Complaints

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

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• 

  Cabinets To Go

  2350 W.O. Smith Drive Lawrenceburg, TN 38464

• 

  Cabinets To Go

  650 Burnet Ave. Syracuse, NY 13203

• 

  Cabinets To Go

  3050 W.O. Smith Drive Lawrenceburg, TN 38464

• 

  Cabinets To Go

  1124 W McEwen Dr Franklin, TN 37067-1723

• 

  Cabinets To Go

  11780 Philips Highway Jacksonville, FL 32256

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:03/28/2023

  Type:Service or Repair 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 purchased cabinets and paid for installation. Installation was not completed because some of the product ordered was missing. Cabinets to Go was informed that installation was not completed yet, and we were directed to contact their contracted installer. Contractor never came back to finish the job despite trying to reach out to him multiple times. Cabinets to Go supervisor named ***** informed that "we need to take it up with the installer" despite installer being contracted by them and it was included in our pricing. We have items that were never installed as promised. We need to be compensated for incomplete installation services, also provided missing parts of our order which included quarter round pieces and blue paint for island.

  Business Response

  Date: 03/28/2023

  I advised the customer on the call they are outside the 30 day time-frame to report issues. This order is from late 2020/ early 2021. She stated she needed additional quarter round, she was told she'd have to order additional items via the store.

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair 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 ordered cabinets totaling around $16k from my local Cabinets To Go location back in June of 2022. I then dealt with backorder issues that made it so I didn't receive my items until December of 2022. Many of my items arrived damaged. I contacted the company for replacements for my damaged items. I then went back and forth with them, trying to get proper replacements for the last 3 months. I also had to order extra cabinets because they made errors in my order. It's now been 3 months and I still do not have replacements for my damaged items. I just went to the store today to get the replacements, which they said were there, but they were not there. The incompetence with this company is astounding. I need someone to step in on my behalf and get them to do what they should have done months ago. They have not offered even a single ***** in compensation for the extreme problems that I have experienced. The people in the store won't do anything - not even apologize - and the remote customer service is slow and unaccommodating. I am at my **** end. I have a partially done kitchen that has been delayed for months. This has been a HUGE inconvenience, to say the least. Please help me to get them to do better. I am at a loss. They even screwed up the replacement parts order. We went back and forth for months going over the damages. They aren't even giving me proper replacements to begin with. They refused and are only providing the bare minimum parts and if those are messed up, then what? I can't take this anymore. Please help.

  Business Response

  Date: 03/27/2023

  We have the replacement parts ordered. We don't compensate for issues, we replace the damaged item.

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair 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 called to get new kitchen cabinets, and new flooring for 3/4 of the house. ************** stated he could help, asked if I needed measurements, I said yes. He said I had to prepay, no way around it. The third party contractor came out to measure, asked if I needed demo, I said yes. 2-5 days later, ************ sent an email saying they don't do demo, and don't do stairs quotes, would have to go through the third party. I was never told that was the case in the beginning when I was getting details for the install. If I would have known that CTG did not do demo or stairs, I would have never gone through this. Now I am requesting a refund for $198 for my measurements, and have been denied multiple times by multiple people. CTG is misleading people with what they can and cannot do, but never let you know until you have already paid initial measurement fees.

  Business Response

  Date: 03/28/2023

  Measures, installs and demos are handled by a 3rd party as stated on the DocuSign the customer signed at the point of sale.

  Customer Answer

  Date: 04/01/2023

   
  Complaint: 19626420
  
  I am rejecting this response because:  You are not addressing my specific complaint- demolition of existing flooring and stair installation.  I spoke with my sales rep ************************* initially and he said CTG does it all, then when he gave me my quotes (after I paid for measurements) he said CTG does not do demolition of flooring and existing kitchen, and CTG does not do stairs.  If I would have known that, I would not have agreed to the measurement.  I just want my measurement fees refunded, I feel as if you didn't give me honest information beforehand, and just wanted the sale.  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/03/2023

  Measures, installs and demos are handled by a 3rd party as stated on the DocuSign the customer signed at the point of sale.

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19626420
  
  I am rejecting this response because:  You are still missing the point here-your representative ************************* stated CTG did everything, and CTG does not.  I would not have moved forward with a measurement if I knew that demo and stairs were not covered through CTG.  Please refund my $200.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/13/2023

  As stated on the DocuSign the customer signed at the point of sale, Measures, installs and demos are handled by a 3rd party. Customer didn't read over document at the point of sale before signing.

• Initial Complaint

  Date:02/21/2023

  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.

