Define this custom shop?

Contrary to popular belief, custom does not always mean better, or top quality. Many high end semi custom lines, produce a better outcome. There have been plenty of threads on this site begun by people completely disappointed with their custom cabinets.

That being said, we need more info, and more pics from you.

They are a local company that has a workshop right in town. We met with a designer in a show room, she rendered our idea, and they made the cabinets on site. The advertise they have an “open door policy” for their work shop to see the cabinets being made, but the two times I asked to go when the cabinets were in production I was told flat out “no” I couldn’t go.

Are these installed yet? Is it primarily the finish you're unhappy with, or are there also issues with the construction (joints, seams, braces, etc.)? If they're installed, could you upload a picture of the cabinets in place?

I've seen pictures of cabinets with a similar finish to yours marketed as "textured." (Example from a manufacturer: https://www.durasupreme.com/blog/dura-supreme-cabinetry-new-textured-tfl-cabinet-finishes-and-styles-modern-design/ ). Since you ordered custom oak rather than a painted or thermofoil cabinet, is there a possibility this was a miscommunication about the look you were going for?

The cabinets are installed. The front are smooth and do not snag when wiped. I understand there is some grain to them. But the back of the cabinet doors is what has me concerned. Why is it so different from the front. Shouldn’t they have been finished the same?

The inside of the cabinet is smooth like the front where the hinges are installed. Then it gets really rough

They can smooth the back of the cabinet doors.

What's "the price" you paid?

Presuming they finished in house, taking the doors back to the shop to sand and do another coat of finish should fix any snags and rough spots. It IS going to be textured though. I'd not be happy with that veneer match, even on tha back of a door. The fronts look fine though, so if this is a budget job, that might be a way for them to bring it in at a budget.

$27,000 for the cabinets. That includes the black wet bar you can see towards the back of the photo. That did not include installation. They never mentioned it being a budget job, so I’d love your opinion on the price we paid.

Water-based finish can raise the grain. That happens on the first step of finishing. Sand that down with 400 grit and apply the second coat. Looks like they didn't complete the finishing yet. The doors can be easily removed, numbered for placement and properly finished. This should fall under their warranty.

I'd reject these doors because of the veneer color variation.

27K is at least half price for that large kitchen, in a true custom, with that difficult whitewashed veneer finish.

Seven years ago, we purchased a full set of cabinets from Tedd Wood, a high end semi custom cabinet maker in PA. They also have a custom line. Our cabs are from the custom line. Beautiful, smooth birch stained wood. Not a snag, splinter, rough spot anywhere...inside or out. $37,000…not including installation.

Of course, we don’t know the scope of your project. How many cabinets, etc. But, $27,000 sounds cheap to me.

We are in the West side of Michigan. We had another quote from a semi-custom place in East Grand Rapids, which is a wealthy neighborhood, who quoted $23k for semi-custom and her custom guy was $28-$30k. So they were all pretty close for the size of our kitchen and location.

Yeah, I would expect about the same quality for that 30K custom. Built in place and ordered doors from a 3rd party.

They LOOK well built overall. I would address the finish on the inside of the door and the veneer mismatch. (I am less concerned about the mismatch - more on the finish) . As noted, that can be addressed by removing the doors and reinstalling.

Your price seems very reasonable - and they really do look nice installed - so decide what hill to die on.

Why ask here on Houzz rather than working with your cabinetmaker? I'm sure they want you to be happy.

Many cabinet companies do not finish the rear of the doors to the same standards as the front. Other than it being rough enough to catch things, I don’t see much issue with the rears not fully matching the fronts in finish quality. Go touch some of the American Woodmark display back sides at Home Depot and you might even get splinters! That doesnt mean you can’t ask for a sand and finish on the door backs. Yes, the dollar figure paid is pretty low.

Thank you everyone for insight!! It is helpful. the cabinet company does not communicate well and I’ve been waiting to hear from the GM since last Friday. I was hoping to have someone come here to see if things are up to their standards, but they don’t return my calls/messages, so I came here for an opinion!

Don't wait. That's a benefit to a local company. Take off a door and bring it over to their shop. Have them feel the roughness and see the veneer color mismatch. i'd also create a record with an email or text with pictures. I hope you used a debit card for payment. That gives you some recourse.

I’ve yet to touch the backs my doors. Interesting that you discovered this. How does the roughness impact use?

I've been pricing local custom here in the San Francisco Bay Area, where there are at least 6 custom options I've found for frameless. I think 27k for wood veneer would be a decent price, and you saved big time over solid wood. For TFL textured laminate fake wood here, for about 16 linear feet, which I am getting, I'm seeing prices of 15k to 18k. I never priced wood veneer, but I think someone told me low-mid 20s for my job, depending on grade - again, I have fewer cabinets. If anyone wants to know about my feedback on vendors, happy to talk.

Agree with @dan1888 - take yourself and a few examples and show up at the shop.

Otherwise I see boxes with full thickness 3/4" sides, well braced with robust hardware, unlike the last factory cabinets that cost the same.

Most will order doors from a specialty door fabricator. The frayed edge and backside is a question. Could be as simple as a bad day at the paint shop or edge banding machine.

Real wood veneer, especially rift oak, glazed finish is more than laminate.

With the exception of RTA cabinets, building and finishing on site is hillbilly.

Those don't look full custom. They look like individual cabinet boxes in standard sizes. (There isn't anything wrong with that.) Custom cabinets usually are built as a single unit for each run.

The splintered veneer...not okay. Especially not on the shelf.

Aside from that they sure look good overall. See if they'll fix the messed up ones.

(I wouldn't expect to be let into a shop while it is running cabinets--it can be dangerous. They shouldn't advertise it unless there are times when they do let people in to observe. But when heavy stuff or finishing is going on, they aren't gonna let visitors in.)

@Iri This is how custom Euro cabinets are made - one box at a time. Their CnC machine produces boxes similar to our local high end shops. Some still produce face frame runs as you describe w full overlay doors to resemble Euro.

Nothing goes on in a cabinet shop that a customer can't visit at any time.

@Feez Mo - I honestly don't know what everyone else is seeing. There are issues with those doors, which are going to be bigger issues later on and they are not acceptable quality at any price point.

Take a close look at that bottom edge, that is not OK and it is going to get worse.

If the edge is delaminating, you're in trouble.

What did the samples look like? Did you see any finished samples before you ordered these?

I was invited to see my cabinets in process, in the shop. I was also given a tour of the shop area during one of my first visits with the cabinetmaker. He was proud to show off their equipment and capabilities.

I'm going to guess that for that region of the country, 27k is a lot to pay for cabinets only. Agree with bry911 on this. The edge on the cabinet doesnt look good. Also, I see glue on the shelf edges. Let us know how this turns out. I'm dealing with my own cabinet issues so I know what you are going through!

Will do! I sent some photos over the weekend and now have 4 of the staff coming out Wednesday to see what they can do, including the designer, GM, and 2 engineers. I hope they will correct things.

That's a good sign!! Fingers crossed it goes well!

Pricing currently paying mid $400s per lineal foot of kitchen cabs, pre finished, delivered which is up approx. 10% over last year.