ComplaintsforMasterBrand Cabinets

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  8/2020 moved into a previously owned home. February 2021 I started shopping for a complete kitchen renovation.Went to ***** in *********, PA and there were kitchen cabinets on display. I was aware that the cabinet display was an outside contractor not affiliated with ***** but not aware that ***** had nothing to do with the sale, installation or warranty issues. ******* **** Kitchen and Bath was the company “renting” space in *****. ***** ******* from ******* **** Kitchen was the representative that answered and was quick to respond to initial request to meet and quite expeditiously scheduled a meeting in my house to sketch out the details of the new cabinets. I ordered black cabinets which had issues from the git go. Cabinets were delivered in an acceptable time frame and my contractor tried to installed them. My contractor reported that there were several pieces of the cabinets were damaged, several didn’t fit in the allotted space so began my calls to *****. ***** ordered replacement pieces and my kitchen contractor spent time on something else. Back and forth until the 4th time I had to reorder then ***** stepped up and said he would have the pieces delivered to his shop, he would check them out, and then setup time with me to do the install. Waited for three months for him to call me and never a return call. I started feeling taken advantage of and ***** felt I was being unreasonable so he turfed me off to his cabinet manufacturer. Enter **** *********** from Masterbrand. Had to call *****’s business 5 times before I actually got the name of someone who would take care of my problems. **** came out to the house and looked at the cabinets and tried to convince me that the reason I was causing problems was because I had buyer’s remorse because black shows everything. I love black. That’s why I picked black. 3/24 Still don’t have complete set of cabinets.

  Business response

  03/12/2024

  Dear BBB,

  Thank you for sharing this complaint with us.  We take these matters very seriously and welcome your assistance in bringing resolution to the consumer.  We have reached out directly to the consumer and will stay in contact with her until resolution.  We are currently waiting on 1 order to complete her kitchen and hope to have everything complete very soon.

  Best Regards.  

  Consumer Affairs

  MasterBrand Cabinets
  

  Customer response

  03/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. And, thank you for your attention to this matter in such a quick manner. Your process worked!
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased cabinets for my entire house 8/30/23 spending $12,415.00 total. Since 10/3/23 (when we started the remodel) I started contacting *** ******* "Field Serve Tech" for this company about the wrong items being sent, damaged items sent and completely WARPED doors on 85% of my cabinets. Many came damaged with paint issues, bubbles in the paint, some cabinets don't have even staining so it looks like 2 different colors, cracked cabinets, and bad hinges that aren't soft closing as I paid for. I got 1 pantry door that didn't eve n have the holes for the hinges, that door is WARPED. Nothing else has been done. I have texted, called, and emailed since OCTOBER 2023. December 1st 2023, *** texted me that he was trying to get this resolved and I was at the top of his list. zero communication until mid January 2024 when I reached out again, then Im told his team thinks its best if he and "*****" come with HD store manager top look at all the parts damaged. Then it change dot *****, set up for 1/11/24, then canceled for weather. then 1/18/24 canceled for weather, then 1/24/24 canceled again for allegedly a family death. ZERO contact again. 1/26/24 I text him upset. Claims HD manager was going to do a Facetime of all the damage to *** *******, after his "team" said its best they see it in person. ZERO contact again. 2/21/24 and 2/28/24 I have texted *** and HD manager ZERO contact still. I need these replacement parts they have had knowledge of since 11/20/23 in email. There is no excuse. We paid for these cabinets and they are CHEAP, DEFECTED and DAMAGED. All photos are documented in many emails and texts. They continue to blow me off trying to reach the 1 year mark, so they don't have to warranty all that is damaged. This is the most UNPROFESSIONAL business I have ever purchased from, spending this kind of money and being treated like I'm trash to them. (Couldn't upload ALL photos so I uploaded what I could)

  Business response

  03/13/2024

  Dear BBB,

  Thank you for alerting us to this complaint.  Consumer satisfaction is very important to us and we take these matters very seriously.  We have reached out to the consumer directly and will continue to work directly with her on a resolution.

  Regards,

  Consumer Affairs

  MasterBrand Cabinets

  Customer response

  03/13/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  There is no resolution yet, and lack of response via email which is causing further delays. The representative with Master Brand cabinets has blocked me on the phone, when he has been my point of contact since October 2023. The cabinet doors that were ordered were not ALL of the doors that needed to be replaced, I also didn’t get the shelving that has paint damage and bubbling. We were lied to by ***** and ******* March 1st in my home. We were told “if it’s good enough for our house it’s good enough for you” in the most condescending tone which disrespected my home. I felt very uncomfortable with this unprofessionalism after I have been struggling to get them to fix this since October 2023! This is not resolved, and this case needs to remain open for further resolution. I did NOT get all the parts I was promised to be ordered. I was disrespected in my own home, and I’m tired of the constant days/weeks of delays to get responses from anyone. They aren’t taking this serious, and they continue to cause emotional distress from the stress this is causing my family. 
  
