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:01/06/2025

  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.

  On 2/19/24, we paid CabinetNow (CN) $30,755 for ******** kitchen ******************* vanity.The order arrived April & upon May unboxing, we escalated several defective products-terrible appearance including poorly constructed miters, cracks, cuts, not fully painted, ******************* visited in person 5/24 & were apologetic, promising to make it right.We confirmed we wanted the product seen in showroom & paid for-no defects.We have been patient the last several months waiting for replacements but mostly we received multiple delayed deliveries of worse than initial cabinet fronts/doors, some broken/not matching, that we have escalated and not installed.We had to repeatedly ping CN to receive any response.On 9/11, CEO **** ****** informed us the products under issue were normal/typical appearance & that our cabinets were out of warranty-completely contradictory to the May site visit ****************** of email/commitments that CN would make sure we were taken care of & love our kitchen. He offered us to spend more money with CN or on our own.Then additional poor product arrived late ******* is clear CN cannot deliver acceptable ******** product so on 11/12, we had a call with Mr. ******* proposing resolution of a $15,000 refund, due to the poor customer service experience resulting in delays & moving related costs; costs from 4+ defective shipments that required receiving, documenting, storing, & now apparently disposal; additional cost we will now incur to have to redo this project + home value impact.We ended the 11/12 call with Mr. ******** agreement to resolution response by 12/31/24.Repeat defective product information & why our warranty should not be voided was provided on 11/12, call summary sent 11/14.He has not responded to follow up inquiry on 11/18, 11/25, 12/3 & did not show up to a 12/9 scheduled call.We are therefore reaching out to BBB as ********** has not upheld written commitment to deliver our purchase or come to acceptable resolution.

  

  Business Response

  Date: 01/08/2025

  Response to BBB Complaint:
  At CabinetNow.com, we take great pride in delivering high-quality custom cabinetry and exceptional customer service. Despite our extensive efforts to resolve this matter, we regret that the customer remains dissatisfied. However, their complaint contains significant misrepresentations, and we feel it is important to provide clarity and address the situation accurately.
  
  1. Order and Product Delivery:
  The customer ordered custom-painted wood cabinets but declined our offer to provide samples prior to production, stating they had visited a third-party showroom and were confident in their selection. ********** does not have showrooms, and we cannot confirm the products they are referencing as the basis of their expectations. The cabinets delivered met the specifications of their order.
  
  2. Improper Storage and Voided Warranty:
  The delivered cabinets were stored in a construction site in ************* that did not meet the climate-controlled conditions explicitly required by the manufacturers warranty. Although the project began as a kitchen remodel, it expanded into a full-scale renovation of a multi-million-dollar home. When our team visited the site on May 24, 2024, the house was stripped to the studs, with open windows, no insulation, and no apparent climate controlconditions that violate both the manufacturers and CabinetNows terms of service. Such storage conditions, especially in a high humidity climate like *************, exposed the cabinets to fluctuating humidity, temperature and moisture, which likely contributed to joint separation and other issues.
  
  3. Improper Installation by the Customers Team:
  During our site visit, it was evident that much of the damage was caused by improper handling and installation by the customers installers. Examples include:
  Paint scuffs on the bottom edges of the cabinets from sliding them during installation.
  Improper screws used to install decorative panels, which punctured through the panels.
  Scratches on the interior surfaces of the cabinets, caused by installers making on-site adjustments.
  These issues were clearly not related to the manufacturing of the cabinets, and the damage was fresh, further indicating improper handling. The terms of our warranty specifically exclude damage caused during installation.
  
  4. Normal Characteristics of Wood Cabinets:
  The customers primary complaint concerns the visibility of joint lines in painted, mitered wood doorsa standard and inherent feature of natural wood cabinetry. These joint lines result from the natural expansion and contraction of wood and are well-documented across the industry. For customers seeking a flawless, seamless finish, synthetic or MDF materials would have been more appropriate, but these were declined during the ordering process. Despite this, we replaced several components in good faith, even though they met industry standards
  
  5. Extraordinary Efforts by CabinetNow:
  ********** has gone far beyond standard practices to address the customers concerns, including:
  Multiple replacements of cabinet components at no cost.
  Coordinating extensively with the manufacturer, ********, to expedite production and shipping.
  Conducting a site visita first in our ********************************************************************************** detail.
  Conducting a second site visit, another first, to install replacement products in the spirit of customer satisfaction. 

  Despite these efforts, the customer has been unwilling to accept reasonable resolutions, such as touch-up kits or replacements with alternative materials, and has continued to demand a $15,000 refundan unreasonable request given the cabinets have been installed and are in active use.
  
  6. Customer Demands and Conduct:
  During a phone call on November 12, 2024, the customer made inappropriate and vulgar remarks while demanding a $15,000 refund. He then proceeded to disparage our employee  who drove 8 hours round trip to install replacement products in good faith. We understand that managing a large renovation project can be stressful, but the customers behavior and inflexibility have made it exceedingly difficult to achieve a resolution. Their demands extend far beyond what is reasonable or aligned with industry standards, and behavior has lacked civility
  
  7. Proposed Resolution:
  We remain committed to customer satisfaction and are willing to address any verifiable defects within the terms of the warranty. However, we cannot provide a refund for products that meet industry standards, fulfill the specifications of the order, and have been installed and used. The damage to the cabinets resulted primarily from improper storage and handling, both of which are outside of CabinetNows control.
  
  Supporting Documentation:
  Storage Conditions: The homes construction site lacked climate control, violating warranty requirements.
  Improper Installation: Evidence of scuffs, scratches, and punctures caused by mishandling during installation.
  Wood Characteristics: Visible joint lines are a normal feature of mitered wood cabinetry.
  
