Complaints

• Initial Complaint

  12/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Their lifetime warrantee is full Of lies it says for the time you own your home. It reads cabinetry etc . But wat they say cracking is not covered . We had an install in February. We left in May . We are two retirees that got back in October . They are scammers no communication with supervisors. We are looking for a cabinet fit $136.00 they wont budge

  Business response

  12/11/2024

  Our warranty specifically states cracking paint is not covered.See attachment.
  

• Initial Complaint

  12/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I began a kitchen remodel on 10/22/24 with Cabinets to Go in ************, **, but as of 12/4, my kitchen remains unusable, with no countertops installed. Because of the recent delay caused by the company mishandling my paperwork, I had to cancel Thanksgiving plans because of no sink, counters, plumbing, or gas in the kitchen. I was informed that selecting a new counter design on 11/18 would expedite the process to be complete before Thanksgiving, but the remodel is still incomplete. After requesting to change back to the original counter design, the new sales order is higher, with no discounts applied than the original sales order. I've expressed dissatisfaction to both the salesman and the manager without upper management resolution. I'm seeking an expedited process, credit/discount pricing, and contact with upper management. If not addressed, I plan to pursue legal action and share my experience publicly.

  Business response

  12/16/2024

  We don't guarantee any completion dates per our terms and conditions.

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/2/2024 I ordered a cabinet project from merchant at $4,438.17. One 11/8/2023 the cabinet order was delivered to my home. On 11/9/2024 a professional cabinet installer contracted with Cabinets to Go started the installation of the cabinets. The installation could not be completed because both side panels of the smallest base cabinet had damaged corners. The installer took pictures and sent them to Cabinets to Go customer care. Case #**********: ST *** ********** ****** ****** SO91823237-The corner sides of the base 12 are bent and torn. I received an email confirmation on 11/11/2024 that the replacement parts were ordered. On 11/21/2024 I texted the installer to see if they heard anything about the replacement cabinet pieces. They said they would check with the store. I called the Cabinet to Go customer care line the same day and all they could tell me was the pieces were back order and they would escalate. I called the local store on 11/22/2024 and was told my sales person would be told to call me. The sales person called me on 11/23/2024 and said he would investigate the problem on Monday 11/25/2024. I did not hear anything from the sales person, so I called him today 11/26/2024 and he said they were back order. I am not sure at this point if this project will ever be complete and would like to see a resolution.

  Business response

  12/03/2024

  We have cancelled the order for the panel and have ordered the whole unit. It should ship on the next store truck.

  Customer response

  12/03/2024

  I am not closing out this complaint until the job is finished.

  Customer response

  12/03/2024

   
  Complaint: 22609623
  
  I am rejecting this response because: They told me a cabinet was ordered, but has not yet arrived. I am keeping this complaint until after the cabinet project is completed to our satisfaction. 
  
  Sincerely,
  
  ****** ******

  Business response

  12/10/2024

  The item has shipped from our distribution center en route to the store.

  Customer response

  12/16/2024

   
  Complaint: 22609623
  
  I am rejecting this response because: Cabinet has not been installed yet but is scheduled to be installed on 17 December 2024. Once the cabinet has been installed to our satisfaction, I will close this complaint as resolved. 
  
  Sincerely,
  
  ****** ******

  Customer response

  12/17/2024

   
  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. Installers came today to finish the project as described in the contract documents. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On August ****** we agreed to have cabinets installed . They haven't stuck to the design in the contract

  Business response

  10/24/2024

  We have ordered the needed items.

  Customer response

  10/24/2024

  And what new desgin do you have to fix the problem 

  Customer response

  10/28/2024

  And what new desgin do you have to fix the problem 

  Business response

  11/11/2024

  The customer's choice of sink is why the design had to be altered. The weight of the sink didn't allow for access to the dead space by the sink as it would have required altering the sink base cabinet.

  Customer response

  12/04/2024

  See attached

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased cabinets from our local Cabinets to go store in ***********, ** to find that they came damaged. Every box we opened had some sort of damage (warped boards, paint peeling, defects in the paint, etc) so we called the store and the salesperson told us to take pictures, install them anyway so we can get the sink ordered and countertop measured; in the meantime, put in a request to the corporate office for replacements. While we were installing the salesperson mentioned that we should not tell the corporate office that we installed them already because they wouldn't ask for them back anyway - we were not going to lie to anyone. When we called and complained that we received damaged items and should not be charged full price for scratch and dent, they responded that the terms and conditions stated that we voided our warranty by installing them - even though their company representative told us to do so. We now have damaged cabinets installed and no warranty. They should not be allowed to sell cabinets in this condition and not stand behind their product. We are going to dispute the charge at the financing level and if we have to, go to small claims court for at least half of the cost. We would have settled with them if they reduced the cost to scratch and dent quality cabinets - which would have been fair.

