Kitchens by Design

Thank you, Julie & Pete! What a renovation this was! We loved helping transform your space and working with you both!

Thank you, Lisa & Rob! We had a great time working with you both. We hope you enjoy your beautiful new home for many years to come!

Thank you, Dana, for your lovely review! It was a delight working with you and Adam.

Thank you, Lindsay, for your kind words! It was such a pleasure working with you and Roger. I can't wait to photograph your kitchen after the holidays! All the best, Ali

Thank you for the kind words! It was a pleasure working with you, Sallie!

Best,
Becky

I’m sorry you feel this way and are so disappointed. Our process began with an email inquiry from you regarding our services. I called and explained there is no fee to meet at our showroom at any time. We charge $75/hour for home consultations/field measure and this fee is applied towards kitchen cabinets. Our first consult began at our showroom. We spent time looking at cabinetry and countertops and custom options that you wanted to incorporate into your design. You picked out a few door styles and painted finishes that you liked and showed me pictures you had collected of the design style you wanted for your kitchen.

After our first consult you felt it was important that I see your space and measure with your partner who was the general contractor. I worked on a design based on the details you wished to incorporate and we met at our South Burlington location to review the design, finish selections and pricing. After reviewing the design and pricing, you wished to own the plans, and take them home that day. I explained that our business policy requires a $2,500 design retainer, and that retainer will become part of the 50% deposit towards the kitchen cabinets. This retainer protects our company should you elect to take our detailed design plans and purchase kitchen cabinets elsewhere. You accepted the terms and signed the retainer and paid $2,500 to own the plans. I explained in-person, and the retainer clearly states: “If the client chooses to not purchase from Kitchens by Design, the retainer fee is to stay with Kitchens by Design for payment of design fee.” It is non-refundable.

Like many designs, there are revisions and fine-tuning of details, and correcting any discrepancies that arise. From July 24th –December 9th, through an exchange of weekly phone calls, numerous emails and in-person meetings, the course of your kitchen design evolved. I am sorry that you are disappointed, but the design was always dictated by your direction based on your wants and needs.

In addition to the kitchen design, you wanted to add a few cabinets for a wet bar. After 3 revisions, you signed the wet bar proposal and with your direction I ordered the wet bar cabinets and accessories. You asked to cancel the order two days before the cabinets were scheduled to be delivered to your home. I explained that once we place a cabinet order, we can’t cancel it. Per your request, we stored the cabinets for 8 weeks until you wanted them delivered. We personally delivered the wet bar cabinets and accessories. The owner of Kitchens by Design and I opened every single item with your partner, at his pace. The next day, you noticed a door that needed to be replaced and had concerns about another door. We called our Manufacturer’s representative and he and the owner of Kitchens by Design went to your home to look at the items and address your concerns. Those concerns were addressed, and replaced. We always stand behind the products that we design and sell and work to ensure our clients are satisfied.

From our emails and in-person meetings you expressed excitement and satisfaction with the design we developed. I was under the impression you were happy. The news that you wanted to cancel the project came as a huge surprise, as any growing dissatisfaction wasn’t articulated until one month after our last meeting when you emailed asking for a refund. I regret that we couldn’t resolve this to your satisfaction and had hoped for a more fruitful experience for you. I wish you the best on your kitchen design process.