Complaints

• Initial Complaint

  11/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Paid over $13,000 to RTA Cabinet Store between Sep 27 and Nov 21. The most egregious issue relates to the most recent large order placed (order #****** for $6,024.32). I used their design service to ensure I received the right parts needed - these cabinets were for a kitchen island, so the backs and sides of the cabinets would be exposed. I needed to be sure I had the right parts to cover the cabinets and ensure that all edges were finished. With their help, I finalized my card and placed the order - since the purchase price was over $3,500, it was eligible for a 25% discount. The island was just assembled and it immediately became clear that additional parts were needed to cover all edges - there is exposed plywood on the sides of the island in the middle of the kitchen. Since these parts ($1,200) were not a part of the original order, I was told I am no longer eligible for the 25% discount that applied the previous order, since it does not meet the same threshold (order #******). I now have to pay an incremental $250 of shipping plus the higher cost per unit. The same discount should apply to the parts that were not shipped before, since it was RTA's design team that did not include them, and the additional shipping charges should be waived.

  Business response

  06/05/2024

  Customer placed the order on 11/11/23. Customer neglected to add specific trim pieces to his order. At the time he stated her worked with one of our kitchen designers and the trim pieces were left off his order. After careful review we could not determine or, have record of him working with or using our design service. To assist this customer, we offered a professional courtesy of a 15% discount off the order for the trim once it was placed. He was expecting a higher discount.

  A new order was placed on 11/21/23 for the trim and the 15% was applied to that order.

  Thank you

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We originally placed in order with RTA cabinet store through a designer in Dec. 2022. This was for over $27,000. The designer did not inspect the cabinets within 48 hrs. The designer later left our kitchen remodel job. When we began building our cabinets, over half were damaged. Even though the cabinets were shipped to our home, shipped under our name, I had a cabinet list, and an exact amount spent, RTA would not help us. We were forced to rebuy 14 cabinets for over $5,000 when all of them should have been under warranty/claims. About 20 could have been reordered, but we could only afford to replace 14. When the 14 were sent, 7 were damaged (cracked, bad paint, dents, etc). We filed a claim for 7 cabinets to be replaced. 7 were resent, 6 were damaged. Filed another claim. Supposedly 6 were to be sent. They sent 4, 2 were missing. Had to file another claim. Reached out multiple times that this is not normal, ethical, or of sound business practice. They are sending damaged goods without concern and then forcing the consumer to deal with it. They said they inspect them and they don't. I have asked for a credit. They offered $200. They said they gave me "35%" off my $5000 order when in fact they over inflate their prices then offer mark downs. They also know how much I spent in Dec. 2022 that they wouldn't help me with. No one cares at this business. I want my money back, or at least most of it. My kitchen is ruined because of them, and I am going to be forced to source cabinets elsewhere. Them forcing you to file claim after claim after claim is insane. They don't care that the cabinets are all damaged to begin with. They are selling a horribly poor product. I have uploaded the most common types of damaged we encounter at every order.

  Business response

  06/10/2024

  Customers original order was delayed in shipping due to back ordered items. Once received there was damaged. Customer filed a claim, and each subsequent order was received with some type of damage. As part of the resolution in getting her replacements a number of refunds/credits were issued as well.

  Over the past ***** months, we have diligently refined our processes, adjusted policies, and fostered closer partnerships with our vendors and carriers. They share our dedication to prioritizing customer satisfaction, resulting in tightened shipping timelines, clearer assembly instructions, and a continued commitment to delivering outstanding products.
  

  Through ongoing training and development initiatives, our team has become even more attuned and responsive to the diverse needs of our customers.
  

  Thank you

   

   

  Business response

  06/10/2024

  Customers original order was delayed in shipping due to back ordered items. Once received there was damaged. Customer filed a claim, and each subsequent order was received with some type of damage. As part of the resolution in getting her replacements a number of refunds/credits were issued as well.

  Over the past ***** months, we have diligently refined our processes, adjusted policies, and fostered closer partnerships with our vendors and carriers. They share our dedication to prioritizing customer satisfaction, resulting in tightened shipping timelines, clearer assembly instructions, and a continued commitment to delivering outstanding products.
  

  Through ongoing training and development initiatives, our team has become even more attuned and responsive to the diverse needs of our customers.
  

  Thank you

   

   

  Business response

  06/10/2024

  Customers original order was delayed in shipping due to back ordered items. Once received there was damaged. Customer filed a claim, and each subsequent order was received with some type of damage. As part of the resolution in getting her replacements a number of refunds/credits were issued as well.

  Over the past ***** months, we have diligently refined our processes, adjusted policies, and fostered closer partnerships with our vendors and carriers. They share our dedication to prioritizing customer satisfaction, resulting in tightened shipping timelines, clearer assembly instructions, and a continued commitment to delivering outstanding products.
  

  Through ongoing training and development initiatives, our team has become even more attuned and responsive to the diverse needs of our customers.
  

  Thank you

   

   

  Business response

  06/10/2024

  Customers original order was delayed in shipping due to back ordered items. Once received there was damaged. Customer filed a claim, and each subsequent order was received with some type of damage. As part of the resolution in getting her replacements a number of refunds/credits were issued as well.

