The Solid Wood Cabinet Company

Review: The business about which I wish to complain is located in Pennsylvania, but the Revdex.com website will not allow me to select that location of the business:

Solid Wood Cabinet Co. [redacted], PA [redacted]

Revdex.com 28 May 2013

This letter will present information concerning a complaint I wish to register with your agency against a company called “solidwoodcabinets.com.” In the process of a kitchen renovation my wife and I began in February 2013, our contractor located Solid Wood Cabinet Company “solidwoodcabinets.com” showroom at [redacted], PA [redacted], and reported that their product seemed to be well constructed. We visited a showroom in [redacted] PA and were impressed with their displays; we placed an order.

The order was delivered within several weeks and appeared to be satisfactory. Our builder installed them. Over the next week or so, after closer observation, we noted that the center panels on several of the doors were defective, in that they had developed separations from the rails, which left obvious gaps and spaces; in one door, the panel was actually split in the corner. This looked to have been the result of shrinkage in the wood and a failure of the glue used to secure the center panels. On some doors, there were brads nailed into the backs of the rails through the center panels. These doors did not separate. We (my wife, my contractor and I) also saw some marked variations in the stain color of doors that (when the doors were near each other) showed a disparity most striking and unappealing, to say nothing of undesirable. Our contractor made a list of these doors and submitted it to the company, which made no issue of sending replacements.

Of these replacements, some were fine, while others showed the same problem of separation in the center panels. They, at least, corrected the original problem of color disparity. However, some of the doors replaced still had the center panel separation. These doors were sent back to the company and replaced. Once again, a batch of replacements arrived. Several had the separation issue, and others in which this problem was addressed had a dramatic difference in stain color. We also noted discrepancies in the tone of pieces within the assembled elements of individual doors. We noted to the company that these seem to be issues originating with the manufacturing and quality control aspects of the company. The cabinets are made in China. By no means, will you take this to indicate any prejudice on our part.

There are many miles between those who build these cabinets and those who sell them to customers like us, here in the U.S. Despite this, Solid Wood Cabinet Co. certainly has the ability to exercise a controlling eye to insure that the product it hawks to the American consumer is one that meets the reasonable expectations of said consumer. Especially when the same problems are illustrated specifically, yet are then repeated— over and over. Perhaps in other, less demanding, markets, such poor business practices are acceptable. We understood the potential of these

[redacted] 2

problems happening once. We accepted that and worked with the company’s seeming willingness to address our complaints. However, three failures stretches well beyond our willingness to work in a cooperative fashion with a company that perceives itself above its customers.

On Tuesday 21 May, it having been fully three weeks since our last complaint, I told our contractor to advise company representatives that they have several days to resolve this to our satisfaction, or I would pen this letter to your agency. Fr[redacted]y 24 May, while I was composing this letter, “[redacted]” from Customer Service of Solid Wood Cabinet Co. called my wife. [redacted] said enough to barely placate us. However, she refused to have a representative come to our home and view the doors or pick them up; and she likewise refused to have a representative install the doors, stating that this was “not in (her) authority.” Now, we have agreed to remove the doors (nine of them) ourselves, and take them some distance (about forty-five minutes) to the warehouse, then exchange the defective doors for ones that will meet our reasonable demands... if such doors are even at the warehouse. And, [redacted]’s stated expectation is that we will install these doors ourselves. Should I make a mistake and damage one of the doors or install it improperly, I do not anticipate an easy remedy process with Solis Wood Cabinet Co. Our complaint is more with the corporate aspect than the showroom, as there are many showroom locations.

I will not ask my contractor to re re re install these doors; he has lost enough time and money to the bad business practices of solidwoodcabinets.com. We will take the defective doors to the warehouse on Fr[redacted]y 31 May. It is my hope that we can realize full satisfaction at that time. Our expectations for a company providing product or service to consumers have not been met in this case; and these expectations are more than reasonable. Consumers should not be required (as a last resort) to waste their own time to address repeated mistreatment by a company.

31 May: my wife and I visited the factory warehouse and were led to [redacted]. She had gathered a collection of replacement doors for nine defective doors we brought. As we inspected these doors, the same defects were immediately obvious in several pieces. I indicated that the separation (splits) between the rail and center panel was present on some of the replacement doors. [redacted] told us (first) that these parks were “magic marker” etchings, not splits. Even when I demonstrated the tangibility of the split by inserting my fingernail into one, she maintained the magic marker excuse. I expressed that even if the blemish were a magic marker, this would still be unacceptable. Then things began to change.

