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:05/23/2025

  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 went to Cabinets to Go for a full kitchen remodel. The purchase included base cabinets, wall cabinets, large pantry cabinets and countertop/sink. At the time of purchase a floor plan was provided. The cabinets were purchased to floor plan. An error was found when the stove measurements were for a 30 inch stove. The floor plan called for a 36 inch stove. The correction was made to the range area, but did not account for the ******************** on the other wall. Result was a code violation for spacing. The cabinets were delivered, had to be returned, Have been waiting weeks for refund, meanwhile had to pay for different size cabinets. Cabinets were hung, one has cracked side and door issues. **************** will not replace the brand new cabinet - they offer replacement parts. Cabinets were 40% on sale at time of purchase, While waiting for delivery, sale price was 50% off. Requested price match, still waiting for that check. Today went to pay additional charges on countertop at $840.00. Paper work says total charges $20,989.25, Total paid $21,057.69 - no explanation on discrepancy of $68.44. Overall, cabinets appear low quality, not likely to have long life. **************** not responsive or helpful in getting replacement cabinets citing company policies. Close inspection of the installed cabinets show other defects in paint. The has been project delay as a result. I am disappointed and out $21,057.69.

  Business Response

  Date: 06/05/2025

  "The customer has received the 50% promotional discount. Additionally, as outlined in our warranty policy, our sole obligation is to replace the non-conforming part."

• Initial Complaint

  Date:05/21/2025

  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.

  March 7, 2025, I submitted an order with the cabinet to go (************************ Cabinets to Go-Dearborn *************************************** 19 mi **************) to install kitchen cabinets for my dad. I paid the full amount and scheduled a measurement and received the cabinets as they were promised. However, after their installer installed the cabinets the measurement was wrong and everything went wrong, I contacted them and no response, I finally went to the showroom and addressed the issues, and they said they will reorder and rescheduled the installation date, today is May 21st and I havent' heard anything and I contacted them again, well they are not cooperate with me even to give me the right answer, after they made me to pay the full amount they are not even care about the delay or about their mistakes, in this point I would like to get my refund and pick up their messed up cabinets from my dad house.

  Business Response

  Date: 06/03/2025

  The customer was contacted with a resolution. The customer has direct contact information for the agent who called them.
  

• Initial Complaint

  Date:01/28/2025

  Type:Sales and Advertising 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.

  NOV 22nd I reached out to schedule an appointment for brand new cabinets- went to the showroom- picked them out- was told someone would come out to measure. Cabinet measurement confirmation was scheduled for 11/26/24. Dec 1st I still did not hear back from anyone regarding my measurements or an estimate. I had to contact (upper) management to assist (allegedly ***** ****** who I later discovered he is a training manager). Finally ordered the cabinets on 12/5 after going into the showroom again. 12/20/2024 the cabinets did not match my upper cabinets in color as expected so I had to rip down my upper cabinets and order new. The upper cabinets were finally delivered 1/6/25 and installed, however they were mis-measured. When they ordered the upper cabinets they ordered the wrong size and no handles. I am still waiting for the correct cabinet and handles. The "manager: ******* Yorerg has not responded to any of my messages/emails. The countertops are due to be delivered and installed 1/28/25 and the cabinets are wrong. I am attaching photos of the work that was done and hope that they don't consider this a job completed. The customer service and communication with this company is absolutely horrible! I DO NOT recommend this place to ANYONE! Absolutely NOT worth the (over) price cabinets and bad quality. "*******" wants to me to pay for the mis-measured cabinet and handles but doesn't want to send me a docusign to approve it after several requests. It's bad enough that we lost everything due to the hurricane - now we have to deal with this horrible cabinet company. It is 1/27/25 and I still don't have cabinets properly installed.

  Business Response

  Date: 02/13/2025

  The needed items have been ordered. The customer was contacted as recently as today.

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22865428
  
  I am rejecting this response because: I was told the items were ordered back on January 7 when I went in person  about my concerns initially for the horrible install. 5 weeks later and we are still waiting for the items to come in???? no one has been able to give us an expected arrival date or what they plan on doing to rectify all of this. We have not  received any calls from any management, upper management or corporate regarding this situation.
  Were going on nearly 4 months. My husband called on February 12 to the local store to find out what was going on and he was told that they are working on it.We are still waiting for someone in upper management to call  to resolve this. Our entire home remodel is on hold because of mis-measured and improperly installed cabinets. 

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

  Business Response

  Date: 03/31/2025

  The customer's issues have been corrected. The customer has signed off that it's resolved.

