The RTA Store, Inc.

Review: I am a multiple time customer of TheRTAStore. My first project went relatively well with only a couple of items not shipped or incorrect items shipped. After a bit of sparring, these were resolved to my satisfaction. Mt latest purchase is not so good. The Chinese cabinets had the brackets for the face in the wrong location. I apparently am not only expected to perform quality control and find the problems but also correct them prior to assembly...see below:

"[redacted]"

It is a shame they have chosen to forego a repeat customer for less than a $35 solution.

I will make the adjustments on the incorrectly assembled cabinets so they fit together properly and support the counter top myself.Desired Settlement: I only asked for a replacement door for another cabinet that I purchased at the same time as a way to compensate me for my efforts of correcting their poor quality. I would like a door for [redacted] and I'll be satisfied.

Business

Response:

We sincerely apologize for any inconveniences and have contacted the customer to arrange shipment of the door he is requesting. We weren't able to send it out for no charge before because the manufacturer would only allow that for manufactural defects, however we will work with the manufacturer to get the door sent out and cover the cost of the door and shipping.

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. That is what I asked for in the beginning. It is a shame the Revdex.com must get involved for [redacted] to do the right thing.

Sincerely,

Review: I ordered ready to assembled cabinets and received a defective cabinet, Glazed Praline 36" Corner Three Drawer Base Cabinet CDB36-MO 1 $412.93. All cabinets appeared to be damage free. I assembled my cabinets with the exception of two. The corner three drawer base cabinet has many issues. Although it appears damage free, I went to install the drawer glides screwing the brackets to the supplied pilot holes to the rear of cabinet. The bottom pilot holes were not there and the other two sets of pilot holes were off approximately 1 1/2 inches. The front face of the drawers are suppose to clip into a metal bracket that was not installed to the bottom of the cabinet. This caused my drawers to bind, unleveled, and be entirely unusable. A second base cabinet B27-MO-2 $250.87 is missing the hardware packet and making it impossible to assemble. And a wall cabinet door does not close completely and springs open a little bit,WDC2436-MO-4 $257.35. I requested replacement hinges to try to fix this.

I have been in contact with [redacted] Hawley explaining my issues. She was prepared to sent me new panels that are defective. I explained there was no way to tell pilot holes would not line up and that I glued my ready to assembled tongue and groove panels as I assembled them. This would cause damage to my cabinet's disassembly. She said she had to contact the warehouse about sending an entire replacement, this was done March **, 2015. I contacted [redacted] again March [redacted] by phone, she said she was going to contact the warehouse and find out what is going on with my order and get back to me. I did not hear from her and emailed her March [redacted] asking what in the status explaining I do not have any appliances in place, no counter tops, and how hard it is to feed my family. [redacted]'s response was "I have again contacted the warehouse to get these replacements out to you as quickly as possible. I know they were waiting for management approval on sending out the entire cabinet body for the CDB cabinet as their policy is to ship only the replacement parts that are needed."

RTA Store advertises customer satisfaction guaranteed and A- Revdex.com rating. Why is it taking over a week to have management approve this replacement? It clearly is a quality control issue and how was I suppose to know pilot holes done by the manufacturer were not going to line up? Also the main reason I ordered cabinets from them is, my [redacted] search for ready to assemble cabinets made in the USA, pulled up the RTA Store. My cabinets came in boxes stamped made in China. I questioned this and was told cabinets are made in China from American supplied lumber. The advertised 1/2 inch plywood frame is actually 3/8 inch and not real plywood. It's more of a low grade flimsy soft wood sheets glued together. Yes you could classify it as plywood, but not good American hardwood plywood. The front panels are the only wood of some quality.Desired Settlement: I would like my defective cabinet replaced, missing hardware replaced, and stop advertising made in the USA!!!

Business

Response:

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.

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,

If you have a lot of time to spend waiting, then I would recommend TheRTAStore. I will preface this with the fact that I bought cabinets already built, not the ones you need to assemble.

