kitchen
0:30:26 > 0:30:29'which should have been completed within a week?'
0:30:29 > 0:30:32We'd like to see a kitchen finished, start to finish,
0:30:32 > 0:30:34- within a couple of weeks, you would say.- OK.
0:30:34 > 0:30:37That's broad brush, Dom, and if it's any longer than that,
0:30:37 > 0:30:40then I'd be expecting to understand the reasons why.
0:30:40 > 0:30:43And how can the IKBBI help if customers are not happy
0:30:43 > 0:30:47with the service they've received from one of its members?
0:30:47 > 0:30:50Bring that to our attention. We will look at individual instances
0:30:50 > 0:30:53and we will give it immediate priority.
0:30:53 > 0:30:55The growth of the industry
0:30:55 > 0:30:58and everything that goes on with the industry
0:30:58 > 0:31:00is actually very much dependent on consumers
0:31:00 > 0:31:04going out and having trust in what we deliver as an industry.
0:31:04 > 0:31:07If that isn't happening at any level,
0:31:07 > 0:31:11then the first people the consumer should engage is their retailer.
0:31:11 > 0:31:14And they have a legal right to ask the reason why.
0:31:14 > 0:31:17Well, that all seems pretty clear.
0:31:17 > 0:31:20Customers have a right to expect work to be carried out
0:31:20 > 0:31:23to a high standard within a specified period of time.
0:31:23 > 0:31:25It should be made crystal clear
0:31:25 > 0:31:27who is going to be carrying out the work,
0:31:27 > 0:31:30especially if it's been subcontracted to a third party.
0:31:30 > 0:31:33And if anything goes wrong or you're not happy
0:31:33 > 0:31:36with the finished product, you should complain to your retailer.
0:31:42 > 0:31:45When I'm at home, I like to be able to walk around the house
0:31:45 > 0:31:46while I'm on the telephone.
0:31:46 > 0:31:49So if I ordered a cordless one and this arrived,
0:31:49 > 0:31:51I'd be pretty disappointed.
0:31:51 > 0:31:53And most of us, when we order something,
0:31:53 > 0:31:56do so because we have a specific requirement.
0:31:56 > 0:31:58But not always do we get what we want.
0:31:58 > 0:32:02This is what happened to Nathan Birchall from Manchester
0:32:02 > 0:32:05when he ordered an iPad from Littlewoods for his girlfriend.
0:32:05 > 0:32:08I wanted to buy the iPad for Helen
0:32:08 > 0:32:10because it was approaching her birthday
0:32:10 > 0:32:13and that's something she'd always wanted.
0:32:13 > 0:32:15At the time, I had a 3G phone
0:32:15 > 0:32:18and most of the apps in the App Store
0:32:18 > 0:32:22were no longer available for that device.
0:32:22 > 0:32:27So I thought, right, well, I'll get one of the up-to-date ones,
0:32:27 > 0:32:30you know, and that's why I picked the 4G one.
0:32:30 > 0:32:344G is the fourth generation of mobile phone technology.
0:32:34 > 0:32:37While 2G was suitable for making calls and sending text messages,
0:32:37 > 0:32:413G made it possible to access the internet.
0:32:41 > 0:32:45And 4G now offers a superfast surfing on mobiles,
0:32:45 > 0:32:46tablets and laptops,
0:32:46 > 0:32:49with download speeds up to seven times faster
0:32:49 > 0:32:52than those for existing 3G networks.
0:32:52 > 0:32:55The iPad Nathan bought could be used at home
0:32:55 > 0:32:57through the couple's WiFi provider,
0:32:57 > 0:33:01or you could insert a SIM card and use it out and about.
0:33:01 > 0:33:04So Helen bought a 4G SIM card for her iPad
0:33:04 > 0:33:07and prepared to get down to some superfast surfing.
0:33:07 > 0:33:08But there was a problem.
0:33:08 > 0:33:12I actually put the 4G SIM card into the iPad
0:33:12 > 0:33:15and the 4G wasn't working on the iPad.
