Cabinets To Go - Syracuse

Tell us why herIn response to my customer’s statement of the problem she has brought before you, I will best explain my knowledge of the eventsThe [redacted] ’s purchased cabinets and countertop installation from our location on July 26,They were given a breakdown of every cabinet and the price of the countertop estimate as well as a terms and conditions page for the cabinets and countertop as well as a customer installation agreement that states in multiple places there is no refunds when the countertop has been measured and the slab orderedThese forms were explained over the phone and were emailed which the signed and returned to the storeThe cabinets were picked up on August and we tell the customer at that time to call us a week before they will be ready to template and we will call the installer and have them schedule a date for templateI do not have the date when they called to let us know they were ready for template but the installer went out on October 6, sent us a change request form because the [redacted] ’s chose to add backsplash to their counter and changed the color they wantedWe called the [redacted] ’s to inform them that there was a cost increase due to adding the backsplash, at that point the customer asked us about viewing the slabThe standard in the industry is Quartz slabs are not viewed, so we told the customer that we would have to ask the installer if they would let them see the slabWe received the okay to have the slab viewed as soon as it was in the installers’ warehouse.My team member called them back on October and received the payment for the additional stone and told the [redacted] ’s that they could view the slab as soon as it was in the warehouse because they do not order the slab until they have templated so they know how much product they needThe installers are given a standard weeks from template to install all of which is gone over with the [redacted] ’s at the original time of sale and it also is stated in the terms and condition that all delivery times are estimates, we cannot guarantee specific deadlines because we do not control the installer businessThe [redacted] ’s made the payment and we told them that we would let the installers know to call when the slab was there to viewAfter hanging up my team member received a phone call back saying they wanted to cancel the countertop that the process was taking too longAt this point it was only days, business days since the template was doneMy team member tried to explain that after time of template and the product being ordered that there is normally no refunds and that we would have to get approval from my district manager and there would be a restocking fee of 25% as well as a template fee and a reversal of the extra 5% for bundling the counter and cabinet purchaseThe customer asked why and said that they didn’t believe that was right and we mentioned that it is all on the terms and conditions pageThe customer said good bye and hung up.I as the store manager heard the conversation and called the customer back to see what I could do to fix the situationI spoke with the husband and explained the our situation and reiterated the whole process and that they can’t order the material off of a computer generated rendition that it is ordered off the in home template so that they order enough materialI reiterated that they were going to allow them to view the slab and that they thought they would have it in the warehouse within daysThe customers were adamant that they wanted to cancel and I reminded them again that there would be a restocking fee of 25% because the material had already been ordered and it would have to be shipped backWe hung up the phone and I continued to follow up with installers to see when the stone arrived.I received an email at 3:49pm the next day from our installers saying they had the material there and the [redacted] ’s could view itWe called to let them know that the slab was there to view and was told that they were cancellingI once again reiterated that there would be a restocking charge of 25% because they had templated and ordered the material.The process that the [redacted] ’s took to get replacement faces I had no knowledge of because they were ordered through our customer careWe do stock replacement pieces in our warehouse because we have a lifetime warranty on our cabinets but from time to time they may be on backorderIn this case they were on backorder and I do not know the timeframe that the [redacted] ’s were given when they requested them since it was not done through meWhen they told me they hadn’t received the doors I contacted the team member assigned to their order and asked for them to open a new cabinet box and to send them out to the customer which takes a managers approval in the warehouseThey agreed and sent out the replacement piecesThe [redacted] ’s called me a few days later to tell me that they had received one wrong piece and they needed another door, so I took care of ordering the replacement piecesAs for the unacceptable side panel it was mentioned once and we offered to bring out one that we had in the warehouse but it has been shipped back at this pointThey never asked for it again so I did not pursue it any further because I figured they would order it through customer care as it seemed that they did not want to work with us anymore I believe we have followed all the steps to provide the customer with a countertop and they made the choice to cancel the order when it would have been completed in the stated weeksWe have invested money into shipping the quartz slab back and forth between the distributor as well as the time spent to template and design the countertopI have discussed the issue with my regional manager and they are trying to work out a fair compromise on this issue.e

