ComplaintsforCabinets To Go
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Complaint Details
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Initial Complaint
05/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I spent 20000.oo dollars with Cabinets To Go the Cabinets were not placed correctly my flooring was installed incorrectly I'm still trying to get someone out fixed the issue it's been over 6 months since I've ordered these Cabinets and I haven't gotten a resolution. My home is in disarray the counter tops are unable to be placed or the backsplash until the cabinets are placed correctly.Business response
05/21/2024
We are sending an installer to access the area. The customer is aware.Initial Complaint
12/14/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
When I was sold the cabinet package, all seemed well. My payments were set up to reflect the ZERO interest we were promised. However, the contract terms were written differently than what we discussed and what was set up payment wise. We budgeted for a certain amount, set up auto draft, and forgot about it… Until a statement came in the mail saying we were on shorter terms and would be charged an additional $3900 in accrued interest. Had this been discussed, we could not afford to have agreed to terms involving so much interest. (That’s why we had it set up with the payments we were making) Unfortunately, no one works at this location who worked there a year ago when we made our purchase. The finance company (***** *****) said they would adjust the terms if this location would let them know they could do that for us. It’s been a month of calling an getting nowhere. Now I am getting the actual bill from ***** ***** which includes the almost $4000 in interest.Business response
12/26/2023
We submitted the term change request to ***** *****.Customer response
12/26/2023
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
07/20/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On 5/9/2023 I purchased a kitchen from Cabinets to Go. It included the design, measurements, cabinetry, a hood and vent, molding package, and assembly and installation of all cabinets, vent and hood. My experience with Dawn, the design consultant, and the installers was good. My problems started with CTG's customer care, which is refusing to honor a warranty claim for a door that cannot be installed because it does not fit properly, and is refusing to assemble and install the vent and hood (for which I paid them $150 dollars to do). To be clear, I am not asking them to hook up the electricity to the vent, I have had an electrician waiting for over a month to do that. Unfortunately, the vent is still in the box. Their customer care department continually sends you to different people every time you call, who have no information about the issues. I feel the point is to rotate you constantly, so that they don't have to do anything.Business response
07/27/2023
We have replaced the door and we don't install electrical components.Customer response
07/28/2023
Complaint: ********
I am rejecting this response because:The door has been fixed satisfactorily. However, we were charged $150 to install the hood and vent. As stated in my complaint, we have an electrician who will connect the vent, but it has not been assembled and put in the hood. We were informed by Kristie in their complaint department that they do not install the vents in South Carolina. Their install team verified that they don't know how to. Dawn, the person that sold us the hood and vent told their complaint department that she had told me that the hood and vent would be installed by them. I never would have purchased the hood and vent from them at a total cost of $2878.96 had I known that they would not install it. Right now, I just want my $150 installation charge refunded to me so that I can find someone else to install it. They have not done this yet.
Sincerely,Debra Y*****
Business response
08/02/2023
We will issue a credit for the $150 as requested by the customer.Customer response
08/04/2023
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. Pending actual receipt of the $150 check, I will consider the complaint satisfied. We are supposed to receive the check within the next 10 to 14 days. Thank you for your assistance with this matter.
Sincerely,
Debra Y*****Initial Complaint
12/28/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
1. Failure to deliver goods— order was placed in February 2021; majority of the cabinets came in November 2021 but some parts were missing 2. Failure to follow through with oral or written promises about reordering missing cabinets. Random answers from different staff: “We can’t see your order—“ “A cabinet was ordered, it should be in next week.” “We don’t know when our goods come in.” “We will call you again in an hour.” “I don’t recall saying we would call you back in an hour.” “We are short staffed. We don’t know how to look up orders.” “We don’t track our shipments.” We cannot put in counters until we install the remaining cabinets. We would install them ourselves if we could just get them from the company. We fully paid for all cabinets and installation back in February of 2021 so it’s been highly frustrating.Business response
12/28/2022
The provided information doesn't pull up a customer account, customer will need to provide order number.Initial Complaint
07/26/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
5/31/2022 purchase total was $4300 and I received the wrong sizes due to store associate mistake, and they are saying I need to pay restock fee they have giving me the run around for weeks I still cannot contact a manager for a answer pertaining to my refund, the store manager *** yelled at my spouse and hung up the phone on him. I recently went to store location and spoke with associate and still have not received a response.Business response
08/03/2022
Business Response /* (1000, 5, 2022/07/26) */ The customer signed the terms and conditions which state the customer is responsible for verifying the measurements and final design: The customer is responsible for the accuracy of all measurements supplied to CTG. CTG accepts no responsibility or liability for inaccurate measurements. CTG only accepts responsibility for design, measurements, and/ or installations of cabinetry purchased from CTG. Measurements purchased from CTG are taken to ensure the fit of CTG cabinetry only and are not guaranteed for use with other brands of cabinetry. The customer is responsible for verifying the final design is accurate before purchasing with the understanding changing appliances after signing off on the design is considered a deviation altering the original design Consumer Response /* (3000, 7, 2022/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) My contractors measurement was accurate the associate who placed order did not order the correct sizes as requested. As seen by Ms ***** **** when I went to the store on 7/23/22 she informed me she saw it was a mistake made and had to contact the regional manager. Furthermore no one explained anything verbally i was sent a doc u sign and was rushed to sign by Mr *** ****** while I was at work so he can collect my money. I simply want a refund. Business Response /* (4000, 9, 2022/07/28) */ The Docusign is supposed to be read over before signing. The customer had the opportunity to read before signing. Consumer Response /* (4200, 11, 2022/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have since returned the merchandise approved by carmine a store manager out of Georgia who can't to help out and still have not gotten my money back I was told it would be processed, everything with this store has been delayed and no one knows what the next is doing it is very frustrating to have my money tied up with this unprofessional people, when I returned my merchandise to the two notch road store In Columbia the associate got upset and slammed his clipboard on my truck while fussing with my husband about the terrible customer service. I want my refund in full without all the back and forth. The customers must not matter to Them business because they should of done all the can to please the customer. Now I returned merchandise and still have to wait for my refund Business Response /* (4000, 13, 2022/08/02) */ The customer was told over the weekend we would have to verify everything that was returned before a refund can be submitted. This return was accepted as an accommodation for the customer, these cabinets are built and Terms & Conditions of all sales say we don't take back assembled cabinets.Initial Complaint
03/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Company will not complete warranty repair on kitchen flooring
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Customer Complaints Summary
6 total complaints in the last 3 years.
2 complaints closed in the last 12 months.