Review Detail

 
American Woodmark
Kitchen Cabinets
Overall rating 
 
4.0
Finish 
 
4.0
Durability 
 
4.0
Warranty 
 
4.0
Custom Options 
 
4.0
Price / Value 
 
4.0
Quality 
 
4.0

Customer service is lacking

I worked with Home Depot to order some cabinets from American Woodmark for a small kitchen remodel of my mother-in-law's cabin. We were told that if the cabinets were shipped to the store that there would be no extra charge but if we had them shipped to a home address it would be an additional $250. We asked if the cabinets could be drop shipped to a Home Depot closer to the cabin as we live a fair distance from the cabin and were working with the Home Depot in our area. That would make it much easier for us to get them up to the cabin and I really did not see any difference in whether the cabinets were shipped to one Home Depot or the other.

The individual at Home Depot that we were working with was good enough to call American Wookmark and ask if it was possible to do what we were requesting without being charged the $250 additional fee. They were told that yes, it was possible but that they would need to get permission from the other Home Depot that would be receiving the order. Another call was made to the management of the other Home Depot and they graciously accepted to work with us and receive the order.

Three days later I received a call from Home Depot saying that American Woodmark would not do as we requested without charging the additional $250. Wanting to understand the reasoning behind the change my wife called American Woodmark and was told that it must be Home Depot that changed their stance and that she would call and find out. When she finally called my wife back she indicated that it wasn't Home Depot that had changed their stance but was actually American Woodmark. She would not provide any explanation as to why that was the case and what difference it made by shipping to a different store rather than the one ordered from.

All in all a very disappointing experience. My only hope is that the cabinets are better than the customer service. I fear I may be disappointed again though.

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