ComplaintsforCabinets To Go

• Initial Complaint

  08/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Over one month and still waiting on countertops Customer service stopped responding Products ordered incorrectly and it being treated as if we made the error

  Business response

  09/07/2024

  Customer Care has not stopped responding to ** ****. Customer Care has been consistently giving the same answer, as has the local store in Taylors SC, which is not the answer he wants. *** **** would like us to cancel other customer's installations to give him an earlier slot, but this is not something we will do. *** **** also commonly expresses his frustration through screaming and swearing and has been quite rude on multiple occasions. ** ****'s order is currently being fabricated, but it does take some time to ship materials, fabricate countertops, and then install. *** **** ordered under a very tight timeline, one we were up front about not being guaranteed we could meet, but that we would do our best. Unfortunately we did not meet *** ****** desired timeline. His sink was delayed in arriving on site which meant the cabinet installer could not mount it at the time of cabinet installation. This caused a delay in the countertop process as well. The countertop template cannot proceed until all parts are on site including major appliances, sinks, faucets, etc, to ensure fit.

  Currently, template has been completed and we are actually waiting on *** **** to approve the final drawing and confirm material choice to the fabricator via email. *** ****** order is on the very last steps and near completion, and he should expect countertop installation soon.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been trying for several months to receive a 9 piece cookware set that was suppose to be provided with my nearly $30,000 dollar kitchen cabinet order from March 2024. The designer, Kandice, messed up the order and continued to drop the ball and make excuses. I tried several times to resolve the issue and also spoke with the store manager who said in order to get the cookware set I had to lay out another $750.49 that they would eventually refund to me. The error was the fault of the designer from the beginning. I should not have to lay out any more money for what was suppose to come with my original order that was paid for in full. I just want the cookware set that I should have received months ago. I also contacted their customer care and have never received back a resolution. Please help. Thank you.

  Business response

  09/09/2024

  **** *********

  Complaint ID: ********

  
  

  This customer changed his order 5+ times and had to be re-written from scratch twice due to the customer changing her mind about cabinet color and layout choices. Unfortunately, Kandice left off the free cookware promo on the last re-write, so *** *********** cookware was never ordered. The computer system works by giving dollar for dollar credit toward cookware when purchasing accessories such as trash can pull outs toward the cookware. All that needed to happen was to refund all of the accessories from one sales order, and then ring them up on a new sales order while adding the free cookware promo that was missed. It would have been a net $0 transaction, but required a card number and DocuSign. This should have been an easy fix, but the customer refused to comply, so there was no way to add the items to her order due to system limitations.

  Customer response

  09/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  Regards,
  
  **** *********

  Customer response

  09/09/2024

  Wow. I am disgusted but not surprised at the business's response. It is not at all what happened. The re-writes that  happened were because Kandice messed up on the order. She sold us one of the cabinets in the order that was discontinued- she should have known this before we placed the order - and we paid for it in full- which they required. I wasn't happy about the change, but was on a time crunch, which she knew. We were told the cabinets were in stock and could be delivered within 2 weeks. That didn't happen and no communication. I called to follow up and was told by Kandice that the delay was because the accessories ( handles and knobs) would take longer. Instead she said she would re-write the order separating out the accessories so that the cabinets would be delivered. Again delays until I called. Along with the cabinets, I was suppose to get an under the sink mat and a cookware set. Neither of which came. Again had to call and follow up. This went on and on on until we finally drove over an hour to the store to see Kandice in person, who told us she'd fix the matter, eventually giving us a mat from their warehouse, but no cookware. Again she said she would fix the matter. More time went by until I reached out to her again and was told the cookware would be on the next truck- which didn't happen, and again I had to follow up and eventually was told she would fix the issue. No response. We again went to the store and Kandice finally admitted she messed up and would fix it, never telling us that I would have to lay out another $750.49 for something that was free with our order. I spoke with the manager the next business day, who insisted that I had to give him my credit card information and lay out another $750.49 in order to get the free cookware set. My issue from the beginning of my complaint is that I should not be required to lay out another $750.49 for a "free" cookware set when the errors in the order were done by their employee. The whole experience has been awful. It is simply reprehensible to blame the customer for their mistakes. Their policy/system limitations are not my problem. If they cared about their reputation and customer service, they would find a way to resolve this matter without me having to lay out anymore money.

*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. ↩