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We hired Kitchen Magic for a fairly large project that entailed ripping up the entire first floor of our home's flooring and replacing it with tile throughout. We also needed 2 new upper cabinets and 1 lower, matched to the existing cabinets. The cabinets were to be brought up to the ceiling, and topped off with crown molding. The backsplash was to be ripped out and replaced. All baseboards were to be replaced where the tile was put down. We also ordered 2 double pull out drawers for trash barrels. Granite countertops were purchased to replace the old ones. Initially, we had planned to use their plumber to re-hook up the kitchen and bathroom sinks.
This project, unfortunately, had issues from the start. The job began on 6/18, and from that time until 7/9 we had to call an emergency electrician (stove began sparking when tile guys plugged it back in after screwing the electrical box back to the floor), an emergency plumber was called, due to the kitchen sink leaking during countertop installation, and a light fixture in the basement was broken during construction. These are things that can happen during projects like this, and Kitchen Magic has offered to reimburse for damages with proper proof (proof was provided immediately). They state that reimbursement will come 3-5 days after the final paperwork is signed (8/6).
I want to make it very clear, that the subcontractors have done good work. The issue stems from Kitchen Magic's deficient customer service, and poor communication, both internally to one another, externally to the customer, as well as when placing orders. No clear timeline was defined. We were often left questioning when a particular part of the job would take place, and who would be doing the work.
When dates were given, they were often changed. Verbal promises were made by the salesman, that were not honored because "they are not in the contract". (This part, we as homeowners must take responsibility for. We thought we had asked the proper questions, and did not expect to get taken advantage of, but ultimately this is our "fault") Between my husband and myself, we have made and received ~50 calls in 24 business days. We both work full time, and the majority of these calls resulted in our being put on hold for 10-25 minutes on each call.
We have had to wait extended periods of time for materials because they were not ordered at all, or the wrong materials were ordered. On three occasions we were missing items, which led to the delay of the project (cabinet items were missing upon first delivery, cabinet drawer pullout missing after second delivery, and the wrong baseboard was ordered. The baseboards were ultimately picked up at Home Depot by the carpenter, after waiting 1 month for delivery.) Items that ARE listed in the contract, had to be fought for via email and phone calls. I was told twice by our project leader that the items were not in the contract, and I had to point out that they were. All paperwork has been signed and we are supposed to receive reimbursement for damage done during installation in the amount of $1148.
After several of my calls revolved around how unhappy we have been, due to the multiple issues and poor customer service we received, Kitchen Magic offered a refund of $250. This is approximately .07% of the full cost of our job. I do not feel this justifies the many hours we had to take out of our work days to field calls to the company, work our schedule around their poorly organized, often changing delivery dates, and waiting an additional month for completion, due to their lack of internal communication. I only agreed to this amount because I wanted to be done dealing with the customer service team, and I did not expect they would offer any further reimbursement. We have tried to remain patient and understanding, however, their customer service department lacks training, organization, and empathy. I would not recommend Kitchen Magic.
We bought a home that the previous owner used Kitchen Magic to redo the kitchen. It looked good when we looked at the house. After we bought the home. We had to replace 2 cabinet doors because of the horrible laminate they use it just peels off. Let this be known it is not cheap to replace anything. That was 3 years ago. Since then I now have 3 cabinet doors where the laminate is peeled back and 2 drawer fronts with the same issue. This doesn't even mention the amount of laminate that we have had to glue back into place because it is falling off. Now to me as a "family run company as they claim" you think no matter who owned the home they would just own up to there quality of products and own the manufacturing and quality of their products they would warranty them no matter what.
Now I have a disabled VET husband who cannot work and has to stay home. We are just really disappointed when they said, "Oh well. Nothing we can really do but you will just have to pay for the new doors and faces of drawers." If I pay for 5 new doors on top of what I have already paid to have replaced because it is defective then I might as well have a new company rip out all the cabinets that Kitchen Magic put in and start fresh with a better product. If this is how they are going to treat people or use a inferior product that they stand behind as long as it is the original owner Then to me that is not standing behind the quality of your product. This kitchen has been falling apart ever since day 1 of when we moved into our home. Like I said my husband is a disabled VET and the real reason we chose this home was because everything was updated and we wouldn't have to go through construction since my husband is so ill.
We told them, "Oh. We have glued a lot of the laminate back into place," and they said, "Oh well. If we do that it is $40 per hour." I then stated well I should be paid then because we have been non stop gluing everything back together. If they know they have to send people out to glue their products back in place don't you think you might look into the quality. I really just want the doors and drawers fixed but to want to charge me $900 plus to change out. On top of the already $1000 plus we have dropped to replace door that have already peeled. I really just wish anyone else would really consider this review before considering having Kitchen Magic into their home for a kitchen makeover. I will update this review as I see fit if I ever get any consideration for a repair or replacement.
The service I receive is top-notch and I will never switch to any other. The cost was very reasonable. I got the best deal I can get anywhere and was very happy with the quote I was given. The detail they put in their work was extraordinary. I did not know they were this great. I had expectations but they blew me away. It was a great experience to have.
When I needed assistance the customer service representative was very knowledgeable and even made suggestion as to how to resolve the issues. The cost of this tool was reasonable compared to the other ones when I did price comparison to the other products on the market. The other tools also seem more complicated to use. The attention to details was phenomenal. Very concrete and precise. The reliability of the service was outstanding, and there were never any issues or problems. I do not know about other ones but this one was outstanding.
