Quick answer: Before committing to an independent kitchen showroom, ask these nine questions: who fits the kitchen, who surveys the space, what happens when measurements are wrong, and whether you can speak to a real former customer. The answers, and any hesitation before giving them – reveal the difference between a well-run independent and one relying on a pleasant showroom to carry the sale.

Choosing an independent kitchen company over a national chain is usually a deliberate decision. You are expecting design continuity, a fitter who knows the product, and a company that still picks up the phone three years after installation. Those are reasonable expectations, but “independent” does not guarantee any of them. Some independents are genuinely excellent; others are small operations with a polished showroom and very little behind it. The difference rarely shows on a first visit. These nine questions apply the same test to every company. The answers matter, and so does the hesitation before giving them.

1. who actually fits your kitchen, employed fitters or sub-contractors?

The right answer names specific fitters and states how long they have worked together. Sub-contracting is not automatically a problem, but an employed fitter who has completed dozens of installations alongside the same designer has genuine stake in the outcome that a one-job sub-contractor does not. The KBSA recommends asking about installer continuity as part of any initial showroom assessment. A long pause before the answer is itself useful information.

2. who carries out the site survey, and when does it happen?

Ask whether a designer or technician visits the site in person before manufacture – and whether they specifically check walls for plumb, confirm ceiling heights at multiple points, and locate all service positions. A tape-measure visit to confirm the room dimensions is not a site survey. Most installation problems are planning problems. The site survey is where they are caught – or where they are not.

3. what happens if the measurements turn out to be wrong?

This question tests accountability. A clear answer – “if the error is on our side, we reorder at no cost to you” – shows the company has thought about it, which usually means they have built a process around preventing it. Vagueness (“it depends on the circumstances”) typically signals that the risk sits with you. The confidence of the answer is as informative as the words themselves.

4. what does the warranty cover, on cabinets, installation, and appliances?

There are typically three separate warranties: manufacturer (cabinet structure – German brands such as Schüller offer five-year structural warranties as standard, with some ranges covered for up to 25 years), installation (the retailer’s responsibility), and appliance (from the appliance brand). A good answer explains all three and names who to contact for each. “Everything is covered” with no specifics is not a warranty structure. Understand what is covered, in writing, before you sign.

5. can I see a kitchen you fitted five or more years ago?

Five years of daily use tells you more than any showroom display. Are the hinges still adjusted properly? Has the finish held up around the hob? Is the owner still satisfied? A company confident in its long-term quality will facilitate a visit without hesitation – often with genuine enthusiasm. If the best they can offer is photographs from install day, that is worth factoring into your decision.

6. is it the same person designing your kitchen and managing the installation?

Design continuity is one of the core reasons to use an independent over a chain, but only if it actually exists in practice. Ask whether your designer stays involved from first meeting through to final sign-off, or whether the project is handed to an installation team part-way through. “You will be passed to our installation coordinator” sounds organised. What it often means is that the person who understood your brief is no longer accountable when the cabinets arrive.

7. what does your snagging process look like?

Snagging is a normal part of every installation – a hinge to tune, a plinth to level, a reveal to adjust. What separates companies is how formally they manage it. A good answer: a walkthrough with you, a written snagging list, a named contact, and a clear resolution timeframe. “We deal with things as they come up” is not a process. Ask whether snagging sign-off is documented before final payment is due.

8. what brands do you stock, and why those ones specifically?

A designer who genuinely knows their range will explain in plain terms why they chose those manufacturers – what each one does well, where it is less suited, and what distinguishes one from another. “We work with the best brands” without further texture suggests the selection may not be especially design-led. At Suga Küchen, we stock Schüller, Keller Kitchens, and next125 – three distinct positions within German kitchen manufacturing, each chosen for reasons we can explain clearly. For more on how independents compare with chains and bespoke makers, see our guide to kitchen chain, independent showroom or bespoke maker, which is right for your home?

9. can I speak to a recent customer?

Online reviews on Trustpilot or Google are a useful starting point. A real conversation with a previous customer, where you can ask about process, not just outcome – is far more useful. A well-run company will make the introduction without hesitation. Redirecting you to “check our reviews online” is a deflection. The question you are really asking: are they still in contact with their customers after the project ends? The answer tells you as much about aftercare as anything else.

” What I find most revealing is how a showroom responds to the measurement question. A company that has built a proper process will describe their survey in specific terms – how they check for walls out of plumb, how they handle a ceiling that drops near a steel beam, how they cross-reference the design against the site before anything is ordered. The ones who struggle to answer it usually do not have a formal survey process at all. That single question has probably prevented more expensive installation problems than any amount of examining door samples in a showroom.” – Cassandra Wilkingson-Leonard, Senior Designer, Suga Küchen

common mistakes to avoid

• Relying entirely on online reviews. Reviews tell you about outcomes; these questions reveal process and accountability before anything goes wrong.
• Assuming “independent” automatically means better quality. Vet every company against the same questions, regardless of how the showroom presents.
• Signing before seeing real work. Ask to visit a kitchen fitted two or more years ago – brochure photography is not the same thing.
• Not asking about snagging. It is a normal part of every installation. Surprise or vagueness at being asked is itself a signal.
• Overlooking the project-management handoff. Design continuity is the main advantage of an independent. Confirm it exists in practice, not just in principle.
• Accepting verbal warranty reassurances. A structured warranty in writing, with named contacts for each element, is the reasonable minimum before you commit.

frequently asked questions

What questions reveal a bad kitchen company?
Vagueness about who fits the kitchen, hesitation on measurement accountability, and an inability to offer a real customer reference are the clearest signs. A company without a formal snagging process or a clear warranty structure – and that treats your questions as unusual – has not built the systems that a purchase of this scale requires. Good companies expect these questions and answer them specifically.

Should I ask for references from a kitchen showroom?
Yes, and ask for a customer whose project was similar to yours in scale and type. A recent completion alongside one from three to five years ago gives a useful picture of both installation quality and aftercare behaviour. A well-run business stays in contact with former customers and will make the introduction without hesitation. If the answer is “check our reviews,” push back and ask directly.

How do I know if a kitchen designer is qualified?
Ask whether the company holds KBSA membership or equivalent. More usefully, ask how long this specific designer has been working in kitchens – experience generally matters more than accreditation at this level. Ask to see examples of their own designs rather than the showroom portfolio, so you can assess individual judgement and problem-solving rather than the brand’s broader range.

What is a normal warranty for an independent kitchen?
For a German-manufactured kitchen, expect a structural cabinet warranty of at least five years from the manufacturer – some ranges carry 10 to 25 years. Installation is warranted separately by the retailer, typically for one to two years. Appliances carry their own manufacturer warranties. These are separate documents with separate contacts. Understand all three before you sign, not after something goes wrong.

Should I worry if a kitchen showroom uses sub-contracted fitters?
Not automatically, but ask how long that arrangement has been in place, how many kitchens they have completed together, and whether the same individuals would work on your project. A long-standing relationship with experienced, named fitters can work well. A model where whoever is available is sent carries more risk. See also our comparison of what you actually get for the price difference between chains and independent showrooms.

Wherever you are in your kitchen plans, a short conversation with one of our designers can save weeks of second-guessing. Chat with a designer – no pressure, no sales pitch, just practical guidance grounded in real installation experience.

Written by Cassandra Wilkinson-Leonard, Senior Designer, Suga Küchen. Last updated 29 May 2026.