Cupboard Brothers Cabinet Factory

Part 2Whatever you do and communicate with them, emails, calls, even taking hour off from your work and visit their showroom to talk face to face, all trials to communicate to ask them to come and finish their work, it’s useless, frustrating and just wasting of time. The only answer you get from them: 1- from the salesman: we are so busy that’s why there is no response!! (As they are only the people on the earth who are busy!)2- They never respect clients or consider reputation or care about customers. I tried to email the OWNER Kim, for three months with emails, he NEVER respect communications and reply with a single word! Even I communicated their production manager Ed, exactly same thing, no response no reply.

Do not hire this company! After waiting 10 months for a simple kitchen redo still waiting for response from Ken. Started Reno in Feb 2021 - horrible customer service. Had to pay upfront full price b4 they would start building cupboards. After leaving multiple messages and emails no one replied as to time frame when they would be installed. Waited over 2 months past the time frame of expected installation. Then they showed up with no notice, came and left without any explanation- missing hardware, shelves and partial door fronts. Called multiple times asking when they were finishing the work and got lied to - tomorrow or this week were always their answer. Had to take multiple days off work to sit and wait for them to only not show up to finish the job. Beyond frustrating after 3 months of installation- then b4 cabinets were completely installed counter top comes in. Again no notification. Countertops installed and damaged the cupboards as well as the dry wall on the other side of kitchen. Sent multiple photos of damage and was told they would repair it. Another 2 months later - damage not fixed. Sent multiple emails, texts and voice mails. Promised that it would be fixed and we was told to pay a drywaller to come in to fix the damage of the drywall that had an extensive crack all the way up. We were sickened by the fact that they destroyed a new wall we had just paid to be done and they damaged it and expected us to pay for it! We asked for money back to hire someone else to fix the damage and was told they would. We have not heard back from Ken since. Between loss of work, time span to get the job done and stress from living in a home with no kitchen for 6 months and then having to spend more money out of our pocket to fix the damage they made I am sickened that they are able to take advantage of people and their hard earned money this way. Never got any type of apology or refund for the damages. It is now 1 year later…. Still waiting for Ken to respond.

Only gave 1 star because zero wasn’t an option. Ordered cabinets for two bathrooms, took forever to get a quote, even longer to have them installed. The install was awful, the drawers rub against each other when opening and closing and within a month the cabinets were literally delaminating. I paid a lot for these so naturally I expected that something would be done to rectify it. Boy was I mistaken…. they don’t answer phones, don’t respond to email and going there in person only got me a bunch of lame excuses and broken promises!!! This is easily the worst customer service experience I have ever had. The advertised 10 years warranty is not worth the paper it’s written on. Do yourself a favour run, don’t walk away from this business

Part 3:Even you can’t reach their management staff, the salesman (Darren) just talk to you that they are busy and he will tell them, they will contact you, AND NEVER THEY CALL YOU BCAK OR EMAIL YOU. What a shame this company becomes!See how they deliver this project, this board on left is to support the countertop as there is an empty volume, they put a shorter board so it doesn’t touch the countertop. A mistake in design/measurement, come and replace it, no care no response from them. They take payment from me in full before installation, they take their money and don’t care of this issue and don’t respond.Another issue, their installation guy, named Manny, he promised me and said the bottom boards of kitchen cabinets and vanity wouldn’t be installed until flooring done. Moreover he gave me his number and said call me when flooring is done and I come, cut them and glue them. He should come and complete his work. He’s like his managers, never respond to many messages I tried to send him. Even I called him, talked to him and reminded him with his promise, he said ok he would to talk his company and see, and then never reply to me or reply to my follow-up messages.I dealt with all other companies, plumper, electrical, flooring, painting, framing, I’ve never seen a terrible company like this one cupboard brother. They only have two responses of negligence or saying we are so busy!! I’m sure if I email political leaders they’d respond before this company/this company’s managers. I took hour-off of my work twice to go and talk face to face and no result. What a nightmare this company is.See the attached photos of how they deliver a project and leave you with it! I feel I don’t live in Canada where standards and customers care are important.

