I would like to Thank [redacted] to take the time and review her Kitchen install - I am happy to report that we spoke with her and emailed her and have reached a agreement to move forwardIf it weren’t for people like you leaving feedback, we wouldn’t have any idea how to improve our customer serviceWe take people’s comments very seriouslyIf someone isn’t happy, we address this issue to the best of our capabilityWe now have locations in CT and MA where we service our customers out of; we install between 20-kitchens a week and deliver twice as many that our customer install themselves, and needless to say most of these customers give us positive reviews, also we are registered with the state, fully insured and take pride in giving the best value proposition when you buy a kitchen
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
We got a great price on our cabinets and I highly recommend sitting down with one of their project managersRenovating our kitchen was very overwhelming for us but they were able to walk us through the entire process and they designed a kitchen perfect for our spaceThe whole process was so smoothEven the installation was clean and completed in a day! All that and the price was lower than other companies we were considering
Went Months without a bathroom! When the cabinets and counter tops were installed mid April, we were very excited to finally be close to move in day (Mid May)However the counter tops were measured incorrectly and did not fitThere was over a month of he said she said and phone tag before we finally came to an agreement of who was to blame and who was going to pay for the mistakeWe eventually had to drive up to the store to physically speak with someone to get a straight answerAfter that, they told us they would order a new counter top for our bathroomWe also bought another cabinet to fit under the other mis-measured counter topThis time to avoid any mistakes, the company sent out someone to correctly measure the spaceThe person there said they would put the cabinet on rush order so we could at least have part of the house completedWe waited over weeks with no callWhen we finally got a hold of someone a week later, they told us the cabinet had been there for weeks, and that the counter top had never been orderedWe had to wait another days before our sales person was back from vacation before we could speak with her and get the counter top ordered like it was supposed to beNobody else we spoke to had any clue about our orderWe finally got everything picked up and installed in September and were relieved everything was overDealing with Express Kitchens was such an ordeal! It took way longer than it should haveWe should have had everything completed in AprilWhen we moved in, the toilet and the shower were luckily functioning, but we had to go to the kitchen to wash our hands because we didn't have the counter top, therefore, we didn't have sinksI expected a lot more from a company with Express in their name
Complaint: [redacted] I am rejecting this response because: We started a kitchen remodel project with Express Kitchens last March !! This has been the worst company to deal with in regards to serviceWe have had at least (if not more) apptsscheduled where nobody showed up This is despite having appointments and times made in advance, they don't show and they don'e even have the common courtesy to callI can't even get a response from a managerThe most recent missed appts occurred on Sept 29, the appt was scheduled for after 3,which I left work early to make sure I was thereNobody came or calledMy neighbor told me they came at 1:!! Why, I don't knowI had to call yet again and had to now wait until OctAgain.......nobody showed up or calledI emailed them and have not even gotten a call backThis is such poor customer serviceThis is how they treat their customers? I can not refer anyone to them with this historyI complained about this with you earlier in the year and I unfortunately thought all was settled and we were finished, we have a whole loose counter that is not secure in the wall and can't get them to come and fix itI also have billing disputes and was told by the manager ,he would call to go over it and correct it, never got a call from him and this was in the beginning of October!! How long do we have to wait?? My husband and I are beyond frustrated and disgusted with this whole company Translate Desired Settlement / Outcome Desired Settlement: select Desired Outcome: I want the job completedI want a call from the district manager/CEO/Owner, someone above CharlesI've had it with trying to be accommodating and having to wait until they have timeMy time is important too, I am the customer and for good quality service, we should be taken care of asapThis job has been bungled since the beginning and I'm sure the CEO/district managers/regional managers have no idea this job has been run so poorly and would not be happy if they knewI want to hear from Shibu Thankachan or Hitesh Kothari, so I can tell this to them directlyThere are also billing errors that have yet to be corrected and again, I am looking to have this corrected asap too
[redacted] *** and [redacted] from Express Kitchens visited the customers to view the issues There are distinct points mentioned by the customer:- Delay in Install of countertops - The customer is correct, there was a delay in scheduling installation of counters, we spoke with the customer and offered them a $refund; the customer agreed to this, there was a spelling error on the check that was sent; but it was re sent and the customer has received it Cabinetry product issues:- Upon visiting the customer's home there were some minor adjustments that need to be made in addition to changing a fridge panel; we have agreed with the customer to perform this and are in the process of scheduling a date for our installer Leaking Faucet:- We sold the customer a faucet worth $127, customer reported that it was leaking after install, I offered to re-order the faucet or a full refund; customer asked for a full refund which was sent to him; customer made a additional request for our plumber to unhook the leaky faucet and install a new faucet that the customer purchased, although this is not covered by warranty we went ahead and did this as a customer service gesture; consecutively customer called to complain that the new faucet was also leaking; I offered to send the plumber to go there and fix it or change it out with a new faucet; if the plumber had made a mistake it would be no charge, but the customer decided to take it upon himself to install the faucet for the 3rd timeWe have done everything in our power to resolve the faucet situation and do not agree with the customers demand of $refund for the faucet
