Complaints

• Initial Complaint

  05/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have been sanding my Online Cabinets so they could be repainted. The doors for two 39" base cabinets and three drawer fronts for a 30" base cabinet are made of MDF instead of Birch. I verified with the manufacturer Timberland Cabinets in ********, ** that these items are supposed to be made of Birch. They would not send new drawer fronts or doors and said I had to go through their customer ********************. I emailed ***** of Online Cabinets Direct about getting replacements for these 5 items. I have not received any response from *****. I want the correct Birch drawer fronts and doors sent to me unpainted so I can see the wood. This is just one issue with Online Cabinets and Timberland Cabinets that I have had to deal with since I purchased these cabinets. The quality of the cabinets is iffy at best and the customer service is slow or non-existent.

  Business response

  05/30/2024

  Hello *******,

  We received your email yesterday about the drawer fronts and doors, we have your replacement Birch doors ordered. I am not sure how HDF doors or headers were sent because they are not an option on that series cabinet. We will have the replacements shipped asap. Thank you for your business and have a great day. 
  

  Customer response

  05/30/2024

   
  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

  05/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The cabinets were received damaged, on two different orders shipped separate. 1st order had a cabinet that was not made correctly and a cabinet panel that was unusable. Both orders were concealed damage and damaged due to packaging. 1st order had items hanging over the top of the cabinets. 2nd order had items ATTACHED to a pallet that was smaller than the items shipped. Both were reported to the vendor with only partial resolution to damage on the 1st pallet.Now I can only reach a recording and emails ask me to do repairs to make them usable.*********************

  Business response

  05/21/2024

  Hello *****,

  Thank you for speaking with me today about your damaged cabinet.  As I stated we were having email issues last week with our email provider which has now been resolved.  We have your replacement cabinet that was damaged in shipping ordered from our supplier and have the credit issued for the repair your ********* made on the base cabinet that was damaged.  Thank you for your business and have a great day.

  Regards,

  Online Cabinets Direct

  Customer response

  06/01/2024

  I have received anything from this vendor to resolve this issue.  The same day I got A PHONE call offering money and new cabinets and neither has happened.

  I have responded back to them in an email with no reply.

  Thanks 

  *****

  Business response

  06/03/2024

  Hello *****,

  I am not sure why you are not receiving our emails, we have emailed you stating that the replacements have been ordered which are custom and made in house so they take time since they cannot be pulled off the shelf and shipped.  They should ship very soon, once the replacements ship, we will send tracking information.  We are sorry there was freight damage, this is not something we can control but we have ordered your replacements which are in production.  Thank you for your business and have a great day.

  Customer response

  06/18/2024

  I have been informed by ***** bank that canceling my dispute means it cannot be reopened and I do not have the merchandise from Online cabinets.  The refuse to ship until the dispute is canceled which seems to be my only option and leaves me with no recourse.  Recent communication from vendor:

  
  *************************, Jun 17, 3:47?PM (17 hours ago)
  
  I received a message from RTA that my order had shipped. When will I receive it? Thanks
  
  
  orders onlinecabinetsdirect.com Mon, Jun 17, 4:01?PM (16 hours ago)
  
  
  
  to me
  
  
  
  
  
  
  
  
  We have not shipped anything as far as replacements because we do not have payment since it was disputed. Once we have confirmation the payment dispute was dropped we can proceed with the replacements. This should never have been disputed because the damage was from freight and not due to us not shipping your product. We shipped the product as promised and you disputed the transaction. We have paid for the product and freight, we will not pay for replacements and freight again unless payment is received and the dispute is cancelled. 
  
  Regards,
  
  
  *********************
  Online Cabinets Direct
  Office: ************
  Email: *******************************
  URL: www.rtakitchencabinetsonline.com
  
  On Jun 17, 2024, at 2:47?**, ********************* <***********************************> wrote:

  
  

  Customer response

  06/30/2024

  I  still have not gotten resolution from onlinecabinetsdirect.com.  I  released the **** payment 2 weeks ago and now I am back to ***** telling me they do not have my money.  Now ...no cabinets and they have my money, and little to no communication.

   

  Help!!!

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

  Business response

  07/02/2024

  We have requested confirmation from you with documentation showing the funds were released, we have not received any nofication from our merchant services provider of the funds being returned for payment of the product. We did release the cabinets to continue production while we sort this out and will ship as soon as they have been completed.

