Complaints

• Initial Complaint

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My kitchen cabinets were made by this Cabinet Works Group through their company Medallion. I bought them in February of 2023 but received them in April of 2023. Their site said the ************** was a reverse raised all wood center panel door. I called their customer service to find out for sure. The response was that if the website says it is reverse raised then it should be. I bought the cabinets from the dealer, Kitchen Design Pros. and the designer said she called and was told it was reverse raised all wood door as well. I took a screen shot of the website. When I received them, KDP ended up holding me up from installing them until they could compensate me on it. Well, I ended up getting $3000 for the issue. I accepted, however, I have to say that if I were to ever have to replace these doors and drawer fronts, it would cost a whole lot more than $3000. I have about 19 doors and 12 drawer fronts...would that cost $3000 to replace? Only if it was $100 per door plus tax. It would probably be more. Also, I want to complain that there is not a good way to get extra items now without paying $300 in shipping--even for 2 or 3 wood baseboards. $18713 is the original payment to KDP and then I was sent $3000 back for the door issue.

  Business response

  08/20/2024

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

  I am sorry there was a mistake on the door style that your dealer sold you. I understand the issue was fixed in 2023 when it was brought to our attention. Medallion did partner with the dealer on the agreed settlement with you. You still have a warranty, but we are not able to provide any further compensation. 

• Initial Complaint

  03/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I really need your help. I am writing to the BBB today because I am hoping that you can assist me in the resolution of a kitchen cabinet matter. I will briefly provide context and outline my situation below.I purchased white, Yorktowne kitchen cabinets from Royal Kitchen and Bath over two years ago. When the cabinets were delivered, I discovered issues and immediately disclosed them to both Royal Kitchen and Bath and Yorktowne. The most significant issues include: 1) inadequately painted cabinet doors, 2) inadequately painted drawer fronts, 3) inadequately painted end panels, 4) damage to the cabinet face frame on the sink cabinet, and 5) cabinet doors that are now damaged and in worse condition than when I originally received them. Attempts have been made and Royal Kitchen and Bath, Yorktowne and Furniture Medic (a third party hired by Yorktowne) have been out to my property approximately 7 times over the last two years. I was told that Furniture Medic would repair the issues. Furniture Medic came to my home for certain repairs. They also took my cabinet doors physically off site to their workshop twice to attempt to repair them. All attempts to repair the cabinets have not made things better. Quite frankly, the cabinets are in worse condition than when they started the repair process.In addition to reaching out to Royal Cabinet and Yorktowne several times via email with pictures, I have also sent formal letters via ***** on two separate occasions. I was also told by Yorktowne that there is a warranty covering these issues. But the issues outlined above still have not been completed or brought to a proper resolution.The only resolution is to replace the cabinet doors, drawer fronts and end panels or to refund my purchase price. I am writing to the BBB today to ask for assistance with this resolution. Thank you in advance for your help and please let me know if I can answer any questions that you may have.

  Business response

  03/20/2024

  Yorktowne is sorry for these issues. I have sent this complaint to our sales rep in your area. I am showing all replacement and touch up repairs have been completed. Yorktowne will replace or repair cabinet issues that fall under the warranty. The request for a refund needs to be address by the dealer that sold you the product. Please work with the dealer and our sales rep for any warranty items that are needed. 

  Customer response

  03/22/2024

   I am rejecting this response.  Please see below.
  
  Thank you for responding. I would like the name and phone number for the sales rep that is being assigned to this.  Additionally, please update and correct the notes to reflect that all repairs have not been addressed and corrected.  I would also like a 30 day follow up to make sure that this is addressed promptly.
  I am also waiting for a response from Royal Kitchen and Bath.
  

  Business response

  03/27/2024

  Yorktowne has provide all replacement part as requested. The replacement parts were all inspected and approved to meet our specifications. Yorktowne also provided touchup work at the end customer home on any cabinets that had a defect on them. This work was done and completed. The paperwork was not signed by the end customer as not complete or complete, so *********************** closed out the request. If there are parts still needed, then please reach out to the dealer to set up a site inspection with our sales rep so we can review the issues. The last replacement was sent August 2023 and there was no information that the replacements had any defective on them. The request for compensation would need to be addressed with the dealer as the money was given to them. Yorktowne has supplied all product that was requested per our warranty.  

• Initial Complaint

  07/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Warranty claim Case Number : ******** > Email from ******************** Warranty claim Case Number : ********CD >

  Business response

  07/10/2023

  Hi *********

  I am showing the replacement order for the fronts that was on order ********* was delivered to your home on 6/27/23. I am not sure if you need more replacements. 

  If you do, please contact the dealer on where you bought the cabinets from, and they can submit another order for you.

  If you need a sales rep to do a site visit the dealer can also help you with this request. 

