I have had the opposite experiences with Omega's customer service. When I had issues with my KD's company providing me with what I had contracted for and paid for, I called Omega directly and they told me they would take care of it. They sent me what my KD's company was balking at and told me they would deal with the company. My order arrived within a couple of weeks and, finally, it was correct. (At no additional charges for me.)

The delays you are experiencing are throughout the industry, not just Omega. ALL cabinetmakers (as well as appliance dealers & others) are having issues -- they get an estimate from their suppliers and communicate with their clients the estimated date. When the suppliers cannot make their estimated date, it impacts your expected delivery.

Have you dealt directly with them or has all communication been b/w your KD and Omega and you are hearing it second-hand? Based on your comments, it sounds like your KD is the only one communicating with Omega. It's how it's supposed to work -- assuming you don't have issues with your KD.

It's your KD's responsibility to keep tabs on the order and to keep you up to date.

Thanks @Buehl! Unfortunately, we were ready for all types of delays. But this is outside of even those expected delays. That is why I posted.

Our KD is engaging with Omega. And we are are engaging with Omega trying to escalate.

This is not my area of expertise, although I work with customer services organizations all day as a consultant. I cannot take this relationship 1:1, but expect the right level of responsiveness in resolving an issue. Not pushing the issue down on us by just continue to delay our order with no kind of reparation.

But the responses are vague and keep changing. At this point, 13 weeks into the order they are not willing (or incapable) to give us a delivery date and still projecting 12 weeks out (potentially). They also have made it clear that the delays are not supply chain related - which we are aware off in the industry - but of internal design pieces - which as I said shouldn't be translated down to us as a customer.

We are not upset about the delays; we expected them (within reasons as shared by them). We are upset by their service, lack of clarity and unwillingness to provide at a minimum a true delivery date.

Good to hear your experience was different.

What do you mean exactly by Internal design pieces?

Maybe the reason for your delay isn't supply chain issues. But supply chain issues are slowing EVERYTHING down and overwhelming the system. That has to indirectly affect your order as well.

@buehl do you work for Omega or masterbrand cabinets?

Omega is a highly reputable high end custom brand that is suffering from the same issues that an entire industry is suffering from.

Thank you for your valuable contribution to this thread.

@buehl how did you contact omega directly? The phone number I called always reach voice mail. I recently started kitchen renovation with my KD with omega cabinets. I am suspecting that my KD overcharging me. Do you have any suggestions how to deal with this issues? Thank you!

I think I just called the Customer Service # on their site, but I don't remember now. It was over 10 years ago. I don't remember having any problems getting through.

Regarding overcharging you -- the only way to tell is to find others who provide the same cabinets in your area. Cabinetry costs even within the same line can vary depending on:

• what "discount" a KD's company gets
• what area you live in -- high cost of living vs low cost

Then there are the choices you made when you ordered the cabinets that will affect the costs. Things like:

• what material you chose -- cherry wood, maple, MDF, etc.
• what finish you chose - paint, stain, etc.
• what options you chose for the cabinets -- modifications, inserts, etc.
• types of cabinets -- drawer bases, roll out tray shelves, pullouts, etc.
• how many cabinets you have
• general types -- tall specialty cabinets like pantry (usually quite expensive), oven cabinets (tall or base), etc.

And, keep in mind that costs have increased significantly for many things recently. Your costs today will be more, possibly much more, than if you had purchased the same cabinets 3 or 4 years ago.

Omega won't be able to help you address any 'overcharging'. What the dealership or independent kitchen designer charge you is totally up to that seller. That is why you get estimates and price shop 2 or 3 places. You can't really complain about it after you ordered them.

That would be like buying some something at a store (ie walmart, kroger) and then calling their supplier and complain to them that walmart or kroger is overcharging you for the item.

Another item I'll add to Buehl's list is moldings. Scribe molding, toekick, base shoe and crown moldings can easily add $1000-$2000 to any kitchen order. Stacked crown moldings especially!

But like Buehl said....The only way you'll know for sure is to get an exact materials list and ask another dealer to price it out for you. Or if you want to get a close idea, take your EXACT cabinet list (with ALL parts and moldings included) to a box store (like lowes or home depot) and get something quoted that is comparable in quality. Make sure the construction is comparable too.

Did you get several estimates before you ordered?

Thank you the kitchen place and buehl for your input.unfortunately I did not get several estimates before. It was through a friend’s referral.

Also one more thing to ask. Does your KD actually carry the Omega line or did she buy the cabinets from a dealership and resell to you? Or did she just do the design and you purchased elsewhere?. How many 'middlemen' there are will affect the price.

They are omega dealers.

I asked her for the orders to omega company. She said she don’t release that. Is this the usual practice for kitchen designers? Appreciate your input.

No, you don’t get the orders. Or any other proprietary business information. Like their costs.

And unless you’re putting in 150K of cabinets n a 10x10 kitchen, you aren’t getting overcharged. Omega is premium custom brand. Which charges like a premium custom brand.

Plus the cost increases have totaled almost 25% over the last 2 years. If youre thinking that you get full custom for 50K, you’re way out of date.

I appreciate your input Verbo. I have a small portion upgraded to custom, at most 1/3 of the whole kitchen area. Substract the upgrade charges, my $/LF charge is 925. I thought this is a little too high. Do you agree?

That isn’t how cabinet prices are calculated. Ever. But that price is not nearly large enough for a high end custom kitchen. Try 4x that cost as more ballpark.

Omega (Mastercraft) has not improved at all. My cabinets were delivered few at a time and the delivery date keeps on changing - we are going on 18 weeks. Do not buy OMEGA. The paint job on some cabinets is not top notch. For such expensive cabinets you would expect better product and customer service