RTA Cabinet Store

*** *** came to our company back in February representing herself as a professional working for a big construction company and that they do a lot of business. From the beginning it was pretty clear that she wasn't familiar with kitchen cabinets or had never designed a kitchen
before. Over the course of months, we have no less than emails back and forth trying to help *** *** with her project. She initially claimed we were holding up her project back in February, but they made dozens of changes to the order including changing cabinet styles (times), add over $1,worth of additional product, and removing items. The dimensions of the room changed several times, and even changed AFTER they placed their initial order so she placed a second order for two additional cabinets. In regards to her claim that the cabinets were to be assembled, I am not sure where she is getting that from. Our company name, RTA Cabinet Store stands for Ready-To-Assemble cabinets, which she visibly witnessed the couple of times she was at our facility and in the assembly videos that our kitchen designer emailed over to her. We work with over 3,contractors and professionals, and have never had someone think or claim that their cabinets were to be assembled. At no point in the history of our company have we had assembled cabinets on our website. In addition to that, we have an email from March 19th when she asked our kitchen designer if the cabinets came assembled or not. In his response, he clearly states that they are ready to assemble (this was two months prior to her placing an order). You can see this correspondence in the attached image.In regards to being discourteous and rude regarding her questions about costs, she contacted us in May stating that she already quoted her customer back in March (prior to multiple additions and changes to her order), and she couldn't understand why the price had gone up and wanted us to pay the difference. Both myself and our kitchen designer outlined exactly what changes she had made during that time, how it impacted the cost of the kitchen by adding multiple items and she still insisted that she shouldn't have to pay for it. It was becoming very clear that she had never worked on a kitchen quote before because she would understand that adding items to a kitchen, and changing cabinet sizes would increase the overall cost.At the time that her driver came to pick up the order, he informed our customer service person that he was there to pick up. He didn't indicate that he actually had two orders because she made a mistake in the measurements and had to place a second order for two cabinets. After the driver left, we received a call from *** *** stating that it was our fault he didn't get the second order, and that we would need to compensate her for her drivers time. It was also brought to our attention that one of the items on her original order was still in our warehouse. I informed her that our shipping and receiving policy stated that when an order is shipped or picked up, it is the responsibility of the customer to double check and confirm that everything is there before accepting it. Unfortunately once someone leaves the facility or an order is delivered on a 3rd party carrier, it is very hard to prove whether it was received or not. Luckily we identified that the one item was still here, so I offered to *** it at our cost for her, but the second order we would not pay for since we had no idea that the driver was picking up both.I am not sure why she is making up facts, but as you can clearly see in the screen shot of the email, at 12:PM on March 19th she asked a question about assembly and our kitchen designer clearly stated at 1:PM that they need to be assembled. For that reason, she will not be getting compensated for paying her employees to assemble the cabinets and we will not be issuing a refund for the drivers time because he had to come back for an order that he forgot to pick up or mention to our customer service

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Complaint: ***
I am rejecting this response because:
Every date I have given is accurate and was given as proofOur installer and I are both very kind and understanding but to say he has "nothing but praise" is an absolute jokeHe is very dissatisfied with the product arriving damaged and the time it took to get the replacement partsAs with every remodel job, time is of the essenceBecause of their poor packing job, we lost several weeks of productionWe had to hold off the granite countertops and lost weeks of production because of the poor partsWe simply asked for a refund of the SHIPPING of just over $because the SHIPPING was screwed upRTA Cabinets accepts that they screwed up the shippingThey agree that they did wrongThey also agreed that we did right by filing quickly our complaintsWe lost weeks of productivity because the SHIPPING was screwed upAgain, RTA should refund us our shipping alone which is all we are askingWe are being very reasonable with this requestWe are not asking for a future discount, a discount on the products or anything elseWe simply want to be refunded the service which we paid for that they agree was screwed up on their endSimple as thatIf they ever want our business again, they would treat us rightAll companies make mistakes...it's what you do and how you respond to mistakes that makes you a great company.Regards,
*** ***

***-I understand what you are saying, but you can't blame the designer AND say that you placed the order yourself and double checked everything If you placed the order yourself and double checked it as you have stated several times, I am not sure why we should be responsible for paying for the cabinet By your own admission, you double checked everything because you were not confident in what the designer set to you

I ordered cabinets for a home I was flipping as a contractor and they turned out incredibleI've been buying at Lowes and Home Depot for years, but RTA's cabinets are as good and if you look at the hinges and pulls, the quality is far better than the Big Box giantsI probably saved $3k on this kitchen using RTA Cabinet StoreShipping was surprisingly easy too