   

  Customer response

  07/03/2024

   
  Complaint: 21740180
  
  I am rejecting this response because:  Funds were taken from my account on June 8th and released to their bank on the same day..  Plenty of time for them to fund there record of receipt, and I do not have access to their records to find it for them.
  
  Sincerely,
  
  *********************

  Business response

  07/11/2024

  We spoke with the factory and your replacements are scheduled to ship on 7/15.  

  Customer response

  07/22/2024

  Nothing is resolved.  No info from cabinet company and no cabinets received.

  Business response

  07/24/2024

  Your replacements shipped via Dayton Freight Lines Tracking PRO#  727820765

• Initial Complaint

  10/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I placed an order 9/20/22. received my shipment and have gone through all the boxes and found issues with 4 of the finished cabinet drawers. All drawers are the summit shaker white style Name on order:************* Order number: ***** Customer PO#:******************* Damaged items: 4 total Item number: 3DB15-SW3: the two bottom drawers out of the three B24BD-SW3: we ordered 3 and two of the top drawers out of the three are damaged. I have been calling and emailing multiple times daily with no response or resolution.

  Business response

  10/19/2022

  Business Response /* (1000, 5, 2022/10/17) */ Contact Name and Title: ***** ***** Contact Phone: XXXXXXXXXX Contact Email: ******@onlinecabinetsdirect.com Hello ****, We spoke this morning and notified you that your replacement headers have been ordered. You notified us on Thursday afternoon of the damaged headers and we replied today along with a phone call. Your replacements should ship next week. Thank you for your business and have a great day. Consumer Response /* (2000, 7, 2022/10/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  10/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Cabinet Order AB-***** was ordered on June 13, 2022. Cabinets were delivered on September 26th. Upon unboxing and in front of carrier driver all issues were documented. The delivery was missing (2) 8' light rails, I received another customers damaged cabinet that did not meet the ordered specification. Numerous cabinets had rail separation which I had to glue and clamp to fix. Face frames were not seated in the side rail dado. A cabinet drawer and and 2 doors were severely warped, a couple face frames were cracked, the side panel of one cabinet was crushed. The cabinets were packaged without foam blocks, just cardboard.....first cabinet order ever received without these corner blocks. All this was detailed on the shippers manifest as well as an email sent to ***** in customer service *************).

• Initial Complaint

  08/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  5/7/2022 I placed order #AB-12581 for $6,684.92. The following two items from the order were not received: 1) SS32 Banded Wood Super Susan Spinners - SCB36 $265.00 2) TRSH18 Trash Can Pull Out For 18 Inch Cabinet - $175.00 I have contacted Online Cabinets to discuss missing items and get a refund and crickets. So here I am filing a complaint on the BBB website.

  Business response

  08/29/2022

  Business Response /* (1000, 5, 2022/08/23) */ Hello ******, We received your email yesterday about the items not being received and you wanting a refund for the missing accessorial items. We have issued your refund and this will post to your card tonight. Thank you for your business and have a great day.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Order # AB-11167, about 7/25/21, for $4105.76 I ordered cabinets that I received in Sept or Nov 2021. I just assembled these cabinets. I found that I am missing the lazy susan spinner RS32. Also, the hinges that came with the order are not the ones promised, they are supposed to be self closing. I was also promised the ******* ******** stain code, so I can match the stain color. They also promised to refund the money for the 2 sample doors I purchased when I purchased the cabinets. I have tried to contact this company by phone, It answers, tells you to email, than hangs up. I sent several emails, they do not respond.

  Business response

  06/08/2022

  Business Response /* (1000, 7, 2022/03/31) */ Contact Name and Title: ***** ***** Owner Contact Phone: XXXXXXXXXX Contact Email: ******@onlinecabinetsdirect.com Hello *****, We are truly sorry the hinges were not soft close, how many hinges are you needing replaced? We do not show any previous emails from you nor do we have record of any voicemails. Please forward your emails to ******@onlinecabinetsdirect.com and we will get your replacements ordered, color codes sent along with your lazy susan which comes from a different company. We refund the cost of samples if they are returned to our office less our cost in shipping. Below is the return address. Once we receive the sample doors we will be happy to issue your refund for the door samples. Thank you for your business and have a great day. Online Cabinets Direct **** ******** Road ***********, TN XXXXX Consumer Response /* (3000, 9, 2022/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The sample doors were supposed to be in the form of a credit on the purchase of the cabinets. I tried to address this directly when I tried to order cabinets on the phone. I was told I had to order online and the samples would be refunded later. You did not address the shelf pins. Any timeline on the lazy Susan? There are 28 hinges needed. Please send an email from someone that I can correspond with directly. I do not trust your general email account to get through.

