Cabinets To Go

We have done 2 kitchens and 1 bathroom with Cabinets To Go over the last several years and everything has gone well. Now doing another kitchen and this experience has been very different.

Six of the cabinets arrived damaged. When I made them aware and provided photos, instead of replacing the cabinets they demanded I identify each damaged part along with photos of each (the photos I sent werent good enough). I complied although given the scope of damage I felt they were expecting a lot. Five days went by with no response to emails from either the store manager or the customer service associate.

When I called the CS associate she claimed they were waiting for me to provide details and photos! When I pressed her, she located part of the emails and then demanded more pictures! Enough with this! My kitchen reno is at a standstill and I have no idea when or if Im going to get these cabinets.

Do not under any circumstances use Cabinets To Go. I have been very happy with my previous jobs but clearly something has gone sideways with them since my last job in 2022.

Besides a lousy response when alerted to the problem the quality has gone way down hill. Never again!

Do. Not Go.

When I say the experience has been difficult, frustrating and maddening, I am understating the incompetence.

After spending over three hours with a sales associate to confirm and update a prepared plan, I should have known then that

this would be a painful experience. I purchased cabinets and counter tops for a small kitchen, and had my own contractor to

install. Simple, right? Not.

When they were finally delivered on pallets, I was informed at that time that we had to spend more

money assembling everything. That amounts to $45-85 per cabinet. HUH?! Okay, things happen and we will get through this.

What one should expect in that process is that several parts are damaged, and it throws off any schedule you have.

And, when

you hear that the store associate carries no responsibility or can take ownership to help, you get passed on to the overwhelming-

ly incompetent, barely English- speaking team. After repeating seven times that parts were damaged, and reviewing which

parts, they bring the issues to the team. And, they keep reminding you that the issues are with the team. Finally, after a

week or so, they ship your replacements--all the while contractors have to be rescheduled.

At one pint, I just used a damaged

piece and had it positioned so it was unseen--all to avoid the team. Oh, lets not forget the counter tops. There was an offer

for a free sink if I ordered the counter tops from Cabinets to NOT go. Unfortunately, the sales associate was not aware of it un-

til I saw a sign.

And, then the sink didnt come. By the time I realized it didnt come with the cabinet delivery, I called and was

informed that the sales associate with whom I worked, was no longer with the company. To top that off, they were out of the

sink I chose. Yet another does of no accountability, frustration and surprise.

So, I picked out a sink and asked for it be deliv-

ered to my home. Apparently, the communication was not received, so I had to go fetch it myself--with no apology or concern

by the store Manager., who, by-the-way, has the personality of a lamp post. Niiiiice. Now, I can have the installation completed

and have the company come do counter top measurements.

Once again, and unfortunately for me, this will take three weeks,

and then they come back to measure for the backsplash areas--probably another three weeks to add to that process. Another

reschedule. Ugh. But, wait, Im not done.

I was missing a part. So, I was forced to go back to the team. After almost two

weeks of receiving email messages thanking me for my patience, and the team is working on it, I am done. The process

from start to finish has been so utterly strange and ridiculous, I can only laugh at this point.

From irresponsible, unfriendly and

unhelpful sales associates, and the Manager, to the barely English-speaking and non-functioning customer no-we-dont care,

you are really in for a troubling time. As if remodeling isnt difficult enough, they do their best to make it more arduous.

after ordening an recieving a flat ship cabinet 30 inch vanity base i went with cabinet to clients home. Upon opening the box i noticed two panels were damaged.

Hard ti believe as they were packed finish side inward. After a few moment of embarrassment i assured clients I'd get it replaced.

CTG declined a refund and instead said they would send 2 new side panels. They were sent so again at clients home i attempted to assemble the cabinets... NOPE, the panels they sent were wrong.

Clips didnt align and the dado for the bottom panels wàs wrong, again looking like a donkey ìn front of my clients. Contaced CTG again and they agreed to send a whole new cabinet. 2 weeks later i got the cabinet.

a small chip wàs noticed but thankfully ìn a spot not easily visible.

I wont be using them again. The last part and the simpleist turned out to be 4 wks of phone calls from my angry clients

.

Here's what is happening:

-Interaction with Cabinets to go started in october, and while online purchasing can be daunting, I did go into the south bay store to meet with a gentleman that helped clarified a lot of questions I had about purchasing cabinets, what type etc. with a lot of back and forth, we finally were able to get to an agreement with types of cabinets I would like.

The template that was sent to my contractor was different than the one I signed. Apparently, we had a conversation about building a platform for a cabinet, which I find extremely hard to believe because anyone would just opt into buy the right size cabinet... Okay, fine, it's always a possibility i didn't capture that part of our conversation, so I let that go. Fast forward January, my contractor and his team have begun the renovation, cabinets are built and I call tile and stone and their appointments are not until almost 3-4 weeks out just for a measurement.

As absurd as that sounds, there really was not much i could do. I called frequently to ask for wait list cancellations, but there were none. I waited and Feb1 rolled around and the gentlman came to measure. I was present, so was my contractor.

He asked if I wanted a 1 inch over hang for my island, and i'm like 1 inch seems alot, not sure if it's neccessary? little did i know, it was not explained to me that if I didnt have an overhang, it would not be one continuous piece. That is a VERY crucial piece of information that was left out. The assumption was made on tile and stone's part that i knew exactly what a 1 inch overhang means and what it would do.