Company was very helpful, kind, and patient. I had a lot of questions I needed to be answered and I never once felt that I was wasting any of their time or being a bother. They all wanted to help and made sure I knew what to expect. Cost was cheaper than we had originally budgeted. We had to double check reviews and multiple things to ensure it was worth the lower price. They could easily overcharge but they're not that kind of company. Attention to detail was PHENOMENAL. They didn't miss a single chip or scratch, made sure everything was straight and just all around perfect. I literally can't find anything wrong with their work. They were 100% reliable. Most companies I have to request specific people to ensure that questions are answered correctly or the same with tasks. Here I've been able to talk with anyone.
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Kitchen Magic did an excellent job on my kitchen. The salesman, the engineer who did all the measuring, the carpenter, the project manager was very professional and they finished the project very quickly. The cost was reasonable for the amount of work that I had done. There were no surprise fees and the price at the consultation was the same as the final price. They paid great attention to detail and everything works and also looks great. They cleaned up well afterwards and made sure that I was happy with everything. They came on time and finished everything very quickly. They also called to make sure that I was still available and confirmed the time and address.
The customer service experience was excellent. Everyone I spoke with was extremely courteous and helpful. They made the process seen so hassle free. I really enjoyed it. The cost actually turned out to be better than expected especially for the quality of work that they put in. I was extremely surprised. The workers paid extremely close attention to detail. I didn't feel like I had to stand over their shoulders to oversee their work. They did a great job from the very beginning. The reliability is what stood out most about Kitchen Magic. They completed the job in the time frame that was originally estimated and that was of very high importance to me.
The people at the customer service were always so helpful no matter what my question was or what problem I had. They are very friendly and great people to work with. The cost, or at least in my opinion was little in comparison to the quality that we got for the services, in total is it was about 14k and my kitchen was not at all small. Their attention to detail is just as good as the others. There was not an instance that I can remember in which they went back to fix a detail. But perhaps it was because they were attentive since the beginning so they didn't have to go back. I have not had any problems with my counter tops just yet, so I'm guessing that means they are reliable. I have not had any problems with the sealer not working or rotting even.
The customer service was very good at everything. They answered all of my questions and were very friendly. I would recommend this place to anyone. It was very cheap for the amount of quality I got from this company. I got a lot of extra stuff too and they were very friendly and helpful. The attention to detail was so impressive. This is a very good company with good quality stuff to offer. They have really nice stuff. It was a good experience. They are really reliable and responsible at this company. I was really impressed by this company. They were there exactly on time and did extremely good work.
They were a run-of-the-mill group of guys. Over the phone when I called setting up the appointment I felt as though I was bothering the customer service people on the other end based on their cold personality in conversation. However the guys who came to do the actual work were very nice, polite and efficient. They are the true backbone of that company.
I knew I would be paying an arm and a leg because most companies who offer comparable services are also incredibly expensive. But I guess you get what you paid for and although I paid a lot it does look wonderful. The guys or shall I say the crew that came to do the actual work at my house were very attentive to detail. In fact and although this is common with any sort of construction of any kind some small mistakes were made however these particular group of guys took the time to correct any mistakes they had without having been prompted by myself. In other words they cared about the final product.
I was happy with the reliability due to a couple of factors. First they showed up on the same day and exactly at the same time they told me I should be expecting them to. Also they told me the project should be complete within two days. On the second day they once again showed up exactly when they said they would and had the entire project wrapped up and completed that day as they had stated it would be.
The customer service is remarkable and they handle everything like professionals. They make sure that all issues are completed before the next person is handled. The cost is awesome. They make it clear that all the cost is given to you upfront and there is no hidden cost. That what they work for, anybody looking for the cost is going to find it here. Their attention to detail is top notch. They handle everything professionally and like a pro they are very respectable and there is nothing else like it out in the industry. They are the best and they know it. The reliability of the services are awesome and remarkable. They handle all responsibly like a professional and they try to resolves any issues before they happen. That what makes them the best.
The people are very nice and courteous and very understanding. They answer all questions with a sound mind and they tell you everything that you ask and they are very nice people. I have been with the company for years. The cost is very reasonable which mean very cheap. I had had a few of my friends buy this product and they also think that the product is very cheap. Very good details answer all questions without a attitude. They let you know everything that there is to know about the products. This product is very reliable.
I would definitely recommend their customer service because they know how to treat their customers with care and respect. They make you feel good about your decision to choose them as you kitchen remodelers. I would definitely recommend them to others because their prices are very, very fair. You will feel as if you're gaining so much more while paying a little. They will make sure you stay within your budget. I would definitely recommend them to others because their attention is definitely yours, and their attention to their work is just unexplainable. I've never seen anything like it. I would definitely recommend them to others because of their reliability. They are number one when it comes down to being reliable. I give them two thumbs up on a job well done.
Kitchen Magic expert review by Joseph Truini
Specializing in cabinet refacing, new cabinetry, backsplashes, kitchen storage accessories, and luxury countertops, Kitchen Magic provides advice and education to consumers on their website. With its headquarters and showroom in Nazareth, Pa., the company serves eight northeastern states.
Free in-home estimate: Estimates are free, and a professional will personally review the planned work and supervise the process.
Free design guide: Consumers can download a free design guide from the company's website. This guide helps consumers formulate a design for their project before committing to the renovation.
Website education: The Kitchen Magic website offers lots of advice and comparisons of options so consumers can educate themselves before contacting the company.
Family owned: Kitchen Magic is a second generation, family-owned business. The company has received numerous awards and positive feedback for its services.
Warranty: A Lifetime of Home Ownership Warranty is offered on all projects.
Best for: Homeowners who prefer to deal with one knowledgeable company for their kitchen remodel.
Kitchen Magic Company Information
- Company Name:
- Kitchen Magic