Heartwood Kitchen & Bath Center — Local services in Saco

Received a strong recommendation for a designer at Heartwood Kitchen, but parted ways after the designer missed their own self-imposed schedule for preliminary design several times over a period of four months. We have absolutely no deliverable to judge the quality of the designer's work upon because of their excessive lateness. This designer over-promised with no pressure from us, consistently failed to deliver, understood our expectations and acknowledged their failures but took no action to correct the issue. Stunning lack of professionalism. Full details below.

-April 6: Initial contact; was told by designer they were busy and it would be a few weeks until "measure day". When I asked, "busy" meant a few weeks. I informed the designer that was better than we expected and we understand everybody is busy now but to just keep us up to date if that schedule changes -April 18: designer visited our house to measure the kitchen. Quoted us a "couple of weeks" for a preliminary design and budget. -May 6: (three weeks later): contacted designer who apologized for being late and said a "couple more weeks" -May 24 (three weeks later): designer apologizes for being late; I remind the expectation we established early on: "schedules change which is okay but keep us informed". Designer tells us designs will be done in two days. -June 7 (two weeks): e-mailed about schedule; informed "it's 90 percent done, it will be done tomorrow afternoon" -June 16 (a week and a half): contacted designer who said "everything is done except one quote from the manufacturer; I'll have it to you tomorrow". Being in a related industry, I know it's very uncommon to contact a manufacturer for a quote on a preliminary design. The planned remodel isn't that nice to justify manufacturer quotes on the preliminary design. -June 17 (due date): no response from designer, no design, no budget. June 27: I reach out again reminding the designer of the schedule and our expectation to kept apprised when the schedule changes. No response. -Two months go by without any response to our voicemails or e-mails. -August 4: designer contacts us, apologizes for being so late, and asks to re-earn our business. We respond by inquiring where the design stands (again, recalling that we were waiting on one quote and there should be no work left to do). No response. -August 21: call the designer and issue a firm deadline of August 26 which is well understood. August 26: no design. August 27: designer informs us of family issue, apologizes. Promises August 29. August 29: no design, no communication. August 30: we notify designer that they no longer have our trust and confidence and we will no longer...

We liked the vanities we got but working with this company was not a good experience. The delivery dates got changed several times and caused big problems with our contractor. We wish we would have been told from the start that Heartwood would not hang the mirrors, or put in the knobs on the vanities, even though we bought them from them, and that the countertops would come from somewhere else, separately. Our contractor refused to put in the knobs and we were lucky that Jeremy, from Heartwood, eventually came and did it. The countertops (from Shad's) are gorgeous. We wouldn't use Heartwood...

Myself and my girlfriend were looking to do a kitchen remodel at our new condo. A very friendly man on the sales floor helped us out and promptly scheduled a day to look at our current kitchen to get measurements. He showed up, took measurements and said he’d email us with drawings and a cost breakdown. From this point on, a very serious lack of communication began. Days would go by with no email response and we never ended up receiving a cost breakdown after asking several times. It has now been 23 days of silence. We are very disappointed with the lack of communication and...