I expected the finished products to match the drawings. Only 1 small free-standing item did. The tops of the other 2 free standing items had unexpected overhangs. One of the free standing cabinets should have had a divider with 1 shelf on one side and 3 shelves on the other, but there was no divider, and it had a total of 3 shelves. The built-in closet was not initially built in at the top. Another installer came and built it in completely but with lips that I did not expect. I was very disappointed. The owner visited, offered to discuss possible alterations with the shop, but could not guarantee that it would meet my expectations. and left me in tears.
- Approximate cost of services:
- $4,000.00
- Company Response
There were many factors leading to this customer's dissatisfaction, and her frustration is entirely justifiable. It is a shame that she did not post photos of the work done. They would show cabinetry of good quality, with efficient storage and clean lines. Errors were made in execution, and Space Solutions did make an effort to address them. Some details are not always easy to convey on drawings, but the valance she says was a surprise was clearly indicated, and the installation of it was entirely in accordance with industry standards. The overhangs on cabinets, while not indicated on the original drawings, were intended to be an enhancement as a finishing detail. Unfortunately, at this time the owner of the company was on vacation, an installer’s off-the-job injury caused us to be short-staffed, and other issues, led us to drop the ball on communication with this customer, and our initial response was substandard. Not fully understanding the nature of her concerns, we did send an email to the client offering financial compensation for the small errors, and received no reply.
But there is no question we could have done better and this review has brought about a procedural change and a re-doubling of effort on our part to personally visit each and every customer that has a post-installation concern. Our business grows every year and we are convinced it is due to the attention to detail and willingness to do whatever is necessary to serve the customer. We strive for perfection and clearly we missed the mark in this case. We will keep trying to do better.