errors in cabinets -- how to fix and what to expect?

14 years ago

After 2 months of waiting, I finally got my cabinets. Well, of course there are problems and mistakes. We are still unpacking the cabinets, but one of the more puzzling (and annoying) issues is that I ordered soft-close (and paid for the upgrade) doors for all of the cabinets, and inexplicably half of the cabinets have soft-close hardware, and half of them have plain old hinges. There is no rhyme or reason to where they are located -- some of the wall cabinets have the correct hardware, and some of the base cabinets have the correct hardware; it almost seems like every other cabinet.

I called my KD and told her that she (or her company, or the manufacturer) needs to come out and install the correct hardware. I am up to my neck in other projects, and my contractor has his hands full as well. I know it's a pretty simple thing, but this is not the only mistake on the cabinets, and I feel like it's not my responsibility to fix someone else's error. My KD balked at my suggestion that someone needs to come correct the mistake; she wants to mail me the correct hardware and have me do it myself. I explained to her how busy I am and that I feel it is her (or the manufacturer's) responsibility to fix this error, but she does not agree.

Am I being unreasonble? I paid extra for the hardware, and I expected the manufacturer (Medallion) to install it all correctly at the factory. What is a reasonable expectation for the KD or manufacturer to correct errors??

I am so frustrated!!! Worse case scenario I can call my credit card company and initiate a chargeback, since I did not receive the goods/services that I ordered. But I would really prefer to resolve this without having to return everything and starting from scratch. I did mention the potential for a chargeback to my KD, and she sounded more willing to negotiate, but I am concerned that I will have to threaten that for every little thing.

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Comments (3)

kompy
14 years ago
Unless Medallion is going through a change in standard hinges that I'm not aware of, soft close hardware for DOORS comes shipped loose and must be screwed in to the cabinet by the installer. Their soft close drawers already come installed.

If they DID change their hardware specs and you got half and half of something, then she should send someone out as a courtesy. That would be the right thing to do. But if all of your soft close door hardware is loose, it's the installer's job.
live_wire_oak
14 years ago
Ditto what Kompy said. Soft close for doors are installed on site and soft close drawers are factory installed.

One thing to double check is---well, do you have someone else's order. When cabinet company trucks are offloading an order, sometimes there are a few errors. I had half a kitchen go missing for 2 weeks once until the person who it was delivered to actually looked at the boxes in their garage and notified the company. Also double check your original order. Everything should be spelled out on that and it should match what you're unpacking.

Small errors and minor shipping damage is to be expected and that's why you unpack and scrutinize as soon as humanly possible. (And you don't begin demolition until everything is received onsite!) You need to get the replacement orders in ASAP so that you won't have too many delays.
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portland_renovation
Original Author
14 years ago
Thanks for the comments. Kompy -- what is weird is that half of the doors had the soft close installed, and we didn't receive any loose hardware, if the intention was for us to install the rest.

The infuriating thing is that when I called my KD, she confirmed that their own QC manager noted that five cabs were missing the softclose hardware, but they did nothing about it... so they knew the hardware was missing, but didn't bother installing it, or sending the hardware loose with the rest of the order. They just waited until I complained, and then didn't want to fix the mistake. Very disappointing!

It's highly unlikely that I got someone else's order, but that did cross my mind. The cabs are 99% installed, and unless someone else had a kitchen with the exact same diminensions as mine, I'm pretty sure there was no delivery mix-up.

errors in cabinets -- how to fix and what to expect?

Comments (3)

kompy

live_wire_oak

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errors in cabinets -- how to fix and what to expect?

Comments (3)

kompy

live_wire_oak

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portland_renovationOriginal Author

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portland_renovation
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