Cliqstudios.com, LLC

CliqStudios generally advises our customers to allow to weeks for production and delivery of semi custom cabinets This includes to weeks for the cabinets to be built in our factory plus to business days for transit from our facility to the local delivery service, plus another business days for the local service to deliver the cabinetry to the residence Here’s a link to the company website page regarding what timeline to expect for delivery http://www.cliqstudios.com/delivery/ As per my July 14th email, which is attached, I explained that the long haul transit time of to days stretched out beyond the customary timeline Even though our company shipped the order a little earlier than expected, the trucking company in this case took business days instead of the typical to Despite the longer shipping transit time, this order was still delivered weeks from the original order date which is within the window of time we say that we will deliver the product While we apologize for the inconvenience, there is no compensation to be offered since the product was ultimately received within the stated timeframe

We have made significant good faith efforts to resolve this case and believe that this dispute should be considered resolvedWe submit the following information for your review: April Christopher [redacted] purchased products for a total of $6,June Mr [redacted] notified us the pantry cabinet was hinged on the left side when it should have been hinged on the rightSince these are custom building materials which must be shipped by truck, a typical original order delivers in to weeks, and an expedited replacement order delivers in approximately weeksThe replacement cabinet was delivered at no charge in weeks June Mr [redacted] notified us the sink base wouldn’t workTo correct the issue, Mr [redacted] requested stick of molding and a new drawer frontWe provided those items at no chargeThe drawer front shipped was the incorrect sizeWe offered to order another drawer front and to ship it overnightMr [redacted] declined this replacement offerJuly Mr [redacted] notified us the base wastebasket would not stay closedAn order for new glides was placed, but the incorrect item shippedWe offered to re-order and to ship via overnight delivery at no chargeMr [redacted] declined this replacement offerJuly Our vice president spoke with Mr [redacted] and offered to provide a replacement drawer shipped overnight at no charge and to refund 100% of the purchase price of the base wastebasketMr [redacted] declined this replacement and refund offerCliqStudios’ has made good faith efforts to satisfy Mr***100% of the products in the original custom order was built, shipped and deliveredHe has expressed dissatisfaction with of the itemsWe continue to offer a replacement and/or refund for those items, yet Mr [redacted] is demanding a full refund for ALL itemsCliqStudios terms of sale state we are not liable for special, indirect, incidental, consequential or punitive damages: http://www.cliqstudios.com/terms-of-sale/

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is minimally satisfactory to me

Hello.We are so sorry that your cabinets arrived damaged and are happy to stand behind our product As per your warranty and our return policy, we've already credited your account for the full purchase price of the cabinets Today, we also processed a $refund for the shipping charges to deliver the product to you As per our return policy, the cost of return shipping of the product to our factory is not refundable The full return policy is available to view online here: http://www.cliqstudios.com/return-policy/

Initial Business Response /* (1000, 5, 2015/09/04) */
Hello
We are so sorry to hear that your experience with our company has been so frustratingThat is certainly not our standard practice; please accept our sincere apologiesWe want for you to love your new kitchen and so we fully intend to
make this right
Yesterday, our Director of Customer Experience tried to telephone you and then he also sent a follow up emailWe want to make sure you have everything you need, and all the proper documentation of replacement orders, to finish your kitchenPlus, because we understand that our error created additional labor charges, we will take care of those as wellYour contractor may even bill us directly if you'd like
I have also reached out to you in an email to provide you with my name and contact infoShould you have any other questions or concerns please feel free to contact me directly at anytime
Thank you

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

Dear Revdex.com,We are so happy to report that we've reached a conclusion with the customer on his complaints We understand that one of our employees omitted a dimensional notation and that caused a problem for the customer during his project installation We are so very sorry for that
I believe the employee has apologized personally to the customer for this omission In the meantime, I understand that the customer has returned the unwanted items for a full refund as we waived the restocking fee on his refund as a courtesy for his trouble We've also credited the customer $for the shipping fee on his most recent order as an additional courtesy In total the customer's credit card was refunded $ A couple of items needed to be replaced and those products have been replaced and shipped free of charge.We received a confirmation email from the customer on January 3rd indicating that all credits had been received and he was simply waiting on the UPS delivery of his replacement parts That delivery is now complete If Mr*** has any additional questions or concerns, he should absolutely feel free to reach out to me directly The Revdex.com will supply my contact info. Very best wishes

