Initial Business Response /* (1000, 10, 2015/05/09) */
50% refund was issued to this customer on 4/
Tracking number was sent to customer on 5/
We are disappointed by the delays as we are sure the customer was put outWe are glad we were able to go above and beyond the resolution they
requested
Thanks for sharing your concerns. We have confirmed that we used the same exact finish and finishing process on your sample order as we did on the larger order. Our finish samples state that the exact color may vary due to the nature of real wood. As previously stated: Like fingerprints,...
characteristic differences in color and grain are produced by nature in every tree. These variations are what create the beauty and interest found in wood. The variations in color, grain and texture will cause variation in the finish, even though identical finishing processes are applied. We ask that you proceed to install the doors. The coloration should blend throughout the kitchen. If one or two stands out as being different, send us a picture, after installation, so we can request a remake. We changed the name of the Dulce finish to be Espresso because this color is popular in the industry and often referred to as Espresso. This name change occurred after the customer placed their sample door order so when they placed their larger order they pointed out that the finish they wanted was no longer shown on our website, so we assured them that we have passed on a note to order processing to match the previous order. We did not change our finish process only the name. Attached are pictures this customer sent us. We are offering you a courtesy refund that you can apply towards refinishing the products that you receive. $16.89 refund on sample door order #[redacted] $507.79 refund on larger order #[redacted] Total Refund $524.68. Reply to the email we sent with your approval and we’ll issue the refund to your credit card or we can send a check. Just let us know which you prefer.
Hi [redacted],You called today to say that you are not happy with the color of the cabinets that you purchased.We highly recommend that you receive a free finish sample or purchase a sample door to ensure you are happy with the color before you buy.This offer is stated online at checkout. It is also...
stated on your original email confirmation as shown below. The reference to finish samples is the last thing stated on your order confirmation.The information on our return policy is also stated on that page where you must click the box saying that you have read and agree to our policies.Here is a link to our return policy. It also states that we will replace any damaged or defective item.https://www.kitchencabinetdepot.com/Returns.htmlYou agreed to our policy which states that you can return the cabinets and there will be a 25% restock fee and you are responsible for the cost of return shipping. You said the color was not what you expected.If you feel that this collection is miss-represented online, then please send pictures of the door from the package that you opened so I can send a request that the warehouse to waive your restock fee. If you are interested in returning this order to get a different collection, then we should be able to absorb the restock fee for you even if the warehouse won’t waive it. The warehouse will not provide refund for the opened package, let me know which one so I can remove it from the return list. I’m sorry, you must decide if you want to keep it or not, before proceeding to open all packages.
Initial Business Response /* (1000, 10, 2015/05/09) */
50% refund was issued to this customer on 4/
Tracking number was sent to customer on 5/
We are disappointed by the delays as we are sure the customer was put outWe are glad we were able to go above and beyond the resolution they
requested
Thanks for sharing your concerns. We have confirmed that we used the same exact finish and finishing process on your sample order as we did on the larger order. Our finish samples state that the exact color may vary due to the nature of real wood. As previously stated: Like fingerprints,...
characteristic differences in color and grain are produced by nature in every tree. These variations are what create the beauty and interest found in wood. The variations in color, grain and texture will cause variation in the finish, even though identical finishing processes are applied. We ask that you proceed to install the doors. The coloration should blend throughout the kitchen. If one or two stands out as being different, send us a picture, after installation, so we can request a remake. We changed the name of the Dulce finish to be Espresso because this color is popular in the industry and often referred to as Espresso. This name change occurred after the customer placed their sample door order so when they placed their larger order they pointed out that the finish they wanted was no longer shown on our website, so we assured them that we have passed on a note to order processing to match the previous order. We did not change our finish process only the name. Attached are pictures this customer sent us. We are offering you a courtesy refund that you can apply towards refinishing the products that you receive. $16.89 refund on sample door order #[redacted] $507.79 refund on larger order #[redacted] Total Refund $524.68. Reply to the email we sent with your approval and we’ll issue the refund to your credit card or we can send a check. Just let us know which you prefer.
Hi [redacted],You called today to say that you are not happy with the color of the cabinets that you purchased.We highly recommend that you receive a free finish sample or purchase a sample door to ensure you are happy with the color before you buy.This offer is stated online at checkout. It is also...
stated on your original email confirmation as shown below. The reference to finish samples is the last thing stated on your order confirmation.The information on our return policy is also stated on that page where you must click the box saying that you have read and agree to our policies.Here is a link to our return policy. It also states that we will replace any damaged or defective item.https://www.kitchencabinetdepot.com/Returns.htmlYou agreed to our policy which states that you can return the cabinets and there will be a 25% restock fee and you are responsible for the cost of return shipping. You said the color was not what you expected.If you feel that this collection is miss-represented online, then please send pictures of the door from the package that you opened so I can send a request that the warehouse to waive your restock fee. If you are interested in returning this order to get a different collection, then we should be able to absorb the restock fee for you even if the warehouse won’t waive it. The warehouse will not provide refund for the opened package, let me know which one so I can remove it from the return list. I’m sorry, you must decide if you want to keep it or not, before proceeding to open all packages.