To clarify, the customer did not order or purchase the cabinetry directly through our company. We are the manufacturer of the products only. The customer ordered the cabinetry through an independent retailer. The salesperson listed is their contact from the retailer, not our company. The customer’s...
purchase price/disputed amount is the purchase amount from the retailer/installer, not from our company. Our company was contacted by the customer’s counsel in October 2016, regarding her kitchen and the alleged warranty issues. We were provided photos of severe, abnormal peeling on multiple cabinets. As we had not seen issues of this extent under normal use, we questioned whether this was the result of misuse or an environmental or installation issue, unrelated to manufacturing. In an effort to perform our due diligence and to obtain further information, we contacted the retailer regarding the customer’s issues. We advised them of the customer’s correspondence. We were informed by the retailer that there were was an ongoing payment dispute and of $22,000, only $10,000 was paid and $12,000 was outstanding. The retailer also informed us that they were currently in contact with the customer, attempting to collect the remaining balance, and discussing the customer’s concerns. Given these circumstances, especially the payment situation, we advised the customer through their counsel of our understanding that the retailer had been in contact and to contact us if the matter was not resolved. At the time of the initial contact, we were provided a partially paid invoice from the customer and a copy of a quote with the price breakdown. Please note again that the customer’s purchase price/disputed amount is the purchase amount from the retailer/installer, not from our company. Also, this amount does not appear to accurately reflect the cost of the products alone. According to the quote that we were provided by the customer, the amount includes several additional services and products that are unrelated to our company’s products (cabinets), including but not limited to: installing back door and basement door, enlarging wall openings, installation of granite, a sink, installation of light fixtures, upgrading electrical, plumbing work, etc. Eventually, the retailer requested several replacement parts from our company, and despite the fact that the issues did not seem warranty related, we shipped the requested parts to the retailer as a courtesy. All replacement parts requested were furnished to the retailer in March 2017. Considering all of the above, we feel that we are no longer able to assist any further and the customer must address any current concerns with the retailer to come to a resolution. We are unaware at this time whether the replacement parts have been furnished from the retailer to the customer, and/or whether any outstanding payment issues have been resolved between the customer and the retailer.
We were contacted by the retailer who sold the cabinetry to the customer, regarding a warranty claim stating that the customer had taken issue with some of their cabinetry doors. The cabinet line that the customer purchased had been discontinued at that time of the claim. We offered to ship...
replacement parts to the customer in the same color, but in a different material as the original product was not available. This is in accordance with our company's warranty policy, which states that we periodically make changes to (our) product line and specifications. If a warranty claim is filed for a discontinued or unavailable item, we will replace the part(s) under warranty with a new part of the same style or with a similar style currently offered. Some replacement parts are subject to availability, and may differ from those originally supplied. The customer acknowledges in their claim that the replacement samples were indeed the same color but a different wood material. After receiving the samples, the customer ultimately advised the retailer that they did not want the replacement parts - in an effort to satisfy the customer, a partial reimbursement of $2900 was offered in lieu of replacement parts as a courtesy. On June 14, 2016, the customer sent an email to the retailer that they would accept the proposed reimbursement to procure replacement parts on their own or to have their existing parts repaired. This reimbursement is currently being processed.
We acknowledge receipt of the client's response. Please note we at no point stated or implied that the consumer assembled the cabinets. We asked for information related to the retailer where the cabinetry was purchased, proof of purchase, etc. which would help us to ascertain more information as to where the cabinets were purchased from, who performed the assembly, and whether we could assist - however, none of this information was provided in the consumer's response. The consumer did not order or purchase the cabinetry directly through our company. We are the manufacturer of the products only. We are unaware of where the consumer ordered from, as to date information regarding the retailer or the purchase has still not been provided to us. The cabinets that were purchased were most likely not assembled by our company, and assembled instead by a third-party (typically by a distributor, the retailer from where the cabinetry was purchased, or a contractor/installer). As such, we are not responsible for any issues regarding assembly or installation, and any problems or issues that the consumer has taken issue with would have to be addressed with the retailer where the cabinetry was purchased and/or whomever performed the assembly/installation of the cabinetry. Our warranty does not cover issues regarding assembly, installation, or workmanship, only with manufacturing-related issues. Assembly, installation, and workmanship issues are not considered to be manufacturing related. The inspection company that the consumer refers to is the Kitchen Cabinet Manufacturers' Association (KCMA) - our cabinets are KCMA certified, but only if they are purchased assembled by our company. This information is made available to all retailers and distributors who purchase from our company, but it would appear this information was most likely not relayed to the consumer. If the cabinets were ordered unassembled by a retailer or distributor and assembled by a third party, they would not have a KCMA sticker on the cabinets, nor would they be KCMA certified. The consumer indicates she spoke to us on three occasions and had a salesperson named Anthony but most likely she is referring to speaking with the company where she purchased her products, not our company. We recommend the customer contacts whomever provided her with her cabinetry and performed the assembly and/or installation, and attempts to resolve her issues with that company.
