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:07/23/2025

  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.

  ds, and Bad Faith Tactics 9 months without a usable kitchen because Cabinets.com refused to issue my refund and instead imposed unworkable, ever-changing conditions. Their delay tactics forced me into fighting both the vendor and my credit card company for refund of damaged/crooked cabinets.Deliberate pattern of stalling that violates consumer protection laws and no resolution for nearly a year.I paid Cabinets.com in full for kitchen cabinets. The cabinets delivered with multiple pieces damaged, misaligned, crooked, etc. As a result, I have been without a functioning kitchen for 9 ********* initial refund request on 11/18/2024 was denied outright. Cabinets.com offered no alternative except troubleshooting and replacement parts. Only after I filed a credit card dispute on 12/17/2024 did they agree in writing to a refund or replacement. I selected a refund, but they did nothing to initiate it for months. I was given no opportunity to consent to delays or choose an immediate refund. Instead, they imposed unreasonable conditions: requiring me to donate the cabinets to charities that ultimately rejected them, or to arrange and pay for junk removal ********* date, no refund for the defective products despite 9 months of effort. Stating first their policy doesnt allow refund. After fighting and pushing the issue. Then they later changing to only allowing refund once the product is return while also admitting they have no official way to take it back. And no want or desire pick it up. Which lead to failed attempts at junk removal and donation companies who refused. Which has left me no choice but to seek further legal action since my credit company remains complicit in the matter. Now they working to have the original delivery people come back to retrieve the cabinets. Why wasnt this done months ago?? Some how something else is going to happen and the their policy is will change once again.

  

  Business Response

  Date: 08/30/2025

  Our team has been in ongoing communication with the customer to find a resolution, including multiple attempts to arrange a full pickup as a one-time exception outside of our normal policy.

  We coordinated with Habitat for Humanity and later secured third-party services to assist with retrieval.

  While pickups are not something we are typically equipped to handle, we made this exception in good faith and, along with our agents, have made multiple attempts to coordinate.

  Our team remains committed to assisting this customer.

  Customer Answer

  Date: 09/03/2025

   
  Complaint: 23640366
  
  
  I am rejecting this response.
  
  
  This company strung me along for going on 10 months with these cabinets they didnt want back. At first, they ignored my concerns, and when that didnt work, they imposed impossible donation conditions designed to deter me further. When I refused to give up, I filed complaints with both my credit card company, the BBB here, along with the ***.
  
  
  Only then, after nearly a year, Cabinets.com suddenly claimed they could arrange retrieval through the original delivery carrier the same option they had told me was not possible. They outright admitted to not having a standardized retrieval process in place, yet still made retrieval a mandatory condition for my refund. Cabinets.coms refund process was legally indefensible because they created conditions that were impossible for me to meet. For nearly ************************************************************************************************************************* had no record of any order in their system. Under consumer protection law, a business cannot impose impossible or impracticable requirements in order to avoid issuing a refund. This practice is considered an unfair and deceptive trade practice under the *** Act, a violation of the ********-**** Warranty Act, and contrary to the Uniform Commercial Code, which prohibits sellers from conditioning buyer remedies on terms they themselves cannot fulfill.
  
  
  For months, I endured failed retrieval attempts, each followed by vague promises of another vendor. When I directly asked how many failed attempts I would be forced to endure, Cabinets.com could not give me an answer. I finally told them the last vendor would be my final attempt. That attempt also failed.
  
  
  Instead of resolution, I was sent on yet another goose ****** given an ***** number and the name of a person no one seemed to know. After multiple calls, the automated system and several representatives confirmed there was no pickup order in the system, no record of the person I was told to contact, and that I would need a reference number I was never provided. In other words, another dead end.
  
  
  I have reached the end of my patience and good faith. Cabinets.com has had every opportunity to resolve this matter. Their repeated failures, contradictions, and last-minute changes have made it impossible for me to comply with their shifting conditions.
  
  
  I am done trying to make arrangements. As far as I am concerned, the cabinets are considered abandoned property and will be treated as such. Due to this overwhelming evidence, my credit card issuer has agreed to permanently remove the charges.
  
  
  This matter is closed on my end
  
  
  Respectfully,
  
  ****** Weekly

• Initial Complaint

  Date:06/09/2025

  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.

  I have spent $39880.72 on new cabinetry from cabinets.com Several cabinets arrived damaged due to insufficient packaging and were submitted for replacement. Now the replacements have arrived also damaged. this has caused extensive project delays and extensive cost overrun in excess of $10,000.

  

  Business Response

  Date: 07/15/2025

  Hi ****,
  
  Thank you for bringing this to our attention and for the opportunity to help. Were truly sorry for the damages youve experienced, and were working hard to help make things right.
  
