Hi, another very disappointed and frustrated Custom Front customer here. Really helpful to read the recent reviews. We paid them in full for our order 2 weeks ago. We haven't even had an acknowledge... Ver mais
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Leia as opiniões dos outros
Great product, fantastic people! The kitchen I received from Custom Fronts exceeded expectations; it’s a quality product that’s clearly made with care. Molly took me through the process from design to... Ver mais
We ordered what we thought was going to be our dream kitchen back in August and paid almost £16k up front. Initially the communication was fast and helpful, and the design sessions were brilliant. We... Ver mais
A bad review as they are in adminstration. Bear in mind, in my opinion, this is highly unlikely to be the fault of the staff, who are apparently working, in spite of probably not getting paid. Given... Ver mais
Informações sobre a empresa
Escrito pela empresa
Sustainable and beautiful kitchen doors and accessories for people who love nature. Made in our Sussex workshop to perfectly fit IKEA kitchen cabinets. Guaranteed for life.
Informações de contacto
Units 34/36, Bridge Farm, Barcombe Mills Road, BN8 5BX, Lewes, Reino Unido
- sales@customfronts.co.uk
- customfronts.co.uk
2,3
Mau
50 opiniões
Respondeu a 7% das suas opiniões negativas
Geralmente responde em 14 horas
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Extremely poor communication
Extremely poor communication. We ordered our kitchen over 6 weeks ago, paid our deposit and have not had any correspondence since. We have no idea when or even if we will get our order.
This is our second time using Custom Fronts and it’s been a lot worse.
We just need a date of delivery or our money back.
2 de abril de 2025
Opinião espontânea
Resposta da Custom Fronts Ltd
Hi Jessica,
Thank you for sharing your feedback, and for returning to Custom Fronts for your second kitchen - we’re genuinely grateful for your continued trust in us.
We’re sorry that you’ve felt communication has been lacking during this order. We completely understand how unsettling that can feel, especially when you’ve made a significant investment and are waiting on something important for your home.
We completely accept that the regular updates you expected weren’t coming through - and that’s on us. To clarify a few details for context: we did acknowledge payment and we sent your VAT invoice - which you specifically requested - in mid-March. So it’s not quite accurate to say that there has been no contact for over six weeks. We do also point out on order that until the materials arrive just before your kitchen is made, there is really nothing to report, unless there are any delays, which I am happy to say there aren't in your case. However, we completely accept that the regular updates you expected weren’t coming through.
This gap was due to a clerical oversight when moving to our new customer portal. We’ve recently been transitioning to a new system designed to improve communication and provide our clients with more visibility into their project. Even though we won't always have anything to report, we acknowledge customers find it more reassuring to get regular communication, even if just to say "no update, all going as planned". Unfortunately, your details weren’t uploaded to the new system during this handover, which meant you weren’t receiving the automatic weekly updates we now send. This happened during a handover to a new member of our admin team, and we’re truly sorry for that lapse.
Your order has always remained in the production schedule exactly as agreed, with no delays. And now that the portal issue has been resolved, you’ve since received an update from our workshop team through the new system.
Just to reiterate what you’ll likely recall from your previous experience with us and clearly outlined in the order process and our terms and conditions, we can’t give guaranteed delivery dates until the product is in production - we gave you an estimated lead times, and production slot neither of which have altered. As already said - there's no delay. This is assigned on a first come first served basis and we can't push your order ahead of other customers who ordered before you. After your kitchen enters production in the workshop they update you on the delivery dates. We'll be updating you weekly in the meantime and you can access the portal with all the details of your order and any updates at any time.
We know we fell short on communication in your case, and we’re working to make sure this doesn’t happen again. We’re a small team, designing and making everything to order in our Sussex workshop and we prioritise quality and craft over the speed of mass production, We can't always respond to messages in real time - but we know you didn't hear from us in a while, and sorry again. We do everything we can to ensure the quality, transparency, and care our customers return for and do appreciate your feedback.
If you need anything further in the meantime, we’d be more than happy to speak with you directly. Thanks again for your feedback - and your patience.
