RSI Home Products Inc

His order Po# *** was shipped on Southeastern freight yesterday 6/17, pro# ***

I forwarded the complaint to our PCS division customer care supervisor and this is his response.
 
I left him a VM a few weeks ago to call me. This has to do with a drawer front falling off. He is the second owner of the house. The house was built way before 2009. The kitchen is past its...

warranty. It’s wear and tear.
 
 
Regards,
 
[redacted]
RSI PCS
Customer Care Supervisor
909-614-2977

We received notification from customer on 11/30 that he felt the cabinets lacked in quality due to the knots in the Hickory.  The beauty of hickory wood is the knots and variations in the wood.  The customer claimed it was false advertising because the brochure did not match the...

product.  On all our literature we have a stated disclaimer that “natural wood” is inherent with “natural characteristics”. 12/1  I responded with an email indicating that the look of the cabinet is within the natural characteristics of the wood and was not a “warranty issue”.  I also indicated in our warranty it states, RSI can repair or replace, if it is a true defect. This is not a true defect.   The customer wanted full credit of the product sent to him directly and I advised that it would have to go through [redacted], since the purchase was through [redacted] and is part of our partnership.  12/08 Replacement doors sent out even though there were no issues with the quality of the doors.  Customer was not happy with the replacements.  Customer will not accept the full credit and wants new doors and drawers.  At this point RSI and HD discussed and we were never going to satisfy the customer.  RSI advised HD that we would credit the customer his full value and he could keep the cabinets. At this point RSI chooses to refund the full amount and no further action will be taken. [redacted]Manager, Sales /CS Adminstration714-578-2523   [redacted]Manager, Sales Administration714-578-2523[redacted]@rsi[redacted]products.com

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.The response contains several inaccuracies -- My only communications on the dates indicated were with [redacted], and all responses came through them.  The knots may be beautiful, but there are none in either their printed brochures or the samples in the store.  I never asked for credit either directly or indirectly.  Moreover, our contractor recently pointed out that the replacement doors sent out are not the same kind (perhaps different wood or different stain?) as the ones we purchased.It would appear that we were sold a discontinued line, so RSI could never have addressed the problem (which pertained to just a handful of doors & drawer fronts).  As a result, it is probably unreasonable to expect them to be able to address this issue, though they should have made this clear at the time of the initial sale.  However, their attitude and procedures have been impolite and unhelpful throughout.  They also provide very poor service -- both to us and to [redacted], whose salespeople report having been kept on hold for a very long time.  
Regards,
[redacted]

Revdex.com:I spoke to a representative of RSI PCS in reference to the message sent to Revdex.com by RSI PCS.  I reject RSI's repeated assertions that anything occurring after the expiration of the warranty qualifies as wear and tear.  I spoke to the representative about the need for case by case evaluation.  Particularly when portions of their products are revealed to have been improperly installed/manufactured.  I do not think this is unreasonable as many other industries replace or repair their products long after the expiration of warranties when defects are detected.  I can not say in complete confidence that there will be any change in RSI's policy in this regard but the representative at least acknowledged that possibility.  The representative also offered to complete the repair work I had requested in my initial contact with RSI PCS.  Unfortunately I had already completed the repairs as I had invested well in excess of the time and effort I felt this situation should require.Having stated all of this, I will say that RSI's representative was very professional and ultimately offered the solution I had requested in the very beginning.  Its unfortunate that it took this amount of work on both our parts but hopefully the process will be smoother for future customers in the event they experience similar issues.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and...

find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Sorry for the late response, we are contacting the customer to resolve. Are warranty does state that we do not cover any labor but we will take care of this customer.

Review: Hello,

I have experienced 3 separate issues of poor craftsmanship/faulty installation of cabinetry with this company. A section of overhanging cabinetry began to separate from the wall approximately 2 years after we purchased the residence. We contacted the home builder & an inspection was done. It was determined that the cabinetry was separating from the wall because nails, rather than screws, had been used to attach it to the wall. The home builder used screws to reattach the cabinetry to the wall because it constituted an immediate safety hazard. Approximately 1 year later I installed a new dishwasher in the dishwasher opening in the cabinetry. I had trouble lining up the dishwasher in the opening & I could not determine the problem until I took measurements of board along the left side of the opening. The board was 30" long & the top end was 4" across while the lower end was 3 1/2" across. I find this difference in width in a short board to be completely unacceptable for an opening that is supposed to be snug. The most recent incident occurred approximately 3 weeks ago. I was in a rush to attend to my infant son & I closed the right door of my under-sink cabinet as I walked away from the cabinet. When I did this, the false front above the door fell off. Luckily the false front board did not strike me since I was walking away. I looked at the false front & the backing board & I noticed that the installer had used seven very small nails to attempt to attach the false front. Unfortunately three of the nails bent after exiting the backing board & did not penetrate the false front. A fourth nail only exited the backing board by 1/8". Consequently the only portions of the false front that were ever attached were the upper & lower left corners & upper middle. I contacted RSI's Mira Loma division & was told that wear and tear would no longer be covered. I agree with that policy, however this is not wear and tear. These are 3 instances of faulty installation/manufactDesired Settlement: I find it very disappointing that RSI does not stand behind the craftsmanship and safety of its products. My greatest desire is that this company change its warranty policy in regard to the safety of its products. In many other industries safety issues and faulty installation/manufacture results in repair/replacement of products. I feel that the false front and dishwasher opening issues could have easily been identified through thorough quality control. I have also spent several hours seeking a resolution on this issue with no success. Consequently, I have had to correct the issue at the expense of my own time and materials so that I could eliminate the presence of several exposed nails. As such I also request reimbursement for the materials and equipment required to safely reattach the false front to the backing board.

Business

Response:

I forwarded the complaint to our PCS division customer care supervisor and this is his response.

Review: I ordered a Masterbath vanity, made by RSI on or about May 8, 2015. The delivery date was supposed to be May 29, 2015. The company was contacted in early June and a representative indicated that it would be shipped that day (a Friday) or the following Monday. The company was contacted today (through Home Depot) and they would not give a delivery date.Desired Settlement: Delivery by June 17, 2015

Business

Response:

His order Po# [redacted] was shipped on Southeastern freight yesterday 6/17, pro# [redacted].