Response from the owner - a year ago
Thank you so very much for taking the time to provide us with feedback. We take our devotion to continuous quality improvement very seriously and hold in high esteem any feedback that can improve our operations and customer service.
Our devotion to quality may be the root cause of some of the grievances you itemize. You expressed that it took from February to May to get a plan and that we moved at a “snail[’]s pace”. Albeit, as frustrating as that may have been for you, it was our effort to satisfy you and oblige your frequent requests for changes that slowed the process down.
Our process of designing cabinetry that is customized to our customer’s desires and dreams entails ongoing consultation, accompanied by various visuals including 3-D perspectives reflecting the outcome of the project. It is industry standard for clients to pay a small retainer (which you mistakenly referred to as a down payment), to be able to leave with the detailed layouts and elevations. We did in fact deviate from our business practice to appease you by not receiving a retainer for the work we had completed. As you can surely appreciate, we invest a lot of resources into making sure we provide quality work. It would be a “strange business practice” to abstain from gaining consideration reflecting a commitment. We respectfully accept full responsibility for the miscommunication and we too, are very sorry for the time that you feel was wasted.
We at Packard Cabinetry concur that $40,000 would be a lot of money for stock cabinets or semi-custom cabinetry. As we reflect on your design, we are reminded that the cabinets you chose are custom, top of the-line cabinetry, and that we have many lines to choose from in various price points. The price for installation reflects an accurate assessment of the work required to install, based on over 140 cumulative years of experience of the Packard Cabinetry team.
You rightfully stated how we were compelled to defend those whom we referred to you. We did so independent of their prices and based on the fact that we intimately know the quality of their work as per reviews by their customers and their relationship with the communities they serve. We did not mean to insinuate a “code” behind the statement which you interpreted to mean that we “don’t want to offend [the referred contractors] because we want a relationship with them”. We want a relationship with them because we want our customers to be satisfied. We do regret that one of those we referred chose not to proceed with a relationship with you.
We do care deeply about how we treat people, both inside and outside of our company. We are honored every day to be entrusted with people’s visions, and the responsibility for making their dreams become reality. Thank you again for taking the time to help us improve. As was reiterated during our last conversation, we wish you the best with this project.