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:06/02/2025

  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.

  Cabinet order placed through ******.Approx. Cost $18,500.
  
  Store address: **** ******** ****** ****** ******* *****.
  
  Original order for Diamond Cabinets placed on 2/14/25. Approx. Cost $18,500.
  
  Delivery of the original order was received on 3/28/25.
  
  The order arrived with quality issues, including:
  
  Broken face frames
  
  Scratched surfaces
  
  Veneers sanded through to the substrate; many locations.
  
  Misaligned drawers and doors
  
  Other misc. issues.
  
  All issues were documented in writing and with photographs, then submitted to *****s within seven days of delivery. Diamond received the request and began fabrication of the replacement pieces.
  
  At that time the majority of the cabinet frames were installed, based upon the understanding that replacement parts could be installed when received.
  
  Replacement components received on 5/2/25 from Diamond.
  
  Most replacements consisted of door and drawer faces.
  
  Cabinets are faced with Cherry wood veneers.
  
  Replacements received were significantly lighter in color than the original order (except for 1 or 2 pieces). This created a 'patchwork quilt' look to our kitchen.
  
  The mismatch was documented and submitted to ****’s again.
  
  ****’s contacted the Diamond representative. The rep collected a sample door from us that matched the original order on 5/14/25.
  
  Since 5/14/25, attempts to get status updates from ****’s have had little success. We have reached out several times.
  
  On 6/2/25, ****’s indicated Diamond is estimating 12–14 weeks for replacement. This is 2 - 3 times longer than it took them to provide the original, full order of cabinets.
  
  Concerns remain that:
  
  Diamond may not provide matching replacements.
  
  The 12–14 week timeline is 2–3 times longer than the original order took.
  
  Diamond is not taking this seriously and does not really care about our inconvenience. They have been paid and we have minimal recourse.
  
  Replacement components will require additional labor and cost to install.

  Business Response

  Date: 06/04/2025

  Dear BBB,
  
  Thank you for contacting us regarding Case #********.  We will reach out to the consumer directly by June 10, 2025, to work towards a resolution.  Please let
  us know if you have any questions.
  Kind Regards,
  
  Consumer Affairs
  MasterBrand Cabinets LLC

• Initial Complaint

  Date:04/28/2025

  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.

  ***** is an authorized retailer of DiamondOne and advertises delivery as 3 wks (and a few additional days depending on product).
  
  We ordered $16,686.36 of cabinets on 2/5/25. I confirmed we should expect delivery around 2/27/25. Store confirmed accuracy. Unknown, a discrepancy in price was alerted on 2/5/25 to store and wasn't fixed by ***** until 2/17/25. Delaying 70% of cabinet order. To our understanding, this wasn't within our control. The discrepancy pushed 30% of order from del 2/27/25 to 3/13/25 and 70% out until April. We were not notified of a issue until receiving a call that delivery was scheduled for 3/13/25. We then received another call that 70% of the order was pushed back to delivery on 4/3/25. Went to store and spoke with manager. Unfortunately, no answers. 30% of the order arrived on 3/13/25. 2 wine boxes constructed with knots/missing wood in areas that secure it, not flush construction, and peeling finish. 4 drawer fronts produced subpar materials showing large distress and graining.
  
  We got a call that next delivery was pushed again to 4/16/25. At this point we returned to the store. We waited to hear that the vendor said they are waiting on 1 panel. However, on 4/1/25 we are 8 weeks out from order and 5 weeks past the 3 week waiting period advertised.
  
  Advertising states DiamondOne 3 weeks (a few days may vary depending on cabinet). We exceeded 3 weeks and a few days. Our original delivery date should be 2/27/25. We are 5 weeks over putting us at 8 weeks. A 250% increase. Incurring expenses holding install, stone storage, fabrication discounts...
  
  Delivery made on 4/3/25 2 Cabinets delivered peeling finish, 2 cabinets delivered cracking/peeling banding, 4 shelves delivered split boards, 1 cabinet damaged frame, and 1 cabinet frame cracked.
  
