Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/01/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for floating kitchen shelves on April 26, 2025. I received a follow up email with tracking information explaining that my order would be shipped within 6 weeks and the tracking information would be updated. I followed up 5 times via email, phone call, and voicemail without receiving any information. Once, I was able to reach a rep named "Katie" who disconnected me without answering my question as to the status of my order. I would like the company to respond to me, deliver the product, or issue a refund back the card I used to purchase.

  Business Response

  Date: 07/01/2025

  Dear ********,

  We sincerely apologize for the inconvenience. There was a delay in production of the floating shelves you ordered. They are now scheduled to ship on July 3, 2025. You will receive an email with tracking details once your order ships.

  Best Regards,
  Customer Service
  KitchenSource****

  Customer Answer

  Date: 07/01/2025

  
  
  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 at this time. I am accepting this resolution with the expectation that the customer service rep will continue to be responsive and that the information provided today is accurate. 
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchases a bathroom vanity unit from this company DBA Kitchen Source. It was the 72" cabinet ****** ********* consisting of (2) 30" cabinets with sink and (1) side unit with storage and pull out drawers.
  The side unit drawers are defective. The screws affixing the drawer glides apparently were not installed correctly and have become detached and stripped the particle board holding them in. The screws will no longer hold the glides in place for the drawers to pull open/close properly.
  
  I have made numerous attempts over the last few weeks to contact Kitchen Source using both their Customer Service and Local phone numbers provided on their website. Each call has been met with no person answering and a message to leave a voice mail (which I did). NO RETURN CALLS
  
  Upon re-reviewing their website, I found a CS email address. I sent an email expressing my concern and actually did receive a response from someone (Katie) asking for pictures to be sent. I did as requested and have waited all week for a response. Sent 2 additional emails requesting update. NO RESPONSE
  
  All I am asking for is the courtesy of a call from an authorized representative to review/discuss my concerns and have a replacement unit sent. Although, I must say I am a bit hesitant now on the quality of construction of the product and its' ability to hold up in the years to come.....
  
  Any assistance is truly appreciated in help to rectify this matter.
  
  Thank You

  Business Response

  Date: 07/14/2025

  We shipped a replacement via ***** (tracking ************) on 7/10/2025. We have also informed the customer and he is happy with the resolution.

• Initial Complaint

  Date:05/28/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the owner/operator of a small design/build remodeling business in *****, and we have exclusively used Kitchen Source to order our cabinet accessories for the last several years, at least 4 to 6 years. In that time, it is probably fair to say that I have spent tens of thousands of dollars through this company. Also during that time; while rare, when customer services assistance was needed there was generally been a prompt response from someone on the Kitchen Source end. However, we recently placed an order on May 1st for eleven items, all of which we received about a week after ordering, with the exception of two of the items. The missing 2 items were not on the bill of laden, but we our credit card had been charged for them. Furthermore, there is no sufficient way to track the order, so I cannot determine if they are delayed, but in transit; or anything about their whereabouts. Additionally, repeated attempts to contact Kitchen source, both by email and phone call, have gone unanswered and unreturned. As I mentioned above, we were charged for these two items that we have yet to receive nor have any inclination regarding their status and whereabouts. The two missing items in question were both *********** tip-out trays, model numbers ************* and *************, and totaled $105.58.

  Customer Answer

  Date: 05/30/2025

  I am writing to inform you that the complaint has been resolved, and we finally received the missing items.  

• Initial Complaint

  Date:05/23/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It has been more than a month since a placed an order. I have not received any update on my order status. I have been trying to reach to the customer care through the phone that no one answers. No one replies to the email I sent to the customer care.

  Business Response

  Date: 06/25/2025

  Unfortunately, the items the customer ordered were discontinued. We spoke to the customer and he requested his order be cancelled and refunded in full. 

   

  We cancelled his order and refunded in full on 6/3/2025. This case should be marked as resolved.

• Initial Complaint

  Date:04/25/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is regarding my order from Kitchensource**** that occurred on 11/26/2024 in the amount of $899.96. Please see the attached sales slip.
  
  I consider the transaction to be invalid because I never fully received the one item I ordered: a large 3’x5’ bathroom mirror/cabinet that shipped in three separate boxes. ***** refused to deliver one of the boxes because it was damaged. Since the mirror as a whole is damaged and unusable, and because the mirror as a whole was never in my possession, I should be refunded the charge of $899.96.
  
  I dialogued with Kitchensource**** via email and phone on at least five occasions in December 2024. I asked what to do with the two boxes of unusable parts I did receive. They never answered my question or provided return instructions or a return label. They also claimed on two separate occasions that the third, missing box was inside one of the boxes I received. That was not the situation. Please see the attached tracking information #************ from *****.

  Business Response

  Date: 05/19/2025

  Dear ****

  
  We sincerely apologize for the confusion. We will refund $899.96 USD back on the credit card used to place the order.

  Regards,
  KitchenSource**** Customer Service

  Customer Answer

  Date: 05/22/2025

  
  
  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.

  The Mastercard used for the purchase is no longer valid. If Kitchensource**** could please mail a check to me instead. This address is the billing address and shipping address for the order.
  
  **** ******
  4133 Licorice Lane
  Austin, TX 78728
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:04/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 10th, I placed an order for a T-shaped vent liner (******* ************, T-Shaped Liner, 36": 35-3/4" W x 17-3/4" D x 4" H, Stainless Steel) along with the corresponding blower. Upon receiving the item, I realized the vent liner was not the correct size, so I requested a Return Authorization (RA) to return it.
  
