Complaints

• Initial Complaint

  02/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a sales person come out and give me a quote. Her and her manager were really trying to pressure us into booking. They gave us a slight discount for booking that day. We agreed. The contracts are not very professional. Its literally a yellow paper with drawings on it. First of all the sales girl messaged wrong so they came out to do the install and it was not correct. The installed redid the measurements and they still were wrong. They came back a second time and it looked horrible and did not fit properly. The installer also damaged the cabinet in multiple places with the screws breaking through and tried to cover it with paint. I called the company and told them I dont feel comfortable moving forward and just want it removed and a refund. They had someone come out and remove it and said I would get a refund right away. Its been a week and Im still waiting for my full refund they promised. The sales girl I was working with also ghosted me regarding all my issues and what not. Would really like someone to issue us our refund so we can figure out what to do with the holes in our walls now. I paid with check and credit card and want the full amount back on my credit card.

  Business response

  02/17/2025

  We sincerely apologize for the inconvenience that was caused to you. Your contract was cancelled and $1114.00 was refunded back to the **** on file confirmation # ****** and $1114.00 a check was issued and mailed out on 2/13. We cannot put the entire refund on the card it has to be reversed the way it was paid. 

  Customer response

  02/18/2025

   
  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

  02/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 16, I met with Closet world designer. ****** was lovely. I really trusted her. When I was removing articles from my laundry room, I realized the flooring that I had put in there a few years ago was Not put under the existing cabinets because they were permanent. ****** did not consider that the cabinets were not going to cover the subfloor. She made light of it and said oh that happens with **********, that doesnt happen with demoing that happens with not having the foresight to know that the subfloor was going to be different. That is her mistake. Meanwhile, she told me to have my floors fixed so it would not show the subfloor. This will cost me an additional $1000.00 dollars.The cabinets have not been delivered yet and my contractor said she has the wrong dimensions. Also, they advertise that if you spend over $800 the Demolition is free well they didnt offer me any Demolition I saw this on the website after I had made my order. I hired a Handyman to do the demolition. . Meanwhile, I have to get the floor redone so the subfloor will not show when the new cabinets are installed. ******. inferred that I signed the paperwork I had three days to cancel. I let her know that wasnt what I was trying to do. I was trying to just re-order a bigger cabinet on the lower part of the unit. I spoke to the manager **** and he said that nothing could be done because its already been in production. Im not having them installed for another week and a half on February 12.I feel I should have some recourse financially since Im having to put out money to To cover over the subfloor, Otherwise, the subfloor will show and itll look ridiculous. I pray this is my only problem with them as I did not read the reviews and see that there are many unhappy clients.

  Business response

  02/04/2025

  Our sales manager and designer will reach out to our client to quote a price for deeper cabinets. Job cannot be cancelled client is past the cancellation period and product has already been manufactured 

  Customer response

  02/05/2025

   
  Complaint: 22885337
  
  I am rejecting this response because:
  I had reached out again to ****** and she ignored my text. I realized it was on a Sunday but I was so anxious about how I was treated and I did not know BBB would get such a response so quickly. I talked to my credit card company that I charged the cabinets on and I canceled the card. I called ***** that I put my deposit down and told them I was being mistreated. I spoke to my designer and the manager on Thursday, January 30, 2025 and they both said that the cabinet was in production and they were not going to make any changes and they were adamant and I didnt know there. Was anyone else to reach out to but the BBB to make my ************ 4:45 Monday I received a text stating that ****** tried to call me as she had gotten a message from a manager to let me buy the bigger cabinet. She assumed I reached out and tried to talk to another manager, but being treated with such disrespect when I had good will and good intentions of moving forward and with their strong  No I moved forward to canceling everything. I did call Closet world and told them I needed to cancel and they said I needed to send the three day cancellation notice and I told them it was past three days and she said to send it anyway. I sent it through a text and I sent it through an email that I was canceling and why . I am a senior and I felt very mistreated..I really liked ****** and I really felt she had my best interest as she shared with me. She has three children and a husband and I really wanted to give her the business but then all of a sudden when I wasnt happy, she started bringing up the three day cancellation notice and I wasnt allowed to do that..her whole attitude changed towards me. I felt very disrespected. I wrote her and told her in response to her text that I had already canceled the order and no, I didnt speak to anyone. And why all of a sudden they could change production on Monday when they wouldnt budge on Thursday. I know I signed the three day cancellation but until you have the demolition done, you dont know what problems youre going to come across and what they didnt measure correctly. She ordered two cabinets that are 31 inches wide which adds up to 62 inches. That area is only 61 inches. I dont wanna wait for installation to find out that cant install the cabinet. I dont trust Closet world anymore and Im not going to move forward if they would like to go to arbitration I will take them to small claims court or whatever I have to do if they proceed with demanding the $6000 .I wanted to proceed with Goodwill and they were not honoring their responsibility as ****** made mistakes and measurements. And they wanted me to take the responsibility because supposedly they read everything and explained everything we never talked about Flooring ****. The manager said that they werent in the business of Flooring well if they measure wrong, they are in the business of flooring because they need to cover the subfloor. Thank you for reading this long letter

