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Express Kitchens Reviews (23)

KITCHEN REMODEL NIGHTMARE
I had the most terrible experience with this company. First I spend approximately 18k with them to update my kitchen cabinets back in March. Covid happened then I received a text message stating that my cabinet install date will now be delayed due to covid. So I waited to tear down my kitchen until I received an update. A woman calls me telling me that my cabinets will be installed at the initial date but I need to contact their financing company because there is a block and if I don't they will not do the kitchen. So long story short I had to contact the finance company on 3 different occasions due to the fact express kitchen did not do their part on submitting the proper paper work for billing. Total waste of my time. Kitchen was pushed out until June. Then when they went to install the cabinets they hacked the crap out of one of them and the trim. The board that goes on the side of my refrigerator is warped, they didn't align the cabinets so I have gaps. The seal they applied to the top of the cabinets are gapped. I had to have them come back 2 times to try and fix them and they still couldn't. They had to order a new cabinet in which I had to have someone else come in and cut out for my stove. I am still waiting on new trim because of the hack job they did and I keep getting calls saying the delivery date but I receive nothing. I get no communication from Express Kitchen. I constantly call with no return calls. I spoke with a Daniel Nasiadka which he was no help and now with Bill and am getting no where. I was not able to cook for my kids for 4 months always having to buy food out and considering the fact that this all happened during COVID made it so much worse. We spoke about how to resolve this matter and Bill said he would get back to me and now I have been waiting about a week with still no response. So I am paying on a kitchen that is subpar. My personal opinion don't use them. They have no customer service skills and they shouldn't be in business. As they continue to lie because on the BBB website they stated they came to my house on oct 20 which they didn't. Prior to the third time of them coming out I explained to the second gentleman Bill Hesbach because Daniel nasiadka no longer handles this(he dropped the ball and never communicated with me). I stated this prior and during the conversation we had and he said he would have the installers correct it. My initial conversation with daniel started right after the cabinets were installed and in July as well with photos sent to their company and I was assured it would be corrected. The installers came out and stated that they couldnt fix them which was a lie and they installed the cabinet they previously damaged in and I told them not to do the cut out as they hacked it twice before. The installers also didnt provide the trim pieces so I contacted Bill and he assured me he would get that corrected which I did not hear back I contacted it again and he said they were on his desk he said he will contact me the following morning to let me know as soon as they were sent out which he then tells me that they are the incorrect parts so he had to order new ones. The new ones came in supposedly damaged now and they have to reorder another set of new ones to have them delivered on the 20th. I had to have someone else come and cut out the cabinet for my stove and take down the cabinets and reinstall them the correct way according to our contract (they were 1/2-3/4 inch off )with Express kitchens. I also reported them to the Better Business Bureau and I have plenty of pictures plenty of emails and plenty of phone contacts according to my phone records and their contract. And as per our last conversation with Bill hesbach he said he was going to have a credit issued to me because of everything that has happened which I have yet to see. So if they want to continue blowing me off and not completing the contract that they provided this issue will be heard in court. They can state whatever they choose to but according to my attorney I have enough evidence to receive compensation. This is what the installers did when doing their cut out for my stove insert. That is why I had to have someone else install it. Its funny though how Bill states to me he would issue me a credit if I changed my review but then never communicated back about the credit and still waiting on parts
KITCHEN REMODEL NIGHTMARE
KITCHEN REMODEL NIGHTMARE
KITCHEN REMODEL NIGHTMARE
KITCHEN REMODEL NIGHTMARE
KITCHEN REMODEL NIGHTMARE
KITCHEN REMODEL NIGHTMARE

