Business ProfileforNational Lumber Company

The name we have associated with this situation is *************************** and *********************************.

This customer was attempting to match existing cabinets, with the new cabinets she purchased. She did not have the invoice or any information from her original purchase which was not with Kitchen Views. The customer selected the Arctic White for the color of the new cabinets from our color samples at the ****** location. We did not determine the color of the new cabinets nor would we attempt to.  Customer sign offs for the material and ******************** documents (available upon request) are signed and all say Arctic White, (quote, floor plans and elevations, 2020 Items list). Customer now says that Simply White would have been the correct color to match her existing cabinet in her email response on 4/11/24 (copy of email available upon request) Customer stated that she told us to order Simply White, that is inaccurate.

There was a cabinet that was ordered with one side unfinished, Kitchen Views acknowledged that the side of the cabinet being unfinished was a Kitchen Views error and on 4/03/24 ****** acknowledges that the agreed upon fix was that KV would cover the cost materials and labor to have her contractor paint the cabinet onsite. On 4/04/24 we again advised in an email that we would absorb the expense of the material and the labor associated with the painting of that cabinet. It should be pointed out that ****** had actually signed for this as well on the 2020 item list, however we understand that the nomenclature for cabinet construction would be difficult for a customer to interpret so we accepted responsibility without discussion.

Customer proposed replacing the doors on her existing cabinets that were Simply White with Arctic White doors to match the cabinets of which she had ordered in Arctic White as a solution to her ordering the incorrect color. There were a total of 4 doors, those 4 doors were quoted at a standard markup up which would have been a total of $1,236.30, as a gesture of good will and in an attempt to placate an unsatisfied customer we offered to split the cost (email 4/04/24).This would have resulted in us selling doors below our cost but we did want to try to keep customer satisfied. 

On 4/05/24, **** provided the customer who was not happy with our offer, my cell phone and email. Neither ****** or ********* ever reached out to me. 

Sincerely,
*****************
General Manager of Millwork
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