Complaints

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

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  Ideal Cabinets Design Studio

  103 N Franklin St Christiansburg, VA 24073-2952

  
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  Ideal Cabinets Design Studio

  3727 Franklin Rd SW Roanoke, VA 24014-2260

  

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:03/05/2024

  Type:Customer Service 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.

  Met with designer 10/30/23 for kitchen remodel. Desire for kitchen installation 3/1/23 latest.
  Prelim drawing 11/17/23- provided feedback same day with own drawing
  2nd draft received 11/21/23 asked to finalize and start production.
  12/1 email request f/u. Quote 12/6
  Paid deposit on Dec 15th ($38, 876). Advised production about 12 wks to installation.
  1/12/24 request update. No production! Waiting on ********* for color sample chip, likely delay cabinet deliver late March.
  1/17 Request bath vanity/counter top order for Mar
  2/9 sample arrived (notified via email Fri pm) to come in to store to approve! Not phone call or text.
  2/12 (Mon) approved sample. Advised late March
  2/24 request update install date - excuses provided 2/27 not sure maybe middle April.
  2/27 responded with disappointment with lack of communication, meeting expectations. Requested to speak with **** **** rep and provide install date kitchen and bath install date (separate since not high gloss)
  3/5 NO Response to any requests (13 wks from order date).
  Lack of communication prevented me from taking business elsewhere to meet my expectations.
  
  Please provide your contact ‘s information as I am still not understanding why it took 8 wks to make a small sample. For almost 80K, we expected higher quality of service and this includes delivery of master bathroom vanity and countertop no later than 3/29 and kitchen no later than 4/5.

  

  Business Response

  Date: 03/12/2024

  Regarding the complaint from ******* *****:  We did meet with Mrs. ***** and Mr. **** ******, (clients) and we did receive their deposit on December 15th for their order of Custom Color High Gloss custom made ********* *********.   In her complaint, Mrs. ***** says she was “Advised
  production about 12 wks.”   From her wording it is clear we did not give
  her an exact date of delivery.  We are
  unable to do that until we know the product is in production. At the time of our initial meeting, we looked at the current
  ********* production lead times and told her that they were currently running
  at twelve weeks, but we cautioned the clients that was an estimate, and the timetable
  might change.  It would depend on when
  the sample colors were approved. (they had requested a custom color; we had to
  wait for the sample chip from *********, and have the clients approve it). The
  client says she approved the custom color chip on February 12, 2024.  Client says she was advised delivery would be
  late March.The custom color sample chip did take several weeks to come
  in. Mrs. ***** asks, “Why did it take so long?” 
  We cannot give a definitive answer because it came from our supplier,
  ********* *********.  However, what we
  can tell you is that whenever you are dealing with custom color, and custom-made
  products the timetable will vary because of the individual attention that must
  be given to each job.  The ****** chose a custom-made product, with a custom color,
  and a high gloss finish.  These are all things
  that add time to the completion of the project. 
  For example, our ********* representative, ***** ******* ***  said, “High Gloss can’t be rushed because the
  process used to create it has to cure for ten days … it is a very laborious
  process. “To our knowledge, we have responded to every question
  received from the clients.  However, for
  example, we did not reply to an email Mrs. ***** sent on  2/27 because **** came in the showroom and asked the same questions from the email, and we supplied
  him with all the answers.  We believed
  this to be responding and communicating to those questions.Client’s Desired Settlement is: 1) Adjustment of bill 
  -  Our Response Yes, we
  will make an adjustment of the bill.  We
  will deduct $3,500 from the total price, to be deducted from the final payment.2)  Delivery
  of product as ordered. Our Response   We will certainly deliver the product
  to the client as soon as possible.  This
  has been our intent from the beginning, nothing has changed.3)  Communication
  as requested.     Our Response  We will continue to communicate with the
  client and answer all of their questions.  We will have our ********* representative
  contact the customer.