ComplaintsforCabinets.com

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We initially contacted the company trying to match some cabinet doors to ***air some old cabinets in the new house we purchased. The *** told us we HAVE to purchase pre-assembled cabinets as they don't sell parts. This pushed us to but some new cabinets from this company.We made the order 5/31 and were told the order processing time is at least 7 weeks. We received the cabinets 7/24. The shipping company they use forces us to pay an additional $60 because they had to wait more than 15 minutes.We opened the package and found out:1. The style does not match our old cabinets style. There are obvious changes in finishing 2. The color does not match our original color. The new cabinets are clearly lighter in color 3. Some cabinets are missing doors and drawers, and we did not get any notification that they would be incomplete *********** refuses to do anything to remedy the situation

  

  Business response

  08/19/2024

  Thank you for your feedback regarding your recent Cabinets.com order. We're glad to hear that you have been working with our ************* Manager, ***** to help.

  After reviewing your order history, it appears that the color and style differences you mentioned are between your new order placed in 2024 and a previous order from 2016 by the prior homeowner. While we cant speak to the specifics of the older order, your new cabinets are consistent with our current style and colors. To help ensure the best match, we always recommend that customers purchase a sample door to verify the color beforehand.

  Your order was placed on May 31st, 2024, and delivered on July 24th, which falls within our expected 7-9 week delivery timeframe. Although some items were missing upon delivery, these were identified during a quality control check and shipped shortly after. We sent an update with ***** tracking information to the email on file on July 25th to keep you informed.

  Regarding the $60 fee charged by the delivery team, we sincerely apologize for the inconvenience. This is not our standard practice, and is not the expectation for deliverys ervices. We've addressed the issue with the delivery team, and once the current chargeback has been released/resolved, we will have this amount refunded back to the payment method used at checkout.
  

  We always want to do what we can to help our customers, and although we have agreed that the order was manufactured correctly based on our current styles/colors, our ************* Manager has been in contact regarding a discounted cost if you chose to replace the 2016 order to match your current kitchen.

  Thank you again for shopping Cabinets.com. Our team remains availble should you have any further questions.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I order cabinets from cabinets.com. The design process was fantastic, the production and delivery times were good....but we ran into issues in regards to the paint and construction of the product fronts on the bottom drawers and doors of our kitchen cabinets. Which the manager admitted they had had some issue with. I have addressed these issue with the customer service supervisor as well as the manager. Repeatedly sending pictures over and over again. After many emails and discussion the Senior director of customer service *********************** agreed to replace all the door and drawer fronts to the bottom kitchen cabinets in February 2024. He advised me it would be about 3 ish month for production and then delivery time. It is now almost August. I have called *************** twice in the last 2 weeks requesting a production and delivery date. As it has been well over 3ish months. He has not returned any of my calls or emailed me any communication as to the resolution of said matter.I am only asking this company to stand by its product and resolve the issue at hand by sending us the cabinet and drawer fronts that were promised my Husband and I. I do have extensive emails I can share if needed.

  

  Business response

  09/06/2024

  We apologize for the delay with your order and appreciate your patience. We are actively working to resolve this matter. There has been a slight delay in the manufacturing of your replacement order, and we apologize for any inconvenience this may have caused.

  Although this order did not qualify under our warranty, we are providing replacement doors and drawer fronts to ensure you are satisfied with your order. We expect the replacements to complete production and ship out during the week of September 30th.

  We will keep you updated and follow up once the order is on its way. Thank you for your understanding. We remain available to assist you if you have any further questions.
  

  Customer response

  09/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered cabinets on 2-7-2024 and they arrived about 2 months later. The cabinets came and about 30% of the order was defective and not worthy of installing. After taking pictures of all the defects etc. A replacement order was generated in early April and about -one month later the replacements arrive. Once again defects, poor workmanship etc. I ordered several 39 inch high cabinets - ALL of them were different heights - doors were different heights as well. Cracked joints, warped doors, crooked cabinets, poor quality finishes etc. You name it - it happened, on the original order as well as the replacements. It's now may 17th and I'm now submitting another claim for more replacements.

