Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 6th we sent a professional drawing of the cabinet layout we needed to the E&B Designer for pricing. See attached. There are a total of 5 base cabinets. On June 4, almost 2 months later, the cabinets were delivered. On June 6th, our carpenter unpacked the cabinets and noted a 27" cabinet was delivered where we needed a 24" cabinet (per our drawing) as well as some minor damage to the other cabinets. Given our experience in the recent past with E&B not being able to replace damaged cabinets in a timely fashion, we decided to keep the damaged cabinets, but we could not use the 27" cabinet, so this had to be replaced. On June 13th, the designer told us that the 24" cabinet and other missing materials would ship around July 12th. On July 17th our new cabinet and materials arrived. We had the delivery person unpack the cabinet before leaving. A completely different cabinet was in the box. See attached. It was the wrong color, wrong size, it wasn't even a cabinet, but a drawer. Our cabinet was lost. At this point, we are less than 3 weeks before hosting a big graduation party for our daughter. We can't template without cabinets, we can't finish plumbing, the entire project and multiple contractors are delayed. We contacted E&B only to learn our designer was no longer with the company. We received a response from the ******** ** *******, ***** ******. We were told the cabinet would be expedited, shipping on July 26th, but we were told it was being expedited after the first mistake as well which took over a month. ***** also told us they were going to try and track down our cabinet that was lost as this would be a faster option. On July 22nd, ***** informed us our original cabinet could not be located, which likely means it was never shipped, likely never ordered or fabricated. The 2 errors from E&B have caused significant impacts to our project. We have been offered no compensation for these issues.

  

  Business Response

  Date: 07/29/2024

  Please refer to attached documentation which includes our response as well as supporting documentation. 

  In conclusion, E&B Granite’s resolution to this was the final layout being emailed to ********** on 4/18/24 with a copy of the invoice. ********** paying a deposit on 4/24/24 is evidence that they received the final layout as well as copy of invoices on 4/18/24. Rather than argue with customer, E&B Granite ordered a new cabinet and accessories free of charge for ********** on 6/6/24 despite E&B Granite not being at fault as we make customer service a top priority.

  
  We are not disputing that Kabinart shipped the wrong cabinet by accident that ********** received on 7/17/24, but we are disputing their comment that “likely never ordered or fabricated” as it was ordered on 6/10/24 (documentation attached) and of the 5 items from their order, 4 of them correctly arrived on 7/17/24. E&B Granite apologized to ********** for the delays that occurred but given the cabinets were ordered free of charge on 6/10/24 (for the ********’s mistake) we feel the $600 of cabinets ordered free of charge is more than fair and reasonable.

  Customer Answer

  Date: 07/30/2024

  Complaint: ********
  
  I have reviewed the business' response and am rejecting it because there has been no compensation for the multiple errors that occurred causing extensive delays to our project. Please refer to the email dialogue provided by E&B. On May 6th I asked, "So now the only difference in the design we wanted you to mimic and this design is 1” on the sink side, correct?". This was E&B's opportunity to point out any differences in the design we provided and requested and any unnecessary design E&B had prepared. You then see Ms. ********** response, "About 1" inch on the open shelving side (opposite of the sink run) yes, trash is on the left of the sink area." There is no mention of using a completely different size cabinet. Secondly, the "free shipping" was because we paid for the cabinets in full, it was not a courtesy or offer from E&B. We had multiple payment options, and we chose to pay in full to avoid the shipping cost. Again, it had nothing to do with any business courtesy from E&B. E&B has now had our money for almost 2 months and we still have not received delivery of all of our cabinets.
  
  
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 08/01/2024

  E&B Granite delivered the cabinet to ********** on 7/31/24 to meet their requested deadline.

  Please refer to doucments uploaded on 8/1/24 as well as "BBB - Response_073024" for full detailed response.

  Customer Answer

  Date: 08/01/2024

  Complaint: ********
  
  I have reviewed the business' response and am rejecting it because the original delivery date was almost 2 months ago. This has still had an immense impact on this entire project. The July 31st deadline was to prevent even furth delays and was only part of the acceptance criteria of this complaint. We have still not received any refund for the impact. Additionally, the cabinet arrived with a poor paint job. See attached photos. Unfortunately we cannot delay any further and are forced to use this cabinet. A painter may be able to repair this, but not likely.
  
  
  
  Sincerely,
  
  ***** ********