-everything was checked to be leveled as that was a requirement and again, waited another 1 month to get the tile and stone crew back for installation.

They arrived March 1, cut the countertop incorrectly and were arguing at my house. Then they just left, i had to call to reschedule because I didn't know what was going on. When i called, the lady said, "oh you free monday?" like there were just a plethora of appointments available or something. I'm like, well yes, can someone please finish the remainder of the piece but also, what is happening with the current piece.

there was no continuity, the island doesn't "wrap around" the post, no workaround was even provided. when i called them, they said we can't "force" the customer to do a 1 inch overlay. again, WHAT DOES THAT EVEN MEAN. why were their assumptions made with NO interest on behalf of the customer of explaining what the consequence of a lack of overlap even means.

There was NO accountability, NO responsibility. and they said, well your contractor was there and should have said something. ABSOLUTELY NOT. Let me tell you who should be responsible, the person that I paid for this installation.

My card was charged by cabinets to go. Cabinets to go is the sole responsible party. The fact that i had to spend my time to chase down tile and stone for appointments and rescheduling BEATS me. this is absolutely unacceptable.

I don't know what type of business cabinets to go is running, but there has been zero accountability, customer empathy of ANY kind. Your choice in selecting tile and stone as a 3rd party countertop installation, is a direct reflection of your company and I'm the one suffering the consequences. I've been living out of my house with my 2 small children, waiting for this kitchen to be complete. Literally paying duplicate mortgages/rent because i could have been back in my own home.

I don't know how many calls and emails I have sent and the fact that there is STILL a lack of urgency, floors me. Modify your SLA's to account for "high demand" because it's a whole lot of NOT the customer's problem. We paid for a service / product, and we expect it to be delivered.

Operating a business is of course about the bottom line, but ultimately it's also about doing the right thing. I'm absolutely disappointed that after explaining my experience over and over again, cabinets to go is still trying to "negotiate" with the tile and stone company to see what the "best" options are.

the RIGHT thing to do by the customer, is GET THE COUNTERTOPS THAT WERE ASKED FOR. I didn't spend 20 grand for a half done countertop. I understand that cabinets to go will have to pay tile and stone to fabricate a new island, but THAT IS THE RIGHT THING TO DO. if my countertops were advertised, i guarantee you, no one would actually want to purchase it.

my posts are scuffed, the original island countertop isn't even adhered correctly, it is an ABSOLUTE hot mess.

This is ABSOLUTELY unacceptable, and I hope this reaches to your CEO. Please have some one reach out to me as soon as possible as I seriously have waited long enough.

The store in Halifax, Fort Myers FL is the one that I worked with and I was not only insulted, ignored and treated inappropriately but also the contract that stated that the two closets would be completed by December of 2022-- were not and that is because the sales rep, Michelle Weddle ordered the incorrect parts for one entire closet and did not complete the second one. And when I tried to contact Michelle Weddle about the incorrect parts that were ordered-- she never responded neither by email or calls.

And her colleague insulted me and I had to go to the store to deal with the Manager, Alex Mayoli. And when I went to the store --the manager insulted my daughter and I, berated us, and made us feel uncomfortable.

At first the team at the Monroeville, PA store seemed great but once my order had issues they apparently washed their hands of my order. A piece was all of the sudden out of stock and delayed the order by one week.

After finally receiving the cabinets one was out of square and the channels had to be hand chiseled out because nothing lined up. The locking mechanism would not lock and would need to be manually fixed to make it remotely stable. I called customer service and they assured me a new cabinet would be shipped immediately. After waiting a week to receive the replacement I called again and it was delayed another week.

At this point, over a month into the process I still don't have a replacement.

Customer service kept reiterating damage and quality issues are in the terms and conditions and they are not liable for delays or problems nor will they accept a return after the product is removed out of the box. My countertop installer will arrive tomorrow and I am going to have to pay a contractor additional money to make what I have work so I'm not another week or two behind.

RUN AS FAST AS YOU CAN! Don't waste your money.

Cheap quality. Taking them to small claims court. Came with wrong cabinet...to fit an oven & I have a microwave. Came damaged with bracket coming out the back.

Draws don't close evenly. Held together with staples everywhere. Spice rack draw rocks in the cabinet and cabinet draw bracket not in back of cabinet evenly. Side flush mount starts thick to thin.

Brackets sit in a " thick backboard. My 23 yr old cabinets are in better condition than the crap I received. SO, RUN AS FAST AS YOU CAN! It will only allow one photo.

I have many. All 4 pieces are wrong or damaged.

Purchased a 24K cabinet order from cabinets to go. First the oven cabinet had 2 left side panels and no right panel.

Had to wait for another one to be shipped. Next 2 drawer cabinets had 2 left side panels and no right panel. Had to wait for new ones to be shipped. One drawer unit had 6 drawer fronts and no rear drawer panels.

Had to modify 3 of the drawer fronts to make them into rear drawer panels.

Finally after I got all the parts and finished the kitchen, Installing the cabinet doors, 2 of the door panels were made too small.

Contacted Cabinets to go (again) and they said I had had the order too long and they would not correct the problem! STAY AWAY FROM Cabinets to go-Horrible quality and service!