Reply from Wholesale CabinetsApr 24, 2023
Good Afternoon Amanda,
Thank you for your order and your review. We regret that your experience did not live up to your expectations and would like to explain the background to the points you raise. Both of these points relate to the routines and policies of the third-party shipping companies we work with.
The first point you raise (the delivery time window) did not come from us, it came from the shipping company. While we regret that they were not accommodating of your needs for delivery times, the scheduling and local procedures of each shipping company is outside our control once a shipment has been sent. If any customer has specific requirements on delivery time frames, we will do everything we can to select a shipping company that offers a delivery time window aligned to those needs but to be able to do so, we need to be aware of this before the order is shipped. This is no different than most other deliveries of bulky items which require a signed delivery, regardless of company selling those items. When you contacted us about your problems with the delivery time frames, we offered to arrange for a call when the shipping company was on its way to your delivery address, which you declined.
We have also investigated the second point you brought up and the designer did in fact provide the correct number of moldings. If she would have provided an incorrect number, we would have been happy to send you a piece free of charge. In our communications you even confirmed that you misunderstood the placement of the molding and would purchase an additional piece. The shipping cost you mention is indeed correct. As the molding is 8 ft long, it cannot be shipped by courier but has to be palletized, so we have to pay for a full pallet space in a truck and that is why the cost is high in relationship to the product cost. The shipping companies charge the same whether there is one or thirty items on the pallet and this is why we offer free shipping on most of our orders but have to charge a significant amount in shipping for the smaller orders. As you indicate, we offered to cut the molding in half for you as that would allow us to ship your molding via courier which would have reduced the shipping cost by about 80-90%. While we regret that you did not consider this a reasonable suggestion, this would have been no different with most other cabinet companies as most of them use third party shipping companies just like we do.
We would be very happy to continue assisting you with any other concern or question that you have relating to your order – please don’t hesitate to reach out should this be the case.
Best Regards
The Team at Wholesale Cabinets