The Bad: The receiving process is ridiculous and very time consuming. You MUST take pictures of the shipment as it comes off of the truck and and throughout all stages go the receiving. DO NOT WRITE ANYTHING ON THE INVOICE OTHER THAN YOUR SIGNATURE. I wrote on the invoice and was told that it couldn't be used to bill the shipping company for the damage and therefore there were costs associated with replacing a cabinet that arrived damaged. It was clear that it was the way RTA packaged it was the reason for the damage but if they cannot bill the transport company, you will pay, not RTA. The replacement cabinet came broken and after that, they are sending parts of the cabinet for me to piecemeal together. It has been over a week since I sent them the documentation and pictures for the second batch of damages and they have yet to send the replacement parts, so the granite measuring and install of appliances has been put on hold yet again for one cabinet. Total time from receiving the first set of cabinets...5 weeks. No sympathy from them.

The Good: The cabinets are beautiful!!! They are definitely on par in the quality department too!!! The cabinet installer even commented that they are nicer and better built than the cabinets that come from Home Depot. You will need to do some touch ups, on areas where it rubbed during shipping, so plan on that. They are a great price, not only for what you get, but for what you would expect from anywhere else. For example, these came with plywood construction. Home Depot charges you more for plywood construction and it costs you 1/3 more than here. The online design team is absolutely the most helpful and professional staff I worked with. They were creative in problem solving and offering suggestions that I had not thought of and they remembered all of the little things that I would have either forgotten or not though of. The design they presented was an amazing use of space and such a transformation from what I had before.

Review: Shopping on The RTA Store website I placed an order for a pantry cabinet. The site indicated shipping was $55. The next day, we received an email that said they wanted an "ADDITIONAL" $220 to ship the cabinet along with a link to their "shipping information". You shouldn't have to bury your "ADDITIONAL" shipping costs in fine print somewhere, your website should be intelligent enough to now what product you are selling and add the appropriate shipping. We are a business depending on accuracy from The RTA Store's website. We cannot quote a client correctly if we are getting incorrect information. Therefore, if the website says $55, they need to charge $55 and no more. If they have "hidden" information elsewhere on the site that does not come up when placining an order, shame on them!Desired Settlement: Ship my cabinet for the $55 charged to my credit card.

Business

Response:

We sincerely apologize for the need to charge extra shipping. Unfortunately, certain items must be shipped with freight companies and simply cannot be shipped with [redacted] Ground. For larger items like a pantry, it has to be shipped on a pallet for safety, otherwise, it will be damaged in transit. We certainly do not try and hide anything in fine print, we try and put all policies as many places as possible on the website so our customers know what to expect when ordering. We do state that large cabinets will have to be shipped with a certain number of additional cabinets or be subject to a higher shipping charge (since freight shipping is much more costly than ground shipping). We list this on our shipping information page, as well as every single cabinet finish page. We absolutely do not try and hide any information at any time and always operate with full disclosure.

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:

