The Solid Wood Cabinet Company

We have been in contact with the customer to resolve their issues. We 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 company. As a courtesy for customer inconvenience, we are offering customer full refund of their assembly fee of $648.11.

[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]

All of customers outstanding issues were resolved. We are very sorry that customer was calling third party trucking company line and not the customer care office. We will happily assist customer anyway they need going forward.

We apologize for the confusion. [redacted] did fill out a [redacted] application and I am attaching the paperwork that was signed post approval. We have since refunded the account in full & the copy of the refund is attached as well. We wish [redacted] the best in his kitchen...

remodel.

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]

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

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

[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]

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 2013 (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
2014
o   NOTE: Customer never contacted [redacted] to
follow the necessary steps in which to complete their purchased services
§ 
Normal
granite procedures via our third party company ([redacted]) include:
·        
Customer
is instructed to contact granite company, [redacted], 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, 2014 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 $4,397.95.  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, 2014.
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
2014. 
·        
By
providing refund, in full, on 8/27/14, customer issue was complete and charge
card balance was satisfied.

We have attempted to contact the customer to understand the their issues and see how we can resolve. Our calls have not been returned.

Good Morning, In regards to the above complaint, the order was picked up by the customer on 1/19/2016. In our Statement of Work it  states that customers have 3 days to report damaged/missing items. All of our customers sign off on these documents at the time of the sale & again we...

reiterate during time of delivery/pick up. Please see attached packing slip with 3 day disclaimer and customer’s signature. We 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 initials. The customer reported damages to his cabinet on 04/11/2016, which is four months post-delivery. This is clearly out of our 3 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 do. We offered to send the customer a new face frame for his cabinet. Since the cabinet was installed our opinion is the frame would have been easier/more cost efficient to replace than re-installation of a new cabinet. This was not a satisfactory resolution for the customer so he chose to pay for the cabinet himself. We waived the $75 shipping cost to deliver the cabinet as an additional courtesy. The first mention of the shelves came from the customer on 9/9/2016 when the he came to our facility, making it almost 9 months after his receipt of order. As far as the  granite refund, the customer did downgrade from a level 2 to a level 1 & on March 16th, 2016 the customer was refunded their [redacted] account. I am attaching proof of refund for that as well.

We have a 30 day return policy. The customer was out of the 30 day window when they requested a return of the unused items. Please see attached for all signed paperwork that was agreed to by the customer. I have included the main part below for your convenience. Part 2 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 catalogues. See 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 cabinets. Our products are sourced directly from our factories worldwide to our 160,000 square foot assembly facility where we stock over 100,000 cabinets and build over 1,500 cabinets each week. We cut out the middlemen which means you are getting factory direct pricing for a premium, high-quality product. The customer has misinterpreted what was said to her about building the cabinets in PA. We are proud of what we do and rightly shout about it. If 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 goodwill. She then promised she would drop this complaint with yourselves, which it appears she is still to do. I also explained the misunderstanding about us “misleading” her. Please see attached for proof of refund. Furthermore [redacted] has since been back to us for a further quote (also attached) proving that she would like to do business with us again. I really hope this clears everything up, and this complaint can be closed ASAP. Find 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 30 day return policy, the entire order was not yet even received which makes it difficult to know which products needed to be returned. I emailed my customer "care" rep twice to ask what the time frame for returns was. Twice I was informed M-F 7-3:30pm and to let her know what I wanted to return so she could process the paperwork. Not once was I told I was already past my 30 day window. Therefore, 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 Friday. Again, 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 Mr. A[redacted]'s claim that I contacted them after the fact for another price quote that is not correct. I 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 30 days which then resulted in my many honest social media reviews. If Mr. A[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" rep. as I refuse to do further business with such a company as there actually are dignified ways to treat customers while upholding customer policy's. I also want to clarify Mr. A[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 them. As Mr. A[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 business. And to treat them the way your company treats them. And as for a play on words, Mr. A[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 return. In 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]

Good Morning,Customer purchased cabinets from our company June 2014 & received delivery about a month later. Attached is the statement of work customer signed & copy of the layout designed by our company. Customer signed the layout as well. All issues related to install were a direct cause...