Warm wishes,
The Custom Fronts Team
Wonderful finished product
Incredibly beautiful, statement fronts for our IKEA kitchen - we have received a lot of love for them from our family and friends! We went for a mix of brown oak and ash.
4 stars only because there were a few teething issues with communication at one point in the process which was due to a team restructure at the time - but once in place the customer service we received was excellent.
I would absolutely recommend custom fronts - they are a family business so perhaps their comms isn't as slick as the larger companies - but the finished product remains my favourite part of our renovation, it's absolutely beautiful.
25 de abril de 2024
Resposta da Custom Fronts Ltd
Thanks Emma, we're so happy you like your brown and ash fronts - wow what a stunning mix. Thank for leaving a review.
Abysmal customer service
I am puzzled by the positive reviews here, because my experience with this company has been abysmal. I placed my order 13 weeks ago (and paid upfront in full!) on the promise of an 8-week lead time. After 7 weeks when I started asking for a status update I received no responses to my emails and no one picked up the phone when I called, to the point that I worried the company had gone out of business.
I spent the next 5 weeks trying to contact the company to get updates on my order, emailing multiple times per week and calling as many as 10 times per day, and receiving infrequent and mostly unhelpful updates. Meanwhile, our entire renovation was delayed as a result of this, and we were having a very stressful time and spending a fortune moving our young children from one temporary accommodation to the next.
I have finally received my order and it’s not even right. I requested hand-routed handles for my order and sent them a photo of my old kitchen so they could see where the handles were located on my old cabinets. Absolutely inexplicably, they have cut handles only in the lower cabinet doors and not in the upper ones. Why on earth would I want handles on only half of my cabinets?
Now it’s certain that our renovation won’t be done before Christmas and it’s 100% the fault of Custom Fronts. Supply chain delays I understand, but total unresponsiveness to customers who have paid upfront is unacceptable. This experience has been so stressful I wish I could erase it from my memory.
13 de dezembro de 2024
Opinião espontânea
Resposta da Custom Fronts Ltd
Dear Lindsay
Thank you for sharing your feedback. We’re truly sorry to hear that your experience did not meet your expectations, and we genuinely appreciate you taking the time to express your concerns.
Unfortunately as we communicated to you, the estimated timeline for delivery was extended due to the sudden and unexpected departure of a key workshop staff member. We understand this was disappointing and we sincerely apologise for the frustration caused. At the time of your order, we provided an estimated lead time of 8-10 weeks for production, with an additional week or so for quality control delivery. While the majority of projects are delivered within the original estimated time, this is not a guarantee. Unfortunately, due to the staff member leaving, your order was delivered 2-3 weeks later than originally estimated on week 13.
We understand how important this project is for you, and we regret the frustration caused by the delays. We also understand that there were times when you felt frustrated by a lack of communication from us. We truly appreciate your feedback, and we will be reviewing our processes and phone response times to ensure we provide a better experience in the future. While we did update you at key stages throughout September to December, we recognise that you contacted us frequently, and unfortunately, we did not always respond immediately to each of your messages. We understand the importance of timely communication and are committed to improving this aspect of our service.
Regarding the handles, these were reviewed and signed off by you as per the cutting lists and plans provided, which indicated handles on the base units only, not the wall units. Handleless wall cabinets are a very common design choice. Once you raised the issue, while you had signed off on it. we took full responsibility for any misunderstandings and acted quickly to collect the fronts, modify them, and return them by courier with the updated handles at no additional cost to you. We turned this around in a few days to ensure your kitchen could be finished in time for Christmas.
We are truly sorry for the stress this situation caused, and your feedback helps us to continually improve. If you would like to discuss this further, please don’t hesitate to contact us.
Thank you again for your understanding.
What an amazing experience
What an amazing experience. First of all the quality and the care in the products is obviously undeniable. But on top of that Custom Fronts have been insanely helpful with everything. Lauren has been super communicative and just made things easy for us during a very stressful kitchen extension experience. I'm super grateful. Thank you Lauren, and thank you Custom Fronts.
19 de setembro de 2024
Opinião espontânea
Resposta da Custom Fronts Ltd
Thank you so much, we really appreciate it and we are delighted that you love your kitchen and our customer service. It means a lot to read this.
