• Report: #133179

Complaint Review: American Woodmark - Home Depot

  • Submitted: Mon, February 28, 2005
  • Updated: Tue, November 27, 2012

  • Reported By:altamonte springs Florida
American Woodmark - Home Depot
Altamonte Springs. FL Altamonte Springs, Florida U.S.A.

American Woodmark, Home Depot appalling quality from the manufacturer extremely poor customer service from Home Depot Kingman, Atlanta, Altamonte Springs Florida

*Consumer Comment: American woodmark (great company)

*Consumer Comment: American Woodmark is builder grade

*UPDATE Employee: I work at AWC and would not buy the cabinets

*Consumer Comment: AmeWoodmark is a good company and have exelent costumer service

*General Comment: Handled this all wrong

*Consumer Suggestion: HOME DEPOT is the problem, not AWM

*Consumer Comment: cabinets

*Consumer Suggestion: DIFFERENT EXPERIENCE

*UPDATE Employee: You handled it all wrong.

*UPDATE Employee: American Woodmark Customer Service is where you should have gone....

*Author of original report: still no response from Home Depot - American Woodmark

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Buyer Beware!

If you value your time, money, and integrity be warned, do NOT deal with Home Depot or American Woodmark for any of your cabinetry needs, you will get badly burned, if our experience is anything to go by. We are writing this as a warning and as a service to other consumers in the USA - we would spare you the anguish of going through the same experiences we have in our dealings with both companies, including the following -

misaligned doors - no amount of tinkering with the hinges could get them level

- Having our first order totally screwed up, so that I had to go through the entire invoice to pick out all the faults and correct them before the order was shipped out to us.

- Receiving two thirds of the shipment some weeks later, and being told that we had nothing further to receive by American Woodmark. Taking further time away from my work I returned to Home Depot to eventually discover that our order had been mysteriously broken up into two orders, the latter of which was going to take a further two weeks to arrive.

gaps in joinery - note also the splintered join in the corner

- Discovering upon returning home to unpack the shipment which had arrived that the majority of the cabinets were of an appallingly standard, with crooked and slanted drawers, sagging and misaligned doors, cabinets out of square, drawers that wouldn't fully close, poorly finished woodwork, and damage which included router marks, scratches, dents, and a warped door. In sum it proved to be the poorest workmanship I had ever seen, the worst by a long way, so embarrassing that it left one to wonder how any business could or would have let the products out the door.

- Being told by Home Depot, in response to my complaint, that it would be inconvenient' for them to come out to inspect the goods until the remaining cabinets had arrived. It was considered more convenient obviously to take up half our living room area storing the stuff for a couple of weeks, even though I had made it plain the cabinets were unsatisfactory and would have to go back.

- Receiving confirmation from Home Depot that the remaining cabinets had arrived and would be shipped out to us the next day, a Friday, which just happened to be the day prior to Hurricane Frances' arrival in our home town of Orlando. As is per usual with these kind of self-serving deliveries, Home Depot gave themselves the widest window of opportunity (anytime between 9 - 5) and I sat around all day hoping for an early delivery so I could make a dash out for some last-minute purchases that had come to mind with regard the emergency. The day went by and no delivery took place, at which point I rushed off to gather what I could. The following Monday I called Home Depot to find out what had happened - Oh, we had to cancel delivery because of the hurricane! Nice of them to tell us, wasn't it? In the face of the hurricane's arrival I'd had the courtesy to hang around all day when other matters were more pressing, yet this appalling company couldn't even have the courtesy or consideration to take two minutes to call our home and save me the time and trouble of hanging about waiting all day, especially when they would have known that Orlandoans were preparing for a hurricane. B..ds.

Frayed ends sticking out in the join - a common problem with all the cabinets

- Receiving the remaining pieces and discovering the quality was just as poor as the first shipment. Included was a pantry cabinet with a door hanging loosely by one intact hinge at the top - the other two had snapped off, leaving the door to swing about and scratch the woodwork with the jagged edges of the broken metalwork.

