Reviews

Review Details

• Review fromMarilia R

  Date: 04/28/2025

  1 star

  Marilia R

  Date: 04/28/2025

  I contracted Closet By Design for two projects. During the first project, there were delivery date errors that caused significant inconvenience. Despite this, I proceeded with a second project, hoping for a better experience. Unfortunately, the second project resulted in even more serious issues.The project included soft-close mechanisms on all drawers. However, upon completion, the installation team attempted to have me sign off without informing me that the soft-close feature was missing. I discovered this issue myself. I was also sold a "custom-made" jewelry tray, but the installed tray was pre-fabricated and smaller than the drawer, leading to a poor fit.Several drawers were installed loosely and were unstable. Additionally, I was never asked to review or sign an installation report documenting the service, identified issues, or completion status, which is unacceptable.When I raised these concerns, the manager offered two options: wait for corrections or keep the project as is with a partial discount. I agreed to keep it flawed to avoid further delays. However, I was later informed that I would still have to pay the full price despite the deficiencies.Drawers were removed and reinstalled during the process, potentially compromising their structural integrity. Finally, Closet By Design charged the final 50% of the payment without my authorization, even though the project was incomplete and defective.Given these facts, I demand either immediate correction of all project errors as originally agreed or a full refund of the unauthorized payment

  Closets by Design of Central Florida

  Date: 04/30/2025

  In our conversations, you were made aware aware and approved your service date of 5/2/25, when the soft close and jewelry tray will be corrected. This is a custom project so human error is a possibility, but we are always committed to completing the work in an expedited fashion (4 days in this case). The payment was authorized with the original contract. We hope you are pleased in the next coming days.

• Review fromCarol C

  Date: 04/09/2025

  1 star
  Was not given what I expected as told to me by the sales woman who came to my house and did the design. Her measurement were off and the installer had to eliminate the support board for the hinged door side of my 18" tall cabinets. The Installation manager "***" says, "too bad that is how it has to be", will not give me any concessions and worse, charged my credit card without my authorization! That is fraud in my book! Would never, ever recommend this Closets by Design.

• Review fromMichael G

  Date: 07/17/2024

  1 star

  Michael G

  Date: 07/17/2024

  Terrible experience with the installers, was given an installation date a month after the contract was signed (kind of far out). Take a half of day off of work have everything ready. No Call No Show the installation window, talk to the installation department manager and get nothing but attitude from the guy and he was super condescending. Says they are running late because of another job (seems like they over booked the day). Didn't seem to care that I paid for a service that wasn't being provided and was not happy about it. Asked to talk to a supervisor to try and work this out but was given some round around about them being in a meeting and was never called back. Just one of the worst customer service experiences that I ever had.

  Closets by Design of Central Florida

  Date: 07/18/2024

  We take your concerns seriously, and we were hoping to accommodate you as best as we could by rescheduling as requested. We understand completely that this is a significant inconvenience, but again this is not completely within our control. We are at the mercy at times to what conditions with find with a home when we arrive to install. If the job takes more time than expected, we do our bet to please everyone but we are limited. This is why we ask for clients to be available for most if not all of the day.

  In this case, we should have made a courtesy call to let you know how late we would be and we apologize again that we did not. Arriving outside of our estimated provided window does not typically occur, but it has with you and we hope to make up for it with a great installation on the Saturday that you scheduled.

• Review fromRosario V

  Date: 09/23/2023

  1 star

  I am hispanic customer and I would like to write my review on Spanish because all my community needs to know about closet by design. Decidimos escoger esta compañía por la orgullosa y supuesta garantía que ofrece y calidad. En hecho nuestro primer trabajo fue bueno hace tres anos atrás, del mismo modo algunas amistades realizaron proyectos por nuestra referencia. Pero el pasado Julio 26 del 2023 hemos vivido una pesadilla con closet by design. La mala calidad de mano de obra, durante la realización de instalación no cuidan tu propiedad dejando basura y desechos, el mal servicio al cliente y déspota resolución de las responsabilidades que dicen cumplir en la oferta de "LIFETIME Warranty". Han venido a mi casa por cuarta vez a querer cubrir con masilla (caulking) los defecto de mano de obra de inexpertos instaladores y ademas con diferentes colores en esta implementación. De acuerdo a la carta de garantia engañosa, no cumplen con lo que prometen. "Closet by Design proudly offers a lifetime warranty covering defects inmaterial or workmanship on all custom-designed storage units and organizers manufactured and installed by a qualified closets by design employee". El señor Carlos y Jhon responsable del departamento de instalaciones han sido negligentes y déspotas como lideres de servicios. La filosofía de esta compañía es que no son responsables de los errores que hace todo el equipo de trabajo. Como resultado no recomiendo a mi comunidad realizar proyectos con Closet by design. Estoy frustrada y engañada por todos en esta compañía.

  Translated by BBB Representative:

  We decided to choose this company because of the proud and supposed guarantee it offers and quality. In fact, our first job was good three years ago, in the same way some friends carried out projects for our reference. But last July 26, 2023 we experienced a nightmare with closet by design. The poor quality of workmanship, during the installation they do not take care of your property leaving garbage and waste, the poor customer service and despotic resolution of the responsibilities that they claim to fulfill in the "LIFETIME Warranty" offer. They have come to my house for the fourth time wanting to cover with caulking the workmanship defects of inexperienced installers and also with different colors in this implementation. According to the misleading warranty letter, they do not deliver what they promise. "Closet by Design proudly offers a lifetime warranty covering immaterial defects or workmanship on all custom-designed storage units and organizers manufactured and installed by a qualified closets by design employee." Mr. Carlos and Jhon, responsible for the facilities department, have been negligent and despotic as service leaders. The philosophy of this company is that they are not responsible for the mistakes made by the entire work team. As a result, I do not recommend my community carry out projects with Closet by design. I am frustrated and deceived by everyone at this company.

