Complaints

This profile includes complaints for Kraft Maid Cabinetry's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kraft Maid Cabinetry

  15535 S State Ave Middlefield, OH 44062

• 

  Kraft Maid Cabinetry

  PO Box 1055 Middlefield, OH 44062-1055

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i purchased cabinets from this company through **** ***** ***** in 2021. THey were in stalled by an independent contractor. I had a hard time from the beginning with the company. I had complained about the seams or miter of the door fronts being very visibly open. They did swap out a couple through **** ***** at first with no problem, then began to push back saying they couldn't do it anymore I was perplexed. They sent doors and each one was worse than the one I had. They sent a very argumentative rep from the company to my house, who debated every little thing with me and provided a boilerplate response that the miter was acceptable by their standards. Then more recently, about six months or so ago, last year, I had an issue with grease or oil splatters when I was frying in my kitchen. To my shock, the oil made permanent damage to my cabinets in a few areas. It was almost a bleach affect. Permanent faded streaks. I could not believe it. IT was on the side of a large pantry type cabinet that would probably be very expensive to replace, never mind the cost of the removal and replacement of such a cabinet. another cabinet had oil like splatters in a small area that just will not come off. How could this even happen? People cook. They fry sometimes. People had cabinets in their ****s for decades, some families all their lives. Cabinet should be able to be cleaned. I had no idea this finish was so delicate. If I did, maybe I would have had to avoid frying all together, not that that wouldn't have been very limiting. Cabinets should be able to withstand a little grease. I called the company. They told me to submit photos which I did. I received a response stating that this type of damage does not fall under their warranty. Of course. I knew this was going to be the response and I knew I was going to get pushback. I am not surprise but its unacceptable.

  Business Response

  Date: 01/29/2025

  Thank you for providing the pictures of the grease build-up on your KraftMaid cabinets. Our quality team has reviewed the images, and I’d like to address the situation.
  Grease build-up is a common occurrence in kitchens due to regular cooking activities. As food is prepared, tiny grease particles from oils and fats become airborne and may settle on both painted and wood surfaces. Over time, these particles, combined with dust and humidity, can penetrate the finish of your cabinetry, creating a sticky residue that may be challenging to remove.
  To prevent long-term damage, it is essential to regularly clean these areas. Please note that this type of build-up is not considered a defect in the cabinetry but rather a result of normal use. As such, grease-related damage would fall outside the scope of your KraftMaid warranty.
  If you are unable to remove the grease stains with soap and water, we recommend consulting a touch-up professional. One option is Furniture Medic (******************), who can come to your **** and provide a fair estimate for repairing the affected areas.

  Customer Answer

  Date: 02/01/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

  It is not grease build up. I explained what this was at least twice. I am not going to repeat myself. This is still a relatively new kitchen. What build up? The cabinets are still in new condition and clean. Build up occurs in very old kitchens where people are cooking on a daily basis for decades and aren't very clean. 

  The manufacturer is deliberately choosing to misinterpret the language of the complaint THis is damage. Period. I cook but I don't fry that often. I try to avoid it especially after what happened. Not that I should have to explain myself. I should be able to fry in my own kitchen.

  Not only am I not paying for this so called furniture medic to waste my time but what is he going to do? Spray paint over areas that look like it was faded out? It is impossible to repair something like that and an insult to my intelligence to even suggest it.

  
  
  
  ******* *********
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Kraftmaid cabinets for my new home in 2019. Within the last year or more the cabinets have been changing color. Cabinets and drawers have 4 or 5 different colors and shades. I also have some black knotholes of various sizes including 1 that is now an actual hole. I went to ***** first and showed him 3 pictures. They contacted the rep from the company. I was told that the lifetime warranty does not cover "natural aging of wood' and cherry wood can darken over time. ***** gave me the email to the company and explained the problem, cabinets aren't getting darker and I have cherry wood in 2 baths and the laundry room and they look fine. The email I received said the stain mellows and can yellow after time so there was no reason for them to come out to look at the cabinets. This is an issue they were obviously aware of and yet I was never told that their idea of "natural aging would result in my cabinets looking like samples of stain found in a hardware store. I picked the cabinets out directly from a picture in their catalogue and the sample in the store. There was no description of the stain or anything else to suggest the cabinet color could drastically change. I couldn't possible make an informed decision without that information or knowing what the cabinets might look like in 5 years. The cabinet fronts will have to be replaced and the cost should not come out of my pocket.

