My hope, when I enlisted Kitchen Court for a $30K kitchen (MDF shaker style cupboards, quartz counter tops, plus installation) was that the company would provide the expertise of an "award-winning" reputation. Their customer service was not as expected.
Doubts began after the initial consultation, when I was presented with a plan that looked much like my old kitchen. The few aesthetic changes that I had discussed with the designer, like glass cabinets, were missing from the new design. Expressing my "disappointment", Kitchen Court offered to "throw in" these extras if I signed on the spot. The notion that they were giving me a deal set the tone for the rest of the project and upon later reflection, it felt rather like buying a car!
KC representatives mismeasured a cabinet which ended up covering part of a switch plate. (All the new cabinets were installed by Kitchen Court's own installation expert.) When KC representatives came to view the problem, they failed to inform me that they would make an arrangement to fix it and that I should do nothing about it. Indeed, I had no further communication from them for almost a month. Instead, my own contractors, (who also met the KC reps that day and also never heard them say "DO NOT FIX THIS") moved the switch for me. This became a complicated operation as it turned out that this switch was attached to a support beam and that beam had to be notched in order to move the switch. I had to get "my own contractors" to repair this problem because KC's recommended contractor had already turned down the entire job. So, while KC's installer put in all the Elmwood kitchen cupboards, I had to use my own resources to put in plumbing, electrical, and tiling, because Kitchen Court's own contractor didn't want this job.
My own contractor had nothing to do with the mismeasured cabinet and its installation over a light switch. The measurements were taken by KC representatives. The installation was done by a KC installer. Yet, a month later, and close to the final payment, I informed Kitchen Court about the back charge for fixing this switch problem, Suddenly, Kitchen Court refused to cover the repair because they had not chosen the contractor to fix it. (Later, they reneged -- but not before belligerence and threats of small claims court!) ….So much for customer service.
Confidence was further eroded after more measurement errors -- errors like the food processor that was measured but didn't fit in any cabinet, a tray cabinet with a rack that didn't fit any trays, and a peninsula under-mount that was not level. Despite being informed of this, no solutions were offered, nothing was said. When stainless counter brackets were installed, which didn't match the kitchen hardware, Kitchen Court offered several alternatives, then ordered MDF replacements that were 10 x more expensive. This was never confirmed with me first and when I questioned the price on this, I was asked tersely, if I expected the new brackets "for free" ( even though two of these replacements were the wrong size and had to be reordered.) I still have my suspicions as to the actual cost of MDF replacement brackets to this day but I have no intention of making an issue of this. I do not wish to deal with this company ever again.
To be clear, the kitchen I now have looks lovely and I have few complaints with the final result. But the hardwood flooring was already there. Plumbing and electrical fixtures, chosen by me and installed by my own contractors, and the tiled backsplash (which i installed myself) -- these were all above and beyond the cost of the design and the installation of MDF Shaker style cupboards and quartz counters from Kitchen Court. Given their supposedly stellar reputation, I can only speculate that perhaps because I was on my own and operating on a limited budget, Kitchen Court representatives were not all that interested in this modest project and they dropped the ball.
So, no Kitchen Court, I never expected anything "for free". I expected respect, consultation, and quality from an award-winning company willing to stand by their product for every job, large or small…. Guess mine was too small.