Trouble with big box store install of kitchen

6 Replies

Ugh! Need some advice. I learned a big one on my own (don't use the big box store to perform an install) Quick background. Paid up front for the kitchen redo of the floor (tile), cabinets, counter, and backsplash at a big box store that specializes in home repair and they have a contractor to perform the work (Note they do not allow pay later.) I am to tied up at the moment to complete a total kitchen renew for a 1970's dated house. Kitchen needed to be redone. Built in cabinets falling apart and other issues.... Project was to start on June 6 and finish July 4th with the contingent that it may take 2 weeks more for counter top install. Ok, no biggee. I understand stuff happens. BUTTTTT, I can tell you that on 8/26 the tile on the floor is partially done, the cabinets are in but molding is not completed. Counter tops came in but that crew found that the cabinet contractor did not install  cabinets level, plumb, and cutouts made. We have had not had a sink to use since this project started when the person advising from the store stated we would have a temp sink installed. One was put in for a week well after the base cabinet was installed. Well, when they finally install the sink it leaked and damaged the base cabinet.. Multiple issues we have had to follow up with the contractor. Wife sent 2 page letter to big box store and got multiple apologies but nothing else. Store did not order items that were clearly marked (new range hood as an example) At this point, we are out a lot of money and still no closer to having this project completed. I have looked online and I have seen that customers have no real recourse with big box store at this point. Anyone else run into and come up with a solution? 

I would review your contract with the big box store, specifically the contractors responsibilities. Is it a sub for the big box store or an employee? If they are a sub then it sounds like your argument is with them and depending on they contract they have with the big box store they may be in breach, so obviously you'll have some leverage there. The big box store won't want them doing any work for them if this is the kind of crap they have to deal with bc they aren't capable of meeting a deadline. If the big box store simply sent out their own installer, employee, then your argument is with them directly and I would be pounding my fist on the table and causing a scene in their store.. but that's just me... Ultimately , in either scenario, you're probably looking at some "store credit" and one more apology. Better than nothing, lesson learned.

I would walk into the store where you set up the installation services and talk to a manager. Be nice, but firm. It's not the managers fault, but they should be able to fix it for you. At this point you want the whole amount refunded. Not only are they behind schedule, but there's no evidence that it will ever be finished correctly.

I think getting a sympathetic ear is your best bet. If you go the legal route, they have a lot more money and lawyers on their side than you ever will.

Originally posted by @Account Closed :

@Mike McCarthy The big-box store can say return everything in the condition that we sold it to you for a complete refund.

Sure, it's right there in their contract that their sub that didn't complete the contracted work is not responsible, and the store is not responsible, and no refunds, and no warranty of merchantability, etc.  That's how they make their money.

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