Public Mediation

My Claim vs. Just Cabinets furniture & more Dispute

M. D. vs. Just Cabinets Furniture & More Frederick
405 S Jefferson St, Frederick, Maryland, 21701-6272, United States
Amount Involved: $3,104.85
    • Claimant Seeks: View.
    • Claim #: 4357194
    • Amount Involved: 3,104.85
    • Filed On: Mar 22, 2014
    • Posted On: Apr 02, 2014
    • Complaint(s):
      • Bad business practices
      • Problem with a service
      • Problem with a product
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Statement of Claim
Complaints Involved (8) - View
"I brought in my picture drawing to have Cabinets make from this store, the salesman promised a 2 weeks delivery with set up, the delivery date is on the receipt.but it turn out to be a 5 weeks delivery. when it arrived the delivery person said he is not responsible for the set up. The cabinets were damaged, chipped. different colors on frame and door, doors on both side are un-even and the drawer from the top is not line up with the bottom. some of the side were incorrect. the design was different from my drawing. I ordered the 2 doors cabinets and they provided one door cabinet. I contacted the salesman and he refused to get it fix and I requested to speak with the manager. He refused to provide the name of manager and phone number. after I search online and contact the manager. He accused me for initial off the drawing and refused to correct the cabinets or pick up their damaged cabinets. I indicate to him, I ordered 2 doors cabinets and the company shipped one door cabinet. the manager claimed when they don't have two door cabinets, they will provide one door cabinet. but they didn't inform me prior to making the change. He indicated there would be extra charges if he going to fix those cabinets. I requested for a full refund and he refused to do so. I need to report this to your company so you can help to get my money back and have them pick up the cabinets and inform customers be aware of this company. they scam customers and push damage products and irresponsible for their action."
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Exhibits View
Additional Communication Between Claimant and Just Cabinets Furniture & More Frederick Hide
  • Mar 23, 2014, Claiming party added:

  • Here are some of the damaged cabinets, and there are more damage pictures to be upload

  • Apr 20, 2014, Claiming party added:

  • The Manager, Ken Floyd was lying, he was putting words in my mouth and was trying to accuse me for ordering the wrong size of cabinets. They also claimed to charge me additional to replace the damaged and wrong size cabinets. I brought in my own design and size since it was custom design. The salesman changed the sizes and my design. He didn’t even go through the drawing with me. Some of the cabinets on my design were double doors and he changed them to single door. I asked the manager why did the salesman change my design and didn’t even consult with me? He indicated that” some time when they do not have the double doors design they will change to the single door design.” But they should check with me before doing so, because they didn’t contact me until I called to check for delivery after the 3rd week of my order.
    For the drawing, it indicated the company’s coding which represents the size of the cabinets. I, as a consumer would not know how to read the industry coding from their drawing. Then He printed out the drawing and asked me to initial off of it. I assumed the size on the drawing would be the same size I brought in, but it was not.
    For the damaged cabinets, I told him it was 10 damaged cabinets, not just 2 damaged cabinets. I also sent him 16 pictures for the damaged cabinets and he didn’t even respond. He indicated 2 damaged cabinets on his emails while I sent him 16 pictures which for the 10 damaged cabinets. Is he lying or what? The salesman also promised 2 weeks for delivery and it ended up to be 5 weeks for delivery. They were supposed deliver to my home and I paid the Freight charge for it but it end up shipped to their warehouse. The salesman totally screwed up the order, even while the shipping address indicated on his quote as shipped to the warehouse and I requested twice to ship to my home and they charged me the freight charge for home delivery because ship to ware house fee is $99 and delivery fee is $215.
    When I asked for the district manager‘s and Vice president’s contact number, He refused to provide it to me.

    Obviously, he is lying, and he is also changing the story. When he refused to provide the their manager's contact information, it was because he knows that he had done something wrong and he is not willing to admit it. I have posted the pictures of the 10 damaged cabinets, to show you that it is 10 damaged ones, not 2.Clearly,he is trying to cover his own mistakeS, and refused to fix the problemS.

