ComplaintsforCabinets.com

• Initial Complaint

  12/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Please help BBB On September 11th, I ordered cabinets for $4,193.47. This order was essentially 4 cabinets for ~$1000 each and trim pieces. I was quoted 7-9 weeks for delivery which would be November 13th.On November 8th I was told my cabinets were getting ready to ship out.On November 20th, I was told my cabinets were scheduled to "ship out of our production facility and arrive at the local delivery terminal on 11/20". The handwritten wording was odd since the current day was the 20th.On November 27th, I asked where my cabinets were.On November 28th, I was told an IT issue caused a shipping delay.Delivery was scheduled for November 30th.On November 30th, a truck showed up with just 2 cabinets and trim on it. The truckers started to unwrap the cabinet on the street and got my attention that there was something wrong with the cabinet. The first thing I noticed was the lack of protection on these large cabinets.The one cabinet that measured 2 feet by 2 feet by 8 feet tall - If I went to Lowes and bought a "Large" shipping box for $2, I would probably have thicker cardboard and more protection than what they did to these things.I can include pictures but it's safe to say after waiting 11+ weeks I was speechless.Since then, multiple representatives from Cabients.com have been encouraging me to accept this delivery and go through a salvage/return process where I diagnose what parts can be saved from the cabinet, find a way to disassemble them, and then wait probably 3 more calendar weeks by the time delivery comes (they say <10 business days for production) for the replacement to come in. The only problem is I ordered 4 fully assembled cabinets. I would have bought IKEA or RTA cabinets if i wanted assembly.I just want my money back and do not want defective partial cabinets.I have filed a chargeback and am waiting for further guidance from TD.

  

  Business response

  01/12/2024

  Hello ******,
  
  We are truly sorry to hear that your order did not arrive within our 7-9 delivery time frame, and we understand how frustrating it can be when damages occur in an order. We take pride in our ability to provide proactive and transparent service to all of our customers, and we work hard to keep our customers updated when an order is affected by holiday closures. We acknowledge that we have fallen short of meeting both your expectations and our own high standards in this instance, and we are fully committed to improving our service.
  
  Regarding the reported damages to your order, we can appreciate any frustration and inconvenience caused when damages occur, and we make every effort to minimize these damages from happening. In this particular instance, your order was carefully packaged and secured to a wooden pallet for delivery to your local agent. While we understand your concerns with moving forward, we do ask all of our customers for the opportunity to address any damages through our replacement process. Through this process, we will work to replace the damaged part of the cabinet. For example, if a door is damaged, we will only replace the affected door.
  
  After a thorough investigation of the reported damages with your delivering agent, we were informed that one of the cabinets had sustained damages. Since the entire order containing multiple cabinets was refused upon delivery, we have requested that the remaining portion of the order be delivered to allow for a thorough inspection of the remaining cabinets. Our team will then work diligently to address any damages promptly.
  
  We have made multiple attempts to communicate and provide a satisfactory resolution, but we understand that you have advised our team that you will not proceed until the second attempted chargeback has been settled.
  
  Our team remains fully committed to working with you to provide a satisfactory resolution to this matter as quickly and efficiently as possible.
  
  Please do not hesitate to reach out to us if there is anything else we can do to assist you. We look forward to hearing from you.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Cabinets were committed to delivery by 10/16/23. Cabinets arrived 10/23/23 severely damaged. Replacements were committed by 11/8/23. On 11/9/23, I reached out and was given an update that they would ship out due to me reminding them. Received partial order on 11/15/23. On 11/21/23 customer reached out again requesting update on missing product. Customer was told product will not start production until at least 11/27/23 with delivery date unknown but likely mid-December. Customer asked for updates but company only provides updates and checks into delays if customer requests them repeatedly. No compensation or refund for any missing or extremely delayed product.

  

  Business response

  01/16/2024

  Hi ***,
  
  Thank you for contacting us and expressing your concerns. We completely understand your frustration and sincerely apologize for any confusion that occurred with your replacement orders timeline.
  
