Wholesale CabinetsReviews of wholesalecabinets.com

Response from Wholesale CabinetsAug 10, 2023

Good Evening Kevin Thank you for sharing your experience. We are frankly quite surprised about your review as we have reviewed our communications and both we and you have had a friendly and constructive tone in all interactions and we have always sent you prompt replies. We have not had any indication up to this moment that you were dissatisfied with your purchase or your experience. We replied 4 days after the message you refer to and indicated that we would get in touch with a shipping update as soon as it was available. While we always strive to ship out replacements within a day or two (and mostly succeed) we occasionally need longer time to source the right parts and as what you requested was a minor piece and we had no indication of urgency from your side, we failed in sending it as quickly as we would like to. You certainly never had to fight for anything throughout the process – we have addressed all of your requests and despite having evidence that we sent all items, we approved your claim without questioning it and have sent replacement items. We also respectfully and strongly object to your comment on our business practices – the image of the pallet containing the items you had reported as missing was sent with the message “We're sorry to hear about the issues with the delivery. Please attached photos showing both sets of glass shelves were on the pallet. Were you able to find them?”. We believe this is a rather friendly way of asking if you had indeed happened to find them. We photograph every shipment before it leaves and it is a daily occurrence in our business that items we have sent and which customers report as missing are then reported by the same customers as found when we ask. There is also no substance to the comment that we would have “gone dark for 3 weeks”. Your last message was sent 3 days prior to your review and while we agree that it is too long of a time for a reply (which is due to a recent and by now already remedied short staffing on our customer service team) it is far from 3 weeks. On a final note, within 24 hours of receiving your review our CEO personally reached out to you to discuss how we could improve, the President of our warehousing partner personally reached out to provide you with the comfort that the images we sent indeed represented the items that were sent, the last parts you were waiting on had been sent and we offered you a courtesy discount. We don’t claim to run a perfect operation but we try hard and when something goes wrong and we are made aware, we get all hands on deck to make it right. As consumers ourselves, we have not experienced many companies who take customer service so seriously and involve the most senior executives in solving the slightest detail to earn our customers’ satisfaction. We take great pride in the customer service we provide and will make sure to provide the same industry leading attention to you and any other customer in the future. Follow up to your update: We are certainly not making any excuses, as you also indicate our CEO personally called you to apologize for the experience and offer an explanation for it (as per our reply above). We are also struggling to understand how the offer to give you a special discount on any future order (when you mentioned that you are a contractor with a repeat need for cabinets) to show our appreciation of your business can be a bad thing. In response to your final comment, our current management has been the same for over 5 years and as we have grown to become a national leader in our field with the volumes it brings, we occasionally fall short of our own very high ambitions. Whenever we do, we will promptly address the issue as soon as it is brought to our attention - just as we did with you. Best Regards The team at Wholesale Cabinets

Response from Wholesale CabinetsSep 13, 2023

Maria, Thank you for sharing your experience with us. We proudly offer a 5 year warranty on our products and while we have very few warranty claims (usually less than half a dozen per year across many thousands of orders) we take all of them seriously and address them as soon as possible. As you know, we also promptly replaced the parts you had originally claimed at the time you claimed them. We have been requesting detailed information on which cabinets you are having issues with and details on those issues, to adequately address them but we were not able to receive this information from you for several months. As you wrote, we have also informed you that we no longer work with this manufacturer, which delayed the processing of the replacements. We did at no time indicate that we will not honor your request or provide replacement parts and we are happy that we were finally able to assist you and get you what you needed once we determined what that was. Please reach out to us if you need anything else. Thank you The team at Wholesale Cabinets

