Crystal Cabinets

BUYER BEWARE!!!!! Our medicine cabinets and several cabinet doors were made incorrectly and not to the plans we approved. We also have several mismatched hinges on our kitchen cabinets. It has been 7 months and we still don’t have replacement items. We cannot get anyone at Crystal Cabinets to respond. We were told that ‘Wayne’ was our rep but he has ignored calls. We keep being told that our items are ‘in production’. It doesn’t take 7 months to make 5 medicine cabinets and 8 doors. Their customer service is non existent. I would never recommend this company.

We experienced challenges with our kitchen cabinets. Our general contractor blamed Crystal for damage to the cabinet sheen that required replacement cabinets. We went to bat for this contractor. Turns out his crew used a Magic Eraser to remove paint from the cabinetry after installation. His crew also nicked the cabinets in one area of the house. Crystal was great assigning a regional manager to replace cabinets.

About 3.5 years ago I ordered one cabinet for a small bathroom remodel. I chose Crystal cabinets because they are customizable for height, depth, and width. I also wanted the center panel of the shaker door removed so I could replace it with frosted glass inserts. It wasn't cheap but all that went perfectly. About 6 months ago, I noticed the paint bubbling and chipping off. The white cabinet had yellow spots developing. The Kitchen and Bath design place that I used to order this cabinet said there was a warranty, which I was hopeful to pursue. I sent pictures and the response from Crystal was that this appears to be water damage and not covered by the warranty. Two things came to mind: 1) I am very careful about wiping drips and never have water pouring onto the cabinet. And 2) this is a product that Crystal makes for a bathroom - it should be able to withstand bathroom moisture. I shipped Crystal the door for analysis along with a letter saying that I suspected that this cabinet was not properly primed, which causes paint not to adhere. I also told them that the discoloration could be wood bleed-through occurring also because the door was not properly primed. I viewed this as a manufacturing process defect and felt that it should be covered by the warranty. Their response came back that it was water damage and not covered by the warranty. They gave me the choice to purchase replacement doors. I declined since I've formed the opinion that they didn't prime and seal the doors correctly and any replacement doors probably would fall apart again in another 3.5 years. I have a little bit of furniture/cabinet refinishing experience and decided to repaint the doors myself. I removed the stiles that hold the glass panel insert and noticed that this area had absolutely no primer. I carefully scraped away the peeling paint and could see no primer between the paint and the wood door. I sanded the doors, which took no time at all since the paint was very thinly applied. Now that I'm finished repainting the doors, I feel like I have a cabinet that will continue to look good and withstand the moisture levels in a bathroom for many years to come. I consider Crystal to be a company that does not stand behind the product they manufacture. I would never recommend them to anyone who wanted to use their painted cabinets near an area with moisture like a bathroom or laundry room, or in a kitchen near a dishwasher, stove, or kitchen sink. I also recommended to my local Kitchen and Bath design place that they discourage their current and future customers from using this manufacturer if that's the application their customer is pursuing.

We ordered custom line Designers White kitchen cabinets in Aug. 2019 through their dealer. We had a big family event that Christmas, and we had perfectly arranged for appliance installation, materials and labor so our new kitchen would be installed and finished by then. The cabinets arrived on Nov. 12th. Next day, we started installation and learned that many cabinets and panels were the wrong size (dealer’s mistake), had “burns” from the packaging tape, corner cabinet was misplaced during delivery, wrong design and style of the hood, multiple cracks. The dealer took a position of resistance and hostility towards us and fought when we asked to fix their mistakes, but Crystal agreed to replace all issues that pertained to the manufacturing. Since every wall had some missing item we could not move forward at all, our cabinet installation halted, our contactor was let go after being paid for work that he could not do because it was not his fault, kitchen was non-operational, a truckload of cabinet boxes and appliances sitting in our living room. We were not given any other options but to wait. After a long wait, a replacement would come with new issues like size or color, and the new replacement would be ordered again. Over and over. Finally, Crystal sent us their regional rep and offered to replace all faces so the color is uniform. It sounded like they wanted to do it right. They took a “sample” from the original order (we still don’t understand why they needed a “sample” when they clearly had our selection of DW color). The replacement came with warm white color that was very far from our original color (we did not notice out of the box until we installed it). Not only that the color was different, it had mismatching colors inside of it as well, along with the wrong dishwasher panel, mismatched china doors finish, defective refrigerator panel. And the very last replacement of the mismatching replacement items from the previous full set replacement that came in Dec. 2021 was entirely wrong color. This is a very small scope of the issues, as it has been ongoing for 27 mo. Our high-end kitchen ended with warm creamy white doors, framed by cool bright white baseboards, crown moldings, fillers and hood as those items either not possible to replace or were refused to replace. It is not supposed to be for the price we paid! As a matter of fact, should not be for any price. The Crystal factory receptionist directs us to leave voice messages that have not been ever responded to, and a field rep said that they are done. Sounds like it is us who are constantly making wrong items. We have been waiting for so long with a strain on our normal life but I don’t think the company appreciates their customers or has any regard for them. It is shameful and unacceptable for the business to not deliver a product, and treat customers with such disrespect. I would absolutely not recommend this company for its lack of professionalism and care.

