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Complaint Details
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Initial Complaint
07/15/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
My mother ******************* (82 years of age) who lives in ***********, ** contacted Closet World for a small secondary bedroom closet redesign in her home. The total cost was to be $2,587.09. She made a 50% deposit on her credit card and was excited to have the work done. On top of the deposit, it seems that Closet World made an unauthorized second charge on her credit card. When the installer came to do the work, he demanded she pay the second half before work was completed. He was verbally very aggressive with her as she explained she would pay the balance after the work was completed. The installer left with all supplies and the closet install was never even started. We have tried contacting them by email, by phone and were told its in the contract that all payments must be made before work is completed. The contract in fact, does NOT say that. Its something theyve made up. We are unable to come to a resolution and they have $1,297.70 of her money and she has no custom closet. We would like all of the money back. This is elder abuse and financial fraud on the companys part.Any assistance you can provide would be greatly appreciated. I would prefer not to go to small claims court regarding this situation that has upset my mother to no end. Supporting documents are attached. Thank you. Sincerely,*************************Business response
07/15/2024
we have spoken to client and as a customer service gesture we will cancel the contract and refund the card on file even though the product has been manufactured and client is past their 3 day right to cancel.Customer response
07/15/2024
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
07/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Closet World was hired to do our closets and cabinets. We paid 7k dollars and they did jot show up to install. We hired them months ago, they kept the 7k and never did any work at all We tried calling and left messages. We were told a manager would call, never did. We call every day, they just say we will get a call back.Business response
07/02/2024
I CALLED THE NUMBER LISTED ************ THE WOMAN THAT ANSWERD THE ***** SIAD WRONG NUMBER WE HAVE NO ADDRESS OR NAME OR ***** MNUMBER MATCHING ANY INFORMATION PROVIDED IN OUR DATA BASEInitial Complaint
06/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The date of the transaction began approximately in February 2024 when I met with Closet World. It was approximately April 2024 my closets were installed. I paid about $5,000 for the service and material. I was deceived by the design of the closet; I wasnt given any pictures per my request but was given a drawing instead. The drawing looked like a U shape. However, when installed, it was three ******** looking randomly placed bookcases. I called my design team about 5 times to ask what happened with the design and was refused a supervisor. I was told I had to pay to speak to anyone. The business committed to providing me with a 1) specific design and 2) number of shelves with functioning rods, which I didnt get until the SIXTH time to my house. The business did partially resolved my problem by eventually providing me with materials, but never spoke to me about the design.Business response
06/27/2024
All work was completed on 6/11/24 to address the issues client as unhappy with. On the day of the signing the contract the client is given a copy of the contract and designs (which client signed both) we do not charge for that appt or to speak to someone. We will call client & follow up to confirm they are happyCustomer response
06/27/2024
Complaint: 21842515
I am rejecting this response because: Closet World is not providing an option to resolve (just reiterating the same thing they already told me). I still don't have the opportunity to speak to the design team or review how different the designs are compared to what is installed. "All work completed" implies there was a change in what was provided to me... and there was not; I was given a poor design of a closet guised as something else on paper and then given an "Oh well" as a response; this was unchanged. As for they don't charge to speak or another appointment, that is not what I was told. If it was free or part of the customer service, why wasn't it given to me then? To this day, the design supervisor refused to speak with me and that is considered "okay" by company standards?Is there any way the BBB can document that I'm unsatisifed with the response without resolution? I don't see Closet World changing their position and if that is so, then please just document that.
Sincerely,
*****************************Business response
07/02/2024
We do not want our client to be unhappy with their closets we will reach out again to see if there is anything we can do to work something outInitial Complaint
06/04/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Very deceptive, lied about closet having backing, sales be weary, I 12 ft ceilings and closet spaces are to small. Workmanship is lazy cheap mdf wood not worth $3500Business response
06/10/2024
client signed a contract with Closet World on the contract it is clearly marked (no backing) job was installed and completed on 5/31 and signed by client. on 6/7 our district manager spoke to client and explained backing was not included on the project however as a customer service gesture he offered $100.00 for patch and paint work that was needed and client declined.Customer response
06/10/2024
Complaint: 21798687
I am rejecting this response because: I was never told about backing not being included I just assumed it was for the amount paid for, sales people very sneaky saying she told me, dishonest.
