We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Cabinet Manufacturers

MasterBrand Cabinets

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cabinet Manufacturers.

Complaints

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

Find a Location

MasterBrand Cabinets has 11 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.

    Please enter a valid location.

    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/09/2022

      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.
      Bought cabinets. 1. Peeling non matching color. Poor quality . Broken cabinets. Non matching doors. Non matching trim

      Business Response

      Date: 01/05/2023

      Business Response
      Dear BBB,
      Thank you for contacting us regarding Case #XXXXXXXX. We have reached out to the consumer directly to work towards a resolution. Please let us know if you have any questions.
      Sincerely,
      Consumer Affairs
      MasterBrand Cabinets

      Consumer Response
      (The consumer indicated he/she DID NOT accept the response from the business.)
      No one reach out to me

      Business Response
      Hello,
      WE sent an email on 11-21-22 to *********@aol.com asking questions for us to be able to better assist her and understand her issues.
      If she could please email us back we can determine on how to assist.
      Regards
      Consumer Affairs
      MasterBrand Cabinets, Inc.

      Consumer Response
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Can you resend email I did not receive it. I will answer all questions thank you

      Business Response
      Hello,
      The consumer has reached back out to us via email and has answered our questions. I have reached out to her again and will work directly with her to resolve.
      Best Regards
      Consumer Affairs
      MasterBrand Cabinets

      Consumer Response
      this should not be closed yet the cabinet manufacture has came to the house and acknowledged the responsibly and agreed to fix but has not yet i don't want closed until resolved

      Business Response
      Dear BBB, Our sales representative has visited the home and inspected the cabinetry. Rep has agreed to place an order for several parts and the order is in progress. We will continue working directly with the consumer until resolution.
      Best Regards
      MasterBrand Cabinets

    • Initial Complaint

      Date:10/13/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      Master brand has repeatedly shipped defective Thomasville noveau cabinets. More then three times my cabinets have come in completely destroyed and were already unforgivably late. They also forgot to include hardware for all cabinets. They have zero accountability and customer service. Their logistics providers have no sentiment of punctuality or communication and zero care for product. Master brand is inexcusably slow and are months behind on delivery. I am tired of excuses and the next step is litigation and compensation.

      Business Response

      Date: 11/08/2022

      Business Response
      Dear BBB,

      Thank you for contacting us regarding Case #XXXXXXXX. We have reached out to the consumer directly via email to gather information so we can work towards a resolution. Please let us know if you have any questions.
      Kind Regards,

      Consumer Affairs
      MasterBrand Cabinets

    • Initial Complaint

      Date:10/04/2022

      Type:Product 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 February 9, 2022 we entered into a sales contract with Lowe's ******* in the amount of $22,832.71 Canadian to have 31 cabinets installed including all accessories, hardware fillers panels toekicks scribes moldings shelves and minor modifications and have our custom cabinets from master brand installed. After many delays and incompetencies from both the manufacturer master brand and delivery company we received our first delivery order of cabinets. The delivery truck had the boxes thrown about inside and it looked as if they hadn't been tied down and we're all thrown around. This was June 29 2022. When we went in to receive the items from that delivery we found several destroyed cabinets that were unable to be used. Also the delivery was short invoiced items. After much deliberation it was found that the delivery company had been calling the wrong phone number and nobody has tried to get a hold of anybody else and so our cabinet sat in the warehouse in ******** for about a month. On Saturday they interrupted our family day to re-count the items delivered. Subsequently we received the second order of some of the missing items and the remaining items. Most of the items when unpacked by our contractor during installation had scuffs, needed repair or had brakes in it. And to this day we are still missing a few items so we still have an incomplete kitchen. We are still missing some panels, scribes, kicks, and we never received any hardware and had to buy our own knobs and handles. we have been waiting for a couple of months for Lowe's to try and resolve this with master brand however they have not been accommodating any remedy. We've been very patient. We paid a lot of money for a custom kitchen, instead we got headaches, anxiety, additional lost funds and a sub par kitchen experience regarding the cabinets. Alot of what is installed shows damages & is incomplete.
      We will never have Our dream new kitchen. We have chips, scrapes, scuffs, breaks. Partial refund

