ComplaintsforThe RTA Store, Inc.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased ready to assemble kitchen cainets from The rta store. Cabinets were delivered and upon inspection it was discovered that plywood used to make panels was defective. Plies were separating, dovetailed edges of the plywood panels were falling apart. I contacted the merchant on July 5th to make a claim and submitted photos. At first they took the claim and said they will replace parts. Then nothing was happenning. I contacted them again and they said that the defects were not of structural integrity. I arged otherwise. How plywood that is not held togather not a structural issue? It was back and forth for another week. Finally, they said they will ship me the replacement parts. But again nothing still shipped. They are just a company that will try to avoid replacing defective products that they sell, contrary to their promices, give people run arounds and waisting people' time and resources.

  Business response

  07/25/2024

  We sincerely apologize for the inconvenience and frustration you've experienced with your recent purchase. Upon reviewing your claim and the correspondence with our team, our ***************** did initially work with you to determine a list of the parts being reported. We then reported this information to the warehouse for review, upon which several items were denied for replacement as they were not considered damaged nor defective. This is when our Claims team advised you that minor imperfections along the edges would not affect the structural integrity of the cabinets and would not be visible once the cabinet is assembled and installed. We like to provide this information as many customers prefer to proceed with their projects without waiting for replacement. However, if a customer is not satisfied with this resolution or if any items compromise the cabinet's integrity, are damaged/defective, we are always happy to provide replacements. To date, we have provided all of the replacements you requested at no charge. Replacements for this particular finish have a lead time of 7-10 business days (as opposed to the overall new purchase lead time of 4-6 weeks for the selected finish).These items shipped on 7/22 and are scheduled for delivery on 7/24 and 7/25. Your claims representative sent you the tracking information as soon as the items were shipped. If there is anything further we can assist you with, please do not hesitate to contact us directly at ************************************* We appreciate your business and are committed to ensuring your satisfaction.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased ready to assemble cabinets from the RTA store online on December 1st, 2023 for $4671.71. It has been nothing but a battle from this moment on. The cabinets shown online were a beautiful white and exactly what we wanted. We took delivery and were excited for instillation. Instructions that came with the cabinets were wrong and inaccurate and I was either missing, the wrong hardware or a mixture of both. I reached out about the hardware missing and was told I need to supply a photo of the missing item before they can do anything for me... Im not sure how to send a photo of a missing item. Back and forth on the phone lead to no resolution and I purchased the screws myself at HomeDepot. I finally got the cabinets installed and went to go put the shelves in... They would not fit in the middle position, the * Bracket that keeps the cabinets together as well as the middle door hinge prevented the shelf to fit. ...than began the weeks and dozens on dozens of phone calls, emails, and text messages, trying to explain my problem and how to fix it. *** got the run around for a good month, telling me to do this and that and ignoring the root problem at hand. This felt like a game, they were hoping I would just go away. They finally told me that they did not have a solution and it not possible to hang the shelves where they are suppose to be, I was told that I was the only one who ever complained and other people just put the shelves in another spot. We were told there was nothing they can do for us and they will not fix the problem for us. We got a ***** refund of $150 and some touch of paint. My cabinets are not unusable for my short wife who cannot reach the 2nd shelf and they look and work nothing like the advertised product. I was a victim of false advertising and was scammed into this purchase. I wish I could go back and prevent myself from buying these cabinets. We are very disappointed that no solution was offered for us and we were "SO*". Buyer beware.

  Business response

  01/26/2024

  We sincerely apologize for the challenges with your cabinetry. We do agree the schematic instructions in the boxes can be difficult to follow, which is why we have added additional resources on our website and provide a PDF copy with links via email to every customer to the video and PDF instructions. These instructions identify the hardware needed and where it is used to ensure proper placement. If extra hardware or replacement parts are needed, we can always send more out. Our team asked for the photos of the hardware from another box that included it to be sure the warehouse sent out the right screws so as not to further delay your project. 

  Regarding the issue with the shelf placement, we truly apologize for the frustration this caused. As we have not encountered this issue before, it did take some back and forth as the team worked to troubleshoot the issue with photos to show what you were seeing on site to the manufacturer. The cabinets have several areas for the adjustable shelves to be placed and unfortunately they were ultimately not able to be located directly where the steel clip hardware and the hinge were placed. 

  We have reopened this matter with our claims team and will be in touch with you directly Monday morning to work to come to a satisfactory resolution to this matter.

  Customer response

  01/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Thank you for restating the problem. Im still waiting for a solution and an answer to why the cabinets are advertised incorrectly. Since they were falsely advertised and/or defective, i want a solution. My wife cannot even reach the 2nd shelf and use the cabinets as they are intended. I guess Ill keep getting the run around, even on here. Amazing.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  02/03/2024

  We do apologize and are not trying to give you the "run around." Our claims team did promptly investigate your concern with the manufacturer. Ultimately it was determined the cabinetry is not defective - the (1) shelf on the 42" height wall cabinets is unable to placed in the (1) specific location due to interfering with the middle door hinge. Due to the length of the 42" height wall cabinet doors, they require 3 hinges to properly stabilize the door. We were under the impression that your claim had been resolved as you stated that you were trimming the depth of the shelf on site to fit behind the hinge. We also provided a touch up kit at no charge in case it was needed when trimming the 6 shelves, along with issuing a courtesy refund. While our policy is not to issue compensation when it comes to claims, we did want to try to come to a satisfactory resolution. Our claims team has reached out to directly via email to see if there's anything further we can assist you with. 

  
  

  Customer response

  02/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  I have attached the continuing emails below. My problem has not been resolved, just a continuation of the run around.