[redacted] said that the company was aware that problems existed in this line of cabinets, but that she had picked out the best pieces in the warehouse for us. Our only option, said she, was to wait until August or September,. when a new

(corrected) shipment of doors would arrive from China. She then referred us to her supervisor: [redacted], Supervisor of Customer Service. We spoke to **. [redacted], who admitted that Solid Wood Cabinets Co. had been aware of these problems and had seen to it that the manufacturing process had been addressed in such a way as to correct these stark inferiorities in their product. He agreed that we could replace the doors needed, or if we wished, get all new doors, when the shipments arrive in late summer. He agreed to pay our contractor to install the new doors,

We elected not to exchange any doors this day and left in possession of the doors we brought. I reinstalled them myself to await the replacements. Why, however, would [redacted] offer us replacements of damaged product with similarly damaged product? The company knew about the issues, yet we had to do all of the work to make Solid Wood Cabinetry Co. appear responsible. This was a classic Bait and Switch scheme.Desired Settlement: 7 October 2013

After more seemingly useless complaint by me, when I was unable to arrange replacements in August, as promised, I finally contacted [redacted], who said that [redacted] was no longer there. She told me that a full set of cabinet doors was in the shop, and would be shipped and installed by their mechanics. I waited for the call from Delivery for several weeks, none came. Again, I called [redacted]. She handed me off to Elaina, in the delivery department.(276-991-7552) Elaina was aloof and seemed aggravated that I had called her. However, she agreed to have me called on Fr[redacted]y, 10/4/13 to arrange a two hour window for delivery on Monday, !0/7/13. No such call arrived.

On Monday, 10/7/13 at 12:30 PM, without a call, the delivery truck arrives with FOUR DOORS (I was owed. I declined delivery.

I want these doors replaced AND INSTALLED at no cost to me. I do not wish to suffer any ill treatment by these contractors, either. Thank you. [redacted].

Business

Response:

Good Afternoon [redacted],

I’m writing in regards to the above-referenced complaint from [redacted]. I had some initial, positive discussion with **. [redacted] back in April shortly after I started working for SWC. He initially forwarded me some pictures of the cabinet doors he had concerns. In looking at the photographs it appears to me that the issue may be color variation which is natural with a wood product. I have been calling **. [redacted] over the past several weeks trying to set an appointment to visually inspect the cabinets however I have not received a call back to date. I am requesting this complaint to be closed due to lack of response from the consumer.

Regards,

[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 reject this response because, contrary to **. [redacted]'s contentions, I do maintain an interest in this company's offer to rectify my complaints. I have been an extremely man over the past two months, and have not returned **. [redacted]'s three phone messages for those reasons. As I told **. [redacted] at the time of his initial (and one subsequent) conversation, I am ill disposed to brook any further intrusion into my home as would be necessary were Solid Wood Cabinet Company install new cabinet doors.

Review: I ordered cabinets back in April, as of today 10/15, I am still waiting for product. They say they are made in the USA and that you receive everything in two weeks. I have now found out, the product is made China and assembled in the USA. I am still waiting for pieces to arrive and I have not been given a credit or any compensation much less the actual pieces to finish my kitchen.Desired Settlement: I would also like to see them stopped from misleading people into thinking they are buying a local product.

Business

Response:

Customer

[redacted] was contacted on 10/16/14 at 9:10am. [redacted] explained her

on going issues with her back ordered valance piece and her displeasure with

the way the product was presented from a marketing standpoint. Solid Wood

Cabinets has agreed to settle the dispute in the amount proposed by [redacted]. [redacted] was also informed that a special air freight order of

back ordered valances are in route to our warehouse as of this week. She will be receiving this item ASAP, upon

its arrival in our PA location. We are

willing to offer further enhancements to her kitchen as well (i.e. decorative

end panels, roll out trays, cutlery insert, etc.), should she decide she wishes

to receive any. Solid Wood Cabinets values each and every one of its customers. We are committed to providing the best possible service

to each and every customer. We value your business and will do

our utmost to ensure your complete satisfaction with every item purchased

for your kitchen. We do our best to keep

items in stock, but unfortunately, back orders do occur from time to time. If

an item is back ordered or out of stock, we do our best to inform customers as

promptly as we can, at the first sign of information availability. We are also

happy to help find a substitution, should the customer desire us to do so. Per our resolution with [redacted], the back ordered

items will be shipped as soon as they are available, at no cost and no

additional shipping charge.