My order (RTA Order #[redacted]) clearly states $55 for shipping and NO WHERE on this receipt does it say to look elsewhere for "different" shipping charges for large items or orders of less than six cabinets, so when I indicated that the information is HIDDEN, that is what I am referring to.Having ordered from this company before, I am well aware that shipping charges are updated as you add or delete from your order. The website knows exactly how much to charge for shipping as well as when not to charge for shipping because you have ordered the minimum amount for free shipping. Therefore, when a website is capable of doing that DOES NOT calculate the appropriate shipping for a large cabinet or an order of less than six cabinets, I must say this is the problem that should not be levied on the purchasing party but rather The RTA Store as they are responsible for what is calculated on the website. To hide behind the verbiage, "We certainly do not try and hide anything in fine print, we try and put all policies as many places as possible on the website so our customers know what to expect when ordering. We do state that large cabinets will have to be shipped with a certain number of additional cabinets or be subject to a higher shipping charge (since freight shipping is much more costly than ground shipping). We list this on our shipping information page, as well as every single cabinet finish page. We absolutely do not try and hide any information at any time and always operate with full disclosure" is silly rhetoric to hide the fact that when checking out, an inappropriate calculation is made for large items by the website. FIX IT !!! Otherwise, this is DECEPTIVE in every way. And, until you fix it, you need to HONOR what your website charged.I for one do not want to be deceived by such a practice. As resellers, we have to rely on the accuracy of what a vendor's website tells us so that we can accurately quote our clients. If the website shipping charges work for large orders, then clearly it can work appropriately for this specific product.The RTA Store doesn't want to lose money on shipping and I don't want to lose money on my sale. The price I charged my customer was based on the $55 for shipping I was charged (see attached invoice) and since I was charged $55 on my invoice, the only thing that is going to resolve this complaint is for the cabinet to be shipped to me for $55.There are millions of websites where you can purchase goods and services. Can you imagine the chaos the world would be in if we had to make sure we checked various places on the site before checking out to ensure that there were no other "shipping rules" that could possibly affect the ultimate price we would pay. I take it as I see it and if The RTA Store has a website that isn't capable of making an appropriate shipping calculations at ALL TIMES, then they should take it down and stop selling until it can do what it's supposed to do !!!!!

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

Sincerely,

Business

Response:

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.

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:

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,

Review: My husband and I were looking for new kitchen cabinets. We looked at local shops and spoke with others who have remodeled recently. Our neighbor made mention that he ordered cabinets online and had a great experience with TheRtaStore. We decided to order through TheRtaStore. Our total invoice after discounts was $3534. The items were ordered 5/**/14 and were delivered on 6/**/14. When we opened the first box, the two side panels were discolored and damaged, so I contacted the company. They told me to send pictures of all damaged parts along with inventory list of damaged items. We did this and found that we had 39 pieces that were damaged and needed to be replaced. This meant that we could not put together a single cabinet as every cabinet had at least one damaged item. So now we have our kitchen tore apart and no cabinets to put back together. We have children and can't live without a kitchen. We were told it would take another 7-10 business days from the time they order the replacement parts for them to ship. After I sent in all the pictures and a full inventory of what we were needed, I was told they were only going to replace a handful of items as they felt there rest were minor and we could just touch up the scratches and dents with color repair kit. I told them I would be willing to keep all the damaged parts that were not visible to avoid extra shipping costs and the time to ship them if they gave me a discount. I was told they don't give discounts and they have to send replacements per their policy, yet they aren't replacing every piece. I then explained that if I had purchased locally, I would be able to return each item that was damaged and have a replacement right away, but again I was told there would be no refund. So now I am forced to keep the damaged parts and just color them in. The material used to make the sides/back/top and bottoms is very flimsy and many pieces are warped. I feel the product is just as cheap as something I would get at [redacted] or [redacted] and put together. Very frustrated with this company and product. In addition, I have no idea how any of it is going to be once together because I was told we can't put anything together that is damaged, so have to wait and see once we start putting thing together.Desired Settlement: I would like a discount on the products since the damaged pieces are not being replaced, we are just putting a bandage over the problem. I would like to see a 50% discount on our purchase price since half of the pieces are scratched and not a single cabinet can be put together as we wait for non damaged pieces (unless we keep what we have and only replace the doors).

Business

Response:

We have been working with the customer to expedite the replacement parts that they need. Unfortunately, we're not able to refund for damage, we just issue replacements instead, as per our manufacturer's policy. We were able to expedite the parts the customer needed and everything shipped out with UPS already.

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:

I do not feel that TheRTAStore has put forth every effort to satisfy my complaint. I was told they will replace damaged parts and send a repair kit to me. They "rushed" the order, but the pieces that they are sending to me will not be holding up my process anyway as they are the doors. If I had them replace every damaged piece then I would not be able to do any work in my kitchen, so in reality, they haven't done a thing for me other than request a repair kit. While they told me that would never tell me to keep damaged items, they certainly pushed toward keeping the pieces. In addition, I have not received the replacement pieces so I do not know if these will be damaged either. So no, this is not resolved.

