Quaker Millwork & Lumber, Inc.

2/25/16Revdex.comBryant Woods SouthAmherst, NY 14228ID# ***Dear *** *** ***,This letter Is In response to complaint ID ***Please read the enclosed letter dated 2/15/16, which was sent to this customer, both by e-mail and certified mallIn addition, our response
Is:After the original delivery of the customer's complete order of cabinetry, the customer notified us that there was one cabinet with a slight defectWe told the customer that we could repair the cabinet, and that there would be no compromise to the Integrity of the cabinetWe guaranteed that we would stand by the product, and the area repaired would be fully covered by the counter topsWe picked up the damaged cabinet and made the repair, which the customer had agreed toOnce we called to set up delivery of the repaired cabinet, the customer asked for a new cabinet to be ordered insteadWe then agreed to order a new cabinet and It was ordered the same dayThe customer was called when the new cabinet arrived and was told that we would inspect this cabinet before redellvery to ensure that we were sending out a good replacement, as per our policyThe customer was Invited to our shop prior tothe box being opened and inspected, to allow the customer to witness that there was nothing we were hidingThe customer declined this offerWe told the customer we would take a photograph of the new cabinet together with the repaired cabinet since the customer declined to come to our shopThe only way for us to ensure sending out a quality replacement was to Inspect the cabinet before leaving our shopAfter setting up the day and time of delivery with the customer, we attempted to deliver the new cabinetOnce our truck arrived, the delivery was refused by the customerThe reason was because the box was openedThe cabinet was never looked at by the customerAfter the attempted delivery of the new cabinet the customer called Into our company and spoke directly to me, the ownerI answered the phone In a calm and professional manner, but was verbally attacked by the customer who was swearing and degrading myself and the companyMy goal Is always to address whatever the Issue Is and to service our customerWe had already done this previously by ordering a new cabinet, per the customer's request, after we had already repaired the original cabinet At that time, the customer had thanked us for calling and resolving the Issue In a timely manner, as requested by the customer.When the delivery o fthe new cabinet was rejected, the customer then requested that a third cabinet be ordered InAt that point the customer was told this was not an option because we already have two more than satisfactory cabinets here at our shopThe customer then asked for a full refundThe full refund request was denied and the customer was reminded that they had signed a quote stating that "There are no returns on special order Items." The cabinets were a special order In specifically for this customer, and match only this customer's kitchenWe told the customer at this point he had one of two options: to take the original repaired cabinet, or the new cabinet, and that we would redeliver whichever cabinet he chose one final time, at our expense.We feel that the company has gone above and beyond standard customer service expectationsWe have made accommodations in a very quick manner to avoid any further delays for the customer, at our expenseWe have incurred the expense of sending out a delivery truck and driver to pick up the defective cabinet, deliver the new cabinet, and now redeliver the new cabinet on 2/24/(which the customer accepted and signed off on delivery paperwork), along with the expense of time spent in the shop to repair the original cabinet defectsA defect which would not have compromised the integrity of the cabinet nor been seen once the countertops were installedAdditionally, above regular overhead time has been spent by office staff taking care of this order. Again, we regret that we do not have a satisfied customer to the best of our attempts, however, we feel that every step along the way and decisions we have made have been to our best ability to satisfy and meet the expectations of this customerPlease let us know if you need any further information. Sincerely,Robert Raber, owner

Hi ,I would like to start with the no refund on "special orders" ,if you look at the letter they write me with the sales bill it shows STANDARD CABINETS ,never does it say special order.Next i'd like to talk about them canceling are counter tops with verbally letting us know .Instead the send an e-mail at pm on presidents day ,knowing both myself and my wife work at schools and we used our school e-mails .Since both of us were off we had no idea this had happened ,until the next day when my wife called the counter top place asking why they were not there to measure,then she was told our order was canceled and that it was Quaker's responsibility to inform us One might thing that was done on purpose by Quaker .But because the counter top people are professionals ,they work with us and we ordered new counter tops .What a pleasure to work with such good people .We did incur an added expensive because of this ,which I would like to recover . That bring me to my final thing , Quaker has stated in writing ,that it's there policy to check all orders before they leave But when our original shipment of cabinets came in ALL WERE IN SEALED BOXES .and we were told verbally and by e-mail to open and check all merchandise in a timely fashion ,so that if there is damage to the products ,it can get fixed in a timely fashion as to not hold up the progress of our work.To further my point ,had they open the boxes they would have seen the damaged piece and could have notified us ,so when it was delivered we could have inspected it and either accepted it or refused it right there and then.And the driver could have taken it back And all this could have been avoidedDo they not practice their own policies ? Or do they pick and chose which merchandise their going to open and inspect and which they are not going to .Sounds like talking out of both sides of their mouths to me .And again the foul mouth Bob USE IN OUR CONVERSATION, TO ME THE CUSTOMER, WAS UNCALLED FOR ,UNNECESSARY,AND UNAPPRECIATED!!!!! ***