The Norfolk Companies, Inc.

We have spoken with *** *** regarding this disputeWe have a plan to correct the minor issue related to confusion about the type of appliance that the home owner was supplyingWe are ordering a couple cabinet pieces and will address this issue as soon as the pieces arriveThank you again for
your business

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

4/1/16 To: The Revdex.com RE: [redacted] Complaint # [redacted] To Whom It May Concern, [redacted] came into our store in March of 2015 to purchase kitchen cabinets and a countertop. Our Kitchen Designer, [redacted], assisted her and made arrangements to go to her home to take...

measurements of the space for new cabinets. Once that was done, [redacted] designed a layout and informed her it was ready, she arrived at the store and [redacted] showed Ms. [redacted] that layout, they discussed using a diagonal wall cabinet in the corner, but because there would be a sink in the base corner cabinet, the upper diagonal cabinet might interfere with whichever faucet she may use, it was agreed to use a Blind wall corner cabinet as shown on the attached plan that would still offer good storage, and eliminate the faucet interference issue, Ms. [redacted] approved, the order was written and signed by Ms. [redacted] (see attached). The cabinets were delivered to her home on 3/25/15, on 4/9/15, the countertop she had ordered arrived and was delivered. She did not take advantage of Norfolk’s Installation service and used her own contractor to install her cabinets, countertop and sink, she purchased her faucet elsewhere. We did not hear from Ms. [redacted] until sometime in November of 2015, she called [redacted] to say that she doesn’t like the Blind corner wall cabinet, and would now like to have the Diagonal corner wall cabinet, [redacted] explained that to do that, she would have to replace 3 wall cabinets to make it fit her space. Ms. [redacted] also said that there was a leak at the countertop and the seam was separating, water was leaking into the sink cabinet, we sent a representative of the countertop company out to her home to see what was wrong, he reported that he did not see any lifting of the laminate, nor any swelling of the particleboard substrate, he explained that the only way water could leak through the countertop was if water was getting under the lip of the sink if it wasn’t sealed properly, (we don’t know if she had her contractor check his plumbing work to see if that was the source of the leak.) Ms. [redacted] also spoke to the representative about changing the top to a solid surface top, he instructed her to speak to her salesperson at Norfolk, she told him that she was unhappy with her salesperson, and would speak to his supervisor, [redacted]. Ms. [redacted] contacted [redacted], he went to her home, she said she didn’t like that blind wall cabinet, but made no mention of the countertop issue. [redacted] inspected the cabinet, and explained that there was nothing wrong with the cabinet that she purchased, but if she wanted to redesign the corner, we could sell her the cabinets that she wants, she agreed, but when she again met with [redacted] at the store, she refused to pay for the new cabinets, because she is a good customer, we offered her a reduced price, still she refused. The blind corner wall cabinet isn’t defective in any way, she just doesn’t like it, although she approved the plan, had she notified us prior to the cabinet being installed, we could have swapped cabinets at minimal additional cost to her. The remedy is to replace 3 wall cabinets that will allow the use of the Diagonal cabinet that she now wants, the retail price of those cabinets are $430.10 plus tax, we are offering them to her in good faith for $300. Plus tax. We will not be able to offer any refund of the existing cabinets, nor are we responsible for removal of the existing cabinets, or the installation of the new cabinets. As for the countertop issue, this is outside of the one year warranty as it doesn’t cover damage from moisture due to improper installation, we feel that the sink or faucet or both were not installed to proper standards which is causing the leak into the sink cabinet based on the inspection of the representative of the countertop company. Sincerely, [redacted] Operations Manager Norfolk Hardware and Home Center.