ComplaintsforClosets By Design

• Initial Complaint

  06/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  on February 6 2024 the closet by design representative come out to measured our garage, showed brochures of sample designs, i dont understand why it takes 8 hours to do the designs. at that time It is not really finished yet, she promised to send via email the sketches next day, Because its getting so late. She wants me to signed the contract before she leaves, even though the sketch/plan not yet finish. And also a 10% of the total she quoted me. ($720.00) i trusted her. Both of us agreed to maximized all around. (Cabinets)On next morning I called, & 2nd day 3rd day upto 7 days passed no email no calls no sign from the rep. ***************************** I called again but no reply. Their office called, Asking for another 40% of the total **** Every single day. I called her again on February 14, 2024 finally she answered me. I asked wheres the email of sketch? she said shes so very busy. I *** very sorryI told her i want to talked to her in person, and also the garage are cleared on the next day she came here. so she can really see the dimensions she came. Measured again.On February 21,2024 She Emailed me the sketch. & the cost went up by $3000 from the original quote that both of us are agreed to maximizing all around the garage. The design she sent wasn't correct. The quote much higher than both of us agreed in the beginning. She never showed up or calls for seven days except their office to collect the another 40% even though their representative doesnt showed up or return my calls . . FYI, with all that said, they wanted me to sign a new contract and that really got me so confused and frustrated

  

  Business response

  06/03/2024

  on 2/6 client signed a contract for $7200. At that time, they gave a 10% deposit by check. On 2/12,2/13,2/14 and 2/19 a message were left regarding the additional 40% deposit that was due. We had no return call from our client. Job was placed into pending until deposit is received. On 2/21 designer finally reached client and client wanted to make changes which resulted in the cost of the contract going up in price. On 2/28 our sales manager spoke to our client the client immediately starting cursing and hung up on our sales manager, then called back wanting a refund. We did explain they are past their 3 day right to cancel the contract

  Customer response

  06/03/2024

   
  Complaint: 21790847
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

  

  Business response

  06/10/2024

  Job can not be cancelled there was a price increase due to the fact thte client wants to add material. Client is past their 3 day right to cancel the contract

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Closets by design came on 5/4/24 to sell me a closet redesign and discuss feasibility of installing a cabinet in the laundry. They told me that the previous closet frame could not be redesigned and I had to have it demolished. They would then install a new one for $6000 with a $50 haulaway fee. They said there were no further fees. At the door, they told me that demolition was not included for the prior frame. They demanded 50% + the haulaway fee up front, which I paid that day. I think had 5 days as an elderly person to cancel. On the 11th, a half day after the deadline of Friday the 10th for over 65s, a licensed contractor, whom I hired, came for demolition. He told me 3 things. 1, He said it was illegal in ** to demand 50% up front for materials. 1. he told me that CA code required 32" for an exit way leading to a door. Their design left only 17". Therefore I would have to have it removed when I sell the house in 2 years. I verified this online. So I can't do this part of the job. 3. The contractor told me that the first designer was trying to perpetrate a fraud regarding closet design. The closet COULD be redesigned to lower the railings so I could reach them, which was my wish as an elderly person. The railings actually pop out and the frame for the railings unscrew and can be lowered. He said it would take a handyman an hour or two at $65 an hour. I have hired someone to do that who is coming tomorrow. I called CBD and tried to cancel, but they refuse. They say that it is my duty to know and obey California law, not theirs, and if I signed to put in s/t that is against code, that's my fault. They say that the believing the designer's false statements is also my fault, since they are allowed to try to sell me the most expensive alternative as a business. I believe that they are trying to take advantage of me due to age.

