The RTA Store, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I literally attached the email that was sent to me AFTER the supposed glitch had been fixed. At this point there is nothing that can be done to resolve this issue as I have already reordered the cabinets with a different company. The purpose of continuing this complaint now is so that other consumers will be aware of this companies poor business practices.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We contacted our manufacturer as soon as the customer contacted us about the issues. They have procedures they need to go through before approving parts. Since the customer said that only a complete replacement would work, that required special approval from the manufacturer. We have to wait until...

they approve it and then ship the items out, unfortunately, we can't get them to go any faster, we can only contact them again to see how much longer it will take. We found out today that all items were scheduled to ship today and we informed the customer. As far as the origin of our cabinets, we don't hide anything and always tell customers that they're manufactured in China if asked. Unfortunately, we're not able to control what search results populate for specific searches on internet search engines. But again, we display all specs for our cabinets and always inform customers where they're made if they inquire about it.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I assumed that this company would site their website as an excuse so I have placed an order for the same product elsewhere obtaining better pricing and accurate shipping.   Prior to making the purchase, I found 3 different websites that sell this same, exact product from the same manufacturer.  Each and every one of those online businesses had an accurate shipping amount for this specific product calculated correctly by their website. If you are going to do business in the "real world" you need a website that works, not just sometimes but all the time !!!!  As a reseller/contractor, I can't afford to do business with a company that does not have a website that can accurately calculate shipping and/or allows you to check out with a less than acceptable minimum order.My recommendation to others reading this complaint would be to shop around on the internet for the same cabinets shown on this website and compare shipping prices, discounts and minimum orders prior to your purchase.In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Unfortunately, we have to follow the policies of the freight companies and the manufacturers we work with. They have these policies in place to make sure that issues are taken care of as quickly and efficiently as possible. We also make sure that we give every single one of our customers all the...

information they need to know prior to receiving their delivery to make sure that if anything is missing or damaged upon delivery, they know exactly what to do to ensure they get replacements without any issues. We did send out the shipment confirmation email out to [redacted] [redacted] on March [redacted] which detailed exactly how to accept the delivery and how to inspect all the items after the delivery was made also. We ask to be notified within 5 days because that is what the freight companies require in order to cover any damages. The order was delivered on March [redacted] and we weren't notified until April [redacted] about the damage, which was almost a month later. Because of that, we're not able to file a claim for the damaged pantry which means we would have to pay for a new pantry from the manufacturer and get no sort of credit on the damaged one. We wanted to try and work something out so we offered to split the cost of the pantry with [redacted], so then, she would only be responsible for shipping and half the pantry cost. She wasn't happy with that, so then we offered to pay for the new pantry in full, she would only be responsible for paying for a portion of the shipping charges from the warehouse to her home, and then we would cover the remaining shipping as well. We contacted her about this last week, on April [redacted], but haven't heard back. We sent another followup email yesterday and haven't heard back from [redacted] yet. We would really like to do as much as we can and find a solution that everyone is happy with, hopefully, offering to pay for the pantry in full, and part of the shipping cost is that solution.

I have spoken with [redacted] and we have worked everything out, everything has been taken care of!

As we communicated before, the sale advertisements were a glitch in the system which mixed up the two website sales. We sincerely regret and apologize for this error. There should be no other emails advertising that finish with the incorrect discount. We refunded the $3,504.00 charge in full on July [redacted], today is the 7th business day. After we run the refund, it's out of our hands, it depends on how long that particular bank/credit card company takes to show a refund. Some can take 10 business days but if a call was made, they should see the refund was already processed last week on our end. This is the confirmation number from the refund we ran with PayPal, our credit card processor: [redacted].

We are extremely sorry that the cabinets arrived in less than perfect condition and we began working immediately to resolve everything as soon as we were notified of the problems. Typically, a manufacturer will send out parts and/or replacement cabinets as necessary but in this case, they allowed...

for the order to be returned since that's what [redacted] preferred. We will be refunding [redacted] in full as soon as they're picked up from his home. We are more than willing to have him switch to a different manufacturer and a different finish, however each manufacturer is different and their cabinets are different so we just aren't able to give the exact same pricing for two completely different cabinet brands. Even though they may look the same, they are not made by the same manufacturer so are not the same cabinets and don't have the same pricing. In addition, the original order placed by [redacted] was for Ready to Assemble cabinets and the new order he wants to place is for Pre-Assembled cabinets which will add even more to the cost, we aren't able to match pricing for not only different manufacturers, but also ready to assemble vs. pre-assembled.We have emailed [redacted] to find out exactly which finish he would like to order instead, but haven't heard back from him as of now (we emailed him the morning of 1/** asking about this). Until we do, we aren't able to see how quickly we can get the cabinets to him or if there is anything else we can do with pricing. As soon as he lets us know, we will certainly work with him to get him the best pricing and shipping time possible. We want to resolve this as quickly as possible so he can move on with his remodel.

