ComplaintsforCloset World

• Initial Complaint

  12/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The closet installer damaged the walls and the work was terrible.

  Business response

  01/26/2022

  Business Response /* (1000, 5, 2021/12/13) */ Our V.P. of operation Left message to client to address all her concern waiting for her call back

• Initial Complaint

  12/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid Closet World a total of ******* by October 6, 2021. What was supposed to be a custom white closet resulted with: one out of eight drawers that doesn't close, zero drawers line up with each other, seven out of eight drawer faces have a black filth around the edges that cannot be removed, 2 missing acrylic doors, 2 missing ********** ******* and hanger rungs that are sitting on the floor because they do not fit in the improperly installed panels. Several of the walls were installed backwards. This is a problem because the ***** for the hanger rungs are not equal distances from each edge of the panel, thus ********* the hanging section completely useless in the entire back wall of my closet as a rung will not install at a diagonal. ************* several of the walls *** ******* by ************** and their ***** are ******* **** Close World has recognized that the job they attempted is not complete and in need of repair and has rescheduled a time for them to return 3 times now without anyone showing up. They call the day of the appointment (3 days I've taken off from work to let them in) and today ******* they called for the third time to reschedule to December 20, 2021. I do not believe they will keep that appointment. This closet was supposed to have been completed on October 6, 2021 which was 24 days prior to me moving into my new home and Closet World has failed tremendously at meeting that deadline and at providing anything resembling a quality product. Aside from this, one of the two gentleman **** *** who was actually ********) has an absolutely menacing demeanor and I prefer he not return to my home. Closet World insists that they cannot accommodate that request. My solution would be a 100% refund and I will work with someone else to fix the damaged, filthy, and useable closet that was contracted to be completed 65 days ago.

  Business response

  02/14/2022

  Business Response /* (1000, 8, 2021/12/29) */ We have called client and set a return date for 1/17 to address all issues, we do apologize for all the inconvenience Consumer Response /* (3000, 15, 2022/01/17) */ I do not accept Closet World's resolution regarding completing the job on January 17, 2022, because they called to cancel their appointment this morning (January 17, 2022). My wife and I will be happy to accept a refund in the amount of $********, so that we and Closet World can end our working relationship once and for all. We have no confidence in Closet World and we can no longer manage our work, baby, and home life around a schedule that Closet World refuses to uphold. Business Response /* (4000, 19, 2022/02/11) */ We apologize for the delay we had a few installers call out sick that day the service has been re-scheduled to 2/17 Consumer Response /* (4200, 21, 2022/02/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unacceptable. This job was supposed to have been completed in October, before I moved in, and now I'm supposed let this guy back into my house after claiming he has been sick more than 5 times between November and early February. I understand he likely wasn't sick all of those times and just didn't want to complete the job. Point being he clearly has health issues and I will not allow him around my unvaccinated infant. Additionally, I no longer have the time to take off of work so that Closet World can call the morning of 2/17 to cancel just like they have done 5+/- times in the past due to "illness."

• Initial Complaint

  12/07/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've expressed with ***** multiple times that I'm afraid that the cabinet will pull off the wall & fall onto my family. I've ********* for ***** to state in an email exactly what he said to me on the phone that there is no issue if that's the case so I have it as proof. I also would like to see replacement or fix of the messed parts in uploaded pics. 11/19/21: Called immediately & notified the installation supervisor about the issue **** garage & sent an email w/pics of the cabinet pulling away from the wall. ****** who is the installation supervisor, said he will follow up w/the district supervisor (****) & get back to me on Monday. 11/22: came around & still no word. ******* customer service about my concern w/the garage cabinet along with pics but didn't hear back. 11/23 at 3pm: Called in & spoke to ***** which he now said he will schedule some folks to come out to check out the cabinets in the garage so they will know what they need to fix. He said he will check the schedule and will let me know by *** if not by the next day. 11/24: Again, I didn't get a call from ***** or anybody at Closet World. So I gave him the benefit of the doubt because of the holiday & waited until Monday. Mon 11/29: Waited all morning but didn't get a call. By 4:30pm, I called & ***** then tried to give me the chase around until I insisted that he already did that last week & at this point he should be able to give me an updated schedule. Finally, he said he will have somebody come on Fri Dec 3rd and that somebody will call the day before to let me the window they are coming out. Fri 12/5/21: I didn't get a call on ***** so I called the morning of to confirm the time. ***** informed me that person called in sick so he's trying to figure out somebody else & will let know asap. I didn't get any call from him so called him at 4:45pm & insisted that they put me on hold since he's away from his desk. I didn't want to risk the chance of folks going home for the day since they close at 5pm.