Review: In April of 2013, I ordered the [redacted] kitchen cabinets which were installed in early May 2013. I was very pleased with the cabinets. In January 2014, I noticed black and gray streaking in the seems and corners of most of my cabinet doors. Some doors also had very light tannish streaking in seems as well. I emailed on Jan 28, 2014, the manager of the [redacted] store, Pam B[redacted], and discussed the matter. I informed her that I took photos of the doors and would bring them to her. I took photos to store and Pam informed me that they had seen the light strikes before but not the blackish gray streaking. Pam requested a list of all the doors that needed replacing since company gives a life time warranty free of charge, replacement. There were 11 doors that needed replacement. This email was sent on Feb 2, 2014. Pam them sent me an email on Feb 7, 2014, with order she placed with company for replacements.When I finally received doors, which took a while to receive. found them sitting in front of my door in the rain without notification of arrival date. On inspection, 3 new doors were found to have streaking. I returned doors to store and asked again for replacements in Feb. did not get those until April! I wrote a letter to CEO and complained about craftsmanship of doors, deliveries and that I would have to pay for re installment since company did not provide those services. This letter was sent certified and signature required which came back to me as being delivered. This letter was sent March 8. 2014. I still have not heard from CEO, Steve N[redacted]. Nor did I hear from Customer services, provider relations ,etc. I also sent a letter to my lawyer as an FYI. PS...the 3 re replacement doors also had tannish streaking but not as bad as other replaced doors.Desired Settlement: In letter a lengthy I sent to CEO, I requested financial compensation for their less than good quality craftsmanship, cabinet doors. And compensation for re instillation fees. The fact that they replace cabinets, does not make the situation that better due to the fact, how many times may a customer need to do this and pay for re installment?

Business

Response:

[redacted]

This is not an SWC customer. We have had an issue in the past with this person leaving threatening comments on our company [redacted] page. We have no record of a purchase from this customer and therefore we have no issues to resolve with this person. After further research, there was no further information that I could acquire on this name.

Sabrina R[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:

Regards,

[redacted]I have NEVER left any threatening messages on phone nor their [redacted] page which I have never been on! This is an example of their so called professional behavior. They must have me confused with someone else. I have a good mine to approach my lawyer once again on their behavior and accusing me of false actions!

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:

Regards,

[redacted] First, I am a customer of SWC. The letter I sent certified, dated March6, 2014 to CEO, Steve N[redacted], supplied my order number-[redacted] / #[redacted], under my contractors' name, [redacted]. Funny how his customer service representatives were able to locate me when I needed assistance and door replacements. , I did receive confirmation that this letter was in fact, received and signed for. I went on [redacted] once to only see if they had a ** page and that is all. I never documented, made threatening messages, etc to them ever. This is an example of the company's structure and ability to address matters appropriately.

Business

Response:

[redacted]. Obviously there is a big misunderstanding here. I am the new customer care manager and I don't have any background on this issue other than what I was informed of when reviewing the names on our Revdex.com reviews. I apologize if this misinformation gave you the wrong impression, and I am more than willing to get this issue corrected and work with you to help reshape your experience with our company. I invite you to call me at your earliest convenience, on my direct line, ###-###-####. Surely we can get this matter corrected with a quick turnaround time. I cannot speak to your previous experience as others may have been handling it differently. However, I will see to it that this is reviewed and closed to your satisfaction as our valued customer.

Review: My wife and I sat down with [redacted] from Solid Wood Cabinets to design a kitchen. After five hours, and many mistakes, [redacted] printed us up a picture of our assumed finished kitchen design. She quoted us a price that included everything we asked for, and everything in the design. As per that price and agreement, we signed and paid IN FULL. The cabinets weren't scheduled to ship for about 2-3 weeks from the date of sale, which was 12-15-13. Two days before they were scheduled to ship, we were contacted and told that one of the items on the design wasn't in production anymore. Come to find out, they NEVER made that particular item. That was the first mistake. Then, the cabinets shipped, and the sink base cabinet was missing, along with the 3" spice rack cabinet. When we confronted the saleswoman, she said "I never added that to the invoice." However, she added it to the design that we left with the day of the consultation, and the design that we agreed on.

I claimed that I didn't feel that we should have to shell out anymore money, because the price we were given at the time of sale was supposed to reflect everything we were receiving in the drawn diagram. The customer service department refuses to contact me, and refuses to send me the base cabinet unless we pay cost for it, which is an extra $200+ over what we originally agreed on. I feel that there was some deception on the part of the company just to get us to agree to the sale. I also feel that we are being treated as though we're trying to get something for nothing, because the only correspondence we received was "if it wasn't on the invoice, you have to pay for the cabinet." However, it wasn't on the invoice, but it was on the picture design that we ALSO signed. I feel that we went in there with a budget, went over it and still bought the cabinets, and now we're being bullied into paying for a negligent mistake by the company who has no intentions of making good on their own false representation of the products sold. In five hours, our sales rep made multiple mistakes, and at this point, we've lost money by scheduling and canceling contractors to begin work on our kitchen, not to mention we walked in on a budget and I feel we were tricked into going over our budget by the negligence of the saleswoman just to make a sale.Desired Settlement: All we are asking for is to receive everything in the design for the price agreed upon. Nothing more. I do not feel that we should have top pay more money for their mistake, since the order was made in two mediums: a picture design, and an invoice. Therefore, the mistake in the invoice is not credible enough to make me have to pay extra, since the physical design included the disputed item.

