Complaints

• Initial Complaint

  07/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  This whole ordeal started on4/2/2024. I purchased cabinets and counter top from the *********** ,** store.Originally started out well towards a dream kitchen but drastically turned into a nightmare.purchase price was just shy of $14,000.,and I used their advertised 0% for 4 yrs.However its not 0% if they discounted anything, Cabinets alone totaled $6200.00. Since there was a 40% of original price it was a mere 12 months at 0%. I selected a spice rack that was included in the order that I returned unopened shortly after receiving it. Still awaiting creditThis is my first kitchen overhaul and came to cabinets to go for professional quidance. I selected a silestone Quartz countertop from the samples provided.estimated total was at &*******. Cabinets to go had *****( excellent employee,polite) to my house for measurements.Price was increased due to Cabinets to go not adding in 3in backsplash..work order was supposed to be sent prior to June 1st since I would be out of town and was to be installed 2 days after return. Cabinets to Go forgot to submit order but I did find out until night before installation while I had a plumber at my residence to remove kitchen sink that he had to put in place after cabinet instal.so know have to wait another week.The fabricator sent me a final order that stated ocean ****** as the color but not what I picked out.They stated that its the replacement .I ordered a greyish grainy top not ocean ******. arming Stone,fabricator,fabricated the countertop and scheduled an install date. Again I had a plumber remove the sink for install and was ready to install and connect new sink and faucet. Finally install day came(truck 10 guys were polite and very nice) they carried in the countertop and was told to stop by me. This countertop was ugly as #$@&. It looked like a light blueish clouds with gold sparkles.would be perfect for a baby changing table. I refused to accept and instal of the ugly countertop.its July 7 and nothing from anyone.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  2/18/18: Purchased cabinets ($4,889.58) w/ lifetime warranty.5/10/18: Filed warranty claim (fulfilled)2/2022: Contact customer service for another warranty claim. They cant find my account. There was a system upgrade. Go back and forth until I call the local store.11/19/23: Work with local manager, send proof of purchase to validate account. Told I need customer service to set up new account. Multiple calls and explanations before I get to next step.1/2024: Call (again) customer service and finally receive directions.1/24/24: Email photos of cabinets and original proof of purchase.2/6/24: **************** denies claim, damage not covered under warranty.2/6/24: Inform customer service that this is very similar to damage covered under original claim.2/15/24: I follow up, no response from customer service 3/24/24: Additional follow up, no response from customer service.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  01/03/23-purchased kitchen cabinets, countertops and other accessories. 04/19/23-installation begins. Upwards of $20,000.00 Installation of all cabinets and trim. Wall cabinets were hung too high, there should have been standard industry measurements used. I believe that the installers were trying to cover up where they removed the bulkhead instead of try to smooth it out first. I’m only 5’4” and the cabinets and microwave are too high for me to use comfortably. They are 36” tall cabinets and should have been hung 54” from the floor or 18” from the countertops and they are 2-1/2 to 3” higher than they should be. There were “glitches” as they called them from the start. Contractors didn’t measure properly to center the sink under the window, they did fix that but he had to cut other holes in the cabinet floor. A filler with towel bars had to be altered and won’t close properly. Cabinets came in two separate deliveries because of a “glitch” in their system. There were missing parts which had to be reordered. When I told them that I felt like the cabinets were too high, they joked and said not to put anything up high. They were also supposed to come back and install the backsplash tile which hasn’t been done yet because they haven’t resolved the cabinet height issues, so I’ve been dealing with an unfinished kitchen for months.They have not resolved any of the issues and anytime I’ve spoken with them they just keep telling me that there’s an open work order, but I believe there isn’t and they are giving us the run around. Sales order# *********** I’ve been seeing advertisements on HGTV and local commercials for years and decided to try them, but I’ve come to regret that decision and wish I would’ve gone with someone more local because they won’t come and fix their mistakes. I have several emails and texts verifying that I’ve been trying to resolve this for months.

  Customer response

  09/20/2023

  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, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  They have been telling me that they have an open work order for the past 4-1/2 to 5 months.  I'm wondering how long it's going to take to have a finished kitchen? 
  
  Regards,
  
  ***** *****

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a complaint about 2 weeks ago bc I received damaged cabinets and they are trying to make me pay to fix. Was contacted by customer service a week ago and told I'd hear from an installer in 72 hrs. And I haven't heard anything in the week since. I feel like they are deliberately delaying. I can't finish my kitchen until this cabinet gets repaired. It's been since February 25 since they were originally delivered. Coming up on 2 months now which is bit ridiculous.

  Business response

  04/25/2023

  The customer is asking for us to send an installer to correct the issue. The customer didn't pay us for install, she hired her own. We don't provide installers free of charge.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On March 3, 2022, I placed and purchased an order for kitchen cabinets. I received all of the base cabinets listed on the order. However, I had not received any of the wall cabinets listed on the order. I contacted the Cabinets To Go Monroeville store where I ordered the cabinets throughout the month of March 2022 to inquire about the status of the wall cabinets. Please note that during this time, I had a contractor assemble and install all of the base cabinets. At the beginning of April 2022, I was informed that Cabinets To Go no longer had a manufacturer for these specific cabinets and could not provide me with an anticipated date of finding a new manufacturer. I explained the devastation and the dilemma that my new lessee's would be in not having a functioning kitchen and not being able to install there new microwave. The manager of the store, Kennedy H****, attempted to redesign the kitchen with smaller cabinets and fillers, but my contractor disagreed to the unethical practices that were being suggested for him to do. As of date, I have asked the store if I can return all of the wall cabinets and replace them with the cabinets that are in stock, although a different front door to the base cabinets, at no extra cost. As of date of this complaint, no resolution has been established and Ms. H**** has stated that she is not able to complete an even exchange with the wall cabinets that I purchased with very similar wall cabinets that are in stock and available, but are sold at a higher cost. I will not agree to pay more for a problem that was c****d by Cabinets To Go. I am very disappointed that I do not have the cabinets that I originally purchased. I am also disappointed that this kitchen design will now have to have mismatch cabinets. I am disappointed that the lessee's of this home have been inconvenienced with not being able to have proper use of their kitchen.

*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. ↩