Muti Kitchen & Bath

Short Summary: Too many problems and I don't recommend Muti company if anyone particular about small issues (which may grow bigger in day to day use of cabinets) and if you look for good customer service. I paid around $40,000 to Muti just for Cabinets and Steele Shelve with inbuilt exhaust fan and my whole main level renovation project cost $150,000.

My Kitchen/Family room renovation include complete team work with few professional contractors like Tile installers, Masters in Electrician for rewiring and potlight installation, Quartz installer, Build giant focal wall in Family room, Home theater automation, custom closets. Everyone quite reachable on any issues or to fix small left over issues on my list except Muti. I called maintenance supervisor (Roberto) couple of times for left over issues after two months or three months still they haven’t reach me, I reached them different ways sms, calls, left voice message and finally called front desk and the lady at desk told me the supervisor is too busy these days and asked me to email the pictures and the issues to designer and supervisor, I did email a month ago and no response yet. I attached screenshot of email here. Everyone is busy in the fast growing world, it’s not new response we see everyone busy but they should have done pre-schedule appointment at least to fix the left over issues but they haven’t done so far. The designer spend zero time on the customer complaints as I cc’ed email to him and he didn’t call the supervisor to look into issue. After the first deposit Muti designer stopped working on my file or do not spend good time to select handles or any of these issues. Looks to me they have lack of team coordination.

We have designed my home as a model home, and we have every week visitors, neighbors, friends and contractors inquiry about who built my Kitchen cabinets and other renovation questions, but I already told my visitors that I like Muti production is good and on time but I don’t recommend Muti customer service on left over issues/response. My electrician wanted to renovate their kitchen and few of my neighbors planning kitchen renovation project after seen my cabinets BUT I don’t recommend Muti due to very poor customer service. One of my friend building custom home in Oakville and he wanted to see my Kitchen cabinets to decide on his vendor quotes (Muti in their list), I didn’t recommended Muti and they decided to go with Hampton Kitchen. I have called Muti front desk for manager escalation contact details for the delay in finishing left over defects but She said (Woodbridge location) they don’t have anyone to escalate for repairs, pretty much weird to me. Let’s see if Muti can correct the customer service strategy.
I still wonder Muti production work (making cabinets) is so good but how come after two final payments they just ran away with money without caring the clients on fixing their product issues.

Full story:

I found from home show, visited near by Woodbridge location to check design and quality, we pretty much liked all models in store location (both Oakville and Woodbrige) and I requested best designer for my brand new home kitchen renovation design. Goran (designer) from Woodbridge location contact me for appointment and started working on design with $500 deposit on 3D design. My mindset was already finalized a particular design after i visited Muti store location. We liked Stainless steel shelve model kitchen and i told designer to design the similar concept with few changes of colors and bring a little contemporary look from the classic floor model. So we had few meetings with Designer and one onsite visit by designer for measurements and reviewed all our needs like pull outs, 2 long trash bins, pot pan drawers pantry pull outs and designer worked based on my requirements. And the email replies and phone responses from designer pretty quick and well reachable and i we were on Designer fast response. Why i mentioned this point here, we were out of country for a month before signing the contract and price negotiation including Steele shelve fabrication was dealt in emails and response from designer are so impressive. But everything went well till we have signed the contract with Muti and made 50% deposit. We finalized the price after back n forth emails and couple of discussions in email and kept production for 6 to 8 weeks.. The order was placed and went into production with target timeline 6 to 8 weeks. We had a initial request to designer to get kitchen cabinets in 6 weeks. The designer said he check timeline once the time is closer. I reached designer in 4 weeks to inquiry on any final production date, and he requested me to wait for a week or two to see what was the production completion phase. Now we rolled into 6 weeks and as a purchaser i expect the designer/store should call me with an update on timelines, but it didn't happened like that. I called the designer and the response from Designer saying i thought of call you as the production is ready for installation. So we were happy that production finished in 6 weeks than 8 weeks. So we rushed our tile guys to start demolish the existing tiles and reinstall new tiles and do electrical/lightning rework.

Based on appointment date, the installation team was on time and setting up all tools in my kitchen for 3 days installation.
Usually for big kitchens and good reputed kitchen companies, they have process to send onsite Installation supervisor on the day or few days before the installation to check all things are meeting based on prerequisites of installation, but this company doesn't have this kind of process. We had initial round of measurements appointment with Designer and after signed the contract before place the cabinets in Production, the Installation Supervisor (Roberto) came to my home to verify the paper design measurements aligned with my kitchen layout. But no review before installation as i think it is mandatory because we have builder kitchen in place for first appointments and after cleared the bulkhead and builder cabinets out and changed the complete layout of kitchen should require supervisor be onsite to measure and usually for big jobs don't we expect supervisor should be onsite to check all things are arranged as per design?

Next issue 2) Handle selections, Designer was completely helpless in selecting correct matching choice for the kitchen cabinets, his suggestion was to visit Richelieu store or website to select some because we have lot of options. So i understand i gave him some break of 6 weeks while the cabinets in production and i visited Richelieu twice and send some model pictures to Designer. I think around in 5th week i didn't see any response from designer i visited to Designer location and asked about the models i sent in email, then he started looking the email and match the models to cabinets and then he said not matched. Again i visited to couple more stores and almost finalized one model and on day of second day installation i went to see Designer to finalize at any cost because we already too late in selecting handles. Every time i visit his location, the designer is free no customers around him and when i ask him how he is doing, he say oh i'm so busy we have so many clients coming for new cabinets. I laugh myself on his joke and always say good for you.

Meanwhile we have another project in parallel in design Closet renovation going with organized interiors, they are such a big company or equal business in market like Muti but organized interiors designer are so cooperative, friendly and very helpful in designing closet cabinets and selecting handles and they look in every minor details. I know organized interiors don't do Kitchen cabinets and not exact comparable but similar industry and dealing from Reception call till end of installation including repairs seriously excellent customer service from Organised Interiors.

Next issue on third installation 80% was completed and only Steele shelve installation is pending as the piece of wood sent to fabricator. It's another story on Supervisor, he is another big delay in doing work. The actual installer is pretty knowledgeable than the supervisor. Why i said this because the third issue, my wife found after verifying all cabinets installed based on design, She found regular pull out drawers in the Trash bin place and no trash bins were installed. So somehow they switched the drawer to 4-bin trash drawer after 3 to 4 weeks. We are happy atleast this issue was corrected in less than a month.

We have few more issues while installation like Built-in fridge measurement 1 3/4 inch difference with fridge spec's. Again it's designer lack of time spent on measurement details could lead these kind of issues. I accepted to take off side of fridge side gamble to keep fridge in line with cabinets.

Attached here pictures of pending issues and email screen print sent on these issues to supervisor on July 19. Pending issues : 1) Steele shelve glue off soon may fall down 2) Left the nail out from trash bin pull out drawer which caused struck on other side of the drawer cabinet (this cabinet was installed by Supervisor) 3) Two upper glass cabinets bottom panel not painted in full 4) Island end panels paint cracking on the edges

I strongly recommend Muti to take care of customer service and look after existing customer complaints effectively rather spend money in advertise home show with nice floor models.