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

Sincerely,

**

Business

Response:

Replacements were delivered to the customer on 6/**. I have reached out to the customer to see what else I can do but haven't heard back since June [redacted].

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:

[Your Answer Here]

I am still working on trying to get everything put together without any of the defects showing, and the replacement pieces that were sent to me have damages that were covered up prior to mailing to me, so my only guess is these were damaged once, someone else sent them back and then they just filled the dents and sent them to the next sorry sap who bought from them. I have to compile another inventory of replacement parts that I need replaced. In addition, TheRTAStore made it very clear to me that they wouldn't do anything but continue sending me pieces (which clearly those are no better than the first batch). Also, now I am finding that I had items added to my order that I won't be able to use as there is not enough room for these pieces. Since I am not the expert, I relied on them to make sure the kitchen would be just perfect. I don't know what their return policy is but I am guess I will be eating that money too! The base cabinets are 34.5 inches tall and when I place my countertop on them, it hits the doors, so now I have to build up the top before I place the countertop. This process has just been a complete nightmare from the beginning.

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

Sincerely,

Run away as fast as you can from this business. Seriously, spend the extra money at [redacted] or [redacted]. RTA has a policy that all cabinets will be delivered to the curb of your home. No problem with that, on the day of delivery we had three people to help off load the kitchen ( 10x10) and carry the cabinets into the house. Guess what? The delivery man calls and tells us he will not deliver the cabinets to the house because he thought he was coming to a business. In fact our delivery slip made out by RTA is addressed to RTA Store. Com and then our address. The truck driver told us we had two choices, he would drop our kitchen off on the side of the road three miles from our home, or turn around and charge us a $400.00 delivery fee. When my husband called our sales rep, she said they list the store on the delivery slip because it is cheaper to deliver to a business,but she was sorry for our troubles. Later, Samantha from RTA emailed us to offer us a $50.00 store credit and an apology. Really? They break their own contract and drop our kitchen off on the side of the road in a town we don't even live in and they're sorry. I told Samantha that was not good enough and she again apologized by saying she was on the phone with the manufacturer of our cabinets, but there was nothing they could do. RTA needs to make this right, that's who we did business with. This company has the worst customer service ever. I filed two Revdex.com complaints, one with the trucking company and the other with RTA. If anyone wants to contact me, feel free to do so, I would love to take legal recourse as this company is just reprehensible.

Review: 1. Product delivered damaged beyond repair. Customer Service ([redacted]) requests the same documentation over and over again. Every communication has an error or ommission. Correction will take four plus weeks to get a replacement (if a replacement is ever ordered) Leaving me without a working kitchen for over a month. 2. Products not delivered but paid for. Customer service confirmed to me that one shipment was sent and I received that. When I communicate two parts were not received I am told they were shipped out and delivered. False information is being sent to me and I am missing parts paid for. 3. Parts ordered are the wrong size. I submitted drawings clearly showing height and width measurements. Designer ([redacted]) stated she would send to me final schematics. She did not. After delivery I had to ask for the schematics that include measurements. No measurements were sent before payment was taken from my credit card. $2,000 worth of cabinets were ordered the wrong size. I provided measurements that clearly state 83 inch height. The parts were ordered at 96 inch height. The parts ordered were the wrong width. The company states to me that it is my fault. No resolution. I have multiple emails from them saying sorry but this is your fault. I have spent a week dealing with what should be a simple transaction. Damaged part - send picture in - replacement part sent. Wrong part - send back - new part shipped. I have 20 emails over the same 4 transaction issues with NO resolution and NO resolution in sight. Not to mention if there should be a shipment it will be untimely having to wait over a month.Desired Settlement: I want the correct parts to be shipped in a timely manner so that I can have a functioning kitchen. I want them to be the correct part and measurement. I want them to be damage free. I want to eliminate all the superfluous communication asking the same questions over and over. I want the list of replacements to be completed once and fulfilled. Every time I get an email listing out my issues something is missing. I want for the company to stop sending me emails saying sorry but this is your fault. This has been a transaction filled with Drama.

Business

Response:

This customer submitted this complaint before speaking with me. I have since talked to the customer and we are getting her what is needed to resolve her issues. She last emailed us today thanking us and confirming that we are taking care of all the issues she has.

Review: On June [redacted] I place an order for some cabinets to build a bar in my new home. I was immediately notified about some address discrepancy's that we taken care of same day and was told my order should ship by the shipping manager on the [redacted] of July. Friday the [redacted] I received a generic email stating my order was processed and should ship in the next 4 to 10 days. I immediately called and asked spoke with the shipping manger and as they continued to apologies and continue to tell they have misspoke and over delivered on what I was told. I asked to speak to her manager who again to proceed to tell I should have not been told that. I finally get the cabinets and out of 6 boxes only 2 of the boxes did not have significant damage. After taking what I felt to be enough pictures of broken and damaged cabinets I sent them to the appropriate parties to follow the rules. I was instructed to down stack all pieces to all cabinets and take pictures and notes of what was needed to be replaced. Then wait 10 plus days while these cabinets are scattered all over the place so they can be put together by my subcontractor. Please note I have already rescheduled him 2 times now due this. They asked me what I wanted to do at this point and what would be fair. I said reship the one cabinet that was purchased already put together and I will pay my guy 280 to touch -up and fix the damaged cabinets so I can have a bar for my [redacted] birthday party this weekend. Rta's response was I quote (I apologize for the delay in communication. I have spoken to the warehouse and they are willing to give you a $175 credit for the inconvenience. Normally, they will only do even replacements but because I know this weekend is your birthday and you want to have your bar, I was able to convince them. Is this something you are willing to do or would you prefer replacements? Also, I looked at the wine rack again and I think your contractor will be able to pull that part forward and putty the scratches to not show. If you wish to get a replacement wine rack, please keep in mind that it wont be available by this weekend. Please let me know how you would like to proceed. Please feel free to call me at my office if you wish to speak over the phone. Thank you and I will be waiting to hear from you! :). My response I quote (I cant except that considering the wine rack almost cost that. I can not believe that the warehouse manager deems the wine rack acceptable to putty and fix and I should just be good with that. Is he buying a damaged wine rack? Disappointing that this is what it comes down to. I want to speak with a manager as my request and timeline and experience has been lees than great. Please have a manger address these issues today so I can move forward with my life, My party, with out a bar. Unbelievable on your teaming lack of urgency.) end quote. I also have almost 30 emails of back and forth.Desired Settlement: Replace the wine rack per customer request. Leave damaged wine rack. Pay the 280 in card credit not store credit.

Business

Response:

We had tried to get this order out before the [redacted] of July holiday, typically, these cabinets will ship in 4-10 business days, but we tried to push it out quickly for the customer. Unfortunately, we weren't able to get the manufacturer to ship it out that quick since they shut down for the holiday. It still shipped well within the normal time but we shouldn't have even mentioned we would possibly be able to get it shipped sooner because when it doesn't, it's upsetting to the customer. The order ended up shipping in 5 business days so at the very early side of the time frame (normally 4-10 business days). Unfortunately, we aren't able to control any damage in transit, some parts of the cabinets were damaged by [redacted], and while we can't absolutely prevent that, we do everything we can to get any parts needed to the customer as fast as we can. Our manufacturer will normally only reship new parts, they will not issue a credit/refund if something is damaged, but given the customer's time frame, we pushed the manufacturer and got the customer a $175 credit which he told our rep over the phone that he was fine with and would accept, then have his contractor fix those items if needed. There was one cabinet (a wine rack) that needed to be re-shipped which we got approved and scheduled to ship out within 2 days of when we were notified by the customer. We're doing everything we can to make sure he's satisfied and get everything that he needs as quickly as possible.