   

  Customer Answer

  Date: 03/31/2025

   
  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. Sadly, I would NEVER recommend this company to anyone. Cabinets that should have been completed in 2-3 weeks took nearly 4 months. What a nightmare. Run for the hills! 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:09/20/2024

  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 am writing to formally lodge a complaint against Cabinets To Go regarding the poor quality of their kitchen cabinets, specifically concerning the issue of interface chipping and the denial of the warranty. Product Purchased: Kitchen Cabinets Order Number: SO91226185 Issue Description: I purchased kitchen cabinets from Cabinets To Go. Shortly after installation in 2020, I began to notice significant chipping on the interfaces of the cabinet doors and drawers. This chipping has continued to worsen over time, despite the cabinets being used under normal residential conditions and maintained according to the manufacturers guidelines.Attempts to Resolve: I have contacted Cabinets To Go ************* to address this issue and obtain replacement panels for 2 of the cabinets. Despite providing detailed descriptions, photographs of the damage, and proof of purchase, the responses have been unsatisfactory. The supervisor at the company claimed that wear and tear and chipping of paint is not covered under the Lifetime Warranty. This limitation, however, is not included in the Sales Order paperwork that we originally signed. Regardless of this discrepancy, Cabinets To Go has offered inadequate solution and said that we would need to pay to replace the panels. The chipping not only detracts from the aesthetic appeal of my kitchen but also raises concerns about the long-term durability and quality of the cabinets. Given the significant investment I made in these cabinets, I am extremely disappointed with the product's performance and the company's response to my concerns.Desired Resolution: I am seeking a resolution that includes either the repair or replacement of the defective cabinet components at no additional cost to me. I have attached copies of my purchase receipt, warranty certificate, and photographs of the chipping for your reference.Thank you for your attention to this matter. I look forward to your prompt response.Sincerely,******** *****

  Business Response

  Date: 09/23/2024

  I advised the customer our warranty does not cover wear and tear, nor has it ever covered chipping paint. The customer then stated the damage has been there from early on but she just reporting it now. The customer was given the cost to purchase the items.

• Initial Complaint

  Date:04/12/2024

  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.

  We paid in for Cabintes counter top and vanity for our home on January the 8th cabinets promised no more than 3 weeks. We still do not have cabinets, countertops and vanity installed. We have tried to get this done through their customer service still no luck.

  Business Response

  Date: 04/30/2024

  Our terms and conditions state we don't guarantee time frames, all lead times given by associates are estimated.

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21566187
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/04/2024

  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 placed an order with Cabinets to Go on January 10, 2024. I spent over *********, this amount was for Kitchen cabinets, assemble, and installation. It's been over a month and a half, and I still don't have my cabinets installed. I had person from the company installed some of the cabinets and the cabinets were broken. Then I had to wait another two weeks for new cabinets. The cabinets they sent were the wrong size. I have taken over four days off work to get this done. I still don't have the cabinets my first payment is due on March 4, and I don't have anything done in my kitchen. It's going to be two months. I just want my cabinets to be done correctly. Why should I pay for something that I don't have. This is horrible customer service. I have been treated like trash. They are not picking up my calls. I have spoken to the store manager at ***** Dr his name is ****. I also called customer service they never return calls. Please help!

  Business Response

  Date: 03/14/2024

  The correct items have been sent. The installer will schedule a time to repair.

• Initial Complaint

  Date:07/26/2023

  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.

  Cabinets to Go has officially abandoned the job on my kitchen that was custom created in their store in October of 2020. They took $15,000 for the order and we waited months for everything to come in. They received the order in June 2021 and came out to install. Their contractor ***** at KBS, now known as "The Experts in Room Additions" has been nothing but a problem. Him and his team consists of his wife and non certified teens and strangers to complete his installs. He then hired subcontractors to do the plumbing and electrical and completely botched the install. After almost 4 years now of complaints, Cabinets To Go sent a newer inspector in earlier this year and ordered new cabinets. They now came out in June 2023 to remove and order missing and damaged pieces. Yesterday July 20th 2023, Cabinets to Go officially closed the case after tearing apart my kitchen and said "the color is no longer available and they cannot help me". My kitchen is now in pieces and is even worse believe it or not! We just want what we ordered and paid for installed OR a complete refund and we will reorder a new kitchen with a reputable company. If the Brown color no longer matches that is not my problem if you swapped vendors as a company. You must redo what is needed to make it right in the color purchased. Mismatched colors is unacceptable.

