ComplaintsforClosets By Design

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -Date of the transaction was *********** -We have paid ***** -We wanted 3 units(Wall unit, Master Bedroom Closet and Pantry) when we entered into transaction, we followed the company policy and let them know that we would like to cancel the order since we cannot have the wall unit installed due to redesign of the wall. I am attaching the request to cancel order which the company requested. - Designer created 2 separate orders and didn't cancel the entire order. She said I will create a pending order and a separate order for 2 units for the items we wanted. She should have canceled the order and refunded instead of pulling into this pending order mess and not explaining full ramifications. For the 2 items they are asking us more and not doing the job. - Business didn't call us or respond to any of our emails. We are attaching email communication with the designer. -First name: ***** Last name: ********** Client #XXXXXX

  

  Business response

  03/21/2022

  Business Response /* (1000, 8, 2022/03/10) */ I have called & spoke to client point 0 contract has been cancelled and money refunded and point 1 contract is set for 3/16 and paid in full

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/15/21 a designer from Closets By Design of Southern California (********* ******* provided us with closet designs for our master bedroom and son's bedroom (Client # for the order was XXXXXX.0). The total price on our contract was for $*******. Our design and contract includes 3 tudor-style white doors ***** tall x ***** wide) for the closet in my son's bedroom, but doors were never delivered or installed. The rest of our closet elements were delivered and installed on 8/6/21, but despite assurances that they would deliver and install the doors at a later date, this never happened. We contacted them at ************************************** on Nov 26, 2021 at 3:49 PM and have a Refund claim # XXXXXX. However, no refund has been issued. My wife called them to follow up on our refund claim on 1/18 @ ******* 1/21 @ 3:00pm, & 1/21 @ 4:37pm, and each time we were told that there was no manager available to speak to us, and no one has called us back. On the third call she was hung up on mid-question. I e-mailed them again on ******* and received no reply. If we can supply any other information to help, just let us know!

  

  Business response

  02/22/2022

  Business Response /* (1000, 5, 2022/02/11) */ We have called & left a message to set the date for the mirror doors for 2/16. Unfortunately due to covid the door company was extremely behind on all doors we do apologize for the inconvenience

• Initial Complaint

  01/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'd like to request a refund of my deposit. I paid a $400 deposit for work in August. The installer was scheduled to come on three separate occasions. On the original install date, the installer arrived and but told me he didn't have enough materials to complete the job. On the second date, the appointment was confirmed, but the installer never showed up. On the third date, the appointment was confirmed for between******** When the installer did not arrive by******** I spoke to the office who told me the install was rescheduled for********* When the installer did not arrive again, I was notified that he would arrive by 5pm and the install would only take an hour. The installer called to say he arrived at******* but at which point I had just left. I've taken 3 days off of work to accommodate the installation schedule and at this point, I would rather cancel and receive a refund of my deposit. I spoke to **** at Closets by Design today and they will not issue a refund of the deposit even though the work has not been completed.

  

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/02/11) */ The day the installer arrived to install, he noticed the design would not work so job got re-scheduled client approved new changes a date was set client requested pm stop we showed up in the afternoon client would not let installer in. This product has already been manufactured and client is past their 3 day right to cancel the contract. This is on the front right corner of the contract and the back under terms and conditions Consumer Response /* (3000, 7, 2022/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) How would I know to cancel the contract within 3 days when the installation took months to get started? What if the installer never came? Would I still be responsible for a deposit on work not delivered? The issues with the measurements were not my fault, the sales person provided the measurements which he took inside my home. The installer never arrived for the 2nd rescheduled appointment and I took the entire day off waiting for him. The 3rd date of install, he missed the appointment twice, then arrive well after 6pm. I am a mother of 3 and cannot wait all day for someone to arrive. I did not let him in because I was not home. He was supposed to arrive at 3pm, not 6:30pm. Business Response /* (4000, 11, 2022/02/22) */ Client only has 3 days to cancel the contract from the date it was signed ( this is clearly marked on front of contract and on the back under terms and conditions. I do apologize for the inconvenience we caused by the installer being late, we will be happy to work with our client and their schedule to set a date that works with our client. I will have a manager reach out Consumer Response /* (4200, 13, 2022/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've already had this scheduled three separate times. At this point I am afraid to schedule again and take another day off of work when I can't trust that anyone will show up. I would rather have a refund of the deposit.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Closets by Design has been non compliant in allowing me to speak to a supervisor, or owner in regards to several situations. I have tried multiple times. 1. My contract states that a charge of 345.00 would be made to my credit card TWO weeks before the installation date of 12/10/21. They charged my account on 11/3/21 which caused a problem since I did not expect it to be charged until TWO weeks before 12/10/21. 2. The job was scheduled for 12/10/21 installation and on 12/9/21 I was told it would be the following week on the 15th. 3. When they arrived to install they did not have all the parts so they left the job incomplete BUT CHARGED ME THE FULL FINAL PAYMENT of 691.00. Now they have all my money and have not given me the full product 4. I have asked repeatedly to speak to supervisor, VP etc. The sales department tells me not their responsibility and that the supervisor **** would not take my call. He would review my contract and decide if he will call or not. I was told to speak to VP **** in Installation. Then when I called told that I can't speak to him must speak to *****, then ***** said he will Have **** call me. I have gotten the complete run around with each department blaming the other and not giving me access to supervisor. I have looked on the internet for corporate office, President, owner, something. I can find nothing but numbers that all go to sales. But sales has washed their hands because in their words their part is done.