0:33:15 > 0:33:18Assuming there was a problem with the network,
0:33:18 > 0:33:21Helen called her mobile phone provider, EE.
0:33:21 > 0:33:24They went through a series of trouble-shooting options with her,
0:33:24 > 0:33:26but the iPad still didn't work.
0:33:26 > 0:33:29She then called Apple, the makers of the iPad,
0:33:29 > 0:33:31who asked her for the product's serial number.
0:33:31 > 0:33:35Apple told me that the iPad wasn't the 4G version,
0:33:35 > 0:33:37it was the 3G version.
0:33:37 > 0:33:40And, obviously, I was very shocked to hear that
0:33:40 > 0:33:45because my partner had paid for the 4G iPad.
0:33:45 > 0:33:48Furious that he appeared to have been mis-sold a product,
0:33:48 > 0:33:51Nathan got straight on the phone to Littlewoods.
0:33:51 > 0:33:53They gave me two options.
0:33:53 > 0:33:57Either return the item and get a full refund
0:33:57 > 0:34:03or keep the item and they'd give me £48 off the original price I paid.
0:34:03 > 0:34:05But Nathan wasn't happy with that.
0:34:05 > 0:34:07He still wanted a 4G iPad,
0:34:07 > 0:34:11so he asked them to send him the item he originally purchased.
0:34:11 > 0:34:12But they wasn't interested in that.
0:34:12 > 0:34:15They were saying, send the item back, get the full refund
0:34:15 > 0:34:20then repurchase the one I originally purchased back in January.
0:34:20 > 0:34:22But when I actually looked on the website,
0:34:22 > 0:34:25it had risen in price by £120.
0:34:25 > 0:34:28So it was, like, I'm paying £120
0:34:28 > 0:34:31for their mistake of sending me out the wrong item.
0:34:31 > 0:34:34Now, I didn't think that was very good,
0:34:34 > 0:34:36so Littlewood got onto Littlewoods
0:34:36 > 0:34:39and pointed out that his receipt clearly states
0:34:39 > 0:34:41he had bought a 4G iPad.
0:34:41 > 0:34:45And Littlewoods came back with this response:
0:35:11 > 0:35:14Confused? I am. So I called Apple.
0:35:14 > 0:35:17They told me that they do sell 4G iPads in the UK
0:35:17 > 0:35:19and they are WiFi and cellular models.
0:35:19 > 0:35:22They explained that if it's a cellular iPad
0:35:22 > 0:35:23it will work on 4G.
0:35:23 > 0:35:26Nathan had apparently bought a cellular iPad,
0:35:26 > 0:35:30so I put this information to Littlewoods and they said:
0:35:38 > 0:35:41Well, that's not much good to Helen and Nathan,
0:35:41 > 0:35:44unless they're planning on moving abroad, which they're not.
0:35:45 > 0:35:47So I sent one more e-mail to Littlewoods
0:35:47 > 0:35:51asking them to reconsider their offer to Helen and Nathan.
0:35:51 > 0:35:53And this was their response:
0:35:53 > 0:35:58"The iPad that Mr Birchall bought from us in January 2013
0:35:58 > 0:36:01"was compatible with overseas 4G networks,
0:36:01 > 0:36:05"but not with the limited 4G service offered in the UK at the time.
0:36:05 > 0:36:10"We accept that this could perhaps have been a little confusing
0:36:10 > 0:36:12"and to make things clearer,
0:36:12 > 0:36:15"we've since changed the wording on the site
0:36:15 > 0:36:20"to specify where the tablet is compatible only with 3G networks."
0:36:21 > 0:36:24They also acknowledge that the reference to 4G
0:36:24 > 0:36:26on Nathan's receipt was an error on their part
0:36:26 > 0:36:29and apologise for any confusion this may have caused.
0:36:31 > 0:36:34"With that in mind and as a gesture of goodwill,
0:36:34 > 0:36:37"we'd like to offer Mr Birchall and his partner
0:36:37 > 0:36:41"a replacement 4G-compatible iPad
0:36:41 > 0:36:43"along with our best wishes."