  Upon further review of your concerns, we discovered that the reason for the split shipment was a result of a delay specifically for the Naval portion of your replacement order. While your Bright White order was completed on time, there was an unexpected delay with a portion of your Naval order. While the naval portion was completed shortly after, this delay was further exacerbated by holiday transportation closures that impacted shipping. Instead of delaying both orders, we made the decision to ship your Bright White order separately from the Naval parts.
  
  Were terribly sorry for any inconvenience that this has caused, and are happy to hear that the remaining Naval portion of your order was shipped once we were able to resume shipping on November 22nd.
  
  Glad that our ************* Manager, *****, was able to assist you in getting your order back on track.
  
  We hope you are delighted with your new space, and want to thank you again for working with our ************* Manager, ***** to get your order back on track.
  
  As always, our team is available to assist you further if needed.
  
  Thanks, 
  ***********************
  Senior Director of Customer Service
  

  
  

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered my cabinets on May 27, 2023 and made to believe my cabinets would arrive within 7 to 9 weeks. It is August 7, 2023, it is now 10 weeks and my cabinets still show "in production". I feel that the company mislead me about 7 to 9 week delivery time frame and now it will be 12 or more weeks before delivery. I feel the company should offer a billing adjustment for mis-leading me on a delivery time frame. I would have gone with a different vendor if they would have set up realistic delivery expectations. If the company is unable to ship the cabinets soon, please offer a refund so I may order my cabinets from a different company; I have been living without a kitchen.

  

  Business response

  10/18/2023

  Hello, ******,

  We appreciate you taking the time to provide your honest feedback, and we're terribly sorry for any inconvenience this may have caused.

  Our Cabinets.com team aims to provide all of our customers with timely and transparent updates, and while we regret that there was a delay in delivering your order, we are happy to hear that you were able to work with our **************** team to help turn this experience around for you.

  We sincerely hope that you love your kitchen when it's all said and done, and our team is available to assist you with any additional needs.

  Customer response

  10/19/2023

   
  Better Business Bureau:
  

  I was contacted from cabinets.com and a resolution was provided. 

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

• Initial Complaint

  06/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Feb 21 and Feb 22, I placed orders through cabinets.com (c.com) for $14,682.99 and $1,063.69, respectively. The orders were placed for items that were selected working with a c.com designer for us to remodel our kitchen with these pre-built solid wood cabinets. 4/19 I was told by c.com's last mile delivery company I would receive my shipment that day. The delivery arrived and I received 5 total cabinets, out of an expected 20 cabinets and 36 accessory boxes. I emailed c.com to let them know and they responded that they would check with the agent about the missing boxes. 4/20, they respond again "the agent is still searching their warehouse for [my] order." 4/21 they email again indicating the shipping team confirmed they have my cabinets and they would reach out soon to schedule delivery. 4/24 they email again it will be soon. 4/25 they email again it will be soon. 4/26 the delivery is scheduled for 4/27. 4/27 they email again they "have a lot of cabinets on their dock for me" so are working to schedule my delivery. 4/28 additional boxes are received, 2 of which are for another c.com customer, and 2 of mine are missing. We start removing cabinets from our existing kitchen to install the new ones. After opening boxes, 20 of the items received are damaged, with 2 never received. I submitted claims for these items, including photos of the damage. Now our kitchen is half demolished with exposed jacketed electrical wiring, with our 1 and 5 year olds in our house.6/22 I received replacement items for the damaged parts. Some of these include full replacement cabinets, and some are spare parts for the previously received ones for me to construct the cabinets myself, even though we chose c.com to have fully assembled cabinets. Nearly every single new item received this week is damaged. This process has gone on long enough and I request a full refund of $15,786.68, all c.com products removed, and reimbursement of personal charges for us to protect exposed wiring.

  

  Business response

  08/22/2023

  Hello, ******,
  

  Were so sorry to hear about your recent experience. We strive to provide all of our customers with exceptional service and products, and we will always go above and beyond to make it right when an experience falls short of our expectations.

  While were saddened to hear about your experience, we were glad to hear that our **************** Manager, *****, was able to work with you to come to a satisfactory resolution. Our team remains committed to ensuring that our customers have the best possible experience with us, and we will use your feedback to continue to improve.

