ComplaintsforSanels Wholesale Cabinets

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Incomplete installation. When we contacted the company, their installers were not available. They recommend we hire someone to complete the installation and they would refund us the cost. 2 years later and 4 invoices, still no refund. They ghost all of our calls and do not return our emails.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I received my cabinets months after the promised date and the cabinet assembler was an individual that sanels recommended and contacted for me. The assembler completed his work as much as was possible but was missing several drawers to the cabinets and the sides to complete 4 more drawers. So he contacted me and let me know that he was driving back over to Sanels to speak with them about this issue. He said that he was driving there because he had attempted calls for 4 days, left messages and no one returns his calls. When he arrived at Sanels , he spoke to a salesman that said they didnt have them and that he probably lost them? The salesman and the assembler that they referred me, began to try to explain to them that it was impossible and he asked the salesman at Sanels to do the right thing and deliver what your customer paid for. He salesman began to escalate his voice and verbally abused the assembler and began to close the warehouse door in his truck so the assembler rushed to leave the premises. I after hearing this story from the assembler, I also tried to reach a manager, owner, anyone that would help me and never, never, never, were my dozens of calls returned. I went to the store and a new salesperson was there and she said that she would contact the owner who was out of town and he would contact me back. He never did. Months have passed and when I finally reached a salesperson on the phone, he said that the company was no longer in business. Now I have cabinets without any drawers and no one to help me get them and almost 12k invested in cabinets that cant be installed with the the large holes where the large drawers were supposed to go. We want a refund so that we are able to purchase cabinets from another company that is honest and will give us a complete set.

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We (******* and ***********************) signed a contract with Sanels cabinets on 2/5/2023 totaling $17,537.23 for new kitchen cabinets and installation. We were supposed to have cabinets installed on 3/6/23. There was a serious lack of communication, and we did not get them installed until 4/22/23. There were pieces missing, the installation was not correct, and all of the doors were agreed that they needed to be replaced because there are marks all over them that can not be fixed. We went through "warranty" to get new doors and the items fixed, even though services paid for were not completed to begin with. We were told we would have new doors installed on 6/6/23 they never showed. ******* then told us that they were backed up and we wouldn't have installation until 6/26. 6/26 came and went with no show and no answer. we have been calling *******, *****, and ***** (their project manager) and there is no space to leave a voicemail anymore. We have had no response from anyone since 6/6 @12:08 pm stating we would have them installed on 6/26. We have called all phone #'s available to us and that we can find online. Our sales person, ****, no longer works for them and we have no recourse to get what is owed to us and what we paid for. We need the kitchen to be completed. We are requesting they either Finish the job, or give us all the money back so we can get new doors made and repairs done by a new contractor. I have all text messages still available on my cell phone. DOCUMENTS WONT UPLOAD. PLEASE EMAIL ME FOR COPIES.

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  For a year! we have been trying to get a missing "skin" piece for the end cabinet and a missing piece of toe kick, on our island from this company. We kept being told by the owner, ***, that he had ordered it and it was a supply issue. Today my husband went in person to the store in ***** **** where we purchased our cabinets and found out *** is no longer the owner of this location. The new owners could pull up our invoice and see exactly what we ordered and PAID for, but still wanted to charge us over $250 for these missing pieces, because the problem was with the previous owner, not them. This is STILL Sanels, so they should make this right! I am absolutely LIVID right now. My kitchen will now never been 100% complete because I REFUSE to pay for something that should have been delivered and installed almost a year ago. I cannot believe the complete lack of integrity shown here. If I could give negative stars I would because our whole experience with this company has been one battle over another, mistake after mistake, and now today I learned these mistakes will NEVER be made right.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I went there late Nov 22 I sign and gave half deposit they took lots of time to come finally they came did one day. Finally in April or may they finished i said thanks, They hired a great new manager he came he was just hired but thsn he said he had a week off to go away and he was good but had left and all back to worst So finally in may they left said all done When they left i checked it it all out and saw lots of cabinets not hung correctly and drawers not correctly. As soon as they had left I called them had voice mail called almost every day i said please send someone to fix and finish this. I need this to be done correctly. No one called me back i have photos

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 10/12022 I paid over $12,000 for cabinets, assembly and installation. I have damage, gaps/unfinished areas and outrageously poor customer service. They few people who cared have since quit. They bring fixers in and they disappear or our fired. I am not alone. Look at their reviews. I guess I didn't. I just want things fixed.

