ComplaintsforCabinets to Go

• Initial Complaint

  04/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We paid in for Cabintes counter top and vanity for our home on January the 8th cabinets promised no more than 3 weeks. We still do not have cabinets, countertops and vanity installed. We have tried to get this done through their customer service still no luck.

  Business response

  04/30/2024

  Our terms and conditions state we don't guarantee time frames, all lead times given by associates are estimated.

  Customer response

  04/30/2024

   
  Complaint: 21566187
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with Cabinets to Go on January 10, 2024. I spent over *********, this amount was for Kitchen cabinets, assemble, and installation. It's been over a month and a half, and I still don't have my cabinets installed. I had person from the company installed some of the cabinets and the cabinets were broken. Then I had to wait another two weeks for new cabinets. The cabinets they sent were the wrong size. I have taken over four days off work to get this done. I still don't have the cabinets my first payment is due on March 4, and I don't have anything done in my kitchen. It's going to be two months. I just want my cabinets to be done correctly. Why should I pay for something that I don't have. This is horrible customer service. I have been treated like trash. They are not picking up my calls. I have spoken to the store manager at ***** Dr his name is ****. I also called customer service they never return calls. Please help!

  Business response

  03/14/2024

  The correct items have been sent. The installer will schedule a time to repair.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Cabinets to Go has officially abandoned the job on my kitchen that was custom created in their store in October of 2020. They took $15,000 for the order and we waited months for everything to come in. They received the order in June 2021 and came out to install. Their contractor ***** at KBS, now known as "The Experts in Room Additions" has been nothing but a problem. Him and his team consists of his wife and non certified teens and strangers to complete his installs. He then hired subcontractors to do the plumbing and electrical and completely botched the install. After almost 4 years now of complaints, Cabinets To Go sent a newer inspector in earlier this year and ordered new cabinets. They now came out in June 2023 to remove and order missing and damaged pieces. Yesterday July 20th 2023, Cabinets to Go officially closed the case after tearing apart my kitchen and said "the color is no longer available and they cannot help me". My kitchen is now in pieces and is even worse believe it or not! We just want what we ordered and paid for installed OR a complete refund and we will reorder a new kitchen with a reputable company. If the Brown color no longer matches that is not my problem if you swapped vendors as a company. You must redo what is needed to make it right in the color purchased. Mismatched colors is unacceptable.

  Customer response

  07/27/2023

  I have all communication with names and dates trying to get job completed. Install company they hired to install botched the job. I finally got parts ordered that were either defective and/or warranty from install *** and they came out after 4 years to install them. They have 1/2 of the kitchen island installed and they don't match. I also have a cabinet in another room they left there and its not installed so I have an empty space in my kitchen where it goes. I have sent you a picture of this as well. I asked ***** to reorder all at same time so they match and was told they don't have that color anymore. Therefore, why wont they figure a solution, order all at same time or maybe brown is called a different name with their new vendor? Multi color cabinets were not ordered. Also, the white cabinets I ordered for the walls were defective and not installed correctly. KBS install was going to replace the white cabinets also, but KBS customer service rep ******** cancelled my appt. the night before. The mats for the cabinet bases are defective, KBS reordered as a warranty item. This has been nothing but a nightmare, Please help me get them to warranty and install the products and services I paid for or give me a refund so that I can purchase a new set of kitchen cabinets from a reputable, honest company.  Sincerely, ***************

  Business response

  08/14/2023

  The customer was contacted last week to let them know the installer is coming out to address their issues.

  Customer response

  08/20/2023

   
  Complaint: 20356209
  
  I am rejecting this response because: yes, **** from ************* did send an email. The email states CTG is only agreeing to install 1 white cabinet. That is the one they removed so that I CAN PAY a plumber to move the icemaker line from behind the cabinets that were installed IN FRONT OF the line without my knowledge. **** is aware that there are many other issues to be replaced, corrected, warrantied. This has been going on for years, so that for him to address only one cabinet? Although I don't want the gray cabinets they installed, passing them off as brown, if the only solution to this is to replace the whole island with the same color. this must be ordered all at the same time, since obviously their dye lots are consistently different when ordered piece by piece. I did offer that as a solution to ************* and their response was, " We are closing you case". Not only the cabinets are defective, the mats in the cabinets are peeling apart and those are covered under warranty, the installer tells me he ordered those. I am missing a lot of parts that were taken by KBS that were to be reordered also. the problem also is KBS does not communicate with CTG on all of these issues. I am passed from ************* reps to start all over again, that's why this is dragging on. We were just working with **** after he told me ******** was no longer with the company, although her vm is still active, now **** has sent me to *******. I have also included a photo of my original brown cabinet. You can see it is a dark brown. not close to the gray they have put in between pieces. all 6 island cabinets need to be reordered to match, with toe kicks, filler pieces, and trash compactor front, as I originally ordered. You can see the difference in their "white" filler pieces in the photo also. I just want it all to match and appreciate your help. Thank you, **** and *********************
  
  Sincerely,
  
  ***************

  Business response

  08/29/2023

  we are working on the issues with this kitchen

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Our experience with cabinets to go has been an absolute nightmare. What we hoped would be a 1 or 2 week kitchen remodel has been a 4 month nightmare. Our costs have been astronomical. We purchased our cabinets on 6/29/2022 from Cabinets to Go. We elected for the store to install the cabinets and we would hear from their installer within a week or so. Our cabinets arrived on 7/11/2022. We reached out to the installer and left voicemails. 7/21 we demo'ed our kitchen. We reached out to the installer several times and heard nothing back. 8/8 we heard from the installer - it would be 2-3 weeks more. We elected to install the cabinets ourselves. Upon opening the product to begin assembly, we discovered four critical cabinets were severely damaged. We contacted Cabinets To Go. They informed me they would not replace the damaged cabinets in full - but would rather send out replacement parts. I affirmed that damaged items were shipped to me, and I would like full replacements, but they would not do so. After two weeks we received the replacement parts. The replacement parts were the wrong color and size, and would not even fit. We complained and demanded full replacements, They again declined any replacements, and promised I would receive the correct parts In addition we found out that the cabinets had been mis-measured - leaving *large* unsightly gaps of spacing between the walls and cabinets. We complained and were given no solution. We were forced to buy an additional $600 cabinet to fill in the mis-measured "guaranteed measurements" at our own expense. The wrong parts were sent again. I spent the next week calling the store manager and customer service nearly every day of the week demanding full replacements of the cabinets. OnSept 7th after weeks of calls Sept 7th they agreed to send me the replacement cabinets for the damaged ones in July. On September 21st we picked up the replacement cabinets. We opened to find them damaged also. 4+ months and going with no kitchen

• Initial Complaint

  06/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Paid $5570 for cabinets which one was for a waste basket. Was sent all the same size cabinets and I assembled them per instructions(as the co does not assemble them they ship them unassembled) when I called to say I received the wrong one they said it was my fault I put it together and I could pay for a new one. They shipped the wrong cabinet. I sent them pictures of the cabinet but nothing returned still have not heard from them. Case # XXXXX XXXXXXXXXX. I emailed regional manager but was told no such email exists. Ask for corporate number but was told they would call me back still no call. Does this co sell things and then change phone numbers. All I'm asking is that they send me the right cabinet that was paid for. Thank you

  Business response

  07/20/2022

  Business Response /* (1000, 5, 2022/07/05) */ The cx received the correct cabinet. They were told that via email. There are detailed instructions on our website for this specific cabinet. https://cdn.shopify.com/s/files/1/0196/2351/0078/files/4WCSC-1535DM-1.pdf?2746

*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. ↩