Solid Wood Cabinet Company

My husband and I went in hoping to get them to remodel our kitchen. The sales person seemed offended that my husband was knowledgeable and provided her with some information that she did not have. He was not being a show off or anything. He could do the work himself if time permitted. She went very cold and formal and not at all interested in engaging us after that. Oh well! We found another vendor on Angies List and are very happy with the results and the cost!

Everything went very smoothly, so that was good.

Well first of all on their website, they advertise the lowest price guaranteed. Four days after I signed contract, I asked if the promotion they were offering would be lower than my contracted price and they said it’d be higher. So following that, they lowered it by 10% and would not honor the price. When I called customer service representative he was belligerent asked how I got his name and number. So no one has followed up to say if they’d honor the lower price. They did not complete the installation because the person who designed the plan did it incorrectly. The installers had to modify the placement of the cabinets placing them in the incorrect position. Once placed incorrectly, the filler pieces did not fit. Another thing about the product is it is not very good quality. Two of the cabinet doors were defective and I’m still waiting for defective doors to be replaced. As far as the service goes, it’s consistent with everything else. The person who took the original order, writes emails but does not follow up with whether or not what was said to be done would be done. I regret I prepaid the order in hindsight, as they are not following through with the policies. It’s reasonable to assume that after waiting a month, that I’d get some sort of response to inquiries.

I don't even know where to begin....So, my husband and I had a leak in the water line from the sink to the freezer's ice maker causing major damage to most of the kitchen (that was in September). He heard from a friend at work, about The Solid Wood Cabinet Company (which had done work at his friend's house), and decided to check it out. We went to the showroom, with our measurements in hand and an idea of what we liked after viewing the website. After browsing around for a little while we were greeted by Katherine Finnegan, who seemed willing to help us out. We sat down with her and went over all the different options about our new cabinets. I would say it was all down hill after that. Project started in October. The cabinets were supposed to be completed and installed before Christmas. It is now January and we are still waiting for handles for the drawers. The guys came out and measured the kitchen for the cabinets, when the cabinets came, they were the wrong size. They ordered a sink that would not fit in the cabinet underneath it, that had to be re-ordered. The valance was too big and needed to be re-ordered. They never sent the handles for the cabinets. They installed the the spacer at the end of the cabinet (attached to the wall) not between the cabinets where a spacer belongs. It was an all around disaster. I WOULD NOT recommend this company to my worst enemy!!

Horrible They are terrible Workers and Sales folks do not know what they are doing. Terrible Service from all aspects: The company contracts only conplains about " Solid Wood Cabinet" I feel bad, cause someone put this company together !!!! Terrible

