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Complaint Details
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Initial Complaint
04/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On August 16,2022 my wife and I made a $ ******* purchase from menards( a contracted seller for Cardel Cabinets) for new kitchen cabinets. At the time of the order we were told it was an 8 week lead time. Which was fine with us. It gave us time to remove some of the old cabinets and paint and get ready for new install. When we finally recieved the new cabinets we started the install. As we were installing we started noticing some poor workmanship and damage. We did install them as most of the damage we were able to hide to where nobody else would know but us. We got to one base cabinet that was way too damaged to install. We took pictures contacted menards and they got in touch with their Cadel rep. **** said they would replace the cabinet and expedite it. Well 6 weeks later we finally got the replacement. Mind you that whole 6 weeks we did not have running water or countertops in our kitchen. We were drinking water out of the bathroom and doing dishes in our shower. Upon opening the box we noticed that was it was also damaged. Contacted menards again and they again contacted the rep but nothing was done. Lucky enough we still had the first damaged cabinet that we could steal parts off of to get one in working order. We could not be inconvenienced another 6 weeks. So we ourselves repaired it and installed it. I emailed Cardel and all I got back was sorry for the inconvenience. There was a combination of poor workmanship and poor inspection. We were very inconvenienced in this whole process. I have numerous pictures of damage and workmanship that im sure this system will not let me download them all. Please contact me if you want them all.Business response
04/17/2023
Hi
I am sorry but Cardell doesnt compensate money to customers to keep defective or damaged cabinets. The Cardell warranty is to replace or repair defective cabinets and Cardell wants to supply a quality product. Cardell did provide you the option to replace and did our best to rush the replacements to you to complete your warranty claim.
Customer response
04/17/2023
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
Regards,
*********************Initial Complaint
03/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased cabinets from Menards and the cabinets came from Cardell Cabinetry. These cabinets are defective, and the color is coming off the cabinets and there is a plastic seal that is also coming off the cabinets. I have been calling and at first someone was answering and transferring me to different people, and I never got the correct department, I left several messages, and no one has returned my calls, now Cardell voice mailbox is full. I have not even had the cabinets in my home a year. These cabinets were just put in at the end of the year 2022. I would like these cabinets replaced. The drawers are different materials from the actual cabinet's doors. Some parts of the cabinets are turning white and also fraying. I work too hard and should not have to live with a kitchen that is not up to standards. If Cardell cannot stand with the products, they distribute in the community then they should not be selling these products. This has been a traumatic experience for me. I was already without my kitchen for over 3 months, and I spent a lot of money eating out and not being able to cook in my own home it has been a total nightmare and for Cardell not to contact me is like a slap in the face. I am very hurt behind this, and I will not purchase any more items from this company. It has let a very bad taste in my mouth and a stain on my brain. I would like to be compensated and I would like these items corrected. I cannot let this slide and continue to watch these cabinets fall apart right in front of my eyes. It's also embarrassing, my family and friends know that I had this work done and for them to come and see the final product looking the way that it does is embarrassing. I want to see some results therefore I'm filing this complaint with the BBB!! I would like a refund or replacement. I do not want the same products the cabinets I received are trash and I should not have to come out of my pocket to have this work done correctly!!Business response
04/03/2023
Thank you for reaching out to Cabinetworks Group.
Weve received your email and our teams are working to process your request and provide you a comprehensive response.
Your Case# is: 02595725
Please direct all Replacement needs to your place of purchase.
If youre able to find what you need online and no longer require our team to assistplease REPLY with CANCEL in the email and well remove you from our queues.
Thank you,
Cabinetworks Group
Initial Complaint
01/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
On August 23, 2022 my husband and I purchased a set of Cardell Designer Collection kitchen cabinets. On November 14, 2022 our contractor began gutting the kitchen and by December 15, 2022 he had installed the cabinet bases, fillers, crown molding and doors. When set together, it was evident that the stain varied between all of the different pieces making them look mismatched. We contacted Menards (Store the cabinets were purchased through) and ask about reporting the issue. Cabinet Supervisor, *****, stated that it is a warranty issue that needed to be addressed with the *************** Representative. She contacted the Representative, ******, and he set up a visit to look at issue on December 30, 2022. During this visit he noted the differences and took pictures to forward to the Customer Serv. ***** ********************** to review with him and report back to us on resolution. January 6, 2023 contractor checked with ***** about progress and she stated ****** and **** were meeting on January 9 to review. I went to Menards January 9 to see what outcome was and ***** called ******. He stated he'd visit again to look at cabinets and note ones that didn't match the majority and replace them. Told him i wanted to talk to **** personally because I doubted this was the best solution. Meantime he set up January 17 to revisit. Talked to **** on January 13 and stated concerns of matching stains when they couldn't get it correct straight from the factory. **** indicated he would have ****** take pictures on the17th and submit them to hi for review. ISSUE IS "HE TOOK PICTURES ON THE 30TH" so this speaks volumes to me the real intent they have towards resolving the problem to the benefit of the customer when he had not even looked at evidence his Representative provided him first time. I Also stated expectations of compensation for uninstalling and reinstalling labor of current cabinets and new ones. He stated they don't typically compensate for labor cost. I also indicated I wanted compensation for extended time resulting in loss of kitchen use and added expenses of eating out due to their slow response time and initial problem with unacceptable cabinet stain leaving my kitchen totally unusable. We are 5 weeks into the original complaint to Menards and still looking at no agreed resolution along with the added time of new cabinets being made and shipped. NOT ACCEPTABLE.Customer response
03/15/2023
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:First thing to clarify is Cardell did not contact us on January 6, 2023. Our Contractor visited the store on January 6 asking about any updates from December 30 site inspection. Told Representative that visited was having a meeting with **************** Rep January 9 to determine action they would take. January 9 I talked to Representative on phone and found they would be visiting the site once again to look at possible cabinets to replace and ones that would stay. January 17 he visited and chose ones that he perceived to be non matching, I did not agree with all his choices, of a door panel that he pulled from current cabinets and I stated that this is the color I felt I was getting when ordered. This panel was sent to factory to have his list of cabinets remade to match panel. As of mid January I had never received any documentation in writing about the order, when it will be delivered and timeframes so I could relay to my contractor. Checked with **************** Rep and he had Field Rep get back with me in a text on January 31. February 13 I text Field Rep asking for updates on cabinet status. I received no response.
I visited the local Menards they were purchase at and finally got the ** to find out about delivery date and status of other items that needed to be in this order to assure all matched. He indicated March 3 and at this time we have no other information on arrival and what condition the cabinets will be in to be sure that we are satisfied. This started December 16 and here we are as of March 15 still with nothing and no kitchen to even use. Company will not commit to paying the labor costs to put new cabinets in when they arrive leaving us with a potential double expense for this labor. This in not the way it should be and I expect this compensation.
Regards,
***********************Initial Complaint
11/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
Purchased kitchen cabinets. Base cabinet doors became defective. Doors were changed however problem is repetitive
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