ComplaintsforClosets By Design
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Complaint Details
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Initial Complaint
05/03/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I put a deposit down for a walk in closet. My designer will not respond to calls emails to proceed, Ive contacted company over 8 times to asking for help a new designer. After many failed attempts I asked for my deposit back. No one will help me. Apparently no supervisors are ever available to assistBusiness response
05/04/2023
This contract has been cancelled and a refund of $701.90was processed today 5/4 back to card on file: Confirmation # ******Customer response
05/08/2023
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
09/15/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Contract was signed for a built in office and mudroom 8/13/22. On 8/22 we received a phone call from ******* saying that our install date was canceled and that there was as a measurement error with our project and they no longer had the finish. He said it never went to production. We had two choices, changing color or cancelling project. I made several attempts to call and cancel the order 8/31, 9/1 and 9/2. Each time ******* was out to lunch and I was told hed call back. We never received a call. On 9/2 the lady told me to write an email for the cancellation and that she would respond immediately. I waited several days and received no response back. No schedule for finishing the non canceled portion of the project. On 9/8 I charged back on my credit card since I did not receive what was purchased and the reason for the cancellation was on their end. Today I received a letter from my credit card saying that I was being charged the money again. I have still yet to receive information from CBD on when my project will be scheduled.Initial Complaint
08/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Closets by design operates unethically and has poor business practices. In short, I worked with a designer on my closet who told me she could accommodate my design. I specifically asked if she could build out my design, because I had gotten 2 other bids for closets and the other companies could not. One of those companies is also part of the Closet by Design family. She assured me she asked and was told they could and I signed and made a down payment. After I paid, I was told they could not build my closets and sent revised design. I told them I didn't want the revision and I wanted my money back. they then said they could accommodate my design. We were told the install was set up for Sept 1. When i called to check on it, they said it wasn't set up and gave me a date a week later. I told them that date wouldn't work and they told me that they were moving things around on the schedule and that they would call me to move it up. They never called, when i called back a week later, they told me they can't move it up and now i would be another week. I asked if they could help me since it has been one mistake after another on their end. I want them to be investigated because I believe they willingly "sold" me design knowing they could not. I also would like it on record that their customer service is atrocious. I asked to speak to a supervisor for help, and the supervisor got on the line, didn't give her name, didn't ask what i wanted and went straight into saying that if she helped me, she would be inconveniencing other people. I asked about the inconveniences the company put upon me and she said it was a design issue and hung up on me.Business response
08/30/2022
I first would like to apologize for the inconvenience regarding the design issue. Once it reaches our cut list department they determine if the design will work and unfortunately it could not work the way it was designed. There is no excuse if one of our employees was rude and not helpful with you and they will be addressed. If we do get an opening our client will be called before anyone else. Again we do apologize for the inconvenienceInitial Complaint
04/12/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Closets by Design made several mistakes installing a closet, including drawers that don't open or close. Their manager **** visited our home after the install and acknowledged the mistakes. For the past 6 months, their regional managers ***** and **** have said they will fix the install, yet they will not schedule it and are will not answer or return our calls. We would like them to finish the job or refund the full amount of $10,760Business response
08/19/2022
we have spoken to our client and a return date has been set for 8/26Initial Complaint
01/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had an agreement signed with Closets by Design on 01/07/2022 to install my closets on 01/24/2022, the installer came in at 10:30 am and said there are extra works needs to be done and they need to cut around the baseboard to install the closet, we said ok then they left most of the parts and materials in front of the house and said they will be back, waited 2 hours then called their customer service line at ******* and spoke with supposedly their manager which was the rudest person ever, he stated the installer are gone home and rescheduled my installation for 2/24, tried to understand why they did that and tried explain to him that I have removed all my cloths and my wife's cloths and placed them on our bed and the kids beds and we need closet installed this week or next week the latest since we will end up sleeping on floor and we don't have access to any of our cloths but he didn't want to listen or understandBusiness response
08/19/2022
we have left several messages for our client including collecting the final payment they have yet to pay. No return calls from our client and not aware of any issues. We will continue to reach out until resolved.
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Customer Complaints Summary
6 total complaints in the last 3 years.
0 complaints closed in the last 12 months.