  We understand that youre currently working with our customer service team, and well continue doing everything we can to address the remaining concerns as quickly as possible.
  
  This matter has also been escalated to management, and we look forward to speaking with you further to reach a resolution.

  Customer Answer

  Date: 07/29/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  Complaint ******** has not been resolved to customer satisfaction replacement cabinets arrived damaged required contractor to make repairs or be forced to wait weeks on end again for replacement cabinets.com has cost me over $10k with delays because they cant package the product correctly for shipping. Did not address $10k refund in any response
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/19/2025

  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.

  When a customer purchases fully assembled products , and spends over $20k, customer service should not be this awful.The cabinets are only protected in shippingby a single layer of cardboard, and then they make itextremelydifficult to get anything damaged replaced.I had 3 very damaged cabinets, 4 scuffed cabinets that need repainting in places, 1 dented end panel and 2 missing trim pieces on my $22k order.-I submitted damage claims withpictures on 5/12 and was assured on 5/12 that claims were resolved in 48 hours.-I was then assured on 5/15 my claims would be resolved by the end of the day.-I was then assured again on 5/15 that since my claim was still not resolved, it would definitely be resolved by 5/16.-The last I heard they are only willing to replace the damaged portion and I will have to reassemble to cabinet myself after it is shipped. I purchased fully assembled cabinets and they are fighting me to replaced the 3 damaged ones with the product that they sold **** am writing this on 5/19 and nothing has been resolved. I called and there is nobody available tohelp me.The quality of the product is good, customer service is terrible, claims process is terrible. Would not use them again for purchasing cabinets.Conveniently, they only feature positive reviews on their website.

  

  Business Response

  Date: 06/16/2025

  Hi ****,
  
  Thank you for taking the time to share your feedback. Were truly sorry we missed the **** on your initial order, and we greatly appreciate the opportunity to help. Were glad to hear you were able to work with our **************** Supervisor, ********, to help turn this experience around for you.
  
  Your feedback is important to us, and our team remains available should you need any additional assistance.
  
  Thank you again for choosing Cabinets.com.

• Initial Complaint

  Date:05/07/2025

  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 February 20th I placed an order with Cabinets.com. The order/quote stated the following " Cabinets.com is not responsible for floor plan dimensions and measurements, design features, design function, molding ********************* and item accuracy. Items are available for you to view on the website". The quote also had a picture of the cabinet design and color listed. I approved the quote and converted it to an order. When the product arrived it was a different color entirely. I have shown them to many people and not one person has said they're remotely the same color. However, when I submitted everything to my sales *** and to the resolution department, including pictures I was told they were the same color and that they would take no responsibility. They required full payment upfront; and then shipped a different color than was advertised on their website. They then told me all sorts of excuses for why the product could vary, but none of that was told to me before the purchase. They then provided me pictures of what they claim was the same product I purchased, but none of those pictures were provided before purchase; only the picture from their website, and my quote. I feel they sold me one product and substituted another and I have no recourse. I called and asked for some sort of resolution; I followed their procedures using their online portal. The response was they were unable to ***lace because the ***lacements would be the same color. I wanted the color advertised on their site and on my quote that I ordered. They advertise the ability to do a wide range of colors on their website but have officered nothing to actually provide the color I selected.

  

  Business Response

  Date: 06/16/2025

  Hi ****,
  
  Thank you again for the opportunity to work with you on this. Were glad to hear that you were able to connect with our Senior Director of ***************** ***** to find an acceptable resolution on the matter.
  
  Our team remains committed to supporting our customers throughout every step of their project, and we appreciate you giving us the chance to follow up with care.
  
  Thank you again for choosing Cabinets.com.

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair 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 placed an order on 1/6/2025 for Cabinets order #********** &**********.On 3/17/2025 the cabinets were delivered the two-delivery people yelled for me to come and sign a paper. I glanced my head around as it asked questions about damage. I wrote not that I could see, and they left. After they left, I left for work and when I got home, I started to clean the floors as dirt and leaves were dragged in during delivery and thats when I was able to see all the damage. Email was sent at 1:48pm on 3/18/2025 with pictures showing damage, I did open the pantry I could hear rattling and banging when they carried in and it had all shelf and rollouts broken or damaged. After the cabinets were all opened and installed, I found damage to the corners of many cabinets as well as more damage to my floors that were under the boxes. You could see the direct line to them pushing the boxes across my floor. I also had some damage to cabinet doors and a large pantry. I sent another email again with pictures showing all the damage and telling them about a missing item. Cabinets.com told me to fill out a link about damage and they would get me a new item. They also had me send pictures to the delivery company they use Hubgroup. Property Damage Complaint - NSD# ******** I was just informed that they talked with the delivery crew, and they said they didnt cause any damage to my brand-new floors that are not even a year old and that I signed the paper saying I could not see any damage, they were not doing anything. I paid over $14,000 to have these floors installed and now they are all damaged. I was not able to upload second file of damage.