  Cabinets were ordered from their custom line Gracious Homes at the *********** Store in July. Cost was around 51 thousand. Spent at least six hours with ******* ***** finalizing a specific design plan. She was very knowledgeable and helpful.When the cabinets arrived approximately six weeks later my contractor discovered no molding was sent. As they installed the cabinets numerous errors were discovered such as incorrect cabinets and missing shelving and finishing skins etc. Four Claims were filed, and some corrections were sent.Numerous emails were sent, and phone calls made, **************** was not helpful.Still waiting for corrections on numerous items and ordering skins for pantry. This has cost much time and money for contractor to keep redoing things.

  Business Response

  Date: 03/16/2023

  We're checking into the issues reported and are following up with the customer.

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair 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 file a claim about my cabinet. I have a lifetime warranty. The store told me the cabinets would be replaced but Customer Relations tell me something different. Need upper management to give me a call

  Business Response

  Date: 02/16/2023

  Our terms and conditions state we replace the defective part, we don't send whole cabinets.

• Initial Complaint

  Date:12/15/2022

  Type:Order 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 purchased cabinets from Cabinets to Go and the design layout I requested had been changed without my approval. I requested that 5 cabinets be changed out. 1 which I admit I ordered incorrectly, 2 which clearly didn't match the design layout that I had and 2 that were the wrong size. After little to no response directly from Cabinets to Go I went to my bank to dispute the charge because I didn't get what I paid for and unauthorized changes had been made that I didn't sign off on. After 3 months of no work due to the dispute I was told that I would not get my money back and they would come complete the installation of the cabinets along with the changes they approved, which include sending out pieces for cabinets that came to me damaged from their warehouse. I was given a specific date they would install my cabinets which was a month after the end of the dispute. No one showed up to installed my cabinets. I missed Thanksgiving without a kitchen because they had no available dates in November and now I am nearing the Christmas holiday without a kitchen because they missed the initial date of installation in December. I paid Cabinets to Go in full including the installation and measurement fee, was told they would immediately install the cabinets at the end of the dispute and I still don't have my cabinets installed. They submitted their agreement as reason why my dispute wasn't applicable, but according to their agreement if the installer doesn't hang the cabinets and I notice something wrong they will correct it. When I saw that they weren't hanging cabinets according to the layout I had and there were damaged cabinets I contacted Cabinets to Go immediately. They haven't held up their end of the agreement and initially all I wanted was the cabinets to be fixed that were wrong. I am fed up with the lack of customer service and follow through as if I work for them and they can treat me a paying customer anyway without reprocussions. I want my money back!

  Business Response

  Date: 12/15/2022

  Customer is aware the installers are scheduled to complete this on 12/21.

• Initial Complaint

  Date:11/09/2022

  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.

  On June 9, 2022 I placed and order for cabinets and waterfall countertop, from original sales person to the end of installation an accumulation of lack of communication started. ******* forgot to schedule delivery. Finally in August items arrived at my home. On Sep 19 Cabinet installation was completed yet there was no communication initiated with **********************. Finally after phone calls initiated my me the initial measurement of the countertop was done. **************************** measurement person was not aware who the current staff at cabinets to go was and expressed he would go into their office to meet them and share some concerns he identified from the installation of the cabinets at my home. Thereafter around first week of october I received a phone call to verify countertop installation for Oct 14, 2022. I agreed since it had been 4 months of having no kitchen nor kitchen sink in my home. My son was at the home to open the door for the installers as that day I had to be out of state for military duty. Countertop was installed when son asked me via text message if the waterfall was not going to be installed as the countertop had a non waterfall finish. After receiving pictures I made phone calls to granite by design which said Cabinets to go had not sent an order for such countertop choice. Once I was able to get a hold of ****, he was able to look at my order to then verify it was an error at their end. After 3 weeks of asking questions I was referred to make a claim. Now after placing a claim with CTG i am being told they are to abide by their policies and case is closed. CEO must be aware this is an example of company processes deficits and the need go further into all the errors with my order. Customers contribute to the companies revenue, this experience in a different industry such as healthcare would lead to a lawsuit. Today is Nov 8, 2022 and I will have to settle for the wrong end result and finally get plumbing and sink completed.

  Business Response

  Date: 11/15/2022

  The waterfall countertop was not paid for on this order.

