ComplaintsforKraft Maid Cabinetry

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered Kraftmaid cabinets through **** *****. We ordered for our entire kitchen and all there bathrooms in our ****. We were told it would a 4-6 week wait for the cabinets by both **** ***** and Kraftmaid themselves. It took over 8 weeks. We finally get the cabinets, and we are missing the entire middle piece for our upstairs bathroom. This piece is where the sink sits so we can not improvise until this piece is sent to us. Kraftmaid is telling us it will be another 3-5 week wait when we already waited EIGHT weeks for these cabinets and they failed to make a crucial piece. This is holding up the closing on our **** because now the countertops, the sink, and the plumbing can’t be completed in this bathroom without that piece. We also had several pieces where the trim doesn’t sit right, the doors are lopsided. We paid for KraftMaid’s top of the line cabinets and spent thousands of dollars and I’m extremely disappointed in the quality and how careless they have handled their own mistakes. For the island in our kitchen, the skin piece they gave us like 3/4 inches thick and not the thinner piece that should go there. This has all been a literal nightmare. We have been living in a rental that we put notice on to be out by the end of the month but now we can’t do that because Kraftmaid missed this piece for our bathroom and it will push out our closing date.

  Business response

  05/15/2024

  KraftMaid is sorry for the damaged cabinet, and we are working on shipping this cabinets ASAP. Right now, we are showing this cabinet delivering it to you by 6/14.

  I have sent this to our plant manager to see what can be done to speed up the assembly process and if we can ship it quicker. 

  Customer response

  05/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  A ship date of 06/14/24 is unacceptable. This needs to be sent sooner. This wasn’t a damaged cabinet, this is for a cabinet that we paid for and ordered back in March that was never made and sent to us with all the other cabinets. We need this cabinet ASAP to close on our **** on time. I’ve also attempted numerous times to speak to a manager, both logistics and customer care have refused to transfer me to a manager. If we wait until mid June for this cabinet we will have waited almost 14 weeks for all the cabinets we ordered and paid for. That is  unacceptable when you received the money for the cabinet and failed to make it. 
  
  Regards,
  
  ******* *******
  
  
  
  
   

  Business response

  05/15/2024

  I understand and KraftMaid is working on improving this date. We have to build it and finish as this is not a stock item. I am sorry but I am not able to confirm a better date until the cabinet is ready to ship.  

  Customer response

  05/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The cabinet should have already been made in the order submitted back in March. I will reject this response until I am given a better date of when this will ship. This is holding up the plumbing and countertops of this bathroom, those things cannot be done for  until this piece is received. Having waited almost nine weeks for the cabinets to delivered and then you all not making a piece that is crucial to finishing the **** has created a lot of stress and anxiety. I will accept the response once I am given a better ship date. 
  
  Regards,
  
  ******* *******
  
  
  
  
   

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased KraftMaid cabinets from Home Depot store #**** on 11/12/2023. The total price for the cabinets and countertops is $26,182.49 which I paired in full on 11/12/2023. The cabinets were delivered 12/19/2023. I cleared a space in my by garage (removed my vehicle) to store and inspect the cabinets. I completed inspection of the cabinets within 7 days and sent a reply to HD, per the instructions on my paperwork and the design consultant. HD brought in Dan *******, the KM HD Representative and Mr. ******* and Mike, a HD Assistant Store Manager. Both came to my home and inspected the cabinets and determined what pieces had to be reordered and which could be fixed by the furniture medic. During this inspection I told both of them I wanted the cabinets to pass inspection before I would install them, I wanted the furniture medic and replacement pieces received bc I could not be without a kitchen for an extended period of time. The damage to the cabinets which caused them to fail inspection consisted of dents to doors and frames, crack in a frame, paint rubbed off in corners, unevenly applied paint, hard bumps on the surface, and a pull out glide not being square. I received replacements which also had the same issue as the original order and more replacements were ordered that have the same issues. Mr. ******* told me via email on 3/29/2024 KM will not fix the cabinets until after I install them. I refuse to install cabinets that have not passed inspection and requested KM to fix prior to install or to take the cabinets back and issue a full refund. KM nor HD are returning emails or calls. The lack of quality control and shipping methods results in the delivery of consistently poor quality cabinets. The cabinet sample shown to me at HD when I made the purchase did not have any of the defects the cabinets I received have. I’m not satisfied with the cabinets nor KM or HD customer service.

  Business response

  04/02/2024

  The replacement parts should be reordered. The reason for the furniture medic to do the work after everything is installed is because your installer could damage the cabinets when they do the installation. Then this becomes an issue, and we have to send the medic out again because of the installer damage. This way everything is now complete, and we only inconvenience you one time instead of doing this work twice. If you are requesting a full refund this would be something you would need to discuss with the dealer and return the kitchen to them. 