A fantastic company to work with
Custom Fronts specialise in replacement plywood doors for IKEA and Howden Kitchens. But our kitchen was from John Lewis, but the people at Custom Fronts still quoted on replacing our doors.. Not only do their doors look fantastic, the quote was significantly better than their competition.
To ensure the new doors and drawer fronts fitted, Lauren from the workshop, went above and beyond to avoid any concerns. I was in the area of their workshop outside Lewis, and took down an example drawer front. Lauren opened up the workshop on a Saturday to meet me. Upon meeting her, I could tell she loved the doors she's creating. She literally effused passion for her job, and small things like the product care package you receive shows that passion.
When the time came for the doors to be delivered, Custom Fronts again were flexible and communicative. The next day my kitchen fitter managed to click all the doors into place effortlessly, and that was due to all the hard work Custom Fronts put in to my order.
I wish all companies were like this. It's a a cliche, but if I could give more than 5 Stars, I would.
15 de agosto de 2024
Opinião espontânea
Resposta da Custom Fronts Ltd
Thank you so much, your words mean a lot to us.
Great service, high quality product
The whole process worked really well - from sending the Ikea kitchen design to delivery. Just remember to factor in the time it takes for CF to make them - they were very busy when we ordered ours. The quality of the cupboards is excellent (we close raw cut oak, which has a lovely textured finish). We really love the kitchen and are always complimented on the cupboards.
23 de novembro de 2023
Opinião espontânea
Resposta da Custom Fronts Ltd
Thank you so much, we really appreciate your words.
Beautiful kitchen cupboard doors
I bought the brown European oak cupboard doors for my kitchen and I could not love them more! The finish is perfect and service was great. I needed extra plinths after my original order was sent and the team went out of their way to make sure my project wasn’t delayed. I would definitely recommend the company and the products.
8 de julho de 2024
Opinião espontânea
Resposta da Custom Fronts Ltd
Thank you so much, this means a lo9t to us.
First class product
We are thrilled with the product. It’s so gorgeous. We opted for the brown European oak. Lauren in the workshop was super helpful, sent me pictures throughout the process and was honestly the best level of service I have ever received. The product arrive packed very well and fitted our carcasses like a glove (we had howdens carcasses). If you want your kitchen to have that point of difference and originality opt for custom fronts. You can’t go wrong.
6 de janeiro de 2024
Opinião espontânea
Resposta da Custom Fronts Ltd
Thank you! We are delighted you love your kitchen and our service.
Worth the effort.
It was a long old process from identifying the company to receiving the doors, with additional orders fulfilled as we changed/adjusted our plans (our fault not yours), but we are delighted with the outcome and would certainly wholeheartedly recommend the product, which is of an excellent quality.
Thank you for all your care and attention.
16 de maio de 2024
Opinião espontânea
Resposta da Custom Fronts Ltd
Thank you so much!
The team at Custom Fronts were super…
The team at Custom Fronts were super helpful and really worked hard to ensure we got the kitchen we wanted. The quality is exceptional and whilst it took a little longer than bigger high st places, the final look is so much better. We felt the team really went the extra mile to make sure we got what we were hoping for, letting us see samples and the door slabs before cutting and sending them out. We couldn’t be happier.
30 de abril de 2024
Opinião espontânea
Resposta da Custom Fronts Ltd
Your words mean a lot to us, thank you.
A very positive experience
We had a very positive experience with Custom Fronts. We went in and met the team in East Sussex and saw the workshops. We chose their walnut fronts, and then received a detailed information pack with a full cutting list and design. They are a small team and I do think they sometimes struggle with communications a little but we were delighted when the fronts were delivered on time and completely to the correct spec. They look terrific and when it counted they were there to help with any questions about the installation. Thanks to everyone for doing a great job.
