Stone Creek Furnishings

We have a signed contract and signed drawings to replace the vanity cabinets and medicine cabinets with the exact locations.       After the new replacement medicine cabinet was installed in the specified location the customer decided it would look better if it was...

moved.  Moving the location would require opening up the drywall to add 2x4 framing, drywall repair and move an existing electrical outlet.  The charge to do this work would be in addition to the original contract.      The delay in starting the project was due to the customer rescheduling.

Stone Creek has no problem picking up the unit and refinishing the unit, if requested by the customer. The other choice we would be able to do, is to give the customer a wood care kit, in which it would gives the customer a 5 year warranty on the finish itself. Sorry, in reading the complaint I felt that the request was for more the integrity of the unit rather than the finish. Either way we would be glad to do either suggestion to take care of the finish for the customer. Ultimately we want the customer to be happy with unit that we had built. Stone Creek feels that giving money back on a unit, does not repair the problems that the customer wants fixed. Please let us know what you like Stone Creek to do.

To Whom it may concern:   The customer is seeking a discount because of delays in a kitchen remodeling project and Stone Creek is of the opinion the delays are due to changes in the scope of work initiated by the client.  Contrary to the complaint Stone Creek and the client have been in...

constant communication during the entire process.  Delays in completion have been due to major revisions to the scope of work by the customer as recent as February 1, 2016 changing the locations of the sink and cooking appliances.  This change involved electrical, plumbing moves and redesign of kitchen cabinets. Stone Creek has corresponding emails showing dates of changes.   Since that time numerous other minor additions and changes have been made to the project last dated 4/29.  The floor damage referred to in the complaint: This damage is from improper application of the floor coating by a contractor prior to Stone Creek resulting in poor adhesion to the concrete floor.  We suggested they call the original contractor for a warranty claim, we were told by customer the contractor is no longer in business. The customer also stated that he would be refinishing flooring after project was done to our salesman.

The only big design change was to move the sink (SC's suggestion).  SC caused the delays.  On 3/8 Mike promised a new final date of 3/30 (not met).  On 4/7 I had to ask for an update due to no response. We are more than 3 times past the original completion date, which is not due to changes.  The discount request is for more than just delays. They miscommunicated designs to their team, and thus installed items incorrectly. I said the wine fridge handle should be on the side. When the cabinet finally showed up it was still wrong and they had to remake it. The island cabinets were installed more than a foot off, even though the correct layout was in their drawings all along. [redacted] was not told of the glass shelves, and so the backsplash was put up first. [redacted] then had to cut through the backsplash and they are not as sturdy as if they were installed correctly. We asked for cabinet organizer websites 5 times. On 2/11 Tim e-mailed about 6" can lights though I had mentioned that we wanted the same smaller cans we already had. On 2/17 I asked again for a new timeline, and again on 3/1, 3/2.  I had to start calling people on 3/3.  I spent hours clarifying and correcting their mistakes.  What triggered this complaint was the owner’s rude and unprofessional response. I did what he asked and his reply is attached, if you view this on a mobile device the box is a laughing emoji face. SC has been dismissive of their errors, and when we followed their directions to attempt resolution they laughed at us. The level of service we've experienced is dissatisfactory.  They've mentioned nothing about the quartz, and they pass off the floor damages as poor installation but we’ve had the floor for 3 years and have not had this kind of damage until SC.I stand by my request to be discounted and compensated for the damages caused, installation failures (which resulted in delays on their end), lack of response and attention to detail, missed deadlines, and miscommunications.

We are not sure how to respond.  The issue of quality control remains, the unit left the plant with what we would call quality issues, it is a large unit and it took some time to really inspect it here at home.  We did sign the statement.  We can't see having it removed and living with the damaged wall space.  We went back to the showroom and saw the luster on most of the pieces, maybe if we got into every nook and cranny there we would find the rough exterior but we doubt it.  The warranty states that they give no warranty to wood finishes so where does that leave us.  We understand this is a small business and we took comfort in it being a locally owned operation.  Maybe we were naive in our expectations.

Hi Marie,  I personally talked with the customer today (being 3/11).  He told me that they would be removing the complaint to the Revdex.com because the unit was totally completed on Feb....

13th to their satisfaction.  In good faith Stone creek will also be sending a wood care kit out to them that gives them a 5 year warranty on the lacquer of the unit. If you need anything else from me please email me what I need to do. Sincerely, Wade W[redacted] ###-###-####  Ext.[redacted]

Stone Creek did have [redacted], president of the company go to the [redacted] home and inspect the damage. We have contacted a place replace the panel. We will stay in contact with the [redacted] until this is complete for them.Sincerely,[redacted]Business ManagerStone Creek...