Review: The trim ordered and installed over the sink have colors that do not match, the cabinet with the oven in it has a manufacturing defect in the construction of the cabinet. The cabinet and trim placed over the cook top has raw wood showing, the doors installed in the cabinet over the cook top where drilled for handles which were not suppose to be installed. The bottom of the cabinets are unfinished and doors are misaligned. The drain on the sink has a DIY apperance and is not completed in a professional manner. The job has been lefted unfinished and I have had to have the refrigerator and knobs installed so I could function in the space.Desired Settlement: Change the parts out that are flawed, and do the work in a timely professonal manner. Have a senior executive with the company call to discuss the issues and come to an agreement on the solution to these problems.

Consumer

Response:

CID: [redacted] Date Filed: 3/12/2013

Complaint Detail

I was told when the kitchen project started the install would take a couple of days. The install started on Feb. 18th 2013 and hasn't been completed to date. I have made a number of calls that have not yieded any results. Last Saturday March 9th we where told the installer would be out to complete the project. The installer never showed up or called to explain why they couldn't come out. When I called [redacted] with the service department. He told me if they said they would be out, they would be out that was at 3:30, Then [redacted] told me to enjoy my day. He also told me [redacted] would contact me on Monday March 11th 2013 which never happened.

Translate

Desired Settlement

Arrive on site when promised, do a professional job in a timely manner and return unused materials for a complete refund.

Desired Settlement: Finish the Job

CID: [redacted] Date Filed: 3/12/2013 10:42 PM

Complaint Detail

The trim ordered and installed over the sink have colors that do not match, the cabinet with the oven in it has a manufacturing defect in the construction of the cabinet. The cabinet and trim placed over the cook top has raw wood showing, the doors installed in the cabinet over the cook top where drilled for handles which were not suppose to be installed. The bottom of the cabinets are unfinished and doors are misaligned. The drain on the sink has a DIY apperance and is not completed in a professional manner. The job has been lefted unfinished and I have had to have the refrigerator and knobs installed so I could function in the space.

Translate

Desired Settlement

Change the parts out that are flawed, and do the work in a timely professonal manner. Have a senior executive with the company call to discuss the issues and come to an agreement on the solution to these problems.

Desired Settlement: Other (requires explanation)

Business

Response:

Greetings:

All items will be received by [redacted] by close of business today - this includes the items that were missing or damaged.

Installation will call and schedule a time to go out and complete the installation of these items quickly.

[redacted], Director of Customer Service is also in contact with the installation department and is staying on top of this to be sure that the customer is completely satisfied. [redacted] from our customer service department is the point of contact on this also.

Thank you,

Review: I ordered my bathroom counter and vanity base in December 2012. When I was finally able to install it, I notice cracks and gouges on the vanity top. I first went back to the store and was told that my sales rep no longer worked there, and no one else could help me and I needed to speak with customer service. I contacted customer service on April 23rd and spoke with [redacted]. She said it was not something that could be repaired but offered to replace it. I was told it would take 3 weeks. I called back on May 10th to find out the status and was told it was never ordered, so they had replace the order that day. I finally received the replacement on June 6, unfortunately it was wrong. My counter top is supposed to have two basins and the replacement had only one. I call back again. I am told someone will get back to me and of course this doesn't happen so I call back a second time. I speak to a gentleman who apologizes and tells me the counter top is custom made and will take four weeks. Just to point out the very first time I ordered it only took 15 days for delivery. I also noticed a balance on a invoice that was sent to me via email and the gentleman (can not remember his name, I think [redacted] but not sure) said I was charged incorrectly the first time but that they wouldn't charge me the difference. It was a special that was running, not an error. Anyway, I finally receive the new countertop end of June. It came and had two sinks so I thought it was correct. I was unable to install the counter top until end of August and it is wrong again. This time they did not center the two basins correctly, so the one to the right does not sit center in the vanity base but hits the edge. So, I call again. My husband left two messages this time on Friday, August 30th. We did not hear from anyone. Being that it was Labor Day weekend I gave them till Tuesday to contact me. Of course no one did because that is another problem with this company, no one calls you back unless you pester them. I call on Wednesday, September 4 and speak to [redacted] at customer service and I ask to speak to someone in charge. I am told someone will get back to me by end of day. Well, that turns out to be 8:30 at night. I spoke with [redacted], who was very nice and said she would look into it and get back to me by next day by email. I received no email or call on Thursday or Friday so I left a message again. I finally received an email from her Saturday evening saying that she was getting all the specifics. I responded upset, wanting to know what was taking so long. I also do not understand how an order that was correct the very first time, but unfortunately was defective can have this many screw ups. Supposedly the original specs are not on the original order form. Something else I do not understand. The gentleman that I dealt with the very first time is no longer at the company which is a same because he seems to be the only one that has gotten it right. As of today, September 10, 2013 I have yet to receive a follow up call or email to let me know if my vanity top has even been ordered.Desired Settlement: I would like my vanity top replacement to come without defect and correct. I also would like to know what the company plans on doing in way of compensation. Four times to get it right is ridiculous. It has been beyond frustrating. My plumber has been here four times already to place faucets on and then take them off again (first time with the first order and then again with the last) while it was still in the box. Just to note they have my name wrong in their system. They have it as [redacted] and it should be [redacted], just incase they can not find order.

