ComplaintsforThe Closet Factory, Inc.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Was told job would be completed between 6-8 weeks. It is now ********************************************************* this company. They quickly withdrew the money from my bank but have failed to complete the work. I have called, emailed, text several times and no one seems to know when this will be done. Also, I specifically went through some details of this project with the designer and now was made aware that they have accidentally drilled the wrong holes in my doors. Now I want the doors redone correctly and this finished immediately or a full refund, they can come get whats been installed.

  Business response

  10/18/2023

  We have many locations across the country. We are located in ********** and cover Los Angeles and Orange County. This client is located in *******. There are several locations in that state. This client should call the office or Designer that handles that area. 

  This complaint should be removed from our page since this is not a client of Closet Factory Los Angeles.

  Customer response

  10/19/2023

   
  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.
  When submitting the complaint, I looked up the specific store so not sure how I got your location.
  Sincerely,
  
  ***************************

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had a designer come and give a design for a closet that was then approved by the factory, and I paid the downpayment of $2332.48 by check on 9/15/2023 and the check was deposited. The closet was scheduled for installation on 10/4/2023 and the designer informed me that the branch shut down and they were not coming to do the install that morning. On 10/2/2023 the company also sent me an invoice with the remainder balance of ********, fortunately I did not pay that before the installation as the designer advised me that the remainder of the payment would be due on the day of installation and 10% after completion. I called the corporate office and they did not offer any solutions on their end other than the local owner giving me a refund which is not guaranteed by their office. Per the company's policy, I emptied out the closet for the installation and I have large amounts of items sitting on the floor in the hallways as this gets resolved.

• Initial Complaint

  08/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  March 28, 2022 I signed a contract to have Closet Factory install a new work station in our school during the summer when the school was closed in July. The date for installation was met on July 19th and they worked all day putting in the 2 work stations with cabinets and drawers. It was a small office so I didn't pop in to see how it was going as they were cleaning up. It looked great, except they forgot to install the small pull out drawers under the computer area. I called Closet Factory the same day and told them about the problem and wanted to ensure that they would come back the next week to finish the job. They said that they didn't have anyone that could come to fix the problem. After a few days, they got back to me and told me that we had an appointment in 3 weeks, August 12th. School has started and it's very difficult to type on a high desk with the keypad at chest level. They had to raise the desk because the floor wasn't level and my chair is at it's highest level. I called the office yesterday, August 11th to confirm the appointment and they said that the technician would be there the next day between 1-4:00. It was well after 4 toay when I called the office to find out if they were coming and I was put on hold for 10 min and then hung up on. I called back in 5 minutes and they picked up the phone and hung it up. I called back 10 min later and someone said they would check on it and call me right back. No one called back. I need help getting this resolved. Thank you

  Business response

  08/30/2022

  Business Response /* (1000, 8, 2022/08/30) */ We completed the job on August 17, 2022, after we performed a service. The job is complete. Consumer Response /* (2000, 10, 2022/08/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thanks to the BBB for contacting Closet Factory and helping us get our job completed. Four weeks after the initial installation, and one week after issuing a complaint we were contacted by Closet Factory. The next week 2 guys came out and finished installing the pull out drawers for our work stations.

• Initial Complaint

  07/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Signed a contract with Closet Factory on Feb 19 of this year to install custom closets in my home and paid the full amount. The crew came in on 06/15-6/18 to install but they were not able to complete the work within the time frame. They told me that someone would call me with a new date for them to come to finish the work on a later date. It is more than a month since they left and no one called me to schedule the work, Whenever I call them, they are not giving me any date, they keep on saying that they don't have people to complete the work.

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2022/07/20) */ We service Los ******* and Orange County in **********. This client lives in New ***** North ********* and works with another office. All of our locations are independently owned. This person should contact their local Closet Factory. This complaint should be removed from us. Consumer Response /* (2000, 7, 2022/07/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Closet Factory on ***. ** ***** I have an entertainment unit that was installed about four years ago. From the day it was installed, it had problems. The Closet Factory representative designed the middle as floating cabinets. Unfortunately they sagged almost immediately. The technicians would come out and instead of fixing the sag, they would adjust the doors that had gone crooked due to the sag. While the doors looked straight when they were closed, this would cause the hinges on the door to open at an angle. The crooked hinges were too much and one of the doors broke off. I contacted the Closet Factory on ***. 4 to get it repaired and get the crooked hinges replaced. I spoke to ******. He let me know there was a bit of a wait due to Covid and supply chain issues. We communicated on ***. ** ** and ** On ******* ** ****** stated that things were a bit hectic but he would get back to me on Monday. He never got back to me and my last failed attempt to get a hold of him was March ** I contacted Closet Factory on March *** *** took up my case. I resent photos and was assured they would get a technician out to repair the hinges and the broken door. We emailed March *** *** ***** *** *** *** **** *** and *** Every communication was something like we are working on getting you scheduled. We're working on a date. I spoke to a representative a few weeks ago that was going to call me back. He didn't. I spoke to *** on **** *** He was going to "check on getting the repair scheduled" and I haven't heard back. My experience with Closet Factory has been nothing but positive until this particular time. They have always been helpful and timely when ********** or ********** I'm hoping they ******* their ******** as promised by reattaching the door and replacing the hinges on the other three ******

  Business response

  07/26/2022

  Business Response /* (1000, 5, 2022/07/20) */ Unfortunately, we had a person in the office that was telling clients he would get back to them, but he never did. As soon as we found this out, we gave him additional training and monitored his activity. We finally had to come to the conclusion that this was not the right position for him. He is no longer employed with our company. This set us back with helping people in a timely manner. *** has called this client to set a date for July 24th. We will perform a service to address the client's concerns. Consumer Response /* (2000, 7, 2022/07/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) A technician came out and reattached the broken door. They did not replace the hinges but he adjusted the original hinges. While it wasn't what we talked about doing, I'm happy to see if this works. So far so good.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Closet ********* ******* and paid half of cost ***** up front which is ******** 3 months later company took upon themselves to collect another ************ payment for ***** without my permission or ******* Over a Month later they installed the wrong closet organizer. The drawer faces are a entirely different color. Made 5 phone call attempts with promised return calls and received zero calls. This company is taking illegal unauthorized credit card transactions for a job upfront before job was started and now wrong product installed after they took their money. Attached photo charges that were made without permission before the job installation was started.

