Cabinets To Go

While I like the cabinets I purchased, the customer service at this location is awful! They indicate that they will call you when the cabinets arrive, however I had to call the store to check on the cabinets because they never called me. I was just putting cabinets in a laundry room and was not on a tight deadline (thank goodness) because with the original order one of the side panels was damaged so it had to be reordered… which took another couple of weeks. Next I decided to order crown molding and another side panel… again no one called me when it came into the store. After calling and finding out that my order was in, I drove from my home over an hour away to find out that the wrong pieces had been ordered. I was less than impressed with the managers response when I suggested that they had very poor customer service. (you may want to read some of the other reviews to see the pattern here). So they ordered the «right» pieces again (another 2 week delay) and I drove home. They did finally call me when the corrected order came in and said they would deliver it to me so I wouldn’t have to drive 2 hours to pick it up. After waiting another week with no follow-​up from the store, I called and they said they would deliver the items the next day. I finally gave up and drove the 2 hours to pick up the pieces myself.
If you decide to purchase from this location make sure you have plenty of time allocated in your project plan to deal with delays due to damaged/​incorrect products and slow response times. It might also be very helpful to live close to the store so that you can easily make several trips.

I began looking for some cabinets to match my kitchen table. After searching many places I found exactly what I was looking for at Cabinets to go. Not only that but they were well priced. The cabinets are solid wood construction and soft door closures and they look beautiful. HOWEVER… We were promised a 10 day delivery time and they finally arrived 3 weeks later. Putting together the cabinets was not exactly easy and two pieces came to us damaged. One was a door front. We called customer service and all seemed fine. Not only did it take a month to get the replacement door but the customer service by Daniece was some of the worst I’ve ever received. We had already driven to the store twice (45 minutes each way) to order then pick up. Then I had to return an item I specifically told them we couldn’t use, but was ordered anyway. When I went to pick up the door front my husband was told that Daniece said the entire box was coming, not just the door. When he said he only needed the door, which we sent photos of the damage, she said that’s just the way the order comes. When I got there for the fourth time we didn’t get the door front but the box. The store sales person got Daniece on the phone and after 10 minutes of him clearly being frustrated with her, he handed the phone to me. I was expecting an apology. Instead she then proceeded to scold me. «You ordered part XYZ123 right? and that’s what you agreed to, I’m very careful with my orders and I don’t get these things wrong» she said. I told her I don’t know part numbers, all I know was that we sent you a picture and said we needed the door front and that’s not what is here. She then continued to scold and berate me blaming me for ordering the wrong part. I mentioned that we sent photos and that she told my husband to expect the entire box. According to her, we didn’t order the right part number and therefore this is our problem. ??? What the hell ever happened to customer service, cabinets to go? Remember the customer is always right? I would never recommend them or ever order from them again. The customer service and delivery promises were horrible. If you order from them don’t believe a word they say. I would never use them again. If you don’t believe me check the internet Google search cabinets to go customer reviews. There is an entire website devoted to customer complaints.

They were willing to work with our changes. A big thanks to Shane in helping us resolve our issues.

I had an issue with cabinets to go, but I can now say that between Marianne and the regional manager Ken, they were able to completely resolve the issue. I thank the both of you very much.

I found this company online while searching for a vanity for my bathroom remodel. The website was easy to navigate and they had a large variety of vanities. After finding a style I liked I drove down to Kent to take a look at the floor model. Upon seeing the vanity in person, I asked Ted, one of the employees, to order one up for me. I was told it would arrive at the store in two weeks. Three weeks later (the day after Thanksgiving) I called to see if it had arrived and was told «it had arrived yesterday» On Thanksgiving? Hmm… seemed unlikely. I told Jason (another one of the employees) that I would be down on Sunday to pick it up. He said no problem.
Come Sunday, I borrowed a friends car and before leaving on the 45 minute drive to the store I again called to let them know I was on my way and to make sure the vanity was ready for me to pick up. Jason again assured me it was there and ready for pick up. When I was about 5 minutes from the store I received a call from Jason who said «You’re probably already on your way here, huh?». He then informed me that they had found some forklift damage on the vanity. When I got the the store there was a LARGE hole in the side of the vanity as well as the box it came in… a very obvious hole. It appeared as though they never bothered to look at the vanity (or even the box itself) until I was already on my way down to pick it up. Ted did give me several options including ordering a new vanity, taking the damaged one at a discount, or taking the damaged one home and then calling the manufacturer to report the damage and request a replacement (seemed like an odd choice). I agreed to take the damaged one at a discount and was told all refunds are done through their accounting department (somewhere on the East Coast) and would take about a week.
Two weeks later I had neither received my refund nor a call from anyone at the store. I called to inquire and after several back and forth calls was told first by Ted that he «didn’t know what had happened» and that that he had submitted the refund request to accounting again. I then received a call from Ted a couple days later saying that the refund had already been processed by their accounting department on December 1^st (the day I picked up the vanity). This seemed odd because this was a Sunday and I had been told their accounting department was not open on weekends. I was told the delay in processing must be with my bank. When I called my bank they clarified that refunds like this are all done electronically and therefore instantaneously and that there would be not reason for the bank to delay the credit of these funds to my account.
I AGAIN called and explained this to Ted (getting increasingly frustrated at this time) and told him all these back and forth calls and the unfulfilled promises about how long it would take to process the refund was unreasonable. It was then that he called ME unreasonable! Really?! I don’t think I was being unreasonable at all considering all that had happened over one simple vanity… but truth be EVEN if I was being a little unreasonable because I was REALLY frustrated… that’s pretty horrible customer service… not to mention REALLY RUDE. Before hanging up Ted had also assured me he was going to get documentation of the credit from accounting and email it to me on Monday so I could follow up with my bank (whose fault he still claimed it was). Of course… this DID NOT happen. I heard nothing… and still have not heard anything.
I don’t want to bash this company as a whole because I did talk to a couple people at the Customer Service center 1 – 800 number who were VERY helpful and courteous and explained the refund procedure WAY better than Ted could in the several conversations I had with him. And for the price, the vanity was reasonable quality. But I would strongly discourage anyone from doing business with the Kent store. You’d be much better buying online and having your purchases shipped… well worth the shipping charges!