  ********** has acted with professionalism and integrity, exceeding typical efforts to assist this customer. However, their expectations and demands are not consistent with the nature of the products ordered or the terms of our agreement.

  
  

  Customer Answer

  Date: 01/13/2025

  It is disappointing to read this response. We hope that BBB will take our response seriously in evaluating Cabinet Now's BBB rating and that potential customers will read our complaint/ thoughtful response before deciding to proceed with any business with this company. Instead of working toward resolution, CN is attempting to deflect from the true issues by building a false narrative and providing untrue information. This is incredibly disappointing. Among other information provided in detailed responses (see below/attached), this includes 
  1) the blame to our installer is brand new/has never been made before
  2) we did not make "demands" - rather we provided information as requested and made respectful attempts for response when we heard nothing back 
  3) CN would have no business knowing project scope on our home- there was no "full scale renovation" 
  4) their employee made unprofessional complaints at the second site about the visit and their pay (see additional detail)
  5) it simply makes no sense that CN would commit to provide acceptable product if they had determined defects were the fault of the installer and within normal parameters (never mind the fact many of the issues could not possibly have been caused by the installer). 
  The facts remain straightforward: we purchased a product, CN committed to delivering that product but has been unable to, therefore we have requested a refund due to incurred additional costs to date (we took in good faith their commitment to make things right) as well as future costs. Our complaint and statements are backed up by documentation- CN has declined to provide any. It is unfortunate CN has decided after nine months of back and forth to simply drop their commitment - a signal of their lack of integrity as a business and poor customer service. This comes after telling us our warranty is voided more than three months after they were apparently aware it was voided for reasons that do not make sense. It is unprofessional to offer multiple times to discuss resolution, then to not even respond to what is proposed by the customer- it has taken this ******************** complaint for them to provide a response that has no negotiation included and no follow up on warranty. The only solutions they offered earlier in the process were for us to spend more money on our own after tens of thousands of dollars already. When it was time for ** to truly fulfill their obligation- they abandoned the customer without even a response. We are now left with defective cabinets, a ton of waste, and no warranty. 
  
  Detailed Responses:
  1. We made our own trip to a local ******** showroom as CN does not have a showroom. We were informed that ** was an authorized seller of ******** products (and CEO ****** confirmed this on a call) and ******** is listed on our purchase order- so if they are now stating they cannot provide true ******** product, that is false advertising.
  
  2. As provided in documentation, escalations about the products were made upon unboxing and before the site visit- the company is declining to state the true timeline of events to distract from the fact the products were sent with defects. Photo documentation exists from unboxing/time of install/before any usage or prior to installation. To insinuate that the cabinets were stored for some lengthy period of time in an outdoor environment is inaccurate.
  The site visit was on May 14- not May 24- and again, issues were reported/escalated before the site visit. 
  Further, CN's decision to pivot to personal attack is deeply unprofessional- as a cabinet seller, CN would have no knowledge of the scope of work done in our home (which was not a full-scale renovation that they write) and despite being provided permit information, they continue to provide false statements about timeline. The location of the home is irrelevant- again, the issue at hand is the product provided on delivery and the commitment CN made to us. 
  
  3. These statements blaming our installer are brand new and a surprise- these statements have never been mentioned verbally or in writing to the customer or installer before. If CN and ******** stood by the product's status, it would not make sense for them to make a site visit, then to express apologies and commitments to fix the problem, and execute multiple shipments over several months to try to replace the initial products delivered- see documents. All photo documentation of products in the subsequent shipments was done on unboxing/no installation. This section appears to be another attempt to deflect from the issue at hand and CN's inability to provide acceptable product. CN and ******** know that if these products were delivered to their own home, they would not accept it- we know this because they made comments as such. Further, there were defects such as cabinets not fully painted and inconsistency/poor craftsmanship that could not have possibly been the fault of the installer.
  
  4. The issues at hand are true defects and this was discussed at the site visit, as well as in emails- it was only recently that ** has stated that the products are now suddenly within normal parameters and they have been the whole time. Again, it does not make sense to have been engaged in this project over several months if CN and ******** stood by their product on initial delivery. If CN had separate conversations with ******** or is dissatisfied with their business partnership as a seller of ******** cabinets, that is their business to handle- not the customers burden. Further, CN is not acknowledging that parts arrived broken and not fully painted and with errors- which has nothing to do with normal visibility of lines. 
  
  5. 
  **** stated in the complaint, the multiple replacements sent are not suitable/acceptable replacements (see documentation for products worse than initial) and have actually cost us in storage as well as waste disposal from packing materials and broken/defective cabinet parts- which is part of the justification for refund requested. If CN would like the non-installed additional parts back, we would be happy for them to arrange shipment back to them/pickup, which would not do anything about costs already paid but would reduce some upcoming potential costs that they have stuck with us. Further, delays in shipping and communication delayed our move in timeline and we incurred additional costs as a result.
  **** stated we were not allowed to coordinate with the manufacturer ******** directly at all or obtain contact information, stating that it would be in violation of contract- so there is no reason to tout coordination with *****************
  c. The result of the site visit was apologies from both ******** and CN and commitment to make the situation right. Our contractor heard directly at the site visit from ** and ******** that these products should never have been sent. The additional shipments contained mostly products worse than initial (see photos and email correspondence) and no shipments addressed the damaged internal cabinet pieces.
  d. Please see below in #6 for further information about second site visit.
  e. As stated in the complaint, the only solutions offered have been to spend more money with CN and/or do additional work on our own- they have not offered replacements with alternative materials or to send us touch up kits. Spending additional money with CN for replacements after the tens of thousands of dollars already spent and the customer service to date is unfathomable and add-on work that they indicated we would bear the cost of (estimated at $8k, also not possible for us) would certainly violate any manufacturer warranty. We made one request for a refund in a call and followed up in writing with the justifications provided (see documentation).
  
