Complaints

This profile includes complaints for Cabinets.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cabinets.com

  Tampa, FL 33619-4306

  
• 

  Cabinets.com

  1205 Tech Blvd Ste 105 Tampa, FL 33619-7856

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered cabinets from cabinets.com back in November and was told that the expected time for delivery was 6-8 weeks. At week 8 they informed me that they were going to ship things out and it took an additional 2 weeks to receive my cabinets from that date. This delayed my construction project by several weeks. When they finally arrived, 7 of the 13 cabinets had damage. Some of which clearly happened prior to them being shipped out. I spoke with cabinets.com and they offered me a slight discount on some of the damaged cabinets and replacements for those that could not be fixed. The replacements were supposed to ship out in ***** business days. We have exceeded that window and everyday they push my expected delivery date out further. As a result, my remodel has been even further delayed and I am stuck staying at a friends place given the state of construction in my home

  

  Business Response

  Date: 03/31/2025

  Hi *******,
  
  Thank you for the opportunity to help and for working with our customer service team to get your order back on track. We're thrilled to hear that the replacement cabinets have already been delivered.
  We sincerely apologize for any inconvenience you experienced during your remodel. Your patience is greatly appreciated, and were glad that we could help resolve the situation.

  Our team remains available should you have any questions or need further assistance.

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order# ********** Purchased two base cabinets in November *************************************** February 2025. We opened the packages and to our disappointment the cabinets have poor build quality resulting in unaligned cabinet doors and drawers. It is so bad that the top drawer isnt able to close because the unaligned bottom doors are preventing it from closing. These are not functional and clearly poorly built. The other base cabinet has a significant gap in between both doors, looks like they are too short resulting in a gap. Weve contacted the claims department and their initial response is the hinges are faulty, how are these brand new and faulty? No quality control is probably the reason. Save your money and look elsewhere.

  

  Business Response

  Date: 02/24/2025

  Hi **** and ******,
  
  Thank you so much for taking the time to share your concerns. We truly value your feedback and are thrilled to hear that you have already been working with our Senior Director of Customer Service.
  
  From the photos and details provided, we are confident that the door and drawer alignment concerns mentioned can be resolved with a few simple adjustments to our **** hardware, which allows for up, down, left, and right movement. These small adjustments are common for any new cabinet installation and only require a screwdriver.
  
  We want you to enjoy your new cabinets, and our team remains available should the you have any questions regarding the provided adjustment videos or run into any difficulties.
  
  Were happy to help in any way we can.

• Initial Complaint

  Date:01/02/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a general contractor located in ****** and I have lost over 12 thousand dollars and have been pushed back months on deadlines because of two complete house order train wrecks through cabinets.com. From design errors taken off actual blue prints to multiple missing cabinets, damaged cabinets, shoddy build quality and order mistakes that I have email record of, I can never use cabinets.com again. They are too much of a liability. I have had two different installers tell me that they have never worked with cabinets this bad and that if I ever order them again, they won't install for me. One even told my client this! I have multiple pictures and emails of the products and orders to verify the truth of all of this and I most likely will have an ulcer for the amount of stress this has caused. Definitely not worth the contractors discount I got. *** the cabinets are not built with 3/4 inch plywood as they allude to in the videos. They are 1/2 inch plywood with multiple stapled parts.

  

  Business Response

  Date: 01/16/2025

  Hi *****,
  
  Were sorry to hear about the missing items and affected parts with your order. We understand how important it is to stay on track with a project, and we truly appreciate your patience as we work to resolve these issues.
  
  Its great to hear that youve been working with our **************** team on replacement parts, and with our Senior Director of ****************, *****, to get your ******************** experience back on track.
  
  Regarding the plywood specifications, our European Full Access cabinets use 3/4" plywood, while our Traditional Frameless cabinets utilize 1/2". This information is also available on our Construction Page.
  
  Thank you again for giving us the opportunity to help. If theres anything else you need, please dont hesitate to reach out.

  Customer Answer

  Date: 01/17/2025

   
  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.

  I had a complaint that I filed against cabinets.com for some issues I had with some orders. ***** from cabinets.com has contacted me and resolved all of my concerns. Please remove my review. Thank you. ***** ******

   

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered custom cabinets from Cabinets.com. After taking delivery we began unboxing the cabinets. Wow! We are shocked at the terrible quality. Also, the company advertises they are certified by ****. That would hold the company to strict guidelines for cabinet construction. **** states they are not certified and the company is not listed on their website. I am shocked about the dishonesty of the company.

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22457974
  
  I am rejecting this response because:

  This response was taken verbally by the BBB:

  The business called me last week and left a message that they are working on making new cabinets. We just need a date from the business as to when these will be completed and installed. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 12/19/2024

  Hi *****,

  Thank you for sharing your concerns. At Cabinets.com, we take quality and transparency very seriously, and were sorry if there was any misunderstanding regarding our **** certification.
  
  Were glad to hear that youre working with our Senior Director of ***************** *****, to resolve these issues. Proof of our **** certification has been provided to address any confusion, and replacement items are currently in production. Once your order has shipped, our team will follow-up to provide tracking details as soon as theyre available.
  
  We appreciate the opportunity to make things right. Please dont hesitate to reach out if you have any further questions.
  
  Our team remains committed to helping turn your experience around.
  