  Business Response

  Date: 01/15/2025

  Thank you for giving us the opportunity to address your concerns.
  The natural characteristics of Cherry wood can vary significantly, ranging in color from light pink to dark brown, and may include features such as knots, pinholes, sap runs, gum pockets, worm trails, and mineral streaks. These unique qualities are among the reasons Cherry wood is highly valued in the marketplace. Additionally, Cherry wood undergoes a natural aging process when exposed to light, which causes it to darken over time. As a result, the color of the wood may differ from its original appearance at the time of purchase. Each piece of Cherry wood is unique, and the characteristics of one piece may differ from another.
  It is important to note that these natural features are not considered defects; rather, they contribute to the inherent beauty of the wood. Due to the nature of the material, these characteristics cannot be altered during the manufacturing process. KraftMaid is sorry that this was not discussed at the time of purchase. 
  We sincerely apologize for any inconvenience you may have encountered, and we appreciate your understanding.
  
  

  Customer Answer

  Date: 01/23/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******* ******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased new cabinets for my kitchen
  In 2017 . They have been turning yellow snd cracking soon after they went in .i have sent many emails to the company that handles this for Kraft Maid.They have requested many pictures and I have done everything they requested. And thry say they are not responsible . I have gone to ****** where we purchased them and they refer us back to Kraft. Maid. Any support you can give me will be appreciated.

  Business Response

  Date: 05/23/2024

  Hi ********. I was able to find the pictures you sent us, and I was able to review them again with our quality team. They did confirm that there is no manufacture defect within the product from the pictures. There are some pictures showing moisture damage and the yellowing areas are around handle that you must use a lot. The yellow is caused by everyday use and the oils from your hand could cause this discoloration you are seeing. The yellow can be also show up with some cleaning chemicals. The pictures of these areas are receiving the most use and will be affected the most. This yellowing can occur without negligence, carelessness or abuse, but merely by everyday use. Yor best option is to ****************** and they will come to your home and give you a fair price to do this repair. KraftMaid will help you by providing you touch up material (finish sprays or touch up pens) if you wish to move Forword with the furniture medic option. Please contact the store for the touch up and let them know KraftMaid approved this as no charge.

  KraftMaid is sorry that we are unable to help more. 

  
  

  Customer Answer

  Date: 05/26/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******** *******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered Kraftmaid cabinets through **** *****. We ordered for our entire kitchen and all there bathrooms in our ****. We were told it would a 4-6 week wait for the cabinets by both **** ***** and Kraftmaid themselves. It took over 8 weeks. We finally get the cabinets, and we are missing the entire middle piece for our upstairs bathroom. This piece is where the sink sits so we can not improvise until this piece is sent to us. Kraftmaid is telling us it will be another 3-5 week wait when we already waited EIGHT weeks for these cabinets and they failed to make a crucial piece. This is holding up the closing on our **** because now the countertops, the sink, and the plumbing can’t be completed in this bathroom without that piece. We also had several pieces where the trim doesn’t sit right, the doors are lopsided. We paid for KraftMaid’s top of the line cabinets and spent thousands of dollars and I’m extremely disappointed in the quality and how careless they have handled their own mistakes. For the island in our kitchen, the skin piece they gave us like 3/4 inches thick and not the thinner piece that should go there. This has all been a literal nightmare. We have been living in a rental that we put notice on to be out by the end of the month but now we can’t do that because Kraftmaid missed this piece for our bathroom and it will push out our closing date.

