David sold us on the endless options prior ordering, we paid in full on our order date and were advised 5 weeks delivery time. We were called a couple of weeks later to review some special instructions on our order. Everything was confirmed and they advised there were no further questions. Because the holidays fell within these 5 weeks and because of Covid delays, we followed up at the 7.5 week mark. We were told we could pick up our order next week. Next week comes, no communications, so I followed up again. A portion of our order was ready. That weekend we changed our cabinets and the items we picked up - 6 cabinet doors had quality control issues and needed to be remade, 2 doors had the hinge placement issues and needed to be remade, which TDM did not hesitate on. Over the next 3+ months, we made countless calls, sent countless emails - some of which were not returned - we had island panels that were made without our special instructions being referenced, a few pieces were cut at 90 degree angles when they should have been 45 degrees. 4 pieces needed to be remade 3 times or more. After so much back and forth, David became frustrated, threatened to invoice us for panels they made without following instructions and accusing us of "screwing up" and then hanging up the phone on me. Our final 3 pieces were made incorrectly 3 times and after the third time when we followed up, we was told we were asking for "custom wood working" and they emailed us back $73 saying they could not complete these pieces. Our request did not change since our original order with special instructions that were NEVER questioned by TDM. In the photo, you can see our special instructions and the simple request - These were 3 out of 7 similar pieces - the other 4 pieces were made to order on the first attempt and have been installed. So needless to say our kitchen is still incomplete and we have been left with a pile of scrap pieces that will cost us to dispose of. $5000, 6 months since ordering and our kitchen is incomplete.
- Company Response
Hi Carey Watson,
I'd like to thank you for taking the time to leave us a review. We believe that all criticism is good criticism and we have taken your feedback to heart. We are learning from our mistakes and your comments will help us build a better and stronger company. An intelligent company realizes its limitations and we realized ours with the special requests of your order.