   

  I am not able to fix the cabinets myself, as your team said, there is no way to fix this problem. You guys are the experts in this matter, if you're not able to solve it, I do not feel comfortable trying my hand and possibly making the cabinets even more unusable than they are.
  
  Last I was told I was the only person to ever complain about it, sounds to me this was a known issue. 
  
  As you stated "While there is no defect or damage to the cabinets and they can be used without modification, we do understand your preference to have the 1 shelf located in the middle of the cabinet." How do you say there is no defect? There clearly is, you guys even sent me touch up paint to try and remedy the defect and damage myself?. Why would I need touch up paint for something that has no defect or damage? 
  
  I would love to come to a satisfactory resolution on this issue other than being told there is nothing you or the manufacturer can do for me. Your company assembles these cabinets routinely, how was this defect not found, (or if it was why was it not fixed) and how are there images and advertisements of these cabinets built and operating in this manner? ...even the paper in the box shows it this way. How is this not false advertising or a defect?
  
  I'm truly confused, baffled and tired of the run around, this has cost me a lot of time, effort, and personal purchases, trying to fix your company's mistake.
  
  A $150 return is a slap in the face, not even sure how you came to that number. My wife cannot even reach the middle shelf in the cabinet and they look awful being uneven. We are not getting the use as promised to us when we purchased these cabinets. 
  
  Since you cannot come up with a solution to fix the defective and falsely advertised cabinets. I would like a full refund for the wall cabinets that are affected. 1- 9x42, 1 - 18x42, 2 - 12x42, 1 -  30x42 wall cabinets.
  
  I was told "We are 100% on your side..."
  I'm looking forward to coming to a satisfactory resolution.
  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased cabinets through our designer on 12/11/2023. We ordered the Aspen White Shaker cabinet. The cabinets we received did not match the specs listed on The RTA Stores website (drawer boxes not 1/2 plywood). They are by a brand named Forevermark, which is available through other retailers for more than 40% less than we paid. Also, Forevermark does not make cabinets with 1/2 plywood drawer boxes. When we called RTA to ask to return the cabinets, they said they are a cabinet reseller and only offered to replace any damaged cabinets (which most are, in addition to being assembled poorly). The issue with this is that the cabinets I ordered and paid for are not the cabinets I received. The quality is less than advertised.This is a clear bait and switch and their response is unacceptable.

  Business response

  01/26/2024

  We truly apologize for the issues you are experiencing with the order. We do not have a cabinetry purchase associated with the name or email attached to this complaint, though I believe our team has spoken with you previously in regards to an order placed by your contractor.  As the cabinetry purchased was pre-assembled and built to order, unfortunately it is not eligible for return.
  
  Regarding the spec of the drawer box, we did confirm with the manufacturer they are 3/8" thick drawer box bottom panels and are working to update the information on our website to reflect this. We truly apologize for this discrepancy. As stated on our website, cabinet specs are subject to change without notice. Our Aspen White cabinets have been independently tested and meet or surpass standards set by the ************************************* (ANSI). Our cabinets comply with ANSI/KCMA A161.1 standard for kitchen cabinets. Testing for these durability standards includes a battery of tests that simulate years of use, including structural, drawer, door operation, and finish tests. Specific to the drawers, these standards include both a drop and weight test.
  
  Drop Test - A three-pound steel ball is dropped from six inches above the surface to see if shelves, bottoms, and drawer bottoms can withstand the weight of cans and other objects being dropped on them. After the test, the drawer must not have any visible signs of joint failures or separation and must function normally.
  
  Weight Test - Drawers are loaded at 15 pounds per square foot and operated through ****** cycles to test their ability to operate with loading during normal use. The drawers must then continue to function without any malfunctions in the operating system or drawer assembly, and drawer bottoms must not be deflected to obstruct drawer operation.
  
  As mentioned no defects or failures were observed with the drawers under this testing. The cabinetry is composed of quality material that will stand the test of time.
  
