ComplaintsforShowplace Cabinetry

• Initial Complaint

  04/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We bought our kitchen cabinets from a vendor store that supplies showplace cabinets in Mount Clemens, Michigan in the middle of 2021, although the kitchen installation took much longer than what was told to us. The cabinets eventually came late 2021. So the cabinets are about 2 1/2 years old. The cabinets are not holding up well at all. We were led to believe by the vendor that the cabinet were made of wood, plywood to be specific. The body of the cabinet is made of partical board. The inside middle part of the shaker style cabinets door is mdf board, as is the panel used to surround the fridge. The outside thicker part of the cabinet door is actual solid wood. The mdf board was placed right next to to a board where the dishwasher is. You can see in the picture attached that the white board is swelled up, but the wood finish is not. The wood finish I believe is partical board, the white panel is mdf. The paint will come off the cabinets very easily If you accidentally scratch it. You have to be incredibly careful when cleaning the cabinets not to take the finish off. You also cannot spray cleaner directly onto the cabinets because the painted cabinets edges are not sealed, the middle of our white shaker cabinets are not only mdf, but they aren't sealed with anything waterproof to protect. I have done further research on common materials cabinet makers use and these are some of the lowest quality cabinets out there. **** *******, the manager at showplace cabinetry was super condescending and did not care about our issues at all. I thought maybe contacting showplace directly I would get farther than I did contacting the vendor directly. We received a cabinet that measures different then what was said in our contract. I asked matt if he could just let me know where the mistake was made, what the vendor had ordered. He told me I would need a subpoena for that info. He also told me he has a very good relationship with andrea, the owner of the vendor store.

  Business response

  05/02/2024

  Hi ****** 
  In receiving this BBB complaint, we touched base with our dealer who worked with you on your kitchen project. As you know, we are the manufacturer of cabinets and are not involved with how you and our dealer navigate discussions surrounding what our cabinets are made of, measurements, design, layout, normal wear and tear and cabinet care/how to clean your cabinets.

  
  A few things to note and address some concerns you shared: 
   1. Wood cabinets are not waterproof, and we have never advertised or promoted our products as such. There are few, if any, manufacturers that provide waterproof cabinets and if they are, they're primarily for outdoor use. 
   2. Cleaner should never be directly applied to cabinets. That goes against all cabinetry care instructions we and our competitors have out there. You can see some of our tips – see here. 
   3. Depending on your personal use, normal wear and tear on painted cabinets is considered scratches, dents and other nicks that can be touched up. We have an article on our website on what to expect with painted cabinets - see here. 
  

  We’d encourage you to go back to your dealer and find a way to work this out, as it seems this is an attempt to go around them. The dealer offered to help with part of your complaint – see attached email. If you have not already, I’d encourage you to discuss your other issues with the dealer as well and they will help determine if it’s normal wear or tear or can be addressed through a warranty claim. 

  
  Thanks, 
  ****** 

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -A paint match was agreed upon July, 2023 1. Without consulting us, the company created refrigerator panels that do not adhere to the design of the kitchen. They created the panels with an unnecessary number of raised panel details. Note: this was unnecessary because the doors will be attached to the refrigerator. 2. By the local contractor representing Showplace, we have been charged $2200.00 for the 4 panels. ($1500 down payment so far). When the design came to us incorrectly - they asked us to pay more for the reconstruction. 3. Even the incorrect panels came in disrepair. I submitted this request by email to Showplace: To correct this problem please provide the 3 following at no additional cost: **2 French door panels constructed with smooth hardwood frames to accommodate the Signature Built-in refrigerator Model # ************* in SW Linen match as agreed. Since you are committed to not providing door panels without a cross bar- please align the panels with the cabinet to the left (Note: it should not be customer responsibility to provide the dimension) Photo attached **A drawer panel with one raised panel (Covington) OR. slab style with SRDE edge to accommodate the Signature Built-in refrigerator Model # ************* in SW Linen match as agreed. (picture provided is a 38” drawer, wider and higher than needed panel) Photo attached **Finally - 48” piece of matching toe kick to finish the bottom- in the SW Linen match as agreed. This I will pay for as it was not in the original agreement. **I will keep the freezer door panel previously sent. Note to BBB: So far, I have had no response except that one Showplace Rep, Scott Lasher, has blocked my emails.