  Final delivery on 4/18/25. 10 weeks after the initial order and 7 weeks after advertised timeframe. During delivery 1 cabinet interior side holes don't match the back and 2 shelves fraying.

  Business Response

  Date: 05/09/2025

  Dear BBB,
  
  Thank you for contacting us regarding Case #********. We will reach out to the consumer directly by Friday, May 16 to work towards a resolution. Please let
  us know if you have any questions.

  
  Kind Regards,
  
  Consumer Affairs
  MasterBrand Cabinets LLC

• Initial Complaint

  Date:03/03/2025

  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.

  We purchased the Diamond cabinets through ***** home improvement and arranged installation through *****. While the first installer was installing cabinets he noticed numerous doors for the cabinets have had flawed finish, cracks in the joints and colors that do not match. Crown molding color does not match, toe kick is not finished. After 3 shipments of doors and trim pieces being sent that either don't match the color or were defective Diamond stated that any pieces sent were going to be inspected by a specialist to make sure we had all matching finished pieces to finish the project. After 3 shipments of mismatch products and 2 changes of installers over a 16 months of work the last installer was asking my wife "how is this trim supposed to go up" I've been patient with the process, but what was started October of 2023 is still not completed.

  Business Response

  Date: 03/13/2025

  Dear BBB,  Thank you for contacting us regarding Case #********.  We take all matters regarding our consumer satisfaction seriously and are currently researching their situation and will be reaching out directly to work towards resolution.

  Best Regards,

  Consumer Affairs

  MasterBrand Cabinets

• Initial Complaint

  Date:01/21/2025

  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.

  I pruchased an entire new kitchen of cabinets from Diamond that were installed about a month ago. The door miters are all irregular and they look terrible
  Most doors have a couple good miters then a bad one
  I have asked Lowes to send out rep and they talked to Diamond and noone will address the shoddy work
  I intend to take this up with the BBB and every complaint orgainzation I can
  Why did I spend 20 thousand dollars on shoddy cabinets?
  They look nothing like the cabinets they show you at Lowes

  Business Response

  Date: 02/03/2025

  Dear BBB,

  Thank you for contacting us regarding Case
  # ********.  We take all matters regarding the satisfaction of our consumers seriously and welcome your assistance in bringing this matter to a mutually
  satisfactory conclusion.  Our Customer Service team has been in direct contact with the consumer and is working with them to resolve.

  Please let us know if you have any questions.

  Regards,

  Consumer Affairs

  MasterBrand Cabinets

• Initial Complaint

  Date:10/31/2024

  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 purchased Diamond Cabinets from Lowe’s in 2/2021 and had them installed on 6/2021 by a Lowe’s contractor. After 2.5 years the cabinets started peeling and falling apart. After several attempts to get warranty replacements repairs from Lowe’s I haven’t received very little response. Lowe’s is only interested in the sale and doesn’t provide customer service in relation to warranty issues.

  Business Response

  Date: 11/05/2024

  Dear BBB,
  
  Thank you for contacting us regarding Case #********.  We will reach out to the consumer directly by November 8th, 2024 to work towards a resolution.  Please let
  us know if you have any questions.
  Kind Regards,
  
  Consumer Affairs
  MasterBrand Cabinets LLC

• Initial Complaint

  Date:08/05/2024

  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 11/29/23, I placed an order for Diamond Cabinets through a major home improvement retailer. Amount: $18,156.62. In the ensuing months, I experienced countless problems. In short, at least 75% of my custom ordered kitchen cabinets and related parts had some sort of flaw. Delays. Inconsistent colors (some doors lighter/darker than others). Some doors not the same size (off by 1/8"). Cabinets not square. Scratches/dents/dings. Warped door. Wrong size filler pieces. Incorrect pieces. Missing pieces. Incomplete cabinet (failed to include holes for pegs to adjust cabinets). The list goes on. Diamond customer service was not responsive until I contacted executives at Masterbrands, the parent company. My contractor actually addressed some of the problems without Diamond's help. Still other issues I just accepted and moved on. Diamond worked with me to address the problems but most, if not all, should not have occurred in the first place. A six-week project turned into a 4-month project. Time and money wasted. Diamond's promises to alert Quality Control to improve their processes ring hollow.
  