  I do see you've also mentioned there was damage to the cabinetry and we're more than happy to work with your contractor to provide replacements for any items needed. Our claims team has reached out to your contractor several times and will do so again today, but we have not received the information regarding the damage to the order. In order to assist further, we do need the photos and a list of the damaged items so that we can work to find a satisfactory resolution.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased assembled kitchen cabinets that I installed from RTA in November of 2019, they were delivered in December or January of 2020. I noticed about 1 year in that the paint on the edge of the drawer faces was bubbling. At first, I thought it was a fluke, but then when all of them started doing it, and the cabinets started cracking where they were glued together, I knew something was wrong. I looked online and they have a 5 year warranty. I finally contacted The RTA store in the fall of 2023 because most of the cabinet faces and doors were doing the same thing by then. I live in a dry, mild climate and was accused by RTA of damaging my cabinets with water and that's why they are bubbling and cracking at the seam where they are glued together. There has been zero water damage to these cabinets and I use a damp cloth to clean them. Nothing else in my kitchen has "water damage" and these cabinets are just plain faulty. Today I found out that my claim was denied due to the amount of time that passed since the delivery. It wasn't even a year when I first started noticing the damage and it hasn't been three years as of today. I was told today that the limited warranty they list on their website is only available if you purchase it! It says nothing of the sort when you click on warranty, it's described below this paragraph. They do offer a protection plan, which I was not offered when I bought the cabinets and lo and behold, they mention paint bubbling, paint lifting and paint cracking as being something you can pay extra for them to fix. 1-3 year old cabinets in ******************* where it's dry, not humid and there is no extreme weather should not peel, lift or crack within months or even years of purchasing them.All I asked for was to have the doors and drawer fronts replaced for the damaged cabinets. It is not an easy thing for me to take on but I was willing to do it to have a non-damaged kitchen cabinet. They refused to replace anything and at first try, told me I would have to pay full price. Then they came back with a 50% discount. I paid for these cabinets and expect them to hold up to normal kitchen conditions and should not be expected to pay for them, again, 3 years after the original purchase.I believe this store prays on low income or moderate income people who can not afford to pay a contractor or "real" cabinet store for cabinets. They deliberately sell faulty, cheap, damaged items to people that have no other choice. I have never heard of kitchen cabinets doing what mine are after 3 years of use and careful care. All I want is the faces and doors to be replaced and they won't help. Please help, this isn't right."20 ************ Warranty Information The RTA Store will replace or repair kitchen cabinets that have been subject to defects in materials and workmanship from the date of purchase for a period of 20 years. Warranty is limited to the original purchaser, for residential applications only. This warranty is expressly limited to repair or replacement of the defective part at the discretion of The RTA Store, and does not include labor for removal or replacement. This warranty does not extend to defects caused by improper handling, storage, installation, assembly or disassembly, intentional damage, product modifications, exposure to the elements including humidity which *** result in warping or splitting, accidental misuse, abuse or negligence. Natural ***** *** vary in texture, color and wood grain, and exhibit subtle changes as they age. For example, wood joints *** eventually have visible cracking around the joint area and cabinet colors *** darken or lighten over time. Sunlight, smoke, moisture, household cleaners and other environmental conditions *** cause materials to vary from their original color and/or to warp, split or crack. These variations are considered to be the nature of the material in relation to their environmental exposure and are not covered under this warranty.Please note that cabinet styles and finishes can get discontinued by the manufacturer which is beyond the control of The RTA Store. If the cabinets you purchased are no longer available or discontinued by the manufacturer, or if we no longer sell that particular finish/manufacturer any longer, we will do everything we can, however, we *** not be able to get parts or replacements. If we no longer sell that manufacturer but are still able to obtain parts, you would only be charged the cost of the parts plus shipping. If we`re no longer able to get parts from the manufacturer but are able to locate the parts needed through another source, you would only be charged the cost of the parts plus shipping.The RTA Store reserves the right to determine the most cost effective and efficient method to correct defective merchandise that does not involve total replacement. Example: replace a door - not the entire cabinet. The RTA Store and its manufacturer`s determine what is "defective" - not the customer. Pictures will be required in order to receive replacement parts.Climate Considerations Dry wood undergoes small changes in dimension with normal changes in relative humidity. More humid air will cause slight swelling and drier air will cause slight shrinkage. If you install our product in an extremely humid area or in a building without air-conditioning you can expect the cabinet components to change dimensionally. This change is usually more in width than height. The cabinets are designed to accommodate some of this dimensional change and most cabinets feature hinges with significant adjustability. Please note that if you leave your cabinets in direct sunlight that overtime the color can fade, this is not a manufactures defect and thus would not be covered under our warranty.Warped Doors There are three reasons why cabinet doors *** warp or appear warped.Doors *** warp a small amount soon after installation because cabinets are taken from a controlled factory environment and placed in a different environment. Warped doors will generally straighten out after a new home goes through a complete heating and cooling season. The manufacturer requires that doors go through a complete heating and cooling season before replacements are considered. NOTE: A hinge adjustment will improve the fit of the door as the cabinet progresses through a heating and cooling season.Improperly installed cabinets can cause doors to appear warped. The manufacturer requires that doors be tested for warp before replacements are considered. See step four.Improperly adjusted hinges can cause doors to appear warped. A hinge adjustment will improve the fit of the door. The manufacturer requires the doors be tested for warp before replacements are considered. See step four.The best time to test a door is after a complete heating and cooling season. To test a door, lay the door on a flat surface and measure, to the nearest sixteenth of an inch, the gap between the surface and the door.Door Height Warped is indicated when:12" or less - gap is greater than 1/16"13" to 24" - gap is greater than 1/8"25" to 41" - gap is greater than ****************** Characteristics Graining differences, as well as normal color change can be expected. Different wood species in all finishes exhibit color change when exposed to different types of light. Plywood, veneer, and MDF panels and accessories will stain differently than hardwoods and will vary in color, graining, sheen and tone depths. All wood species will exhibit other characteristics, including: knots, pinholes, sap runs and darkening with age. Here are the characteristics specific to individual wood species and finishes:Maple Maple is a close-grained hardwood that is predominately white to creamy white in color, with occasional reddish brown tones. Maple typically features uniform graining as compared to other wood species. Characteristic markings *** include fine brown lines, wavy or curly graining, bird`s eye dots and mineral streaks. The natural characteristics described below are normal and should not be considered defects:Creamy white to light blonde tones to dark reddish brown tones Mineral streaks that are a natural characteristic and will appear darker with stain Wavy, **********`s-eye or **** graining as well as worm tracking across the grain that will darken when stained Variations within a single door or among adjacent cabinets in a lighter stain can be expected to yellow over time Straight Grain Oak Its elegant, straight grained appearance sets it apart from the more common "cathedral grain" properties of plain sawn red oak. With inherent enhanced stability, straight grain red oak is a more desirable, higher value alternative to plain sawn for any red oak application. Contrary to plain sawn oak, straight grain oak is cut for figure. Straight grain oak still shows patterns of all cuts of oak such as plain, quarter and rift sawn, especially in moldings and component pieces. The natural characteristics described below are normal and should not be considered defects:Oak colors range from light tans to deep reddish browns Streaks of yellow or black mineral deposits Rays, checks and flecks are non-uniform and become visible.Noticeable differences in color between open and close-grained areas Variations within a single door and among adjacent cabinets Cherry Cherry is characterized by its red undertones, but *** vary in color from white to a deep, *******************. A close-grained wood with fairly uniform texture, ********************* reveals pin knots and curly graining. All types of wood will mature with time, and it is especially true for *********************, of which the finish will slowly mature or mellow to a rich, darker tone. Those who choose this highly sought-after quality in cherry cabinetry should expect to witness this evolution. The natural characteristics described below are normal and should not be considered defects:Small sap pockets, pin knots and streaks Color ranges from pale yellow sapwood to deep reddish brown heartwood, with occasional shades of white, green, pink or even grey Staining reveals subtle variations and colors that typically darken over time Variations within a single door and among adjacent cabinets Birch Birch is a medium-density hardwood with a distinct, moderate grain pattern that ranges from straight to curly or wavy. The predominant sapwood color is white to creamy yellow, while the heartwood varies in color from medium or dark brown to reddish brown. The natural characteristics described below are normal and should not be considered defects:Creamy yellow to reddish brown tones Mineral streaks that are a natural characteristic and will appear darker with stain Wavy, **********`s eye or **** graining resulting in color variation within the same door Painted Finishes ****************** offer a classic look for your cabinetry. Paint will develop hairline cracks in the finish, most notable around the joints - especially miter joints. This is a result of natural expansion and contraction of the wood. With that, MDF center panels are commonly used with painted door styles to help with the stability of the door. Painted doors require more maintenance for chips, marks, residue from normal kitchen use, and hand/finger prints. Paint *** have a slight difference in tones between doors, drawer fronts, face frames and moldings.Glazed Finishes Glazing is most apparent in contours where "hang-up" would occur (areas where the Glaze `gathers` and is more visible). ***** adds depth, dimension and an understated sheen. Glazing results in each piece being unique and individualized. When choosing glazing please understand that each cabinetry component will have a finish appearance that is slightly different from the next. Glazing over lighter stains will result in more noticeable variation than over darker base stain colors. Painted doors that are glazed also commonly use dimensionally stable MDF in lieu of solid wood for center panels to add stability against seasonal thermal dimensional changes. Glazing marks *** appear outside of the general `hang up` area. Additional maintenance *** be required for painted doors against chips, marks, hand/finger prints, and residue from normal kitchen use."

