ComplaintsforMasterBrand Cabinets

• Initial Complaint

  10/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Master brand has repeatedly shipped defective Thomasville noveau cabinets. More then three times my cabinets have come in completely destroyed and were already unforgivably late. They also forgot to include hardware for all cabinets. They have zero accountability and customer service. Their logistics providers have no sentiment of punctuality or communication and zero care for product. Master brand is inexcusably slow and are months behind on delivery. I am tired of excuses and the next step is litigation and compensation.

  Business response

  11/08/2022

  Business Response Dear BBB, Thank you for contacting us regarding Case #XXXXXXXX. We have reached out to the consumer directly via email to gather information so we can work towards a resolution. Please let us know if you have any questions. Kind Regards, Consumer Affairs MasterBrand Cabinets

• Initial Complaint

  10/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 9, 2022 we entered into a sales contract with Lowe's ******* in the amount of $22,832.71 Canadian to have 31 cabinets installed including all accessories, hardware fillers panels toekicks scribes moldings shelves and minor modifications and have our custom cabinets from master brand installed. After many delays and incompetencies from both the manufacturer master brand and delivery company we received our first delivery order of cabinets. The delivery truck had the boxes thrown about inside and it looked as if they hadn't been tied down and we're all thrown around. This was June 29 2022. When we went in to receive the items from that delivery we found several destroyed cabinets that were unable to be used. Also the delivery was short invoiced items. After much deliberation it was found that the delivery company had been calling the wrong phone number and nobody has tried to get a hold of anybody else and so our cabinet sat in the warehouse in ******** for about a month. On Saturday they interrupted our family day to re-count the items delivered. Subsequently we received the second order of some of the missing items and the remaining items. Most of the items when unpacked by our contractor during installation had scuffs, needed repair or had brakes in it. And to this day we are still missing a few items so we still have an incomplete kitchen. We are still missing some panels, scribes, kicks, and we never received any hardware and had to buy our own knobs and handles. we have been waiting for a couple of months for Lowe's to try and resolve this with master brand however they have not been accommodating any remedy. We've been very patient. We paid a lot of money for a custom kitchen, instead we got headaches, anxiety, additional lost funds and a sub par kitchen experience regarding the cabinets. Alot of what is installed shows damages & is incomplete. We will never have Our dream new kitchen. We have chips, scrapes, scuffs, breaks. Partial refund

  Business response

  11/01/2022

  Business Response Dear BBB, Thank you for contacting us regarding Case #XXXXXXXX. We will reach out to the consumer by end of week to work towards a resolution. Please let us know if you have any questions. Kind Regards, Consumer Affairs MasterBrand Cabinets

• Initial Complaint

  08/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought 6 pieces of Thomasville cabinets from The Home Depot, paid $7219.25, Thomasville supposed to provide life time warranty on their cabinets. The cabinets were delivered to my house in Jan 2022 in boxes. My contractor opened the boxes on Aug 5th, found 2 cabinets have major defects (not able to be installed at all) and several minor defective details on other 4 pieces. I contacted The Home Depot immediately, they admitted quality issue. The Home Depot contacted Thomasville, and Thomasville refused to provide replacement or repair. Thomasville sold defective cabinets and failed to provide warranty.

  Business response

  09/06/2022

  Business Response Dear BBB, Thank you for forwarding the complaint #XXXXXXXX. We take all matters regarding the satisfaction of our consumers very seriously and look forward to working with the consumer on resolution. I have reached out directly to the consumer to address and resolve their concerns. Best Regards, Consumer Affairs MasterBrand Cabinets

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought cabinets through masterbrand and have had multiple problems with getting my cabinets. They were late, when they finally got here they weren't even put together, and the shelves in the cabinets do not fit. They are either too wide or not wide enough. I have had lengthy multiple calls with their representatives. I was currently sent to the regional sales manager ******* *********** He told me that it's not their job to have the shelves fit. That i should have had my contractor who put in my cabinets to cut them down. That does not even make the smallest sense. The cabinets and their shelves should fit. Also, the peg holes to hold up the cabinets are not even deep enough so I am having to use a rubber mallet to carefully tap the peg in until it's flush. I have to turn the peg on it's side for any of the cabinets to sit flat. Also, one of the cabinets shelves barely hold on. if I put any weight on it it falls.

