ComplaintsforExpress Kitchens

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order of cabinets order number ******** on 03/18/2024 and they were delivered on 04/01/2024. Upon instillation I noticed the measurements of 2 cabinets were incorrect as well as the cabinets not being put together (paid for assembly). I returned the cabinets within 48 hours and was told I would receive them completed in two business days. I am paying contractors for the job in my kitchen and I still do not have my cabinets as of 04/08. They lied and said I refused delivery now they are saying a part is missing. I am beyond frustrated and getting the run around in regard to the cabinets I paid for.

  

  Business response

  04/23/2024

  This job has been completed.  We delivered Mr. ************ cabinets per schedule on 04/01.  We always deliver the Corner Sink Base cabinet unassembled.  Because of the cabinet's size, it almost never fits through a door and into the house.  Mr. ********** refused the unassembled cabinet at delivery.  We took the cabinet back, assembled it, and redelivered it.  The cabinet did not fit through the door.  Express Kitchens left the cabinet with Mr. ********** as he requested.

   

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The following email send on Tuesday, September 5th, 2023, however there is no response. Hi: Please review the attached pictures of the IL top left side drawer which is pointed to the arrow in the picture. Please make replacement arrangements ASAP. The number is **** ********* * ********48 Base Cabinet. It's not even one year and the drawer is bent, which seems like inferior quality material used. Thanks, ****** * ******* ****

  

  Business response

  09/25/2023

  This is not a complaint.  As I have told you before sir, please call Customer Service at ************ for any service issues.  

• Initial Complaint

  06/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  At the end of 2022 I contracted with Express Kitchens to install cabinets and countertops in my kitchen. The total cost was approximately $34,000. The job was completed in what I thought was a satisfactory manner until I had the time to take a really close look at the installation and the quality. I sent them pictures of my concerns which included: chipped decorative cabinet end panels, excessive gaps in these panels, along with being bowed and buckled and asked that they replace and/or repair what I deemed to be inferior product and poor workmanship by their installers. I’ve been corresponding with them for the last 5 months trying to resolve the issues, but they have been unresponsive. Finally, they told me that the chipped decorative panels they installed along with their insulation were within “industry standards” and they would do nothing to fix my issues. What I’m asking is what I’ve been asking all along: replace the damaged and buckled cabinet end panels. The business has all the pictures I’ve sent them. If the BBB wishes me to send pictures to them, I will do so.

  

  Business response

  06/08/2023

  As explained numerous times to this customer, the end panels are not "decorative."  They are necessary to finish the exposed ends of the cabinets.  Like every other cabinet manufacturer, these end panels come in 1 size - they fit the end of the cabinet so no cutting has to be done on-site.  Sometimes, if the homeowner's walls are not square and plumb, the installer will need to shim or shift the cabinet off the wall to ensure that the cabinet is installed level.  When this happens, there may be an exposed edge of the cabinet or the wall which the pre-cut panel does not cover.  In those instances, Express Kitchens, and most other cabinet installers, will install a piece of scribe molding on the side of the cabinet to cover the gap.  We have offered this solution to Mr. Pragluski but he has refused.  As we explained, this manufacturer does not offer oversize end panels - this is not a product quality issue, nor is it a poor installation issue.  There is a perfectly acceptable solution but the customer is refusing our only solution.  We will still honor our promise and solve this customer's issue if he agrees.
  

  Customer response

  06/22/2023

  Mr.  *********,

  I have been trying unsuccessfully since 02/15/2023 to get Express Kitchens to fix issues with the installation of my cabinetry at *** ********* ****** ** ************ ************** Their response to the BBB on 6/8/2023 is typical of the correspondence I have been receiving for months.  They are not responding to the specifics of my complaint.  They continually try to confuse the issue with verbiage that does not apply to the situation.  

  They say in their response that the precut panels are one size and when installed a gap may exist. In their words, “When this happens, there may be an exposed edge of the cabinet or the wall which the pre-cut panel does not cover.  In those instances, Express Kitchens, and most other cabinet installers, will install a piece of scribe moulding on the side of the cabinet to cover the gap.”

