Superior Kitchen Designs, Inc.

Some of the cabinetry was installed incorrectly and has never worked properly. Recent and repeated requests for assistance have been ignored.Some parts of the original kitchen cabinet order were incorrect. As remedy the vendor agreed to reorder the pieces with the proper. This delay compromised proper install of a particular cabinet. Vendor made two attempts to correct the problem without success. To date, the issue is still unresolved. The cabinetry is still broken and non functional. We contacted the vendor immediately after the 2nd repairman attempted to fix the cabinet. Recent and repeated attempts at contact with the vendor have been ignored. We just want the cabinet fixed properly and for the vendor to follow through on their service guarantee.Desired SettlementReplacement and/or repair of broken cabinetry. We spent [redacted] on the entire cabinet order and referred them additional work. This item was never installed properly and has never been functional. We simply want the vendor to make a site visit, give us options and make good on their service guarantee. Business Response Thank you for giving us a chance to tell our story, when I meet potential clients for cabinetry projects the typical procedure is to meet the customer 2-3 times or whatever satisfies the customer, in [redacted] project I met with her 10-12 times. To make [redacted] happy we replaced her draw heads because she decided she didn't like the ones that she received which were the ones that were shown to her in our showroom, at no charge to her, We did 4 different 3D layouts with the exception that all of them showed mullion doors(glass doors with dividers to make it look like 6 pieces of glass)which she wanted, again she did not like them, we replaced them to make her happy at no charge, The builder that she used was one of the better builders I have met in my 14 years of being a kitchen designer. I have signed 2 affidavit in my life, one of them being for [redacted]'s builder, it was a discussion for a window that I clearly heard what [redacted] wanted, and when he installed it [redacted] again was not happy, it ended up in court of law, even knowing that by me signing an affidavit [redacted] would not refer me but I had to do what I thought was right, therefore she may be holding a grudge. There are two sides to every story and I appreciate you taking the time to here ours, as to the complaints we have put in over 1000 of the false front trays(sos trays) and this is the first time that we have had to go fix this issue, not once but twice, and she still isn't satisfied. I really believe that she will never be satisfied we have tried at no cost to her, and she still is not happy. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I do not accept the business' reply as it does not contain a response to my request for repair of the cabinet. The Response from Superior Kitchen Design is extremely unprofessional and in violation of the Revdex.com policy which clearly states not to include personally identifiable information, such as names of individuals. In keeping with this policy, I will not personally identify the individual who wrote the response. Nor will I maliciously slander his name as he did mine. I restate my request for a repairman to please fix the cabinet. Will Superior Kitchen's follow through on their customer service guarantee and do the right thing? The most disheartening thing about this is that if the Superior Kitchen representative had simply responded to my calls and emails for assistance, I would not have had to go through the Revdex.com to receive a reply. Clearly there is a clear lack of understanding of customer service. Instead of dealing with the issue at hand, a broken cabinet, I now find I have to defend myself against his multiple and false accusations. It is unfortunate that the representative for S.K. has taken such a defensive posture. His response contains a multitude of inaccuracies which I will address herein. The representative came to my home 8 times, not 10-12. I have record of each visit. My opinion as to the reason for his multiple visits is because the first 3-4 visits, he was ill-prepared. Both the S.K. representative & my general contractor admitted that Superior Kitchen Designs was experiencing tremendous growth, but that they lacked the staffing to handle the inquiries. The rep apologized for this on more than one occasion. This fact, combined with the fact that my GC & the Superior Kitchen representative were working together on another very large job, meant focus was not on details and preparation for our upcoming job. Their attention was elsewhere, subsequently, many details fell through the cracks on our orders. Midway through the process as I began to have doubts about S.K's service, I decided to meet with neighbors who had recently renovated their kitchens. All of the parties I spoke with showed me detailed plans and designs that their kitchen designers provided to them. The four "3D" designs that the Superior Kitchen Designs representative mentions were not representative of the cabinets I ordered. They were basic, simple computer line sketches which did not contain ANY CABINET MEASUREMENTS. These 3D drawings were not offered to me, I had to ask for them. No plans were ever offered to me. It was clear that Superior Kitchens expected me to give them deposits without having any plans or drawings which specifically detailed the install location and size of the cabinets. I was constantly trying to obtain detailed information on the specifications so I could make educated decisions on the best design and use for the space. At one point I drew a sketch with the dimensions I wanted and faxed them to the rep. This was the most frustrating part of the process. Everything was piece-meal and disorganized. The representative was not helpful in preparing a design. Not once did he inquire as to how I use the kitchen or what I might like to see where. His multiple trips in the beginning could easily have been shortened to one or two had he been more prepared with questions, design ideas and pictures of storage/cabinet options for all the intricate areas of the kitchen. The representative told me over and over that S.K. could