The RTA Store — Local services in Town of East Fishkill

Update to the owner: I did report a lot of these issues to the claims dept. Your timeliness of replacement items is horrendous. I waited three weeks for replacements only for them to be the incorrect replacement or more damaged than the original and not all parts sent. I am to wait three more weeks for you all to get it right when I don't have a kitchen because the claims person needs to get approval for the replacement???? We will make do with the items we have.

The point of my review is your cabinet boxes are shoddy and not worth the money. I did file a complaint with Meghan in the claims department. She was wonderful, unfortunately, she is the middle person and can only rely on the warehouse to do what is right. I told Meghan I am done with RTA and we will figure out the rest of the issues on our own. I'm tired of dealing with your company. The warehouse seems to be the problem.

I did get a refund for the crown molding and the assembly fee for three cabinets. I will not buy cabinets from the RTA store and I would highly advise everyone to buy locally and not have items shipped from a different state.

Original review:

I thought I would be happy with these cabinets. The face frames and doors are the only nice thing about these cabinets. The actual cabinet boxes are poorly made. The paint chips when you put the shelves in and on the sides inside and outside of the cabinets. I ordered preassembled cabinets. What a joke! Don't waste your money. The cabinets were put together so badly that we had to loosen all the screws and pull the face frames up or push the side down to be flush on top. Granite would have not been on a level surface. The crown molding for the top of the cabinets was so warped it could not be used.

They make are really big deal of checking the cabinets for damage during shipping. The only damage to our cabinets was not from shipping but poor workmanship. The bottom of the big drawer was warped and cracked. The hinge hit the Lazy Susan when the cabinet was opened, there was a gap in the wood in the Lazy Susan, and the magnet was broken. Another cabinet hinge was originally put on the wrong side and changed over to the correct side and one of the hinges would not screw in far enough to hold the hinge in place and was very wobbly when you opened and closed the door. None of these cabinets should have left the warehouse in these conditions. The corner cabinets could not be raised or lowered enough to have the doors even with the rest of the cabinets, hinges not placed in the correct spot.

We waited an additional three weeks for the replacements (I was told that replacements don't take as long as the original shipment, ha - took the same amount of time) only to find the cabinet face would not fit because there was a 1/2" piece of wood that they only had a 3/8" space to fit into. The replacement Lazy Susan had paint chipping. They did not include the magnets or the replacement hinge. I told them not to replace the warped wood, it should have never left the warehouse looking like it did. I was told they would have to see if they would make an exception to get a refund. Really??? I am getting the refund but can't believe it had to be an exception.

Buyer beware! There is a reason they do not put real pictures of cabinets on their website. That should have been...

We ordered cabinets from RTA Cabinets on August 7. As of August 26, we still do not have them. Our project has now been delayed, directly impacting our business and livelihood, despite paying $300 in shipping for what should have been a straightforward delivery.

RTA’s chosen freight company, TForce, has been unresponsive and dishonest from the start. Calls to the warehouse went unanswered for days, even TForce’s own customer service couldn’t reach their warehouse during business hours, and when we finally got through, an employee admitted they were intentionally not returning calls to customers because they were too backed up. Our shipment sat in their terminal for nearly a week with no confirmed delivery window. On top of that, TForce falsely reported to RTA that we had declined a delivery appointment and requested dock pickup which is something we never said. We clearly stated in writing: if Friday wasn’t possible, delivery needed to occur on Monday, August 25.

Our RTA account advisor, Cynthia M., was polite but unable to resolve anything. To make matters worse, Brenda C., the Senior Manager of Shipping, initially tried to place blame on us by claiming we had requested a warehouse pickup and then changed our minds to residential delivery, which was completely false. On Monday 8/25 at 12:18 PM, Brenda told us our order was “confirmed to be on the truck” and scheduled for delivery Tuesday 8/26 between 10 AM–5 PM. The next morning at 8:47 AM, she wrote that TForce was “loading the truck” and that she had requested priority placement. By 10:17 AM, she emailed again with a “confirmed” delivery window of 1–3 PM, promising the driver would call one hour before. At 1:34 PM, when nothing had arrived, we followed up. Fifteen minutes later, Brenda told us the order had been “misplaced,” only to later claim it had been “found” and now “guaranteed” for delivery the next morning, Wednesday 8/27 between 9–10 AM.

But here’s the truth: when we went to the terminal ourselves to pick up the order, the dock worker told us matter-of-factly: “Oh, that wasn’t going out until Friday. Glad you’re able to pick it up today.” This means every single update from RTA’s Senior Manager of Shipping, “on the truck,” “being loaded,” “confirmed for 1–3,” “misplaced but found, guaranteed tomorrow” was a complete lie. It is one thing to deal with freight delays. It is another thing entirely to be blatantly misled by the very company you paid. The lack of transparency, accountability, and professionalism is staggering. It is frightening that a manager would lie so freely, over and over, with no regard for accountability or professionalism.

RTA has now offered a 25% discount, but no amount of credit makes up for the wasted time, the dishonesty, and the damage to our schedule and reputation with our client.

This has been the most unprofessional supplier and shipping experience we have ever had. We will never contract with RTA again, and as active members of national and local remodeling associations, we will be sharing this experience widely. Avoid this company. What you think you save in cost will ultimately cost you far more in delays, wasted time, and...

If you need your cabinets in a reasonable amount of time, don’t use The RTA Store!

The design team was great and they were the only thing that gave me the confidence to purchase here. However, they did mess up on one of the corners. They should have given me a corner cabinet and instead I have this funky set up that is hard to access in one of the corners. Other than that, the cabinets are great but that was not the problem.

It was delay after delay. First, they have a “sale” every weekend so if something happens in your design where you have questions, the design team is closed on the weekend and you have to wait until Monday. Then you can’t purchase because the sale is over and you have to wait until the following sale. Seems a little ridiculous. Also, the design team is on the east coast so after about noon pst, you are basically waiting until the following day to get any questions answered.

Then when you purchase, the real delays start. 10-20 BUSINESS DAYS just to start to ship. Mine took at least 20 business days to start the shipping process. Then another 7-10 business days to receive the cabinets. So don’t expect to see your cabinets for at least a month after you purchase them. This was also miscommunicated to me. Their estimate was off by 2-3 weeks. On delivery day, the window was from 10-1pm. Driver arrived at 4:30pm. I waited all day in the parking lot of our rental property. Delivery is only curbside delivery.

After installing the cabinets, we realized that we had mis-measured by 1/2”... our fault... we forgot to account for the wall we needed to expand after plumbing was re-routed. So, I wanted just one more cabinet and even though they had the cabinet in stock, they were unable to ship it to me for 45 days because this particular line of cabinets was now on backorder. This whole fiasco was poor communication throughout as well. There were 4 departments I was dealing with to try and get this one cabinet shipped to me. I was even willing to pay expedited shipping via UPS, FedEx, etc. It was very confusing because one dept doesn’t know what the other is doing. I was working with customer service, the design team manager, the backorder team and the manufacturer indirectly. Finally, we said forget it. I shopped around locally and then my contractor figured out a way to make it work. Not the ideal situation but we had a tenant moving in and we certainly didn’t have 45 days to wait.

Because of all the delays and miscommunication, I will not be ordering from here again. Also, the cabinets were not as inexpensive as I was led to believe. Don’t be fooled by the pretty little design that they do for you. Use a local company that you can visit and have complete access to if you need it.

They have great potential to be a great company but poor execution in the details. Just...