Currently going through a hellish nightmare with this company. Bathroom vanity and storage cabinet were supposed to be completed in 8-10 weeks. It has now been over 6 months. After physically going to the showroom, emailing, and calling almost every single day for months, I finally had installation booked. Only to find one of the pieces did not fit. Now they have taken the cabinet away with no plan or timeline when it will be returned or fixed and zero responsiveness from phone calls and messages. The responses to these reviews will say to call Ken to make things right, but in my experience, good luck getting a hold of anyone at the company, let alone Ken. Do yourself a favor, don’t walk, run far away from this company.

Absolute worst experience I've ever had with a business - I chased them for months to get my cabinets installed - the owner tried to hide from me??? when I finally went into the office after their voicemails were full and no one would answer the phone. Ended up partially installed finally after living without a kitchen for months. They tried to force me to pay prior to them finishing the install and I'm glad I didn't - as they never did finish it! Do your homework - you have a right to holdback funds until work is completed. These people try to bully you to pay before they finish the work. Pieces have fallen off of the cabinets, they never painted the range hood, some of the doors were installed unevenly, the toe kicks were never installed, there are pieces missing, and the only time they have called me is to demand the payment of the holdback, but have never returned my calls to finish the work. Take the negative reviews you see seriously. I wish I would have. They have their own staff try to hide those reviews by posting positive ones. I paid a lot of money for this kitchen and I am left with an unfinished kitchen and have no expectation of receiving any warranty work either. This has been a horrible, stressful experience and I have no choice but to pursue this further in small claims court.

Horrible company to deal with, and terrible communication. I asked for a quote on a repair or replacement and they decided to change the height of my cabinet drawer without making it clear that's what they were going to do, and I never authorized the repair. After mentioning they had an 11" in stock but were still looking for a "20" (they failed to mention what that meant) I was told they'd call me back on Tuesday. Come Tuesday they called to say it was done and when we got there

I can not say enough good things about my experience purchasing cabinets from the Cupboard Brothers.From the first meeting to discuss design, materials and color, I was thoroughly impressed with the knowledge, professionalism and courtesy from Ken and his team.Through to completion of the project with inevitable last minute changes, the Cupboard Brothers were there to look after me in a timely and professional manner.

I called two Fridays ago to come in to see if I could match some cupboard doors up. I was told by the woman that answered the phone that she was very busy and they were short staffed and if I did order something it would not be ready until well into the New Year. Still determined I showed up at the store last Friday and I was the only customer. The lady again begrudgingly came to help me, told me again no orders would be received until after New Year. She took me to the back to show me that they had nothing close and couldn't help me. I felt totally dismissed. Although I may have only been looking for a few cabinets right then, I was also on the search for new cabinets for both my bathrooms, rec room and kitchen cabinets for work. I will definitely be taking my business elsewhere.

Only chose one star because zero was not an option.Our experience started off okay, Isabel was wonderful to work with when designing the cabinets. Unfortunately after our cabinets were designed and our order was placed Isabel left the company, which I don't blame her after seeing how things are ran. When Isabel left, our account was passed to Kim, who never answered voice mails or emails sent by other cupboard brothers staff to call us back. If we physically went to the showroom to figure out what was going on, neither Kim or Ken (owners) would meet with us.Our cupboards were months late, which held up a large part of our renos. Whenever we were able to talk with someone about the status of our late cupboards nobody could give us a straight answer. There was definitely bumps in the road once install did start, and they are still not finished, 3 months after installation started. We are missing drawer slides for one drawer and doors were never adjusted. We assume at this point they are never coming back to finish.Very disappointed with everything, and strongly recommend you do not go with this company for cupboards; it was the most stressful part of a whole house renovation.