Heartland Cabinet Factory Outlet

Aweful. The owner Mike is the the most disrespectful, condescending person I’ve ever had the displeasure of doing business with. I called from my wife’s phone to cancel an order and he answers the phone talking as if he were talking to a child not expecting to be talking to a man. It’s unfortunate I have to get a lawyer involved to cancel $400 worth of cabinets. He refuses to cancel Ben though his salesperson Haley said they’d be here in 2 weeks. Buyer beware!

Please read this review before considering hiring this company for your cabinet/countertop needs. I know it is a bit long, but trust me, you’ll want to read it before hiring this company. We walked into their Newport, TN office and signed a contract to purchase and install our kitchen countertop. They require full payment up-front, which we did, and were told that it will take between 3-4 weeks for the countertop to arrive at their facility. The check was cashed by the company the very next day. We waited 4 weeks and contacted the office to inquire about the countertop. We were told that it had not arrived, and when we asked for an estimated time, we were told that they do not know. We waited another two weeks and contacted the office again, this time via text. We received a call from a man who at first did not introduce himself, but we later found out he is the owner. He was quite condescending and abrupt. He said that the countertop should be there either the following week or the week after. We waited the full two weeks, plus an additional week, and did not hear back from them. My husband and I decided to go into the same office where we signed the contract and ask for our money back as we really needed to get the kitchen completed. When we walked in and asked for a refund, the young girl who seems to be the office manager told us only the owner can authorize refunds. She called the owner and put him on speaker phone, instead of being polite and understanding, he spoke as if we owed him something. He told us that we are a small job and he didn’t care about giving us a refund. After much back and forth, he said that he would send us a refund; however, it could take up to 15 days. I asked him to send us a short email stating that he will send us the refund and he said he is busy and he will do it when he can. After he hung up, I asked the office manager to send us an email stating that we will receive a refund within the specified time and she did so. While we were waiting for her email, the owner called the office and spoke to the office manager. My husband and I heard him tell the office manager that he was not going to send us that email and the office manager informed him that she had already sent the requested email to us. He asked to talk to us again and when he was put on speaker phone he loudly told his office manager to take him off the speaker phone. I spoke to him and reminded him that he said we are a small job and he didn’t care about refunding us and told him that all we want is a refund. After some more back and forth, he hung up on me. We left that office under the assumption that we will receive a full refund. Several days later we received a check from them where they had deducted $400 from the money we paid them. A paper was attached to the check highlighting a part of the convoluted verbiage in the contract that if the customer cancels there will be a charge of $400 for measurements. The contract is written is such way that once this company has your money, you are screwed. Even though the countertop did not arrive within the time frame they told us it would, which was 3-4 weeks, and still did not arrive after 9 weeks of us patiently waiting, and they couldn’t tell us exactly when to expect the countertop, they still charged us for cancelling. So, beware. Based on how their contract is written, once you sign it, you have no rights and could be waiting for a year or even more for your item and if you can’t wait anymore and have to cancel you will pay the $400 charge. We were under the assumption that if we cancel for good reason, which was not receiving goods/products, we will be fully refunded, but we were wrong. At no point during all our conversations with them, did they mention that they will deduct the $400. When they finally agreed to refund us, all they said was that it will take 15 days. The owner kept mentioning that he is a Christian, but in our opinion a true Christian would not do what he did, and would not have a contract so convoluted that it essentially tricks his customers. A good Christian would not have kept $400 of our money when it was their fault that we had to cancel