We started a small kitchen reno in March 2012. We were promised cabinets would be installed within 4 - 5 weeks from the date we signed off on the design (March7, 2012).
% weeks later we had cabinets sitting in our demolished kitchen, 1 week for the installer to install them, he did an absolutely marvellous job, NO fault of his.
The cabinets as delivered had short falls i.e.: wrong size cabinet, wrong doors, missing parts. We were promised prompt repairs. 3 weeks later we were told the missing items would arrive the next week. Which they did, sort of.
The wrong size cabinet was replaced with a correct one, however doors were still wrong, parts were still missing.
Another promise of prompt rectification.
As this was getting to be really silly letters started to be mailed, e-mails were sent, phone calls were made from us to them, these went to managers who promised prompt service.
Still no solving of the problems, I went so far as to write an e-mail to the CEO of the company in Red Deer, this also has not been answered as of November 2013.
In July we were informed that our replacement doors had arrived, the only issue was we were out of the country and therefore they could not install them, Later we were told that the delay in installing the doors were that we had refused them entry. Doors were finally installed in September 2013.
A request for some adjustments was made by us, the person they sent did an excellent job on those, however we pointed out that a door handle was missing and we were promised it would be dropped off in our mail box that night. A month later it arrived.
While the tech was here adjusting doors a QC person showed up and was checking the cabinets when he noticed that the wine rack we had them build and install all the shelves were not level, we had decided that we were simply going to live with it. The QC fellow (Branch manager) insisted that a new one would be built and installed.
A month later they called to tell us our wine rack was here and they would like to install it, arrangements were made.
A installer showed up, ripped out 1 shelf, told my wife that he has no idea how to take the wine rack out and besides that the replacement one is just as crooked as the one we have in. He left,
We now have a wine rack that is missing a shelf and the large screws and holding things are sticking our, this is very obvious, the crooked shelves were not so much.
They called a week ago telling us they have another new wine rack, as we are a little busy and it is now the Xmas season we have only called once regarding install.
I am sure this will be our fault also.
- Approximate cost of services:
- $15,000.00
- Company Response
Hi elec from Calgary,
We have recently included a digital customer service program to our business which is why we are reaching out to you now rather than 3 years ago when you submitted this review. We apologize for the delay.
Although it is hard to hear about negative experiences with our company, your review has allowed our team to implement customer service standards that far exceed those reflected in your review. Our recent reviews showcase this positive change, which is something that we take serious and that we are proud of. Thank you for the insight into your experience we are doing our best to ensure that our future customers do not feel under serviced.
Kind Regards,
Jenny