ComplaintsforCabinets To Go

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Beware of Cabinets to go. ************ ** Ordering and designing the kitchen went "well". However, we should have known since we were not happy with the original sales associate, T*****, and went to ******* for a second opinion. Back to ***********, we went back and forth with T*****, who was still picking up and returning our calls almost instantly - until we paid for our order. Her supervisor, R******, stayed late with us to finish the design, and we ordered the cabinets. We were told, 1 week for the delivery and 1-2 weeks the latest for your kitchen to be done. We planned for my wife and baby to leave the house for 2 weeks, which would give them ample time to finish and correct any mistakes. The installation was suppose to start on Thurs, May 9. The installer called to say he will begin on Fri, May 10. They show up at 10:30 am, work for 2 hours, and leave. This happened again on Mon, May 13th, until I spoke up and for the rest of the week, they worked for 4 hours per day, instead of 2 - which is not a full work day to complete what we paid so much money for. At the end of the 2 weeks, they were still not done, had a lot of mistakes left to fix, and a cabinet order to correct. Now my wife and baby are home, with no completed kitchen, workers coming in and out of the home, ordering food, and my wife taking days off on they day they were supposed to finish. We were told 2 different days, now 3 weeks, almost 4 after the due date, and still nothing. Every time we call cabinets to go, the contractor W*****, calls us with either an excuse or an unkept promise. We called customer service, twice, and after escalating the concern, Kourtnee says that the original installer has a right to fix his mistakes and will have him call us back between 3-7 days - that's ANOTHER week. We have a right to what we paid for, a right to decent customer service, and to not have to pay additional money and be inconvenienced because we trusted cabinets to go with our new kitchen.

  Business response

  06/04/2024

  The customer signed a Satisfaction Report on May 17 stating they were satisfied with the install. The customer just notified us this week that there was a problem. He received an email yesterday saying we have set up a work order to correct any potential issues.

  Business response

  06/25/2024

  Satisfaction certificate attached. What repair work is yet to be done?

  Customer response

  07/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  The company has not addressed the issues of this dispute. 
  I did not know what a Customer Satisfaction Report was until it was mentioned here, therefore I was unaware that there was a signed document from May 16th. On May 16th, the kitchen was about 60% done. This report was signed without my authorization because the installer wanted to get pay, even though the kitchen was not done. No wonder he didn't care about completing the job, he already got his money. If you call the office in ***********, you will find out that cabinets were still missing when the supposed customer satisfaction report was submitted, because the order was not correct, and the installer did not realize within the first week. Due to the installers not putting all the cabinets, this discrepancy was not found until later on, and delayed the process. Please connect with R****** the Store Manager, for more information on this. This will prove that the kitchen was not done by the fake signed Customer Satisfaction Report date. The installers worked for maybe 5 hours a day, and two to three days out of the week, on my kitchen. On June 10, my kitchen was "completed", with many discrepancies which you will see on all the pictures I attached on this platform. The installer assigned to me made this process a nightmare for me and my family. Having the kitchen of my dream turned into the worst time of my life. I paid all this money to install my kitchen and instead I got rewarded with frustration, pain and an ugly kitchen. Please look into this case and you will see that this kitchen took over a month to complete and still is full of discrepancies. 
  They offered to replace the cabinet that was ordered and sent incorrectly, and we are still waiting for it with no update whatsoever. 
  Regards,
  
  ******** ************
  

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered our new cabinets for our kitchen remodel from Cabinets to go on March 15, 2024. The process with the sale person Peter T*********** when fairly well. The cabinets were delivered to the Cabinets to go location in Tucson as agreed. Cabinets to go sent their employee Connor to measurer for the cabinets. We were told the process would take approx. 5 days complete once the cabinets were delivered. We did have a delay at our house remodel and then contacted Peter at Cabinets to go to let him know we were ready for the install on 4/4/2024. This is when the problems begin. The communication with the installer Connor and Peter at Cabinets to go has been terrible. Connor doesn't show up when he is supposed to, does not call to reschedule. Then when he finally does come to the property to assembly/install he says the cabinets are wrong and will not fit even though he is the person that measured. After calling Peter at Cabinets to go non stop, come to find out the cabinets do fit and could have been installed. As of today, 4/24 Connor the installer is saying he is unable to install the cabinets until next week.

  Business response

  05/06/2024

  The installer has already been to the home to install the cabinets.

• Initial Complaint

  10/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased cabinets from Cabinets to go around the 30th of March 2023 and they told us they would have to be shipped within 60 days of purchase. It turns out, that's because they will not accept returns outside 60 days and you have to receive them. The crown molding is new in the original packages and has not been opened or damaged and it is a different style than the cabinets we received. Cabinets to go is aware the styles don't match but they won't let us return them for refund. We only want to return the Crown molding pieces for a refund or store credit.

  Business response

  10/26/2023

  The molding is on display in our showrooms to be viewed prior to purchase. We only allow 30 days for returns from the date of receiving the product per the signed terms and conditions.