0:36:43 > 0:36:45Wow!
0:36:45 > 0:36:48I feel fantastic about that outcome. That is brilliant.
0:36:48 > 0:36:51I mean, you couldn't ask for more. Thank you very much.
0:36:53 > 0:36:56I've got my original birthday present that I was meant to get in the first place.
0:36:56 > 0:36:59So Littlewoods have apologised
0:36:59 > 0:37:04and Helen and Nathan now have a brand-new iPad. Job done.
0:37:09 > 0:37:12With five complaints about Tesco's kitchens and bathrooms,
0:37:12 > 0:37:15ranging from poor customer service, bad workmanship
0:37:15 > 0:37:18and having to wait months for jobs to be finished,
0:37:18 > 0:37:21somehow, I knew I was going to have my work cut out on this one.
0:37:22 > 0:37:24Following an e-mail from Tesco,
0:37:24 > 0:37:26where they claimed they make it clear to customers
0:37:26 > 0:37:30that Mark Two do the installation work, payments are made to Mark Two
0:37:30 > 0:37:33and installers issue the relevant gas and electrical certificates,
0:37:33 > 0:37:36I wrote back disputing each of these points.
0:37:36 > 0:37:38I've yet to receive a response.
0:37:40 > 0:37:42I have just made a discovery, though.
0:37:42 > 0:37:45When Tesco's customers were first given a brochure,
0:37:45 > 0:37:47this is the one they were given.
0:37:47 > 0:37:52And there's absolutely no mention on there at all of Mark Two.
0:37:52 > 0:37:55I went online and printed off their brochure.
0:37:55 > 0:37:59Again, there was no mention of Mark Two kitchens.
0:37:59 > 0:38:01Well, since our involvement, I've been online again
0:38:01 > 0:38:04and I've just printed off their new brochure.
0:38:04 > 0:38:07And this time, in small print on the back, it says,
0:38:07 > 0:38:11"Tesco Kitchens are brought to you by Mark Two Home.
0:38:11 > 0:38:13"The goods you buy from Tesco Kitchens
0:38:13 > 0:38:16"will be purchased from Mark Two Home."
0:38:16 > 0:38:20It seems they're taking my concerns very seriously.
0:38:20 > 0:38:22Mark Two say every year:
0:38:53 > 0:38:56Well, I'm back in Coventry again to meet Donna because I've heard
0:38:56 > 0:38:58there's been some good news with her kitchen.
0:38:58 > 0:39:00'Donna was unhappy with her appliances
0:39:00 > 0:39:04'and with the slapdash way she felt her kitchen units had been fitted.'
0:39:06 > 0:39:09- Do you want to show it to me? - Sure. Let's go.
0:39:11 > 0:39:12'She has now had a complete refit
0:39:12 > 0:39:16'and an upgrade of her oven, fridge and hob.'
0:39:16 > 0:39:19I've got to say, I can see a marked improvement already.
0:39:19 > 0:39:22- Yeah.- Lots of things which you had issues with before,
0:39:22 > 0:39:25the cornicing - that was all ugly and stuck out and had sharp edges.
0:39:25 > 0:39:27- Yes, it was.- Are you happy with that now?- I am, yes.
0:39:27 > 0:39:30- It certainly looks and feels a lot better.- It does.
0:39:30 > 0:39:32- Your appliances have been changed. - They have.
0:39:32 > 0:39:35- Also, there was a problem over there, wasn't there?- Yes.
0:39:35 > 0:39:37There was a big gap there.
0:39:37 > 0:39:41So they've put an infill there for me, which is a lot better.
0:39:41 > 0:39:45Yeah. And something that should have been done right from the start.
0:39:45 > 0:39:47- Sink been sealed?- Yes, it has, yeah.
0:39:47 > 0:39:51- Lights round here? - They've been cleaned up.
0:39:51 > 0:39:54Is there anything here which you're not pleased with?