We have been working with [redacted] on her order. I have explained that we need to change the names of the collections on our site as part of our agreement with the manufacturers of the cabinets. The manufacturer of the cabinets she purchased call them Bristol Chocolate (this is their real name),...

but we change it to Biscotti Cafe on our website. We also send out a shipment confirmation email which states that the boxes will read Bristol Chocolate, just to avoid any confusion. All the cabinets were the correct ones, including the replacements that were sent. [redacted] has since sent images that showed a replacement panel a slightly darker finish than the other cabinets so we are sending that info to the manufacturer and will get new panels if needed. For the Organizer that she's waiting on, that ships from a different warehouse which is why it didn't ship with the cabinets. We've already contacted that warehouse to see where that is and will make sure [redacted] gets it right away.

Unfortunately, we're not able to control how the cabinets get handled during shipment and sometimes freight carriers are rougher than necessary which results in damage. Some items had some manufactural defect as well. But, all these items were taken care of, everything had brand new replacements sent which is our responsibility to our customers - to make sure they have all items they ordered in great condition. We worked constantly with [redacted] to make sure we were getting her exactly what she needed and also specifically explained that for the second set of replacements she requested, it wouldn't be with the doors or hinges since she already had them in perfect condition. We sent 3 sets of replacements since [redacted] wasn't satisfied with the previous ones so we were trying as much as possible to make sure she was happy. Part of why the replacements took so long was because there were so many shipments, but all replacements were delivered by December of last year. In the middle of December is when [redacted] hired a lawyer to try and get a full refund for all the cabinets she had. We had to go back and forth with the lawyer for a little while until [redacted] contacted us again herself and we once again, sent another replacement. That was in early January, and was the last we heard from [redacted] until now so as far as we knew, everything had been resolved. Again, we had let [redacted] know in December that she could discard of any remaining damaged cabinets she was holding onto.

[redacted] placed her order on September [redacted], 2015 for the Pre-Assembled, Signature Vanilla Glaze cabinets. We state on our site that that finish takes 5-15 business days to ship, we don’t indicate any delivery time because that depends on the freight company. [redacted]’s order shipped...

out on September [redacted], 11 business days after she placed the order, which was within the stated time frame on our website. The freight company contacted [redacted] the very next day, September [redacted] to schedule delivery. [redacted] scheduled delivery for 10/*, which was actually the [redacted] business day, so the order was also even delivered by the end of the time frame for which the order is only supposed to ship in. It was delivered very quickly, and was not late.Upon her delivery, there were some items that were damaged in transit which [redacted] refused instead of accepting and notifying us. We sent a shipment confirmation email to [redacted] after her order shipped letting her know exactly how to accept the delivery and what to do if anything was damaged. We specifically state not to refuse anything, just to note the paperwork about the damage and let us know ASAP so we can get the replacements parts/cabinets that are needed from the manufacturer. But, if items are refused, they get sent back to the warehouses which prolongs replacements getting sent out. We let [redacted] know this again after she refused the shipment (with only a few items being damaged), and to have the shipment re-delivered. Instead of notifying us of the damages, she called the freight company. We asked the customer for the info since we needed that (not the freight company), in order to know what to re-order from the manufacturer. [redacted] stated that she would send us images. On October [redacted], we received images from the customer and confirmed that she only needed (1) 12” Base Cabinet, (2) sets of Drawer Glides for an 18” Base Cabinet and (1) drawer front, (1) 12” Base Transition Cabinet, (1) 36” Sink Base, and (1) 36”x30” Wall Cabinet. We explained to [redacted] that the manufacturer’s policy is to replace any defective merchandise, they won’t just issue a credit for it, but they will get the customer brand new parts or cabinets as needed to make sure everything they have is in satisfactory.[redacted] found some issues with the replacements she was sent so again, requested new items. So, we had the manufacturer ship out more replacements as follows: 36” Sink Base (cabinet box only, not including the doors or hinges since the ones [redacted] had were not defective/damaged), another Transitional Cabinet (again, not including door/hinge), a 36” Lazy Susan Cabinet (cabinet box only, not including door/hinges), an Angle Wall Cabinet (cabinet box only, not including door/hinges). We specifically let [redacted] know on November [redacted] that she would be receiving the cabinet boxes only, and all she had to do was put the doors she had on the new cabinet boxes (which is just a matter of screwing in the hinges). We also had another follow up with [redacted] re-iterating that only the cabinet boxes would be replaced since there was nothing wrong with the doors and hinges that she had.After the delivery of the 2nd batch of replacements, [redacted] contacted us angry that the doors and hinges were not sent also. She demanded that all cabinets be replaced again, this time, with doors on the boxes. We again explained that since there was nothing wrong with the doors she had, the manufacturer won’t replace those. If there was something wrong with them, she just needed to send us images so we could send those to the manufacturer to get replacements if needed. We then received a letter from [redacted]’s attorney stating they wanted a full refund on the order. We emailed back and forth with the attorney and explained that [redacted] now has her complete order, all items are in good condition, nothing is damaged or defective. The only apparent remaining issues were the Lazy Susan Cabinet and the side of the Wall Angle Cabinet. We said that we would send another Lazy Susan Cabinet, Ready To Assemble (RTA), and a Panel for the side of the Wall Angle Cabinet. We would also refund the difference [redacted] paid for the Assembled Lazy Susan vs. the RTA Lazy Susan. The next communication we received was from [redacted], we did not hear from the attorney anymore. We let her know again that we would send the RTA Lazy Susan Cabinet and refund the difference in cost, and send the Panel for the Wall Angle Cabinet. [redacted] agreed to that and we had the difference refunded to her and a new order shipped out.This was the last we heard from [redacted] until now, when she wrote to the Revdex.com. We are not able to offer compensation since all damaged items have been completely replaced by the manufacturer and [redacted] has had these replacements for months now. As far as the damaged cabinets she currently has, we let her know on 12/**/15 that the she could dispose of the cabinets. We aren’t able to pick them up since the manufacturer isn’t taking them back due to the damages, so [redacted] can just get rid of them, as we explained to her in December.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

