Negative Experience
I recently had a very mixed experience with Kew Electrical Distributors (Dartford branch).
I initially visited the branch to get advice and purchase LED lighting for a media wall and coving project. I was told a plan would be put together for me, and I went on to spend £1,286.83 based on that advice.
Unfortunately, the process quickly became frustrating. Items were missing from the order at collection, and I later discovered that key components were not even in stock or available in the country at the time of purchase. Communication was poor throughout, and I had to repeatedly chase for updates.
More concerning was that the system appeared not to have been properly designed. Even the supplier was initially unfamiliar with the setup, and the only “plan” provided was a basic hand-drawn sketch, which was not sufficient for my builder to work from.
After further delays and confusion, it was eventually acknowledged that the original setup was overcomplicated and needed to be changed.
To KEW’s credit, they did ultimately agree to take everything back and provide a full refund, which I appreciate.
However, the overall experience fell well below expectations, particularly given the amount spent. The lack of coordination, poor communication, and absence of a proper technical design caused unnecessary delays and frustration.
I would suggest that KEW improve their process when supplying more complex lighting systems, ensuring that a clear, complete, and verified design is in place before taking payment from customers.
A disappointing experience overall, but resolved in the end.