Customer ReviewsforThurston Kitchen & Bath

Epitome of WORST customer service. It’s been five months paid top dollar for a product that came incorrectly and no one to get ahold of that is willing to help. No resolution in sight. Sum up company in two words: Scam artists!! Run away!!

This complaint originates from the purchase of a custom made bathroom vanity delivered on May 26, 2021. The first issue is that the cabinet construction is made of High Pressure Fused Melamine particle board. The client was expecting plywood construction rather than this material. The designer / salesperson informed management that the client had asked about this upgrade at one time. This upgrade would have added an additional $900 to $1000 to the pricing, but the brief conversation regarding plywood construction did not leave the designer / salesperson with a decision from the client to move forward with plywood. In examining this issue, we look at the contract for purchase. If the client had contracted for plywood this would have been noted on the contract showing this expensive upgrade. Our company name is Discount Cabinets and Appliances, therefore we are expected to offer reduced priced cabinetry that still meets construction and approved engineering standards. The contract contains no upgrade or charge for plywood. Clients who want expensive upgrades of this type are very diligent in confirming that these are included in the cabinetry at time of purchase. No questions confirming plywood construction from the client were received at contract signing. The second issue is the lack of dovetail drawers in the cabinetry as were noted on the contract. Simple, this is our error and we have ordered new drawers from the manufacturer to correct this situation. These have been received in our warehouse and we are in contact with the client and are scheduling a qualified carpenter to come to their home to replace these at our expense. Finally, we owe the client glass inserts for doors on the cabinetry. This is arranged with our glass supplier. We plan on taking the doors from the client’s home at the installation of the new drawers having the glass installed and installing the completed doors in the home. When purchasing cabinetry it is important to note that the contract for purchase has meaning. Clients need to be reminded to carefully examine the agreement for purchase, make sure it contains all of the features, benefits and upgrades they want and ask as many questions as they need to prior to buying. As noted above, the contract contained no charge or reference to an upgrade to plywood construction, but did contain dovetail drawer construction. This necessitated the supply of dovetail drawers and their installation at our expense. Finally, in these times of supply shortages and long lead times, correction of customer care issues take more time than all parties would like. Our apologies for this market condition.

The issues raised by the client were addressed with replacement components and installation at the clients home. We apologized for our mistake in ordering the incorrect drawers for the vanity and offered an additional discount which was accepted. We view this transaction complete.