Bath & Kitchen Town Inc

Review: In February of 2012 [redacted] - a showroom manager and cabinet installer at the Bath and Kitchen town finished installation of the cabinets and shelves in a small bonus room in my house( I will call it a music room since it has a piano in it). Music room cabinets were also ordered through Bath and Kitchen town and [redacted] did the ordering. The cabinets and all the parts pertaining to them came from Italy. However, he was short of couple of tow kicks. Tow kick is a recess at the bottom of a base cabinet. Or in other words it's a piece of a board that closes the gap between the cabinet and the floor. The tow kicks on my cabinets were suppose to match the cabinets exactly. (material, design, pattern)

Since he forgot to order 2 of them he installed different tow kicks just to close the gap, but the pattern on them did not match the pattern on my cabinets. At the time he had promised me that he will order the right tow kicks from Italy and as soon as they arrive he will install them. I believed him and remitted payment for cabinets and installation in full.

In a few months after numerous attempts to contact him I finally got him on the phone( I think it was May 2012.) He told me that for some reason tow kicks in question did not come in with the container from Italy, but they will definitely be include with the next shipment. I was promised to get them in October of 2013(I agreed to wait as long as I get them). Today is 02/01/2014 and I still don't have my tow kicks and no word from [redacted]. This constitutes breach of contract on his part or part of the business.

I have given him every opportunity to contact me and resolve this issue, but he has not done so. I remember at least 4 times in the past 2 mo and 11 days that I have tried to contact him.

1. I called his office right before Thanksgiving of 2013 and left a message with his secretary -[redacted]. He([redacted]) was ware of the situation since it was not the first time I called the office and each time I called I did not get beyond [redacted]. This time (just like the time before) the secretary told me that [redacted] is ware of the situation and he will definitely give [redacted] my message again and [redacted] will definitely contact me this time to resolve the problem. I waited-nobody called me.

2. About 40 days ago or so I left a message on Mr. [redacted] cell phone asking him to stop ignoring me and give me a call back. Again - no response.

3. I also called his office on 01/11/2014 and spoke to [redacted] about the tow kicks problem again. He said again that all he can do is to let [redacted] know that I have called.

4. Finally I wrote [redacted] a letter and sent it via Email and certified mail. The letter is similar to this complaint.In the letter I also warned him that if he does not contact me within a few days I will complain to Revdex.com and as a final resort will pursue him and the business legally.

Also when I spoke to [redacted](the secretary) I asked him who else can I contact, but he said that Mr. [redacted] is the boss and he is probably part owner of the business. There is another owner -[redacted]. But I have been told by [redacted] that she comes to the store maybe once a week and I was not given her contact information.

So ,in short , [redacted] is the contact guy. And I have been more than patient with him. His behavior definitely constitutes breach of contract, and if he values reputation of the business and his own reputation, he must fix this problem!! I am very disappointed. Not only I ordered Music room cabinets from this business in the amount of $5,686. in 2012, but in 2010 I had ordered my kitchen cabinets from Bath and Kitchen town in the amount of $20,000. And to think that a returning customer would be mistreated in this way ???!!! I am just angry and outraged. This behavior is unethical and illegal.

Please, let Mr. [redacted] know about my complaint and my frustration with him.Desired Settlement: I want my 2 tow kicks to be installed within a month by Bath and kitchen town

Business

Response:

After cabinets was installed in the music

room. I resaved a phone call about the tow kick color.Customer explained she do not like a

silver one and like to have a brown.He designer explained to me she ordered brown

one. Than I told customer we will order correct one and I install her brown tow

kick with the same color like a cabinets.Than I send complain to manufacture in <st1:country-region w:st="on"><st1:place w:st="on">Italy</st1:country-region> and asked

them for a new and correct one. In 3

month we got a new tow kick in silver color. We pleased new complain and resaved

same silver color. At this point I pull out the contract and discover: 1. In contract

the tow kick has to be a silver not a brown. 2. The manufacture even(Home

cucine ) do not have brown one. I explained to customer, she sad you promised

to put brown one.Because I promise, we ordered the brown

tow kick from different manufacture (Astra) for our expense.I am apologizing for communication problems,