Review: I purchased kitchen cabinets at Solid Wood Cabinets in [redacted] NJ on May 2013 and Aug 2013. Before I purchased these cabinets I asked if they had any problems with the cabinets that I should be made aware of and they assured me it was the top of the line cabinets and they had no problems reported at all. When the cabinets were installed all of the doors were not aligned properly and had some cracks in both the draws and doors. Also I had purchased 2 sliding draws and when the cabinets were delivered they were not in place. I called the company and told them all of the problems I was having. I had to send pictures and after several attempts to have this corrected I finally told then this is not the kitchen I purchased come and take it all away. They sent a representative. They realigned the doors but I still have doors and draws with very visible cracks and still are not aligned correctly.I went to several cabinet makers and they said it could be several things, not enough glue in the joints, where they were stored any number of things but all agreed I should have been made aware of the defect. I tried to get in touch with the store and a representative told me here supervisor said its to be expected and even the showroom doors are cracking. I told the rep that when I asked if there were any problems I was told no and when I purchased the cabinets the showroom kitchen had no cracks at all. So I am getting in touch with the Revdex.com and I am seeking a full refund or the remaining balance for all of the cabinets and I have informed the credit card company and have a dispute with them. This is a defect in the product and I should have been made aware of any and all defects. I would not have purchased this product had I know they would be cracking within 3 mos. My friends and neighbors have cabinets up for 25 years and they look perfect. The company should have disclosed everything to a consumer especially if asked. Thank you for you help.Desired Settlement: Either total purchase price 5295.17 or remaining balance 3435.92 I have enclosed some pictures

Business

Response:

This Consumer issue has been resolved.

Review: We purchased kitchen cabinets and a granite counter-top from Solid Wood Cabinets. We were shown a sample of Gibli in their showroom that was grey. The counter-top installed is brown. After numerous un-returned phone calls and emails, they now claim that this is a natural variation in granite, and most customers choose the actual stone. No one told us it was possible for the actual counter-top to be brown. No one told us that we could select the actual granite to be used.

Colors were specifically selected to match new floor tile and existing furniture. We are now faced with significant expense to prevent our kitchen from looking ridiculous. Solid Wood Cabinets refuses to do anything about it.Desired Settlement: We would also accept sufficient funds to pay for different furniture to match the brown counter-top.

Business

Response:

Please see attached response.

Review: I went to the [redacted] location on 10/15/2013 and purchased a cabinets and granite for my new kitchen which supposed to be delivered 7 days from purchase, the sales person sent me an e-mail telling me that he did a mistake in the type of cabinets and charged my credit $480 which appears later as freight charges on my bill which supposed to be his mistake not mine, anyway, then two days after I found that he did another mistake in the kitchen floor plan and got 102" instead of 104" which affected the type of cabinets and then again he charged my credit another $180, all of this time I was trying to call him to find out when I should receive the cabinets because my kitchen was demolished by 10/22, so I called customer service and they told me that delivery will be made on 11/7, I got the cabinets on 11/7 and my contractor was done by 11/9 and when I called for granite appt for template they gave me 11/22 and installation on 11/30 otherwise they will give these appt to somebody else, under the circumstances I have with no kitchen I have to agree which ,made me stay with no kitchen for almost 45 days, plus the salesman [redacted] who had completely leak of service and never called me back and charged me for his mistakes charged me another $810 after the granite template because the measurements of the granite wasn't correct which he ordered based on the cabinets sizes, he promised to send me free of charges two light rails to make me happy but of course he never did and after I spent almost $11,000 for cabinets from them it looks like any cabinets from local store, I tried to call their customer service and left a message to complain about their service but also no returning my calls.Desired Settlement: I need adjustment for all of that waste time and mistakes done by their sales person.