Response from Wholesale CabinetsApr 24, 2023

Good Afternoon Amanda, Thank you for your order and your review. We regret that your experience did not live up to your expectations and would like to explain the background to the points you raise. Both of these points relate to the routines and policies of the third-party shipping companies we work with. The first point you raise (the delivery time window) did not come from us, it came from the shipping company. While we regret that they were not accommodating of your needs for delivery times, the scheduling and local procedures of each shipping company is outside our control once a shipment has been sent. If any customer has specific requirements on delivery time frames, we will do everything we can to select a shipping company that offers a delivery time window aligned to those needs but to be able to do so, we need to be aware of this before the order is shipped. This is no different than most other deliveries of bulky items which require a signed delivery, regardless of company selling those items. When you contacted us about your problems with the delivery time frames, we offered to arrange for a call when the shipping company was on its way to your delivery address, which you declined. We have also investigated the second point you brought up and the designer did in fact provide the correct number of moldings. If she would have provided an incorrect number, we would have been happy to send you a piece free of charge. In our communications you even confirmed that you misunderstood the placement of the molding and would purchase an additional piece. The shipping cost you mention is indeed correct. As the molding is 8 ft long, it cannot be shipped by courier but has to be palletized, so we have to pay for a full pallet space in a truck and that is why the cost is high in relationship to the product cost. The shipping companies charge the same whether there is one or thirty items on the pallet and this is why we offer free shipping on most of our orders but have to charge a significant amount in shipping for the smaller orders. As you indicate, we offered to cut the molding in half for you as that would allow us to ship your molding via courier which would have reduced the shipping cost by about 80-90%. While we regret that you did not consider this a reasonable suggestion, this would have been no different with most other cabinet companies as most of them use third party shipping companies just like we do. We would be very happy to continue assisting you with any other concern or question that you have relating to your order – please don’t hesitate to reach out should this be the case. Best Regards The Team at Wholesale Cabinets

Response from Wholesale CabinetsApr 24, 2023

Good Afternoon Ian Thank you for your review. We are grateful that you gave our CEO the opportunity to talk to you and investigate what went wrong. As the two of you discussed, we never received the damage claim from you and there was a misunderstanding around this point as it is not possible to file the same claim multiple times through our system as you indicated. We also learned that you needed an additional door for your project, and we were happy to be able to provide you with a special discount for this in order to show our appreciation of your business. Thank you for ordering that additional item from us after the call. Your business means a lot to us, if there is anything else we can ever do for you, please don’t hesitate to reach out. Best Regards The Team at Wholesale Cabinets

Response from Wholesale CabinetsJul 19, 2022

Christopher Thank you for posting your review. We were quite frankly taken aback by what you wrote as none of our team members would ever communicate as what you indicated with a customer. We have opened an internal investigation and spoken to every member of the customer service team and no one recalls this conversation. There are also inconsistencies relating to our regular process in the review - you mention that you were told that the cabinets were not finished. This indicates to us that cabinets would be made to order and this is not something we do as we exclusively sell RTA cabinets that are stocked and ready to ship (although back order situations do occasionally occur of course). I am the Manager who all difficult customer service cases/orders with significant delays get escalated to and I cannot recall ever having spoken to you or offered a refund to anyone at the level you indicate. We have also reviewed all orders around the size of what you mention placed on February 5th. There were just a handful of them, and none of them have your name or any name similar to it. All of this makes us believe that your experience has been with a different company. Although we are one of the oldest and largest online kitchen and bathroom cabinet companies, there are unfortunately several companies with similar names to ours. If our assumption is correct, we kindly ask that you remove this review, which is not in any way indicative of how we operate or treat our customers. If our assumption is incorrect, we ask that you e-mail us at [email protected] and mention your order number so we can investigate and address your experience with high priority. Best Regards Daniel L, Wholesale Cabinets