We would absolutely prefer to have the website calculate shipping based on every individual order and every individual shipping address, but unfortunately, it's just not possible. We would rather not have to put on the site that extra charges may apply to large cabinets ordered by themselves, or with only a few other cabinets. The cost to ship a pantry is too far above $55 that we just aren't able to cover the entire charge. We operate our business with full disclosure and give our customers every opportunity to decide what's best for them and how they'd like to proceed with their orders. Again, we sincerely apologize for any problems the shipping situation has caused, and if we were able to change that so it came up automatically at checkout, or we were able to cover the extra freight charges involved, we absolutely would. To help avoid any future problems, we are also adding this info to the checkout page itself so it can be seen there by customers as well as all the other places that the shipping info is currently on the website.

TheRTAStore.com pays fuel surcharges for most orders, and does not pass it on to our customers, it's not something built into our pricing. [redacted], we offered a refund to your credit card in our last correspondence and we are still able to do that, we are just waiting on your response...

back via email.

We will be able to honor the 15% discount even though the sale had already ended. We tried getting in contact with the customer but no one answered the phone. We emailed them back this morning (8/**/2016) but haven't heard a response yet. We just tried calling again but the person who answered said...

they didn't speak English and then hung up. If the customer is able to place the order this week, we will absolutely be able to honor the 15% discount!

We have been in touch with the customer and have assured him that we will take care of the damages. We're working with him to make sure he has everything he needs.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

I ordered cabinets from RTA store and was very pleased with the quality of the product. I had one piece damaged in freight and had to reorder which took a lot longer than I expected. Also trim I ordered was substituted and I could not use. The quality is great. As a contractor on a tight timeline, the back order does not sit well.

Review: Good Afternoon,

My name is [redacted] and I have been working with the your organization beginning with [redacted] who was fantastic. I then ordered a sample door and really liked the quality, color and style of the door. I moved forward and placed a partial order with your company on May [redacted]. Since then I have had to contact you all several times to get an update on the delivery timeline. Though I was a bit concerned about the timeline and completion of the cabinets. I have a huge concern regarding your customer service. The two representatives I spoke with are extremely rude and disrespectful. When I asked to speak to the manager, [redacted] got on the phone yelling and basically saying oh well that is how long the shipping take, "do you want your money back" I had to ask her is this how you talk to people who are giving you their hard earned money. I then called back today to basically cancel the order and again another rude representative who told me there would be a 25% restocking fee ($359) because they took now 27 days to even start assembling my cabinets "27 days" and they have a nerve to have an attitude with me. They should have been reaching out to me to inquire whether or not I had counter tops and/or contractors that I was paying. This company is recommended by HGTV, and others. I am writing and making a complaint to the Revdex.com, I am making HGTV aware of my experience and any other organization that gives this company their stamp of approval. This has been a terrible, terrible experience and to think I had 35 more items to order. This is horrible!!!!!!!!!Desired Settlement: Hi, I would like a refund of the entire amount without the 25% restocking fee being deducted because I am not at fault for the extreme delay in the the assembly and shipping of the cabinets, as well as, the inappropriate rudeness I cannot find myself dealing with the company for the remaining of the 35 cabinets I have to order they are so rude.