  

  Business response

  09/04/2024

  This response was provided verbally to BBB:

  We resolved this directly with the customer, giving him a full refund. He donated the cabinets to Habitat for Humanity, which was the resolution that we agreed to.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed my order for $16,000 on 3/1. Shipping time indicated 7-9 weeks on the website, which would put us at 5/3 (at the very latest). I received an email stating my order had been placed. On 3/7, I received an email stating my order was in production. After that, I was not given any status updates on my order. When we got to the 7 week timeframe, I reached out and was told it was still on track to ship by 4/29. I reached out the week prior and was told it was still on track. I reached out Monday 4/29 to be told that it was shipping that week, arriving 5/3 at delivery agent. The order did not arrive to the delivery agent until 5/6. It was then delivered to my home Wednesday 5/8. I was offered 2% back on my order for this delay which I rejected because I wanted to see what condition they would arrive in. When they arrived, the delivery agent delivered the packages with care into my home. We opened the boxes to find 7 of our 21 cabinets damaged, along with some of the end panels, and completely unable to be installed because the frames were cracked. I find it shocking that so many cabinets passed final inspection in the condition they arrived. I submitted a claim immediately after we finished unboxing. We came to a quick resolution and I am being told ***** business days until we receive ***lacements, but no solid timeframe. I have asked numerous times to have a manager contact me, only to have the customer service *** ignore my request. These delays will cost us a significant amount of money to our contractors. We now have to pay to have someone take off the face frames of cabinets and drawers to ***lace them with the new ones coming in. I am very happy with the cabinets received in usable condition, but I'm extremely disappointed and frustrated at the lack of automated communication and delays we now have to deal with, along with costs associated. At a minimum, I am asking for a billing adjustment for the 7 damaged cabinets and panels.

  

  Business response

  09/04/2024

  This response was provided verbally to BBB:

  We have worked with the customer, and she initially agreed to resolution. She then changed her mind, and she said she would be disputing with her credit card. She was credited $5,635.69 through that process, and we did not challenge that. She kept the cabinets.

  Customer response

  09/06/2024

   
  Complaint: 21690545
  
  I am rejecting this response because:

  I did agree to the resolution, signed the hush money agreement that would prevent me from speaking about my experience, returned it to the Director of **************** on 6/27, only to be completely ghosted by him after I asked when the refund would be issued back to my card. I made numerous attempts via email to let him know that if I didnt hear back from them by a certain date that I would be disputing the charge with my credit card company.  I disputed the charge 8 days after I initially said I would. I sent the email stating that the charge was disputed and received an email 34 minutes later saying that they would be happy to continue working with me as long as I canceled the dispute with my credit card.  My credit card company assured me I was doing the right thing because many companies like this take advantage of people using scare tactics like they did throughout the process. 

  Sincerely,
  
  ****** ******

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 2/12/2024, I purchased 17 fully assembled cabinets from Cabinets.com for a total of just over $8700. I purchased from them because they had the materials and color I was looking for and because the cabinets are sold fully assembled. On 4/23/2024 I received my order. Upon inspecting the cabinets, 13 out of the 17 cabinets were damaged. Most of them have splitting seams where wood is exposed and many are also scratched and dinged. There are also a few manufacturing defects and one of the shipping boxes was stapled to the front of the cabinet. I called them right away and was asked to put in a claim which I did with part numbers and pictures of the damage. I spoke with ****** on 4/29 and 4/30 at which time he told me that the claim would take 1-2 days and ***lacements would take ***** days to make. He also mentioned ***lacement parts and I indicated that I purchased fully assembled cabinets for a reason and needed the ***lacements to be what I ordered, fully assembled cabinets. He indicated he understood and agreed and would see what he could do to make that happen. I spoke with him again on 5/2/2024 and he confirmed with me that fully assembled cabinets would be sent. My claim was transferred to another *** the next day and then to a manager and it has now been nearly 2 weeks and there is no resolution. I had to pay my contractor to take pictures and will lose my contractor if I do not have cabinets to put in within 2 weeks. I am not sure I can afford to finish my kitchen which has already been torn out, with another contractor. I am now being told again that they will only ***lace parts after I have already been promised fully assembled ***lacements. At this point I see other complaints where the ***lacements have been damaged too so I am not even confident the ***lacements will not be damaged. I just want them to pick up their cabinets and refund me so I can go elsewhere.

