ComplaintsforClosets By Design

• Initial Complaint

  02/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My closet installation with Closets by Design (*******) was scheduled for 2/8. A day before the installation, they informed me that the installer would arrive between 1 to 3 pm. The installer did not show up at that time. At 3:30, he called me to inform me that he would arrive at 5 pm. I told him that I would be picking up my kid from school and would not be able to meet him (being present at the start of the installation process and completing payment is the requirement by the contract). I asked them to come when I would be available.Later that day, I got a call from the installation office, who insisted they would come at 5 pm or later and that I should amend my plans and be at home... I kept explaining to them that I had to be at my kid's school and would not be able to let them in. They refused to reschedule my installation to another day and applied a 20% fee to my bill. Just to recap: They did not show up on time; refused to reschedule to another day (did they think that I would leave my child at school just to accommodate them???); charged a 20% fee; and then went radio silent, no communication since 2/9. They insisted that I should pay the entire balance + the fee of 20%, and only after that would they schedule my installation. I paid 50% of the prepayment (460$), but they have not fulfilled any services.Since the incident, no one has called me to apologize and fix the issue, no installation has been scheduled. They kept saying that, as per the contract, "they have the right to reschedule the installation time". I do not argue that. What I argue is that they have to take into account the client's availability since it was only their fault that they did not show up at the scheduled time. I request a full refund of the money that I prepaid in the amount of 460$.

  

  Business response

  03/13/2023

  The client signed a contract with Closets By Design on January 10, 2023 for a Custom His Reach In Closet. At the time the contract was signed with the client, the installation of the Custom His Reach In Closet was scheduled for February 8, 2023, with a flexible arrival.
  AS the client stated, our installer was running behind schedule on February 8, 2023. We apologized multiple times to the client for the inconvenience. We offered to wait for the client while she went to pick up her child but she advised that this would not work for her, she was no longer at home.
  We called the client on February 15, 2023, and advised the client that we would waive the rescheduling fee and offered to schedule the installation of the Custom His Reach In Closet for Friday, February 17, 2023.The client stated that she would have to discuss it with her husband and she would call us back.
  On February 16, 2023, we had not heard back from the client regarding rescheduling the installation so we called the client again and left a voicemail.
  We called the client 3 times on March 10, 2023 and left a voicemail again to advise the client that we had waived the rescheduling fee and were happy to reschedule the installation of the Custom Reach In Closet.
  We called the client on March 13, 2023, and left another voicemail. We have also sent the client an email.
  The material for the clients Custom His Reach In Closet is in storage and we are happy to reschedule the installation when the client is ready.
  We look forward to working with the client to install the Custom His Reach In Closet.

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************** Reviews 1.0 star rating Worst ever service. I would 100% not recommend closet by design to anyone.To start with the so called designers are absolutely not trained to use the measuring scale at all, the lady took measurements and we waited for closets to be installed after **** week.2nd the installer / no one notified the time the installer would be arriving we have been waiting since 9am he ended up showing up at 2pm. I had to take off work and wait for him.He comes in and starts fixing the closet and then realises that the measurements are all wrong and he finishes half the closet and half is incomplete, so the new closet will be available only after 2 weeks, by this time my entire wardrobe is on the couch and bed in all rooms.The master bedroom closet was done but the door are jamming and doesn't close properly.So we need to keep our clothes outside in the bed until 2 weeks once they fix all this and I need to take an other day off to work for them to come in and fix it. Agrrrrr after paying $$$$ I still have to suffer for the designers incapable measuring skills.No empathy on clients worst.The more annoying part is that the installed was pulling the materials from the garage to the rooms and he peeled off the wooden floor in my living room. I need them to really pay a price for this.I'm really upset with such a bad service a company can provide. Rooms are filled with clothes and dust.

  

  Business response

  08/16/2023

  A $1500.00 CREDIT WAS GIVEN TO OUR CLIENT ON 8/4 WAS INCONVEIENCE AND MULTIPLE TRIPS TO HOME. we DO SINCERELY APOLGIZE FOR THE DELAYS ON THIS INSTALLATION.

• Initial Complaint

  01/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 1/20 I had an in-house consultation in ********, ** for a closet design and signed a contract with Closet Designs with contractor, ****************, was charged $300 and was told that I had three business days to cancel. On 1/23 I cancelled the contract via email and received a "RECEIVED" response from ********************************************* on 1/23 at 8:46am PT. During the many times that I did call on 1/23 I was told that no other funds would be charged and that I'd receive my $300 within 10 or so days. Instead of a refund, I was charged another $1200 on my *********** card on 1/26...I was clear that I didn't want their service, so why why was I charged after I cancelled and without my authorization, i.e. a fraudulent charge, I even spoke with the closet designer on 1/26 @ 12:33pm PT to discuss how to make this problem that they caused to go away...I'm still awaiting the promised email to her bosses with me CC'd on it. What I want is all $1500 restored to my card right away since getting someone legitimate on the phone to clear this up seems much harder to do. And to anyone who will listen , I will never suggest working with this company because of these poor business practices.

