ComplaintsforClosetMaid Corporation
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Complaint Details
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Initial Complaint
11/24/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a wood closet system manufactured by ClosetMaid at one of the local big box stores. Due to inventory issues on completing the project, I took an open box item and ended up missing the closet rod brackets that attaches the rods to the wall. I emailed Closetmaid (Ames) as listed on the installation package regarding this issue and initially they were very responsive to my problem. They sent out a hardware kit which included all of the hardware to assemble the closet cabinet; however, it did not include the rod brackets that was initially requested. I sent an email saying I received the bag on Nov. 11, but that it did not include what I needed. I've sent two follow up emails dated Nov 12. and again on Nov. 22 which have received no response. Your Order No.RPMSXXXXXXXX Your Case No.XXXXXXXXBusiness response
12/23/2021
Business Response /* (1000, 5, 2021/12/02) */ The root cause of this incident was a very inexperienced Customer Service individual. Initially they handled the request for replacements in a timely manner but actually sent the wrong replacement kit Mr. Villa. Compounding the issue was the Customer Service person did not follow up when Mr. Villa emailed twice to let us know he was still missing the wall brackets. The Customer Service supervisor was contacted with the complaint and the proper replacement parts are going out today,02Dec21 via FedEx. Mr. Villa should receive the shipment on Friday. Mr. Villa was also sent an email informing him of the shipment.Initial Complaint
09/25/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a 9 cube shelf from Closetmaid on*******. It came damaged and I requested replacement parts for at least the shelves since there were cracks along the shelf support holes on several of them. That was in June and I still have no replacement parts after contacting them multiple times. I am done waiting on this with a piece of junk sitting around my house. I haven't assembled it.Business response
10/11/2021
Business Response /* (1000, 5, 2021/09/27) */ We apologize for the delay in Ms.******** receiving her replacement parts. Her order has been updated and she will be receiving an entire replacement unit, rather than the requested replacement parts. We are working with the warehouse to have this shipped out within the next few business days. Thank you. Consumer Response /* (2000, 7, 2021/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a replacement unit within three days of submitting the complaint. The new unit was in excellent condition and I assembled it tonight to make sure. I appreciate the quick response and satisfying result. I now feel that I got what I paid for. Thank you.
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.