craft whatever I wanted. I have never renovated anything in my life, let alone a kitchen! There are hundreds of decisions to make and details to consider. I needed a guide and S.K was not doing their job. I was clear on what I wanted and even emailed multiple pictures depicting the cabinets that I liked and wanted. I was clear that I wanted a 2 inch rail around the entire perimeter of my cabinets doors and drawer heads that also had a single bead. What the representative ordered for the drawer heads was not this. Instead I received drawers heads that had a 2 inch rail on the sides and a skinny 1 inch rail on the top and bottom. The cabinet doors however were correct with the 2" rail all around. This was a very important order detail that was missed. When I inquired as to why he made the drawer head doors different from the Cabinet doors, the answer was "Well this is how we make them". If there was only one way to make the drawer heads, this should have been pointed out to me at our meeting at his showroom. Instead he jus continued to say "We can make whatever you want." The representative's claims that I changed cabinets simply on a whim because I wasn't happy is disgraceful and untrue. I asked for them to be changed because they were not what I ordered. He did not order what I asked for and that is why he made the change. Even the Builder thought the different cabinet doors and drawer heads looked bad and he told the S.K. rep as such. As far as Mullion or no Mullions goes, I never even knew what a mullion was until they were installed in my kitchen. So much frustration could have been avoided had the representative done a better job of educating me on the products they offered. If he had simply told me upon his site visit to my existing kitchen, "I see you have European Box style cabinets. We do not make this style cabinet. Here is an example of the style we make. Is this going to be okay with you?" Right then and there, I would have known to hire a company that did make European style cabinets. I had no idea there was a European vs. other style box cabinet. In the end I went with the cabinet style they made. When I asked for the glass cabinets to be clear (no grilles or perceived window panes)I received doors that had the grilles. When I visited the showroom, the rep never pointed out nor did he discuss in detail the box style of cabinets. The only time he got specific was at the very end on our last meeting. This was my first renovation of anything, ever. I had no idea of the process and was looking for this rep to guide me. What happened instead was that I did the bulk of the work. I designed my kitchen based on visits to my neighbor's homes and other kitchen showrooms. The only reason I stayed with Superior Kitchen's was because my GC highly recommended them and I trusted him. The Superior Kitchen representative details in his response a situation with our builder that he knows nothing about. Unlike the Kitchen rep, this builder has been a friend of our family for over 25 years. He has done most of the work on my home as well as my parents home. He is excellent at construction, but not so excellent at qualifying a customers needs and wishes or communicating during the pre construction phase. It was during the critical pre-construction phase where all of these details were lost both with the cabinet designer and the Builder. To clarify the situation the kitchen rep mentions, our builder admitted to mis-measuring a large window that was to be replaced with a larger window. The builder assured me all was well and the correct size window was on order. Subsequently, he installed the window. Unfortunately, it was not the "larger" window that we had asked for. In fact, it was a smaller window than what we had previously. The builder said he would take care of it and my husband asked what it would cost. The builder said "Don't worry about the money" we'll figure it out. At no time after that point did the builder give us a change order with the amount. Nor did he mention anything further throughout the rest of the job. This led us to believe that he was going to absorb the cost as it was his mistake. Months after the entire job was complete we received an invoice from the builder charging us for the replaced window and for the labor for both installs. We had paid for window & install #1 and offered to pay him the difference in the cost between the two windows as well as some money toward install & labor for window #2, he refused to accept even though he admitted to measuring incorrectly. Instead he decided to file a small claim against us for far more money than he initially asked for. After 25 years of having a solid business relationship with someone, this was terribly upsetting. In the end, the court ordered us to do exactly what we had offered the builder in the first place which was to pay for the difference in the cost of the two windows and a small portion of installation cost. This was the right decision. Everyone should get paid for their work, but when mistakes are made, those responsible should assume accountability. And for the record, our Superior Kitchen Rep was NOT present at the meeting when we discussed all the window issues. No affidavit was presented to us at any time throughout the court proceedings. This rep. should not discuss things of which he has no knowledge. Again, this is extremely unprofessional. Will Superior Kitchen do the right thing and fix the drawer?Final Business Response [redacted] asked me to write to you stating that we will make one more attempt to try to satisfy her, I am just not sure when that will be, we will be figuring out the schedule in the next few days to see when we will be in that area, and the only other question we have is do we contact her direct with the schedule or do we do it through you, please advise, and will you be notifying her that we will be going back just not sure the exact date yet but will know by end of next week.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I will accept the response of the business when they contact me to set up a date and time to repair the cabinet and once that repair has been made. They have my cell phone number and should call that number in order to reach me.