Complaints

• Initial Complaint

  12/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  had a sales *** come to my house to measure out for a closet/doors. she scheduled an install for Dec. 27. On the evening of Dec. 26, I realized that no one has reached out to me to confirm a time. I called the morning of 12/27 to find out the window time frame & was told that "there's a design question so they put a hold on the install" but yet, no one called me to get the question answered. I've been calling them multiple times a day to get an answer and a refund on the deposit I put down, but no one will return my calls, or I get hung up on. I talked to a manager, ****, today who would not help me then he hung up on me. They have my money that they refuse to refund because it's past the 3 days since the designer came to give me an estimate, but THEY are the ones who didn't show up to do any work or make an effort to reach out to me to rectify any issues there might be. These people are crooks. THEY take your money with the promise to do the work, don't show up and try to keep your money

  Business response

  01/02/2025

  We have cancelled the contract and refunded the deposit back to the same card on file. We do apologize for the inconvenience we have caused our lcient . I have left a message for teh client to apologize.

• Initial Complaint

  12/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with this company in May to do an install. They installed in August and did a terrible job. They offered to replace it and correct their errors and terrible installation. They did offer me a bigger cabinet, which I had wanted always to accommodate my laundry baskets this entire time. They then gave me a bigger bench which I did not want. They came out a second time to install and it was worse than the first time. They dented my washer and dryer and there are still many damaged pieces that they are refusing to come out and fix despite them promising a warranty. Pieces were installed crooked and not level. Pieces remain damaged and cracked, and I didn't get everything according to my installation contract including missing pieces and shelves. The company refuses to further do anything about it, including even coming out to inspect their work, and consider the job complete. It is far from complete. I would like them to come and remove their shelving and give me a refund. it is a subpar job and a subpar product compared to what was promised.

  Business response

  12/10/2024

  Client had signed off on the work twice. Second visit was to add a deeper cabinet that wasnt on the contract we did that at no extra cost to the client. Then we returned again to replace both upper cabinets when the new installer told us there was nothing wrong with the old ones. I asked the installer to replace them anyway since there was a complaint. That was done and signed completed.
  
  Client asked for two drawers for free and I declined her request and said it would be a new contract. I believe that we didnt install two small panels that held a oval hanging bar so we should schedule that for final fix then everything after that would be 100% new.
  
  manager will reach out to client to address final issue 

  Customer response

  12/10/2024

   
  Complaint: 22645541
  
  I am rejecting this response because: there are still many damages that are unacceptable.  The first installation was literally the worst my salesman had ever seen in the 9 years at the company. Every shelf and cabinet that was installed was damaged, installed crookedly, uneven, and completely unacceptable. They had forgotten to install facia that was part of the contract, so everything had to be removed to add that in.  The big cabinet was not the right size to begin with as my salesman had mismeasured and when they installed it, they punched nail holes through the bottom of it from the nail gun on installation, and I have all the pictures and all the emails to prove it. I asked for it to be reinstalled as it was completely damaged and in no way acceptable.  Then on the second installation, while improved, there are still many many problems. The hanging bars look like swiss cheese and don't have matching hardware.  There are cabinet doors that have been installed that are not the same size that were promised to be reordered.  Mismatched sized doors are not acceptable. I never asked for free drawers.  ************ changed the size of the bench installed without notifying me or getting my permission and I never agreed to it.  I offered to accept if I could have drawers installed, otherwise I wanted the original bench size installed that was agreed to in the contract.  I never authorized a change to the bench, your company did that without my consent, knowledge, or approval.The bench is now to deep to use as a shoe storage which was part of the original intention.  There are parts that were installed with gaps where the cabinets are wider at the top and narrower at the bottom. I have invited closet world out to inspect their own work and they refuse to even come and see the work to address the concerns with me.  I am not being unreasonable.  I am a public school teacher and saved up for a long time to be able to afford this room conversion.  For them to provide such subpar installation is incredibly disappointing, as I did not get what was promised according to contract.  I never agreed to two different sized doors on the same cabinet nor did I agree to unmatched hardware or a different sized bench.
  
