Nu-Look Cabinet Refacing

It appears that the company (someone writing on Tom’s behalf, or Tom speaking about himself in the 3^rd person) is trying to discount my review for accuracy and phone call timing, so I have decided to update my review. For convenience, I have copied and pasted my original review at the end of this update, and included a screenshot of the business owner’s reply in the photos.
Tom replied that his company has NEVER asked for spouses to be present for estimates, but I was specifically asked to have both decision makers present, and then there’s this quote from Nu-Look’s own website, regarding the free estimate: «There is no charge for the visit (except for a cup of coffee) but we do prefer to meet with all decision makers.»
Tom also questioned my timing of returning his phone call. So, let me add these extra details: Tom left a voice mail at 8:32am to blow off the 9:00am appointment. I did not answer his call because I was getting myself ready for the day, and I did not have my phone next to me at every moment since I was not expecting an additional call to confirm my appointment, as I had already confirmed the appointment the day before. I called the number he left on the voice mail (the Nu-​Look office number) at 8:52am and 9:09am, but no one answered either of those calls. At 9:10am, I called the number Tom called me from, but Tom didn’t answer, so I left him a voice mail, and I never received a call back from Tom. I called the office number again at 10:52am and finally spoke with the woman I confirmed the appointment with the day before. She did apologize (as I previously noted) and asked if I would like to reschedule the appointment, but I declined, noting that my time is valuable and I couldn’t risk wasting any more of my and my husband’s time with this company.
Finally, Tom called into question the validity of my review, stating that some people just like to post reviews on Unilocal.It is true that I like to let others know when I have received poor service. As a result, this was my 4^th Unilocal review since joining Unilocal more than a year ago. Please also note that this is my first ever Update of a Unilocal review. I reserve these updates for businesses and/​or business owners who can’t take ownership of the poor service they provided and choose instead to attack the review and the reviewer.
A more appropriate reply from the business owner would have been something along the lines of «I’m so sorry that we missed your appointment. It was a miscommunication between me and my staff, and we certainly don’t intend to waste anyone’s time or inconvenience our potential customers. That’s not how we like to do business. With my sincere apologies, I ask you to give us another chance. I will personally call to speak with you and try to make this right.»
So there you have it, Unilocal readers. This is the kind of «professional» you’ll get if you contact Nu-​Look Cabinet Refacing.
Original review:
I set up an appointment to have Tom come out to give us an estimate on our kitchen. The day before our appointment (yesterday) I got a message from somebody in the office confirming our appointment. I called her back an hour later and spoke with her confirming that both my husband and I would be at this appointment, since they stated repeatedly (when I made the appointment) that they want both decision-​makers present for the estimate. Less than half an hour before our appointment today, Tom called and left a message informing me that he’s decided to go and work on another project that he has going on and that he assumed it was probably fine since I didn’t confirm my appointment yesterday. I called him back but he didn’t answer. I called the office and when I finally spoke with the woman that I spoke with yesterday to confirm the appointment, she apologized profusely and said there must have been some kind of mix up and he must not have received the message from her. So, my husband and I both arranged our schedules to be present to comply with Nu-Look’s wishes, and we were blown off. Our time was wasted. Based on the company’s other reviews that I’ve read today on Unilocal,I’m glad Tom didn’t come out. It sounds like this is par for the course for him, and if I had hired him it sounds like I would have run into a lot of issues. I recommend not making an appointment with this company.

I’ve never received worse customer service in my life. Tom came out to put together a proposal for us. He showed up an hour earlier than scheduled and I couldn’t be there in time, so my wife met with him. The first thing that struck her, was the fact that Tom, from the beginning, acted like he really did NOT need our business. He went out of his way to portray a «mr. Successful» persona, who could take or leave us. As if he was going out of his way to show up and give us a quote. Weird way to do business. Anyway…
When she showed me the proposal a bit later, I had a few questions. I called Nu Look and left a message for him to call me back. When I answered, he was yelling at someone else in the office. I said hello and he rudely, said «yeah, you have some questions»… I shook it off and proceeded to ask a few very easy to answer questions that could have been cleared up had the proposal been correct, and he was immediately perturbed. His proposal included laminate which we didn’t want, we wanted new doors only. When I asked about the savings of removing 2 doors from the quote (since we were literally removing those cupboards to install a new range in the same spot), he snapped at me with– «we don’t use CHEAP doors, they’re $ 125 each». «The price is WITHOUT laminate» (which is clearly contradictory to his quote, which included the word LAMINATE). I explained that I received a quote WITH laminate for half his price, and therefore, I expected WITHOUT would be even less. Nope. Tom, snapped back saying «well, we don’t use cheap stuff so I guess we’re not a good fit then». And with that Tom hung up. Yes, he literally hung up on me. I was polite and professional, and not argumentative in the least. But 100% reasonable questions from a potential customer were answered with a ‘Click’. If that’s how you treat people during the sales process, I can’t imagine the hell customers go through.
I’d never use this company, ever.
FYI:
Anyone can buy HARDWOOD cabinet doors online for $ 30. And I mean maple, cherry etc. not «cheap» stuff. I’d highly recommend either doing it yourself, or buying everything needed online and hiring a handyman. It’s not rocket science. The fact that they have so many customers, only speaks to the ridiculous high cost of new cabinets. Any company with a shred of customer service and skill could easily take over market-​share of the entire area.