Inc.[redacted]

We have a signed contract and signed drawings to replace the vanity cabinets and medicine cabinets with the exact locations.  

Arial,sans-serif;">    After the new replacement medicine cabinet was installed in the specified location the customer decided it would look better if it was moved.  Moving the location would require opening up the drywall to add 2x4 framing, drywall repair and move an existing electrical outlet.  The charge to do this work would be in addition to the original contract.      The delay in starting the project was due to the customer rescheduling.

Hi Marie,  I personally talked with the customer today (being 3/11).  He told me that they would be removing the complaint to the Revdex.com because the unit was totally completed on Feb....

13th to their satisfaction.  In good faith Stone creek will also be sending a wood care kit out to them that gives them a 5 year warranty on the lacquer of the unit. If you need anything else from me please email me what I need to do. Sincerely, Wade W[redacted] ###-###-####  Ext.[redacted]

The only big design change was to move the sink (SC's suggestion).  SC caused the delays.  On 3/8 Mike promised a new final date of 3/30 (not met).  On 4/7 I had to ask for an update due to no response. We are more than 3 times past the original completion date, which is not due to changes.  The discount request is for more than just delays. They miscommunicated designs to their team, and thus installed items incorrectly. I said the wine fridge handle should be on the side. When the cabinet finally showed up it was still wrong and they had to remake it. The island cabinets were installed more than a foot off, even though the correct layout was in their drawings all along. [redacted] was not told of the glass shelves, and so the backsplash was put up first. [redacted] then had to cut through the backsplash and they are not as sturdy as if they were installed correctly. We asked for cabinet organizer websites 5 times. On 2/11 Tim e-mailed about 6" can lights though I had mentioned that we wanted the same smaller cans we already had. On 2/17 I asked again for a new timeline, and again on 3/1, 3/2.  I had to start calling people on 3/3.  I spent hours clarifying and correcting their mistakes.  What triggered this complaint was the owner’s rude and unprofessional response. I did what he asked and his reply is attached, if you view this on a mobile device the box is a laughing emoji face. SC has been dismissive of their errors, and when we followed their directions to attempt resolution they laughed at us. The level of service we've experienced is dissatisfactory.  They've mentioned nothing about the quartz, and they pass off the floor damages as poor installation but we’ve had the floor for 3 years and have not had this kind of damage until SC.I stand by my request to be discounted and compensated for the damages caused, installation failures (which resulted in delays on their end), lack of response and attention to detail, missed deadlines, and miscommunications.

We reached out to the client and offered to do the relocation of the medicine cabinet at our expense. I understand she is on vacation and has not responded as of 08/02/16

To Whom it may concern:   The customer is seeking a discount because of delays in a kitchen remodeling project and Stone Creek is of the opinion the delays are due to changes in the scope of work initiated by the client.  Contrary to the complaint Stone Creek...

and the client have been in constant communication during the entire process.  Delays in completion have been due to major revisions to the scope of work by the customer as recent as February 1, 2016 changing the locations of the sink and cooking appliances.  This change involved electrical, plumbing moves and redesign of kitchen cabinets. Stone Creek has corresponding emails showing dates of changes.   Since that time numerous other minor additions and changes have been made to the project last dated 4/29.  The floor damage referred to in the complaint: This damage is from improper application of the floor coating by a contractor prior to Stone Creek resulting in poor adhesion to the concrete floor.  We suggested they call the original contractor for a warranty claim, we were told by customer the contractor is no longer in business. The customer also stated that he would be refinishing flooring after project was done to our salesman.

Our contract states clearly that "the delivery date stated herein is an approximate day only and is subject to change in the sole discretion of Stone Creek. While Stone Creek will endeavor to meet the stated delivery date, Stone Creek does not guarantee that delivery will be made on the stated date." Which is signed by our customers. We do understand that the process for this particular job was frustrating to the customer. We are willing to work out a agreement with the customer. We do feel that the customer is asking for to much of a discount. As for the flooring issue we found that the paint on the customer floor has a adhesion problem. Stone Creek used painters tape to covers customers floor. After process of finishing the customers furniture. We pulled up the tape and some floor paint came up with it. Again we do not feel this should be in anyway Stone Creeks fault. Customer is welcome to get a second opinion. In ending we are still showing a balance of 3611.01 owed by the customer. The job is complete.

