Lang's Kitchen and Bath

Went very well. Lang's did the design process and subbed the install to one of their regular installers who did the whole job by himself. We didn't have to manage the timing of separate subs for electrical, plumbing, painting, etc.

Initially things were going smoothly. We were told that it would take 6 weeks for delivery of our cabinets and to work backwards from the date we wanted to have the project complete. Knowing we were expecting guests the first weekend in June, we did just that. We gave a deposit for our cabinets to be ordered on March 30, 2012. Instead of receiving the cabinets in 6 weeks as promised, it took 7+ weeks to be delivered. The cabinets were finally delivered on Friday, May 25th. Our contractor opened the boxes and inspected each for damage that same day. It was not until Monday, May 28th when we aligned the cabinets that we realized one cabinet was 3 inches shorter than it should have been. Obviously with the Memorial Day holiday, we were unable to get in touch with anyone at Lang's. My husband left a very detailed message that we received the wrong cabinet and would need the corrected size ASAP. One would think that we'd receive a call immediately but of course that did not happen. When my husband finally spoke to them, they blamed the manufacturer (Robin Wilson Home Collection). They said they'd get in touch with the manufacturer but that it would probably take two weeks. I would think if it was the manufacturers mistake, they would have a quicker turn-around time than two weeks. We never received a detailed listing (or bill of lading) of what was being ordered or we may have picked-up on this in the very beginning. Needless to say, we've lost our contractor while waiting for this cabinet to arrive. As of today, it looks like it will be more like 3 weeks to get the cabinet delivered. The lack of transparency as well as the poor communications is the reason for my rating on this business. Although the products they sell are top of the line, the lack of responsiveness is what will keep me from being a returning customers. In this day and age, it should not take more than 1 day to respond to an email. On more than one occasion, I'd receive a mail that he was reaching out to his rep and should have an answer on Tuesday. Tuesday would come and go, and still no word on the progress. In the meantime, we were trying to keep our contractor abreast of the situation so he can schedule accordingly. Also, after receiving our business, it was almost impossible to get them on the phone. It seems everytime we'd call, he was always with a customer. Needless to say, it was a very frustrating experience.