The Action Starts.

A phone call and an email today. Exactly as promised.

The phone call was to get our decision about the sink; we have accepted the offer of a refund for us to source a sink elsewhere for their fitter to include in the remedial work. I was prepared to upgrade the sink to a better one from MFI, mirror polished instead of matt, and pay the difference - but MFI can only sell via pictures in a brochure. None of those pictures give any indication as to quality, cost or value - there are no prices next to the picture, hence ending up with this "cheap sink" (her words not mine) in the first place. MFI do not offer the facility for customers to select a good quality sink by the tried & tested old-fashioned method of comparing the physical goods & prices. And we do not want to risk making the same mistake again, so if MFI cannot show us the goods pre-sale then we will have to find a store that will.

The email came with a checklist of the work planned, so the next step for us is to check that everything we raised is covered for on that list. The spare parts are being sent to us, and of course we'll have to take delivery of the replacement units - once more the house will be a bombsite. In addition, we have to contact the worktop supplier and get a quote for the replacement worktop, as MFI have stated they will be paying for that so it needs to be ordered asap as it's availability will directly affect the refit date.

What we don't actually have is an Answer. You know, a formal response to our complaint that APOLOGISES. A letter that acknowledges our complaint and states what their intentions are. All we've actually got here is a set of facts & instructions.