ComplaintsforMorgan Creek Cabinet Company

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Morgan Creek built the cabinetry for our new home. The contract was in the 100's of thousands. The cabinets were pretty good, but there were a number of things wrong with the design that the salesman neglected to tell the factory apparatenlty (blocks under islands and sinks, for example). We could maybe live with that, but we also had problems after the initial install regarding drawers that didn't fit, parts that were not supplied (soft close), paint that fell off, and numerous staining, painting, and other fit/finish issues that normally are done post install as part of the punch out. Some of the work was completed, but some remains and Morgan Creek has been mostly unresponsive. Essentially we are being ghosted by their hierarchy. We just want them to finish the job. It's been 1.5 years now, with dribs and drabs of communication and promises that have not been fulfilled.

  Business response

  07/14/2023

  We appreciate you reaching out to us with your concerns, and we apologize for any frustration you may have experienced. We value your feedback and the opportunity to address the issues you've raised.

  We understand that you are dissatisfied with your experience and assure you that we take your concerns seriously. Our goal has always been to resolve your issues to the best of our abilities and would like to remind you that we have been to your project several times to address your concerns. Additionally, we would like to also bring to attention that we have replaced and addressed several items due to being lost, damaged, or added at our own cost to help appease this issue.  Finally this customer has held back a significant amount owed on this project, and has made no further attempts throughout the process to bring the bill current despite the good will that has been shown by our company. 

  Our goal is to provide exceptional customer service, and we regret if we fell short of your expectations. We understand that you have faced difficulties, and we apologize for any inconvenience caused. We understand that your frustration may have been compounded by the difficulties you experienced when seeking assistance. We sincerely apologize for any inconvenience caused by our customer service team.  Unfortunately we have a finite amount of resources within the company to continue to address, but have felt that we have made many attempts to help resolve these issues and bring this matter to a conclusion. 

  We understand that you may still have questions or concerns, and we encourage you to contact us directly. We are here to assist you and address any further issues you may have. Your satisfaction is of utmost importance to us, and we want to ensure that we rectify the situation to the best of our ability.

  Thank you for bringing your concerns to our attention. We appreciate your patience and understanding as we work towards a resolution.

  Customer response

  07/17/2023

  While I disagree with a number of their points in their response that are inappropriate for me to go into here and now, I certainly understand their difficulties in dealing with labor supply.  They sent me a similar note over the weekend and at least we're talking again. 

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