About Us
Services Provided
Cabinet Sales
Areas Served
Ambler, Ardmore, Audubon, Bala Cynwyd, Blue Bell, Broomall, Bryn Mawr, Camden, Chesterbrook, Collegeville, Conshohocken, Drexel Hill, Eagleville, East Lansdowne, East Norriton, Evansburg, Flourtown, Glenside, Gwynedd, Highland Park, Horsham, Jenkintown, King Of Prussia, Lansdowne, Lawrence Park, Maple Glen, Millbourne, Narberth, Norristown, North Wales, Paoli, Penn Wynne, Philadelphia, Plymouth Meeting, Radnor, Skippack, Springfield, Trappe, Trooper, Valley Forge, West Conshohocken, West Norriton, Willow Grove, Wyndmoor, Yeadon, Lederach, Gladwyne, Gwynedd Valley, Villanova, Wynnewood
Awards
Inc 500/5000 List of Fastest Growing Small Businesses in The U.S. for 2012, 2013, & 2014 Philadelphia 100 List for both 2013 and 2014 Best of Houzz, Customer Satisfaction Award 2013 Best of Houzz, Customer Satisfaction Award 2014
Category
83 Projects
Business Details
Business Name
RTA Cabinet Store
Phone Number
+1 610-337-5934
Website
Address
6 Union Hill Road
Conshohocken, PA 19428
Typical Job Cost
USD 1,500 - USD 7,500
Followers
Credentials
RTA was a pleasure to work with. From the online design portion to working with Eric in the showroom, the process was easy with all steps laid out clearly. Eric helped us out a lot with a few tweaks and options for the cabinets.Read Full Review
110 Reviews for RTA Cabinet Store
Thank you foremost for your business. I see where you filed a claim for incorrect cabinets being received which we did verify was due to a website error which was fixed. You absolutely will not be responsible for any shipping charges to return something that was due to our error. I do not see where any cabinets were shorted, although you did contest the arrival of two dishwasher end panels which you confirmed did in-fact show up on your original order. I also see where claims confirmed they would replace the light rail that was scratched up. Claims will be reaching out to you tomorrow to verify if anything else will be needed. Again, we thank you for your business, appreciate your feedback and will do a better job in the future because of it.
While we always enjoy reading a good fictional drama, we would be doing ourselves and the general public a total disservice if we didn't list some actual facts to accompany your allegations.
We received your claim 12/11/16 - when asked if the side panels which did have scratches from transit would be visible, you indicated they would not, but you were concerned that if the layout was ever changed, they may be exposed. Why would the layout change after they are installed unless you remodel the kitchen again?
You filed an additional claim stating that a screw broke off in your face frame and sent a picture of such - Why were you trying to put a screw in your face frame? Are we responsible for your lack of knowledge on how to drive in a screw? You keep saying the product is "not hardwood and you can dent it with your fingernail", yet it broke a screw as you tried to drive it into the frame.....WEIRD!
You filed a claim for the wood splintering - but it splintered because you drilled a hole through it with a paddle bit or holesaw - and it's our fault once again because you aren't capable of using a holesaw properly?
You complained that the door splintered when you tried drilling it for hardware - which it did - and once again its our fault that you tore through the door and even drilled it through the wrong side? (pictures attached)
You asked for a video on how to drill the cabinets on January 19th...AFTER you attempted to drill them and failed... and complained when we provided you with a video on youtube on how to drill for hardware. You indicated that the video "came from Menards and not our company" - because that matters?
You indicate " The cabinets did not even withstand careful assembly. In one case, the fabric from a shirt brushed a cabinet piece and the finish literally peeled right off the wood.". Either your tee shirt is made from a chainsaw, or maybe that actually didn't happen?
We certainly want to provide each and every customer with the best possible experience and we understand that frustration and tempers can run high during the claims process so we do try our best to make the experience as painless as we can. We are sincerely sorry that your expectations exceed your skill level and reality and we hope you have better success with any future kitchen projects you may do.
In regards to the instructions, yes the factory has some work to do on the actual assembly instructions, but that is why we have instructions made by our kitchen designers loaded into the website. Please let us know if you still need instructions, and we can send them over.
In regards to the nicks and bends, we have a claims department that would be more than happy to replace anything that is going to be visible upon installation. Did you reach out to them with any parts that were damaged?
