ComplaintsforMerit Kitchens

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -Kitchen cabinets and countertops ordered Dec 22, 2022 ($13,696.99 paid, $3150 previously paid). Later that day after placing the deposit, Merit Kitchens' installer came to the house again to check measurements. ***** changed the measurements to the cabinets around the fridge.-On Dec 30, 2022 my wife and I returned to Merit Kitchens and signed the revised drawing which changed three cabinets dimensions. The Merit Salesman marked the drawing 'initials', I signed the drawing, ***** scanned it and gave me a copy. Merit Kitchens built the cabinets to the Dec 30, 2022 drawing.-Feb 13, 2022 the remaining balance $13,696.99 was paid. The complete order was fully paid before Merit Kitchens made delivery of any items.-Merit Kitchens made several errors: did not centre the cabinets around the existing kitchen window; the design drawing incorrectly located the hinges to the corner base cabinet to the right of the stove and the door could not be properly opened; the cabinets were not installed per the revised drawing, even though the cabinets were built to the revised drawing and the installer had the correct drawing at our house. Also Merit Kitchens delivered someone else's fridge panels to our house and did not pick it up until we pursued this. The countertop backsplash was not milled to 3/4" thick and the incorrect pieces were installed. More rework, more delays.-After becoming exhausted dealing with Merit Kitchens on these issues I agreed to the President's partial offer of compensation as he did not agree to pay the token $1500 I said was the minimum I would accept in lieu of having Merit Kitchens correct their installation mistake for the stove opening per the final drawing.-It's unacceptable that Merit Kitchens accused me of fabricating a story of the final drawing that they claim not to have. I want an apology each from ********************** and *****; plus a copy of their Corrective Action Report (CAR) showing how they plan to prevent this from happening in future.

  

  Business response

  10/07/2023

  Thank you for your patience. 
  
  This order went through a few changes. All was completed and settled. See below email between the clients and Merit head office. 
  
  Substantial completion reports attached for:
  April 11, 2023, and 
  March 24, 2023.  
  
  After some back and forth between the parties, they came to the agreement of $1,000.00 paid to the client upon completion. This money was paid to ******************* 
  
  Please advise of next steps.
  Thank you. 
  
  
  Kind ************************************************ Team

  Customer response

  10/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: Merit Kitchens response completely ignores the complaint which is to accept responsibility for revising the kitchen layout drawing, getting me to sign the drawing Dec 30, 2022 accepting the changes, then building the cabinets to the drawing, then providing the Dec 30th drawing to the installer who then failed to follow the spacing per the drawing.  Merit Kitchens continues to deny their final drawing and yet it is the only drawing which has the correct dimensions for the cabinets which have been installed.  If the Dec 30th drawing does not exist then how come ************************* writing and my signature are on the final drawing, the installer left his copy of the drawing at my house and the cabinet dimensions only match this drawing and not the previous version which Merit Kitchens is saying is the correct drawing?  There is no mystery here.  A tape measure easily confirms the correct final drawing.  Merit Kitchens continues to ignore the facts and is following the same pattern of trying to shift the focus away from addressing the mistakes they made on project, rather than do the right thing, which at this point would only amount to a written apology from each person from Merit Kitchens involved: *********************, ******************************* and ***************************, for their ************ ** ** *** ** **** **** **** ***** *******, acknowledging having the correct final drawing and issuing it to the installer, along with a copy of Merit Kitchens Corrective Action Report outlining what they will do differently in future to prevent their mishandling of a customer's documents and quality control steps to catch their installation mistakes in a timely manner that allows for the right corrections to be made.
  
  Sincerely,
  
  ***************************

  

  Business response

  21/07/2023

  He agreed to the resolution that he himself, and the president, worked through. His deficiencies were taken care of, and the $1,000.00 was given to him.  And he accepted the monies. 
  
  We are unclear what is left to be evidenced or provided at this point.  Please advise. 
  
  Thank you. 
  

  
  

  Customer response

  23/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: Merit Kitchens has not provided a written apology from each person from Merit Kitchens involved: *********************, ******************************* and ***************************, for their mistreatment to me and my wife over the final drawing, acknowledging having the correct final drawing and issuing it to the installer, acknowledging they failed to find their installation mistakes by not installing the cabinets to the dimensions of the signed Dec 30th final drawing and providing to me a copy of Merit Kitchens Corrective Action Report outlining what they will do differently in future to prevent their mishandling of a customer's documents and quality control steps to catch their installation mistakes in a timely manner that allows for the right corrections to be made.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased kitchen and installation including countertops. March 2020 paid down payment 50%. Balance was paid prior to delivery & install, company does not allow holdback, as they have been in business for 50 years and stand behind the product, install and service. Quality is sub par, not what you see in the showroom, install was horrible, addressing complaints was a huge run a round. Not sure how they have an A+ rating with ***, should be more like an E, in all aspects.

  

  Business response

  30/11/2021

  The client ordered a ********** ******* and was upset with the standard comparable matching laminates, and requested a closer match. 

  We worked with them on a solution which was mutually agreed to, and replaced with a closer painted match that they found more suitable to what they wanted, at no additional charge to the client. 