  

  Business response

  09/04/2024

  This response was provided verbally to BBB:

  We resolved this directly with the customer in August.

  Customer response

  09/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased cabinets on 12/29/23 and when they arrived on March 11, 2024, I received awful quality cabinets. Some of the drawers don't fit in the cabinets, some of the doors are different sizes and the adjustment screws on the hinges were stripped. I spent $6500.00 and had to trim doors, replace hinges and make alterations to the cabinets so the drawers fit. This company is absolutely scamming people by charging what they charge for the quality they deliver.

  

  Business response

  06/13/2024

  We always strive to provide high-quality products and excellent customer service.

  Upon reviewing the case, it appears that despite our repeated attempts to assist, ************** has refused to engage with our team, provide any documentation or photographs of the issues, or submit a formal claim to allow us to provide any resolution.

  We reached out multiple times via phone and email to work with our customer and understand the problems mentioned in detail. Unfortunately, after multiple attempts ************** had repeatedly declined to work with our team to obtain any supporting documentation and had stated "The cabinets are where they belong, in a landfill. I purchased new cabinets from another company. Please do not contact me again". 
  
  As ************** did not provide the necessary information or documentation for us to address his concerns through our warranty process, we were unable to proceed with any form of resolution. We are committed to assisting all of our customers and providing solutions to any issues they encounter, and will continue offer our assistance.

  Customer response

  06/13/2024

   
  Complaint: 21470868
  
  I am rejecting this response because: there was not a single interaction where anyone from the company listen or understood what I was saying. They continually told me things happen in shipping, when shipping had nothing to do with the issues. The shipping company didnt install doors that were different sizes, they didnt strip hinges as they were installed, and they didnt install drawers that didnt properly fit in the cabinets. Most of the cabinets needed to be fully replaced. If they simply took the time to listen to me rather than shifting the blame to the shipping company, I would have been willing to give them the opportunity to correct their mistakes. I expect nothing from this company at this point, they dont take responsibility for THEIR mistakes and dont expect that to change now.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 18th we purchased cabinets from Cabinets.com for our clients home with the understanding it would take 7-9 weeks to receive. On December 11th we notified Cabinets.com with pictures and a narrative showing and stating that the skins, that they require because they do not paint their cabinets, were damaged. January 24th - weeks later, at the time our clients should have been closing on their home, new skins arrived in the exact same condition as before. Pictures and a description was sent again. It was explained that they needed to cover each skin. On February 15th - replacements were received, wrapped the same, and in the same condition. Pictures and a description were sent again along with an email stating our clients would pay what was needed to have the skins covered so that they did not arrive damaged a fourth time. They need these skins to be able to finish their home and move in. To that email, Cabinets.com replied, I spoke with my warehouse yesterday and they assured me these panels will get extra care and coverage. This is our responsibility to make sure they do and we do not expect you to pay for additional wrapping.I am staying on top of this We received the skins yesterday and they were wrapped and shipped as the same as before. Absolutely no coverage on the ends and so they are again ruined. Six months this has been going on. Six months with no resolutions. My clients are paying thousands of dollars in interest each month waiting on four simple skins that would not be ruined if the company would cover them. In addition, the company does not expedite this order. They make you wait two weeks for the items to even ship. Cabinets.com has been notified again of the ruined skins. We have yet to hear from them but nothing will change unless they package them differently. How many months or years does this need to go on? I can provide emails and pictures. The financial and emotional strain on my clients in reaching the point of insanity.

  

  Business response

  06/13/2024

  **Improved Response:**
  
  ---
  
  Hello ****************,
  
  We sincerely apologize for the issues you experienced with the replacement skins and for any strain this may have caused your clients. We appreciate you giving us the opportunity to assist and are glad to see that you were able to work with our ************* Manager throughout this process. While we had hoped to resolve this issue through our replacement process, we completely understand your need to move forward and take care of your clients. To assist, we have provided a full refund for the affected panels.
  