I had never heard of Crystal Cabinets but our contractor highly recommended Crystal. So we went with them based on her recommendation. Most unfortunately, we had to fire our contractor for taking eight months to complete our kitchen model that was suppose to take 8 weeks. Two of our cabinets do not match the rest of our cabinets. One in size and one in finish (totally different color). I contacted Crystal and explained the most unfortunate situation to them. I was told, "You need to reach out to who you originally purchased you cabinetry from, as she has all of the details from the original order. You may find other dealers on Crystal‘s website, but I doubt they will help you with a door for a job they did not sell originally." Not to mention that closest dealer is out of state over 3hrs away and no one will drive to our location. Using the original contractor is not an option as the whole situation is now hostile and legal proceedings are imminent. Crystal's final word, "Whatever is the situation, you still need to work through her to get the cabinet front.' Desperate, I begged and even offered to pay them full price for the two cabinet faces that DO NOT MATCH that we had already paid in full for. We spent over $55K with Crystal and zero customer service offered. We were NOT asking for a comp and would gladly pay for the cabinet faces to complete our kitchen. We just want to fix this issue and move on from this whole remodel nightmare. Based on this complete unprofessional approach and blatant lack of customer loyalty I would absolute not recommend this company.

We have struggled to get replacement cabinets for damaged cabinets sent by Crystal. We are waiting for a 4th replacement cabinet for the kitchen, 3rd replacement of a cabinet face and now 2nd replacement of another kitchen box. Shelves for one of the cabinets were stacked in a box without packing material in between each shelf. All arrived scratched. With each successive replacement, the damage seems worse from scratches, chips in the finish, discoloration of cabinet edge, etc. Reno Cabinet and Lighting where we purchased the cabinets keeps blaming everyone but Crystal for the lack of quality control at the factory. Over $100,000 for cabinets that are of poor quality.

I am a Crystal dealer in Rochester MI. Crystal was the first brand I took on, and it's the only one that has stood the test of time! Their customer service is second to none, and their paint product is the best I've ever worked with. I am a furniture maker/finish carpenter by trade, and have been doing high end finish carpentry for over 20 years. I've installed over 30 different brands over the years, and none come built like Crystal. They make setting a breeze! In the end, people have to remember that Crystal IS run by humans, so mistakes are occasionally made, but unlike my other brands, who frequently make mistakes as well, Crystal always stands by me and does whatever it can to assist me. I also have the best rep out there! Love you Di! You rock Crystal

The paint on my cabinets began chipping in 3 corners soon after they were installed. I have been unable to get anyone from Crystal to return my phone calls. Even though they offer a warranty it is useless!

It appears that Crystal And it’s distributed Absolute Builder D&S Millwork sold me wood and a finish for a KITCHEN that cannot withstand water. The white finish also does not allow you to clean off things like fingerprints. Less than 3 years later it’s all cracking and has fingerprint stains and the neither company is helping fix the problem. Beware do not use these people!

We purchased Crystal Cabinets (Current Line) the summer of 2017 for our major kitchen remodel. While I love the look of my white shaker cabinets, I am extremely disappointed with the POOR quality. The cabinets chip and scratch so easily that they look very old and worn. Shortly after the cabinets were installed, I immediately noticed chips and scratches. The layer of paint is so thin that the paint has worn off on the seams in the front of the cabinets. I have already paid for replacement covers and am extremely disappointed that after spending thousands of dollars, the cabinets are clearly not well-made despite the reputation of this company. It is important to note that I clean these cabinets regularly and am careful opening and closing to prevent further damage. Sadly, the touch-up paint pens that the company includes with the cabinets do very little to improve the scratches and chips.

Cherry Creek has been a proud dealer of Crystal Cabinets for 10+ years. Their commitment to quality and service is second to none and makes them a valued partner in what we do.

21 months since order, and 15 months since install and we are still waiting for the final door!!! We had lots of mishaps! And we cannot recommend this company. Project was a gut renovation. They had the best option for our look, and what was a reasonable price for custom. But... even after buying a production door color sample for $100 ( highly recommend this in general) and it was a the key to forcing them to honor their commitment in our situation,) the entire kitchen came in the wrong color wood. This was a large Project over $30,000 of just cabinets! Our cabinets were originally ordered in 0ct. 15, delivered in Jan 16- we were thrilled so quick! Due to a contractor hold-up we did not install until April 16. In between, Their independent rep had made a mistake on measuring which they absorbed and replaced one of th cabinets for free. So Still all very good service. After install we discovered the wrong color! They did make good and replaced all the door fronts to the correct color, but not the boxes, but we were willing to let that part go as with frameless designs, you do not really see the boxes behind the doors. It is now June 2017 and we are still waiting for a door front that was reordered twice and it keeps coming in either the wrong color and/or wrong size. You would think they want to close out our account after what will be close to 2 years! But every 2weeks we are told , " They're working on it" It has become the focal point of our house renovation" things that go wrong" story. I am being very critical, but for nearly $34,000, I think we have a legitimate compliant. To be honest they did make good on all their mistakes, but 15 months to get one door front about 18x30" is really poor service. I have inquired, my contractor inquires, and so does the company we ordered the cabinets through. -Crickets!!!