ComplaintsforCabinets Bay LLC

• Initial Complaint

  10/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 8/30/2022 I purchased a cabinet order that was delivered to our warehouse. I there was no damage from shipping and therefore no cause to open every box. The project started on 10/24/2022 and when the product was unboxed we discovered a major problem with the finish. I contacted customer service immediately and was told that I was out of my timeframe to resolve any issue but they would work with me on replacing pieces. This would be acceptable if it was one piece however its not acceptable when its multiple pieces in every box that's open and the quality is not what I expected or represented. Cabinet finishes are uniform look and as everyone knows with paint, replacement finish could vary slightly and not acceptable for a multi thousand dollar cabinet order. I ask for a full refund and I would send the product back and re-order from them. This was not an acceptable solution to them.

  Business response

  11/11/2022

  Hello,
  
  Since the holiday season is already in swing, it took me some time to collect all the evidence and prepare a detailed answer to this claim.
  I will send additional details with attachments to ***********@mybbb.org because I cannot upload them.
  
  First, refer to the invoice with a copy of our policies that the customer paid and accepted on 8/30/2022.
  
  The customer received the order on 9/12 at his warehouse, signed the POD without mentioning any issues, and moved all the received items himself to the job site.
  Six weeks (42 days) after receiving the order, the customer provided us with three pictures of the assembled cabinet (on 10/24), asking for a full refund for a $9k+ order.
  Even though I was willing to help the customer, he threatened me with a charge-back, losing our business relationship and a claim with a BBB on the same day. 
  
  After reviewing the provided pictures, I assumed there might be an issue with the edge banding on some plywood panels but NOT WITH THE CABINET FINISH since the cabinets are painted using commercial ******************************* paint.
  However, since the cabinet was assembled and the customer purchased ready-to-assemble cabinets - it is hard to tell if this possible imperfection was related to manufacturer defects or assembly damages at the job site.
  
  Therefore, I advised the customer that we could provide him with a replacement edge-banding tape for this one cabinet. It is about a 30-40 minute job for the carpenter to replace the edge banding.
  Moreover, if he has any issues with the cabinets that were not assembled yet - we are ready to replace any faulty parts if he provides us with the complete list of issues and pictures of each issue from the list.
  
  The customer contacted me on 10/26 with the only photo under the "*****" name. I forwarded his e-mail and the picture to the cabinet manufacturer on 10/27, and they requested more details, as I did on 10/24.
  Nonetheless, they were ready to replace one of the panels with an imperfect edge if needed.
  
  The customer was also advised that the edges are protected with clear plastic to ensure less damage - you can see in the picture "*****" that the protective plastic has not been removed yet.
  
  I forwarded the e-mail from the cabinet manufacturer to the customer on 10/27 and never received a response. On 10/31, the customer initiated this claim.
  Unfortunately, today is 11/11, and I did not receive any updates from the customer.
  
  The critical thing to note - the customer never provided any proof of the issues with the cabinet finish, but only with some cabinet edges.
  The cabinet edges are covered with PVC, which has nothing in common with the cabinet paint on the sides and other exposed parts, such as doors/drawer fronts.
  
  As for the following statement - "replacement finish could vary slightly" - this is the customer's assumption, but not the fact.
  The cabinet manufacturers we work with follow all the **** and **** standards. We never received any claims regarding the issues with the replacement parts finish.
  Furthermore, the same customer accepted his replacement parts or cabinets for his previous orders without any issues.
  
  We have been working with this customer since 2021. So he knows our shipping and returns policies.
  All the previous orders placed and claims submitted by this customer were served promptly because he was following our guidelines.
  
  We follow industry standards and our partner's guidelines - shipping carriers and cabinet manufacturers.
  We are ready to replace any defective parts if the customer can provide proof of the manufacturer's defects and the list of issues and confirm that the products are still not assembled.
  
  Unfortunately, we will not be able to provide a customer with a refund or accept his return due to the following reasons:
  
  1) The claim was submitted 42 days after the order was delivered;
  2) The most of provided pictures are reflecting assembled cabinet(s) that the customer or his employees could damage while assembly;
  3) Since the products were moved from the customer's warehouse to the job site by the customer - there are no guarantees that mentioned issues were not caused in transit while the customer moved the products to their final location;
  4) I firmly believe that BBB is a platform created to ensure that both parties of the deal are protected as long as they follow all the accepted or advertised guidelines.
  We performed all the merchant's obligations advertised on the website - the products were shipped and received on time, and all the customer's requests were served promptly.
  
