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Old 26.06.2017, 12:47
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Help with FUST

Without going into detail (perhaps later), we are having a problem with the FUST kitchens and bathrooms people in Etoy.

We want to escalate this to their bosses but are having challenges finding who might have some authority over this branch.

If you know of anyone who can look impartially at our situation and then kick some ass to get them to do their jobs this would be a great help.

Thank you
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Old 26.06.2017, 12:54
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Re: Help with FUST

Lot of names.
http://sg.powernet.ch/webservices/in...&lang=1&sort=0

Pick one or two directors. Then you are nearly at the top most level.
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Old 26.06.2017, 12:54
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Re: Help with FUST

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Without going into detail (perhaps later), we are having a problem with the FUST kitchens and bathrooms people in Etoy.

We want to escalate this to their bosses but are having challenges finding who might have some authority over this branch.

If you know of anyone who can look impartially at our situation and then kick some ass to get them to do their jobs this would be a great help.

Thank you
There is most likely a district manager but you will not find their information on the web. I understand your frustration with a certain store, we've all been there. I suggest that you contact headquarters directly and file a complaint. But initially, try going through the official channels and file a complaint (https://www.fust.ch/de/contactform.html). If all that fails, send a letter to:
Buchental 4
9245 Oberbüren
Schweiz
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Old 26.06.2017, 13:56
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Re: Help with FUST

If you look in their magazine, the kitchens division head is Manfred Spiller and at the end they have a bunch of customer emails addressed to "m.spiller@fust.ch".

https://www.fust.ch/de/prospekte-kat...--1--1067.html

Maybe it's misdirection, but maybe it would work.
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Old 26.06.2017, 14:41
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Re: Help with FUST

We also recently had a problem with Fust.

Do you have legal insurance? Just the mention of this seems to help companies to focus and look for solutions. Sadly it shouldn't be this way.
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Old 14.05.2021, 14:36
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Re: Help with FUST

Hi all,

Do you have experience of getting a price reduction from Fust on the kitchen repair in case of very long time getting the kitchen done? Also some of the kitchen items were not done according to the initial contract. Please let me know if you managed to get any refund or compensation from them.

I have paid only half of the price at the moment and thinking about seriously reducing the second half.

Thank you
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Old 14.05.2021, 21:19
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Re: Help with FUST

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Hi all,

Do you have experience of getting a price reduction from Fust on the kitchen repair in case of very long time getting the kitchen done? Also some of the kitchen items were not done according to the initial contract. Please let me know if you managed to get any refund or compensation from them.

I have paid only half of the price at the moment and thinking about seriously reducing the second half.

Thank you
Yes, after much arguing over the poor quality of the installation of the appliances, we managed to get money off the bill. We had to escalate the problem and it took time.

Yours sounds like a different issue and compensation might be a challenge if the complaint is about delays (companies find reasons to justify this). If the issue is mistakes, or not sticking to the plans, this is different. There should be an explanation. Check the contract to see if they have the right to make changes or modifications. If it can't be put right and you are not happy, complain. Holding back money might be your only option but be sure you document in writing by registered mail the justification for this.

Fust's customer service, in my experience, has been dreadful the past few months. I am still waiting for someone to get back to me for months about a repair to the corner carousel. I got so fed up I looked for instructions from the manufacturer and fixed it myself.

Hope you manage to sort things out.
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Old 14.05.2021, 23:05
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Re: Help with FUST

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Yes, after much arguing over the poor quality of the installation of the appliances, we managed to get money off the bill. We had to escalate the problem and it took time.

Yours sounds like a different issue and compensation might be a challenge if the complaint is about delays (companies find reasons to justify this). If the issue is mistakes, or not sticking to the plans, this is different. There should be an explanation. Check the contract to see if they have the right to make changes or modifications. If it can't be put right and you are not happy, complain. Holding back money might be your only option but be sure you document in writing by registered mail the justification for this.

Fust's customer service, in my experience, has been dreadful the past few months. I am still waiting for someone to get back to me for months about a repair to the corner carousel. I got so fed up I looked for instructions from the manufacturer and fixed it myself.

Hope you manage to sort things out.
Thank you for your reply! For us the most inconvenience is caused by the delays. They forgot to order many of the items, and currently we are living with the half finished kitchen for much longer than we were expecting, waiting for the items to arrive. There are no definite timelines from them about when the missing pieces will arrive. They promised to finish the kitchen in two weeks and failed, and I would like to escalate. On top of that they have changed a couple of items but the changes are minor and I can live with them. I am actually quite happy with the quality.

How did you escalate the issues, with whom? Did you involve the lawyer to get your money back? Thanks!
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Old 15.05.2021, 09:00
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Re: Help with FUST

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Thank you for your reply! For us the most inconvenience is caused by the delays. They forgot to order many of the items, and currently we are living with the half finished kitchen for much longer than we were expecting, waiting for the items to arrive. There are no definite timelines from them about when the missing pieces will arrive. They promised to finish the kitchen in two weeks and failed, and I would like to escalate. On top of that they have changed a couple of items but the changes are minor and I can live with them. I am actually quite happy with the quality.

