The Cusm Furniture Shop Nightmare: Part III

Cusm: We have tried to come up with settlement to agree but now this email that you sent. You said we don’t have the right to be mad, after accusing us as cheaters, scam and involving our daughter. If you are not insensitive, not US.

May I inform you that we did not make any profit on your cabinets since we quoted it in a special price. You even posted it in your blog that we gave you the lowest price for your kitchen cabinet. We may have change some materials but our intention is to make it look nice and it is not cheap either and not to make money.

We have a company policy, if our Client is not happy with our product, we will give full refund and pull out what we supplied. At least you can have a chance to replace your cabinet s with what you wanted.

Just advice us when to deposit the P 171,320 and the schedule of pull out.

Mel 

Nicole: So, you've just admitted that the material was changed on purpose and that it wasn't a mistake as Tita Cindy first claimed.

What else is there to assume especially if you keep repeating it's just the cabinet doors that has MDF (and it's been proven that it's not just the doors)? If it were really a mistake, you'd be clueless as you'd think nothing has MDF and wouldn't know which part has MDF.

When something is not part of the agreement amd the client is not informed, what would anyone normally think? Especially when you've WILLFULLY AND PURPOSELY changed it to cheaper and less durable materials? Anyone would naturally think they've been cheated and scammed.

I told you from the beginning no MDF. Then you're going to twist this into something that was supposed to be good? You're kidding, right?

We never asked for a discount, so if you're claiming you didn't make money, that was on you, not us.

Here's a quote I read yesterday that I thought timely and apt:

"Sometimes people pretend you're a bad person so they don't feel guilty about the bad things they did to you."

I told my family about the refund and pull out you're offering. You know what they said? "How rude!"

Again, how you're trying to twist this as though changing almost everything to MDF was out of the goodness of your heart is amazing. I am being extremely sarcastic in case you missed it.

Fine, don't give us a refund. That way I can forever think you owe us.

Lastly, as to your company policy, you first offered to refund the down payment in exchange for the doors. I suggested that we be given the difference given that 70% is MDF which you completely disregarded, and now you're insisting on complete pullout and refund. So on top of everything else, you're also mean-spirited. You're such a great example of honesty, accountability, and responsibility.

My mind is really blown on how you disregarded signed contracts (isn't that breach of contract?), and then claim it was for the greater good. Is that what you do to all your customers? If it was done to you, would you be happy? And then you're mad at me? This is so incredibly absurd!

Cusm: Because at first you didn't want the Php 48,320 which is why we offered the full payment refund and pull out. If a refund of Php 70,000 is okay with you then we won't pull out the cabinets. Please advise when we can make the deposit.

Nicole: That was because you said 48,320 for the doors. But it's not just the doors, is it?

We'll settle for Php 60,000 and up to you if and when to deposit.

Cusm: Will deposit Php 60,000 on Monday. I'll email the deposit slip once done.

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They really have nerves of steel, don't they?

I've since come to the conclusion that the low rate they gave wasn't due to a discount, but because the material they used was cheap to begin with.

The Cusm Furniture Shop Nightmare: Part II

- Six days later -

Nicole: Any update? Your silence makes me think more that all that MDF wasn't a mistake.

Cusm: I did not reply last week because we talked to the workers who were in charge of your cabinets, and according to them they only used MDF on the kitchen doors. And they don't remember anymore as it's been 7 years unless we go there and check. Anyway, we are really sorry and we will refund your downpayment. Can I get your bank account number or I will send thru LBC the amount of Php 48,320.

Nicole: Tita, you've been so sure from the beginning that only the doors have MDF. If it was a mistake, how would you or the workers know or remember? So it seems based on your emails, the MDF was on purpose especially since they even recall it was only for the doors.

No need to come over as I had Timberpro go over each and every cabinet. He told me more than 70% is MDF.

So we paid over Php 171,000+ for MDF. Is that fair?

I feel like we've been scammed. This reminds me of the time Uncle Stephen charged us Php 11,000 for a demand letter. I found out later Php 3,000 was already too expensive for that type of service. And my cousin-in-law told me he could have done it for free.

But we trusted Uncle Stephen as he was Daddy's brother. Needless to say to this day I feel betrayed and makes me question the type relatives Earl has. We also trusted you.

Let's hope you or your daughter never have to go through what we went through with you. You'll never understand how pained and angry I am until you experience the same thing.

Oh, remember I mentioned there were doors that were returned because I found out they were made of MDF? Their color is different from the rest of the cabinets so It was easy to find out which ones were replaced. It's not just the doors, a few drawers too. But I'm skeptical whether they were really replaced or just repainted.

So it seems that Timberpro is right.

Php 48,320 is not enough and not equal to how we've been cheated.

