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Jack's Kitchens

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Jack's Kitchens Reviews (1)

Review: Jacks Kitchen was hired by myself and my husband to do a complete kitchen cabinet remodel in our new home. They did a good job with the kitchen design but have been horrible with the follow through, especially since receiving payment in full. The cabinets were not delivered on time (over a month later), once they were delivered we determined they sent the wrong sizes, damaged ones, etc. Megan at Jacks Kitchen (owner) came and took pictures of the damaged "warrantied" items to send back to the manufactory. I was told it would take 2-3weeks for the new warrantied items to get here. I went ahead with my kitchen install because I could not keep waiting for my remodel to get done and postpone other contractors that were waiting on my kitchen cabinets (flooring, countertops, plumber, etc). Megan hardly communicated with me, and its been 2 months since she sent the warranty order to the manufacturer. I still don't have the new pieces and I have had to make sacrifices with the kitchen that are on the fault of Jacks Kitchen/Manufacturer. I called the Manufacturer directly who got back to me Monday November 11th and said the items shipped over night via UPS to Jacks Kitchen. He confirmed signed delivery on Tuesday the 12th but I have yet to hear from Jacks Kitchen that these items have arrived. Are they holding them hostage or what? At this point Jacks Kitchen needs to make good on their sale with me and get me the replacement pieces immediately and compensate me for the additional expenses I incurred and the faulty design of my completed kitchen.Desired Settlement: Refund for the kitchen island being ordered/delivered in the wrong size causing the "symmetry" to be off.Replacement of warranty items or refund for those items and pay for my contractor to handmake the pieces instead.

Business

Response:

There are really two separate parts to this complaint. Warranty problems and the island. This is my response to the warranty issues.

The warranty is from Oakcraft to the home owner, I am the conduit, not the responsible party. I have worked hard to get Oakcraft to replace the damaged parts. I have put her in direct contact with Oakcraft. She has not gotten better service than I have. I have offered from the moment we found the issues to replace the damaged parts and to pay for the installer's time and materials to repair the minor damage to 2 cabinets and 2 panels. I offered to meet with the installer and show him how to install and repair the 2 panels so that the installation could move forward without waiting for replacement parts. I explained that Angelina had the choice between waiting for replacements or having me pay for repair. She did not put me in touch with her installer. I have asked Angelina more than once for the installer's costs so that I could pay him. Each time she has put me off. She has not provided a list work done or invoice or even his name and contact information. I have always been prepared to pay. I have the same policy for every customer that has damage on delivery. It is my understanding that the installer had no trouble making the minor repairs and it did not delay installation of the kitchen or its usabilty.

Getting the parts that needed to be replaced is a different matter. These parts are add on pieces that are for decoration only and do not reduce the functionality of the kitchen. I immediately ordered replacements, but the company has failed to deliver in either a timely manner or with undamaged parts. I have kept Angelina informed about the problems I was having. Her position has been that she expects immediate resolution regardless of the facts that I have given her.

The cabinet company is Oakcraft Elegant Cabinetry of Peoria, Arizona. Their local employee representative has tried to help out and even he has not been able to get the company to follow through on their warranty policy. I have never had a cabinet company that failed to act in a timely manner like this. I have made many calls that go unanswered. I have managed to speak to a number of people at Oakcraft on Angelina's behalf. Each time I am either told they don't have no answer for me or I am given assurances that they are working on the parts, or just about to ship them. After a few weeks, I could no longer get a person with information on the phone, messages went unanswered and emails did not get responded to. I have informed Angelina about this along the way.

From the very beginning of this job she has been unrealistic in her expectations about the time it takes to make and ship the product and the level of quality she would get for the price she was willing to pay. There are trade-offs in cabinets when you go to a lower cost product. One of those is the possibility of shipping damage and therefore the need for warranty replacements. I sympathise greatly and understand the frustration that comes from a company that is unresponsive.

I remain willing to pay reasonable costs for the repairs her installer made once I have documentation.

