Gary I.
Poor Quality Control and Customer Service.
I ordered in excess of $30 thousand in new Fabuwood cabinetry through USA Distributor. They have positive ratings for cost and value, but customer service for both the Distributor, and the Wholesaler (Fabuwood) will leave you furious. My pre-assembled cabinets were delivered, incomplete, with some back ordered. My new construction home was on a tight schedule, as most are, and we were most disappointed when a high percentage of the delivered cabinets showed assembly damage, screw pops, laminate blow outs, split hardwoods. I attempted to reorder and replace some damaged items, as well as back ordered pieces. The shortest wait time for replacements was 2-3 weeks from Fabuwood . And even then, additional assembly damages were found on the new pieces. I also got numerous calls from their contracted shipper, trying to deliver other customer orders to me. To hasten my installation process, I instructed my trimcabinet installers to spend the time to repair the damages from assembly at the factory, rather than wait a month for more damaged product. My representative at USA Distributor was, at least verbally, always looking out for me trying to resolve issues. That's what he wanted me to believe. The final proof played out differently. He supported me, in theory, in an effort to recover a 50% rebate, for damaged cabinets only, from Fabuwood. At their mark ups, no one would have lost money in the deal, and I was still out the extra labor time for my installers trouble. I still have a voice recording of USA Distributor backing this deal, as well as subsequent offers from the manufacturer. They both agreed to process a check to me months ago. No check issued, or further contact. from either business. The overall product isn't bad for the money. The quality control, and customer service, from the combination of USA Distributor, and Fabuwood, should be avoided. Updated review: After a response from USA Distributor, replete with errors, and efforts to fill in the blanks in their records with creative fiction, the fact remains...I have wire transfer proof of a transfer of the stated purchase price, UP Front ! I'm sure the readers here were not impressed by $26 K stated by the distributor. C'mon ! I still have the photos of the assembly damages, which were passed on to my USA Distributor rep., who wholeheartedly agreed these were unacceptable. Mr. "Review Damage Control" USA Distributor representative replying to this review, refers to "shipping" damage. Who said anything about "Shipping" damage ? These were ASSEMBLY damages from the Fabuwood company. If you want me to publish the names of my contacts at USA Distributor, please just say the word Sir. Yes, the 104 boxes of cabinets were opened to begin installation. Does that sound unusual to those of you reading this review ?? BEWARE, USA Distributor and Fabuwood require you open each box before the truck driver leaves, or Good Luck to you Mr. consumer. The hourly labor to make repairs "requested" were inflated in the reply. I did have to eat this cost, no matter what the rate. This distributor has no apparent authority with their wholesaler, Fabuwood. Their representative promises recourse for consumer problems, but won't deliver. Referring to the Pandemic is a novel response though. Best of luck consumers.
Response from USA DistributorApr 19, 2020
We could easily remove this review since so much of the information is not accurate and slanderous, but we wanted our future customers to PLEASE READ THIS: 1) Gary purchased 104 items from us for $26,000 not "excess of $30 thousand" as he stated. He was offered a huge discount of 50% and free shipping. 2) Out of 104 cabinets, only 1 was damaged due to shipping. A new replacement was quickly shipped out to Gary at no charge. 3) Gary waiting until the day of the installation (2 weeks) to inspect his items, instead of inspecting them right after the shipment, something we repeatedly asked him to do. Obviously, when you order 104 items made of real wood, some issues during the shipping of 1000 miles may happen. We asked Gary to let us know of any issues and told him that they will be corrected. Instead, he not only waited until the day of the install but he actually only reported the issues to us when the items were already installed! He then started to demand us to pay for 2 contractors at the rate of $150 per hour each for a full day worth of work. We obviously declined this preposterous request, and immediately shipped him his replacements. Mind you, two of the replacements that we shipped to him, should have just been repaired with a touch-up kit, but we still shipped him full items. 4) In few more weeks, Gary said that he found more issues and that he is very upset by the quality. He started to demand money back for the order and threaten us with bad reviews. We once again asked Gary to provided photos of any damages so that we could replace them, instead, he sent us just one photo of a cabinet that was already installed, with what looked like a screw up by the contractor. We told Gary that we are not willing to keep taking losses on his order due to an issue that was created by his contractor, but we still offered to ship him a replacement. He declined and said it is already installed. At that point, we closed his order and all the associated tickets. 5) Gary kept calling and emailing us to demand some compensation. We honestly just wanted the issue to be closed and did not want any bad reviews since we know that some people may not read our reply and only look at star ratings. We offered Gary $1000 to close this issue. Gary declined. In the end, we lost $600 on Gary's order due to shipping and items that were given to him at no charge. Meanwhile, Gary has a very nice kitchen for a value of $45.000 and he is still unhappy. Thank you for reading this far. We hope that you see that this is one of those customers that are just very bitter and entitled. Shame, especially in times like these with COVID-19 and all the businesses suffering already, to leave this false review! Igor Bogdanov USA Distributor Inc. (215) 867-5200 https://www.usadistributor.com