Catherine D.
Beware the company does not replace missing items
First of all, this is the first negative review I have ever written in my life. I wanted to allow this company to make things right, but it isn't going to happen. We chose TheRTAStore.com for our kitchen renovation. The cabinets are nice – well-constructed, and are a beautiful color and finish. However, a $145 back island panel was missing from our $9,000 order. Despite reaching out multiple times, they insisted that we had MISPLACED a 3ft by 8ft panel! They say our contractor probably set it aside somewhere, but we assembled the cabinets ourselves and did not misplace it. The order was delivered on oversized pallets with tight binding. The SKU numbers on the boxes do not match the paperwork when you are trying to determine if anything is missing before the driver leaves. Multiple items are inside other boxes with no labeling. The driver even acknowledged missing materials on the paperwork in our case! Not only this, but half of our order was left on the shipping dock, and we had to contact the freight company multiple times to get them to bring it before it was damaged. They did bring the order on a late Saturday evening, but there were some torn boxes. If you have missing items, customer service will accuse you of misplacing them with no intentions and waste your time, making you think they will help you. They told us to reorder it again and spend another $145 + $299 shipping. I saw other reviews with similar problems, and I guess this is a pattern with this company. Just be aware that if you order from this company, you are taking a risk that you may not get your complete order.
Response from The RTA StoreAug 17, 2023
Dear Catherine, We are very sorry for your experience which has resulted in so much frustration. For this situation, while a shortage was noted on the delivery receipt, the pallet was still wrapped and banded at the time of delivery (and documented as such) so we were not able to file for a shortage against the carrier. (When something is documented as delivered in the same condition wrapped and banded in which it was shipped out, the carrier doesn't accept liability). Please rest assured that our claims department thoroughly investigated your concern by requesting the pallet images you took at the time of delivery and also requesting the warehouse's images prior to shipment to ensure nothing happened in transit. In comparing both sets of images, the box for the 36x96 panel is visible on site in your pallet picture and matches the location it left the warehouse in. All the boxes arrived stacked in the same manner as they were shipped. There was no disturbance to the pallet in transit. That being said, we understand the headache this experience must have caused and will be reaching out to offer a full refund on the panel as a courtesy.