Consumers Kitchens & Baths

I thought 3 times would be a charm at Consumers Kitchens & Baths as we had positive experiences with them during our previous construction projects 10 & 13 years ago. Well not this time. When we went into the store in March to order what we needed we had to request a different service representative because the gentleman assigned to us had no clue what we were doing. We made sure to get our order in well in advance. One of the cabinets were delivered damaged, those who know construction will understand the domino effect that will follow. I went to the Consumers Kitchens & Baths — Franklin Square, NY, where we purchased the units and was rebuffed. They simply did not care, the commission was already paid. I spoke with the service manager at the office in Holtsville (not so easy getting him on the phone) and was told my cabinet would be replaced and delivered in three weeks. No compensation for the delay, no apology, honestly they just don’t care how they treat their customers. What amazed me most was the consistent «I don’t give a sh**» attitude we encountered from so many of their employees.
Buyer Beware!

I was contacted by a manager at consumers to address the situation. I truly do appreciate them reaching out. They have moved up in my opinion. I am still a little salty about how everything was handled but showing a customer that you respect their feedback does go a long way. They may obtain my business again, but get all quotes printed though.

Working with Consumers kitchen & baths in Holbrook was a terrible experience. I wish there was an option to give no stars at all. We were not respected by our sales rep — neither was our time nor our money. Being stuck and unable to find someone else/​the right person to help fix the issues we were having was a terrible feeling. I regret purchasing from consumers kitchens & baths. My brother-​in-​law and best friend intended on purchasing from consumers kitchens & baths — to the point that they made all their selections — but hearing my experience made them take their business elsewhere.
We began our order process on December 14^th, 2014. Our order arrived on June 26^th, 2015.
Throughout the entire process our sales rep never picked up her phone and never gave us the courtesy and respect of returning our phone calls. She responded to our voicemail’s either by email or did not respond at all. She would not respond to our emails unless we followed up with her — i.e. resent the same email to her — a minimum of two or three times. Therefore it took weeks to get answers to our questions.
For example, I sent an email on December 14^th, 2014 and received a response on January 13^th, 2015 — and the only reason she responded was because we followed up with her on January 12^th.
Email sent on Thursday, February 12^th, 2015 — response received on Tuesday, February 17^th.
Email sent on Wednesday, February 18^th, 2015 — response received on Wednesday, February 25^th. The only reason I received a response was because I had followed up with her on Tuesday, February 24^th.
Email sent on Tuesday, March 3^rd, 2015 — response received on Thursday, March 12^th.
Email sent on Saturday, March 14^th, 2015 — response received on Tuesday, March 24^th.
After all the delays, we finally placed our order on April 18^th. Our sales rep was at her computer, placed her finger on her mouse and said «Click. Order placed».
I followed up with our sales rep on April 25^th. On April 30^th our sales rep responded by saying, «We have to put an additional deposit on the order to release it». Why weren’t we notified sooner? Why was I the one to initiate this discussion?
On May 1^st I gave our sales rep my credit card number over the phone and she emailed me a receipt the same day, and indicated that our order was released.
On May 10^th I followed up with our sales rep for an e.t.a. of our order — I never received a response.
I followed up, for a second time, with our sales rep on my May 10^th email — on May 15^th she responded «Let me check for you today and advise.», but she never got back to me.
I followed up, for a third time, with our sales rep on my May 10^th — on May 20^th she said «had to pressure these people like crazy! They say the cabinets will be here approx. ⁶⁄₁₂.»
One June 1^st I followed up with our sales rep on the e.t.a. of our order. I asked, «Are we on target for the June 12^th e.t.a.?»
On June 2^nd I received a response from our sales rep saying, «This is on back order. The new date range is: 7÷6−7÷13.» I was beyond furious at this point.
I called the main office to find out when the order was placed. Turns out, our order was not placed on April 25^th — the day I paid the additional deposit over the phone; our sales rep placed our order on May 20^th. Our sales rep had forgotten to place our order on April 25^th and only when I followed up with her on May 20^th did she place our order. Due to her lack of respect for us, almost a month was wasted with no activity on our order. Our sales rep had the nerve to say «had to pressure these people like crazy!» She always complains about her staff, shipping, etc.
In the middle of this entire ordering process we requested a few samples.
On Thursday, January 15, 2015 our sales rep informed us that she had ordered a sample for us, and indicated that it would be shipped to our home. Since then I had followed up with our sales rep three times to inquire about the status of our sample. Our sales rep had not responded to my question until Wednesday, February 25, when she stated, «I will contact the rep again and find our what the problem with shipping is.» Then on Saturday, February 28^th our sales rep asks us if the sample should be sent to our home address. Clearly she had not placed the order; however she thought it was acceptable to give us false information and tell us she had placed the order. Neither did she apologize for the error nor was she humble about it — she never even addressed the matter of giving us false information.
On June 26^th, 2015 — We received a call from consumers — not our sales rep (the person we have been working with for months) — to inform us our order has arrived.
Today is July 1^st and we have not yet received a phone call from our sales rep regarding our order — either to let us know that our arrived and/​or to setup a delivery date.