• Initial Complaint

  Date:09/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im beyond disappointed with the so called cabinets, which look like they have been thrown together (see attached photos), there are 75 issues for a small bar, which I purchased from Cabinets.com in mid July. I'm actually in shock that a company could send out a unit where the door is so much visibly smaller than the two sides it's visible to see the shelves inside of the cabinet. How can that happen, the door is smaller than the unit and the shelves inside are visible! Its not level, there is visible glue & lifting edges, the quality is shocking. Most of the cabinets have splitting seams where wood & glue is showing. The blue protective film was not installed over the doors correctly and had moved and slipped, and was not covering to the edges, of course where it had moved it meant there had been friction and almost everyedge is scratched on the edges. My heart sank when I opened the corner cabinet and it just went downhill from there with so many issues. These bass Cabinets cost just over $4000 and I'm not worth 400. The company needs to come and pick these up and refund so I can go elsewhere and find some quality product without splitting seams and exposed glue and doors that fit to the size of the cabinet. The company suggested I go online and fill out a complaint area with photos & part numbers & issues, I started, but with this much damage & quality issues, it would have taken all day. I have sent all 72 photos on an email to the customer service team. ******

  

  Business Response

  Date: 10/01/2024

  Hi ******,

  Thank you for taking the time to share your concerns with our team. Our goal is to provide every customer with an exceptional Cabinets.com experience, and I’m sorry to hear that we missed the mark with your order. We’re committed to helping you and are glad to hear you’re already working with our Customer Care Manager, Jerry, to address your concerns. Your satisfaction is our top priority. If you have any further questions, please don’t hesitate to reach out to Jerry. 

  Our team is here to support you, and we look forward to making this right.

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:06/17/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We started the process with this company in November of last year. We have made two orders with them for our kitchen cabinets. In the first order, half the cabinets had to be replaced due to shipping damage. Other pieces had to be replaced due to quality issues, scratches, gouges, pull-outs having been finished with dirt and grease underneath, and warped doors. They sent replacements and even with that replacement had some of the same issues and had to have a third replacement. We had to remove hardware, good drawers, and shelves to be used in the replacement cupboards and dispose of the material that was no good. The first order was small so we went ahead with the second order. BIG MISTAKE - My kitchen is empty; the cupboards arrived, and over half had the same issues. The cabinets cracked and damaged. Pieces of panels stuck together from wet paint, scratches, and gouges in doors, pull-out with grease and dirt in the finished, warped doors. We cannot put anything in the kitchen. Went ahead and submitted another claim with the company. Two weeks later received half the shipment for the replacement and only one piece is usable once again. Still have an empty kitchen and no cupboards. When the rest show up I doubt the majority is going to be any good. They constantly tell me I have 30 days to make a claim. I can't even get the cupboards up because we are always waiting for replacement. We have to dismantle the old rebuild it into the new when we get them and dispose of the rest. At this point, if I am dealing with subpar cabinets, I am paying more money to dispose of bad cabinets I want an fair adjusted amount for all my work and disposal and inconvenience. In addition I want the cupboard issue fixed and for cabinets to come ready to be put up! I have lots of pictures if you need them.

  

  Business Response

  Date: 09/06/2024

  Thank you for your patience and for sharing your concerns with us. We're happy to hear that you have been working directly with our VP of Sales to provide the requested color match for your cabinets. We remain committed to helping, and our team will continue to work hard to ensure that you are happy with your Cabinets.com order when it's all said and done. We do show that your order is still currently in production, and once produced we will provide shipping information as soon as your order has shipped.

  If you have any additional questions, please let us know

  Customer Answer

  Date: 09/07/2024

   
  Complaint: 21855508
  
  I am rejecting this response because: there was never a color match issue with the cupboards. The issue was with construction, paint issue and poor packaging in the shipping process which has caused severe delays in the completion of the kitchen. It is still not useable to this day. We are working with the company and I do hope to have everything solved in the next coupe of weeks. I have one more step to complete before I will accept a resolution. In addition they will need to make a true statement about what the problem was. 
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 09/29/2024

  We have been working with these folks for months. I make a claim on cabinets, in particular our white upper cabinets. ***** send me an email to verify what I should be getting and each time a shipment arrives it is only half of what I was suppose to get. On Friday 9/27/24 I only received one white cabinet when I was expecting three. The one white cabinet paint job was orange peel and the box was damaged. They want me to sign a document that seals my complaint which I cannot sign until I have all my cabinets because of this clause ***** ****** accepts the Cabinets.com payment and items furnished in full and complete satisfaction of any and all obligations and liabilities of Cabinets.com to Mrs. ****** Cabinets.com shall be under no further obligation to ******* ****** whatsoever.) I cannot take a chance that they will complete my order with so much damage and problems with every shipment that has come. I had order a wall unit prior to this and the white cabinets did not have these issues. I would like for this to be solved but to date six months later I still do not have a complete kitchen. As you can see this is the state of our kitchen now because we cannot finish! When they send me all of the white cabinets, undamaged and in pristine condition as they advertise, I will consider signing their contract. I have spent so much time going to the dump, going to the recycling with all the cardboard, going through every order creating a claim each time and waiting for three to 4 weeks for cabinets to come. When one invest $23,000 in a companies product, due to their claim and advertisement one would expect more. Their $ ***** dollars refund they are offering does not even cover our loss time, the hardship of living like we have been with no oven, a make shift sink and basically no kitchen for the last 6 months. 

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 21855508
  
  I am rejecting this response because:
  

  I signed the paper from Cabinets.com to get a ******* refund and to finish replacing my cabinets. I was told to let you folks know if I have any further issues. I have been waiting for my white cabinets to come in the quality, pristine shape they claim in all their production video. I want cabinets without gouges, rough wood like they are number 2 wood. No paint runs, chips or any problems. I had only half a order show up again 10/30. I filed a claim with the company and sent "*****" a email in addition the form they wanted. NO ONE has responded to my email, NO ONE has responded to the refund. I do not approve of concealing my BBB complaint until they follow through with what they said they would. 

   Sincerely,

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

• Initial Complaint

  Date:05/20/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:05/09/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,
  
  ****** ******