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

  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

• 

  Cabinets To Go

  5604 Highway 153 Hixson, TN 37343-3725

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:10/01/2022

  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 had the store manager at Cabinets to go design my kitchen. There was an error from an employee that caused the order not to completely go through. My cabinets and install were delayed. Because of human error on the computer the original "blind corner cabinet" went on backorder. The store manager ordered a larger cabinet. The blind corner cabinet that was originally ordered was smaller. The accessory that was ordered to specifically go with the smaller blind corner cabinet is called a half moon shelf. When the size of the cabinet was increased the accessory wasn't. I didn't know this at the time. On the day of install I see the issue. The accessory is too small. I notified the store manager told that the plan was to refund the money for the original accessory and the difference for the new accessory, call them back to install it. Then told it's a no go and to contact customer care because they don't sell the larger size and they're not sure if it will fit. I called cust care again. to a small accessory to a larger cabinet. At the end of the day, after their oversight they're refusing to install the proper accessory. Come to find out they have a Rev-a-shelf rep Manager or a manager versed in that particular brand onsite. I was told the larger accessory would fit but because they don't sell the next size up they're not going to do anything but refund money for the accessory. Cabinets to go made the mistake. Now they're trying everything they can to backpedal as fast as possible. They refuse to fix the issue. They're trying to spin it on the phone as if I'm the one who made the mistake. I don't know what cabinets they have in stock nor do I know the accessories they carry. I told them I am also a disabled veteran and wanted that shelf to make my life easier. They don't care.If the designer or anyone for that matter would have caught the issue,we could have made appropriate corrections or changed the cabinet completely. Shame on you
  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/10/03) */
  We don't offer a bigger half moon shelf. We offered to refund the customer's money for the insert and let him keep the insert. He hung up on the rep.

• Initial Complaint

  Date:09/30/2022

  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.

  Hello,
  
  I am seeking a warranty transfer for Cabinets to Go Kitchen Cabinets that are installed in my new home that I recently purchased.
  
  Initially Cabinets to Go told me that I had a Lifetime Warranty and that they would replace my hinges / misaligned drawers in my kitchen.
  
  Since then, their customer care team has promised and then retracted similar statements several times to escape honoring its Warranty Guarantee.
  
  They then told me that I need to reach out to the family of the deceased warranty holder to obtain my warranty since the original holder - to my understanding - was very ill and might have since passed away. I do not personally know this individual and would feel that it puts me in a very uncomfortable situation reaching out to a stranger regarding a warranty.
  
  His name is on the aforementioned original Sales Order Form Packet that he transferred to me and left in the home.
  
  I am NOT seeking new cabinets (even though some of the faces of the cabinets do show visible wear). I'm only seeking replacement hardware / mechanisms that control the opening & closing of several Wall cabinets, Base cabinets and Drawers.
  
  These cabinets are currently a safety hazard because of the way that they hang and pinch with the opening and closing process of daily use. This is not good for adults nor children that are present in the home.
  
  I have the 100% of the documents and the original Sales Order from the owner who purchased the cabinets with the warranty.
  
  I've provided these documents via email to Cabinets to Go with the original: Sales Order #, Customer #, Store # Showroom, Model/Brand/Description of the Cabinets and more.
  
  Again, all I am seeking is replacement hardware for failed "soft close" mechanisms in wall / base cabinets and misaligned based cabinet drawers.
  
  I am hoping that Cabinets to Go honors what they said with its transferrable warranty.
  
  Best,
  
  ***********
  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/10/03) */
  It is the option of the original purchaser to transfer the warranty if they choose. The lifetime warranty however does not cover wear.

• Initial Complaint

  Date:08/31/2022

  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.

  10/2/2021 $9293.05
  We purchased cabinets and flooring from Cabinets-to-Go. One month after installation, the flooring began to drift apart, no longer staying "clicked together". We spent months reaching out to this company asking them to help resolve this. Meanwhile the floor has been getting worse, breaking at the connection points and now has jagged edges that are cutting my kids feet. Every time we call, they tell us that "someone" will call us back. I have asked to talk to a manager repeatedly and they always say that they are in a meeting. #**********
  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/09/06) */
  A third party inspection was completed. The customer has a copy of the inspection report stating the issues were related to install. Cabinets To Go did not install the product. The case has been closed on our end upon the inspection findings.

• Initial Complaint

  Date:08/30/2022

  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.