  Business response

  08/13/2024

  I spoke with this customer yesterday and advised him our terms and conditions state not to install damaged products, installation is deemed accepted. We did not tell the customer his warranty was voided. We offered to replace the damaged parts on 8/12 but he customer refused and requested compensation. We do not compensate for warranty issues. Our warranty states our sole obligation is to repair or replace any non-conforming component.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought the pine XRP flooring from Cabinets to Go, told me it was great, scratch resistant,etc. Had a professional install it and it scratches easily. I have no big dogs, no young kids, it's my husband and I. I had this laid throughout the whole house 3 bedrooms, living room, kitchen, laundry room and hallway. I love the color, the wide planks but devastated I spent the amount of money I did and this floor is the worst. I'm so scared to drop anything on it as it will dent it!! Truly disappointed. I did complain about it, they had someone come out but basically said it was my fault. There are scratches in several areas. It's just awful and this company should not be allowed to sell these floors. I'm thankful I don't have young kids or animals otherwise it would be worse!!! I would like to get a refund or at least something towards this, it's been a year and a half since they've been installed. Like insaid I bought enough to have installed throughtout the whole house. Thank you

  Business response

  07/15/2024

  No refunds will be given. We covered the cost of a 3rd party inspection in 2022. These issues were caused by the customer. She stated via email 12/30/2022 she drug something across the floor causing damage and also dropped something on the floor causing damage. I'm attaching the independent inspection results as well stating the issues were caused by impact. We shared this inspection with the customer 01/23/2023.

  Customer response

  07/17/2024

  Yes they did come out in 2022 and inspect. I have scratches and placed it the email not sure how that happened.  I did admit to something dropping on the floor,  (out of the fridge was an ice pack) but the scratches absolutely not. Below is exactly what I sent to them regarding my initial complaint. I had a scuff **** that made a ****.... these floors are not durable at all!! I've read reviews and other people have complained about scratches as well. 

   

  One dent, not sure how that happened. 
  Scratches not sure how that happened
  Scuff ***** I was sliding something across the floor and it made that ****
  Other dent, something fell out of the fridge and it made a dent
  Chip.. something fell on the floor and it chipped
  
  
  
  
  These are supposed to be scratch resistant. The prior flooring I had for 18 years was better than this. I had little kids with the other floor, now it's just me and my husband. These are not durable at all. 

  Customer response

  07/18/2024

  Yes they did come out in 2022 and inspect. I have scratches and placed it the email not sure how that happened.  I did admit to something dropping on the floor,  (out of the fridge was an ice pack) but the scratches absolutely not. Below is exactly what I sent to them regarding my initial complaint. I had a scuff **** that made a ****.... these floors are not durable at all!! I've read reviews and other people have complained about scratches as well. 

   

  One dent, not sure how that happened. 
  Scratches not sure how that happened
  Scuff ***** I was sliding something across the floor and it made that ****
  Other dent, something fell out of the fridge and it made a dent
  Chip.. something fell on the floor and it chipped
  
  
  
  
  These are supposed to be scratch resistant. The prior flooring I had for 18 years was better than this. I had little kids with the other floor, now it's just me and my husband. These are not durable at all. 

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a kitchen with Cabinets To Go in June 30 2022. Order SO91507212. It was installed, the kitchen looks great. It has not been a full 2 years and one of the cabinets side trims are peeling. I called cust/serv, they are telling me that is not included in the lifetime warranty. I just want Cabinets to go to repair the trim. This cabinet should last way longer than 1 year 9months. this is not an installation problem. the cabinet is defective to separate like that.

  Business response

  03/11/2024

  The limited lifetime warranty is only for cabinets.The item pictured is not a cabinet. It is a Formica countertop end cap kit. The warranty for Formica tops is 1 year. This can be found on our
  website.

  Customer response

  03/11/2024

   
  Complaint: 21407618
  
  I am rejecting this response because: Cabinets To Go should be ashamed of a 1 year warranty on the counter tops. I guess I will try super glue. I will never go back and purchase anything from you. My IKEA kitchen is so beautiful and lasting much longer than your items.  I'm very disappointed with you.

  You really need to try and keep your customers by doing small repair. I would have felt better if you came and glue it. It would have made me feel as if you cared for your customers.
  
