Complaints

• Initial Complaint

  12/05/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought a kitchens worth of cabinets on July 12 2022, sales order **********. I signed off on the design, received them and realized that there was a mistake in the design compared to my measurements. I spoke to Megan- the manager and found out there would be a restocking fee due to needing to ship them back to the warehouse. I asked if I could ship them back with my business account instead of paying the restocking fee. She gave me the address and I paid for insurance with *** for both cabinets. They make it to the warehouse and I get a photo of the corner of one of the boxes broken and a note that they will not refund me $800 due to the product being damaged. I wasn’t concerned since I have insurance with ***. *** asks for photos of the product to prove its damaged and here is where it all goes wrong… The warehouse will not send photos of the damaged product, only of the outer box. Megan mentions she will have her boss call me and he doesn’t. Megan mentions she will have the emails she sent to the warehouse sent to me and she doesn’t. It’s been two month of back and forth at this point. I speak to Megan and we come to the realization that without refunding me, I still own the cabinet so I ask to ship it back to the store or to me to which I find out that they threw away my $800 cabinet!!!! *** will not refund me, Megan apologizes for the inconvenience and I’m here with a loss of $800 for the cabinet and $120 for shipping with *** that would have been refunded if I only had photo proof of the damaged cabinet. It felt like Megan resigned from helping after two months of not having anything happen. Not being attentive to a customer that is taking an $800 loss is not acceptable and far from a minor inconvenience. The cabinet returned was cabinet SKU ******* on page 2 of the invoice. I shipped back the cabinet with *** tracking: ******************

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I began my relationship with this company on 11/11/2021 when I finalized my kitchen cabinet order with Meg in the ******** store. I am still involved with this company trying to get the cabinets installed correctly and to get substandard issues fixed. The cabinets were installed around the last week of November, but one drawer was broken. A gentleman named Jamie came by and we discussed some of the problems he said that we could work it out once the workmen had come back to install the broken drawer front. November, December, January, February, middle of March and the broken drawer was delivered. I called the ******** store several times and was told that the workmen would be calling me. No such call. April, May, and the week of June 13th I get a call and he set up an appointment for the next week. The workman attached the drawer and we discovered that the drawer was bowed outward and didn’t align fully with the drawer below it. The workman told me that this was about as good as it was going to get. He told me to call Customer Care. After submitting several pictures Mason P. including a picture of a cabinet door that had fallen off he told me that the cabinet door that had fallen off had an expired warranty. I asked who I could discuss the warranty issue with and he said he could not give me a name, and I would have to order a new cabinet door for over $400. A kitchen cabinet that does not last more than 6 months? I have the warranty and it states the cabinets are warranted for as long as I have them.

  Business response

  07/28/2022

  Good Evening,

  I see that Mason reached out to give you shipping updates on the replacements needed on 7/16. We apologize for any shipping delays we may be experiencing. I wasn't informed here at the store, that there needed to be a second service call. I can have that submitted that to our install department if you can confirm that you have received the package (tracking attached). They will schedule with you directly to reattach the doors and replace some of the hardware causing the issues. Our customer care department takes care of claims and replacements. Please reach out to the store directly as far as installation needs.

  Thank you,
  

   

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