170 days and counting for our "3-day kitchen installation"
Express Kitchen started our "3-day kitchen installation" on January 15, 2020. It is now July 2, 2020 and we are still waiting. Most of our kitchen supplies have remained in boxes in our living room and dining room for the past 6 months which adds to pandemic stress. FINANCING: I get a January bill for the full sale amount from "Greensky" with added interest accruing from the date of sale in December without EK having to install one iota of anything. The interest rate was supposed to be 9.99% and they are charging me 15.99%. I go around and around multiple times with Greensky who told me not to worry about the interest rate Miss Mary, it's the monthly payment amount that matters; no one there understands math. I find other financing options to rid myself of their insanity. CABINET INSTALLATION: One guy shows up to do the installation and he does manage to get most of the basic cabinets installed in two days to his credit. There's a problem with one of the upper cabinets which the designer erred on over the stove. "You don't want to have to put an extra hole in the wall to make it fit, do you?" Ah, no. A new cabinet has to be reordered and this prevents installation of crown molding, toe kicks, and shelving apparently. We are given a March 17th date to complete the installation and he shows up a few days early for crown molding and toe kicks before the Covid shut down thank goodness. He has excuses why he cannot install the shelving in the lower cabinets. Then he was supposed to complete the install in June. NOT. A proxy comes over to make a list of things undone. Now there is an inventory problem with the sliding cabinets and we are being given an August 12th date which is not soon enough if it even happens then. The company knows all of this. I have been in touch with them multiple times, including today. I think the "chat" guy disconnected me. COUNTERTOP: They did a phenomenal job and the countertop looks perfect and installed on time as promised. "PLUMBING":Their "plumber" installed the dishwasher, sink, and icemaker lines for the frig. Dishwasher: dishwasher shelves kept sliding all the way out. EK sent a manager out to assess all my concerns and sent another "plumber" out to correct the dishwasher installation. Sink faucet: Squeaky. Needed replacement. A "plumber" came again to replace the faucet; that night my husband discovered the leak under the sink into my nice new scratched up sink cabinet (no garbage slider as purchased). I notified EK and 2 days later their "plumber" called out sick. I told him not to worry, the sink was also fully clogged by this time and we were getting an outside plumber. Sink: I loved the deep sink which was slow to drain. I thought it was the sink design at fault. NOT. When a real plumber came to fix the leak and the clogged sink, we paid close to $700 to get it fixed. The real plumber laughed when he saw how it was hooked up and not vented which is apparently a Plumbing 101 lesson; the pipe back-up extended to my washing machine which smelled like a swamp. EK's "plumbers" had made 3 visits before this and they did not notice this (?). Icemaker Hookup: Leaking. Apparently, they just punched a needle-like device through the copper piping which was partially crushed and leaking. It was only a matter of time according to the real plumber Ca-ching, ca-chang. More mula. I told the manager I was dealing with that they should reimburse us for the plumbing expenses to correct their errors. No response to that point. They should at the very least refund their own charges for plumbing activities and check to see if their plumbers are licensed in this state. I also take offense in the irony of their advertising and promotions to nurses. I'm a clinical nurse at a hospital with direct patient care but they do not care one whit about me. They already had my money in December apparently. It is a sad state when businesses lack integrity.

Review: I purchased a kitchen from the [redacted],CT store. I paid to have my kitchen measured and the money($65) was supposed to be subtracted from my order, it was not. I had a lead test which said my kitchen wall behind my sink had lead and I had to pay$840 for removal. I was told I would receive a certificate telling me that the lead was removed, I did not. Then when the man came to remove the cabinets for the lead removal he tore down walls on the side of my range and refrigerator. He asked if I wanted the back splash removed and I said yes. He never called me into the kitchen to show me that he was taking down these walls. The cabinet installer put up the new cabinets and now I have a mess! Plus the crown molding that was installed separated and I have been trying to contact the installer and I have not been successful. He did call once and I wasn't home. Plus the salesman owes me refunds and I have not received them as yet.Desired Settlement: I would like for the walls to be repaired.

Business

Response:

We spoke with [redacted]; we have already taken care of the $410 refund, she is owed additional $65 which we are sending her a check for. As per my conversation we have come to a agreement on how to proceed with her concerns and we will ensure that the kitchen is finished to her satisfaction.

