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    ComplaintsforCabinets to Go

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    Complaint Details

    Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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    Complaint Status
    Complaint Type
    • Complaint Type:
      Service or Repair Issues
      Status:
      Unanswered
      Cabinets and Granite countertop purchased from Cabinets to Go. Cabinets to Go subcontracts with Mercato Stone for granite countertops. On December 11, 2023 Mercato Stone installed granite countertops. On January 5th I noticed a yellow line encircling the countertop corner. There was a noticeable crack leading to a deeper crack on the countertop edge. My husband and I visited Cabinets to Go in person on January 7th to notify our sales Person ********************* of the cracked countertops. We supplied pictures as requested on January 8th. There were numerous calls to Sirett ad Mercato Stone following up on the resolution to the cracked countertops. ****************** notified me that that what I was seeing was normal for granite countertops. I did not agree as you can see the cracked edge and follow the crack around a complete circle back to the edge. This is definitely a crack. After repeated attempts ********************* did finally get someone to call me and a file was claimed on the warranty on Feb. 20th after a claims adjustor came to my home to inspect. Today, March 25th I have received the denial letter. Cabinets to Go and Mercato Stone are not taking responsibility and are refusing to back up their work. our kitchen remodel was held up for over 3 months waiting on both of these companies to make this right. Replaing the countertop is no longer an option due to the fact that we would have to remove brand new backsplash. Both my husband and I feel that we have been ripped off by Cabinets To Go based on selling these bad countertops and they have not stood behind their customers but instead have defended their sub-contractor Mercato Stone

      Business response

      04/24/2024

      I received this complaint, but you guys are sending this complaint to a WRONG COMPANY. 

       

      My company name: Cabinets On The Go

      You are mistaken us with: Cabinets To Go

       

      We do have a similar name company but we are located in ***********. The complaint itself mentions CABINETS TO GO and not our company.

       

      My request is for you to promptly remove this complaint from us and direct it to the correct company. 

       

      I am asking to receive a confirmation in writing that the complaint is removed and will not be on the record of CABINETS ON THE GO company.

       

      I appreciate your attention to this and prompt resolution.

       

      Best regards

      **********

       

    • Complaint Type:
      Service or Repair Issues
      Status:
      Unanswered
      Both the sales representative and the manager have been insulting and rude throughout my cabinets replacement process. I was never informed of any policy of replacing incorrect sized cabinets, one being the error of my contractor and the other the error of the Cabinets To Go sales person. These two cabinet units were assembled by my installer but then it was apparent they were not appropriate for the space. I had to order a smaller size and was charged a sizable restocking fee. Now I sit with two brand new cabinets they wont allow me to return. They were very rude and condescending about this and simply stated that I signed off.Over the past several months I was given a delivery date only to find out the products never shipped from Tennessee. This happened twice and I was billed by the installer both times for not meeting the scheduled installation date. Neither time did the sales rep ******* me about the delay and acted defensively when I called her.Getting past that issue the countertops were also sold to me by CTG and supplied by Mercotta Stone and due here in ten business days. After two weeks and no word I called Mercotta Stone as to delivery and was told they werent ordered due to a square footage discrepancy between their measurements and Cabinets To Go supplied measurements. ******** told me they called my CTG sales representative of the problem who failed to call and alert me. I am so disgusted with Cabinets To Go and the team there. They are rude and not a competent company to do business with. My initial expenditure with them for $13,000 has turned into $18,000 plus a mass of headaches and frustration I need help badly please. I can be reached at ************.Thank you, ***
    • Complaint Type:
      Service or Repair Issues
      Status:
      Unanswered
      The store in Halifax, *************** ** is the one that I worked with but was not only insulted, ignored and treated inappropriately but also the contract that stated that the two closets would be completed by December of 2022-- were not and that is because the sales **** ***************************** ordered the incorrect parts for one entire closet and did not complete the second one. ******** made me pay in full in July of 2022 and after that was unreachable. And when I tried to contact ***************************** about the incorrect parts that were ordered-- she never responded neither by email or calls. And her colleague, *****, insulted me over the phone and said youre the one ******** all the time. And then ******************* up on **** had to go to the store to deal with the Manager, ********************* because Cabinets to Go customer service said that this was the only option. And when I went--the manager, *********************, insulted my daughter and I, berated us, and made us feel uncomfortable in a small closet of an office. Cabinets to Go only refunded me for second closet material. However the main closet had missing pieces as well. Im seeking an additional $1,500 in reimbursement because Cabinets to Go did not comply with the signed contract stating that the closets would be installed by December of 2022. They were rude, deceitful, uncooperative, unreliable and unresponsive. Once they receive full payment they become completely absentee. I'm a 77 year old female, Hispanic with an accent and have been treated horrifically by Cabinets to Go because of this. I even asked for contact information for the franchise owner of that particular storeby customer service and ********************* and was not given the information.
    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      Our house got flooded from Hurricane *** on September 28,2022. We ordered cabinets and installation and paid in full on October 15,2022. The installer came out to our house on November 11,2022 for 3 hours, said the sink base is the incorrect one, will get a new one and come back. Never heard from them again. My husband stopped by there to talk to them, the walked him out of the store, said he was making a scene. Until December 7,2022 I went in to the store to talked to the sale person, she said Oh! The old sink base was never returned thats why we never ordered you the correct one, she suggested I pay for a new one, which I did, and once they pick up the incorrect one then they would credit me for the old one. Everything still sitting around in my living room, and now its been over 2 months. We still have no kitchen, no sink and no vanity for our master bathroom. I called the store multiple times, never get a return phone calls. Manager is always off or out of town. The sale person called me finally on Monday: December 19 after 5 pm saying that the installer will be at my house tomorrow with my sink base. On Tuesday: December 20,2022 2 guys showed up, screws in 1 cabinet and then waiting for the main installer who is coming at 12:30 pm. I waited until 12:45pm I had to call him to see whats going on, he then told me that they dont have my sink base, so he is not coming. I call their customer serving in *********, they kept saying the ************* store antedating have my sink base but the store kept saying they dont. Its no fun having to buy food for the family for the past 2 months, and doing dishes in the back yard with the garden hose. Or brush our teeth in the shower. No vanity yo wash our hands and faces.Its been over 2 months that we paid them in full. Please help us resolve this issues Thank you very much *******************************

      Business response

      01/25/2023

      Business response taken verbally by BBB:

      Customer has received all the ******************** and self installed when our price included installation. At this time we will not be going out there to finish the installation as we will not be responsible for someone else's work. We are still figuring how much of a credit will be applied as we are still determining the actual labor/installation cost as it is normally all included in the original price and is not broken down.

      Customer response

      01/31/2023

       
      Complaint: 18633328

      I am not totally reject the bill I had the installation was $1,782 plus tax 
      Thank you 


      I am rejecting this response because:

      Sincerely,

      *******************************

      Customer response

      02/22/2023

      They refunded $1,275 but the cost of installation was $1,875

      thank you 

       

    • Complaint Type:
      Delivery Issues
      Status:
      Unanswered
      I placed an order with Cabinets To Go for cabinets that were in stock and I could get within 10 days. I paid in full for the cabinets and paid for shipping. Delivery time frame came and went and nothing. I have called repeatedly and the cabinets are sitting in the warehouse and they have promised delivery but have failed to deliver at each promised time! I have reached out to corporate and they are no help. The store blames the warehouse and the warehouse blames the store! I had an installer scheduled for tomorrow after I was promised delivery today and now they are still not here and nobody can tell me when they will be here.

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