ComplaintsforMasco Cabinetry LLC

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 25 we purchased Kraftmaid cabinets with lifetime warranty from Canton kitchens from ***************** in the amount of $20220.00. When we received them they were very bad quality had dents, scrunches and bad paint job. ***** came over the next day and assured us that they will be fixed by a professional from KraftMaid and or replaced because KraftMaid has lifetime warranty. Because we were in a rush to finish the kitchen we installed the frames and waited for the replacement on the doors and shelves. We went back and forth with ***** and Kraftmaid representative and they were basically just wasting time and sending the wrong pieces or non at all. Also we had KraftMaid technician over to fix some of the frames that we could not replace. After the visit the cabinets looked even worse he scrached the paint off with sandpaper leaving sandpaper circles everywhere and the paint was coming off and still is to this day. There was overspray on everything and some places he cut out or sanded down and left not painted. At this point they did not refund us anything and they dont want to help us at all. We thought that we could trust this company since it has a lifetime but to this day they have not fixed or refunded us for anything. Could you please help us we paid all this money waisted so much time and they are just basically ignoring us totally at this point. We have all the text msgs emails and pictures proving all that happened. Its been over a year now and we still do not have a kitchen that we paid for. Thank you so much for your help in advance.

  Business response

  06/10/2024

  KraftMaid does have a Limited Lifetime Warranty and we will stand behind this warranty. If you need replacement parts, we can help with these items. KraftMaid will contact our sales rep to help confirm what items are still needed. If you wish to receive compensation, you will need to work through Canton Kitchens. KraftMaid is sorry that this has been taking so long to resolve and we will do what we can to help resolve this issue. 

  Customer response

  06/16/2024

   
  Complaint: 21817109
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Both Canton Kitchen and Kraftmaid ignored the fact that we have a problem and to this day nothing is being done about it. We are still waiting for our money back and the replacements. Canton Kitchen took the money and not stood behind the product they sell, we were constantly lied to and ignored. The furniture medic damaged most of the cabinet frames and kraftmaid just ignored it to this day nothing is being done about it. Canton kitchen is ignoring us they said that they are not the manufacturer (KraftMaid) or the repair company (Furniture Medic). They want us to contact kraftmaid directly because they said they are not responsible for the damages caused by the furniture medic. They also said we have to contact kraftmaid to receive the money back. Both ************** and kraftmaid tell us to contact the other party which is ridiculous its been over a year and we still have a kitchen that has missing parts and also damaged that has been done by the furniture medic. We want our money back for all the damage that kraftmaid has done and also for the defective cabinets that we received. 
  

   

  Business response

  06/18/2024

  Hi *************;

  I am sorry for the finger pointing.

  The product is owned by KraftMaid, and we are willing to replace any damaged or defective items. I am not sure what was damaged by the medic. They are a third party contracted service and have insurance for their damages. If you have information on this, you can please give this to our KraftMaid sales rep to send to us.  If you are looking for a refund the product was sold to you by ******, they should give you compensation back if they agree to the refund.

  KraftMaid warranty is to replace or repair damaged or defective product, KraftMaid doesn't offer money back to customers to keep defective product.  

   

   

• Initial Complaint

  05/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is to complain about Cabinetworks Group and their retailer, Lowes in Issaquah, WA over the purchase of KraftMaid kitchen cabinets at $25118.23 on 1/1/23 (order # ********* and *********) which were delivered to us in a severely damaged state. About 80% of the items in the initial delivery were damaged (scratches, dents, knocks) and deemed unusable. We immediately informed Lowes and MONTHS later received replacement just to be disappointed again as the replacement were also damaged. At the same time faulty items from the 1st delivery sat in our crowded garage amid remodeling, not picked up weeks after we requested. We reached out and Cabinetworks sent a rep. to assess the damage, who during the visit, informed us that some of the damage may be 'within spec' or in acceptable condition. He stated that Lowes should have communicated this ‘out of spec’ clause to us pre-sale but in fact Lowes did not - had we been informed we would not have bought the cabinets because 1) at such a premium price (twice the cost of contractor-recommended brand) the ‘within spec’ condition is unacceptable 2) the ‘within spec’ condition was misrepresented in the floor samples where such condition does not exist. Following the assessment visit the Cabinetworks rep. was supposed to quickly provide us a list of items to be replaced and a discount off of the total cost as we accepted some faulty items as is. Now 3 weeks later we have heard nothing. We are highly dissatisfied with the service received from Cabinetworks and Lowes as they misrepresented the product, overcharged for a product that in reality is lower quality, significantly delayed our remodeling project, caused us tremendous amount of frustration, inconvenience, emotional stress, and financial loss, and didn't take responsibility of the issue and provide a timely resolution. We ask the damaged items to be replaced immediately as our kitchen is being installed and demand half our money back to compensate for our loss.

  Business response

  05/05/2023

  Kraftmaid is sorry for the order coming damaged. The Kraftmaid warranty is to replace or repair damaged cabinets. We are doing our best to get you undamaged items. Kraftmaid doesn't pay customers to keep damaged or defective cabinets. Our  Kraftmaid sales rep is working with the store to get you these cabinets. 