  We can still work with the customer on getting the replacements for his latest order.
  
  Let me know if you have any additional questions.
  
  Thank you!
  

  Business response

  12/08/2022

  Hello,
  
  The customer did not follow the store policies he agreed to. We offered the resolution to the customer in collaboration with the cabinet manufacturer and never received any list of particular issues with evidence.

  Therefore, my response remains the same. Please read a copy below since it is included all the key points and answers to the additional questions.
  
  The customer received the order on 9/12 at his warehouse, signed the POD without mentioning any issues, and moved all the received items himself to the job site.
  Six weeks (42 days) after receiving the order, the customer provided us with three pictures of the assembled cabinet (on 10/24), asking for a full refund for a $9k order.
  Even though I was willing to help the customer, he threatened me with a charge-back, losing our business relationship and a claim with a BBB on the same day.
  After reviewing the provided pictures, I assumed there might be an issue with the edge banding on some plywood panels but NOT WITH THE CABINET FINISH since the cabinets are painted using commercial ******************************* paint.
  However, since the cabinet was assembled and the customer purchased ready-to-assemble cabinets - it is hard to tell if this possible imperfection was related to manufacturer defects or assembly damages at the job site.
  
  Therefore, I advised the customer that we could provide him with a replacement edge-banding tape for this one cabinet. It is about a 30-40 minute job for the carpenter to replace the edge banding.
  Moreover, if he has any issues with the cabinets that were not assembled yet - we are ready to replace any faulty parts if he provides us with the complete list of issues and pictures of each issue from the list.
  
  The customer contacted me on 10/26 with the only photo under the "*****" name. I forwarded his e-mail and the picture to the cabinet manufacturer on 10/27, and they requested more details, as I did on 10/24.
  Nonetheless, they were ready to replace one of the panels with an imperfect edge if needed.
  
  The customer was also advised that the edges are protected with clear plastic to ensure less damage - you can see in the picture "*****" that the protective plastic has not been removed yet.
  
  I forwarded the e-mail from the cabinet manufacturer to the customer on 10/27 and never received a response. On 10/31, the customer initiated this claim.
  Unfortunately, today is 12/08, and I did not receive any updates from the customer.
  
  The critical thing to note - the customer never provided any proof of the issues with the cabinet finish, but only with some cabinet edges.
  The cabinet edges are covered with PVC, which has nothing in common with the cabinet paint on the sides and other exposed parts, such as doors/drawer fronts.
  
  As for the following statement - "replacement finish could vary slightly" - this is the customer's assumption, but not the fact.
  The cabinet manufacturers we work with follow all the **** and **** standards. We never received any claims regarding the issues with the replacement parts finish.
  Furthermore, the same customer accepted his replacement parts or cabinets for his previous orders without any issues.
  
  We have been working with this customer since 2021. So he knows our shipping and returns policies.
  All the previous orders placed and claims submitted by this customer were served promptly because he was following our guidelines.
  
  We follow industry standards and our partner's guidelines - shipping carriers and cabinet manufacturers.
  We are ready to replace any defective parts if the customer can provide proof of the manufacturer's defects and the list of issues and confirm that the products are still not assembled.
  
  Unfortunately, we will not be able to provide a customer with a refund or accept his return due to the following reasons:
  
  1) The claim was submitted 42 days after the order was delivered;
  2) The most of provided pictures are reflecting assembled cabinet(s) that the customer or his employees could damage while assembly;
  3) Since the products were moved from the customer's warehouse to the job site by the customer - there are no guarantees that mentioned issues were not caused in transit while the customer moved the products to their final location;
  4) I firmly believe that BBB is a platform created to ensure that both parties of the deal are protected as long as they follow all the accepted or advertised guidelines.
  We performed all the merchant's obligations advertised on the website - the products were shipped and received on time, and all the customer's requests were served promptly.
  
  We can still work with the customer on getting the replacements for his latest order.
  
  Let me know if you have any additional questions.

  Customer response

  12/20/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  As previously stated, most of the edge banding is discolored and poorly done and it is not my responsibility to repair a poor quality product.  I offered a solution in my last response to continue moving forward with future business. The public view of these responses are there for future customers to decide if they are satisfied with the way this was handled.  
  
  Regards,
  
  *****************************
  

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