ComplaintsforClosets by Design Phoenix

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I spoke to someone today June 4, 2024, from Closets by Design ************. I did not get their name; Caller ID states ********************* they said they were from ***************** The person (female) stated that they could not return my deposit, because more than three days had passed since I gave them the check. She did say they were ready to schedule me for an installation date. I stated that I wanted to see a CAD or picture of what the closet would look like. She said that they do not do that until after the installation date is set and it's in production. I explained that this did not feel right, because I have always received a CAD picture of the cabinets prior to installation and sometimes even before I had given the company a deposit. I honestly feel I was bamboozled. I also felt that if I gave them anymore funds the situation was only going to get worse. Their advertisement states that they give free estimates and consultation. That did not happen. See attached documents. Ms. ******* told me I had to paid $1553 in order to hold the discounted price. However, this is not true because the same discounts were being offered two months later. Note date on newspaper advertisement, March 6, 2024, and the date on Email advertisement, May 3, 2024. Please see attached documents for verification of the above statements. Also please let me know if you need any other information. I truly wish to resolve this amicably and as fair as possible for all concerned.Thank you, ******* ************ home--no text

  

  Business response

  06/05/2024

  We have done everything possible to move forward with the project. However, it's clear this client is not willing to continue. We will give her a full refund of her payment once she has signed a Change Order releasing us from our contractual obligation.

  Customer response

  06/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is my 2nd complaint about this company. Please see #******** for the beginning. Someone was supposed to come repair my closet today from ****a. He called at 954a stating he wouldnt be here until 2p. Then call and said he couldnt make it until 4p. He called again at 530p stating he just looked at my order and saw it was going to be a 5 hr job so he's going to have the office reschedule me. This is after I had to contact the BBB just to get someone to contact me to get on the schedule for someone to come out here and fix what was not installed correctly the first time. After speaking to ***, who wasn't very accommodating, telling me everything CBD couldn't do regarding my inconvenience and nothing they could. I have been without a useable close for over a month now and y'all have over 1/2 my money. I am not happy with this business, ***, the girls that answer the phone, or ******* who sold me on this janky company. The closet looks like c*** and Ive been living out of my guest room. I am not paying another dime to this company for this closet. You all are not taking into consideration the time I had to take out my work day for this morning and then this afternoon. I lose money with my clients when that happens! Now I have to take another day to have someone else come out here to fix this cheap closet!? Then all *** wants to offer is a tie or belt rack but never bothered to return my phone call!? But cant compensate me for my time, inconvenience, poor installation, bad product, terrible customer service, unacceptable communication, and untruthful staff!? Very unacceptable and I am highly disappoint!

  

  Business response

  04/13/2023

  We apologize for the inconvenience and have a scheduled service to address the issues on 4/19/23.

  Customer response

  04/15/2023

  CBD lacks communication. They only responded when I got BBB involved. I called the office, left a voice mail and sent an email and no one bothered to respond to me and still hasn't. That was asked of them in both communication methods. I only got a call from some random person to reschedule the installation. No apology or acknowledgment of what's happened. There is no accountability or sympathy for me being without a closet for this long, the janky job that was done in the first place, or the time Ive had to take off work to accommodate these appts or lack thereof. To not offer me anything as an inconvenience or to tell me what they don't do ***** I feel is bad business. Then to say she would talk it over with someone and call me back, then not follow through is even worse. I actually canceled another company to go with this one and I swear I regret it every time I look at the unusable closet I don't like. 

  

  Business response

  04/17/2023

  We have serviced this customer on the 4/12 and have another service scheduled for  4/19 to address the issues

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* came out to show me the product. Decided to go with them to install my master closet. That was in Feb, had to call for install date 3/23. Pieces didnt fit; they cut them in my garage. Once finished, the guy told me they didnt have all the parts and he put in a request for them for next day. He said the closet was stable and I was good to hang items. When they left, I thoroughly inspected the closet and saw a lot of imperfections. **** job putting it up and materials were damaged. Noticeable glue spilled, scratches, smearing on drawers from cleaning solution that wont come off, hardware scratched, chipping, peeling, over drilling drawer holes, holes not drilled all the way in, missing 3 shelves, toe kick and another piece. Looked like I got it from ******* on clearance. I contacted CBD and spoke with *****. I first asked about my missing shelves/toe kick. Went from being delivered right away to not until the following Thursday because no one was coming out by my home. I told her about me being disappointed in the closet. She asked for pictures which I sent. That was a Fri and Monday I heard no follow up on if they received my email. I call and get the run around. The VPs going to call, shes busy, has a list of people to call back, etc. I text ******* and tell her how unhappy I am with the product she sold me and stood behind. Her response which upset me, Hi ****! Im so sorry to hear about this, how frustrating! Unfortunately I noticed that CBD was not delivering what they were promising. I no longer work for them but please be on them about this. I sent you over the office phone number so keep demanding they fix the chips if thats how they brought it in. I would also write a review. VP never called but a guy came out to assess damage and said the girls would contact me to schedule a time to fix it. No one has called me. I called, they said someone would reach out because she didnt have access to their schedule. Ive heard nothing, still no working closet.

