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:03/24/2025

  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.

  Purchased cabinets, countertoops, sink and hardware on 1/11/2025 for $15,175.16. When receiving the order, I was surprised the cabinets were in boxes, made in *******, ready to assemble (similiar to ****** I was unaware the cabinets needed to be assembled as I'm not in a position to do so. After bringing this to the store's attention, I was advised the estimate states this as well as the purchase order. The estimate states some products need to be assembled (not ALL products) and the purchase order line-item states assembly required with the price for each item. It doesnt list who is responsible for the assembly with a price I'm paying next to the item. This is very misleading. The store manager, ******, apologized that it wasnt clear that the cabinets needed assembled. It is something that is mentioned during the initial showroom walkthrough which I did not have. When requesting to return with a refund, I was advised that there is a 25% restocking fee. She spoke with the regional manager who advised me to contact customer care to address the issue with a request for a full refund. I spoke with customer care who stated they handle damaged items, color issues and/or customer service issues. They do not authorize or process any refunds as these are handled in the store. I spoke with the regional manager, *****, asking for consideration for a full refund. I understand the intent of a restocking fee but the material and supplies have been returned, unopened and can easily be re-sold as they were not custom sizes. ***** adjusted the charge to $450.00 to re-coop the shipping costs. The original shipping charge was $199.00 and there is no re-stocking fee listed in the contract. I was refunded all but $450.00 plus an undisclosed tax charge of $44.55. My last email on 3/1/25 has no response. I am frustrated with the difficulty of my request, ignored emails, and ************ referrals between the store, regional manager, and customer care.

  Business Response

  Date: 03/25/2025

  The customer's sales order states assembly required on every line item. Our return/cancel order policy is also on the ******** the customer signed and agreed to at the point of sale.
  

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23103408
  
  I am rejecting this response because the store manager acknowledged the lack of communication advising me the cabinets would need to be assembled and verbally authorized a refund pending authorization from customer care.  ************* does not authorize refunds so this delegation was an intentional dead-end.  The docusign does not list a 25% restocking fee for cancellations.  The line items have a cost next to assembly required reflecting the cost for the assembled items.   

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

  Business Response

  Date: 04/02/2025

  The DocuSign does state we have a 25% cancelled order fee/ 25% return shipping fee. The items on the sales order all say assembly required.
  

  Customer Answer

  Date: 04/29/2025

  Looks like my case ******** was closed before I was able to provide a rebuttal. As my original message states, the original estimate received from Cabinets To Go stated " some products need to be assembled", not ALL products.  This statement is also listed on the line item with the purchase amount appearing as though I'm paying for the assembly.  This is very misleading.  The store manager apologized for the miscommunication.  The regional manager agreed to refund all but $494.55 for the cost of shipping when the original shipping cost was $199.00.  I am requesting the additional monies be refunded to me.

  
  

  Respectfully,

  **** ******

  ************

  ********************************************************************************************************************************************************************************************************************************************************************************************************************************************