  Sincerely,
  
  ***************************

  Business response

  03/12/2024

  Cabinets To Go's warranty is in line with industry standards for Formica tops. The industry standard for warranty on Formica countertops is 1 year.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased cabinets from this business on January 3rd since I am remodeling my kitchen. I paid $15,712 for cabinets and countertops. The store manager, ***** took my order and I paid in cash. I was then called on 1/08 later stating she had forgotten to charge me $817.24 for some cabinets so I paid over the phone with my debit card understanding we all make mistakes. On 1/12/24 she called me back and stated she charge me less for the countertops I was wanting, the amount $1138.86 so again I paid over the phone with my card. Lastly ***** reached out to me again stating she was still short on countertops $119.88. I decided to cancel the countertops since this was getting out of hand. It took 3 weeks to get my refund check of $5753.81. I don't even know if that amount is correct and just taking there word for it. I have called 3 times to customer service and they refer me to the store which is so frustrating because I feel like I am getting no where. I asked I want everything in writing since I no longer trust them but they have not provided me anything and I feel are just ignoring this request. I would like to have an itemized statement of what I paid for and the refunds they provided. They also provided a refund in the amount of $217.24 for a spice cabinet that did not fit and I returned. I was told they were not going to refund me the $150 for installation since they paid for it. I was told that the $99 that I paid for measurements was going to be refunded and was told this was already refunded which I have not received a check or credit in my account. My ******************** were installed on 1/24/24 and I am still waiting for the installer to come back and fix two cabinets that are pull out cabinets and one drawer that needs to be replaced because it was damaged due to poor installation. Its been ten days and I have not heard of when it will be delivered or fixed. Again I am wanting an itemized statement so I know what I was charged and what I was refunded and what to expect

  Business response

  03/14/2024

  A representative contacted the customer this week with an update.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We placed an order for cabinet for our kitchen on January 20, 2024. Per *********************** order will be delivered on Feb 11th the date we requested because we are currently living out of state in CT. Will be moving permanently on April 1st 2024. Trying to get kitchen remodel prior to moving in permanently. We traveled from CT to TN for the delivery and installation. Per ************ he forgot to place order & will place it on Feb 11th to try and have it to us by Friday the 16h & installed on Sat the 17th. We were planning on heading back to CT on Sat now we are delayed. ****************** at corporate office mistakes do happen and delays as well. No compassion or sympathy what so ever, I told her if we don't get cabinets deluverd by Friday mid day we will request full refund. For the amount we paid in full on Jan 20th in the amount of $22,637.92 her response was that they will collect 25% of the amount we paid for restocking fee, I told her what restocking fee. The cabinets were not ordered when they should have. I told her I will file a complaint with the BBB, her response was go ahead. Not very good customer service. We just want a full refund no more, no less please. Thank you for your ************** would greatly appreciate any kind of help. Thanks again

  Business response

  02/15/2024

  Per our terms and conditions, all lead times given are estimates. We don't guarantee delivery dates. Also, all cancelled orders have a 25% restocking fee.

  Customer response

  02/16/2024

  We received order today Feb 16, 2924. @ 4pm. Per contractor cabinets will be installed between Saturday 17th & Sunday 18th. Everything is in boxes, will not know till tomorrow that contractor open boxes to make sure no damages prior to installing. For now we are ok even though this was one month late. Will get in touch if any damages and issues getting replacements. Thank you 

  Customer response

  02/23/2024

  Final day of installation of cabinets was February 18th. ******************* was to contact counter top installer by Tuesday Feb 20th since Monday was a holiday. Installer to call us to schedule installation date & time. We haven't heard from neither one. We called ***** twice have left 2 messages to please call us with information or at least name & phone number of counter installer and we have not have had our messages returned. I need a call back with this information so we could call counter installer ourselves & schedule installation on our next visit to our home in ********* the first week of March. Thank you for all your help with this issues. 

  Customer response

  02/26/2024

   
  Complaint: 21291857
  
  I am rejecting this response because:

  Date Sent: 2/23/2024 10:14:00 AM
  Final day of installation of cabinets was February 18th. ******************* was to contact counter top installer by Tuesday Feb 20th since Monday was a holiday. Installer to call us to schedule installation date & time. We haven't heard from neither one. We called ***** twice have left 2 messages to please call us with information or at least name & phone number of counter installer and we have not have had our messages returned. I need a call back with this information so we could call counter installer ourselves & schedule installation on our next visit to our home in ********* the first week of March. Thank you for all your help with this issues. 
  
  Sincerely,
  
  Jack & *********************

  Business response

  03/14/2024

  from 3/11: it is being templated today. The customer is not local and scheduled it for when he is in town

  Customer response

  03/14/2024

  The counter top was tempted on 3/11, but when my husband called to schedule template sate he was told 3 granite slabs were going to be ordered in order to have everything on hand once template is complete. They were not ordered till 3/14 they will not receive them till 3/18 & cut on 3/19 and possibly have it installed on 3/20. We told them we are here till 3/21 & have to head back home. Hopefully everything will go smoothly because as of now we are pushing it. Again they promise one thing and deliver another. Still not happy with service. Thank you 