of layout not being followed. Even so, we accepted a return authorization 2 months post delivery as a courtesy to help resolve customer issues. We offered skins and replacement cabinetry that customer refused at time of delivery. January 2016 customer put in a dispute of charges with [redacted]. After investigation, [redacted] denied their claim. Now an additional year later and 3 years post delivery customer is putting in a Revdex.com dispute. As a courtesy to the customer we will be more than happy to send out refused skins.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 $150.00 freight fees that they are claiming to refund? This is my 1st time hearing about this. I reject this because I called on 2/13 and I left a message for "someone of importance" to calls us and as I write this I never received any phone call. Does this company not have CEO, assistant mangers, ect?  Also, the company is not listening. This 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 numbers. We are not kitchen/cabinet specialist, that is why we sought out help. When you spend 10,000-20,000 most places go over word for word on the fine print. Look 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 happened. We just want someone to listen and to talk to us.  As for the items they corrected..Okay, but it was all still a struggle. The fluted pieces were clearly "yellowish" at delivery as if we have been smoking in our kitchen for years. Knobs and pulls were over 2 months delayed. Because the company took it upon themselves to send anything. We 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 pulls. After a big ordeal, they sent the ones we choose.  Every encounter with this company is a challenge. No one answers the phone, it takes days to receive a response. It has been a nightmare..and it is obvious to my husband and I that this company does not care.  Just look at the 3 week delay in responding. I 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 service. My husband and I feel like we were taking advantage of and that is why I sought out the Revdex.com for help.
Regards,
[redacted]

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

Review: Starts with deceptive sales practices,showed cabinets in showroom and got lesser quality and different styles. Mislead us to believe this company could accommodate the appliance we purchased. We need a double oven cabinet and they only have a single, salesperson said that we would need to make "slight adjustments". Never explained that the cabinet would need a MAJOR overall to accommodate the oven and micro/convection oven. We wanted to return the whole set of cabinets and the salesperson said "to bad you bought it." They finally agreed to make a custom cabinet for us, after many phone calls and complaints. Forgot the shelf that was needed, and included with the new dimensions. Can't get the proper valance to match a correct one. Also problems getting them to refund correct amounts for granite that we won't be purchasing through them because of "changed" process for selecting granite. This company is very hard to work with and the cabinets are not the best quality as they advertise. We had more problems with this company than I can explain.Desired Settlement: Want a valance to match correct one with decorative work, not a longer one just cut off. Also, want a refund for the quality of these cabinets. We want the correct amounts of refunds applied toward the balance.

Business

Response:

Greetings --

[redacted] from our customer service department has been in contact with [redacted] regarding the order. We have items that have been brought up to the customer service area as we are waiting for [redacted] or her contractor to come and inspect these items to be sure that these are the items necessary to complete the installation. Once the approval is complete the contractor is going to install the items.

[redacted], the Director of Customer Service has also been extremely involved with this and is making sure that the cusotmer is completely satisfied and monitoring the progress of this.

Thank you and have a great day,

Review: I purchased a new kitchen from solid wood cabinets and when I received the cabinets they where a disaster split wood ,cracks, wrong finish after about 5 weeks of them trying to rectify this problem they finally sent all the rite cabinets mean while I got charged extra from my contractor due to the double work I also got a counter top from them and 1 week after install it had green stains at the seams its know been about 8 weeks going back and fourth with them and there sub contractor [redacted] lets get stoned and still after they came out for the 2nd time finally they still cant fix the problem if the issue is not fix I plan to file a court case I have called solid wood cabinets customer service several times and they have told me there is nothing they can do [redacted] is close to impossible to make a appointment I have to call several times and even drove to there location where I was treated poorly by the owner he would not even talk to me to get them to call back and last time after waiting 2 weeks they canceled the day before and said the stain guy called out and it would be 2 more weeks when the guy came out turns out it was the same guy from the install and he could not get the stain off they say they never saw this but as soon as I [redacted] green haze on granite I got hundreds or situations and they say it has to do with the sealer I paid to get it sealed and the sealer was junkDesired Settlement: I want a refund for the counter top or it must be replaced or fixed it has been long enough

Business

Response:

The following is Solid Wood Cabinet Co. LLC’s response to the above-referenced complaint.

The chief complaint of this consumer concerns is a green haze that he indicates has appeared on his granite. SWC sells the granite under the SWC brand however we use a secondary supplier to fabricate and install the product. This consumers granite was installed on 2/25/2014, before which the customer viewed the slab prior to cutting and he signed off as to the color of the slab. After installation, the consumer signed off again indicating the installation met his satisfaction. After the granite was installed the consumer brought in another contractor to install the tile backsplash in this kitchen. It is after this time that the consumer contacted SWC and brought to our attention this green haze that he is referring to in his complaint. The area with this green haze is concentrated around the sink.

SWC contacted our granite supplier and they spoke with the consumer about trying to use an acetone to remove the stain. This attempt by the consumer was unsuccessful. On 5/6/2014 the granite supplier sent out one of their technicians to see if they could remove it and they could not. The granite supplier made additional contact with the consumer on 5/12/2014 to attempt to reschedule another visit to try to remove the haze. The consumer has not yet returned the call.