Customer purchased on July 25th - Order shipped on August 8th and was received on August 11thClaim was filed on August 14th by customer and Replacement Part was received on Sept 6thCustomer received replacement face frame which did in fact have the pre-installed cam lock connections in a
slightly different positionHowever, our cabinets can be assembled using MULTIPLE methods including but not limited to - plastic cam lock connectors, metal "L" brackets, metal clip lock connectors, or glue and stapleSince the provide replacement frame was undamaged and was still usable, we sent the customer a metal "L" bracket pack to simplify the process for both them and usRather than using the brackets, the customer has elected to fight this resolution only to prolong the very process of completing their project solely based on assembly preference

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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.
The company is not being truthful in their response but at least since you contacted them they have finally shipped the last piece, which is all I have wanted for the last monthAnd providing they got it right this time I have no other issues
Regards,
*** ***

RTA Cabinets have been the best company to work withThey over-perform, their customer service is amazing and they are extremely professional

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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 if the refund is a total of $dollars $dollars for unused shipping cost and $dollars for the unavailable upper cabinets 15x Also, as I have stated before on previous e-mails I want this money to be refunded to the credit card used to purchase the cabinets
Regards,
*** ***

I came into the showroom to work with their design team as part of their FREE design service Ethan from the design team helped me with my layout, took the time to answer my questions (which were a lot), and ended up spending almost two hours with me Very happy with the service that was provided

This could all be summed up in a couple of sentences rather than trying to use legal language that you are clearly unfamiliar with.Customer called in to place a second order and told the customer service team the wrong cabinet style He received exactly what he ordered, and all the necessary parts to complete his kitchen We have sent him multiple replacement parts and he still seems to be confused after speaking with several people about installing his product The shelf he is referring to doesn't exist He is stacking roll out trays, and the contractor has to install it We don't supply additional parts for inept contractors He was walked through the process of assembly and installation.In regards to his claims about illegal product, or whatever term he used I am not sure where these outlandish claims come from, but our boxes are marked by the factory exactly how they should be Since *** *** seems to be a legal expert, if he would like to show legal precedence where a retailer/distributor is responsible for some sort of uniform labeling on kitchen cabinets, I would LOVE to see it He is inventing problems that don't exist We have dozens upon dozens of emails explaining to *** *** that he received exactly what he needed He is fully aware of the return policy, since he agreed to it several times prior to checking out on the website.We will not be refunding his money since he literally has everything to complete his kitchen Again, we have offered to take back his entire kitchen if he wants to box it back up

** *** contacted our company looking for the cheapest cabinets possible. Per his email, he wasn't concerned what the color was as long as it was a dark cabinet and stayed under his low budget of $2,for his kitchen (which is a very low budget for the size of the kitchen). He
provided us with a competitors quote for the lower quality cabinet line, and expected us to beat the price. I informed ** *** that we might have a couple of options but it would probably take 45+ days to get them. Again, he wasn't concerned with the cabinet line or the time line, he was just worried about getting being under budget. We reached out to vendor he brought us the price quote from, since they were the original cabinet line that he wanted, and they were able to fill his order from their inventory rather than having to wait for us to order it from the factory.Cabinets were shipped and there was an issue with the carrier that delayed the delivery. Since we rely on 3rd party carriers, just like *** or ***, occasionally shipping mistakes will happen Upon receiving the cabinets, *** ***'s wife wasn't happy with the cabinets interior, even though it was the exact cabinet line that they originally were asking for on their price match He immediately started demanding compensation for a cabinet line that he himself brought to us for a price match Unfortunately ** *** is fabricating facts because at no point did anyone resort to name calling or anything beyond the facts We have copies of all the correspondence and communication.They are also claiming that they never received their entire order, but they have in fact received their entire order which we can document with tracking information.If they would like to return the cabinets, we will have them picked up this week and will issue a refund (waiving the restocking fee). However, they do not and never did want to return the cabinets, they are just trying to get something for free

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Complaint: ***
I am rejecting this response because: Fact #1, ** and myself made the agreement with your company for shipping and delivery I don't need to repeat myself that you did not fullfill that agreement Fact #2, you stated to Revdex.com that you had reimbursed $to us That did not happen #Customer Service needs to expand their records, so you don't have to come up with another set of excuses I still feel that reimbursing us $is a fair amount We spent hours of driving time, our car and our gasolineThe sum of $was an insult and if you were in my shoes, you would feel the same To say that your company has provided outstanding service is an understatement
Regards,
*** ***

