For the first time, J.D. Power has measured customer satisfaction for new cabinets.
The Westlake Village-based research firm surveyed 842 customers in April and May who had bought cabinets in the previous year. Customers were asked about their satisfaction based on five factors (in order of importance): operational performance, ordering and delivery, design features, price competitiveness, and warranty.
On a scale of 1 to 5, the ratings are . . .
Armstrong (5 points)
Quality Cabinets (5 points)
American Woodmark (4 points)
Kitchen Craft (4 points)
KraftMaid (3 points)
Merillat (2 points)
Mill’s Pride (2 points)
By the way, the cabinets pictured here were made by a non-English-speaking carpenter, presumably unlicensed and probably undocumented, in a converted garage off an alley. He is the father of a student of the homeowner, who was so dissatisfied with her cabinet-shopping experience — prices too high, kitchen shop owner had too much attitude and tried to jack up the prices, the homeowner claimed — that she turned to the cabinet underground.
If you hang around the building industry long enough, you notice people have a lot of trouble with new cabinets, including complaints about high prices, getting the wrong cabinets delivered, and with parts and pieces missing. Though I’m not advocating this anti-establishment method of cabinet commerce, which seems way too risky for me, I do understand what drives people to it. And I have to report that this homeowner’s satisfaction level is very high.
Had any good experiences with new cabinets? Any bad experiences?