Stone Creek Furniture

During the beginning of 2020, we discovered Stone Creek Furniture and had a very good experience having them build and install two different pieces of furniture in the home we are in the middle of remodeling. However, we also decided to have them build, in the future, our Master Bathroom cabinetry, when we were ready to remodel it. Because they were offering a discounted price, we had to sign a contract and deposit $4,551 in advance. Unfortunately, the Covid 19 pandemic upended all our plans and progress. We were no longer able to use our remodeler's services, many of the construction companies could no longer service our requests, and our remodeling plans had to be changed significantly. We waited until late 2021 in order to make sure that we really couldn't use the Master Bathroom cabinetry we originally ordered from Stone Creek. We then went to Stone Creek, on October 16, 2021 to request a refund of our deposit. We were immediately told that no one except the Owner could authorize a refund and he was not available. They gave us his phone number and my wife called that number and left four messages. We never heard from the Owner. Finally, a representative contacted my wife. The lady that called my wife sounded very understanding, sympathetic, and supportive of our request, rationale, and decision, but she could not authorize the refund. She told my wife she would talk to the owner to see if we could get our refund. Very shortly later, she called back and said the owner's response was "He had to stand by the contract". Therefore, he would not authorize a refund. Consequently, Stone Creek Furniture will now keep our $4,551 without ever being required to ever spend one penny on construction material, labor construction costs, delivery costs, or installation costs. Stone Creek has decided to keep the $4,551 without ever being required to provide any service or product in return. This review is provided for your information and for you to reach your conclusions as you see fit. Just a little update to my situation. When I filed my original review, I also filed a complaint with the BBB. They wrote me a nice letter telling me they would notify Stone Creek Furniture and would let me know their response to the complaint. On 11 Nov 21, I received a letter from the BBB that they are still waiting for a response but haven't heard a thing from them to date. As of now, Stone Creek Furniture still has $4,551 dollars of our money for no services rendered and has not responded to the BBB complaint. Update as of 18 April 2022. The Better Business Bureau finally received and answer to my complaint against Stone Creek Furniture. They replied "Our contract signed by customer clearly states no cancellations no refunds. The customer may apply the deposit towards another Stone Creek purchase." So, even though they know that, because of the pandemic causing the remodeling plans to be changed, and there is absolutely nothing they can provide, they will keep our $4,551 dollars even though they will do absolutely nothing to earn it.

SHORT review; I would not do business with Stone Creek (SC) again and I'm telling everyone I know. In this review I am only stating facts, not opinions. I'm satisfied with the quality of the product and installation, but there were a lot of delays. Work took over 6 months to install 8 new kitchen cabinets, 3 bookcases and move or modify 3 existing cabinets. During the work, SC rescheduled appointments 11 times. I asked what caused some of the delays, but I didn't get complete explanations - see long review. We got a $600 credit for being delayed into 2021. Some terms in their standard contract I wouldn't agree to in future, e.g. delivery time not guaranteed, no cancellation. Next time I will insist on a written completion date. Another customer on Google left a 1-star review and says SC corporate office asked them to remove it or they would send a letter from the legal department. If this happens to me I will update my review and publish any letters I get. I don't know if all this is standard for cabinet companies, but now you know what can happen. The long review. If you are thinking of doing business with them, take the time to read about my experience. Everything you are about to read is factual; I have "the receipts". Estimated delivery date on the contract was 10/8/20. That came and went with no communication from SC. Between October and December, SC removed the cabinets that were being moved around, to allow for more space to be created around the fridge. When the area was ready for those cabinets to be installed, SC wouldn't put cabinets back in there until everything else was ready, so the area around the fridge was unfinished for at least a month. Through our independent designer, we asked several times if they could start the installation at least in that area, but it didn't happen. We got a start date of 12/15/20. SC rescheduled that to 12/23/20. I didn't want to demo my kitchen 2 days before Christmas, so we got another start date of 1/25/21. We scheduled other people to demo the counter tops, starting Monday morning. SC were supposed to arrive Monday afternoon, but they cancelled and rescheduled to 2/1. So, we had to manage without counter tops or sink for a week longer than was necessary - making it a good decision not to start demo on 12/23. SC work started on 2/1. By 2/5 all cabinets were installed, but there were a few snags. A few doors and drawer fronts were missing. Two white bookcases either side of the fireplace were not installed as agreed with the designer from SC, Rick Jones. It was Rick's recommendation to install the cabinets so that the front face was flush with the fireplace tile, and a trim piece covering the gap, but they were installed about 2 inches behind the tile, exposing 2 inches of brick. From this point SC took too long to finish up what should have been a simple job. As an example, on Fri 2/26, I was told that some parts would be installed Mon 2/29. I called on that Mon afternoon to ask why no one had arrived and was told they were not coming. I asked customer service how I could contact management and I was given an email for the president. I sent an e-mail asking how did they conclude on a Fri afternoon that they were ready for Mon, and when Mon arrived, not only did they not come, they didn't have the courtesy to tell me? I didn't get a response to that e-mail. No one from SC contacted me to explain the delay. Here is the complete history of events initial order, paid 50% Tue Sep 15, 2020 estimated delivery Thu Oct 08, 2020 1st "install date" Tue Dec 15, 2020 rescheduled to Wed Dec 23, 2020 rescheduled to Mon Jan 25, 2021 rescheduled to Mon Feb 01, 2021 paid delivery ~40% Tue Feb 02, 2021 most cabinets installed Fri Feb 05, 2021 scheduled to finish up Fri Feb 19, 2021 rescheduled to Wed Feb 24, 2021 rescheduled to Fri Feb 26, 2021 rescheduled to Mon Mar 01, 2021 sent an email, left VM Mon Mar 01, 2021 rescheduled to Fri Mar 05, 2021 SC visited, but not finished Fri Mar 05, 2021 rescheduled to Mon Mar 08, 2021 rescheduled to Wed Mar 10, 2021 rescheduled to Mon Mar 15, 2021 rescheduled to Tue Mar 16, 2021 COMPLETED Wed Mar 17, 2021 FINAL PAYMENT Sat Mar 27, 2021