  This precut panel is designed to completely cover the end of the cabinet.  It is cut exactly to size, or at least is is supposed to be.  It is supposed to be attached to the cabinet end panel with adhesive and tacked in place to prevent movement while the adhesive sets-up.  The installers should do the following:

  1.     Check to verify the panel is not damaged in such a way that the damage cannot be covered with scribe moulding;

  2.     Place sufficient adhesive on the panel to secure it.

  3.     Position the panel so that it is esthetically pleasing… It should be in line with the bottom of the cabinet and make contact with the cabinet front.  Any gaps associated with either shimming or size should only be present at the wall-cabinet interface, or at the top. 

  4.     Sufficient care should be exercised by the installer to press the panel into position so that the adhesive spreads out resulting in minimum adhesive gap and a resulting flat end panel.

  Any reputable company would agree that these four conditions should be met during any installation.  My complaint with Express Kitchens is that these conditions were not met, and they will not fix the problem. They refuse to respond to these specific issues:

  1.     One of the panels was chipped at the bottom as delivered. This is a defective product and should not have been installed in the manner it was.  If the chipped edge had been installed at the ceiling line, it would have been covered by finish moulding and would have been acceptable. It is not acceptable to place a piece of scribe moulding at the bottom of the cabinet panel to hide this defect.  Paraphrasing their response to me, “… this is how we get them from the factory.”

  2.     The gap that I am complaining about is not at the wall.  It is at the front of the cabinetry where a piece of scribe moulding should not be attached.  The installer should have paid attention to where the end panel made contact with the cabinet front.  He had the ability to move this panel before tacking it into position so that it would contact the cabinet front (facia) with a minimum gap. This was not done on any of the panels.  Some are significantly worse than others.

  3.     The panels are not flat.  Insufficient effort was employed by the installer to press the panels flat so that the adhesive would flow, and the end panel would flatten out.  The result is a panel that is wavy, not esthetically pleasing, and looks cheap.   Due to this condition, there are areas where the panel edges are exposed and are subject to addition damage during routine cleaning.  Just because these panels are installed on site does not mean that the customer should expect a product that is inferior to what he can purchase from a box store at a lower price. 

  Please see included photographs highlighting the conditions listed above.  I have asked Express Kitchens to replace 4 cabinet end panels.  This will require removal of the existing panels (which will destroy them), sanding/scraping the existing cabinet to remove any adhesive, and properly installing the replacement panels.  They have refused.  They continually say that the installation was expertly done and would meet all industry standards. I disagree.  I feel my opinion of their work is correct.  The kitchen they delivered to me was not what I had anticipated, would be unacceptable to any discriminating customer, and I would like them to address my issues in an acceptable manner.

  

  Business response

  06/27/2023

  Express Kitchens has installed over 3,500 kitchens per year for the last 15 years, but thanks for the installation tips.  We have stayed in business by offering to do the right thing with the product that is available to us.  The solution we have offering is still on the table if you wish to accept it.

  Customer response

  06/29/2023

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

  Their solution of adding scribe moldings does not lend itself to the areas that are either damaged or improperly installed. Visually, that will make the esthetics worse. If they are still suggesting this as a viable solution, they are either not taking the time to thoroughly review my photographic data, or they just don’t care. The only acceptable solution for me will be replacing the damaged and/or improperly installed end panels. If they still refuse, my next course of action will be a formal complaint with the Massachusetts Attorney General’s Office. I have held off on that hoping we could resolve the problem. Unfortunately, that does not appear to be happening. 
  
  Sincerely,
  
  ***** *********

  

  Business response

  06/29/2023

  From Mr. *********** email to Express Kitchens on 05/20/2023 proving to be true:

  "I’m retired, Russ. Until I die, I have ample spare time to spend harassing Express Kitchens ..."