  In regards to compensation, Diamond told me:
  
  --Our goal is to ensure the Diamond Cabinetry Limited Lifetime Warranty has been properly followed.
  
  --Diamond’s sole and exclusive remedy is to repair or replace any defective product.
  
  --We have honored our warranty and gone above and beyond...
  
  --We apologize for the inconvenience you experienced with your situation; however, we are unable to provide any type of monetary compensation.
  
  The fact is, Diamond rectified its own manufacturing defects and, perhaps, issues with the order details between the retailer and Diamond. Diamond did not extend any courtesies to me based on mistakes I made or problems I caused. Nor did Diamond compensate me in any way for the delays and increased costs I experienced as a result of their mistakes.

  Business Response

  Date: 08/16/2024

  Dear BBB,
  
  Thank you for contacting us regarding Case #********. 
  We have reached out to the consumer directly to work towards a
  resolution.  Please let us know if you have any questions.
  
  Kind Regards,
  
  Consumer Affairs
  MasterBrand Cabinets LLC

  Customer Answer

  Date: 08/23/2024

  
  
  Complaint: ********

  I am working with Diamond on a resolution. That is the basis for the rejection at this time.  I am confident the issue will be resolved in the near future. As soon as it is resolved, I will close this case.

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

  Business Response

  Date: 09/09/2024

  Good afternoon,

  We have worked with the consumer to resolve his concerns. At this time we consider his case resolved. 

  If you have further questions please don't hesitate to reach out. 

  Regards,

  Consumer Affairs

• Initial Complaint

  Date:12/04/2023

  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.

  I bought diamond cabinets about 6 months ago from ****** in ******* TN. From day one I noticed issues with manufacturing such as defects, doors not voiding and etc, but I did now want to deal with the run around or hassle of reaching out for help. Well I can’t anymore. I need this matter resolved. And from what I can tell, there’s no way to file a claim with Diamond online. I have researched how to fix this on my own, however, this is higher than me. Its catastrophic for them to be in business and selling this mess. This is embarrassing and an injustice. I’m researching lawyers because of this pathetic mess. They should be put out of business or stop making cabinets; it’s a fraud. I need a proceeding on this matter.

  Business Response

  Date: 12/06/2023

  Good morning,

  We sent the consumer an email on 12/5/23 providing instructions on how to make adjustments to both the drawers and doors. Her contractor should have made the adjustments upon installation. I also offered to provide shelves and shelf clips once she supplied the type of cabinet, wall or base and the width of the cabinet. She responded that she would like a representative to come out so it is done correctly.

  At this point I am waiting on her to send me the receipt as it is required per the warranty. Once I have that we can continue to work together toward resolution. 

  Regards,

  Consumer Affairs

• Initial Complaint

  Date:06/27/2023

  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.

  I purchased my 17 white diamond now kitchen cabinets from Lowe's ********** Mo,***** about a year ago from day one cabinets had several defects including damaged cabinets and poor quality some showing worse than others I complained from day one with no help from store nor diamond in cabinets have been installed and I've tried getting certain issues addressed since then I have found other defects with the cabinets including if you wipe the doors off they will explode where the cracks are if you set I can inside the cabinets it will leave a ring several of the drawers are put in wrong and you cannot fix it without making more holes one of the drawers completely fell apart there's issues to my lazy Susan doesn't want to open properly and has scuffs from the original day of purchase a couple of the other cabinet doors have scuffs from original purchase and several of the doors to the cabinets have way too big a holes where the hinges screw in so the doors just come loose repeatedly all I can say is completely poor quality in cabinets I just want the cabinets replaced and for the past 6 months I have been back and forth with Lowe's and diamond now and gotten nowhere with them diamond is repeatedly stating that they are not receiving receipts even though the receipts have been sent five six times I have offered them invoice numbers and again I'm getting nowhere with Lowe's nor diamond now at this point I either just want my money back so I can go somewhere else and get kitchen cabinets or want these cabinets replaced with a different style kitchen cabinets I'm tired of the excuses and drag outs and after reading several stories from other customers and reviews from other customers I do not think I want to keep going through this like they have I just want the cabinets replaced with a different style cabinet or my money back which it seems at this point I'm not getting anywhere with either company