Tell us why herIn response to my customer’s statement of the problem she has brought before you, I will best explain my knowledge of the events. The [redacted]’s purchased cabinets and countertop installation from our location on July 26,2017. They were given a breakdown of every cabinet and the price...

of the countertop estimate as well as a terms and conditions page for the cabinets and countertop as well as a customer installation agreement that states in multiple places there is no refunds when the countertop has been measured and the slab ordered. These forms were explained over the phone and were emailed which the signed and returned to the store. The cabinets were picked up on August 4 and we tell the customer at that time to call us a week before they will be ready to template and we will call the installer and have them schedule a date for template. I do not have the date when they called to let us know they were ready for template but the installer went out on October 6, sent us a change request form because the [redacted]’s chose to add backsplash to their counter and changed the color they wanted. We called the [redacted]’s to inform them that there was a cost increase due to adding the backsplash, at that point the customer asked us about viewing the slab. The standard in the industry is Quartz slabs are not viewed, so we told the customer that we would have to ask the installer if they would let them see the slab. We received the okay to have the slab viewed as soon as it was in the installers’ warehouse.My team member called them back on October 11 and received the payment for the additional stone and told the [redacted]’s that they could view the slab as soon as it was in the warehouse because they do not order the slab until they have templated so they know how much product they need. The installers are given a standard 2 weeks from template to install all of which is gone over with the [redacted]’s at the original time of sale and it also is stated in the terms and condition that all delivery times are estimates, we cannot guarantee specific deadlines because we do not control the installer business. The [redacted]’s made the payment and we told them that we would let the installers know to call when the slab was there to view. After hanging up my team member received a phone call back saying they wanted to cancel the countertop that the process was taking too long. At this point it was only 5 days, 3 business days since the template was done. My team member tried to explain that after time of template and the product being ordered that there is normally no refunds and that we would have to get approval from my district manager and there would be a restocking fee of 25% as well as a template fee and a reversal of the extra 5% for bundling the counter and cabinet purchase. The customer asked why and said that they didn’t believe that was right and we mentioned that it is all on the terms and conditions page. The customer said good bye and hung up.I as the store manager heard the conversation and called the customer back to see what I could do to fix the situation. I spoke with the husband and explained the our situation and reiterated the whole process and that they can’t order the material off of a computer generated rendition that it is ordered off the in home template so that they order enough material. I reiterated that they were going to allow them to view the slab and that they thought they would have it in the warehouse within 2 days. The customers were adamant that they wanted to cancel and I reminded them again that there would be a restocking fee of 25% because the material had already been ordered and it would have to be shipped back. We hung up the phone and I continued to follow up with installers to see when the stone arrived.I received an email at 3:49pm the next day from our installers saying they had the material there and the [redacted]’s could view it. We called to let them know that the slab was there to view and was told that they were cancelling. I once again reiterated that there would be a restocking charge of 25% because they had templated and ordered the material.The process that the [redacted]’s took to get replacement faces I had no knowledge of because they were ordered through our customer care. We do stock replacement pieces in our warehouse because we have a lifetime warranty on our cabinets but from time to time they may be on backorder. In this case they were on backorder and I do not know the timeframe that the [redacted]’s were given when they requested them since it was not done through me. When they told me they hadn’t received the doors I contacted the team member assigned to their order and asked for them to open a new cabinet box and to send them out to the customer which takes a managers approval in the warehouse. They agreed and sent out the replacement pieces. The [redacted]’s called me a few days later to tell me that they had received one wrong piece and they needed another door, so I took care of ordering the 2 replacement pieces. As for the unacceptable side panel it was mentioned once and we offered to bring out one that we had in the warehouse but it has been shipped back at this point. They never asked for it again so I did not pursue it any further because I figured they would order it through customer care as it seemed that they did not want to work with us anymore.  I believe we have followed all the steps to provide the customer with a countertop and they made the choice to cancel the order when it would have been completed in the stated 2 weeks. We have invested money into shipping the quartz slab back and forth between the distributor as well as the time spent to template and design the countertop. I have discussed the issue with my regional manager and they are trying to work out a fair compromise on this issue.e...