• Initial Complaint

  02/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order on 8/24/21 for kitchen cabinets. Received most of the order on 9/17/21. Notified the company that one cabinet was missing and received a response on 9/17/21 that a replacement would be sent out. Replacement arrived on 11/4/21 severely damaged and delivery was denied, the driver said he would put in his notes that the item was damaged and would be returned. Sent email again to support with this situation on the same day. I sent a followup email on 1/8/22 requesting the status of the new replacement and have not received a response. Sent another followup email on 1/30/22 again requesting the status of the replacement and also received no response. Sent a 3rd followup directly through the company website on 2/3/22 requesting either a replacement or a refund for the price of the missing item and so far have not received a response. I would like a refund of the missing item.

  Business response

  02/14/2022

  Business Response /* (1000, 5, 2022/02/07) */ Contact Name and Title: ***** ***** Owner Contact Phone: XXX-XXX-XXXX Contact Email: ******@onlinecabinetsdirect.com Hello ***, I am sorry but we do not show emails from you on the dates you listed above. Our main server did crash a week ago and we lost several emails but we do not show any emails from you during this time. Can you send images of the damaged item? What was damaged in transit? We are happy to help you and get this resolved but we are not showing emails from you which is why we have not responded to your email requests. Please email ******@onlinecabinetsdirect.com attn: ***** and I will get this taken care of. Thank you for your business and have a great day.

• Initial Complaint

  01/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Entire order was paid in full. I can deal with lost order, damaged freight (I'm repairing myself) and the entire build/delivery process taking months longer. What I can't deal with is the total incompetence from the owner, *****. I have numerous emails, phone calls that have went unanswered. Terrible service!! I am STILL waiting on a 4X8 sheet of beaded MDF and a trash can pull out that actually fits. That's all I want, WHAT I PAID FOR!

  Business response

  02/09/2022

  Business Response /* (1000, 5, 2022/02/01) */ Hello *****, I am truly sorry that the freight company lost your shipment, there is a nation wide issue with freight companies due to COVID, driver shortages etc which are all out of our control. We were constantly on the phone, sending emails etc to locate your lost freight which was located once the truck was unloaded by the carrier at their terminal in your area. I asked our freight broker and there were 200 trucks that were waiting to be unloaded which is why this took so long. Regarding not returning your calls immediately, we have 37 employees out with COVID and severely understaffed. We are doing everything we can to fulfill orders, return calls and emails in a timely manner but we are behind and for that I am sorry. We are truly sorry there was freight damage on your order. Your replacement panel has been ordered and will ship as soon as it comes out of paint as we had to remake this panel. Your replacement trash can insert has also been ordered and should arrive at your location by the end of the week. We do value your business and hope you enjoy your kitchen for years to come. Thank you for your business and have a great day.

• Initial Complaint

  01/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a set of cabinets and accessories on 11/10/21 order no AB-XXXXX. I received the shipment on 1/9/22. There were several items missing. 9" wood tray divider, 2, 18" Sink Base Door Storage and finished left side panel for SB42 Cabinet. I sent an email requesting resolution on 1/22/22 and have gotten no response. I called on 1/20/22 and several times after that. The first call I left a voicemail. The subsequent calls say the mailbox is full try again later. I now have no way to contact them and they do not respond. This is a $2465.34 order and the missing items total more than $300. I would like to either get my missing items or be credited for the amount.

  Business response

  03/14/2022

  Business Response /* (1000, 8, 2022/02/04) */ Hello ***, Your accessorial items are shipped from a separate company and show they are in transit. These items were backordered due to COVID but show they have now shipped and should arrive at your location next week. Thank you for your business and have a great day. Consumer Response /* (3000, 10, 2022/02/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) They said the items shipped but I have not received a shipping notice such as I did when the original shipment was made. I won't be able to confirm that this complaint has been resolved until I receive the missing items. Business Response /* (4000, 14, 2022/03/10) */ We have been in contact with the customer and all items have been taken care of and he is happy with everything. Consumer Response /* (4200, 16, 2022/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company continued to make excuses while I received nothing. I finally did receive all the missing items in the first week of March. I am satisfied only in that I now have everything I orderedn but not in their customer service or their handling of my complaint. Their customer service continued to be poor even after the BBB complaint.

*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. ↩