  Customer response

  01/13/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  11/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They have a price match guarantee and then will beat the price by 5%. When all info was provided they said they would not price match as it would cost them to much and will not honor said "guarantee". I have email documentation showing them denying to honor their "guarantee". Quoted price from the rta store: ******* (including shipping)Quoted price for cabinetra: ******* (including shipping)

  Business response

  11/29/2023

  We apologize for any difficulty with our price matching process. Occasionally we are not able to match and beat prices if the competitor is not reputable or the product is not the same; however we were able to verify in this situation that the price match request was legitimate. I was able to locate your order in our system that was placed pending your approval and payment. We were able to match and beat the competitor's price by 5% bringing your total to $3,906.86. We are also reviewing this process with our team to ensure the best customer service experience. We are happy to assist you directly if you have any further questions or concerns, feel free to contact us at ************************************************ We hope to earn your business! 

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order #*******. I am not happy at all! The drawer faces fell off the first time they were opened requiring EXTRA time and COST for repair, no instructions were provided to assemble and install the accessory drawers for the tall cupboard. I ordered 2 drawers for the tall cabinet and have realized you can only put the drawers in certain places and they have to have a shelf underneath them. Complete waste of money! The cost of these cabinets should be reflected in the quality. The large cabinet is cracked in 2 seams just by moving it into place; drawers base cabinet has fallen apart. I could have bought in stock cabinets at ********** for 1/3 the price and gotten better quality. I contacted them regarding this. They then sent instructions to install the roll out drawers; why this was not included in the drawers I have no idea, but TERRIBLE customer service.They admitted the cabinets ship with small screws on the drawer fronts and will come apart easily. POOR QUALITY for the cost. They tried to blame the freight company for the damages, but the cabinets looked fine when they were delivered. These things all happened during/after installing because of the poor quality of their product. They responded they would replace them, but they are already installed so I told them I didn't want a replacement nor to reinstall everything again, but instead they could offer a refund. Then they ghosted me and would no longer respond to my emails. It's been over a week since I last heard from them and I have responded twice in that time asking for an update. They don't allow anyone to post a review on their website (or it is difficult to find that option) as all reviews are 5 stars although others have complained through BBB.A refund of the 2 cabinets would be acceptable since I have crappy quality cabinets in my office that required extra time and money to install because of the shoddy quality that they even admitted to by not using long enough screws and quality support.

  Business response

  11/09/2023

  We truly apologize for your dissatisfaction and would like to assist with resolving the issues at hand. Our claims team has been attempting to reach you via email several times and has not heard back from you. We have emailed you on 10/25, 11/8, 11/9 without a response. If you're not seeing our emails in your inbox, please double check your spam folder. Our claims manager will also be attempting to reach you via the phone number on file.
  
  We do want to address the concerns you raised in your complaint: The drawer fronts utilize small screws to attach to the drawer box front panels so as not to ****** through the center panel of the drawer front. They are also pin nailed in place. They do not typically fall off easily, but we do recommend adding a **** or drawer pull which is attached by drilling through the drawer front and the drawer box front panel to form a secure attachment of the pieces, as pulling the drawer open at the sides can widen the ***** holes over time and cause the drawer fronts to be loose or fall off. The reason drawer fronts are not glued onto the drawer box is to be able to easily swap parts in the event of accidental damage later on. We certainly would have provided replacement drawer fronts at no charge if there was any damage to them or a touch up kit if it was preferred, though to date we have not received any images of any damage to your cabinetry. Our policies do state we must be notified of any issues prior to modification on site and with supporting images. Though we have not received this information, we are certainly still willing to work with you to come to a satisfactory resolution as customer service is our number one priority.
  
