Company Response on 10/03/2010:
Below is my response to Anti IKEA from another complaint site as this is the same person.
I would like to clarify the services offered by our company and address the complaint above.....
The Measure Service (a $75 fee) is provided to measure wall length and height, plumbing and electrical location and to give the customer accurate dimensions so they may begin working on their kitchen design in the IKEA Home Planner. It is paid to IKEA and reimbursed once the customer has paid for their kitchen.
We measured "Disgrunted IKEA Customers" kitchen and she decided she wanted to use our design service. This fee is paid directly to us and the cost is $249. After working with her designer, she stated that she was happy with her design and went to IKEA to place her order and make her purchase. While at IKEA and working with a coworker it was brought to her attention that some glass doors she really desired WOULD fit into her layout. Her designer, here at The Kitchen Helpers, had told her they wouldn't fit so her design that we helped her with had regular doors with out glass. The co worker and the customer made some changes to the design that we completed for her and that evening, the coworker emailed me and to let me know what had happened. The following morning, I called the customer to speak with her about her experience with our company. I told her that I would refund her $249 since she ended up changing the design. She stated that she still wasn't quite happy with the layout that she and the coworker had come up with and she and I brainstormed a bit about her design. I made a few changes based on our conversation and I emailed it to her. She appreciated that fact that I had called her about her experience and asked if she could get an estimate for installation. She also asked if I would give her a discount on our services. I told her that I would consider giving her a discount. She mentioned not feeling confidant in the measurements we provided so I also told her I would send someone over to verify all the dimensions that we took. I sent the other owner of the company to do just that and all measurements that we took were accurate.
A few days after I sent and estimate to her, she replied and said that she could not believe I did not offer a deeper discount and she would have to decline our services.
At this point, I responded that her check for her design was in the mail and wished her luck on her project.
On the following Saturday evening, I received an Urgent email from "disgrunted". She demanded that I send over all measurements with LxWxD and a copy of her design with FINAL DESIGN stamped on it. I was a little confused as she did not have a completed design the last time I spoke with her and since I was no longer her designer and/or contractor I did not understand exactly what she wanted from me. Below is my email response:
The measure service is provided so that you will have dimensions to plan your kitchen in the IKEA home planner. We locate all current plumbing, electrical, etc. Barry scanned a copy for you and sent it via email.
As for the design service, you decided that you were unhappy with our service. You and an IKEA coworker redesigned your kitchen which you have access if you retrieve it from the IKEA server through the Home Planner. Username: email@example.com Password: xxxxxxxx.
The changes that I made were merely a suggestion and the layout that I scanned in for you was a favor because you indicated that you were interested in using our services. Because we are not your contractor and no longer your designer, you will need to work with your current installer to determine placement of cabinets, electrical, appliances, etc.
Since we have refunded your design fee and you have redesigned your kitchen with the IKEA coworker, we are no longer liable for your design.
My overall impression with "disgrunted" is that she really did not understand what the Measure Service and Design Service really entailed. She was in a very big hurry to work through her design and she didn't know what she was doing when it came to remodeling her kitchen. I tried to give her the best customer service experience I could under the circumstances and I just could not make her happy. In the end, we just weren't meant to be her contractor.
The Kitchen Helpers