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me December 9, 2014To: Revdex.comComplaint # [redacted] Re: Kitchen install To Whom It May Concern: On Monday December 8th Express Kitchen visited my home and repaired the last of the outstanding issues [redacted] , the owner, was professional, eager to communicate and accommodating while trying to reach an agreement on resolution Please consider my complaint satisfied Thank you, [redacted]
We are happy to report that we have come to a agreement with [redacted] We visited her house last week and again today and all items that [redacted] had concerns on have been resolved
[redacted] (Install Manager) & *** (Project manager )visited customers home, We have reached a resolution with the customerWe are going to send our installers to correct all the items mentioned by the customer and have also agreed to refund the customer in full for the sink that they are not happy withWe will do everything necessary to resolve the customers concerns and ensure the kitchen is finished to the customers satisfaction
[redacted] job: We installed the job on 10/21/Customer signed off on the install (attached herewith) A few days after Mrs [redacted] reported a concern with the seam; upon site visit we determined that the seam color turned pinkish/orange color, most likely from using too much hardener or not enough pigment color additiveWe spoke with her, told her I would be sending [redacted] out to fix any issues she may have and to be there to point out the concerns [redacted] went to her house on 11/3/to change the seam color and sealed the back splashes to the countertop with epoxyShe was happy with the job and signed the satisfaction sheet.(attached here with) A few days after; she called again and said she wasn’t happy with the size of the seam on the back splashThe splash had a field cut that wasn’t straight, we remade the splash to the left of the seam and to the stove and sent [redacted] out again to replace them and try to tighten up the seam furtherThis was done on Nov 6th She contacted us again with more concerns about seam again, some little nicks on a notch that where visible, because of clear caulk usedAs well as concerns her faucet couldn’t turn on all the way etc We visited her and made a appointment to remove her backsplashes on 1/31/and cut them down to ½” and go back to install them and address all her concerns again on 2/4/We were able to successfully reinstall the backsplashes, caulked the bottom of the backsplashes to the counter, addressed the little nicks ectto her satisfaction againShe did sign another satisfaction form.(Attached here with) At this time we are happy to report that we have addressed all her concerns with the countertops Every time she has had a problem we have taken care of them We believe that we have finished the job 100% and do not believe that there are any grounds for refundsIf you have any other questions please contact me at [redacted] Sincerely [redacted] ***
We have been dealing with express kitchens since October The cabinet guys did not do a good jobThey hid mistakes, ran out of trim, left nails holes everywhere and brought the wrong cabinetThey have been to the house three times and once again brought the wrong color woodWould not recommend themIt is now January and they still haven't finished our kitchen
We have reached out to the customer and spoken with her over the last couple of days, and I am happy to report that we have resolved all her concerns with the cabinetry and billingThe job is complete and *** and *** are happy with their kitchen
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***At this point it is still promises, not realityTime will tell if there will be any follow-through
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I am waiting to hear back from *** regarding the date for the finish workOnce the work is finished and finished to our satisfaction, I will gladly rescind this complaint*** ***
We have just finished a long awaited kitchen remodel with Express Kitchens! We found the design staff to be patient and insightful while helping us to envision the possibilities of our new space They were very knowledgeable and able to give us several creative design options The installation crew was prompt, courteous and very efficientHighly Recommended
Express Kitchens Installer visited the customers house on June30th to resolve her concern with the roll out trash drawer, Our installer was able to make the necessary adjustmentsThe customer signed off & acknowledged that the trash can drawer had been fixed, See attached sheet
Complaint: ***
I am rejecting this response because:
I do agree with Express Kitchens response of "Not wear and Tear"; the issue is poor craftsmanshipA registered letter will be going out to the owner of Express Kitchens expressing my displeasure with not only this response, but the entire processThere is now a second issue with the drawer that contains the trash cans which are rubbing against the bottom of the cabinet
Sincerely,
*** ***
The final installation for *** *** is Scheduled for Saturday the 16th, I have confirmed this with *** via email, and would like to assure the customer that we are expecting to finish the kitchen 100% on this date
