Factory Direct Design

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

Complainti: [redacted] RECEIVED MAY Supplier's Response to Problem: All cabinet product which was ordered by the customer, and approved via contract signature, was received by the customerThe roll outs were on backorder and can/will be provided free of charge as agreedThe roll outs are a stock size and are made to fit a stock cabinetThe location where the customer wants to put them is in a cabinet that has been cut-downto a custom sizeSo, in order to make them work in that specific location, the roll outs need to be customized and specialty glides need to be orderedAs agreed, the roll outs are provided free of charge, but the customization of those pieces and the necessary hardware is not part of the free product and needs to be paid for by the customerHowever, as a show of good-faith, we offered to do the customization and provide the customer hardware free of chargeMaterials are ordered based upon the design of the kitchenWhile we understand many people like to DIY, we always recommend customers use a qualified cabinet installer to install their productIn this case, the customer installed the product themselves which means we have no way of knowing what the final product looks like or if the design was followed as outlinedHowever; regardless of who provided the installation all trim pieces are estimated and, as in any construction project, there may be extra pieces left over at the end of the jobIt was explained to the customer that our manufacturer's do not accept trim back as returnCustomer complained about stile that is present on the bottom pantry doorsIt was explained to the customer that this feature is present on all cabinets of this specific sizeThe specific purpose of this feature is to keep the doors from warping as the doors on this size cabinet are tallThis is the way that this product comes to us from the manufacturer and we have no other optionWe have many pantry cabinets here in our warehouse that display this feature and were/are available for the customerto visually inspectWe received correspondence from the customer with his issues and responded to said correspondenceWe offered for the customer to come in to our warehouse (where the transaction took place) and discuss the issues and try to come to an agreeable solutionCustomer then responded with threats of legal actionIt was explained to the customer that if the course of action was going to be legal threats instead of meeting here at our business and discussing the issues, then correspondence would endResponse to Desired Settlement: The pantry doors that customer is requesting simply do not exist and; therefore, are not able to be providedThe roll outs can be provided to the customer as promised and we have already offered to do the customization free of chargeTrim pieces are not returnable, and the extra material is not due to design error

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Complainti: *** RECEIVED MAY 7015Supplier's Response to Problem:All cabinet product which was ordered by the customer, and approved via contract signature, was received by the customerThe roll outs were on backorder and can/will be provided free of charge as agreedThe roll outs are a
stock size and are made to fit a stock cabinetThe location where the customer wants to put them is in a cabinet that has been cut-downto a custom sizeSo, in order to make them work in that specific location, the roll outs need to be customized and specialty glides need to be orderedAs agreed, the roll outs are provided free of charge, but the customization of those pieces and the necessary hardware is not part of the free product and needs to be paid for by the customerHowever, as a show of good-faith, we offered to do the customization and provide the customer hardware free of charge.Materials are ordered based upon the design of the kitchenWhile we understand many people like to DIY, we always recommend customers use a qualified cabinet installer to install their productIn this case, the customer installed the product themselves which means we have no way of knowing what the final product looks like or if the design was followed as outlinedHowever; regardless of who provided the installation all trim pieces are estimated and, as in any construction project, there may be extra pieces left over at the end of the jobIt was explained to the customer that our manufacturer's do not accept trim back as return.Customer complained about stile that is present on the bottom pantry doorsIt was explained to the customer that this feature is present on all cabinets of this specific sizeThe specific purpose of this feature is to keep the doors from warping as the doors on this size cabinet are tallThis is the way that this product comes to us from the manufacturer and we have no other optionWe have many pantry cabinets here in our warehouse that display this feature and were/are available for the customerto visually inspect.We received correspondence from the customer with his issues and responded to said correspondenceWe offered for the customer to come in to our warehouse (where the transaction took place) and discuss the issues and try to come to an agreeable solutionCustomer then responded with threats of legal actionIt was explained to the customer that if the course of action was going to be legal threats instead of meeting here at our business and discussing the issues, then correspondence would end.Response to Desired Settlement:The pantry doors that customer is requesting simply do not exist and; therefore, are not able to be providedThe roll outs can be provided to the customer as promised and we have already offered to do the customization free of chargeTrim pieces are not returnable, and the extra material is not due to design error

Complainti: [redacted] RECEIVED MAY
Supplier's Response to Problem:
All cabinet product which was ordered by the customer, and approved via contract signature, was received by the customerThe roll outs were on backorder and can/will be provided free of charge as agreedThe roll outs are a stock size and are made to fit a stock cabinetThe location where the customer wants to put them is in a cabinet that has been cut-downto a custom sizeSo, in order to make them work in that specific location, the roll outs need to be customized and specialty glides need to be orderedAs agreed, the roll outs are provided free of charge, but the customization of those pieces and the necessary hardware is not part of the free product and needs to be paid for by the customerHowever, as a show of good-faith, we offered to do the customization and provide the customer hardware free of chargeMaterials are ordered based upon the design of the kitchenWhile we understand many people like to DIY, we always recommend customers use a qualified cabinet installer to install their productIn this case, the customer installed the product themselves which means we have no way of knowing what the final product looks like or if the design was followed as outlinedHowever; regardless of who provided the installation all trim pieces are estimated and, as in any construction project, there may be extra pieces left over at the end of the jobIt was explained to the customer that our manufacturer's do not accept trim back as returnCustomer complained about stile that is present on the bottom pantry doorsIt was explained to the customer that this feature is present on all cabinets of this specific sizeThe specific purpose of this feature is to keep the doors from warping as the doors on this size cabinet are tallThis is the way that this product comes to us from the manufacturer and we have no other optionWe have many pantry cabinets here in our warehouse that display this feature and were/are available for the customerto visually inspectWe received correspondence from the customer with his issues and responded to said correspondenceWe offered for the customer to come in to our warehouse (where the transaction took place) and discuss the issues and try to come to an agreeable solutionCustomer then responded with threats of legal actionIt was explained to the customer that if the course of action was going to be legal threats instead of meeting here at our business and discussing the issues, then correspondence would endResponse to Desired Settlement:
The pantry doors that customer is requesting simply do not exist and; therefore, are not able to be providedThe roll outs can be provided to the customer as promised and we have already offered to do the customization free of chargeTrim pieces are not returnable, and the extra material is not due to design error

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]