  Customer response

  07/10/2023

   I am rejecting this response because:
  I did not receive the shipped replacement on 6/27/23. The replacements consist of 11 different-sized cabinet doors. It would need to come by truck freight. And I assume this type of delivery would need to be coordinate with me. That did not happen. 

  Also, the pending request is the second request for the 11 replacement cabinet doors. The first shipment to me was received in July 2022 and every single cabinet door size was the wrong size. I still have all 11 incorrect size doors that need to be returned to Cabinet Works. And I need the 11 correct size doors. For the second request, a schematic with sizes was sent to ******* at Cabinet Works in May/June from **** at Reico, where I purchased the cabinets from in an effort to get the sizes correct.

  I feel the best next steps is to talk through this situation since emails are not being answered or replied to. CAN I PLEASE TALK TO A HUMAN ABOUT THIS REQUEST? I want to get right and I believe the only way for that to happen is to talk to a human about the situation. This warranty fullfilment request has been going on for almost 2 years. The cabinets were defective and I requested replacements under Warranty early 2022. 

  Thank you- I can be contacted at ************. *********

  
  

  Business response

  07/10/2023

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

  I will have our sales rep ******* you to get a complete list of items needed. I am sorry the dealer is not helping in this issue. The dealer should be *******ing our sales rep for you, and this would have been resolved the first time. 

  Customer response

  07/12/2023

   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.

  Please have the business sales person contact me by phone at ************, Mon- Fri EST. Or please provide the sales persons contact information and I will call him/her. For the record, the dealer (**** at Rieco)  did email ******* at Cabinet Works with the cabinet schematic dimensions in May. So I did initially work through the Dealer. And the lines of communication ended. 

  Happy to discuss how to get this request back on track. Thank you for your time. Catherine 

• Initial Complaint

  02/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Zero transparency when working with this company. No phone number to call--multiple numbers (which I found online) no longer working or disconnected. I have been working with this company on filing an insurance claim on kitchen cabinets that are falling apart. I've given all the documentation but no one calls me or follows up after submitting the information. I'm left in the dark. The ***** number just asks you to submit requests online. I'm baffled how a company like this can survive.

  Business response

  02/13/2023

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

  The ******** care rep you have been working with is *******ing the store to confirm what cabinet this is. The panel looks like it can be repaired, and I will have the care rep ******* you with a solution. KraftMaid is sorry this has been taking so long to resolve.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered Design Craft kitchen cabinets though an authorized dealer, ************************** (https://*******************************/). One base (corner) cabinet was reported missing to me on 6/10/22 via email from the dealer. Design Craft informed the dealer they were searching for the missing cabinet on the shipping docks where their delivery company received the shipment from Design Craft. Design Craft informed the dealer that a new cabinet would be made if the lost item was not found. On 6/16/22, I received all non-back ordered cabinets as agreed upon with the dealer, but the corner base cabinet was not included in the delivery. On 6/17/22, the dealer informed me that Design Craft would take up to 4 additional weeks to try and locate the missing item before providing me with a newly constructed replacement. I request that the replacement be shipped to me immediately without delay as I have already waited 10 calendar days since notification of the missing item on 6/10/22. There are no documents or written confirmation from Design Craft guaranteeing the delivery of the replacement cabinet on any date at all. A phone conversation on 6/20/22 directly with Design Craft representative, *************************, revealed an internal request was made to deliver the replacement cabinet by 7/1/22, but no guarantee or written statement of confirmation could be provided by Design Craft and it was emphasized there was no guarantee of delivery date and that the date was just an internal request made within Design Craft. ***** provided me with contact name, *********************, for follow up but no contact number for this person was provided. I am asking for written confirmation of the revised guaranteed delivery date and guarantee that the cabinet will arrive no later than 7/1/2022 per *************************** internal request to Design Craft senior members, including *********************. I would like written explanation as to why 40 days is taken for lost cargo searches before replacements can be issued.

  Business response

  06/21/2022

  Hi *******

  I am sorry this cabinet was missing. As soon as Medallion was notified of the missing cabinet we started our dock check process. Medallion checked our plant and the cross dock in your area for this missing cabinet. The cross dock checked the stops before and after yours to ensure it was not delivered to the wrong customer. This check can take time and ********************** entered a new order once we confirmed it was not found.

  Today we received some good new as a trucking company found the cabinet and delivered back to the plant. The plant checked over the cabinet and is boxing it back up to ship out today. Once the order has shipped the trucking company will call you to set up a delivery date and time with you.

  Customer response

  06/21/2022

   I am rejecting this response because:

  1) I would still like written explanation as to why 40 days is taken for lost cargo searches before replacements can be issued. If this is not an accurate count of days, I would like to know what the count of days is according to policy.

  2) I am not closing out the complaint until the actual delivery is scheduled and the product is received. I received no written conformation of the delivery date yet. 
  
  

  
  

*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. ↩