Review: We have purchased an entire kitchen of cabinets from this company. The quality and craftsmanship is not what was promised. Items are damaged, warped and cracking back panels on most cabinets. The company sent poor quality replacements that were not properly packaged and therefore these parts cannot be used. This has delayed our completion of our kitchen and we have been without a kitchen for close to a month now. All requests for rectifying these problems have been met by run-around emails, etc. all we are requesting is that someone in charge actually talk to us to finalize the request for help and that our kitchen be completed. We purchased already assembled cabinets and we have had to take them apart and re-assemble them! We paid additional fees for this service. We should be compensated for the work our contractor has had to re-do.Desired Settlement: We wish to have these problems fixed and the damaged items replaced at no cost to is.

Business

Response:

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.

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: The RTA Store sold us a kitchen full of new cabinets that we received in June of 2011. At a cost of $7652.35 Plus a second order of $843 on June ** of 2011, for a total of $ 8495.35. The cabinets have been cracking since day one, the seams show through the finish and now paint is peeling off revealing different types of wood beneath. Currently four of the cracks in the cabinets are 10- 12 inches long each. THIS IS NOTICEABLE. At first The RTA Store was good about replacing the cabinet door, drawer fronts and sides as they cracked, (they have never addressed the problem with the seams being visible,) but now the manufacturer of this product has gone out of business so The RTA store has offered us a small sum to repair the cabinets. How will this fix the problem? If we repair the current cracks, what about the ones that keep happening, they will wash their hands and we will be stuck with their mistakes. We didn't buy "repaired cabinets," we purchased NEW cabinets. We have sought an estimate for the replacement of just the doors, drawer fronts and paneled cabinet sides and have asked the RTA store to pay for it. They continue to offer $750 to have the doors "repaired." This is unacceptable since -1. WE DID NOT BUY REPAIRED OR SECONDS 2. THE CABINETS CONTINUE TO CRACK SO THIS IS NOT A RESOLUTION we will still have the same problem- shoddy continually cracking cabinets whose seams don't match and finish is subpar. THIS IS A SUBSTANDARD DEFECTIVE PRODUCT. The RTA store says it only offers a one year warrantee, but the original problems haven't been solved from day one, since the original product sold to us was DEFECTIVE. The manufacturer has gone out of business -most likely due to the substandard quality of his product. The RTA store was selling his work as if it were a quality, new usable product, not a 'second' or substandard one.... We have contacted them numerous times regarding these ongoing problems. Cabinets should stay together, not crack, or chip or have their seams showing for longer than a couple of years. The RTA store needs to stand behind the quality of the products they sell.Desired Settlement: We have asked for the company for $3850 to have new doors, drawers and paneled cabinets sides built to fit our cabinets by a local cabinet maker, who will stand behind his work.

Business

Response:

We have been in contact with [redacted] & [redacted] since the issues started and replaced numerous items as a result of manufacturer defect. All issues were resolved except for problems with the pantry cabinet doors. Yes, the cabinets are out of warranty now, but we had replaced all defective items as they were reported. The cost of the pantry was under $500 after discounts that were received and the problems were mainly with doors. We feel that the offer of $750 is very fair given the replacements that already occurred and any current issues with the pantry cabinet(s).

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 problems have been not only with the pantry, but with drawer fronts, cabinet fronts and sides. The RTA store may be thinking it has been primarily the pantry, since it has been a repeated problem there. In other words, their replacements there have also cracked. We are convinced this product is a lemon, as the cracking continues. The underscoring of the pantry's cost is useless, since they can't actually replace what we have at that cost, since the product that they represented and sold ----due to defect and poor workmanship---- is unavailable, leaving us with a kitchen full of cracked cabinet doors.

