Cabinet Stone City — Local services in Dallas

Update 7/14/2017: Almost 4 months have passed-still no direct contact by owner to find resolution. Note the "F" rating with Dallas Better Business Bureau and failure to respond to BBB complaints.

Caveat Emptor-let the buyer beware! Check your merchandise before delivery and installation. Carefully inspect your cabinets at the store before final payment and delivery. Do not pay in full prior to installation. Look elsewhere. I have since found that there are many other vendors in Dallas with similar products at similar price points. A complete fail in product quality, customer service and satisfaction.

The product delivered to me had a really poor, sloppy factory stain job. The poor finish does not demonstrate "artisan craftsmanship." My problem has not been solved and the vendor has failed to follow up with me twice. Each time I have initiated contact the owner has not been available by phone or in store.The owner has not yet made herself directly available to resolve this matter and has not contacted me directly as requested. Every contact with the vendor was initiated by me, each time ending with a request for the owner to directly follow up with me. To date, that has not happened and no copy of a factory warranty has been provided.

The only solution offered was for me to buy a new set of cabinets and pay in full again before delivery and installation (at 40% off but why would anyone be foolish enough to pay them again). The problem with the stain can be resolved by replacing some doors and drawer fronts but that offer has not been forthcoming other than offering to replace one cabinet door, any more and I have to pay for new cabinet(s). There are other possible solutions that have not been explored because the owner will not contact me.

If the owner was truly concerned with the quality of the product delivered and customer satisfaction, she would have directly reached out to me as requested, arranged a visit to personally inspect the cabinets and tried to find a solution. I invite the owner to directly contact me, arrange a time to personally inspect the cabinets and explore suitable solutions to the problem.

As a side note, these cabinets were purchased to replace cabinets purchased from the predecessor store at the same location, Rockywood Cabinets, that were damaged in a fire. The excellent customer experience from 2011 with Rockywood stands in direct contrast to the customer experience with Cabinet and Stone...

I had hired a contractor who did business with this cabinet company and took me to their warehouse to choose what I wanted. We did and I picked out what I wanted and was told if I paid cash I would get a 5% discount I also paid a couple hundred extra to have everything assembled. At that time we were told the cabinets would arrive mid week of the following week. I also had to pay in full.. surprise, surprise.. it took almost 2 weeks for the cabinets to come in and the vanity wasn't in the same design.. yet another delay. It's been 4 months and the cabinets are following apart. They are telling me it's an installation problem and not their fault. I told them that I paid for them to assemble and they were intact when picked up . The problem is that one of the drawers came right off the runner. They were not attached properly. Nothing to do with the installation at all. Also the vanity has a piece of wood on the underside and that isn't even secured to the underside at all. Again not an installion issue , but an assemble issue . The manager " Jin" was so incredible rude and told me I would have to pay for a service call or to bring it back in to them and they would replace it. She told me that they do an inspection of the cabinets before they are released for pick up.Clearly they did not. I told her that I have a husband with a terminal brain tumor and has had a stroke leaving him unable to use the left side of his body. I don't have the time to bring it back to them. That would mean I would have to take the runner that is attached to the cabinet off as well. Interesting that they would replace it but for someone to come out , I will have to pay for a service call. This should be a warranty issue and I should not have to pay a service call . They clearly were not built properly. This company does not stand by its product. The service call isn't that much, $50, but I shouldn't have to pay , It's not a simple just put it back on the runner ... there are parts of the metal runner that have to fit into the drawer. Bottom line , Vicky and Cindy were good to deal with, but " Jin " obviously missed the customer service class. I also have no problem with telling everyone my unsatisfactory experience with this company.

UPDATE: As it turned out I asked them to come out and was prepared to pay the $50 . They never showed up and when I called I was told I would have to pay $150. I never had them come out …....

Do not order from this company. They are no longer cabinet and stone city, they say they are no longer affiliated, and will not back up or gurantee any warranty work.

I ordered cabinets in April 2016. My installation was done in June 2016, and completed mid month. During the installation, I came home ad found beer cans (empty) in my kitchen. I called and spoke to Yong, the project manager at the time about this. He called back, and admitted that his guys had been drinking on the job in my house. He apologized and sent a different crew to finish the installation.

Now, 4 months later, I have cabinet doors that all literally falling off of the hinges because the wrong thread size of screw was used. (probably because the installers were drunk). I've called multiple times to get repair work done. A different project manager (Yong has left the company) was going to come look and he showed up 2 hours late, after I had to leave for another appointment. He never would reschedule, and now he's been "transferred" to the east coast?

The new manger is a lady named Jen. I spoke with her regarding the problem. She told me she had no appointments available, and I would have to call her corporate office. Then, out of the blue on Halloween night at 5:45pm the same guys that did the installation, (the drunk guys) showed up at my house saying that Jen sent them. I would not let them in, because they are the ones who caused the problem to begin with.

I called the following morning to speak with Jen, and she told me they will not honor any warranty work, they are no longer affiliated with Cabinet and Stone City, and she hung up.

I DO NOT RECOMMEND THIS BUSINESS. Do not use them. Shop around and go somewhere else. They are no longer who they say, and they will not honor warranty work.

I have filed a complaint with the BBB, and I am now going to have to hire a contractor to do the repair work on my kitchen. I am also going to take them to court.

In response to the reply from Jen: You came to my house with Yong when the installation was complete. He introduced me to you. You are a liar and a cheat. Additionally, if you claim to have no knowledge of my files, why were you able to look them up on October 31 when I called and spoke with you? Again, I encourage people to not order cabinets from this company. The current new management is dishonest, and will not honor...