Reply to WWYD?!? Big Box Disappointment (Kitchen)

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[quote=Anonymous][quote=Anonymous][quote=Anonymous]For those interested… update

TL;DR — We’re now on issue #3.

The replacement cabinet came in and doesn’t match the depth, so everything is misaligned again. On top of that:
- Original design (their measurements) caused the door interference issue  
- Their “fix” forced us to move a window out of pocket  
- Replacement was delayed despite being told it was ordered  
- Cabinets don’t match the original finish (no signed approval)

We have a meeting this week, but months later we still don’t have a functional kitchen and costs keep adding up. Looking into next steps if this isn’t resolved.[/quote]

Not sure who is to blame for depth, did the designer submit wrong measurements or did cabinet manufacturer make mistake, but that is unacceptable. What the problem with the finish?  Are they different shades of white or different types of wood?

This is gone on too long. It is good you’re escalating and when you meet, make them make it right.

Curious, how was the contract written in regards to payment?  I would not be paying any scheduled payment if the work wasn’t completed as written. I would also not accept any increase in price over original contract amount.

Sorry you’re going through this nightmare. This is not your fault. [/quote]

[quote=Anonymous][quote=Anonymous]For those interested… update

TL;DR — We’re now on issue #3.

We have a meeting this week, but months later we still don’t have a functional kitchen and costs keep adding up. Looking into next steps if this isn’t resolved.[/quote]

This is gone on too long. It is good you’re escalating and when you meet, make them make it right.

Sorry you’re going through this nightmare. This is not your fault. [/quote]
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.   [/quote]

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