Bell Custom Cabinetry

We walked in without an appointment to see if we could at least set an appointment. We were greeted by a friendly receptionist who put us in the system and luckily had Bill come and chat with us. We told him the project which consists of shelving and cabinets on each side of the fireplace as well as shelves/​cabinets in the dining room (dry bar). He mentioned it wasn’t really worth their time but also said he could get someone out to measure so we could get an estimate. Okay? So a guy came and measured, then we were never contacted again. We contacted them a few days later (or maybe a week) and they didn’t know who we were or what guy measured. The lady said she would have someone call back in a day or so. No one ever called back. I believe my wife called back to get the same runaround again. This is terrible service, just own up and either say you will or will not do the work.

I am posting my email to Bell and Bell’s response. My biggest concern is that Bell informed me they could replace certain «defective» pieces of cabinetry but did not have the resources to paint these pieces so referred me to a 3^rd party — fortunately for me the Bell cabinetry «repair guys» DID paint these small pieces of trim prior to replacing… seems very petty on their part, particularly if you read the inconveniences…
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8÷9÷15
Hi Mr. Bell — I am emailing primarily to commend some of your employees but also to inform you of certain unpleasant circumstances I encountered while working with Bell. Unfortunately, because of these incidents, I am currently using a different cabinet company for the remodeling of my master and guest baths.
Overview:
I first contacted Bell Cabinetry in Jun 2014 regarding peeling, cracking, and splitting paint on my kitchen cabinets less than 2 yrs after installation. I was perplexed when no one could find any record of my purchase, despite telling them that Kitchen Connections and Penn Carpentry had been the purveyors. I called multiple times, being told alternately that a) customer information was not stored in the database because of all the different types of customers your company dealt with such as builders/​contractors/​designers etc ??? and (b) the computer system had been converted to a new one. Finally Paul came out to inspect my cabinets (first on Dec. 5, 2014 and again on March 24, 2015). At this last inspection on 3÷24÷15 he removed a cabinet door to take to the factory for paint matching since no one could find my data in the database (the cabinet door was not returned until the July 28, 2015 repairs). The last «inspection» occurred on May 12, 2015 when Chris and Eddy came out to inspect the cabinets.
As you can imagine, I became quite aggravated that this process had taken over a year and 3 «inspections», as well as living with a missing cabinet door for 4 months. During this time Annmarie was extremely understanding and empathetic, promptly returning my calls, following up and working very hard to help resolve this matter. I remain puzzled as to why (a) she was put in a position which exceeded basic customer care expectations and past the point of when a manager should have become involved, (b) a manager never called me to explain this situation, and © cabinet bead etc could be replaced as only raw unpainted wood and I have to get a third party to repair this as your company is unable to do this onsite…
I wanted you to be aware of what a good employee you have in Annmarie — my confidence in her was the reason I maintained my confidence in Bell Cabinetry.
I would also like to commend the guys who came out to repair the cabinets on July 28, 2015. I’m not sure if it was Chris/​Eddy or another pair but they were very pleasant, accommodating and eager to please and do a good job.
Thank you,
Lisa
M Bell
8÷13÷15
to me
Hi Mrs. W,
I want to thank you for taking the time to write this email and I sincerely apologize for our bad service.
I won’t bother you with a litany of excuses. We simply did not perform how we should and ultimately provided you with an awful experience. Although these instances are extremely rare for us, I don’t want them to ever occur again. Earlier this summer we completely revamped our customer service department and processes, along with changing staff to accommodate our goals. I hope the repairs that have been done have fully resolved all of the issues.
If you ever have any additional customer service requests that are not dealt with promptly and immediately, please contact me directly. I am confident going forward that you will not experience poor service again.