Consumer

Response:

Review: 9805467

I am rejecting this response because:

Megan at Jacks Kitchen did not provide a solution to our problems mentioned in our Revdex.com complaint, and failed to even address one of the 2 issues. The fact remains that the "warranty" items have not been replaced several months later (when I was told it would take 2-3 weeks) and I proposed a solution which was for my contractor to make the replacement parts and I can bill Jacks Kitchen for the work. My contract is with Jacks Kitchen, so they can inturn go after Oakcraft if they wish to. I have not given Jacks Kitchen a bill from my installer because as I have stated many times to Megan, I was waiting for the warranty items to be delivered so that I can have my installer install them and I can include his bill for his time to do so. I did not want to submit any bills until I had them all in for the entire job to be 100% done. At this time, Megan has only suggested that Oakcraft doesn't return calls, or emails and has NOT stated how we can fix that or remedy my warranty items. I have not been unrealistic, I am not complaining or even mentioning the quality of product (as her response says I am). I have an issue with the fact that the warranty items have not been taken care of, there is no timeline or proposed fix to that problem, and I have an island that is incorrect. She COMLETELY fails to even mention the island in her response. I have mentioned the island now 3 times (once upon installing the kitchen and noticing the different sizes I called and spoke to her associate Joanne while Megan was out of town and unavailable, once in an email to Megan, and finally in the Better Business complaint). All 3 times my complaint has been ignored with zero mention of it, and again, NO suggestion as to how to fix it I suggested, in my complaint, a credit for an island I had to accept due to the fact that my remodel would not be complete until the correct sizes were delivered. Obviously I made the right decision, as I would still be waiting for the items months later and would still be living in a rental with our two small children. The island needs to be fixed (which includes demoing it, installing the correct size cabinets, and getting new countertops, and putting us up in a hotel with our children and dog while we are without a functioning kitchen) or she can credit us for the work and we will do it. I am again the only one making any suggestions to fix what has been wrong for a VERY long time now. Megan, in writing, suggested timeframes & delivery dates that were never consistent or correct. Just as ONE example with the most current round of warranty items being sent to her office. I was notified by Oakcraft that the warranty items were shipped and signed for at her office on Tuesday Nov 12th, but Megan let me know they were shipped "damaged" the following Monday the 18th of Nov (conveniently the day after I filed the Revdex.com complaint). Part of our "being unrealistic" is I guess waiting for Jacks Kitchen to take 6 days to even inform us of the delivery and damaged goods. Megan should have picked up the phone immediately, that Wednesday, to tell us the items were shipped but damaged and give us a proposed solution. She didn't, as she was horrible with communication the ENTIRE time, and only let us know 6 days later. We are tired of waiting, we are tired of dealing with Jacks Kitchen and Oakcraft. We would like Jacks Kitchen to do the following (in plain simple terms that I am hoping Megan can understand for the 10th time):

- Agree to pay me for our contractor to fix the remaining "warranty" items and not waste any more time waiting for Oakcraft to send them to us. Megan has NOT provided ANY solution to this problem other than Oakcraft doesn't return her calls/emails and basically I'm getting what I paid for .

- Included in the bill from our contractor to do the above, I will also include the installation "overage" to "keep our project moving forward" by working around damaged goods. Megan has agreed to this but I will not submit a bill until my job is 100% complete.

- Correct our island by demoing what we HAD to install, putting in the correct size cabinets, installing new countertops that will get ruined by the demo, and putting us up in a hotel during all of this time for correcting the problem. OR, she can refund us the claimed $8,000 we know it will MINIMALLY take to get the island done correctly. (Megan has not even come by to see what is wrong with the island in person after I mentioned it to her over a month ago via email).

I will not back down from these requests and Megan will need to fix these problems. Her lack of business skills is not my problem, nor is the fact that her own supplier, Oakcraft, isn't responding to her. My contract is with Jacks Kitchen and Jacks Kitchen needs to make things right.

Regards,

Regards,

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Description: KITCHEN & BATH - DESIGN & REMODELING, BUILDING CONTRACTORS, CABINET EQUIPMENT & SUPPLIES, KITCHEN CABINETS & EQUIPMENT - HOUSEHOLD

Address: 3005 State Street, Santa Barbara, California, United States, 93105

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www.jackskitchens.com

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