The 3 drawer cabinet you referenced overlapping....we have never had that problem. If you want to send some pictures to cuatomerservice@rtacabinetstore.com, I am sure we can identify the issue pretty quickly and have the drawers adjusted without any changes to the cabinet.
Sincerely,
Gary Nealon
gary@rtacabinetstore.com
As you can imagine, with any holiday sale we get an influx of people looking for design help, especially since it is a free service. While we could easily charge for the service like Home Depot or Lowes, we offer it free as a courtesy to our customers. We also have a custom built kitchen design tool in the website that can be used to ensure that your order is accurate. We process 500+ kitchens per day during a holiday sale, so you can imagine that our designers are pretty busy. I am sorry that you sent your design to the wrong company and never heard back from them, but I don't see how that is our mistake. If I am missing something, I would be more than happy to discuss if you want to email gary@rtacabinetstore.com
If you read the other reviews about Ethan, there are nothing but praises for him. He works very hard and can only provide an accurate layout when accurate dimensions are provided. In terms of correspondence, as you can see by the numerous emails that I sent you, follow up and customer service is a very high priority for our company. We ship a large volume of kitchens each week, and we do our best to ensure that each and every customer has a great experience. I attempted to help rectify the situation, but it appears you were more interested in copying and pasting your email anywhere that you could find an outlet.
We are certainly not perfect, and I will openly admit if we make a mistake, but some of your statements are not based upon facts, which could be easily proven but you chose not to. As I stated each time in my emails, we want to make sure every customer is happy with their experience, but you offered no resolution.
**** Follow up to original response: ****
Again, I am not blaming you for anything, but you refuse to cooperate to help get to the bottom of why you are upset. You seem to be distorting the facts which I can easily show via communications. You inquired about a FREE touch up kit because your contractor insisted that it should be included. What I stated was that most contractors do not need a touchup kit, and we have never included them with an order. They are readily available on our website, but most of our customers never need them. I understand you are upset, and we have attempted on numerous occasions to work with you, but you seem more focused on inaccurate facts, rather than coming to a resolution so that you can have the kitchen of your dreams. Again, I am more than willing to help.
Thank you for the positive words. I will make sure that I pass it along to Ethan. We would love to see your kitchen when you are finished.
Sincerely,
Gary Nealon
I am sorry to hear about the delay with your order. Unfortunately with the Chinese New Year and the factories shutting down for several weeks, all the containers that we expected to arrive last month were delayed. While we try to give the most accurate information as possible, we are often at the mercy of the container company and how long it takes to clear customs (transit times can vary by as much as 2 weeks when dealing with ocean containers). I just checked with the warehouse and I am showing that a BOL has been made for your order and it will be ready for the carrier to pick up today. We apologize for the delay with this order, but this is one of our most popular cabinet lines and it has been hard to keep this product line in stock (no matter how much inventory we bring in). I will confirm with customer service that it has left as soon as we get the tracking number from the trucking company.
Sincerely,
Gary Nealon
RTA Cabinet Store
www.rtacabinetstore.com
3/18/14 - Todd-
I see where you noted you received your cabinets. Glad to hear they arrived. Let us know if you have any other issues. Hopefully you will reconsider your initial review.
Sincerely,
Gary Nealon
RTA Cabinet Store
www.rtacabinetstore.com
Sincerely,
Gary Nealon
RTA Cabinet Store
www.RTACabinetStore.com
Generally speaking, when a customer submits a design or layout that has already been created, we use that design to select the cabinets, so we go off of what has already been provided. If you submit just dimensions of the room, we would provide an aerial view of the kitchen from our design tool. I am not 100% sure what you submitted, since I don't know what your order number is, but if you submitted a drawing of your room with the cabinets already laid out, we would have just used the cabinet sizes that were already selected.
Over the Christmas and New Year's holidays, most of the factories shut down, so unfortunately there is a two week delay during this time frame that no one can control (I am not sure how that would make your kitchen unusable for 4 weeks, but if I had more information about your order, I could try to help). We have a very easy claims process if something is damaged or missing. All you have to do is log into your account, select the cabinet(s) that were damaged or missing, add pictures if damaged, and hit submit. We have a claims department that handles the process.
