Complaints

• Initial Complaint

  01/21/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We ordered cabinets through Lily Ann and then we found ones we wanted elsewhere. We called the very next day after ordering and tried to cancel but the person we dealt with did not respond. They did not respond to text the next day either. On Monday I was able to get a hold of the general manager and they got it cancelled. There was no mention of any charges. A few hours later I received a call from their customer service saying they were charging me a freight fee since it had shipped out. I attached the email chain between ******. They still charged me a freight fee when the order could have been stopped had their employee answered or let another employee know we wanted to cancel since they claim he was out sick. I told them I was not accepting the charges and they still charged me anyway. I would like to resolve the issue by the amount being taken off the third party loan partner they go through.

  

  Business response

  01/22/2025

  We sincerely apologize for any inconvenience you’ve experienced throughout this process. We understand how frustrating this situation must be and appreciate the opportunity to provide clarity regarding your order and cancellation request.
  Your order was placed on January 8th, with a request to ship it as soon as possible. As part of our commitment to fulfilling customer needs promptly, the order was processed and shipped by the afternoon of January 9th. Unfortunately, our cancellation window is very narrow due to the speed at which we process and ship orders. This policy is outlined on our website and in the order confirmation you received.
  We’ve carefully reviewed all communications:
  On January 9th, we had text correspondence with your wife, during which additional photos of cabinet displays were requested. At no point during these communications was a cancellation mentioned.
  Shipment notifications were sent on January 9th and January 10th via email and text, and we even received a reply of "thank you" to the January 10th text. Again, no cancellation was mentioned.
  The first notification of a cancellation request was received on January 11th, which was two days after the order had shipped.
  When you spoke with our team on January 13th, we confirmed the order had shipped on January 9th. We also reached out to you with information about the return process and the freight fees associated with returning the shipment. These charges are determined by the third-party freight carrier and are not set by us.
  While we understand your concern regarding the charges, unfortunately, we are unable to waive fees that have already been incurred through the shipping process, as the cancellation request was received after the order left our facility.
  If you have further questions, please don’t hesitate to contact us directly.
  Thank you for your understanding, and we apologize again for any inconvenience caused.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I wanted to love Lily Ann Cabinets so badly. My ordering experience went great and customer service was so helpful during this time, but as soon as my cabinets were delivered, the problems began. I had ordered 2 gallons of paint and only received 3 quarts. As we put together our kitchen, made some customizations and attempted to use the color matched paint we quickly realize that it did not match at all. We had so much money invested in these cabinets and had no way to make customizations and have the color be cohesive. We even spent a full day and $200 at ******* ******** trying desperately to get the paint color matched using a cabinet door. This was unsuccessful. We realized (to our dismay) that we had to have all of the cabinets professionally repainted! This cost us over $6000. I truly do not understand why you sell matching paint if it does not match at all - this is so misleading. In retrospect if I had known I was going to have to repaint all of the cabinetry, I wouldve bought solid wood unfinished cabinets and had them painted in place. But now I am left with $20,000 worth of MDF cheap nonsense. I might as well have shopped at ****! I am requesting that $6,250 be returned to me to offset the cost of having to repaint these cabinets.

  

  Business response

  09/11/2024

  We greatly apologize for the inconvenience. A manager has reached out to the customer and rectified the issue. Please let us know if there is anything else we can assist with. Thanks!

  Customer response

  09/21/2024

   
  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

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been extremely dissatisfied with the customer service and overall experience working with Lily Ann Cabinets on my kitchen renovation that is still not completed because of their mistakes. First, it was that I was missing a whole upper cabinet and the 3 drawers for SB36, then I put the cabinets together and there was not clearance for the fridge and dishwasher to open, (not to mention I had to manipulate the cabinets to make them go together because they were poorly manufactured and had small dings that I looked past). I double checked the measurement we provided and they were correct so it was a mess up on their end. In order to make it work, I had to sacrifice the size of my sink (from a 36 in cabinet to a 30 in cabinet) which required me to purchase another cabinet. This completely changed the entire design of my kitchen; now the sink is no longer centered with the window - not a small design change at all and was extremely inconveniencing having to return and buy a new sink and get over the lack of symmetry in the design. They refunded half of the shipping (the customer service agent I chatted with did not even want to do that) and that is all, so I spent an additional $600 for the new smaller sink cabinet due to something they screwed up on. Then, the next package comes and is missing 1/2 drawers. Overall, their mistakes have delayed my project by months at this point waiting on stuff to ship and finding out that they screwed up again and having to wait even longer (due to shipping but also due to the fact that ****** and other employees take days to respond to me). They have done nothing to rectify the situation. I highly recommend finding another RTA company for your next project unless they somehow make this right, I will update if they do. I spent way too much $$ for this many mess ups, I expected more from a "reputable" company.

  

  Business response

  05/07/2024

  We apologize for the issues that you have experienced. We have sent out all the items you requested, both missing and damaged components. We have also processed a refund for the remainder of your shipping cost on your newest order. Please do advise if there is anything further that has not been taken care of yet. Again, we do apologize for the inconvenience. We do strive for excellent customer service to provide an above average customer experience. 