  Customer response

  04/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  The cabinets have yet to pass inspection. KM has delivered 2 orders of replacements with consistent defects. I will not install the cabinets until they pass inspection and if KM refuses to correct the cabinets before install KM can pick up the cabinets and refund my the cost of the cabinets  

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

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The cabinets are chipping and peeling. The cabinets look horrific as if they are over 20 years old. They are less than a year old.

  Business response

  03/06/2024

  Hi ********

  I was able to find the conversation you had with our care rep, The pictures you have attached are showing dents, scratches and moisture damage from use. The Kraftmaid quality team is not seeing any manufacturing defects within the pictures. The store should have told you that paint sits on top of the wood and any damage to the paint needs to be repaired right away or moisture will get under the paint and lift it. I also see that the care rep did go outside the warranty policy by offering you some replacements. Kraftmaid is helping with the product, but the install of the new item would be something the store or you can hire a professional installer to help you. I am sorry but there is no defect with the product so the request for a full kitchen refund is not something can help you with; Kraftmaid owns the cabinets, and the money request would need to go back to the store where you bought the cabinets from. Please reach out the care rep if you wish to get some replacements.  

  Customer response

  03/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The cabinets are peeling and chipping to no fault of ours or moisture. The cabinets are chipping and peeling away. Some of the cabinets that are chipping and peeling is no where near the sink or any moisture. Moisture is not causing this issue. These cabinets are less then 1 year old. 

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

• Initial Complaint

  02/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered two replacement hinges on the KraftMaid cabinet website (Order # ********* (aka ******) at cost of $33 for 2 hinges+$10 shipping+$1.98tax=$44.98 total.) The cabinet was originally received damaged from Kraftmaid. They shipped a new door but we had misplaced the original hinges so ordered them from the Kraftmaid website. I was able to match hinges to the ones that came on cabinets via the photo of the part as depicted in the image for the part on the Kraftmaid website. The photo and description of the part ****** was a match to hinges that came on the original Kraftmaid cabinets. The parts and shipping were expensive considering only two hinges and the order was fulfilled by ************. I am assuming Kraftmaid using ************ for this type of parts service. The hinges I received do not at all match the ones as depicted on the image of the part I ordered. They are of lesser quality and do not have ability to adjusted position of door via little adjustment screws to the extent of quality of one that showed in part image when I ordered and to extent of existing hinges that came with the cabinets. However, ************/Kraftmaid will not honor a full refund of product and shipping costs even though they did not send part as shown to me online when ordered. This seems totally unfair and I am now stuck with the shipping costs for a part I wouldn’t have ordered in the first place if Kraftmaid represented the true part image online when ordered. I discussed with ************ Customer Service via email (and included photos of the part image on the Kraftmaid website & the actual part received) and they just will not honor the full refund with shipping even though the part was misrepresented on behalf of Kraftmaid and ************. I am disgusted and feel helpless as a consumer stuck with overly expensive hinges of lesser value and feel taken advantage of and would like $44.98 returned to me plus free shipping to return parts to them. (See 3 photos)

  Business response

  02/02/2024

  KraftMaid is sorry this happened. We will look into some option to help resolve this issue. 

  Customer response

  02/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Kraftmaid has not provided a resolution.  I would have never ordered two hinges for the price I paid if the hinges did not appear to be a match to what was originally on the cabinet and I should not be out any of the full amount I paid, including shipping and tax.  I would like to understand the resolution and have it acted upon by Kraftmaid ASAP.  Thank you.
  
  Regards,
  
  ***** *******
  
  
  
  
   

  Business response

  02/07/2024

  Hi 

  This order has been credited back to your credit card. 

  Thanks 

  Customer response

  02/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint quite yet.   I do not see a reimbursement on my credit card yet, but once we do, then we can agree to close this complaint. Thank you so much for helping us resolve this issue. 
  
  Regards,
  
  ***** *******
  
  
  
  
   

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 20. 2023 I paid **** ***** ******* $31,355.49 for cabinets. I also paid ****** ************ $8,000 to install them. One tall cabinet door was damaged... i have a pboto...it has been reordered twice... they were damaged too... meanwhile I have a large opening where the door should be...I have been told numerous times ( I do have a log) that it has been reordered or shipped... my patience is running thin. I need someone who can arrange to have this order/I stall completed. Ten months is now u acceptable. Thanks

  Business response

  01/24/2024

  I am sorry for the delay. The last replacement order looks to have delivered to you on Monday January 22. Hopefully this is the case. 

  UPS tracking number is - ******************. Please let the store know if you have any other questions or items, you still need. 

