ComplaintsforThe Cook's Station

• Initial Complaint

  03/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  High-end kitchen appliances were purchased on 4/4/19, with an expected ship date of 6/28/19. Refrigerator, range, double oven, microwave, and dishwasher all received. The initial order was incorrect (no panels for refrigerator) as was the installation of several appliances (range gas line and refrigerator). All remaining parts were received several months after the initial delivery date. The built-in refrigerator was not properly installed by the company, resulting in tipping over on our 13-year-old daughter roughly 2 years after installation. The owner responded quickly to resolve the tipping issue. He provided a new refrigerator in Nov '21, as well a new installation was provided that was now in line with requirements to prevent tipping. The new refrigerator was provided without all the parts. We have continued to request the store provide us with the missing 'toe kick' (that was paid for), yet never received that is still missing from our refrigerator. Our requests have been since Nov.'21 and since January '22, all requests have gone unanswered. When disclosing I would be filing with the BBB to receive our parts, my text to the owner was met with profanity and stating they do not even know who we were, in spite of having a text thread that dates back to 2019. We just want the product we paid for and to be done working with this store. It has been the worst experience we have ever had in working with any store / company.

  Business response

  03/10/2022

  This customer ordered appliances from us in 2019.  We worked directly with the builder during the remodel to get the appliances in place..  When we delivered and installed the appliances - we informed the builder the cabinet openings for the refrigerator and the dishwasher were not to the specifications and the appliances could not be installed as intended.  We placed the appliances in place and installed to the best and installed the appliances . The builder was to fix the cabinet opening and make adjustment to get the refrigerator to install correctly.......he never did it.

   

  A year later we get a call that the refrigerator tilted out of the opening.  The customer called The Cook's Station telling us of the issue & within 2 days we removed the old unit, provided the customer with a temporary refrigerator unit, purchased a NEW unit (a $5K cost we absorbed) and got the customer up and running.  When we showed up at the house to pull the old unit - we discover that the issues discussed a year ago were never corrected and the anti-tip brackets were secured with small screws that did not hold.  So, when the customer opened the both doors and pulled out the freezer drawer, the unit tipped out of the open and was damaged.  The damage caused was not our fault......it was caused by the builder not getting his cabinet maker to fix the rough opening and providing areas to secure the anti-tip brackets that were in place.  We told the homeowner about this issue and he told us that the builder and cabinet maker will get the refrigerator fixed prior to use coming back out to install the new unit making sure this issue does not happen again.

   

  Due to the current delays in product.....it took 4-6 weeks to get the new refrigerator unit, but the stainless steel panels for the unit were backordered for another 3 months, delaying the installation of the new unit.   When we returned to install the new unit, we found the cabinet corrections were still not made and the opening is still not correct.  We installed the new unit, Told the homeowner that cabinet opening is still not correct and we are not comfortable with his fix.  Please see our jobsite report (invoice#***).  

   

  The toe kick was on site and left with the homeowner.  He lost the toe kick while waiting for the stainless steel panels to be installed.  I contacted the Manufacturer and they are sending him a toe kick directly......I can not help it if it take more than 3 months to get a toe kick.   

   

  When it comes to language, the customer sent a text to the service director....not a call, not an email, but a text that was so cryptic that it looked like a phony threat.....it just said that they would call the BBB if they did not get there issue resolved....since the service directory does not have EVERY homeowners phone number saved and does not save every TEXT tread gets.....he had no idea who the text was from or what it was about.

   

  We called the Manufacturer today and they are still sending the customer a toe kick free of charge - he just has to be wait until it arrives......the toe kick does not effect the refrigerator operation in any way.  this issue will be resolved, just maybe not on his timeframe.   AND if he has an issue - he needs to call the store and not send texts to employees 

   

  Customer response

  03/13/2022

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find their response one of selective cover-up and unprofessionalism. The toe-kick replacement has now been received from the manufacturer, a few days after providing issue to the BBB.  I consider our complaint resolved in regards to the BBB and will simply chose not to do business with this store moving forward. 
  
  Regards,
  
  ***** ******

*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. ↩