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:04/14/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 a request to re-open case 23201859.
  I've been traveling quite over the last two months and missed responding in a timely manner.
  
  Below is my response to the PA HomeStore response:
  
  This is all a bit confusing. PA Homestore never had a request to replace cabinet doors before, according to them; and therefore, were very unorganized throughout the entire transaction.  The complaint is not about the age of the cabinets, or the duress they claim for excepting my cabinet measurements, or rest of the nonsense in the response (why didn't they reject the measurements,  or tell me they are unacceptable, tell me they can't provide the doors based on my measurement or whatever to end the request from first engagement?  
  
  Instead, PA HomeStore accepted my measurements ( which were correct) and a payment of $552.00.  
  The issue is a customer paid for products requested in good faith and has not received all items.   
  
  They want to make the customer responsible for their relationship with the manufacturer.  PA HomeStore sells cabinets as a business. That's their specialty.  They own the relationship with the manufacturer not the customer.  They are making this a customer problem because the manufacturer changed their cabinet construction.  All they had to do at point of sell is say "we can't replace these doors because the manufacturer can't guarantee they will fit".  Done, I walk away without spending a dime.
  
  But instead, they excepted my measurements (which were correct, only to discover later that the manufacturer changed the door sizes for the same size cabinet)  and payment of $552.00 (paid in good faith) and PaHomeStore later discovered that the 24" wall cabinet doors changed in size.  As a customer, this is not my problem.  Return the doors, or take a loss, I don't care, but refund the customer the money for the missing 2 doors and 1 drawer face.
  
  If this had happened at a big box store e.g. ********** or Lowes, they would've refunded me on the spot, no questions asked.  Not keep the money as payment for the work they expended in ordering the product.
  
  I have no agreement with PA Homestore that I signed stating if we can't replace the correct door sizes there is no refund.  If fact, I have nothing in writing from PA HomeStore that states no guarantee on door replacement or a refund.  
  
  As of today, I am missing two cabinet doors and a drawer face and no refund (estimating $135.00).  The itemized list never had a per item cost.  This is my fault for not demanding an itemized cost/item.  
  
  Your consideration to reopen this case is deeply appreciated.
  
  Sincerely, 
  
  ***** ******
  ************

  Business Response

  Date: 04/17/2025

  The customer failed to mention in his complaint that his original purchase of cabinets was from June 2014.  After over ten years of wear and tear, free replacements were requested.   The time frame was several years past any manufacturing warranty.  Despite these facts, we made a claim to our vendor.   The acceptable solution after 10 years of wear and tear was to sell the doors and drawer faces to the customer at cost.   We were at the customers mercy to give us the size of the cabinets effected.  We would have done that however  our CAD  software for their layout has changed since 2014 so were not able to review his layout.     We ordered exactly as per the customer's email.     We were provided the wrong measurements for some of the cabinets the first time,  which the customer admitted that the information was incorrect.  So,we ordered a second time at cost.    Once again, the measurements were wrong.  Our vendor said "no more"  on our third request.    We had even overextended their courtesy.    Neither we, nor the manufacturer are in the business of selling parts of cabinets    We sell the entire cabinet.    This was offered to the customer to purchase new cabinets. He declined, and instead has chosen to weaponize this website.   At the very least the use of an employees first and last name should be removed from his complaint as they have privacy rights just like the complaining customer.