Custom Distributors Inc

ORDERED A BUNCH OF HIGH END APPLIANCES TOOK A YEAR WAS ASSURED ALL WAS IN. SEVERAL ITEMS NOT DELIVERED SEVERAL ITEMS MIS ORDERD WAITED ANOTHER 12 WEEKS THE REORDERED REFRIGERATOR WAS STILL WRONG!!!!!!!!!! THEY BLAME COVID BUT THEY SHOULD BLAME THEMSELVES FOR MISTAKES. i ORDERED BETTER PRICE AND FASTER DELIVERY FROM COSTCO. STAY AWAY FROM THIS BUSINESS NOT WORTH THE HASSLE OR LIES.

I found their service very helpful, and I got a great deal.

Sales: Patrick Rieman was the sales associate that helped us pick out or new oven and refridgeratror. Patrick was wonderful. He spent several weeks emailing us product detail and coordinating with the instalation crew to make sure everything fit in our kitchen perfectly. He was responsive, professional and overall a really good guy to work with. Installation Crew: The gentlemen that installed our oven and refridgerator were professional, prompt, and knowledgeable. They were a really good team. Management/Owners: The moral of our story is.. It doesnt matter how good the sales or installation team is if the owners just don't care. And they don't. I'm going to try to make a long, painful story short. Our order was mismanaged from the time we paid for our order to the time, months later, that it was complete. We were told our items had been placed on back-order. We were told items were ordered incorrectly. We were told that the manufacturer sent the wrong item. We were told that the right item was ordered a second time. It went on and on. The initial problems that occured happen with every business. It's how management/owners didn't deal with these problems that made our experience h***. We were ignored for weeks on end after we had complained to owners. The owners, knowing our issues, were not at all apologetic until several other errors later (and quot;I apologize for the inconvenienceand quot; was literally all they said). They recieved my email complaint but didnt respond to me until I contacted them again directly and asked for an update. Unacceptable!!! Everything we went through warrants a refund for the trim kit that was ordered 3 or 4 times (depending on who you talk to), promised within 2 weeks several times and finally installed a month after the last promise. After we had to (again) contact them. I honestly think they forgot about us. Our experience was miserable. If the management and owners got on board with the sales and installation crew I would do business with them again in a heartbeat. But they just don't seem to care. We spent a moderate amount of money and were treated like we ordered the cheapest thing on the floor. I feel really bad for Patrick and the installation team. They all work very hard and deserve to work for better owners. I'm including my email correspondence with Patrick and the owners for documentation. Patrick Rieman and lt;prieman@customdistributors.comand gt; May 3 to me Andy, I just got out of our weekly sales meeting only to have a voicemail from our shipping department reporting that your combination wall oven isn’t going to be here in time for next weeks installation. It shows a backorder date of May 23rd. I am sorry about this as I am just finding this out myself when it didn’t show up on this weeks shipment to us. Would you be able to let Rick in our installation department (#874-5444)know if you still want to keep the refrigerator installation on for this upcoming Monday? Sorry about this once again,Patrick ___________________ The Kirtland Family and lt;kirtlandfamily@gmail.comand gt; May 10to Patrick Patrick, You're shipping department called today to let me know that the oven we ordered is in. We scheduled installation for next Monday. A few hours later they called again to tell me the trim package we need wont be delivered until Monday and they need to push installation back to Tuesday. I understand that you are sales, not ordering or shipping. Could you please pass our dissatisfaction along to the appropriate management personnel? Having an item be placed on back order is understandable. However, finding out that this has happened a business day before it was supposed to be installed is inappropriate. I'm not sure what happened with the trim kit for the oven. If they had planned installation of the oven for this past Monday I would assume the kit would have already arrived. Obviously someone over there knew the oven wouldn't be in early enough to delay purchasing the kit. I'm not sure why we weren't informed before last Friday. This is not our first time doing business with Custom Distributors. We may not be your highest dollar customers but we have thus far purchased a dishwasher, double oven and refrigerator. I would expect or sale to be handled more professionally. Especially given we've expressed the need for other items in the future. Amy _____________ Patrick Rieman and lt;prieman@customdistributors.comand gt; May 10to Ken, Darin, me (forwarding email above) __________________________ The Kirtland Family and lt;kirtlandfamily@gmail.comand gt; May 20to Patrick, Ken, Darin, bcc: Andy Patrick, Can I please get an update on this? The trim kit did come in but I was told the wrong one was either shipped or ordered and it had to be sent back. They said it would be at least another week until they know anything. I haven't heard from anyone else. Amy ___________________ Patrick Rieman and lt;prieman@customdistributors.comand gt; May 20to me Amy, I have linked your e-mail to my cousin Kenny the president of our business so that he is aware of your dissatisfaction. He is also the gentleman that orders in this new brand of Micro Trim. He will be able to find out what had happened with your kit and also let me know when we should expect to see another one.I am sorry about this happening.Thank you,Patrick __________________ Ken Rieman and lt;krieman@customdistributors.comand gt; May 20to Rick, me, J, Darin Dear Amy, I just got off the phone with the trim kit company and they are promising next Monday the 27th we will get the kit in. I am sorry for the delay and that the original had to be returned. Rick, you can schedule the install for the 28th or after to be safe. Unless you think it’s prudent to wait until the kit arrives and we can inspect it. Thanks, Ken Rieman President Custom Distributors, Inc.www.customdistributors.com 800-704-6313 _________________ Rick Rieman and lt;rrieman@customdistributors.comand gt; May 21to me Good Morning After looking at our calendar, Monday is Memorial Day so I’m expecting the trim kit to hit on Tuesday. I’ll schedule the install forWednesday the 29th. If there are any issues, please let us know but we’ll call Tuesday to confirm everything. Thank you and sorry for the inconvenience this has caused. Rick Rieman __________________ Patrick Rieman and lt;prieman@customdistributors.comand gt; May 30to me Andy, I understand that the trim kit came up short and that another unit that is 1 and frac12; “s taller is on order. We just got word back from the trim kit company that it should be about 2 weeks out from today that we see it.I am truly sorry about the wait on all of this to complete your oven install. As soon as we see the trim kit our shipping department will call to schedule the completion.Thank you,Patrick __________________ The Kirtland Family and lt;kirtlandfamily@gmail.comand gt; Jun 21 (10 days ago)to Patrick Patrick, It's been just over a month. Where does this stand? Amy __________________ Patrick Rieman Jun 21 (10 days ago)to me Amy, I have forwarded this to the installation department to call to schedule. My understanding is that they have received the kit into our warehouse within the past couple days. Sara will be calling you to schedule.Sorry for the wait,Patrick **************************************************** If you are still considering doing business with this company after all of this I have one suggestion: DONT pay the entire amount up front. You're going to need something to hold over their head to get your order complete.

Custom Distributors were helpful. What we needed to have done we got accomplished. We had to get very specific appliances to fit and they were able to get us all set up. We did have some problems with a damaged appliance and they re-ordered it for us. We then had another little issue where they forgot to drop off a part, but they remedied everything and we ended up being happy with the overall service. They ended up giving us a 1 year extended warranty. I do understand that problems happen and it wasn't anybody's fault in particular.