• Review fromChristopher L

  Date: 07/24/2023

  1 star
  DO NOT PAY THE PRICE FOR THIS! Uneven counter tops unfinished edges an corners and revealed unfinished drywall to turn around and try to get more money to make a completed job.. they just hack off your baseboards with no finished look at all! Used wrong fitting on a shelve that was too big tore the holes out.. supposed to get cascading drawers got all the same size for over 10k I expected a lot more.. material feels like the same stuff from ***** or **** *****!

• Review fromElizabeth T

  Date: 04/25/2023

  3 stars
  I was overall happy with initial installation but defective hamper system just broke and now they want to charge me $200 to replace it. But yet the service people told me that the system had a lifetime guarantee? After what we paid for the master bedroom closet and laundry room I can't believe that they would nickel and dime us like this especially since the hamper design is poor and a set up to get broken. Was considering using them for more closet renovations but I'm changing my mind about that after this experience. It's too bad since most of the people who work there are very nice and helpful but if they can't stand behind their installss and make the vendors that they purchase hampers from stand behind their products I won't be doing any more business with them.

• Review fromLillian L

  Date: 01/06/2023

  1 star

  Lillian L

  Date: 01/06/2023

  VERY VERY RUDE installation manager. Ordered our closet system in November, waited until January for install. When the sales rep, Pete Jacobson, came to our home, he wrote up the quote. We added some extra options, one of which was not explained to either myself or my husband - upgraded to the Classic collection which included "soft" edges. We were never told that the edges of all the boxes did not include this soft edge, I would expect that when you pay extra for an option it is totally explained to you. The worksheet for this option states: "Includes 3/4" straight edge finish on panels and soft soft edge on shelves, and optional doors and drawers with flat face". Now this is the first time in my over 60 years of life that I have had a closet system installed, so I do not understand closet lingo. When the install crew arrived I questioned why the edges were flat, and was told they never saw soft edges on the boxes. So I called the company, got a call back from a very rude "installation manager", who was yelling at ME that I should not complain about the edges, that is the way they are. He was also more concerned with me putting the blame on him - on his shoulders - that I didn't understand the tiny print! This went on for about 10 minutes, he would not acknowledge that the wording is a little confusing for someone that doesn't speak closet lingo, and never said he was sorry that this happened. All he was concerned about was that I was putting this on his shoulders. What a terrible attitude for someone in a customer service position. He is horrible, mean, only cares about himself, and does not care to listen to input to change the wording or make sure the sales reps tell the customers everything - including the fine print. He should not be in a position that has contact with customers. I will NEVER use this company again, because of the sales rep and the installation manager. The actual installation crew were very nice and apologized for the way their manager spoke.

  Closets by Design of Central Florida

  Date: 01/12/2023

  We can totally understand the confusion around this concern, and many others for that matter, because our clients do not deal with the technical aspects of closet installations frequently. However, that does place a lot of pressure on us to make sure clients understand what we do, and more importantly why we do it.
  In this case, we do not place a soft edge on the vertical panels because it creates a poor look and finish when the rounded edge of a panel meets the rounded edge of a shelf. Its not a cost-savings for us, but rather a fit and finish objective.
  That said, we know that it's impossible for us to communicate everything relative to expectations so we attempt to provide it in the documents. Again, the intent is not to have fine print, but to make sure that all information relative to expectations are available to the client so they won't be surprised or disappointed. We've taken great care in our wording to provide a lot of information in an efficient manner, and we believe the information is the best we could provide. We apologize if you feel it could be communicated in a better way, but between our multiple documents provided, we have to be selective with our wording to keep from having even more pages to sign and understand.
  In the end, we do our best to provide this information and help set expectations. We have no intent in having anyone be disappointed. Our primary objective is for our clients to be delighted with their outcome.

• Review fromBob H

  Date: 08/01/2022

  1 star

  Bob H

  Date: 08/01/2022

  Very poor "Service After The Sale" A few years ago I had them install a closet system in my bedroom closet. One of the items installed was an extension hanger. Recently my my wanted an additional hanger. Since it only required 4 screws I said I would get one and install it. I called the office and asked the price and about picking up one. The lady said she did not have the price but someone from the warehouse would call me. That was 6 weeks ago and I have not received the call as of today. Again, Poor Service or No Service After The Sale.

  Closets by Design of Central Florida

  Date: 08/05/2022

  Hello Bob,
  Thank you for being a customer of ours. I see that you were installed in 2014, and then made a additional accessories purchase soon after. I'm glad that all of that went well.
  I'm not sure what happened with your most recent inquiry about additional accessories, but I show that we left a message on the only # we have for you on Jun 21 of this year. If you would still like additional accessories, please feel free to reach out. We can also review your contact info to ensure we have that correct.
  Regarding the review, please consider the entire body of work and the impact a 1 star review has on the many employees here doing a great job daily. We aim to please our customers, so we only ask that you be as fair as possible in your assessment.
  Thank you.