  Business response

  10/23/2023

  Showplace Cabinetry is a semi-custom cabinetry manufacturer that builds cabinetry and accessories to order via our network of dealers across the country. The dealer is responsible for local customer service including measurements and design. The contract between pricing and costs is between the homeowner and dealer, we are not privvy to that agreement. In this specific case, the original doors were built to order, so there was no error on our end, and as the homeowner stated, they did not end up liking the look. The dealer has ordered replacement doors and components to complete this project. to We are not aware of specifics regarding additional charges. Also, as it relates to our territory rep blocking the homeowner, that is not true. The email address was incorrect and therefore he never received any emails. We hope the homeowner finds that there is resolution in this matter and continues to communication with their dealer on timing and cost as we are just the manufacturer and have made the pieces that have been ordered from us!

  Customer response

  10/25/2023

  I appreciate the response. 10 days is a bit soon to close the complaint - as I do not have an approximate date of completion and delivery. I am assuming the panels will arrive - correctly  constructed and painted - in a timely fashion. 
  

  The local contractor has been in touch and claims that he will personally pay for the panels. I don’t feel he should have to absorb that cost and hope Showplace is working with him on that detail. 
  

  Thank you for responding. 
  

  Please note: my email account stated clearly that the email had been blocked. If that message came in error, my apologies as that motivated the need to submit a complaint. See attached screen shot. 

• Initial Complaint

  01/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ABSOLUTELY BEWARE! I installed Showplace painted cabinets in May 2021, with a total cost of $******. By Feb 2022 they were chipping. Ever since, have been trying to work with the supplier and Showplace's rep to understand and rectify the issue. And the problems are getting MUCH worse. The paint literally will peel off if you use gentle painter's tape or even run your soft finger over an edge. It looks as if my cabinets are 20 years old and I am an extremely light user of my kitchen. My contractor and Showplace's own painter who assessed the situation agree it is adhesion problem. But Showplace keeps coming up with one excuse after another for not having any responsibility. They are claiming that mine is a "unique" issue* *** *** * *** ******* ** **** ***** ******* **** **** **** **********. There clearly is a manufacturing defect on painted cabinets. And Showplace does NOT stand behind its warranty. It's really disappointing because I love my kitchen overall and the cabinets are so functional. Sadly, if you are in the market for painted cabinets ... buyer beware. I am happy to share details and more pictures of what I have been experiencing. This is just a sampling.

  Business response

  01/09/2023

  We are aware of Jill's concerns and have been working with our rep and dealer on how to resolve this issue. Showplace is an employee-owned cabinet manufacturer ** ***** ****** and we take pride in our work and what we produce for our customers. All concerns from our dealers, reps and end-users are taken seriously and reviewed to ensure there is no manufacturing defect. We are saddened that we have an unhappy customer.
  
  The "middleman" being referenced is our territory rep who services the ************* area. We use territory reps across the country to service our dealers and help with any direct-to-consumer situations when needed. Neither he, nor we, have been stalling. He has visited the home many times since the dealer notified him of any disappointment in the painted finish. Between the site visits, shipping a door back for adhesion testing, ordering replacement parts, waiting for painters to visit the home, the homeowners schedule, holidays, sickness, etc. Everyone has been working hard to keep this process moving. There has been no stalling by anyone on behalf of or at Showplace.
  
  Our warranty covers material or workmanship defects and not regular wear & tear, which includes paint chips, stains and peeling on painted cabinets from personal use. Our dealer, who sold the cabinets, and our territory rep have visited the home multiple times and initially found the damage to be normal paint chips from wear, tear and personal use. As the visits went on more damage seemed to be popping up. To ensure it wasn't a finish or paint adhesion issue, the dealer sent a door from the kitchen to us for testing. We, along with our paint supplier performed two tests to ensure that adhesion and thickness was standard. Those tests came back clear, meaning there was no manufacturing, material or workmanship defect. We have not received any other complaints of painted product produced at the same time as Jill's (we produce 700-800 cabinets/day). With our volume of cabinetry production, we would see/hear more issues from cabinets produced at the same time. As of the timing of this response, we have requested Jill let us send in a **************** tech to perform an on-site adhesion test/s to other cabinetry parts (frames/end panels) for finish failure on top of the door already tested.
  