  

  Business Response

  Date: 05/02/2025

  Hi ***,
  
  Thank you so much for taking the time to share your feedback and for giving us the opportunity to help. Our goal is to provide every customer with an exceptional ******************** experience, and sorry to hear that your delivery experience did not meet those expectations. We truly understand how frustrating this must be, and we want you to know that were taking it seriously.
  
  Our leadership team has been working closely with the final mile delivery facility to address the concerns youve raised and ensure the matter is handled promptly and appropriately.
  
  While we're glad to hear that the delivery team has been in contact with you and that active follow-up is taking place on their side, our team will continue to monitor this on our end and will remain involved until a resolution is reached.
  
  If you have any updates, questions, or concerns in the meantime, please dont hesitate to reach outwere here to help.

  Customer Answer

  Date: 05/19/2025

   
  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.
  

  The delivery company has agreed to pay to fix the damaged floor but I have not received the check yet they said it will take up to 2 weeks. 

   

  Thanks Tia 

• Initial Complaint

  Date:03/13/2025

  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.

  Order Date 10-28-24 Delivery Date - January 8th Made initial complaint of 3 missing pieces of item number FP24102 upon our install of Feb 21st.After some adjustments during install, we are accepting two of FP24102 instead of 3.Initial offer was provided of a 30% discount on material and shipping totaling $195.63.We do not accept this offer as the drawings provided by our designer ******* ******* included these items.Cabinets.com states these items fell off our order, but we have no communication stating to remove these items from our order for any reason.These items should be supplied by Cabinets.com, and we feel it is unacceptable for us to pay for items that were presented as being included in our cabinet overview that has been paid in ******* is extremely disappointing and unfortunate that such a small issue and dollar value has resorted in such a drastic measure from the customer.

  

  Business Response

  Date: 04/15/2025

  Hi, *****,
  Thank you for taking the time to share your concerns. Our goal is to provide every customer with the best possible ******************** experience, and we're sorry to hear you felt we missed the **** with this resolution. Our team remains committed to helping, and a member of our leadership team will be reaching out shortly to speak with you directly and help turn this experience around.

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23061947
  
  I am rejecting this response because: No resolution was provided.  

  Please note I notice that my phone number is incorrect on this complaint, I can be reached at ************

  I have also not received any email for a resolution. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 05/02/2025

  Hello *****,

  Thank you again for the opportunity to connect, and we're happy to hear you were able to work with our ************ team to address your concerns and get your order back on track. We truly appreciate you taking the time to share your feedback, and were glad we could help bring this to a resolution.

  Should any questions come up down the road, please dont hesitate to reach outour team is always here to help.

  Customer Answer

  Date: 05/07/2025

   
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/04/2025

  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.

  I ordered cabinets from cabinets.com back in November and was told that the expected time for delivery was 6-8 weeks. At week 8 they informed me that they were going to ship things out and it took an additional 2 weeks to receive my cabinets from that date. This delayed my construction project by several weeks. When they finally arrived, 7 of the 13 cabinets had damage. Some of which clearly happened prior to them being shipped out. I spoke with cabinets.com and they offered me a slight discount on some of the damaged cabinets and replacements for those that could not be fixed. The replacements were supposed to ship out in ***** business days. We have exceeded that window and everyday they push my expected delivery date out further. As a result, my remodel has been even further delayed and I am stuck staying at a friends place given the state of construction in my home

  

  Business Response

  Date: 03/31/2025

  Hi *******,
  
  Thank you for the opportunity to help and for working with our customer service team to get your order back on track. We're thrilled to hear that the replacement cabinets have already been delivered.
  We sincerely apologize for any inconvenience you experienced during your remodel. Your patience is greatly appreciated, and were glad that we could help resolve the situation.

  Our team remains available should you have any questions or need further assistance.

• Initial Complaint

  Date:02/25/2025

  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.

  We ordered cabinets from Cabinets.com in January of 2024 for our entire kitchen. We paid on a credit card. We received the cabinets in April of 2024. 95% of them were damaged. We filled out all the necessary forms on their website and added detailed photos of the damage, as the website asked. Then we waited for the replacements. Very long story short, it's now been an entire year and Cabinets.com has never sent decent/undamaged replacement cabinets. We have been in contact with them the entire time. Each time they say they will not refund the purchase price, but instead will honor their "lifetime guarantee" and send replacements if we send the photos, etc. We are now on 6th set of replacement cabinets.
  They keep sending equally bad quality cabinets to replace the damaged cabinets from the last shipment.
  We have called and emailed. But Cabinets.com will not release the contact information for their CEO, and it's not available on line. We can only speak with their Customer Service Director who keeps assuring us the NEXT shipment of replacements will be usable.
  Since it's been a YEAR dealing with @Cabinets.com. Our contractor had to move on long ago. We will now have to pay him again to reinstall any replacements that aren't damaged...AND…We will have to pay to get the damaged goods carted out of the house. This mess has made the kitchen barely usable for a year, and we are walking around the damaged cabinets sitting in our dining and living room as the company will not take them back.
  These damages did NOT happen with shipping, either. The packaging has been in-tact and hearty. We have also recently contacted our "consumer complaints" area of our state AG’s office for help. PLEASE help us. This is draining us financially and emotionally. Thank you!