      Business Response

      Date: 11/01/2022

      Business Response
      Dear BBB,

      Thank you for contacting us regarding Case #XXXXXXXX. We will reach out to the consumer by end of week to work towards a resolution. Please let us know if you have any questions.
      Kind Regards,

      Consumer Affairs
      MasterBrand Cabinets

    • Initial Complaint

      Date:08/11/2022

      Type:Product Issues
      Status:
      Resolved
      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 bought 6 pieces of Thomasville cabinets from The Home Depot, paid $7219.25, Thomasville supposed to provide life time warranty on their cabinets. The cabinets were delivered to my house in Jan 2022 in boxes. My contractor opened the boxes on Aug 5th, found 2 cabinets have major defects (not able to be installed at all) and several minor defective details on other 4 pieces. I contacted The Home Depot immediately, they admitted quality issue. The Home Depot contacted Thomasville, and Thomasville refused to provide replacement or repair. Thomasville sold defective cabinets and failed to provide warranty.

      Business Response

      Date: 09/06/2022

      Business Response
      Dear BBB, Thank you for forwarding the complaint
      #XXXXXXXX. We take all matters regarding the satisfaction of our consumers very seriously and look forward to working with the consumer on resolution. I have reached out directly to the consumer to address and resolve their concerns.
      Best Regards,
      Consumer Affairs
      MasterBrand Cabinets

    • Initial Complaint

      Date:08/05/2022

      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.
      I bought cabinets through masterbrand and have had multiple problems with getting my cabinets. They were late, when they finally got here they weren't even put together, and the shelves in the cabinets do not fit. They are either too wide or not wide enough.

      I have had lengthy multiple calls with their representatives. I was currently sent to the regional sales manager ******* *********** He told me that it's not their job to have the shelves fit. That i should have had my contractor who put in my cabinets to cut them down. That does not even make the smallest sense. The cabinets and their shelves should fit. Also, the peg holes to hold up the cabinets are not even deep enough so I am having to use a rubber mallet to carefully tap the peg in until it's flush. I have to turn the peg on it's side for any of the cabinets to sit flat. Also, one of the cabinets shelves barely hold on. if I put any weight on it it falls.

      Business Response

      Date: 10/05/2022

      Business Response
      Dear BBB, Regarding Complaint ID#: XXXXXXXX ,Thank you for notifying us of the consumer's concerns. We take all matters regarding our consumers seriously. I have emailed the consumer directly to work with him towards resolution.
      Thank you again for the opportunity to provide resolution to the consumer.
      Sincerely,
      Consumer Affairs
      MasterBrand Cabinets, Inc.

      Consumer Response
      (The consumer indicated he/she DID NOT accept the response from the business.)
      They have currently not made me whole yet. The response I got stated that their fix for my cabinets and/or my shelves not being correctly sized was for my shelf pins to be turned sideways. The cost of these shelves was not small and the shelves should be made true to size. Secondly, some of the shelves are too short and I still have not gotten a response. They're asking me to take measurements to give them. I am not a carpenter or general contractor so I am not confident in my measurements which is why I want to take them up on the original offer from one of their supervisors for them to send someone out to measure it correctly so my shelves fit correctly.

      Business Response
      Dear BBB,
      We are still in direct contact with the consumer and he has provide measurements. We are working with him directly to provide a solution to his shelving issue.
      Best Regards,
      Consumer Affairs
      MasterBrand Cabinets

      Consumer Response
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Have not heard back as of yet since our last communications and the end result being cabinet shelves that do not properly fit. I'm just surprised that they're ok with subpar built cabinets.

      Business Response
      Dear BBB,
      We have been researching the consumer's issues and I have reached out directly to him again to provide assistance with his shelving. We appreciate the opportunity to assist this consumer and resolve his issues.
      Best REgards
      MasterBrand Cabinets

      Consumer Response
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I haven't heard anything from Masterbrand in 2 weeks. I have sent multiple emails and I only just got a response. I understand if they're trying to figure things out, but the least they can do is respond to the email or update me so I don't think they've just forgotten about me.

      Now they're saying that they do need to change out the shelves... after telling me that the shelf pegs are fine to be turned on their side but now their chief engineer says that's not a good idea.

    MasterBrand Cabinets is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.