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:07/03/2024

  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.

  We ordered a full kitchen (cabinets and countertop) on May 6th. We spent a little over $11,000. The cupboards arrived at the store on May 14th and delivered to us on May 17th. May 24th, we began to unpack and assemble the cupboards. There were 2 damaged cupboards and multiple pieces with faulty cam locks. We reported the damage to Cabinets to go on May 25th. On June 3rd, they still could not give us an update on when we might receive replacement parts and knowing their shipping process takes about 2 weeks, I started calling the store manager, *****, daily. On June 6th, I spoke with ***** and told him that I wanted to speak to his supervisor/manager and he refused to give me any contact information. He said the shipment for replacement parts was out of his control and there was nothing he could do. I told him we would be leaving a bad review and filing a complaint. The next day, he said he spoke with the general manager and our replacement parts should be on a truck June 13th for delivery the following week. We received the order June 19th or 20th with another broken cabinet. Cabinets to go requested a replacement cupboard for the second time that arrived 07/02 and it was broken! 3 separate deliveries, all with broken cupboards. At this point, our kitchen has been delayed by almost 2 months. We cannot put doors on the cupboards that are installed because we don't want them to get damaged when the rest of installation happens. We cannot do our floors because our kitchen content (doors, dishes, etc) are being stored in the rest of the house. We have had to and will have to pay our installer more because of the multiple trips and additional (wasted) time spent at house. On top of that ***** copied us on an email to customer service with rude comments about me "hoping he survives because I'm furious". I'm starting to question whether we will ever get an undamaged cupboard to finish our kitchen remodel.

  Business Response

  Date: 07/08/2024

  We have ordered a whole unit for this issue.

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21937500
  
  I am rejecting this response because: 3 separate shipments have had broken pieces, costing us additional money and excessive time. We would like an undamaged cupboard but are seeking some compensation/refund for the grossly poor response and ability to provide an undamaged product in a reasonable amount of time, causing undue stress, anxiety, and unreasonable delays.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/16/2024

  Our warranty states our sole obligation is to repair or replace any non-conforming component.

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21937500
  
  I am rejecting this response because: 5 orders and over 3 months since our initial order and you have still been unable to provide us with a complete set of undamaged cupboards.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/25/2024

  All cases for this customer have been shipped out. Also, we provided the customer with almost $800 of free product for the inconvenience.

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 21937500
  
  I am rejecting this response because: you may have appropriately provided some comp product for the grossly unreasonable delay in providing undamaged product, but you, in fact, FAILED to provide an undamaged product. After 5 orders and 3 months, with our kitchen torn apart, we had no choice but to accept and deal with a damaged cupboard to avoid any further delays in moving forward with our kitchen remodel. You absolutely owe us a refund for that cupboard. Once again, you failed to provide undamaged product that we paid for.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/21/2022

  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 order a complete kitchen and paid for it in June . It is now December and I still do not have a kitchen. The manger of the store has no contacted me since July I had to go to the store several time (manger is never there ) to see about me order and the only answer I get is that its on a boat .They do not answer there phone or return phone calls or email.I had to have the stone/quarts company see about my kitchen which they told them they have no idea when my kitchen will be getting in .I want my entire money back plus interest. This is the worst company I have ever delt with . Please help thank you

  Business Response

  Date: 12/27/2022

  The customer will need to contact the store to cancel the order.