I was having two bathrooms redone, The one that is in question has not been done it is setting with the medicine cabinet on the floor and the mirror on the floor. I did not  reschedule anything. They measured and brought them out to install and they would not fit correctly. They will have to move the medicine cabinet over six inches before it will fit correctly. I did not  measure or did I do the design the way it was done. I paid them to do it  and now it does not work and they have not fixed it and say they will not unless I pay $500.00 more.  I do not think it is my fault. I paid them to do a job and they screwed up and I am still waiting for them to complete the job.  I have not ever ask them to reschedule anything I have been waiting since April for them start and complete this job. I have even moved my vacation to my son's in CO. for a month and it is still not complete. I have always been available every time they have called to do any work.  They have sent three guys out here at different times to measure and take down all the problems. They have all made recommend how it can be fixed and then they go back and nothing happens. I just had their guy here on Monday and he called and the owner will not et him do anything. What do I do now?

Review: Hired stone creek to refinish my cabinets. color selection made - came home after work to see finished product - wrong color and insides of cabinet and underside not refinished. complained to [redacted], advised that they only refinish what you can "see" which did not include the insides of the cabinet but did have tech come back to complete the spraying of the underside. Stone creek's photos in their advertisements of before and after show that the insides of the cabinets are also included which is very deceptive. I had asked the salesman who is the owners son when first having him come out to quote the job when I need to take out the contents and he advised they'd let me know. I assumed that the inside would be also included (from the photo of their advertisement and comment from the salesman (who was the owner's son) and signed the contract. There were numerous problems with the job which were finally resolved except for the omission of inside cabinet refinish - I would like this company to finish the job .Desired Settlement: finish the inside of my cabinets like their advertisement redo photos show

Business

Response:

The customer's job was for refinish of cabinets. Our refinishing includes visible surfaces only (including open cabinets and interiors that can be seen through glass). Nowhere in our advertising does it say otherwise and we do not show pictures of the interior of any cabinet that has a door. Also, our ads cover more than one aspect of cabinet treatment and the ad in question covers refinishing, refacing and replacement, not just refinishing. There is nothing deceptive about the ad.

On all types of cabinet rework, we routinely as customers to remove contents simply to prevent accidental damage. We also tape off the interior of the cabinets to protect them against paint and stain that is being done on the outside.

As the customer mentions, issues that were part of the signed contract were fixed, as promised.

This company failed to provide supervision and or inspections that resulted in delays, reworks and substandard quality of work. It did not adhere to any printed schedule. The workers failed to respect and protect my home, did not clean up following each days work, borrowed tools and did not return in the same condition, and caused damage to other areas they had to pass through. We had three bathrooms remodeled. The start date for the first two bathrooms was August 18, 2014 and the third bathroom was completed on January 21, 2015. There was not a break between Phase I and Phase II. The extraordinary length of time was the results of rework on everything from drywall, plumbing, electrical, cabinetry, and granite work. In their defense they did make corrections whenever it was identified by the homeowner.

Review: We ordered a new bathroom vanity from the business on December 5th, 2015. The estimated completion date we were given was January 12, 2016. The project has taken much longer to complete, with what we consider to be unreasonable delays.

The cabinetry of the vanity was delivered January 27th, and then someone came out to measure for the granite countertop on January 28th. The guy that came out to measure on the 28th was 3 hours late, which caused me to miss a half day of work. We were told that the granite would be delivered February 9th.

On Feb 8th, I called to confirm that our granite would be arriving on the 9th. I was given a time frame of 8am to 10am. At 3PM the contractor still had not shown up with the granite. I was able to speak with Tammy at Stone Creek and she said she would contact the granite contractor personally and tell him to be at my house at 8am on the 10th. I had to cancel an appointment on the morning of the 10th, which I will be charged for, in order to be home for the granite delivery.

The contractor did not show up at 8am, so at 9am I called Tammy. She said she would call me back. My husband then got a call on his cell phone from somebody saying they were from the granite company. They claimed they had tried to call that morning and could not reach anyone, which is a blatant lie. My home phone and cell phone both show no incoming calls from them. My husband was given a new time for the 10th, this time between 12 and 1PM. I also received an email about this time saying that the granite would be installed between 12 and 1PM. Tammy called my husband and said she wanted us to call her if the granite person was not here by 1PM.

The granite installer did not arrive by 1PM. My husband called to let Tammy know, but had to leave a message on voicemail.Desired Settlement: Reimbursement for my missed appointment fees and time off from work.

Finish entire project by Feb 13th, or let us out of contract to find another source for our countertop. We have already paid for the vanity.

Return the sink that they took from us at the template appointment.