  Business response

  08/03/2023

  Hello *******, 

  We sincerely apologize for the unsatisfactory experience you have had with our company. We understand that the multiple staff changes we have undergone have resulted in a standstill with your project. In order to rectify the situation, we have already sent you an email to schedule a suitable time for our team to visit and address the service issues. Your patience throughout this process is greatly appreciated, and we are committed to resolving these matters as swiftly as possible. Once again, we apologize for any inconvenience caused, and we assure you that we are taking your concerns seriously. Thank you for your understanding, and we look forward to resolving these issues promptly.

  Sanels Wholesale Cabinets 

  Customer response

  08/03/2023

  This is the same song and dance I have been getting for over 6 months. Some one comes out, looks,  takes notes and states things will be ordered. The filler board was supposed to have already been order and received. Was waiting for installers to be scheduled.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hi. I purchased countertops and cabinets from sanels wholesale in **** on 3/28/23. My contract stated installation would be 5/12/23. I received no calls to schedule the install date and reached out to my sales man ********************* multiple times. Starting on 5/8. He was unable to help me with an instal date so I requested his managers name and number. I received ********************* name and number. I called him 5/8 with no answer so i text. No response. A lady named ***** called and told me they would let me know an eta soon. On 5/17 I reached out to *** and received ************** number. I called NA but it said to leave a text, so I did. He stated he was in a meeting and could just text. I let him know the communication was awful and I wanted to talk to someone. No call. He did text to say they were missing a cabinet. I then reached out to ***** no response. On May 18 I let *** know I was contacting **** of America because I had paid fully and not received my product or an install date. On May 20th ***** text me and said my install date would be 5/22. No time was ever given. I had to wait for them to show up. The installer was nice but left my front door open all day in the ** heat letting in flies. I asked for him to close it but for some reason it was an issue. The install went well. A few final moldings had to be completed later due to scratches on the wood. Our contract says countertop installation would be **** days well again this process was frustrating. ****** cam the next day took measurements and stated he could not give an installation date. He said it was backed up and he did not want to lie, but still did not have a functional kitchen. No sink etc. On June June 10th after 6 calls to the countertop installer I got an install date of Monday. Well no one called or showed up. So 6/13 they installed. They were at my house till 930 at night. I will say they looked good, but I was ready for bed and it was late. I am a nurse and worked the next few days. My husband found areas on the countertops that were discolored. We tried to clean in, but no luck. I then called ****** back and he came the next week. He tried to clean with his product, but said they needed to be replaced. What ever film that was over the top had stained them. He suggested I go into the store to talk to the salesman. *** no longer works there so the sales man gave me an email. I emailed them on 6/26. No response. Emailed oday 7/11. No response. I did text ***** and she said they were working on it, but no dates and no plan.

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  **BUYER BEWARE** I had a wet-bar design and paid in full close to $10K Feb 26, 2023. Waited until April 11, 2023, for cabinet install. Installer could not complete the build missing two side panels, and not enough screws for the hardware. After multi text messages to my sales rep ***** (stop answering my calls, only text). May 2023 new cabinet installer came to install the two side panels and hardware, only after I was required to pay a $158.62 (paid in full) for the side panels to complete the install. On June 1st, I was informed by Sanels that countertop measurement is 3sf off from the original design and I am required to pay additional $165 (paid in full) for countertop material. June 6th was contacted once again and was informed the slab I purchased in Feb is on backorder (how can a slab I picked in Feb be sold to someone else and now on backorder (no answer given); was instructed to visit Low Cost Cabinets (June 7th, new slab selected). Today is June 22nd and I still do not have a countertop installed. Management is aware but here I sit without a completed project.

• Initial Complaint

  06/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On March 28, 2023 I signed a contract for countertops and all cabinets(kitchen and bathrooms) to be replaced in my home. I requested that the project (demolition and installation)begin on 5/22/23 due to summer plans. I started contacting Sanels service team on 4/25/2023 to confirm and verify the date of demolition/installation. I did not receive a call back despite leaving several voice mails and text messages. On 5/17/23 I decided to cancel the project due to lack of communication on the status and still not having a verified installation date. I left message and spoke with the owner regarding my frustration and lack of customer service. I was told the owner would look into the issue and get back with me. On 5/19/2023, I received an email stating that I **** be charged 30% for cancellation. I had paid for the project in full on 3/28/2023. Reluctantly I went forward with the project not wanting to loose over $12,000. I was told the project was scheduled for 5/31/2023 and someone would be at my house between 8 am and 10 am. No one showed up or called to notify me of any changes in date for installation. I left several messages (text, voicemails, and email) before getting a call back. I was told that someone would show up on 6/1/2023 to begin demolition. I explained installation needed to be completed by 6-2-2023 and was reassured it would be completed. Sanels installation team was at my home until 8:15 pm on 6-2-2023 and installation is not complete. Three base cabinets were incorrectly measured but cold not be installed. I was promised that Sanels would be replacing the three cabinets to complete the installation. On 6-5-2023 I received a call asking how the installation went? I explained installation was not complete and there were three base cabinets that needed to be replaced. I was told it would be looked into but have yet to receive a response from that status of the installation. I have left several messages (text, emails, and voicemails) but no once has provided a status of the replacement cabinets or will installation will be completed. The countertops can't be measured or installed until the cabinet installation is complete. The project is at a standstill. I regret working with Sanels and would not recommend them to anyone. I just want the project complete. I have been living without any sinks or stove for over two weeks and see no end in sight.