• Initial Complaint

  05/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We’ve been left with an unusable kitchen for a month! We had express kitchens design and install a kitchen they made it sound like it be completed in a very fast timely manner hence the name “Express Kitchens” we’ll it’s been everything but “express” we paid 25,000 out of our checking account check was cashed within 48 hours. The cabinets were installed in two days but not thoroughly. They shorted the installer parts. The appliance delivery was expected after the kitchen was built and it showed up before the counters were installed minus the range and with a microwave to large for the opening their designer designed in our kitchen and when asked for a microwave of the correct dimensions we were told that’s the only one they have now we have an opening for a microwave with no microwave just an opening. We still have not received our range rendering our kitchen useless! They did offer a replacement range that was much cheaper and down not have the options we are looking for. We spoke to a manager and we’re told this is an ongoing issue stemming back to covid supply issues. I asked why weren’t we informed prior to purchasing our kitchen and was told they wouldn’t tell their customers that. We choose a more expensive kitchen because it came with appliances and the designer knew that if we had to budget for appliances we would have gotten a cheaper kitchen. She assured us we’d get quality appliances right after counter install. Instead we got a microwave that won’t fit and no range. We have not had a functional kitchen in a month. On top of that the cabinets aren’t the quality we were promised, there are chips in the paint and paint run marks from to much paint and a warped door. A month without a kitchen is not express. We were convinced to spend $25,000 to get the appliances that would suit our needs.

  

  Business response

  05/25/2023

  There are times when an appliance manufacturer does not have stock on a certain appliance.  In those cases, the manufacturer offers a substitute that is a comparable model.  We offered you 3 options: 1. Take the vendor-recommended substitute as a replacement, 2. Take the vendor-recommended substitute and sell it, then buy a range with those funds, or 3. Wait for the range to come back in stock.  Mr. and Mrs. ****** chose option #3 and now have the range they were waiting for.

• Initial Complaint

  03/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i purchased my cabinets through express kitchens. in the of october 2022. My cabinets were installed 4 days after thanksgiving. ever since day one iits being installed my kitchen cabinets started to spot little white spots. I called them and send them the pictures that they wanted of both the kitchen and the bathroom cabinets, they came out and repaired the doors, and again the white spots came out again the bathroom is the worst, not only the paint chips the drawers are breaking off, i financed this work through ***** *** ********* i have refused to pay them until my work is done right. also the top of the kitchen window was cracked and the ceiling part was left undone. the total of this purchase came out to 22,000 dollars. the work performed is not worth so much money i would like to have this investigated your help would really appreciated thank you ********* ********

  

  Business response

  03/08/2023

  This customer is leaving standing water on her cabinets by hanging a damp towel on the painted cabinet door.  Attached is the photo we took at the time of inspection of the damaged doors.

  Even so, Express Kitchens replaced her damaged doors and told her how to care for her cabinets as a Customer Service gesture.  Now, the same problem has arisen.  We have offered to replace the doors again free-of-charge, or if the customer needs the doors installed, we asked her to just cover the cost of labor.  She refuses to do this.  This is clearly not a warranty issue, but we remain dedicated to exceptional customer service.

  Customer response

  03/11/2023

  
  ********** ********
  
  I am rejecting this response because:
  i believe that BBB should send someone over to see what was done 4 months ago. the painting is chipping off and its not from the water on the counters. the water was there due to the fact that i was cooking and washing disses at the same time if not i would have been late to work. even the bathroom cabinet is the worst of all and thats not from the water. 
  Sincerely,
  
  ******** ********

  Customer response

  03/13/2023

  the complaint is defective cabinets. im not happy with the service that was provided. all the cabinets including the bathroom cabinet. express kitchen is saying that the water that is left on the counters but its all of the cabinets including the bathroom is the worst one out them all. they saying it is but it isn't. we sent a response Saturday and they replied back today saying that they closed the case. please reply back or call me at 2039233069. please and thank you Dioniasia Figueora 

  

  Business response

  03/13/2023

  As per the BBB previous investigation:

  
  Re: ID # ******** - ******** ********
  
  **** ***** ***: 
  
  
  Following our usual procedure, we notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer notified our office they are not satisfied, however, BBB has determined your company has adequately addressed the complaint issues and, as such, have closed this case in our files.  This matter will appear in your BBB Business Review as: “Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied.”

