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Cabinets To Go Review

February 4th, 2011 Leave a comment Go to comments

While searching for things related to kitchen or bathroom cupboards, I found the Cabinets To Go Store. I’ve been in the kitchen supply business for many years. Here’s a review of my findings about this supplier.




Locations

You will find about thirty locations scattered throughout the United States. What caused my interest in how many locations they have was the delivery charges. There are a lot of stores along the coast from Virginia to Maine. There are also five distributors in Florida that start in the middle of the stated and move Southward.

Delivery Policies
Most of this information can be found on the Cabinets To Go website for your own personal review. Here are a few things I discovered about their area delivery costs. The company has broken the fees into categories relating to how far the delivery will be from the store location. For instance, if you are within a fifty mile radius of the store, you may pay less than a hundred dollars. If your delivery location is fifty one miles to one hundred miles away it will cost upward of two hundred dollars. Three hundred if you are over one hundred miles and six hundred dollars for longer distances from the warehouse locations.

There are several terms and conditions that apply to deliveries. Understandably, there are several up-charges for things like deliveries in New York and on coastal island locations. There is a minimum order size that may affect the cost of the kitchen or bathroom cabinets order.

Planning Your Kitchen With The Free Virtual Kitchen Software

This is an amazing feature. You can start designing your kitchen within a few minutes of landing on their website.

Although I did not review this software application, it can be accessed within three clicks of your mouse from the “home page” of the Cabinets To Go site. You will have to agree to the “terms of use” policy and download the program. All-in-all, this looks like a simple website to navigate through. So, I’d guess the “Free” kitchen cabinet design software is easy to use. They actually call it a 3D planner.

Testimonials
Here are what a couple of customers allowed them to place on the Cabinets To Go website:

“I can’t believe how beautiful my kitchen cabinets are.
I am thrilled with the flawless quality of every drawer
and every hinge.”

“We love our new dark chocolate cabinets from Cabinets-To-Go.
We recommend them to Pro and Novice DIYer’s. We actually assembled
and installed them ourselves with no problem. We will definitely enjoy these cabinets for years to come.”

Personalized Kitchen Design

Cabinets To Go has an in house design service. The requirement for having them help you is filling out a short form of about six entries. Once you submit your information, one of their trained professionals will call you to start your kitchen cabinet design process. This is a free service if you purchase from the company.

My Personal-Professional-Uneducated Opinion
Interesting title, yes? I have been building cabinets for over thirty years. I have dealt with large super centers like Home Depot for Cabinets and Lowe’s on many occasions. Although I have never worked with the Cabinets To Go company, I can well imagine how things work with them.

All large companies have too many hands in the pot, too many chiefs and not enough Indians. There will always be damaged merchandise. You will always encounter wait times whenever something is not delivered correctly or is damaged. These two things may be working against you. The process of installing cabinets requires that all of the cupboards be on the site and in good working order. If you end up missing something, it could delay the job significantly.

If you have ordered cabinets from the “Cabinets To Go” company and would like to comment on this review, we would love to hear what your experience was like. The best thing about most companies like this is the price of the cupboards. A lot of people have had major delays in completing their job because of damaged or missing boxes, but they saved several hundred dollars in the process.

Categories: Reviews
  1. Mara
    February 15th, 2011 at 20:58 | #1

    I ordered two base cabinets from Cabinets to Go for my combo bathroom/laundry room on 10/31/10 from the NJ store. The short story is that there were significant issues with both cabinets. The cabinets seem to be well built, easy to assemble, and a good value. However, the customer service has been lacking. One cabinet was damaged during the initial shipment to the NJ warehouse and needed to be replaced. The second cabinet had two parts missing. No one at the company has been proactive in resolving either issue. They finally sent a replacement base cabinet for the damaged one, directly to my house, after ten follow up phone calls and one email to the president. But one of the replacement drawer faces was damaged. They said they had to reorder this from China so it would take about 6 weeks to arrive. Well, it’s been more than 8 weeks and still no word. All I hear from the customer service rep is “I sent an email inquiring about the status and I’ll be in touch when I receive a response.” Of course, there’s no further contact until I send another email inquiring about the status, and of course, there’s no ETA on the replacement. As for the second cabinet, they did send the missing pieces within 2 weeks of notice, so at least the one cabinet is complete.

    In summary, given that I only ordered two cabinets (and not a full kitchen’s worth), there were problems with both cabinets, and it’s been more than three months and I still don’t have an undamaged set of cabinets, would I buy from them again? Highly doubtful. They were much cheaper than other places I found, but it hasn’t been worth the time/effort/etc. wasted to follow up on their quality control issues.

  2. admin
    February 16th, 2011 at 06:28 | #2

    Mara, thank you for participating in our Cabinets To Go review. Our company has had entire kitchen installations held up for over three weeks at a time from large distributors like this.

