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:12/10/2024

  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.

  Ordered cabinets from Cabinets To Go on November 8th, 2024. The cabinets arrived in boxes, which was not informed about. Expected them to come fully assembled. Contractors were scheduled to install them over the weekend but were unable to do so since the cabinets were not pre-assembled. Additionally, one of the cabinets was damaged.Contacted the sales representative to request replacement parts for the damaged cabinet, but it took a full week for the new pieces to be delivered. Repeatedly explained that this delay was causing significant setbacks for our business and wasting the contractors' time. Also had numerous interactions with the customer care team, but the Indianapolis store could not assist with the issue.After some back and forth, was told they would look into the possibility of a refund with no restocking fee, but never received any updates. Reached out by phone and email to both customer care and the sales representative, but it took several days to get a response. Eventually, customer care informed that refunds were not possible on their end. Then spoke with the store manager, who mentioned that returning the cabinets would incur a restocking fee. He also stated that the cabinet we filed a claim for could not be returned, and there would be an additional fee for picking up the cabinets to process a refund.Given that one of the three cabinets arrived damaged, and we waited a full week for the replacement parts, we are requesting a full refund with no restocking fee and no pickup fee for returning the cabinets.Attached are photos of the email correspondence and the broken cabinets for reference. We are seeking a full refund under these circumstances.

  Business Response

  Date: 12/17/2024

  Our terms and conditions state, once a cabinet is opened, it's not returnable. Any unopened cabinets can be returned within 30 days for a refund minus the 25% restocking fee. The customer is charged for delivery of the ******************** only, not pick up of cabinets. All emails sent to ************* on her ********** were answered in a timely manner.

  Business Response

  Date: 12/19/2024

  The customer has verified that all ******************** have been opened and they bought cabinets somewhere else. Once the cabinets were opened they became nonreturnable.

• Initial Complaint

  Date:12/01/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 the email I sent to the company's customer service department earlier this week. Here is the simple facts. 1.I paid in full on September 10th you all have had my money for a long time and my kitchen cabinets are not installed. (80 days and counting) 2.We were told weeks later that what we ordered was not available, so we changed to something we did not want to speed things up. So not even the cabinets that best match the rest of our kitchen. 3.October 11 1st attempt at cabinet installation. At this point my kitchen and oven are down (unusable). 4.Halfway through the installation the installers noticed that one of the panels was the wrong type. So we go on hold while the re-order is placed. 5.Never told when the new panel arrived we had to call to find out that it was at the store. 6.When the new panel arrived the installer (*****) damaged it. Another order is placed. 7.Never told when the 2nd panel arrived we had to call to find out that it was at the store. 8.When the next panel arrived the installer (*****) cut it before he arrived (even though the oven is sitting in our garage), he cut it wrong.9.Then ***** called my wife to shake her down and get her to pay for the 3rd panel. He says that she told her the wrong dimensions of the oven. She gave him the correct paperwork from the oven, he just didnt read the information. He also bragged that he has done over 600 of these. So, we assumed he knew what he was doing. My wife has never done one of these. 10.We are currently on hold waiting for the 3rd panel to arrive I call (every other day) to customer service to find out the arrival date and no one can tell me. 11.Never got a call from *** at the store. Never got a call back from customer service (even though each time they tell me they will call me tomorrow with an update).12.From 10/11 to today 11/30 NO OPERABLE KITCHEN. Yes, we managed through an important family event and Thanksgiving without an oven or working kitchen. 13.Each time the installer comes to our house it is a logistical circus pushing around the dates. Apparently, the installer only has 1 pickup truck that can hold the panel and they come a long distance. Often the truck is not available, and we need to wait 1, 2 or 3 days. We only find that out the day off. In other words, we agree on a day to have the installer come. Later in the morning we call to see when they will arrive only to find out that it will be the next day because the one pickup truck they have is in use.14. I spoke with two managers (***** and ******) who both promised to call me the following day. Neither called me. I have called them and been on hold for hours waiting to speak with someone