Provide the hardware for the vanity that they forgot to deliver when the cabinets were delivered.

Business

Response:

Hi Marie, I personally talked with the customer today (being 3/11). He told me that they would be removing the complaint to the Revdex.com because the unit was totally completed on Feb. 13th to their satisfaction. In good faith Stone creek will also be sending a wood care kit out to them that gives them a 5 year warranty on the lacquer of the unit. If you need anything else from me please email me what I need to do. Sincerely, Wade W[redacted] ###-###-#### Ext.[redacted]

Stone Creek gladly took thousands of dollars of my money under the premise they would deliver custom furniture within a contractually agreed to time frame. When the time frame wasn't met and I asked for a price reduction, suddenly I didn't hear anything from them for DOUBLE the period of time of the original agreement. THREE months after the original agreement I grudgingly accepted delivery of the custom furniture. They had my money. I had no recourse but to wait for furniture delivery ON THEIR SCHEDULE. Of course - as the consumer I'm suppose to absorb their business issues without appropriate compensation. They "understand" I'm not a happy consumer.

Here's hoping your experience is better. Let the BUYER BEWARE.

Review: I purchased office furniture which consisted of a peninsula desk two sets of drawers and a large file cabinet/cradenza. Stone Creak did build and deliver the furniture as quoted and the furniture is fine. However, there was damage to my stainless steel refridgerator when the movers where moving the furniture through my kitchen. Unfortunately I saw the movers struggle to manouver around my island, but I didn't check for damages while they were still at my house. About an hour after the movers left, I noticed a ding in my refrigerator and called Stone Creek immediately to report the damage. I was instructed to send pictures and include the make/model of the refrigerator (which I did immediately). The next day, I talked to the office manager at Stone Creek who said the movers would come out to inspect the damage (which I thought was strange, typically a Customer Service rep or manager would come out to inspect the damage and review the complaint).

The movers came and of course said they couldn't have done the damage. Measurements were taken. The Credenza on the movers dolly measured 37in in height and the ding in the refridgerator measured 36 in inheight (on the refrig). (which to me is very close assuming they had to wiggle the furniture which could have caused the ding to be a little lower on the appliance. (I should note, I have a large island in my kitchen, so it isn't a straight shot through the kitchen with such ar large piece of furniture)

The next day I called to check on the claim and I was told that the Owner at Stone Creek had talked to the Movers and given that they have worked for Stone Creek for a long time and they said they didn't cause the damage, Stone Creek would not be fixing the damage.

I was appauled that Stone Creek would make such a decision without sending an independent representative from the company to inspect the damage and the surrounding area in order to make an informed and unbiased decision.

I asked to speak with the Owner. I asked to have someone in Management come out and assess the situation and damage. I am now waiting for that appointment to be set upDesired Settlement: My desired outcome is twofold; 1). I would like to see Stone Creek change their customer service policy and to send a representative out to assess the damage and area rather than the movers. or at the very least send a management representative along with the movers who can listen and make an unbiased decision. 2). I would like Stone Creek to repair any and all damages to my refridgerator and to refund any delivery charges I paid (including the tip I gave to the movers prior to seeing the damage)

Business

Response:

Stone Creek did have [redacted], president of the company go to the [redacted] home and inspect the damage. We have contacted a place replace the panel. We will stay in contact with the [redacted] until this is complete for them.Sincerely,[redacted]Business ManagerStone Creek Inc.[redacted]

We purchased granite from Stone Creek Furniture because of their amazing sale on granite at the time. Their sales associates were friendly and knowledgeable about the product which made us feel confident and at ease with our decision.

At the time of the deposit, we knew the timeline of template and delivery. The template process was easy and the gentleman was on time. When it was time to have it installed, each piece was SOLID and beautiful - the huge island we have was all ONE PIECE so we didn't have to worry about any seams. They drilled the sink faucet holes on site and had no problems with our over sized sink. The gentlemen that installed the granite were friendly and very hard workers. They took care with the stone as well as not to damage any of our cabinets or walls. We also learned that it was such high quality because they personally hand cut and carve each piece out of the slabs; they don't rely on machines or robots. AMAZING.

I was so happy with our decision to go with Stone Creek - a direct source to granite - rather than fool around with a contractor who was going to over price and under cut on the back end. Several contractors had told us that the island would need to be several pieces rather than one solid piece. Those same contractors quoted $6k and $8k for just 66 square feet of granite!!!

THANK YOU TO EVERYONE AT STONECREEK - from the store to the install. Fabulous customer service. I would definitely use them for our next project. Pics available!