MODERN BUILDERS SUPPLY INC

This is the letter I wrote and sent to every officer in their company (I have excluded proper names: Hello, I?m contacting you one last time to enumerate my calamitous experience with your company. Quite frankly I just don?t want to have to start this whole process over somewhere else after investing nearly 3 MONTHS trying to buy cabinets from you. I want to give you one more chance at service recovery. I am HOPING that you will read this email, be objective and treat me the way you would want to be treated if this RIDICULOUS series of events happened to you, at the holidays, right after you moved into a new house. I guess I?m trying to restore my faith in customer service. Because, honestly, your company doesn?t make or even install cabinets. It seems to me your roles is helping the customer with a selection, ordering the cabinets and delivering them in a timely fashion. Two of those three things did not happen! My experience: I tried ordering twice in early October from **** at your YPSILANTI STORE, each time the invoice was changed (price increases due to items previously unmentioned being added) When I questioned one increase, she ?sent it back to the fabricator? and they then returned a slightly smaller number. Then I discovered mis-measurements of my 80 SQUARE FOOT KITCHEN. I brought them to ****?s attention. With barely a ?woops? from **** I saved your company mis-ordering almost $4000 worth of cabinets. I emailed **** three weeks after finally ordering. I received no response. The next week I called and by chance spoke to *** filling in while the find a replacement for ****at the Ypsilanti store. He discovered ANOTHER DISCREPANCY between the blueprints and Purchase Order. After coming out to re-measure he discovered there was indeed an ERROR. I was told that the store manager would contact me. I contacted him after not hearing back after 24 hours. He seemed annoyed and surprised that I was contacting him. Seeming to not really believe me he asked if I paid a deposit. I told him I was never asked for one. He then asked for proof that **** said she placed the order with out it. I provided that email. Repeatedly I have been told, ?Mistakes happen.? Yes, but they are mistakes and they are no my fault. As a customer I want the product you sell. Accurately and in a timely fashion. Additionally, these mistakes were egregious. Yesterday I was asked ?I don?t know how you being without a kitchen for 2 months is our fault? Well, I initiated this process in late September and tried to initiate an order in the first week of October. Delay after delay and then NOT ordering the cabinets result in me receiving them in early December with a mid/late December counter top install. In an email I received yesterday ****** told me ?can only assume this order wasn?t placed because **** had other things on her mind.? That is not my fault, nor should it be my problem. Please, I implore you, look at these things objectively. Reflect on them. Imagine they happened to you, at the holidays, in your new house, causing stress for nearly 3 months. What would your customer service expectations be? Through this process I was accused of not really placing the order, Offered 5% off my order then begrudgingly 15% after being told, ?people makes mistakes.? Do you feel like the above shows that you delivered 95% or even 85% of the experience I deserve as a customer? I have worked in the service industry for 20 years. I am a business owner and now a landlord. I understand that service recovery is difficult. It requires one to admit doing something that had a negative effect on someone else. It involves sincerely saying I?m sorry and often giving away something you?d rather be selling. But it builds good faith and loyalty. It is the right thing to do. I would like someone to understand what has happened, sincerely say, ?I?m sorry? and offer me compensation that is commensurate with the terrible experience I have had. If our current status is where you wish to leave things, then I will take my business elsewhere and share my experience with other, as anyone would. Thank you for reading. Happy Holidays.

1 base cabinet was too short (length). The right box (markings) were prosent, but the wrong cabinet was in the box. We were promised that the cabinet would take 4 days to receive, but 6 days later, we are being told that it will be 3 more days. This is holding up my kitchen project.