Business

Response:

Referenced to the complaint in question by [redacted], we have contacted this customer on December 18, 2013. We are in the process of reviewing her concerns and invewstigating the root cause of the stated discrepancies. We expect to have an answer and resolution to the problem no later than 31 January, 2014. Thanks.

Director of Customer Care

The Solid Wood Cabinet Co., LLC

Review: On September 10, 2013 I ordered kitchen cabinets as well as granite counter tops (granite order yet to be finalized due to issues with cabinets) from [redacted] at Solid Wood Cabinets in [redacted], NJ. I gave measurements and we completed an order for 7 base cabinets, 8 top cabinets, refrigerator enclosure, crown molding, light rail molding, sink and counter tops. The cabinets arrived and a few days after the light rail molding followed. We began install on the cabinets. We found that two doors were damaged one on the pantry and another on one of the top glass door cabinets. We called [redacted] and he said that he could replace the doors. Once we had the cabinets installed we noticed the rest of the issues.

1. [redacted] did not do the layout correctly causing the cabinets to encroach a few inches into our family room, not shown on our diagram. 2. We found that the cabinet that belongs over the stove did not protrude in the manner that he showed us on the lay out and our diagram, causing the crown molding not to fit properly. We were also shipped the wrong base cabinet, despite what the order noted.

I immediately called [redacted] with these issues. He came by acknowledging the mistakes he made as well as the company shipping me the wrong cabinet. He said that he forgot to tell us and note that when we install the top cabinet over the stove it would require us to mount them on 2 by 4's to extend it over. Leaving us to have a gap between the wall and the cabinet over top of the stove that we did not want and would not have chosen, if told before purchase. At this point we are left with items that are damaged, items we cannot use, and a lay out that we cannot complete. [redacted] said he would work on it and get back to me. Today [redacted] called me and said that his company is not willing to do anything because we already installed the cabinets, despite their mistake and the mistakes of their representative. He gave me another number I could call ###-###-####. I called and left a message, however I did not receive a call back. At this time I feel this company has backed me into a corner because they know for the most part I am stuck. They have me tied into an agreement and I am stuck with damaged cabinets, wrong cabinets, and an incomplete kitchen.Desired Settlement: I stated above that I purchased a full kitchen layout and counter top with Solid Wood Cabinets. I would love to be able to finish my kitchen, if someone from solid wood cabinet is willing to be fair and work with me. What I need is for the incorrect and damaged cabinets to be exchanged, and that is it. If that can be worked out I will proceed with the purchase of the counter tops and the rest of the items I wanted to purchase in addition from the company. After spending $9,049.10 with this company I feel as though their representative hung me out to dry and washed his hands of me after he has made his commission. I can't imagine this company would want to leave their customer stuck; however I do not have time to waste battling with representatives that only want to follow return policies yet ignore their own mistakes. My family has to live without a kitchen until this is resolved, so I would like to do so asap.

Review: I went to this place to get kitchen cabinets and bathroom vanity's these people promise one week delivery so my kitchen and vanity's were to be at my house on feb1 had the installer there next day feb 2 well he started and should have been done in a week need less to say on march 22 my kitchen and vanity are not in yet. Because they still fail to get it right I finance through [redacted] I will be disputing the bill I only order 2 vanity's was charged for 3 they bait and switch vanity see one thing in showroom and send you something else . Cabinet came with self closers one color cabinets had them on the other ones did'nt they sent them out again bait and switch and sent cheaper ones I would like everything to match.my cabinet's are warped .just very very very unhappy with the product and service and at first they were great then they got my 13,000 and feel like they just did'nt care anymore about me or my purchase because they all ready hooked and sank me.Desired Settlement: I wanted to rip these cabinets out and send them back she told me I can't they have holes in them they have caused me so much heartache and headache take off from work and wait for delivery for it not to be right cost me money with the installer they are by far the worst place I have ever did business with and would not recommend them to anyone I would not want anyone to just trow there money out

Business

Response:

Good Day --

Customer Service has reached out and been in touch with [redacted] and all items were delivered to her and [redacted] has also been following this complaint to be sure that the customer is completely satisfied with the items needed.

