Complaint: Materials ordered were different than what arrived at the house We spend a lot of time with our customers reviewing plans and going over the specifics of every cabinet detail for detail. In this particular situation; the customer came in with a plan from one of our
competitorsThis plan had plainly labeled lazy susans for the base comer cabinetry. Therefore, we included lazy susans in all of our quotes. We indicated to our customer that the line of cabinetry our competitor was pricing had inferior lazy susansWe stated that we also sold this cabinetry if they wanted" it, but would not be comfortable using it in residential situations because it is very low endWith their agreement,we provided an estimate on a better quality cabinet. Please see attached e-mail from the husband indicating satisfactory receipt of all cabinetry. Complaint: They never received or reviewed any paperwork. It is part of our standard procedure to have all customers review and sign off on all layouts and work order tickets prior to collecting a deposit and ordering the cabinetry(Work order tickets include a list of every cabinet, as well as the pricing.) Please see the attached signed copies of the layout and work order ticketI have highlighted the cabinets in questionThe lazy susanswere, in fact, ordered and signed forComplaint: Delivery required payment prior to unloadingIt is standard procedure that all retail sales are Cash On DeliveryIf payment has not been made with a credit card prior to delivery, we collect a check before unloading materialsMost of our competitors require payment in full prior to placing the orderComplaint: Panels needed to install crown moldingPanels were not included in the original estimate, and are not required to install the crown moldingGenerally the cabinets are notched to fit the crown moldingKitchen Express has a full showroom where crown moldings can be seen installed without the use of panels, and they took very professionalPanels are not quoted or ordered unless specifically requested by the homeowner or contractorThe contractor preferred to have the panels, and this was not known until after delivery of cabinetryResolutionAfter review of the signed plan and paperwork Kitchen Express and the homeowner have agreed on the following resolutionPanels: the homeowner is going to pay the additional charges since they were never factored into the estimate; and it was determined that they were not needed, but preferred by the contractor that was hired to complete the installation of the kitchenLazy susans: Kitchen Express has agreed to exchange at our cost the lazy susan cabinets with base easy reach cabinetsThe homeowner is only responsible for the cost difference between the twoDelivery/COD: The delivery had been arranged as a COD, and the customer was aware the balance was to be paid prior to deliveryI have included a copy of the e-mail from the homeowner stating they are willing to pay the additional charges to get the above mentioned items
Complaint: Materials ordered were different than what arrived at the house We spend a lot of time with our customers reviewing plans and going over the specifics of every cabinet detail for detail. In this particular situation; the customer came in with a plan from one of our
competitorsThis plan had plainly labeled lazy susans for the base comer cabinetry. Therefore, we included lazy susans in all of our quotes. We indicated to our customer that the line of cabinetry our competitor was pricing had inferior lazy susansWe stated that we also sold this cabinetry if they wanted" it, but would not be comfortable using it in residential situations because it is very low endWith their agreement,we provided an estimate on a better quality cabinet. Please see attached e-mail from the husband indicating satisfactory receipt of all cabinetry. Complaint: They never received or reviewed any paperwork. It is part of our standard procedure to have all customers review and sign off on all layouts and work order tickets prior to collecting a deposit and ordering the cabinetry(Work order tickets include a list of every cabinet, as well as the pricing.) Please see the attached signed copies of the layout and work order ticketI have highlighted the cabinets in questionThe lazy susanswere, in fact, ordered and signed forComplaint: Delivery required payment prior to unloadingIt is standard procedure that all retail sales are Cash On DeliveryIf payment has not been made with a credit card prior to delivery, we collect a check before unloading materialsMost of our competitors require payment in full prior to placing the orderComplaint: Panels needed to install crown moldingPanels were not included in the original estimate, and are not required to install the crown moldingGenerally the cabinets are notched to fit the crown moldingKitchen Express has a full showroom where crown moldings can be seen installed without the use of panels, and they took very professionalPanels are not quoted or ordered unless specifically requested by the homeowner or contractorThe contractor preferred to have the panels, and this was not known until after delivery of cabinetryResolutionAfter review of the signed plan and paperwork Kitchen Express and the homeowner have agreed on the following resolutionPanels: the homeowner is going to pay the additional charges since they were never factored into the estimate; and it was determined that they were not needed, but preferred by the contractor that was hired to complete the installation of the kitchenLazy susans: Kitchen Express has agreed to exchange at our cost the lazy susan cabinets with base easy reach cabinetsThe homeowner is only responsible for the cost difference between the twoDelivery/COD: The delivery had been arranged as a COD, and the customer was aware the balance was to be paid prior to deliveryI have included a copy of the e-mail from the homeowner stating they are willing to pay the additional charges to get the above mentioned items