  Business response

  08/03/2022

  Business Response /* (1000, 5, 2022/07/20) */ We have contacted the client and booked a service date for ******** As far as the payment, we collect 10% at the signing of the contract. We collect another *** when we set the install date and purchase materials for the job. The majority of the work is done prior to arriving at the customer's home. The client agreed to combine these payments. Another *** is due upon delivery. The client signed a form agreeing to these payment terms and giving us authorization to charge his credit card for the *** payment which was charged on **** *** ***** The final payment is due when the job is complete. All terms of our agreement were authorized and signed by the client. He has copies of all of the paperwork he signed. We have followed our agreement and look forward to finishing his project.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Purchase a closet system in ***** ***** Closet world continues to reschedule work on grounds that make no sense. I have ******* added ********* as they continue to push days back and holding my money for ******** and services not rendered. I want a full refund.

  Business response

  08/09/2022

  Business Response /* (1000, 5, 2022/07/27) */ The original Designer working with this client did not take final measurements for the job. One of the managers in our office, *********, spoke with her to help move the project forward. We had another Designer, ******* get involved. The new Designer and the client hit it off and are working together on updating designs so we will be able to book an installation, and add ******* to our list of happy clients. Consumer Response /* (3000, 7, 2022/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm not necessarily happy. I'm still waiting for updates and scheduling...If I can't get this resolved I believe the only alternative is to be issued a refund. Again, sending out someone but not following through means nothing.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Closet Factory took a $19K+ deposit for three custom pieces in December 2021. Since then, they have refused to schedule a date to come and measure my home, never mind actually create the pieces. I send emails constantly which are largely ignored, and when they do respond it is with some excuse about being too busy but never providing a date. I have asked for a refund, which they refuse to give. I am at my wits end and would like my money back from this sham of an organization that took my money and is refusing to perform the task they were hired to do.

  Business response

  08/01/2022

  Business Response /* (1000, 5, 2022/07/20) */ We service *******************************************. This client lives in ******************, and works with another office. All of our locations are independently owned. This person should contact their local Closet Factory. This complaint should be removed from us.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contracted with the Closet Factory to install a custom bedroom closet. Unfortunately several components were defective and have not worked properly since the installation (hanging rod not installed correctly and falls when clothes are placed on it, baseboard not secured, a drawer that was not properly installed and falls out when opened). I have contacted the Closet Factory multiple times since December 2021 (both via phone and email). In the beginning I was promised it would be fixed and was just pending an install date. Since April 2022 my emails and phone calls have been ignored.

  Business response

  06/21/2022

  Business Response /* (1000, 5, 2022/06/14) */ Unfortunately, we do not have a record of her contacting us. We will contact the client today to review her job. We will continue to call until we can help her to get a resolution. Consumer Response /* (2000, 7, 2022/06/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Closet Factory reached out to me after filing the complaint. They completed the necessary repairs on Friday June 17, 2022.

• Initial Complaint

  04/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After working with a designer to create a custom plan for our closet we paid in full for our project of December 8th, 2021. Paying in full in advance was the only option. This value was >4k dollars. We were given a start date which was moved back from the original stated by the company but eventually settled on March 28th, 2022. We were told the job would start on the 28th and be completed in the 29th. The company showed up on the 28th and began the job. It was not quite as planned so the designer was contacted and we were told to tell the installer to fix it. He stated he would be back the next day to fix and complete the job. When the installer left, he left unused material in my garage which I have been storing, and never agreed to this. As of today it has been 3 weeks and 1 day and no one has returned to finish the job. We have had an exceedingly difficult time getting in touch with anyone. We are often put on hold that never ends or told a call back will be made and it never is. After persistence we were told today (4/19) that they can return on May 6th. We are asking that the job be completed sooner than this, as the original promise was 2 days, and May 6th will be exactly 5 weeks and 3 days. We are asking to to be refunded at least a reasonable amount for this egregious delay during which time we have been storing the companies unused materials in our garage, and have been without a closet to store our belongings. Furthermore and perhaps most importantly, job and personal accommodations were made to be present on the Tuesday of installation that they did not show up and will need to be made again when they show up to finish the job. I would also like to comment that the recorded statements made while on hold are deceiving and approach false advertisements.

  Business response

  07/07/2022

  Business Response /* (1000, 5, 2022/04/20) */ This is a client of Costco, a retailer. They require full payment. They keep the money in an escrow account. We do not receive anything until the job is complete. We had to move the start date due to an outbreak of COVID-19. It was more important for us to protect the health of the client and postpone her installation. We postponed all installations. We explained this to her when we rescheduled her installation date. The client also signed a contract that states this is a custom job. They cannot always be completed in the time assigned and we have to return. The client is correct, we should return sooner versus later. We can offer the client to complete the service on April 23rd in the afternoon. It will take approximately 3 hours. We will call today to set the service for her as long as that date works in her schedule.

*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. ↩