  Regarding the roll out trays for the pantry cabinet, the instructions are provided on our website and a link to all instructions is sent via email as well. We send the link to supplement the instructions that come in the boxes. We know those sheets can sometimes be missing, lost on the jobsite, or are not as helpful as they could be. We want to ensure you always have the instructions handy in your email and we have some videos and references available beyond what comes in the boxes. The roll out trays can replace the shelves if you would like and do not need a shelf or any support underneath them. Alternatively you can still use as many of the shelves as you would like in addition to the roll out trays. The roll out trays can be placed anywhere inside of the cabinet that you would like. 

  Please feel free to contact us directly so we can better assist you. We truly appreciate your business and want to ensure you're happy with your purchase. 

  Customer response

  11/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  There were ZERO instructions in the drawers and they can ONLY be placed where there are holes drilled into the back of the cupboard in order to insert the track holder. So you are wrong on both accounts.

  When the drawers (2 of them) were opened for the first time, they front came completely off and the holes or the screws were stripped and would not reattach. I have to go buy new screws that were longer, clamps to hold it on in place so they could be screwed back in and glue and dowels to ensure they would not come off. You can imagine the time and expense for this to take place. I did install ***** as well, but I couldn't have installed them until I fixed the drawer fronts to begin with. POOR QUALITY.

  I emailed pictures today. And there is no email in my junk mail or regular mail from you. How is it I can receive all other email except for this one that you supposedly sent, but I never got? Sounds a little suspicious to me and after reading other reviews on the BBB site, I'm not the first person to have issues, nor the second. This is obviously an ongoing problem that you neglect to allow to surface on your website in customer reviews. False advertising? 

  I believe we came to a resolution via email of a $150 refund (although that is not even close to what this whole ordeal has cost me) and a 5 year warranty, not that I would ever purchase anything from you again. When I see the refund in my mailbox, then I will allow this to be resolved, but not until then and not until I hear back via here or email as to when the check will arrive. 

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  11/29/2023

  Hi ********, 
  
  Please see the attached screenshot showing the attempts our claims team made to reach out to you for resolution. We blurred the emails for privacy, but can assure you we did respond to your email and followed up with you. I am not sure why we're not seeing them on your end. 

  The roll out trays can be placed anywhere in the cabinet, if you'd prefer to use them in a location without the predrilled holes in the back panel, those can quickly be drilled on site to receive the rear support bracket. The instructions for installing roll out trays are both emailed to each customer and available on our website. 
  
  We would have been happy to provide any replacement parts needed at no charge under our normal claims procedure. However we have issued the agreed upon refund back to your original method of payment, along with the additional of the 5 Year Protection Plan, which will provide replacements at no charge for covered incidents as outlined here (************************************************************************). 

  Again we truly apologize for the issues and hope you enjoy your cabinetry. 

  Customer response

  11/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I did not agree with the resolution although I had no choice but to accept it as they were not willing to do anything else. 

  I want the ability to review them on their website so nobody else gets caught in this mess. Right now all they have is 5 star rating which have obviously been hand picked considering the other complaints on the BBB website. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Believe the RTA store is engaging in deceptive bussines practices of offering new products for sale however the product delivered to the purchaser is not in like new condition. The RTA Store was promptly, with in 5 bussines days, made aware of the defective products. Over 58 days later, 39 emails, numerous phone calls, the RTA store was still unable to deliver products as described on their website. Due to the RTA stores inability to provide paid for goods as described it caused personal loss and delays for me while waiting on them to correct their issues. The RTA Store was given more then resonable notice and time to correct the deficiencies but ultimately could not. I have requested a refund for the items the RTA store has failed to deliver however the RTA store has yet to refund me.

  Business response

  10/05/2023

  We truly apologize for the damage to your cabinets. We shipped out the order in new and intact condition and unfortunately somewhere along the way from our warehouse in ********** to your location in *********, the independent third party carrier damaged the freight. We never want any damage to occur, but realize this is a risk when shipping any goods, which is why we have a fully staffed claims team ready to assist and step in when an issue arises. When we received your claim on August 18th our claim specialist promptly reached out to you to address your concerns. She received the list of replacements needed along with the photos to support the claim from you on August 31st, which is when we submitted the free replacement order with the warehouse. 

  The replacements were split into two shipments - with the WP1884-AW-(2) Face Frames & (2) BM4-1/2-AW shipped on September 5th (received September 8th), while the larger portion of replacements did need to ship freight and were sent out on September 14th (received September 21st). 

  We were never informed of an issue with the replacement pantry cabinet face frames that were received on September 8th. Had we been notified of this, we would have included replacement  frames on the freight shipment of replacements that shipped September 14th. The replacement for the lazy ***** frame is not damaged nor defective. This is the hairline joint where one piece of wood meets perpendicular to the other to form the frame. This is not a crack in the wood and does not pose any structural issue. This is a normal occurrence in all wood products and is typically more visible on a painted finish than it would be with a stain. This would not warrant replacement and is not damaged nor defective.

  At this time the replacements have been received, and the cabinets assembled and installed. We have gone above and beyond our stated policies regarding claims in attempts to resolve the issues in a manner that is satisfactory for both parties, as we truly want our customers to be satisfied with their purchase. We apologize we are unable to meet the amount requested for compensation; though we feel we have made a generous offer as a courtesy due to the inconvenience experienced.