  Sincerely,
  
  ****** *******

  Business response

  12/18/2024

  we will have the manager reach out to resolve the issues immediately 

• Initial Complaint

  11/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed off and approved a design from closet world in October 2024. When they came to install, I saw that the design was different and they didnt follow the spec. Also did not include the shelves and installed the wrong hardware. I called at least 5 times a day and they said they would call back and never did. I asked for a partial refund given the design did not match the product and the company is not responding. This is manipulative and wrong business practices.

  Business response

  12/03/2024

  Our manager spoke to the client a while back and they are unhappy with the sales department and claiming they did not approve final design. Our managers have reached out 2 days in a row to our client to see what we can do to assure our client is happy with final product. We will continue to reach out until problem is addressed

• Initial Complaint

  11/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 11.01.24 I signed a contract for a closet. Other individuals advised me to check their BBB history and there was nothing in the design which would have allowed me to hang ANY long clothing or jackets. After looking through BBB history I reviewed the contract and it stated i could cancel within 3 days. So, I cancelled via email on 11.02.24 and received a phone call confirming receipt of cancellation. The original form of payment was by check as requested by the designer (should have known then to use a cc). While reviewing my bank account I noticed they cashed my check on 11.12.24, ten days after the cancellation. Ironically, the contract states anything paid must be returned to me within 10 days of cancellation. Well, doesn't look like that is physically possible. I didn't cancel the check because I was trying to do the right thing and not have their company incur a fee for a returned check. Now in hindsight I'm beginning to wonder if their poor business practices are true. I called the same number listed for cancellation and was told, "oh, we don't have a number for the cancellation department, a manager will have to call you back - they're in a meeting. Meanwhile, my ******* that was taken from my account is still outstanding. I would like my refund per the contract. To answer any questions, no the contract does not differentiate between, cash, credit debit or check payments.

  Business response

  11/15/2024

  this contract has been cancelled. A refund check will be issued on 11/22

  Thank you

  Customer response

  11/16/2024

   
  Complaint: 22557861
  
  I am rejecting this response because:
  
  The contract states funds will be returned within 10 days of cancellation.  This contract was cancelled on 11-2-24.  Why am I waiting 20 days for them to issue a check?  This is clearly a violation of the contract and bad business.  I want my refund processed immediately!  Holding onto someones money is unacceptable! 
  
  Sincerely,
  
  ****** ******

  Business response

  12/02/2024

  this contract has been cancelled and a refund issued. Check # ****** $2954.00 was mailed on 11/27

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently purchased over $25K worth of cabinets for our master closet, hallway, and garage. After installation 10/24/24, I noticed defects in the laminate materials, including warped edges and uneven glue marks. The shelves were too wide and protruding out of the cabinets. The desk cover laminate was overcut, causing it to stick out and peel off. Cabinets were scratched. The installers damaged our walls and floor moldings and metal wall edges became exposed. Our shoe cabinets was ordered with incorrect depth and shoes didn't fit. There were visible nail marks on the new cabinets. I was told to sign another contract #2 for $6K to replace defects and add upgrades, with promise to receive a credit for the defective items. Nic the designer called his manager, *******, who said the shoe cabinets werent too bad" and suggested I simply turn the shoes sideways to make them fit. I was shocked by this suggestion, as it ignored the error and was dismissive of our concerns. *****, the installation manager called to apologize and said he would take full responsibility and promised to resolve all the issues. He then informed me that I would not be receiving the promised credit and suggested to cancel contract #2, and prepare contract #3 for $1.5K to replace all the defects at no charge, and charge for only upgrades, and replace the shoe cabinet at no charge. I canceled contract #2, and signed and paid for contract #3, with an install date for 11/08/24. When I did not receive a call to confirm the install date, I contacted the install team. They informed me that my contract had been canceled with no explanation. I left several messages on 11/08/24 for ******* and ******, in sales and ***** VP, but I have yet to receive a response. I spent alot of money with Closet World and I expect a call back on Mon. 11/11/24, with an update on the reinstatement of contract #3 and a resolution to the issues with the defective materials, the shoe cabinet, and the upgrades I have paid for.