  6. The refund was not demanded- it was proposed in succinct terms given the nine months of back and forth that preceded this ask to close out this disappointing project on the most favorable terms possible. CEO ****** did not state the request was inappropriate or unreasonable at the time of the call, rather he stated he understood and asked for more information in writing and that he would discuss with his team and get back to us. He also asked for the defective product information to be sent again as well as the data on timeline to ensure the warranty was valid. So we did. As stated in the complaint, we politely asked for updates (see documentation) three times over the course of the following several weeks and tried to schedule another call. Only did a complaint to BBB render any response and this response not only has no negotiation, it provides no effort on **'s part to ensure our warranty is valid. Our written ask included justification for the refund amount- there is nothing in the written response to address many of these reasons (lack of responsiveness, added costs, future project now required, decreased home value).
  During the November phone call, we provided feedback to the CEO for his awareness as leadership in the company that the employee sent to our home made several disparaging comments about having to make the trip and the drive and his pay which were unprofessional and inappropriate to be made to a customer- we had held on providing this feedback when it happened to be polite and because we were simply trying to complete this project. The employee's presence at the second site visit was actually more damaging to the company's reputation than if ** had not sent someone. It is also important to know that CN told us they were sending someone, we did not request it. As stated in the emails, the product delivered from CN should not have happened and they wrote that they were committing to make it right.
  
  7. ** has not responded to us in nearly two months on our proposed resolution, which does not provide much confidence in their commitment to customer service/experience nor follow up on the warranty to ensure it remains intact. There has been no response to our information that the true timeline invalidates why they are now saying the warranty is voided. Further, they decided to wait to tell us the warranty was not valid until September as opposed to earlier. Their reasoning for not providing a refund or offering to truly discuss resolution is completely contradictory to the nine months of correspondence and the commitment they made to us. 
  
  8. Supporting documentation- statements are made but there are no actual documents or proof that the customer can see. Our complaint submission is supported by email and photo documentation.
  
  

  

  Business Response

  Date: 01/31/2025

  Dear BBB Representative,
  
  We appreciate the opportunity to provide further clarification on this matter. CabinetNow.com remains committed to resolving concerns in a fair and reasonable manner. However, the customers rejection continues to misrepresent key facts, and we stand by our original response.
  
  Key Points of Clarification:
  
  Improper Storage and Installation Remain the Primary Issues:
  
  The cabinets were delivered to a construction site with open windows, exposed framing, and no climate control. These conditions violate both the manufacturers warranty and industry best practices for storing and handling wood cabinetry.
  The customers own contractor mishandled the installation, resulting in paint scuffs, panel damage from improper screws, and scratches from on-site adjustments. These issues were not manufacturing defects but rather preventable installation-related damage.
  
  CabinetNow Has Gone Above and Beyond to Assist the Customer:
  
  We provided multiple rounds of replacement parts at no cost, even though storage and installation conditions voided the warranty.
  We conducted a site visita first in our 15 years of businessto inspect the cabinets and offer guidance.
  We coordinated with the manufacturer, ********, to push for additional resolutions beyond their standard policies.
  
  The Customers Claims Are Contradictory and Unreasonable:
  
  CabinetNows commitment to resolution was never abandoned. Rather, the customer refused all reasonable solutions and escalated demands beyond what is appropriate for an installed and actively used product.
  The assertion that there was "no full-scale renovation" is contradicted by our direct site visit observations, where the home was visibly in the midst of a major rebuild.
  The claim that blaming the installer is brand new is incorrect. We noted installation-related damage during our site visit and communicated this directly to the contractor.
  
  A Refund Is Not Warranted:
  
  The cabinets were custom-made per order specifications, delivered, installed, and are in use.
  The product meets industry standards for wood cabinetry, including natural joint visibility in painted mitered doors.
  The claim that additional costs were incurred due to product defects is unsupported. Much of the reported damage resulted from site conditions and handling.
  
  Final Position:
  
  CabinetNow has acted in good faith and exceeded standard customer service practices in an attempt to resolve this dispute. We remain willing to replace any verifiable manufacturing defects within the scope of the warranty but cannot provide compensation for damages caused by improper storage, handling, or installation.
  We trust that this response clarifies our position and demonstrates our commitment to professionalism and fairness.

  Customer Answer

  Date: 02/06/2025

  
  

  This response further demonstrates Cabinet Now's (CN) lack of professionalism and integrity. We truly hope that BBB will review these responses carefully to evaluate Cabinet Now's BBB rating and that potential customers will see through Cabinet Now's attempts to distract from the true situation and build a false narrative - this is not a company that will follow through on any commitment to the customer if something goes wrong. Cabinet Now will not honor your purchase and provide customer service, even if the amount spent is tens of thousands of dollars. 

  
  

  The facts remain straightforward: we purchased a product, CN committed to delivering that product but has been unable to, therefore we have requested a refund due to incurred additional costs to date (we took in good faith their commitment to make things right) as well as future costs. Our complaint and statements are backed up by documentation- ** has declined to provide any. It is unfortunate CN decided after nine months of back and forth to simply drop their commitment - a signal of their lack of integrity as a business and poor customer service. This comes after telling us our warranty is voided more than three months after they were apparently aware it was voided for reasons that do not make sense. It is unprofessional to offer multiple times to discuss resolution, then to not even respond to what is proposed by the customer- it has taken this ******************** complaint for them to provide a response that has no negotiation included and no follow up on warranty has been received at all. The only solutions they offered earlier in the process were for us to spend more money on our own after tens of thousands of dollars already. 

  To reiterate- when it was time for CN to truly fulfill their obligation- they abandoned the customer without even a response. We are now left with defective cabinets, a ton of waste, and no warranty. 

  
  

  And to clarify if it has not been explicitly explained- the cabinets have been in use because CN told us they would be replaced and we took that commitment in good faith. To say now we are not entitled to resolution because the cabinets have been in use speaks again to this company's lack of integrity.

  
  

  Any reader of the exchanges here will also notice that Cabinet Now has decided to drop or simply not respond to/address several points- because they have no documentation or evidence to support their previous inaccurate statements. We will continue to copy/paste much of the same information that has been previously provided because as stated, our story has not changed, we have been truthful, and we have supporting documentation. We continue to respond as we want to warn others about this company and do not want anyone else to have to go through this type of disappointing experience.

  
  

  A. The cabinets were not delivered to a construction site as described. This continues to ignore the true timeline of events, which has been provided previously but Cabinet Now has continued to ignore. We also have construction permits that support the timeline and at least one of those has been provided to CabinetNow. The company is declining to state the true timeline of events to distract from the fact the products were sent with defects. Photo documentation exists from unboxing/time of install/before any usage or prior to installation. To insinuate that the cabinets were stored for some lengthy period of time in an outdoor environment is inaccurate.

  
  

  B. Cabinet Now never communicated before that they were transferring blame to our contractor until after this BBB complaint was filed. Surely evidence of this blame would exist in writing if they had made it before the BBB complaint- there is nothing from CabinetNow attached to their response. If they were able to provide something, that would mean something. But also again, if CN and ******** stood by the product's status, it would not make sense for them to make a site visit, then to express apologies and commitments to fix the problem, and execute multiple shipments over several months to try to replace the initial products delivered- see documents. All photo documentation of products in the subsequent shipments was done on unboxing/no installation. This section appears to be another attempt to deflect from the issue at hand and CN's inability to provide acceptable product. CN and ******** know that if these products were delivered to their own home, they would not accept it- we know this because they made comments as such. Further, there were defects such as cabinets not fully painted and inconsistency/poor craftsmanship that could not have possibly been the fault of the installer. Additional products arrived completely broken and cracked (see photos) that also could not have been the fault of the installer.

  
  

  C. As stated in the complaint, the multiple replacements sent are not suitable/acceptable replacements (see documentation for products worse than initial) and have actually cost us in storage as well as waste disposal from packing materials and broken/defective cabinet parts- which is part of the justification for refund requested. If CN would like the non-installed additional parts back, we would be happy for them to arrange shipment back to them/pickup, which would not do anything about costs already paid but would reduce some upcoming potential costs that they have stuck with us. We live in a city environment and have limited disposal options through our regular disposal service- to date we and our contractor have had to pay for two separate junk removal/dropoff fees and that has not even taken care of everything. Further, delays in shipping and communication delayed our move in timeline and we incurred additional costs as a result. If CN wanted more detail about this, they should have asked- we would be happy to provide.

  CN stated we were not allowed to coordinate with the manufacturer ******** directly at all or obtain contact information, stating that it would be in violation of contract- there is no reason to tout coordination with ********. This was stated in our previous response and there is no challenge from CabinetNow on this.

  The result of the site visit was apologies from both ******** and CN and commitment to make the situation right. Our contractor heard directly at the site visit from ** and ******** that these products should never have been sent. The additional shipments contained mostly products worse than initial (see photos and email correspondence) and no shipments addressed the damaged internal cabinet pieces.

  D. 

  CEO ****** did not state our request was inappropriate or unreasonable at the time of the November phone call in which we brought forward a proposed resolution, rather he stated he understood and asked for more information in writing and that he would discuss with his team and get back to **. We talked in detail about who he would discuss the request with at ******** as well. The CEO also asked for the defective product information to be sent again as well as the data on timeline to ensure the warranty was valid. So we did. As stated in the complaint, we politely asked for updates (see documentation) three times over the course of the following several weeks and tried to schedule another call. No acknowledgement of email, no showing to a scheduled meeting, no response to emails - that is complete abandonment and resulted in this BBB complaint. There has still been no response to our information that the true timeline invalidates why they are now saying the warranty is voided. Further, they decided to wait to tell us the warranty was not valid until September as opposed to earlier. Their reasoning for not providing a refund or offering to truly discuss resolution is completely contradictory to the nine months of correspondence and the commitment they made to us. 

   

  As stated in the complaint, the only solutions offered in passing have been to spend more money with CN and/or do additional work on our own- they did not offer replacements with alternative materials or to send us touch up kits. Spending additional money with CN for replacements after the tens of thousands of dollars already spent and the customer service to date is unfathomable and add-on work that they indicated we would bear the cost of (estimated at $8k, also not possible for us) would certainly violate any manufacturer warranty. 

  Again, as a cabinet seller, CN would have no knowledge of the scope of work done in our home based on a walkthrough that was focused on cabinets (they are now calling it a "major rebuild" which is also an inaccurate description) and despite being provided permit information, they continue to provide false statements about this and about timeline. 

  To reiterate- if CabinetNow was blaming our contractor at the site visit, surely this would exist in writing to the customer. And if CN and ******** stood by the product's status, it would not make sense for them to to express apologies and commitments to fix the problem at the site visit and after, and execute multiple shipments over several months to try to replace the initial products delivered- see documents. All photo documentation of products in the subsequent shipments was done on unboxing/no installation. 

  If additional clarification was needed on the additional costs, we would have been happy to provide that. Cabinet Now was/is fully aware via email correspondence that we had to delay our move-in (extend our rental unit), handle additional disposal of waste, and due to their comments upon observing the cabinets delivered- they also know the product is not acceptable and will require a redo in the future/decreased home value until then. 

  

  Business Response

  Date: 03/07/2025

  Final Response to BBB Complaint ID ********
  ********************
  
  Dear BBB Representative,
  
  We appreciate the opportunity to provide our final response regarding this matter. CabinetNow.com is a company built on delivering high-quality custom cabinetry and exceptional customer service, and we take every customer concern seriously. While we understand the customer's frustration, their continued rejection misrepresents the facts and disregards the extraordinary lengths we have gone to in order to accommodate their requests.
  
  CabinetNows Position and Efforts to Resolve the Issue
  
  1. The Cabinets Delivered Met Industry Standards and Order Specifications:
  The customer ordered custom wood cabinets with painted mitered doors. The natural expansion and contraction of wood results in visible joint linesthis is an industry-standard characteristic, not a defect.
  The customer declined our offer to provide product samples before ordering, relying instead on a separate showroom visit. The cabinets delivered were exactly what was ordered.
  
  2. The Cabinets Were Stored and Installed in Conditions That Voided the Warranty:
  Upon delivery, the cabinets were stored in an active construction site with exposed framing, open windows, and no climate control. These conditions directly violate manufacturer warranty guidelines, which require finished wood cabinetry to be stored in a climate-controlled environment.
  The customers assertion that this was not a full-scale renovation contradicts what we witnessed during our site visit. The home was visibly undergoing major work, and this environment contributed to joint separation and other issues.
  
  3. Improper Handling and Installation by the Customers Team:
  During our site visit, we observed installation-related damage that was not due to manufacturing defects.
  Examples include paint scuffs from sliding cabinets, improper screws puncturing panels, and fresh scratches inside the cabinets from on-site adjustments.
  These issues were caused by mishandling, not by ********** or the manufacturer.
  
  4. We Have Gone Above and Beyond to Address the Customers Concerns:
  We provided multiple replacement parts at no cost, despite the fact that improper storage and installation voided the warranty.
  We coordinated extensively with ******** to push for additional resolutions beyond their standard policies.
  We conducted a site visitwhich we have never done before in 15 years of businessto assess concerns firsthand and provide direct guidance.
  We offered practical solutions, including touch-up kits and alternative materials at a discount, which the customer refused.
  
  5. The Customers Demands Are Unreasonable and Contradictory:
  The cabinets were installed and are in active use. The claim that they should now be fully refunded contradicts industry norms, as well as the customers own decision to move forward with installation.
  The timeline of events and permits provided by the customer do not change the fact that the cabinets were stored in an environment that voided the warranty.
  The assertion that we have dropped our commitment is false. We have worked tirelessly to provide solutions, but the customer refuses to accept industry-standard resolutions.
  
  Final Position
  CabinetNow.com has acted in good faith and exceeded standard customer service practices. However, we cannot provide a refund for products that meet industry standards, were custom-built per order specifications, have been installed, and are actively in use.
  We stand by our previous offer to replace any verifiable manufacturing defects within the scope of the warranty. However, we cannot compensate for damages caused by improper storage, handling, or installation.
  
  We trust that this response demonstrates our commitment to fairness, transparency, and professionalism in handling this matter.
  

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22773717
  
  I am rejecting this response because:

  Cabinet Nows responses to this complaint have demonstrated a disturbing level of unprofessionalism. The final response of theirs is unsatisfactory due to the true events of the case and so long as they misrepresent the situation and their commitment to the customer, we will continue to stand that a refund is owed.
  
  To summarize the main points, as our responses are consistent and have not varied:
  The overall facts remain straightforward: we purchased a product, Cabinet Now committed to delivering that product but has been unable to, therefore we requested a refund due to incurred additional costs to date (we took in good faith their commitment to make things right) as well as future costs. Months were spent trying to communicate with Cabinet Now and their poor customer service.

  ********** decided after nine months of back and forth to simply drop their commitment to provide quality cabinets - this drop is a signal of their lack of integrity as a business and poor customer service. This also came after telling us our warranty was voided more than three months after Cabinet Now was apparently aware it was voided. It should be on record that there has been no attempt by Cabinet Now to follow up on the warranty information previously sent, even after this BBB complaint was filed.

  Our complaint and statements are backed up by documentation- Cabinet Now has declined to provide any. 
  

  Cabinet Now has made several personal attacks on our home during this process, again highlighting their unprofessionalism and lean to personal judgment. They have been provided information about the scope of work performed on the home and they have chosen to repeatedly ignore it, instead promoting false information that the storage conditions were not appropriate.
  

  The storage conditions have only been introduced by Cabinet Now into this complaint as a distraction- it was escalated with delivery before damage could have possibly occurred that the cabinets were of poor quality. CabinetNow and the cabinet makers agreed at a site visit that the cabinets were defective, should not have been sent, and committed to make things right. This is what we are holding ********** to in this complaint. It would make no sense for them to make this commitment if all along, the cabinets met industry standards.
  

  The second reason Cabinet Now states they should not be held to their commitment is that they have now blamed our installer for damage- which was never brought up before responses in this complaint. As stated before, if the installer was to blame for even some of the poor quality of product sent, surely this would have been communicated in writing before and Cabinet Now would not have committed to make things right. To commit to make things right but then decide to blame another party after almost a year is atrocious. Again, they have not submitted any written evidence to support their case.
  

  The cabinets have only been in use because Cabinet Now told us they would be replaced and we took that commitment in good faith. To say now we are not entitled to resolution because the cabinets have been in use speaks again to this company's lack of integrity.
  

  Cabinet Now offered multiple times to discuss resolution because they were aware the product was substandard, then once it was discussed on a phone call, their leadership did not even respond to the proposal from the customer. After stating they understood our request and said they would get back to us, they did not respond to inquiry emails for an update and they no showed to a scheduled video call. They were clearly hoping that we would simply go away- not sure how this is working tirelessly. It has taken this Better Business Bureau complaint for them to provide any response that ultimately has no negotiation included and no follow up on warranty. The only solutions they offered earlier in the process were for us to spend more money on our own after tens of thousands of dollars already. They did not offer touch up kits at a discount. They also conveniently neglect to mention that after-installation work they suggested to us to do on our own would certainly void any warranty and did not provide us any support in regards to that. 
  

  Again, we hope that the Better Business Bureau and potential customers will see what Cabinet Now has done and act accordingly. When it was time for Cabinet Now to truly fulfill their obligation to provide quality product- they abandoned the customer without even a response. We have been left with defective cabinets, a ton of waste, and no warranty. This is not a company that will follow through on their commitments to your order or to proper customer service and professionalism, no matter the size of your order.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/06/2024

  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.

  On 23 October of this year I ordered 2 cabinets. I was charged the full amount and I paid it. Got a receipt and my bank was charged the amount. I then made 2 holes in my wall to accept the new cabinets. On ********************************************************* I told cabinetnow that we had a contract but i would be willing to split the difference with them. I called them to attempt to resolve the issue, they wouldn't hear anything I had to say. I chatted with them today as I write this to you and they would not give me an address to include in my complaint. I understand that there may have been a glitch in the ordering system but I didn't cause it. meanwhile I have 2 holes in my wall and they tied up my funds for 7 days. Remember, I offered to split the balance with them.

  

  Business Response

  Date: 12/09/2024

  The customer purchased 2 custom cabinet boxes direct from our website on 10/23/2024. Unfortunate, there was a glitch on the site and the customer was only charged a base price for one box, and not the extended price for the measurements they entered.
  
  On 11/24/2024 we emailed the customer,explaining the site error, and explained that the correct cost of the cabinet boxes is $728.05 per box. We explained to the customer that he would need to pay the additional amount in order for us to produce the custom boxes, or cancel his order. We also sent the customer the Terms of Service, which he also agreed to during the time of purchase.
  
  The customer stated numerous times that he did not want to pay the amount. Since the customer stated that he did not want to pay the amount he was supposed to be charged, we cancelled his order and refunded him fully for what he paid.
  
  On 10/30/2024 the customer was refunded for a total of $268.99.

• Initial Complaint

  Date:12/11/2023

  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.

  Ordered a ready-to-assemble cabinet. Received incomplete product. Requested that company send us the required pieces to ***************** as expected. Company representatives refused any accommodation or refund. We have saved all correspondence and documentation.

  

  Business Response

  Date: 01/02/2024

  The original order was processed incorrectly
  Customer ordered Red Oak, but the boxes were input in as Maple.
  Finished sides were not included.
  Hinges were not included.
  However,finished sides and hinges were processed and shipped at no cost to the customer in the original shipment.
  
  Customer then contacted us on 11/10/2023 to report the following issues:
  The cabinet back had a large tear in the plywood.
  All exposed portions of the cabinet were Maple not Red Oak.
  The adjustable shelf was not edge banded.
  A no charge remake was processed on 11/13/2023 and shipped on 11/28/2023.
  Then on 11/20/2023 the customer completed a problem order form stating that the front shelf edge banding was in raw Maple and not Red Oak, and the toe kick is prefinished maple when it should have been raw red oak. A new shelf was shipped on 12/4/2023. 
  It was explained to the customer, by the assigned sales agent, that the toe kicks were always Maple and that we would provide a Toe Kick Skin in Red Oak to be applied the cover the Maple wood and any seems between cabinets.  The toe kick skin in Red Oak was shipped to the customer on 12/4/2023.

• Initial Complaint

  Date:05/17/2023

  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.

  My wife and I placed an order based on THEIR worksheet showing opening sizes and overlaps. They sent us all cabinets in opening sizes with NO OVERLAYS. They then told us they would not correct the issue nor refund our money. Flat out fraud. Feel free to email me and I will forward you the email chain from our order and their refusal to make it right. ****************** DO NOT DO BUSINESS WITH THIS COMPANY!

  

  Business Response

  Date: 06/20/2023

  This customer (Wife - ********************) contacted our customer service sales rep via phone call on 4/24/2023.  The sales rep asked, 3 times, if the measurements were the exact sizes the customer needed, and the customer stated yes.  At that time the sales rep sent the customer cart with the exact measurements given.

• Initial Complaint

  Date:05/16/2023

  Type:Customer Service 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 February 28, I wired $17,273.66 to ********** for 2 sets of shaker style doors which were supposed to be delivered by March 15 (2weeks). They were supposed to be made in ********** but then the order was changed and they were manufactured in ****** by ********************. The order arrived on March April 4th. Upon inspection we noticed that ************************************* shipping which we immediately notified ********** (Cabinet Now)of the damage. Upon further inspection I notice that they made the entire order wrong. The reveal on the shaker panel was supposed to be 3/8" which is the industry standard but instead the put the center panel in the middle of the stile and rail which is a custom request. As soon as we saw the doors were manufactured wrong I had placed a call to Homize (*****) my sales rep to explain my situation. After many attempts to contact ***** by phone, email ****** never returned my emails or calls. Then on April 11th I received an email from ***************************** stating she was requesting a full refund from the funding department. Since then I have been getting the run around asking for photos of the damaged doors which I have sent, Then after another two weeks the stated needed the signed packing slip and Bill of Lading which I have sent. Then after another week they said they needed photos of the packing crates the doors came in which I again have sent. They have not even attempted to call me but rather hide behind their emails. Now they have a guy by the name of ******************* who Stated to me that being that they had to go another manufacturer that the profile changed. I responded by informing him that ***** never told me that or I would have redirected him to another supplier or canceled the order. The doors have to match the existing doors on this project and they do not. I only want a full refund. Homize is the most unprofessional company I have ever dealt with. Today is May 16th and I have yet to hear anything from them!!!

  

  Business Response

  Date: 06/13/2023

  This customer sent in specifications for doors that needed customization on the frame sizes of the doors.  We explained to the customer that we could accommodate him, however we would have to go with a different manufacture.  Customer also reported he needed to have the products arrive as soon as possible, and we told the customer that from time of order we could have the products delivered in approximately 3 weeks.  The customer took over a week from the date we gave him to actually complete the purchase.

  Customer also stated that some of the products arrived damaged.  We requested from the customer to submit pictures and we would get him remakes at no cost to him.  ******** stated he did not want remakes.  We agreed to refund him for the damaged products received and the customer stated that this was not sufficient.

  This customer has been rude and threatening to our customer service and operations team, and is only demanding 100% refund for products that he received as ordered.

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20065597
  
  I am rejecting this response because:

   

  First of all his recollection of the events are wrong, after the order was placed on February 28, it took them until March 7th to place the order.  The order arrived April 4th.  Sixteen (16) of the doors were damaged when they arrived but upon further inspection I saw that the doors were made wrong.  I clearly explained to *****, my sales rep, that at the time of the order the doors had to match existing doors already installed on the units. The reveal on Shaker doors is standard 3/8" reveal which is what I ordered.  If you look the image I took of  their website you will see that their default reveal is 3/8"   To order a different offset it would have been a special/custom request.  The panel is not supposed to be in the middle of the door and therefore that's is why I want a refund.   ********** is a broker, they don't make anything but rather  take orders and shop for the cheapest manufacturer to make them.   

  To be very clear I have never threatened them but rather questioned ***************************** over the phone how she could look herself in the mirror knowing the company she works for is a complete and utter ripoff. But yes I'm very upset at how unprofessional they are.  By the way they have never offered any formal refund if any sort so they are again being deceitful and lying. They say they record all their calls so lets get a copy of all the calls and see who is being forthright.

  Sincerely,
  
  *************************************

• Initial Complaint

  Date:04/28/2023

  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 ordered $11,300 worth of cabinets from cabinetnow.com. Their website stated, "Premium Custom Cabinetry in 10 Days." We received the first part of the order in 3 weeks. Many of the cabinets were built incorrectly. They kept asking for more pictures etc. so they could send new pieces. I told them we waited so long, we had to rebuild "their" cabinets ourselves. We could not wait who knows how long for them to complete their investigation. We asked for $750 to cover our materials and shop time, which they have not responded in 2 weeks. Now, we discovered a set of doors are also incorrect. I wish I read all the BBB complaints prior to ordering.

  

  Business Response

  Date: 06/13/2023

  Customer filled out Problem Order Form email stating that he thought the items would arrive in 10 days. Stated he received them after 3 weeks.  We sent the customer a response letting him know that that the 10 days is production time and that the delivery time is not included.  And it clearly states that in our FAQ .

  The customer also stated, that the face frames of the cabinet boxes are the correct material, but not the rest of the box.  As far as the Cabinet Box material is concerned our website clearly states that they are made with a solid hardwood face frame and 1/2" Purebond brand formaldehyde-free plywood carcass, with interiors coming as a prefinished UV resistant maple.  We did tell the customer he would have to request to have the sides "finished" and they would come with matching veneer on the sides that matched the Face Frame.  However, there is an up charge for finished sides due to the higher quality of material.  Customer placed his order without contact us with any questions or inquiries in regards to our products.

  Customer is stating that the doors arrived incorrectly.  However, customer did receive what he ordered as far as doors made for glass openings. (see attachement). 

• Initial Complaint

  Date:08/20/2022

  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.

  I purchased $19,631 of custom cabinetry from cabinetsnow.com on nearly 5 months ago on April 7th 2022. We've had issues with cabinet boxes being the wrong sizes, multiple drawer fronts missing, wrong colored panels, non delivery of toe kicks, hardware for installation of toe kicks missing, cabinet doors missing, bore holes for doors in the wrong place, replacement doors sent with the same mistake. Incorrect door/hinge placement. They guarantee delivery of custom cabinetry in **** days, its been nearly 5 months and they still have not delivered my original correct order. It has delayed my kitchen remodel by months and I have lost 10s of thousands of dollars of contractor time, not to mention loss of a functional kitchen.I have dozens of emails asking them for specified replacements. I have spent countless hours on the phone with ****** their customer service rep asking about the replacements and no manager has spoken with me despite requests.They have sent replacement parts. Many of those replacements have errors and the replacements are incomplete. They have stated they will not complete the order due to us not ordering correctly. This is false as we have the original order form with specs which has was never delivered as ordered. We informed them countless times over email and phone over the last 4.5 months of corrections needed.At this point I want the remaining order delivered to us: 1.) 1 EA cabinet #** door ****** x 66 13/** in bisque with correct bore hole placement (Acknowledge not received)2.) Remake of cabinet #5 WITH door (Acknowledged but not received)3.) Replacement doors #**, #** with corrected bore hole / hinge measurement (Acknowledged but not received)4.) 4 EA ***** x 35 Panels in Rustic Oak for the Island (Wrong color sent, Not acknowledged and refusing)I request a discount its been nearly 5 months since I ordered and I still have not received what I paid for $20K for. Order #*****

  

