"The Tilton Family" wrote
I ordered Kraftmaid Cabinets through a local supplier......due to issues
between the supplier and KraftMaid I waited 5 months for my order to be
completed. Then I hired a contractor to totally remodel my Kitchen. He
gutted everything and started the cabinet installation. After putting up
the wall units he pointed out an imperfection in one of the doors, which I
figured I could live with. Then he started to install the floor mounted
corner unit, which was the base for all the floor units. Upon inspection
of the unit it was obvious that the lazy-susan was not mounted inside the
cabinet and numerous holes had been drilled in the base to attempt the
mounting. The gap between the base and the door was approximately 1/2" on
each side. A quick call to the supplier to get a replacement was met with
the statement that KraftMaid said that they could make a replacement but
it would take 12 days. So I called Customer Service at KraftMaid and was
told because my order was through a supplier they could not help me and to
call my supplier. When I ask to speak to a supervisor I placed on hold
and after 15 minutes I hung-up and called back. On the 2nd call I was on
hold again but not as long. After conversations and pleading my case I
was told that there was nothing they would do for me. So here we have a
major cabinet manufacturer having no sympathy for customer relations doing
what they want when they want. Here I set 35 miles from their factory
with no kitchen appliances and a house that is a total disaster and no
expectation of having access to a stove, sink, or dishwasher for at least
two more weeks. And whose fault is it that my contractor can't work and
my daughter has to eat fast foods and my house is a total disaster
.......think "KRAFTMAID." And when I explain that some management guy
will go berserk if this ends up as a consumer complaint on local TV news;
they just said so what. Did I mention that they already have their money
so I guess that they figure I will never buy another cabinet in my
lifetime so there is really no loss.
I just wonder what quality control system they use or maybe they were out
to lunch when my cabinets were made. So let the buyer beware ...the
product isn't good and the customer service is worse.

There's a lesson learned when you attempt to save money. First, no real
contractor would take on cabinet work, when a one time shot residential
customer ordered custom cabinets.

Second, any real contractor knows, the first thing you do when you order
anything, or even shelf bought, you inspect what you buy. You acting as
your own contractor, should have done this, it is your responsibility
whether you think so or not.

You do not rip apart a kitchen or anything else, then inspect right before
installation, unless you have very little experience. Since this appears to
be the case, you and your contractor should have inquired about the correct
procedure, when remodeling.

I have many positive stories to tell about Kraftmaid. I also live within
driving distance of the factory in Middlefield, OH. One of which when my
estimator, mis-measured for custom cabinets. When the lead carpenter
inspected, and measured all final cabinets, he found one was 2 inches too
big. A call was placed to the supplier, Kraftmaid would have it ready the
next day. The supplier wouldn't be going back up to Middlefield until the
following week. I personally drove there the next day, and picked up the
cabinet. I have many stories to tell, where Kraftmaid went above and
beyond, of what I expected.

To attempt to blame Kraftmaid for your kitchen being tore up, and your
daughter eating fast foods, is a very poor attempt to shrug off your
responsibilities. You have only yourself to blame, and your lack of
experience.