ComplaintsforClosets By Design South Florida

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  50percent down payment and balance paid before installation of new closet system. The closet designer came to our home and made measurements with me specific to my wishes. I signed off on the sizes and locations of all shelves and hanger bars. I pointed out some problems to the installers.They said I had to call the store. My husband and I did an inspection before i called with my complaints which are as follows; all the shelves are supposed to be twelve inches deep, they are not, they are eleven inches deep, there are eight shelves all smaller then what is in the contract. There is damage to other pieces that the installers tried to conceal with calking and white putty. The top shelf was installed eight inches below the ceiling, then the rods three inches below that shelf. I told the designer I wanted the top shelf and bar the same as my existing closet which was twelve inches below the ceiling. I cant put items i use daily on the top shelf because they do not fit . The clothes bar is unreachable for me .There are pieces that connect the different sections to make the unit look cohesive that are the wrong size and also damaged. I told the company I wanted an installation supervisor to come and see for themselves,I received no response. After leaving several messages to call me , someone did . His response was he would give me a collapsible foot stool to replace the one I kept on top shelf, and he would lower the clothes bars.This company took my money and did not give me the closet that was in the contract I ordered. I emailed the company and said please schedule a time to come and remove the closet which is not what I ordered. ****** responded ," It was a custom order , we do not issue refund.,The designs are very clear with measurements ." Yes the measurements are very clear and I did not get what I ordered. Thank you for your attention to this serious contract breach . Sincerely , *******************************

  Business response

  06/28/2024

  We have each of our clients sign drawings with specific measurements. These measurements are inputted into software and cut by a CNC machine so they are exactly the measurements she signed off for. She is asking us to cut 3 inches off of the top of the unit and we explained it is not that easy. The unit has been fully installed to the exact measurements she signed off on. We have offered her several solutions and offered to come out and fix the one alleged damaged shelf. She does not want us to come back unless we cut the whole unit down by 3 inches. She has verbally assaulted many of our staff members, I have recorded phone calls, when all they were trying to do was offer her a kind solution that would address her needs complimentary. 

  Customer response

  06/28/2024

  The designer knows I ask for an exact copy of the last closet install. She told me that she would copy exactly. Plus all all stationary shelves, no adjustable shelves. The shelves are 11 and not 12 as on the diagram I signed. 
  I didnt think Id have to go back and remeasure after she promised she measured the closet and it would be exactly as it was , the top shelf is to high plus not symmetrical, which was in the design. This was a $4400  install discounted for a promotion.When I told that to the installation manager he said Well you only paid $1900! I was shock, upset and angry because I was excited after waiting 40 years for my dream closet . I feel this is the designer ******** mistake all the way around ,plus the install is uneven, chipped shelves, not stationary and all around bad work  I have many pictures and I am extremely disappointed  

   

  Customer response

  07/03/2024

  Date Sent: 6/28/2024 4:19:01 PM
  

  The designer knows I ask for an exact copy of the last closet install. She told me that she would copy exactly. Plus all all stationary shelves, no adjustable shelves. The shelves are 11 and not 12 as on the diagram I signed. 
  I didnt think Id have to go back and remeasure after she promised she measured the closet and it would be exactly as it was , the top shelf is to high plus not symmetrical, which was in the design. This was a $4400  install discounted for a promotion.When I told that to the installation manager he said Well you only paid $1900! I was shock, upset and angry because I was excited after waiting 40 years for my dream closet . I feel this is the designer ******** mistake all the way around ,plus the install is uneven, chipped shelves, not stationary and all around bad work  I have many pictures and I am extremely disappointed  

  Business response

  07/15/2024

  We have each of our clients sign drawings with specific measurements. These measurements are inputted into software and cut by a CNC machine so they are exactly the measurements she signed off for. She is asking us to cut 3 inches off of the top of the unit and we explained it is not that easy. The unit has been fully installed to the exact measurements she signed off on. We have offered her several solutions and offered to come out and fix the one alleged damaged shelf. She does not want us to come back unless we cut the whole unit down by 3 inches. She has verbally assaulted many of our staff members, I have recorded phone calls, when all they were trying to do was offer her a kind solution that would address her needs complimentary. 

