ComplaintsforBrighton Cabinetry

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vendor (Brighton Cabinetry) has breached their delivery dates and slipped for 2+ months. Several cabinets that have been delivered with missing pieces, non correct size, etc. There are several that still have yet to be delivered even though they acknowlege that delivery is scheduled.

  Business response

  08/04/2023

  We did have some brief production issues that caused a delay in shipping the order from the scheduled ship week of 6/20/2023 to shipping the order on 7/9/2023.  There were items that were not available to ship that were necessary to backorder at that time.  Most of these items shipped on 7/23/2023 and two of the items shipped on 8/2/2023.  The two items still remaining are currently in our finish room because additional materials used to remake these were special ordered and delayed getting to us.  These are slated to ship next week 8/7-11/2023. 

  From the original ship week of 6/20 we were two weeks late shipping the majority of the order, and have been about a month more to complete the parts that were missing.  At the time of this complaint there were four items remaining and there are currently two remaining. 

  Regarding missing pieces, we are showing that we provided a skin for a flush end that was missing from a cabinet and it was was shipped on 7/20/2023.  And, as for anything that was not the correct size, we have no record of that being an issue with any of the items we provided.
  

  Customer response

  08/07/2023

  Complaint: ********
  
  I am rejecting this response because:
  

  There are more than two pieces missing and that their delays have cost me money because of multiple mobilizations from the contractors to install parts they said have shipped when they actually had not. This still needs to be addressed. 

  Missing Pieces: Two (2) flipper doors, two (2) end caps at island, four (4) hinges. 

  
  Sincerely,
  
  **** ******

  Business response

  08/14/2023

  I apologize for any misunderstanding here, but there were only the two parts remaining in our system and both were completed and shipped last week.  We currently do not have any orders for the two doors or the four hinges that are mentioned in the rejection response.  We do have an additional parts order that we received last week for an additional filler that is associated with this dealer's project.  This additional item should be completed and shipped this week.

  We are a cabinet manufacturer and we work with independent dealers to get our products to the consumer.  Our relationship is with the dealer.  The dealer has a relationship with their clients.   If there are any items remaining to be provided, we need an order from the dealer for us to provide them.  All orders, except the most recent order for the additional filler mentioned above, have been completed and shipped. 

  We apologize for any confusion or missing parts that may have been caused by delays on our end.  If there are additional items needed that we are not aware of, then please have the order placed for those items and we would be glad to get them out as quickly as we can.  

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased cabinets for two kitchens in 2014/2015 at a Brighton dealership, when purchasing the cabinets I received a receipt and a LIFETIME Limited warranty from the cabinet dealer from Brighton. I contacted Brighton on Feb 13, 2023 and spoke to *****, I explained to her that I have a problem with my cabinets and she insisted that the dealer that I bought the cabinets from was still in business when they are not, there phone is disconnected and the owner himself *** told me 4 or 5 years ago that he was closing. I left a message with ***** and she said that they too would reach out to ***, it’s been a month and I still haven’t heard from anyone. I called back today spoke with ***** who again argued with me telling me that *** is in business, I told her okay let’s call him, she wouldn’t , she kept saying you have to speak to him. I then asked to speak to **** *****, he is the **** *********, I said greeted him, said my name and he said “I’m going to have to ask you to stop Calling here, I was like, what?? I called in Feb, I haven’t heard back so I called back today. For a **** ********* he is rude an very unprofessional . HE HUNG UP ON ME. My warranty is with BRIGHTON, it says it on the paperwork . I have a problem with my cabinets that I spent $50,000 on and they won’t do anything. What good is a warranty if you can’t get someone to help you? My cabinets look like they are warping and splitting. This is completely unfair. I am turning to the BBB in hopes that you can help resolve this matter. I hope that we can rectify this matter, I would either like my cabinets fixed or a refund. Again what good is a warranty when the people behind it don’t help you?

  Business response

  03/31/2023

  According to our records we did provide cabinetry for two kitchens in 2015 under the name **************.  Contrary to what is stated in the complaint, the dealer where the cabinetry was originally purchased is still an active dealer of ours today.  Our warranty does not cover cabinetry that has been stored inappropriately.  It has been noted that these cabinets were stored improperly in an uncontrolled environment through several seasons prior to installation and then installed by unqualified individuals.  This information was confirmed and expressed by our dealer and our representative.  Also contrary to the complaint, this was not the first time Mrs. ******** * ***** has called our factory.  She has called enough that most of us have spoken to her over time and recognize her name when she calls.  She has proven herself unreasonable and tries to lean on our Warrantee statement to provide a solution for the issues caused by her own decisions of storing the product inadequately for a long period of time and hiring unprofessional help.
  The following should address further the issue of storage and unprofessional help.  We have no record of any additional items needed for these kitchens until 2018.  That is 3 years after the original orders were shipped.  There were several things noted when the dealer and representative visited the jobsite in 2018.  There were screws installed that prevented a drawer from operating properly, another drawer that would not operate because the cooktop was installed improperly, Crown molding installed upside down.  There were additional parts provided to cover installation issues. 
  It is unfortunate that Mrs. ******** * ***** has called our factory so many times over the years that there are several of us who have spoken to her and recognize her name when she calls.  She has been asked on several occasions to direct her issues through the dealer, which is our standard procedure.  Each time she calls, we struggle to get her to understand our stance and she proves again each time to be unreasonable, by continually stretching the conversation and referring to our warranty.  I did ask her not to call back this last time.   After asking her to cordially end the conversation, more than once, I told her that I did not want to hang up on her but would be forced to if she didn’t respectfully end the conversation.  I kindly told her, “Goodbye” and hung up.
  It seems to be an issue between her and her original installer that may have led up to Mrs. ******** * *****’s decisions to inadequately store the cabinetry for so long and to employ unqualified installers.  It has been the assessment of our dealer and our representative that any issues, especially “warping or splitting” issues, have been caused by those decisions, not by defective materials or workmanship.   She has been made aware of this assessment and continues to ignore what she has been told.  She leans on our warranty to justify correcting these issues that were caused by her own accord.

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