Complaints

• Initial Complaint

  18/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A transaction for kitchen cabinets were made on Sept ****, 2024, where the business would supply cabinets, not including installation. A delivery date of December **** was provided shortly after the transaction. On December 13th, we, the customer, called the business to confirm the delivery date. The customer ************************ stated the purpose of the call was to gauge an appropriate time to demo the kitchen. The business confirmed Dec **** as the delivery date. Based on this information, the customer completely disassembled the **********************. On December ****, the business called to state the delivery date was inaccurate, and proposed a delivery date of Jan 7th. The dispute is as follows:Now, we have no kitchen for an extended * weeks, crossing over the holiday season. This time does not account for the rescheduling of cabinet installation labourers. Additionally, these delays have forced the customer to install temporary solutions, all at the cost of the customer. From a personal damages front, this situation has impacted the entire family's holiday plans. These concerns have been stated to the business. We have asked for them to resolve the situation by providing installation services when delivery arrives, to circumvent the added delay of rescheduling said labourers. They have expressed an inability to provide this service, but more importantly, have made zero attempt to resolve this situation in a meaningful way. In our opinion, this situation demonstrates a lack of due diligence from the business. A company that hinges on successful deliveries of high risk items for consumers have a reasonable responsibility to provide accurate delivery information. While they believe this fault belongs with the shipping company, we argue that their short term communication did not accurately assess or convey risk to the customer, which is negligent. We made decisions based on communication from the business, that will now have a significant financial impact on our household.

  

  Business response

  19/12/2024

  Hello *****.
  
  Thank you for reaching out and allowing us to address your concerns. We deeply apologize for the inconvenience and frustration this situation has caused.Providing premium products and a positive customer experience is our priority,and we are disheartened to hear that this was not the case for you.
  To clarify,customers may choose between two production timelines: * weeks in Calgary or ***** weeks via our Vietnam facility. The Vietnam option offers significant cost savings with the same high-quality standards. Your order was placed with the Vietnam production timeline, and international shipments sometimes face delays beyond our control, such as customs or freight disruptions. Regarding communication, the delay notice for your container was received late Friday after our offices closed and relayed to you Monday morning once we reopened. We sincerely apologize for the inconvenience caused by this delay in communication. While we strive for timely updates, unforeseen logistical challenges can arise.
  
  You mentioned difficulties finding an installer for the updated delivery date. As your contract is for supply only, installation services were not included. While we cannot provide free installation, we can connect you with a trusted contractor to assist. To minimize further delays, weve prioritized your order and will expedite it upon arrival in Calgary.
  
  We understand that this may not be the answer you were hoping to hear, but hope that it provided the clarify you were looking for. Should you have any other questions or concerns, please know that you can reach out to us at any time. 

  Customer response

  20/12/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  They have made zero effort to make amends for the misinformation given to us which led us to demolish our kitchen prior to the Christmas holidays. We have never questioned the issues with shipping because when we spoke with zen they informed us it was a good time to start the process of demolition, as delivery was 2 business days out. They have never tried to make amends.  Shipping our product when it arrives is not ammends.

  Communication is at an impasse with zen as all responses have been virtually identical, there has been no real dialog on their part

  Sincerely,
  
  ***** ******

  

  Business response

  06/01/2025

  Thank you for sharing your concerns. We deeply regret the challenges youve faced during this process, especially given the timing during the holiday season. Please know that your feedback is important to us, and we truly apologize for the disruption this has caused.
  We understand your frustration regarding the unexpected delay, and we sincerely regret that any communication about the updated delivery timeline did not align with your expectations. While we strive to provide accurate timelines and proactive updates, the complexities of construction projects and international logistics can sometimes result in unforeseen challenges.
  Regarding your concern about the guidance to proceed with demolition: our team provides delivery timelines based on the most current information available at the time. Unfortunately, when external delays occursuch as customs or freight issuesthese factors can impact delivery schedules beyond our control. We understand the inconvenience this caused and are truly sorry for the impact it had on your project.
  As a supply-only order, we do not include installation services as part of our agreements, and while we cannot offer complimentary installation, we remain committed to helping you move forward. We would be happy to recommend a trusted contractor from our network to assist in completing your installation.
  To further support you, we have prioritized your order to ensure it is processed and delivered as soon as it arrives in Calgary.Our goal is to minimize any additional delays and assist in getting your project back on track.
  We understand this experience has not met your expectations, and we share in your disappointment. While we may not be able to offer the resolution you are seeking, we are here to assist in any way we can to help you complete your project. Please do not hesitate to reach out if there is anything further we can do to support you.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