6 de março de 2024
Opinião espontânea
Resposta da Custom Fronts Ltd
Thanks for the kind words Jonathan and it was a pleasure to help out when we could - we understand it can be a difficult process planning, deciding and installing a kitchen but we are incredibly passionate about what we do so will always aim to give as much help as possible. You are right - we are much better at designing and making beautiful, unique kitchens and furniture than we seem to be at setting up digital phone systems or email filters but after trialling a couple of different processes and software in the last 6 months or so we're hoping we've arrived at a system that will make clients journeys with us smoother and simpler. We are a small team and you've probably spoken to half of us either directly or indirectly so it's always great to hear that the passion and commitment is evident in your beautiful walnut kitchen.
Very concerned this company has gone under… delayed order… no communication…
We chose custom fronts over other very similar suppliers such as Holte and Plykea (who friends had a great experience with) because we trusted them and loved their independent boutique positioning. We also fell in love with their beautiful designs!
However, as soon as we transferred the money in full (almost £10k which could have been in investments until now) the communication from them dropped off a cliff… is this is a business directive to be pushy to make the sale and then treat paying customers really poorly?
Firstly, we received a chaser email from them ON THE DAY THEY WERE CLOSING FOR CHRISTMAS to say we needed to send an updated IKEA plan or they could not place our order. What was ridiculous about that was that all we wanted to do was remove a cabinet, so very shocked they couldn’t place the order regardless and also shocked they couldn’t chase us further in advance. As soon as we received the email we responded and met the deadline for the order, but we never heard anything back!
I think we must have sent around 10 emails in January with no response… only managed to contact them via calling when their sales contact said she has responded when she clearly hadn’t …. Why lie ???
Secondly we still have not recieved a CAD line sheet from them so I’m concerned reading other reviews that our order will be incorrect!
Anyway they promised the order was all on time and now we are over 2 weeks past the deadline with no clear comms from them on when the delivery is actually coming… and we are going away next week and this has caused so much undue stress.
Please please please do not be fooled by their sales tactics… just avoid this company and save yourself the stress
5 de março de 2024
Opinião espontânea
Resposta da Custom Fronts Ltd
This review is baffling to say the least. We must correct several inaccuracies. Our records show that while we acknowledged an initial communication hiccup and promptly addressed it, many delays were due to repeated postponements on your end. Here are the facts:
Order Delays:
Delivery dates were rescheduled four times because the order was delayed on your side.
Extra Services Provided:
We offered free fitting (postponed twice due to your scheduling), made changes and extra shelving available at no extra cost, and even reviewed your IKEA order—a service completely outside our standard scope.
Installation Issues:
Our responsibility is to manufacture and supply quality doors. Installation issues—such as those with the Quooker tap or the dishwasher front—are fitting matters for your installer and are not our responsibility. We even sent a member of staff to assist your fitter with these issues after your request, which was completely beyond our service scope.
Ongoing Commitment:
Despite challenges, including responding promptly even under difficult personal circumstances, our communication has been consistent and solely aimed at supporting your project.
We remained fully committed to resolving any outstanding issues and invited you to contact us directly for further discussion, which did take place. Despite this, you left a review claiming that our company no longer exists - an assertion that does not bear any relation to reality.
We were lucky enough to discover Custom…
We were lucky enough to discover Custom Fronts and use them for our self build property. What an absolutely amazing product and fantastic team. Ian and his team have been so diligent with incredible attention to detail. I could not recommend this team enough. What a wonderful small business. Thank you so much for our incredibly beautiful bespoke kitchen.
22 de fevereiro de 2024
Opinião espontânea
Resposta da Custom Fronts Ltd
Thanks for the kind words Daniel. We're really looking forward to seeing everything when it's finished - it's looking pretty amazing already! It was great to work with you two and we hope the finishing straight has been going smoothly.
I am trying to place an order with them…
I am trying to place an order with them - I call and call and press the option to speak to the sales line and no-one ever answers. I leave clear messages to call me back and again no-one ever does. This isn't just an isolated occurrence today - its an ongoing issue. I am wondering if they are out of business.
They may well be brilliant if you can ever get a response from them but I am losing so much time with no response I am about to try someone else. A shame as the product looks very good.