  3. Glen
    January 21st, 2012 at 09:45 | #3

    Well as I sit here waiting on cabinets to be delivered that were ordered 2 1/2 weeks agoo and were supposed to have arrived by 10am this morning, I must say reading this review (which I appreciate) has added to my anxiety. The salesman I have dealt with has been the most unprofessional person I have ever dealt with. He never responds when he says he will, just completely ignors me. I though it may just be the way this one individual does things, but I fear it may be company wide.

    If they ignore me before the stuff is delivered, then it doesn’t bode well for me if I have issues, which sounds likely, since I orderd a whole kitchen of cabinets.

    I will say this … if I have problems and I continue to be treated like this, I will visit their shop every day, and while I’m there, it will be very difficult for them to sell to potential buyers. Hoping for the best, planning for the worst.

  4. tom
    June 22nd, 2012 at 07:57 | #4

    I am a recent unsatisfied customer of cabinets to go.after ordering a dozen kitchen cabinets and pantry some 6 Weeks ago,I am still chasing around people in the claims department for replacements of drawer faces.they have the worst customer service and communication s then any one I’ve ever dealt we with.I don’t suggest buying from them.

  5. melnc
    June 30th, 2012 at 20:09 | #5

    AVOID THEM AT ALL COSTS! Our nightmare is described here. We placed a nearly $4,000 order with Cabinets To Go on 6/13/12. The standardized Cabinets To Go receipt and paperwork we received stated that we should expect 1-2 weeks for shipping. Carrie, the representative in the Raleigh, NC office that we worked with and ordered from, told us we should expect 10 days for shipping. The 1-2 week timeframe on the CTG correspondence would have placed our delivery somewhere between 6/20/12 and 6/27/12, and the 10-day estimate from Carrie would place our delivery date on 6/22/12. However, we have received no cabinets by 6/29/12. As soon as CTG received our payment (which was made in-full and immediately upon ordering on 6/13/12), all communication with us stopped. We were extremely satisfied with CTG’s customer care during the designing and ordering process, and Carrie exchanged 35 emails and 5 phone calls with me over the 5 days that we spent considering our options and making our decisions. However, as soon as CTG got our money, customer care went out the window.

    On 6/29/12 we were still waiting for delivery of our nearly $4,000 order, which was paid for in-full and upfront. Furthermore, we received no communication from CTG in regard to tracking our $4,000 shipment, updates on delivery, or even scheduling a delivery until I started asking questions on 6/21/12 about where our cabinets were. We understand that CTG may not be able to pinpoint an exact delivery date immediately upon ordering. However, we never even got the opportunity to request an estimated delivery date during any conversation with CTG, because these delivery estimates were bestowed upon us and this topic of conversation was completely initiated by CTG! If you are going to give an estimate, it needs to be an accurate estimate. If something goes wrong during the processing and shipping of an order, the customer needs to be told, so as to adjust their expectation for delivery. We were never told that the delivery estimates provided by CTG needed to be adjusted due to processing or shipping problems, so we expected the estimates to hold true.

    When we had received no cabinets by 6/21/12, I contacted Carrie in Raleigh to inquire about the status of our order because we had not received any correspondence from CTG during the 8 days that had passed since paying for our cabinets. Carrie responded via email on 6/22/12 and told us the cabinets were in transit, but one item was on backorder. So, our cabinets been shipped and no one had told us, and part of our shipment was on backorder but we were not informed about this. So we waited for 5 more days, but when we still had received no cabinets on 6/27/12, I began calling and emailing the CTG headquarters and their customer care representatives. At this point, it was 9 days after our items had shipped and 14 days after we had ordered, and we still had no cabinets. Chris, the corporate customer care representative I spoke with, informed me he was very concerned about the lack of customer care we were receiving and would forward my concerns on to the Raleigh office, something I had already done on my own.

    Later that same day (6/27/12) Carrie forwarded me an email that she had received on 6/18/12 containing details about tracking our order. (It took 9 days to get our shipping information forwarded to us from CTG, and we had to request this information from them!) We were directed to contact CGL (the carrier that CTG uses for delivery) directly about our order. CGL must have been informed that I was on a mission to track down the cabinets, because a few minutes after I got the email from Carrie, Katarina from CGL called and left a voicemail requesting that I contact her to schedule delivery of our cabinets. I called, but was told the scheduling team would not be back until 9:00am the next morning. So I called them back at 9:00 on 6/28/12 and asked to schedule our delivery. Katarina told me she could not yet schedule delivery, as our cabinets had not reached the distribution terminal yet and she could not tell me what day we could expect to get our cabinets. I called CGL three more times over the course of 6/28/12 and spoke to three different CGL representatives, all of whom gave me different answers about when we could expect delivery and whether or not they could even schedule delivery yet. My fourth call to CGL on 6/28/12 ended with the representative telling me that the cabinets would arrive in the distribution terminal in Fayetteville, NC during the night on 6/28/12, and she said she thought we could get delivery on 6/29/12. Exasperated by the back-and-forth of the last two days, I emailed the CTG headquarters a second time and updated them on the mess that we were dealing with. I also called the number Chris had left for me and left a voicemail for him with the same update.