I am rejecting this response because:
I still ended up having to pay $to ship the original three cabinets back to Cliqstudios to fix the issue of the designer measuring incorrectlyCliqstudios waived the restocking fee which should not even have been a question, but the cost of the shipping should not be left for the customer to pay when the error sits with the designer from CliqstudiosHer error caused the issue and is the reason the three cabinets had to be sent backWhy on earth would I need to pay that return shipping at a cost of $429?! Cliqstudios have made right with all of the other issues so far except this oneThe credits that were given were due to error on Cliqs part and has nothing to do with the shipping cost that I incurredThis shipping should be paid by Cliqstudios without a doubt

I am rejecting this response because:The response from the company basically attempted to make the customer "me" the problem They did not address the slow processing and shipping, they failed to address the 30+ phone calls I had to place to report their errors to them When you add up the processing and shipping times, we waited weeks for replacement items to correct their problems, and still never received the correct replacement parts.Not even a single apology, their problems cost me hundreds of dollars in contractor expenses and $to get the products fixed by a local company Not even a single apology The only fault of mine was choosing this company, and that I highly regret

Thank you for your recent inquiries regarding your order of semi-custom cabinetsAs you know, during the purchase process we stated that once your order was placed there would be a 48-hour period during which changes, including cancellation, would be permittedA change made to an order after the
48-hour period would incur additional feesThere are two key points where this information is statedFirst, as you worked with our designer to configure your order, the order packet contained the following terms: “Any changes made after the order has been placed will be subject to a 25% restocking fee and additional shipping charges.” Second, during the checkout process, before you could apply payment, you accepted and agreed to the Terms and Conditions, confirming that you verified the dimensions and that you understand any changes made after the purchase may result in a restocking feeIf you had disclosed to us that you did not yet own the home for which the cabinets were being ordered, our team would have advised you to wait until after the real estate transaction was finalAt no point did you disclose that your purchase was for a home you did not ownWhen you called to tell us, the order was past the 48-hour holding periodAt that point, with your order in production, we allowed a cancellation and return to stockThe restocking fee covers a portion of the actual expense to process late cancelled ordersSome of the costs the company incurs for late cancellations include design and space planning labor; supply chain labor for pulling and subsequently restocking the re-usable components; production labor; material cost for any components not re-usable; finance and customer support labor for entering, then cancelling the order and payment; and credit card processing feesYour order has been cancelled as requestedThe credit card used to pay for the order was refunded $5,894.68, which is the total purchase price less the restocking fee

We stand by our original offer and believe we have made good faith efforts to satisfy Mr***100% of the products in the original custom order were built, shipped and deliveredHe has expressed dissatisfaction with of the itemsWe have repeatedly offered a replacement and/or refund for those items

Thank you for your feedback When shipping damage occurs on special order cabinets, we will replace the damaged item at no charge to the customerWhen we offered to send you a replacement at no charge, you said that you would prefer to just send the whole order back to us instead As you know, our return policy allows you to do this and you were granted a full refund of the purchase price and the original shipping cost, plus the restocking fee was waived However, the cost of return shipping is your responsibility This is clearly stated in our return policy

CliqStudios generally advises our customers to allow to weeks for production and delivery of semi custom cabinets. This includes to weeks for the cabinets to be built in our factory plus to business days for transit from our facility to the local delivery service, plus another
business days for the local service to deliver the cabinetry to the residence. Here’s a link to the company website page regarding what timeline to expect for delivery. http://www.cliqstudios.com/delivery/As per my July 14th email, which is attached, I explained that the long haul transit time of to days stretched out beyond the customary timeline Even though our company shipped the order a little earlier than expected, the trucking company in this case took business days instead of the typical to 7. Despite the longer shipping transit time, this order was still delivered weeks from the original order date which is within the window of time we say that we will deliver the product. While we apologize for the inconvenience, there is no compensation to be offered since the product was ultimately received within the stated timeframe.***copied and pasted from email

CliqStudios generally advises our customers to allow to weeks for production and delivery of semi custom cabinets. This includes to weeks for the cabinets to be built in our factory plus to business days for transit from our facility to the local delivery service, plus another business days for the local service to deliver the cabinetry to the residence. Here’s a link to the company website page regarding what timeline to expect for delivery. http://www.cliqstudios.com/delivery/As per my July 14th email, which is attached, I explained that the long haul transit time of to days stretched out beyond the customary timeline Even though our company shipped the order a little earlier than expected, the trucking company in this case took business days instead of the typical to 7. Despite the longer shipping transit time, this order was still delivered weeks from the original order date which is within the window of time we say that we will deliver the product. While we apologize for the inconvenience, there is no compensation to be offered since the product was ultimately received within the stated timeframe

