ComplaintsforKitchen Craft Cabinets

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Kitchen Craft will not replace damaged cupboards that are that way because of the wood. It is bubbling in places where there is water. In all the years I've been alive, I have never seen this. Kitchen Craft wll not replace these cupboards.

  Business response

  08/26/2024

  Dear BBB,

  Thank you for contacting us regarding complaint #********.  We take all matters regarding the satisfaction of our consumers seriously.  We have had our Quality team review the pictures submitted by the consumer and the conclusion is that the issues shown are due to excessive moisture, water damage and wear and tear.  These issues are not due to a manufacturing defect, therefore, do not qualify for warranty replacement. I have included a link to our warranty which shows the exclusions to our warranty. We recommend contacting a local dealer to inquire about purchasing replacement parts if they wish.

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

  Best Regards,
  

  Consumer Affairs

  MasterBrand Cabinets

  Customer response

  09/03/2024

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

  It is WRONG! I am 69 and I've lived in many places ...I  have never seen this happen. NOW...I  am always wiping my cupboards dry...even the cupboards that are away from the sink are bubbling. I decided it was an issue with Kitchen Kraft when I was browsing Marketplace and I noticed that a guy was selling his cupboards and mentioned the bubbling...so it has nothing to do with neglect on my part..Kitchen Kraft used a poor quality whatever you want to call it..I want all the lower cabinets replaced. I'm sickened that everyone wants to make a profit..that I understand but not for cheap cupboards. When I find the picture .that i saved. ..I will prove it to you.

  
  Sincerely,
  
  ******* ******

  Customer response

  09/03/2024

  I took more pictures tonight to show you that I keep a tea towel where the water from the sink splashes.. Also, there are cupboards with no sink and the cupboards bubbled.

  Kitchen Kraft basically told me that I caused the damage to the cupboards.  I dont think so

  The cupboards are damaged  because they are cheap. 

  If I  had not seen the cupboards on Kijiji or Marketplace with the same kind of damage, it was then I  realized that the cupboards have a MAJOR flaw.

  Business response

  09/04/2024

  Dear BBB,

  The additional pictures sent clearly show that there is excessive water as the water droplets are very visible in the pictures.   The quality team determined the issues are from overexposure to moisture and normal wear and tear.  Incidental deterioration such as nicks, chips, scratches, and abrasions, are considered as normal wear and tear. Our finishing process undergoes multiple steps to provide an impressive measure of durability; nevertheless, though, the cabinetry is still considered to be fine furniture and should be cared for as such. Therefore, any spills should be treated right away because overexposure to moisture/water damage can cause the laminate and other materials to break down over time and is not considered a manufacturing defect with our product. We have attached our Cabinetry Care and Cleaning Guide for your convenience.

  Regards

  Consumer Affairs

  MasterBrand Cabinets

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to file a complaint against kitchen craft cupboards out of Winnipeg. They supply cupboards for **** in *******, January 26 have 2023 we ordered cupboards from kitchen Craft **** ******* when the cupboards arrived a couple of the crates had been dropped and some cupboards were damaged February 28. We filed a warranty claim . they said the warranty claim would take four weeks we’re into the fifth month. I have contacted ******* **** several times they do not return my calls. I have contacted Craft in ********, and they also will not cooperate in locating my warranty cabinets I have had appliances purchased for over a year now that we haven’t been able to install waiting on these cupboards, I’ve lost my installation contractors and a lot of time and money. I’m very disappointed that they do not answer any of my emails and that ******* does not return my calls. My number from ******* is ***** invoice **** kitchen Craft in ******** says these numbers don’t mean anything to them

  Business response

  07/18/2024

  Dear BBB,

  Thank you for contacting Kitchencraft cabinetry regarding Case #********.  We take these matters very seriously and welcome your assistance in bringing this matter to a mutually satisfactory conclusion.  We have reached out to our Customer Service team and to our Sales representative to gather more information and will reach out to the consumer in the next few days.

  Regards,

  Consumer Affairs

  MasterBrand Cabinets

  Customer response

  07/19/2024

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

  we have been waiting on warranty replacement cabinets for 20 weeks! Looking into it in a couple of days isn’t soon enough! 
  
  Sincerely,
  
  ***** ******

  Business response

  08/23/2024

  Dear BBB,  We have reached out directly to the consumer to assist in resolving any remaining issues she may have.

  Best Regards,

  Consumer Affairs

  MasterBrand 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,
  
  ******* *******

*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. ↩