- Received a letter from Home Depot's accounting section to inform us we were being penalized for late payment. What a punchline to the whole fiasco to date, when the fact was we had made the whole purchase under one of the company's periodic no-interest, no-payment for 12 months' schemes. No, we were told, that wasn't the case, as we had made our purchase the day AFTER the offer had expired. Let's backtrack a bit at this juncture, so you can fully understand our disgust at all this. We had made our initial order on the last day of the offer in question, signed all the papers, everything. But because of the problems I had detected in the order, when I returned the next day to rectify the situation the woman I dealt with informed me that the only way she could make the corrections through Home Depot's computer system was to cancel the previous order. As far as accounts were concerned therefore, Home Depot's methods for fixing up their own screw-ups were our tough luck if it meant the deal had expired when the corrections were made. It was only after a heated telephone conversation that the company decided to honor it's agreement.

- Eventually received a visit from a young man working under the nebulous title of Home Depot's Install expediter'. From what we could ascertain the title is a euphemism for let's get our arses out of this as painlessly and as cost-effectively as possible'. The delivery was slick, smooth and fast, starting with an initial foray into snow-job territory, with claims that most of the concerns were quite normal and readily repairable in-the-field' - this with barely a cursory glance at the stockpile of junk I'd been forced to store for weeks for just this occasion. Only when I began giving the guy a guided tour of all the havoc did the tone quickly shift to one of solicitation and good intentions. I'm here for you, what can we do? When I informed him that I thought the stuff was junk and would have to go back I was presented with two choices, both of which were delivered with the kind of generosity of spirit that left me wondering if I was supposed to get down on my knees and thank Home Depot for its largesse. In the first instance I was told, with all the enthusiasm in the world, that I could return the faulty cabinets and get another order - at no extra cost to me (how generous is that, hey?) - and that this time Home Depot would make sure' that the cabinets were given special attention to ensure they were up to specification. Call me strange, call me weird, but isn't this what I SHOULD HAVE EXPECTED IN THE FIRST PLACE??? Only Home Depot could take a consumers basic expectations of a product and turn it into some sort of bonus feature to the deal, a wonderful gesture of benevolence. Yep, after all we had been through their basic way of making up for it was to essentially offer us what we should have already received, and do it in such a manner that we should have felt grateful. It's a pretty a pathetic world we live in when you apparently have to receive special treatment in order to obtain the basic items you've ordered. Can you picture American Woodmark as a car manufacturer and Home Depot as a dealership - I tell you what we're going to do, when you get out of hospital and finalize funeral arrangements for your wife and kids I'll make sure next time that you get a Woodmark Woody' that DOESN'T lose it's steering wheel at high speed, okay, cause you know that we're here for you, guy!

As for the other offer? With the same enthusiasm and overtones of largesse, the opportunity to simply return the goods, at no expense to ourselves! Our expediter friend went out of his way to assure me that the bill for the cabinets would be forgotten - wow! Another basic consumer right wrapped up as a gilt-edged offer.

Later that day a truck was sent around to pick up the cabinets. Having kept all the packaging I fully expected Home Depot to send a team of people around to re-box all the cabinets for their return journey to the manufacturer. Nope. One driver arrived who proceeded to load them all up as is, no packaging, nothing. The obvious impression given was that Home Depot cared nothing whatsoever for the cabinetry, which was of particular note when my wife returned home from work later that day and called the company to voice her own complaints. The individual she spoke to, someone by the name of Larry, tried doing a deal, stating that we could have the cabinets back less 10% of their value. On the one hand Home Depot had wanted to initially argue that there was little wrong with the cabinets, had then treated them with scant respect for the return trip to their store, and now wanted to offer us a pathetic discount on faulty items that had probably had further damage added to all the inbuilt flaws they'd arrived with.

