The Solid Wood Cabinet Company

Good Afternoon,A refund has been issues to the customer for items returned and fee charged for templateWe waived restocking fee as a courtesy for the inconvenience

Good Morning,Customer purchased cabinets from our company June & received delivery about a month laterAttached is the statement of work customer signed & copy of the layout designed by our companyCustomer signed the layout as wellAll issues related to install were a direct cause of layout not being followedEven so, we accepted a return authorization months post delivery as a courtesy to help resolve customer issuesWe offered skins and replacement cabinetry that customer refused at time of deliveryJanuary customer put in a dispute of charges with [redacted] ***After investigation, [redacted] denied their claimNow an additional year later and years post delivery customer is putting in a Revdex.com disputeAs a courtesy to the customer we will be more than happy to send out refused skins

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

We have been in contact with this customer to send out our home tech to install the missing itemsCustomer is checking his availability and getting back to us

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: First of all we feel this company is calling us liars What is the $freight fees that they are claiming to refund? This is my 1st time hearing about thisI reject this because I called on 2/and I left a message for "someone of importance" to calls us and as I write this I never received any phone callDoes this company not have CEO, assistant mangers, ect? Also, the company is not listeningThis whole complaint is not just about the roll out trays for the island we order in Nov 2017, but what abut the roll out trays for the pantry for the main kitchen cabinets? It was not until delivery that we were notified that, nope, roll out trays for your size pantry are not available That is VERY deceitful! and to say we signed for it all, okay,...yes, we may have signed the original papers, but who knows what we are signing for when you are shown all sort of cabinet sizes and numbersWe are not kitchen/cabinet specialist, that is why we sought out helpWhen you spend 10,000-20,most places go over word for word on the fine printLook at how long the procedure is for buying a new car! Plus, the complaint is ignoring the fact that we request only full delivery and that never happenedWe just want someone to listen and to talk to us As for the items they corrected..Okay, but it was all still a struggleThe fluted pieces were clearly "yellowish" at delivery as if we have been smoking in our kitchen for yearsKnobs and pulls were over months delayedBecause the company took it upon themselves to send anythingWe were told to "pick what we want"and order them, then all of a sudden one day they was a box from [redacted] with knobs and pullsAfter a big ordeal, they sent the ones we choose Every encounter with this company is a challengeNo one answers the phone, it takes days to receive a responseIt has been a nightmare..and it is obvious to my husband and I that this company does not care Just look at the week delay in respondingI seriously was thinking I was going to have to call a news station for one of their consumer reports assistance for help with Solid Wood Cabinet company and their lack of serviceMy husband and I feel like we were taking advantage of and that is why I sought out the Revdex.com for help Regards, [redacted]

Good Morning, In regards to the above complaint, the order was picked up by the customer on 1/19/In our Statement of Work it states that customers have days to report damaged/missing itemsAll of our customers sign off on these documents at the time of the sale & again we reiterate during time of delivery/pick upPlease see attached packing slip with day disclaimer and customer’s signatureWe provide customer with a copy of everything they sign and initial We are also attaching the signed Statement of Work that includes details of the warranty we offer & customer initialsThe customer reported damages to his cabinet on 04/11/2016, which is four months post-deliveryThis is clearly out of our day policy however we asked the customer to send us pictures so we could review the damages to see if there was anything that we could doWe offered to send the customer a new face frame for his cabinetSince the cabinet was installed our opinion is the frame would have been easier/more cost efficient to replace than re-installation of a new cabinetThis was not a satisfactory resolution for the customer so he chose to pay for the cabinet himselfWe waived the $shipping cost to deliver the cabinet as an additional courtesyThe first mention of the shelves came from the customer on 9/9/when the he came to our facility, making it almost months after his receipt of orderAs far as the granite refund, the customer did downgrade from a level to a level & on March 16th, the customer was refunded their [redacted] accountI am attaching proof of refund for that as well