  

  Business response

  02/03/2022

  Business Response /* (1000, 14, 2022/01/18) */ We do sincerely apologize for the inconvenience. I will have the district manager mike Kinzie reach out to you and if her can not resolve your issue we can forward your information to **** ( VP installation to speak to you) Consumer Response /* (3000, 16, 2022/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had already asked to speak to **** (VP) but was told that Installation is NOT the department that can address my issues. So having anyone in installation call me is pointless. I spoke to **** and ***** in installation several times and they echoed that they can not help me so this is not a resolution or even a real option. They have no control over the advanced billing issues. The sales department will not speak to me they said they are no longer involved after the sale is made. Their manager **** would not take my call or return my call. I want the ******************* whoever the person in charge of this business, to personally acknowledge (by contacting me) the run around being given to a client, the refusal of communication by their sales department after a sale is made, the business structure needs to be adjusted to have departments act together, mine is not the only complaint about these items. I see several throughout various platforms of refusal from company to communicate and charges in advance being done. I posted a complaint on a ******* by Design ** post and I received a message saying my complaint would be forwarded. I had no contact and then when I ******** about that I found that I had been blocked and my message would not be sent. Another example of shady business practices in my opinion. Business Response /* (4000, 20, 2022/01/31) */ The vice president Mr. **** ********** has reached out several times leaving voice messages: We are currently waiting a call back from our client Consumer Response /* (4200, 22, 2022/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not know what phone number is being called. I have NO messages on either my home phone or my cell phone. Home XXX-XXX-XXXX Cell XXX-XXX-XXXX I have no email contact *********@********* Consumer Response /* (2000, 25, 2022/02/02) */ I did speak with representative from company. For all intents and purposes this case can be considered closed.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We entered into a contract with closets by design to perform a specific scope of adding materials inside 3 closets. We quickly cancelled within the window of opportunity yet the company charged our card on two separate occasions for over $****. Calls to the company to reimburse due to canceling have gone unanswered.

  

  Business response

  08/16/2023

  This contract has been cancelled on 12/10/2021 and funds were reversed same day back to credit card ending in ****

• Initial Complaint

  09/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 4/22/2021 Sales person named **** ******** came to my house and I asked fir them to design a closet I gone him $856 I've been trying to get a hold of Able to find out4 months later that he no longer works there. I asked for a manager to call me to this day NOONE has called I been calling them several times spoke to ****** who was so rude and spoke to ******* , I tried to get a hold of the owner ******* A , I read there reviews on Yelp and found out that this is an ongoing situation, I can't get no one to help me or get my closet done at this point I need help to get my money back and go else where. It's been 5 months now and I'm tired. There address is **** ******* *** ******** CA XXXXX Phone # XXX-XXX-XXXX Acct # XXXXX.0

  

  Business response

  10/06/2021

  Business Response /* (1000, 5, 2021/10/06) */ Clients order is currently in pending status in order to have it removed the remaining deposit is requires to set a date We will reach out or she can call XXX-XXX-XXXX and request to speak to order processing dept. We apologize client is having a difficult time reaching someone. Consumer Response /* (3000, 14, 2022/01/28) */ ***Document Attached*** Business Response /* (4000, 18, 2022/02/11) */ Clients contract is in pending. Client is past their 3 day right to cancel if client would like to remove job form pending she needs to call ************ and speak to order processing dept

• Initial Complaint

  09/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with Closets by Design on 7/29/2021 to do a closet remodel. Installation was set for 9/28/2021. We paid a 50% deposit ($*******) They called the day before and said the installer would arrive between 1PM and 4PM to do a 5 hour job. Because we had commitments for that evening (we were never told the installation could go late into the evening), we agreed to have the installer come and drop off the materials and return the next day to do the work. When he arrived, he requested the balance of the contract. We said we were unwilling to pay until the job was completed as we had no guarantee at that point that the work would be finished or finished to our satisfaction. He called his boss and we had a conversation with him and reached an impasse, so the installer was told to leave. Since then, we have had conversations with their representative and they will not move off the policy of requiring full payment before any work is done. This is totally unacceptable to us.

  

  Business response

  07/27/2022

  Business Response /* (1000, 5, 2021/10/06) */ We do apologize for the inconvenience, but it is our company policy to collect final payment upon bringing the material in the home.

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Designer came in and measured for garage cabinets total cost $**** 6/8/21. Designer made measuring mistake and less cabinets were installed than paid for. Installers came multiple days due to bad measurements and tried to retrofit wrong cabinets resulting in cutting on-site. Install division, **** ****** (800/XXX-XXXX) told me he would give back $360 to credit card due to paying for more cabinets than installed. He has not and it has been a month. He will not take my calls. Designer says she is not able to get them to do anything. My last calls to Closet by Design were 9/8/21 and they are not taking my calls.

  

  Business response

  09/23/2021

  Consumer Response /* (2000, 5, 2021/09/23) */ A week ago, they finally refunded $320 (not $360-he said his original calculation was wrong) to my credit card. It was a long process and I am sure that the refund would not have been forthcoming without persistence. I It was still a project riddled with mistakes. ********************************

*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. ↩