Kabinet King USA Inc

[redacted] met with one of our designers in our showroom to design a kitchen. After the design was completed it is store policy to go over the quotation with the customer to confirm all items are correct and to inform them of our policies at which time the customer signs off on the sales order. After...

the design was completed and the quotation was reviewed, [redacted] put down a $2500.00 deposit to order the kitchen based on the quoted design. As per our policy all cancellations must be sent via email and are subject to a 5% cancellation fee. Unfortunately [redacted] called to have the order cancelled, instead of sending the request by email. Kabinet King however is refunding [redacted] her deposit less the 5% cancellation fee. [redacted] is not willing to pay the cancellation fee. We are still attempting to resolve this matter. Thank you, Kabinet King Customer Service Team

Firstly, we would like to apologize for the inconvenience that [redacted] recently experienced while shopping with Kabinet King. We pride ourselves on making sure every customer is satisfied beyond their expectation. This particular order had many components. We initially communicated with [redacted] that we would be able to place the order for the countertop to the specifications that he wanted. However we were informed by our vendor that we were unable to manufacture the Amber Milano countertop with the Pluto edge, because that color was a higher priced item. After being notified of this development, one of our employees contacted [redacted] via telephone to inform him of the necessary change to his order. After a thorough investigation, we will honor [redacted]’s request for a refund after the countertop is returned. Again, we sincerely apologize for the delay and the cumbersome situation [redacted] and his family have found themselves in, and hope that they are happy with this resolution. We would also like to inform [redacted] that we will be making amendments to our procedures going forward to prevent instances like this from happening again. Kabinet King has always and will continue to put our customers first.Thank you again. Kabinet King Customer Service Team

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 and the matter has been resolved.
Sincerely,
[redacted]

Hi [redacted], We appreciate [redacted]’s comments; we would like to address her concerns directly. Firstly, we would like to apologize for any miscommunications that have transpired throughout this process.  As for the lead time on her cabinetry, we previously explained to her that her choice...

to go with a custom color would be a longer lead time, being that she would have to approve the sample, before it began production. [redacted] agreed with us to go ahead and order the base cabinets first. This has always been the process when ordering custom colors. In regards to the wood species, [redacted] signed off on Maple for the wood species. The door she had originally seen in our showroom was an Alder species [redacted] were informed that Alder is a softer wood in the spectrum of wood species. [redacted] directed us to go with a harder wood, the same wood on your custom color cabinets, which would be the Maple.  We are diligently working on the issues that occurred with her order. We have reached out to her in order to find a resolution that she would be satisfied with.  We are always striving to have an amiable resolution to any issues that may arise.  In a perfect world we would have orders without any issues. Alas, our world is not perfect; but it is how we handle these unforeseen problems sets us apart from other retailers. We thank her for the feedback and looking forward to working with her to reach a resolution.  Regards,Kabinet King USA, Inc.

Review: Placed an order on 4/*/15. Item was to be delivered by 4/**. Called [redacted] in customer service to give my concerns when item did not arrive at scheduled time. She informed me she was placing another invoice and the item would be here by 4/**/15. Today is 4/**/15, still no item and no help in getting a refund or information.Desired Settlement: I do not want to deal with this inadequate company any longer. I just want my full refund.

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 and the matter has been resolved.

Sincerely,

Review: I purchased over $4,000.00, worth of Kitchen. kabinets and was told by the service rep that I would receive a new sink. She refused to give me the sink once my balance was paid in full.

I then called the main office and spoke to [redacted] and finally the manager [redacted]. To no avail I have not received any return calls or satisfaction of my complaint.Desired Settlement: I would like to have my sink. That's all I am asking for

Business

Response:

The customer came in a did an estimate with us on 03/**/2014. Upon agreeing to the estimate we invoiced the customer $4241.00 on 03/**/2014. The free promotional sink is a by product of the purchase of cabinets AND a counter-top.

This is a promotional item that we did for consumers. The customer in question was well aware of this from the beginning. Both verbally and visually posted.

The customer took 4 and half months to pay an invoice that should have been paid in full before delivery which was in March. She cancelled the counter-top and called the sales person in May stating that she received a counter-top from someone else free of charge. We deducted the monetary value of the counter- top from the invoice which is why it reflex's zero.

After 2 months of trying to get final payment from customer, she finally comes in on 07/**/2014 ,and wants her sink. Salesperson explained to her that a) because she cancelled the counter-top she does not get a free sink. b) promotional well over with. Then she was instructed to call the main branch and see what can we do for her. She called and [redacted] spoke with her and took a detailed message of what happened and that she will speak to her manager when he comes in.

She then spoke to [redacted] who then spoke with [redacted] and was approved of the customer to be given a sink. She was then called on 07/**/2014 and told this because she was here at 10:00 am on 07/**/2014 picking up her sink.

We were only aware of the issue when she came in on 07/**/2014 and took care of it and she pick up the sink on 07/**/2014 as soon as the showroom opened at 10:00 am. Allegations are libel and fraudulent.