  Business response

  10/05/2022

  Business Response Dear BBB, Regarding Complaint ID#: XXXXXXXX ,Thank you for notifying us of the consumer's concerns. We take all matters regarding our consumers seriously. I have emailed the consumer directly to work with him towards resolution. Thank you again for the opportunity to provide resolution to the consumer. Sincerely, Consumer Affairs MasterBrand Cabinets, Inc. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) They have currently not made me whole yet. The response I got stated that their fix for my cabinets and/or my shelves not being correctly sized was for my shelf pins to be turned sideways. The cost of these shelves was not small and the shelves should be made true to size. Secondly, some of the shelves are too short and I still have not gotten a response. They're asking me to take measurements to give them. I am not a carpenter or general contractor so I am not confident in my measurements which is why I want to take them up on the original offer from one of their supervisors for them to send someone out to measure it correctly so my shelves fit correctly. Business Response Dear BBB, We are still in direct contact with the consumer and he has provide measurements. We are working with him directly to provide a solution to his shelving issue. Best Regards, Consumer Affairs MasterBrand Cabinets Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Have not heard back as of yet since our last communications and the end result being cabinet shelves that do not properly fit. I'm just surprised that they're ok with subpar built cabinets. Business Response Dear BBB, We have been researching the consumer's issues and I have reached out directly to him again to provide assistance with his shelving. We appreciate the opportunity to assist this consumer and resolve his issues. Best REgards MasterBrand Cabinets Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I haven't heard anything from Masterbrand in 2 weeks. I have sent multiple emails and I only just got a response. I understand if they're trying to figure things out, but the least they can do is respond to the email or update me so I don't think they've just forgotten about me. Now they're saying that they do need to change out the shelves... after telling me that the shelf pegs are fine to be turned on their side but now their chief engineer says that's not a good idea.

• Initial Complaint

  04/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am fighting against Home Depot and Thomasville Cabinetry for 12K in product. They keep giving me the run around with damaged products and it's been almost a year. Video description: ******************************************* I paid 12K for kitchen cabinets from Home Depot in May 2021. They were installed in October 2021. During installation, I noticed 90 areas of damage/manufacturing defects. The Thomasville rep told me I couldn't put granite on the cabinets because they would continue cracking and therefore should be replaced. Thomasville has sent about 5 shipments of new cabinets and they are all damaged! I have been living with a dysfunctional kitchen for 6 months and Home Depot does not communicate with me. Home Depot has cancelled my order but has not refunded my money. In making the attached video, I realize that a full refund will not cover all my additional expenses incurred. 1. Granite storage fee of $25 per week. So far it's been 6 additional months, so that's $600. It will likely be double that or more. A manager told me Home Depot would cover this expense. 2. Repair to hardwood floors/base of cabinetry. I have no idea how much this will cost. I was told the base of the cabinets would be the exact same layout as my previous kitchen. It is not. 3. Cabinet prices have gone up since I purchased the cabinets last May. Inflation is skyrocketing since last year: The annual inflation rate in the US likely accelerated to 8.4% in March of 2022. That represents even more money out of pocket due to Home Depot's failure to complete the job for which they were contracted. 4. I have been without a functioning kitchen for 6 months. I will likely be without a functioning kitchen for another few months. How will I be compensated for the stress this ordeal has caused me? I see 2 possible options here, either a full refund including all the additional expenses I will incur or Home Depot completing the project I paid for.

  Business response

  05/24/2022

  Business Response Dear BBB, Thank you for notifying us of the complaint filed by Ms. ****. We appreciate the chance to work with Ms. **** towards resolution. I have contacted Ms. **** and will work directly with her to provide a resolution to her situation. Sincerely, Consumer Affairs MasterBrand Cabinets, Inc.

• Initial Complaint

  03/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The kitchen in our home was remodeled by a well-established General Contractor **** *********** in 2017. This contractor purchased and installed cabinets from Wood Crafters of ****** The cabinets have proven to be defective in just a short period of time, as evidenced by the extraordinary amount of warping and peeling (which is detailed below and in the attached supporting documentation). The manufacturer of the cabinets- Woodcrafters of ***** has refused to honor their Limited Lifetime Warranty, and even after months of agreeing to their requests, has denied coverage. I will be engaging with all state and federal resources until this issue is resolved.

  Business response

  04/29/2022

  Business Response Dear BBB, Thank you for contacting Woodcrafters cabinetry regarding Case #XXXXXXXX. We take these matters very seriously. In reviewing this claim, the reason it was denied previously was because the receipt the consumer provided for this purchase did not list all the cabinetry being requested. In addition to that, the issues were also determined to be due to excessive moisture and normal wear and tear, which is not covered by our warranty. Please notify us if we can be of any further assistance in this matter. Sincerely, Consumer Affairs Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) After attempted resolution with the Manufacturer directly, their Parent Company, and BBB has failed, I will now escalate to the office of the CEO ***** ****** at **** ****** Even though I have supplied dozens of photos, measurements, and details to Woodcrafters, spanning many months, they refuse to honor their own posted "Limited Lifetime Warranty". They state moisture and normal wear and tear, but have turned down my offer to personally allow them to inspect the cabinets. However, don't just take my word for it. **** ******** reviews alone show nearly a 20% 1-Star review (348 out of 2104!), and nearly all reviews echo my comments- including low quality materials, warping, stripping, and delamination. Home ***** should not be carrying these cabinets, especially with the false advertising these shoddy manufacturers use as marketing. We will be filing a formal complaint with the Secretary of State and then will pursue legal action, if needed. We are out nearly $2000 in cabinets, that were installed just a few short years ago. We have complied with all requests, and have done our best to work towards an amicable resolution. We have copious receipts and would welcome a fair and honesty direct engagement and resolution.