Consumer

Response:

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

I have spoken with Charles M[redacted] from Express Kitchens. He asked me to send a picture to him of the problem in my kitchen. I have sent the pictures and so far have not heard anything from him. I did receive $410 and I am still owed $65 which he says he will send. so to me the problem is not entirely resolved but I did get results. Thank you for your actions to my complaint.

Sincerely,

I was very pleased with every aspect of my renovation. Quality products. Quick installation and great customer service.

Review: We started a kitchen remodeling during the week of April 21. we are still waiting for finishing items for our kitchen. My husband and I have taken several days off for scheduled appts only to have the installers not show up and no calls to cancel or showing up 1 1/2 hours after scheduled time. Initially the wrong counter was ordered, it was not in when it was supposed to be and nobody notified us until the afternoon before the scheduled install! We had to wait 2 1/2 weeks for a replacement,leaving us with no use of our kitchen. The initial sink was dented which again left us with no use of our kitchen for another week. A replacement was ordered and it came without necessary installation hardware.I had to leave work early AGAIN and go to Hartford to get another sink. Scratched cabinet doors, gaps between the counter and walls and the list goes on. The installers failed to show 3 times and we are still waiting for our sink to be fixed and caulked, a side splash and other things.This is not the quality work we were promised when we signed our contract with Express Kitchens.Desired Settlement: Complete all outstanding work as originally contracted in a timely manner. Compensation for time lost from work due to missed/no show appointments.

Business

Response:

[redacted] (Install Manager) & [redacted] (Project manager )visited customers home, We have reached a resolution with the customer. We 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 with. We will do everything necessary to resolve the customers concerns and ensure the kitchen is finished to the customers satisfaction.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

[redacted] I am waiting to hear back from [redacted] regarding the date for the finish work. Once the work is finished and finished to our satisfaction, I will gladly rescind this complaint. [redacted]

Business

Response:

The final installation for [redacted] is Scheduled for Saturday the 16th, I have confirmed this with [redacted] via email, and would like to assure the customer that we are expecting to finish the kitchen 100% on this date.

Consumer

Response:

Review: [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 service. We have had at least 5 (if not more) appts. scheduled 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 call. I can't even get a response from a manager. The 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 there. Nobody came or called. My neighbor told me they came at 1:30 !! Why, I don't know. I had to call yet again and had to now wait until Oct.20. Again.......nobody showed up or called. I emailed them and have not even gotten a call back. This is such poor customer service. This is how they treat their customers? I can not refer anyone to them with this history. I 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 it. I 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.

Review: I had to pay upfront from my kitchen cabinets and installation. The cabinets were installed with 3 damaged doors, trim that was not put on, and defective stain to one of the cabinets. The installer told my husband that the doors would be ordered immediately and I called the women at the Waterbury office and the other 2 issues. She told me to send pictures and she would be working on the order right away. I waited 3 weeks before contacted the store knowing that the cabinet doors were special order. Today, 3 weeks later, I received a call to find out the issues and the order hasn't even been placed. This is terrible to have to pay upfront and not get the outcome that was promised. Also if there was anything left over from my order such as trim and molding it was not left with me. Remind you, I paid for everything.Desired Settlement: I want my cabinet doors to be replaced, the cabinet to be fixed and the trim to be put on that I paid for ahead of time.

Business

Response:

I would like to take this opportunity to acknowledge Mrs.[redacted]'s review and give a update on the doors. We have scheduled completion of Mrs.[redacted]s kitchen on Dec 14th, and our expediter Danielle has confirmed the dates.

We apologize of the delay in getting the doors, but we will ensure the kitchen is completed 100%.

Also We take people’s comments very seriously. If someone isn’t happy, we address this issue to the best of our capability. We now have 8 locations in CT and ** where we service our customers out of; we install between 20-30 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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: they did come to my house to fix the issues and one of the new cabinet doors was damaged. Now I have to wait them to order a new door and then for an appointment for the door to be installed.

