Christine
DO NOT ORDER FROM SOLID WOOD CABINET COMPANY!
Although our new kitchen cabinets look beautiful, due to the issues we've had with Solid Wood Cabinets, we would NOT recommend Solid Wood Cabinets. Solid Wood Cabinets has a "Limited" Lifetime Warranty. If you notice ANY issues with your cabinets, DO NOT install them. Once installed, your limited lifetime warranty is VOID. The Devon (cream colored) cabinets are beautiful but they are PAINTED cabinets and the paint chips VERY easily. Without being finished with installation we've already gone through one of the touch up kits provided. We have had SEVERAL issues with our cabinets: 1. Cracked front panel 2. Cabinet not square. 3. MULTIPLE cabinet doors bowed (4) and required replacements. 4. Joint separation on 2 cabinet doors. 5. Filler/Trim broken when delivered. 6. Skins bowed. 7. Panel not added to order by Salesperson Note – items 1 through 6 have been (or are being) addressed by Solid Wood Cabinets HOWEVER all of these issues have caused delays for our overall project timeline. Some of the issues were noted upon arrival, however some of the issues are not obviously apparent upon visual inspection. Item 7 (although it was a mistake on the part of our salesperson) has been ordered at our cost. Upon identification of the first issue we had with our cabinets, we contacted our Salesperson who directed us to Customer Services. Customer Service representatives were not friendly and initially were not helpful. It took from Monday evening until Friday to hear SWC did not want to do anything to correct our issue. Ultimately, it took an email to the company's CEO to have our largest concern addressed at no charge. After placing a large order with the company, we did not feel like valued customers. All of these issues have caused delays in our project, requiring the contractor to take additional time to finish the project, thus adding cost to our project. If you are in the market for new cabinets I would NOT recommend Solid Wood Cabinets. My recommendation would be to order cabinets with a company that does their own installation.
Response from The Solid Wood Cabinet Co.Nov 11, 2014
We recognize that all renovations, but particularly replacing a kitchen, are traumatic experiences for a family and that on average it is only done once in a lifetime. As a result we have created a Statement of Work that specifies the terms and conditions under which the transaction takes place. So to clarify, the warranty becomes void if the cabinets are in any way modified, improperly installed or damaged during installation. Cabinets sold by our company are not automatically void of warranty once they are installed. They are void of eligibility for return and refund if the damage is not reported within 72 hours of delivery to a customer’s home. Unfortunately in this case, the damaged cabinets in question were not reported until after they had been installed. Obviously at that point it is difficult if not impossible to identify the cause of the damage. Had the damaged items been reported within the 72 hour timeframe and prior to installation, any necessary replacements would have completed. Our statement of work which the customer signed and initialed, states: “The Customer must notify SWC of any damage or missing and/or incorrect items within 72 hours of receipt of delivery. SWC will have no responsibility for any damage or missing items not reported to it within 72 hours of delivery.” In the case of the cabinet which was “not squared” or leveled it is often the case that some floors and walls have uneven (high or low) spots, which will affect the installation. It is important to locate these uneven areas and shim or scribe cabinets in order to make the installation square. A skilled contractor will check for these issues and make necessary corrections to ensure proper alignment of the cabinets upon installation. Despite that fact that the sale agreement and all of the documentation was signed by the “contractor” in this case we did our best to work with the homeowner to overcome the issues that had been created even though the “damaged” cabinets had already been installed. Many of the replacements that we made were outside of the 72 hour window for reporting damaged items, after install and were replaced as courtesy to the homeowner because we do understand how difficult the process is. We have supplied over a million cabinets since our company was established in 2002 and we are proud of the quality of the products that we sell. Nobody is perfect but we certainly strive to do the best that we can to provide a great product at a great price and to give our customers the best possible service that we can.