I would like to Thank [redacted] to take the time and review her Kitchen install - I am happy to report that we spoke with her and emailed her and have reached a agreement to move forwardIf it weren’t for people like you leaving feedback, we wouldn’t have any idea how to improve our customer serviceWe take people’s comments very seriouslyIf someone isn’t happy, we address this issue to the best of our capabilityWe now have locations in CT and MA where we service our customers out of; we install between 20-kitchens a week and deliver twice as many that our customer install themselves, and needless to say most of these customers give us positive reviews, also we are registered with the state, fully insured and take pride in giving the best value proposition when you buy a kitchen
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
We will reach out to [redacted] by Tuesday the 7th October to resolve his outstanding request for Credit
We got a great price on our cabinets and I highly recommend sitting down with one of their project managersRenovating our kitchen was very overwhelming for us but they were able to walk us through the entire process and they designed a kitchen perfect for our spaceThe whole process was so smoothEven the installation was clean and completed in a day! All that and the price was lower than other companies we were considering
We have reached out to the customer via email; We will ensure we resolve his concerns
Went Months without a bathroom! When the cabinets and counter tops were installed mid April, we were very excited to finally be close to move in day (Mid May)However the counter tops were measured incorrectly and did not fitThere was over a month of he said she said and phone tag before we finally came to an agreement of who was to blame and who was going to pay for the mistakeWe eventually had to drive up to the store to physically speak with someone to get a straight answerAfter that, they told us they would order a new counter top for our bathroomWe also bought another cabinet to fit under the other mis-measured counter topThis time to avoid any mistakes, the company sent out someone to correctly measure the spaceThe person there said they would put the cabinet on rush order so we could at least have part of the house completedWe waited over weeks with no callWhen we finally got a hold of someone a week later, they told us the cabinet had been there for weeks, and that the counter top had never been orderedWe had to wait another days before our sales person was back from vacation before we could speak with her and get the counter top ordered like it was supposed to beNobody else we spoke to had any clue about our orderWe finally got everything picked up and installed in September and were relieved everything was overDealing with Express Kitchens was such an ordeal! It took way longer than it should haveWe should have had everything completed in AprilWhen we moved in, the toilet and the shower were luckily functioning, but we had to go to the kitchen to wash our hands because we didn't have the counter top, therefore, we didn't have sinksI expected a lot more from a company with Express in their name
Complaint: [redacted] I am rejecting this response because: We started a kitchen remodel project with Express Kitchens last March !! This has been the worst company to deal with in regards to serviceWe have had at least (if not more) apptsscheduled where nobody showed up This is despite having appointments and times made in advance, they don't show and they don'e even have the common courtesy to callI can't even get a response from a managerThe most recent missed appts occurred on Sept 29, the appt was scheduled for after 3,which I left work early to make sure I was thereNobody came or calledMy neighbor told me they came at 1:!! Why, I don't knowI had to call yet again and had to now wait until OctAgain.......nobody showed up or calledI emailed them and have not even gotten a call backThis is such poor customer serviceThis is how they treat their customers? I can not refer anyone to them with this historyI complained about this with you earlier in the year and I unfortunately thought all was settled and we were finished, we have a whole loose counter that is not secure in the wall and can't get them to come and fix itI also have billing disputes and was told by the manager ,he would call to go over it and correct it, never got a call from him and this was in the beginning of October!! How long do we have to wait?? My husband and I are beyond frustrated and disgusted with this whole company Translate Desired Settlement / Outcome Desired Settlement: select Desired Outcome: I want the job completedI want a call from the district manager/CEO/Owner, someone above CharlesI've had it with trying to be accommodating and having to wait until they have timeMy time is important too, I am the customer and for good quality service, we should be taken care of asapThis job has been bungled since the beginning and I'm sure the CEO/district managers/regional managers have no idea this job has been run so poorly and would not be happy if they knewI want to hear from Shibu Thankachan or Hitesh Kothari, so I can tell this to them directlyThere are also billing errors that have yet to be corrected and again, I am looking to have this corrected asap too
