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Customer service could be better
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Purchased 15 cabinets from KCK's in summer of 2012. Lazy Susan got damaged in transit and called Jessica to inform her. I was told I should have checked before signing for them. I explained that the driver refused to wait while I uncrated 3 pallets. Jessica
did not seem too concerned but did eventually get it replaced. When I also mentioned that my can of stain was not with the order she more or less blew me off. It was only $25 but it's still not right, if you pay for something you should get it. I have no complaints
with the cabinets themselves only Jessica's attitude toward a good customer. I would not recommend this company because of my experience. (heart surgery prevented me from writing this review sooner)........... Anthony, you just contradicted yourself. You respond
by saying I had 7 days to report any hidden damages and then turn around and said all missing items must be noted on the bill of lading at the time they were received. That's my whole point, I was not able to un-crate anything while the driver was still there.
As far as my mistakingly telling you I was missing a glass door, that's true and I admitted it as soon as I realized my mistake. I overlooked it in the confusion of dealing with a damaged Lazy Susan. The fact that I admitted my mistake should have reinforced
your belief that I would tell you if I found the stain. Anthony, this is not about the 25 dollars for the stain, it's about the fact that I spent over $7,000 with your company. If it were my company and someone just spent that kind of money on my products,
that can of stain would have been on the next truck out. I said forget about it more out of frustration over argueing about it. Maybe customer service has improved since I dealt with you and if it has this company could easily be a 5 star company. I'm sorry
but I'm a big believer in principle. This is all I have to say on this matter.
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Business's response - by Anthony S.on 6/1/2013
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Steve O,
It appears the gap from the cabinet project occurring Jun 2012, and this review post, May 2013, has caused you to confuse the facts. Jessica from our staff did not tell you it was necessary to inspect all items upon delivery, so your accusation with how we handled the Lazy Susan damage issue is an absolute falsehood. We understand it is not possible to open/inspect all items at the time of delivery, so clearly listed on our FAQ policy, all customers have 7 days to report any concealed damage for a no charge replacement. Upon you reporting the issue and filing the claim with our company, we promptly replaced the Lazy susan damaged pieces within our 1-2 weeks turn-around time without issue.
For missing items, we require our customers to ensure they are receiving all items on the bill of lading, prior to signing off with the carrier. If something is missing, it is necessary to indicate so on the bill of lading. In your case, there was no indication made that the pint of stain was missing. For this reason, the manufacturer rejected the missing item claim, because their shipping manifest report shows the stain shipping at their with the package, and the carrier has a signed off bill of lading by you, that all items were received. Furthermore, you also reported missing wall glass doors, however later found them "behind some boxes". This illustrates one of the many reasons why missing items must be noted at the time of delivery. Upon informing you that the pint of stain portion of your claim was rejected, we received an email response from you as stated below on 6-12-12
"Hi Jessica boy am I really embarrassed. I found the glassdoor hid behind some boxes. I guess I can tell you now that your cabinets are absolutely beautiful. I still haven't found the stain but don't worry about it. I'll call and order another pint when I get to the point where I need it. Thank you"
Certainly a different response to the situation as presented today, you even said not to "worry about it", and you'd "call and order another pint". This is why your 1 star negative review was very perplexing to Jessica and our staff. We take great pride in our customer service/cabinet quality, and go out of our way to ensure satisfaction. On the other hand of the coin, we do appreciate that you think our cabinets are "absolutely beautiful" and would love to see finished kitchen pictures, please email them to us at support@kitchencabinetkings.com and we'll provide you with a complimentary pint of stain.
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