Sincerely,

Business

Response:

I thank Mrs.[redacted]'s for updating this review on the doors. We went to Mrs.[redacted]s kitchen on Dec 14th, with the 3 replacement doors, out of those 3 1 was not found acceptable and we have re-ordered it again. Our Customer Service Rep Cynthia has also assured Mrs. [redacted] that we are going to make sure we expedite the last door so that the project is completed 100%. Also We take people’s comments very seriously. If someone isn’t happy, we address this issue to the best of our capability. We now have 8 locations in CT and ** where we service our customers out of; we install between 20-30 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.

Review: One of the drawers is too big, such that I cannot even open it, since it runs into my dishwasher handleDesired Settlement: I was promised a new drawer, which I never received. Then I was never called, while a new drawer front sat in the store. I've contacted by email, phone, and stopped by, but still no resolution, several months later.

Business

Response:

We have reached out to the customer via email; We will ensure we resolve his concerns.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. At this point it is still promises, not reality. Time will tell if there will be any follow-through.

Sincerely,

Went 5 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 fit. There 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 mistake. We eventually had to drive up to the store to physically speak with someone to get a straight answer. After that, they told us they would order a new counter top for our bathroom. We also bought another cabinet to fit under the other mis-measured counter top. This time to avoid any mistakes, the company sent out someone to correctly measure the space. The person there said they would put the cabinet on rush order so we could at least have part of the house completed. We waited over 5 weeks with no call. When 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 ordered. We had to wait another 3 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 be. Nobody else we spoke to had any clue about our order. We finally got everything picked up and installed in September and were relieved everything was over.
Dealing with Express Kitchens was such an ordeal! It took way longer than it should have. We should have had everything completed in April. When 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 sinks. I expected a lot more from a company with Express in their name.

Review: I had a kitchen installed on November 10, 2014 and the end product reflects multiple issues; the contractor Express Kitchen, fails to rectify shoddy workmanship. Copy of letter to Express Kitchen copy and pasted herein elaborating on details (pictures in original letter did not transfer).

Express Kitchen [redacted] RE: [redacted] – Kitchen installation issues

Invoice # [redacted] To Whom It May Concern:

On November 10th I had a kitchen installed. I was told the install process would be two days – cabinets in one day (11/10), counters and appliances in one day (11/18). In fact, it took 6 days of contractors needing access to the home causing me to miss excessive time from work and much time wasted waiting for contractors that didn’t come and had to be rescheduled!

I spoke with [redacted] (Express Kitchen) in the morning Saturday November 22 regarding outstanding issues with the install. [redacted] told me “her commission had already been charged $135 because she forgot to charge me for the dishwasher install” which, in fact, is charged to me on my invoice and she basically said “I’ll see what I can do but [no promises] they already charged my commission…”. It is none of my business or concern that her commission was withheld and I am not sure what that has to do with anything. She offered no solution or promise of my satisfaction so I stopped payment to Express Kitchen for $2,406.32, the balance I paid on November 17. It is unheard of in the world of contracting that a job be paid in full prior to completion for just these reasons.

As of now, the following issues remain outstanding:

1. The dishwasher is not recessed – I paid $165 for install and it sticks outs 2” beyond the countertop, any sweeping done in front of it will shove the dirt under the dishwasher, the legs of the dishwasher are in plain sight

2. The microwave is loose - Not only did I pay $105 for this to be installed, and it should have been done on Nov 10, I had to call multiple people, multiple times, I waited for contractors who never showed up multiple times and now that’s its finally done it actually rattles and wiggles on its bracket and over time this will only worsen, at some point it may crash down onto the stove and/or person using it

3. There is a toe kick gap between the two corner cabinets – I was charged $82.32 for toe kick. This should have been sealed instead a 3” gap remains and food (like a dropped grape, etc) and dirt will collect between the cabinets. Once the lost food begins to rot, it becomes a bigger issue as well as a buildup of unreachable dirt over time.