Initial Business Response /* (1000, 5, 2016/03/21) */
Hello
We are so sorry to hear that your experience with our Customer Service department has been less than outstandingWe take great pride in the rapid response of our service department and our customers often write to tell us how happy
they were with our serviceWe are experiencing some delays at this time due to a seasonally high volume of ordersWe apologize for any inconvenience these delays caused you and hope you'll give us another opportunity to win your business
For this order, we are happy to refund the full $shipping charge, and are able to confirm the paperwork to apply that credit has already been passed to our accounting departmentPlease allow a few days for processingThank you for your business and let us know if we can be of any further assistance to you
Initial Consumer Rebuttal /* (2000, 6, 2016/03/21) */

I am rejecting this response because:I should not be made to incur shipping charges for defective product If the product had been in acceptable condition I would not have returned This is the fault of the company so I should not have to incur any expense

Hello. We are so sorry for the experience you had with our cabinets. Your experience is not typical and we do want to make this right for you.  On October 12, 2017 our accounting department issued a full refund to the credit card on file that was used to pay for the order originally. ...

Thank you.

CliqStudios generally advises our customers to allow 4 to 6 weeks for production and delivery of semi custom cabinets.  This includes 2 to 3 weeks for the cabinets to be built in our factory plus 5 to 7 business days for transit from our facility to the local delivery service, plus another 5...

business days for the local service to deliver the cabinetry to the residence.  Here’s a link to the company website page regarding what timeline to expect for delivery.  http://www.cliqstudios.com/delivery/ As per my July 14th email, which is attached, I explained that the long haul transit time of 5 to 7 days stretched out beyond the customary timeline.  Even though our company shipped the order a little earlier than expected, the trucking company in this case took 12 business days instead of the typical 5 to 7.  Despite the longer shipping transit time, this order was still delivered 4 weeks from the original order date which is within the window of time we say that we will deliver the product.  While we apologize for the inconvenience, there is no compensation to be offered since the product was ultimately received within the stated timeframe.

Initial Business Response /* (1000, 8, 2016/02/19) */
We were so sorry to learn of this consumer's disappointment in his kitchen and would like to work with him on a satisfactory resolution. Our director of customer service has been in contact with the customer and has offered the...

following:
Replacement or Refund.
If the customer chooses to keep the products, we will replace 100% of the products damaged in shipping at no cost.
OR
If the customer wants to return the cabinets for a refund, then we'll accept a return shipment. In accordance with the terms of sale the customer signed prior to purchasing a 25% re-stocking fee on any cabinets not damaged in shipping will apply.
We hope the customer accepts one of these offers of resolution.
Initial Consumer Rebuttal /* (2000, 10, 2016/03/03) */

Dear Mr. [redacted].Thank you for reaching out to discuss your recent experience with CliqStudios.  I believe that our Design Studio Manager has spoken with you directly and answered many of your questions. Any cabinets that you received which you will not need or use may absolutely be...

returned to CliqStudios for a full refund.  As a courtesy, we've also waived the $250 shipping fee on the additional cabinets you've ordered recently. As our Design Studio Manager explained when the two of you spoke, our designer reviewed the list of cabinets that your wife had provided, and made some adjustments in order to meet nationally accepted standards for a quality, functional kitchen layout.  For example, the standard is that cabinets should never be run right up to the window casing, and so our designer adjusted your layout to allow 3-inches of clearance on either side of the window.  She also centered your sink directly under the window, rather than leaving it awkwardly off-center, and she recommended placing a filler between the cabinet and a return wall to ensure adequate clearance for the cabinet door to open without obstruction.  Finally, your designer added all the molding and trim pieces you needed to complete your kitchen.   When your wife received the layout with the designer's note that she felt she was close to the intent, and your wife should look it over to verify and to let the designer know if she wanted changes.  Your wife replied,  "Oh my gosh Vanessa, I Love you!!! Haha! I can't believe how close you got it just from the cabinets in my cart! The only difference is the refrigerator wall would be exactly switched left to right. So drawer base, full size base, refrigerator panel, refrigerator, and then pantry on the very right and we would need that right end finished. (I think I did that wrong in my quote). Otherwise it looks perfect and we are still under budget. Yay! It's so fun to see it. You have a wonderful weekend as well and I'll look forward to talking with you ASAP.  Thanks again!"Then, once the designer made those changes as requested and sent the new layout and quote to your wife to verify, your wife responded, "It's absolutely perfect! Thank you so much! We are ready to order, so what is the next step I need to take?"As you can imagine, we had every reason to believe that the order with the recommended sizes had been accepted and would work for you.  Again, we are happy to give you a full refund on any of the cabinets you wish to return, and we've waived the $250 shipping fee on your most recent order. warmest regards,