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:

Because I don't see a response yes [redacted] is working with me and yes I got all the stuff I needed but my complaint is that it is junk and wanted to rip the cabinets out and send them back but was told I could'nt because they would have holes in them so I had to work with what I had witch I am very unhappy about the finish product and it took 10 weeks for my one week kitchen and it's funny how they all want to help after I contact you and the credit company.if I had got QUALITY product I would have never written to you or the other people and would not be having this problem

Regards,

Review: I purchased Cabinets from this company. Now they ask to pay upfront but I never pay for anything up front. What if they were wrong or broke or anything. Then the company would have all my savings and I would be out of luck. So there is a financing option at zero percent for twelve months, which I took, I have the money to purchase the cabinets out right, But in order to protect myself I chose not to pay. Found out the hard way it doesn't mater because they get their money from the financing bank. So I had a bill to pay for cabinets granite and backsplash that was not even delivered or installed yet. Again stressing not to pay up front for these type of services. Ok so done with that part. They never respond to emails phone calls or anything. I am just trying to make my house better its my first one. So my backsplash was delivered and two things. First it was the wrong one. and second my salesman told me later that "HE" forgot to charge me the delivery fee. I told him that's his problem because we had a signed contract for a certain amount. I emailed him over a week ago. Today I got my bill for the next month from [redacted] and there is a charge on it. I never authorized any charge to this account. I cannot get a hold of this company. I wonder what happened to customer service, wanting the customer to be happy? I just want the right backsplash or that doesn't even matter I will take this "wrong" one but I'm not going to pay for something I didn't order and didn't agree to the charge. My complaint falls under many categories, unauthorized charge, cust,omer service failed to provide assistance, failed to disclose entire amount at time of sale. Please Help thank youDesired Settlement: I want an apology. A refund for the entire backsplash that was $623.61 plus the $85.00 delivery charge that was not authorized and is a breach of contract . That comes to $708.61. also the correct backsplash at no charge plus free delivery or the entire sale refunded that is 10,835.65. I do have a signed contract with the amount of sale . I don't know how but it is wrong immoral and illegal to charge a persons account without their written consent.

Business

Response:

[redacted] has spoken with the Director of Customer Care and has agreed to work with him after his scheduled vacation. They are scheduled to talk on Monday, July 29th. Thank you.

Kind Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Complaint Detail

I have filed before with the Revdex.com. The company finally contacted me after complaints and numerous phone calls and letters from my attorney, The customer service representative was invited into my house and gave me a song and dance telling me he was going to fix everything. He was going to get me the things which I ordered, return the money they unlawfully charged me and even give me money in return. None of these things were done, I still do not have my product and I am not getting any response from this company.

Desired Settlement

Return my entire purchase amount and publicly apologize for being the worst company.

Desired Settlement: Refund-Cash

Regards,

Business

Response:

Customer ordered tile and received wrong size tile. SWC corrected this issue and had to charge the difference in cost. SWC requested the old tile to be returned to the main office and customer still has not returned this product to SWC. Customer is not cooperative and has not responded to our request to resolve this outstanding issue. From SWC’s standpoint, this issue is closed; customer received free product that he refuses to pay for.

Sabrina R[redacted]

Review: During my visit to The Solid Wood Cabinet Company in [redacted], NJ, I was implicitly misled by the sales associate, [redacted]. The price **. [redacted] quoted me at the time of purchase was over one thousand dollars less than what I ultimately had to pay in order to receive the completed product. Furthermore, **. [redacted] misled me by stating that the product was entirely fabricated in the United States. It was only upon the subsequent delivery of the product that I was made aware this claim was blatantly false. Had I been given an accurate price quote and told the truth about the origins of the product, I would not have made the purchase. **. [redacted] seems to have deliberately provided me with misinformation to ensure that he would successfully execute the sale.

I have attempted to communicate my concerns with several people from The Solid Wood Cabinet Company regarding the issues specified above since October, however, my efforts have all been to no avail.Desired Settlement: I wish to receive a partial refund of $2500.00 to the original form of payment. This shall serve as adequate compensation for the amount I overpaid based on the original sales quote in addition to the undue hardship - financial and otherwise - that I experienced as a result of the unethical sales practices I fell victim to.

Business

Response:

SWC firmly feels **. [redacted]’s claim is without merit and will not be considered. The product **. [redacted] purchased was at the agreed upon price and was certainly not $ 2500 over the original quoted price. The actual difference was $379.87 and this was caused by a design change going from a smaller set of cabinets to a larger set within the kitchen layout. This was also approved by **. [redacted] and his contractor who was present at the time of purchase. This change was also documented in email communication between **. [redacted] and SWC’s sales representative/designer [redacted] on 10/7/13. Furthermore, **. [redacted]’s claim that he was unaware the product is made in China is also unfounded. SWC openly expresses to all of its customers that our products are made in China from birch hardwoods ( origins Canada, Eastern Europe and China ) and assembled in our production facility in [redacted], Pa.