  Order cabinets from Cabinets to Go. Install was incorrectly done and re-order of cabinets took months. Now 8 months after install the cabinets and drawers are peeling. Contact company who claim this is normal wear and tear. Who spends 10K on cabinets to have them peel in 8 months.
  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/08/30) */
  We don't have a customer account under the information provided.
  
  
  Consumer Response /* (3000, 7, 2022/08/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have the receipts from the purchase in excess of 10k worth of kitchen cabinets. Now 8 months later they are peeling.
  
  
  Business Response /* (4000, 9, 2022/09/06) */
  To assist we'll need an order number linked to the customer name making the complaint.

• Initial Complaint

  Date:08/25/2022

  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.

  Date of transaction: 10/2021-8/2022
  Issues: gapping in countertop, drawers and cabinets not closing properly, cracked faceplate on cabinet. They have sent a repair man to fix the issues, and they are not fixed. I have had multiple installers "no show" me. Cabinets to go refused to cut the hole for my sink so I paid $400 for that out of my own pocket (it was included in my installation). I paid about $10,000 for the kitchen and pantry. Cabinets to go employees have screened my calls, ignored me on multiple occasions, and have not provided any support.
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/09/01) */
  There was a $500 credit issued to the customer on 8/17/22.

• Initial Complaint

  Date:08/25/2022

  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.

  Im in the middle of a $65k kitchen renovation. On July 29 I placed an $800 online order for cabinet handles and knobs (order #*****). The expectation was 7-10 days. On 8/11 I emailed CTG Customer Service inquiring when the order would be shipped. I received a response saying they would email me when it shipped. I replied on 8/12 asking if there was any expected shipping date and I never received a response. Then on 8/16 I received a generic email stating my order shipped, however there was no tracking provided. On 8/19 we still had no updated tracking etc so we called the local Store (where the order was to be delivered) and they couldn't help. Then we called Customer Service and again they couldn't tell us where the order was or when It was suppose to arrive. They said they would research and call us back, which they never did. We called Customer Service again on 8/23, 8/24 and after spending 20 minutes each time painfully explaining the situation again each time they said they would research and have it rectified by EOD and call us back but never called. Today 8/25 we called AGAIN and are getting the same thing. We've asked them to reorder and expedite a new order for us and they can deal with the lost order on the back end ... since it would be going to their store anyway...and they refused. We asked to cancel and refund us and they refused and we asked to speak to a Manager and first they said they didn't have any or anyone else to talk to...then conveniently they were "in a meeting". Never seen a company just throw up their hands like this. Horrible online experience. Seems like there are huge gaps in their fulfillment areas and business partnerships. I want my order of handles delivered to my home by Wednesday 8/31/22 so that I can complete my project.
  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/29) */
  The items are available for pickup at the Cherry Hill location. We left a voice mail for the customer with the details 8/26.

• Initial Complaint

  Date:08/18/2022

  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 purchased cabinets from Cabinets to Go (CTG). Many issues they refuse to correct in an acceptable industry standard. Peninsula installed crooked which created issues w/ the countertop that is separate from their installation. The countertop & plumbing now have to be removed & replaced due to CTG's improper cabinet install. The countertop company at one point was willing to come out remove & reinstall at their own cost. When it seemed everything was ready to go to fix this I asked CTG if they had a plumber scheduled. I was given a bunch of lies about why they were not providing a plumber & then just flat out told "nope, we are NOT paying for a plumber", even though the corrective work is their responsibility. They drug their feet for so long that I don't know if the countertop company will come back now, they also don't think they should be responsible for the cost of stone replacement even though this is their fault at many levels. I have many warped cabinet doors, they only agreed to replace one. There is exposed raw wood on every door, & drawer. They want to use markers & spray paint to fix it. They sent 2 different inspection companies out & both said there are many issues. They hired one company to do the corrections. That company refused to use markers & spray paint because it would make it worse & they didn't want to be liable. They said everything needed to be replaced. CTG went against their own inspection company about replacing the cabinet fronts. I finally caved & said okay, but you have to hire a professional cabinet refinisher, they said no, they are not going to hire a professional. There is shrinkage in every single wall cabinet, the wood has shrunk so much at the top of every cabinet that you can see the wall. You cannot fix this with material as they suggest. There are many installation issues, gaps at the crown & trim, & crooked drawers. There's obvious material defects that can't be fixed w/ markers & tape. I have many more pics & emails.

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/18) */
  We've made every accommodation for this customer that will be made. The customer is aware.