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Initial purchase of kitchen (cabinets, counter tops, flooring, kitchen sink) in April of 2022. We have had numerous issues with Cabinets to Go, but the flooring is our main concern at this point. The floor was finished the week of June 6, 2022. On August 18, we notified Cabinets to Go that the floor was separating at some of the seams. On October 29, a second floor was installed. On January 24, we notified ******* in Customer Care at Cabinets to Go, that we were now experiencing the same issue with the new floor. After several phone calls with no resolution to problem, we were notified on March 22, that Cabinets To Go wants a third party to come out and inspect floor. This has gone on long enough. At this point, all I would like is a refund for flooring and installation charges so that we may proceed with another flooring company. I do not want another Cabinets To Go Floor.

  Business response

  03/27/2023

  The information provided in this complaint doesn't pull up a customer account. We need a phone number, sales order, or email address on file.

  Customer response

  03/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******** ******

  The Sales Order number is **********. Email addresses are *********************** and ***************************.  Phone numbers are ###-###-#### and ###-###-####

   

  Business response

  03/29/2023

  ******* emailed the customer on 3/27 and the customer responded 3/27. They are aware we are working on the issue.

  Customer response

  04/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******** ******

  We are currently now waiting for the third party to make a decision about the floor.  He came out today, April 5, and said he would have an answer back in two weeks to Cabinets To Go. This issue on the second floor was reported in January. We have now waited almost three months for some response.  I guess at this point all we can do is wait for his findings, and hopefully can reach an amicable agreement on how to proceed.

  Regards

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

  Customer response

  05/05/2023

  Hello
  This complaint has been resolved to our satisfaction.
  
  Thank you
  ******** ******
  

• Initial Complaint

  02/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We bought cabinets, counter tops and a sink from Cabinets to Go and used their contractors to install all the items when remodeling our kitchen. Our cabinets were delivered by Cabinets to Go to our garage around the third week in Septemer 2022. The cabinets were installed around the 2nd week of October 2022. The countertops were installed along with the sink around the second week of Nov. I noticed a strange spot in the bottom of the sink the day it was installed but didn't realize it was an issue. I began smelling stagnant water in my house and realized on 2/23/23 that there was a leak under my sink. After inspecting this leak I found that the bottom of the sink has a crack through it that is leaking water out of it into my cabinets. After contacting Cabinets to Go I was told since we reported it over 60 days after purchased they won't do anything for us. So now I have a leaking sink into my new cabinets and I am out $475 for a sink. If they won't give us a new sink I would expect them to at least refund the cost of the sink.

  Business response

  03/02/2023

  This has been approved to replace.

  Customer response

  03/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  
  Regards,
  
  *** *******
  

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Cabinets to Go Installed my kitchen cabinets in July of this year 2022. Cabinets to go also installed my granite countertop via a granite and stone company. I paid $7,973.10 to cabinets to go for the installation of the Granite countertop.. The installation came out horrible at the seam of two countertop pieces in the corner of my kitchen. I've been call cabinets to go customer service for the past few months to no remedies in site. The manager of the store has come out to see the job and totally agreed with me that it didn't look right. I've asked customer service to also come out and assess the situation as well and I did upload many pictures of the countertop to customer service. I clearly stated to them that I would like to have the corner piece replaced as a remedy the countertop. To this day September 13, 2022 they have been stalling me not returning my calls They offered me one solution to replace the entire countertop totally unnecessary at my cost of $1489.40. This is unacceptable being I already spent $7,973.10 for the countertop. I should not have to pay to remedy their mistake and would also require a plumber to redo the sink and faucet at my expense. I'm only asking that the corner piece be replaced. I would greatly appreciate if you can help resolve this issue. Thank You ********* *******

• Initial Complaint

  06/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Placed two orders, first on March 19 second on March 30 2022 for 14 cabinets and a garbage can insert for a total of $11,430.12. On April 25th, when assembling the cabinets, we encountered 5 cabinets that had defective parts (broken panels, broken cams, holes drilled in the wrong locations, etc). I was able to modify one cabinet and use it. I contacted customer service (CS) regarding the other 4 cabinets that I was not able to correct issues on myself and, per their request, I sent photos and descriptions of the defective parts on May 1. Replacement parts were delivered on May 10. I was shipped two 30-inch back panels instead of a 30-inch and a 36-inch, but regardless of length, neither back panel fit my cabinets. 3 of the replacement parts did not fit the design of the cabinet boxes I was sent with my original order, they were manufactured differently with different ways to be attached with the holes/cams in different places. I contacted Christy with CS right away to notify her of the new issues. At this point, my contractor was on-site to install the cabinets, as I was expecting my issues to be resolved. I was informed that a second set of replacement parts would be shipped and would take up to 10 buisness days to receive. No expedited processing was available. Due to the delay, I requested a refund for the 2 cabinets (30&36), as I couldn't afford to have the contractor wait 2 weeks for new shipment. I modified my plans to not include the defective cabinets and waited on a response to my refund request. My emails were ignored until May 31 when I was informed that I would need to return the cabinets to the store myself to consider a refund. The contractor took the broken boxes and debris with him at the completion of the job as I didn't know I would need the broken pieces and I didn't have room to store them. I'm now being told my only option is $500 credit while the 2 cabinets cost $1695 plus the increased labor cost of contractor time modifying plans.

  Business response

  06/09/2022

  The customer received a credit yesterday, she is aware.

  Customer response

  06/09/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and received $500 refund, meaning I'm still out over $1,100 plus increased contractor costs. I'm not satisfied with the resolution but was told this was my only option. I DO NOT recommend this business to anyone else.
  
  
  Regards,
  
  
  ***** *****
  
  

*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. ↩