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:08/17/2023

  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.

  My husband and I purchased cabinets from Cabinets to Go last July. We put down a cash deposit and financed the rest. At the time they had a promotion through Wells Fargo for 15 months interest free. We were approved and Lori got everything set up. Lori had emailed me all the documents to electronically sign. Those documents did not have any of the financing details attached. Last month when I received my bill the balance went up $1900. I called Wells Fargo and they stated my promotion had ended. I let Wells Fargo know that we had until November 2023 before any interest should start. Wells Fargo stated that my financing was for 12 months interest free. I contacted Cabinets to Go and spoke with the manager. The manager informed me that Lori no longer worked there and that they had a high turnover rate. He pulled up our paperwork and did indeed state that our financing was done incorrectly. I asked if he could please get it corrected so Wells Fargo could refund the interest I was charged. The manager stated he would have to speak with management higher up. I had to call back a few days later to find out that they would not help me because it had been too long, even though they knew and stated that it was their fault. I have tried contacting the customer care and they also stated they could not help me. My husband and I were scammed on our financing and Cabinets to Go refuses to fix the problem they created. This was a $1900 mistake on their part and now I have to pay.

  Business Response

  Date: 08/29/2023

  We are putting in a request with Wells Fargo for the terms to be changed.

  Customer Answer

  Date: 09/01/2023

  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,
  
  Lauren P****

• Initial Complaint

  Date:01/11/2023

  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.

  Our initial sales order totaled $4,966.92 dated 10/26/2022 (SO ********). As of today, January 5, 2023, we are still without some critical items for completion of our client's Kitchen remodel. We were initially advised that our items would be delivered around the middle to end of November 2022. We have refunded our client $800.00 due to the inconvenience which was no fault of ours as the contractor. Our complaint is not only with the length of time that it has taken to receive our products but also the lack of communication and Customer Service at the North Charleston location. This has been the worst example of Customer Service that we have ever experienced with a Vendor. We were advised when we initially picked up some of our cabinets, the system auto filled some of our order which was the reason for the long delay. We understand things happen, but NO one has taken ownership of this issue. Before we knew all of this information, we ordered two more cabinets and received those before all of the items on our initial order was received. After having the full picture and being totally frustrated with our experience, we were in need of another cabinet but we refused to patronize this particular location, so we ordered a cabinet from a different location in Greenville, South Carolina. Our cabinet was received on the day expected. It was a totally different experience. We had to make adjustment to the cabinets to make them work because of the length of time waiting for this item, they also do not want the Crown and we are not even sure of the purpose of the Scribe Mold. We are requesting that these items are refunded. We are still waiting and need the Toe Kicks, the Island Molding and the Island Panel. We are requesting a refund of the $110.00 Blue Wall Filler and the $465.00 Crown. Communication is key. We called this store at least 3 or 4 times a week since late November. We expected better.

  Business Response

  Date: 01/11/2023

  All refunds are handled by the store.