  We appreciate the opportunity to help and our team is available if you have any questions.

  Customer response

  08/22/2023

   
  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

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order # **********. I ordered a DWR3f Dishwasher panel in the color Midnight. The color that Cabinets.com sent was the wrong color. I requested that they cancel the order for the dishwasher panel because I would not receive the replacement shipment in time. They refused to issue me a refund. They suggested that I wait 3 weeks for the correct order or receive a 30% discount on the item and some paint to paint the incorrect one that was shipped.Order number #********** they sent replacements for the FP4848 Alabaster finished panel and FP9634.5 finished panel. The FP4848 ********* finished panel arrived with a hole in the box and the panel wood cracked and damaged. The FP9634.5 finished panel never arrived.I requested a refund for both finished panels. They refused. They offered a discount for the finished panel that damaged and for the one that never arrived. The other option was to wait another 3 weeks for them to send another replacement.Cabinets.com has a habit of sending new cabinets and products damaged from their warehouse. We pay for brand new products but they send it out damaged. They then hide behind their warranty which only gives two options either wait for a new shipment in 3 weeks or receive paint and a discount. I paid close to $10,000 for their products. They expect me to accept their cabinets with split wood, missing paint, uneven paint, cuts and holes in the wood . These are brand new cabinets but they are leaving their warehouse damaged. I did not pay $10k for new cabinets only to be shipped damaged goods. The replacements that they send are also being sent damaged from the warehouse. They prolong our project by continuing to send subpar products.I did not receive my DWR3f dishwasher panel and they are refusing to cancel and refund my order for it by citing their warranty policy. I didn't receive what I ordered so why are they offering to send me some paint to paint a new item the correct color. instead of refunding me.

  

  Business response

  06/19/2023

  Hi ******,

  Thank you for taking the time to share your experience with us, and were so sorry to hear about the recent issues with your order. We strive to provide every customer with an exceptional experience, and were sorry to hear that we missed the mark.
  We are glad to hear that you have been working with our Director of **************** to help turn this experience around - we are dedicated to resolving this issue for you.

  We have refunded the panels as requested, and are working to have the remaining replacement items completed and shipped as soon as possible. We appreciate your patience, and the opportunity to help.
  Our team remains committed to helping, and we look forward to completing your Cabinets.com order.

  Customer response

  06/19/2023

   
  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

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered kitchen cabinets. Many of the doors and drawers had manufacturing defects with the paint finish or ****** in the paint. We filed a claim and replacement doors and drawers were sent. The replacement doors and drawers all have defects with the seams being cracked open showing exposed wood. They are worse than the doors and drawers we are trying to replace. This issue has been dragging on for weeks and they still cannot get this right. This is not an issue with damage during shipping and is something that could have been identified prior to being shipped out. This is very frustrating. I have asked that they put their best employees on making the replacement doors and drawers to ensure our project get finished but each time the product comes back defective. All we want is a good quality product since we spend over 10k for this kitchen. We have not been able to enjoy our kitchen because of this issue.

  

  Business response

  05/22/2023

  ********************,

  We're so sorry to hear about your recent replacement order. We take a tremendous amount of pride in providing each of our customers with an exceptional Cabinets.com experience and product. While we were saddened to hear that we missed the **** with your recent order, we're happy to hear that you have been working closely with our Senior Director of ***************** ***** to help turn this experience around - your new set of replacements are expected to complete shortly and we'll continue to communicate once your order ships.  

  We remain committed to turning this experience around for you, and are thankful for the opportunity to help.

• Initial Complaint

  03/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed a very large order for kitchen and laundry room cabinets. They were delivered and 90% of the cabinets were badly damaged, missing paint, or all together missing cabinets from the order. **************** is unacceptable. They are not replacing the cabinets (they expect us to keep the door/drawer fronts that are not damaged and they are sending the replacement box cabinets and expect us to reassemble the cabinets. We purchased fully assembled cabinets. They should replace the entire cabinet or send someone to reassemble if they want to mix match the replacement with some salvageable door fronts. I'm worried the dye lots in the paint won't match. They also refuse to refund the extra shipping/storage fees when they arrived damaged and were not properly stored in a safe and climate controlled environment. Do not order from this company.