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

Sincerely,

Business

Response:

We want to get this resolved just as much as [redacted] and [redacted] do but at this point, I'm really not sure what else we can do. We have increased our refund offer from $750 to $1500 and [redacted] and [redacted] remain at $3850. We just can't offer that much of a refund, I wish we were able to but it's just not possible.

Consumer

Response:

The complaint with the RTA store has been resolved. Thank you, please mark the dispute as such.

Thank you

[redacted] and [redacted]

Review: I placed an order for several kitchen cabinets. The cabinets were to be delivered in pieces that I would then assemble myself. The order arrived damaged due to poor packaging. The boxes that were not damaged contained defective cabinet pieces. over half of the cabinet sides, bottoms, and tops were unusable due to severe bowing in the plywood. I have a project I was counting on these cabinets on. I am no longer able to complete my kitchen renovation according to my budget or time because the cabinets shipped were damaged and defective.Desired Settlement: The RTA Store offered to pick the cabinets up and refund my money. But this is not a suitable resolution as I have incurred delays that prohibit me from being able to finish my project on time and on budget. I'd like to be able to re-order new pre-assembled comparable cabinets at the original price I paid ($6,840.44) and receive expedited shipping. Any other resolution would be a disservice and an extreme inconvenience to me.

Business

Response:

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.

Review: Two items of an order of custom cabinets that were delivered to my home by the rta store were damaged. The damage appeared to be shipping related. The damage was not noticed by the freight driver nor by my daughter who accepted the shipment in my absence. When I returned from a two-week trip abroad I immediately inspected the shipment and also did not see the damage because it was not obvious. The damage was near the bottom of the pile of cartons and the only way to see the damaged product was to peel back the cardboard. Within one day after my return I did a closer inspection as I began to un-crate the items and noticed the damage to two items and reported it that same day by email the the rta store. The RTA store now claims that because my report of the damage was received more than 5 days after the shipment they are not able to replace the items at no charge and have asked me to pay $200 for the damage that was induced by the freight company that they hired and for which I had absolutely no responsibility. It seems unreasonable to charge your customer for damage not caused by me and not easily observable at the time of the shipment.Desired Settlement: I would be satisfied if the RTA store would replace the damaged items at no cost to me because I did not cause the damage and have already paid once for the product

Business

Response:

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

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: I am over the moon and beyond upset!

First Problem: Jennifer P[redacted], after about a month she still could not seem to get our order right no matter what! (all documented through email) finally I called the RTAStore and asked for another designer. We were assigned Desiree C[redacted]. After a few drawings and a couple of emails we placed an order for our cabinets.

Second Problem: On October [redacted] I ordered Biscotti Cafe cabinets Order #[redacted] . The cabinet order arrived around the [redacted] of October. We received Bristol Chocolate cabinets. Since I was on vacation when the cabinets arrived my husband started assembling them so as to surprise me on my return. Once I returned from vacation I told him I had not ordered the Bristol Chocolate cabinets I ordered Biscotti Cafe. He insisted we keep the cabinets because he had assembled more than half of them already and he did not want to repackage the cabinets and deal with the hassle.

Third Problem: November [redacted] We placed a cabinet replacement order for parts that were damaged when they arrived and finally after several emails with Nicole O[redacted] our replacement order was delivered December [redacted].:

Replacement cabinets arrived in the color of Biscotti Cafe which was my original request and not Bristol Chocolate!

The Biscotti Cafe do not match my Bristol Chocolate cabinets.

548-BC-8C- Chrome Base Organizer is missing from the replacement order.

I do not understand the freaking confusion!

When I purchased $8000+ worth of cabinets there was no confusion!

Why wasn't I sent the correct color cabinets when I placed my original order?

Why was I sent the wrong replacement cabinets (color)?

What happened to the requested spice rack?

I am so freaking pissed off and frustrated I am seriously contemplating reaching out to the Revdex.com, an attorney and boxing the cabinets up and sending them back!Desired Settlement: The correct order sent to my home or a refund of all monies paid!

Business

Response:

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.