Home Depot /Kraftmaid Horror Story

Original poster here.... I guess the reason I ordered from a Hardware Store (in answer to one poster's comments) was that I had a good experience buying a lower end Kraftmaid product from Lowes. No problems. It was a Thermofoil white shaker type kitchen -- very small -- for a rental and it was very easy. Originally, I was just going to go to Home Depot for a design but liked the designer there. In retrospect, I should have checked custom places (which I have done subsequently). I found that I could find much better designers, better quality, better selection and BETTER PRICES at local custom shops. Well you live and learn.

The supposed reason for all the different shipments was because the mullion glass cabinet doors were for some reason handled differently within the company. It was a serious problem that they sent the stuff no signature required. Kraftmaid is a Ohio company which seems to think that they would just leave it on a doorstep behind a white picket fence. But beyond that, you have to sign a release on your contract to allow for no=signature required deliveries, where there is real risk of theft and damage. I never did that.

Also, another difficulty was the fact that I bought a "glazed" kitchen, Bisque. I really wanted white, but Lowes and HOme Depot do not sell white cabinetry other than Thermofoil in all the lines and I let myself be sold a glazed product. This is a tricky process and if not done with care and shipped when completely dry, you can have a real mess. Also the doors that I chose were a "new" style to them and they had obvious manufacturing problems.

I will be getting rid of this kitchen, which I loathe and will be starting over. I arm twisted Home Depot into a pretty sizable refund and am still struggling to get them to refund everything and take it back.
If that doesn't happen, I found a great organization which I will donate it to.

Anyway, brownstoner friends, caveat emptor! Thanks for your comments.

Posted by: donatella at July 14, 2006 11:30 AM

About FEDEX deliveries, there are actually two ways that they can send -- they can send signature required, which is more expensive and more safe obviously. You can either sign for it when you receive it, have someone else sign for you, or sign their little paper that they stick on your door telling them what to do with it when you are not there, i.e. give it to a neighbor.

Or someone could send you something the cheapy way -- no signature required. This is the drive by delivery - they fling it out the truck, hoping to hit some soft dirt and get it close to your door. Actually, in the midst of one of my fits of apoplexy, a kind Fedex person explained the procedure. When a sender sends no signature required, FEDEX rings doorbells and makes an effort to give directly to receiver and if they are unable to, they then leave it outside.

The problem here was Kraftmaid. It is irresponsible to send packages this way in New York City. And it was not in compliance with the Home Depot contract, which requires permission from the receiver to get a delivery in such a way. This is permission I did not give them. After each mysterious delivery I made complaining phone calls to everyone, in escalating intensity. It was the nice lady from Toronto, who explained the policy. So there it is, for whatever its worth.

Posted by: donatella at July 14, 2006 1:32 PM

Home Expo does brand itself as the higher end design arm of Home Depot; I am glad you have had good experiences. Home Depot is really different as a store and the Hamilton Avenue Home Depot is a zoo, a horror show, a preview of hell.

Another fact that can help someone is that if you hate the cabinets you ordered, in my case I detest the glaze, they are required to take back the whole thing (there is a restocking fee) but you can't have started installation.

Posted by: donatella at July 14, 2006 5:06 PM

I went berserk when I saw this kitchen and like you I find it astounding that they treat the cabinets as the product, when they are only 30% of the value of the product, the doors being the other 70%. Because my contractor nailed in the cabinets, Home Depot said that I couldn't return them. The Brooklyn Hamilton avenue Home Depot is a nightmare and I couldn't get people on the phone and I started showing up at the store. After multiple visits (had to take off from
work) I finally wangled the Store Manager to meet with the district manager who agreed to give me a partial refund. They then insisted that I follow up with the Kraftmaid rep who then determined that I would need all new windows, drawers, and panel doors. I am waiting for that now. If they are not perfect, I am going to raise hell again and try to get them to take
them back and get all my money back.

Actually, I decided that I was going to replace this kitchen and go to a custom cabinet maker, no matter what happens but I would like to get all my money back. If not, I will donate the cabinets for a full sales price income tax deduction.

As for you, I believe that Home Depot's policy (at least this is what they keep telling me) is that they will take back the cabinets (less a restocking fee) if you want to return the cabinets as long as you have not installed them. If you are willing to start over,
I think you should be able to get your money back.

You can escalate the issue a couple of ways:

1) Report the incident to your credit card company, even if it is Home Depot. They will agitate for you.

2) Report the incident to Home Depot Customer Care (not the best).

3) Report them to your local consumer affairs.

4) Escalate the issue within Home Depot beyond the kitchen people to the store and district manager.

I think in your case you could get your money back if you want. Good luck to you (us).

Posted by: donatella at July 26, 2006 3:58 PM

Oh, and Michelle, the last recourse and the worst, but certainly open to the both of us is going to court.

Posted by: donatella at July 26, 2006 4:00 PM