Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid Cabinets To Go $199 for kitchen measurements and a layout, but the experience was a disaster. Salesperson Craig J****** took months to deliver plans filled with errors (wrong sizes, incorrect types, and unclear custom options). After I raised concerns, Mishelle L**** stepped in and finalized the layout in one day. However, she incorrectly assured me my 11" vacuum would fit in a 12" broom cabinet—it didn’t, as the door frame was only 9". Despite her mistake, she refused to exchange it for a larger cabinet, even though I offered to pay the difference. She also failed to apply the $199 measurement credit, which I caught before payment. The contract was finalized on 10Sep2024, and the cabinets arrived on 02Oct2024. The installation crew started on 04Oct but was a no-show on 05Oct, as scheduled. They returned on 07Oct but still left the work unfinished and misplaced 1 piece of hardware, which I am now waiting to replace. The $7K installation (part of a $14K total) took two days, remains incomplete, and has been riddled with issues. The crew was often late or absent, spoke little English, damaged cabinets with nails, and installed crooked doors. They did not install the filler and crown molding for the broom/pantry cabinet. I purchased additional scribe molding to finish the job, but Mishelle insisted I pick it up from the store—despite it being due to her design error (under budgeted) —and demanded extra fees for its installation. She also wants to charge a 25% restocking fee for returning the extra filler she ordered and refuses to refund associated installation costs. The store manager has denied any refunds, discounts, or further assistance. I want Cabinets To Go to complete the order and take responsibility for their mistakes. I’ve lost all trust in their service, product knowledge, and ability to resolve customer complaints fairly. This situation is now delaying my countertop order with another company.

  Business Response

  Date: 10/21/2024

  Our installer advised the issues with the installation have been addressed, the missing handle has been ordered. We don't provide free items or free install. Our return policy and restock fee is covered in the DocuSign the customer signed at the point of sale.

  Customer Answer

  Date: 10/22/2024

  Since October 18, 2024, I’ve been working with Mishelle L**** from Cabinets To Go regarding the approved replacement of a 12" broom cabinet with an 18" pantry. While CTG agreed to refund the broom cabinet and install the pantry, I requested to only pay the price difference—not prepay—due to their repeated service failures.
  When CTG’s installers returned on October 18 (late again, as has become typical, with previous no-shows), they failed to bring the missing hardware (which they misplaced) or the additional scribe molding. Although they addressed some issues, they caused further damage to my property.
  During a countertop installation on October 21 (by a separate company), the installers discovered the peninsula was misaligned, sitting at an angle rather than perpendicular to the wall. This misalignment caused the countertop to hit the wall at an angle, creating a visible gap on one side and notching the wall on the other—a flaw clearly visible to both me and my fiancé.
  After placing the appliances back this weekend, I found that the wall cabinets to the right of the refrigerator do not align with the base cabinets. The upper cabinet door scrapes against the fridge, leaving an uneven gap between the refrigerator and the base cabinet. These cabinets need to be shifted to the right to ensure proper alignment and maintain the required 30" clearance at both the base and wall cabinet levels.
  Additionally, the CTG installers damaged the bottom of the pantry door, poorly reinstalled a cut baseboard, and misaligned the pantry’s toe kick.
  I am fully aware of the contract terms and expect these design and installation errors to be acknowledged and corrected without delay. Although CTG’s store manager agreed on October 18 to address the issues, they should have been resolved when I first raised my concerns, well before the broom cabinet was installed. Now, an unnecessary uninstall must occur, adding more inconvenience and material waste, further impacting my time and property.

  Customer Answer

  Date: 10/23/2024

  
  Complaint: ********
  
  I am rejecting this response because: Since October 18, 2024, I’ve been working with Mishelle L**** from Cabinets To Go regarding the approved replacement of a 12" broom cabinet with an 18" pantry. While CTG agreed to refund the broom cabinet and install the pantry, I requested to only pay the price difference—not prepay—due to their repeated service failures.
  When CTG’s installers returned on October 18 (late again, as has become typical, with previous no-shows), they failed to bring the missing hardware (which they misplaced) or the additional scribe molding. Although they addressed some issues, they caused further damage to my property.
  During a countertop installation on October 21 (by a separate company), the installers discovered the peninsula was misaligned, sitting at an angle rather than perpendicular to the wall. This misalignment caused the countertop to hit the wall at an angle, creating a visible gap on one side and notching the wall on the other—a flaw clearly visible to both me and my fiancé.
  After placing the appliances back this weekend, I found that the wall cabinets to the right of the refrigerator do not align with the base cabinets. The upper cabinet door scrapes against the fridge, leaving an uneven gap between the refrigerator and the base cabinet. These cabinets need to be shifted to the right to ensure proper alignment and maintain the required 30" clearance at both the base and wall cabinet levels.
  Additionally, the CTG installers damaged the bottom of the pantry door, poorly reinstalled a cut baseboard, and misaligned the pantry’s toe kick.
  I am fully aware of the contract terms and expect these design and installation errors to be acknowledged and corrected without delay. Although CTG’s store manager agreed on October 18 to address the issues, they should have been resolved when I first raised my concerns, well before the broom cabinet was installed. Now, an unnecessary uninstall must occur, adding more inconvenience and material waste, further impacting my time and property.
  
  Sincerely,
  ******* *

  Customer Answer

  Date: 10/28/2024

  As of 28Oct2024, the misplaced by Cabinets To Go installers hardware has not been shipped/delivered. In addition, I paid for 4 pieces of scribe molding separately that are sitting at their store because they will bring them when they come fix all the issues. Unfortunately, I have not heard back from CTG since 24Oct2024. 

• Initial Complaint

  Date:05/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 05/21/2024

  We are sending an installer to access the area. The customer is aware.

• Initial Complaint

  Date:12/14/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 12/26/2023

  We submitted the term change request to ***** *****.

  Customer Answer

  Date: 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

  Date:07/20/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 07/27/2023

  We have replaced the door and we don't install electrical components.

  Customer Answer

  Date: 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

  Date: 08/02/2023

  We will issue a credit for the $150 as requested by the customer.

  Customer Answer

  Date: 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

  Date:12/28/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 12/28/2022

  The provided information doesn't pull up a customer account, customer will need to provide order number.

• Initial Complaint

  Date:07/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.