  Please continue to work with the store and our Kraftmaid sales rep.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My complaint is with Cabinetworks Group and their Medallion Gold cabinetry line; and also with an Account Manager with Cabinetworks Group. I ordered approximately $45,000 in cabinetry August 2021 from Wolff Brothers Supply, Inc. in Medina, OH. We are still NOT able to move into our newly constructed home due to Medallion Gold kitchen cabinetry issues. We have tried working with unnamed Account Manager to get these issues resolved with no results. We met with her on June 16, 2022, and despite her promises, I have not heard a word from her since. I would not recommend Medallion Gold cabinetry to anyone. We need some assistance in resolving this issue. We need the job finished and request a billing adjustment for our inconvenience. Sincerely, ****** *****

  Business response

  07/20/2022

  Hi ******

  I am sorry this oven cabinet has not been addressed. I will check into the order information and have a supervisor/Manager contact you with an update on this issue. 

   

  Customer response

  07/20/2022

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

  The oven cabinet is far from the only issue.  I have a pantry cabinet that was shipped in the wrong color.  My builder had to take the drawers out of the original damaged pantry cabinet (along with the doors).  Without going into further detail, this cabinet is still not "fixed" or useable.  I have warped doors, paint scratches; door alignments; blemishes, discolorations; missing rubber stops; edge of trim boards needing paint; etc... that need addressed.  
  
  Sincerely,
  
  ****** *****

  Business response

  07/21/2022

  I am sorry that there are more issue than just the oven cabinet. The original complaint was only talking about the oven cabinet. We will reach out to the dealer and sales rep to confirm what has been replaced and what we are doing to address the other issues. Once we have the full scope of the order and items that need to be replaced we will get our plant manager involved to move these replacements through the plant ASAP. 

  Customer response

  07/22/2022

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

  I very much appreciate your most recent response where you intend to follow up on these issues.  I do not want to close this complaint until such time as all the issues have been resolved.  Your assistance is greatly appreciated.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  09/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Kraidmaid cabinets for new kitchen insrall purchased from lowes August 2019ish. Tge blue base cabinets are chipping bubbling and paint falls off. Looks terrible. I have reached out 3 times at least to their website for warranty claim. Over a year of emails when this first started. I'll receive one...they ask for attachments of pictures and sizes. The white cabinets where the boards come together on the face the paint is cracking at the seams. Poor construction or I received faulty paint. I am requesting to replace all as replacing some may have a color variation. Or repair and cover labor costs as I've paid once to have them installed. Or refund me entirely and I'll go elsewhere for cabinets. I am HIGHLY disappointed in their lack of customer service. POOR QUALITY when I stand behind made in the USA and pay more for quality and your motto of Kraiftmaid cares hasn't been fulfilled. I am a returning client but can't say ill buy another set after this debacle.

  Business response

  11/09/2021

  Business Response /* (1000, 5, 2021/09/15) */ Hi ******* I am sorry no one was getting back to you. I was able to find you complaint in our system and the cabinet cares team was requesting pictures that must not have come through to us. I was able to send them the pictures you attached in this complaint. I did talk to the cabinet cares team and this is something that would fall under our warranty. I will have our cabinet cares team call you with a new replacement order number, the items being replaced along with delivery date information.

• Initial Complaint

  09/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There are many issues with an order that we placed for Kraftmaid Cabinets. The main issue now is that we have a replacement order for broken cabinets that has not left the manufacturer, with no known date to be shipped. This order was to be shipped on 8/10 with final delivery on 8/27. The company is not returning my phone calls nor the phone calls of the store that I placed the order through. I have offered multiple times to personally drive out to Ohio to pick up my cabinets but have not heard back from them. At this point my kitchen can not be completed, new countertops that have been ordered can't be installed because of the broken cabinets. I'm looking to have these last cabinets either sent to me immediately or setup to allow me to pick them up my self. Also I'm looking for compensation for other damaged cabinets that I chose to keep and other issues that I didn't have the room to write about here as well as for the sheer hassle from this company.

  Business response

  11/08/2021

  Business Response /* (1000, 5, 2021/09/02) */ Hi ***** I am sorry for the damaged items. The Kraftmaid warranty is to replace or repair any defective or damaged items. We have your replacement in our system and are working hard to ship your order ASAP. Please contact the dealer on who sold you the cabinets for a ETA of this replacement. The replacement will be shipping to them. I am sorry for the delays and damages and Kraftmaid will continue to honor our warranty.

• Initial Complaint

  07/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased cabinets in April 2021. We were told delivery takes around 3 months. Kraftmaid originally committed to a 7/23 delivery date which was pushed to 8/2 because the cabinets were not going to be made by then (they didn't have the parts.) On 7/29 I called to confirm the 8/2 delivery and it was confirmed. On 7/31 I received a phone call that the delivery would push until 8/11! This time they have delivery service issues. Four months and two pushbacks due to two different service issues is unacceptable.

  Business response

  10/28/2021

  Business Response /* (1000, 5, 2021/08/03) */ Hi I am sorry for the delays you are having. We are having product, people and vendor delay. I wish the world was back to normal but there are shortages all over. The biggest shortages is product along with people in our plant and delivery agents. I understand this is an accuses and shouldn't happen, but right now this all we can do. Kraftmaid will continue to push on your order and will work with the cross dock to get it delivered as fast as we can.

*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. ↩