ComplaintsforClosets by Designs-Tampa Bay

• Initial Complaint

  05/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On May 8, 2024 ***** Short from Closets by Design came to my home to provide me with a quote for my master closet. During that visit I provided her with a drawing from another company that I liked for her to draw up and price. She failed to sketch anything out at that appointment but did work up a few different quotes. She offered me the incentives I had shown her on a flyer I received in the mail and during discussion she also said her company had sent an email with additional incentives if someone went to contract by a specific date. She felt that the one offering free shaker cabinet and drawer fronts would be the most beneficial to me. I gave her my Amex credit card number for a ***** deposit however she told me that they did not accept Amex so someone would be calling me to get another form of payment from me. That never happened and they charged my Amex card. On May 15th I sent her a text informing her that we would like the remainder of the quote to take the closet to the ceiling. On Friday she sent me a new drawing of which was someone else's home and their quote. I explained again who I was and she said she would send me mine when she could. She sent it later that day which was roughly ***** more than it was when she was in my house where she said the pricing would be honored when I decided to move forward with the uppers at any point. On Friday May 17th at around 5:30pm I called the company and requested to cancel my contract and get my money back. I was told by a gentleman that it would be no problem and it would be processed. Monday morning I received a text from ***** asking me about cancelling because she heard I wanted to cancel. she said I could cancel but they would keep my deposit. I requested to speak with a manger who informed me she would honor the 18k-20K proposal. Today ***** sent me a new drawing with the higher quote of 2***** and the manager will not allow us to cancel. ***** also said I signed a form which is not my signature.

  Business response

  05/23/2024

  The Shermans signed a contract with us on May 8th for a custom closet.   ****************** said she tried calling our office on 5/17 to cancel her contract and she spoke to a Male who told her she could cancel and he would send an email confimation. She actually spoke to another Closets by Design in ************** because it was associated  with her area code on her cell phone.  It was after business hours so she was directed to their answering service.  The person she spoke with told her that they would let us know that she would like to cancel by sending us an email. We received the email on Monday morning 5/20. We reached out to the designer to contact ****************** about our cancellation policy, she informed her that it was passed the point of being able to cancel and that this is a custom product in which we ordered custom doors that we would not be able to get a refund on.  

  ****************** then called the office and asked to speak to a manager which is when I got involved.  She said she wanted to add more cabinets but needed the price to be around 18k to 20k and because ***** said we could not do that, she then wanted to cancel the whole project.  I explained our cancellation policy to her and told her she was past the point of being able to cancel but I would get with her designer and see what exactly the she wanted to add and if it was feasable to do for 18k to 20k and would have *****, her designer reach out to her. ***** repriced everything with the changes ****************** asked for and at our cost, the changes would bring her to 24k and that was the best we could do.  

  ***************** called me on 5/22 and I explained the situation to him.  I was really wanting to try and work something out with him but the conversation did not go well.  ***************** said that we committed fraud because ***** wrote Ms. ******** name on a coupon that ***** offered them for a free upgrade (not a contract) and that we would be hearing from his lawyer.   

   

   

  Customer response

  05/23/2024

   
  Complaint: 21742047
  
  I am rejecting this response because:

  Once again they are lying. When I spoke to the manager on the phone on Monday she told me that no one could have answered the phone and I must have had spoken to someone else not affiliated with them. However I received a text from ***** the sales person that morning asking if I wanted to cancel which I responded back to yes. How did she know I wanted to cancel if I had not spoken to someone at their company? The gentleman I spoke with on that Friday never mentioned anything about being in a different state and that he could not help me. He listened to why I needed to cancel and told me that I could and my money would be returned and that I would get a follow up call confirming the cancellation was processed.  The only reason why I told her on Monday that I would consider moving forward was because she was adamant that they would not return my deposit and that they would sell me the full closet that ***** priced out at my home for the *****K. Then ***** sent it to me and it was ******. ***** also told me I was getting the shaker door and drawers for free as part of an incentive and then after signing, backtracked and said it was for the price of raised panels. When I questioned that she said it was signed by her and I but I never signed that and I have attached it for you so you can see my signature on the contract page compared to the next page where she said I signed that page as well to see that it is not my signature.  They have lied about countless things and I am not comfortable moving forward with this company. I have also attached as much of our text stream as I could so you could see all the texts that were sent to understand some more. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  03/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called to cancel a closet installation and spoke with Beth. I asked for a refund and was told that they don't do refunds. I already laid this company almost 900 dollars. This is not the way to do business. I have a right at any time to change my mind. To make matters worse I have already had two closets done by this company and to be treated this way is terrible.

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/03/28) */ The customer signed a contract with us on 2/1/22. The first line in the contract states that this is a custom product and there are no refunds or credits. The customer called on 3/25/22 and said he changed his mind and did not want to move forward. I explained to him that he signed a contract and that it is a non-refundable deposit and I then emailed him a copy of the contract that he signed and pointed out where it says that this is a custom product and there are no refunds or creidts.

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