Suburban Kitchens

Review: I am the original owner of a [redacted] at [redacted], [redacted] that we purchased in 2008 and for several years now I have been trying to purchase replacement hardware for some of the cabinets in our kitchen. Suburban Kitchens is the original installer of the cabinets and I have been talking with them via e-mail and over the phone trying to either purchase or have them replaced under warranty the drawer slides that have broken. I have been dealing with [redacted] since early 2013 and have been told, either they don't have them, or they no longer make them, etc. Each time he has promised to resolve the problem and so far I still have broken drawers. I sent him picture a few months ago in order to clarify what I needed.

My e-mail from Dec 21, 3013

[redacted],

I have contacted Suburban Hardware numerous times (5+) over the past year regarding replacement plastic slide holders like the one in the picture and I get the same story every time. We don't have them or they're out of stock and we will contact you when they are in. It's been over a year and I am tired of waiting to fix my broken drawers. I have your e-mail address from previous conversations so unfortunately you're going to get the brunt of my displeasure with Cabinet Hardware. I am the original owner ([redacted]) of a [redacted] at [redacted], [redacted] and I would like to have ALL my cabinet drawers work in my home. The one in the picture broke after 1 year and I have several that are either broken or barely working.

This is the reply from Dec 23rd, 2013.

**. [redacted],

I’m really sorry about this getting out of control. Thank you for the attached picture. From what I can see this plastic clips are no longer available or cover by the warranty since this goes back about 5 or 6 years old. I have sent this very same picture to our manufacture engineer to see if there is any possibility to get same kind of clips need it for the repairs. Since the manufacture always upgrade the components and accessories for the cabinets, it will be nice if you could send me a picture of the tracks and a picture of the bottom of the drawer box, to look into other options to repair your drawers, I will greatly appreciated.

and Jan 13th 2014. : **. [redacted],

I’m sorry for the delay to respond your question regarding you plastic shelf clips. Unfortunately the engineering department from our manufacture has not responded I would give them a call today again. What I would suggest is for you to replace the complete set of guides to match everything to the upgraded tracks system but again that will be much expensive. Give me till the end of the day to see If I can get an answer for you.

Warranty/ Service Department.

Suburban Kitchens

4390-A Henninger Ct.

Chantilly VA, 20151

Office..###-###-#### Ext# 320

Fax......###-###-####

Email...[redacted]Desired Settlement: The only thing I want are replacement slides for my cabinet drawers so all my cabinets work. I will pay for them, take them under warranty, barter for them, make payments, etc, etc,etc. I don't care how I get them I just want my cabinets to work. I've tried to order replacements from cabinet site online, at hardware stores, but nothing seems to fit these particular drawer slides.

Business

Response:

he product the complainant is referring to was installed by Suburban Kitchens on 10/03/2007.

The product the complainant is referring to are well beyond the warranty period.

Our installation warranty on the products the complainant is referring to is for 1 year, we will honor the warranty on such items for a few additional months in recognition that the [redacted] is not immediately sold.

The manufacturer warranty on the items the complainant is referring is for 2 years, we have no control over the manufacturer honoring the warranty for a longer period. Nor do we have control over how long after the warranty is expired the manufacturer continues to stock the product.

As the manufacturer has since changed their products we were told by the manufacturer that the items the complainant is asking for were no longer available. We made a request to the manufacturer’s engineering department to see if they had another product that would work and were told that they did not have another product that would work.

We made another request today to the manufacturer and were told they found some of the product in a warehouse and will ship what quantity they have to us. Once it is received we will send whatever quantity we receive to the complainant, a signature will be required for the delivery. We will not charge the complainant any amount for the product.

Controller

Suburban Kitchens

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