  Business Response

  Date: 05/15/2024

  KraftMaid is sorry for the damaged cabinet, and we are working on shipping this cabinets ASAP. Right now, we are showing this cabinet delivering it to you by 6/14.

  I have sent this to our plant manager to see what can be done to speed up the assembly process and if we can ship it quicker. 

  Customer Answer

  Date: 05/15/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  A ship date of 06/14/24 is unacceptable. This needs to be sent sooner. This wasn’t a damaged cabinet, this is for a cabinet that we paid for and ordered back in March that was never made and sent to us with all the other cabinets. We need this cabinet ASAP to close on our **** on time. I’ve also attempted numerous times to speak to a manager, both logistics and customer care have refused to transfer me to a manager. If we wait until mid June for this cabinet we will have waited almost 14 weeks for all the cabinets we ordered and paid for. That is  unacceptable when you received the money for the cabinet and failed to make it. 
  
  
  
  Regards,
  
  
  
  ******* *******
  
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 05/15/2024

  I understand and KraftMaid is working on improving this date. We have to build it and finish as this is not a stock item. I am sorry but I am not able to confirm a better date until the cabinet is ready to ship.  

  Customer Answer

  Date: 05/15/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  The cabinet should have already been made in the order submitted back in March. I will reject this response until I am given a better date of when this will ship. This is holding up the plumbing and countertops of this bathroom, those things cannot be done for  until this piece is received. Having waited almost nine weeks for the cabinets to delivered and then you all not making a piece that is crucial to finishing the **** has created a lot of stress and anxiety. I will accept the response once I am given a better ship date. 
  
  
  
  Regards,
  
  
  
  ******* *******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:04/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased KraftMaid cabinets from Home Depot store #**** on 11/12/2023.
  The total price for the cabinets and countertops is $26,182.49 which I paired in full on 11/12/2023.
  
  The cabinets were delivered 12/19/2023. I cleared a space in my by garage (removed my vehicle) to store and inspect the cabinets. I completed inspection of the cabinets within 7 days and sent a reply to HD, per the instructions on my paperwork and the design consultant. HD brought in Dan *******, the KM HD Representative and Mr. ******* and Mike, a HD Assistant Store Manager. Both came to my home and inspected the cabinets and determined what pieces had to be reordered and which could be fixed by the furniture medic. During this inspection I told both of them I wanted the cabinets to pass inspection before I would install them, I wanted the furniture medic and replacement pieces received bc I could not be without a kitchen for an extended period of time. The damage to the cabinets which caused them to fail inspection consisted of dents to doors and frames, crack in a frame, paint rubbed off in corners, unevenly applied paint, hard bumps on the surface, and a pull out glide not being square. I received replacements which also had the same issue as the original order and more replacements were ordered that have the same issues. Mr. ******* told me via email on 3/29/2024 KM will not fix the cabinets until after I install them. I refuse to install cabinets that have not passed inspection and requested KM to fix prior to install or to take the cabinets back and issue a full refund. KM nor HD are returning emails or calls. The lack of quality control and shipping methods results in the delivery of consistently poor quality cabinets. The cabinet sample shown to me at HD when I made the purchase did not have any of the defects the cabinets I received have. I’m not satisfied with the cabinets nor KM or HD customer service.

  Business Response

  Date: 04/02/2024

  The replacement parts should be reordered. The reason for the furniture medic to do the work after everything is installed is because your installer could damage the cabinets when they do the installation. Then this becomes an issue, and we have to send the medic out again because of the installer damage. This way everything is now complete, and we only inconvenience you one time instead of doing this work twice. If you are requesting a full refund this would be something you would need to discuss with the dealer and return the kitchen to them. 