  Business response

  11/15/2024

  I truly apologize for the inconvenience. The job has been un cancelled and is set for 11/18 for competition

  Customer response

  11/21/2024

   
  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

  09/30/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am writing on behalf of my elderly mother, ***** ******. On 10/10/24, my mother and I consulted with designer *** ****** of Closet World and agreed upon a design for 2 closet units. During the consultation, my mother made clear that she wanted shelves in both units, and ****** referenced the shelves when going over the design with my mother. When the work was done on 8/28/24 and no shelves were installed in one of the units, my mother questioned the installer who replied that shelves were not included. My mother has tried to contact ****** to confirm their prior understanding, but she has not responded to date. My mother then reached out to Installation Manager ****** ******** who advised her that shelves were not included, despite the fact that my mother provided him with an "Item List for Wall" created by Closet World that referenced two shelves for the unit at issue. ******** was disrespectful and dismissive to my mother's concerns and told her that if she wanted shelves, she had to buy them. On 9/26/24, I emailed Pichardo, Freire, and the feedback email on my mother's behalf detailing everything above, reattaching the Item List, seeking clarification as to why two shelves were included on the Item list if they were not part of the contract, and asking for a resolution. To date, they have not responded to my inquiry and have not contacted my mother for a resolution. My mother paid $4,694 for the work, and her desired resolution is to receive the shelves and the brackets she paid for. Please note that (1) the contract my mother signed does not set forth the specifics about any of the shelves and she never received or signed the "Design Review and Acceptance Checklist" that the contract purports to incorporate by reference; and (2) the Item List for the second unit listed multiple shelves which correspond to the ones that were installed, suggesting that the Item List if the source of truth in this matter.

  Business response

  10/01/2024

  Our manager will reach out to client, and we will not charge client for additional shelves

  Customer response

  10/02/2024

   
  Complaint: 22354480
  
  I am rejecting this response because: On October 1, I emailed the individuals I previously communicated with at Closet World setting forth the response on the BBB website which indicated that a manager would contact me and the shelves would be provided at no extra cost. For the first time since she designed the closet units and told my mother that shelves would be included for both units, *** ****** responded and told me to contact *** ********.  Today (10/2) my mother and I contacted ******** and told him about the BBB response.  He said that my mother did not pay for additional shelves and walked me through the drawings, and he let me know from his point of view that the shelves were not included in the original design.  He then stated that he had a document with my mother's signature on it that shows that she agreed to the shelves provided.  When I disputed his responses and reminded him what was said in response to the BBB complaint, he stated that my mother did not pay for the shelves so no shelves would be forthcoming.  When I reminded him that he designer told my mother that shelves would be included when she walked her through the drawing, he indicated that my mother must have "misunderstood" and that she was "confused"  Offended, I asked him if his comment - made while he was fully aware that my mother was on the phone - was because of her age. He denied it.  I noted that my mother was neither confused nor did she misunderstand anything, and instead she was misled by the designer.  I reminded him that I was there and heard the designer indicate that the shelves would be included, just like my mother.  He then accused me of not being satisfied until mother gets something that she did not pay for, as if I or my mother could not afford the two shelves she was promised (he mentioned his knowledge that I was a lawyer at least twice). The phone call got heated on multiple occasions as he repeatedly spoke to me like a child and interrupted me after accusing me of interrupting him. I became angry because my mother was experiencing first hand what others have complained about on the BBB site, and when I noted the similar complaints, he was dismissive and went back to his talking points. 

  When I indicated that I need to reply to the BBB response within a set amount of time and that I would have to report that he is now stating that Closet World will not provide the shelves to my mother, he stated that since I'm "going that route," he was not going to provide me with the document he claims my mother signed despite previously agreeing to do so. He repeatedly stated that he was trying to help, but refused to acknowledge that my mother did not get what was promised and what she believes she paid for.