  Business Response

  Date: 09/12/2022

  *** original shipment of the doors, drawer fronts, panels, and toe kicks shipped 4/22/2022 and delivered on 5/5/2022
  *** original shipment of the cabinet boxes shipped 4/25/2022 and delivered on 5/4/2022
  *** customer contacted us to inquired due to shipping damage to the doors, drawer fronts, panels, and toe kicks.  Customer also had questions regarding the products. Design was done working with an interior designer, who approved everything and paid for the order using customer payment information.  Up to this point all communication was handled with the interior designer and not the customer.  We told the customer that if he had question about the design, he should contact his interior designer.
  *** Customer, communicated with the designer that the contractor, who was assembling the cabinets, was having to modify them to meet his needs.  *** design and quote listed specifications stating that the functional hardware does not include any screws,and this is standard in the industry.  Design also stated that customization to island cabinets needed to be done on site by the contractor.  *** customer ccd our company on this email, stating that they wanted a discount for the inconvenience and time it is costing for the contractor to do the modifications. 
  *** 3-way communication led to delays in assisting with product issues and information.  We needed certain specifications to ensure that the correct items were being fixed and remade.
  It was explained that the designer approved the designs and knew that certain things could not be provided.  However, to assist in accomplishing what customer wanted, for the island,we sent filler pieces at no cost to the customer.
  Below is a shortened time line of all products being remade at no cost to the customer.
  1 cabinet incorrect sizes and remade at no cost shipped 7/26/2022
  Doors and toe kicks arrived damaged/defective and remade at no cost shipped 8/8/2022 Remake delayed due to customers contractor not able to get information of pieces damaged timely, and manufacturer system was hacked,7/20/2022 closing production for 2 weeks.  Delivered on 8/18/2022
  Some of the items delivered on 8/18/2022 arrived with defective boring for hinges.  No cost remake done and shipped 9/8/2022
  Arrived in wrong color.  .  No cost remake done and shipped 9/13/2022
  1 cabinet manufactured incorrectly and remade at no cost shipped 9/12/2022

• Initial Complaint

  Date:07/20/2022

  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 ordered cabinet doors and drawer fronts from cabinetnow when I received the order 5 doors were the wrong size. so, I sent pictures filed out the form. Last week i received one of the re-manufactured doors (17 1/8 x12). since then, after daily calls, I have still not received my other 4 doors (2@10 ************* 7/8x21) I was told that they would be shipped on the 15th and still no doors. Their story changes daily. I have been getting the run around from cabinet now on a daily basis no one ever calls me back no one can tell me why I got one door and for some reason the 4 doors are nowhere to be seen. I can't talk to a supervisor he is always busy and never calls me back when he is not busy. it's been over two months since the initial order. and going on another month since the s**** up. I am in the process of selling the condo where these doors go but the bank will not fund the loan till all the doors are hung. I can't seem to make them understand the urgency of the situation.

  

  Business Response

  Date: 08/02/2022

  On 5/17/2022 customer purchased custom made cabinet doors and drawer fronts.  There was an issue with customer order, and by the time customer responded his order went into production on 5/20/2022.  Customer order shipped on 6/13/2022 and delivered on 6/20/2022.  Customer contacted us on 6/21/22 stating that he received 4 doors the wrong size.  It was determined that only 2 doors were incorrect and customer ordered the other 2 in the wrong size.  Customer placed new order for 2 doors (******" x 21").  At this point no cost remakes have been produced and delivered as of 7/14/2022 and the final remakes will be shipped on 8/8/2022.

• Initial Complaint

  Date:07/11/2022

  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.

  I ordered a drawer box and cabinet front from them because they advertise, directly on their website - "Premium Custom Cabinetry in 10 days" - it is their actual slogan. I usually use a different supplier but decided to go with CabinetsNow.com because I was in a time crunch. Not only did I never receive an initial email confirmation with my order, the time I was given as the estimated shipping date was over 3 weeks from the date of my purchase and that does not include the days in transit. When I reached out to the company I was told " Our Production time is ***** business days for unfinished product and once it ships it take anywhere between 3-8 business days which is how we get the overall 3 week timeline. For finished production time is ***** business days and once it ships it takes the same 3-8 business days which comes to about 4 weeks from order to delivery." It seems to be that their advertising is misleading - I'd even go so far as to say fraudulent. If it takes 3 weeks or 4 weeks, the slogan should be state as such. I feel I should be refunded. I am moving out of state on July 28th and my cabinets won't even ship until July 27th. I won't even be here to get my product that was supposed to arrive quickly.

  

  Business Response

  Date: 07/22/2022

  I am currently working with shop manager to expedite the order due to customer circumstances, with leaving the area on 7/28/2022.  customer placed order on 7/5/2022, however due to the drawer box being a finished product and needs to be clear coated, the production time is extended by 5-7 business days.  This is the reason for the extended production time listed on the logo / home page.

  Customer Answer

  Date: 07/23/2022

   
  Complaint: 17552321
  
  I am rejecting this response because:since the cabinets were not going to be provided in the advertised time frame, as they did not have an expected ship date until July 28th, I had to come up with another solution. I do not need the cabinets expedited. This whole situation is because of the fraudulent, misleading advertising. These items will be thrown away upon receipt. I have already sold the ** they were to go in. Do not expedite. Do not ship. Recognize why I, the customer, am in this situation - you advertise 10 days in your slogan and 5-7 days on ********** then your extremely dismissive customer service rep made sure to direct me to your terms of service that state up to a month. I would have ordered from ****** Door had I known this. I always use them, their service is excellent and their advertising is HONEST. A refund is the only acceptable response I will take
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/03/2022

  After reviewing the order and the shipping issue we are fully refunding the order.

  Customer Answer

  Date: 08/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************