Diane Robertson
5 years ago
If you are looking to purchase cabinets from a company that will provide quality customer service, not only during the purchase phase, but in the event something goes wrong with the order, then this is NOT THE COMPANY FOR YOU.
I recently ordered 2 base drawer cabinets and a knee hole drawer (to be used as a desk/vanity table for a bedroom). Based on the color sample in the store, I ordered a cherry amaretto, which was a lively, warm brown. What arrived, however, was definitely not. The base cabinets and toe kick are a pale reddish color and the drawers are a lightly-stained cherry wood that is sort of a strawberry blond. Since the boxes said amaretto, I assumed the wrong cabinets were placed in the boxes and expected that the store would rectify the situation. I should have lowered my expectations.
I took back a couple of the drawer fronts to compare them with the store sample, and sure enough, they were several shades lighter than the sample. I didn't want to return everything and delay my installation, so I just asked to exchange the drawer fronts for new ones the color that I expected to get based on the store sample. Well, Rich, the salesman, went into a spiel telling me that cherry wood gets dark very fast and all I had to do was put my drawer fronts outside for a few months and they would become the color I wanted. I was stunned by this response. What is the purpose of having color samples if we are not to expect the actual product to look like the sample we ordered? Furthermore, since the wood is coated with a polyurethane coating and will be in a bedroom unexposed to direct light, I doubt if this wood will turn as dark as it needs to in my lifetime, let alone a few months. I also think it is unreasonable to ask the customer to place their new furniture out in the sun for several months in order to get the color they thought they were ordering.
In short, if you want to deal with a company willing to work with you when things go wrong, I strongly urge you to shop elsewhere.
I was only able to post this review by adding a star; otherwise, I would have given 0 stars for customer care.
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UPDATE TO ABOVE REVIEW:
A few days after I published this review, I was contacted by Kenny Jackson. I explained the situation to him and offered several suggestions for a satisfactory resolution. He said he'd make some inquiries and would get back to me. Within 1/2 hour, he called back and said he would be able to exchange the cabinets. When I went into the store, I dealt with him personally; he filled out the paperwork for new cabinets, arranged for home pickup of the current cabinets and told me the new cabinets would be here in 3.5 weeks. About 4- 4.5 weeks later, they arrived at the warehouse. We inspected them then and there and they were just what I wanted. Upon arrival at home, we un-boxed them and they were in excellent condition. A few days later, Kenny called me to see how things worked out. I definitely would give Kenny 5 stars for superior customer service and follow-through. Because of his outstanding performance, I have revised my rating up from 1 star to 4 stars.