ComplaintsforCabinets to Go

• Initial Complaint

  09/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  In April I purchased a set of cabinets through a ***resentative. She quoted me out for a design and did not include one of the cabinets on the sales order. I was told on multiple occasions that the total price of the quote included everything I needed. I would not have made this purchase if it were more than was quoted. When I received the order, a cabinet was missing. Upon informing the company, they told me that the *** made a mistake and accidentally didnt add a cabinet to the quote and that I would have to purchase the cabinet. They would not make any accommodations for their mistake or even honor the sale price. I would have never made this purchase had I not been lied to on the total price

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed an order for 2 cabinets from Cabinets To Go (******) on 11/24/23. This was actually the second time trying to order these cabinets as the first time the order receipt indicated the wrong size and type. This was corrected via email (I sent them the correct measurements) and phone. Upon placing what I thought was the correct order, we picked up the order on 1/5/24 as that was the first time we could make it to ****** to do so since we live about 2.5 hours from the store. Upon opening the boxes at home, we realized that Cabinets To Go had given us the incorrect size. We received 36" wide, 24" tall cabinets, but had asked for 36" tall, 24" wide. I called the ****** store and asked if they could ship us the correct size cabinets, as they had made the mistake, but they said they could not authorize that and recommended I talk with national customer care. I spoke with customer care on the same day, Friday 1/12 and was told my request would escalated and I could expect a call back on Monday. There was no phone call on Monday. On Wednesday 1/17 I called again and was told again that the request was escalated and still pending with the management team. I still had not received a call back, so I called a third time on Friday 1/19. I spoke with '*******'. Initially I was told that my request was still escalated and that management had not made a decision. I asked to speak to her manager, but was told there was no manager to talk t. I requested an email or phone number of someone in management so that I could directly to talk with them next week. This request was 'given the run around'. After 50 min of being on the phone I was told that my request had actually been denied and that Cabinets To Go would not ship to my home address. After another 40 min I was finally given a name of someone in management "****" and a phone extension to call on Monday (1/22/24). I called on Monday and there was no way to enter an extension number, so I ended up back on the ************* phone line. After ***** I did talk with ****, who said they would review the request 1 more time. 2 Days later (1/24) I was denied the shipping again. Thursday (1/25) I called the ****** Cabinets To Go store early and left a message asking to talk with *******************, who I believe is the branch manager. I did not receive a call back. I then called again on the same Thursday in the afternoon and talked with a ****** sales associate to order the correct cabinets. The sale associate could not quote me on the price (my original order had a sale discount and he and me both agreed the same discount should be applied to this order) and said he'd have to talk with his manager about the pricing. I was told I would receive a call back. I never received a phone call back.

• Initial Complaint

  05/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 12/27/21 I purchased cabinets and paid for them in full in the amount of $6294.54. Sales order #SO91463529. On 2/16/22 I updated my order due to product unavailability. The total with changes came to $5994.32. Sales order #SO91479560. This created a difference of $300.22 which should have been refunded to me. I have made several calls to customer service who always send me back to the store. I have spoken to the representative at the store and have provided them copies of the invoices which reflect a refund is due to me. My cabinets have been installed for 3 months now and I have been unable to resolve this issue through normal channels.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The installer assigned to do the install isn't a dedicated installer. He has a remodeling business of his own and only does installs for CTG whenever he feels like it. I have waited patiently for this person to call me back, respond to my text, call me back after I leave a polite voicemail, and generally show up. I had to have my husband call him and get him to respond and he says he'll 'be there in the morning' and does not show up. I've called CTG to call him directly, and then my husband gets the text that he'll be here. And yep, you guessed it, he still didn't show.I paid over $3,300 for an install that is not going to happen. Either refund my money or finish the job in a professional manner.

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