    I called CGL at 9:00am on 6/29/12 to check on the arrival of our cabinets at the distribution terminal in Fayetteville, NC. However, I was told that someone at CGL had made an error since my last phone conversation with them the evening before, that our cabinets were put on the wrong truck, and they were currently at the distribution terminal in Atlanta, GA. I insisted that we get our cabinets before the weekend, but CGL said they had no trucks available to bring us our cabinets. I requested that CGL rent a U-haul and drive our cabinets to us, since this was their error and we were way past the delivery timeframes indicated by CTG. They indicated they would not consider this option. I immediately called the Raleigh CTG office and asked someone there to deal with CGL. I was told by the man that I spoke with (Bob) that he would look into it, but I never got a call back. I called him again later that morning, and he said he had no information for me. I asked him to keep me informed, but I never got another call from anyone in the Raleigh CTG store. I called the CTG corporate offices again and spoke with Chris. He indicated that he was sorry for the inconvenience, but offered nothing in terms of restitution for the incredible hassle that our order had become, and did not even offer to contact CGL on my behalf.

    Katarina at CGL called me several times over the course of the day on 6/29/12 and appeared very apologetic and concerned that the delivery of our cabinets had spiraled into a big mess. She indicated that she had called another shipping company in Charlotte, NC and that they could deliver our cabinets between the hours of 1pm and 3pm on 7/2/12. I indicated that this delivery time was not preferable, as we wanted our cabinets before then, but that it could work if need be. The director/manager at the Boston CGL location was also on the line and asked me to call CGL’s contact in Charlotte, NC to confirm this delivery, and then call CGL back to let them know what was said. I did as he requested, but this could have been handled by someone at CGL rather than by me, their customer.

    We were then looking at a delivery time of 19 days at the very very best, but IF AND ONLY IF our cabinets actually got delivered on 7/2/12. As you can imagine, we were extremely displeased with the absolute mess that our order turned into. As CTG’s customer, I shouldn’t have even been expected to deal with their distributor, CGL. I am the customer, I just paid them $4,000, yet they put the burden of tracking down my cabinets on me. I am appalled that the Raleigh CTG office washed their hands of this mess, since they are the originators of the order and the people who are ultimately responsible for ensuring that we continue to get quality service DURING OUR ENTIRE Cabinets To Go experience. I am appalled that CTG headquarters has offered nothing in terms of compensation for time lost or for hassle, and am even more appalled that Chris said, “I’m not sure how we can compensate you for this,” during my phone conversation with him on 6/29/12. I can think of several ways:
    1.) Paying for and arranging for special delivery of our cabinets so we get them on 6/30/12. The drive from Atlanta, GA to Wilmington, NC is only 7 hours long.
    2.) Offering our money back for what we paid in shipping and delivery costs.
    3.) Offering a discounted price on our order, since we have been waiting for $4,000 worth of cabinets that have yet to show up.

    This order and shipment of cabinets was only half of what we had designed for us by Carrie and only half of what we planned to buy from CTG in Raleigh. We told Carrie up-front that we would have to split our purchase in two to make it fit our budget, and she indicated she would save her designs for us when we were ready to order the remaining cabinets. We had planned to order the other half of our kitchen cabinets from CTG around mid-July (more than $3,000 in additional cabinets on top of the $4,000 we just spent), but at this point, you can safely assume we will NOT be ordering from CTG ever again. While CTG offers a 100% satisfaction guarantee policy on all purchases, they in no way guarantee their service OR the customer’s experience.

    On June 30, 2012 Mark McIntire from the Cabinets To Go corporate headquarters called me (someone had forwarded him one of my emails – I’m not even sure what his position is in the company) and asked me why I was “causing such a debacle.” I told him we were frustrated with the poor communication between all parties involved in our order and just wanted some acknowledgement that things had gone wrong. We wanted an apology for being left in the dark, and wanted an answer about when we would get our cabinets. He said that I was “being ridiculous” and that he didn’t “want to deal with this” so he cancelled my entire order. Then he hung up on me. And that was the end of that!

  6. September 24th, 2012 at 10:08 | #6

    We ordered through a local reseller. The cabinets came scratched, and the finish was uneven with fish-eyes and other issues. The reseller was very unresponsive. We got a claim through with Cabinets To Go, and it has been over four months without the new doors being shipped. We have gotten a lot of run-around, promises for shipping information, etc. but nothing has been forthcoming.

    Very disappointed with this company. Do not use them.

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