Complaints

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:05/08/2025

  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.

  We spent around $37,000 on design and cabinetry for our new kitchen. We had numerous problems with bearings on our drawers slow close rails. It took us numerous attempts to get a hold of ******* which she would not reply right away. When she did respond she sent over her boyfriends employee who told me the rollers were fine even though you could hear the bearings grinding and you had to push the drawer closed with pressure. Plus it took about 15 to 30 days for a response when I paid $37,000 that is unacceptable.

  

  Business Response

  Date: 05/09/2025

  Dear *** *****,

  Thank you for reaching out and sharing your concerns regarding the issues you've experienced with your drawers and our service. We appreciate the opportunity to address these matters and sincerely regret any inconvenience you've encountered, we just wish you had reached out to us directly. We understand you have experienced issues with the drawer slides and would like to clarify that the drawers were designed with "soft-close" slides, which are intended to close smoothly and quietly with gentle assistance. They are not designed to "self-close" entirely on their own without that soft-close feature, we apologize for any confusion. However, as your product is still under warranty, we would be happy to work with you to address any malfunctioning components or parts that are not performing as intended. Please contact us at the office, ************ or at *************************************** and we will arrange a service appointment or provide the necessary parts to resolve the problem.

  We also understand you were disappointed with the timeliness of communication, please know we are addressing this internally, but during the time of your design we had an extreme amount of jobs for each of our designers, who were all doing their best to keep in contact with all homeowners and contractors. 

  Regarding the subcontractor who assisted with your project, we want to assure you that he is trusted and a regular partner of our company, and we hold all our collaborators to professional standards.

  Thank you again for bringing these matters to our attention, we just wish we could've had the opportunity to make this right before it got this far down the timeline, however we are grateful for the opportunity now solve these issues to your satisfaction.

  We look forward to hearing from you.

   

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

  Member

  Blue Water Cabinetry & Design LLC

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