  Customer response

  10/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The narrative the RTA store is portraying in their response is only partially true. The dates are not correct nor is their position they were not notified. I complied with all quality checks as outlined on thier own website in regards to recieving shipments. Upon arrival the Face frames looked ok. The problems arose later on during assembly. It was noted the replacment face frames were not manufactured correctly. I challenge the RTA store to provide evidence quality checking face frames and replacment parts for properly cut rabbits is clearly posted and communicated to their customers. I will await for the RTA store to prove their claims as they have stated. I followed all requirments for obtaining replacement parts as outlined by the bussines themselves.  The glaring fact is after 2 months the RTA store could not provide the products they have for sale in condition as advertised. I have requested a full refund for all cabinets that had damage however the RTA store will not provide a FULL refund. The RTA Store has also said "oh you can put touch up paint on it" I challenge the RTA store to provide evidence that these cabinets are being sold in a scratch and dent fashion vs new and part of the claims process is checking for properly cut rabbits/joints in replacmemt parts. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  10/12/2023

  As we have expressed directly to the customer, we truly apologize for the issues experienced on his order. We have completely accepted responsibility for the situation and understand we hired the independent carriers that caused the damage. Therefore we accepted the responsibility of that by providing the necessary replacements at no charge per our claims policies. On top of that, we have further accepted responsibility going above and beyond those policies where we were able to, to meet the customer's requests. We have issued courtesy refunds, covered overnight shipping charges to meet the customer's timeline with his installer, and our management team has personally worked diligently to correct the issues. We are truly sorry if the customer does not feel this is adequate. At this time all issues have been resolved and we do hope, with some time, you'll enjoy your new kitchen and see how great the cabinetry truly is.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Indicated I needed the product prior to 9/6/2023. It shipped in plenty of time from there warehouse, but R and L carriers scheduled the delivery for 8/31/2023. The product never showed and R and L said the product wasnt in the terminal even though a delivery date had been set. They never called to cancel the delivery nor let me know the status of my product. I called RTA on 9/1/2023 in the am, informed them of the issue, let them know just how imperative it was I had the product prior to 9/6/2023 and they seemed disinterested in helping and put it all on R and L. I had to purchase the cabinets elsewhere to meet my builders deadline. Now RTA wants to charge a restocking fee AND make me pay for the shipping when the shipper didnt even know where my product was on the morning of 9/1/2023, yet they had scheduled a delivery with me on 8/31/2023 ???. I filed a dispute with my cc company but RTA is still wanting to charge a restocking fee STILL and shipping?? I am being penalized for the lack of attention to my issue when I let them know.

  Business response

  09/12/2023

  We truly apologize for your frustration with this situation. Unfortunately we were not informed of the necessary delivery date ahead of time and were only instructed to delay the shipment and not to ship prior to 8/25 per the comments entered on the order at the time of purchase. We were happy to accommodate this request. We booked the shipment on 8/25, and it was picked up the following business day by the carrier on 8/28. Had our team been aware of the necessary delivery time frame for your installer, we would have worked accordingly to ensure the shipment had enough time to travel from Georgia to ****, check into the destination terminal, and set up an appointment for delivery, while factoring in the federal holiday closure. Unfortunately we are not able to guarantee any delivery dates as our shipping is through national 3rd party carriers and a number of factors can affect the delivery timeframe, so its hard to promise delivery on a specific date, though we try our best to fulfill requests when we are aware of them in advance.
  We truly apologize for the inconvenience of the missed appointment with R&**********; however, at no point was the freight missing. Once we were contacted on 9/1 and informed of the delivery date required by your installer, our shipping department worked swiftly with our warehouse and freight team to coordinate delivery of the shipment and setting a new appointment. This was difficult as this involved the Labor Day holiday and carriers were not operating on that day. we understand a missed appointment can be very frustrating and we apologize for the lack of communication on R&*********'s behalf; however, we shipped and fulfilled your order as initially requested and worked to arrange for a delivery appointment on 9/8 along with partial compensation for the inconvenience, as was requested, which was then turned down. As you are now opting not to accept the delivery, a refusal of the product will unfortunately result in return shipping fees as well as a restocking fee as stated in the return policies on our website.  

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Damaged and used cabinets, non matching cabinets and the wrong color doors were sent to me. Because I opened the box they will not return them the in opened boxes require a 25% restocking fee. None of these issues were of my doing. How was I to know they were broken and missing parts without opening them. I am trying to cancel the remainder of order that has not been shipped. They want to charge a 25% restocking fee on that also. customer service and management are not not willing to work with me. They keep talking in circles and treating me terrible. I spent over $4,100.00 and about $2,000.00 are damaged pan/or missing parts. Please help!

  Business response

  07/31/2023

  We apologize for the dissatisfaction with the cabinetry. Upon reviewing the customers orders with us, three different white finishes were purchased. This is the reason why the cabinetry does not match each other nor do they have the same specifications and hardware. All finishes have their specs and assembly method detailed on the shopping page for each collection.
  
  The first order placed with us was for *********************** and Frosted White Shaker. The second order was for ********************************* and ********* White ************* As these orders were placed directly through our website by the customer and a designer was not used, we had no way of knowing the items purchased were not the items the customer intended to buy. This was not ********************** error. We are happy to help facilitate a return on any unopened cabinetry due to the mistake, however, items that have already been opened and assembled cannot be returned as they are no longer able to be restocked. We do not accept open box or assembled returns as stated in our return policy as we do not resell any used or damaged cabinets.
  
  We cannot cancel the portion of the order that has not shipped as the customer opened a dispute on that transaction as they did not recognize the charge. Though she agreed to close the dispute as it was an accident, we have not received confirmation it was closed. As such, we do not have payment on the order while the dispute is investigated.  If sided in the customers favor, any refund would come directly from AmazonPay and the credit card company. 
  We advised the customer that we can certainly assist with replacement parts at no charge for the damaged face frame and missing hardware that was reported to our team, though the customer has declined these replacements and would prefer to set up a return. We are awaiting further information from the customer in order to be able to proceed.
  