What Let's-do-a-deal Larry doesn't get, what his smooth-taking predecessor didn't get, and what the company doesn't get, is that they've acted in an insulting manner from beginning to end, glossing over our concerns and anger, over the appalling quality of the product we received, and over the company's own mistake-ridden contributions to the fiasco. At no juncture has anyone even considered offering us an apology for screwing up our plans, our time, our hopes, and our home for the last couple of months. We have been planning on remodeling our kitchen for the last few years, and now, when we finally had the time and money to accomplish it, our plans have been squashed by one company's appalling standards of manufacture and another's utter self-absorption and disinterest where it's customers are concerned. This is the price we pay when our traditional small firms get pushed aside by corporate entities whose only bottom line is shareholder interests and profits. Go to American Woodmark's home page and see where the main focus is - you'll get the point. You either get redirected to Home Depot or Lowes to view their actual products, or you can delve further into the site itself and discover that it has next to nothing to do with cabinetry or remodeling, it's all about corporate structure, profit margins, and shareholders.

Here it is - http://www.americanwoodmark.com

Thanks to all this our plans for remodeling the kitchen have had to be shelved till next year, due mainly to the fact that pending work commitments, plus the time it would take to find an alternative source for the cabinets, preclude my being able to find the time now to perform the task. Thanks so much to Home Depot for its part in the debacle and for its very warped perception of customer service, and a big thanks to American Woodmark for showing us why moving the manufacturing processes of this country off-shore might not be such a bad thing after all.

If you've read this far, do yourself a favor if you're thinking of remodeling your kitchen and steer well clear of American Woodmark's products, they are nothing but poorly manufactured junk, as far as we can judge from our own experience. A dozen faulty cabinets out of an order of fifteen, spread over two orders, would tend to suggest that what we received was no accident but a uniform manufacturing process. Go to the following page for more details.

Finally, do other people a favor and email them this page. The more people who become aware of our story the better, as it may help others to avoid the same pitfalls and disappointments of dealing with both company's. One manufactures a crappy product, the other sells it, and neither apparently cares about the repercussions to the consumer.

((photos to be posted soon))

altamonte springs, Florida

This report was posted on Ripoff Report on 02/28/2005 03:24 PM and is a permanent record located here: http://www.ripoffreport.com/r/American-Woodmark-Home-Depot/Altamonte-Springs-Florida-32701/American-Woodmark-Home-Depot-appalling-quality-from-the-manufacturer-extremely-poor-custo-133179. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment

American woodmark (great company)

AUTHOR: L.I.Contractor - ()

i am a contractor in n.y. for 30 years id custom kitchens and bathrooms , i started using American woodmark cabinets in 2004 , have installed about 10 of their kitchen cabinets , thier kitchens are easly 1/2 the price all the top cabinet makers and made just as well if not better plus they will replace the doors for free for the life of the cabinet ,just try doing that with any other cabinet maker !!! For example my friend wanted craftmade cabinets which where 22,000 dollars about 9,000 more than amerian woodmark anyway one of the doors was damaged in shipping i called company they told us they will send a rep. out in about 2 weeks to make sure thats what happened and if you will qualify for a new door . My friend was so upset over one door he finally got it after 2 months , being screwed like that is not an option when spending that type of money.Have had doors that didnt match i call American woodmark they go to your oder and replace the ship it to your house with-in a week they are great !!! i'm a contractor i dont need a hassel YOU CANT FIND A BETTER COMPANY !!! that guy was mad cause he kept coming late so they fired him , i dont blame them thats why he wrote bad things ,because its certainly not for the beautiful cabinets they produce !!!

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#2 Consumer Comment

American Woodmark is builder grade

AUTHOR: Nathar - (U.S.A.)

If you buy cheap, builder grade cabinets, don't expect them to be as good as mid-priced semi-custom cabinets.  Builder grade cabinets are designed to last long enough to get a buyer through a walk-through inspection, and a quick one at that.

I'm a Bishop Cabinets dealer. I recently bid on a new construction kitchen for a lady who was also working with Home Depot.  The cost of her AWC cabinets installed, with tax, and freight was less than my dealer cost for just the cabinets I was quoting for her.  By the time I added in dealer mark up, installation, tax, and freight, I was $5000 more expensive ($12,000 versus $17,000).

