ComplaintsforKitchen Craft Cabinets

• Initial Complaint

  03/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  In Dec 2022 we ordered cabinet doors. Expected delivery was 6-8 weeks due to Christmas season. During the final week of January I reached out to kitchen craft for updated delivery date. I was told there was no confirmed dates yet. Mid February was informed that the order would take another 6 weeks. surprisingly this is when I was also informed that only half order would be delivered mid March as both were not submitted when ordered. I reached out to the sales representative again to express my disappointment as we have a budget for the property renovation and considering the lengthy delays, we were over budget and loosing money. We inquired about cancelling the order for a refund or compensation for the delays in the form of a discount, we were informed both were not options. We have been forced to wait in limbo for the products to arrive. It came to my attention that *****, did not order the products on time because he forgot. Both the store manager and ***** have tried to cover this fact up. On March 10, half of the order was delivered. On March 13 & 14, technician in to install the cabinet doors. The technician, us and the sales representative quickly realized the doors were not the proper size and the order was incomplete and incorrect. several doors were too small and/or had gaps that were too wide. Per kitchen craft all the inaccuracies would be replaced and covered under warranty. However, it would be several more weeks before the product arrives. Another concerning point is that the second order will likely have the same issues as it was the same person who did the measurements. As of today, March 29, we are still waiting on the second order. *****, the sales representative, had informed me weeks ago that the order of expected this week with installation of the product on April 4th. I have emailed to confirm the dates since I have not heard back from the company, no response. I phoned today to confirm said dates, no one is able to confirm.

  Business response

  03/31/2023

  Dear BBB,
  
  Thank you for contacting us regarding Case #********.  We will research and reach out to the consumer directly by Friday, April 7th to work towards a resolution.  Please let us know if you have any questions.

  
  Kind Regards,
  
  Consumer Affairs
  MasterBrand Cabinets LLC

  Customer response

  04/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I have responded to the email I received from Kitchen Craft. Still awaiting accountability for the inconveniences we experienced. 
  
  Sincerely,
  
  ******* *******

  Business response

  05/03/2023

  We are continuing to work directly with Ms. ******* to resolve her concerns. 

  Customer response

  05/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will continue to communicate with Kitchen Craft directly. Thanks for the help. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  11/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Kitchen Craft cabinets on 12/13/17. The cabinets were installed in the spring of 2014. I paid $38,000 for the cabinets. I have contacted Kitchen Craft on multiple occasions, via email and through the website. I have also reached out to multiple Kitchen Craft dealers, ProSource, and no one will help me. My cabinets have a 10 year warranty. The cabinets have discolored and the the glaze has chipped off. I cannot get anyone from Kitchen Craft to respond to me and I have been trying to contact them since April 2021.

  Business response

  12/10/2021

  Business Response Dear BBB, Thank you for the opportunity to respond to the consumer regarding her complaint. We apologize that she has been unable to get in contact with anyone to assist her. Our sales representative in her area will be contacting her directly to assist her with her warranty requests. If we can be of further assistance please let us know. Sincerely, Consumer Affairs MasterBrand Cabinets, Inc.

• Initial Complaint

  09/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing with a concern regarding Kitchen Craft Canada. I submitted the order at the end of April, and was told they would arrive between August 2-6th. I have since received 4 notifications that various components of the order has been backordered. My order was submitted through Home Hardware in ***** *******. The sales associate contacted Kitchen Craft on several occasions to explain that these changes in delivery are impacting my ability to book a contractor for installation. The latest delivery date provided was next week, and the commitment was to ship the final cabinets. However, I was alerted on Sept 24 that 2 cabinets in the island were backordered. This means that I will have to cancel both my Quartz installation and my contractor (cabinet installer), which come at an incredible inconvenience and will further delay the overall completion of the work. It was originally scheduled to conclude the middle of August. Two cabinets arrived broken and had to be replaced.

  Business response

  12/02/2021

  Business Response The remainder of the product for this customer's order was shipped October 7th, 2021. If there is any further action that is required, please advise. Thank you kindly, ***** ***** Marketing Manager - Dealer Sales & Corporate Stores Email: ******@masterbrand.com Office: XXX-XXX-XXXX **** *********** ***** ************ MB *** ***

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