  Sincerely,
  
  ********* *****

  Business response

  03/28/2024

  Dear BBB,

  We are still working directly with the consumer towards resolution.  We have placed replacement orders under our warranty and are working with our Quality team to ensure the product ships and delivers in good condition.  We will continue to work directly with the consumer through resolution.

  Regards,

  Consumer Affairs

  MasterBrand Cabinets
  

  Customer response

  04/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  For the second time I got replacement cabinet doors, only ONE is the correct color to my cabinets that are installed. The other doors are a greyish almost purple hue not TRESTLE brown that I paid for. You can clearly see how only ONE is the BROWN color of all of my cabinets. I cannot believe how many times I am still getting WARPED doors as well. About 5 of these that are the wrong color anyways are WARPED. 
  The only CORRECT color door is usable. The rest is not. I am tired of going through this after I was told there would be higher inspection quality before it got sent to me.  

  Sincerely,
  
  ********* *****

  Business response

  04/18/2024

  Dear BBB,

  We are still working directly with the consumer to make sure we have ordered the correct parts and currently have an order in progress.  We understand this has been a frustrating experience and we are working to get the items to her and to her satisfaction.

  Regards

  Consumer Affairs

  MasterBrand Cabinets

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 2, 2022, we purchased Kemper Echo cabinets from *** ***** in **********, IN. Our cabinets were installed on August 29th, 2022. The finish on all of the doors was bad. Photos of the original doors: *******************************************. **** and **** from *** ***** came to my house to assess the damage. I also met with Kemper rep, **** *. All of the cabinet doors were reordered. **** and **** assured me that they would inspect each door before being delivered to my house. The doors were delivered to my house on February 1, 2023. We brought the boxes into our house shortly after they were delivered so that the doors were kept in a temperature-controlled environment. I started opening the boxes on April 5th. The replacements were also bad. I sent photos of the damage to **** and **** at *** *****. Photos of the replacement doors: *******************************************. **** said that Kemper would either give us a $3000 refund or pay a local company to refinish the doors. I contacted 2 different cabinet companies and was told that it would cost approx $12000 to have new doors made and installed, or $6000 to refinish all of them. I told **** we wanted a $12000 refund. He said that Kemper refused and thinks that $3,000 is adequate. I told **** on Sept. 11th that we wanted the doors refinished. He then asked to set up a time to look at the doors to make a list of what needs refinished. I replied and told him that all doors need refinished. I did not get a reply from him. 3 weeks later I received an email from ****** ****, the Consumer Affairs Specialist at Kemper. She said $3000 is the offer. She then accused us of keeping the doors in our garage and sending photos of the original doors, and that Kemper never agreed to refinish the replacements. She sent a legal release form to sign if we accept the $3000 and it contains a gag order, deadline Dec 20. I have all of the email correspondence if needed. We want at least $6000 and no gag order.

  Business response

  11/17/2023

  Dear BBB,
  Thank you for contacting Kemper cabinetry regarding complaint #********.  We take these matters seriously as consumer satisfaction is a priority for us.  As the manufacturer our warranty obligation is to repair or replace any defective parts.  We have been working directly with the consumer regarding her concerns.  The consumer has denied repair/replacement and has asked for compensation instead.  Although compensation is not part of our warranty, as a customer courtesy, we agreed to provide a monetary offer to satisfy the consumer.  We believe the doors can be touched up/repaired and that a complete refinish or a new custom door replacement is not necessary to resolve the remaining issues.  We stand behind our previous compensation offer which is above and beyond our warranty obligations.
  Best Regards, 