0:39:55 > 0:39:59- No. I'm actually happy with what I've got now.- Yeah.
0:39:59 > 0:40:02What I've paid for. I'm glad, yeah, I really am glad.
0:40:02 > 0:40:04And Donna's not the only one.
0:40:04 > 0:40:07Doug has also accepted an offer from Mark Two,
0:40:07 > 0:40:11but we've been asked to keep the exact amount confidential.
0:40:11 > 0:40:13They're giving me back my money.
0:40:13 > 0:40:16It's more than I ever asked for in the beginning,
0:40:16 > 0:40:18but I think, after the length of time...
0:40:18 > 0:40:22You know, nine months is a long time to have a kitchen fitted,
0:40:22 > 0:40:25and I think that is a fair settlement for that length of time.
0:40:25 > 0:40:27I am very grateful to Dom,
0:40:27 > 0:40:30but I'm also very grateful to Richard Lee, I have to say that
0:40:30 > 0:40:33because the guy's come in,
0:40:33 > 0:40:37he's taken me on face value and he's worked with me.
0:40:37 > 0:40:40After being left without a functioning toilet
0:40:40 > 0:40:42and units that didn't fit,
0:40:42 > 0:40:45Andy has been told his bathroom will be redesigned
0:40:45 > 0:40:47and refitted to the correct standard.
0:40:47 > 0:40:50Lindsay and Chris have also received an offer
0:40:50 > 0:40:53and, while Mark Two don't want to reveal the exact details,
0:40:53 > 0:40:56it's safe to say the customers are happy.
0:40:56 > 0:41:00Most of the reparation work they're going to do is above and beyond.
0:41:00 > 0:41:03It's going to be better than it would have been
0:41:03 > 0:41:05even before the kitchen was installed.
0:41:06 > 0:41:10We are starting to see a potential light at the end of the tunnel.
0:41:10 > 0:41:14Well overdue, but if things can be finished off
0:41:14 > 0:41:19within the next three to four weeks, then I think we'll be happy.
0:41:19 > 0:41:23And Shirley, who was left with badly-tiled kitchen walls
0:41:23 > 0:41:25and an unsatisfactory extractor fan,
0:41:25 > 0:41:29has also received and accepted an offer from Mark Two.
0:41:30 > 0:41:32I'm happy with the outcome he's offered me.
0:41:32 > 0:41:34If I hadn't got Dom involved,
0:41:34 > 0:41:38I don't think I would have managed to achieve any of this,
0:41:38 > 0:41:45because I think it's Dom's clout that's bringing all this to light.
0:41:45 > 0:41:46Thank you, Shirley.
0:41:46 > 0:41:49I'm really glad things are moving in the right direction
0:41:49 > 0:41:51and the customers are finally on the verge of receiving
0:41:51 > 0:41:54their dream kitchen, bathroom or compensation.
0:41:54 > 0:41:56- So you're a happy bunny.- I am.
0:41:56 > 0:41:58- Is my job done? - It is. Thank you so much.
0:41:58 > 0:42:00Did they give you any compensation?
0:42:00 > 0:42:02650 they gave me, yeah.
0:42:02 > 0:42:03Good. So a little bit of a bonus.
0:42:03 > 0:42:06- Absolutely. - What are you spending that on?
0:42:06 > 0:42:08- Tiles.- And a bit of paint.
0:42:08 > 0:42:10Yeah! And a bit of paint.
0:42:10 > 0:42:13- And the job will be done. - Exactly! Yeah.
0:42:13 > 0:42:16OK. Donna, time for me to say I'll love you and leave you.
0:42:16 > 0:42:19- Oh, thank you, Dom. - Ciao, sweetie.- Ciao.
0:42:20 > 0:42:24It's always great when I can help a whole group of people like that,
0:42:24 > 0:42:27especially when they've spent their hard-earned cash on a product
0:42:27 > 0:42:29and not got what they paid for.
0:42:30 > 0:42:33So Mark Two have finally come up trumps.
0:42:34 > 0:42:37And I've received a statement from Tesco which says: