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:11/21/2023

  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.

  Paid over $13,000 to RTA Cabinet Store between Sep 27 and Nov 21. The most egregious issue relates to the most recent large order placed (order #****** for $6,024.32). I used their design service to ensure I received the right parts needed - these cabinets were for a kitchen island, so the backs and sides of the cabinets would be exposed. I needed to be sure I had the right parts to cover the cabinets and ensure that all edges were finished. With their help, I finalized my card and placed the order - since the purchase price was over $3,500, it was eligible for a 25% discount.
  
  The island was just assembled and it immediately became clear that additional parts were needed to cover all edges - there is exposed plywood on the sides of the island in the middle of the kitchen. Since these parts ($1,200) were not a part of the original order, I was told I am no longer eligible for the 25% discount that applied the previous order, since it does not meet the same threshold (order #******). I now have to pay an incremental $250 of shipping plus the higher cost per unit.
  
  The same discount should apply to the parts that were not shipped before, since it was RTA's design team that did not include them, and the additional shipping charges should be waived.

  Business Response

  Date: 06/05/2024

  Customer placed the order on 11/11/23. Customer neglected to add specific trim pieces to his order. At the time he stated her worked with one of our kitchen designers and the trim pieces were left off his order. After careful review we could not determine or, have record of him working with or using our design service. To assist this customer, we offered a professional courtesy of a 15% discount off the order for the trim once it was placed. He was expecting a higher discount.

  A new order was placed on 11/21/23 for the trim and the 15% was applied to that order.

  Thank you

• Initial Complaint

  Date:05/10/2023

  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 originally placed in order with RTA cabinet store through a designer in Dec. 2022. This was for over $27,000. The designer did not inspect the cabinets within 48 hrs. The designer later left our kitchen remodel job. When we began building our cabinets, over half were damaged. Even though the cabinets were shipped to our home, shipped under our name, I had a cabinet list, and an exact amount spent, RTA would not help us. We were forced to rebuy 14 cabinets for over $5,000 when all of them should have been under warranty/claims. About 20 could have been reordered, but we could only afford to replace 14. When the 14 were sent, 7 were damaged (cracked, bad paint, dents, etc). We filed a claim for 7 cabinets to be replaced. 7 were resent, 6 were damaged. Filed another claim. Supposedly 6 were to be sent. They sent 4, 2 were missing. Had to file another claim. Reached out multiple times that this is not normal, ethical, or of sound business practice. They are sending damaged goods without concern and then forcing the consumer to deal with it. They said they inspect them and they don't. I have asked for a credit. They offered $200. They said they gave me "35%" off my $5000 order when in fact they over inflate their prices then offer mark downs. They also know how much I spent in Dec. 2022 that they wouldn't help me with. No one cares at this business. I want my money back, or at least most of it. My kitchen is ruined because of them, and I am going to be forced to source cabinets elsewhere. Them forcing you to file claim after claim after claim is insane. They don't care that the cabinets are all damaged to begin with. They are selling a horribly poor product. I have uploaded the most common types of damaged we encounter at every order.

  Business Response

  Date: 06/10/2024

  Customers original order was delayed in shipping due to back ordered items. Once received there was damaged. Customer filed a claim, and each subsequent order was received with some type of damage. As part of the resolution in getting her replacements a number of refunds/credits were issued as well.

  Over the past ***** months, we have diligently refined our processes, adjusted policies, and fostered closer partnerships with our vendors and carriers. They share our dedication to prioritizing customer satisfaction, resulting in tightened shipping timelines, clearer assembly instructions, and a continued commitment to delivering outstanding products.
  

  Through ongoing training and development initiatives, our team has become even more attuned and responsive to the diverse needs of our customers.
  

  Thank you

   

   

  Business Response

  Date: 06/10/2024

  Customers original order was delayed in shipping due to back ordered items. Once received there was damaged. Customer filed a claim, and each subsequent order was received with some type of damage. As part of the resolution in getting her replacements a number of refunds/credits were issued as well.

  Over the past ***** months, we have diligently refined our processes, adjusted policies, and fostered closer partnerships with our vendors and carriers. They share our dedication to prioritizing customer satisfaction, resulting in tightened shipping timelines, clearer assembly instructions, and a continued commitment to delivering outstanding products.
  

  Through ongoing training and development initiatives, our team has become even more attuned and responsive to the diverse needs of our customers.
  

  Thank you

   

   

  Business Response

  Date: 06/10/2024

  Customers original order was delayed in shipping due to back ordered items. Once received there was damaged. Customer filed a claim, and each subsequent order was received with some type of damage. As part of the resolution in getting her replacements a number of refunds/credits were issued as well.

  Over the past ***** months, we have diligently refined our processes, adjusted policies, and fostered closer partnerships with our vendors and carriers. They share our dedication to prioritizing customer satisfaction, resulting in tightened shipping timelines, clearer assembly instructions, and a continued commitment to delivering outstanding products.
  

  Through ongoing training and development initiatives, our team has become even more attuned and responsive to the diverse needs of our customers.
  

  Thank you

   

   

  Business Response

  Date: 06/10/2024

  Customers original order was delayed in shipping due to back ordered items. Once received there was damaged. Customer filed a claim, and each subsequent order was received with some type of damage. As part of the resolution in getting her replacements a number of refunds/credits were issued as well.

  Over the past ***** months, we have diligently refined our processes, adjusted policies, and fostered closer partnerships with our vendors and carriers. They share our dedication to prioritizing customer satisfaction, resulting in tightened shipping timelines, clearer assembly instructions, and a continued commitment to delivering outstanding products.
  

  Through ongoing training and development initiatives, our team has become even more attuned and responsive to the diverse needs of our customers.
  

  Thank you

   

   

  Business Response

  Date: 06/10/2024

  Customers original order was delayed in shipping due to back ordered items. Once received there was damaged. Customer filed a claim, and each subsequent order was received with some type of damage. As part of the resolution in getting her replacements a number of refunds/credits were issued as well.

  Over the past ***** months, we have diligently refined our processes, adjusted policies, and fostered closer partnerships with our vendors and carriers. They share our dedication to prioritizing customer satisfaction, resulting in tightened shipping timelines, clearer assembly instructions, and a continued commitment to delivering outstanding products.
  

  Through ongoing training and development initiatives, our team has become even more attuned and responsive to the diverse needs of our customers.
  

  Thank you