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Complaint Details
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Initial Complaint
11/08/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
My husband and I purchased a new kitchen cabinet order and they were installed on March 12, 2021, paying $15,272 in cash. Since then, our cabinets have given us nothing but trouble. The first problem was that we didn't get what we asked for, we ordered cabinets that were to be installed up to the ceiling but we didn't get that so they had to install a crown moulding to hide their mistake. We agreed to that but weren't happy. We had multiple issues with drawers not being installed correctly, installation on the sink and countertops, doors cracking, paint chips, doors not closing, etc. We have asked ****/*****/******* multiple times to rectify the issues. They have come to our house to look at the cabinets now 6+ times but only fix the bare minimum. The cabinets are started to crack less than 5 months of installation. My husband sent **** pictures of 12 different cabinets with issue and **** said he was going to order new doors and let us know when they were in. On October 20, 2021 my husband passed away and I still hadn't heard back from Kitchenland with any update. I called on November 4, 2021 to ask what was going on. **** told me that they hadn't arrived and he'd check into it. I finally got another phone call saying they in fact had arrived. As of today, our installation guy arrives with only 2 new doors. He did adjust some doors that were having closing issues, but we still have paint chipped and door with cracks. ****** (the installation and warranty guy) said he would relay this information but in the meantime, he would put touchup paint on the cracks. At this point, I am tired of waiting for my $15,000+ cabinets to be fixed, and do not want them to be touched up with paint when the wood has cracked! The job should have be corrected MONTHS ago! I would like new cabinet doors on all of the cracked ones and the cabinet to be replaced that have paint PEELING from them.
Business response
11/09/2021
In Response the customer asked for crown on top of the cabinets When it was sold. We can not put the cabinets to the ceiling and add crown to the tops of them it will not clear the doors . This was agreed upon at the time of the sale and we explained that to them at the time of install . The crown was on the Job it was not a mistake the customer did not understand what was going to happen . I have attached picture sent to us by the customer along with the Paint agreement sheet that the manufactory provides. The customer was not given this and should have been . We have replaced 2-drawer front 15-Doors 1-Pantry we have responded to Most of the Reeds requests . They were told exactly which doors would be replace and which doors would not . It was also explained to the customer that wood expands and contract as time went on the doors would show more cracks in the doors as we have no control over the property of wood . As far as time frame to get the doors COVID has effected the time it takes to get thing and I under stand the frustration with the time frame but that is completely out of out hands . ****** was out there yesterday 11.08.21 I have not talked to him today he is currently out on another Job . If there is something that needs to betaken care of that is a problem we will address it . The Manufacturer will not cover replacing all the doors under warranty. The customer was explained this and was happy with the 6 additional doors we were ordering. If there are doors that are peeling the would be covered.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.