• Initial Complaint

  01/03/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I went into Express kitchen in 2019 to purchase a kitchen I was told by the sales rep on the floor there that they guarantee top quality brand cabinets, they offer financing plans, and that cabinets would always be covered. I then contacted Express Kitchens on 12/20/22 informing them my glass cabinet door had completely broken off the hinges and fell on my face when I went to open it. I let them know I rarely use this door as it was more for decor and did not pull the door hard at all so I was unsure of why it completely came off like that. I informed them I thought the door may have been installed incorrectly or these were poor quality cabinets not like the ones they guaranteed. They informed me that there was only a one year warranty on the cabinets so there was nothing they could do. I informed them that I signed up for a 10 year financing loan and would have never agreed to a 1 year warranty. I then asked them if I could just order a replacement cabinet door and I would pay for the replacement door out of pocket I was then informed that the cabinets I had purchased were discontinued and no longer existed. I then asked to speak with a supervisor and see if something could be done as I paid over 15,000 for cabinetry and was still paying on this loan through ******** a loan party they connected me with and I could not afford to reface cabinetry I was still paying on because they were not clear on coverage and also discontinued the cabinetry they sold me. I was told a supervisor would call me back it is now 1/3/22 I have not received a phone call back. I have place 2 follow up calls with no return, I also reached out to my loan company ******** and was told they will file a compliant with the business but was later called and informed due to warranty expiring there was nothing they could do I asked for a grievance on the loan and they again stated there was nothing they could do and to follow up with express kitchens. I would like the cabinet door repaired or replaced or refacing of the cabinetry at a reasonably discounted price due to there discontinuation, false advertisement, and poor installation.

  

  Business response

  01/23/2023

  hi ******* - Our Customer Service Rep, Derrick, will be in touch with you to resolve this lingering issue.  Sorry for the delay.

  Customer response

  01/27/2023

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

   

  Hello No one has called me still. 

  

  Business response

  02/06/2023

  We left you a message on 01/03 and again on 01/27.  Please call us at ************ and ask for Customer Service.

  Customer response

  02/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. As business has agreed to replace the broken cabinet door. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi: As requested by Express Kitchen to repair the door, however there is no response.

  

  Business response

  11/18/2022

  We still need to know which door to replace.  Mr. **** has provided a photo, but no information.

  Customer response

  11/21/2022

  
  Complaint: ********
  
  Dear:

  The cabinet is located on top of the Dish washer and the number is ******, however I am not sure why the door does not close. The problem is in door, hinge, hinge hole on the cabinet frame or cabinet?

  Express Kitchen must visit and determine what is the real issue, and they must let me in advance what is their plan. The final decision must be made by Express Kitchen before they order.

  Thank you.
  
  Sincerely,
  
  ****** ****

  

  Business response

  11/21/2022

  Please communicate any after-sale issues through our Customer Service Department at ************* or email your dedicated CSR, Peter, with whom you've already been communicating.  The CSR's do not have access to this forum.

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  10/26/2022 Express Kitchens installed new kitchen cabinets. I got home and I could hear a hissing noise, to my surprise it was water running in my kitchen wall. I ran to my basement and it was flooded. Water was coming out of the outlet so I contacted the fire dept. They came out and saw when they attached the top cabinets, they hit the hot water pipe. He shut the hot water off and took pictures. The Deputy Fire Marshal called Chris J**** and the main number at Express Kitchens. I called first thing this morning only to be told by Peter that it was “ your home, your homeowners insurance’s problem.” I still have no hot water.

  

  Business response

  10/27/2022

  Although the plumbing behind the customer's wall is too close to the sheetrock and not protected by nailing plates, Express Kitchens is working with the customer to resolve these issues.

  Customer response

  10/28/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  02/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Express Kitchens measured and installed my kitchen cabinets including countertop. To begin, the layout of the kitchen was to remain the same. But I can show how the cabinets do not align with the original layout, the installers did the best they could to fix but it is still very noticeable. There were too many handles ordered, this was all done with the designer. When I called to rectify this, I was told that I should just keep them as extras. I did not want to purchase extra handles and asked for a refund since the order was done by the designer. I went back and forth with Bill. He finally said that he would refund the cost of the handles as long as I return them, I agreed. Lastly, the cabinets were supposedly soft closed but several were not and one cabinet would not stay closed. Bill said that he would send someone over to repair and to give the repairman the handles. I did that and waited for 2 months and no refund. I emailed Bill again and received no response. The cabinets that were supposedly 'fixed' are no longer closing, much less soft close. Every time I spoke with Bill he was arrogant and rude and it felt like he couldn't be bothered until he decided not to communicate anymore. I would like my refund for the handles and the cabinet doors fixed, it has been less than a year since installation.

