Custom Distributors Inc

ORDERED A BUNCH OF HIGH END APPLIANCES TOOK A YEAR WAS ASSURED ALL WAS IN. SEVERAL ITEMS NOT DELIVERED SEVERAL ITEMS MIS ORDERD WAITED ANOTHER 12 WEEKS THE REORDERED REFRIGERATOR WAS STILL WRONG!!!!!!!!!! THEY BLAME COVID BUT THEY SHOULD BLAME THEMSELVES FOR MISTAKES. i ORDERED BETTER PRICE AND FASTER DELIVERY FROM COSTCO. STAY AWAY FROM THIS BUSINESS NOT WORTH THE HASSLE OR LIES.

I found their service very helpful, and I got a great deal.

Sales:
Patrick Rieman was the sales associate that helped us pick out or new oven and refridgeratror. Patrick was wonderful. He spent several weeks emailing us product detail and coordinating with the instalation crew to make sure everything fit in our kitchen perfectly. He was responsive, professional and overall a really good guy to work with.
Installation Crew:
The gentlemen that installed our oven and refridgerator were professional, prompt, and knowledgeable. They were a really good team.
Management/Owners:
The moral of our story is.. It doesnt matter how good the sales or installation team is if the owners just don't care. And they don't. I'm going to try to make a long, painful story short. Our order was mismanaged from the time we paid for our order to the time, months later, that it was complete. We were told our items had been placed on back-order. We were told items were ordered incorrectly. We were told that the manufacturer sent the wrong item. We were told that the right item was ordered a second time. It went on and on. The initial problems that occured happen with every business. It's how management/owners didn't deal with these problems that made our experience h***. We were ignored for weeks on end after we had complained to owners. The owners, knowing our issues, were not at all apologetic until several other errors later (and quot;I apologize for the inconvenienceand quot; was literally all they said). They recieved my email complaint but didnt respond to me until I contacted them again directly and asked for an update. Unacceptable!!! Everything we went through warrants a refund for the trim kit that was ordered 3 or 4 times (depending on who you talk to), promised within 2 weeks several times and finally installed a month after the last promise. After we had to (again) contact them. I honestly think they forgot about us. Our experience was miserable. If the management and owners got on board with the sales and installation crew I would do business with them again in a heartbeat. But they just don't seem to care. We spent a moderate amount of money and were treated like we ordered the cheapest thing on the floor. I feel really bad for Patrick and the installation team. They all work very hard and deserve to work for better owners.
I'm including my email correspondence with Patrick and the owners for documentation.
Patrick Rieman and lt;[email protected] gt; May 3 to me Andy,
I just got out of our weekly sales meeting only to have a voicemail from
our shipping department reporting that your combination wall oven isn’t
going to be here in time for next weeks installation. It shows a
backorder date of May 23rd. I am sorry about this as I am
just finding this out myself when it didn’t show up on this weeks
shipment to us. Would you be able to let Rick in our installation
department (#874-5444)know if you still want to keep the refrigerator
installation on for this upcoming Monday? Sorry about this once again,Patrick
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The Kirtland Family and lt;[email protected] gt; May 10to Patrick Patrick,
You're shipping department called today to let me know that the oven we
ordered is in. We scheduled installation for next Monday. A few hours
later they called again to tell me the trim package we need wont be
delivered until Monday and they need to push installation back to
Tuesday.
I understand that you are sales, not ordering or shipping.
Could you please pass our dissatisfaction along to the appropriate
management personnel? Having an item be placed on back order is
understandable. However, finding out that this has happened a business
day before it was supposed to be installed is inappropriate. I'm not
sure what happened with the trim kit for the oven. If they had planned
installation of the oven for this past Monday I would assume the kit
would have already arrived. Obviously someone over there knew the oven
wouldn't be in early enough to delay purchasing the kit. I'm not sure
why we weren't informed before last Friday. This is not our first time
doing business with Custom Distributors. We may not be your highest
dollar customers but we have thus far purchased a dishwasher, double
oven and refrigerator. I would expect or sale to be handled more
professionally. Especially given we've expressed the need for other
items in the future.
Amy
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Patrick Rieman and lt;[email protected] gt; May 10to Ken, Darin, me
(forwarding email above)
__________________________
The Kirtland Family and lt;[email protected] gt; May 20to Patrick, Ken, Darin, bcc: Andy Patrick,
Can I please get an update on this? The trim kit did come in but I was
told the wrong one was either shipped or ordered and it had to be sent
back. They said it would be at least another week until they know
anything. I haven't heard from anyone else.
Amy
___________________
Patrick Rieman and lt;[email protected] gt; May 20to me Amy,
I have linked your e-mail to my cousin Kenny the president of our
business so that he is aware of your dissatisfaction. He is also the
gentleman that orders in this new brand of Micro Trim. He will be able
to find out what had happened with your kit and also let me know when we
should expect to see another one.I am sorry about this happening.Thank you,Patrick
__________________
Ken Rieman and lt;[email protected] gt; May 20to Rick, me, J, Darin
Dear Amy,
I just got off the phone with the trim kit company and they are promising next Monday the 27th
we will get the kit in. I am sorry for the delay and that the original
had to be returned. Rick, you can schedule the install for the 28th or after to be safe. Unless you think it’s prudent to wait until the kit arrives and we can inspect it.
Thanks, Ken Rieman President Custom Distributors, Inc.www.customdistributors.com 800-704-6313
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Rick Rieman and lt;[email protected] gt; May 21to me
Good Morning
After looking at our calendar, Monday is Memorial Day so I’m expecting the
trim kit to hit on Tuesday. I’ll schedule the install forWednesday the 29th. If there are any issues, please let us know but we’ll call Tuesday to confirm everything. Thank you and sorry for the inconvenience this has caused. Rick Rieman
__________________
Patrick Rieman and lt;[email protected] gt; May 30to me
Andy,
I understand that the trim kit came up short and that another unit that
is 1 and frac12; “s taller is on order. We just got word back from the trim kit
company that it should be about 2 weeks out from today that we see it.I
am truly sorry about the wait on all of this to complete your oven
install. As soon as we see the trim kit our shipping department will
call to schedule the completion.Thank you,Patrick
__________________
The Kirtland Family and lt;[email protected] gt; Jun 21 (10 days ago)to Patrick Patrick,
It's been just over a month. Where does this stand?
Amy
__________________
Patrick Rieman Jun 21 (10 days ago)to me
Amy,
I have forwarded this to the installation department to call to schedule.
My understanding is that they have received the kit int

Custom Distributors were helpful. What we needed to have done we got accomplished. We had to get very specific appliances to fit and they were able to get us all set up. We did have some problems with a damaged appliance and they re-ordered it for us. We then had another little issue where they forgot to drop off a part, but they remedied everything and we ended up being happy with the overall service. They ended up giving us a 1 year extended warranty. I do understand that problems happen and it wasn't anybody's fault in particular.