  Consumer Affairs

  MasterBrand Cabinets LLC

  Customer response

  11/21/2023

  Dear BBB, This is the very reason consumers, like me, rely on you. Not only did this company provide a horrible product with no consideration for quality, but it is also operating unethically. It's dishonest response to the BBB, in an effort to continue to remain in business and take advantage of more consumers, needs to be stopped. I simply want to be compensated appropriately. MasterBrand is correct that I refused having a 3rd set of replacements sent to my house. They had 2 chances to build quality doors and I didn't trust them to send another set. I have attached 5 files.  The 1st is proof that ****, the general manager at *** *****, discussed refinishing the replacement doors with me, as late as Sept 11th. I originally denied this option months prior because I was asked if I wanted MasterBrand to refinish them. They clearly have quality control issues and having them refinish the doors seemed like a terrible idea. On Sept 1st, **** told me and my husband that MasterBrand would pay a local company to refinish the doors and then install them for us. That is when we decided we wanted them refinished. ****** then denied offering to have the replacements refinished. I have attached her email to me from October 20th and there are several inaccuracies. I also have photos of the doors being stored inside our house if needed. I only didn't attach those photos because I used up my 5 allotted files here.  Since ****** denied offering to have the doors refinished, I felt forced to accept the $3000 offer and you can read my response to her above. She then sent a release form in order to receive the money. I consulted with an attorney who told me not to sign the gag order and recommended I contact the BBB. MasterBrand sent me 2 sets of poor quality doors, as seen in the photos in my original complaint, and now wants to silence me in order to accept their $3000 offer, which won't even cover having all of the damage remedied. In their response to you, they also claim that the issues can be resolved by using their touch-up kit. I tried using it on one of the doors and it made zero difference, chipped paint cannot just be painted over with a touch-up pen. I also have a photo of the door I tried touching up, but again, I didn't have enough space to attach it to this message. Please let me know if more documentation is needed, though. 

  Business response

  12/05/2023

  BBB,
  
  Thank you for contacting Kemper cabinetry regarding Case #********.  Kemper’s warranty is to repair or replace any defective product.  As stated previously, refinishing was offered initially on the first set of replacements since some of the parts had defects and inspection of the product was refused by the complainant.  However, instead of refinishing we agreed to replace all doors and drawer fronts as a courtesy, as only a portion of the parts had issues.  Once the replacement part order delivered to the dealer, the dealer/designer and our sales representative inspected each part thoroughly and everyone agreed all parts were defect and damage free.  Next, all parts were delivered to the complainant in February 2023.  After six months or more of storage at the complainant’s residence, they contacted the dealer stating there were defects and damages with the replacement order.  As a final courtesy we agreed to go above and beyond our warranty to further satisfy the complainant and provide a final goodwill settlement to resolve any further concerns with the cabinet order.  Regarding the release form provided to the complainant, it is a standard release required by our company for situations above and beyond the warranty guidelines.
  
  Please let us know if we can be of further assistance.
  
  Best Regards,

  Consumer Affairs

  MasterBrand Cabinets, Inc.  

  Customer response

  12/15/2023

  Hello,

  I'm not sure why Kemper is claiming that I didn't contact *** ***** until 6 months after the replacement doors were delivered. Here are several screenshots of emails between me and **** at *** *****. I started contacting them about the replacement doors on April 5th. In one of the files, you can see why I thought that Kemper would be refinishing the doors, instead of them hiring a company to refinish and reinstall them. That is why I originally declined that offer.  I have an email chain with **** that is 45 messages long. I can send all of them to you, if needed. I also contacted the IN Attorney General's office about this matter. Thank you.

  Business response

  01/03/2024

  Dear BBB,
  We have been in direct communication with the consumer and have worked out a resolution directly with them.
  Thank you for assisting in this matter.
  Consumer Affairs
  MasterBrand Cabinets LLC.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased new cabinets and were installed in March /April time frame. We upgraded the cabinets (purchased painted instead of wrap) to prevent seams in our cabinets from the wrap material. After a couple of months, started noticing many seams from poor filling and paint, and one cabinet the paint was cracking excessively. Contact the person I purchased the cabinets from who reached out to his supplier. The supplier reached out to the regional representative, **** ****** with Masterbrand Cabinets who said this was normal for their cabinets and that there was no warranty. I reached our to **** directly via email expressing how disappointed I was that Masterbrand didn't stand behind their product any better than this. I also stated I would report this to out to BBB if we couldn't get something worked out. I never received any reply from **** or Masterbrand.

  Business response

  09/20/2023

  Dear BBB,

  Thank you for contacting us regarding Complaint ID: ******** and allowing us the opportunity to respond.  

  We have reached out to the dealer and our sales representative regarding the consumer's concerns, and they are contacting the consumer directly to resolve.  They will be resolving any concerns regarding material or workmanship in accordance with our warranty. 

  Should the consumer have any further questions, they may follow up with their original place of purchase for assistance, as they will be happy to assist.

  Kind Regards

  MasterBrand Cabinets Consumer Affairs

  Customer response

  09/26/2023

  
  Complaint: ********
  
  I am rejecting this response because: It has been almost a week and still no one from either Masterbrand or the company I purchased the cabinets from has contacted me. 
  