• Initial Complaint

  Date:10/25/2022

  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 purchased cabinets, flooring and countertops thru Cabinets To Go in *****, **. in May of 2021. We were told by our sales person they would only warranty the cabinets and flooring if we used their people to install. We decided to do that even though the cost was much higher. We had them come out and measure and do the entire job. It took longer than expected for material to come in. Then we went thru months with the first installer putting us off, lies at ever turn, wrong measurements and us having to pay extra upfront money to him. After months of this the ***** store apologized and said we had been done very wrong and they would turn in claim for us. Second set of their contractors came in and now one and a half years later we are still trying to get the flooring piece of this job complete. When we called the ***** store back they told us they couldnt help - call 800 number customer service. After many many many calls, texts, emails and literally going in circles with them we realize they have taken our money and just dont care about completing this job. It has been the worst experience! No one should ever use this company.

  Business Response

  Date: 10/26/2022

  I can't locate an account with the provided information.

• Initial Complaint

  Date:10/12/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 cabinets from the Lawrenceburg store (*****) in July. The SO gave an estimated delivery date of 8/20.
  
  We were then told delivery dates of 9/1, 9/15, 10/1. Then we were told the cabinets were there and just needed to be unloaded. But still no cabinet....Were they given to someone else? Now we're being told 11/1. Maybe.
  
  While we understand delays in the current market, this is extreme. Especially with the misinformation and what seems to be deception.
  
  The delays have cost us at least a percentage point in interest rates. The cabinets are the last item we need to prepare to close. 1% equates to ~$50,000 over our mortgage.
  
  I have requested a FULL refund so that we can find other options. While I really wanted those cabinets (Spring Hill Hickory), we cannot continue to wait and face even higher interest charges.
  
  I have requested a full refund as they are far past their estimated delivery date of 8/20. We have been more than patient. They are now avoiding my calls and emails. We do not expect a partial refund but a FULL refund as the delay is entirely their fault and no fault of ours.
  
  From others reviews on social media, we are not the only ones. Yet they continue to make sales and no refunds when requested.
  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/10/13) */
  The selling store is cancelling the order and issuing a full refund.
  
  
  Consumer Response /* (3000, 7, 2022/10/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  A full refund IS ACCEPTABLE but we have not heard from anyone at CTG to arrange for the refund. By when? How? Who? They do not answer phones or reply. They have not tried to call or email. The only reply I have received lately is from an unknown someone saying they are researching.
  
  
  Business Response /* (4000, 9, 2022/10/17) */
  Our records show the refund was processed to the customer's credit card 10/14.
  
  
  Consumer Response /* (2000, 11, 2022/10/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They sent receipt for refunded transaction and I can now see credit processing with card company.

• Initial Complaint

  Date:10/05/2022

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  On Oct 19th 2021, I purchase************ **** Grey cabinets for my kitchen remodeling project. I received all cabinets except for a 24x30 diagonal corner top cabinet. I was and still am in contact with the Beltsville store in Maryland where I purchase my cabinets from and was told it was on backorder with an expected arrival in December of 2021. So I waited until December when all the other cabinets had been install and my kitchen remodel completed with the exception of this one piece. I follow up in December and was told due to supply chain issues and supplies getting into American port it was on back order with no arrival date. I had asked for a refund which seem to take forever to process while I search for a solution but due to the uniqueness cabinet doors and with hinges I could not get a match anywhere else and was stuck. So I decided to try and wait it out (not get refund) because I need the cabinet space for storage and for my kitchen to have the complete and finish look. I was in constant contact with the salesperson and manager at my store and was told I was first one on the waiting list of people that are waiting for this piece to come in. Then by February I was 3rd person on the list and still no news as when I can expect shipment. In March, I was told a ship fully stock of crates would be coming in by July and there would be plenty of my corner cabinets on it. I still continue to check monthly on July 1st, I received an email from **** ****** VP of Merchandising stating that my cabinet would be in Sept 2022 and that if I could not wait that I can redesign my space with available stock with other cabinets in stock which would give me mix n match kitchen with one cabinet out of place. It is now Oct 5th 2022, and I still have no cabinet and no delivery date and I keep getting the same "cookie cutter" answer that it still on this ship
  At this point, I would like my corner top cabinet or a refund for the money I paid for a cabinet I
  have not received yet.
  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/10/06) */
  We have multiple cargo ships en route with an ETA of late October/ early November. If the customer wants to cancel the order they will need to contact the store.
  
  
  Consumer Response /* (2000, 7, 2022/10/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The reason I have to accept this choice as I would like to have a finish kitchen and I can't get this cabinet anywhere else.
  I am not happy that the ETA of cargo ship keeps changing and a definite date is not able to be given. I think they should be able to narrow it down from when it left port til it reaches the States. But if not here by November, I will contact store for refund and see if it is as simple as that.