Home Improvement Center

Review: We went to Home Improvement Center in Butler for our kitchen remodel. We worked with [redacted], who seemed very helpful, at first. Cabinets were ordered and came rather quickly, however there were over a dozen things wrong with the product we received. One of which was our sink base. We paid extra for ply[redacted] sides, and instead received particle board. Rather than delay the process, we advised [redacted] that we would keep the sink base, for which we were to receive the appropriate credit back. Also, we paid extra for dove-tailed, full extension, soft-close drawers. Only ONE out of our 5 drawers came as ordered. We were told this was a mistake by one of his office staff, but no inconvenience credit was even mentioned, even though it was a lot of additional work to install them once they arrived. Our pantry door has been ordered over three times. The last one we received, has a foot long splintered crack on the interior side of the door. We have contacted Mr. [redacted] multiple times, and have yet to have a response from him in now almost two weeks! It is now September, our project began in April, and we still do not have the credit for the sink, we still do not have the correct pantry door, and we have not been offered any inconvenience discounts or even apologies for any of their many mistakes and poor customer service.Desired Settlement: We would like to be compensated for the product we have received in error (sink base). We would also like to have our pantry door replaced with a DEFECT FREE product. We would also appreciate a credit for all of the issues we've experienced with the company in the last several months.

Business

Response:

I am responding to complaint #[redacted]. [redacted] and [redacted] chose Merillat brand cabinets which take 10 business days to get in.! am not sure what complications were going on in the [redacted]'s personal lives, but the cabinets did arrive in 10 business days to our Store and were not picked up by the [redacted]s until a couple of months later. This complicated their situation because when they finally picked up their cabinets a significant amount of time had gone by until they discovered that there was a problem with their cabinets. We made a list of the manufacture defects as wet) as the errors that a new employee made in the ordering process. The pantry door was the most frustrating component. The pantry cabinet had to be ordered 4 times from the manufacturer before we could get one without defects. However, this was resolved prior to us receiving your letter. Also, compensation for the sink base that did not have all ply[redacted] construction was mailed to the customer prior to receiving the complaint fetter from you as well.

In conclusion, I would like to say that no company wants to have their customers upset. Far 35 years we have held to a high standard of customer service. Again, I am pleased to say that the items in the complaint were resolved prior to receiving your letter.