Kitchens21

On Jan 22nd, 2014 I ordered the pieces for a master bath vanity that I'd selected through Luis at their store-front in Glen Allen. I'd gone there a couple times previously during business hours only to find no one there and the store closed. I wish I'd heeded this as a warning sign. I was told if I ordered before Thursday they should deliver the following Monday as Mondays and Thursdays were their delivery days. I ordered on Wednesday. The *following* FRIDAY, not having heard anything I called and Luis told me he'd spoken to the factory and they were delayed due to weather. He was a bit dodgy on whether they'd arrive on Monday or Thursday of the following week. He also said he thought he'd emailed me but had the wrong email. Mid-week the following week I called, still not having heard anything. Meanwhile we have a piece of granite on hold awaiting the cabinet for sizing and sink fitting, as well as our bathroom in a shambles awaiting this vanity. I reached someone who, when I told him my name, quickly told me that Luis would call me as he was "with a customer". I waited all day. Let me also add that not only are they often not there during business hours, they don't answer their phone either. I called many, many times throughout the afternoon and it would ring unanswered or go to a bogus VM system, unable to put me to Luis' VM. I finally decided to call the factory. They found my order and told me it was not being released, that Luis had called last week and they told him this; that he needed to have his boss call. He had also called this morning and was told the same thing. They said the delay was NOT due to weather. I told them I'd paid in full and said I suspected this was financial. The woman politely declined to respond, again saying she couldn't say and that I'd need to speak with Kitchens 21. After several more attempts calling I finally got Bob, the store manager, to answer their phone. When I told him my name he said he needed to speak to Luis. I grilled him pretty hard about when would my cabinets be delivered, what was the delay, would they be in tomorrow, could he assure me of this, etc., etc.? Bob stammered, unable or unwilling to provide an honest answer, still claiming weather delays. It was after this that I told him I'd spoken to the factory and that it was not, in fact, weather delays. I asked him outright if he had failed to pay the manufacturer after he'd collected my payment in full? I requested the order be cancelled and that he issue a refund to my credit card AND send me proof. I also immediately filed it as fraud with my CC company. There were several signs I should've taken as a warning. Not being there during their posted hours, not answering their phone. Bob, the manager, not being able to answer the most basic questions about the cabinet construction; were they full-frame doors, plywood or particle board, type of wood, etc. etc. Not having the ability to run my CC to pay (Luis said "most people write them a check"), but requesting I write my credit card info on a form for his mgr. to run at home that night. Uggh. I have had to go through a different distributor provided to me by the factory and pay again while I await credit to my account. Do NOT use these people and for heaven's sake do NOT pay them in advance should you choose to use them anyway. You'll waste a lot of time, effort, emotion, AND money trying to get your order. I'm just thankful I didn't have a much larger project, such as a kitchen, held up due to their incompetence and/or financial instability. We will be doing a kitchen remodel in the future and know who NOT to use now.