Cabinets To Go

Don't don't don't do business with these people. I understand that with the virus things take longer...ordered in Nov...got them in March. Becky kept telling me they were one cabinet short so I have to keep putting off my contractor which put me out 6 weeks every time I had to reschedule. Becky told me on a Friday cabinet would not be in for at least another 2 weeks since they won't be having a truck for then.. James called me on Sunday and told me it was in...lack of communication within and with customers is a nightmare and they can't seem to keep help and I do understand why. So my cabinets came in, contractor picked them up, got to my house and told me they are all unassembled. I was furious as no one told me and I dealt with 3 people(communication) my contractor said he did not fir that in his schedule but he would put 1 together to see how it goes..cam locks were put on backwards, 2 of them were lifting and the front was scratched. I called the store and Becky said to bring them back and I could talk to James..loaded up the car, woman from the Tampa store who was working said James had the day off(communication) to come back tomorrow...I said I don't think so. Took them in the back to their garage and out of my car and stood them up against the wall in the doorway. The woman threw them on the floor one at a time and kicked them into the building. When I spoke with James he said he came in and the boxes were all strewn across the floor from me and I told him it was his woman that did that and that I have a video on my phone. he shut right up. Anyway, James is rude and a total airhead and nothing is about the customer. He said he had to speak to his manager and I got a credit this morning minus $400 restocking fee...I am livid and will fight this until I can't fight any longer. I got a restocking fee: who I am witness to them throwing cabinets on the floor on return. I have filed a dispute with my CC company and if that doesn't work it will be small claims court. They kiss a[censored] as long as things go their way but if you disagree watch out for the attitude which I saw quite a few times! I called James manager Bean(or whatever) and he is not returning my calls...but why should he?
I have a letter from my contractor and a video of the return...the woman actually told me to take it on proof of return...didn't expect the extra plus of the cabinets being thrown around..and pictures of the damaged cabinets...so bring it on!
you can see in the picture..connectors are backwards...scratch in wood...chunks missing around connectors.
I have contacted the President and CEO so lets see where that goes!

The cabinets themselves are easy to assemble and install. Well designed except for drawer fronts where there’s a slight predrilled hole in center only and has no pre drilled hole for pull bars.

Customer care has been fairly awful. The office I ordered cabinets through ordered one different than my design but had same dimensions. When I called and said they explained this to me and I knew what I was getting, which was a bold lie since we communicated details of the order via email and there was no record of that “explanation”. When they finally agreed to give me the cabinet that would fit the design and I showed up to get it, he charged me 50 bucks cash but didn’t tell me that before I drove out so I had to go get cash.

2nd and more frustrating problem has been they sent me a farmhouse sink apron frame with the finished painted front frame broken. They say it’s on backorder and could take a month and a half to get here. This is a stock cabinet which by definition should be in stock! Meanwhile my kitchen is currently inoperable because countertops and sink are awaiting this pieces. The customer care, though friendly and nice, have not been clear or creative in how to resolve this issue quickly. I have had to call every day to find out more and more details about this and have seldom received a follow up call to update me. They haven’t been able to find alternate solutions either. Generally, this has been a very unpleasant and frustrating business to work with but perhaps this is a one off.