  Customer response

  07/16/2024

  The Closet by Design cant make the closet shorter but wants to offer me $500 to stop my complaint. They are giving 48 hours to decide even though I have not had a closet for an over a month. I have to get someone else to fix my closet so I can use it. I dont trust them and Im being threatened with an Attorney now 

  Customer response

  07/16/2024

   
  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

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  A few months back this year, I was getting quotes and design ideas from several closet/cabinet companies. I meet with a sales person, ******************* from Closets by Design of South Florida. He handed us a catalog, same/ most pictures are also promoted in their website. ********************************************************************************************************************** Closet by Designs advertises and sells custom closets. However, they fail to mention is that it is custom to their standards and what they offer not the consumers needs. For example, my husband and I spent over 40 hrs, leveling and squaring off shiplap to the walls that where having selves installed. The sells person knew this. When installation day came, there was a huge, top to bottom, plank with tons of holes as a support system. This ruined the cosmetic look of the hard work we did for the ship lap. This was not disclosed to us. The other company we got a quote and design from would have use a different support system not to ruin the cosmetic look of the shiplap. This is deceitful. The sales person took measurements for the garage cabinets. He didnt not take into account the roof storage rack that is there. And we did tell him it would be staying. Because of this the installers made their own decision to mover over the top cabinets, which inturn made the cabinets in the bottom move to the right, and we lost the storage space we designed for the generator. This is an empty space with nothing to do with it. Also, there was a design wall missing. When they came back to install it, they did not install a design wall measured to our wall and looks nothing like the magazines. It is a piece of plank that does not fit the wall or designs. Next, the garage cabinets sit on little feet. If you look at the magazine and website no cabinets sit in little feet. If someone would please look at the facts and what we paid this a horrible consumer experience. I attached pictures of the magazine followed by what was actually installed in my home.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contracted to install a small bathroom closet during a redo of a master bath. Designer came out took measurements and **** up a design. Its not something you can visualize on paper. Install was done today and now I have less room than the cheap wire shelves that I had before. Customer service was horrible saying you signed off on the design and offered a 5% dissatisfaction offer on the ****** project, which doesnt seem like a lot but in a ****** redo of a master bath. Buyer beware dont sign the design !!!!

  Customer response

  06/11/2024

  I have been in contact with the company and they have agreed to a partial refund, which I am satisfied with. I wish to withdraw the complaint..

• Initial Complaint

  03/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was initially pleased with my service from Closets by Design but post installation I am very disappointed with their customer service after installation. I had initially been given two design choices for the same price. I changed my mind at the last minute and chose the second design. I was told by the designer ***** that it would not be a problem and that I should go ahead with the original design and my shelves would be added later, since as it was a holiday (Christmas) and it was too late for them to put the change in. After the holidays my designer ***** sent me the work order for the additional shelves (Jan. 8). I have not heard from him since. I have called, sent texts and emails with no response. I was finally able to speak with a Manager ****** who was not at all apologetic for the lack of any response and after I explained my issue to her she told me that she can certainly add the shelves but I would have to pay for them. She did not care to listen to me and did not try to get both sides of the story and refused to acknowledge the fact that I had a signed work order for the additional shelves, which I sent to the office via email. She also insulted me by saying that I wanted the shelves for free. I can certainly pay for the shelves and probably would have if they took a better, more customer friendly approach; but it is the principle behind this why I am insisting that the matter be looked into further by Corporate and some kind of resolution be offered. Very disappointing and unbelievable customer service and I would like to follow up and see if this matter can be resolved.The installation took place: 12/26/2023 Address: *************************************************** Additional Work Order received: 1/8/2024 sent by ********************* (Designer)

  Business response

  04/01/2024

  Unfortunately we had a training issue with one of our sales employees who did not follow procedure and offered the client items without paying for them. He did not have approval or authorization to give away items for free. When this was kindly explained to the customer she was not very happy about it. We offered to meet her in the middle and offered a very discounted rate, but she only wanted the items for free. 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We contracted them to install 2 closets in my house and made the payment. Now, 1 week before installation they are requesting that we remove our original closets. It was never mentioned before even after 2 days of meetings with the sales person who now claims that we signed a contract and its legally binding. This is the most unprofessional company we have ever dealt with and they should not be able to ambush clients and lie to customers.