• Initial Complaint

  01/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, We bought white shaker cabinets doors that have not at all held up. The paint is chipping and they are warping. This should have been covered under your warranty, but I was told it was extreme damage due to my use, which I disagree with. We have not done anything to the cabinets other than regular kitchen usage that would have caused this issue- and noticed this happening over the past couple years. I've extremely displeased with the product and your service. We contacted our sales rep prior to the end date of the warranty and barely anyone would get back to us and I'm told it's also passed the warranty period however I have documentation where I started the claim prior to the expiration of the warranty.

  Business response

  01/31/2022

  Business Response Dear BBB, Thank you for contacting us regarding the complaint filed by Ms. *******. We take all matters regarding the satisfaction of our consumers very seriously. I have attached the pictures that the consumer sent to us. The pictures were reviewed by our Quality, Sales and Consumer Affairs teams and all have agreed that the concerns are attributed to wear and tear and excessive moisture. The photographs also show the appearance of surface abrasions followed by the overexposure to moisture which is causing the finish to break down. Moisture can be from spills, cleaning methods, etc. Even if the warranty for her cabinetry was still valid the issues are not due to manufacturing defects therefore would not be covered under our warranty. We communicated our findings to the consumer on 12-7. We apologize for their frustrations however we are unable to provide any replacements at no charge. We recommend they contact a local dealer if they wish to purchase replacement parts. Best Regards Consumer Affairs MasterBrand Cabinets, Inc.

• Initial Complaint

  11/17/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered two cabinets on 9/13/21, paid in full 9/14/21. We are at week 9 with no ETA for delivery, no communication, nothing. They got their money, and I want my cabinets! I understand COVID has impacted the ability to fulfill orders, but if you are going to accept the order/payment, then you need to give information on when the order will be fulfilled. At this point, I am willing to drive to the plant to pick up the cabinets to prevent further delay in construction. ** ****** SUPPLY - ******** WEST **** ******* ROAD ********, OH XXXXX-XXXX XXX-XXX-XXXX Fax XXX-XXX-XXXX Order Date Order Number 09/13/2021 SXXXXXXXXX ORDER TO: ** ****** SUPPLY - ******** WEST **** ******* ROAD ********, OH XXXXX-XXXX Phone: XXX-XXX-XXXX SOLD TO: ****** ***** **** ***** DR *********** OH XXXXX SHIP TO: ****** ***** , Customer Number Customer Order Number Release Number Salesperson XXXXXX Writer Ship Via Terms Ship Date Freight Allowed COLLECT ON DELIVERY No &PRC.HEADER& Description Order Qty Ship Qty Credit Card Information Merchant ID# : Thank You Time/Date: 09:44am 09/14/2021 Card Number : XXXXXXXXXXXXXXXX Card Type: Visa Card Holder : ****** ***** Auth Code: XXXXXX Approved Amount : $822.89

  Business response

  12/14/2021

  Business Response Dear BBB, Thank you for the opportunity to respond to the complaint filed by Ms. *****. We take all matters regarding the satisfaction of our consumers seriously. We apologize for the continued frustration and delays they have experienced with their order. Please be assured, we are doing our best to deliver as soon as possible. Unfortunately, the estimated ship date can change as the order moves through our order system due to issues involving the supply chain, transportation delays and labor shortages. We ask that they continue to work with their dealer for continued updates on the order. We work directly with our dealers to provide the most up-to-date information we have available. We are also researching directly with the dealer and I will contact the consumer directly to provide further information. Sincerely, Consumer Affairs MasterBrand Cabinets, Inc.

• Initial Complaint

  10/14/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought this cabinetry & spent almost $40,000 on the Kitchen cabinets by Thomasville they had a lifetime warranty I contacted Thomasvile & was assured that they would replace the panels, however after being sent to several people the got back to me claiming this was normal were & tear. This is clearly a finish issue & I had a lifetime warranty which they are clearly not living up to. Home Depot also claimed they would replace the panels.

  Business response

  11/15/2021

  Business Response Dear BBB, Thank you for the opportunity to address Ms. ***********'s complaint regarding her Thomasville cabinetry purchased in 2007. After researching her situation and reviewing the photographs provided by the consumer we stand behind the findings of our Sales and Quality teams and agree that her issues are not caused by defects in materials or workmanship but are due to wear and tear of her cabinetry. The pictures show scratches and surface abrasions which are causing finish breakdown. As a goodwill gesture we will be sending her a touch up kit to use as needed; however, we are unable to provide replacements free of charge. If you wish to purchase replacement items, you can do so through an authorized Thomasville dealer in your area. Please let us know if we can be of further assistance. Regards, Consumer Affairs MasterBrand Cabinets, Inc.

*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. ↩