In early January I visited the Cabinet to go store in Raleigh, I paid for them to come out and measure . After a few days I had not heard from anyone , So I called and talked to the manager , They final came out a few day's Later to measure. I then waited a coupel of day and had not heard from them so I called again made an appointment to come in for a design. We came in Purchased Cabinet , Counter top and Flooring. We wrote a check because I need to move cash over to pay for the Cabinets. The Manger Told me he would email me the contract to sign that day. I was told the Cabinets would be in the next Monday . Two day later I had not received the contract so I called again. Finally the contract was sent to me I came back in that day to sign it. Two Day later I get a call from the Manger and I had filled out the check wrong so the bank would not cash it . I told the manager I had moved the money over so I would just use my card if he would cancel the check. He said he would call accounting and then call me back in a few minutes - he never did . I called back again the next day and he had not got with accounting and was with a customer so he would call me right back . I asked him if this would effect my delivery and he said no . He never called me back - This was now Saturday with my cabinet due on Monday . On Monday Moring I called him again and asked if the cabinet were in , I was told they were canceled because the check did not go though and it would be the next week before they would be in . I called the regional manager and informed him what was going on and almost cancel my whole order . I calmed down called the manage back and gave him the card number for payment. During this whole time I had not heard from any of the installers about scheduling the installs. After getting the regional manager I finally go t calls from both installers . The cabinet and floor guy said he could do it the next Wednesday and Thursday and the countertop guy could come out on Friday to template the counter tops . I told this to the counter top guy He said call him when they we complete. Meanwhile I get a call on the next Saturday saying my cabinets had arrived but not the floor. I call on Monday and it turn out that both were there. They Start installation on time Wednesday and Had finished the cabinets so called the counter top guy and he said he would call me back when he could come out and template . Also I had 4 case floor leftover that the installer returned for a credit minus the restocking Fee . He finally called back on Friday and came out the next Monday . A few day went by and I had not heard anything so I called the Counter top people and I was told they were waiting on Cabinets to go to approve . I called the manager and he said he had nothing in his email so it must be fine . He did not know I talked to the counter top people and that they said they were waiting on him . I then called the regional manager again. I still had not received the credit for the Flooring and told the Regional manager. Later that Night I got an email saying there were changes and there was a balance due. Mind you we were going off the measurement that Cabinet to go made so any changes they should have eat . But to move this process along - I called the manager the next day and paid the extra $55 . Later that day I got an email from the counter top people with my order and that they would be calling me. That was Friday - Monday I called and left several messages and no one called me back . So Tuesday I called several time and final got someone , They told me they were still waiting for approve from Cabinets to go . I told them that was done and I had an email - They final transferred Me to Mark and said he did not know why they had not called me and that he had sent the order in but that he would check with the fabricator and call me the next day . 24 hours later he had not called - I called back and got voice mail - His personal Cellphone mail box was full . So I called both the Cabinet to go regional manage and the majestic cabinet sales manager . At 7:00 pm Last night Mark called me back and said that he had to check to make sure they had the material to make my order . Mind you that the order was placed over a month ago and the change was 1 square foot of product . He said he would call me back by 12pm today . He called to inform me that they did not have the material and could not give me a date for install until he had them in hand and that he would give me a call first thing in the morning . This is insane - I deserve compensation for all this incompetence.

This customer ordered a vanity cabinetIt looks like it was ordered incorrectly in our systemWe can cancel the order and refund it back to the card usedIt could take days to do soWe apologize for the inconvenience

Final Consumer Response / [redacted] (2000, 6, 2015/12/15) */ The business said they have our parts on the shipment todayWould like to cancel report/complaint for the time being

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] The business continues to be dishonest if they were provided with measurements from my contractor they should be able to a copy of the measurements that he provided and explain did they speak with him directly did they obtain the info from him by phone email or text? Where are these supposed measurements ?? The only thing the can provide are the layouts and NOT the information that they are claiming came from him Their continual lies are a clear indicator of how they do business In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] I still have not recieved my fifty dollar deposit and your seven days are up It is bad enough this company is using a bait and switch which is illegal in the state of Wisconsin but the owners take deposits from customers they will not return and use the excuse the national company will make the payment and neither will return your money, just another example of the illegal policies used by them I want and deserve my deposit back [redacted]

I did advise our accounting department to cut a check but I did follow up with them today and they stated she will have the check within a week

Revdex.com:At this time, I have not been contacted by Cabinets To Go regarding complaint ID [redacted] .Sincerely, [redacted]

Sent: Thursday, February 04, 10:AM Subject: Cabinets To Go! # [redacted] Good morning, Thank you for contacting Cabinets To Go! Customer CareCan you please provide the store you are trying to contactOnce we get that information, we can forward your message to the appropriate departments to handle this dispute If you have any further questions or concerns please do not hesitate to contact Customer Care at [redacted] Again, thank you so much for your patience and thank you for contacting Cabinets To Go! Thank you & have a great day, [redacted] C u s t o m e r C a r e Cabinets To Go! [redacted] [redacted] Visit us at: www.cabinetstogo.com

