ComplaintsforCloset Factory

• Initial Complaint

  08/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  ********** Closets Installed 3 Closet Units at my home. Their countertops were installed not flush to the drawer faces leaving the counters smaller than the width of the drawers. Their approved shop drawings did not illustrate that the counters will be smaller than the widths of the drawers. Also their drawer faces were not grained matched per ****************** Section ****. To resolve this issue we will consider just replacing the Plastic Laminate Countertops so they line up with the drawer faces and if that is done with a more desired color of my choosing.

  Business response

  09/14/2022

  Customer submitted a complaint to ********************, which we received via **** mail on August 26, 2022.  The letter was dated Saturday, August 20.
  ID# ********
  
  We have had extensive communication with this customer prior to receiving this notice, and we have tried in good faith to reach resolution. Everything in our response below (and in even more detail) has already been communicated directly to the customer, prior to his complaint submission.    
  
  The customer believes that the countertops should be the width of the drawers.  In order for that to happen in his design, the countertop would need to be notched around the vertical panels creating very small end pieces that would be weak and susceptible to damage. This would not stand up to our lifetime warranty, and we do not standardly manufacture them this way in designs like his.  While it technically can be made that way, it would not be under warranty.  The customer sent his contractor on his behalf to the final walk-through of the installation, which was conducted in great detail with our installers, and his contractor signed off on the final installation as complete with no issues.  
  
  Despite that, when the customer expressed his dissatisfaction, we offered to him to remake and install the countertops for him with the notching he wants in the original color selected at no charge.  The only caveat is that the countertops would not be under our lifetime warranty due to the issues with the integrity of the construction we explained above.  If he wants to change color to a different color than what was in his original contract, we could do all 3 countertops, also with the notching but no warranty, for $299 total.  The reason for the charge is that we would have to reorder an entire sheet of new material and use only a little of it, whereas we have enough material remaining in the original color (which he approved in the original contract/design plan scope).  Please note that the full cost we would normally charge for these 3 new countertops would be $800+ depending on the color selected.    We feel that this is a very fair offer overall, as this customer would only be paying for the new color selection if he chooses to move forward with it, which again, is a design change from the original contract and design plan which he signed.  
  
  This customer also expressed that the drawer faces were not grain matched per ****************** Section 10.5.  This is not an organization we are affilitated with.  We do not have the capabiity to grain match 5-piece doors.  We grain match consistent with other major closet companies in our area, and since our Head of Operations worked at the largest company for 14 years prior to joining us, we know this from firsthand experience as well.  (We can grain match slab or RTF doors, but not 5-piece).  The customer did specifically request during the design phase that all 5-pieces of the doors be vertical grain (which is not our standard for 5-piece doors), and we did deliver that per his signed contract/design plan.  The customer continues to insist that we can "nest" door faces with grain matching -- but we simply do not have that capability for 5-piece doors, despite him believing that we do.  And we have never had this expectation from any prior customer.  We do have a picture of the drawer faces installed, and can attest that they look beautiful and absolutely to our high quality standard.   
  

  Customer response

  09/15/2022

  
  Better Business Bureau:
  
  I will accept $299 charge for new material as long as the new countertops line up with the drawer faces. The new P-*** will be Formica Basalt Slate 3960-34. Thank you. 
  
   
  

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