To clarify, the customer did not order or purchase the cabinetry directly through our company. We are the manufacturer of the products only. The customer ordered the cabinetry through an independent retailer. The salesperson listed is their contact from the retailer, not our company. The customer’s...
purchase price/disputed amount is the purchase amount from the retailer/installer, not from our company. Our company was contacted by the customer’s counsel in October 2016, regarding her kitchen and the alleged warranty issues. We were provided photos of severe, abnormal peeling on multiple cabinets. As we had not seen issues of this extent under normal use, we questioned whether this was the result of misuse or an environmental or installation issue, unrelated to manufacturing. In an effort to perform our due diligence and to obtain further information, we contacted the retailer regarding the customer’s issues. We advised them of the customer’s correspondence. We were informed by the retailer that there were was an ongoing payment dispute and of $22,000, only $10,000 was paid and $12,000 was outstanding. The retailer also informed us that they were currently in contact with the customer, attempting to collect the remaining balance, and discussing the customer’s concerns. Given these circumstances, especially the payment situation, we advised the customer through their counsel of our understanding that the retailer had been in contact and to contact us if the matter was not resolved. At the time of the initial contact, we were provided a partially paid invoice from the customer and a copy of a quote with the price breakdown. Please note again that the customer’s purchase price/disputed amount is the purchase amount from the retailer/installer, not from our company. Also, this amount does not appear to accurately reflect the cost of the products alone. According to the quote that we were provided by the customer, the amount includes several additional services and products that are unrelated to our company’s products (cabinets), including but not limited to: installing back door and basement door, enlarging wall openings, installation of granite, a sink, installation of light fixtures, upgrading electrical, plumbing work, etc. Eventually, the retailer requested several replacement parts from our company, and despite the fact that the issues did not seem warranty related, we shipped the requested parts to the retailer as a courtesy. All replacement parts requested were furnished to the retailer in March 2017. Considering all of the above, we feel that we are no longer able to assist any further and the customer must address any current concerns with the retailer to come to a resolution. We are unaware at this time whether the replacement parts have been furnished from the retailer to the customer, and/or whether any outstanding payment issues have been resolved between the customer and the retailer.
We were contacted by the retailer who sold the cabinetry to the customer, regarding a warranty claim stating that the customer had taken issue with some of their cabinetry doors. The cabinet line that the customer purchased had been discontinued at that time of the claim. We offered to ship...
replacement parts to the customer in the same color, but in a different material as the original product was not available. This is in accordance with our company's warranty policy, which states that we periodically make changes to (our) product line and specifications. If a warranty claim is filed for a discontinued or unavailable item, we will replace the part(s) under warranty with a new part of the same style or with a similar style currently offered. Some replacement parts are subject to availability, and may differ from those originally supplied. The customer acknowledges in their claim that the replacement samples were indeed the same color but a different wood material. After receiving the samples, the customer ultimately advised the retailer that they did not want the replacement parts - in an effort to satisfy the customer, a partial reimbursement of $2900 was offered in lieu of replacement parts as a courtesy. On June 14, 2016, the customer sent an email to the retailer that they would accept the proposed reimbursement to procure replacement parts on their own or to have their existing parts repaired. This reimbursement is currently being processed.
We acknowledge receipt of the client's response. Please note we at no point stated or implied that the consumer assembled the cabinets. We asked for information related to the retailer where the cabinetry was purchased, proof of purchase, etc. which would help us to ascertain more information as to where the cabinets were purchased from, who performed the assembly, and whether we could assist - however, none of this information was provided in the consumer's response. The consumer did not order or purchase the cabinetry directly through our company. We are the manufacturer of the products only. We are unaware of where the consumer ordered from, as to date information regarding the retailer or the purchase has still not been provided to us. The cabinets that were purchased were most likely not assembled by our company, and assembled instead by a third-party (typically by a distributor, the retailer from where the cabinetry was purchased, or a contractor/installer). As such, we are not responsible for any issues regarding assembly or installation, and any problems or issues that the consumer has taken issue with would have to be addressed with the retailer where the cabinetry was purchased and/or whomever performed the assembly/installation of the cabinetry. Our warranty does not cover issues regarding assembly, installation, or workmanship, only with manufacturing-related issues. Assembly, installation, and workmanship issues are not considered to be manufacturing related. The inspection company that the consumer refers to is the Kitchen Cabinet Manufacturers' Association (KCMA) - our cabinets are KCMA certified, but only if they are purchased assembled by our company. This information is made available to all retailers and distributors who purchase from our company, but it would appear this information was most likely not relayed to the consumer. If the cabinets were ordered unassembled by a retailer or distributor and assembled by a third party, they would not have a KCMA sticker on the cabinets, nor would they be KCMA certified. The consumer indicates she spoke to us on three occasions and had a salesperson named Anthony but most likely she is referring to speaking with the company where she purchased her products, not our company. We recommend the customer contacts whomever provided her with her cabinetry and performed the assembly and/or installation, and attempts to resolve her issues with that company.