  Customer Answer

  Date: 03/31/2025

  We have not been in direct contact with cabinets.com since we
  first filed with the BBB because we have found any correspondence with
  them is futile. It’s a game they play: We present cabinets.com with the
  required photographic evidence of damaged goods, along with the correct
  documentation. Time passes on their end, and we eventually receive
  another equally damaged “replacement.”
  
  Wash. Rinse. Repeat…. For an entire year.
  
  It’s
  revealing itself as a cycle in which we (and other customers, based on
  on-line complaints and reviews) believe cabinets.com hopes to WEAR DOWN
  THE CONSUMER WHILE OFF-LOADING FAULTY AND DAMAGED PRODUCTS.
  
  We
  are hoping to finally break that cycle, and the unethical game being
  played, by contacting you and the Tennessee Division of Consumer
  Affairs.
  
  This is why we haven't contacted cabinets.com a sixth
  time; our past efforts have proven the work of photographing,
  cataloguing, and contacting the company has only resulted in MORE
  shipments of damaged goods flooding our home and an colossal waste of
  time for us and our contractor.

  

  Business Response

  Date: 05/02/2025

  The business responded to this complaint but asked that its response not be published.

• Initial Complaint

  Date:02/10/2025

  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.

  Order# ********** Purchased two base cabinets in November *************************************** February 2025. We opened the packages and to our disappointment the cabinets have poor build quality resulting in unaligned cabinet doors and drawers. It is so bad that the top drawer isnt able to close because the unaligned bottom doors are preventing it from closing. These are not functional and clearly poorly built. The other base cabinet has a significant gap in between both doors, looks like they are too short resulting in a gap. Weve contacted the claims department and their initial response is the hinges are faulty, how are these brand new and faulty? No quality control is probably the reason. Save your money and look elsewhere.

  

  Business Response

  Date: 02/24/2025

  Hi **** and ******,
  
  Thank you so much for taking the time to share your concerns. We truly value your feedback and are thrilled to hear that you have already been working with our Senior Director of Customer Service.
  
  From the photos and details provided, we are confident that the door and drawer alignment concerns mentioned can be resolved with a few simple adjustments to our **** hardware, which allows for up, down, left, and right movement. These small adjustments are common for any new cabinet installation and only require a screwdriver.
  
  We want you to enjoy your new cabinets, and our team remains available should the you have any questions regarding the provided adjustment videos or run into any difficulties.
  
  Were happy to help in any way we can.

• Initial Complaint

  Date:01/02/2025

  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 am a general contractor located in ****** and I have lost over 12 thousand dollars and have been pushed back months on deadlines because of two complete house order train wrecks through cabinets.com. From design errors taken off actual blue prints to multiple missing cabinets, damaged cabinets, shoddy build quality and order mistakes that I have email record of, I can never use cabinets.com again. They are too much of a liability. I have had two different installers tell me that they have never worked with cabinets this bad and that if I ever order them again, they won't install for me. One even told my client this! I have multiple pictures and emails of the products and orders to verify the truth of all of this and I most likely will have an ulcer for the amount of stress this has caused. Definitely not worth the contractors discount I got. *** the cabinets are not built with 3/4 inch plywood as they allude to in the videos. They are 1/2 inch plywood with multiple stapled parts.

  

  Business Response

  Date: 01/16/2025

  Hi *****,
  
  Were sorry to hear about the missing items and affected parts with your order. We understand how important it is to stay on track with a project, and we truly appreciate your patience as we work to resolve these issues.
  
  Its great to hear that youve been working with our **************** team on replacement parts, and with our Senior Director of ****************, *****, to get your ******************** experience back on track.
  
  Regarding the plywood specifications, our European Full Access cabinets use 3/4" plywood, while our Traditional Frameless cabinets utilize 1/2". This information is also available on our Construction Page.
  
  Thank you again for giving us the opportunity to help. If theres anything else you need, please dont hesitate to reach out.

  Customer Answer

  Date: 01/17/2025

   
  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.

  I had a complaint that I filed against cabinets.com for some issues I had with some orders. ***** from cabinets.com has contacted me and resolved all of my concerns. Please remove my review. Thank you. ***** ******