In fairness, the installer usually has to tweak every door and drawer after the cabinets are installed because they shift around during the trip on the tractor trailer.  If the installer left the doors uneven like that, he is a dirtbag.
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#3 UPDATE Employee

I work at AWC and would not buy the cabinets

AUTHOR: Steph - (United States of America)

I work at an American Woodmark plant and even with the employee discount I would not spend money on the cabinets.  The finish work is horrible and the quality of the assembly is so poor it's a wonder the cabinets stay together long enough to be loaded onto a truck.  This is not surprising though with the poor way the plant employees are treated at the Indiana plant.   This plant is unable to keep managers and the salary turnover has to be the highest in the company.  This is one reason for the poor quality; the continous revolving door of leadership.  What managers that have been there longer than a few years are very weak, inconsistent and push for quantity over quality.  It's all about getting a certain number of cabinets out the door within a certain time.  I don't know what they're telling Alexis C. at customer service but it is not the current reality of an American Woodmark production facility.
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#4 Consumer Comment

AmeWoodmark is a good company and have exelent costumer service

AUTHOR: Tony Perez - (United States of America)

I got my kitchen cabinets in home depot of san jose ca. the doors have some stains and I reported to home depot , We contacted american woodmark and they replaced my doors in 2 weeks they dont even asked me for the demages doors, exelent costumer service , I have problems with my cabinets for the poor assistance from the home depot desainer but dont have nothing to do with american woodmark I think is a very good company.

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#5 General Comment

Handled this all wrong

AUTHOR: Kevin - (United States of America)

I can say that Tim handled this all wrong. I have been installing American Woodmark cabinets for 20 years through Home Depot. Tim should have gone back to his designer with his issues. The designer would have gotten the Rep from American Woodmark to come to his home and inspect the cabinets. They would have replaced anything he wanted to replace. Out of square, doors misaligned!

Obviously Tim has no idea how cabinets are installed properly and how to adjust the doors after they are installed. I can understand his frustration but he needed to be better informed from the beginning. His designers job is to help him with this.. He did not purchase a top line cabinet. These cabinets are absolutely worth what he spent for them. As far as the damage in shipping. Again he needed to contact his designer and that would have been taken care of immediately. American Woodmark is truly concerned about all issues with their product line and go above and beyond with customer service. Tim seems to have had one bad thing lead to another, but truly handled this wrong from the start.

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#6 Consumer Suggestion

HOME DEPOT is the problem, not AWM

AUTHOR: Rachael - (USA)

It honestly looks like your complaint should be with Home Depot- Not American wood mark.  I have, and still do, work with American Woodmark Cabinetry.  Besides having something damaged in shipping, or maybe one warped door, for every 10 kitchens ordered, I rarely have any issues.  I am a designer, I used to work for Home Depot, and there are many reasons why I left there.  It looks like the designer you worked with at Home Depot, was not very clear with you about the process.

Sometimes doors come warped, or split- this comes from delivery issues, or the expansion and contraction of wood-this is natural, this is wood.  I always tell ALL my customers to expect an issue- expect me to have to order maybe a door, or drawer front- this way, my customer is prepared.  And this even happens with my top of the line cabinetry.  (Your designer, should have ordered you replacement doors, drawer fronts, and you should have got these with-in one week-IF she/he ordered them right away)

Also, regarding the crooked doors and drawers- this is normal- with all the shipping that these cabinets go through- they will not be straight!!!  All the door hinges are adjustable, and should be adjusted after install-  (doors/hinges are removed before install anyway- so when they are put back on, they need to be adjusted.)  All drawers, after install, should be removed, and replaced into the cabinet.  The drawer front will be screwed into the drawer box, if you notice that the screw hole is much larger then the screw- there is a reason for this.  They do this so the drawer front has wiggle room- this is so you can adjust the drawer fronts.  In a few years, your drawer fronts, and doors WILL have to be adjusted.  i'm not sure why your designer did not explain all this to you, but alot of your issues could have been solved immediately.

and the news that you will not want to hear: this door style that you have is on the lower line of cabinets- not to say that you did not spent good money on these- but you get what you pay for- and these are NOT mid or top line cabinets.  These cabinets that you bought, I have on display in my show room- a great door style for the money- BUT these are NOT custom cabinets- they are nice for the money- that's it.  You will be re-ordering doors forever, if you think that you ordered custom cabinets. 

