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Business Profile

Cabinet Maker

Cabinets To Go

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cabinet Maker.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/07/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 July 28, 2023 I purchased kitchen cabinets from cabinets to go located ************************************************* ***** for approximately $5,000. We received the items on August 14th and were assembled. on assembly it was discovered damaged parts that needed to be replaced. ************ were received on august 29th. we resumed assembly and it was discovered that 2 cabinets were the incorrect dimensions. we alerted the business and replacement cabinets were ordered on september 5th. To this date, 11/07/23 the replacements cabinets have not been received resulting in a complete halt of my kitchen renovation. On 09/15/23 that the replacement cabinets were on back order. On 10/05/23 we agreed to be provided an alternative cabinet to replace the back order item. On 10/20/23 we were told it arrived at *********************** location. When we arrived on 10/30/23 to pick it up not all the cabinets had arrived still and we were told the remaining cabinet was on its way. according to the staff it was supposed to have arrived on 11/04/23. we still haven't been notified of it's arrival. During this time i have been completely with out a kitchen. no countertops, kitchen sink, no oven or microwave or dishwasher because without the cabinets we cannot move forward with any of the other progress and over 3 months with out it has been a hardship. I've been paying a contractor through out this and these extra issues have added unnecessary costs. When asked for a refund I'm told I will have to dismantle the cabinets and return them in their original packaging which is completely impractical for assembled cabinets and is not reasonable. I don't get honest answers and I feel I have no recourse available to me.

    Business Response

    Date: 11/08/2023

    The original cabinets were the size she had ordered.  The new sizes were ordered and there were backordered items.    This customer not having countertops and working appliances has nothing to do with any cabinet purchases made as of september 5th.  There was nothing preventing this customer from moving forward with her renovation except her decisions to not move forward.  These cabinets that were delayed do not interfere with the countertops or appliances she as she has suggested.  She was made fully aware at the time of the original sale and upon suggesting that she will return the assembled items that in our contract cabinets will only be returned if they have not been assembled and in original packaging with a 25% restocking fee.  This is in our terms on the contract she has signed. 

    Customer Answer

    Date: 11/08/2023

     
    Complaint: 20840181

    I am rejecting this response because:

    this does not provide any resolution and only furthers evidence of how unhelpful they are. I did not order these myself. A staff member orders them on my behalf and I had a professional contractor speak with them. An error in the dimensions is strictly their fault. The sales person designing my kitchen cabinet arrangement must have made the error or is incompetent for not recognizing only one portion of the cabinets is incorrect dimensions.

    How can counters be put with out a kitchen cabinet? How can appliances be installed and have safe and practical use with out cabinets and counter tops? There are people trying to complete this work and make a living but are prevented due to this. Professionals have declined to do this work. It doesnt benefit any of us to stall.

    i am yet to be updated with the arrival of this item or provided a 2nd alternative solution, to being given a product of the wrong dimensions. Returning the greater portion of kitchen cabinets to their original packaging is a completely unreasonable request and I would be surprised if any one has ever disassembled an order like this. Its a very sad excuse of no returns after never coming through with the product I purchased.

    please, just finish the job I paid for 3 months ago.

    Sincerely,

    *************************

    Business Response

    Date: 12/14/2023

    The items were re-ordered and were on backorder.  changes were made and she has received all of her cabinets. We had communicated regarding the backorder with her.  We sent out the corrected materials.  Her original order was incorrect and we did what we could to make her order correct.

  • Initial Complaint

    Date:10/23/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Date of transaction: 11/25/2022
    Amount of money paid: $1550.43
    Business committed to provide: New cabinets and shipping to residence.
    Nature of dispute: Returned cabinets with ample proof. Bullying by corporate Cabinets To Go as well as local franchise. Refused to issue refund after accepting physical return and assuring a refund would be issued. Please see attached documents for details.
    Weather or not business has tried to resolve the problem: Much worse than a simple "No". Please see attached documents for details
    Order number: *********** Customer * ********** Useful information:
    Proof of return signed by an employee attached.
    Proof of return via literal images of the return itself being unloaded by an employee (Rebecca) also attached.
    Payment was not stopped by the credit card company. (only investigated)
    Previous complaint was filed, although only the warehouse in Orlando is listed as a business registered with BBB, which is what I selected as the business, so I was told to re-submit (corporate Cabinets To Go is involved in this incident as well) Previous claim info attached.

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