Complaints

This profile includes complaints for Cabinets City's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Cabinets City has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Cabinets City

  1630 N Rand Rd Palatine, IL 60074-1126

  
• 

  Cabinets City

  1718 Ogden Ave Lisle, IL 60532-1230

  

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:12/12/2024

  Type:Service or Repair 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 10/16/2024 my wife and I had visited the ************ location in person and chose to go with the Woodoo product on their showroom floor for our bathroom remodel project. After agreeing on an amount, **** had requested we pay him the next day with cash, to which he provided a hand- written piece of computer paper stating that he received the money from us. The unprofessionalism did not stop there unfortunately. After we received the cabinets, we noticed he had sent us the wrong product that was cheaper. The linen cabinet should have been with pullout drawers, but he ordered regular shelves instead to save him money. I'm not sure if he thought we would not notice, but he said he would order the drawers and send an installer. The vanity cabinet also had drawers that were misaligned when we got them from ************ and he said the installer would take care of that as well. It took a numerous calls and text messages to which **** did not respond to, to finally get the Cabinet City installer to come out, which was a MONTH later. ****** response was if I would like to have it done sooner, to install it myself, but I did not have all the components to do so. The installer came on a Sunday, installed the pull-out drawers, and attempted to align the vanity drawers but said he would have to come back after he reached out to the factory to understand how to adjust them. I'm not sure of the experience this guy has if he does not know how to align cabinet drawers, but that was a separate issue. He came back after another several weeks went by to adjust the vanity drawers and shaved them down which made the cabinet look even worse! I raised the issue with **** who stated he was the partner of the business and he said he would take care of it. We are 2 months in after purchase and the cabinets are still not aligned nor was the warped door replaced. We had to reach out the factory ourselves to rectify the situation. Bad business, horrible customer service, STAY AWAY!!! 

  

  Business Response

  Date: 01/24/2025

  My name is ****, and I had the pleasure of assisting this particular client. I strive to provide the best possible service, so I was surprised and disheartened to see their negative feedback. Heres my account of what happened:

  Lead Time and Payment Method
  Our standard product lead time is approximately two weeks from the purchase date. However, this customer made a special request to receive their order within 34 business days, which is unusual, especially for orders exceeding 23 items. Since they were friendly and seemed genuine, I agreed to try and accommodate their request on the condition that payment was made in cash. This was because checks or credit card payments typically require several days for funds to clear, and I didnt want to risk delays.

  The payment was made on a Saturday when the buildings electricity was undergoing repairs. Due to this, I wrote paid on a piece of paper to confirm the transaction at the time, which was explained to them in advance. Despite the rush, I immediately placed the order with our supplier and sent the official paid invoice the next day via email.

  Roll-Out Trays Misunderstanding
  Regarding the roll-out trays for the tall cabinet, this feature was initially discussed as an optional add-on that could be installed later. Unfortunately, I forgot to communicate this to the manufacturer at the time of the initial order. When the customer brought up the issue, I addressed it promptly by sending the trays to them without hesitation.

  Project Costs and Additional Efforts
  The customer paid $2,500, out of which $2,100+ (plus taxes) was paid directly to the manufacturer. To ensure the project stayed on track, I covered any additional costs myself, leaving no profit for my company. I even sent my team to resolve installation issues caused by their decision to work with NOT PROFESSIONAL, again at my own expense.

  In total, I spent $3,180 on their project, far exceeding their payment. Despite this, I made every effort to accommodate their needs, including providing extra parts from our showroom at no charge. However, after multiple requests for additional work, I reached a point where I could no longer fulfill these demands, as I need to prioritize other clients and projects as well.

  Final Thoughts
  I genuinely wanted to earn their satisfaction and a positive review, and I was thrilled when Mikes wife, ********, left a 5-star review on ******. However, receiving this complaint from **** has been upsetting and confusing. I dont understand his intentions, as Patricias review remains positive and appreciative of our work.

  Thank you for taking the time to hear my side of the story. If theres anything further I can do to resolve this matter, please dont hesitate to let me know.

  Warm regards,
  ****

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22680272
  
  I am rejecting this response because:To whom it may Concern:
  
  I just received the mailing regarding my complaint against Cabinet City and logged in to the portal but the time has expired and I would like to RE-OPEN the complaint and reject the business response due to the fact the business never even reached out to me and their response is an outright lie. The vendor they work with also confirmed this business engaged in unfair practices and i would like to pursue the complaint and have the rating affect the business due to their unlawful practices.
  
  Regards,
  
  **** ******