  

  Business response

  04/07/2023

  We are actively working with the customer to ************************ and replace any damaged or improperly installed units. We stand behind our product and installation. Tell us why here...

• Initial Complaint

  04/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had an appt with *************************** in Nov 2021 at my Elm St home for doors for my laundry space. She designed 2 doors. I paid $1000 on my credit card as a deposit. The 1st installer who visited said measurements were wrong and he had to remeasure. After he remeasured, he said to contact them when the appliances are delivered. Appliance delivery was delayed due to Covid. After delivery, called and scheduled. The 2nd installer stated the measurements were wrong and that another designer needs to visit. I met with ************************* on Nov 18, 2022. ****** redesigned the space and told me that she will return to the office and schedule an installation date. I told her to schedule the week of Jan 23rd. I was not contacted. I called the office to schedule for March 13th and was assured that this would not be a problem. On March 13th, I received a call from Closets by Design's office that they did not have the doors cut for my order and needed to reschedule me. Rescheduled for Sat March 18th. On March 18th installer, ************************* informed me that he could not perform the installation. When I saw the plans, he was using ******************************* original plans, not *************************' plans. He said he didn't know of ******'s plans so I emailed them to him. He said I would receive a call the next week. When I spoke with ****** the next week I explained that I want to cancel my contract and requested a refund. I stated that the card I used is no longer available and I would need a check or an alternative. After speaking with ************** spoke with a manager named ***** who asked if they could visit again. I said no; that it doesn't make sense for 5 people to come out for a space that is 32x80. ***** stated that the managers who could approve a refund were in ********* at a convention. I called for the next two weeks after that regarding my refund. When I spoke with ***** on March 30th, she said she would call me back after speaking with the managers. I have not received any contact.

  

  Business response

  04/03/2023

  We will refund the entire customer amount.

  Customer response

  04/03/2023

  I will accept the refund only when I know specifically how it will be disbursed (via check or alternative).

  If it is to be disbursed via check, I would like to know when I can pick it up directly.

  Once I have this information, I will accept the refund. 

  

  Business response

  04/04/2023

  Customer will receive full refund

  Customer response

  04/04/2023

  I received a call from ***** that a check will be issued and mailed. 

  I requested that this check be issued and I will visit directly to pick up the payment.

  Once I have been informed that the check has been issued and has been successfully cleared I will accept this reponse. 

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/20/2022 Date of contract Price paid was $16,900.00 When placing the order, the representative for the company, *****************************, asked if I wanted backings on the closet organizers. I asked what the difference was between with and without. She said the only difference is that I would be able to see the wall behind. I opted for no backings. When the organizers were installed, there is a gap between the organizer and the wall into which objects can fall. I contacted Closets by Design immediately and was directed to ******. He was to talk to the Design Management and get back to me. That was on December 28, 2022. I have called since that time to talk to him. He is always unavailable and even though I leave a message, he doesn't respond. I don't know how to resolve this when no one will talk to me.

  

  Business response

  02/06/2023

  As always we will address any workmanship issues. However, the reason for backing is to eliminate the small gaps common when straight panels are placed against uneven walls. Your pictures are helpful. Indeed some gaps appear excessive. Our installation manager will reach out again to explore options. 

• Initial Complaint

  01/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Poor quality if material in a very expensive desk installation. I barely bumped the counter in two places and Formica on installed desk chipped off. I have contacted the company numerous times with little response. They finally sent a crew over 3 weeks ago to take pictures and measure and heard nothing since. I have called and emailed numerous times with no response. The product has a warranty they are not honoring.

  

  Business response

  01/27/2023

  The issue here is that the product was delivered without the damage and the damage occurred after installation. If Closets by Design did not damage your counter top then we are not responsible. If the counter top was installed with the damage, then we are responsible and will address the issue. However, as you state you "bumped into" the counter and created the damage then we will be happy to provide a quote to repair the damage that you made to the countertop. 