  

  Business response

  01/31/2023

  This contract has been cancelled and the deposit was refunded:
  1/27 $300.00 confirmation # *****P
  1/27 $1200.00 confirmation # ******
  we apologize for the inconvenience

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horrible install experience with this company, I'd strongly recommend looking elsewhere for your closet install. I've detailed all of our issues below and hope this is helpful to anyone considering this company.1. ***************** was our representative and was responsible for confirming closet measurements 1 week before our install date. She used all necessary tools to get an accurate reading, however, she failed to communicate these changes to the folks cutting the boards and installing.2. Due to the measurements being wrong the installers were not able to install an ENTIRE section of our closet as it overlapped with the door opening. The installers simply left all of the material to build the closet and called it a day. Still have the material piled up in our room.3. The installers were friendly and knowledgeable, but very clearly in a rush as they arrived around 4pm on a Friday afternoon and left about 2 hours later. Due to the rush they failed to secure two sections of our closet to the wall, like there is literally nothing securing that section of the closet to the wall. Several of our sections also aren't levelled properly and our drawers were installed with several large gaps in between them due to them not being installed correctly. They also left scratches on the new tongue and groove wall we built specifically for this closet build. Thanks for the poor work and ruining our newly built/stained closet.4. Horrible customer service. It has been 3 weeks since we raised these issues and have not heard a word from our sales rep or anyone from closets by design. They tend to ignore you after the deal is signed and raise any objections.

  

  Business response

  01/24/2023

  The client signed a contract on September 27, 2022, for a Custom Master Closet. The client's installation was scheduled for December 9, 2022.
  On December 9, 2022, the day of installation, when the installer was done, the client signed that the job was completed to contract and did not complete a post job inspection report.
  Between the time of installation on December 9, 2022 and January 4, 2023 we have no record of the client calling our office.
  On January 4, 2023, we called the client and left a message to discuss their concerns.
  On January 5, 2023, we exchanged calls with the client.
  The client called on January 6, 2023.
  We spoke to the client on January 10, 2023 and discussed the resolutions for all of their concerns. A service visit was scheduled for January 18, 2023.
  On January 17, 2023, we spoke to the client and confirmed our visit for January 18, 2023.
  We returned to the client's home on January 18, 2023. Once the installer had completed addressing all of the client's concerns, he notified the office. Before the installer left the client's home, the office spoke to the client, and she agreed that everything was completed to satisfaction. She also signed the installation report as completed.
  If the client should have any additional concerns, their Custom Master Closet is covered under a seven year warranty.
  We apologize for any delay and/or miscommunication on our part. Customer satisfaction is a number one priority to us.
  We look forward to working with the client in the future on any additional storage or organization needs they may have.
  

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered 2 closet designs and installs for $11k that were not installed, nor did all the pieces show up. It has been scheduled 3 times for install and 1 time for review. They did a partial install the first time on 1 closet. No equipment or install on the 2nd closet. The next 2 appointments, have been cancelled including the day of the appointment. Appointment are committed to but they either no show or say they can't find my appointment. Additionally, their design was so out of proportion that my closet door wouldn't open. I have gone through customer service and through the installation services. I've asked for a refund for the undone closet and partial for my partial closet. The designer said it's not her area, the installer committed to a refund (they're working on it), not and to finish at least one of the installs. So, money, no product, no finish, no commitments.

  

  Business response

  01/18/2023

  Business Response /* (1000, 8, 2022/12/29) */ the first contract has been cancelled. The second contract has been installed. If client would like to speak to a manager they are welcome to call **** at XXX-XXX-XXXX the second contract can not be cancelled

• Initial Complaint

  11/23/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On Oct 15 I decided to trust closet by design and my designer to go ahead and install garage, Laundry and living room cabinets after hearing the sales pitch. We gave them a deposit of ******** t of a ******* project to have an install on Nov 10th and 11th. I was excited about the contract. On Nov 9th I was informed there where issues with my design and the designer was incapacitated. Then said I would need a new design for approval. I am skeptical about all of it so I just want to cancel and get my deposit back. I have been dealing with this company for the last 2 weeks and they will not budge on returning the deposit or coming down on price for a new design or just doing the laundry room it's either all or nothing with this company.