What Claimant Wants Hide
1. Refund: FULL REFUND Mar 24, 2014 $3,104.85
2. Other – Pay for claim posting cost Mar 24, 2014 $7.99
Cash total : $3,112.84
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Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)
Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:
  • I disagree with the explanation / grounds provided

    "The customers original complaint was the height of the cabinets were too high. The salesperson offered for the customer to come in the store to resolve. She refused. (I) the regional manager contacted the customer on Thursday 3/18 to help resolve her kitchen issue. During our initial conversation the customer stated that two cabinets were the wrong size. I reviewed her special order agreement with her and confirmed she signed off on the room plan presented (she initialed in two places) and signed the special order agreement reviewing measurements provided by the customer. She claimed the salesperson changed her original plans she brought in. I asked her why did she sign and initial if it was not what she wanted? She just stated the associate should have known what he was doing, he is the professional. I explained to her the associate created the plan based on measurements she provided, which is why we require the customer to sign off on the design confirming they are providing us correct measurements. I reviewed the design with her to see what was wrong. She stated the base and wall cabinet next to the refrigerator were the wrong size due to her changing the cabinet over the refrigerator from 30 to 33, after her initial order. She claimed the associate should have known to also reduce her other cabinets a total of three inches to compensate for adding three inches to the wall cabinet over the refrigerator. I asked her if the associate confirmed if she had the additional space required to change the wall cabinet over the refrigerator, she states no, the associate states he did.

    I offered to exchange out the two cabinets and reduce them by three inches to compensate for the change of the wall cabinet over the refrigerator at no additional charge. She stated no, she wanted everything picked up or she was going to charge us a warehouse fee. I explained to her that was not an option and she signed an agreement that does not allow for a kitchen to be returned due to measurements provided to us from the customer. I again offered to reorder the two cabinets in question, then she stated all the cabinets were wrong and damaged. I reviewed the entire plan with her and after her initial claim that the entire plan was incorrect she then confirmed it was only the 2 cabinets in question. I also asked her to provide pictures of the damaged cabinets in question and once confirmed they were damaged, we would reorder at no charge. She declined and stated she just wanted a refund and if we don't she would charge us a warehouse fee. I again explained that was not an option and offered her the following.



    1) Reorder the two cabinets less three inches - no additional charge



    2) Reorder any damaged cabinet once confirmed they were damaged - No additional charge



    3) Make an exception to our special order policy of no returns and offering a 50% restocking charge to return a special order kitchen.



    The customer declined all offers and again insisted on a full refund, warehouse fees. At this point she then claimed the doors should have been double doors not single and that the color was wrong and wanted it all picked up. I started to offer the three choices again and she hung up on me.
    "

This claim will remain posted until resolved.

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  • Comment: by Jennifer — Online mediator
    • On: 11-22-2014
    View more
  • I'm a competitor in cabinetry business and lets just say Just Cabinets are one of our business competitors, and in this case I would definitely say the customer is being very unreasonable, first of all door of cabinets are pretty standard, a 6-18" cabinets are all single doors where as any larger there will be double doors, this is an industry standard!

    Also, if the customer decided to have their own contractor to do the install/purchase the cabinets with their own dimensions there is no reason for designer to question customers' dimensions. Usually we double check our dimension for customers who wanted us to do the install, which means we go to their home to re-do all measurements before giving them a final quote. Again this is also industry standard as there are many customers who prefer to hire their own contractors to do the job which means they will only provide us dimensions for our design sign off. I can't say anything about shipping damages since we do our own shipping, and if there is any shipping damages the customer will have the final inspection on the cabinets before the delivery guys leave the house. If the inspection paper is signed off this means the customers are satisfied with their goods and there is no issue with cabinets delivered. With cabinets offered to be exchange should be the best solution to finish their kitchen remodeling. I suspect this customer probably had a change of mind on their cabinets.
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