  

  Business response

  05/22/2024

  We have called and spoke to our client: even though the product has been manufactured as a customer service gesture we will cancel the contract and refund the funds back to the card on file 

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. Bad presentation, representative. Lack of knowledge. Never answered my text, email and phone calls. Found Closets by Design on ********* Had representative to come out and measure for garage cabinets. Representative provided me with a brochures of sample designs/sketches and she promised to emailed me the sketches/design agreed its a design that i picked. She Asked 10% down payments. On the next day I called the representative and she never replied. I text & email no reply. After 8 days i called her again. That's the time she answered me. Came back out to remeasure it wasn't the design that I chose. When she redesigned the cost went up by $3000 of the first quote. It was said that I don't want to have that quote because the design wasn't correct. Now that the wrong design made the quote much higher than what I wanted to pay, I insisted to provide me with a modified design that would be within my budget of the first amount. She would not provide me with a design or quote based on my budget alone with the deposit that was included. For many weeks with the request of a new quote still no install or new design nor a refund. 2. Manager was so rude, intimidating the senior customers. 3. The staff harassed me to pay right away full amount of the down payments without talking to their representatives..

  

  Business response

  05/22/2024

  on 2/6 client signed contract for $7200 at that time they gave a 10% deposit by check and received an installation date. On 2/12,2/13,2/14 and 2/19 messages were left regarding collecting the 2nd deposit. No return calls were received. job was placed into pending until additional 40% deposit is received. On 2/21 designer finally reached the client and teh client stated she wanted to make changes to the original contract this would cause the cost of the contract to go up. On 2/28 our sales manager spoke to client to discuss client started cussing then hung up. client later called back requesting a refund unfortunately the client is past their 3 day right to cancel the contract.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  04/30 date of install and final payment contract details below

  

  Business response

  05/03/2024

  this complaint is for closest by design in ***** this is Closets by Design in ********** can you please forward to the correct location. 

  Customer response

  05/03/2024

   
  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. I will file with the correct State (Closets By Design Texas).
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/30/24 a sales rep came out to my home. She arrived 35 mins late. After she came up with a design. I asked about some changes she was not willing to adjust it. I asked about cabinet doors on the shelf area she told me I didn't need those. I really wanted the clean look. I asked about jewelry organizers she said I am better off going to tj *** for those. I explained my friend tried that with her closets and couldn't find ones that fit. I really wanted those. She said it would be to much to change the paperwork. She said call the next day and they are only $200 and 50% off so buy them then. The next day she called and told me they are $1600. I told her I wanted to be able to hang my necklaces and she said again go to the store for those things. I asked if my drawers were soft close and she said no she didn't include that. I said that was something I really wanted she said it wasn't needed and 90% of her customers don't do it. My friend was giving a catalog with choices of handles I was never given that. I thought there was only 1 kind of handle. Every time we asked about things she laughed and rolled her eyes, like we were wasting her time. This was not a good experience.

  

  Business response

  05/03/2024

  I am truly sorry for the way our client was treated we have forwarded this to the designer sales manager to speak to the designer regarding their behavior. We have reached out also and left our client a voicemail we do have a signed contract and they set to install on 5/16 

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wish I read customer reviews before working with **********************. After spending over $19,000 on two closets, you would expect a different level of service and professionalism. My initial installation date was Feb 22nd. We were forced to pay the full contract balance prior to installation even though CBD confirmed some of the pieces were missing. A few weeks later they came back to do more installations and made us sign a project completion agreement even though it still wasnt done. Its been over two months now and my closet is still incomplete. I have to keep sending emails and making phone calls to find out when my closet will be finished, but twice have been mislead with false appointments that were canceled. The contract stipulates many charges for delays in installation caused by the customer, but once CBD took all my money and hasnt completed their responsibility of the contract for over 2 months now, what is my recourse?

