ComplaintsforRoyal Cabinets, Inc.

• Initial Complaint

  07/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In January of 2023 I placed an order for kitchen cabinets and paid a $15,000.00 deposit. The cabinets arrived in May and I paid the remaining balance before delivery. Royal Cabinets advertises as a design company with a Chamber rating of 4 stars (see attachments taken from the internet) and at no time advised me that the crown molding and the rope trim for the cabinets would not fit the design. They also over ordered certain "stick" pieces. The cabinets were installed by my contractor in May and in June I began a process to return the unused trim items. At that time I was told that a return was not possible. At no time had I been advised that no returns were allowed. After some research I found that other vendors who carry Kraft Maid Cabinets do make returns on a routine basis. I had continued emails with Royal and they continued to make excuses. At no time have they given me an itemized price list for the nearly $17,000 purchase I made. Nor at no time have they ask for a list of items I wish to return. I estimate the value of unused items which are new and still in original boxes to be between $800 and $1200. Because Royal advertises on the internet that they are Chamber rated at 4 stars and that they are a design company I thought it appropriate as STEP 2 to contact you. STEP 1 was the multiple emails I sent trying to get co operation from ROYAL before taking this step. I can furnish copies of personal checks I sent to pay for the cabinets. I hope you can advise me and help me. Thank you, ******* ********* ***** *** *** ***** ****** *****************

  Business response

  07/21/2023

  ****,

  I'm sorry that you have not understood any answers I have given you regarding a return, however as I have stated multiple times Kraftmaid does not offer any returns.  I have confirmed that with my sales rep, which I also showed you.  Other large stores that except returns to the store, not Kraftmaid, would have charged you a lot more for the cabinets as a whole.  You originally where going to have our company install the cabinets, and at the last minute changed to a contractor installing.  I don't know why your contractor couldn't install the moldings that you purchased and were in your design, we would have.  We are a small business with reasonable pricing, and con not afford to return items that customers order without being reimbursed.  I hope you can understand that you were not charged for anything other that what you received.  Please let me know if there is anything else we can do for you. Please see below the email from the Kraftmaid sales rep that I sent to you confirming no returns.  Please feel free to reach out to her directly to confirm.

  
  ********** ***** ****************************************
  ******** ******** *** *
  ************* *****
  
  Mon, Jun 19 at 9:29 AM
  
  
  Hi ****
  No KraftMaid does not accept returns or issue refunds.  Now **** ***** might… I think you can return anything you buy at **** ***** no questions asked, so it must juts be their policy or something they do.
  But KraftMaid does not.
  
  Thank you,
  **********
  
  

  Customer response

  07/21/2023

  
  I am rejecting this response because FIRST there is false information regarding the reply from the salesperson.  The response

  was previously quoted in an email but not actually shown to me ?   SECOND The response if not from KRAFT MAID.

  The response is from the salesperson in the form of a stated opinion.  The response is not from KRAFT MAID.   Inclusive of all communications at no time was

  I informed by Royal Cabinets that I could not return unused materials.  At no time did I receive an itemized price list.  I sent 2 checks $15,000.00 and $4,322

  for what I understood to be materials and design services.  The unused crown molding and the unused rope trim does as well as 

  unused linear pieces do not match the door style or size of the cabinets ordered.  The unused materials are in original boxes with

  all information.  I believe I should receive an itemized price list for materials purchased and a refund for new materials delivered but not used.

  
  Regards,
  
  ******* ********

  Business response

  07/21/2023

  I am sorry for any confusion, however we ordered and designed this whole kitchen including moldings while you were out of state.  We went off of the items you selected by not even coming to our showroom once.  It was all done thru email.  Please look back to see what all was discussed, and what you asked for.  We priced everything that was in the drawing, and quote that you signed off on. I have added a copy of that for your reference as well. Again you did not pay for something you did not ask for, except, and receive.  Kraftmaid does not except returns, that is not an opinion of the sales rep, it's the truth.

   

  Please see ***************************************************

  That explains that they do not except returns from Vendors (which is what Royal Cabinets is)

  Also please see below one of your emails asking for moldings.

   

  
  **** ******** *******************
  *********** *** ********** ********
  
  Mon, Feb 13 at 8:40 AM
  
  
  I am a bit confused and anxious to get the order in.
  I believe the bulk of the decisions have been made
  and only a couple changes needed to finish the order.
  Because the area is small it appears that  cabinets 
  all the way to the ceiling may not be the best choice ?
  I think 6" below the ceiling works.  Recommendations welcome. 
  Measurements would change as follows I think:
  On the wall between the windows he allowed 54"  vertical measurement
  for the wall cabinet.  I think 48"  measurement works better with stacked cabinets:
  9" solid door cabinets on the bottom  and 39" cabinets with glass doors
  on the top.  Glass ends also.
  Then on the wall with the range use stacked also. Glass doors
  on the top stack.  Need 16" opening for new microwave.
  Going back to the cabinets on the wall between the windows the
  bottom cabinet needs to be a reduced depth so that it does not
  stick out into the table/island area.  Maybe 15" ?
  Need to discuss Lights in top of cabinets and over the counters.
  I believe he used 4 1/2 in cove trim.  And I would like to use 
  the Ivy Insert light rail.  All in Translucent Limestone on Maple.
  Door choice was Shaker 10.  
  Not sure of glass inserts: prism or shadow ?  
  I will call later to see if we can finalize all.
  Thanks,
  ****

  I hope this explains everything better for you to understand.  Please let me know if there is anything else we can do for you.

  Thanks,

   Kim B****

   

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