Tulp Keukens - help!

Hi

Apologies for writing this in English - can read dutch but written more difficult.

I ordered a kitchen from Tulp Keukens in Amsterdam. The whole process was verging on disaster with incorrect measurements, incorrect plans, delays etc. Would have given up but had ordered from them before a few years ago (Tulp Keukens in Amersfoort) which had been a success.

Eventually contract finalised and I was a given a delivery date of August. Planned to head on holiday shortly thereafter. They then delayed delivery andI have had to change all holiday plans (at cost). Due to all the problems with the actual ordering process, communicated via email to the company that I was only prepared to pay 75% of the amount upfront and the balance once installed. I have no confidence whatsoever that it will go smoothly. Then I received notification yesterday that I have to pay additional delivery costs for parking and a lift. This was never communicated in the entire ordering process nor in the original contract. I have also repeatedly asked for the date on which the actual monteur is planned in for to actually install the kitchen. No answer to that either. This is so frustrating as I have a fulltime job and cannot spontaneously leave the office. Emails requesting clarity are not being answered.

My questions are:

1) On what grounds can Tulp think they can retrospectively charge meadditional costs ie: delivery?

2) Can I bill them for my holiday change costs ?

3) I have paid them just over 80% of the money - why am I made out to be unreasonable that the balance is only paid once the correct items are actually delivered ?

My overall frustration is that their departments seem to be disconnected and I am left to try find out who to speak to. In addition, do not trust any verbal communication any longer.

Can someone please give me some ideas on their experiences ?