A refund has been processed to meet customer satisfactionThis resolves any and all outstanding concerns customer has brought to our attention

We have a day return policyThe customer was out of the day window when they requested a return of the unused itemsPlease see attached for all signed paperwork that was agreed to by the customerI have included the main part below for your conveniencePart of the complaint, we never relay to anyone that our cabinets are ‘made in the USA’Our message as is clearly stated on our website http://www.solidwoodcabinets.com/about-us/ and our cataloguesSee below for the main part.About Us“Everyone always asks how can you afford to charge so little for such a high quality product?”Here’s our story the Solid Wood Cabinet Company is a “factory-direct” retail company, established in 2002, that has sold over one million cabinetsOur products are sourced directly from our factories worldwide to our 160,square foot assembly facility where we stock over 100,cabinets and build over 1,cabinets each weekWe cut out the middlemen which means you are getting factory direct pricing for a premium, high-quality productThe customer has misinterpreted what was said to her about building the cabinets in PAWe are proud of what we do and rightly shout about itIf we were purposely trying to mislead our customers we would not send out our cabinets in boxes saying ‘made in China’Even with all the above, I spoke with the customer ( [redacted] ***) last week and agreed to take her unwanted items back, even though it is against our policy as an act of goodwillShe then promised she would drop this complaint with yourselves, which it appears she is still to doI also explained the misunderstanding about us “misleading” herPlease see attached for proof of refundFurthermore [redacted] has since been back to us for a further quote (also attached) proving that she would like to do business with us againI really hope this clears everything up, and this complaint can be closed ASAPFind all of my contact information below, and feel free to reach out should you need any further assistance with this, or any other matter Regards, Craig A [redacted] | Manager of Customer Care | www.SolidWoodCabinets.com T: ###-###-#### | F: ###-###-#### | [redacted] @SolidWoodCabinets.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me But I would like to clarify that while I did sign the paper work & contract of their day return policy, the entire order was not yet even received which makes it difficult to know which products needed to be returnedI emailed my customer "care" rep twice to ask what the time frame for returns wasTwice I was informed M-F 7-3:30pm and to let her know what I wanted to return so she could process the paperworkNot once was I told I was already past my day windowTherefore, with our back order date approaching, I sent another email advising her that due to their limited hours I would return the following items when I pick up my back ordered items that FridayAgain, let me point out that we still had not received the entire order, but I was making a choice to return items due to their inconvenient "factory" hours As for MrA [redacted] 's claim that I contacted them after the fact for another price quote that is not correctI contacted our sales lady for the said quote mere minutes after requesting the return authorization, but before I received the email back stating that I was outside the days which then resulted in my many honest social media reviewsIf MrA [redacted] would check the time stamps on the emails he would see that I did not follow through with the additional purchase after my interaction with his customer "care" repas I refuse to do further business with such a company as there actually are dignified ways to treat customers while upholding customer policy'sI also want to clarify MrA [redacted] 's assertion that I misinterpreted their claims of the cabinets being made here is the USA, this is not entirely true! Their wording is very misleading - and done so on purpose as their website states "...beautifully crafted and built with solid wood - right here in the USA" and in the next paragraph stating that they manufacture themAs MrA [redacted] pointed out during my phone conversation with him is that this "play on words" is not deceitful, but it actually is and it is unethical to continue to mislead consumers who keep you in businessAnd to treat them the way your company treats themAnd as for a play on words, MrA [redacted] stated that he would accept my return as long as I take down my negative reviews, so let me clarify to him that my filing with the Revdex.com is a complaint and not a review and therefore not subject to his accepting my returnIn the end I do consider this matter closed as I did return and was credited for the unneeded items, although this could have been avoided altogether had his customer "care" rep not been so arrogant and misleading Regards, [redacted] ***

