WWYD?!? Big Box Disappointment (Kitchen)

[Anonymous]

Looking for some perspective because this has been really frustrating.

We worked with a big box store design specialist who arranged for measurements through their contractor, and we ordered a full set of cabinets based on the layout they created.

During install, our contractor found a major issue: the design didn’t account for a door swing, so the layout as planned wasn’t functional.

The only way to make it work was to switch to a smaller sink cabinet (otherwise we would have had to redesign that entire wall of cabinets). That allowed everything to fit and the door to fully open—but it threw off the original design, including the sink no longer being centered under the window.

To fix that, our contractor had to tear out newly finished drywall, reframe the wall, and physically move the window so it could be centered over the sink again. Then redo drywall, trim, etc.

As you can imagine, this has delayed the project—we were supposed to be finished this week, but we’re still waiting on the replacement cabinet. We’re also not currently living in the home since we don’t have a functioning kitchen (and can’t even install countertops without the cabinet).

I could deal with the mistake if the resolution felt fair, but here’s the issue:

When we originally placed the order, the designer offered us a free dishwasher as an incentive to move forward. Now the store is counting that same dishwasher as part of the “concessions” to fix their mistake, along with a $100 credit.

That doesn’t sit right with me.

We tried to be reasonable and accept the smaller cabinet as a compromise rather than forcing a full redesign and reorder (which would have been more expensive and time-consuming for everyone).

The store did replace the cabinet, but we’ve still absorbed all the additional labor, cost, and disruption.

At this point, it feels like we’re being left to deal with the consequences of their design error.

Am I wrong to expect more meaningful compensation here? What would you push for in this situation?

Husband is demanding free appliances ($4500) or forcing them to redesign and reorder all new cabinets to make it work. Considering they admitted fault with measurements and design this would likely be more of a headache for them than it’s worth to make us happy.

How can they expect the customer to absorb the costs of their own mistake?!?

What would you do?

-Hangry Mama

[Anonymous]

P.S

If we had used the stores contractor labor and materials would be well over 50k for the original project. We have saved some money using our own contractor - but the problem would still exist if we had used theirs.

[Anonymous]

You are being unreasonable and they probably were working off your or your contractors measurements so you both are to blame. The contractor should have looked it over. Why wouldn't they use a filler to make it center? It was your responsibility to make sure the layout was correct before purchasing.

[Anonymous]

Anonymous wrote:P.S

If we had used the stores contractor labor and materials would be well over 50k for the original project. We have saved some money using our own contractor - but the problem would still exist if we had used theirs.

You finalized the layout before buying. You should have double checked it with your contractor.

[Anonymous]

I agree with the others...this was a contractor mistake and not a store mistake. It's also why you don't go cheap on these things.

[Anonymous]

Anonymous wrote:I agree with the others...this was a contractor mistake and not a store mistake. It's also why you don't go cheap on these things.

The store did the measurements!

[Anonymous]

I'm really surprised the contractor didn't double check the measurements on the other contractor's layout (the contractor through the big box store that made the initial layout). Because you're right, now you're going to be fighting tooth and nail for the store to pay your outside contractor for their extra work and they're never going to do it unless you take them to court.

[Anonymous]

This is definitely their fault and not yours. Whoever posted above that it's not their fault obviosuly works in the industry. I don't know how you can recoup your costs though, the system doesn't give many rights to the homeowner unless you go to court.

We are in a similar situation, with a high end kitchen designer in Bethesda and the very expensive cabinets they sold us. At this point I'm just trying to get them to rectify their mistakes and so we can move on. We probably lost $10,000 in the process that we will never see again.

[Anonymous]

Anonymous wrote:I'm really surprised the contractor didn't double check the measurements on the other contractor's layout (the contractor through the big box store that made the initial layout). Because you're right, now you're going to be fighting tooth and nail for the store to pay your outside contractor for their extra work and they're never going to do it unless you take them to court.

They did measurements prior to installing and flagged the problem ahead of time. The issue I hired him to prep the site before even taking delivery of the new cabinets. So he had to undo work he had already completed + move the window and redo the finishing work.

[Anonymous]

Anonymous wrote:

Anonymous wrote:I agree with the others...this was a contractor mistake and not a store mistake. It's also why you don't go cheap on these things.

The store did the measurements!

The store subcontracts it out and usually its the lowest bidder. Rarely do you get lucky. You and your contractor should have double checked it as they were doing the work.

[Anonymous]

Anonymous wrote:

Anonymous wrote:I'm really surprised the contractor didn't double check the measurements on the other contractor's layout (the contractor through the big box store that made the initial layout). Because you're right, now you're going to be fighting tooth and nail for the store to pay your outside contractor for their extra work and they're never going to do it unless you take them to court.

They did measurements prior to installing and flagged the problem ahead of time. The issue I hired him to prep the site before even taking delivery of the new cabinets. So he had to undo work he had already completed + move the window and redo the finishing work.

He should have done the measurements before ordering the cabinets. That was on you as you didn't communicate well.

[Anonymous]

Op, I’m with you. It’s clearly the store/measurer’s fault. You need to push for the dishwasher. You will probably have to eat the extra charge for moving the window, but get your original deal! Good luck! Hope it resolves quickly and you can move home!

[Anonymous]

Take them to small claims court and I bet they will pay you for the labor and materials.

[Anonymous]

Sounds like Home Depot strikes again.

[Anonymous]

If the BB store did all the measurements and ordering, it ultimately falls on them. I do think it could have been handled better by your contractor but that’s all hindsight.

I would state the facts to the BB store. I would list everything that needed to be done and fixed in order for the kitchen to be as you ordered. I would also provide the additional costs you incurred. After you lay out the facts, I would say: “This needs to be rectified. How will you make things right?”

If their answer is acceptable, take it. If not, escalate.

I’m real sorry you’re going through this. I know how stressful it is. Every job we’ve had done has had its challenges. You’ll work through them and it will work out. In the end, you’ll enjoy your kitchen and it will be a “fun” story and life lesson.