TroubleShooters: Kitchen makeover ends in cabinet crisis

PHILADELPHIA (WPVI) -- Action News TroubleShooters tackled a cabinet crisis in South Jersey.

Home Depot advertises something called N-Hance Revolutionary Wood Renewal.

It claims "for a fraction of the cost and time of the full kitchen remodel, N-Hance helps restore cabinets back to their original brilliance and change the color of your cabinets."

Larraine Farrell didn't like the color of her kitchen cabinets, so when she saw a Home Depot ad for N-Hance she decided to give its color shift service a try.

"And on the paperwork, it does say 100% satisfaction guaranteed or we'll make it right," Farrell said.

Farrell says the color didn't really shift.

Before and after photos look pretty much the same.

"They put so many layers on that it's starting to peel and that's real wood, it's not fiberboard or anything," Farrell said.

She says she contacted Home Depot and was offered $400 off the original $1,700 bill.

Still unsatisfied, she contacted the Action News TroubleShooters.

"I'd like my money back and not have to pay any more on this," Farrell said.

I called the big box store to inquire about Farrell's situation.

"I'm very grateful to Troubleshooters, because the very next day after they spoke with me, I did hear from Home Depot," Farrell said.

And I'm happy to report, Home Depot has agreed to give Farrell a full refund and tells me:

"We sincerely want the Farrells to be satisfied, so we look forward to working with them to find a cabinet solution they'll be happy with. The full customer satisfaction guarantee means that if a customer has an issue with a Home Depot project, we'll partner with them to resolve the issue fairly. The guarantee, in addition to our one-year warranty on labor, ensures our customers are completely satisfied with our services."

We also talked to N-Hance which says:

"Customer satisfaction is always our first and foremost priority. This was an isolated incident that is not a reflection of our service standards. Our commitment to providing outstanding service has helped us develop long-term relationships with clients in the greater Philadelphia, New Jersey and Delaware markets. Making it right means that if there is ever an occurrence that leads to a customer being less than 100 percent satisfied, we take all possible and necessary steps to remedy the situation in order to provide that customer with an excellent experience. Our ability to ensure that customers are completely satisfied has allowed us to maintain a 9.3 to 9.5 out of 10 customer service rating."

N-Hance does have excellent reviews on the Home Depot website.

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