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June 2024 by Amber Quick
The lack of communication and follow up was unsatisfactory. While I will say we do love our new countertops I would not want to go through this process again and therefore I would not recommend working with them.
To list some examples:
1. I was advised through email (not even a phone call) our countertop was out of stock and what would I like to do next.
2. When someone came out to do the final measurement, I was not aware sinks had to be at our house, nor was I apart of the process that shipped the sinks to the store instead of our house - so I was not provided confidence that installation was going to be fine
3. Salesperson said they would call and check the status of our out of stock countertops for me a few weeks later. I hadn’t heard from him by the agreed upon date so I called the store and left a message Friday afternoon. No one returned my call so I called again Tuesday afternoon and worker said they would look into it and said I had an installation date already on the schedule (First I had heard of this). I called again and a different worker said he “thinks” they are in and that a different company would give me a call to set up an installation time window.
4. We were told an install between 10-2. The installer called at 1:40 and said that he mistakenly put in their 2nd jobs house by mistake but since they were already there, they were going to complete it, which meant they were going to be an hour and a half past my given time window. I then had to arrange for childcare and arrange my schedule to accommodate them. When I called the office to voice our frustration, the receptionist apologized and she would bring it up in the sales meeting they were having the next day. That was the last time I spoke with anyone from the office. The sales person and the manager never called or emailed to apologize or acknowledge frustration or even ask if I was happy with our big purchase post installation. I wish that I could say I’m surprised by the non reach out but it’s been a consistent negative experience.
I realize this review is long and to be honest it doesn’t even include all the issues (Another one being the messy cleanup after installation) Long story short, choose a better countertop company that values customer service and will communicate with you!
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January 2024 by Rachel DeNooyer
We were suggested to work with The Kitchen Shop + MKD for our kitchen and bath cabinets and countertops by our contractor--would never choose to work with them again. Countertop and backsplash install was a huge headache. They delivered a portion of our countertop but the backsplash portion was never sent to production. Once installed, the quality was less than satisfactory. They had promised a single slab solid-surface backsplash, but it arrived in two pieces, joined together with a terrible and obvious seam. The top of the slab had about 1/2" gap under the cabinets and there was also damage to the cabinets upon install (which they never acknowledged). They sent someone out to repair the seam with the promise of a credit, but the seam still looks less than ideal and I had to call multiple people, multiple times over the course of two months to track down the credit they had promised.
Not once was an apology offered. Not once did they acknowledge that they promised something they couldn't actually have delivered. Altogether a terrible customer service experience.
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January 2024 by Pam Sulak
Installer was at house when he said he'd be. The job was completed in a short period of time. Very friendly installer. Would recommend company for contracting with a great installer
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January 2024 by Rachel D.
Was recommended The Kitchen Shop by our contractor but will never choose to work with them again. On two separate occasions the individuals we were working with throughout our project left the company and we were never given notice, nor was our project communication taken over by anyone else. Promised deadlines were not met, product details were left out (we were only shown small samples of our cabinet choice and were shocked by the imperfections that exist on a larger scale). Also ordered our countertops/backsplash through them which was sent off to MKD, which turned into a bigger customer service nightmare. Very disappointed especially after spending so much money on our project.
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December 2023 by Cindy Ruder
Install went smoothly and we love our granite countertop.
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December 2023 by emma grissom
Fast, polite and skilled team. They did an excellent job with no headaches and made it seem easy at every step
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October 2023 by charlotte andrus
Very happy with product (kitchen counters) and all the staff I interfaced with. All were pleasant, professional, and on time. I recommend this company highly!
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September 2023 by Jodie Pope
Boy from Reading past reviews I can understand why making an appointment showing up for the appointment and the dude is walking out the door that you had an appointment with never to call you to apologize say he messed up nothing no response no nothing yet he called three times the day before my appointment to ask questions to have everything ready for when I came in yet he left nothing even for the scheduled appointment if he knew he had another appointment to show me what you had so from this I tried for a week to try to reach him again doesn't return my calls and the fact that he missed an appointment that we had scheduled he should be calling me no matter what to apologize so you and your store can kiss
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September 2022 by Google user
We paid in full, as required by the Kitchen Shop on July 7, 2020 for new cabinets as part of our kitchen remodel. It has been over a year and a half and we are still waiting for the kitchen to be complete because the Kitchen Shop keeps sending defective cabinet doors. They have been slow to respond and seem to lack any creative problem solving skills. They continue to reorder the same doors from their same supplier over and over again despite not getting any better results. It's the very definition of insanity. They blame the supplier, Mid Continent Kitchen Cabinets, but at some point we wish they could strategize for a way to deliver what they promised us and were paid for in full. It is very frustrating.
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July 2022 by Don Fisher
Not open.
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February 2022 by Melissa Ortiz
This week will be 5 months since we moved to the new house and certainty my favorite place in the house is the kitchen. ? Thank you so much Nikki Willis for capturing my vision of the design and helping me make the best selections on cabinets, layout, countertops, backsplash and hardware. I could spend the whole day here!! I know these times are super difficult with leadtimes from suppliers but I appreciate you keeping us in the loop and informed at all times. The communication and service was exceptional. Thank you Nikki and The Kitchen Shop team.
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February 2022 by Patty Greene Heintzelman
We hired the kitchen Shoppe to help update out small kitchen and bath. They were fantastic! Our designer suggested ideas that helped make our small spaces much functional and beautiful while staying on budget. The contractors were professional and their attention to detail was phenomenal. 5 star rating!
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February 2022 by Colette Konkle
We paid in full, as required by the Kitchen Shop on July 7, 2020 for new cabinets as part of our kitchen remodel. It has been over a year and a half and we are still waiting for the kitchen to be complete because the Kitchen Shop keeps sending defective cabinet doors. They have been slow to respond and seem to lack any creative problem solving skills. They continue to reorder the same doors from their same supplier over and over again despite not getting any better results. It's the very definition of insanity. They blame the supplier, Mid Continent Kitchen Cabinets, but at some point we wish they could strategize for a way to deliver what they promised us and were paid for in full. It is very frustrating.Service: Remodeling
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September 2021 by Colette K.
We ordered new kitchen cabinets over a year ago. The Kitchen Shop required payment in full before they would place the order. More than a year later, we are still waiting. They have delivered ill fitting, mismatched colors, and warped materials. Over half of the cabinet doors were either the wrong color, warped, or coming apart at the seams. We have been patient, but that has been met with rudeness (unreturned phone calls, comments like "at least your kitchen is functioning" and "What do you want me to do, cut down a tree, mill it and paint it myself", etc.) They continue to blame their supplier, Mid-Continental Cabinets, the pandemic, etc, but fail to make good on their promise. We have been forced to contact the Better Business Bureau to file a complaint. My advice to anyone, go to a big box store where they will stand behind their product and service.
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May 2021 by Betty Dennis
I called and explained exactly what I needed. I was told they could do the work. However, when I arrived for the appointment, I was basically stopped at the door and was told they couldn’t do what I needed. The representative didn’t even try to figure out what I wanted. He made it clear that he didn’t want my business. I got off of work early for a two-minute conversation. A waste of time!