4. The sink counter has a significant gap against the wall – $2,257 for stone counters and there is almost ½” wall gap on the sink counter. The man who did the template specifically mentioned none of the walls are flush, and he accounted for that on his templates - the other 3 walls are perfect indicating the fault lie with the template or the stone cutting. The caulking job is so bad gaps were left where I am able to actually pass paper right through as if nothing is there at all and there is unpaintable caulk mess all over the wall. Water and other substances will get behind the cabinets causing rot and mold over time. The cabinet installer came by to see what could be done – he suggested the tile company should provide a 4” matching backsplash and then left without even so much as a “good bye” or any indication when I will be contacted regarding fixing the issue.

5. There sink cabinet has a significant gap between it and the wall large enough to insert my fingers - There should be ¼ round or other trim installed here to prevent things getting behind the cabinet. I was charged $33.60 for molding and $21 for a repair kit for just this type of thing.

6. I was charged $165 for ‘extra work’ for dishwasher install – (copied here, verbatim) “Misc Sku-extra work to do plumbing for dishwasher like putting extra dtain or parts.but no electrical included”. The plumbing for the sink and dishwasher was already present, brand new, with shut offs, all Express Kitchen did was screw in the hose…and leave the dishwasher protruding from where it should be.

See relevant pictures attached below.

I have sent a copy of this letter to the Revdex.com, State of Connecticut and do not intend to release the $2,406.32 I have disputed on [redacted] until all above issues are corrected.

Sincerely, [redacted] ###-###-####

The dishwasher is not recessed (PICTURE)

There is a toe kick gap between the two corner cabinets (PICTURE)

The sink counter has a significant gap against the wall – paper/food/water fits easily behind (PICTURE)

– the caulk is all over the wall and UNPAINTABLE, is sloppy and attempting to caulk a ½” gap! (PICTURE)

The sink cabinet has gap against the wall large enough to insert my fingers (PICTURE)Desired Settlement: Correct, repair and/or replace all 6 outstanding items.

As of now, the following issues remain outstanding:

1. The dishwasher is not recessed – I paid $165 for install and it sticks outs 2” beyond the countertop, any sweeping done in front of it will shove the dirt under the dishwasher, the legs of the dishwasher are in plain sight

2. The microwave is loose - Not only did I pay $105 for this to be installed, and it should have been done on Nov 10, I had to call multiple people, multiple times, I waited for contractors who never showed up multiple times and now that’s its finally done it actually rattles and wiggles on its bracket and over time this will only worsen, at some point it may crash down onto the stove and/or person using it

3. There is a toe kick gap between the two corner cabinets – I was charged $82.32 for toe kick. This should have been sealed instead a 3” gap remains and food (like a dropped grape, etc) and dirt will collect between the cabinets. Once the lost food begins to rot, it becomes a bigger issue as well as a buildup of unreachable dirt over time.

4. The sink counter has a significant gap against the wall – $2,257 for stone counters and there is almost ½” wall gap on the sink counter. The man who did the template specifically mentioned none of the walls are flush, and he accounted for that on his templates - the other 3 walls are perfect indicating the fault lie with the template or the stone cutting. The caulking job is so bad gaps were left where I am able to actually pass paper right through as if nothing is there at all and there is unpaintable caulk mess all over the wall. Water and other substances will get behind the cabinets causing rot and mold over time. The cabinet installer came by to see what could be done – he suggested the tile company should provide a 4” matching backsplash and then left without even so much as a “good bye” or any indication when I will be contacted regarding fixing the issue.

5. There sink cabinet has a significant gap between it and the wall large enough to insert my fingers - There should be ¼ round or other trim installed here to prevent things getting behind the cabinet. I was charged $33.60 for molding and $21 for a repair kit for just this type of thing.