Sincerely,
*******************Business response
06/11/2024
On the contract that the client signed it is clearly marked no backing. Backing is an additional item which our designers are trained to offer . We do apologize for the inconvenienceCustomer response
06/11/2024
Complaint: 21798687
I am rejecting this response because:
Sincerely,
*******************Initial Complaint
05/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Had a wall bed installed in January, used it 3 times and it completely broke. Notified closet world and they want me to pay to fix it to get repaired. Per the website and my sales rep repairs should not cost anything for 7 years after purchase! They wont even come and look at it unless I pay $130. I let the manager know their website does not say warranties have any cost but they refuse to send someone to fix it.Business response
05/23/2024
I have called & spoke to client as a customer service gesture we will not be charging $130.00 labor fee and a manager will call our client and set up a service to fix the wall bedInitial Complaint
05/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In 2001 Closet World came out to my property to install a closet in my garage. Just recently the close started to open on the bottom. I called their warranty and they sent a technician out to my property to inspect. The technician that came up to inspect indicated that he would be going back to write a report to the office indicating that the closet was not properly installed and secured on the bottom. He said I would receive a call the next day. The next day i received a call and to my disappointment the story changed, and I was told that it was my fault due to excessive weight and would need to pay at a discounted rate for them to come and reinstall. On 5/15 i called and spoke to a supervisor by the name of ******, who was rude and then ended up hanging up on me. I called today on 5/16 and spoke with *****. He indicated that there is a weight limit. He stated that there is nothing they can do but he can give me a discount because its due to weight. I told him that is an assumption and where in their contract does it indicate about weight. He had to put me on hold to find an answer that wasn't even legitimate. I explained that all i want is for them to come and fix it as indicated in their warranty per their technician is was bad installation. At this point they are blaming me with no hard evidence or proof.Business response
05/22/2024
We went out for a survey this installation was done in 2021 we do not believe the cabinets were installed wrong it has been 3 years we have pictures showing the cabinets were overloaded, they do have a weight limit. Our manager tried to work with our client and gave her a discounted price to replace the cabinets client declined. We do have the contract here if client changes her mind. We cannot replace for free there is charge for new cabinets.Customer response
05/22/2024
Complaint: 21722075
I am rejecting this response because: the closet has not been installed for 3 years. When they came to see the closet it was already empty and they are assuming that it was over weight. There are no screws holding the bottom of the closet. I do not want a new closet. I want them to come and repair it and if they cant replace it. I paid 3000 for a close to use for storage not to have it there empty. No where does it give a weight limit on the contract and when I called and spoke to a supervisor he was not even able to tell me where it gives the weight limit. The close broke down due to improper installation and now the company doesnt want to correct their issue. The technician that came out to see the closet made it quite clear the closet was not installed properly as it was not secured on the bottom.
Sincerely,
Georgia TsachpinisBusiness response
07/15/2024
All work was completed on 5/14 if client would like additional work please have him call our office directly at speak to ***** at ************ and we will be happy to helpInitial Complaint
05/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On May 10, 2024 Closet World cancelled the installation of a closet that I had paid for only a few hours before the arranged installation time. The manner in which it was done was unprofessional and I wish for a full refund because I moved everything to the side and cleared my schedule for this work to be done only to be left in the dust with no closet. I was told that four of their installers called off to work. This is highly unprofessional. I held up my end of the bargain by prepping the area, clearing spaces, arranging for family to be gone, arranging for dogs to be gone, and loss sleep scrambling to finish all of my work so that the installers would have a comfortable space. I am willing to undo my yelp review, which I left a star of 1, and I will not do a poor ****** review if Closet World processes my refund immediately.Business response
05/23/2024
credit of $150.00 was given'
contract total : $6871.00
deposit $566.70 on 4/20 deposit of $2266.80 on 4/25 deposit of $601.50 on 5/1 final payment $3286.00 (balance of $150.00) written off account
Customer response
05/28/2024
Complaint: 21700001
I am rejecting this response because:1)The installers who finally arrived installed an incorrect closet according to the blueprint. Please consult with *****, your designer of my closet.
2) I was told that I would have 5% back, but was instead given $150 at the last minute, which wasn't agreed upon.
3) On the post-installation sheet, I wrote that the closet was incorrect and haven't heard back from anyone.
Sincerely,
*******************************Business response
06/11/2024
We will have a supervisor reach out to client to discuss any other issues on the installationInitial Complaint
05/01/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
On 4/19/2024 i had an assessment completed and was on board with completing the closet the designer was a complete professional I adored her and gave my deposit and had something tragic happen that same night and decided i need to cancel my closet makeover due to unforeseen circumstances. I immediately contacted closet world via telephone on 4/20/24 and was told that i needed send them an email to ********************************* which i did twice on 4/20/2024 and on 4/22/2024 and immediately called and confirmed that they had received it. I let a week go by and then started to follow up with them regarding my refund. I have called 5 different times attempting to reach a manager or someone in cancellation department and i'm always being told that no one is available. I last spoke with someone today ******* who I asked to get me connected with a manger and Closet World attempt to withdraw $2700+ out of card. Luckily I have my card locked. When I asked why would they try to take money after i cancelled the order and they received my cancellation in a timely fashion i was told that it's an automatic thing. Makes no sense. I am seeking my full refund for my deposit.Business response
05/03/2024
good morning
I found your email for cancellation and i have forwarded to our sales department to cancel your contract and refund your money. This should be done within 48 hours i do apolgize for the inconvenience.
Customer response
05/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and hope they follow through. This resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
04/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On the 8th of March, a representative came out and handle all the details about installation of closet. My installation date the 25th of March. No one called or showed up so I started making the calls. I have all the names of people I've talked to and as of today, April 29th no one has bothered to make any attempt of installation. I was given another date of April 15th for installation. Again,no calls or installation. The third time I called I finally got a phone call from a manager. After his assurance, I got a call from Closet World stating the installation would be done on April 29th, which is today. No call until I started the calls this morning. Guess what? They don't have any info on installation. I no longer want to deal with your business. I'm a widow, just moved into my new home on March 1st and everything is in disarray because of your despicable practices.I was told I wouldn't get my money back because after 3 days of signing contract, one cannot get deposit back. Very convenient on scamming. I want all of my money back. If I don't hear from someone today about my money, I will be filing a civil suit.Business response
05/03/2024
We do apologize for the inconvenience this contract will be cancelled and the funds reversed back to the same card.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
04/17/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
date of transaction: 04/09/2024 amount: $1080 product: custom closet nature of dispute: quality of the product, they provide inferior product that cause my health problem, the particle board they are using contain allergen or chemical that cause my allergy and headach, they refuse to accept my return and attempt to charge me to uninstall it.client number *********Business response
04/26/2024
Client removed product and we refunded client back entire cost of contract on 4/20/24Customer response
04/29/2024
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,
*******************
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Customer Complaints Summary
221 total complaints in the last 3 years.
57 complaints closed in the last 12 months.