Custom Distributors

We apologize for the poor experience you had as a customer of Custom Distributors and we will work to rectify the issues that compounded into a less-than-satisfactory experience for you. While it is disappointing that improved communication to you during the backorder process could have resulted in a better experience, the very real issues that the COVID-19 pandemic has presented the builder distributor channel cannot be understated and, whether you decide to give it credit or not, does indeed play a part in the long delays & lack of in-stock selections you experienced. These situations are difficult to directly compare given that you special-ordered non-stocked appliances from us but purchased specific in-stock retail models from Costco which would certainly create a disparity in lead times. If you would like to offer more information including either the full name with which your order was placed or your order number we can look further into this situation to help resolve your complaint but unfortunately the obscurity of this review doesn’t leave much room for further communication.

We apologize for the trouble that you have experienced with your new Kitchenaid refrigerator, it is unfortunate that it started acting up so quickly. At Custom Distributors, we do not carry out any service calls ourselves but instead refer customers to authorized service companies, as their expertise is quite different from the expertise of a certified installer. The warranty on your appliances is in the control of the manufacturer, as we do not make any appliances ourselves. Please refer to your appliance warranty statement provided with your appliance for your rights under this warranty and contact us should you need any further assistance. Each service call typically takes two visits, one to diagnose and one to solve the issue once the correct parts are available, and our service company notified us that you were informed of the temporary status of your repair, which would be fully completed once the part came in. Our records reflect that we delivered you a loaner refrigerator on September 20th to cover until your new refrigerator is fully repaired, which you are still using. We also show that we gave you a full, 5 year extended warranty for free, to show appreciation for your patience. If you believe that we need to take additional action in regards to your appliances then please contact us at 513-874-5444, but as far as service after the sale, we are here to facilitate and direct you to an authorized partner, but because of the different experience needed for service, we prefer to leave that to certified professional servicemen and women.