Kitchen nightmares: 'I cook with an air fryer in the living room after my dream competition win went wrong'
By Megan Harwood-Baynes, cost of living specialist
It was the dream Facebook notification.
In January 2021, Lorna Lyons was tagged in a post telling her she had won a £10,000 kitchen from The Range.
With appliance and fittings included, the mum of three was excited to replace "the heart of the family home" after entering the giveaway.
But three years on, their kitchen is condemned and the family cook their meals in an air fryer in the living room.
What went wrong?
Issues arose from the very beginning, Ms Lyons says.
First, she says, the designer tried to pressure her into accepting a white kitchen - something completely unpractical for the cooking fan in a household of three boys.
"I told her I don't want to spend all day up to my armpits in bleach cleaning the kitchen," Ms Lyons, 43, told Sky News. Eventually, The Range Kitchens (at the time branded as Jonas & James) agreed to design her a navy blue kitchen.
Then, she says, the designer measured wrong, with the wrong items being sent out - they were promised a dishwasher which didn't fit. When installing the kitchen in May 2022 (delayed due to the pandemic), she says the fitter damaged several drawers and doors, but while replacements were ordered, they never materialised.
Within a year, their brand-new hob had cracked, but after their pleas to The Range went unanswered they decided to order a new one themselves. But when it arrived, a different kitchen fitter refused to install it, telling them everything in the kitchen had been wired wrong and all the electrics were unsafe.
Instead of each appliance being housed within its own junction box, they were all taped together in one bundle.
I reached out to James Watkins, who posts on Instagram as Jimbo the Electrician, to see exactly what risks this could pose (he had no involvement in the installation - but gave me his expert opinion).
He told me: "So looking at the photo there are a few issues that I can see: Single insulated cables on show (Code 2 - potentially dangerous). No adequate enclosure with tape being used and terminals accessible without the use of a tool (Code 2). Overall workmanship very poor."
This, he said, could potentially lead to an electric shock.
Correspondence shared with Sky News shows Ms Lyons has repeatedly contacted The Range about the issues with her kitchen, but no solution has been forthcoming.
"I am struggling mentally and emotionally, I am just drained. I feel as if I am getting nowhere," the NHS call handler said.
Sky News contacted the Range about the issue.
A spokesperson said: "We're sorry to hear that Ms Lyons is having an issue with her kitchen which was installed in good faith using an independent installer in 2022.
"This issue has only just been bought to our attention and we plan to investigate the matter fully."
But Ms Lyons says she has not heard from the company in more than two weeks.
What rights do competition winners have?
Generally speaking, if a contract is involved, the Consumer Rights Act 2015 gives people certain statutory rights when goods are supplied to them by a business.
But, whether there is a contract will depend on the circ*mstances. If something is completely free, and the consumer doesn't have to give or do anything in return, then the Consumer Rights Act 2015 may not apply.
But if it does, under the Consumer Rights Act 2015 goods should be of satisfactory quality, fit for purpose and match their description. If a business also agrees to install the goods it is supplying or agrees to arrange for them to be installed as part of the contract, then it must ensure that the goods are installed correctly.
Where consumers' statutory rights are breached, someone may have a legal right to a solution under consumer law, such as a right to a repair or replacement. Depending on the circ*mstances, someone might be able to bring a claim under the general law for damage caused to their property (even if there isn't a contract), but they should seek independent legal advice before doing so.
Anyone who experiences an issues with the prize from an advert should speak to Citizen's Advice for further help.