  Business response

  01/19/2022

  Business Response /* (1000, 11, 2021/12/29) */ We do sincerely apologize for the inconvenience that our client went through, we have reached out to our client and a service date has been set for 1/3 Consumer Response /* (3000, 13, 2022/01/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The installer came out this morning again didn't have the correct size for the door. At this point, I had already taken 6 days off work to be at home for this: - Nov 19th: For the initial installation date - Dec 3rd: No show and no notification until I called in to follow up - Dec 7th: For the inspection of the garage cabinets because your initial installers didn't do it correctly so the cabinets were pulling away from the wall. - Dec 14th: Your installer folks were supposed to come between 1-3pm to address both the garage cabinets and closet. I received a call from your team at 10:40am to tell me that the person in charge of working on the garage cabinets will not be able to show up that day and you will have to reschedule. The closet installer didn't arrive until close to 5:30pm and just to find out you didn't correctly account for the baseboard which was the same problem why we couldn't install it on 11/19 in the first place. - Dec 22nd: Still didn't have the correct size of the door. - Jan 3rd: Came out and again didn't have the correct size for the door. Business Response /* (4000, 15, 2022/01/06) */ We have called & set new date for 1/10/22, we do have the correct size and we do apologize for the inconvenience we have caused our client with the multiple trips and delays

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed our contract with Closet World on ******** After the contract was signed we had major difficulties getting ahold of anyone in the office. We arranged to pay the deposit and then finance the rest. They messed up on the payment and withdrew double what they were supposed to. We had to call for 3 days before we finally got ahold of someone. Fast forward to the day of the installation *********** We did not receive proper ************ of when they would arrive. Then the install team informed us that they couldn't install for our guest bedroom and that "they had no idea why the designer thought they could". The reasoning being we have a crawl space in the floor of that closet and their designs are from the ground up. During the design process that was not conveyed at all. The *********** manager we spoke to that day was very rude. He did not care that the job was then ********** and just stated we would be ******** for that closet. We asked to receive an ******** statement (as the total cost removed for that closet was only roughly **** of a *** total) and still have not received it. In addition to partial ***** the damage they caused to the walls behind the closets and shelves was significantly more than anticipated. We knew that the shelves in the closets needed to be removed but we had shelving placed in our kitchen and they never mention they would rip out the base boards. We essentially have to ********* everything to repair the damage caused. Also the product used was very deceiving from what was shown by our *************** All of these concerns have been what I have been trying to call and speak with the company about. The day after the install I called and since then I have called every single day and left messages. Every single day I get a different story. Every time I call I have to leave my information again so it is clear they aren't even passing *** messages along to management. This company is a disgrace. They have zero customer service.

  Business response

  01/14/2022

  Business Response /* (1000, 8, 2021/12/29) */ $863.00 was removed from balance due on acct the remainder balance was processed through finance

• Initial Complaint

  11/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Closet World come in to install a home office. During the installation on 9/7/2021, the installer cut an electrical line when he missed the stud while trying to put up a cabinet. As a result, I lost power to a number of outlets. The installer didn't say anything about this. He just finished the job and left. I had three different electricians come in. None of them could find the cause of the problem. It wasn't in the outlets. It wasn't the electrical panel. They said it had to be in the wall and the only way to fix it was to tear out the lines and rewire the house. During the rewiring process, the electrician wasn't able to find the problem until they removed the cabinet and cut into the wall where they saw the damaged wire that was caused by Closet World's screw missing the stud. I contacted Closet World's liability insurance company that is listed on the back of the contract. I spoke to ******* ***** (XXX-XXX-XXXX) and she told me that Closet World was no longer a client and that they asked Closet World to remove that number from the contract form. They also tried to reach out to Closet World but couldn't get a response from them. I contacted Closet World on 10/27/2021. I sent them pictures and an invoice for the repair. They never responded to try to resolve the problem. I spoke to ********* and was basically giving me the runaround and finally told me that they were going to give me $250 to $300 for the repair. I don't expect them to pay for the rewiring of the whole house. But the rewiring of that electrical line cost more than that. The problem wasn't discovered until then electrician reached the end of the line starting from the non-working outlets to the electrical panel. This is after cutting into the walls and ceiling in order to find the problem and replace the wiring. I have uploaded the contract, design forms, and an invoice for the repair for that one line.

  Business response

  12/30/2021

  Business Response /* (1000, 10, 2021/12/30) */ We will have our district manager reach out to client today to resolve the issue. We do apologize for the inconveience Consumer Response /* (3000, 12, 2022/01/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not heard from the district manager. Business Response /* (4000, 14, 2022/01/18) */ Our district manager has been out of the office, he will return next week and we will make sure he reaches out to client to resolve issues Consumer Response /* (4200, 21, 2022/02/02) */ I waited and never received a call from them.

