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Business Profile

Cabinet Manufacturers

Massachusetts Design

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/05/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 are the homeowners. We ordered kitchen cabinets from Massachusetts Design through a third party (***** ******) who were working with my contractors. We were in a rental house waiting for the renovation to complete.

    When the kitchen cabinets were installed, the contractor noted huge problems with the order. We were missing more than 20 drawers, most of the items were not fabricated to spec, and there was no laminate on many of the cabinets!

    The contractor contacted ***** ****** but Massachusetts design refused to answer calls or emails from me and state (through their sales rep from ***** ******) that because the claim was not filed within 7 days, there is nothing they will do.I never signed anything agreeing to a 7 day claim period, and this was all done outside of my purview.

    It is going to cost me $10,000-$20,000 to replace the drawers, fix the lamination, and order mis-sized cabinets. Additionally, their misfabrication rendered several of my appliances (the drinks fridge and microwave) unusable.

    They are supposed to have a 1 year warranty on the cabinets, which should at least cover the missing laminate as these are craftsmanship defects. Even if they have a policy of no claims after 7 days, I as the end-user and payer have no recourse and had no say in this policy nor did I agree to it.

    It is simply a matter of poor business practices and horrible customer service to effectively steal so much money from me. For such a large complicated project, it is nearly impossible to notice all defects and missing pieces in the original delivery, because you have to unbox everything and lay it out and do a fine check. Because the installation took weeks, we didn't notice the missing items until it was "too late".

    Since the company didn't fabricate the drawers, it is really no loss to them outside of the scope of the order to just finish the job -- which I paid in full for, instead of just washing their hands of responsibility to deliver a product.

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