IN November we ordered cabinets through their design department by a manager who assured us if we use "American Woodmark" the cabinets would be ready before we left on a vacation for a month. We did not even like this style as much as the others but because we had to move in to this empty kitchen in five weeks we went with this company to assure a kitchen.
We also ordered all stainless steel appliances top brand to be delivered then also, before December 17th. We phoned up till December 10th and were constantly told it's still on the way. On the 12th, I was very anxious and asked for the manager we designed our cabinets with to call the manufacture then call us back. Well, new story! We were told our cabinets went on hold the day after we left Lowes with our design.
The manufacture said they faxed a hold in because this company does not make glass doors on their cabinets as our designed indicated they do. The dept. Manager apologized and said he never herd or saw the fax of a hold. What about all the other employers who told us they checked on our order and it was on the way, for the last five weeks! He again just apologized.
We told him now we have no installer and want a guarrantee when we return in a month the cabinets will be in and they will have installation set up to install them, at our cost of course. This manager even came to our house the day before our trip, two hours late, and measured himself "so our order would not get screwed up again". He assured us it was set and have a great trip!
We contacted their appliance department and explained our problem. As it turned out they said it was better this way because the oven was not in yet. We scheduled the delivery for all appliance two days after our return in a month.
While gone no messages from Lowes on our kitchen. One message upon our return only the day before from appliances-delay on stove again?
I phoned Lowes cabinet department for three days. Our original dept. Manager was off during this time. I requested to talk to another manager on the third attempt, named Rob.
He promised to find out what was going on with my cabinets and call back. He saw nothing about them or installation. Chicken little did not call me back instead a women, Lauri, called back to say a hold was placed on our cabinets on December 16th, the day we left for Europe, because this company does not make cabinets with glass doors.
I lost it with her explaining this was the same lousy excuse we heard the first week in December that the dept. Manager, Steve, had replaced our order without the glass doors. She saw nothing noted anywhere and once again the cabinets sat for another month with no one working on the order. She assured me Steve would be in tomorrow and call to explain what is going on. He never did!
I called him, of course he quickly apologized. Apparently the order was changed but some excuse about not being processed by someone else. Strange though he asked for our credit card this time to credit the glass doors back, again! He already had all this information.
Now he said he would call back by the end of the day, place a rush on this and assured us it should not take more than two weeks. I asked about installation, he said "no problem it will all be ready when the cabinets are". He asked him to call me back with a confirmation on ship date. This took two days. When he didn't call me again, I called him for a ship day.
He said the 29th of this month they should ship. I asked what about installation, His response was"did you want us to install them?". I feel like I am dealing with the three stuges here.
I reminded him that he not only came to our house himself (two hours late) to measure the cabinet area and assured us in Dec 14th everyhthing would be ready to install around the 10th of January. Now he say's he has to have installation come out to measure, Again!!! Then set a date to install.By the time this is all over we will have waited at least 3 months, if were lucky. I want them to compensate in some way.
I cannot even begin to express how pissed of I am. Of course you pay up front for this crapy service.
It gets better now! I asked to talk to appliance to find out why the day before our return home there is a message on the delay for our Jenn Air stove. I was told by Jose the manufacture was waiting for a part to finish building the stove. Another person told me a different story. He sold all order from this company in Dec. Were told it would be at least 6 weeks to get their stove.
I reminded Jose that we ordered these appliances last Nov. Not Dec and no one mentioned any problems with the manufacture then. We were told it may take another month to get our appliances.
I asked him for the rest to be shipped and ship the stove when it arrives. He offered a loaner stove until he remembered our's is a down draft and they don't have any of those to loan. A week later still no appliances since this call. I will call again today!
So here we are in an empty kitchen 2.5 months later with still no real answers of assurity and I am still doing all the follow up with them. We are so screwed because both time the kitchen dept said only two to get them, because we have been waiting. If we had only known by now we could have had a professional kitchen with custom cabinets for any other Kitchen company. They just string you along and offer no compenstion to help you through this misery.
I really wish there was a way to get help or compensation. We have only a cooler, microwave and BBQ to live off. How can a large corporation do this to people. We spent over $12,000 here and the only thing we have our the cabinet door handles!
Jennifer
Aptos, California
U.S.A.
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