CABINETS.COM IS AWFUL

2 months ago

When a customer purchases fully assembled products , and spends over $20k, customer service should not be this awful.

The cabinets are only protected in shipping by a single layer of cardboard, and then they make it extremely difficult 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 with pictures 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 me.
I am writing this on 5/19 and nothing has been resolved. I called and there is nobody available to help 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.

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Comments (6)

PRO
Patricia Colwell Consulting
last month
last modified: last month
I am sorry you have been unhappy but really a few days to deal with an issue is not realistic . This company does not build the cabinets that was IMO your first mistake so they need to deal with whoever makes the cabinets you got that takes time . They are just a distributor for many companies and my guess maybe some overseas ones too.
Jodi Gonzales
Original Author
last month
last modified: last month
I have no complaints about the product itself. They manufacture their own product in the US. They shipped the product in 1 layer of cardboard though and They are also supposed to resolve all damage claims with 48 hours and it has been over a week.
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PRO
HALLETT & Co.
last month
Jodi we agree with you ! If they state 48 hours they should stand by it. It’s a terrible spot to be in because now you are stuck. I often do ikea for this reason- a store is four hours round trip so I can go swap out damaged items if I need to.
Jodi Gonzales thanked HALLETT & Co.
Jodi Gonzales
Original Author
last month
last modified: last month
thank you! Yes, my contractor also LOVES Ikea for this reason haha... ( and they have a better warrenty now than most of the RTA companies )

We strongly considered using IKEA (20 min from us), but in the end wanted fully assembled semi custom made in the US. I think my cabinets.com experience wouldve been much better if they had packaged the products properly for shipping and had better customer service. It seems they invest on the front end with a quality product, marketing and design team, then nothing on the back end with shipping and and customer service.
PRO
Pegasus Support Services
last month
They are just assembling low quality RTA cabinets. They aren't actually manufactured in the US. And that is why there is a problem with their timelines. When stuff is on a boat, and who know what the price will be once it lands, there is zero predictability built into anything.
Kendrah
last month
I recently used a moving company who easily agreed to adjust the bill if I signed paperwork stating I would not discuss this problem or adjustment and not post reviews about it. This is how crap companies can have great reviews.

Perhaps you can alert them to your negative post on Houzz and they will remedy your situation if you take the post down.

I would never purchase such a large investment from a company with dot com in the title. I want a real brick and mortar location where I can bother someone when when they make a mistake.