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Merillat Cabinets (merillat.com) has 3 customer reviews on The Fair Hearing, with an average rating of 1.7 out of 5.
Great quality and a clean, modern look. The door feels sturdy and instantly upgraded my space. Only downside—color was a bit lighter than expected. Still totally worth it!
By Rita N.
Defective cabinets, wrong doors and colors delivered
Awful manufacturer. Zero quality control. We worked with Reico Kitchen and Bath for kitchen cabinets. These cabinets arrived damaged, and we received the 4 cabinets in the incorrect color; one of the correct cabinets had the incorrect door style. This was AFTER the demo, and now we are without cabinets. We've been without a fully functional kitchen since Feb 2024 (it's June 2024). We have to wait another 10 business days to get the new cabinets. This is an expedited schedule. Stay far away from this manufacturer.
By Nancy Sprague L.
Merillat service badly failing existing customer base
Surveyed the Merillat website for replacement rails for one of my kitchen drawers, which uses a unique rear-support rail attachment method. Found the rails available for purchase on their site, however:
- they sell the outside rails (the two that attach to the cabinet walls) as a pair, but the inside rails (the ones that attach to the drawer) individually (?);
- the cost for these replacement rails was US$46 (?!) for the outside pair, and US$57 EACH (!?!!) for the left & right inside rails, a total of US$160, for four very simple rails - a ridiculous cost for such rudimentary items, which, by the way, used to be replaced by Merillat for FREE.
Nonetheless, I needed them, so I contacted Merillat's customer support number to verify the terms noted above were not a misprint and place the order. That experience included:
- Calling in, no option on their automated answering bot for individual consumers, only options to "Press 1 for Big Box Store A; Press 2 for Big Box Store B" etc.
- While in the call, I was left on hold for over 50 minutes, during which time I called a local distributor.
- The distributor gleefully offered to overnight me a set of the outer rails FOR FREE, but had no solution for the inner rails since they had been discontinued by Merillat, which begs the question: why would they provide only half of the rail replacement solution without at least a pointer to the other half?
- The distributor further informed me that Merillat only services distributors now (which explained why the support number had no option for consumer assistance), and, had I continued to wait for my call to be answered, they would likely have redirected me to a distributor anyway.
All of this could have been avoided by simply adding a statement to their auto-attendant recording that "end-consumers are not serviced at this site" and should contact a distributor for parts support. And I don't want to hear "short-handed due to COVID" or "your call was close to lunch time" or other excuses; this could have been fixed for ZERO cost to the business by simply considering the installed customer base and re-recording the answering system greeting.
This was a shockingly poor after-purchase experience that guarantees my next $100K kitchen buildout will NOT include Merillat products. There are tangible costs for bad customer service, many other vendors that understand this point, and sites like this one that can broadcast both good and bad behaviors. One can only hope enough documented experiences like this will get Merillat to make adjustments to their behavior before "Natural Selection" market forces makes the decision for them.
