Cabinets To Go

Refuse to send a replacement piece from a defective piece
Six week ago we visited the Cabinets To Go and purchased two cabinets They arrived but with one problem The side panel was defective We called to report the problem, was given a claim *** We followed up two weeks later and no one could tell us the status Four weeks, still no one could tell us what is going on Six weeks out I called ask to speak with a supervisor and she stated they will reach out to the warehouseWe contacted them again today and no one could give us an update/status on where the replacement part is

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

Hi ***,
To design a kitchen it requires measurements to which our contractors went out to measurement her space, however the final measurements provided by her licensed and insured contractor were used to design and order her cabinets*** *** states in her most recent response that her refrigerator wall measurement needed to be verifiedThis is the same wall she is now referring to missing a 9xwall cabinet.
Attached is the final layout we worked on together based off of the dimensions *** ***'s contractor provided
The 9xStJames Mahogany cabinet at retail cost would be $169.99, My resolution is for *** *** to purchase a 9xwall cabinet and I will honor the same pricing she received initially of 35% offAt anytime she would like to move forward anyone of the representatives from Cabinets To Go in Freeport, NYor our customer care department will be more than willing to further assist her to complete her kitchen remodel project
Regarding the delivery, te general lead time is weeks for when our regional hub receives the cabinetsAt that point we call and set up a delivery date that works best for the customerThe delivery service is through a common carrier to which they follow their own policies and practices which is also stated in the Terms & Conditions that *** *** sign and initialedAs mention from *** *** she received a call a hour before he arrived with a window of when he was expected to arrive
If there is anything more you will need from me I can be reachedQiana G***
***
***
###-###-####

Ordered cabinets based on availability, cabinets partially came in, after reading reviews and asking for refund I was told there would be a 25% restocking fee on their failure to supply
Company routinely does this based on reviews

Have had cabinets on order for a very long time now Part of the order was delivered but the final cabinets have been delayed time and time again and each date they give me is not metIt is extremely difficult to get a return call from this business to even let you know the status of an order I have escalated this to their regional manager with still no improvement in either performance or responses etc.., I have tried to find how to contact their CEO to escalate this issue as it is costing my company a great deal of money in holding costs and delaysI have the CEO's name but no contact infoThis problem appears to be common with many of their consumers and needs to be resolved
Product_Or_Service: Kitchen Cabinetry

Cabinet to Go was informed of the measurement situation on 11/**/by *** ***. At the time of the initial call it was confirmed the kitchen layout was designed based on measurements which did NOT include a window and because of this were incorrect. Cabinets to Go quickly began
rectifying the situation and worked on drafting a new layout and locating the needed cabinets to complete the design. Please note the Cabinets to Go Terms and Conditions page was signed by *** *** on 8/**/which clearly states the following:"Measurements: The buyer is responsible for the accuracy of all measurements supplied to CTGCTG accepts no responsibility or liability for measurement errors. The customer is responsible for the final design approval."However, Cabinets to Go staff worked vigorously on rectifying this situation and making sure *** *** received ALL corrected items. On 12/*/Cabinets to Go *** all needed cabinets to *** *** at N/C*** tracking confirms a delivery date of Friday 12/*/14. The *** #'s are as follows:***
***
***
***
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:The measurements used to order the cabinets were the ones that Cabinets to Go's company provided the only measurements we provided was to the portion of the wall containing the fridge which needed to be verified because a portion of the wall was removed after it was measured by cabinets to go ALL other measuremesurents used were from Cabinets to Go yes they did offer assembly which was almost weeks after the original delivery issue and a date of 4/**/was given for pick up so all arrangements were made for that dateYES they contacted me earlier but arrangements were already made for the date that was given The company can continue to blame me but they cannot blame me for their lack of professionalismWhich was apparent through out my dealings with themThey ordered the wrong cabinetry for the sink area and when the order was to be delivered originally the driver did not contact me untill and hour and a half before the deliveryThere are numerous examples such as the ones just mentioned and the one outlined in my complaint .Things like that show their inadequacies as a business
Their resolution is only to blame me instead off doing the right thing .Also I was refunded the fee because while reading one of their booklets I found out that the fee is to be applied to a customers bill if they decide to purchase but that was not what I was told originallyWhen this was pointed out to them they refunded me the measurement fee.
It doesn't surprise me that they continue to contort the truth just so they don't have to give me inch cabinet!! I just want my initial deposit back and to be done with them once and for all
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely

The customer was in last week and we took care of everything

Dear *** ***, I'm writing in regards to the complaint received from *** *** ***I must say I'm both disappointed and confused at this point. At every step in this sales process Cabinets To Go has gone above and beyond in our attempt to satisfy *** ***
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 *** ***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 *** ***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 *** 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 **, 2016. Regarding the measurement of her kitchen, we did send out a service which provided a measurement of *** ***'s kitchenWe later informed *** *** 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 installation. The 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 *** *** Regarding *** *** comment in regards to being charged for cabinets she didn't use, she is referring to a door which she was not charged for*** *** requested for a glass door, which a solid door comes included in the box at no additional cost Attached are signed Term & Conditions that *** *** 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 ***###-###-#### Thanks again, Qiana G***Store Manager

This is in response to your letter of complaintThe customer was told that it was doubtful that the vanity she wanted was going to be available to sell but I had two of the model she wanted on
manifest but thought it was in errorWe! require a 50% deposit which would have been
$and I told her if she wanted to put $to be in line if I did receive it I would call herI told her at the time of her visit
that we could put similar cabinets in the same color together but she wanted to waitBecause she was insistent I felt that it was the best answer at the time
Her money has been refunded
Sincerely
*** ***
Store manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:The measurements used to order the cabinets were the ones that Cabinets to Go's company provided the only measurements we provided was to the portion of the wall containing the fridge which needed to be verified because a portion of the wall was removed after it was measured by cabinets to go ALL other measuremesurents used were from Cabinets to Go yes they did offer assembly which was almost weeks after the original delivery issue and a date of 4/**/was given for pick up so all arrangements were made for that dateYES they contacted me earlier but arrangements were already made for the date that was given The company can continue to blame me but they cannot blame me for their lack of professionalismWhich was apparent through out my dealings with themThey ordered the wrong cabinetry for the sink area and when the order was to be delivered originally the driver did not contact me untill and hour and a half before the deliveryThere are numerous examples such as the ones just mentioned and the one outlined in my complaint .Things like that show their inadequacies as a business Their resolution is only to blame me instead off doing the right thing .Also I was refunded the fee because while reading one of their booklets I found out that the fee is to be applied to a customers bill if they decide to purchase but that was not what I was told originallyWhen this was pointed out to them they refunded me the measurement fee.
It doesn't surprise me that they continue to contort the truth just so they don't have to give me inch cabinet!! I just want my initial deposit back and to be done with them once and for all
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely

I recently purchased my new kitchen cabinets from cabinets to go in fort myersI dealt with Jacki she was wonderful after running into a few issues on products being out of stock and being advised I was looking at a march delivery I was not happyHowever *** bent over backwards and in the end managed to come up with a solution to get my full order supplied on time Special Thanks to *** who went above and beyond to ensure she kept her customers happy thanks again ***

Re: Customer, *** *** ***Dear *** ***: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, *** *** ***, 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***

Initial Business Response /* (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 defective. We 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 /* (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 quality. Consumers 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 them. Their customer's wasted time and delayed projects are acceptable to them. Consumers should avoid them, and pay the extra few hundred dollars from reputable cabinet suppliers to buy assembled cabinets.

This customer ordered a vanity cabinet. It looks like it was ordered incorrectly in our system. We can cancel the order and refund it back to the card used. It could take 3 days to do so. We apologize for the inconvenience.

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

Mr. [redacted] has experienced delays due to shipping delays and design change. Estimate of time was based on available information at time of order.  We have accommodated each change as requested.   We have had issue with a few of the pieces being delayed by shipping issues.  
Mr....

[redacted] has been notified whenever there was an update to status and told that I would notify him when there was a change.
He would generally call inquiring twice a week or more.  I would check out of courtesy and inform him there was no change. 
I will be glad to rebate an additional 10% discount as a goodwill adjustment soon as we have completion of project.
 
Best Regards
Ted H[redacted]

Initial Business Response /* (1000, 8, 2015/07/09) */
The fronts for this cabinet is being filled with the arrival of new product. We have been experiencing longer than normal lead times with the port strike that happened in 2014 and now ending this year. The ports are still just now getting back...

to steady lead times. Customer 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 demands. Which actually by placing them on a new order changed the dates of the original order date and pushed the fronts out even further. When 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 /* (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 7/9/2015. The representative was "surprised" that I hadn't received the missing pieces. She shared the missing pieces had been in stock "for awhile" and that she would FedEx directly to me. I received the pieces I needed on 7/17/2015.
Today, 7/20/2015 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 to. And its also important to note that "another order" was created almost 2 months after I made my first call to the National Customer Service team. The 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 /* (4000, 12, 2015/07/24) */
I have sent in to the corporate side to credit the account on file for the amount of $107.13. The original cost of the drawer fronts and tax. This will be the only credit to the customer. Thanks.

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:
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,