We have prepared a list which will help better illustrate the events around Ms Jackson’s account: · Financing account was created and original charge occurred on 4/16/ [redacted] (Attachment A.) [redacted] · Customer was templated for granite in (confirmation of this from [redacted] is attached (Attachment B.) [redacted] o NOTE: In 2014, fee for templating was waived as a courtesy ($450.00), per our accounting department · No further contact was initiated by customer from time of templating, until July o NOTE: Customer never contacted [redacted] to follow the necessary steps in which to complete their purchased services § granite procedures via our third party company (***) include: · Customer is instructed to contact granite company, ***, upon purchase of granite with SWC · Granite slab is chosen by customer · Schedule template · Complete template – this is done to measure out counter top square footage · Granite slab gets cut to proper measurements · Install is then scheduled via customer confirmation of readiness · One week later, granite install is completed · Customer contacted SWC on July 25, requesting a refund for her granite as she claimed she never received services or goods · SWC researched her account finding that templating was completed in 2013, however, no further contact was made via customer to [redacted] in order to complete granite install o NOTE: SWC has no knowledge, nor keeps record of customer charge account balances o Should customer have incurred late/penalty fees or had she been subject to an account balance from 2012-2014, her individual responsibility rested in taking action to inquire about such charges with either the financing company, or SWC who could act as a limited mediator · SWC contacted financing company which funded the original payment method for [redacted] ’s granite, informing them of the issue at hand · On August 27, 2014, SWC provided a refund to customer’s charge account in the amount of $4, We had also requested that all fees/penalties be removed from the account Confirmation from our accounting department is attached (Attachment C.) [redacted] · We then informed the customer that she should call the financing company for a confirmation of this action and report back to us if there were any other issues as the financing company would not discuss personal details of her account with us Proof of actions towards protection of [redacted] ’s privacy is attached (Attachment D.) [redacted] · Customer contacted the MD Office of Consumer Protection and reported the issue she had experienced with her granite order SWC received a notice from this department on October 16, o Customer contacted MD Office of Cons Protection to request recovery of “cash” funds which had never been paid directly to SWC, rather it was financed through a leading financial institution o Standard operating procedures of SWC do not include providing cash for purchases paid with a credit card Refunds are always completed and returned via the original payment method at point of sale § In other words, SWC cannot provide cash to a customer who did not purchase their items/services with cash at the time of sale · On October 20, 2014, Solid Wood Cabinets responded to the State of MD’s Office of Consumer Protection, explaining that we had taken the necessary actions to reconcile and refund [redacted] ’s account with the financing company o Documentation was attached, including the proof that financial institution had provided the refund to the customer At that time, no further action was needed from SWC per the financing company · Subsequently, customer provided statement in the complaint to the Revdex.com, posted on June 11, 2015, “My credit report and credit score has been adversely affected” · SWC had no knowledge that after refund had been completed, customer continued to experience debt collection requests from the financial institution o NOTE: Actions taken by a financial institution once a debt has not been paid, or when reports have been sent to major credit bureaus, should be mediated between both the consumer and financial institution At this time, SWC has no right or responsibility towards funds that were returned to original payment method provided; deeming no privilege for SWC to inquire on such funds or the status of a customer’s individual charge account · SWC holds firm to the actions taken to satisfy [redacted] ; which were that a “no delinquency” status was reported and an instruction for all penalties and fees to be removed from customer’s account as granite order was cancelled in · By providing refund, in full, on 8/27/14, customer issue was complete and charge card balance was satisfied

We have been in contact with the customer to resolve their issuesWe offered to send a home technician from our company to install missing doors and trouble shoot issues so customer could avoid potential additional fees Customer declined offer & stated they do not want further communication from our companyAs a courtesy for customer inconvenience, we are offering customer full refund of their assembly fee of $