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired *** to design and install custom closets. They completed the delivery of the materials and installation on 12-18-2023. However, the installation looks like it was completed by a first time do-it-yourselfer and not a professional. We contacted *** repeatedly and they have not followed through on what they promised.Here is the history of the transactions and what has occurred. 12-1-2023: We signed the contract with ********************* from Closets By Design and made the first deposit of $2,651 to secure the installation date. 12-18-2023: Closets By Design installer **** completed the installation. They scheduled the installation for 4 hours; it took over 6 hours. We had to leave while **** worked on the installation. He was gone before we returned. We were not happy with the installation. 12-19-2023: We contacted *** letting her now the drawers do not open and close smoothly. We asked how to get these things resolved. *** replied that she no longer works for *** and to contact ******. We emailed ****** and he replied that he would submit a claim to correct the drawers and installation. 12-28-2023: Spoke with ******************************* of *** to schedule time to have the installation corrected. We agreed on 1-5-2024 between noon - 2 PM PST. In addition, we send email showing photos of all areas to be corrected. 1-4-2024: ***** texted me about the installation and he failed to communicate because his computer crashed and he lost data. 1-5-2024: I waited for the *** installer to arrive. No one ever showed up or called us to reschedule. We've heard nothing from *** after this point.We've sent follow up emails and made phone calls. We just want things fixed or they can pay for another firm to correct the work or redo the entire installation.The attachment is an email to *** that includes photos that show the poor quality of the installation: poorly cut and uneven surfaces, split boards, uneven clothes bars, no shimming, and other damage.

  

  Business response

  04/18/2024

  We show all work was completed on 1/12/24 and signed by client. We have let three voicemails for our client to discuss and new issues. We have not had any return calls as of yet. We will continue to reach out to client until resolved..

  Customer response

  04/19/2024

   
  Complaint: 21574227
  
  I am rejecting this response because: it's not true.  Per my original complaint, the last communication from anyone from *** was on 1-4-2024.  They did not respond to any of my subsequent calls and email.

  No one from CBD completed any work at my home on 1-12-2024.  If someone had completed the repair, I would not have filed this claim.

  I would like CBD to provide evidence that one of the homeowners signed off on the repairs they claimed were completed.  

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

  

  Business response

  04/26/2024

  Our district manager was able to reach our client and date has been set for 5/2 to address any issues client is having with closet system

  Customer response

  05/04/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On or about 02-28-2022 my wife ***** and I entered into a contract (Client # ******) for $6,727.00 for one walk in closet designed by their representative ***** ******. Less than a year later, one cross bar fell with all the clothing hanging from it, I noticed when I reinstalled the two brackets and bar, that the bar was about 1/8 to 1/4 inch too short, I looked at other bars, and they were all perfectly measured, and no space was between the brackets and the bar. This was the only bar too short! about 4 months later, the same thing happened. In late October 2023, it happened again, and we called on 11-2-2023 for assistance. We were told we would get a call. On 11-6-2023 we called again and were told it would cost $250.00 for the "Warranty" repair of the poor workmanship. I refused to pay and was told that they would make a note of that, and not come to dop any future "Warranty" work.

  

  Business response

  11/08/2023

  We have spoken to our client and a repair has been set for 11/15/23 (as a customer service gesture we have waived fee) 

  Customer response

  11/16/2023

   
  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

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried to request Closets by design to remove my mailing address from their mailing list but it has been impossible. I Calle the number in the mailer I received and they told me that it was not their branch that sent me the mailer and that it was headquarters.

  

  Business response

  10/31/2023

  This is not our complaint we are in Southern C

  Customer response

  10/31/2023

   
  Complaint: 20762543
  
  I am rejecting this response because: theyre headquarters. They should remove me from their mailing list. They manage all the stores.
  
  Sincerely,
  
  ***************************

  

  Business response

  10/31/2023

  you to file a complaint through the correct location 

  Customer response

  11/01/2023

   
  Complaint: 20762543
  
  I am rejecting this response because: I already contacted my local branch and they told me that corporate is responsible. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Per the Closet by Design contract (attached), I could cancel the transaction within three business day. I signed the contract on June 12, 2023 and cancel the transaction on day two (June 13, 2023). Closets by Design refused to honor the cancellation policy. Instead, Closed by Design ignored my cancellation and charged my credit card $9752.00 and tried to force me to accept the product by moving forward with the installation date. I refused the product because I cancelled the agreement per the contract. Closet by Design is refusing to refund my money to my credit card.

  

  Business response

  10/12/2023

  We have spoken to our client, and she has sent over all the correct documents showing she did cancel within the 3 days right her order has been cancelled and her funds will be reversed back to her card..

  Customer response

  10/12/2023

   
  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,
  
  ***************************

*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. ↩