  Chipping, peeling and other surface damage are not considered defective unless a finish test can verify there is an issue with the adhesion formula. Otherwise, chipping, peeling and surface damage can happen to any painted wood within a home, not limited to cabinetry we produce, but also millwork and furniture. Painted wood requires more maintenance and care than stain. Many consumers may or may not be aware of painted wood long term expectations and care needs. We rely on our dealers to communicate and educate homeowners on expectations for living with painted wood cabinets based on the customers selections and lifestyle.
  
  Our painted finish is a multi-step finish and baked on to ensure the best, most durable adhesion, but there is no guarantee that surface damage, including chips, peeling, dents and rubbing will not occur from personal use. Cabinets, like many consumer home products, are not indestructible. Here are some articles from our site, and some others, on painted finish information.
  
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  We hope to find a resolution soon and based on the latest communications, we are getting close. Our last update from our rep was earlier today.

  Customer response

  01/13/2023

  Update to January 13 response (as of 3 pm EST): I just received by email a communication from Showplace committing to some action steps, based on further assessment by ******* ********. I have not had sufficient time to consider their communication prior to meeting the BBB's response deadline, but will do so expeditiously.
  
  In fairness to Showplace, I did want this to be reflected in my claim.
  
  

  Business response

  01/17/2023

  We stand behind our warranty which covers manufacturing defect. Finish defect can be found via adhesion testing. In October of 2022 we, along with our paint supplier, ran multiple finish tests on a door from Jill's kitchen which came back clear of defect. Based on our many years of experience and how our manufacturing operations run, all cabinet parts + doors would have been painted within the same paint batch, therefore testing on the door is representative of the kitchen as a whole. After the results, we communicated to our dealer that we'd still be willing to help them resolve this issue with Jill. We're not sure what communication was had from there with Jill and our dealer as far as potential resolutions between the two parties.
  
  Since then, Jill has been reaching out to us directly via online reviews and this BBB complaint. As of 1/5/23 we asked to coordinate a **************** tech to Jill's home to perform a finish test on cabinet frames as she has expressed concern a door test was not enough and the damage is not just on cabinet doors. The **************** tech visit will ensure that other cabinet part/s are tested onsite for additional verification. After offering to coordinate this testing, we were told that Jill wanted to wait until the second painter had inspected the kitchen. To our knowledge, the two painters have not run any finish testing and are providing subjective opinions based on visual inspection. This is likely because real finish testing causes damage and a painter would not want to be responsible for the damage caused.
  
  As of 1/13/23 we provided a letter (*** ********) with our options to resolve this issue and are waiting to hear from Jill. We would like Jill and our territory rep to be present with the tech so all parties can be confident in the results.
  *** **************** **** ******** ********** ****** ***********

  Customer response

  01/18/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I appreciate Showplace Cabinetry's response of January 13, 2023 and do believe that it represents progress. The company is, for the first time, agreeing to accept responsibility for and take action to remedy defects. I do, however, continue to take very strong exception to the premise that only an "adhesion test" can prove such defects. Several professionals (including a painter representing Showplace) have been onsite in my home and agree that the only way to resolve the continually growing issues is refinishing or replacement. One was able to replicate the peeling of paint using gentle, simple painter's tape (which is produced specifically NOT to peel paint). I cannot, at this point, accept the company's proposed resolution because there are important details that need to be addressed and questions that need to be answered, all of which is laid out in the attached letter that Showplace received today. I remain committed to a process that is fair and thorough and will do my part to bring this matter to a close. I hope to reach that point, soon.