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered top and bottom cabinets in late August and they were delivered late September. There were multiple damaged from cracked styluses to paint chipping and dents. So they reorder the damaged ones and the second shipment came in not until November even though replacement cabinets are supposedly pushed to the front of the line. It took longer to get the replacements than the originals. The second shipment comes in with damaged ones. Same issues from cracks to poor paint job. 6 weeks later the third shipment comes in, again with damaged ones. The damages are progressively getting worse actually and they claimed these would be going through multiple inspections which was also their reasoning why it took much longer. Now there are two cabinets that kept coming in damaged that have held up finishing the kitchen (trim, crown molding, backsplash). Those replacements, on shipment 4, arrived today...damaged worse than any others. You can actually see putty where they just stuck it over chipped paint without even trying to blend it on the front of the doors. It's been 5 months I haven't had a complete kitchen, with dishes piled in another room, my garage a mess and many other issues. Kraftmaid has done nothing but make up excuses and apologize.

  Business response

  01/22/2024

  KraftMaid is sorry that these cabinets keep coming damaged. This is not what we want to happen.

  The request for compensation is not something we can help you with as you bought this through a dealer, and they would have to address the issue of any compensation offer. KraftMaid owns the cabinetry, and we will send this to our sales rep to work with the store on getting you a new order of replacements. We will also be sending this to our plants quality team to review and make improvement to our processes. 

  Customer response

  01/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  “Sorry for the delays” doesn’t fix any problem. 
  Regards,
  
  ******* *******
  
  
  
  
   

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have ongoing quality issues with my kitchen cabinets. They were purchased in 2020 from ****** **** ******** **** **** ******* ******** ********* ** *****. I was told that this one of the highest quality products turned out to be completely false. I had a lot of missing, incorrect and defective parts received initially. The issue continues and I had to replace toe kicks using extra material previously provided once already. They have deteriorated again in just a few months. I am the only person using the kitchen very slightly on a part-time basis less than 10% of the time. This issue is strictly due to the very low quality of materials. I request full replacement of defective parts both material and labor and 50% refund ($6000) of the amount I have paid. I was promissed that this kitchen will last 20+ years but due to such low quality of this product, I will need to replace it much sooner. Purchase receipt and pictures of damages attached. I made many attempts to get help from both ***** and Kraft Maid contacting both by phone, email and in-person with no result.

  Business response

  01/11/2024

  KraftMaid has reviewed our system, and we are not finding ongoing quality issues with your kitchen cabinets, The ***** store and KraftMaid have provided you all the items needed to complete your kitchen when you purchased it. The KraftMaid quality team has reviewed the attached pictures and found no manufacture defects with the product. The pictures are showing peeling from moisture from mopping. This is caused by moisture sitting or getting under the cabinetry from everyday use. These areas can be repaired with a touchup pen, or you can hire a touch up person to do the work. If you want to hire a touch up person KraftMaid recommends "**************.com" and they will come to your home and give you a fair bid to do the repair.

  Please work with the ***** store if you would like to order a free touch up kit and a free Toe Kick board to repair the damaged areas. KraftMaid is not able to address the request for a refund of 50%-$6,000.00 as this would be a ***** store question. 

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The laminate is separating from the wooden substrate. The cabinets had a life time warranty. I've e-mailed the company twice.

  Business response

  12/22/2023

  It looks like the color and door style you have is not available anymore. There is an open case on this request in our system. We will continue to work on a solution for you and someone will follow up with you with options.

  Customer response

  12/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  

  I have received 2 emails in the past promising me a resolution in the future. Months have past with no further progress or communication from the company. I want to know when I can expect a repair to my product and exactly what that repair will be.  

  An open ended response date is not acceptable. 

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

  Business response

  12/28/2023

  Thank you for the opportunity to address Mr. *****’ concerns. We, as the cabinet manufacturer, agreed to replace two doors as a courtesy. Due to the discontinuation of both the door style and the finish it does take time to locate a vendor that will be able to produce them for KraftMaid Cabinets.

  Our production facility has been contacted to obtain an updated status on the two replacement doors. However, the production facility is currently closed for the upcoming New Year’s holiday. We will be able to provide an update to Mr. ***** the week of 1/8/2024.

  Customer response

  12/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The cabinets purchased had a lifetime guarantee. I do not consider this a courtesy repair. I want Kraft Maid to honor their warranty. I've contacted this Kraft Maid August 26 and and in October 5th.

  I still do not have a date for repair or replacement. It should not take 3 months to make replacement doors. 
  
