Out Of The Woods Custom Cabinets and Countertops — Local services in Layton

Update Read the owners response and you'll get a glimpse of what kind of customer experience you can expect. He apologizes for "the way I choose to feel"... Zero accountability and nothing but excuses. I don't care what setbacks you had, none of them were communicated at all to us unless I came asking. Also the install dates you listed are incorrect. Cabinets were installed 8/20, which is exactly the last day of week 15. Countrtops were 2 weeks later. Poor communication, blame and excuses are what you'll get. I didnt want to leave a negative review. You came asking for my experience.**

Our experience with Out of The Woods was not at all what we expected or hoped for. The final product is great, however the customer service and communication of our experience was quite unpleasant.

From getting the initial bid to completion seemed like we had to beg for their business. We received multiple bids for our new construction project of a kitchenette in our basement. Out of the Woods was the highest bid and also the longest timeline window for project completion. We decided to go with them though because we thought they were a highly reputable and desirable company to work with and also thought we were paying top dollar for a top quality product and customer experience.

The window they gave us was 16 weeks out from our deposit. Many mistakes and miscommunication occurred during that time.

We were given a 3 week window that our cabinets were scheduled for production. At the beginning of that window we were given a 10 day window of an install window, that was on the last days of the first window. We rearranged our schedules to accomodate and I never heard a word from anyone until I went asking for information 3 days before that window they gave me was up. During this window they also contacted me to come and measure for countertops, when the cabinets hadn't even been installed yet. Also I received an invoice for my remaining balance before cabinets had even been installed saying it was due the day they had scheduled for install... This was quite an unexpected and unpleasant surprise. Cabinets were installed on week 16 and countertops were installed on week 18.

Our project manager was very reactive instead of proactive. I always had to come begging for information and they were very dismissive of any concerns or questions. They gave us very generic answers that seemed to dodge the questions we had.

When the cabinets were installed they used a plywood as a backer board support in 2 locations that are visible. Yes... plywood... This was unacceptable and I asked for a matching material to be used. They did correct this without hesitation.

They contracted out the countertops through a 3rd party and we didn't know they were coming until 4 p.m. the evening before. When they showed up, they changed the countertop cuts and seams without any communication to us. Instead of 1 seam we now have 2. They were installed well and the seams are not very visible.. However The countertops are only installed with silicone as an adhesive. No mounts or actual adhesive used... I questioned the installers on this and they told me the weight of the countertop will hold it in place and a silicone caulk to cover gaps is all that's needed...

Overall we are happy with the final product. The cabinets and countertops seem to be top quality and look beautiful. Unfortunately we held higher expectations in regard to communication and consideration of our time and planning. They missed the mark on that one. The product they sell is great, but I think they're used to dealing with builders and contractors instead of homeowners. They certainly seemed irritated that we were so closely involved and asked for clear communication throughout the process.

I would probably not use OOTW again, just due to the poor communication and excessive timeline for project completion. We are happy with the final product, though. If you aren't an involved customer and don't expect any detailed and accurate communication throughout the project, then they're...

Working with out of the woods was a disappointing experience for us. We actually went off our builder’s list to choose this company as we had heard good reviews. We’d met with Shawn who was charming initially but we had nothing but problems after we signed the contract and put money down. He was never in when we called. We tried to pin down install dates and were told it could be anywhere from 2-3 days to 2-3 weeks. We were trying to coordinate stuff with the builder so it was important we had some sort of idea.

I feel like Shawn didn’t listen. I would text and email since he was hard to reach by phone. He would ask me several times even though he had a previous email or text to refer to. Or he just wouldn’t reply. When we got closer to install I went in to finalize everything. He wasn’t in but another gal helped us. I watched her plug the info into the computer, she printed out the final contract, and we both signed.

Install day comes and they show up with the bathroom counter cut completely wrong. The install guys are panicking. I get a call from Shawn telling me that the signed contract says otherwise and basically hassling me saying it’s my fault I didn’t tell him where the sink was. THANK goodness I had the signed contract showing that what I had said was correct. He backed down after I text him a picture of the contract and showed his installers as well that the mistake was on their end, not a miscommunication with me. They had to make it right because the error was on their end but it delayed the project. The install was sloppy. There is some sort of dark gray glue at the seams. Gaps in the counter and wall. Glue-looking thumbprints around the faucets. I regret this every time I go into my kitchen, but who has the thousands of dollars to change?!

The worst part was I tried to call the management (Matt?). I would want to know about my customer’s experience and felt that I owed them that. I was sent to his voicemail as he also “wasn’t in.” I left a message and never heard back. So I made the attempt to discuss this all with them!

I got a call later saying I still owed them money, even though I have the original contract and we used less counter because of our double oven setup. I tried to talk with him about it to find where the difference was and asked for measurements or some sort of itemized statement. I ended up just paying it to be done with it. My builder had already paid and we had closed on our loan.

We closed on our house 6 mo ago and I wasn’t going to write a review... until I got a text recently from Shawn asking me to do a google review and says: “don’t forget to mention your favorite sales guy.”

Update: After writing my initial review, I got a call, text, and email within an hour. Next thing I know the salesman is knocking on my door!!!! I wasn’t even home from work. My husband called me at work about it; he is aware of the concerns he didn’t feel comfortable taking about them with our unplanned visit. Not even 24 hours later they posted the reponse below...

So when I finally did get the time to contact the company, today, less than 24 hours since heir initial follow up, I spoke with Joe. He doesn’t want to hear about my experience, only wants to focus on a solution. The industry is very busy. He is going to send someone other than Shawn out to look at my counters. So, to be...

Unfortunately, my cursed vanity was doomed from it's inception. It began with lost paperwork in a deep dark cabinet. Then when created and installed, the granite counter top had a chip in it and the sink was installed crooked. The feet, that I told my husband I had to have, were not painted all the way. I spent a week trying to figure out what was going on with the installation of my mirror. I was told by multiple people, Brandon and Jared, they would get back to me about the mirror and didn't. I then found out a week later, after I called again to inquire about my mirror, that it had been broken and another built in it's place. I was told when my mirror was installed, they'd fix the missed painting on the bun feet. However, the guy installing the mirror wasn't informed about fixing the paint job. The granite guy who was supposed to fix the crooked sink, and rock chip, was supposed to come at the same time as the guy who installed the mirror. Unfortunately for my cursed vanity, the granite guy didn't show up and didn't let me know he wasn't coming. I then contacted Out of the Woods again to clarify the mix ups. I was told the granite guy would be coming later that evening. The granite guy showed up but with a terrible attitude and was very rude to my husband. Again, unfortunately for my cursed vanity, the granite guy attempted to correct the sink, only to replace it with another crooked sink and chips all over the inside of my vanity. I now am the owner of an expensive vanity with a crooked sink and a mirror that wasn't painted evenly. I began this unfortunate tale in April and finally gave up in August. At this point, I'm just done with trying to fix this vanity. It seems like the more I want this vanity fixed, the more it resists my desires, for it is cursed.

However, if you’re already in the middle of a project with them, I recommend only conversing with Robert. He is the single greatest person I worked with. He showed up at my home promptly and went above and beyond to make sure I was happy when he left. That single star is for him and the wonderful customer service he gave. Hopefully, your projects are not as cursed as mine. Good luck to those who use Out...