Sent: Monday, March 26, 8:AM Subject: Revdex.com Case # [redacted] - Cabinets To Go We do not agree with this customers complaintShe lifted her cabinets much higher than the industry standardWe have come up with a solution for this customer and are willing to help her resolve thisThank you, Barry [redacted] Store Manager S Sam Houston Pkwy West Houston, TX Store: 281-846-Fax: 281-966-

Dear [redacted] , I'm writing in regards to the complaint received from [redacted] I must say I'm both disappointed and confused at this pointAt every step in this sales process Cabinets To Go has gone above and beyond in our attempt to satisfy [redacted] Cabinets To Go provides ready to assemble cabinets as pointed out on both our website and our terms & conditions, which were both explained and initialed by [redacted] The fact that she is stating that she was not aware that assembly is required is confusingDespite this fact, Cabinets To Go offered assembly at no charge to [redacted] This is not a service we are set up to offer as we are solely a retailer of cabinetsRegardless we gave her a date of assembly by April [redacted] and we completed the assembly by April *, She complains in her email we took too long to assemble the cabinets even though I reached out to her to let her know we had completed assembly on the cabinets but she stated she would only be able to pick up the cabinets on April **, Regarding the measurement of her kitchen, we did send out a service which provided a measurement of [redacted] 's kitchenWe later informed [redacted] that the measurements provided were wrongHer husband informed me via phone that they had hired a licensed and insured contractor to re measure her kitchen and perform installationThe measurements provided by her contractor were used to design her kitchen and order her cabinetsWhile we can not confirm the measurements provided by our measurement service were incorrect we none the less refunded her the measurement fee of $Now we are being told, that the measurements are incorrect, which makes me question her contention that the measurement provided by our service was wrongAny designed done and cabinets ordered were based upon the final measurement provided by her contractor and were agreed to and signed by [redacted] Regarding [redacted] comment in regards to being charged for cabinets she didn't use, she is referring to a door which she was not charged for [redacted] requested for a glass door, which a solid door comes included in the box at no additional cost Attached are signed Term & Conditions that [redacted] has signed and InitialedCabinets To Go prides ourselves in providing superior customer service, and I believe we have done no less in this caseIf there are any questions I can be reached at [redacted] ###-###-#### Thanks again, Qiana G [redacted] Store Manager

Initial Business Response / [redacted] (1000, 8, 2015/07/09) */ The fronts for this cabinet is being filled with the arrival of new productWe have been experiencing longer than lead times with the port strike that happened in and now ending this yearThe ports are still just now getting back to steady lead timesCustomer was not satisfied with the stores ETA on the initial order of these and talked to someone different at corporate who tried to satisfy the customers demandsWhich actually by placing them on a new order changed the dates of the original order date and pushed the fronts out even furtherWhen the fronts come in the customer issue will be resolved and full refund of the fronts will be given per the Store manager at the site in Blaine Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called the National Customer Service office on 7/9/The representative was "surprised" that I hadn't received the missing piecesShe shared the missing pieces had been in stock "for awhile" and that she would FedEx directly to meI received the pieces I needed on 7/17/ Today, 7/20/I am contacting the store manager for my refund, therefore, I wish to have this remain open until I get my check, as I suspect it won't be voluntary on his part to issue the refund Its important to note that from a customer service standpoint, I should be able to call the national customer service team anytime I need toAnd its also important to note that "another order" was created almost months after I made my first call to the National Customer Service teamThe fact that you had to create another order two months later puts a flaw into your ordering processes, and creates unnecessary delay for your consumers Final Business Response / [redacted] (4000, 12, 2015/07/24) */ I have sent in to the corporate side to credit the account on file for the amount of $The original cost of the drawer fronts and taxThis will be the only credit to the customerThanks

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] I am a dialysis patient who is on a 2nd shift MWF schedule I was not at home when the job was completed I had no opportunity to inspect the final installation My husband did sign but neither he nor the installers discussed his signing for me I think it was unreasonable for them to ask him to sign for me without at least discussing it with me As soon as I saw the cabinets the job looked incomplete I immediately wrote an email to Barry to discuss my concern I sent a picture of what looked like an unfinished job I asked if a piece was missing Barry never responded to my email I do not feel this case is resolved Regards,

