ComplaintsforUS Cabinet Depot

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 10th 2023 i ordered and wired funds for kitchen cabinets from US Cabinet Depot through one of their dealers Terrillian Cabinets LLC PO Box ****** ******, ** 32762.Upon receiving the cabinets to my home and offloading the last box we recognized the pallette was infested with termites.I reported this to the dealer who stated he submitted a claim with the company who is has denied the claim.I received product that I can't use and won't take the risk of placing these in my home. I've been saving for some time now to be able to purchase my cabinets and spent a lot of money to purchase, shipping and clearing customs and on top of that due to termites had to have my property spayed to prevent any termite infestation should any have gotten away.

  Business response

  02/08/2024

  We at US Cabinet Depot take immense pride in the quality of our products, the excellence of our facilities, and the dedication of our services provided to our esteemed dealers. We are genuinely concerned to learn about the challenges faced by the customer associated with one of our dealers.
  Upon reviewing our records, we confirm receiving an order from the mentioned dealer on November 11th, 2023. The order was scheduled for pickup on November 29th, 2023, from our *************, ** warehouse. While the order was designated as a "Warehouse Pickup," the dealer requested preparation for overseas shipment. Subsequently, the order was transported by the dealer's pickup equipment to a freight forwarder's boat, unaffiliated with us, and ultimately to an undisclosed destination. It's worth noting that over 30 days passed since the shipment left our warehouse.
  On January 3rd, ****, we received a claim from the dealer regarding a single cabinet believed to show signs of termite damage, with no indication of infestation in the other items. Our thorough understanding indicates that had there been an infestation originating from our facility or materials, it would have likely affected multiple products, which is not the case here. Furthermore, the extended transit period with carriers not of our choosing falls outside our claims timeline, precluding us from addressing it under our terms and conditions.
  After careful consultation with the dealer, it was mutually agreed that the claim should be pursued with the freight forwarder, relieving us of further involvement at that time. Rest assured, US Cabinet Depot remains committed to standing behind our products and supporting our dealers. In accordance with our policy, we are prepared to provide a full refund to our dealer upon the return of the cabinets to our warehouse.
  Given that transactions were conducted exclusively with the dealer and not directly with the individual in question, we must adhere to our established procedures and terms and conditions. Upon completion of these necessary steps, we will promptly issue the dealer a refund to facilitate resolution with the customer.
  We sincerely value the opportunity to assist in resolving this matter with our dealer for the benefit of their customer, despite our limited involvement in the alleged appearance of insect damage. Thank you for your understanding and cooperation in this regard.

  Customer response

  02/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Oral *******

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