Complaints

• Initial Complaint

  10/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have made several attempts to get missing parts for an order that was placed months ago (in July). It is now October, and the company has failed to fulfill this request made several times. The cabinets are poor quality, I ordered Matte Black, does not come with the proper screws, sliders, and are missing cabinet drawers. The initial delivery was delayed and I had to pick it up myself, despite paying for the delivery as contractors were already scheduled. I had to cancel contractor a few times already because BOC delayed on delivery. This caused me extra fees from contractor due to cancellation. Despite numerous phone calls and reassurance it would arrive on time. My house still looks like a construction zone with unfinished cabinetry. The installed cabinets are poor in quality and not as described. Today, I am still missing parts that have yet to be delivered and due to this now have to pay another day rate for contractors to come back and finish the work. I filed a dispute with my credit card company and BOC offered a refund with return of items, but seriously? They are cabinets. Would BOC like to pay me $5k in contractors cost and additional to remove them? They only cost $2,800 but the inconvenience, headache, and lack of integrity from this company is appalling. They delivered damaged goods, delayed for weeks, with missing parts that have not been replaced. It's simple contract law, they did not fulfill their end in providing the product I purchased. With the missing parts and items, I have been reasonable in waiting for a replacements, but months later? BOC has been paid in full but continues to ignore requests to get final product. The cost for the delay and inconvenience could have been avoided if they delivered on time and guaranteed their service as a merchant. They promised delivery times and continue to state they will deliver missing parts at the cost of the customer. We are stuck with poor cabinets at the triple the install cost.

  

  Business response

  10/28/2022

  Business Response /* (1000, 5, 2022/10/14) */ First of all, the complainant is not our direct customer who made the original purchase. Her contractor placed the order for her. We tried to offer help to make the process smoother, but the delayed replacement was due to the chargeback the complainant filed against our company. The cabinet order was placed by the contractor on 6/17. The order was placed for one of our made-to-order products which have a production time of 12-15 business days with "Local Pick Up" as the shipping method, which means that the client will be responsible for picking up the order from our Warehouse. We received an angry phone call from our client's customer(the person who is filing this complaint) on 7/7 stating that she wants her items asap, she cannot get in contact with her contractor and was also requesting payment information which was not disclosed for liability issues. We contacted our customer (the contractor) who made the purchase, and he apologized for the inconvenience and stated that he would like to pick up the items once they are complete which was scheduled to be on 7/14. Our customer (the contractor) did not pick up the order on 7/14, and we received another phone call from the complainant on 7/15 stating that she was going to file a dispute for the "delivery" charges which must have been a charge between her and her contractor (our client) as there was not a shipping charge on the order and again, no information was disclosed due to liability reasons. We then contacted the contractor who gave us the approval to give the complainant full authority over the order as they were NO LONGER WORKING TOGETHER. We then contacted the complainant on 7/15 and sent her a payment link for the shipping fee which was not paid until 7/19. When discussing the shipping process with her and she expressed urgency as she scheduled contractors for a specific date. We provided the estimated transit time which is always provided to our customers as an estimate as unforeseen shipping delays is always a possibility as we have little to no control over the shipments once they are obtained by the shipping carrier. The shipment was scheduled as soon as the payment was received and shipped on 7/20. When the carrier contacted her to schedule the delivery, it was stated that they would not be able to make the delivery until after the time she had her contractors scheduled. In this situation, we always offer our clients the solution to pick up their order from the carrier's terminal directly, rent a Uhaul if needed, send us a photo of the receipt, and we will issue them a refund to cover the Uhaul fees as well as an inconvenience fee. The complainant disregarded the Uhaul option, picked up from the terminal on 7/23, and contacted us via email on 7/28 stating that she was missing items and some items were damaged. Before all replacement orders begin processing we must receive photos of the damages, and confirm the itemized list and shipping address via email to avoid any confusion. Finalizing the replacement list took longer than usual as the complainant was having difficulty identifying the specific missing pieces. The replacement list was finalized on 8/16, and we had the hardware shipped asap and the made-to-order items shipped separately once they were produced. We were contacted by the complainant on 9/6 stating that she had more missing made-to-order items and around the same time, the complainant filed a chargeback, and we even offered an option to return the merchandise to receive a full refund (We normally do not allow to refund made-to-order orders. We had to hold the replacement due to the chargeback and wait for her decision. She did not take that offer. Once the chargeback was rejected by the credit card company, we started the made-to-order items in no time and shipped them on 10/5. All of our products including the cabinet color/style that the contractor purchased list the cabinet specifications on our website and have clear photos of the items. And we also offer sample doors for all of our cabinets, so our customers know exactly what they will be receiving once they place their order. We understand that the complainant might be a victim of the misinformation she got from her contractor, but we should not be blamed for that. We strive to provide the highest level of customer service to our clients and try to resolve any issues in the most time-efficient way possible. Providing incorrect status updates, delivery dates, or any type of misinformation to our clients is unacceptable, and 100% inexcusable, and if this was the case we would be more than willing to accommodate the customer in any way that we can to make this a pleasurable purchasing experience, however, this was simply not the case.

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