Business ProfileforNieu Cabinet Doors

I REALLY wish I didn't have to leave this review, but I'd like to help others from making the same mistake I did by using Nieu Cabinet Doors.

We've been wanting to refinish our kitchen cabinets for a few years, and we weren't sure about DIY or hiring it out, but after seeing a recommendation for Nieu Cabinet Doors on ********* from a DIY influencer, I thought we found our solution. I signed up for their 10 minute chat with an expert to answer a few questions. I spoke with them and they were incredibly helpful and made the process seem very approachable and well within my skillset. To see how we liked this process, we started with a smaller order, 2 doors, 2 drawer fronts, 2 drawer boxes + hardware.

Timeline of my experience:

7/15/21:
I place my order. Simple, easy, transparent process.

7/16/21:
Order confirmed. I signed off on the details and was told they were sending things off to production. At this point, the estimation was "8 weeks + a few days for shipping" -- sounds great!

9/10/21:
[8 weeks since order was confirmed]
I receive an update indicating that there are delays due to COVID that might last a "few weeks". No problem. COVID has made things difficult all around. Totally understand.

10/5/21:
[11 weeks since order was confirmed, 3 weeks since last update]
I reach out to ask if there are any rough estimates for an update on the delay, asking if they could give a better idea of what a "few weeks" means so we can plan accordingly.

10/8/21:
[12 weeks since order was confirmed]
I'm told my drawer boxes have been made and fronts are in the queue for painting. Update coming mid-next week on shipping.

[mid-next week comes and goes - no updates]

10/29/21:
[15 weeks since order was confirmed, 3 weeks since I was told I've receive an update]
I reach out asking for an update from 10/8/21's update.

[no response to my previous inquiry]

11/8/21:
[16 weeks since order was confirmed, 4 weeks since I last received an update]
I reach out to their support email asking for help and updates on my order as I haven't received a response from my primary contact. Again, I totally understand that COVID has been an issue, but communication is lacking and that's not acceptable, especially when you're making an investment like this.

11/8/21:
[16 weeks since order was confirmed]
I receive a reply that my order should be able to be shipped later this week. Just needs to be inspected & packaged. "Keep an eye out for a tracking email from *****"

11/22/21:
[18 weeks since order was confirmed]
I check in for an update.

11/23/21:
[18 weeks since order was confirmed]
I receive a response "Your order has shipped. ***** tracking shows it should delivery tomorrow." with a ***** tracking number.


12/1/21:
[19 weeks since order was confirmed]
FINALLY, I receive 1 of 2 packages containing my cabinet/drawer fronts.


12/6/21:
[20 weeks + 3 days, since order was confirmed]
I receive my drawer boxes and hardware.


I have not received any sort of acknowledgement of this awful experience. I don't think they have customer service (at least they clearly don't value good CS), and they don't seem to want repeat customers. If you can't fulfill the orders, maybe stop taking orders, or better yet, hire someone to give order updates. No update is an update. COVID has caused all sorts of delays, but don't say you'll give updates and then just leave your customers in the dark. I REALLY wanted to like this experience and use Nieu Cabinets for our entire kitchen, but unfortunately, we'll be looking elsewhere.

It took 20 weeks for our small order of 2 doors, 2 drawer fronts, and 2 drawer boxes + hardware, imagine how long it would take for a full kitchen.

Torye, we apologize sincerely for the frustration you experienced surrounding your order. The COVID-19 pandemic has proven challenging with raw material and staffing shortages, and delayed manufacturing industry wide. Though we apologize that the order was delayed beyond the expected lead time, our team communicated updates as quickly as they were available to us from our production partners. If the order status was still in progress, unfortunately our customer service team would not have been able to provide you with additional updates until the order enters the next step of the production process. Our team lead has reached out to you to discuss your experience and offer resolutions as of the time of writing this reply. We have continued to seek improvements and efficiency with production, and are proud that our lead time as of January 1, 2022 is at 7 weeks. Nieu prides itself on quality of products and service, and we apologize that your experience was not to the level we strive to offer. Please don't hesitate to reach out to our teams for assistance placing your full order and we will be sure to make it right.