  

  Business response

  12/16/2022

  Business Response /* (1000, 5, 2022/12/02) */ there is a design issue on contract client is refusing to let us resolve we even offered to send a new designer he also declined Consumer Response /* (3000, 7, 2022/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) After dealing with this company for a month and a half they still want me to trust them and come out to do work in my house. I do not want them to come back out just want my deposit back. They tried to get me to have someone come out and still do work they did not negotiate pricing mostly tried to get me to give them more money. I had an install date of Nov 10th and 11th did not hear from the owner until Dec 1st. After many attempts to contact him in other means why would I want them to come out. The owner even said if he was in my shoes he would feel the same way. Said that the convesatuon was overdue but still was trying me to get them to do work in my house. I Just want my deposit back. He did not offer to give my deposit back. I informed him that I am disputing the charges with my credit card company. If that doesn't work I am prepared to take him to small claims court. Business Response /* (4000, 9, 2022/12/15) */ Contract was cancelled: client did a credit card dispute to get money back account is closed Consumer Response /* (2000, 11, 2022/12/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Had to make many attempts to contact the own and ultimately had to dispute charges with my credit card company before they would cancel the contract and refund money.

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I needed custom closets for my home for a walk in pantry, mud room, hallway jacket closet, washer dryer closet, Reach in closets in 2 guest bedrooms, 1 reach in closet in master bedroom and a walk in closet in master. I reached out to Closets By Design online in May 2022. A designed was assigned to me and I met with this designer multiple times, laying down my requirements mainly for the walk in kitchen pantry. The designer took my requirements into consideration, came to my home construction site to take measurements and provided me with the design. She then quoted a price for the design provided. I signed a contract based on the design and quote on June 22nd, 2022. The total quote was ****** and I paid a *** deposit by check for the amount of ****** I was told that 3D designs will be provided within a business day and final measurements taken and installation date provided as next steps. After June 22nd, I received no responses. The designer and I emailed Closets by Design management ***** ********* and ****** ******* multiple times - July 7th, Jul 13th, Jul 19th, Jul 25th. No responses at all despite their management being copied and client issues (support team) being copied. Finally someone contacted me on Jul 28th and had another designer come out on Aug 1st. This designer said that the original design I was provided cannot be fulfilled by Closets By Design and no other alternatives were possible (to accommodate the limited options Closets By Design provided as alternates, they asked that I take down dry wall and redo plumbing, AND the alternates did not even meet the basic requirement I had for my pantry). At this point, their designer recommended that there is nothing to be done and to contact his management. I called immediately with the designer next to me and asked that they cancel the contract as they cannot fulfill the contract. They refused. Following this, I sent multiple emails explaining my situation... no response and they have my money

  

  Business response

  09/02/2022

  Business Response /* (1000, 5, 2022/08/22) */ This contract has been cancelled a refund check has been issued and mailed: ******** mailed on **** check # XXXXX. We do apologize for the inconvenience.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ******* -appointment for with designer; Installation scheduled for 4/12/22 ******* - Received a voice message from **** (supervisor/manager) indicating a ********** on my order and that some dimensions needed to be clarified. **** cancelled our installation date and said the designer, ****** would call me later in the day to schedule a time to come out and remeasure. I returned ******* call. He said a few measurements were missing. He said he was meeting with ***** tomorrow to go over the issues, and she would be calling me tomorrow to set up a time to come remeasure. ******* - Still haven't heard from ***** or anyone at Closets by Design. Called again today and asked for ***** I was told he was in a meeting and would return my call after his meeting. I left a detailed message about my concerns... being charged a large sum of money and no one doing anything to rectify the situation or move forward on my project. End of business - no return call from Jose and still have not heard from ***** since initial appointment on ******** 3/30/XX - XX:XXam - found a number for ***** and called, but no answer. I left her a detailed voice message and requested a return call. ******* - Called ******* by Design again and spoke with ******* Explained issues and concerns. She is leaving another "urgent" message for ***** who she says is the manager and all customer service issues would go through him. I was told he is in a meeting until 11am. ******* - Called at ****** and spoke with ****. She pulled up my account by phone ********** code. I explained situation again. She said she would mark message as urgent. ****** - Called at ******* Spoke with ******** She looked up my account by zip code and phone number. I explained the situation again. Haven't heard from designer or **** since... even after repeated *************** I requested a refund due to the cancellation of my installation appointment and lack of communication, return calls, etc.