The amount in question was funded through our special financing program with a leading US bank Customer had requested money refunded via check, for goods which were financed, not paid for in cash This request was made one year after the order had been placed via the financing program
Additionally, the bank had confirmed that no payments had been made to the existing balance during that period of time Upon *** ***'s contact with SWC, our company informed the bank that the order had been requested for cancellation as the granite install never occurred through our third party subcontractor, *** Based on this information, the amount was refunded to *** ***'s defaulted line of credit which was the original payment method Issue was closed on 9/3/ Supporting documentation is attached Further questions can be directed by email to Sabrina R***, Customer Care Manager (***@solidwoodcabinets.com)

We have worked with *** *** to resolve all of his outstanding issuesHe hope he is completely satisfied and enjoys his beautiful kitchen for years to come

Attached is the full statements of work customer agreed upon including the copy of the sales order they signed at time of purchaseIn the statement of work we
go over the scheduling process, backsliders, delivery damage, product exchanges and moreOur customer experience is extremely important to us and our statement of work was designed as instructional tool to guide customer through the kitchen install processWe did deliver all the cabinets to the customer & when they reported delivery damages and cabinets that did not meet their expectations, we worked with them to replace and switch outWe delivered on the initial order exactly what was ordered but changes were requested post the initial deliveryCorner shelves typically get installed with the upper cabinets so the top and bottom shelves are square so the crown molding and light rail can be installedThis is an industry standard design that most cabinet companies offerWe do carry 24" roll out trays purchased on the secondary shipment but due to a delay from our manufacturer, we are currently out of stockWe then custom ordered the roll out trays domestically to speed up the process of getting these trays to the customerUnfortunately the domestic supplier is experiencing similar delays as our manufacturer in sourcing the materialWe are refunding the customer in full for the roll out trays and will send them to her as soon as we receive them at no charge as a courtesyWe've also offered a home tech to come out and install the traysIn addition to that we've offered the customer to refund her freight charge of $This offer was rejectedCustomer has not brought forward issues that have not been addressed or resolved

Our Director of Sales reached out to the customer about this complaintMy understanding is that this issue has now been resolved, and the customer is satisfied with the outcome

-------- Forwarded message ----------From: Revdex.com of Metro Washington DCDate: Fri, Apr 7, at 4:PMSubject: Fwd: Complaint id#***To: *** *** ---------- Forwarded message ----------From: ***
*** Date: Fri, Apr 7, at 4:PMSubject: Complaint id#***To: [email protected] has been resolved thank you for your assistance

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: Through their own admission, The Solid Wood Cabinet Company billed the credit card in and held onto the funds until despite never rendering the contracted goods and services. I as the consumer should not be expected to make payments for goods and services NEVER renderedIn 2012, Once contacted by the credit card company, I advised them that I never received the goods and services and that they should contact The Solid Wood Cabinet Company. The credit card company apparently never contacted The Solid Wood Cabinet Company to validate that the goods and services were never rendered and to request the amount that was charged be refunded, because the Credit Card Company began harassing me via telephone calls and mail demanding payment. As a result, The credit card account was closed, charged off and sold to a debt collection agency, who to this date continue to harass me over goods and services I never received. My credit report and credit score has been impacted. The default shows on my report beginning in *** to present. I have never received any correspondence from the credit card company indicating The Solid Wood Cabinet Company refunded any monies. The Solid Wood Cabinet Company and the Credit Card company violated my Consumer Protection Rights and Privacy Rights by discussing the status of my account and payment history without my permission.The credit card company and the Solid Wood Cabinet Company are the only beneficiaries in this matter. The credit card company wrote off the debt, sold the debt for a profit to a debt collection agency and better YET still allegedly received a refund of the original amount charged.The Solid Wood Cabinet Company held onto the funds for over two years and accrued interest on that amount.Me the consumer: *I NEVER received the goods or services* I was and continue to be harassed by the credit card company and debt collection agency and * I have a damaged credit report and score
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may
update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We are continuously working with customer to resolve outstanding issues as they ariseToday a new claim of damage was submitted and we will promptly ship replacements