  We value your business and appreciate your patience during this process. We are committed to improving our quality control and packaging processes to prevent such issues in the future, and we have already made changes to how these skins are packaged moving forward. Once again, we apologize for any inconvenience this may have caused.
  
  Should you have any further questions or concerns, please do not hesitate to reach out to our team. We are here to help.
  
  Thank you for your understanding.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed my cabinet order on November 27, 2023 for $1,849. Was quoted 7-9 weeks initially. Of course that wasn't based on when I placed my order, it was based on "when my order went in to production", which was misleading and NOT estimated/undisclosed how long that would take.It only took about a week or so (believe they went in to "production" the next week). It is currently February 8, 2024 and I haven't seen said cabinets nor received a straight answer as to why there are such delays and have not been given a tentative ship date. I have been told several different things: "oh, our facility had to shut down for a week due to weather" (mind you this was already 8 weeks in to "production" time on my order), "oh, 1 piece didn't clear quality control", "oh, two pieces didn't clear quality control". I only ordered THREE cabinets. 1 panel. 3 fillers.At this point, I am led to believe they are simply being dishonest.I must have either not read the reviews carefully when I placed my original order, or just decided to roll the dice, but clearly I am not the only one in this situation.Note that I have given them every opportunity to answer my concerns. I have called no less than 10 times - about 5 this week. I was credited $277 for "shipping charges", which I will happily accept, but I think that is the LEAST corrective action they should take. Also, I wasn't told about this refund until after I saw it on my credit card statement. Like, what? Clearly sketchy.If I don't get an answer, REAL information or confirmation that my product ships in the next 24 hours I will be seeking legal action.

  

  Business response

  06/13/2024

  Hi ******,

  Thank you for bringing your concerns to our attention and we're incredibly sorry to hear about the delays associated with your Cabinets.com order. Providing an exceptional and transparent experience for our customers is paramount to us, and we terribly saddened to hear that we fell short of both yours and our expectation in this area. We appreciate for the opportunity to help, and I'm glad to know that *****, our ************* Manager, was able to work towards resolving your concerns.

  Thank you again for your understanding and patience throughout this process, and for working with our team in our attempts to make this right. As always our team remains available should you have any additional questions or concerns.

  Customer response

  06/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/15/2023 I purchased $16K of cabinets, order #**********. I was told 7-9 weeks for delivery. It is now February 1st and they still havent shipped. It has been 11 weeks at this point and its just a joke. 7 weeks would have been 1/3/2024 so we demolished our kitchen and prepped the space so we would be ready for the cabinets to come and be installed. No we are just waiting. Ive called several times to get updates. First they said they didnt know the shipping date, but that it might be a bit longer due to their holiday closures. Then I was told they would ship 1/27/2024but they have not yet. This is beyond frustrating. I wish I wouldnt have ordered from here. And now reading complaints about damaged and wrong orders being delivered I can only hope that they will show up soon and be useable.

  Customer response

  02/20/2024

   
  Complaint: 21233903
  
  I did hear from cabinets.com and received my cabinets today. 13 1/2 weeks after placing my order. The delivery window was 7 to 9 weeks.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased my cabinets from this business on 12/1/2023. The lead time as stated when i purchased my cabinets was 7-9 weeks. I called yesterday, 01/04/2024 to get an update on the production of my cabinets. I was told by Savion that my current SHIPMENT date was 02/29/2024. That is well beyond my original lead time. They reached out to the production team and told me that there was no way to rush by order and to call back a week later for an update. This is costing me money and time and I am more than disappointed and upset. There has been no communication stating that my lead time was extended. If my cabinets are not here during the previously promised window, I want a refund. This is unacceptable. There has not been sufficient communication or justification as to why my cabinetry would be delivered an additional five weeks later. If I had not called to see where my cabinets were with production, I would have been left in the dark wondering where my cabinets were. This is unacceptable.

  Customer response

  03/01/2024

   
  Better Business Bureau:
   
  Cabinets.com has reached out to me to resolve the issue. 

  
  Sincerely,
  
  ***********************

*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. ↩