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Closets by Design last September to install a closet system in my master closet. The install date was Feb. 1, 2022. The install was incomplete because doors that were ordered did not fit the design structure, several trim pieces were missing, and drawers were not properly aligned. They reordered to give me doors that would fit the cabinets and trim pieces. Meanwhile, several door push-openers stopped working. Fast forward to now, one year later from the order date. They have made 5 appointments with me in the intervening months only to cancel within the time window because they "did not look at the doors and they had not been made to fit my cabinets" or "the trim pieces did not arrive." Every time, I told them not to call to make an appointment unless they actually had eyes on the pieces to ensure they were correct. This week, they had made another appointment. When no one arrived, I called and was told that they had changed the date, without my knowledge to one I had neither approved nor could keep . My closet is not finished, the repairs unmade, and I conclude that this company is incompetent and does not care about wasting customer time or finishing a job.

  

  Business response

  10/11/2022

  We absolutely care about completing our work to contract. We have made 7 service calls to address your issues. As of today, your record shows that you job is complete and that you also received compensation for the inconvenience. 

  Customer response

  10/11/2022

  While you did make that many calls prior to completing the job, your tone infers that I was at fault. However, your staff and/or the supplier were the problem. Mismeasurements, hinges drilled in the wrong place, making appointments before checking the actual materials, all of that was on your end. Inept front office and supplier are the root of the problem. I was more than patient, having to wait from Feb. 1 until this past week for you to get it right. The job is finished but this scenario was avoidable if staff had been constant (instead of people leaving the company), someone carefully checking schematics, and riding suppliers. 

  

  Business response

  10/12/2022

  There is no tone suggesting you are at fault. We are addressing your concerns and will fully comply with our contractual obligations.Tell us why here...

  Customer response

  10/13/2022

  Yes, while you fulfill your contractual agreement, it would be better customer service to hear acknowledgement of the flaws in your system that exacerbated the problem and how you plan to fix them.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with Closets by Design on May 26,2022 for a crafting table and desk. *************************** was the salesperson who visited with us in our home. We agreed to pay $8324 for the desk and craft table combo. Installation was scheduled for August 3 and 4th. The installers showed up on August 3 and put the base cabinets in, which was about 2 hours. I asked why they just did not finish it. The advised they did not have enough room in the truck for all of it. I found this odd since we live about 70 miles from CBD. They said they will be back the next day and they did come with terrible news. They did not have the counter top as it was not ordered. They put the final touches on the drawers and cleaned up and I asked who I can call to get an update. I spoke to ***** the installation manager. He was no help, he tried to blame it on his vendor and I told him CBD should have followed up. I asked how long will it take to order a new counter top. He said he had no idea. I said, would it be months, weeks or days. He would not provide an estimate. I called the salesman, and he left the company. In the coming days, I called *****, ******************* the owner and **** another installation manager and no call back. It was unbelievable they would not return a call. This company has no customer service skills. I had to find ******************* email via the internet as they would not provide it to me. One week later, I emailed *** and he did reply and set up a tentative date of August 24. They did the install and the end product was adequate. I asked *** for a price reduction of 10% for not ordering the countertop from his vendor, he did not respond. Customary for the lack of customer service that was provide. My home was a mess for 3 weeks with furniture all through the house waiting for the install. CBD took no responsibility for the 3 week delay. Our friends and neighbors asked who installed it and we would not tell them. I would never recommend this company to anyone.

  

  Business response

  09/29/2022

  We certainly could have improved the communication. Closets by Design is not immune from supply chain issues. However, the work was completed per the contract. We regret any inconvenience resulting from the delay.

  Customer response

  09/29/2022

  CBD did not experience supply chain issues, they did not order the counter top. The communication was poor at best. They did complete the job, but three weeks late. That meant nothing to them. A terrible experience. 

  

  Business response

  10/03/2022

  We regret any inconvenience the delay may have caused.

