Stone Creek Furniture — Local services in Chandler

FACTUAL UPDATE WHAT OCCURRED ON NOV3, 2021: COMPANY CANCELED ORDER Updated review Nov 3, 2021: THIS REVIEW IS FACTUAL AND FIRSTHAND ACCOUNT OF EVENTS THAT TOOK PLACE.

Once again, this business has deeply disappointed us. With several date changes and deep discussions with customer service and owner - Ryan Jones, owner, promised by the professional customer service guy D. He told me after speaking with the higher ups, the fireplace wall unit would be delivered/installed on Nov 4 and no later. (I do have the transcript of this voice msg left by D) They would call on Nov 3 to schedule morning or afternoon install.

Today, Nov 3, my husband called and it reschedule one more time!!! Shop hasn't even started building it! WHY?

Ryan Jones and I talked calmly to each other over the phone He told me that it was first he heard of the problem. UNTRUE.Reminded him of conversations with customer service. Customer service talked to him and higher ups and at morning meeting. When reminded of the below review and his response. He remembered.

Ryan Jones continued to try to assure me that the unit will be built and installed on NOV 12th. He stated his mark on it which gets priority. He would send me emails with updates on unit progress which was fine. I wanted to see pictures of the progress. I, at first, wanted one everyday or every third day. I was no longer able to trust just words. I needed to have a visual for reassurance. He said they couldn't do that and I tried to negotiate with one picture when halfway done. Apparently, this was too much to ask.

Ryan Jones abruptly stopped the conversation. He continued stating he couldn't work with unreasonable customers.. To me, it seemed he couldn't work with a client holding him accountable for what was promised or statements said.

I was okay with the Nov 12th date if it was truly being installed on that date.

Within an hour of conversation, my husband went to the Chandler location to pick up our down-payment refund. There was some issue with refund processing since it was paid for with debit and a FED stimulus debit card. It was taking a while and my husband's voice has attendance to carry across the room when we has speaking to staff. He was asked to leave the store but still didn't have the full refund and waited outside for it. While, waiting outside Ryan Jones did have words with my husband. Since, did not directly hear the conversation I am unable to comment on it.

To make clear: this review is not about craftsmanship or how beautiful the unit would be in my home. I have no doubt it wouldn't of been amazing. --AND-- Yes, we did for warn them that reviews would be made and it would be truthful and factual. We did get a full refund of deposit.

I'm deeply disappointed in this company and how Ryan Jones chooses to run it.

It deeply saddens me the sales gal won't receive her commission.

++++++++++++++++ first review below +++++++++++++++

I don't understand why when we called at the beginning of the week you had no idea that the fireplace/cabinet piece would not be completed in time for delivery/installation on Fri, Oct 22. You wait until the day before to reschedule it for 2 more weeks. My husband and I rearrange schedules to accommodate your delivery date. Not only once but several times. We also have to call contractors constantly to change dates for other projects that depend on the installation of the fireplace. You have not only inconvenienced us but other business as well. I think it is very inconsiderate on your part.I have no worries of the quality of the product and am sure it will look beautiful. It's about the communication and false promise. It is sad to see a company that was considered to be a superior business fall so fast. This review is in response to pure frustration. RESPONSE TO COMPANY REPLY : I am sorry if you feel we are defaming the company. What I stated is factual and I did not falsify what has occurred. Please contact us by email to...

Part 1: This is the absolute worst company I’ve ever dealt with. Frankly, I’m shocked they are still in business. We went to the Chandler store at the end of February 2021. We were told the project (a triple barn door pantry, a small bench and a file cabinet) would take 8-10 weeks to complete. We put in the order mid March and, paid half down and were told to pay the other half upon completion. It was supposed to be completed and installed by May 21. Lorrie (the sales rep) was contacted by us in early May to confirm it would be done on time. She confirmed that - Yes, everything was running on time. Well, May 21 came and went and, they haven’t even started our projects yet. We called her and were informed that it hasn’t even gone to engineering yet let alone the floor to be cut. All we heard were excuses after excuses about how it’s COVID’S fault, they can’t get workers to come into work, people are walking out, workers are sick, etc. You name an excuse, and we’ve heard it.