19 de fevereiro de 2024
Opinião espontânea
Resposta da Custom Fronts Ltd
Hi Taz, Sorry you've not been able to get through. We've been talking on the phone with clients today so I'm not sure why you have experienced issues but we'll investigate to see if we can work out what has gone wrong - our expertise isn't in phone systems and this is the first we've been aware of an issue. Can you please email us - info@customfronts.co.uk and we can give you a call and see if we can help. I can't find any record of messages so we're really a bit perplexed.
Beautiful Work
We received our custom fronts for our Howdens kitchen a few weeks ago and I couldn’t be more thrilled. They are so beautiful and the craftsmanship is outstanding. There is a long wait time for these but this was explained to me during my first consultation with Molly and I was happy to wait (they’re definitely worth waiting for!) I also have to give special kudos to Lauren, the studio manager there, she has been nothing but kind, understanding and helpful. She went above and beyond to help me when I had some problems and I couldn’t be more grateful for the attentiveness she showed me! Overall I’m so happy and I couldn’t recommend this company enough!
12 de fevereiro de 2024
Opinião espontânea
Resposta da Custom Fronts Ltd
Hi Lauren,
Thanks for the kind words. We are really happy that you are so pleased with your fronts and thanks for taking the time to leave feedback. Lauren is amazing and a true reflection of the passion and commitment of the whole team - there's a lot of love as well as skill, experience and hard work that goes into a CF kitchen and happy clients make it all worthwhile.
Excellent customer service and…
Excellent customer service and beautiful product.
Very happy with every element of the process.
The team were great and really accomodating of our needs
29 de novembro de 2023
Opinião espontânea
Resposta da Custom Fronts Ltd
Hi Charlie,
Thanks for your kind words. It's been a pleasure working with you and seeing the progress. It's an amazing project and we're thrilled to have been a part of it.
Superb quality walnut fronts
We ordered walnut fronts for our kitchen carcasses and the quality is absolutely outstanding. The whole team went out of their way to ensure the products reached us in perfect condition and were super helpful (bearing in mind we altered things as we went along!!). The final product is a kitchen that looks and feels exceptionally high end. Thanks to Molly, Lauren and the rest of the team.
30 de outubro de 2023
Opinião espontânea
Resposta da Custom Fronts Ltd
Thanks, Claire - we are so pleased you were happy and thank you for taking the time to leave the review.
Really poor communication and problems not resolved …
I don’t normally leave negative reviews but I’ve run up against a brick wall trying to get the issues with my order resolved. The initial contact with the company was great but once I had paid my deposit it became really difficult to get prompt replies to my emails. The lead time was very long (but I did know this from the outset) and the company were very reluctant to guarantee a delivery date which made liaising with my fitter really hard. Once the fronts arrived I was very happy with the quality but there were a number of errors which I informed the company of. These included a missing panel, a shelving unit that was not as deep as requested, and doors that were shorter than agreed. I have had a bit of back and forth but now, despite a number of emails, there has been radio silence for three weeks. This is very disappointing as the project was expensive and remains unfinished. I think the company might have expanded beyond their capacity to work accurately and that internal communications are not what they might be. So, despite the quality of the product, I am only able to give two stars for my experience with Custom Fronts, but hope that they are able to resolve my issues very soon.
23 de novembro de 2023
Opinião espontânea
Resposta da Custom Fronts Ltd
Thank you for providing your feedback. We have thoroughly reviewed all the information in our system to address any concerns. Regarding the lead time, we would have informed you of it during our initial conversation, as you mentioned. As our product is meticulously handcrafted, the lead time is a reflection of its uniqueness. We are delighted to hear that you are satisfied with the exceptional quality of the fronts.
Regarding the other points you raised, we acknowledge that the fronts were all produced according to the sizes you requested, and you confirmed and approved these dimensions. However, where we failed was not noticing a panel was missing from the initial order, and we apologise for not spotting this. Although we rely on clients to provide specific requirements, we typically notice such oversights and take action. As such, and in this case, we have set aside some material and will make the panel for you at no extra cost and will be delivering it to you free of charge to assist you as much as possible. Additionally, we will be providing push-to-open fittings free of charge to resolve the door issue. We do feel the need to reiterate that the doors were made precisely to the sizes you both specified and approved.