I'm sorry to hear that you were not happy with the service As noted on the website, the shipping time usually is 7-BUSINESS days, but can be shorter or longer depending upon variables like holidays, shipping, inventory, etc Unfortunately your order fell in-between two holidays,
which also happens to be the busiest time of the year for us (especially since we are closed several days to celebrate the holidays) While the order would normally have shipped the week of the 26th, but the holiday downtime pushed that back further If you review the shipping and receiving policies that you confirmed you read when checking out, we encourage customers to leave extra time in their renovation process, since it is a large undertaking It appears that you have all of the cabinets that you need now, but if I am incorrect on that, please let me know and we will make sure to get you whatever you need

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 Complaint: [redacted]
I am rejecting this response because:
We will check the credits against our account.We filed the complaint as instructed against the product on Friday, June 26th, going on record and noting that we would not be finishing unboxing the order until over this weekend, and that we would report any other missing pieces and/or damages today.  We were told we would be contacted today by a claims adjuster, at which time we anticipate handling all unresolved issues. We look forward to hearing from the adjuster so that we may get the correct pieces sent to the home of the renovation, so that we may complete the installation and templating of the counter top.
Regards,
[redacted]

The replacement parts were sent in December of 2017 to the customer - 1 Pallet(s) shipped via [redacted] #[redacted]  The customer filed a new claim 2 months outside the claims policy for more damages.

RTA is great! I was recommended by a friend to check them out when I was considering remodeling my kitchen. They did it all! Great customer service, great selection. Highly recommended.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
We will check the credits against our account.
We filed the complaint as instructed against the product on Friday, June 26th, going on record and noting that we would not be finishing unboxing the order until over this weekend, and that we would report any other missing pieces and/or damages today.  We were told we would be contacted today by a claims adjuster, at which time we anticipate handling all unresolved issues. We look forward to hearing from the adjuster so that we may get the correct pieces sent to the home of the renovation, so that we may complete the installation and templating of the counter top.
Regards,
[redacted]

To whom it may concern:Regarding the complaint from [redacted] concerning his sink. [redacted] placed a kitchen order with us that included an undermount sink. Unfortunately, prior to placing his order, [redacted] didn't speak to anyone in our office about his sink. If he were familiar with sinks, he...

would know that a sink can't be both top mount AND bottom mount, so it would have to be one or the other. All of our top mount sinks state that they are top mount, and they have a lip on the top side of the sink that prevents water from spilling outside the sink. If [redacted] was unsure about the type of sink he was buying, he certainly could have given us a call and we would have gladly helped him pick the right one.In regards to [redacted] wanting to return it, we told him that he could certainly return it to the manufacturer, but they charge a restocking fee. This isn't a product that we manufacture, we simply sell them as a value add for our customers. [redacted] wasn't happy that he would have to pay for it even though he is the one that purchased it and if he was confused about the type of sink, never inquired about what type he should buy. We are more than happy to create an RMA numberfor [redacted], but since we didn't select the sink, nor did we have any input into his decision, we cannot pay for the return freight and eat the restocking fee when we didn't do anything wrong.Sincerely,Gary N

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 Complaint: [redacted]
I am rejecting this response because:
WOW! Still beside myself that this company is twisting facts and lying. Absolutely ZERO integrity. I am obviously getting nowhere witht hem and I just other people don't make the same mistake I did and stay away from RTA Cabinet Store.
Regards,
[redacted]

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 Complaint: [redacted]
I am rejecting this response because:It has been of today the 23rd, I have not received any refund. Midnight tonight will make it 120 hours of no refund. I was not in there on the 19th on speaker phone with the bank, it was the 20th. My bank account is still not showing any refund just a withdraw of $2,964.08. An email came in saying for some reason this was a refund but never was. I was never walked out with a check. It was mailed to me which I have received but I have not deposited it because this matter has not been resolved.
 REFUND CONFIRMATIONOrder InformationDescription:returned cabinetsInvoice Number:1Billing Information [redacted]philadelphia, PA [redacted].com###-###-####Shipping Information [redacted]philadelphia, PA [redacted]USTotal:2964.08 (USD)Payment InformationDate/Time:18-Nov-2015 13:28:59 PSTTransaction ID:[redacted]Payment Method:[redacted]Transaction Type:RefundAuth Code:[redacted]Merchant Contact InformationRTA CABINET STOREConshohocken, PA [redacted]@RTACABINETSTORE.COM
This shows the $2,964.08 was been withdrawn from my bank accountRegards,
[redacted]