• Initial Complaint

  07/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unfortunately this is the second time we have dealt with this company and things have only gotten worse. We had our original closet installed in November of 2017. We decided that we wanted to upgrade the drawers and add a built in dresser on the back wall. We met with the designer ************************* on 2/24/22 to discuss the changes we wanted make. We put a 50% deposit down on 2/28 of $5,075. I added some crown molding on 3/15 for $510. Our install date was set for June *****. The installer arrived on the 13th as planned and began working on the closet. That evening I noticed that the dresser height was taller than the design and the doors for 2 existing cabinets where also too tall. On the 14th when the installer arrived we informed the installer of the issues and he was able to address the cabinet configuration minus the doors. Before the installer left we were informed that the glass cabinet doors were not in, they didn't bring enough baseboard to cover the new dresser, and there was a bubble in the door for the hamper so the entire thing wasn't installed. At the end of the 14th we were left with an incomplete install and for us to call the company to fix the issue. The company took the remaining balance of $5,585, which we had our credit card company put a stop payment on. We were told to call **** the install manager and every had time to leave a message or where told he wasn't in the office. On 6/23 I received an email from ********************* stating that they had reviewed the install issues, found the problems were with the designer and the *** team. He re-ordered the 2 drawers, 4 doors and stated that it usually takes 3 days for them to ship from the manufacture. I responded 2hrs later informing ***** about all the other issues, like the hamper, valet rode and the dresser height. On 6/27 we agreed on the adjustment to the dresser and I haven't heard anything since. I reached out via email to ***** on 7/13 a month after our install and haven't heard anything since.

  

  Business response

  07/26/2022

  Our DECO door vendor has been experiencing supply chain issues and we were notified last Friday that the entire plant is shut down until further notice. Rather than wait, we went ahead and scheduled 8/26/22 as a service date to complete the work. Hopefully our vendor will have recovered by then. If the material arrived earlier, we will make every effort to move the date up.

  Customer response

  07/27/2022

  While I understand supply chain issues are outside the company's control, putting a place holder install date with the hopes that the factory re-opens and the supply chain issues are fixed doesnt fix my incomplete closet. What is the plan after end of August comes and go and the factory is still closed?

   

  Having to submit a claim to BBB to get a response and a targeted install date is unacceptable and disappointing customer service.

  

  Business response

  07/27/2022

  Customer said they are available for the service date provided. We will correct the issues at that time.

  Tell us why here...

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jan 31 2022 Met with Designer ******* at our home..Placed order # ***** for custom closets in master bedroom, sewing room, and pantry.Put a 50% deposit of $3700.Given install dates of June 13 & 14 2022.June 13 2022 - Installer arrived at 1:00 pm.Began installation of master bedroom closet.Installer informed us that he didn't have the 3 deco drawers we ordered. He said they had shipped Thursday or Friday, June 9th or 10th, but didn't know when they'd arrive.Installer left at 4:00 pm.June 14 2022 - Installer arrived at 10:00 am Continued installation of master bedroom closet but couldn't complete because of missing components. Installer began work on sewing room closet. Installer informed us that 7 pull out shelves were not delivered.Installer informed us that he couldn't install a divider in the closet until the pull out shelves arrived.Installer did not install the valet rod that was ordered.Another installer arrived at approx 2 pm.The installers started organizing to begin the pantry install.At 2:45 pm, the original installer informed us that they were leaving because they didn't have all the material for the pantry, and they weren't sure what the material they had was for. Nothing was installed in the pantry. When asked when they were returning to finish the job, he replied he didn't know. Installer gave me the name and phone number of the installation manager, ****.I called **** immediately, left a voicemail that went unanswered. I called and left voicemails for **** again on June 15, 16 & 17. He didn't return any of them. I called the office twice on June 16 and spoke with ********. She told me **** was on the phone and he would return my call. He did not. I called the office on June 17 and spoke with ***. She said she'd have a new employee, *****, call me June 17 or 20th. He did not. I emailed CBD through the BBB website on June 20th. I've not received a response.

  

  Business response

  06/22/2022

  We recently increased the size of our service organization to address this very problem. Those resources are on board now and we will reach out today. With regard to the availability of the material. we are currently experiencing supply chain issues from many of our suppliers. We consistently request updates and track delivery to the best of our ability. We share your frustration. However, we are, as always, dedicated to fully completing your project regardless of headwinds working against us.

  Customer response

  06/24/2022

  This response only addresses the non-delivery of the deco drawers for the master walk in closet. There are also pull out shelves, a valet rod and a divider in ***************** that have not been installed. The pantry has not even been started. I spoke with **** on Wednesday June 22. He set up an installation date and time of June 24 @ 1:00 to finish the installation with the exception of the deco drawers that haven't been delivered to CBD yet. At 1:30 on June 24 I contacted CBD because no one had shown up to install. I spoke with ****. He informed me that the installation couldn't happen at this time because a major component for the pantry wasn't available. We now have an installation date of June 30th. I'm keeping my complaint open with BBB until my installation is complete.

  

  Business response

  06/24/2022

  We have another service schuduled for 6/30/22 to address her issues.

*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. ↩