The Kitchen Studio

Horrible Service, Stay away

Met the sales rep at the fall homeshow. He was knowledgeable and professional so we decided to go ahead with them. Just before Christmas our sales rep decided to leave the company and the outstanding issues with the kitchen was to be taken over by their head designer Kemi. That’s when everything went downhill. I emailed Kemi some of the outstanding issues and asked when they would come back and fix them. After 3 weeks of emailing her and calling her she finally replied. After finally getting a hold and back and forth emails to confirm the outstanding items we settled on a date 2 weeks after to finalize our kitchen first thing in the morning. On the agreed upon Monday no one showed up at the agreed upon time. I called Kemi and she immediately called back and said they would be there around noon. The installers end up showing up at 1pm. When the installers arrive they don’t have the parts required to finish the job. In fact they are not aware of what needs to be done. They call the shop manager and they don’t know what’s going on. I in turn call Kemi multiple times. She does not pick up or call me back. I email her multiple times and still no reply. The next day I get a call back from their other staff member to clarify what needs to be done. I ask for Kemi and she is conveniently not available. I then ask to talk to the manager Willem Jr who then says he will be on top of things and everything will be completed on the following Thursday first thing in the morning.
So I have to take another day off. Thursday rolls around and this time the technician shows up on time. But again they show up without the proper components to finish the job. After multiple calls with the shop manager and re-measurements they figure out nothing can be done again and they would have to return again! After missing 2 days of work, the manager Willem Jr. reassures me that they will return that weekend to complete the job. Sunday rolls around and no one shows up. I call and leave messages and email them a few times and still no reply. Monday rolls around and I receive nasty email from their manager. I was told to get my facts right. Apparently their installing was knocking on the door since early morning and even left a note and even called him a few times to ask him what to do. Upon further investigation, we found out that he was knocking on the wrong door!! I mailed Willem Jr back and asked him for an explanation for all the issues we have been experiencing with his company. Questions such as why didn’t his technician call us? If his tech called him multiple times, how come he didn’t call us?
Instead I receive another nasty email telling me that he’s losing a lot of money on this job and he’s wasting a lot of time on emailing me back and asking if Ï want a public flogging?
What kind of customer service is this? Not even an apology, instead he’s trying to make it sound as if it’s our fault!
Long story short they come back the following Sunday to complete the job. This time they bring the proper equipment to complete the job. Then the technician tells they won’t start the job unless I pay them first! I talked to Willem Jr and he said that if I don’t give him the money first he’s going to tell his technician to leave!
At the end of the day my wife and I were just tired of their service and wanted to get the job done with. I would highly NOT recommend them to anyone. A complete lack of customer service received. It takes days and sometimes weeks to get a response from them. Their manager Willem Jr likes to scold their customers and threaten them with leaving the job unless we pay before the work is done. Not even an apology for the hell we went through.