  Based on the Closet World's reply to my email, I expected a better outcome.  At the very least, ******** could have recognized that my mother was promised something that she did not received or that the designer simply made a mistake. Either way, this is not the level of customer service I expected, especially when the response to my complaint was "our manager will reach out to client, and we will not charge client for additional shelves.  I ask that in response to this rejection, Closet World keeps its word to provide my mother with the shelves she was promised.

  Sincerely,
  
  ******* ******

  Business response

  10/03/2024

  I am truly sorry you were treated this way. I personally spoke to ***** the district manager of the ************** and he was to have ****** call you and get the shelves delivered at no cost. I apologize that he did not reach out and take care of this. I again called ***** and left a message for the client that she will get a phone call today to set up the delivery of the shelves. Again, i am so sorry for everything you have been through please feel free to reach out to me with any questions. 

  Michele 

  *********************

  Customer response

  10/08/2024

   
  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

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Closet World quoted me an amount for my closet but mismeasured the closet when designing same. When the custom closet could not fit, they told me I could either pay more for a functional closet or sacrifice my down payment. I refused to do either and they have not refunded my money. Greater detail provided in attached email.

  Business response

  09/23/2024

  This job has already been manufactured however client did a chargeback and received the funds back 

  Customer response

  09/23/2024

  Closet World took the position since taking my money on June 20 and 21, 2024 and breaching the contract on July 3, 2024 that I cancelled the contract and has demanded that I send them written confirmation of my cancellation since.  I contested the charge to my account with my bank on July 3, 2024 and have not, as of today's date, received a refund though Closet World indicated on September 17, 2024 that I would receive such refund.  It is unclear why I have had to wait this long for a refund of my deposit given Closet World's breach nearly 3 months ago. 

  Complaint: 22294036
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  Business response

  10/02/2024

  We sincerely apologize for the inconvenience that was caused. The account is closed, and client did a chargeback through their credit  card company and they have received funds back in July 

  Customer response

  10/03/2024

   
  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. However, I did not receive the funds back in July. I received them on September 23, 2024 only after I submitted my response to BBB and wrote a lengthy letter in response to their repeated demands that I send them a written confirmation of my cancellation. Given that I did not cancel, they breached, I refused to do so and they refused to return my funds. I have multiple voicemails and emails confirming as much. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  09/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I hired Closet World to build a closet system. The day of installation was August 8, 2024. The total was $4,532.00 To set the appointment date a 50%payment was required, I paid $2,566 and the other half was to be paid after installation completion.Prior to installation I went over what design I wanted , and was drawn out a template. The designer assured that this would be quality material and beautiful craftsmanship work performed by closet world a company that have been around for years .I was mislead by the design ,measurements, **** and quality that was given to me. The quality and craftsmanship of the cabinetry from closet world . It is below industry standards.I notified closet world about my frustration with the unit.I tried to reason with closet world about the misleading design and quality that was given, the pictures from closet worlds hand book looked nothing like the unit that was installed.I was promised quality and a modern look that would fit the luxury and style of the newly remodeled house , which I did not receive at all what so ever.Closet world unit that was installed is an eye sore and made the existing closet space 14 inches smaller in length,15 inches smaller in height , and 12 inches smaller in ****h.

  Business response

  09/16/2024

  please see below email that was sent to our client: they have not responded and stop taking our calls client still has a balance due on account 

  Hello, Mr. ************** email to recap the additional work agreed to complete, above and beyond the original design that was completed as designed and paid for. You agreed to pay a labor only charge of $130 for the additional materials, provided to you at no cost, to be installed to the right of the existing, standalone drawer section. This was not on the original design, contracted, nor paid for. 
  
  Upon completion of this additional shelving section, you agree to pay the $130 labor only charge for this section, and the pay the remaining balance of $2,266 for the original installation because of the stop payment made on check #*** on 8/13.
  
  In the event of breeching the payment agreement, or doing another stop payment on the check, or checks written on the completion day, the account will move to the next step in the collection process, which is a mechanicals lien on the property where this install took place.
  
