We ordered our remodeled kitchen and floor from ProSource, since Ted hooked us up with our contractor Pete who did really great work for us on another project.
We agreed on a general design for the kitchen and island working with Dave who was very experienced in this area and asked to make some changes before ordering due to some changes with where we wanted the dishwasher to go. The final plan was signed and approved. There were some typos in the order, but Ted fixed them before sending. When the cabinets came in, we were asked to verify the completeness of the order only by the list the delivery people had. As far as we could tell the list was complete. When Pete went to install the cabinets he found that the parts that were here did not match the parts on the drawing that Ted had sent him. We asked Ted on Saturday for an updated copy of the updated drawing and he sent us the old one again. After trying many times Pete could not make the parts fit to the drawing. On Monday it was found out that Ted sent the wrong drawing and after checking the parts list against the correct drawing it was found that the cabinet company had sent the wrong panels for the refrigerator and dishwasher. They apologized and said that they would have to order the correct replacement part but it would take a full two more weeks. We had no kitchen sink at this point and had to wash dishes in our bathroom for over a month, because when the right part came in, it was damaged. They asked us to accept the damaged panel and a check for $250 for our trouble from Diamond if we would use it damaged (I told them to keep the check and get me the correct part, undamaged-they sent the check to my house anyway and sent the new part). It took two more weeks for the damaged part to be replaced. By then we started having our floor installed since this would not change the final layout and moved our fish tank next to our window bench seat with only a foot of clearance. When Pete installed the two drawers (he thought were similar to the island sections with finished color skins on both sides) not knowing they were not the same as the island, he put them in the wrong order and the outside drawer was bare plywood. We did not see this until after everything was already installed. I called ProSource and they said that it was my problem since the parts were correct that they sent and that Pete installed them improperly. Dave said I could order a skin for the drawer, but that I would have to pay for it myself, it was not their fault or Diamond cabinets fault. Truth is, it would not have been a problem if they had not messed everything up with the drawings and components in the first place. My cabinets have multiple holes in them from being put in and taken out so many times to try to make it work it is not funny. One of the cabinets came in missing a shelf also and they told me that they would take care of that (no charge). The price of getting the same exact cabinets from Lowe's was about the same as at ProSource, but I decided to go with them since they hooked me up with Pete and we were 100% satisfied with his work. In retrospect, I should have gone to Lowe's and would recommend others to do the same. The Diamond cabinets are really nice and we love the quality.
We also ordered the floors from Prosource, engineered vinyl. Pete measured and we measured and came up with what we needed. Ted insisted that it was standard policy to order 10% more in case we needed it. Now we have 6 full unopened boxes of flooring sitting in our garage that we did not need and ProSource said they do not take returns, once you buy it, it is yours. :-( very Poor business practice. Ted gave us a sample of the floor to take home and check the colors, but asked us to be careful with it since it was his only sample. He told us about how impressive the vinyl floor was and resistant to scratches and the best thing for pets. We ordered it and when it came it, it came with installing and cleaning instructions also with a note to not use any rubber backed rugs (potential to stain and discolor). This was not good news to see after half of the floor has been installed in my house. If you put a non rubber backed rug on the floor it slips out from under you like standing on ice. We will just have to deal with it changing colors (which is better than people falling and getting injured on my property at my expense). I understand that some excessive scratches from metal objects should cause damage, but this stuff scratches very easy and leaves visual marks from very minor contact with metal and the bottom of a plastic shop vac. Just Pete moving his toolbox and shop vac around made nasty scratches everywhere. You can wipe them off and they look like it goes away when it is wet, but when it drys, the scratch is still there. Just something I have to live with now and wish a more realistic picture would have been painted for my expectations.
The crown molding comes in three parts, when Pete finished installing it he came short on one piece of the molding that we had to fix by installing the back splash tiles and caulking to cover it up (I checked the garbage to make sure he did not throw any away accidentally and he had not). We had two full sections of the other two components untouched and still in my garage. I asked Dave about this and he said it did not make sense, that they should have given the same for each, but it was not the case. In my opinion, it looks like I paid for two extra parts that I did not need.
Ted had also shown us a sink and faucet. My wife told him she liked the way they looked but wanted to shop around. At no time did we ever order either of these components for him. One day he contacts us and tells us these are in. WE DON'T CARE, WE DID NOT ORDER THEM!!!
Overall, this was a HORRIBLE experience!!! I asked Dave what they could do for me to make things right and he said he was sorry I felt the way I do and that something like this had only happened once to another customer a couple of years prior. I am thankful for not having a stroke being so mad throughout this experience. From looking around the office at ProSource you can see from the charts on the wall that sales targets are their key for functioning daily business and attention to detail and having satisfied customers in not.
Ted even had the courage to ask us if we were still planning on ordering our back splash tiles from him, even in the middle of all this unpleasantness, which tells me he believes he is just doing his job for sales. I told him no through Pete, that we would never order from them again (except for the drawer skin). I would have not ordered that, but the rating link to give feedback had already expired and this was my one and only chance to make sure others know what happened.
Thank you for your feedback and time. We are disappointed to hear about your experience and apologize for your inconvenience. Our number one priority is the satisfaction of our members and clients and we are always working to improve the experience. We will be reaching out to you shortly, thanks again.