  Business response

  06/27/2023

  Dear *****,

  
  I apologize for the inconvenience caused by the delay in completing your project. We understand your frustration and sincerely apologize for the lack of communication regarding the status of your installation.
  Please be assured that we are actively working on acquiring the necessary items to complete your project. We are dedicated to resolving this matter promptly and to your satisfaction. You can expect to hear from us within the next day or so, as we coordinate a specific time for the installation to be completed.

  
  Regarding the concern about communication, we would like to clarify that we have been in contact with you via email. However, we acknowledge that there might have been some miscommunication or delays in our responses, for which we apologize.

  
  Once again, we deeply regret any inconvenience this situation has caused you. Our team is committed to resolving the outstanding issues and completing your installation as soon as possible.Thank you for your patience and understanding. We look forward to rectifying this matter promptly.

  
  Best regards,

  Sanel's Wholesale Cabinets 

  Customer response

  07/07/2023

  This complaint with Sanels WholeSale has not been resolved.  After over five
  weeks of waiting the cabinets have now been installed.  I am still waiting
  for Sanels to approve the countertops measurements so the countertops can be
  fabricated and installed.  I did not respond to Sanels communication with
  BBB since the job is still not complete.  I started this project in March
  2023 and the installation was supposed to begin 5/22/23 but was delayed due
  to Sanels poor communication, poor customer service, and not honoring a
  request for project start date. 
  
  *****************

  Business response

  07/11/2023

  Hello *****, 
  

  Thank you for your continued feedback. We are actively working on completing your project and aim to complete it as soon as possible. 
  

  Regards,
  Sanels Wholesale Cabinets
  

  
  

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The contractor has not reached out and is still holding our money. Initial Complaint 05/08/2023 December 2022, we began communication with *****'s regarding a kitchen renovation. In January of 2023, we came in to the store and spoke with ************ about various cabinets options/layouts. We had just finished building a pool and had a very frustrating experience with the pool company's communication. We expressed this to ************ and they insured ** that they would stay involved in our project and would make sure we received proper communication. In addition, they offered their current promotion, "Free labor if the job is not completed in 45 days from the date of deposit". Additionally, they offered ** a cash discount. We dropped off a check in the store on January 30th, 2023. Fast forward to April 2023.. we had not received any communication regarding our project and didn't receive answers to our inquiries. We ended up contacting the owner, ***, and expressed our frustration with the project delays. We also spoke with him about the free labor he offered ** if the project was not complete in 45 days. He told ** he was not going to honor that promotion. With a complete lack of trust and feeling taken advantage of, we requested our full deposit be refunded. *** told ** we could get a refund but there would be a 30% restocking fee on any materials that were ordered. We are now requesting our money be refunded and they are completely ghosting **. They will not respond to any of our text messages or emails. They have all $15,000 of our money and just want to resolve this and move forward.Business response 05/16/2023

  Business response

  06/15/2023

  Hello ****, 
  
  We sincerely apologize for the lack of communication and the frustrations you have experienced throughout your remodel project. We understand your concerns and would like to address them promptly.
  

  In regards to your request for a full refund, we acknowledge your concerns. However, as specified in the contract, there is a standard restocking fee of 10% applicable to all customers for materials that have been ordered. This fee covers the costs associated with processing, storing, and potentially returning the materials to our suppliers. We kindly ask for your understanding in this matter.
  
  We genuinely value your satisfaction and would like to find a resolution that is fair to both parties. We are committed to open communication and are ready to address any further questions or concerns you may have. Please reach out to us directly at ********************************************************** so that we can work together to resolve this issue and move forward in a positive manner.
  
  Regards, 
  
  Iman 
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