B & B Truck Repair

[redacted] met with one of our designers in our showroom to design a kitchenAfter the design was completed it is store policy to go over the quotation with the customer to confirm all items are correct and to inform them of our policies at which time the customer signs off on the sales orderAfter the design was completed and the quotation was reviewed, [redacted] put down a $deposit to order the kitchen based on the quoted designAs per our policy all cancellations must be sent via email and are subject to a 5% cancellation feeUnfortunately [redacted] called to have the order cancelled, instead of sending the request by emailKabinet King however is refunding [redacted] her deposit less the 5% cancellation fee [redacted] is not willing to pay the cancellation feeWe are still attempting to resolve this matterThank you, Kabinet King Customer Service Team

Firstly, we would like to apologize for the inconvenience that [redacted] recently experienced while shopping with Kabinet KingWe pride ourselves on making sure every customer is satisfied beyond their expectationThis particular order had many componentsWe initially communicated with [redacted] that we would be able to place the order for the countertop to the specifications that he wantedHowever we were informed by our vendor that we were unable to manufacture the Amber Milano countertop with the Pluto edge, because that color was a higher priced itemAfter being notified of this development, one of our employees contacted [redacted] via telephone to inform him of the necessary change to his orderAfter a thorough investigation, we will honor [redacted] ***’s request for a refund after the countertop is returnedAgain, we sincerely apologize for the delay and the cumbersome situation [redacted] and his family have found themselves in, and hope that they are happy with this resolutionWe would also like to inform [redacted] that we will be making amendments to our procedures going forward to prevent instances like this from happening againKabinet King has always and will continue to put our customers first.Thank you againKabinet King Customer Service Team

This was a special order custom Formica countertop based off the customers specifications. Kabinet King USA, Incdoesn't accept returns on special order items as stated on the signed Sales Order. Moreover, this item was installed by the customer and then removed and replaced with a
granite topBoth the Formica and the granite top have the same edge profiles - Self/Eased edgeSo obviously the edge was not the issue. It is obvious the customer changed his mind after receiving the Formica top and upgraded to a Granite top We have attached some pictures and signed agreement. 1) Signed Sales Order- stating "No Returns on Special Order Items" 2) Picture of installed Formica top 3) Picture of installed Granite top Kabinet King USA, Incis not responsible for customer changing his mind for a different material for his countertop and therefore, no credit is due to the customer. Thank you for your timePlease let me know if you need anything else. JessicaCustomer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]Yes this was a special order for Formica countertops in MILANO AMBER with a PLUTO edge as stated on the signed agreementWhat was delivered by Kabinet Kingdid not have a PLUTO edge AND was not in the MILANO AMBER colorPlease see attached photos of countertops deliveredThey are clearly NOT MILANO AMBER nordo they have the correct edge. The issue was not just the edgeDue to my fustration with their horrible customer service, I decided to go to another vender my countertopsNot because I "obvious changed my mind" as Kabinet King stated in their response. This is my year old mother's kitchen and I could not leave her with no functioning kitchen while Kabinet King continously refused to accept the fact that they delivered the wrong productIs it Kabinet Kings policy to accept no returns/refunds on special order items even if its the wrong color and edging? Its not even in the correct MILANO AMBER color.The fact that the wrong color and edge was delivered - NOT WHAT I SPECIAL ORDERED I feel I'm due a refund
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Firstly, we would like to apologize for the inconvenience that [redacted] recently experienced while shopping with Kabinet King. We pride ourselves on making sure every customer is satisfied beyond their expectation. This particular order had many components. We initially communicated with [redacted] that we would be able to place the order for the countertop to the specifications that he wanted. However we were informed by our vendor that we were unable to manufacture the Amber Milano countertop with the Pluto edge, because that color was a higher priced item. After being notified of this development, one of our employees contacted [redacted] via telephone to inform him of the necessary change to his order. After a thorough investigation, we will honor [redacted]’s request for a refund after the countertop is returned. Again, we sincerely apologize for the delay and the cumbersome situation [redacted] and his family have found themselves in, and hope that they are happy with this resolution. We would also like to inform [redacted] that we will be making amendments to our procedures going forward to prevent instances like this from happening again. Kabinet King has always and will continue to put our customers first.Thank you again. Kabinet King Customer Service Team

Hi [redacted], We appreciate [redacted]’s comments; we would like to address her concerns directly. Firstly, we would like to apologize for any miscommunications that have transpired throughout this process.  As for the lead time on her cabinetry, we previously explained to her that her choice...

to go with a custom color would be a longer lead time, being that she would have to approve the sample, before it began production. [redacted] agreed with us to go ahead and order the base cabinets first. This has always been the process when ordering custom colors. In regards to the wood species, [redacted] signed off on Maple for the wood species. The door she had originally seen in our showroom was an Alder species [redacted] were informed that Alder is a softer wood in the spectrum of wood species. [redacted] directed us to go with a harder wood, the same wood on your custom color cabinets, which would be the Maple.  We are diligently working on the issues that occurred with her order. We have reached out to her in order to find a resolution that she would be satisfied with.  We are always striving to have an amiable resolution to any issues that may arise.  In a perfect world we would have orders without any issues. Alas, our world is not perfect; but it is how we handle these unforeseen problems sets us apart from other retailers. We thank her for the feedback and looking forward to working with her to reach a resolution.  Regards,Kabinet King USA, Inc.

[redacted] met with one of our designers in our showroom to design a kitchen. After the design was completed it is store policy to go over the quotation with the customer to confirm all items are correct and to inform them of our policies at which time the customer signs off on the sales order. After...

the design was completed and the quotation was reviewed, [redacted] put down a $2500.00 deposit to order the kitchen based on the quoted design. As per our policy all cancellations must be sent via email and are subject to a 5% cancellation fee. Unfortunately [redacted] called to have the order cancelled, instead of sending the request by email. Kabinet King however is refunding [redacted] her deposit less the 5% cancellation fee. [redacted] is not willing to pay the cancellation fee. We are still attempting to resolve this matter. Thank you, Kabinet King Customer Service Team