  Customer response

  05/07/2024

  
  Complaint: ********
  
  I appreciate your response, but I must express my deep dissatisfaction with the way my concerns have been handled thus far.

  Firstly, despite assurances from ****** that the missing components would be sent immediately, they have not yet arrived. This is completely unacceptable. I relied on those components to complete my project, and their absence has caused significant disruption and frustration.

  Secondly, the damaged items that were initially delivered have not been adequately addressed. Instead, I have been left to deal with them myself in order to complete the project in a timely manner. This lack of attention to detail and customer care is unacceptable.

  While the refund for the shipping cost on my newest order is a step in the right direction, it does not come close to compensating for the inconvenience and additional expenses I've incurred. Not only have I been forced to purchase an additional cabinet, but I've also wasted time and effort trying to resolve these issues. I expect better from your company. As a paying customer, I deserve to receive the products I've purchased in a timely manner and in the condition promised. The lack of accountability, follow-through, and disregard for damaged items is appalling.

  I demand immediate action to rectify this situation. I expect the missing components to be expedited for delivery without further delay. Furthermore, I request a more substantial form of compensation for the inconvenience and frustration caused that have resulted in a sub-par kitchen renovation. 

  I trust that you will take this matter seriously and prioritize its resolution. Anything less is simply unacceptable.

  I await your prompt response and a satisfactory resolution to this matter.

  Sincerely,

  ****** 

• Initial Complaint

  10/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  After a year of design, designer/employee turnover we went ahead and ordered out cabinets, Some were received damaged and with inconstant colors. When they deliver it is one person who is solely responsible for carrying in hundreds of pounds of cabinets when finished he dose his best to document what is missing and takes notes on damaged boxes. So far it has been almost 2 months and they have not fulfilled my paid in full order. They argue they made a mathematical error on their side even though the invoices reflect paid in full. I offered to say if it was as error on my behalf i would gladly correct it. they started hounding me demanding additional money and are now telling me they have no plans to complete my shipment even though i have paid receipts There customer service is quite lacking. and i was very patient and willing to work out a solution but enough is enough They have now caused me to cancel the installer that i had booked twice on their original time of when we would see the remaining pieces. These delays have now cost me additional time and expenses not to mention a very upset wife. I told them they could come pick their stuff back up and refund all my money, as i no longer want to work with such a shady business

  

  Business response

  10/24/2022

  Hello ****, 

  I apologize for the inconvenience. Unfortunately there was a clerical error made with your orders. Order ******* was requested to be canceled and refunded to your online account. We did this on Aug 11. On Aug 15 we were instructed you wanted to replace the same exact order as *******. When doing so we created *******-1 but did not deduct back the amount off your online account. Due to this unfortunately your orders have not been paid in full therefore we have not completed delivery of all the items. We have sent you several documentations showing where the error occurred, as well as an email from you saying you understand where the mistake was made yet we have not made any progress in collecting the balance due. We are more than willing to provide a refund upon pick up of the order(s) in full. Please let us know at your earliest convenience when a good day and time would be to make the pick up. Again, we apologize for the error and will proceed with your wishes to return and refund. 

  Thanks!

  Customer response

  10/24/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  We ordered the kitchen cabinets and your company is the one who decided to change the order, thus causing 2 items i needed to go out of stock, I ended up working with you team and had to settle for something that i did now want as i did not find it acceptable that you canceled the order than wanted more money to make up for a difference on what you ran out of and expected me to cover the difference for your 1st error.

  I have been in constant communication with both your inside sales and sales person on the issue and was trying to make right the errors you had made, but when told you will hold the remaining missing pieces which has been holding up the install and causing me to cancel with the installer twice for no fault of my own goes to show what kind of a company you are and you do not care about the customer and doing the right thing but instead use the leverage of other mistakes made by the company to make things worse for the customer.

  I have no faith left in your company as after seeing other reviews and complainants on this site that the only person that suffers is the customer

  The cabinets have been professionally assembled so will need to also recoup that cost along with the full refund of the cabinets.

  Please provide your expected amount of the refund and how it would be processed as i will not let them leave the property until so as i fear i would never see the full amount.

  Also the other order that has been paid in full that you never shipped also needs to be addressed
  

  Your company has cost me the one thing i will never get back or can put a price on and that is my Time and happiness of my family as now i have been waiting on cabinets for months
  

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

  

  Business response

  10/27/2022

  Hello, 

  We have been in contact with **** via phone for the past couple days. We are delivering the remaining items to the customer today. We hope that once you receive all the items you are willing to pay the balance due on the order. If there are any other questions or issues please let us know. 

  Thanks!

• Initial Complaint

  06/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order was delivered on June 3. A piece was missing which I noted to the delivery driver and he wrote it down. I also reported it online. On June 7 I received an email saying I would get a call on the first day of the next week to schedule delivery. No call ever came. I have proceeded to contact customer service several times since then and have received no response.

  

  Business response

  07/13/2022

  Hello, sorry for the inconvenience. Customer did report reaching out via email and text. We did respond promptly on the initial missing item report. Unfortunately we did not receive any other emails and texts. The missing piece was successfully delivered on June 21. The signed delivery receipt is attached. Please let us know if there is anything else that needs attention. 

  Thanks

  ***** 

*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. ↩