Complaints

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• Initial Complaint

  Date:01/22/2024

  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.

  I purchased Kitchen cabinets and 3 bathrooms vanities from them. I paid for everything with assembly and they delivered to us . We had one bathroom that was wrong size after demoing the wall. I went to the store to replace them from 81" to 72". I texted and called Owner on Saturday 01/13 and he said bring it back Monday morning and he will change it for me. He refused to take the items back and he asked me to purchased new one and I tried to explain this is not right and not fair. Cabinets are still in same package as they were delivered . ***** the owner said no to the return/exchange because they are assembled and we paid for the assembly. We were going to return them the way we received them. Nothing in the invoice said items can't be returned if they are assembled . He was only trying to sell us another vanity. He refused to work with us any deal even though I was going to pay extra money to change them. Before I left the store I told him I will reach out to you guys and I will file a police report. He said he doesn't care. He still will not replace with a smaller one. I tried to explain to him there are people in the house working to complete bathroom remodeling and ***** didn't care. I had to go purchase another one from another store for my bathroom to complete the job. 3 cabinets Two 30" One 21"Overall I felt that this is not a fair treatment or good customer service They should follow the rules they put on their invoice I want my money back as soon as possible. Thank you for your help.

  Business Response

  Date: 01/24/2024

  The reason we refused to his return because the cabinet was assembled (as he stated). We sell cabinets unassembled; they are in a flat box,that is how we carry and how we sell. Assembly was optional, and we told all customersassembled cabinet is not exchangeable and returnable.  Yes, on the invoice it does not specifically state cabinet because cabinet is not the only material we are selling here; We have flooring,countertop, cabinet, sink etc. As fact, we did offer him few options to fix his problem, but he refuses all of those, even though it was his own mistake at begging of everything, he had wrong measurements. When he knows he must pay extra dollars for exchange because of size different in cabinets, then he is being unreasonable, he does not consider extra service we provided to him, and he does not consider it was his own fault.

  Technically, the day he bought back cabinets, it was passed 14 days, but we still tried to work with him and offer him, but he was not cooperated at all. Speaking as customer service, we did ************************** was not part of service.We do not do delivery at all, and we told him that.  He told us he really needs delivery, so the owner told him, he could do it just for personal favor. So, we already go extra mile for him from the begging. Therefore, we deny his complaint. 

  Customer Answer

  Date: 01/30/2024

   I am rejecting this response because:
  
  
  
  

  Hi 

  I am sorry but hes respond has a lot of lie.

  1- I didnt assemble the cabinets, he did, I didnt receive cabinet in flat box as he said 

  2- if you read invoice information below, all what its said it has to be returned in original condition, he delivered it to my house in already assembled. He cant claim that I received it in box. I can send you video from my house camera how it was delivered. See below the note in his invoice. Nothing talking about assembly. It only said original condition as I received. See below 

  2- another lie is I received the cabinets one week after I paid for it. I have proof for that as well in the video date and time I receives. The reason it takes long because he assembled and take full week for that. I return it with in 14 days of receiving the item. 

  3- third lie, I actually agree to pay any different or additional fees may require but he refused. I have witness for that. 

  
  

  All of what I see here a big lie to avoid responsibility and turbulent costumer services 

  I also file police report I will be happy to send it over if it required. 

  
  

  This is the note in the invoice

  • All sales& deposit are non-refundable.
  • All material exchange& return can only be made within 14 days from the date of the original purchase accompanied with the invoice.
  • All exchange must be in its original condition, and 15% of restocking fee will be charged.
  • All merchandies has variations. Customer should inspect the merchandise prior to installation.
  • No claim will be accepted after the installation.

   

   

  Sincerely,

  
  

  ***********************

  
  

  Business Response

  Date: 01/30/2024

  First, he cannot just twist everything and make all sounds right to him. I did not say the customer assembled *********************** and he received in a fat box; I stated we sell and carry cabinets in flat boxes, and assembly was optional.Secondly, he repeated what is on the invoice, on the invoice say All material exchange& return can only be made within 14 days from the date of the original purchase accompanied with the invoice NOT THE *** HE RECEIVED. However,we were still trying to work with him to solve his problem, but whole time he was here, he keeps saying, I do not want this, I do not want that; he refused all options we could provide to him. If the truth was like he said, he was willing to pay extra, then we will not have an issue here, the issue should be solved at the day he retuning the cabinets.  Plus,like he said, he had full week before he received cabinets, why he did not check his total measurements with his contractor?
  
  I did not even mention on the prior responds, at the day he came back, he shows the pictures to my colleague, of all cabinets already with countertop on them.   No claim will be accepted after the installation say on the invoice.  Why he did not see it as he copy and paste that from invoice.  The fact speaks for itself. All this customer doing here is to make all excuses to sounds like that was  others fault, and ask others to pay for his own mistake and in improper way.