Thank You

Business

Response:

We had been in touch with this customer as soon as we found out the ship date would be 5/** or 5/**, so had made the customer aware of these dates as well. After speaking with her today, she did not want to wait any longer and requested a cancellation which we processed today with the manufacturer without any restocking fees. [redacted] has already been refunded in full.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The money was refunded back to me, but in the response the RTAstore indicated they reached out to me which is not TRUE!!! I reached out to them several times, which resulted into them responding to my inquiry. This was my exact complaint, this company does not want to take [redacted]hip of a glitch they may have emcountered. We all have them, this is not the first glitch I've faced with a company, but I was not treated as if it was my fault or I was a bother to them, which is the way I was treated by the RTA store. Yes, I have received a refund in full, the [redacted] of the company apologized, but her apology sounds nothing similar to what was written in the rebuttal they sent to the Revdex.com. I thank the Revdex.com for their support because customers should feel like they have a voice. [redacted] and other leadership must know who works in their organizations because it can reflect poorly on the entire organization. My issue has been resolved, I received my hard earn money back.

Thank You

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We really apologize for any problems the customer had and will work to make sure it doesn't happen again.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Run away as fast as you can from this store!! Once they sell you the kitchen, they do not care about anything else. First they sold us a discontinued kitchen then shipped a partial order to our home. This was in July of 2015. They told us the pantry was on back order until October. Our kitchen was scheduled to remolded in August. When I decided to look for a replacement cabinet, I discovered the line was discontinued. No problem, we ordered another cabinet type. Delivery is expected in September. Not a problem. We were told many times by our RTA rep that delivery is to the curb only. Someone must be home to sign and help off load the cabinets. We had three people ready to off load the cabinets and the phone rings. It is the delivery man. He told us he not delivering the cabinets to our house, in fact he would only come as far as the next town over and drop them on the side of the road. Furthermore, if we did not accept that he would turn around and charge us a $400.00 delivery fee. When my husband called RTA to explain the situation, they told him "[redacted]". So, there was our kitchen, three miles away in another town on the side of the road. Samantha from RTA offered us an apology and a $50 store credit.

Here are the conversations:

> From: Samantha R[redacted]

> Subject: [redacted].

>

> ________________________

> [redacted]



Sep * (1 day ago)



Hello Samantha,

I cannot speak for my husband, but I need to ask you, are you serious? You hope we'll use you again and then you'll generously give us a $50.00 credit? Your company had our kitchen dropped off on the side of the road in a town we don't even live in. I repeat, side of the road, different town. And you somehow feel that by offering us fifty bucks and an apology everything is ok. I don't think so.

[redacted],

[redacted]



to Samantha

I will never do business with you again, and I will shout it to the rooftops how unprofessional and unwilling you are to make your mistakes right. Passing the buck is not the right thing to do. It is your responsibility because you entered your business on the shipping label in the address. How can we get hold of the manufacturing company? We worked through you. We entered the agreement based on your specifications that delivery would be made to our curb. We followed the rules you made that were in the contract we had. You broke the contract by your mistake. I do not want fifty dollars credit to your store. I want money refunded to my account. It states on the delivery slip there was a 19.50% fuel surcharge, I think it is safe to say shipping is not actually free, it is in the price of the cabinets. Again, let me remind you that our kitchen was dropped on the side of the road in a town three miles away from us. And as a matter of fact, my husband did call RTA to tell you what was happening, and was told "sorry, nothing we can do about it now. They put RTA on the shipping address because it is cheaper to deliver to a business" One thing we can agree on, you are one sorry business.Desired Settlement: 19.50% refunded to our account. I do not want store credit

Business

Response:

TheRTAStore.com pays fuel surcharges for most orders, and does not pass it on to our customers, it's not something built into our pricing. [redacted], we offered a refund to your credit card in our last correspondence and we are still able to do that, we are just waiting on your response back via email.