  

  Business response

  07/18/2022

  Business Response /* (1000, 8, 2022/07/06) */ We have contacted client and contract has been cancelled and $ refunded

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 23, 2022 I entered into an agreement with Closets by Design, Inc for a custom cabinet 95" in height, 31.5 depth, and 50 3/4 width, to be installed on March 14th for a total cost of $987.00. The installation took place on March 14th; however, the panels used only measured approximately 12" in depth, which is approximately 19.5" less than agreed. I have attempted to get a resolution from Closets by Design, but I have been unable to speak to a manager. My sales rep, ******, was initially responsive and apologetic for the problem stating she was going to reach out to management. Soon after, she started avoiding my calls and finally texted back saying there was nothing she could do, that I had to work with management. I have Called Closets by Design multiple times but I was only able to speak to two supervisors, ******* and ******, both of which say they have tried to get ahold of ****** and that I need to speak with management as there is nothing they can do. I explained of my many unsuccessful attempts to speak with management, but they continue to say there is nothing they can do. I have yet to hear from a manager for a resolution and I doubt they will contact me since they have charged my credit card. I submitted a purchase dispute with my credit company and they will be doing an investigation to assist in resolving the matter.

  

  Business response

  07/07/2022

  Business Response /* (1000, 8, 2022/04/04) */ Client signed the contract to have it installed at 12" deep, we have installed 100% to what the client ordered and signed for. I will have our manager reach out to our client and discuss changing the depth and get the additional cost for a deeper unit Consumer Response /* (3000, 10, 2022/04/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business is stating they installed 12" deep panels that I supposedly ordered and signed for; however, the job specifications I signed reflect a depth of 31.5" and it is even referenced on the designed which includes an electrical notch to be done on the left hand side of the sidewall 11" from the back and 20 1/2" from the front (for a total depth of 31 1/2"). When the cabinet was installed on March 14th, I tried speaking to ******, the rep who came to my home for the quote, but she did not answer my calls. I texted her a picture and she texted back stating it appeared the 12" panels had been installed, she apologized and stated she had sent a complaint on my behalf to client issues but that I should submit a complaint as well. I submitted the complaint as instructed but not a single manager has returned my call. I spoke with two supervisors, ******* and ******, both of which stated that a Manager would have to return my call, but unfortunately I am still waiting. It appears Closets by Design Inc Management is avoiding my calls because I have expressed to the supervisors that the documentation I signed clearly state the depth is 31.5" not 12". Business Response /* (4000, 14, 2022/04/25) */ The 31.5" in the depth of the wall, if she looks at the pricing sheet she was clearly charged for 12" deep panels. if she would like to change their is an additional cost for replacing the material. Consumer Response /* (4200, 16, 2022/04/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am at a loss for words towards this company and they should not be allowed to continue doing such shady business. They reference a pricing sheet on their response, but no pricing sheet was given to me only the quote, agreement, and job specifications all of which I included with my initial claim. The documentation I submitted only listed the measurements I was under the understanding the custom cabinet would be built according to; specifically because the drawing on the specs done by the company's rep reflected this information. As I have stated before, when I initially contacted the sales rep, ******, she did not answer my calls but by text she was apologetic stating the wrong panels were installed. I do not know if the error was on the sales rep part but it was certainly not my error. I have on multiple occasions attempted to speak to a manager to show the proof I have and to this date I have been unsuccessful in getting any of my calls returned. I do not want more than what I agreed to pay for. My payments were completed as agreed upon and all I want is for this company to fulfill their agreement side of the agreement.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Closet by design has been a nightmare to work with since we set a date for installation. The first date for Installation was on Dec.20th with a call on Friday with a time of installation. Come Friday we got no call. We called to see a time and they said they will let us know. I took the day off to be there and no one was showing up. I called again, only to be told that they rescheduled me for Dec. 22nd and will call with a time. So of course, come the day before and nothing. It took me to call and get the time before their closing time. Day of installation the installer was 30mins later then the window time. Came in measured and said he could not start until we paid the balance. Which I did not feel comfortable with since I have been remodeling this house it has always been half up front and the other half when finish. After a phone call and a back and forth, I paid it and he started the job. He finishes grabbed his stuff. Told me that the hamper baskets were the wrong size and would have them delivered. I said OK and went to go look at the work. I went to tell the worker all the problems and he was gone. I then called them and let them know what was going on and was told that they would call me the following day. Received no call and then it was Christmas. The next week after many calls with ******* a supervisor, we were told he would speak to **** and see what he could do about fixing it. Again, it took me to call, and we got a date for January 7th. We ended up getting covid and felt it was unsafe for them to enter our house, so we cancelled on the 5th. The following week we called to rescheduled and yet again it took 2 weeks to get a date of Feb.7th. Took time off work and no one showed up. Since then, I cannot get in contact with anyone. The hamper door doesn't open, both doors have dents, side wall is chipped, rods need filed down, nobs have cocking to cover mistakes, top has gaps and still no hamper baskets. This is what $**** and two days off will get you.

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