I see this type of thing over and over. Without getting too philosophical, I think everyone is trying to only do the minimum while still raking in the money. No one takes responsibility for anything. And this starts in infancy with parents who both work and since they spend so little time with their children, won't tell their child NO! I am a working mother and I'm not bashing two job or more households. I'm wondering why no one has to be accountable for their actions. It's carrying over into all aspects of our lives. Me, me, me. I am the center of the universe. Get it for less no matter the reason it's less. So China makes everything we buy; Wal Mart runs all their competition out of business, America is bankrupt, We can't buy anything that lasts more than 9 months and can't be repaired when it breaks. The business places who weren't interested in looking in their book or picking up the phone to call their suppliers missed out on all my business. Did they care? I don't know if they were able to put 2 and 2 together and understand what really happened. Customer service takes too much time? Too much effort? Are we supposed to serve ourselves in every store we visit? There, I went and got on a tangent even though I said I wouldn't.

I'm so sorry to hear about the issues you've had and response you've gotten.
I had a different KM experience. I'm wondering if it's also related to HD? We did have a few issues (one warped door, one odd knot). They didn't even ask us to return the doors. They just sent out new ones. We worked directly with our designer at Bradco. But, KM did call us 2x directly to make sure we were happy.
I really wish I still had the number of the direct KM person-- I would pass it along.
I'm thinking you should try to call them directly. Maybe you'll get a different response.

My son had a couple of minor issues with KM, they sent out the rep, and he was very cooperative on everything.

Anne

Just remind both of tehm of their contractual obligation with you, and that if those 2 items don't fix all of the problems then the contract is not fulfilled and they will be taking care of the remaining issues until it is.

You can also try : 1-800-553-3199 That used to ring in the executive suites years ago but I think its now a separate division for escalated stuff.

I just saw your other post re: the problems you've had w/ the KD at HD. Given that situation, you might want to contact KM directly if you have any more issues, just to insure that they are getting the correct story from your KD--and that you are, as well!

I also think it depends on where you are in the country. We are in PA and get our KM from Ohio. They have been very good to deal with and I have every confidence that before we're done I will be completely satisfied. Where are you located?

This is terrible. You must be really frustrated.

I wonder if it is more HD fault? I say this because
often the KDs at HD make mistakes. Not all the time but
often enough that I see issues on GW.

Perhaps you could contact KM on your own. Explain to them
what is going on as you the consumer. Sometimes HD causes
more problems because they are getting the cabinets at a
very low price. And if they made a mistake on the order
they can easily blame KM not themselves.

Of course I could be wrong but it might be worth it
to check our KM on your own. Talk to them kindly and
with an eagerness for their help. The ole saying sugar
to sweeten them up. : )

My cousin did his entire kitchen with KM. He acted
as his own GC and KD. All he did was order the cabs from
HD. When they arrived to his home he noticed some errors,
mistakes and even a few knots on the doors he did not
like. He contacted KM directly. They sent someone out
and of course the HD guy too. KM sent replacements for
everything and told him he could keep the damaged pieces.
They did not charge anything extra. They were amazing.

Kraftmaid was wonderful to him. He lives in CT.
Hoping it will all work out better for you.
~boxerpups

Please post pictures of your issues. You've posted about them in the past, but have never posted any pictures. I'd really like to see what the problems are.

I've never found KM to be unresponsive to a customer service issue.

Maybe it's not KraftMaid who is "shutting you down", but rather the Home Depot people. Maybe KraftMaid would like to hear how Home Depot Store # xxx is treating you in regards to their product.

I had two problems with my KM cabs
1. One cabinet was not square...I called Lowe's, explained my problem and a new cabinet arrived within a week
2. the new cabinet did not have doors...I called and again they arrived within a week
OK, actually 3 problems because the new doors didn't have hinges but once again I called and they arrived within a week
I received polite, efficient service every time I called...I am tolerant of errors as long as they're resolved quickly and that's just what I got

forgottensong bad news travels fast. KM should realize that's just bad business. Try calling them directly and let them know which HD you are dealing (or "putting up") with. I think they'd like to know. Especially where you may have MORE business coming their way.

This reminds me of when my son had a problem with his new car. While still under warranty, the interior door panel kept popping off. After the third time in two months, he again went back to the dealer to try to get the situation finally resolved. The manager of the service department had the NERVE to tell him, "This is the LAST time we're going to fix this"!!! LOL!

We're in Rhode Island. We are getting the KM products from Ohio as well. I have spoken with KM management before and the man seemed stingy. That incident was where the technician spray glazed a moss/mocha door for the spice cabinet base which was excessively splotchy (could see bare wood through it). It was so far off color that it looked ridiculous - a very light green among 4 dark green doors. He asked me how the tech left the matter. I said, "He pulled out the drawer, sprayed it, waited til it dried then put it back and taped it up". I didn't see it until it was installed and the tape was pulled off. He sent me a new door. But I had to argue for it. Obviously the tech knew the door was a different color.

It's been a combination of KD mistakes and poor quality product. We ordered over $25,000 worth of merchandise and there are a lot of miscellaneous pieces for the custom work portions of the kitchen. Without quality control, there was a lot to be sent back.

Now KM is going to be even more upset because the contractor just noticed that they sent us a valance for over the sink which connects cabinets on each side of the window. Neither of the bottoms of the right and left side base footings are glazed with the moss/mocha - just bare wood. It will definitely show because it's above our heads. KM spray glaze doesn't match their moss/mocha cabinets AT ALL! Don't know what to do. Alas though, the KD made yet another mistake and the valance is too short to span the distance. Gotta laugh or else I'd always be crying.

Several of you pointed out that it may be the KD who is fed up. Good point. I think I will call mgt at HD and also KM to get the real story.

I need to try my hand at posting pictures. I have some 35mm photos of some of the damage on a disc which I down loaded to my computer. I also got a second hand digital camera from my neice. I need to learn how to use it and down load and go through the correct procedure to post. I've been straight out with kitchen and family matters.

Thanks for advice and support. Best forum ever. FS

I, think HD Kd, is just trying to cover their behind. By telling you, you are being shut off after this. KM, want's their customers to be happy not p off. So what if KM, will be up set again. Someone is not doing their job. I, would write a letter to the CEO of kraftmaid, and I, bet thing,s would get better real quite. Because the CEO, would be so mad that this problem ever reached him, or her. sharaz

I just need to chime in. First, I am so sorry you are going through this, as the process is stressful enough as it is. I just received my KM cabinets on Tuesday--BTW, they gave me the date 6 weeks ago and they arrived exactly on time. I ordered these with great trepidation based on plenty of negative posts on KM. As a matter of fact, the only reason I chose them is because they had the stain I wanted. I had 3 doors and one end-bookshelf come in with less than perfect staining. My KD was extremely apologetic and got a replacement order in that afternoon. No questions asked. So far I am extremely happy with them--and with their responsiveness through my KD--I did not go through a Big Box store though...