At 12 weeks, I asked her if someone walked in the door today and wanted to start a project, what time frame are they giving them. She advised me 12 weeks. Well, I asked how can they give that time frame as it’s unrealistic because, it’s been over 12 weeks for us and, they haven’t even started our projects yet. She said, it’s what she has been told. They just lie & lie & lie to get your money. Had they just been honest in the first place with the time frame to get things completed, we would have at least had the option to go elsewhere if it were too long for us.

Because of their lies and deception, we had other home projects on hold as we needed these items to be completed first. We really needed the Triple Barn Door pantry so, I asked them to please just get that done and, we can wait on the other two projects. So, I was assured they would start the pantry the following week. Of course, that didn’t happen. More excuses about why they couldn’t get it done.

Well, 18 weeks after we first initiated the project, they called and wanted to set up an appointment for install & said all 3 pieces were complete. So, on July 20 the owner’s son RYAN and, another install guy came out to install the three pieces. They were both very nice and, apologetic for the amount of time it took to complete our projects. However, the job was still not complete. We owed another $9500 and, Ryan insisted on having us pay in full even though the project was not complete. We paid them $8500 and held back $1000 until it was complete. Our mistake as they got most of the money & were in no hurry to finish up what they needed to.

What was incomplete were the Barn doors didn’t have the handles I ordered and paid for and, didn’t have the sliders on the bottom so, they glide. There was also a large gap in-between the middle barn door that needed to be fixed. The file cabinet had 4 drawer faceplates that were not stained fully. When we ordered the bench, we ordered it too long (our fault) and, asked them if the could fix it & let us know how much it would be. Ryan advised that because of all the hassle of waiting so long, he would fix it for no charge and, add a seat cushion. We were fine with that and, were satisfied because, of the wait we have been through with them. They said it would be 3 weeks to complete what needed to be completed. I called a month later as we still haven’t heard from them and, spoke to Ryan and advised him I was going to do a chargeback of the $8500 and, will repay it back with the $1000 owed after they finish the project. He was so angry that he hung up on me. This is the owner’s son. How unprofessional is that? Who hangs up on a customer? Horrible customer service from him. I dealt with Tammy in customer service several times and she was wonderful but, really all she could do was tell me what she was told to say.

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We love our custom kitchen renovation and expansion into our dining area. We chose Rift Oak, which is cut like a slice of pie out of the log, along with contemporary square edge panels and trim. Oak is the hardest "hardwood" and is less likely to be damaged with normal use. The growth rings in Rift Oak are visible if you have a stained finish. The black shadow box design on the top of the cabinets and at the ceiling is very attractive.

We had our kitchen gutted and pre-work completed while on a European vacation. We returned for three weeks and the installation was completed before we left again for the rest of the Summer. The actual construction after we approved the final docs took about four weeks and the project was delivered on schedule. We closely managed the review dates and other critical timeline items prior to the release for construction to help ensure it "came together" before we left on vacation.

Stone Creek's installation and construction crews and their sub-contractors are both creative and excellent craftspeople. Our new 650 cfm vent fan insert is relatively quiet with the converted 6 to an 8 inch dia. vent pipe.

If you want fine custom furniture and cabinetry, with many hidden details like cabinet back inserts and bottom inserts, at a fair price and not big box or discount cabinet store particle board construction , this is the place. Stone Creek is very knowledgable and can do nearly anything you can think of. Recommend reviewing kitchen books for ideas if buying a kitchen.

Don't focus on items that can be added later or handled during the contractor visit(s). Final dimensions can be adjusted after the preliminary engineering design is completed. This was the case with our island that replaced a peninsula. We went with more drawers than cabinets and two floor to ceiling pantries have finished interior soft close drawers. All doors, external and internal drawers have the soft close feature. Our new Miele Combination Steam oven was designed into one of the pantry cabinets and our drawer microwave was designed into the new island. We also had a new floor to ceiling hutch made for our server room to match the kitchen. The crinckle glass doors and wine rack are beautiful. The kitchen lazy "Susans", spice door/drawer and the sloped spice jar liners in another drawer are very useful.

Best of all the furniture is made in Chandler, AZ. behind the showroom. Several years ago we had Stone Creek fabricate and install a built in office and credenza along with a custom entertainment cabinet. This is truly custom all hardwood furniture and cabinetry. Rick, Ron and Barbara have been very patient with our numerous requests and changes. Their 3-D drawing imagery was very helpful (and easy to modify!) in visualizing the design. We originally pursued the project with a kitchen and bath specialty store but became frustrated with...