  

  Business response

  02/11/2022

  Hi Monica - We have applied a credit of $57.37 to your ******** financing account for your hardware return.  You should be able to see that on your statement from your financing company. 

  Express Kitchens installed your kitchen over a year ago.  Adjustments to the doors and drawers are a natural thing that happens when the kitchen is used.  The doors can be slightly pulled when opening them or the drawers can be pushed a little hard and cause the glide mechanism to not work smoothly.  This is normal wear and tear and use of your cabinetry.  We can certainly show you how to adjust the doors and drawers, as you will need to know how to do this throughout the life of your kitchen.  Please call Customer Service at ************ and we can help you.
  

• Initial Complaint

  01/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. I hired Express Kitchens to install cabinets & counters in my home. From the very first meeting, I expressed my concern about the refrigerator door hitting the outside wall. (The reason for updating the kitchen to begin with). The designer assured me that the way it was designed, it would not hit the wall. I asked again to be sure. Again I was told it wouldn't hit. Then the man came to measure before installation. I asked him to double check that the refrigerator door would not hit the wall. He also assured me that it would not. The installer came and installed the cabinets and I moved the refrigerator into place & as I thought - it hits the wall. If someone opens the door quickly it will dent the $4000 refrigerator. The installer came back & pulled the refrigerator out from the wall about 2-3 inches and said this will fix that. Now I have 4 children who will open that fridge, push on it, etc and it will smash...I don't want to test the theory. This is issue #1. 2. The cabinets installed are not as deep as the cabinets that were removed and there was a soffit which was also removed. The new cabinets installed left a gap between the molding & the ceiling (pictures attached). Now, I am no builder or contractor but common sense tells me that in order for that to be covered, there should have been a board or extra piece of molding to account for the difference. When I asked how that would be fixed, the installer said oh you just need to calk it & paint it. That is unacceptable - It should have been accounted for in the measure! 3. There are many chips in the paint on cabinet sides & drawers & doors. When I asked about that, the installer said "oh that happens". Well... it shouldn't happen when it's an hour old! Definitely shoddy at best. I'm extremely unhappy and would not recommend Express Kitchens to anyone. I spoke with the project manager on many occasions & then asked to please speak to her supervisor and never received a call back.

  

  Business response

  01/21/2022

  Your kitchen was installed by us on 12/09/2021 and 12/10/2021.  Issue #1 - As we explained to you, your kitchen design calls for the refrigerator to be next to a return wall, as it was in your previous kitchen.  There is no way that a left-swing refrigerator door will open fully against a left return wall.  We provided 3" of clearance to the wall (as seen in your photos) so you have full access to the inside of your refrigerator.  The only way for the left swing door on the refrigerator to not hit the wall is to move it off the wall, which is not possible in your kitchen.  Issue #2 - Ceiling repair - as clearly stated in the installation agreement that your salesperson went over with you and you signed "Express Kitchens Inc. is NOT responsible for any wall repair or painting...
  Express Kitchens Inc. is NOT responsible for incidental damage. Final wall, ceiling and flooring preparation (i.e. painting, wall papering, etc.) should not be completed prior to installation if at all possible."  Issue #3 - Express Kitchens will certainly honor our warranty on any applicable items.  Please call us to report the replacement parts you need and we will do our best to help.

  Customer response

  01/21/2022

  
  Complaint: ********
  
  I am rejecting this response because:  The designer was made aware of the refrigerator hitting the wall more than once.  The design for the 3" piece on the other side was specifically for that purpose - not to hit the wall.  It should have been 5 inches perhaps,  I am not a designer.  As far as the ceiling goes - that was not damage done in the process -  The old cabinets were deeper than the new cabinets.  The fact that the designer didn't take that into account is absolutely ridiculous!!  So the customer has to hire someone & pay out of pocket to fix a problem that shouldn't have existed in the first place.  I wasn't looking to get a monetary credit - just want the job done correctly but now I'm going to have to pay more to fix what your company should have done originally. 

  Yes I would like a couple of new drawer faces for the small drawer to the left of the sink & the garbage drawer where the paint is chipped & noticeable.  I also think a credit for what it is going to cost me to fix the ceiling is appropriate.

  This is totally unacceptable for a company.

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

  

  Business response

  03/24/2022

  We worked with this customer to a resolution.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