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:10/04/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 ordered Fabuwood cabinets through *** Distributors. My shipment showed up 6 weeks later almost completely damaged. I contacted the distributor and filled out an RMA form to get all the damaged units replaced, provided photos several times and finally a video with voice over detailing the damage of each cabinet. I was told only some units would be replaced, that I had to remove and keep doors and accessories like pullout drawers ( that I paid extra for) and reuse them at my own cost and time. Most of the doors have damage and I asked for replacements but was told no. No two months later, I still do not have replacements and no one knows anything. Fabuwood will not help me unless it is directly through the distributor. The distributor cannot give me any feedback as to which replacements I am getting or when because the rep at Fabuwood does not communicate to them. Yesterday, Oct 3, I finally reached a Fabuwood supervisor who said she will look into my problem. This process has taken two months and I just received notice last night, Oct 3rd at 7:06 pm that replacement delivery will arrive between **** on October 5, 2022. I live in a condo with rules. I cannot reserve the freight elevator for days on end just in case these cabinets show up. Nor can I keep my contractor on high alert and pay him to hang out all day. The first delivery back in the beginning of August showed up 1 day and several hours early where we did not have an elevator on hold. I had to beg maintenance to let me share with another contractor that day. Besides damaged, scraped, dented and broken units, Fabuwood customer service has completely ignored all requests to supply RMA list, actual delivery dates and provide a one party shipper instead of three party shipper who damages everything. This has been a terrible experience. I was told NO refund only replacements and that I have to dispose of unusable cabinets at my cost. Also, I have to reschedule this Oct 5 shipment due to NO elevator.

  

  Business Response

  Date: 10/06/2022

  Fabuwood is a wholesale company and we do not sell direct to the public. As such, we are working diligently with our registered dealer (company end user purchased from)to resolve the matter in a timely manner. We will supply our registered dealer with all the needed details to satisfy their customers concerns.  

  Customer Answer

  Date: 10/06/2022

  
  Complaint: 18163950
  
  I am rejecting this response because:

  I am still waiting for my RMA order which according to distributor is only partial and replacement units will arrive separately. This is Fabuwoods automated response to all of our requests. My original order was almost completely damaged and Fabuwood is only replacing some of the damaged units and demanding that I utilize the rest and discard (at my cost) unusable pieces. Also, since Fabuwood refuses to replace entire units, my contractor has to remove accessories, doors and re-assemble their cabinets, at my cost. On Oct 3 at 7:06 pm, I received a text from a carrier saying that my RMA order is on a truck for delivery. Because of last minute notice, I had to reschedule the delivery for Oct 5th between **** to Oct 7th. Oct 5th was Yom Kippur which I, like the owner of Fabuwood, observes. I live in a condo building where there are rules for deliveries and construction. Elevator must be reserved. My contractor has to be available to receive and inspect the delivery. Scheduling cannot be done without prior notice. Additionally, because the customer service rep at ******************** would not approve a custom unit (that was so severely assembled it could not be used)until Oct 4th, that custom order will arrive the beginning of November! This means no installation, no field measurements for counter or tiling or appliances until that one unit arrives and is finally installed. I finally spoke a customer service rep on Tuesday who said she would look into my complaints about the severe damage and just received an email from her now. It was a similar answer echoing Fabuwoods automated response.
  This is a situation that should have been dealt with promptly and courteously in accordance with Fabuwoods claim of excellent customer service. 

  I see other complaints like mine on BBB website and I wish I had checked it before. This has been a horrendous experience and I pray that my RMA order is usable or I will be back and forth with the distributor again. 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 10/19/2022

  As initially specified, Fabuwood is a wholesale company and all replacements/concerns/warranty issues are processed thru the dealer of purchase. For this complaint specifically, all RMA's the dealer sent in for this complaint were processed and replacements have shipped or are being shipped, some items take longer to ship because they have customizations.
  
  Regarding scheduling, the end user has to request from the dealer of purchase what dates work and the dealer of purchase can request it from us, as we are shipping the replacements to the address provided (by dealer of purchase) with the first available ship date.
  
  Regarding compensation, Fabuwood warranty states that we are not responsible for the cost of removing and reinstalling items, in addition, as a wholesale company we did not collect any funds from the end user so any compensation or courtesies should also go through the dealer of purchase. 

  Customer Answer

  Date: 10/19/2022

  
  Complaint: 18163950
  
  I am rejecting this response because:

  Fabuwood is not addressing the issue of an order that was almost completely damaged as detailed in my initial complaint. They have only recently replaced only components of the original damaged order, only to deliver more damaged goods.
  

  This is an overwhelming process because Fabuwood refuses to deal with anyone but the distributor who claims they have no recourse but to deal with Fabuwoods NO return policy. 
  

  i have been in constant communication with *** Distributors about my order and they maintain that they have to go through certain channels in order to mend a defective order which in itself is redundant. 
  

  Fabuwood is selling damaged goods and making customers absorb the enormous cost of replacement and/or abandonment of original order. 

  
  Regards,
  
  ***********************

  

  Business Response

  Date: 11/03/2022

  Fabuwood is a wholesale company as such we are working with the dealer of purchaseto pick up entire kitchen and Credit the dealer of purchase any monies they (the dealer) paid to Fabuwood. We are awaiting a response from the dealer as to whether their client (****************) agrees to this.

   

  Customer Answer

  Date: 11/04/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:

   

  On Wednesday, November 2, 2022, I received a call from the owner of *** Distributors who I purchased these cabinets through. He informed me that Fabuwood has agreed to pick up the entire kitchen and refund ENTIRE order. Owner of *** said that he would then refund me the ENTIRE purchase price but only after Fabuwood reimburses him first. I agreed to this and asked that arrangements be made immediately to pick this order up. I would appreciate if Fabuwood makes the effort to "make this whole" by working in a speedy fashion with the distributor so this does not drag on any longer.

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************