Wood Cabinet Factory

The customer is correct in stating that the glazing thickness varies This is hand applied glazing on wood cabinet doors and the variation of the hand applied glazing is normal The glazing is exactly as shown in our display models We attach a photo of the doors on our display
showing the inconsistent thickness of the applied black glazingThe customer has requested us to change door styles; however, these are special order cabinets and can not be returned We did agree to replace a couple of doors with the most variation and agreed to make these replacements despite the customer reporting the issue past the day limit to report damages We are also repairing doors that have other types of damage without considering the day limitThe customer is requesting EVERY door be replaced We understand she is unhappy with her choice of door styles and that is why we agreed to work with her on the worst doors

I am rejecting this response because:Every door and drawer needs to be replaced They are all BADOne door has a crack in itI am not accepting fixing only the worst doors***, the owner never made an attempt to look at the vanity cabinets which are from the same model as the kitchen cabinetsThe vanity has the same problem with the glazingI am doing construction on my home and this matter is holding up the kitchen & bathroom constructionI want this matter resolved ASAPI don't know how they can fix the glazing to make it look goodI suggested to Jessica if I can get a different set of cabinetsShe does not think I can have thatShe will get back to me after speaking to the owner, ***I left a message for *** to call me on 1/29/He did not call me back

I am rejecting this response because:
Every door and drawer needs to be replaced They are all BADOne door has a crack in itI am not accepting fixing only the worst doors***, the owner never made an attempt to look at the vanity cabinets which are from the same model as the kitchen cabinetsThe vanity has the same problem with the glazingI am doing construction on my home and this matter is holding up the kitchen & bathroom constructionI want this matter resolved ASAPI don't know how they can fix the glazing to make it look goodI suggested to Jessica if I can get a different set of cabinetsShe does not think I can have thatShe will get back to me after speaking to the owner, ***I left a message for *** to call me on 1/29/He did not call me back

We continue to work with the customer to resolve this issue.  We brought the manufacturer's rep to the site to investigate the glazing on the doors.  We were able to convince the manufacturer to replace at least 10 additional doors. We also considered replacing ALL doors with another style; however, the only style that would fit on the same cabinet frames is a different looking and lower grade cabinet. As of now, the customer has decided to proceed with our proposal to replace only the additional doors.  The owner of [redacted] is actively involved with this issue and has met with the customer several times.

Review: I purchased the kitchen cabinets and 2 bathroom vanities in December 2014 costing me $13,541. The kitchen cabinets and one vanity are the Pacifica model they come with black glazing on the front doors and drawers. My complaint is the glazing on these cabinets. The glazing is very sloppy looking. The glazing was poorly applied. The glazing is not consistant. Some doors there is no glazing on one side and a lot on the other side. Very poor craftsmanship. I am very, very displeased. A representative from the company, [redacted] came to look at the cabinets. He stated that is the way they come. If this is the way they come I feel I should have been told this when I ordered the cabinets. He took 4 doors to repair. Waiting to see what they look like. The glazing is like a line in black marker. I cannot see how this glazing can be fixed. How can they take the ink off the cabinet to adjust the lines. The company stated the glazing on the door from cabinet to cabinet is normal. They are unable to accept return of the cabinets due to the variations in glazing.

Business

Response:

The customer is correct in stating that the glazing thickness varies. This is hand applied glazing on wood cabinet doors and the variation of the hand applied glazing is normal. The glazing is exactly as shown in our display models. We attach a photo of the doors on our display showing the inconsistent thickness of the applied black glazing. The customer has requested us to change door styles; however, these are special order cabinets and can not be returned. We did agree to replace a couple of doors with the most variation and agreed to make these replacements despite the customer reporting the issue past the 10 day limit to report damages. We are also repairing doors that have other types of damage without considering the 10 day limit. The customer is requesting EVERY door be replaced. We understand she is unhappy with her choice of door styles and that is why we agreed to work with her on the worst doors.

Consumer

Response:

I am rejecting this response because:

Every door and drawer needs to be replaced They are all BAD. One door has a crack in it. I am not accepting fixing only the worst doors. [redacted], the owner never made an attempt to look at the vanity cabinets which are from the same model as the kitchen cabinets. The vanity has the same problem with the glazing. I am doing construction on my home and this matter is holding up the kitchen & bathroom construction. I want this matter resolved ASAP. I don't know how they can fix the glazing to make it look good. I suggested to Jessica if I can get a different set of cabinets. She does not think I can have that. She will get back to me after speaking to the owner, [redacted]. I left a message for [redacted] to call me on 1/29/15. He did not call me back.

Business

Response:

We continue to work with the customer to resolve this issue. We brought the manufacturer's rep to the site to investigate the glazing on the doors. We were able to convince the manufacturer to replace at least 10 additional doors. We also considered replacing ALL doors with another style; however, the only style that would fit on the same cabinet frames is a different looking and lower grade cabinet. As of now, the customer has decided to proceed with our proposal to replace only the additional doors. The owner of [redacted] is actively involved with this issue and has met with the customer several times.

I waited 22 years to remodel my kitchen hoping for a good experience, and it turned out to be one of the biggest nightmares I experienced this summer because of the Wood Cabinet Factory. They are unprofessional, unknowledgeable, dishonest as their prices frequently changed, and their lack of experience in customer service is more than obvious. Their design was below my expectations. I have my cabinet doors that are bumping into my other cabinets when they open which should not be. At one point, I was annoyed with them because they did not deliver the cabinets on time. I called Steve and instead of reassuring me that they would be here soon, he said “If you don’t want it leave it, go get it from somewhere else”. My dishwasher is still not installed due to the Wood Cabinet Factory’s neglect because they failed to remove a piece of wood under my counter that was in the way for the dishwasher to be installed. Now I am out yet another week without my appliances. Do yourself a favor and don’t use this company. You want a company that is professional and who will own up to their mistakes, not be rude and disrespectful. To describe them as amateur would be an understatement.