but I was out store for a long time and my personal cell phone do not work properly

at Scripps Ranch.I resaved a regular mail (not certified) and

in two days complain to Revdex.com.After several calls to customer.In three days the new brown tow kick was installing

and customer explains she was totally satisfied. If you need I can send you a copy of the

paperwork.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. The tow kicks in questions were installed in 1 week after I submitted my complain to Revdex.com. Unfortunately it took about 1.5years longer than promised and the complain to Revdex.com to finish the job. The excuse that this person had been out of the office for a long time and , therefore, did not get my messages is not valid. [redacted] is ultimately responsible for running his business and responding to his customers requests no matter where he is. But at least the job is complete now.

Regards,

Review: On October 16, 2013 I ordered custom-made cabinets to complement a kitchen I had just purchased from Bath & Kitchen Town. [redacted] was my contact during the entire transaction. He came to my home and took the measurements for the cabinets to be ordered. We agreed on color, material and hardware for the cabinets and he selected a manufacturer in Italy to make them.

Since December 2013, Mr. [redacted] has been less than forthcoming about when I would receive my cabinets citing all sorts of excuses about the Italian manufacturer's inability to communicate with him properly. Mr. [redacted] had told me that I would be receiving my cabinets in December by end of the year. When it did not happen he promised that the cabinets will be delivered on the last week of February. After he failed to have my cabinets delivered, he told me in February that he was making arrangements with the Italian manufacturer to have them air-freighted to San Diego and that I would be receiving them by April 15, 2014. He apologized for the "wrong doings" of the foreign manufacturer and insisted that the situation of out of his control. I reminded him that I signed the contract with his company and not with the Italian manufacturer and that he has a responsibility towards me and that the contract clearly stipulates that the "goods are to be tendered and made available within four months from date of this order".

During the phone conversation I also asked Mr. [redacted] to provide me with the phone number and the contact person at the manufacturing company in Italy because I speak Italian and may be able to shed some light in this situation. He said that he would e-mail that to me but only sent me the address of the company and no other information.

After that phone conversation, Mr. [redacted] was to update me as of when the cabinets would be leaving Italy. After not hearing from him again for about 2 weeks I contacted his office and had to leave countless messages through his assistant. None of them would be returned. When I was finally able to get a hold of him, Mr. [redacted] acted very irritated about my persistence in being updated. He reiterated that I would have my cabinets by April 15.

Since then Mr. [redacted] has not returned a single message I have left him through his assistant [redacted]. My cabinets never made it to San Diego. Below is the e-mail I received from Mr. [redacted] and further down my response to it.

Basically in the beginning of the message he states that my cabinets were completed 7 days ago after telling me for months that the company had already made them.

From: Bath and Kitchen Town Inc. [mailto:[email protected]]

Sent: Tuesday, April 15, 2014 10:52 PM

To: K. [redacted]

Subject: Re: Appl.

Dear [redacted],

I am glad to let you know that the production of your cabinets was completed seven days ago and they are now ready to be shipped.

Additional changes were made to your order, after the cabinets were ordered. To explain further, after signing the last contract with you, we sent the order, and the factory ordered the necessary elements for productions of the cabinets. Manufacture had to stop production because there were changes being made to the project. In particular, we are talking about the custom size of the column.

Extra charge is: $1,219.52

Extra Aluminum plinth is: $130,00

In Decemeber all factories go on vacation, which also delayed the entire process and after multiple discussions the order was finalized. The production of the kitchen started only in March. We thought they were going to start earlier, we asked them multiple times to rush the project, but unfortunately it was out of our hands.

All questions about the extra packaging (in a case of a delivery by plane-there needs to be an additional packaging) are solved and the product is ready to be shipped.

At this point, we have three options for the shipment:

#1 By Air. Approximately 1 week for freight and 1-1.5 weeks for custom.

Extra charges: $3,000.00

#2 Co loaded. 1.5 month and 1-1.5 weeks for custom. Extra charge $600.00- $900 for delivery from LA

#3 In our container 2-3 month.-because it will come with our other (In this case, we are willing to spend extra of our own money and offer some appliance for your kitchen or offer an additional discount of the final price.