Initial Business Response / [redacted] (1000, 11, 2015/11/16) */ Mr [redacted] signed our terms and conditions which states clearly that we will replace or repair at our opinion any cabinet or its components which appear to be defectiveWe cannot guarantee time frames we do not pay labor costs which is also stated in the terms and conditions that was signed We did replace all of the items he was asking for and we did ship and expedite everything to him Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Cabinets To Go has the horrendous customer service, and excessively poor qualityConsumers ought to know going into a purchase with them that once cash changes hands, support is reduced to the letter of the law per the signed agreement (as noted in their response to me)Damaged and poor quality in initial delivery is acceptable to themTheir customer's wasted time and delayed projects are acceptable to themConsumers should avoid them, and pay the extra few hundred dollars from reputable cabinet suppliers to buy assembled cabinets

This complaint relates to a large dollar kitchen cabinet order that has not been fully delivered and damaged pieces of the order not replaced as guaranteed I have made numerous calls to the local vendor as well as to the companies national customer care call center with no resolution or response to all of the many outstanding undelivered product Upon receipt of the product 8/20/(cabinets, doors and drawers, there were + damaged upon opening of the cartons Photos and details were submitted and only replacement parts have been received In addition hardware door pulls and cabinet handles were supposed to be sent directly to my home back in August and to date only a small % (out of 34) have been received This is a national company with based upon their advertising as to the guarantee is deceptive Product_Or_Service: Kitchen cabinets Order_Number: XXXXXXXXX Account_Number: XXXXXXXXX

The customer has been contacted and installation has been completedAttached are signed completion forms

Re: Customer, [redacted] ***Dear [redacted] :I want to thank you for taking the time to assist the above customer with their complaintIn our business, it is not uncommon to find dissatisfaction and we pride ourselves on being able to assist with making the customer happy with their purchase Having said that, we understand there are times when that is not possible, and we are still willing to assist in any way we can to make the customer feel acknowledged and satisfied with their purchase.As is understood from the customer's perspective of the complaint, [redacted] ***, ordered cabinets on September 27, 2016, and she states that she had damage/defects in manufacturing to four cabinetsPer our Terms and Conditions, which she went through to assist her with ordering the correct cabinets for her kitchenUpon her contact with the store and Customer Care Department at the Corporate Office, she was informed that due to internal company wide logistical changes to better assist our customers, our main distribution center is in the midst of relocating from Redlands, California to Lawrenceburg, TennesseeWith all of the changes to ensure that we have accurate inventory as well as ensuring that we send the correct items undamaged and fully accounted for, there has been some impact in the deliveryWe have provided every effort to minimize customer concerns, and have done all in our power to ensure that any lingering customer issues are deals with as timely as possibleCurrent scheduling shows that the merchandise will be delivered by the end of next week,What the customer is requesting from Cabinets To Go, is immediate resultsWhile we strive to accommodate every customer request, especially within the instances of the inconvenience of our logistical issues, we are still working to ensure that we have the iters requested and are able to further send them to the customer as quickly as can be accomplished.We thoroughly appreciate the customer's patience and hope that we will be able to provide the merchandise that they purchased as quickly as possibleAgain, thank you for assisting the customer with their complaint, We will be making every effort to get the issues with the relocation of our merchandise inventory location completed so that we can focus on providing the needs of our customers as quickly as possible.Sincerely,Divyesh P***CabinetsTo Go [redacted]

This email is in reference to a refund I should have received regarding order fourXXXXXXXX
On 2/7/I placed the above order after paying for professional measurements by a contractor, *** *** recommended by Cabinets to GoI was told that Cabinets to Go would not be responsible for incorrect measurements unless they are measured by one of there contractorsThis order was delivered on 3/7/with items (scribe molding and soft close pieces) missing and assembled for installation by 3/10/
On 3/10/during installation we realized the cabinets were too big for the area because it was measured incorrectly #24in 3drawer base cabinets would not fitThe space was measured as 113.75in but the space was truly 112.5inI immediately attempted to call the store but there lines were busy and I was forwarded to the national operator who said they would email the store on my behalfI also emailed the store myself (email can be provided)
On 3/11/17, after no respons

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***