  Customer response

  07/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  The two broken cabinets that one had been previously assembled were ordered as quantity of two so they should have been the exact same cabinet and assembled the exact same way they had the same front panel but the brackets and the colors of the interior panels were different. They were both scratched and/or damaged. They say they cannot return them because I opened the box. How was I to know there was an issue without opening the box. The two side panels ordered were ordered as ********* White Shaker 36" Wall Decorative Panel, I received dove colored. As far as the items not shipped, I requested to cancel that order, they said they would charge me a 25% restocking fee even though it has not left the warehouse. I dont understand how I can be charged a 25% restocking fee when they have not left the warehouse.

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  08/01/2023

  We are happy to provide replacements for the parts needed as previously advised. These would be sent out at no charge through our claim policy. In order to provide the replacements, we do ask for photos of the damaged or defective parts to submit the claim with the warehouse. Our claims team did request photos of the difference in the interior of the cabinets last week and has yet to receive the images in order to properly review the concern. We have not received any other reports of this issue from other cabinets in the same production batch. 
  
  As explained via email, the decorative end panel received is correct. The manufacturer's name for the ********* White finish is Dove White Shaker. We do advise this in the tracking email to avoid any confusion. The two letter finish code on the box matches the finish code in the sku, which represents that name (DWS).
  
  A 25% restocking fee would not apply to the remainder of the second order that has not been fulfilled. Sometimes depending on the stage in which the order is stopped in the fulfillment process a restocking fee can apply if the order has already been packaged for shipment. In this case, it was held pending the confirmed cancellation of the chargeback and there are no fees to cancel this portion of the order.

  If the customer can please respond to the emails with our claims team, we will be able to move forward with reviewing her concerns. We stand behind our product and remain committed to resolving the issues at hand. 

  
  

• Initial Complaint

  06/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a full kitchen worth of preassembled cabinets (roughly 15) from the RTA store on 5/31/23 and was very excited to recive brandnew, fully assembled cabinets. They are critical to my kitchen remodel goals, living experience, and future rental income. I every item except 1 had damages to it due to the packaging not being sufficient to protect them during shipping. The only non-damaged item had styrofoam. 2 of the cabinets have fork lift holes and are complete losses. 1 was incorrectly put together. I originanally requested to just have new assembled and painted items shipped in correct packaging to replace the damaged ones. RTA said they normally send replacement parts and it is on the customer to fix this stuff even though I ordered prepainted, assembled, and ready to install cabinets. Their claims department has been responsive but is saying that they can only replace with parts and 1 or two assembled cabinets. I told them that is not what I ordered and if this is the route that we have to go then for them to discount my order for 50% as well so I can hire someone to do the required labor in an effort to have "like new cabinets"The RTA claims department said they can't do that. I am also asking the RTA store to guarentee that if we move forward with replacement parts and cabinets contingent on a significant discount being added that they will add basica packaging like styrafom and bubble wrap. They orginally said yes and now they are saying no. I don't trust this company to get the job done that I hired them for. I am now asking for a full refund and for them to come grab their broken and damaged cabinets and they said they can't do that. They said it is against their policy to do that as well. All I want is to get what I paid for (preassembled, prefinished cabinets that are in new condition or to get a refund so I can go get it from someone else. If I wanted damaged cabinets I would have looked on Cragslist.

  Business response

  07/04/2023

  We truly apologize for the damage sustained in transit to the cabinetry. While we never want any damages to occur and do everything we can to prevent it, unfortunately there is always a risk associated when shipping any item. In this situation, there was damage that occurred in transit somewhere along the way from the warehouse location in ** to the destination in CA with the pallet sustaining forklift damage. This impact unfortunately not only affects the cabinets that were directly hit, but also shifts the rests of the items on that pallet. Our claims team did promptly reach out to assist with a resolution and offer replacements, which includes several complete cabinet replacements in addition to a few fully assembled cabinet bodies (less the door/drawer/shelves). There would be no way for us to send parts to the cabinet body and have them replaced without sustaining further damages to the cabinet, as the finish purchased is a glue assembly. Door and drawer parts are very easily swapped out on site when the cabinetry is installed - as these parts are typically removed from the bodies at that time to prevent damage when placing and installing the cabinets. We have asked the warehouse to add additional packaging to the replacement order in effort to help further protect the cabinets in transit. 
  Unfortunately pre-assembled cabinetry is not eligible for return and weve also seen from the images some of the order has been installed and is no longer in the original condition received; however, we are committed to working with the customer to resolve the issues at hand and have offered assembled replacements, in addition to a 5 Year Protection plan at no charge due to the inconvenience.
  

  Customer response

  07/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  The original packaging was so minimal that there was no chance these items could have arrived to me in a new condition. That is why I am arguing that the RTA store never did their job to give me new cabinets. I got cabinets that looked old and damaged, there is nothing anyone can do to protect cabinets from getting stabbed by a forklift but that was 3 out of the 15 cabinets. The only piece of cabinetry that arrived in a new condition was the only one that had Styrofoam on it. 

   I came up with a lot of creative solutions to help me be a happy customer but at the end of the day ******************** is really not accepting responsibility and accountability.

  I originally asked for assembled replacement cabinets for all cabinets not in new condition - roughly 95% of the order with the white glove service added for my troubles. That idea was rejected

  Then I asked for a 50% off the order and replacement parts so I could hire a ********* to provide me with like new cabinets like the ones I ordered from the RTA store. That idea was rejected. 