6. I was charged $165 for ‘extra work’ for dishwasher install – (copied here, verbatim) “Misc Sku-extra work to do plumbing for dishwasher like putting extra dtain or parts.but no electrical included”. The plumbing for the sink and dishwasher was already present, brand new, with shut offs, all Express Kitchen did was screw in the hose…and leave the dishwasher protruding from where it should be.

Business

Response:

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 6 items that [redacted] had concerns on have been resolved.

Consumer

Response:

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]

Review: I bought laminated cabinets ,3 0f the doors were not laminated. For several months I have been trying to resolve the problem. they have sent a man with doors to replace the non laminated doors and each time they send painted cabinets doors thats not what I paid for. They told me for three doors they are not going back to the manufacturer. I just want to get what I paid for.

Business

Response:

Mr [redacted], We thank you for taking the time to post this review. We are sorry to hear that you weren't completely satisfied with your experience. I would like to confirm that my Installs Manager Tim did reach out to you and we have agreed to replace the 3 doors in question 1 more time; and if you are still not 100% satisfied we will issue a refund to you for the same 3 doors.

I would again like to thank you for taking the time to review us and acknowledge that we will use it to improve our customer service. We take people’s comments very seriously. If someone isn’t happy, we address this issue to the best of our capability. We now have 8 locations in CT and ** where we service our customers out of; we install between 20-30 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.

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 efficient.
Highly Recommended

Review: I went to the professionals because I didn't want to do it myself, I needed a cabinet with a trash basket inside, I had to pay extra to modified the cabinet and when I got it the insert for the trash didn't fit, they told me they don't make one that fit the cabinetI had to put that cabinet because I need to install the stone countertop that was cut already for that cabinet, but it is a useless cabinet not even close to what I pay forEven I didn't get the insert for the trash can, I have not get the money backDesired Settlement: I want them to fix the cabinet to make it what I pay for in my house because it is install already, or give me 100% of the money back so I can hire a carpenter to make this a functional cabinet

Consumer

Response:

From: [redacted]

Sent: Thursday, December 05, 2013 10:12 AM

To: Revdex.com

Subject: complaint against express kitchen

I, [redacted] from [redacted]. want to make a statement that on Dec 5 2013, Express Kitchen complete the job to my entire satisfaction, if there is any questions please feel free to call me at [redacted]

Sincerely yours

Ohh save your money and go somewhere else! The cabinets were damaged without recourse, tried to resolve this for months and they did not even called me back!!! What an awful place!

Review: My husband and I purchased our new kitchen cabinets from Express Kitchen in [redacted]. This has been a lengthy process for us which we began in September 2014, as we are renovating our house. We paid for our cabinets in full in October and were told by our salesperson that our order qualified us for a free sink. Our paperwork detailing our order and payment also confirms that we qualified for a free sink (up to 249$) because we paid over 3000$ for our "Star Cabinetry". At that time we were not ready for countertops, because we were unsure what material we wanted. We let our salesperson know we were unsure, and she gave us quotes for countertops. At no time did she tell us that the free sink was conditional upon us getting our countertops there. Susequently we decided to purchase our countertops elseware, and we let our salesperson know that as we were in the store on 2/20/15 reviewing & revising our cabinet order (there was no mention of the sink during this conversation by the salesperson). We stopped in to the store again on 3/2/15 to review & add to our cabinet order and our salesperson stated "you remember you are getting a free sink right?" To which, my husband assured her we remembered. Our order was delivered on 3/3/15 and the sink was not delivered. My husband has been into the store several times to go over the very botched up order and when he asked about the sink he was told by our salesperson and [redacted] (from the [redacted] office who he spoke with via phone) that our order did not qualify for the free sink because we didn't get the specific cabinets that the free sink comes with. My husband advised him that we were never told that, and we were reminded about the sink, and he was then told we were only getting it because they thought we were getting our countertops from them. The only concession [redacted] was willing to make was to charge us 100$ for the sink. We have spent an excess of 5000$ at Express Kitchen for cabinets, and are not willing to pay for the sink, when we were assured in writing that we were getting it for free.Desired Settlement: We have now had to purchase a sink on our own, and we want Express Kitchen to reimburse us for it. We will submit the copy of the reciept for our sink and want it reimbursed to us. We are not willing to pay Express Kitchen any additional money.