  Business response

  12/14/2023

  This customer agreed via email that they would not file a complaint against us and in exchange we gave them complimentary tear out service a $600 value. The customer agreed they would like to not just close this but withdraw complaint all together as they would now have legal issues because my attorney will be taking action. Please let us know how we can accomplish this. I don't want it just showing as a closed complaint because future customers can read these lies. 

  Business response

  12/28/2023

  The customer has emailed in to BBB to ask to have complaint removed, it was a misunderstanding and was resolved amicably.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: 11-26-22 Amount of money paid to business: $3,030.00 What the business committed to provide you: Closets by Design committed to redo my master closet and my sons room closet whereby existing drawer dressers would fit in the renovation of the closets. Diagrams are attached. Nature of the dispute: Dressers do not fit in the closet space design, sliding shelf in sons closet is damaged and needs to be replaced (initial installation did not include the shelf) , middle portion of closet space to son's room had 2 bars in design only has one, has a shelf on the right side, missing tie rack. Whether or not the business has tried to resolve the problem: The refuse to admit to the dresser issue. They installed a new sliding drawer but since it is damaged they have not installed a new one; no tie rack, the two hanging bars in the middle of sons closet has not corrected nor the shelf to the right side of my sons closet either (there should not be a shelf where it is now located.Desiger Name: *********************** ***********************************, Financial Controller ************ *************************** (no Title)Have tried to solve issues with ****** and ******* for over 6 months now via emails but no avail. Finally on 8-2-23 visited their showroom and ****** said there was nothing that needed to be discussed and literally threw me out the showroom. She said I did not have an appointment and that there was no one there to asisst me. I requested an appt and she said I could not have one and to leave the showroom. She was and has always been super nasty and unprofessional throughout the whole ordeal. ******** last email to me was on 7-13-23.There are plenty of emails, texts, and pictures.This was a 30th wedding anniversary gift to my husband and it has turned into a nightmare. I have tried to solve this amicably and politely, but it is obvious the company is not willing to take responsibility. I have not been able to use my closets in over 6 months.

  Business response

  09/19/2023

  Good Afternoon,

  We have all clients sign off on the exact measurements, see attached signed drawings. We installed exactly that. After the fact it came up she was trying to fit dressers in this space, again we gave her exact measurements she signed off on. There was no tie rack on contract as you can see by attachments. Please see attached signed contract and drawings as well as installation pictures to prove this. We were willing to make adjustments via a Change Order, but we cannot do it complimentary. She did come into office completely unannounced with an interior decorator demanding a resolution. We had several emails back and forth but we cannot reach a conclusion, and barging into our offices demanding someone speak to you without an appointment, while we were servicing other clients is completely unacceptable. 

   

  Thank you, 

  Customer response

  10/02/2023

   
  Complaint: 20449795
  
  I am rejecting this response because:  Please see attachment with full response and attachments
  
  Sincerely,
  
  ***************************

  Business response

  10/16/2023

  This client is 100% installed per signed drawings, they were unhappy with final results which was not our issue. There chain of events and comments are completely false. 

  Customer response

  10/17/2023

   
  Complaint: 20449795
  
  I am rejecting the response because: once again, if you compare the diagrams with the pictures I have provided of the job, they did not do what they were supposed to do-- plain and simple.  It is irrelevant that I signed off on the contract at this point.  If you compare the pictures of the job with the diagrams of the job they do not match.  Yes, the job is deplorable and definitely not happy with the job they failed to complete, they did not even comply with the job as per the diagram.  Need to know what what options are at this point because we can go back and forth on this same point and nothing gets solved and it has almost been one year with no resolution and no functional closets.