Mary, please let me know if you need any further response from SWC.

Regards,

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

Review: We had to pay for cabinets in advance. We received and paid for items we did not order. They would not release the correct items until we paid for them. They would not credit us for the wrong items which totaled over $500 for 2-3 weeks after they received them back. We had to personally pick up the items we ordered after paying $295 for a delivery fee and then we had to personally return the items that we didn't order. The items were needed ASAP because our kitchen was under construction. Other work could not be completed until the cabinets were in place. They were in NO RUSH to deliver our items in a reasonable timeframe. Total dissatisfaction. We also received damaged cabinets!Desired Settlement: I want my refund for the incorrect items and the delivery fee refunded.

Business

Response:

Good Day --

The final check was cut today and we have issued the credits for everything due to [redacted] -- I also spoke with [redacted] to let him know that the check had been cut and we are waiting for the signature and once this has been done we will put it in the mail.

I apologize for the delays in getting these done and it really helped to be able to speak with the customer and get the resolutions completed in a timely manner.

Thank you again for your patience and understanding.

Review: I purchased $13,000 worth of cabinets in December 2013 from Solid wood Cabinets. I was told my cabinets would be delivered by the end of January 2014. I have yet to receive 6 raised panel doors for my wall cabinets and a glass door for a corner cabinet to date. I have called everyone and anyone I could in customer service, supervisors, sales reps, and still nothing. I have continuously gotten the run around. I even drove an hour away to the ware house to figure out what was going on. I feel betrayed and scammed. They had no problem taking my money in full right away, and now I am left with an unfinished, mismatched kitchen.Desired Settlement: I would like my kitchen to be complete !

Business

Response:

This issue has been resolved. Customer was waiting for delivery on backordered doors. Company had issues with restocking via our manufacturer. Customer finally received doors and is satisfied at this point.

Sabrina R[redacted]

Consumer

Response:

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

------- Forwarded message ----------

From: Revdex.com of Metro Washington DC <[email protected]>

Date: Thu, Sep 11, 2014 at 9:40 AM

Subject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [redacted] <[redacted]>

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Wed, Sep 10, 2014 at 10:35 AM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: "[email protected]" <[email protected]>

We have received our doors . Thank you for helping us do so!

Review: We have not be able to collect our $300 cash refundable deposit.Desired Settlement: We would like our money refunded.

Business

Response:

Please see attached response.

Review: We ordered new kitchen based on design and price agreed upon. We paid in full. Install started one week ago and is about half way complete. Hardwood floor was also damaged during install. We were told a wrong cabinet was shipped and new one would be shipped to replace it. After one week and three unanswered calls to customer service we were told it would be completed this week. We were then told there is an additional $984 charge for appliance install and more trim needed to complete the install. Our signed agreement included appliance install and we signed off on the design as it was presented to us. Our salesperson has attempted to resolve the issue to no avail.Desired Settlement: Completion of the job as was designed, agreed upon and paid for. Also hardwood floor needs to be repaired. We've advised our sales rep that we will not pay the additional cost forward to us today but would instead have them schedule to remove their cabinets, issue a full refund, restore our kitchen as was and provide insurance information to repair our floor. Also we will forward a bill for any cost incurred by granite company based on the faulty design and install.

Business

Response:

Good Afternoon --

The completion of the install is scheduled and on track for Saturday, March 16.

[redacted] from Customer Service and also [redacted] have been involved in resolving the issues this customer has brought to our attention.

We are truly hopeful that [redacted] are totally satisfied after the completion on Saturday and will work to accomplish all of the issues and concerns.

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:

Installation was completed on March 15, 2013 at the contracted price and design. The only pending issue is the damage to the hardwood floor. Someone from Solid Wood Cabinets is scheduled to come out and assess the damage on Friday March 29th. On March 6th, I asked [redacted] from Solid Wood Cabinets if someone would come and assess the damage. The only concern is that throughout this process which started on Feb. 22nd, the lack of coordination by Solid Wood Cabinets has led to several cancellations and lost days. We hopeful that this final isue and our complaint will be resolved soon.

Regards,

Business

Response:

Good Day --

Solid Wood Cabinets went out to the homeowners home on Friday, March 29 and assesed the damage on the hardwood floor.

Arrangements are in the process of being made to resolve the complaint regarding the floor depending on the availability and schedule of the homeowner.

[redacted] from Customer Service is in the process of continuing to work on this. [redacted], Director of Customer Service is also monitoring the progress of this to ensure the customers satisfaction.

Thank you,