We made the shelving unit according to your requested size. We also raised our concerns about its unusually shallow depth. We have offered a solution to address this issue, and we are still willing to assist you further in resolving these issues.
No, we haven't expanded. We remain a dedicated, close-knit team committed to offering highly personalized service to our clients. Our unwavering dedication to excellence drives us to go above and beyond to bring our clients' dream kitchens to life. Every product we create is a result of meticulous craftsmanship, using only the finest materials and countless skilled hours. While we acknowledge that, as a small team, we may not be flawless, we are always determined to rectify any mistakes and ensure customer satisfaction.
Please don't despair. We will get this resolved.
Superb fronts and unbelievable customer care
We fitted birch ply fronts ,from custom fronts,last year ( which looked amazing) and after 9 months some marks began to appear. I contacted custom fronts and spoke to Lauren who said it shouldn’t happen and would I send pics. After trying to remove the marks( with a cleaner supplied by cf) to no avail, Lauren informed me my fronts would be remade and refitted by them. They fitted them today and they are superb.
This level of customer service and genuine care for their customers ( even after over 12 months) is unprecedented as far as I’m concerned. In all honesty I was stunned, but dealing with Lauren and having our new fronts fitted by Ian ,the director!( and of course Olly) I realised this seems to be par for the course for customer fronts. They care deeply and take pride in every aspect of their business and definitely care for their customers from first contact til ,as in our case, well into the future.
21 de novembro de 2023
Opinião espontânea
Resposta da Custom Fronts Ltd
Hi Martin,
Thanks for taking the time to leave feedback - we always appreciate it. It's always nice when people really understand how much we care and how important it is to the whole team that we produce the best product and service we can. We don't always get it right and can't control everything, but we always care, and it's a genuine passion for us.
We work closely with our suppliers, so will be checking your old fronts with their experts; It's crucial for us to stay informed about any issues and resolve them promptly.
Also, we wanted to say a big thank you for your warm welcome to the team and genuine hospitality in your lovely house it has been an absolute pleasure to work with you.
We are a small team which, whilst it can have its drawbacks, it does mean that everyone within the company genuinely cares and is truly passionate about what we do. Lauren, Olly and Melvyn are amazing representatives and reflect the care, skill, and commitment of the whole team. If you are ever in the area, please pop in and say hello and meet us.
Exceptional quality
Custom Fronts have done the fronts for my Howdens kitchen carcasses, and I cannot be happier that I chose them. The products themselves are of outstanding quality - so perfectly polished and finished that one stares at them in wonder of how it can have possibly been achieved.
The fronts arrive carefully packaged, and with instructions that make it a child’s play to fit them. Note though: your fitter might think that they are above instructions. Don’t let them. Insist that they heed them. It’ll make the difference between, e.g. the grain of the wood all being in its natural pattern, or a mismatch (although that has its charm too).
Their customer service is also second to none. A horrible IT glitch messed up my order at the eleventh hour. The entire team came to the rescue, and did not rest until absolutely everything was put to rights, even when that involved considerable time and resources on their part. All of this was done entirely willingly.
I’ve been left with the impression that these people don’t seek to please their customers only because it is good for business; they also genuinely care about making their relationships with customers mutually rewarding, and - if it doesn’t sound too grandiose - about adding more beauty to the world.
They’ll have me back at their door for any other project to which they can contribute.
16 de novembro de 2023
Opinião espontânea
Resposta da Custom Fronts Ltd
Hi Ana, thank you so much for sharing your positive experience with us. It's wonderful to hear that you are delighted with the quality and finish of our products. We are sticklers on packing our products so that they arrive carefully. Lauren, our workshop manager, is very strict about providing clear instructions for easy installation. It's true that following the instructions can make a significant difference in the final result! The quality of the fitting makes all the difference. Our products are not off the shelf; they are fully bespoke, so considering the grain and positioning is essential to achieve the desired results.
We may not always get everything right, but we always go above and beyond to rectify any glitch in an order that may occur; we are so committed to customer satisfaction. Ana, it's so lovely that you picked up on how much we genuinely care for both our clients and in providing beautiful, sustainable kitchens. Thank you for your trust and confidence in us.
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