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| - Different definitions of quality
Before I start, I am usually a person that takes the time to write a thank you letter or recommendation about a job well done. It is very rare that I write a review about personal experiences, but in this case I felt my experience was worth sharing.
We had Absolute Closets and Cabinetry out in June 2017 to provide estimates for garage and laundry room cabinets for our home. We were referred to them by our neighbor that has used them on multiple occasions and they also had good reviews on Angie's List and Yelp. My neighbor and I both have construction backgrounds and we place a higher value on quality over price. Although the garage cabinet estimate provided by Absolute was the most expensive of the estimates I received, I decided to go with them over others as I felt they would complete the work in a timely manner with high attention to detail.
The sales process went well overall and we decided to have them install the garage cabinets first. The design process was good and the salesperson's measurements were accurate. The cabinets were installed in one day and after the installer left I noticed that a few of the cabinet doors had noticeable indentions or defects and a few areas of the cabinet bases also required attention. About a month later, the salesperson followed up and asked how the cabinets turned out. I explained that there were a few cabinet doors that had noticeable defects and a number of others that had small nicks and/or scrapes along the edges. The salesperson stopped by and then scheduled an installer to replace the doors and complete the touch-up process. After the installer had completed the touch-up, I noticed that there were still a number of noticeable nicks and blemishes mainly along the edges of the doors. Now, I realize that these are garage cabinets and I shouldn't expect perfection, but I feel that the quality of the finished product should have at least matched the quality of my neighbor's garage cabinets. I called the salesperson to inquire about the touching-up that was previously discussed and he informed me that the touch-up products they have do not match the color of the melamine I selected. He also made a point to explain that when melamine is cut it will always chip and there is nothing that can be done. Naturally, I was a bit confused by this response (as it was not an accurate statement), but I understood that he was setting me up to let me know that this was as good as it was going to get. He suggested that I speak to the owner if I was not satisfied with the quality of the finished product.
Per my salesperson's recommendation, I did call the owner (Moni) and we had a telephone discussion about the cabinets. Moni re-affirmed that the gray color melamine that I selected does not touch-up well. I told him that if I had known that up front during the sales process, I would have selected a different color. His only suggestion to remedy the finished quality of the cabinets was to try and remove the doors that have nicks and replace them. He was quick to point out that since the gray color doesn't touch-up well, I would likely end up with similar results with replacement doors. I guess I was disappointed that a company would sell me a product with a known deficiency and expect me to accept their best attempt at providing a finished, high-quality product. It would have been much easier to accept this outcome had I selected the estimate with the lower price. Instead, I feel like I paid the premium price and received inferior finish quality.
Ultimately, I chose to hire a company to do the cabinet work in my garage to save me time. I made my decision based on a credible referral, good written reviews, and a good sample of work. It is bothersome that the company does not have the quality control in place to ensure consistency in the delivery of their product. It is equally bothersome that they would expect me to waste more of my time so that they can attempt to fix a known issue that should have been addressed up front. I have only had this one experience with Absolute Closets and Cabinetry, but based on this experience alone, I will not be working with them again. Needles to say, we didn't have them do the laundry room cabinets.
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