Company Response on 06/10/2010:
The customer ordered entry level, custom made, painted wood cabinetry from our dealership. After the cabinets were delivered, several issues were reported to us by the customer. After that report, we inspected the product, along with a representative from the factory, and determined that some cabinets have issues that are covered under the warranty and damage policies. We offered to fix those issues by replacing several parts and/or cabinets. The customer did not agree to that, claiming that all cabinet are defective. This is not the case. The cabinets have features that are consistent with painted wood cabinetry at the price point that was selected by the customer based on the budget. Those features are accepted by the industry standards and cannot be used as a basis for a warranty claim.
The customer insists on returning the whole order and is demanding a full credit of the purchase price. Our policy, which is clearly stated on the invoice, and was agreed to by the customer based on her signature, clearly states that custom order material cannot be returned or exchanged. Cabinets were manufactured based on the dimensions of the customer’s kitchen, and based on that customer’s selection of cabinet door style and color, therefore they cannot be resold to any other customer.
As stated above, we offered to replace all of the items that have legitimate issues which the customer did not agree to. Trying to resolve the issue in a mutually satisfactory manner, we even offered to accept the return of the whole order, and credit the customer the whole purchase price, less the restocking fee (again, information about restocking fees is clearly marked on our invoice). We even offered to cut that fee in half from its original amount. Again, the customer did not agree to that either.
We believe that in this case, both us the dealer and the manufacturer have gone over and above the normal operating procedure for any custom made kitchen cabinet order. It is widely expected and understood in the industry, that with the complexity of a kitchen remodel some damage and defect will occur, and that the dealer and the manufacturer will stand all behind legitimate claims, as we have done in this case.