Paula Rosa Kitchens in Storrington, Pulborough

The kitchen was marketed as "excellence" - sadly, this was far from the reality.
Within 2 years the outer skin of the kitchen in all areas began to degrade with cupboard doors showing signs of paint surface cracking and paint drop out. Some of the veneers began to blow out and peel back. This product failure was not in anyway caused by our neglect.
All this was reported to PRM a month out with its two year warranty. With such an "excellent" product, you'd expect manufacturer support to carry beyond such a short warranty period - that should have been an early warning sign of the limited expectation of longevity...
A PRM engineer called at our home and examined the defective areas and recommended a full replacement. Initially it seemed this was to be the case and follow up contact with customer service on two occasions supported this, however when the full cost of replacement was realised PRM did a rapid u-turn and backtracked offering only replacements with the full cost to be met at our expense. Having already been taken for a ride by PRM I had no intention of wasting more money on another sub-standard product.

We have a Paula Rosa Kitchen with shiny laminate covered units, it was supplied in October 2012 and three years on the laminate cupboard door and two deep drawer fronts were detaching. The customer service person informed us as we out of the two year warranty they could only help by giving us details of a company we could contact to purchase replacements. To cut a long story short after not accepting this solution, we looked on the Internet to see who the CEO of Paula Rosa was and looked carefully at how they described their 'high quality' kitchens and sent an email directly to him, stating that one would expect a high quality kitchen door/drawer to last longer than three years. This resulted in a positive outcome described by them as a goodwill gesture and they supplied us with replacements which were delivered promptly, luckily we were able to fit them ourselves. Unfortunately we have noticed yet the laminate on another cupboard door has seriously detached itself and looks awful. I certainly wouldn't recommend a Paula Rosa kitchen because of these faults plus the original fitting of it has been clumsy with many parts showing damage caused by carelessness or speedy fitting. Not what one would hope for when its first sold to you, very disappointing.

We've been trying to have a conversation with Paula Rosa regarding the kitchen units they sold us 2 years ago along with a lot of top end Miele and Bosch appliancies. The problem is that the laminate is starting to detach for some of the drawers and cupboards and it is absolutely a manufacturing fault. Although they acknowledged our original email and asked for information regarding our purchase, their customer services people did not respond to our follow up emails. We phoned their offices to find our what was going on as we'd not had a chance to discuss the matter with them. We were told that they did not deal with retail customers and that they had passed our information to a secondary supplier who might be able to help us find replacements. They provide kitchens for Barrett homes, David Wilson homes and other large house builders and are obviously not interested in the people who go into their show room and spend many thousands of pounds on what is supposed to be a high end kitchen. They don't tell you they have no after care service.They were not even prepared to discuss, even though the matter had been raised within the two year warranty period.Disgraceful!

If you have the option don't pay extra for their 'top quality, high gloss' products at least not if you don't want to be banging your head against a brick wall. Like the person above my husband and I are two mature professional people with no kids or dogs at home so it's not a heavy use issue. The battle begins.

Jessie

I am writing this review on behalf of my mother. 6 years ago she moved into an apartment which was newly built and which described your kitchens as high quality. She now finds herself in the position of having to tape down the shiny face of each cupboard and drawer in the kitchen and utility room as they are lifting off along the edges. One cupboard even has a large bubble on the face of the door. She has contacted your after care department and been told that after 2 years the warranty has expired. She has asked if someone can come and assess the problem but been told you provide no such service. My mother is extremely careful in her use and care of the kitchen and doesn't slam doors or use any kind of force. For a so called high quality kitchen to be essentially falling apart after 6 is appalling and your after care policy is derisible. I shall be writing this review of your "high quality" kitchens in as many places as I can find to spread the word of your terrible kitchens and after care.

Faithfully,
Sara

I am writing a review regarding the laminate coated units. These kitchens were fitted into 6 houses in 2012 by a reputable builder in East Kent. The laminate coating in 4 of the 6 kitchens is peeling back on at least 4 of the units within each kitchen. These units are not subject to excessive wear and tear, there are no children in the houses, and the owners are at work all day, so there is really minimal use! These units are describe as high end features in executive build houses. FAR FROM IT. They are absolutely dreadful, as was Paula Rosa's initial response. Even Homebase low end kitchens come with a 3 year guarantee!! DO NOT BUY FROM THIS COMPANY!