Kitchen Cabinet Depot DIY Remodeling Stores
- Kitchen Cabinet Depot DIY Remodeling Stores
- Main Office, CO 80013 | View Map
- (866) 272-3176
- America's favorite DIY kitchen remodeling store since 1977. Everything you need for your home improvement cabinetry project. Award winning quality and service.
Very Disappointed in 9-Week Wait to Correct Cabinet Issue
First, I must say that I am very pleased with the quality of the cabinets. But working with Kitchen Cabinet Depot on an issue with one of the cabinets was the worst customer service experience I've ever had.
One of the cabinets in my order had a defective side panel. I reached out on 12/28, and through a few emails sent pictures of the defective side panel. When asked if I thought it was the left side panel that needed to be replaced, I included the physical description via email, "If this cabinet's drawers were to be facing away from me, this panel is on the left side." On 1/8 the request for the side panel was made I was told the panel was expected to ship within three business days.
I didn't receive the replacement until 1/30, and it wasn't the correct side panel. I reached out again, and Crystal said, "The left/right position is determined from looking at the cabinet face as it is up against a wall. It is not determined from looking away from the cabinet."
The word "miscommunication" was used several times during our correspondence, but there was no miscommunication on my part. I sent pictures of the defective side panel and a written description, the exact information that was needed, and she incorrectly determined which side panel was defective.
I attempted to call to discuss this on the phone on 2/1 because I was not receiving support via email to have this corrected in a timely manner, and received a response from Crystal via email that said, "I got your phone message, but there is no need to talk about this on the phone."
She went on to say, "I have the correct information from you now".
Not only is it not up to her to decide whether or not to answer a customer's call, but it was also an extremely passive aggressive way to suggest that I never sent the correct information in the first place.
She went on to say, "You approved the request for a Left side panel and it was submitted to the warehouse on 1/8." As a company that has been in business for over 40 years, why would they depend on a consumer to decide how they determine the difference between a right and left side panel?
We were then reassured by Ray that the replacement panel was being sent free of charge. Are you kidding me? Why would we ever even consider paying for shipping on a side panel that you sent in error? I should receive a refund on my order for how this situation has been mishandled.
By the time I received the correct side panel, it was a full nine weeks after I originally reached out to request a replacement. I am now nine weeks behind my kitchen remodel, because Kitchen Cabinet Depot made two mistakes, and there was absolutely no urgency in correcting the issue.
They have lost a future customer in me, and I hope that the least this review can do is warn you of the horrible experience you will face if you need any type of customer service support.