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:09/18/2024

  Type:Product 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.

  Cabinets To Go provided defective cabinets and installation and has stopped responding. They also released payment from a line of credit I have with ********************* to the installer without my permission.

• Initial Complaint

  Date:01/16/2023

  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.

  My purchase date was November 5, 2022, the delivery date was November 26, 2022. Cabinets to Go came out to do the measurements and the installation. The designer at the Willow Grove Store did the plan based on the measurements they took; however, the cabinetry sizes were way off once it came to installation, the installer should have seen the plan was off prior to going as far as he did to install. Once I saw what was there on December 8,2022, I called ****** he said there is a spacer, I explained to him the spacer will not cover the space on the floor. My kitchen had to the right of my range 18X30 wall cabinet below was a 18X30base and to Left 24X30 Wall and base was 24 X36 at which he said he did the plan based on me getting new flooring which I never stated in this purchase. I sent him pictures of the space on each side of the floor I explained that the installer moved my store to cover the other side to place the cabinets that were in the design. After this he told me he could not get the replacements around by 12-20-2022 I followed up with him end of December he told me he couldn't get them until first week of January. I emailed him on January 2, 2023, he replied on January 3rd stating that he reached out to his regional manager who advised him to reach out to the installation issue department. Since then, I have been in contact with customer service/customer care. My last contact was with Customer Service/Customer Care on 1/16/2023 they want to send me a spacer and have me move my refrigerator to cover the space on the floor. Not acceptable I paid to have my kitchen cabinets done to fit my kitchen that is not what I got. I am attaching pictures of the before and after. All I want is my kitchen the way I expected it to be once finished. This has caused me much stress and aggravation over these few months I have been without a kitchen and still am as they are not looking to assist me any further than to do the spacer. I need help to get may kitchen complete.

• Initial Complaint

  Date:09/21/2022

  Type:Sales and Advertising 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.

  We purchased new cabinets from Cabinets to Go in December. They came in to be installed in March of 2022. Some of the pieces became damaged by the installer and needed to be replaced by the company since we purchased both manufacturers warranty and installation warranty. It is now September 2022 and we are STILL waiting for these pieces and for the pieces to be installed. It is now six months later and we do not have a functioning kitchen. We have ply boards for countertops! Weve reached out to the company multiple times and every time has either been ignored or lied to.

• Initial Complaint

  Date:09/06/2022

  Type:Product 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.

  I purchased cabinets from Cabinets To Go on 6/30/2022. One of the cabinets I received was damaged in transit, and I called customer care on 8/11/22 to begin the replacement process. The company has attempted to resolve the issue. However, mistakes have been made throughout the replacement process, and the impact has resulted in additional costs for me. I request a refund of 25% of the total purchase price to alleviate some of the financial weight they have caused while my kitchen project has been delayed. CTG committed to providing a replacement within **** days and has not done so. On 8/15/22, I requested a refund from CTG. The broken cabinet attaches to a microwave, and because it could not be installed, the microwave was not installed upon delivery as planned. I will have to pay my contractor an additional fee to install the microwave. I was not provided an ETA for the broken item, nor was there an option to expedite the shipping, nor do they keep local "stores" stocked. On 8/18/22, I spoke with two supervisors of CTG about this issue. I was told the item would be delivered to the store by Friday (8/19) or Friday (8/26). On 8/19/22, a rep of CTG emailed me that the item would arrive at the store on 8/23/22. On 8/23/22, a rep of CTG called and emailed to notify me that the item was delayed until 8/25/22. On 8/25/22, I was notified three times that the item had arrived at the store. On 8/26/22, I went to pick it up at the store, and the item was not there. It was listed on the packing slip but was not on the truck. The store rep told me it would arrive the following week, and he would report it. I also emailed customer care that it had not arrived at the store. During the week of 8/29/22, I reached out several times to CTG and received no response. Finally, on 9/2/22, CTG began a new replacement process a whole week after the item was missing at the store. I had to e-sign another document and am waiting another two weeks for delivery to the store for pickup.

  Business Response

  Date: 09/06/2022

  This is not a ********, ** cabinets to go customer.

  Customer Answer

  Date: 09/06/2022

  The store location I purchased from is: Cabinets To Go - ************, ********************************************************. The customer care representatives that I have been in contact with have been through the ************************************* and headquarters office in ************, **.