The Cabinet Factory Inc.

Review: On 2/**/13 I ordered a new kitchen from The Cabinet Factory. My designer was [redacted], at the Staten Island store on [redacted]. There was problems with them from the get go. On the day of ordering, [redacted] and I sat down and did a digital layout of the kitchen. I paid $1000.00 for a design that didn't work. Also we talked about putting in 2 items that I still have not received yet to this day. 1) was for a pull down drawer under the sink for sponge storage, 2) was a double tiered slide back silverware drawer. Once the design was completed, [redacted] came out to measure, and then another associate named [redacted] came out to measure. I was told 6 weeks is what it would take for the cabinets to come in to their warehouse, due to an overload of orders from the storm Hurricane Sandy, which I was also affected by. I went in the middle of March to their store to drop off a cash installment to them and they couldn't find my paperwork. They had to dig through [redacted]'s desk to find it for he was not there. Finally I got a call a week before Memorial Day weekend that the cabinets arrived at their warehouse. Why it took almost 3 months is beyond me. They blamed it on the backup problem (which I found out later was completely untrue). Seems to me they forgot to order them. I was also unaware of this at the time, but on that phone call of them letting me know that my cabinets were in, they were supposed to give me a phone # to set up a date for their installer to come out and install the cabinets, no such # was given to me. So 2 days after delivery of my cabinets, I called The Cabinet Factory back and asked about the installation, and when it was happening, that's when I found out that it was my responsibility to call the installer from a # I never received. They apologized left and right about it and then got me an installer on Friday 5/**/13. The installers name was [redacted], and on the day he came out, he took one look at the design and said "Everything is wrong, I don't even want to touch this!" [redacted] did the right thing by doing what he could and then called [redacted] to come down to the house, so he could explain to [redacted] what was supposed to happen. Come to find out 3 different sets of cabinets were wrong. Whether it was their measuring, or Kraftmaid not reading it correctly, I again don't know, The Cabinet Factory once again blamed the factory. [redacted] was able to make 2 of the 3 pieces work, but that 3ird one had to be completely reordered due to incorrect sizing, so it couldn't even be put in position. Now while [redacted] was at the house, I went over with him what was still missing. At this time I again told both him and [redacted] about the sponge pull down shelf and the silverware holder. [redacted] said no problem, "I will re-put that order in when I call with the cabinets measurements again". He also said that this would be a rush order and I wouldn't have to wait another supposed 6 weeks. Well once again that wasn't true. At the end of July my cabinet finally arrived and by this time I was done with the Cabinet Factory as well as their installers. I called a carpenter friend of mine and he came to install the last bit of it. I still have not received the 2 items that I believe I paid for that are listed above, and now I have made numerous phone calls to the Cabinet Factory asking to talk to [redacted], as well as the owner himself. They keep responding by saying, they will have them return my call, but they never do. I've about had enough of them and if I have to go back down to their office, it will be to serve them papers at small claims court. I have called the distributor just to make sure the items weren't sitting around their warehouse, and that's when I found out all the information on them, that it was never the distributors fault in delays, and that these 2 items were never ordered. The distributor won't mail them out because they were never placed on any order for me. So now it's my word against their records.Desired Settlement: I want the 2 items that I paid for. 1) the pull down sponge drawer, and 2) the double tiered silverware drawer and I'm not paying another dime to these people for they were paid in full before the delivery of these cabinets because they wanted a cashiers check given to the installer on day of installation. My fault, that won't happen again!

Business

Response:

In response to this complaint, there are a few things that need to be clarified. First of all , the customer received her cabinets on April **, 2013, therefore the customer's claim that she waited 3 months is not accurate. The cabinet that the customer claims she had to wait for until the end of July, was in fact delivered to her June **, 2013, once again the customer is exaggerating.

What the customer wants to resolve this are 2 pieces that were not on the original order, nor did the customer pay for them. This is why they were not ordered. I spoke to [redacted] today, and even though, as I explained to customer, she did not pay for items ( WTCDK-18 and UTK-27)that she claims she did, I did place order for them today, as a courtesy to customer.

I have all paperwork to prove the accuracy of the delivery dates to customer as well as original order forms if you need them. When I asked customer why she misrepresented delivery dates, she simply said she was not sure of dates.

It is very upsetting to me that she was unsure of delivery dates, yet she went on and on about how long these cabinets took. I just want it on record, that we did our very best to get what she wanted and to correct any problems that occurred. She should be receiving her requested items shortly.

Thank you

Op/Office Manager

Review: I hired the Cabinet factory to remodel my kitchen in October of 2011, which included installation of all new appliances. I noticed in June of this year movement of my dishwasher, almost to the point of it literally falling forward. I contacted the cabinet factory to inform them and found out that the plummer I paid to install the appliances was no longer associated with them. As I need this installed properly the name of their present plummer was given to me. I call him, he installed the dish washer, which he said was never mounted to begin with and I paid him $120 for this service. I have since called the cabinet factory to be reimbursed for a service that was never originally performed for the past month, and the [redacted] hasn't had the common courtsey to call me back after a month long phone call process. The last person I spoke to said "why did she wait all this time, he is not going to reimburse you"Desired Settlement: To be reimbursed for a service I paid for, and did not receive, which I had to pay for again,

Consumer

Response:

At this time, I have not been contacted by The Cabinet Factory Inc. regarding complaint ID [redacted].

Sincerely,