  Customer Answer

  Date: 04/02/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  The cabinets have yet to pass inspection. KM has delivered 2 orders of replacements with consistent defects. I will not install the cabinets until they pass inspection and if KM refuses to correct the cabinets before install KM can pick up the cabinets and refund my the cost of the cabinets  

  
  
  
  Regards,
  
  
  
  ***** ******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:03/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The cabinets are chipping and peeling. The cabinets look horrific as if they are over 20 years old. They are less than a year old.

  Business Response

  Date: 03/06/2024

  Hi ********

  I was able to find the conversation you had with our care rep, The pictures you have attached are showing dents, scratches and moisture damage from use. The Kraftmaid quality team is not seeing any manufacturing defects within the pictures. The store should have told you that paint sits on top of the wood and any damage to the paint needs to be repaired right away or moisture will get under the paint and lift it. I also see that the care rep did go outside the warranty policy by offering you some replacements. Kraftmaid is helping with the product, but the install of the new item would be something the store or you can hire a professional installer to help you. I am sorry but there is no defect with the product so the request for a full kitchen refund is not something can help you with; Kraftmaid owns the cabinets, and the money request would need to go back to the store where you bought the cabinets from. Please reach out the care rep if you wish to get some replacements.  

  Customer Answer

  Date: 03/06/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The cabinets are
  peeling and chipping to no fault of ours or moisture. The cabinets are chipping and peeling away. Some of the cabinets that are chipping and peeling
  is no where near the sink or any moisture. Moisture is not causing this issue. These cabinets are less then 1 year old. 

  
  
  
  
  Regards,
  
  
  
  ******** *************
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:02/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two replacement hinges on the KraftMaid cabinet website (Order # ********* (aka ******) at cost of $33 for 2 hinges+$10 shipping+$1.98tax=$44.98 total.) The cabinet was originally received damaged from Kraftmaid. They shipped a new door but we had misplaced the original hinges so ordered them from the Kraftmaid website. I was able to match hinges to the ones that came on cabinets via the photo of the part as depicted in the image for the part on the Kraftmaid website. The photo and description of the part ****** was a match to hinges that came on the original Kraftmaid cabinets. The parts and shipping were expensive considering only two hinges and the order was fulfilled by ************. I am assuming Kraftmaid using ************ for this type of parts service. The hinges I received do not at all match the ones as depicted on the image of the part I ordered. They are of lesser quality and do not have ability to adjusted position of door via little adjustment screws to the extent of quality of one that showed in part image when I ordered and to extent of existing hinges that came with the cabinets. However, ************/Kraftmaid will not honor a full refund of product and shipping costs even though they did not send part as shown to me online when ordered. This seems totally unfair and I am now stuck with the shipping costs for a part I wouldn’t have ordered in the first place if Kraftmaid represented the true part image online when ordered. I discussed with ************ Customer Service via email (and included photos of the part image on the Kraftmaid website & the actual part received) and they just will not honor the full refund with shipping even though the part was misrepresented on behalf of Kraftmaid and ************. I am disgusted and feel helpless as a consumer stuck with overly expensive hinges of lesser value and feel taken advantage of and would like $44.98 returned to me plus free shipping to return parts to them. (See 3 photos)

  Business Response

  Date: 02/02/2024

  KraftMaid is sorry this happened. We will look into some option to help resolve this issue. 

  Customer Answer

  Date: 02/05/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Kraftmaid has not provided a resolution.  I would have never ordered two hinges for the price I paid if the hinges did not appear to be a match to what was originally on the cabinet and I should not be out any of the full amount I paid, including shipping and tax.  I would like to understand the resolution and have it acted upon by Kraftmaid ASAP.  Thank you.
  
  
  
  Regards,
  
  
  
  ***** *******
  
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 02/07/2024

  Hi 

  This order has been credited back to your credit card. 

  Thanks 

  Customer Answer

  Date: 02/07/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint quite yet.   I do not see a reimbursement on my credit card yet, but once we do, then we can agree to close this complaint. Thank you so much for helping us resolve this issue. 
  