Business

Response:

Greetings

We are happy to respond that we did reach out to [redacted] and have provided the sink to him at no charge. We are glad to work with the customer with any concerns that he may have to ensure the kitchen project is completed to their satisfaction.

Consumer

Response:

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,

Review: We ordered and paid for counter tops for our kitchen on May 6, 2013. We were told that we would have them in 3 - 4 weeks. At 4 1/2 weeks they delivered the 5 counters, one that had bad coloring compared with the other 4, and one with a chip in it. Thirteen days later they arrived again with the 2 problem tops. The new one that replaced the one with a chip, now has 2 chips, and the other, although the color is right, has a seam that is not flush, and now there was also a chip in it. Eight days later we went to Hartford to see the progress, since we were tired of disconnecting the plumbing for each visit. The seam was still not flush and nothing had been done about the chips. We went back the next day and reluctantly accepted the counters. (There are tiny chips along the edges of some.) Twelve days later they installed the counters. In the process they put 4 chips in my porcelain sink. One is 6 inches long and about 1/2 in high. That one is in the front of the sink. They claim it is not their fault, that the sink was old. The sink had no chips when they started. They never mentioned the damage when they were here. They said to wait to clean up the area around the sink when the caulking was dry. We have also noticed that one counter doesn't even reach the end of the cabinet. It seems to me that 9 1/2 weeks is a long time to wait for poor workmanship and damage to a good sink. They offered us something for all our problems before the sink problem. We accepted a 4 ft.finished counter for my workshop of any light color. I feel they should either fix or replace our sink. We now have the hole cut in the counter for a sink of this size. If we have to replace it and can't find one the same size we will have to buy a new counter.

Product_Or_Service: Counter tops

Desired Settlement: Fix or replace sink

Business

Response:

Business Response /* (1000, 5, 2013/07/31) */

Customer purchased counters only from Express Kitchens, Customer wanted to reuse their old sink which we put in. When we finished no damage was noted on the paperwork. Inspite of this we have contacted [redacted] and have ordered a touch up enamel kit to try and repair the chip. Customer has agreed to this solution and we will take the necessary steps to address his concerns

Consumer Response /* (3000, 12, 2013/08/22) */

Express Kitchens came out yesterday to repair my sink. The sink still is in very poor condition. I am still very displeased with their response and the work they have done. I have given up ever getting any satisfaction from them. I don't think they really care about their customers after they get the money. I am left with a damaged sink, counters with small chips, and one counter that doesn't reach the end of the cabinet, and that counter is also not level. This job was supposed to be done in 3 - 4 weeks. We ordered and paid in full on May 6, 2013. To say the very least we are very disappointed in the job and the time it has taken.

Review: Ordered a complete kitchen from Express Kitchens, including granite counter tops. One cabinet in particular was extremely delayed, and was not delivered in a timely fashion until several phone calls to the business. Once the cabinet was delivered (the day before the granite install) it had damage and was not exactly the same as the others (it had soft close doors, none of the others have this feature). Granite was installed, with several noticeable chips to the back of the counter, and the back seam of the counter to wall (behind the sink) was never sealed. I spoke to [redacted] several times requested credit for the cabinet, and damage to the counters. I submitted photos to back up the complaint, and confirmed receipt of the photos. I have made several calls to follow up with no answer and no credit given.Desired Settlement: I would like a refund for the cabinet, and acceptable credit for the damaged counter top ($350). Also I would like the counter to be sealed along the back wall as it should have been.