  Customer response

  01/31/2023

  *********** ***********
  Yesterday, January 30, a representative from ******* ******** conducted an adhesion test on the cabinets in my home, per the proposed resolution from Showplace Cabinetry. The test failed on the first round. A copy of the failed test is attached; it involves using a thin device to make hatch marks in the surface of the cabinet then applying and removing an industry standard specified tape to see whether or not excess paint comes off. A pass is no paint beyond the thin hatch marks. Very clearly, in my case, more paint came off indicating an adhesion failure.
  
  According to the proposed resolution from Showplace, the company now is to assume responsibility for a complete (i.e. stripped to the wood and repainting) refinishing, by the refinisher of my choosing (which I've already shared with them; the professional was onsite for the test). I am now awaiting confirmation from Showplace that next steps are resolved.
  
  I have said, for months, that there is a serious issue with my cabinets. Two professionals - a painter representing the company and a refinisher/painter with decades of experience from my area - both assessed the situation in person and concluded that the issue is related to adhesion. Showplace continued to question any responsibility and found one excuse after another for not fulfilling their warranty, up to and including a claim that the problems were being caused by the environment in my home.
  
  February 4 is the one-year anniversary of the first date on which I raised this issue with the dealer from whom I purchased the cabinets. It is time for Showplace to resolve this and demonstrate that their's is a company that is honest and trustworthy.
  *** **************** ************

  Customer response

  02/10/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  While progress is being made, Showplace continues to drag out this process and send mixed messages. Unfortunately, none of the options presented fulfill the commitments they have made. Two are completely untenable as, while they will lower costs for Showplace by eliminating onsite refinishing of doors and drawer fronts, they create a nearly certain likelihood of inconsistency with some work done by Showplace in the plant ** ***** ****** and other work done by hand here in my home. The processes, product, and materials will be different and, therefore, there is no way to guarantee an acceptable outcome.
  
  The third option is reimbursement to me for part - but not all - of the identified costs for the project. Showplace has assured me on several occasions, in writing and through the local representative, that they accept FULL responsibility for FULL costs, including ancillary costs like removal of appliances, touch up painting on walls and ceiling if necessary, and clean up. Further, Showplace has not agreed to cover actual costs, only estimates which are difficult to nail down (for example, how can we know how much touch up painting will be required before the work is done?).
  
  In terms of Showplace's suggestion that they were not "allowed" to fully conduct the in-testing, this is patently false. In writing and in conversation with their local representative - before the test was conducted - I asked specifically how a "fail" would be determined. I was told that if a scoring is done and excess paint is removed it constitutes a fail. Period. According to the proposed resolution which Showplace laid out - requiring the onsite test - if there was a failed result, they would assume full responsibility for a full refinishing of my cabinets. Period. Because the test failed on the first round, here wasn't any need to test multiple areas. Nonetheless, after the representatives from ******* ******** and Showplace stated "with 100% certainty" that the test had failed, I made VERY clear that they were free to complete any additional assessments that would be helpful, especially in determining a possible cause of the adhesion failure. In fact, additional testing was completed. If they would like to send the ******* ******** representative back to my home for another round of testing for the benefit of additional learnings for them, they are welcome to do so. However, under the process and criteria that Showplace set out, no further "evidence" needs to be gathered to demonstrate that there is a serious manufacturing flaw that must be rectified.
  
  I am having to invest an extraordinary amount of time in getting this matter resolved. I have done everything I can and that has been asked of me, up to and including conducting the in-home test which Showplace insisted be done even after professionals agreed that the issues I've been having are a result of flawed adhesion. It is time for Showplace to do what is right and fulfill their obligations.
  
  Though it has taken far too long and has been far too frustrating, I believe we are getting close.
  

  Business response

  02/16/2023

  It sounds like a resolution has been dedcided upon: The cabinets will be sanded and repainted by a contractor Jill selected. The details of the paint contractor's estimate and pricing has increased since the original quote provided in late December, so I believe we're trying to get clarity on the changes in the estimate to determine the amount in confidence. Ultimately, Showplace has agreed to pay Jill directly based on the estimate provided by the contractor & cleaning service, then she can pay those vendors and be confident/manage their quality of work meets her satisfaction.

*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. ↩