Ever dreamed of a newly fitted kitchen or bathroom, then bought one, only for it to turn into a nightmare? This book tells the real story of what it's like to work behind the scenes of a home-improvement company. The mismanagement and incompetence, the failings, and the politics, as well as the customers that the consumer programs chose to ignore, recited as a human story by a man who, for nearly thirty years, was left to sort it all out.