Response from Wholesale CabinetsJul 9, 2021

Fatima, Thank you for sharing your view on your experience. Over the nine years we have been in business we have had many thousands of happy, recurring customers but occasionally things go wrong. However, we have never received such an inaccurate review before. All of our reviews are verified and written by our customers – many of whom have also offered to be references for our excellent product quality, routines and customer service to any new customer. Before you placed your order, we verified that all of the cabinets in your design were in stock and available. Unfortunately, by the time you placed the order a few of the items had gone out of stock and restocking was delayed due to global shipping challenges affecting our industry as a whole and fully outside our control. You decided that you didn’t want to wait for the back ordered items. Your designer Lauren then spent significant time redesigning your project to offer you other items so you could complete the project quicker. Once most of these items were ready and assembled for you, you decided you did not want most of them after all and we provided a refund of several thousand dollars on your order instead. We also gave you cabinets worth over $700 free of charge to show our understanding for the delay you had experienced. Then you informed us that one of the cabinets you had ordered and we had assembled and delivered for you didn’t fit some of your pots and pans due to their size and you wanted to return it. The size of the cabinet conformed exactly to the specifications on our website which were available before your order. Therefore, we politely declined the return in accordance with our terms that you agreed to at the time of purchase. This is when you announced you would post a negative review. Your comment on our products is without merit – we do not currently offer any cabinets made in China and we buy directly from the manufacturers so that we can always stand by our lowest price guarantee. We stand by our customer service through every step of the process with you and look forward to providing the same industry leading excellence to any customer in a similar situation in the future. Sincerely, Daniel Langsten CEO, Wholesale Cabinets

Response from Wholesale CabinetsJun 8, 2021

Dear Ms. Carlson Thank you for sharing your experience. The satisfaction of our customers is of utmost importance to us and we take pride in our many thousands of satisfied, recurring customers nationwide since our company was established in 2012. We are disappointed to learn about your dissatisfaction but since your recollection does not fully reflect the events, we feel that we need to clarify some points further. We sell both unassembled (RTA) and assembled cabinets on our site and the respective types are clearly marked as such. Our records show that in your cart originally you had both types of cabinets and you asked our designer whom you were working with to add the assembled items to your cart, which she did. However, you expressed that in order to save cost you were also considering unassembled cabinets and you had also saved a quote which you yourself labeled as “RTA” (unassembled). After having received the final cart, you cleared the shopping cart and added the unassembled items to your order, which you also later explained to us. As an e-commerce company we cannot base the shipment of an order on e-mail correspondence, particularly when several different options were discussed before the order (in this case assembled/unassembled). If we catch an obvious mis-order by a customer before shipping we will of course reach out to clarify this but as a general rule we have to base our shipments on what was actually ordered. We have shipped and delivered the items you ordered and have tried to help you get those returned. Unfortunately as all companies we know of in the online cabinets business, we have to pass on the cost for return shipping and restocking fees. These are charged to us by the third-party warehouses and shipping companies we use but we do not add any costs for you to this. These terms were as outlined and accepted by you at the time of order, at the same step when it was advised that all items are unassembled unless otherwise noted. We use nationwide shipping companies and do not have any own or contracted delivery drivers. We have not had more than a few orders to your area over the past year so the conclusion of the driver´s communication is incorrect. Since we find it essential that customers should always receive cabinets in the same excellent condition we send them, we have also informed you that if you choose to keep the cabinets you ordered we will gladly replace the damaged parts upon verification. The description of our damage claims routine is not correct. We do not ask to have damaged items returned – in fact we strongly discourage damaged items being sent back. Determination of the damage happens through photos we have asked you to submit and upon verification we will send out replacement parts at no cost and you can keep or discharge the damaged parts. This saves time and cost for everyone involved and this is what we always do if shipping damage occurs. We certainly warranty our shipments and this is the first time we have learned of extensive damage to your shipment but should that be the case, we will replace every part confirmed as damaged in shipping as we always do. However, we cannot replace damages based off photos of a full pallet – either the customer keeps the items ordered and then we replace all damaged parts free of charge (upon receiving photos of what was actually damaged) or the items are returned and then we will only pass on the costs created to us by the return shipment as outlined above. So, to clarify - the process for returning an order and the process for claims relating to shipping damage are separate and do not have to do with each other. Unfortunately, you have not yet replied to our messages in our strive to help you so it has been difficult to provide the excellent customer service we find so important, but as always we would be glad to help if you reach out to us. Best Regards, The Team at Wholesale Cabinets