WWYD?!? Big Box Disappointment (Kitchen)
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Anonymous
The customer order specialist began working with us when we started complaining to management about being lied to about ordering the replacement. Our designer told us face to face that she would order the replacement with expedited shipping. We were even told over the phone and email that everything was being taken care of. The lack of confirmation on expected delivery date lead my husband to call the manufacturer, who informed us no suck order was placed. At this point management cut the designer out of the problem solving /resolution process. In her haste to try and rectify the situation, the customer order specialist neglected to match the specifications of reduced depth that the original layout detailed. Regarding the finish issue- prior to payment we reviewed a design overview/“kitchen presentation materials” which outlined the design overview, listing the important things, such as cad drawing of layout, materials needed, color options, wood type etc. This packet was formally emailed to us and presented in person by the design specialist. It clearly listed our agreed finish, “ginger.” When we initially took delivery of the cabinets the pressing issue was the MEASUREMENT MISTAKE and impacted basement door functionality. After the store lied to us about the timeline related to ordering the replacement cabinet, my husband wanted to confirm with the manufacturer that the replacement was going to match the finish of the cabinets we received. It was during this call that it was discovered our design specialist listed “ginger” as our finish type but actually ordered “honey spice.” The was immediately brought to their attention and was another strike against their ability manage orders and projects. Despite having multiple lines for signatures throughout the packet, our design specialist failed to follow their own internal procedures/protocols for protecting their business as well as the customers. We stated the discrepancy was unacceptable. By this time it was too late and the cabinet was practically ready for shipment. So when we accepted the replacement we told ourselves, okay the finish isn’t what we selected but at least the cabinets are all matching finishes and we can put the project behind us. That all changed when we opened it up and realized the mistake with cabinet depth. My husband has been really organized with documentation throughout this process and is past being nice. They are going to pay for their mistakes twice, messing with us! By the time they are able to rectify this we have been unable to live in the house for 2 months. We have no intention of making payments on the store credit card (that card being opened up for this project specifically.) They will either eat the mistake or deal with a bank dispute and lawyer. |
Anonymous
| Why did you sign off on all this upon order, like the color? If the depth is wrong, surely they can cut the cabinet down or something. |
Anonymous
| I'm sorry OP. I think this is one of the downsides of using a big box store for the design and cabinets. Their designers are often not especially experienced or well-trained. It sounds like your demands are bit excessive though. Most projects run long so the cost/time of living elsewhere isn't really a cost you can throw back at the store. And it is possible to live in a home where the kitchen isn't completely finished - lots of people manage. |
Anonymous
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I am sure that I would not use a BB store to measure, design, and order — but then use a different contractor for installation.
I would either have BB store do everything, single accountability. Or have my contractor measure, design, order and install it all, also single accountability. |
Anonymous
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In my rental property I used Lowe’s Diamond Express line and the kitchen center was great with design and delivery.
The measuring was done by my contractor and said you have 12feet by 12feet L shaped kitchen layout. I took a picture and the measurements to the kitchen center and he gave me a 3d model and i double checked it with my contractor. Everything came out great. Probably OP had less experienced kitchen design person. |
Anonymous
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To those of you saying we can live in the house without a kitchen, I’m not sure you understand. We are 27 weeks pregnant (high risk) and have an 11 month old crawling around. Cooking and eating is done three times a day. We do not have appliances, a countertop, or sink in the kitchen. The project was scheduled to last 2 weeks. The store royally screwed up, it will be now 2 months until we are back in kitchen.
Sure, if I had to do this again I would avoid the situation that I currently have where accountability is spread across different people at different points in the project. This is clearly big box fault. They measured the kitchen. They designed the layout. The hey put the package together and sold it to me. My contractor used the cabinet delivery date as a reference point for when he started the work. He knew it would be one week of demo and site prep, so he started work demoing kitchen 1 week prior to receiving delivery. He finished everything on time. We received the cabinets and all he’s got to do is install. Except he can’t because the layout in not functional with an existing door. This is a big box error. They came out and measured. They designed. We paid them for that service. So our contractor flags the issue. The store replaces a cabinet that is too wide. Fine…smaller sink but let’s get this over. Hurry up and wait 4 weeks for the new replacement to arrive. And it’s the wrong dimensions again. It’s the correct width, but wrong depth. You can’t possibly pin this on me or my contractor. This is incompetence with customer service- period. Trust and believe their legal team will agree to wash their hands of this. We are no longer interested in getting free appliances. We are washing our hands with them, taking our business to Lowe’s. We will request full refund for the 14k in cabinets and agree to drop it here. Ultimately they did not deliver on many different levels. I am not to blame for not using their installer. I am in my right to hire my own installer. The store offers in home measurement services, for a fee- don’t blame me that I didn’t have my contractor double check their measurements. Sure, hind sight is 2020, but there’s a first time for everything. |
Anonymous
| You have convinced me never to redo our 80s kitchen. Can use the money to travel. |
Anonymous
Just don’t use Home Depot! |
Anonymous
| For anyone reading this yes you can live in a house while the kitchen is being done, even with babies. We set up our old fridge, a hot plate, microwave, and a bookshelf for a pantry in the basement near the utility sink. We lived like this for three months. |
Anonymous
Our game demod everything and we threw out everything - because we expected the job to last 2 weeks. We also don’t have a suitable basement base as it is undergoing asbestos abatement and foundation repair. |
Anonymous
Our guy*** |
Anonymous
This does not seem like a wise remedy. |
Anonymous
If you were in our shoes you would feel differently. |
Anonymous
Also for anyone reading this, the job will NEVER take two weeks! They’ll say anything to make the sale. Our kitchen was unusable for an entire summer and the finishing cosmetic touches weren’t done until November. So five months on and off of strangers in our house. |
Anonymous
This was on you for not checking the order or sizing and choosing to do a remodel pregnant. Order premade meals. |