  Sincerely,
  
  **** ********

  Business response

  10/16/2023

  Dear BBB,

  Thank you for the opportunity to reply concerning complaint #********.   

  MasterBrand Cabinets is committed to standing behind our warranty by repairing or replacing any issues with manufacturing defects. We are prepared to process an order for any items that are defective in material or workmanship, as well as, going above and beyond the parameters of our warranty by providing some courtesy parts as well.   Mr. ******** purchased his cabinetry through his builder who in turn ordered from our dealer.  It is our understanding that the dealership made several attempts to contact the builder regarding Mr. ********'s concerns; however, the builder was out of the country and should be contacting him soon.  Our Sales Representative, Mr. **** ******, reached out to Mr. ******** today via email to update him as well.  Once the builder provides a list of items requiring replacement, we will process it right away and ship it as quickly as possible. 

  Thank you again for contacting us regarding this concern. 

  Kind Regards,

  MasterBrand Cabinets 

  Customer response

  10/28/2023

  Have spoke with Masterbrand representative, they have addressed the situation and we have come to a mutual agreement. 

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The front of the drawer simply fell off when I opened the drawer. I contacted the company several times about getting a replacement, either the front of the drawer or a complete drawer. This item is under warranty and when I bought it I filled out the warranty card and sent it in. For some unknown reason they had no record of it. They had me call Home Depot to get proof and every time I would get either a product number or some other proof they would require something more. So, after going back and forth with Home Depot, and giving them all varieties of proof, they denied there was a warranty. They just gave me a runaround so at the end they could make up something to deny the warranty. There is no way the piece that fell off can be reattached.The particle board is so cheap that sections of the drawer have come off especially in the corners. This has happened to several drawers. I’ll be more than happy to include pictures. This vanity is so cheaply made that replacing the drawer should not be a loss to this company.

  Business response

  08/09/2023

  Dear BBB,
  
  Thank you for contacting us regarding Case #********. We will reach out to the consumer directly to work towards a resolution by Friday, August 11th.  Please let us know if you have any questions.

  
  Kind Regards,
  
  Consumer Affairs
  MasterBrand Cabinets LLC

  Customer response

  08/18/2023

  I just recently sent a picture to Master Cabinets about a 9by4 piece of wood that also needs to be sent. It is in the back of the drawer facing that fell off along with the complete new drawer they said was going to be sent. I haven’t heard from them since the picture was sent.

  Business response

  08/22/2023

  Hello,

  We responded to the consumer's email on 8/21/23 letting her know that she just needs to remove that piece of wood and attach it directly to the drawer box when it arrives. We also sent instructions on how to do this in an earlier email. 

  Thank you,

  Consumer Affairs

   

   

  Customer response

  08/23/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 5, 2023, I purchased MasterBrand Diamond Express Kitchen cabinets through Lowe's for installation in a home I own in *********** NC. I've received the cabinets, and for the most part I'm pleased with the workmanship and quality. However, there are two sets of drawers on two cabinets that were improperly aligned at the factory. I'm attaching photos below. My cabinet rep at Lowe's has reached out to her MasterBrand rep several times with no response. These are clearly factory defects, and MasterBrand should honor its promise to deliver a quality product. I am seeking the BBB's assistance to encourage MasterBrand to repair the cabinets.

  Business response

  07/11/2023

  Dear BBB,
  
  Thank you for contacting us regarding Case #********.  We have researched this case and have learned that our Sales Representative went to the consumer's home on July 10, 2023 and made adjustments to the product the consumer had concerns with. It is our understanding this case is resolved. 

  Please let us know if you have any questions.

  
  Kind Regards,
  
  Consumer Affairs
  MasterBrand Cabinets LLC
  

   

  Customer response

  07/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  05/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my house on December 30th 2021. ***** (builder) provided a 1 year warranty. Masterbrand was company responsible for correcting issues like defects, broken or damaged parts or none functioning cabinetry. They have been to my house 16 times. They have showed up, allow GPS to bing them at the address and leave. They have made me wait for weeks on end for parts only to have no parts or wrong parts on the day of work. They have corected issues and damaged other sections. They have propped panels up without tightening them. They have attempted repairs on the same parts or areas multiple times with never actually correcting the item. My spouse has take 8 days off work. I have taken 6. My sin has taken 2 days off work. I tequested them on the weekend or at 7am-8am or after 4pm. They as well as ***** will not accommodate the request. I have moved out and have the house for sale, but I dont want to pass on terrible repair or lack there of to another owner. This company gas done this multiple times. ***** management has allowed this to go on. In my opinion hoping the owners would just give up and not deal with the hassle. Im a person of integrity and need these businesses to be held accountable .