  Over the past ***** months, we have diligently refined our processes, adjusted policies, and fostered closer partnerships with our vendors and carriers. They share our dedication to prioritizing customer satisfaction, resulting in tightened shipping timelines, clearer assembly instructions, and a continued commitment to delivering outstanding products.
  

  Through ongoing training and development initiatives, our team has become even more attuned and responsive to the diverse needs of our customers.
  

  Thank you

   

   

  Business response

  06/10/2024

  Customers original order was delayed in shipping due to back ordered items. Once received there was damaged. Customer filed a claim, and each subsequent order was received with some type of damage. As part of the resolution in getting her replacements a number of refunds/credits were issued as well.

  Over the past ***** months, we have diligently refined our processes, adjusted policies, and fostered closer partnerships with our vendors and carriers. They share our dedication to prioritizing customer satisfaction, resulting in tightened shipping timelines, clearer assembly instructions, and a continued commitment to delivering outstanding products.
  

  Through ongoing training and development initiatives, our team has become even more attuned and responsive to the diverse needs of our customers.
  

  Thank you

   

   

• Initial Complaint

  08/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Terrible experience ordering cabinets. One issue after another with terrible customer service. All issues resolved but one. Corbels for kitchen cabinets were two different sizes upon arrival. One was used and had holes where it had been installed previously. Company will not respond to emails about replacing items. Can not finish kitchen cabinets without correct parts. Order #******. Items show in stock on website. I refuse to pay for these again when they were damaged and two different sizes.

  Business response

  08/04/2022

  We spoke to the customer about her orders. Customer has agreed to the following resolution.

  - We are sending her 2 new Corbels at no extra cost.

  -We are also providing a discount on an additional order that had to be ordered due to an error in their design.

   

   

• Initial Complaint

  05/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company is working to actively deceive customers and potential buyers is our most recent issue.I submitted a review with one star and it did not appear. In fact I had to scroll beyond 25 pages of reviews before I began to read about all the issues customers are facing. We can only assume they use an algorithm to filter/show their 5 star reviews. We spent nearly $25k in cabinets we have had nothing but issues from delivery to quality and customer service throughout is proving to be the most disappointing part of all. We couldn't be more disheartened with how our order is being handled. First we were given the impression everything in our order was available and would ship together. After we placed our order we were informed several items were out of stock with no delivery date. They partial shipped our order in four installments so far and we are still awaiting the balance. This wouldn't be as much of an issue except this is a home that was destroyed by Hurricanes Laura and Delta and we have to make arrangements to have a person available to receive goods each time. A large portion of our items were received damaged with several items missing. The claim process took three hours to complete submitting all the details requested only to receive an email several days later stating the claim was denied because the photos submitted were in a PDF file not JPG. The system allowed us to attach the files with no issues but they claim they cannot see the files. In an effort to get customer service the information they stated they need we emailed the photos. Instead of reviewing the attached photos to finish processing the claim to help get us our replacement cabinets as quickly as possible we then receive an email from customer service stating our claim has been closed and were instructed to file a new claim altogether. With all the stress of being displaced from the storms this experience has been the icing on the cake. Customer service seems to no longer exists.

  Business response

  06/05/2024

  Customer placed order on 4/26/22. There were a number of issues with her order - back orders, damage during shipping, and missing items. Customer was one of the many victims of a hurricane and this was a rebuild project. We did everything we could to get this customer all of her replacement pieces and it did take through August 2022 to complete. I spoke to this customer on 5/17/22 and explained our entire process for replacements and levels of communication with our suppliers. Customer admitted that part of her frustration was the recovery process of the hurricane. This delay also caused a delay in her reporting back to her insurance company. At that time, she agreed that she understood our process and did state she would contact the BBB to file a complaint. She also stated that she would updates her posts once the 'dust' settles and she is back in her home. 

  Over the past ***** months, we have diligently refined our processes, adjusted policies, and fostered closer partnerships with our vendors and carriers. They share our dedication to prioritizing customer satisfaction, resulting in tightened shipping timelines, clearer assembly instructions, and a continued commitment to delivering outstanding products.

  
  Through ongoing training and development initiatives, our team has become even more attuned and responsive to the diverse needs of our customers.

  Thank you
  
  

• Initial Complaint

  05/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On January 02,2022 I placed an order with RCA Cabinets. As of today 05/05/2022 I have still not received part of my order. I have not received the Mahogany Glazed Pantry model # ******* The cost of the item is 1012.68.I received an email on 04/02/22 stating that I would receive this item on 04/15/22. I did not receive anything or any type of communication stating why.

  Business response

  06/05/2024

  Customer placed an order with us on 1/15/22. A few items on the order were on back order. Our vendor could not keep up with their inventory which caused a delay well into May. Customer was given a $250 for the inconvenience (5/12/22). Customer was also given a full refund on one cabinet in the mount of $823.44 (6/2/22). All other back ordered items we were able to work with this customer and provide workable solution with substitute cabinets. Since this issue the customer has placed additional orders with us (2/27/22 and 4/4/24).

  Over the past ***** months, we have diligently refined our processes, adjusted policies, and fostered closer partnerships with our vendors and carriers. They share our dedication to prioritizing customer satisfaction, resulting in tightened shipping timelines, clearer assembly instructions, and a continued commitment to delivering outstanding products.
  

  Through ongoing training and development initiatives, our team has become even more attuned and responsive to the diverse needs of our customers.
  

  Thank you

*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. ↩