We have purchased both Merillat Classic (made by Merillat) and Merillat Masterpiece (made by KraftMaid). Our Merillat Classic cabinets were for a kitchen remodel that we lived in for about 5 years before selling to get a larger home. We loved the cabinets, they were great quality and very durable, still looked nearly new when we sold the house. So, we decided to go with Merillat again, except I wanted slightly more detailed doors and a unique color, so we went with the Merillat Masterpiece, which are made by KraftMaid. What a huge mistake that was! We have had a problem in every stage of the process and I have had to talk to customer service either directly with KraftMaid or through our dealer far too often. This is the same dealer we dealt with the first time, so I suspect the issues are on the KraftMaid end. 1st, they sent the wrong samples. Called Merillat, and they told me that I had to talk to customer service at KraftMaid because they handle the Masterpiece line, not Merillat. When I spoke to KraftMaid customer service, they said that they had shipped the right order and I was wrong, that I had ordered 2 of the same sample. I had to talk to multiple people and argue with them just to get them to send me the $3 sample that I had already paid for and ordered that was not sent. On our cabinet order, there were multiple issues with delays, but after about 10 weeks we finally got our order in. Unfortunately, the whole linen cabinet was warped with seams coming apart and exposed staples (a couple representative photos attached). That was a frustrating experience and we ended up waiting another 6 weeks (16 weeks total) to get the cabinet that we had ordered. KraftMaid told our dealer that they would not "rush" our order even though they had delivered an unacceptable product. Then, they decided to refuse to honor the rebate because it was not a "KraftMaid" even though they are the company I have dealt with and they are the ones who sent me the rebate form with my original samples (all of which were Merillat Masterpiece). It has been going around in circles, KraftMaid pointing fingers at everyone else rather than taking responsibility for their errors and wasting my time throughout this entire process. All of that over a $3 sample, unacceptable initial product, and a $62 sample rebate after a purchase of THOUSANDS of dollars in cabinetry. AVOID KraftMaid at all costs, or hope and pray that there are no issues because their customer service is terrible. I have never had a customer service rep refuse to let me speak to a supervisor, but they did.
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oh no!
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