Randy B.

They are very slow, so my experience was the same as the others in that regard. Fortunately, this was not a problem for me and did not impact the pace of my "do it yourself" project. I did call on a couple of occasions and got responses with excuses. On a final call I was told that X had called two weeks ago to tell me they were ready and left a message. If so, it must have been garbled, as we had no recollection of any message left. Even if true, why did they not call again when there was no response from us? Also, we live about 2.5 hours from their plant so we decided to pick up ourselves to avoid the risk of any shipping damage, there was no shipping charge.

So we made the trip to their plant and picked up our rather large door (27" x 72") and drawer front and drawer box. They were very well packaged, so we did not open and just loaded into our SUV for the trip home. We opened the packages at our home and everything was perfect. Excellent construction and materials. The paint job was perfect. No damage whatsoever. So very pleased. I was concerned the large door might have some bowing or warping but not a problem. The hinges were easy to adjust for a good overlay fit. It has been over a year and the door and drawer are performing just fine. I could not be more pleased.

So here was our main issue. We paid them to paint the door and drawer front professionally to match existing cabinets and trims that are a standard Sherwin Williams color. While the paint job was well done, once installed it was obvious that the colors were not a match - close but obviously not the same. I called on this issue and sent photos as evidence and got no help, just excuses that it was in fact the SW color we ordered and that my older materials in that color probably changed tone over time. All of this is fiction. The new door was against framing I had just installed and painted in my SW color. Over the 10 years since our home was built, I have done a lot of projects with SW trim and door paint in my color that was bought in different stores and even in different states. I have probably used 6 or more gallons of the stuff in the same color. There has never been a matching issue, the paint has always matched perfectly. You cannot tell old from new. They finally said I could return the doors and they would repaint, but this was not practical from a cost perspective and I did not want to make the drive to their plant again. Plus I was not interested in risking another long wait and a wrong color again.

So I paid for painting that I had to redo with no reasonable solution offered. My guess is that they used paint on hand or painted along with another order that was a color similar to my SW color. They probably figured "close enough" and that it would be OK. Obviously I do not know for sure, and I guess it is possible that SW botched the mixing (although that would seem the least likely scenario). I can say the guy who helped me on pick up was great, they seem to have a decent size facility but could not tell if they manufacture there, and I could see several designers at their desks. One appeared to be working on a rather large full kitchen design.

Why do they have issues with non-timely delivery? No way to know for sure. But as a business man, I speculate that they probably give priority to large orders and batch smaller similar orders for efficiency. So if your order is "small" they will get to it when they can batch it with another order(s). And if you have a timeline to meet, then they are not a good choice as the risk seems to be high that they will not meet your timing expectations. In my case, would give them a 5 on overall quality and would use them again if timing is not an issue (but would not have them paint). But their failure to meet their order timing commitments, poor communication, and getting my color wrong with no realistic offer to make it right causes me to downgrade my overall rating significantly. My sense is that you will get a great well built product, but you need to be aware of these other risks if your use them.