Custom Spaces Design
3D Rendering, Basement Design, Bathroom Design, Custom Bathroom Vanities, Custom Cabinet Doors, Custom Cabinets, Custom Countertops, Custom Kitchen Cabinets, Custom Pantries, Custom Walk-in Closets, Floor Plans, Kitchen Design, Laundry Room Design, Lighting Design, Mudroom Design, Pantry Design, Project Management, Sustainable Design, Universal Design, Wine Cellar Design
Custom Spaces makes every possible effort to ensure mistakes don’t happen, but unfortunately, on your kitchen project, delays and mistakes did happen and for that Custom Spaces is truly sorry. When a product arrives damaged or errors were made with the initial cabinetry dimensions, it typically takes 3wks to order and get replacements. Unfortunately, however, in your case, this was over the holiday break and consequently, it took even longer than normal to get the replacements, because our cabinet supplier was closed for a week over the New Year’s break. Burr, I never suggested that you live with the damaged cabinets. I worked with the Contractor to determine which cabinets needed to be replaced and ordered them immediately upon his approval.
Custom Spaces has complete confidence in its Contractors and we know projects will be done in a professional and timely manner. And we’ve worked with many of these contractors for +10yrs. So typically, we don’t often feel the need to make site visits, since our contractor’s are on-site and can usually handle any issues that might come up with the homeowners directly. If a homeowner would like me to make a site visit, I am happy to do so at their request. I don’t however recall, you or Michael asking me to make a site visit at any time. And please keep in mind, at that time, I had lost a critical member of my team, my showroom manager, and I was juggling upwards of +15 projects all by myself. While looking for a replacement, I was working with a parade of seven (7) temps over 2-1/2 months. I did my very best to maintain a high level of professionalism with all my clients, however it was an extremely difficult and chaotic time for me.
However, I do believe I did everything I could from the showroom to keep you & Michael updated, and informed. And whenever I had any updates on the Aluminum doors, I sent you & Michael an email immediately. When there was any news, to share with you, I did so immediately. But there were days when there was no information to pass along and consequently you did not receive an email from me on those days. And until we talked on the phone on Thursday, I didn’t realize that I was supposed to be holding your’s & Michael’s hand, or providing you with any additional support or attention on your project. If you had told me upfront that these were your expectations, then I would have tried my very best to be more available to you.
Custom Spaces is a unique “boutique” design studio and we offer a very wide assortment of decorative tile, counter tops and cabinet door options. If a client can’t find a specific item, we can always order it for them. Also Burr, you and I have a completely different recollection of the day you & Michael came to the showroom to pick your cabinetry and finishes. As is customary for me, I began by asking you & Michael what style of cabinetry and finishes you were looking for. You & Michael said, “something clean and modern.” Michael said he was going to let you pick the cabinetry and finishes so he didn’t get up. As I always do, I began putting sample doors and counter tops options together for you (on one of the chairs in the front of our showroom), then you & Michael could see how they would look all together. I had initially picked up a fireclay tile that I thought could work well, but then put it down, because I thought it might be a little too busy. But then you picked it back up and decided that it could work well. You asked Michael to come over and take a look and he seemed very pleased with the Aluminum cabinet sample door + Frosty white combination, Haze for the counter top and fireclay tile for the backsplash and he said he was looking forward to seeing everything come together in the preliminary design schematics.
And, I would like to address markups. Custom Spaces purchases in-cabinet amenities from our cabinet supplier at wholesale prices. Then, we apply a modest markup to our cabinetry, fixtures and finishes. Custom Spaces would never mark up a product 100% over retail.
Custom Spaces is required to take full payment for cabinetry, counter tops and tile up-front as this is also required by the vendors we work with.
Please accept our sincerest apologies again. I do however hope, that at least now you are completely happy and satisfied with your kitchen - as it was one of the most sleek and stylish kitchens designs I’ve ever created.