And here's one of the things that really gets to me - you've known from the beginning that the doors were made of MDF, why did you go through with it knowing what's on the signed contract? Why didn't you have it changed? You made us pay you the full amount even though you knew that what you did was wrong.

Again, if it was a mistake that you didn't know about, how did you or the workers know right away that it's only the doors?

Cusm: We will deposit Php 171,000 tomorrow. What bank did you give? We will pull out all the items on Saturday.

We will deposit tomorrow your P 171,000. What bank did you give? And please schedule the pull out of all that we deliver on Saturday.

Nicole: No, I just want what's fair. Are you being sarcastic? And it seems you're the one who's mad. Reminds me of an oft repeated saying.

Pull out all the kitchen, pantry, linen and laundry cabinets? It's different if it were just the doors - you could have just switched everything in one day.

Attached is a picture of one of the shelves. We're cleaning everything as we're moving in this weekend. They forgot to cover one end with laminate. Is that MDF?

And here's another shelf.

Just give what the price would have been for 70% MDF seven years ago and give us the difference from what we paid.

You said refund Php 171,000 and you'll pull out all the cabinets? Seriously? You're the one who's wrong and you're the one who's angry?

It really makes me question what kind of people are the ones who get mad even after they were found to be majorly at fault. Is that what you've taught your daughter?

Come to think of it, should I even trust you to give an honest refund? Based on your last reply, no.

What right have you to get mad? None.

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The Cusm Furniture Shop Nightmare: Part III

The Cusm Furniture Shop Nightmare: Part I

Duped by relatives? You be the judge.

If you've read through this blog, then you know how important it was for us to avoid having furniture made with medium-density fibreboard (MDF) as it's prone to mold and very flimsy. So in 2011, when we had our cabinets done by Cusm Furniture Shop, we specified that solid wood or plyboard was to be used for our cabinets. This was also reflected in the contracts we signed with them which you can view in the following links:

Kitchen cabinets
Laundry and pantry cabinets
Bedroom cabinets, linen closet, and bookshelves

Now that we've finally moved in, we've discovered, most of the cabinets are made of MDF. I confronted the owners, and below is what they had to say about the situation.

Nicole: Hi Uncle Mel and Tita Cindy, just wondering pls what material is in the attached picture. Is it MDF? It's not plyboard or solid wood.

Cusm: Hi Nicole, MDF.

Nicole: Thanks! That picture was from one of the kitchen cabinet doors you installed.

The thing is, I specifically said no MDF. Also, no where in the papers signed and specifications agreed upon in writing stated that MDF was the material to be used.

What we paid for is supposed to be 18mm thick solid mahogany in duco painted finish.

So now I'm wondering if all the supposedly solid mahogany doors are actually MDF.

Now I'm wondering if everything is made of MDF.

A few years ago, two or three of the doors were replaced because I found out they were made of MDF (the laminate chipped). I thought at the time that maybe it was just a mistake with a few doors. It's now looking like they're all MDF.

Cusm: We only use MDF for your kitchen doors only. Sorry for the late reply.

Nicole: But I didn't pay for MDF. The contract does not state MDF - it's supposed to be solid mahogany doors.

The first thing I said to Uncle Mel was no MDF. The contract and what we paid was for solid mahogany doors.

Why did you make it MDF? I've been feeling really bad and depressed about this. All along I believed we had solid wood doors. Honestly, I feel cheated.

Cusm: We are sorry if you feel bad and depressed. And we didn't cheat you, I don't know what happened that they used MDF on doors. We will refund half of the total cost of your kitchen cabinet.

Nicole: I take it the kitchen, pantry, and laundry cabinets all have MDF doors? Actually, would it be possible to get replacement doors instead please? Meaning, the doors to be changed to what was actually stated on the conforme?

Though, if you're too busy, then we'll go with the refund.

My old contractor just passed by the house and told me even the carcass is made of MDF (not just the doors).

We recently had a case of termites that ate part of the pantry cabinets. They took a look at the hole and said everything is made of MDF.

Cusm: I will asked Mel. Will email you again.

- Five days later -

Cusm: Can I get your account number? Will deposit your November 2010 downpayment P48,320.

Nicole: Timberpro is currently here at the house. He said the following have MDF:

- Kitchen cabinets - doors, some of the shelves
- Pantry & laundry cabinets - carcass, doors and shelves (in other words, EVERYTHING)
- Linen closet - carcass, doors and shelves (in other words, EVERYTHING)
- Bedroom closet - drawers and shelves

That's almost everything. Considering that no where in the contract is MDF listed as an approved, agreed, and paid for material, how did it get there? There's too much of it to be "mistake."