  ****** *******.

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

  Business response

  02/11/2025

  I have called and spoken to our client and we are going to cancel the contract. The client has already done a chargeback so i will not fight it so funds can be released back to client 

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to file a formal complaint against Closet World regarding the poor service and subpar product we received for a recent closet installation in our new home.We contacted Closet World on 11/27 with the intention of making the best use of our closet space. After an initial inquiry, we received prompt responses, and a saleswoman visited our home within the same week. The sales appointment went well, and we were confident in her expertise, trusting her recommendations for the closet design.However, after a few weeks, the installation took place, and we were extremely dissatisfied with the result. The design did not make proper use of the space, and the shelves were too shallow to even hold a pair of pants. Additionally, the design was missing doors, which we had specifically discussed with the saleswoman. She had shown us several door options, and we were under the impression they would be included. Yet, when the installation was completed, there were no doors, and we were left with an incomplete and ineffective design.Despite our attempts to address these issues with Closet World, including multiple calls to their customer service team, we were told that nothing could be done because this was what we had "agreed to." We were left with damaged walls around the installation, and now we are faced with the additional cost of hiring someone to remove the poorly installed components and start over. We have already spent over $1,000 for this unsatisfactory service, and now we must spend another $1,000 to correct the mistakes.I feel misled by the sales process and the final product, and I deeply regret not choosing another company for this project. I am seeking assistance from the Better Business Bureau in resolving this matter fairly and would appreciate any guidance you can provide in obtaining a full resolution

  Business response

  01/29/2025

  customer signed a contract with ********************** on 12/7/24 for $1990.00 for 2 custom closets: nowhere on the contract does it say mirror doors, they were not ordered by the client. We have spoken to client on several occasions and have even given them a discounted price if they would like to order doors.

  Customer response

  02/08/2025

   
  Complaint: 22861381
  
  I am rejecting this response because no one has called us to offer any type of reconciliation. Every time I have called closet world they tell me theyll call back and no solutions have been offered. The design consultant showed me closet door options so Im not sure why that was not included in my order or install. 
  
  Sincerely,
  
  ****** *********

  Business response

  02/10/2025

  When our designers go into the home the clients are offered many options of material, depth, accessories, deco doors, mirror doors, sliding doors etc. Mirror doors were not purchased there was no mirror door form client was not charged for the doors, and they are not on the contract or designs. The only option that can be given is if client were to purchase the doors. We can send out a designer to measure and client can pick design and color. The doors can be done for free they have to be purchased   

• Initial Complaint

  01/24/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We met with the designer to configure a closet in a newly renovated room. We expected the closet unit to fill the physical closet space. According to the diagram, the unit should be 85" tall with 18"-24" depth shelves. What was delivered was a 68.5" high unit with 12" shelves. We contacted ClosetWorld and the Operations Manager, ***** *****, responded that the unit was built to specifications. We asked to see a copy of his specifications sheet to compare to our contract. His documentation supports our claim that the unit was not built to specifications. Several unsuccessful attempts were made to contact ***** ***** via email. When we called back after the holidays, we were informed by **** ****** that ***** was no longer in that position. **** asked us to forward the communications with ***** to him. We sent a copy of the communications and several additional follow up emails but have not received any response from the company. We have since spoke with several other Closet World clients and all report that a second ********** came on site to finalize the measurements before the product was installed. This did not happen on our project. We measured the physical closet space and discovered it is only 84" in height and the original designer measurements were inaccurate. We are looking to have this unit replaced with the correct size unit or remove the unit and refund monies paid.

  Business response

  01/29/2025

  Client did not pay for 85" panels they paid for 70" which the drawing clearly shows: the 85" on left side of plans shows ceiling height the 70" on right side shows height of panels, if client wanst to trade out for ceiling high panels tehre is a cost to do so

• 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,
  
  ******* ******

*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. ↩