  

  Business response

  06/01/2023

  Hello ******,

  We're so sorry to hear about the recent issues with your order. We do see that you are currently working with our **************** team, and your replacements have already shipped. We will continue to work with you to turn this experience around, and our team remains committed to providing a satisfaction resolution to your concerns.

   

  Customer response

  06/05/2023

   
  Complaint: 19867248
  
  I am rejecting this response because:
  

  
  Complaint: 19867248
  
  I am rejecting this response because:

  
  The cabinets arrived severely damaged, missing paint and missing parts of the order. Vendor advised to dispose of damaged cabinets to make room for the replacement cabinet delivery. We've been waiting for the replacements for months. Emails and voicemails are unanswered. Vendor stated they will not produce any replacements until we remove the dispute we filed with our credit card company. Our credit card company advised us NOT to remove dispute. 
  
  Sincerely,
  
  *************************
  

  

  Business response

  08/15/2023

  Hello, ******,

  We apologize for the issues you experienced with your recent kitchen cabinet order. We appreciate your feedback, and we want to assure you that we take your concerns very seriously.
  After reviewing your case, we have accepted the chargeback of your order and will not ask for the items to be returned.

  While we will always work with our customers to provide replacements for any damaged or affected parts, our team remains committed to providing every customer with the best possible service and product. We will do everything we can to ensure your satisfaction with the resolution of this issue.

  Please don't hesitate to reach out to us if you have any further questions or concerns.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered custom cabinets in May 2022. Cabinets were delivered 7/11/2022. I reported incorrect cabinets with pics to *************************** on 7/19/2022. I was quoted a ***** day expedited order. As of 8/19, the new cabinets had not yet shipped. I was told on 8/19, they would ship on 8/21 and arrive about 8/24. As of today, after 3 email follow *** by me... I have no confirmation (in fact, I have no reply from them at all) that anything shipped. I have all my emails saved if needed for any proof. I expected better customer service, accuracy , and quality on my nearly $20000.00 order. Please help!

  

  Business response

  08/31/2022

  Hi ****,
  
  We are sorry to hear about your recent experience. While we are gutted to hear your Cabinets.com experience did not meet your expectations, we are grateful for the opportunity to help turn this around for you and are thrilled to hear that you are already working with our Director of ***************** ***********
  
  As a gesture of our commitment to making this right, we have processed a partial refund back to the payment method used at checkout - please allow 3-5 business days to reflect. Additionally, we are working with our production team to have your order completed and shipped out as quickly as possible (without substituting quality, for speed).
  
  We hope that we have addressed your concerns to your satisfaction, and we look forward to completing your Cabinets.com order.
  

  Customer response

  09/09/2022

   
  Complaint: 17907737
  
  I am rejecting this response because:
  I still dont have all the items from my original order.  I did get 3 items on Aug 29, and 2 of the 3 were unusable.  I sent pics to ***** and he promised to get more replacements manufactured.  He indicated they would be completed by the middle of this week.  I emailed him for an update yesterday, but have gotten no response.  I ordered these cabinets months ago.  I have been waiting since Mid July for the items that keep me from completing my kitchen.  There were other quality issues on products I did receive and those items have been promised (by *****) to be shipped with the other replacements.  I want to be sure this complaint isnt closed out as satisfied before I get all my products.  
  Sincerely,
  
  *****************

  

  Business response

  10/24/2022

  Hello ****,
  
  Thank you for giving our team the opportunity to help. We're so glad to hear that you were satisfied with your recent replacement order, and that you were able to move forward with your cabinet installation - we hope you love your new space.
  
  We are expecting your final replacement door to complete in production this week, and delivered to your doorstep by mid-next week. Once your order ships, a member of our **************** team will email you with your tracking information.
  

  We hope that we have addressed your concerns to your satisfaction, and we look forward to completing your Cabinets.com order.

  Our team remains available if you have any questions.

*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. ↩