Next time you do a large project, go to a small company that will come out to your house and measure for you- and if you have an issue with a cabinet- your not trying to explain it over the phone, because the deisgner you worked with, is on their way to your house.  GOOD LUCK!
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#7 Consumer Comment


AUTHOR: Mmf - (U.S.A.)

I remolded my kitchen in 1999 and ordered many cabinets thur home depot made by american woodmark,I have nothing but good things to say about my order back then---they have held up fine and are still fine no problems at all,just last week i ordered more in fact we expanded our kitchen and needed to match what we had I def.would recommed american woodmark cabinets..

just my experience and wanted other to hear and know I think this company does a wonderful job.
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#8 Consumer Suggestion


AUTHOR: Jeanski - (U.S.A.)

I had a somewhat similar experience when I remodeled my kitchen through Lowe's (but maybe it was Home Depot.... don't really remember!). The people in the store were awful - the order was messed up, the guy who measured the kitchen didn't know how to measure, it took many more weeks than they told me to receive the cabinets, and it was just painful all the way around. However, I also used AW cabinets and was quite pleased with the workmanship. Although it's been a few years since I lived in that house, I don't recall anything of the nature you describe. Your pictures, however, are worth a thousand words.
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#9 UPDATE Employee

You handled it all wrong.

AUTHOR: Ncc1701 - (U.S.A.)

I have sold American Woodmark cabinets at Lowe's and The Home Depot. They are a company that bends over backwards for their customers. AS far as your doors are concerned, all you had to do is talk nicely to your designer at The Home Depot and they would have had American Woodmark ship replacement door with no questions asked. They don't even want the old doors back.

The expeditor that came out from The Home Depot did exactly what they are suppose to. As far as the company coming to pick up the cabinets that YOU decided you didn't want, they are drivers. Not loaders. Why would The Home Depot come out to re-pack the cabinets that you un-boxed and you want to return. That's your job. Since you were not willing to work with them and end up with a finished job.

It was probably in The Home Depot' best interest to let you return the cabinets anyway. You sound like a customer that would have been nothing but a pain and would of ending up costing them more money and time than you are worth.

Just my 2 cents.
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#10 UPDATE Employee

American Woodmark Customer Service is where you should have gone....

AUTHOR: Alexis - (U.S.A.)

I work in the customer service call center at American Woodmark and I have nothing bad to say about the company or our product. I understand the frustration of the customer and that is what customer service is for. To fix the problem. There is just this unreasonableness of the customer that goes along with that. If there's a problem we'll fix it, with product not money if you want money you'll have to go back through the store you purchased from but we can send you out product no problem but the customer has to realize that they are not going to receive those cabinets/doors/ect the very next day. These items need to be manufactured. Which takes a few days...we can't just pull these things out of thin air and hand deliver them to you.

Also, the comment was made that Home Depot set up delivery of the customers cabinetry. That is an untrue statement. American Woodmark contracts local delivery agencies to deliver our cabinets because we do not have our own trucks.

Put simply, if you would have contacted customer service we would have helped you. Personally, I do anything I can to make things better for the customer. I deal with Home Depot sales reps all day and the only thing that is on their mind is to call in the damages in, get them replaced as fast as possible and do you know why? To get the customer off their back so they can go on to sell their next kitchen. That is not the goal of customer service. We want to satisfy.

I would just like to say that the opinion of one person should not discourage anyone from purchasing American Woodmark cabinetry. The fact is compared to our competitors, we have the best product out there. We're even manufacturing 2-3 weeks faster than our competitors.

So let me just apologize for the fact that your cabinets were damaged in the first place, that is very upsetting and although you think that the problems and issues don't get addressed with the "higher ups" they definitely do, and please feel free to contact customer service with problems in the future. We're here to help.

Alexis C.
Winchester, Virginia
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#11 Author of original report

still no response from Home Depot - American Woodmark

AUTHOR: Tim - (U.S.A.)

An additional point which should be appended to the initial report - despite our complaints to American Woodmark, and despite the fact I created a web page elsewhere to warn other unsuspecting consumers about both companies, American Woodmark has never bothered to respond to us, not once, despite being sent numerous emails. Additional emails sent to Home Depot's main office to complain about their Altamonte Springs branch also went unanswered.
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