  I then asked to just get a full refund from the RTA store and for them to take their cabinets back. That idea was rejected. 

  
  I asked for the RTA store to guarantee that the replacement cabinets would be packed better and included Styrofoam protection this time. They said they would request the additional packaging but not guarantee it. The only thing they have done for me besides look at the damages was to add some 5 year protection plan that I did not ask for and don't understand how this helps solve my problem. 

  I feel trapped since none of my requests are being met and I am also now doubting the following

  1. The RTA's store's general ability to deliver the items I ordered in new condition

  2. If the cabinets were in new condition to begin with. I asked for photos but of the couple photos sent to prove that the cabinets were at one point in new condition, they were all wrapped in cardboard so I could not tell. I just lost $1600 in rental income because of this and expect to lose 3200$ in rental income for August. 

   

  I am not asking for that I am simply asking to get a refund at this time because I have lost faith in the RTA's Store's ability to make and ship cabinets to their clients and deliver them in new condition as originally ordered. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  07/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   Hi RTA Store,

   

  You did not package the cabinets properly in the first place to support them having a chance of getting to me in a new condition as I ordered it. You are willing to fulfill part of my request, the replacement order is not a fully assembled one it is a mix of assembled and non assembled items. You have failed to guarantee that the packaging would be improved and when I asked how it is being improved you have not been descriptive. I agree it would be bad business practice to ship used cabinets and the 3 photos the RTA store sent me in response to my question had all the cabinets covered in cardboard. I am unable to determine what condition they are in from those photos. 

  Upon further review. Your replacement list does not match what I have requested and no one at the RTA store has yet to make an effort to let me know this. I had to do it myself today and thought my original 183 photos split into individual emails for each specific item I was requesting to be replaced would suffice. 

  Please see the attached 2 images of my master packaging list. Every item with a check **** has had an email sent by me to the RTA store specifically requesting either a fully assembled replacement or replacement parts and a 50% discount. If those options did not work for the RTA store I offered to be willing to get a full refund and call it a day. 

   

  see email below of the list. It is not a 100% fully assembled list 

   

  On Fri, Jun 30, 2023 at 9:24?AM Inikpi- The RTA Store <*********************************************> wrote:
  
  ***** ***** ***** *** *** ******** **** ** ** *** ***** ********* **********  * **** **** ****** ************* ** ******* *** ******* ***** **** ** *** ** **** * **** ****** **** ***** ** ****** ***** ******* **** ** ***** *** ************ ** ***** ***** **** ******** ********* ************ ***** ********* ******* ***** *** ******* **** **** ********* **** ************ ********** ** * ********* ** *** ****** *** ********* * ************ ******* **** *** ** ** *** ******** *** * ******* ** ** *** ****** ** ******* ******** **** *** **** ******* ** ******* ********** **** *** *** ******* **** ******* ************ ******* ******* ***** *** ****** ******* ** ********** *** **************** *** ****** ** **** *** *** ******* **** ***** **** ******* ********** ***** ** ***** ** ** ********* ********* *** ******** *** ****** ** ******* ****** ** **** ** ** *** ******* *** **** *** ****** ** **** ******** **** *** ***** *** ***** *** ********* ******** ** *** **** ** ********* ***** ** ** ****** *********** **** ***** ****** ******** *** ******** *** **** * **** ******** ** ****** **** ** ** ** ******* ** *** ****** ********* ** **** ****** ***** ** ********* *********** ***** ** ** ********** **** ** *** ********** ** ********** ********** *** ******* ** **** ***** *** **** **** ** *** **** ** *** ******* ** ******* **** ** ******* ** ********* ************** ***** *** *********** ******** ** **** ** **** * ****** *********** ** * ********** *** *** ****** *** ***** ** *** ************ *** **** **** ******** *** ********* ***** *** ******** **** ********* *** **************** * ******* **** **** ***** ***** ******** ******* *** ******** *** *** **** *** *********** ***** *** ********************* **************** *** *** ********************* ********************* *** ***************** *** ****************** *** ******** ****** * ******* **** **** ***** ****** ******** * *** ******** *** *** **** *** *********** ***** *** ******************** ****** ***** ** ** **** **** ******* ****** ******************** * **** *** ** **** ******* *** *** **** ******** *** ** *** ********* **** ** ******* ** *** ******** ******* *** **** *** ** **** ***** ************* *** ***************** ***************** ****** ***** ** ** **** **** ******* ****** *** ****************** ***** ******** ******    In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  07/13/2023

  We apologize for any confusion on the replacements being shipped out at no charge. We send this list for approval/confirmation prior to submitting it with the warehouse. If there are any updates at that time, we promptly inform the customer as well so they know what is being replaced. There are 8 cabinets being replaced in full, there are no "parts" to the cabinet bodies being shipped. The bodies of the cabinets are glued when assembled at the warehouse so we are not able to send a replacement only for a part to the cabinet body on this particular collection. The cabinet bodies will be assembled as requested. For the other items, doors/drawers/shelves are very easily swapped out at the time the cabinets are installed. These parts are normally removed by installers so the drawers do not open, doors do not swing out, and shelves do not fall/shift, when they are working with and installing the cabinetry. This would not result in any additional labor. Our policies regarding replacements on assembled cabinets are clearly listed on our website as well, which aligns with the replacements being shipped out. 

  We have coordinated with the warehouse to ensure your replacement order receives special attention and extra packaging to prevent any additional damage in transit, as well as bumped it ahead of schedule to ensure a timely delivery. We were also able to add inside delivery service for the replacement shipment. We are actively working with the customer to come to a mutually agreeable solution as we truly want him to be happy with his purchase.
  

  
  

*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. ↩