Complaints

This profile includes complaints for Deslaurier Custom Cabinets Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Deslaurier Custom Cabinets Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Deslaurier Custom Cabinets Inc.

  550 Hall Ave Renfrew, ON K7V 2S9

  
• 

  Deslaurier Custom Cabinets Inc.

  1050 Baxter Rd, Units 7C & D Ottawa, ON K2C 3P1

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:26/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2024, I signed a contract with Deslaurier Custom Cabinets for a full kitchen installation at *************************. The company committed to an eight-week turnaround. As of today, more than six months later, the project remains incomplete. Several key elements remain unresolved, including a damaged countertop, damaged materials, and installation issues.There has been no meaningful follow-up since a final site visit on May 9, 2025. Despite my continued outreach, Deslaurier has failed to respond appropriately or complete the work. Communication from their team declined over time, and no clear project owner remained engaged in the process.The company also requested full payment before installation while under a Notice of Intention to Make a Proposal (NOI) insolvency filing. This filing was not disclosed to me at the time, raising serious concerns about transparency and good faith.I have paid more than 50 percent of the contract value, including a good-faith 10 percent payment toward the final balance while waiting for completion, which never occurred.The extended delay has also led to additional housing costs, as I was unable to move into my primary residence. Most urgently, the kitchen countertop was damaged during the process and may now require full replacement.I have now formally terminated the contract and am preparing a Small Claims Court filing. However, I am giving Deslaurier this final opportunity, via the BBB, to resolve the issue by either:1. Replacing or fully repairing the damaged countertop and completing the remaining work within a defined timeline or 2. Compensating me for the cost of hiring a third party to complete and repair the kitchen to contract standards If I do not receive a timely and meaningful response, I will proceed with legal action without further notice.

  

  Business Response

  Date: 06/06/2025

  We acknowledge your deep frustration with how this project has unfolded, and we agree that the overall timeline and communication throughout have not met the standard we expect to deliver. For that, we sincerely apologize.
  

  That said, we would like to clarify a few points:
  

  The remaining issue with the cabinetry relate to improvements to the finishing of some components; touch **** graining on the back side of doors adding handles that are not included int he original scope of work. This work is still planned and supported on our end the delay is due to material availability of the high-end edge-banding we use for the doors. This will be resolved soon and a site visit completed in short order.
  

  With respect to the countertop concern, as noted during our recent communication, the subcontractor who fabricated and installed the counters is working directly with you to review and resolve the issue. We have confirmed that this matter is active and not being ignored, even though it falls outside of our direct control.
  

  While there was a gap in consistent communication earlier this spring due to internal transitions, your project has remained on our radar. The May 9 site visit was conducted with the intention of reviewing final items to move toward closure.
  

  Regarding our NOI restructuring, while we did not formally notify retail clients during that time, we remained legally permitted to operate and continued to complete and service projects. We regret if this added to a sense of mistrust, though we want to emphasize that we did not collect full payment. You have paid just over 50% of the total contract value, plus a portion of the balance in good faith, which we acknowledge and appreciate.

  We are committed to completing the work as discussed and believe the project can be successfully wrapped up with the coordination that is already underway.

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have experienced issues with our custom-built cabinets from Deslaurier since the very beginning. Despite being newly installed, the cabinets started showing defects early on. Over time, they have begun bubbling and warping, which is completely unacceptable for a supposedly high-quality, custom-made product.When we reached out to Deslaurier to address these problems, their response was dismissive. Instead of standing behind their product and warranty, they have refused to replace the defective cabinets. Their customer service has been unresponsive and unhelpful, making it nearly impossible to find a resolution.Despite multiple attempts to escalate the issue, including requests for assistance from someone other than their initial point of contact, our concerns have been ignored. This lack of accountability and unwillingness to honor their warranty is unacceptable. We expected better quality and service from Deslaurier, but instead, we are left with defective cabinets and no resolution.I am filing this complaint in hopes of holding Deslaurier accountable for their poor product quality and lack of customer service. I urge further investigation into their business practices to prevent other customers from facing the same frustration and financial loss.

  

  Business Response

  Date: 23/04/2025

  Thank you for the opportunity to respond to this matter.

  
  After receiving the customers concerns, Deslaurier Custom Cabinets took the additional step of sending senior team members to inspect the cabinetry on site. Following a detailed review, it was determined that the reported issues were not related to manufacturing defects and therefore not covered under the terms of our warranty.

  
  That said, in the interest of maintaining a positive customer relationship, Deslaurier has chosen to provide replacement items as a courtesy, at no charge to the client. This resolution goes beyond our formal obligations, and we consider the matter closed from our end.

  
  Should the client have any further concerns, our service team remains available to assist.

• Initial Complaint

  Date:22/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Deslaurier Custom Cabinets in ****** ******* took my husband, ***** ******** and I's payment in full July 16th 2024 for a kitchen renovation. It has been non-stop delays as well as design issues after measuring 3 ********** have been left in the dark as to when it will be complete. We have two young children under 6 and I work from home. We had visitors here from across ****** Aug 9-16 and we did not have a proper kitchen to use. It was only Aug 9, the day they arrived that one installer, ***** ********, took it upon himself to fix a few problems so we didn't have a fridge in our living room for our visitors. We have been left without a kitchen sink, countertops and dishwasher since we had to rip out our kitchen on July ***** is now August 22 and we still have none of the above when we were given completion date of Aug 20 (no-one showed and no-one updated us) after being given July 31 as a completion date. The countertops were templated so it doesn't make sense for them to not be able to be placed.They have our money in it's entirety but yet we have been given ZERO info on dates of completion and zero credit for the large pull out drawers that we paid for, that the designer promised would be used, that are sitting in our garage. This has become a mental health and physical health issue that as a family we have had to consistently be eating out and convenience food and/or have our dishes piling up attempting to wash them in a small bathroom sink when trying to cook healthy food. This is not ok for anyone let alone two children. I am appalled at the service we have received. I received a call today from the manager who did not even understand what was going on, and stated they were having supply issues with the countertops and he will see if he can get a temporary countertop in so we can get sink in, but still no date even on that. This means we would need to get a plumber in twice at our expense. This is not an acceptable solution either.

  

  Business Response

  Date: 13/09/2024

  Deslaurier would like to acknowledge that the timeline and experience were not what we strive for.

  On the initial template the homeowner nor their contact were not available for the booked time; this resulted in charges being applied to Deslaurier. Afterwards, the homeowner decided to defer the template until a design change was made; it was a tight working environment and a pantry did not fit as designed and had to be re-worked to be reduced in size which was done on August 9th. There was a delay in the countertops which resulted in them not being installed until August 29th. While the delay was unfortunate we understand that other than a couple of minor aesthetic adjustments that this project is complete. Unfortunately, this renovation had a couple of adjustments and a small delay which is not ideal but can happen given the nature of the work.

  Deslaurier apologizes for any stress this caused for the homeowner and hopes that things are in a much better position today.