If you can please respond with your order number, who you dealt with on the layout, and what cabinets were incorrectly supplied, I can do my best to help you get this resolved (otherwise, I can only speak in general terms about our policies). We handle over 200 kitchen orders a week through our website, so if there was a problem in the way your order was handled, we certainly want to make sure we correct it.
Sincerely,
Gary Nealon
RTA Cabinet Store
www.rtacabinetstore.com
As you mentioned, the basic oak (which is our entry level cabinet), is not manufactured by us. GHI is the factory that it is produced at, and we buy it through another company. All of the cabinet lines that we manufacture ourselves, have higher grade materials - hinges, drawer glides, and construction. The basic oak versus the premier oak, is traditionally used by contractors and large rental property buildings. While we do not control the quality of these cabinets, we will most definitely address your concerns with the factory and see if we can get any changes made. While we do our best to ensure that what we have on the website is accurate up to the minute, it is some times hard to forecast when an item will be out of stock and in some cases an item will end up being back ordered. While we obviously don't want that to happen, it does occur about 6% of the time, and most backordered items are not out of stock for more than 2 weeks (so we apologize if this casued any issues).
Dealing with the trucking companies can be a difficult thing. Since we, like most cabinet companies, use third party trucking. I am not sure why it would have sat at their facility for a week, but if you can email me more specifics (gary@rtacabinetstore.com), I would like to find out some more information about WHY it wasn't delivered in a timely manner. We re-evaluate our carriers every year and these issues are addressed in the performance.
I am glad to hear that you had a good experience with our customer service. We want to ensure that every customer has the best experience possible, and in cases where there is an issue or back order, that we communicate it as quickly as possible and try to come up with alternatives or solutions.
We take all feedback (good and bad) and try to make sure that we improve upon the processes we have in place. If there is anything else that I can do, please email at the address I mentioned above.
Sincerely,
Gary Nealon
President
RTA Cabinet Store
www.rtacabinetstore.com
We use 3rd party carriers (like most companies do), so unfortunately even when we communicate the information properly it doesn't always get carried out. All of our carriers are required to call and set up an appointment for delivery, so if they didn't, please let us know which carrier was so that we can address it with them directly. They should have given you the opportunity to pick a day/time as to when to accept delivery which would have given you a window and plenty of time to get there. So please let us know who delivered and we will use it during our carrier evaluation.
In terms of communication, we have an automated system that notifies you when the order is confirmed, and when it is shipped, providing you with tracking information.. we also have a system set up to notify you if something is backordered or going direct. If you did not receive these notifications, please let me know since that means they were caught in your spam box or sent to an invalid email account.
In terms of the parts, they were most likely backordered, which we would have sent them to the delivery address that we were provided. In some cases, if they are not products that we manufacture they will be sent straight from the manufacturing facility. Not sure what the items were, but I can look into it if I have your order number. It sounds to me like they were just send direct (possibly Rev-A-Shelf items).
Not sure which cabinet style you selected, since it wasn't left in your comment, but all of our cabinets feature 1/2 or 3/4" plywood sides, which is standard across the various RTA Cabinet lines depending upon the level of cabinet you selected so it isn't any thinner or less sturdy than everything else on the market.
We shoot for 100% customer satisfaction and would have certainly tried to make sure you were happy had you contacted us directly. If you wish to speak about your experience further, please feel free to contact me at any time gary@rtacabinetstore.com . You didn't leave a name, contact information, or order information so I don't have a way of contacting you directly.
Sincerely,
Gary Nealon
RTA Cabinet Store
www.rtacabinetstore.com
In regards to the replacement parts that you mentioned, I see in the notes that you filed a claim on the 21st but didn't supply the pictures and remaining information until the 25th. The replacement parts did take longer than our standard processing time because we had to get them from our other facility, so I definitely apologize for the parts taking longer than they should have. In most cases, we send them out within 2-3 days since we pull them from our stock at our Conshohocken facility. That being said, the parts were shipped 3/12 and the tracking information was forwarded as soon as they shipped.
While I can appreciate your affinity for Cabinet Giant, I can assure you that you wouldn't have the same experience with us again if you tried us for your next order. We stand behind our product and our customer service and try to give each customer the best experience possible. If you didn't receive your tracking numbers on the parts you ordered, let me know at sales@rtacabinetstore.com and I will forward them to you. For your frustration, if you reach out to me I will add you to our contractor program which will save you 10% on all future orders.
530 Comments