Business ProfileforSignature Cabinetry, Inc.

We ordered Cabinets on 11/1/2023. It took 14 weeks to get our cabinets, not the 7 or 8 weeks we were told. We are still waiting on 3 doors to be replaced due to issues with cracks. Also, one cabinet was delivered totally broken and could not be used. We had to move forward without this cabinet so we could finish the job. We asked for a refund, and they have not issued it and we have asked for 2 weeks to tell us when it would be issued. The communication is poor from Signature on issues and never a sense of urgency. No follow up. They sold us Quality Cabinets and the quality is not what we expected. Hardware is cheapest you can buy. Another issue is we asked to change knobs we ordered and was told I could not do it. After contacting the company, they ordered them from, I was able to do get them changed. They do not want to work for you and get what you want in a timely manner. They do not follow up with you and be sure you are satisfied. This experience is the worst customer service I have experience doing our kitchen remodel. Home Depot, the floor company, our general contractor, and painter have been outstanding. I would never do business with this company again.

In response to your review, I would first like to thank you for your business, and for your patience with the factory delays you experienced with your order.  Having been in business for over 30 years, we know how frustrating that can be for homeowners.

When ordering cabinetry from any of our suppliers, we base the arrival date on the current lead times provided by the manufacturer.  At the time of your order, the lead time was 6-8 weeks.  The factory did experience delays over the holidays, and the order arrived in just over 9 weeks. Unfortunately, 4 cabinets and a panel were backordered.  Backorders from any vendor are always a possibility, therefore we specifically explain in each proposal that we cannot be responsible for those delays.  You signed off on that proposal.  Regarding the knobs:  We ordered the hardware that you selected, and you changed your mind.  We do not take returns (which is also stated in the proposal that you signed) based on the fact that we are unable to return items to the supplier after a certain time period has lapsed.  You did not mention in your complaint that we did, in fact, take this return and absorbed the cost.

You also mentioned that one of the cabinets arrived damaged and you had to proceed without it.  You did not mention that you had tried to cancel this particular cabinet two weeks after it had been ordered, because you decided you no longer wanted it (it was a lazy susan cabinet).  We cannot cancel orders that are already in production.  When the lazy susan arrived damaged, we told you that we would re-order it - but you insisted on a refund.  Our representative for this cabinet line was able to get approval to refund this cabinet - which you were notified of on Monday.

You failed to mention in your complaint that Signature also discounted your order weeks ago, because we knew how frustrated you were with the backorders.

Regarding our failure to communicate:  We have email records from the beginning of your project up to today, which show timely responses to every one of your inquiries.  We have taken every phone call and spoken with you and your wife each time you have visited our showroom.  Quality's representative has also corresponded with you.  To claim there was "no follow up" is simply untrue.  We were not always able to tell you what you wanted to hear, but you have been kept informed throughout the entire process.

We are upset that your experience with us was not a good one.  We do feel that we handled the issues caused by the factory the very best we could.  That being said, the manufacturer is a very good company that we have been working with for over 20 years.  The issues you experienced are not standard practice for them.  We truly wish that your project had gone more smoothly,, and apologize for the inconveniences that you had.