How did you escalate the issues, with whom? Did you involve the lawyer to get your money back? Thanks!
No lawyer, dealt with head office. Started off with the local contact at the shop where we ordered, they forwarded it. Can you use the kitchen at the moment even though there are missing pieces ?

You might find some key names on Linked In.

Complaining in writing is essential. E-mail only if you get a name to complain to. Otherwise send a letter by registered mail. If the payment terms are subject to completion then until the work is finished the final payment is not due. The contract should be clear. Compensation is likely going to be something you need to negotiate.

I assume you ordered from one of the Fust shops in person. Have you visited in person to complain? Do this on a Saturday when it is busy. Unhappy customers are bad for business as there's a good chance others will hear.
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Old 15.05.2021, 11:14
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Re: Help with FUST

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No lawyer, dealt with head office. Started off with the local contact at the shop where we ordered, they forwarded it. Can you use the kitchen at the moment even though there are missing pieces ?

You might find some key names on Linked In.

Complaining in writing is essential. E-mail only if you get a name to complain to. Otherwise send a letter by registered mail. If the payment terms are subject to completion then until the work is finished the final payment is not due. The contract should be clear. Compensation is likely going to be something you need to negotiate.

I assume you ordered from one of the Fust shops in person. Have you visited in person to complain? Do this on a Saturday when it is busy. Unhappy customers are bad for business as there's a good chance others will hear.
Thanks so much for the tips!

We can use the kitchen, kind of — everything is kind of functioning, but there is no silicone on the stone surface so we should be careful with water, there is a missing cabinet for the oven, and the oven is sitting hot and bare at some temporary piece of wood, there is a missing cabinet for the dishes and we cannot place the plates where they have to be, there are missing built-in lamps so the installed cabinets will need to be removed when the lamps arrive and then re-installed with the lamps again, there is a missing water tap so we are using the temporary one which opens only half way, there are missing lower (floor) borders of the cabinets and we cannot use our Roomba because it gets stuck underneath. And the most frustrating part is that the timelines now are “as soon as possible “ which could be anything. Next week they promised to deliver some of the missing pieces but they cannot cleary say which ones. So yes, we can use the kitchen but this is not OK and I am getting very impatient — we are living like this for over 2 weeks now, they were supposed to finish everything on April 30th. Apologies for the long rant.

The person who I have ordered the kitchen from will be visiting us together with his manager next week. I told them that I am planning to go to Russia for the summer and will not be available soon, so they should hurry… At the moment I am trying not to fight with them too much as long as they still need to finish the kitchen. Will start writing registered letter now.

Last edited by leonie; 15.05.2021 at 11:46.
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Old 15.05.2021, 17:45
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Re: Help with FUST

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Thanks so much for the tips!

We can use the kitchen, kind of — everything is kind of functioning, but there is no silicone on the stone surface so we should be careful with water, there is a missing cabinet for the oven, and the oven is sitting hot and bare at some temporary piece of wood, there is a missing cabinet for the dishes and we cannot place the plates where they have to be, there are missing built-in lamps so the installed cabinets will need to be removed when the lamps arrive and then re-installed with the lamps again, there is a missing water tap so we are using the temporary one which opens only half way, there are missing lower (floor) borders of the cabinets and we cannot use our Roomba because it gets stuck underneath. And the most frustrating part is that the timelines now are “as soon as possible “ which could be anything. Next week they promised to deliver some of the missing pieces but they cannot cleary say which ones. So yes, we can use the kitchen but this is not OK and I am getting very impatient — we are living like this for over 2 weeks now, they were supposed to finish everything on April 30th. Apologies for the long rant.

The person who I have ordered the kitchen from will be visiting us together with his manager next week. I told them that I am planning to go to Russia for the summer and will not be available soon, so they should hurry… At the moment I am trying not to fight with them too much as long as they still need to finish the kitchen. Will start writing registered letter now.
Hi Leonie, we were talking to the Fust in ZH - the Kitchen specialist (Mr. Bernd, a German) was extremely transparent with us -- and I cannot thank him enough-. He told us clearly that the kitchen cabinets are "manufactured" in Germany, (well, they are kind of IKEA cabinets, just higher end) which takes up to 10 weeks (!!!), and he also warned us that any 'non standard' cabinet / installation could take also even longer, as it is made by (only one) Swiss carpenter company. He was very clear also that about 50% of the appliances that they offer have 'delivery times' within the range of the cabinets, and some of them - because of Covid, or whatever reason, have delivery times of > 3 months. This was one of the reason why finally ordered locally... it is too bad that you got a bad service from this other filial. Hope you can sort out the problems before summer!
Best of luck!
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Old 15.05.2021, 18:59
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Re: Help with FUST