  
  
  Regards,
  
  
  
  ***** *******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 20. 2023 I paid **** ***** ******* $31,355.49 for cabinets. I also paid ****** ************ $8,000 to install them. One tall cabinet door was damaged... i have a pboto...it has been reordered twice... they were damaged too... meanwhile I have a large opening where the door should be...I have been told numerous times ( I do have a log) that it has been reordered or shipped... my patience is running thin. I need someone who can arrange to have this order/I stall completed. Ten months is now u acceptable.
  Thanks

  Business Response

  Date: 01/24/2024

  I am sorry for the delay. The last replacement order looks to have delivered to you on Monday January 22. Hopefully this is the case. 

  UPS tracking number is - ******************. Please let the store know if you have any other questions or items, you still need. 

• Initial Complaint

  Date:01/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered top and bottom cabinets in late August and they were delivered late September. There were multiple damaged from cracked styluses to paint chipping and dents. So they reorder the damaged ones and the second shipment came in not until November even though replacement cabinets are supposedly pushed to the front of the line. It took longer to get the replacements than the originals. The second shipment comes in with damaged ones. Same issues from cracks to poor paint job. 6 weeks later the third shipment comes in, again with damaged ones. The damages are progressively getting worse actually and they claimed these would be going through multiple inspections which was also their reasoning why it took much longer. Now there are two cabinets that kept coming in damaged that have held up finishing the kitchen (trim, crown molding, backsplash). Those replacements, on shipment 4, arrived today...damaged worse than any others. You can actually see putty where they just stuck it over chipped paint without even trying to blend it on the front of the doors. It's been 5 months I haven't had a complete kitchen, with dishes piled in another room, my garage a mess and many other issues. Kraftmaid has done nothing but make up excuses and apologize.

  Business Response

  Date: 01/22/2024

  KraftMaid is sorry that these cabinets keep coming damaged. This is not what we want to happen.

  The request for compensation is not something we can help you with as you bought this through a dealer, and they would have to address the issue of any compensation offer. KraftMaid owns the cabinetry, and we will send this to our sales rep to work with the store on getting you a new order of replacements. We will also be sending this to our plants quality team to review and make improvement to our processes. 

  Customer Answer

  Date: 01/24/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  “Sorry for the delays” doesn’t fix any problem. 
  
  Regards,
  
  
  
  ******* *******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have ongoing quality issues with my kitchen cabinets. They were purchased in 2020 from ****** **** ******** **** **** ******* ******** ********* ** *****. I was told that this one of the highest quality products turned out to be completely false. I had a lot of missing, incorrect and defective parts received initially. The issue continues and I had to replace toe kicks using extra material previously provided once already. They have deteriorated again in just a few months. I am the only person using the kitchen very slightly on a part-time basis less than 10% of the time. This issue is strictly due to the very low quality of materials. I request full replacement of defective parts both material and labor and 50% refund ($6000) of the amount I have paid. I was promissed that this kitchen will last 20+ years but due to such low quality of this product, I will need to replace it much sooner. Purchase receipt and pictures of damages attached. I made many attempts to get help from both ***** and Kraft Maid contacting both by phone, email and in-person with no result.

  Business Response

  Date: 01/11/2024

  KraftMaid has reviewed our system, and we are not finding ongoing quality issues with your kitchen cabinets, The ***** store and KraftMaid have provided you all the items needed to complete your kitchen when you purchased it. The KraftMaid quality team has reviewed the attached pictures and found no manufacture defects with the product. The pictures are showing peeling from moisture from mopping. This is caused by moisture sitting or getting under the cabinetry from everyday use. These areas can be repaired with a touchup pen, or you can hire a touch up person to do the work. If you want to hire a touch up person KraftMaid recommends "**************.com" and they will come to your home and give you a fair bid to do the repair.

  Please work with the ***** store if you would like to order a free touch up kit and a free Toe Kick board to repair the damaged areas. KraftMaid is not able to address the request for a refund of 50%-$6,000.00 as this would be a ***** store question.