  Business response

  06/07/2023

  Dear BBB,

  Thank you for notifying us of the complaint #********.  We apologize for their experience as consumer satisfaction is very important to us.  Our local field rep/technician will be reaching out directly to them to schedule a site visit.  We look forward to resolving this directly with the consumer.

  Regards,

  Consumer Affairs

  MasterBrand Cabinets

• Initial Complaint

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  i purchased kitchen cabinets in 4/2012 they have a lifetime warranty i spoke to rep and put in a claim and it was denied they said it was because of the microwave, but where the glue was coming off was nowhere near it ,first of all where do they think you were putting the cabinets in the bedroom???they are very unfair.i will send you pictures thank you.

  Business response

  05/18/2023

  Dear BBB,
  
  Thank you for contacting us regarding Case #********.  We will reach out to the consumer by end of day Monday, May 22nd to work towards a resolution.  Please let us know if you have any questions.
  Kind Regards,
  
  Consumer Affairs
  MasterBrand Cabinets LLC

  Customer response

  05/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order date 2/26/23 Purchase order ******** Home Depot (Manufactured by Masterbrand/ Thomasville We're halfway through opening up all the cabinets from Masterbrand/ Thomasville and there seems to be consistent issues cosmetically with each and every cabinet and drawer. Doors are hung unevenly, too low or too high and 90% of the drawers are not sealed properly. Additionally some wood is damaged. I feel like we are doing someone else's job to QA. We have contacted Home Depot who ordered the cabinets for us through their manufacturer (Masterbrand/ Thomasville). This is unacceptable for the amount of money we paid and time we are spending on this project. Below are just a few of the issues we are seeing but can assure you there will be more as we open up the rest of the boxes today. Item: ***** - Issue: Doors are not hung correctly and draws are not sealed properly - Photo: Please see referenced photo Item: ******** - Issue: Door panel is warped. One side closes and the other does not - Photo: Please see referenced photo Item: ***** - Issue: Crooked hung doors and does not close properly - Photo: Please see referenced photo Item: ******* - Issue: Bottom door is not hung correctly. Top drawer is crumbling and uses bad wood. The other two draws were not glued / sealed correctly - Photo: Please see referenced photo Photos attached. We contacted Home Depot and our rep **** *** ************ ext *** to inform her of the issues. She then has been communicating with Masterbrand/ Thomasville on our behalf (emails attached). Masterbrand/ Thomasville has been slow to respond and with no help this far. *** ***** is the Masterbrand/ Thomasville rep Home Depot has been in contact with. I’d like Masterbrand/ Thomasville to replace the cabinet order we have purchased. The quality is unacceptable for the amount of money we have paid.

  Business response

  06/07/2023

  Dear BBB,

  Thank you for notifying us of the complaint #********.  We apologize for their experience as consumer satisfaction is very important to us.  A drawer box has been reordered and delivered to the homeowner on 5-3.  I am reaching out to the consumer to address their other concerns.

  Regards,

  Consumer Affairs

  MasterBrand Cabinets

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought cabinets. 1. Peeling non matching color. Poor quality . Broken cabinets. Non matching doors. Non matching trim

  Business response

  01/05/2023

  Business Response Dear BBB, Thank you for contacting us regarding Case #XXXXXXXX. We have reached out to the consumer directly to work towards a resolution. Please let us know if you have any questions. Sincerely, Consumer Affairs MasterBrand Cabinets Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) No one reach out to me Business Response Hello, WE sent an email on 11-21-22 to *********@aol.com asking questions for us to be able to better assist her and understand her issues. If she could please email us back we can determine on how to assist. Regards Consumer Affairs MasterBrand Cabinets, Inc. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Can you resend email I did not receive it. I will answer all questions thank you Business Response Hello, The consumer has reached back out to us via email and has answered our questions. I have reached out to her again and will work directly with her to resolve. Best Regards Consumer Affairs MasterBrand Cabinets Consumer Response this should not be closed yet the cabinet manufacture has came to the house and acknowledged the responsibly and agreed to fix but has not yet i don't want closed until resolved Business Response Dear BBB, Our sales representative has visited the home and inspected the cabinetry. Rep has agreed to place an order for several parts and the order is in progress. We will continue working directly with the consumer until resolution. Best Regards MasterBrand Cabinets

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