It is our position that whomever installed the backsplash may have caused this haze with the mastics or grout used to install the tile.

The granite installer has 6/3/2014 open on their calendar to schedule with the consumer to make another attempt to remove however the consumer has not returned the calls

Regards,

Mark S[redacted] | Director of Customer Care | www.SolidWoodCabinets.com

T: ###-###-#### | F: ###-###-#### | [redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

They are not being truthful I never picked the slab that it would be cut from because I was told it was ordered from there nj location. I also left 2 voice mails stated what day I would be home for them to come back out and they never did call back. The stain are not around the sink but on the seem where the 2 pieces of granite come together. I have called Very reputable granite company out and they said this is a common Problem when the seams are torched for to long. After looking online I found 100s off people with the same issues a green haze several days after install and to say that my tile contractor stained the granite is absurd first of all I was charged for a sealer that they installed so how could it have gotten stained and why would it be a green line where the seem meets if it was the contractors grout. I am really shocked on how poorly this has all been handled and now pushing the blame on to someone else [redacted] has nothing but horrible reviews online and if I would have known this I would have never purchased from solid wood cabinets I hope anyone that uses solid wood cabinets or lets get stoned ([redacted]) takes the time to read some reviews before purchasing and be very cautious.

Regards,

Business

Response:

Customer had an issue with the granite that was installed through our third party provider. At this time, the issue is resolved through [redacted], our granite provider. We do not have any further responsibility to this customer. All issues with SWC were resolved. Customer is satisfied from our standpoint and issue is closed.

Sabrina R[redacted]

Review: Received a quote from salesperson ([redacted]) for two vanity cabinets on February 17. Price for 30" cabinet was $527 and price for 60" cabinet was $728. Within the following day or two, received an email from parnt company regarding "50% off pricing and free assembly". When I recontacted the salesperson to get 50% off of the pricing she had just given me within the prior two days (as offered by her company), her "discounts" totalled only about 10% lower. When I questioned why she would not honor the full 50% off, she wouldn't the question. Her "new" starting price before the 50% off discount was much higher. That's extremely deceitful, unprofessional and would seem to me to be illegal.Desired Settlement: Since I didn't purchase anything from the company, I expect no monetary refund. However, I would like to receive an apology for the deceptive tactics the salesperson. I would also like my email address removed from this company's marketing approach. Lastly, I would like future potential customers to understand the deceptive tactics that this company employs.

Business

Response:

Good Afternoon --

Our Director of Sales has tried to reach out to [redacted] and he will not speak to us nor wants any correspondence --

We would like to speak to the customer and have done as he has requested and removed him from the communications sent out by our company.

[redacted] please feel free to contact our director of sales and speak with her.

Thank you,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: No one from the Solid Wood Cabinet Company ever tried to contact me personally. I left repeated messages (phone and email) with the salesperson, but she never repsonded because she knew that she was wrong and that her sales "tactics" were not ethical.

The company is correct that I requested to be removed from their general "email blasts" which consist solely of trying to sell me something. It's not like they tried contacting me to correct the "wrong" that I was subjected to. They're reply is insulting.

Frankly, I do NOT want anthing more to do with this company. I contacted the Revdex.com solely to alert them to alert the general public of how this company unethically operates. That's it. I moved on in another direction and am happy wth the company that I used to eventually get my bathroom vanities.

Regards,

Review: Customer service redirected me to branch managers at other locations. They were unable to help me and ultimately insulted my intelligence. The [redacted] manager rarely returns phone calls. We were supposed to have a certain product 3 weeks ago. He ordered the wrong one, then when we returned the items to the store he told us we'd have the right ones within 3 days. Nearly a week and a half later we find he had forgotten to order them but tells us he'd have the proper ones shipped at no extra charge. We never received the right pieces. Today he called to tell me that we must pay the difference on the pieces to be able to get them. This goes along with multiple other calls to customer service that were never returned. The quality of the product leaves much to be desired as well.Desired Settlement: We would like another product at no charge to settle our inconvenience. If that is not possible we want a refund on the unit that is causing the problem (society hill wall oven cabinet).

Business

Response:

To whom it may concern,

My name is [redacted] and I'm the new director of customer care at the Sloid Wood Cabinet Co. I would very much appreciate the opportunity to address and resolve any issues associated with this complaint. I can be reached at any time on my cell phone at the following number; [redacted]. You may also reach me by email; [redacted]. I'm very eager and confident that we can come to a mutual resolve concerning your complaint. Thanks and I look forward to hearing from you soon.