Ron J.
2017 Cabinet Purchase
I completed a layout on 10/20/2017 with a design specialist named Jason Stock at thertastore.com. He was amazing, patient and skilled in what he did. I was very pleased with him, so I decided to place my order with his company on 11/02/2016 due to their sale schedule. I was told that it would ship in 3 to 7 days. On 11/10/2017 I contacted RTA after not hearing from them. I was told that the line that I picked was not available and that they were having problems not only with that line, but also that manufacturer. They recommended that I pick a new cabinet. After complaining about the lack of communication and explaining that I would have to go through a total redesign, I contacted my design guy, Jason Stock. He said that something must be wrong, and he would look into it. I was contacted that day and told that my order was amazingly going to ship the next day. Over the next 10 days my order arrived in two orders via truck without any warning. No calls, no emails, it just showed up to a new construction jobsite without anyone there to unload. I was called by workers saying a truck just arrived and the cabinets were unloaded into the street. Upon receipt, I was told to check for damage or defects. I checked my base cabinets 1st only to find the corner base cabinet, which is the 1st cabinet to be install, was defective, due to poor finishing, and needed a replacement part before it could be installed. I had to wait almost a week for that part to come in before I could start my kitchen installation. In the meantime, I started my inspection of the rest of the cabinets. I started finding that my White Lakewood cabinets had paint overspray in the seams of the raised panels. I called RTA and told them, and they said to send a picture of each problem and document the problems in detail in an email. It took almost 6 hours with help to inspect, photo and log in each piece of the defective cabinets, and in the end I had 48 damaged or defective doors, shelves and draw faces. After a day of documenting, I sent over my list and photos and waited another 18 days for a shipping confirmation and another 6 days for delivery of the replacement. The replacements again had 4 pieces with the same issues which I don’t even want to deal with now. I asked for compensation for not only my day to document the defects, but also my estimated 2 days to break apart the preassembled draw faces and attempt to reattach the new ones to the draws in an accurate manner. I asked for my price to be changed to the price of the “current sale” that would have given me a $500 refund for my time. I was told that that was not an option and if I needed anything else, to contact them. I sent another email to RTA today as a last effort to have them rectify the problem, but they only offered $100 off of my $10,000.00 order. I told them not to bother and hung up. This company is a mess. Very unorganized, has no clue about customer service and by the looks of the complaints and reviews on this site and online, I am not the only one. My advice is stay away. Ron Judd