Avoid this place at all costs. Our designer was nice but once the cabinets came and we had some issues nobody returns your phone calls. Left countless messages, not one return call. Went down there and the excuse is «oh were so busy.» It doesn’t take more than a few minutes to return a call. You’re spending that kind of money, you expect to be cared about from start to finish.
Go to Lowes or home depot. At least you know if there’s a problem someone will be there to do something about it.

Incredibly hard to do business with. Incompetent. No follow up. Did not care about order once money was in hand.
I ordered 3 vanities and counter tops. Realized we may need a simple 6″ insert panel (an off the shelf thing) took 3 weeks for them to write the order for $ 21, 6 weeks later still not delivered. They lost our order for marble counter tops, for 3 weeks. Took over 6 weeks to get counters.
Every call to them is like they’ve never heard of me.

In the midst of a kitchen Reno now.
My designer was great and everything went smoothly until I had a couple of issues with a two cabinets not made to the spec of my appliances.
All parties verified the issues, including the great manufacturers rep for starmark, who drove from Maryland to take a look during that first week.
One cabinet took over a month to have any action, which was to send a consumers service rep to my house. So after a month he confirmed it is «fine», with some «modifications». So wasted month.
The other issues, it’s been over three weeks and the new orders were just submitted to the factory to remake the units, yesterday. Should have been submitted three weeks ago.
Seems they are going through some growing pains.“very busy”, «lack of help», «miscommunications».
Speaking of communication: my sales people (rep and manager) were very lax and non existent at times. Letting me hang for a week at time with no reply to my numerous emails and voicemails to both. No excuse for this and the most frustrating part of my experience so far.
Had a nice call from the head merchandising officer. Apparently he had been behind the scenes on several of my issues and approving along the way. I gather from my call that there still good people at the company with good intentions on customer service. It is however either escaping a couple at the sales level, or they lack the help and support they need.
Would be great if certain things were explained ahead of time to avoid confusion on the back end. Better yet, a customers service rep who can better handle issues with expediency and knowhow since the sales team is focused on new orders and design, not servicing existing customers (opinion). Which they should see as a need as repeat customers and recommendations come from the after sale service. While I will say design is an art, which our rep was good at, anyone can than submit the order. It is always about the after sale service with a product like this, and this is where they are currently falling down on my kitchen. Save the first intelligent conversation I had with the merchandising officer yesterday.
I will continue to update if things change further.

I HAD to renovate my kitchen. A project I did NOT AT ALL look forward to. Between the magnitude of the project and spending money I had no desire to spend I went into this with a negative attitude. Well you just can NOT be negative around Tracy G, she can put the grumpiest person in a good mood. She knows her stuff, she is not a SALES person she truly becomes a friend and consultant and puts you at ease the project truly became FUN and i know I will LOVE my new kitchen. When it’s finished I will be sure to bake something sweet for Tracy since she truly added the sweetness to my project. don’t just Go to Consumers RUN there and ask for Tracy she really will make the project exciting and stay on budget without losing your wants or cheapening the quality!!! She’s a Master at compromise and even has a bit of marriage counselor in her LOL

Bought cabinets from them last year. Once they get your money they put you on the pay no mind list.
My slow closers were falling off and it took months to get some one out to fix them.
Now one of my cabinets are actually falling apart and I can’t even get a phone call back.
There customer service is a disgrace.
You get what you pay for.

If it were possible to give negative stars I would. This company is full of empty promises. Expect to wait weeks beyond your expected delivery date. No one will reach out and let you know the status of your order or why things are delayed. When you call you will be put to voice mail. After finally reaching a manager they will be rude and offer 75.00 compensation despite the fact your bathroom or kitchen has been in-​complete for weeks beyond your promised date. Worst Customer Service in history no accountability from anyone. Shop anywhere else

I’d give no stars if I could. Don’t come as a woman without a man, you’ll be ignored. Despicable customer service, rude and the lights were off in the showroom but computers were running. Go elsewhere! Anywhere else!

Cabinet choices look nice but customer service is horrible. After spending several thousand dollars, they expected us to be master builder to assemble our cabinets. Once you sign on the bottom line they stop caring about you. You ask them for help and they give you a blank stare. One of our cabinets came damaged and has been waiting days to just hear from the company about what they will do to fix it. We keep being told its first come first serve. STAY AWAY!