  Business Response

  Date: 06/30/2023

  Dear BBB,
  
  Thank you for contacting us regarding Case #********.  We will reach out to the consumer directly
  to work towards a resolution by end of day July 7, 2023.  Please let
  us know if you have any questions.

  
  Kind Regards,
  
  Consumer Affairs
  MasterBrand Cabinets LLC

• Initial Complaint

  Date:05/05/2023

  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.

  Cabinet Purchase in the amount of $18,203.05 from Lowes (Store #2233). Diamond Prelude and Reflections brand was purchased on September 9, 2022. At this writing we are still missing several pieces of cabinetry after two site inspections from ***** *************** (Area MasterBrand Sales Manager) and **** ****** (Lowes Kitchen Designer). Four separate re-orders have taken place since initial delivery of the product in the end of October 2022. Replacement parts have come in the wrong color, size and glazing and damaged in worse condition than the first order. It has been 8 months and we continue to receive damaged parts or have not received major components of the original order. We have contacted Lowes and MasterBrand several times with no response. We have opened a complaint with Masterbrand and all they respond with is that they are working on it. Please see attached letter with a complete timeline and description of the issue.

  Business Response

  Date: 05/18/2023

  Dear BBB,
  
  Thank you for contacting us regarding Case #********.  We have reached out to the consumer directly
  to work towards a resolution.  Please let
  us know if you have any questions.
  

  Kind Regards,
  
  Consumer Affairs
  MasterBrand Cabinets LLC

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased cabinets from Diamond Cabinets through ****** Home improvement store, In ****** ****. 3/12/2021. The cabinets were delivered May 2021, they arrived defective, miscolored, wrong size, damaged parts. I spent the better part of 9 months working with Diamond,5 months with ****** to get matching parts. The Diamond sales agent **** ****** came to my home 2 times, & left fully aware that the cabinet set arrived defective. I spoke to ****** Store manager, & special projects manager ****, that promised to help resolve the problem with the defective cabinets, never heard from either, unless I called them. At the last home visit **** ****** from Diamond, he promised to self inspect and deliver the mismatched products to my home himself which didn't happen. Then I attempted to work with ****** Ex Cst svc . Nothing was resolved with ******, they offered a $1k, but accepted no responsibility for the defective cabinets as if that would fix anything. 5 doors were the wrong design, 5 drawer covers were the wrong color, 2 filler pieces arrived damaged, 1 filler piece arrived was white, for a brown cabinet set, the kick boards are to light, one cabinet is completely to light, the crown molding doesn't match, the dark lines embellishments, I paid extra for, look like someone smeared crap on them, 2 replacement doors arrived without drill holes in them, 2 cabinet skins are to light. My contractor was tired of showing to the work site, only to find Diamond Cabinets delivered parts that couldn't be installed that cost the contractor & I more time and money. This will be 2 years in May 2023 when I actually received the cabinets. I tried to remedy this through both Diamond Cabinets & ****** to no avail. I am very disappointed Diamond Cabinets & ****** got paid for a job they never did. This has been the worst experience for our family. Diamond Cabinets poor craftsmanship tanked my project, My contractor is suing me for money he lost on this project, that's still incomplete.

  Business Response

  Date: 03/14/2023

  Dear BBB,
  
  Thank you for contacting us regarding Case #********.  We reached out to the consumer today to directly work towards a resolution.  Please let
  us know if you have any questions.
  

  Kind Regards,
  
  Consumer Affairs
  MasterBrand Cabinets