I initially asked for all to be ducco finish, it was Uncle Mel who suggested everything be covered in laminate. Remember, you even got mad at me because you said you've spent so much on laminates already. Take note it wasn't even my idea. Now I'm wondering if the laminate served another purpose.

How would you feel if you were in our shoes?

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The Cusm Furniture Shop Nightmare: Part II

Supplier Ratings: Cusm Furniture Shop 2

Area: Laundry & Pantry Cabinets
Price Tag: Php 35,410
Rating: 1/10 (10 being the highest). Details can be found here.

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Next up: pictures of the Bookshelves & Linen Closet

Supplier Ratings: Cusm Furniture Shop 1

Area: Modular Kitchen Cabinets
Price Tag: Php 95,320
Rating: 1/10 (10 being the highest)

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2017 Update: It turns out that most of the cabinets are made of MDF, so I've changed their rating to 1.
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Pros:
I can really see myself pottering happily in this kitchen! Quite frankly, all the cabinets turned out better than we expected - including the bedroom closets and the study room bookshelves. They look and feel just like the ones I've seen in model units and all those who have examined the cabinets up close have declared that they are well made.

Cons:
Why only 5? Patience is a virtue you will need in abundance when dealing with them. They can do very good work but you must watch them like a hawk and constantly inspect what they're doing to come up with results you'll be happy with.

Case in point, the staff assigned to the house kept reporting that the work was "done" but everytime I went to check, I found the opposite to be true.

The cabinets, closets and bookshelves had the following issues:
- Some door hinges were floating in air (meaning the hinge was not resting on solid wood but in an air pocket which they filled up with epoxy to fix the problem).
- There were a few chips, cracks and bubbles in the laminate.
- The drawers were initially made of modified fibreboards (MDF) which we specifically said we did not want as it's prone to mold.
- Unfinished surfaces (no paint) either above or under the cabinet doors.
- A couple of drawers had paint on the top half but none on the bottom.

- Some areas were only partially covered with laminate (like the shelf below where one-fifth was covered while the rest was left bare).

- A few shelves are at least half an inch above the shelf supports (it's too big for the space).

Update: I initially gave them a rating of 8 but because they recently advised us to look for another contractor to fix the pending repair items, I lowered it down to 7. Apparently, they're too busy with their other clients.

But then I started thinking, we've paid Cusm Furniture Shop a total of Php 171,320 and now we're going to shell out even more money for Rabacon to fix things. That to me seemed unfair, thus their final grade is 5. There were also other issues regarding customer service that I will no longer delve into as I'm trying to make this a happy blog.

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Next up: pictures of the Laundry & Pantry Cabinets

Kitchen Journal 6

Almost there...

Kitchen Journal 5

State of the Kitchen

Kitchen Journal 4

The second part of the kitchen, which is located opposite of the main kitchen, is now underway. Technically though this is the laundry area, but the cabinets will have the same design and finish so that the entire thing will look like one unit. Here's what we plan to do with the storage space:

Laundry Cabinets - will house the ironing board and iron, detergent, hangers, dryer, and a cabinet for two hampers (where clean clothes will be stored prior to ironing).

Circuit Breaker Cabinets - this will function as the pantry so it will mostly be for food (e.g. canned goods, chips, cereal boxes, etc).

Broom Closet - the bottom half has two sections, one for the broom and dustpan and the other for the vacuum cleaner. The upper cabinets will be for the cleaning supplies, tools, and other miscellaneous utility items. We'll also have it changed to four rows of shelves instead of just three.

Renovation Update 6

At the moment, everything is at a standstill.

The kitchen is not yet done as Cusm Furniture has more pressing deadlines with their other projects (i.e. cabinets for Metrobank). But we're really happy with what they've delivered thus far, so I guess waiting is a small price to pay for workmanship and affordability.

Rabacon is also waiting. The built-in cabinets and the kitchen need to be finished first before they can install the remaining cornices and baseboards.

And as mentioned in the last post, the built-in cabinets have hit a snag since RMV Hardwoods didn't come up to scratch and we are now searching for another supplier.

Meanwhile, Alecto is waiting for all of them to be done so that they can attach the light fixtures. Since the place is still dusty and some of the lamps are covered with fabric, I've decided that it would not be a good idea to install the lights at this time.

But I am happy to report that Avida has fixed the problems mentioned last October 2010. Though, last week we discovered that the staircase steps cracked when the bookshelves were brought up to the second floor. Enrg. Frolan has been informed of the situation and he has promised to fix it.

It seems fixed but what about the varnish?

Kitchen Journal 3

Part one of the kitchen is almost done:

Kitchen Journal 2

The kitchen isn't done yet but we think it's coming along quite nicely thus far. Here are the pictures taken at the Cusm Furniture Shop in Las Piñas: