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:04/10/2024

  Type:Customer Service 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.

  After months of measuring, facetime calls with Mr. ****** and pictures I had taken of my kitchen to get custom cabinets made for me. All measurements were gone over. Mr. ***** knew we were going to remodel the kitchen. So, the height and width of the room was taken from the existing standing kitchen. The owner was aware that my measurements were from an existing kitchen that had backsplash on both sides which he instructed me through facetime call. So, since I had gone over all of the specifics with ****** I finally ordered my custom cabinets and paid for them in full, from him at Waverly Cabinets on November ******** The cabinets were scheduled to be delivered on March 07, 2024. Now comes the day of delivery. Mr. ***** only sends the driver to deliver the cabinets. The driver, brings the cabinets into the house. He then realizes some cabinets will not fit through the door. So, to make things easier, I call over to Mr. ***** at the store while I'm at work to resolve the issue. One cabinet needed to be taken apart since it was too large to fit through either door in the house. Although ***** had not asked for door measurements, I agreed to pay to have the cabinet unassembled and reassembled. Then the driver asked if the measurements were taken from the point in which the kitchen had been gutted from backsplash and cabinets and my husband said he did not know. That I had taken the measurements with ***** prior to the removal of existing cabinets and backsplash. The driver asked for the diagram of the layout from Mr. ****** The driver remeasured the kitchen and stated that the back wall was an inch off on the layout. He said it is due to the backsplash depth not being tacked on during measuring, which is something that the owner has overlooked before and blames the homeowners for. A call was made to speak with Mr. ***** about the measurements and he became very hostile and verbally abusive. Using all sorts of profanity and blaming me for the measurements. My husband then said no take the cabinets back. Instead of Mr. ***** coming up with the simple solution of ordering a spacer to fix the inch that is off. Mr. ***** calls the police and makes a false claim that we were holding his driver hostage. Police came and spoke to us and the driver separately. They apologized for the situation when the driver stated that the owner of Waverly Cabinets had called them making a false accusation and that he was not being held against his will and that this is Mr. ****** behavior and has done it before. So my family helped the driver put the Cabinets back onto the delivery truck and the driver returned the cabinets to Mr. ****** As we were doubtful to take anything from him with the behavior he displayed. I tried to resolve the issue with **** even after he used profanity at me and my family. Even after he called the police. We agreed to pay the redelivery fee. However, The driver felt so bad that he even agreed to pay the redelivery fee. But, Mr. ***** wanted us to sign a document that would remove the warranty and the coverage of any possible damages, and we said no. Since he would not agree to redeliver them without that document being signed we had to hire an attorney. Mr. ***** stated he would deliver the cabinets by Good Friday. I had informed my lawyer that I would not be home on that day, to see if ***** could have the cabinets delivered the day before. Mr. ***** did not like to hear that the delivery driver was talking to my husband and was willing to pay the redelivery fee. So, Instead of Mr. ***** responding back with a yes or no. He hired an attorney. Now the attorney Mr. ***** hired, ****** Katsok, never responds to calls nor emails from our attorney *** ************* We have no kitchen at all. No cabinets. Mr. ***** has our cabinets and our money. No communication at all. With no kitchen we are forced to order our meals. Very costly for a family of four. We have health conditions (heart, EPI) that require us to eat healthy. This has us all sick. The spitefulness of Mr. ***** is absolutely horrible and has put me and my family in a very unhealthy state.

  Business Response

  Date: 05/20/2024

  We must submit our reply to our attorney for approval before we can answer the complaint. We were told by their attorney that all correspondence was to go through his office and no one else.
  We need time to respond. This would have been resolved in the first week it occurred, but they refused to cooperate and sign our Mutual Release form which settles the matter, and the re-delivery would have be made weeks ago.

  Customer Answer

  Date: 05/20/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21556754
  
  I am rejecting this response because:
  He lied about delivering the cabinets. He added clauses to delivering the cabinets which was not part of the original purchase. Has made multiple excuses through our attorney as stall tactics. It has been months. Our attorney is *** ************. Mr. ***** of waverly has our cabinets and our money. He has no right to withhold our fully paid for cabinets. 
  
  Regards,
  
  ********** *******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/03/2024

  We must submit our reply to our attorney for approval before we can answer the complaint. We were told by their attorney that all correspondence was to go through his office and no one else.
  We need time to respond. This would have been resolved in the first week it occurred, but they refused to cooperate and sign our Mutual Release form which settles the matter, and the re-delivery would have be made several weeks ago.

  I will be adding more details shortly. 

  
  

  Customer Answer

  Date: 09/03/2024

  No we have not received a resolution. I did email them out of sheer desperately that we would come and inspect our brand new custom made cabinets and as ling as they are in new undamaged condition that we will have a professional moving company pick up and deliver my cabinets to me. However, no one responds. 

  Business Response

  Date: 09/05/2024

  There is ligigation filed in court by the homeowner that has not been ajudicated or settled.

  Customer Answer

  Date: 09/09/2024

  Mr. **** *****, still refuses to nit deliver our fully paid for kitchen cabinets. I have reached out him and he refused again. I have no kitchen,  members of my house who are sick.  I have children.. Can someone please help me get my cabinets or money back from him?

  Customer Answer

  Date: 09/13/2024

  To whom it may concern,
  
  I have not sued Mr. **** ***** of Waverly Cabinets yet.  We have filed but there is no date because we have not motioned to proceed. We unfortunately, had to hire an attorney due to Mr. ***** refusing to redeliver our custom kitchen cabinets without us signing a clause agreement that was not needed beofre the issue happened. We refused to sign the agreement due to his statements and allegations being false an misleading.  1) The delivery guy put the cabinets back onto the truck without strapping them down. Which could have caused damages. 2) Mr. ****** false claim of us harassing and holding his delivery driver hostage.  3) Mr. ***** called the cops and made such false statements where the driver spoke to the police officers and cleared up Mr. ****** lies.  4) The only person who used such vulgar language was Mr. ***** when he was talking to us and his driver.  5) Mr. ***** even after all the abuse he put us through still refused to redeliver the cabinets after we agreed to pay the redelivery fee.  He lied to our attorney about having them delivered before Easter (Good Friday).  6)  ******** lied to our attorney about having legal representation and just kept stone ******* us.  7) Even after all attempts to get the cabinets redelivered Mr. ***** still refused and continued to come up with new agreement documents for us to sign.
  Mr. ***** has deliberately intended to come after us because his driver felt bad for how bad Mr. ***** was to us.  He took our money and merchandise (CABINETS).  Meanwhile the reason this happened was because the delivery guy / driver noticed that the cabinets were off by an inch.  When the driver called over to ******** to correct the issue with fillers, he asked to speak to our installer where he became extremely rude and insulting. Mr. ****** solution was to read the contract and its not his problem. The phone was handed back ovcer to the driver while still on speaker, **** ***** said just leaving the cabinets and go. The driver was not agreeing the way **** ***** handled it and felt bad.  Then began to proceed by telling us of previous situations Mr. ***** had with other clients and how this is his way of dealing with fixing problems.  Again the reason we refuse to sign any agreement was due to Mr. ***** was not willing to resolute the minor issue.
  
  Thank you,
  ********** & ****** *******

  Customer Answer

  Date: 09/13/2024

  More Information...To whom it may concern,
  
  
  I have not sued Mr. **** ***** of Waverly Cabinets yet.  We have filed but there is no date because we have not motioned to proceed. We unfortunately, had to hire an attorney due to Mr. ***** refusing to redeliver our custom kitchen cabinets without us signing a clause agreement that was not needed before the issue happened. We refused to sign the agreement due to his statements and allegations being false an misleading.  1) The delivery guy put the cabinets back onto the truck without strapping them down. Which could have caused damages. 2) Mr. ****** false claim of us harassing and holding his delivery driver hostage.  3) Mr. ***** called the cops and made such false statements where the driver spoke to the police officers and cleared up Mr. ****** lies.  4) The only person who used such vulgar language was Mr. ***** when he was talking to us and his driver.  5) Mr. ***** even after all the abuse he put us through still refused to redeliver the cabinets after we agreed to pay the redelivery fee.  He lied to our attorney about having them delivered before Easter (Good Friday).  6)  ******** lied to our attorney about having legal representation and just kept stone ******* us.  7) Even after all attempts to get the cabinets redelivered Mr. ***** still refused and continued to come up with new agreement documents for us to sign.
  Mr. ***** has deliberately intended to come after us because his driver felt bad for how bad Mr. ***** was to us.  He took our money and merchandise (CABINETS).  Meanwhile the reason this happened was because the delivery guy / driver noticed that the cabinets were off by an inch.  When the driver called over to ******** to correct the issue with fillers, he asked to speak to our installer where he became extremely rude and insulting. Mr. ****** solution was to read the contract and its not his problem. The phone was handed back over to the driver while still on speaker, **** ***** said just leaving the cabinets and go. The driver was not agreeing the way **** ***** handled it and felt bad.  Then began to proceed by telling us of previous situations Mr. ***** had with other clients and how this is his way of dealing with fixing problems.  Again the reason we refuse to sign any agreement was due to Mr. ***** was not willing to resolute the minor issue.
  
  Thank you,
  ********** & ****** *******

  Customer Answer

  Date: 09/13/2024

  Tell us why ******* whom it may concern,
  
  
  I have not sued Mr. **** ***** of Waverly Cabinets yet.  We have filed but there is no date because we have not motioned to proceed. We unfortunately, had to hire an attorney due to Mr. ***** refusing to redeliver our custom kitchen cabinets without us signing a clause agreement that was not needed before the issue happened. We refused to sign the agreement due to his statements and allegations being false an misleading.  1) The delivery guy put the cabinets back onto the truck without strapping them down. Which could have caused damages. 2) Mr. ****** false claim of us harassing and holding his delivery driver hostage.  3) Mr. ***** called the cops and made such false statements where the driver spoke to the police officers and cleared up Mr. ****** lies.  4) The only person who used such vulgar language was Mr. ***** when he was talking to us and his driver.  5) Mr. ***** even after all the abuse he put us through still refused to redeliver the cabinets after we agreed to pay the redelivery fee.  He lied to our attorney about having them delivered before Easter (Good Friday).  6)  ******** lied to our attorney about having legal representation and just kept stone ******* us.  7) Even after all attempts to get the cabinets redelivered Mr. ***** still refused and continued to come up with new agreement documents for us to sign.
  Mr. ***** has deliberately intended to come after us because his driver felt bad for how bad Mr. ***** was to us.  He took our money and merchandise (CABINETS).  Meanwhile the reason this happened was because the delivery guy / driver noticed that the cabinets were off by an inch.  When the driver called over to ******** to correct the issue with fillers, he asked to speak to our installer where he became extremely rude and insulting. Mr. ****** solution was to read the contract and its not his problem. The phone was handed back over to the driver while still on speaker, **** ***** said just leaving the cabinets and go. The driver was not agreeing the way **** ***** handled it and felt bad.  Then began to proceed by telling us of previous situations Mr. ***** had with other clients and how this is his way of dealing with fixing problems.  Again the reason we refuse to sign any agreement was due to Mr. ***** was not willing to resolute the minor issue.
  
  Thank you,
  ********** & ****** *******..

  Business Response

  Date: 09/19/2024

  This case is currently in litigation, and we are unable to offer a response at this time. 

  Customer Answer

  Date: 09/26/2024

  
  
   Complaint: 21556754
  
  I am rejecting this response because:I have not sued Mr. **** ***** of Waverly Cabinets yet.  We have filed but there is no date because we have not motioned to proceed.  We unfortunately, had to hire an attorney due to Mr. ***** refusing to redeliver our custom kitchen cabinets without us signing a clause agreement that was not needed before the issue happened. We refused to sign the agreement due to his statements and allegations being false an misleading.  1) The delivery guy put the cabinets back onto the truck without strapping them down.  Which could have caused damages.  2) Mr. ****** false claim of us harassing and holding his delivery driver hostage.  3) Mr. ***** called the cops and made such false statements where the driver spoke to the police officers and cleared up Mr. ****** lies.  4) The only person who used such vulgar language was Mr. ***** when he was talking to us and his driver.  5) Mr. ***** even after all the abuse he put us through still refused to redeliver the cabinets after we agreed to pay the redelivery fee.  He lied to our attorney about having them delivered before Easter (Good Friday).  6)  Mr. ***** lied to our attorney about having legal representation and just kept stone ******* us.  7) Even after all attempts to get the cabinets redelivered Mr. ***** still refused and continued to come up with new agreement documents for us to sign.
  Mr. ***** has deliberately intended to come after us because his driver felt bad for how bad Mr. ***** was to us.  He took our money and merchandise (CABINETS).  Meanwhile the reason this happened was because the delivery guy / driver noticed that the cabinets were off by an inch.  When the driver called over to Mr. ***** to correct the issue with fillers, he asked to speak to our installer where he became extremely rude and insulting.  Mr. ****** solution was to read the contract and its not his problem. The phone was handed back over to the driver while still on speaker, **** ***** said just leaving the cabinets and go.  The driver was not agreeing the way **** ***** handled it and felt bad.  Then began to proceed by telling us of previous situations Mr. ***** had with other clients and how this is his way of dealing with fixing problems.  Again the reason we refuse to sign any agreement was due to Mr. ***** was not willing to resolute the minor issue.
  
  Thank you,
  ********** & ****** *******..
  
  
  Regards,
  
  ********** *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:09/21/2023

  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.

  March 24th I paid $7013.5 for kitchen cabinets. There were scheduled to be delivered July 20 and they were supposed to be assembled. They took them back and 2 weeks later redelivered them. 2 cabinets were wrong size so I waited another 2 weeks for that. I inspected my cabinets and saw there were issues so I filed a claim Aug 9th. Aug 10th I spoke with ****** and she told me that she would get the factory representative to come by. I waited till Aug 27th. He mentioned it should take around 5 days and that he will talk to the factory next day. Sept 1 ****** emailed me that there a delay and they need more time. I sent her an email about a refund. No response. I called sep 1 and texted sep 5th no answer. She emailed back stating still a delay. I emailed her on the 6th asking her what other options I have to get this resolved. No response. I called again sep 11 and she said she didn't know anything she would try to find out. No response by end of day. I called and tried to get connected to her and I was immediately disconnected. Called back repeatedly no answer. I texted no answer. I sent an email asking for a refund. I waited till Sept 13th to file a dispute with my credit card company because I got no response. **** called me the next day to schedule pick up of the cabinets. Told me I would get a refund after cabinets were returned. I texted **** on Sept 19th and 21 and got the same response. Waiting on manufacturer to pick up. I'm tired of all these excuses. I can't order new cabinets because they have my money. It's been 2.5 months of trying to resolve this issue with them

  Business Response

  Date: 10/05/2023

  As
  a business we strive for 100% customer satisfaction.  Unfortunately, in this case the customer was
  not happy with the product he received, and he noted what he believed to be
  defects.  We acknowledged his concerns
  and began the warranty claim process. 
  Since the claim was the largest the manufacturer had ever received, they
  sent a representative to the customer’s home to examine the product.  The representative determined the product was
  not defective, rather what the customer perceived as defects were nuances with
  the type of wood used in the construction of the product and any replacement
  would have similar nuances.
  
  The
  customer disagreed with that determination, which was made by several people who have dealt with the product for years.
  
  Our
  business involves the sale of RTA or Ready-To-Assemble cabinets.  We also offer assembly of the cabinets, with
  the specific disclaimer that assembled products cannot be returned.  This is not just our policy; it is an
  industry-wide policy.  The manufacturer of
  the product purchased by the customer has the same policy; assembled products cannot be returned.
  
  In
  the instant case, the customer was not satisfied with the product he received,
  he expected a different type of product than what he purchased.  The manufacturer made a decision, in exception to their policy, and agreed to allow a return in this case, because they did
  not believe the customer would be happy with any type of replacement, as the
  replacement would have the same “problems” since the issues the customer has
  are with the characteristics of the type of wood used to construct the product
  and any replacement would have the same characteristics.
  
  We
  relayed this information to the customer and informed him that the refund
  would be processed once the manufacturer picked up the return from our
  warehouse, processed the return and acknowledged that all of the purchased
  products were returned, which he included as an attachment to his
  complaint.  We have been conscientious in
  our efforts to finalize the customer’s refund. 
  However, we are at the mercy of the manufacturer and its schedule.  As of this writing, the manufacturer intends
  to pick up the returned product this week, which is still only the first step
  as noted.  We then still must wait for
  the manufacturer to process the return and acknowledge that all the purchased
  products were returned. 
  
  We
  have experienced costs in this transaction which, according to our policies, for which the customer provided a signed acknowledgement, are passed on to the customer.  In this
  case, we have not yet passed any of those costs on to the customer.  The customer’s frustration, while
  understandable, does not provide any factual basis for his complaint.  We have been and continue to be working
  toward a resolution.

  Customer Answer

  Date: 10/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:

  You have not given me 100% customer satisfaction.  When I spoke to the representative he agreed that the defects I had pointed out were not typical of the wood used. There were two representatives present and they both agreed that these were defects because there were also defects in the finish not just the wood.  If they are telling you a different story than it goes to show that the manufacturer doesn't stand behind their product.  It is however interesting that when I spoke to **** that it wasn't mentioned that the representative didn't agree with me and now your telling a different story.  How could I disagree with a determination when none was presented to me. ****** dodged all my calls texts or emails.  Nothing was ever mentioned to me about what options the manufacturer was giving me or not.  As mentioned before I sent multiple text emails and calls to ****** about the status of the claim and a possible refund and I had zero response from you.  Yes it was mentioned that refund was to be given after the return to manufacturer but after every time I asked **** about the status of return I was given an excuse of maybe tomorrow the manufacturer would pick it up.  I even called John to discuss this with him and was told he was in a meeting and that he would call me back and once again I was ignored and never received a call back. I too have incurred costs with the delays  and lack of resolution in this matter. Unfortunately I have exhausted all my options of trying to reach anyone and this is my only option to get anyone to talk to me
  
  
  Regards,
  
  
  
  **** ************

  Customer Answer

  Date: 10/05/2023

  If there was a discussion of what determination was made by the manufacturer than why wasn't that brought up?  You didn't cite your own policy of why you can't offer returns, you didn't cite the manufacturers response or policy. You gave me the option of a refund or a bogus 10% discount which was never originally offered by ******. You didn't mention that you're losing money or that this is against your or the manufacturers policy. You offered the refund I took it. As far as I am concerned you voided your own policy.  When I talked to **** on the phone the only thing he mentioned was that you were going abck and forth between the manufacturer and representative and there was no mention of a determination that was made.  This was 3 days after ****** told me on the phone that there wasn't a response from the manufacturer and she was going to look into it. I find interesting that after talking to 2 different people from your office and how an agreement was made for a refund with no other options presented to me to fix the issue you are now telling me this tale.