• Initial Complaint

  11/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Closet World to install 4 closets in our home; total cost over ******. when they arrived the technician immediately identified a measurement issue in one of the closets, which were able to modify and fix the design. He then assured me that the other 3 closets were measured correctly and he proceeded with install. Once completed, a second closet was designed, measured & installed incorrectly (the drawers do not open all the way because the closet doors-picture attached). Not only is the design and measurements off but we paid extra for backing and there's gaps in all the closets where its not aligned (picture attached) I am now trying to get ahold of Closet World to fix the closet and refund me for the mistakes. I am seeking immediate repair and partial refund for the incorrect design/install. Overall, poor quality of work, design, install and service.

  Business response

  12/10/2021

  Business Response /* (1000, 5, 2021/11/26) */ We have spoken to client & addressed all issues a new date has been set for 12/7, we do apologize for the mistakes with the design

• Initial Complaint

  11/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed two orders with a Closet World sales representative, ******** ****** on October 19 and October 21, 2021 respectively. Prior to placing my order, I informed the sales representative that I could not use particle board in my home due to a medical condition that I have. She ******* me that the product that Closet World uses in NOT particle board and also assured me that there is no formaldehyde in the ******** ********** the ********** came to my home to install the closets I ordered from Closet World and took the final payment before ********* their truck. After unloading the truck, my husband looked at the shelving product that was delivered and saw that it was manufactured out of particle board. We immediately contacted the company and we were told that someone would call us to discuss how to proceed with handling this problem. We tried to call again today to discuss this and was told by the representative to email them and someone would get back to me at some point. I need this resolved as soon as possible.

  Business response

  12/10/2021

  Business Response /* (1000, 5, 2021/11/26) */ We have spoken to client & addressed all issues contract will be cancelled due to client being allergic to material. All funds will be reversed

• Initial Complaint

  11/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contract was done 08/17/2021 Product was installed 11/11/2021 False Advertisement of quality of product in catalog shows good quality but when delivered it is all compressed wood that broke during installation I was over charged they did not deliver all items I paid for and to install took 10 hours. We have spoken to Managers several times and they don't care and after seeing all the bad reviews they have am just one more added to the list.

  Business response

  01/14/2022

  Business Response /* (1000, 5, 2021/11/26) */ All work has been completed and client paid final balance. Samples were shown to client of the material before signing the contract Consumer Response /* (3000, 7, 2021/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did come to finish work installed a lock that does not work and key cannot be taken out. Replaced broken panel with new one. But the main argument is that quality of material is what we are fighting and feel we were overcharged. Sales Person when presented the product was with a Catalog and advising several times that the material was such of high quality that the *************** ********** had purchased from her and that is hard to believe when it's not real wood it's all compressed wood. If Sales person would have shown me actual samples and not just catalog, I would had never purchased. After reviewing all the bad reviews and comments they need to better train the Sales People, the rude people they have in installing scheduling department to include the manager and better training on their installers that took over 10 hrs to install. Business Response /* (4000, 11, 2021/12/30) */ We do apologize that client is not happy with material, We only offer melamine the same sample that was provided to our client on day of appointment, I will have a supervisor reach out to client to schedule a service for the repair client can also call XXX-XXX-XXXX

• Initial Complaint

  11/05/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  **** See Attached Document ****

  Business response

  11/26/2021

  We show all work completed on 11/1: We will a have a supervisor reach out to client to address any issues immediately

  Customer response

  11/29/2021

  Consumer supplied email: closetworld.com

  Customer response

  11/29/2021

  The issue with Closet World has not been resolved.
  Additionally, I have been asked for an email address and am not clear if you are asking for mine or the company I have requested your assistance.
  
  My email address is ************************
  and Closet World address is ClosetWorld.com

  Business response

  12/30/2021

  We have reached out to client and left a voicemail to resolve any issues, we will continue to reach out until issue is resolved, client can also call ************ and speak to *****

• Initial Complaint

  10/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, we met with a sales rep on April 24, 2021 to have our closets measured and paid our deposit. Our installation date was scheduled for end of July. In late June/early July, we received a call that the sales rep measured incorrectly and needed to come back out which occurred. I contacted customer service multiple times to get rescheduled, after no one called me back and ignored me I requested a refund to which I received a one line email that said no I could not get a refund and that my installation was now rescheduled to 10/6. On 10/5, I got a phone call that the closets were on back order and I would get a call from a manager that day to reschedule and the caller assured me she would call me the next day no matter what. It's now over two weeks later and no call or communication of what is happening. This company has no regard or respect for its clients and the money they spend with them. I request a refund due to their negligence in running a business.

  Business response

  11/23/2021

  Business Response /* (1000, 8, 2021/11/11) */ We do sincerely apologize for the delay currently all mirror doors are delayed, we are doing our best to schedule all clients as soon they arrive, our client is currently set for 11/15

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