  I received the RA and returned the item via ***** on March 24th at 12:14 PM. Per the email I received from Katie, I was informed that the 15% restocking fee would be waived since I was placing a new order—which I did.
  
  On March 25th, I placed order #6004402 for the correct size vent liner (******* *****, 30" T-Shaped Metal Liner for ***, 29-15/16" W x 18-3/16" D x 4" H, Stainless Steel) at a cost of $258.48.
  
  ***** tracking confirms the return was delivered on March 27th and received by someone named "KKaren." However, as of today (April 18th), I have not received a refund for the returned item. I have sent multiple follow-up emails regarding this matter but have yet to receive a response.
  
  The returned item was sent back in perfect condition, and I have upheld my end by promptly placing a replacement order. I would greatly appreciate your assistance in ensuring the refund for the $265.00 + tax + $32.00 that I have spent to return the vent liner.

  Business Response

  Date: 04/22/2025

  Dear *****,

  We sincerely apologize for the delay. We have issued a refund of $297 USD back on the credit card used to place the order.

  Regards,

  ***************** Customer Service

• Initial Complaint

  Date:02/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/14/2024 I ordered 4 lazy Susans to be installed in my kitchen cabinets. Two arrived damaged. I contacted the company to arrange a return and refund. I was contacted by *** to begin an investigation about the damage, which told me the company had received my communication via email reporting the damage. I complied with ***'s requests for photos and was told by *** on 1/27/25 they had completed their investigation and that I should check with the shipper about further resolution of this issue. I have repeatedly tried to communicate with the company via phone as well as email and have had no response. I want to return the 2 damaged items and receive a full refund for the two damaged items.

  Business Response

  Date: 03/05/2025

  Dear *********,

  We sincerely apologize for the delay in getting this issue resolved.

  We have issued a refund for the 2 damaged items that you received costing $258.20 each. The total amount refunded to you is $516.40. You can discard the damaged items.
  

  Again, we genuinely apologize for the inconvenience.

  Sincerely,

  KitchenSource****

• Initial Complaint

  Date:10/01/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  KitchenSource is unable/unwilling to refund my purchase, even though I offered to send back both the initial damaged item and the damaged replacement and they have stopped answering calls and returning emails.
  
  Initial purchase was July 1 and received a couple of weeks later. One of the pullouts was bent. Replacement was approved Sept 5. It also arrived damaged. Full extension slides that wouldn't extend. One on each pullout. Note that these cannot even be installed because the pullout slides need to be fully extended per installation instructions. In both cases Kitchen source was notified within the 10 day period.
  
  Initially they appeared willing to work with me, but pushed hard for replacement instead of refund and I was happy with that as I really wanted the product. However, after receiving 2 damaged items and experiencing the difficulty of getting a refund (after the second issue) I really just want a full refund and an address to send the items back to (or the approval to throw them out).
  
  Additional complaint. No one ever answers the support number on the website. Dozens of calls and messages left without a single response.
  
  Honestly, I believe the issue stems from Rev-a-shelf, but I ordered from KitchenSource and not Rev-a-shelf directly and therefore feel that KitchenSource is responsible for resolving this issue. I followed their policy as best as I could.

  Business Response

  Date: 10/03/2024

  Dear *****,

  We sincerely apologize for the inconvenience. We have refunded you in full.

  Sincerely,
  KitchenSource****
  

   

  Customer Answer

  Date: 10/04/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:04/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 2, 2024, after careful measurement, I ordered Peg Board Drawer Insert with 9 Pegs, UV Coated, 24-1/2"W (2) for my kitchen drawers. They did not fit! Then, when I went to return the boards I was charged back the shipping fee plus a 15% bogus restocking fee ($50.38) and paid an additional $38.00 to ship the product back. In the age of ******, the return policy is terrible/untenable. I basically paid $90.00 for them to keep their product. Interestingly, I was told that if the product was damaged, none of these return “charges” would have been assessed. This practice encourages dishonesty among consumers and penalizes those who want to do the right thing. I would never recommend this business.

  Business Response

  Date: 05/06/2024

  Hello,

  The restocking fee of $50.38 is being refunded to you.

  
  Thank you, 
  *****************

• Initial Complaint

  Date:04/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 25, I ordered cabinet vertical racks from *****************, a division of this company. The product cost total was $188.78 and was promptly charged to my credit card. On February 29, I received a confirmation that my order should ship within 2 weeks. The product did not arrive, so I wrote to them and asked for an update. I was told they would get back to me after inquiring with their shipping department. After another week with no follow-up, I emailed them back and explained I want a full credit and to cancel my order. Since this is holding up a kitchen renovation, it already caused enough problems and I didn't want to wait for them any longer. They stopped returning my emails and now I just want them to do the right thing and return my money since I never received the product. The order number is #******.

  Customer Answer

  Date: 04/04/2024

  I received an email this morning stating a credit was applied to my credit card and it may take a few days to post. I appreciate your assistance in resolving this and as long as the credit does in fact post, I will close this issue as resolved. Thank you for your assistance.

  Customer Answer

  Date: 04/04/2024

  I received an email this morning stating a credit was applied to my credit card and it may take a few days to post. I appreciate your assistance in resolving this and as long as the credit does in fact post, I will close this issue as resolved. Thank you for your assistance.

  Customer Answer

  Date: 05/17/2024

  Hello,

   

  Thank you for the support. The company refunded the amount to my credit card. Please consider this matter resolved.

  *****