  We also offered the client compensation for the issue, which they accepted, and used the compensation to purchase more of our product on July 2, 2021.

  In the end, the client was left with a fully finished, functioning, beautiful quality kitchen, and a more expensive product than originally purchased or ever charged. 

  We are proud of our company history, and delivering quality for 50 years. We stand behind our products, and staff and service. Should there ever be a deficiency, we handle it with the utmost care and respect to our valued clients. 

  Thank you for the opportunity to respond. 

  Sincerely, 

  Merit Kitchens.

   

   

  Customer response

  10/12/2021

  
  Complaint: ********
  
  I am rejecting this response because:

   

  I have read the reply from Merit and am left with the same feeling.  I am not sure why they feel that ********* ********** ******** ********** are acceptable -  The colour match was completely off, and visible to the naked eye.  When the Rep - Jodie came to the house she agreed that the colour match was not acceptable. The installers that did the new trim even agreed that this was not a good match.  I am not sure why the  original installer would even have installed it.

  The ******* ************* was with regards to the mis-design and install of the fridge cabinet.  The cabinet edge did not match on both sides.  This was clearly acknowledged by the designer - Jodie that this was an error on the design part.  Again, not sure why the installer would have even installed it.  The cabinet was adjusted, however the interior panels on the fridge section still have different finishes on either side - hence the small ******* ************* was accepted.

  Yes, my kitchen is fully functional, finished, kitchen.  The quality begs to differ - certainly not superior - just nice looking.  I am not sure what they are referring to on "more expensive product" than originally purchased.  Absolutely not true.  I purchased a kitchen that would have trim to match the cabinets, cabinets that would line up, doors that were right fits, and on an on.

  Merit, has provided a cheap, crappy product, with crappy installation services, crappy customer service. I may have a kitchen - but I would not call it quality.  I will not be doing business with Merit in the future and I will ***** *** *******" and ***** **** **** *** ********.  I am sure the power of social media will show the true colours of Merit.  Pictures of the quality, installation, and mostly the poor customer service will truly speak for itself.

  I feel that the small compensation they did provide is whole inadequate and insufficient, and that the positive rating on *** should be significantly downgraded.  I want the public to know that when a Rep - says no hold back is necessary as we have been in business for 50 Years - Don't be fooled - Hold back your hard earned money until the company delivers and installs the product that they sold you.

  I look forward to a resolution to this ongoing issue prior to the end of 2021.  

   

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

  

  Business response

  15/12/2021

  Hi ****, 

  Thank you for allowing us the chance to respond further. 

  As an industry standard, the matching between a foil door and laminate is never exact. It is always **** **** ***** ********** In this limitation we offered her the best match to her doors, which she accepted, and which cost us more to manufacture. In addition, we also offered a monetary compensation which she also accepted, and she did use the money for a further purchase from us. We strongly disagree with her claims and statements.

  However, in Merit's values in customer satisfaction, and Merit's strive to deliver not only a quality product but as well a quality experience, our Director of Sales will reach out to her personally, to ascertain what the client expects us to do, or what she is expecting from us at this point. From her *** complaints, it is unclear what she is requesting as a resolution prior to the end of 2021.

  To say this complaint is disheartening would be an understatement. 

  Sincerely,

  Frank S*******, Merit Kitchens. 

   

  Customer response

  20/12/2021

  Thank you for the reply.
  I look forward to connecting with the customer service at Merit.
  I did notify Sarah at Langley location that some of the upper cabinets are starting to sag. The one section to right of the stove nearly a 1/4in.
  Just another quality issue.
  Not a good sign for a kitchen that is 7 months old.
  I anxiously await the call with Merit at the earliest.
  ******* **********

  

  Business response

  06/01/2022

  Hi ***** 

  Thank you for allowing us to respond further.

  Our director of sales, Peter K** (****), reached out to ******* personally, right before the Christmas holidays began. He let her know that given the timing, we would not be able to schedule anyone out until the new year as everyone is either booked fully until the new year or gone for their holidays. We have a factory closure every year between Christmas and new years.

  He also followed up with her in writing this week, upon his return to work, as to the details of their call and scheduling someone to meet her at her home.

  Please see below for the private and confidential email that Peter sent to *******. Also attached is the signed documents by *******, acknowledging the industry standards of the products, prior to purchasing.  

  At this time, we only ask for time, to allow us to conduct proper due diligence to ensure her issue(s) are fully attended to. We want her to be happy, and we replace or repair anything that is clearly not within her or our control. 

  Please let me know of this acceptable at your end. No excuses, but with Covid, delivery issues everywhere, snowed in staff personnel we are running at way below normal circumstances, while still trying our best to ensure the Merit service is realized by all our clients.

  Regards.

  Frank S*******.

   

  _______

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  Customer response

  14/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  My email of January  12, 2022 outlines the reply to Merit.

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

  

  Business response

  24/01/2022

  Hello ****,
  
  We are working with the customer to meet in person and inspect the cabinet in question, as well discuss remedies for this issue. As of today, with communication between Merit and *** **********, we are planning February 9th meeting date at the customer's home.
  
  Thank you.
  
  Frank S*******
  

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