  Regards,
  
  ******* *****
  
  
  
  
   

• Initial Complaint

  10/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We Purchased kraftmaid peppercorn stained kitchen wall cabinets from Lowe’s store in oldsmar fl store #2639 on may 5th 2023 when Walter the installer put the cabinets in he was shocked at the stain inconsistencies and the clear coat finish.the cabinets had blemishes,blushing,chipping and fogginess in the clear coat, I had the kraftmaid rep ray who oversees the central Florida area and the lowes sales associate dean to my house and showed them the problems, they where no help.the kraftmaid guy said (it’s not that bad).so I called the customer complaint line complaint #********,no help from them,next I went to speak to the Lowe's # 2639 store manager named ray k****** no help from him either,just lies about not being able to help which I found out from others is not true, he can easily fix the problem.next I called a #877-505-4923 provided by Lowe’s store manager K****** and spoke to a person named josh and emailed him pictures of the cabinets,And had previously emailed photos to others to no avail I do not want anything free or discounted I want these cabinets taken out and replaced with painted ones, I don’t trust the staining or clear coating process done by kraftmaid and don’t want to have this happen again. we also installed a painted kitchen island and that had minimal issues please help me I am getting no help from the store or the customer service people.I found it interesting no one wanted to talk to the installer Walter with 45 years experience,and seems to be a ethical and honest person

  Business response

  10/10/2023

  Hi ********

  KraftMaid is sorry for the issue with the finish. I was able to discuss the issue you have with our sales representative who did the site visit, and KraftMaid did offer replacements of the product. Our KraftMaid warranty policy is to replace or repair any defective product like for like. We are not able to offer you replacement product with a different finish as this would fall outside our KraftMaid warranty guideline. If you wish to get the replacement product ordered, please contact the store or reach out to our sale representative.  

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase kraftmaid cabinets because I thought they were high quality. The kitchen cabinets and island cabinets were delivered in January 2020 and by this time I knew I had made the worst decision to buy Kraftmaid, cheap kraftmanship all around! Right after the 10th months of cabinets installation, the cabinets door face begun to crack in the corners (bubbling effect) and paint will come off. When I called the company, door replacements were shipped. After 18 months I encountered the same problem, and I asked about the warranty offered by Home Depot (I was fooled by the life time warranty by the sales rep at Home Depot) and when I called Kraftmaid I was told that it’s a normal tear and wear condition and no replacements will be provided. Kraftmaid perfectly fine with letting defective products leave their warehouse but not quick enough to take care of their consumer complaints. At this point, it's a matter of time that these cabinets will cheap away due to poor kraftmanship, design and quality control. I find many many complaints dated 3 years old and this company still not fixing the issue, still selling, and casuing consumer dispair. I am requesting for Kraftman to take responsibility and replace the damage items, or provide a refund. Here are some pictures.. bad experience.

  Business response

  09/20/2023

  Hi ******

  I am sorry this is happening to you.

  I am not sure if this was ever talked about, but paint sits on top of the wood and will move when the wood does. Even when the wood is sealed with stain or paint the wood will still move with moisture or dryness in the air.

  This is normal wood characteristic. This will also cause joint lines to be visible. This is not a defect with the product. 

  Pictures sometimes do not show all issues, so please contact the store and request a site visit from our sales rep in your area. This person will make sure it is normal movement or if there is a defect that would require us to replace some front. 

   

  Customer response

  10/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  I have reviewed the response made by the business in reference to my complaint and I have determined that their response 

  does not resolve my complaint.

  
  

  After filing my complaint, I noticed that there are 44 official complaints filed with the BBB - this says a lot about the company in question.

  
  

  Kraftmaid should accept a level of responsibility on the defect in the manufacturing of the cabinetry, instead the company is ignoring

  consumer complaints including mine with their vague answers blaming the water, moisture, etc. It's unacceptable.

  
  

  I am requesting that Kraftmaid should replace the items in question and ship the parts immediately.   Another option will be that

  Kraftmaid can arrange for a customer touch up repair at my home at their expense to repair the damages.  

  
  

  Sincerely,

  
  

  ****** *******

  ************ 

  
  
  
  
   

  Business response

  10/05/2023

  Hi

  Wood being a natural material is affected by and reactive to environmental conditions. Specifically, temperature and humidity may cause the wood to swell or contract. The more extreme the climate, the more pronounced swelling and contracting may be. Unfortunately, this is not a characteristic that can be mitigated by any manufacturing process. Wood does not expand or contract in a uniform manner and is dependent upon many factors such as density of the wood, direction of the grain, etc. with the end result being that each individual piece of wood comprising the doors or drawer fronts may expand or contract at different rates and to different degrees. This is a natural characteristic of wood, not a defect, and is to be expected in any wood product. As each individual piece of wood expands or contracts, the joints where the pieces of wood are joined may become visible and may develop gaps at times, depending upon environmental conditions. The only way to minimize this is to maintain a constant temperature and humidity level. Repairing these items with a touch up pen or a can of spray finish will also help these areas. We will approve a touch up kit and a can of spray finish if you would like to have this on hand for future movement. Please work with the store and our sale rep for these items and they will help with an order. If you are not comfortable doing any of these repairs, you can contact FurntureMedic****, and they will do the repairs for you at a fair price. 

*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. ↩