ComplaintsforCabinets To Go

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On January 20, 2024 I ordered cabinets from Cabinets to Go. I also paid them $99 to come out and measure so that my cabinets would fit. On April 10, 2024 I received a call from the manager telling me he made a mistake and I needed to pay more money so he could return the wrong cabinet and get the right one in. While the person was installing my cabinets he had already drilled the holes when we noticed that the sink would be off centered and so a spacer was but in. I have parts missing on the lazy *****'s, no trim, and the spacer has splinters. The upper cabinets don;t fit on the overhang, the cabinets don't go to the window as I was shown in the diagrams. I call the customer service line and I have not heard back from them since April 22, 2024. In the meantime I have no kitchen or sink.

• Initial Complaint

  11/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 27, 2022 I purchased $11,256.61 of cabinets in cash to remodel my kitchen. I am also remodeling the bathroom, living room, and 3 bedrooms in my ranch home. I was told delivery would be August 1 2022. On July 1, 2022 I received an email that the cabinets were back ordered and would arrive late August/early September. Waiting an additional 4 weeks was not a problem as I liked the cabinets. I am now going on November 25th and the cabinets have still not arrived. I have been calling Cabinets to Go almost every 2 weeks since September and all I get is excuses, they are on a ship coming, they are stuck at a port, they are stuck in customs, the glass doors are delayed. Every time being told that it would be another 2 weeks. When I contacted customer service about getting a discount for having to wait so long they said they cannot give additional discounts the store has to give those additional discounts. When I contacted the store manager again about an additional discount for having to wait, **** the ** told me that customer service can only give the discounts. I am just getting the run around and excuses. Meanwhile, my elderly parents and I are living with no appliances, no flooring, doors and a entire house unfinished because everything depends on the installation of the cabinets. I have flooring, cabinets, and doors that I have had to reschedule delivery several times because I have no cabinets. I have also had to pay for storage of our furniture for this entire time. I want my cabinets ASAP and a Substantial refund in cash for the inconvenience of waiting 3 additional months.

  Customer response

  11/29/2022

   received this text on Sunday 11/27/22 regarding delivery of my cabinets.  I did respond to confirm delivery, but am not sure if this  is another delay tactic.  I have not received any calls from the actual Cabinets to Go store.  If this is true that I will receive the cabinets on Thursday, I still feel I am entitled a refund/additional discount in cash for the delay and poor customer service.
  
  Sincerely
  *********************
  

  Business response

  12/01/2022

  Our terms and conditions state we don't guarantee delivery dates and recommend customer not remove existing ******************** until they receive their order. We do not compensate for delays.

  Customer response

  12/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  Although , I have reviewed the response made by the business in reference to complaint ID ******** and are satisfied  I do still feel that in the future when substantial delays occur the customer should be notified again and given an other opportunity to change their order.  I also believe that your customer service and your stores should be on the same page.  Customer service supervisors should not tell customers that the store can give additional discounts while the store tells the customer that customer service can give additional discounts for the delay.  I have been in retail for over 25 years and that is not how to keep customer returning.  I will say I will be a non returning customer in the future. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  09/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  April 16, 2022 Purchased 30x 42 ********* wall cabinet Shipping damage on one door Complaint filed immediately after opening carton Its been almost 6 months and no replacement part made available or offer of a discount or refund I receive the same weekly email telling me they have no date for when a replacement will be offered.

  Business response

  09/26/2022

  We have the door on order from the vendor. As soon as we have an update we will pass that along to the customer.

  Customer response

  09/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  this door supposedly has been on order since April 26th so no I do not accept this open ended response from the supplier. I want an actual date or a date in which if I have not received a replacement I will receive a full refund 

   

  its one excuse after another with this supplier and I want an actual resolution with no more delays

   

   

  
  [Please type your response here.]
  
  Regards,
  
  ***********************

  Business response

  09/27/2022

  Our products come to us via cargo ships. There are known shipping delays with cargo ships, we can't control that. Until we have the product we can't offer a solution.

  Customer response

  09/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

   

  You have not offered anything of substance in that you have no vessel or sailing date. port of departure or port of arrival. I have no proof my part is even inbound. I am in supply chain so I am aware of how logistics works, if this door was ordered in April when I noted the damage it would not still be on a vessel. You could have also sent it via airfreight and asked me and I would have partnered on cost of air freight as having a cabinet with a smashed door is not really awesome. I would have gladly paid half of that cost to get an actual non damaged door.  

  Please make an actual effort to get me this part and/or something more concrete than "it's on the water" my suppliers in my profession give actual vessel and sailing date and if on the rail where it's at. Your generalization of delays also is not factual in that actual port delays these days are very minimal. I know this as I import on a regular basis. 

   

  Regards,
  
  ***********************

  Business response

  09/28/2022

  The current ETA is November.

  Customer response

  09/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

   

  I will leave this complaint open until such time as my replacement door has been received.

  
  Regards,
  
  ***********************

  Business response

  10/11/2022

  Our products come to us via cargo ships. There are known shipping delays with cargo ships. Once we receive the part we will update the customer.

  Customer response

  10/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  Thanks for the response. I am going to keep this complaint open until my replacement part is received in satisfactory condition. 

   

  
  Regards,
  
  ***********************

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had C2G provide a kitchen design for our remodel. We obtained all cabinets and countertops from them in Nov 2021. Here are the issues we've encountered, many will unresolved. -Sales associate is primary problem. A repeated pattern of lack of oversight, attention to detail, rushed work has delayed our project by months. -A 3 inch spacer was omitted without us being informed leading to misalignment of our fixtures -A spacer was not included next to our refrigerator which has resulted in us not being able to open the adjacent cabinet door fully and the finish rubbing off the door onto the refrigerator. -She forgot to order two cabinets; lied to us saying we didnt have one there prior so it wasnt included which is false. When they were ordered, the wrong size was ordered, delaying us further.-Forgot to order trim pieces for the top of two cabinets. this is still unresolved. -The counter top installation was extremely poor and damaged our walls and cabinets. We had to have a portion replaced and people once again come back to fix issues. The damage to the cabinet is still unresolved.-The cabinet edges are already starting to show wear. they will not hold up long term I have attempted to contact the store and she has not returned my requests for resolution. I have contacted the corporate number twice asking for resolution and no one has returned my calls. I have spoken to a contracted company who did the measurement and installs the cabinets and have not gotten a phone call back. I have requested three messages be left with the regional manager and none of them have been answered. We have spent an incredible amount of money on this project and have been living without a functioning kitchen for three months due largely to the incompetency of C2G.

  Business response

  04/26/2022

  The customer has been in contact with the regional manager via emails visible on her account. He has advised the customer we are working on the issues.

*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. ↩