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Hi Leonie, we were talking to the Fust in ZH - the Kitchen specialist (Mr. Bernd, a German) was extremely transparent with us -- and I cannot thank him enough-. He told us clearly that the kitchen cabinets are "manufactured" in Germany, (well, they are kind of IKEA cabinets, just higher end) which takes up to 10 weeks (!!!), and he also warned us that any 'non standard' cabinet / installation could take also even longer, as it is made by (only one) Swiss carpenter company. He was very clear also that about 50% of the appliances that they offer have 'delivery times' within the range of the cabinets, and some of them - because of Covid, or whatever reason, have delivery times of > 3 months. This was one of the reason why finally ordered locally... it is too bad that you got a bad service from this other filial. Hope you can sort out the problems before summer!
Best of luck!
Thanks very much Izzt89! It was probably the best decision to order locally. We were informed that the cabinets are done in Germany, this part they told us. We just didn’t expect that they “forget to order” so many pieces.

Last edited by leonie; 15.05.2021 at 19:21.
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Old 18.05.2021, 10:16
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Re: Help with FUST

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Thanks very much Izzt89! It was probably the best decision to order locally. We were informed that the cabinets are done in Germany, this part they told us. We just didn’t expect that they “forget to order” so many pieces.
Hi Leonie... it seems that you are not the only one having problems. I just got this from my in-laws...(there is a full special on SRF1 today @ 21.05)

Heute wurde auf SRF am Radio gemeldet, dass Fust scheinbar grosse Lieferschwierigkeiten mit ihren Küchen hat.
Bitte schaut heute Abend am Fernsehen SRF1 den Kassensturz um 21.05 Uhr, um Näheres zu erfahren.
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Old 18.05.2021, 10:32
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Re: Help with FUST

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Heute wurde auf SRF am Radio gemeldet, dass Fust scheinbar grosse Lieferschwierigkeiten mit ihren Küchen hat.
Bitte schaut heute Abend am Fernsehen SRF1 den Kassensturz um 21.05 Uhr, um Näheres zu erfahren.

Today on SRF radio it was reported that Fust seems to have big problems with delivery of their kitchens. Watch Kassensturz at 9.05 pm on SRF1 television tonight to find out more.


You're welcome.
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Old 18.05.2021, 19:15
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Re: Help with FUST

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Hi Leonie... it seems that you are not the only one having problems. I just got this from my in-laws...(there is a full special on SRF1 today @ 21.05)

Heute wurde auf SRF am Radio gemeldet, dass Fust scheinbar grosse Lieferschwierigkeiten mit ihren Küchen hat.
Bitte schaut heute Abend am Fernsehen SRF1 den Kassensturz um 21.05 Uhr, um Näheres zu erfahren.
Thank you very much for the information! This is great that the Fust issues are getting some publicity, will watch the program tonight. Tomorrow the Fust manager is scheduled to visit our kitchen. I will be happy to discuss with him the tonight’s TV show, if he is not fired by tomorrow and keeps the appointment.

If there are many unhappy customers, maybe they have some kind of support group on Fust issues, as well as compensation info.
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Old 18.05.2021, 21:28
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Re: Help with FUST

I’m not having trouble with Fust, but just wanted to mention that due to COVID forced shutdowns or reduction of workers in manufacturing sites, unavailability of parts, etc. my replacement oven from Miele which was ordered in Oct last year is still not here. So I have a big hole in my kitchen.

According to Miele some of their more popular appliances and washing machines have delays of more than 8 months. And delays is affecting everyone and not just Miele.
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Old 19.05.2021, 07:26
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Re: Help with FUST

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I’m not having trouble with Fust, but just wanted to mention that due to COVID forced shutdowns or reduction of workers in manufacturing sites, unavailability of parts, etc. my replacement oven from Miele which was ordered in Oct last year is still not here. So I have a big hole in my kitchen.

According to Miele some of their more popular appliances and washing machines have delays of more than 8 months. And delays is affecting everyone and not just Miele.
When we needed a new oven in February I was also told by several shops about long delivery times from Miele and supply issues. I contacted Miele directly and of course they had ovens in stock, just not all models. If you are fed up of the hole in the wall, maybe order a different model.
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Old 19.05.2021, 08:44
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Re: Help with FUST

Here is a link to SRF: https://www.srf.ch/news/panorama/kun...frust-mit-fust
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Old 19.05.2021, 10:18
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Re: Help with FUST

There was another thread when I wrote not to touch Fust with a barge pole and at least one person on this thread said they were OK.

They have no accountability.

Someone high up in the company ought to step up, take responsibility and deal with regime of lack-lustre customer care and appreciation.

Their shops are dull and uninviting and the rest of the company appears to act like a badly performing discounter yet charge premium prices.

Anyway, that's their good points...
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Old 19.05.2021, 10:41
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Re: Help with FUST

The one underneath is pretty shocking - an eighty-year old lady was talked into spending over 6000 CHF on PC equipment - to play solitaire.

The photo shows a massive wrap-around gaming monitor!

Here
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