  Customer response

  03/25/2024

  I responded on my complaint and the cabinet issue has been resolved, but we also ordered the counter tops through cabinets to go as well and they were installed on Friday 3/22/24 but they were missing 2 pieces and are to come back on 04/02/24 to complete installation. We refused to sign off on it till the service is complete. So no issue has not been resolved. Thank you for all your help 

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered almost $7,000 worth of kitchen and bathroom cabinets from cabinets to go at the beginning of January. They came damaged on January 18th and there were missing parts. I notified Cabinets to Go about the damaged pieces and missing pieces on January 19th. I sent the store the size and pictures of the cabinets. They told me that the replacement pieces would be on the truck the following week. Based off that information I rescheduled my granite to be installed the week after the replacement and missing pieces were scheduled to come in as their schedule was getting busy. I received a phone call from Tylor that following week letting me know that nothing had been done with my case. He said that now he needed pictures and the size of the cabinets. I verified that the store had already sent that into the customer care center. After I sent him pictures and sizes, ***** then proceeded to ignore my emails and calls. I called in everyday demanding an update which no one could give me. Nobody at Cabinets to Go could tell me when i was going to receive my damaged/missing pieces. My newly scheduled date for granite then passed and we still had no answer on when I was going to receive the missing pieces. The store was told, which they then told me, that that I was going to receive them by February 2nd. I then requested to return all of the unopened boxed of cabinets. Their policy states that I am allowed to return any unopened boxes. I have sent in over 8 emails requesting for these cabinets to be picked up which they ignore. I have talked to several supervisors to return these cabinets which they then beg me not too. CABINETS TO GO WILL NOT HONOR THEIR POLICY ON RETURNS!!! DO NOT BUY FROM THEM!! They keep saying someone will call me back about the return but they never do. Take the cabinets and give me my money back. It states in your policy that I signed with you that you would allow returns on unopened boxes now honor it! Next request is going to be sent by my attorney

  Business response

  02/06/2024

  The damages weren't reported to customer care until 1/25. The order has been processed and shipped with a  *** tracking number of 1Z210W5F0396925666. Returns are accepted within 30 days of receipt. The customer is responsible for returning items, we don't pickup returns. All returns have a 25% restocking fee applied.

  Customer response

  02/06/2024

   
  Complaint: 21251927
  
  I am rejecting this response because:
  

  Receiving the notification on 01/25 is 100% completely false. I have text message records and phone call records where everything was reported to Cabinets to Go on 01/19. They can talk to **** at the ************** store and she will confirm this. She was told from their customer care team that the replacement pieces were going to be on her truck headed to her store by the end of the week 01/25. She notified me of that on 01/19. Why was she told that if they didn't know about it till 01/25? Does that make any sense? Then she was told they were going to be on the truck headed to her store by the end of the week of 02/02 which she relayed to me. They hadn't even ordered the parts when I talked to them the morning of 02/02. I have asked about the return process in 8 separate emails and phone conversations. This is the first I am now being told about I have to bring them to the store and I'm going to be charged a 25% fee because Cabinets to Go failed to delivery me my full shipment and product that was not damaged. Had Cabinets to Go delivered on their promise of having the pieces delivered to me when they initially said than I would not have been asking for a refund. 

  
  Sincerely,
  
  *********************************

  Business response

  02/07/2024

  Per our terms and conditions we don't guarantee delivery dates. Also, they advise the customer to contact ************* if they have damages as we handle claims, not the stores. ************* was not made aware of
  damaged items until 1/25. Our return policy listed on the sales order covers the 25% restock fee and that opened merchandise is not returnable.

  Customer response

  02/12/2024

   
  Complaint: 21251927
  
  I am rejecting this response because:

  I was advised to contact the store for any issues which I did. The store than contacted customer care on January 19th which is why the store representative received the response back that it would be on her truck the following week. The replacement parts that were ordered for me arrived finally after waiting 3 weeks with missing pieces.... again. I'm not suprised by this. If you want customers to contact customer care directly make sure that the people on the other line can speak fluent English. When I had to talk to customer care, you could barely understand anything they were saying which is why I asked several times to speak to supervisors. The facts are: I am still waiting on another order. I contacted who I was told to contact. ******** care dodged my calls and emails and my numerous request to return the cabinets. Now, Cabinets to Go is failing to take any responsibility *** anything in this matter. This shows me where Cabinets to Go focus is on which is not their clients which keeps them in business. 

  
  Sincerely,
  
  *********************************

  Business response

  02/20/2024

  The case was submitted on 1/25/2024 by the store manager. The claim items were shipped 2/4/2024 with a *** tracking number of 1Z210W5F0396925666.Customer Care handles all claims and we don't give stores arrival dates for damaged items. All customer care reps speak English. The customer spoke with multiple supervisors and was advised of our return policy. There are no current open orders for this customer. If the customer is needing items or is missing items that needs to be reported to **************

*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. ↩