We want to peacefully and respectfully talk about any solution to working together and solving this situation.

Please let me know what your think.

Warm regards,

Bath and Kitchen Town

9265 Activity Rd. Suite 105

San Diego, CA 92126

t.858 549 9700

f.858 408 2911

www.kitchentown.com

[redacted]i,

I am glad to read that my long-awaited cabinets are finally ready for shipment. Although I’d like to remind you that one month ago during a phone conversation you told me exactly the same thing and you even made me believe that you were making arrangements to have them air-freighted to San Diego so that I would receive them by April 15, the delivery date you promised after numerous failed delivery promises such as December 2013, and then February 2014.

For the record, I only signed one contract with you on October 16, 2013 for the manufacturing of my custom kitchen cabinets. You came to my house to take the measurements for the cabinets to be made and after that I never received any confirmation from you that my order had been approved. Once you sent me the drawing that included all the components of my kitchen I realized that your measurements of the silver pantry were off by a little over one inch. I contacted you numerous times and left numerous messages with your assistant [redacted] urging you to come to my home to double-check the measurements. It’s only after insisting for over 3 weeks that you finally and reluctantly came over to my home to notice the discrepancy.

.

At that time you never mentioned to me that there would be any additional charges attached to that change since the order of my cabinets had not been placed (i.e. you never notified me that you received confirmation from Astra that my custom-made cabinets had been approved). The contract that I signed with you does not reflect any modification or change where I agree to any additional charges.

Could you please clarify what you are referring to when talking about “custom size of the column”? I did not order any column.

To answer your options about shipment, all I have to say is that one month ago you told me that you were making arrangements with Astra to have the cabinets air-freighted to me for delivery to my home by April 15, 2014. My understanding of this message is that you are now asking me to pay you an additional $3,000 in order to receive my cabinets within the next two and a half weeks. This is outrageous! Not only have you given me the run around for months, avoided/ ignored my calls and inquiries about the status of my order, provided me with one excuse after another each time you consented to talk to me, but also made me believe that my order was on its way since early December 2013.

I should not be held responsible for any issues that arose between you and Astra, the manufacturer you selected.

Now, your duty is to get my cabinets in my home by the first week of May. If you want to “peacefully” resolve this issue I recommend you do the right thing by absorbing the cost of the shipment since I am not the creator of this unbearable situation. I am not interested in extra discounts, your contract promised to make the cabinets available to me within four months of the order. You are long passed that date.

It is time for Bath & Kitchen Town to do the right thing by me and have the goods delivered to my home within the next two and a half weeks.

Sincerely,

[redacted]llart

P.S. I have left you numerous messages in regards to the following that pertain to the Pedini kitchen I purchased from you:

- Provide the 4 missing screws that hold the glass of the island (you removed one screw 2 months ago and I never heard back from you again)

- Provide the stainless steel utensil tray ( I returned to you the wooden tray with your promise that you would exchange it with a stainless one 3 months ago)

- Provide the two pairs of hinges for the two Pedini glass cabinets that came damaged

- Provide the aluminum plinth for the island toe-kick ( I will pay the extra $130)

- Return the Pedini cherry wood island counter top that I asked you to hold on to until I found a use for it ( I made that request to you 2 months ago)Desired Settlement: As you can read in my response to Mr. [redacted], all I want is for my cabinets to be air-freighted to my home at his own expense. He took a 50% deposit of $ 8,907 on October 16, 2013. This is a lot of money and an unreasonably long wait for me.

Business

Response:

To whom it may concern,

We are responding to a letter from you about the complaint you received about our company. We missed your first letter and were surprised to notice a second letter from you when we have worked everything out with this particular client and did not know she sent you a letter. She must have sent you the letter before she came to us and we came to an agreement that she was happy with. We have signed paperwork as proof. In that resolution contract we promised to ship cabinets by July 1st, but it will actually be finished even sooner.

we are in contact with our customer and she seems satisfied with our compromise that fits both parties.

Thank you