[redacted] *** and [redacted] from Express Kitchens visited the customers to view the issues There are distinct points mentioned by the customer:- Delay in Install of countertops - The customer is correct, there was a delay in scheduling installation of counters, we spoke with the customer and offered them a $refund; the customer agreed to this, there was a spelling error on the check that was sent; but it was re sent and the customer has received it Cabinetry product issues:- Upon visiting the customer's home there were some minor adjustments that need to be made in addition to changing a fridge panel; we have agreed with the customer to perform this and are in the process of scheduling a date for our installer Leaking Faucet:- We sold the customer a faucet worth $127, customer reported that it was leaking after install, I offered to re-order the faucet or a full refund; customer asked for a full refund which was sent to him; customer made a additional request for our plumber to unhook the leaky faucet and install a new faucet that the customer purchased, although this is not covered by warranty we went ahead and did this as a customer service gesture; consecutively customer called to complain that the new faucet was also leaking; I offered to send the plumber to go there and fix it or change it out with a new faucet; if the plumber had made a mistake it would be no charge, but the customer decided to take it upon himself to install the faucet for the 3rd timeWe have done everything in our power to resolve the faucet situation and do not agree with the customers demand of $refund for the faucet
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me December 9, 2014To: Revdex.comComplaint # [redacted] Re: Kitchen install To Whom It May Concern: On Monday December 8th Express Kitchen visited my home and repaired the last of the outstanding issues [redacted] , the owner, was professional, eager to communicate and accommodating while trying to reach an agreement on resolution Please consider my complaint satisfied Thank you, [redacted]
We are happy to report that we have come to a agreement with [redacted] We visited her house last week and again today and all items that [redacted] had concerns on have been resolved
[redacted] (Install Manager) & *** (Project manager )visited customers home, We have reached a resolution with the customerWe are going to send our installers to correct all the items mentioned by the customer and have also agreed to refund the customer in full for the sink that they are not happy withWe will do everything necessary to resolve the customers concerns and ensure the kitchen is finished to the customers satisfaction
[redacted] job: We installed the job on 10/21/Customer signed off on the install (attached herewith) A few days after Mrs [redacted] reported a concern with the seam; upon site visit we determined that the seam color turned pinkish/orange color, most likely from using too much hardener or not enough pigment color additiveWe spoke with her, told her I would be sending [redacted] out to fix any issues she may have and to be there to point out the concerns [redacted] went to her house on 11/3/to change the seam color and sealed the back splashes to the countertop with epoxyShe was happy with the job and signed the satisfaction sheet.(attached here with) A few days after; she called again and said she wasn’t happy with the size of the seam on the back splashThe splash had a field cut that wasn’t straight, we remade the splash to the left of the seam and to the stove and sent [redacted] out again to replace them and try to tighten up the seam furtherThis was done on Nov 6th She contacted us again with more concerns about seam again, some little nicks on a notch that where visible, because of clear caulk usedAs well as concerns her faucet couldn’t turn on all the way etc We visited her and made a appointment to remove her backsplashes on 1/31/and cut them down to ½” and go back to install them and address all her concerns again on 2/4/We were able to successfully reinstall the backsplashes, caulked the bottom of the backsplashes to the counter, addressed the little nicks ectto her satisfaction againShe did sign another satisfaction form.(Attached here with) At this time we are happy to report that we have addressed all her concerns with the countertops Every time she has had a problem we have taken care of them We believe that we have finished the job 100% and do not believe that there are any grounds for refundsIf you have any other questions please contact me at [redacted] Sincerely [redacted] ***
We have been dealing with express kitchens since October The cabinet guys did not do a good jobThey hid mistakes, ran out of trim, left nails holes everywhere and brought the wrong cabinetThey have been to the house three times and once again brought the wrong color woodWould not recommend themIt is now January and they still haven't finished our kitchen
We have reached out to the customer and spoken with her over the last couple of days, and I am happy to report that we have resolved all her concerns with the cabinetry and billingThe job is complete and *** and *** are happy with their kitchen
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***At this point it is still promises, not realityTime will tell if there will be any follow-through
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I am waiting to hear back from *** regarding the date for the finish workOnce the work is finished and finished to our satisfaction, I will gladly rescind this complaint*** ***
We have just finished a long awaited kitchen remodel with Express Kitchens! We found the design staff to be patient and insightful while helping us to envision the possibilities of our new space They were very knowledgeable and able to give us several creative design options The installation crew was prompt, courteous and very efficientHighly Recommended
Express Kitchens Installer visited the customers house on June30th to resolve her concern with the roll out trash drawer, Our installer was able to make the necessary adjustmentsThe customer signed off & acknowledged that the trash can drawer had been fixed, See attached sheet
Complaint: ***
I am rejecting this response because:
I do agree with Express Kitchens response of "Not wear and Tear"; the issue is poor craftsmanshipA registered letter will be going out to the owner of Express Kitchens expressing my displeasure with not only this response, but the entire processThere is now a second issue with the drawer that contains the trash cans which are rubbing against the bottom of the cabinet
Sincerely,
*** ***
The final installation for *** *** is Scheduled for Saturday the 16th, I have confirmed this with *** via email, and would like to assure the customer that we are expecting to finish the kitchen 100% on this date