should we ask for compensation?

15 years ago

Cabinets arrived with many imperfections, including black inky dots sprinkled over top edge drawer front, assorted pinprick sized black dots on door fronts, small chipping on top edges of some drawer fronts, one terrible horizontal filled line on one door. (These are high end cabs and not a company which has appeared yet on this site, so don't ask. I am waiting for resolution before i publish their name.) Our KD came over and said, NO problem, we will fix. THen the cabinet co wanted to send someone to see. Neither of us is home at the moment, so DH BOUGHT a plane ticket to go home and show him the damage. HE proposed replacing some items, and sending someone to do some "touchsanding" and "coloring " on the others, with the promise that IF we are still not happy, he will replace the items they tried to fix in the field. We agreed, but 2 days later the cab co inexplicably changed their tune. MEanwhile there has been much dithering and phone calls and emails, and hair pulling on our side. It is a long story but since then, the owner of the showroom has been "negotiating " with the Cab co owner, the KD telling me that the showroom is recommending / requesting replacements for all. This morning the KD called and said that she and the owner of the showroom plan to order new items and that they will absorb the cost if neccessary. SHe has been reiterating that they just want us to " be happy". We have not gotten so much as an apology from the cab co.

I understand that , with cabinet companies, S--T happens , and perhaps this is just part of the normal process. The cab guy, when he was at our house, told us that we are the .01 percentage customer who had such a bad result. SHould we be satisfied with brand new pieces (assuming the cab co can get it right this time!) Or are we entitled to some cash or freebies (drawer inserts?) for our time and aggravation???

Let me just say that the pieces which are NOT damaged are stunning and it appears that they ARE capable of quality construction and beautiful work.

thank you for your honest assessments.

LC

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Comments (15)

ccoombs1
15 years ago
Depending on how much of a delay this causes, and how much inconvenience is involved, I do feel you are entitled to some freebies.
Buehl
15 years ago
I'd have to say probably not...they are replacing everything. You're lucky, many people don't get this good a service/attitude from their KD/KD companies!
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lovemcm
15 years ago
I would ask for compensation for the plane ticket DH needed to buy to accommodate the apptmt with the cabinet co. rep. Any financial expense that you incur because of product fault should be reimbursed to you. Time and aggravation I'd expect to eat. JMHO.
Buehl
15 years ago
Good point about the plane ticket...
coolmom1
15 years ago
Oh my goodness. So sorry to hear about your situation. I am somewhat surprised to hear that your cabinet company was not willing to stand by their product and offer free replacements from the get-go. I purchased my cabinets by Columbia (out of British Columbia, Canada) through a local showroom and they were EXTREMELY willing to replace any cabinet, drawer, moulding, etc. that I was not satisfied with. Absolutely no questions asked. As a matter of fact, they offer a 10 year guarantee. Though I totally understand the stress, headache and aggravation that you have experienced, it may not be worth prolonging the misery by seeking compensation beyond the replacements. Hopefully, you'll be happy with the new cabinets and will enjoy your beautiful new kitchen. Kudos to your KD and showroom for standing by their quality of service. Good luck.
olchik
15 years ago
definitely inquire about that plane ticket
weissman
15 years ago
As others have said, you're lucky that they're replacing everything to your satisfaction - many people have much worse results. Frankly, I would not push the plane ticket - that might well queer the deal - they already once backed out of what they had agreed to. In some sense, it's not really they're fault that you weren't in the area to meet them.
edlakin
15 years ago
i agree and i'm happy to see that your KD has gone to such lengths to work this out for you. it sounds like you have a real advocate there. i'd be happy to have them re-do the problematic pieces, but given that your KD seems to be able to get stuff done, if you really want something extra, maybe you should have them ask the cabinet company about it.
eandhl
15 years ago
If they are exchanging to your satisfaction I wouldn't do anything to rock the boat. Staying on the best possible terms at this time could be important.
lacuisine
Original Author
15 years ago
Thanks, all. Just as an update, at the end of the day today, KD told me that the cab co decided to foot the bill (for the replacements) after all. She maintains that she would have paid for them if it had come to that.
stay tuned for the next installment (no pun intended!)
LC
rmkitchen
15 years ago
I am so glad there has been a PROPER resolution -- if the cabinet company (doesn't matter what "end," high, middle or low) -- is responsible for making their cabinets they they should be responsible for replacing their poorly made cabinets -- full stop.

If they were playing games with you (yes, um no, I mean yes!) then they don't deserve to be considered high end and SHOULD be publicly named (here or your BBB) for their unprofessional behavior.

But wow -- your KD and her shop are great!

Looking forward to seeing your kitchen!
lacuisine
Original Author
15 years ago
Just as soon as i have the impeccable replacement parts IN my kitchen and attached, i will certainly give all participants their proper due!

thanks for all the support

-LC
bill_vincent
15 years ago
SHould we be satisfied with brand new pieces (assuming the cab co can get it right this time!) Or are we entitled to some cash or freebies (drawer inserts?) for our time and aggravation???

Hopefully, Sherilynn will see this thread. She still spends alot of time in here. The thread below is hers.

let me put it this way-- although replacing and/ or fixing the cabinets is what they SHOULD do, that's not always what they DO. I would be happy just to get them to fix the original order, especially being that people who had nothing to do with the cabinets being screwed up are willing to put it on the line to make sure your're happy. Read the thread below, and you'll see why I'm saying this. if it gets ugly, no one wins.

Here is a link that might be useful: My Day In Court with Cabfiascoguy
lacuisine
Original Author
15 years ago
Yes, i am aware of Sherilynn's awful story. This is totally insignificant in comparison. THey made every piece to specification, they just skimped on the quality control. ANd since it is only cosmetic stuff, drawer fronts and doors, it will not hold up the functionality of our kitchen, just the outward appearance for a few more weeks. I will keep you all posted, and send photos soon!
thanks
LC
igloochic
15 years ago
I think you should post the name of your KD and their shop. They sound wonderful.

I am doing Omega Custom throughout the house. There have been a few dings, a couple broken doors, and a couple pieces received that just weren't what we designed/ordered. In every instance Omega with the proding of my KD of course, has put the replacements on their top priorty list (since it's all built for me it's all custom and not line stuff) and they've put them on a plane so they don't hold the job up. I paid through the nose for this service after having a HORRIBlE Karmen cabinet order come that had dings and dents on EVERY cabinet. I'd paid credit card, and received it all back, but it was a bit of an issue and the KD there...she was useless.

I would keep the water smooth. No remodel is easy, yours included, but they're trying.

should we ask for compensation?

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should we ask for compensation?

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