Business

Response:

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 managers. Renovating 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 space. The whole process was so smooth. Even the installation was clean and completed in a day! All that and the price was lower than 3 other companies we were considering.

Review: On 9/30/14, I purchased a white Silestone countertop from the [redacted] branch of [redacted]. The sales person was probably the rudest person I've ever encountered, but I proceeded with the purchase anyway. The installation was shoddy - yellow, inconsistent, and rough seams, rough edges, and the backsplash was too thick for me to be able to turn on the hot water at full flow. After several months of working with the stone yard and a representative at [redacted] main branch in [redacted], including them sending out a repair person multiple times, the countertop is now what I'd refer to as "good enough". The primary seam, which I was told by the gentlemen that did the template would not be noticeable, is still noticeable and uneven. The backsplash had to be cut down in height to allow for hot water flow. Generally speaking, what I purchased was not what I got and is not of a quality that I think anyone would expect of a brand new countertop.Desired Settlement: Once we got to "good enough" I asked (I was a bit surprised they didn't offer) if they could take a % off the original price. Their response was an offer of a $100 credit stating they dont do discounts, but rather stand by their work. I disagree. They stood by their work in the form of me making concessions. To me, standing by their work their work would have been replacement. In lieu of replacement, I felt at least 25%-50% off would be acceptable.

Business

Response:

[redacted] job:

We installed the job on 10/21/14. 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 additive. We 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 11/3/14 to change the seam color and sealed the back splashes to the countertop with epoxy. She 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 splash. The 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 further. This 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 used. As 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 1/31/15 and cut them down to 3 ½” and go back to install them and address all her concerns again on 2/4/15. We were able to successfully reinstall the backsplashes, caulked the bottom of the backsplashes to the counter, addressed the little nicks ect.. to her satisfaction again. She 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 refunds. If you have any other questions please contact me at [redacted].

Sincerely

We have been dealing with express kitchens since October 30 2015. The cabinet guys did not do a good job. They hid mistakes, ran out of trim, left nails holes everywhere and brought the wrong cabinet. They have been to the house three times and once again brought the wrong color wood. Would not recommend them.
It is now January and they still haven't finished our kitchen.

Review: We had a new complete kitchen installed 4/14. After the install we noticed that repairs had to be made. We contacted the company and they sent out a repairman 6/14 and most of the repairs were completed. The repairman was supposed to finish the backsplash which was not the correct size. The repairman said that he would have to come back with another backsplash. We were also concerned about how the countertops were installed. Two of the seams are acceptable, one seam is mismatched and not acceptable. The repairman took pictures of the unacceptable countertop seam and said that he could not make the repairs to the counter tops and the company would get back to us. We have not heard from the company since the repairman left. We contacted the company three times (6/11, 6/25 & 7/5) via email, two to the install manager [redacted] and one directly to the company. The company still has not contacted us to complete the kitchen as promised as of 7/11/14.We would like the Revdex.com to help us get our kitchen finished and we are requesting a settlement. Thank you.Desired Settlement: We would like the seams on the counters repaired or the countertops should be replaced if they can not be repaired and the backsplash should be finished.

Business

Response:

We visited the customers home this week, We applied a coat of seam fill to reseal the seam ; The customer was un-happy with the finished product, as the seam was not leveled. We have come to a agreement with the customer as you can see in the email attached here. we are refunding the customer for countertop, and are going to go back out there to finish a side splash.

Consumer

Response:

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,

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Description: Kitchen Cabinets & Equipment - Household, Kitchen & Bath - Design & Remodeling, Bathroom Remodeling, Kitchen Cabinets - Refinishing, Refacing & Resurfacing, Cabinet Equipment & Supplies, Granite, Cabinet Doors, Cabinets, Countertops, Wood Kitchen Cabinet and Countertop Manufacturing (NAICS: 337110)

Address: 231 Weston St, Hartford, Connecticut, United States, 06120

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