ComplaintsforSuperior Custom Cabinets Inc

• Initial Complaint

  03/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered custom cabinets from Superior. They were delivered in April 2022. There were numerous issues with our cabinets. They delivered a damaged drawer which had to be fixed. They incorrectly designed the sink cabinet, which did not fit our sink and had to be fixed. This was corrected. They delivered the incorrect brackets for the cabinets which were also fixed. In December 2022 we informed Superior that the pantry door was also incorrectly sized. The middle attaching bar was in the wrong spot, and the cabinet doors did not fit the brackets. We explained to the service tech, who came out exactly what was wrong with the door. He took it back to resize and correct the attaching bar and doors. They delivered the door a day earlier than they had informed us. They never told us they were coming a day early and just showed up. My husband and I were in work meetings and unable to check their work. We then found that the pantry doors still had not been corrected. I contacted Superior again on March 7th, asking them to fix this issue. They did not respond. I emailed again on March 9th. I asked for a refund for the pantry door, given the hassle and that this is the 2nd time they are having to fix it, and the third time that something has been wrong with the cabinets. They did not respond to my refund request. Cabinet measurements were completed by their employee.I would like a refund for the pantry door as, at this point, the amount of hassle is absolutely unacceptable. I voiced my concerns to one of the owners in May of 2022. He treated me disrespectfully, yelled at me on the phone, and asserted that his company had done nothing wrong. They have a satisfaction guaranteed promise, and I am far from satisfied with this long, drawn-out process. There have been no apologies or accountability from Superior. This has been burdensome as the customer to constantly have to follow up with them about errors. They have been rude, unprofessional, and delivered poor quality work.

  

  Business response

  03/14/2023

  At the start of all jobs, we inform our customers that they will need a contractor and/or installer. This customer decided to do a self-install to save money, meaning they would be acting in place of a professional installer.Unfortunately, they did not understand how to install cabinets, so we tried and are continuing to try and walk them through this. There was one drawer that was dinged during delivery, which we fixed, as well as made the sink cabinet fit their sink. Typically, an installer would trim the sink cabinet to fit the fireclay sink. We have tried to help during the process multiples times, and we are still helping them today.
  
  The pantry frame was supposed to be corrected before the holidays,but we were snowed in and had to reschedule their appointment. They were not home during the rescheduled time frame, so it was asked to be dropped off. After it was dropped off, they stated it still does not work so our team is going back out yet again to see what the issue is. Its possible this is an installer error again. We offered to have our service technician come out again on the first date we had available, however the date did not work for the customer, so our service technician is scheduled to go out to their residence on March 31st to assess the issue.  
  
  

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