Complaints

This profile includes complaints for Plain 'N Fancy Kitchens, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Plain 'N Fancy Kitchens, Inc. has 3 locations, listed below.

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  Plain 'N Fancy Kitchens, Inc.

  2550 Stiegel Pike Schaefferstown, PA 17088

  
• 

  Plain 'N Fancy Kitchens, Inc.

  PO Box 519 Schaefferstwn, PA 17088-0519

  
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  Plain 'N Fancy Kitchens, Inc.

  Oak Street Route 501 Schaefferstown, PA 17088

  

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:10/05/2023

  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.

  Plain & Fancy delivered botched and defective cabinets which my contractor installed starting in 2020 and continuing into current 2023. The cabinets were manufactured well below industry standards and essentially the entire project needed to be redone and is still subpar. The wood veneer was not sequenced nor finished correctly resulting in unacceptable tone and grain matches. A large kitchen corner piece has doors that do not slide. Although many of the panels were replaced, three panels which were replaced still do not match the others in wood grain and color. These three panels were re-re-manufactured and sent to my installer who refuses to release them over a contractual issue. Additionally, two sliding doors in the kitchen corner unit are stuck and cannot be closed.
  As a resolution, I would like the three panels delivered to me and I will personally pay to install them. I would also like the sliding doors repaired so they function. This should all be covered under Plain and Fancy's warranty.

  Business Response

  Date: 11/07/2023

  Dear ** ********,
  
  I am writing to you on behalf of Plain & Fancy in response to the complaint you filed with the Better Business Bureau regarding your cabinet panels. We take your concerns very seriously and would like to address the issues you have raised.
  
  Firstly, we want to express our regret that your experience with our products has not met your expectations. We strive to deliver high-quality cabinetry and it is disheartening to hear when a customer is dissatisfied.
  
  Regarding the wood veneer and the tone and grain matches, we understand your frustration. The inspection of the cabinets by our dealer at the end of 2022 and the subsequent shipment at the beginning of 2023 were conducted under the assumption that the cabinets would be installed in a timely manner. We acknowledge that the storage and handling of these items, once they leave our control, can significantly affect their condition. While we cannot control these factors, we recognize that they have impacted your satisfaction with our product.
  
  We are aware that natural and UV light can cause changes in wood color over time, which may have contributed to the discrepancies you’ve noticed. This is an inherent trait of natural wood products, and while we endeavor to minimize these effects, they can be unpredictable.
  
  We have supplied the panels you’re seeking and they are currently in the possession of the dealer you worked with on this project. Plain & Fancy has taken extensive efforts to correct this issue, but it seems now that there is a contractual issue between you and your dealership and it’s something that will have to be settled among those two parties.

  Customer Answer

  Date: 11/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  While I appreciate your reply, your response did not address the fact that Plain and Fancy delivered cabinets that are far below industry standards and that you refuse to honor your warranty by not supplying replacement parts and the repair of the nonfunctional and poorly engineered doors. 
  
  
  
  Regards,
  
  
  
  ****** ********
  
  
  
  
  
  
  
   
  

  Customer Answer

  Date: 11/09/2023

  This substandard, defective product is not due to storage or UV light. It is due to defective manufacturing.