  Customer Answer

  Date: 07/27/2023

  I have all communication with names and dates trying to get job completed. Install company they hired to install botched the job. I finally got parts ordered that were either defective and/or warranty from install *** and they came out after 4 years to install them. They have 1/2 of the kitchen island installed and they don't match. I also have a cabinet in another room they left there and its not installed so I have an empty space in my kitchen where it goes. I have sent you a picture of this as well. I asked ***** to reorder all at same time so they match and was told they don't have that color anymore. Therefore, why wont they figure a solution, order all at same time or maybe brown is called a different name with their new vendor? Multi color cabinets were not ordered. Also, the white cabinets I ordered for the walls were defective and not installed correctly. KBS install was going to replace the white cabinets also, but KBS customer service rep ******** cancelled my appt. the night before. The mats for the cabinet bases are defective, KBS reordered as a warranty item. This has been nothing but a nightmare, Please help me get them to warranty and install the products and services I paid for or give me a refund so that I can purchase a new set of kitchen cabinets from a reputable, honest company.  Sincerely, ***************

  Business Response

  Date: 08/14/2023

  The customer was contacted last week to let them know the installer is coming out to address their issues.

  Customer Answer

  Date: 08/20/2023

   
  Complaint: 20356209
  
  I am rejecting this response because: yes, **** from ************* did send an email. The email states CTG is only agreeing to install 1 white cabinet. That is the one they removed so that I CAN PAY a plumber to move the icemaker line from behind the cabinets that were installed IN FRONT OF the line without my knowledge. **** is aware that there are many other issues to be replaced, corrected, warrantied. This has been going on for years, so that for him to address only one cabinet? Although I don't want the gray cabinets they installed, passing them off as brown, if the only solution to this is to replace the whole island with the same color. this must be ordered all at the same time, since obviously their dye lots are consistently different when ordered piece by piece. I did offer that as a solution to ************* and their response was, " We are closing you case". Not only the cabinets are defective, the mats in the cabinets are peeling apart and those are covered under warranty, the installer tells me he ordered those. I am missing a lot of parts that were taken by KBS that were to be reordered also. the problem also is KBS does not communicate with CTG on all of these issues. I am passed from ************* reps to start all over again, that's why this is dragging on. We were just working with **** after he told me ******** was no longer with the company, although her vm is still active, now **** has sent me to *******. I have also included a photo of my original brown cabinet. You can see it is a dark brown. not close to the gray they have put in between pieces. all 6 island cabinets need to be reordered to match, with toe kicks, filler pieces, and trash compactor front, as I originally ordered. You can see the difference in their "white" filler pieces in the photo also. I just want it all to match and appreciate your help. Thank you, **** and *********************
  
  Sincerely,
  
  ***************

  Business Response

  Date: 08/29/2023

  we are working on the issues with this kitchen

• Initial Complaint

  Date:10/24/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Our experience with cabinets to go has been an absolute nightmare. What we hoped would be a 1 or 2 week kitchen remodel has been a 4 month nightmare. Our costs have been astronomical. We purchased our cabinets on 6/29/2022 from Cabinets to Go. We elected for the store to install the cabinets and we would hear from their installer within a week or so. Our cabinets arrived on 7/11/2022. We reached out to the installer and left voicemails. 7/21 we demo'ed our kitchen. We reached out to the installer several times and heard nothing back. 8/8 we heard from the installer - it would be 2-3 weeks more. We elected to install the cabinets ourselves. Upon opening the product to begin assembly, we discovered four critical cabinets were severely damaged. We contacted Cabinets To Go. They informed me they would not replace the damaged cabinets in full - but would rather send out replacement parts. I affirmed that damaged items were shipped to me, and I would like full replacements, but they would not do so. After two weeks we received the replacement parts. The replacement parts were the wrong color and size, and would not even fit. We complained and demanded full replacements, They again declined any replacements, and promised I would receive the correct parts In addition we found out that the cabinets had been mis-measured - leaving *large* unsightly gaps of spacing between the walls and cabinets. We complained and were given no solution. We were forced to buy an additional $600 cabinet to fill in the mis-measured "guaranteed measurements" at our own expense. The wrong parts were sent again. I spent the next week calling the store manager and customer service nearly every day of the week demanding full replacements of the cabinets. OnSept 7th after weeks of calls Sept 7th they agreed to send me the replacement cabinets for the damaged ones in July. On September 21st we picked up the replacement cabinets. We opened to find them damaged also. 4+ months and going with no kitchen