  Please confirm that you are in agreement to the payment and scope of work. Once I receive the confirmation back, I will call you to schedule a time to add the additional section.
  
  ***** ******
  
  District Installation Manager
  
  Closet World
  
  ************
  
  ************ fax
  
  ************************************************************

  
  
  

• Initial Complaint

  09/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Zero stars. The installer showed up with only 1 closet organizer, I was unable to make contact with the designer. The installer had terrible customer service and truly didn't care about not having the 2nd closet organizer. I just looked looked at my credit card bill and was charged 100% and yet the company has yet to install my 2 and closet. These organizers are expensive and the marketing says 50% off I can't imagine paying over $12k for a childs closet and my closet is not much larger. Buyer be aware that the full charge on my credit card was not ok when the complete service was not provided. The manager said it was the designer's fault as they didn't receive the childs closet layout.

  Business response

  09/16/2024

  all work was completed on 9/11 we apology for delay

• Initial Complaint

  08/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On May 5, 2024, a sales **** whose name does not appear anywhere on the contract, came to my home and **** up plans for a closet system. I told her I was indeed going to give them the job at which point she told me there was a deposit required. The contract price was $5032.00, the deposit $1006.00 and balance due would be $5032.00. They would only take my debit card, no check. I was told that I could call when I was ready to have the work done and schedule it. The time finally came on August 5th, and I called to schedule installation. After being switched around to a couple of people, I was told by the scheduler I spoke with that before they could schedule the work, I would have to pay 40%. I almost fell over. I told her I have never heard of such a thing and certainly wasn't told this by the sales **** *** I k*** why. I believe she intentionally didn't tell me. I am a senior citizen and am not so stupid that I would pay for a job before the work was even done. I asked to speak with the person highest in authority there (**************), and of course she wasn't there so they were going to connect me to another sales manager whose name I believe was ******. She was on the phone so I was asked for my number and told she would return my call. That was two days ago, I'm still waiting for my phone to ring. I would like a full refund of my deposit so I can call a reputable company to install a closet system. After reading the reviews, which I should have done prior to calling Closet World, I realize there is some kind of scam going on, I was floored by the number of complaints and what those complaints were..... It truly borders and perhaps crosses the border of elder abuse.

  Business response

  09/05/2024

  Our client signed a contract for $5032.00 On day of signing the contract the client placed their contract into a pending status (which requires a 20 % deposit) this was taken in 2 payments of $503.20 the first payment on 5/25 and the second payment of $503.20 on 5/30 (after the cancellation period) In order to set an installation date a 50 % deposit is required. Then the final payment upon delivery. I do apologize if client did not receive a call back from sales in a timely matter. Unfortunately, the client is past their cancellation period and refund can not be issued. 

  Customer response

  09/05/2024

   
  Complaint: 22186799
  
  I am rejecting this response because:

   

  They have skirted the fact that their ***resentative never informed me of any such policy concerning scheduling an install appointment. I don't care what they say, just read the other complaints and you'll see this is the norm for them.

  I would never have agreed to having them do the job if I had known they wanted 40% at time of making install appointment. This was never stated, and I have two people that were present the day the ***resentative was at my home and heard the discussion. I have to believe that the *** knew I would not agree to paying for something before the actual work so never mentioned it. For God's sake, I'm not an idiot except for the fact that I thought Closed World was a reputable company. I was mistaken, again, refer to all the other complaints. In the cases where the work was done, it seems that it was shoddy and unacceptable. In the meantime, the company just keeps every dissatisfied customer's money. 
  
  Sincerely,
  
  *********************

  Business response

  09/10/2024

  Contract total $5032.00 when contract is signed and sold client can either place a 50% deposit (10% day of signing and 40% 3 days after cancellation) and receive an installation date or place a 20 % deposit down (ran in 2 payments 10% day of and 10% 3 days after cancellation) client choose to place job into pending status. When client called in to receive a date teh remained 30 % is due to set date and then the final upon arrival of materials. Client is past the 3 day right to cancel the contract 

*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. ↩