December 15, 2012 Went to the Warminster, PA store for solidwoodcabinets.com and discussed the purchase of eleven cabinets with the sales representative, Scott Schaffer, for my condominium in Margate City, NJ. I showed him the list of required cabinets, a diagram of the layout, and pictures of the current condo. He gave me a price that included all charges of $5228, and he wrote this on my cabinet list. He said that the 50% off sale was only good until Christmas. I asked if I could save myself a trip through Christmas traffic and finish the order by phone, and he said that that was no problem, and that I was better off contacting him by email rather than phone. December 22, 2012 I emailed Scott that I wanted to purchase the cabinets, including handles. I provided attached layout drawings and specific details of the order. I asked how to proceed with the order. December 23, 2012 I called Scott to place the order. His initial response was that the price was $5900. I asked him why it had jumped $700 and he said that he must have forgotten to add delivery charges. I told him that he had included them originally in writing. Then he said that he had forgotten a fuel service charge for deliveries to New Jersey. After several tries (and increasing the number of handles from 24 to 28 because of my miscounting) he provided a price of $5475.11. I agreed. He told me that he would email me documents that had to be signed and faxed back to complete the order. Within an hour I had the email. However, aside from some minor issues, like the hinge on a wall cabinet being on the wrong side, he had charged me for an extra base cabinet, bringing the total to 12 with an extra charge of $383.20. This was especially odd because Scott included his own drawing of the layout and there was no extra cabinet in the drawing. I immediately wrote back to Scott informing him of the errors and asking him to correct the errors and the charges. I noticed afterward that the order did not have the phone number that I had given Scott, but a defunct number from my previous employer that had been shut down two years earlier. I also took note of the footnote on the order that stated that the quote was only good for 5 days, and that any changes made after 48 hours would be subject to a 25% restocking fee. The $5475.11 was charged to my credit card that day. December 26, 2012 Emailed Scott Schaffer about the incorrect order and charge again. December 27, 2012 Scott emails me that he was out for a couple of days for the holidays and that he would correct everything the next day. December 28, 2012 No email, no phone call, no corrections. January 2, 2013 Called and left a message for Scott. He returned my call and told me that all of the corrections and credits would be finished within two hours. January 4, 2013 No changes and no charge card credits. Called and left another message for Scott. No reply. January 5, 2013 Called Scott again and received no reply. Wrote another email to Scott stating that whatever the problem with the correction, the delay and broken promises were inexcusable, and that I was canceling the order. Logged onto solidwoodcabinet.com website and left a similar message with customer service. January 7, 2013 Called Bank of America (Mastercard) to dispute the charges on my credit card. They recorded the relevant information and said that it couldn?t be disputed until after the next billing cycle began. Spoke with solidwoodcabinet.com customer service to complain about the situation. I asked if these stores were franchises or if they were centrally controlled. She said that they were centrally controlled and that Scott Schaffer?s supervisor was at her location in Levittown, PA. She transferred me to the supervisor?s voicemail and I left a message. Scott called me later in the day from home, apologizing and telling me that he thought that he?d taken care of everything but that it must have slipped through the cracks. He said that the store would give me a credit on my charge card on Wednesday. When I asked about signing the new paperwork he said that that wasn?t necessary. I asked why, since it was necessary originally. He said that as long as he had my email specifying the order that everything was OK. I insisted on a copy and he said that I?d have it by Wednesday. January 9, 2013 (Wednesday) No paperwork, no email, no credit on my charge card. January 11, 2013 Spoke with customer service again. They indicated that the order had been corrected. Still no credit for the overcharge. I told them that I wanted to cancel the order. Transferred to Gene, Customer Service Manager. He had been unaware of the issue. He apologized profusely. I told him that I wanted to cancel the order. He said that he didn?t have the authority to cancel the order, but would I mind if Stacy, the Sales Manager called me. I agreed. January 28, 2013 Still no call from Stacy. No email, no paperwork, no phone call, no credits, partial or whole, and no acknowledgement of cancelation. It is now past the ?requested lead time? of January 14, 2013 (the first date when the cabinets would be ready) on the original, incorrect paperwork that I was emailed. The credit card bill has been paid through automatic withdrawal from my checking account. I called and left a message for the Customer Service Manager to call me back. January 29, 2013 No returned call from the Customer Service Manager. Called Bank of America to check on disputed charges now that the bill had been paid. They started the dispute process, will contact the merchant, and I should be credited within two billing cycles. January 31, 2013 Received a call from a Mr. Mountz at Solidwoodcabinets.com. He said that he was calling on behalf of Gene, the Customer Service Manager. He was unaware of the problems, and was only asked to call me. I summarized the problems and offered to send him this written timeline and forward the email trail describing my communications with Scott Schaffer. He agreed that that was a good idea and gave me his direct telephone number and email address. He asked me to include a copy of my credit card receipt. I pointed out that I had no paperwork at all, and that that had started the problem. He said that it was standard policy to email a credit card receipt and follow that up with a hardcopy receipt by mail. I commented that if that was the case, things were even worse than I thought. He promised to get back to me. I sent the email with this description about a half hour after the call. February 4, 2013 Called Mr. Mountz?s number and spoke to a lady from customer service. I asked for Mr. Mountz. She said that he was no longer with the company. Told her that he had called me after Gene had failed to follow up. Gene was no longer with the company. I explained the situation to her. She apologized and said that she would take care of things. She asked me if I wanted to follow through with the order. I told her no, that I wanted a refund, and asked what she would do in my place. She agree that she?d cancel the order, but just wanted to make sure. I sent her the same email that I sent to Mr. Mountz. She called me the next day to say that she hadn?t forgotten about me and that she was still working the problem. I finally received a credit on my card on February 8, 2013. Finally found a competent person who can actually deal honestly with a customer.

Anthony Chiarlanza from Lanza Construction sent me to the Solid Wood Cabinet Company to buy kitchen cabinets. Mr. Lanza told me that my Insurance company only allowed me $5,000.00 for kitchen cabinets.(not true) I picked out cheaper darker kitchen cabinets, but I really wanted lighter cabinets which I couldn't afford. Mr. Lanza sent me to his friend Ari at the Solid Wood Cabinet Co. on Rt. 13 outside of Philadelphia. I immediately liked the cream colored cabinets and told Mr. Chiarlanza that was what I wanted. Mr. Chiarlanza said that the cabinets cost $8,000.00. I gave him $3,000.00 of my own money and the insurance paid for $5,000.00. However,once I found out that Mr.Chiarlanza was a lier and a thief, I started to go back to all the places he sent me to buy someting and get receipts for the things that I bought. Me and a friend went a total of 3 times to get a receipt from the Solid Wood Co. and they refused to give me a receipt. They did not want me to see the correct amount of my cabinets. I called Ari many many times and he never called me back or he hung up on me. I can only surmise that Ari and Mr. Chiarlanza have a pact going on together; why else can't this place show me a receipt. Solid Wood Cabinets did not install my cabinets. Lanza Construction installed them, and the symmetry is all wrong. However, Solid Wood Cabinets is hiding something why else can't they give me a receipt. I never got a warranty for my cabinets either.

Kathryn Finnegan was our sales consultant. The cabinets arrived on schedule and the installers did the install in two days, which was in accordance with the estimate. Two side panels and one cabinet door was damaged, and the company promised to fix these items. We took photos and emailed them to the sales agent, Kathryn Finnegan. She promised these items would be fixed. It took longer than expected, but the repairs were made and the job was completed in a quality manner.

Very excited that these are solid wood cabinets, albeit they are mostly plywood. First let me say the cabinets look really good, but given our experience I have no idea of their true quality or safety. Our Cabinet sales person was very accommodating till the cabinets were delivered and the sale final. After that accommodation or even courtesy was no longer in the playbook. The website speaks of European design, so it was surprising to find upon delivery that the cabinets are made in China. This information is not listed anywhere on their website. Given all the concerns about drywall and lead painted toys from China I was concerned. However; I also know that many quality products are made in China, I contacted my sales representative at Solid Wood Cabinet to see if my new cabinets were a quality, safe product. When I called to inquiry about the safety of the material and stains used in the manufacturing of the cabinets I was told that the Solid Wood Cabinet Company is the only Chinese cabinet company certified by the KCMA. (Kitchen Cabinet Manufacturers Association) I was told that not only did they have KCMA quality certification, but also their green certification. According to KCMA, cabinets with their certification bear their seal. I asked why none of my cabinets had this seal. Reply - "I don't know, Good question." I have since asked this question via email to multiple people including the sales manager without even receiving the courtesy of a reply. This company has not responded to one of my request to clarify the KCMA issue or provide me with the material/stain information I requested or address my complaints regarding the delivery of one wrong cabinet and missing parts on others. They delivered the wrong size Lazy Susan resulting in my contractor having to make three trips to their ware house. One to get the right cabinet and two more times for missing parts. He then had to assemble it when I had already paid for its assembly thereby costing additional time and money. A spice cabinet was sent out to me with the inset only and no cabinet. Trying to track down this information and missing parts has wasted my time, my contractor's time and in turn my money, and has resulted in work delays. I truly regret doing business with this company. In my research I found some disconcerting things. This Company has had 7 complaints with the BBB and has a D rating. It also appears that this company has changed names several times as I have found the same address, phone numbers and web photos associated with, Closeouts Cabinets and IPC. I do not even know who is who or who I am really dealing with in this merry go round of names. I encourage you to do your research if you are thinking of doing business with this company. I sure wish i had done a simply internet search before purchasing my kitchen cabinets, because I would never have dealt with them. SWCC offer a lifetime warranty - I'm not impressed as you are only as good as your customer service and theirs is non existent. My experience with this company has been shameful.