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

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a custom closet to be installed on 5/15/2023 by Closets By Design of South Florida. I have 2 issues with the closet they installed. They closet was built too short and they have closed in the Fire Sprinkler in the closet and I am presently in violation with the Fire Building Code and the ****************** The closet which was built 80" tall in a 87 1/4" space leaving 7 1/4" inches open which closed in the Fire Sprinkler. The installer who installed the closet advised me that the closet was cut too short and the only way to resolve these issues is by replacing the 7 - 80" short panels with 7 taller panels that measures 86". I have contacted the Company via emails and forward them pictures as well as the violation documents. They have refused to replace the taller panels and instead they want to cut and make the closet smaller. Also, the Owner emailed me and stated that the clothes in the photos were "oversized." Instead he offered to give me the taller panels and told me to get them replaced by someone else in exchange for me giving them a 5 star review. The Financial Controller also emailed me indemnification forms releasing them from the warranty of the closet and ask that I sign them, again, in exchange for a 5 star review as well. I have also suggested that someone from the Company please come and see the installation of the closet and they have refused to do so. I am presently at a standstill and cannot get them to fix these issues. I have also advised the Owner I have mirrored closet doors that are ready to be installed and that they are holding up this installation because of these ongoing issues. I cannot have the closet doors installed until these issues are rectified. The closet mirror company has informed me that I will be held liable for the storage fees if I cannot provide them with an installation date. I paid $7,500 for a custom closet to be installed and clearly that is not what they have delivered.

  Business response

  06/19/2023

  Good Afternoon,

  Please see attached Contract and Installation photos. The customer was provided exact measurements and did not pull any permits on any of her home renovations. We contacted the building department, and because she did not pull any permits they will not even give an inspection to confirm if she is in violation of any fire codes. Our interpretation is that she is not because the closet is not impairing the perjection as code states. But cannot be verified because she has no permits pulled. We offered her the solution of cutting her closet down to address any of her codes, instead she is asking us to go to the ceiling and increase the panel height. We have tried very deligently to respond to all of her concerns. She is installed 100% per contract and signed drawings with exact dimensions. In good faith we even supplied her with many things that were not on her contract, in an attempt to satisfy the customer. 

   

  Thank you, 

  Customer response

  06/27/2023

   
  Complaint: 20199012
  
  I am rejecting this response because:First and foremost, I have advised Closets by Design, hereinafter the "Company", that a permit was not required for me to remove a sheetrock wall to have it replaced with mirrored closet doors after the installation of the closet.  I do not believe they have contacted the building department when I had already advised them of no required permit.  Not sure why they continue to make this permit issue their defense.  If they, the Company, required a permit to install the closet they never asked me for one.  If one was needed, then why did they install the closet without one? The fire sprinkler has always been there and shall remain there.  They said I told them I was moving the sprinkler from, the moving of the sprinkler was never an option for the installation of a Closet as I live in a Condo and that, we all know, cannot be done.

  
  The issues here are the following:  They have blocked the fire sprinkler by building an 80"tall closet in an 87 1/4 " space. I am presently in violation with the building code, see email attached from the ***************** dated May 24, 2024 in which was also forwarded to the Company. My attorney has also written a letter in the hopes to resolve these issues, see letter attached dated June 23,2023.

  
  I hired the Company and paid them $7,500.00 in the hopes of having a custom closet built.  The say I signed off on measurements.  However, I am not an expert on measurements and it is why I hired them, as they are the expertise in building closets.  The closet was built too short in height and in depth.  Pursuant to the Closet Worksheet they submitted, the Panels were to be built 24 in depth and go up to 94 height.   However,they presently built the closet which now measures 20 in depth, which is clearly in Breach of the Contract.  They also built the panels to go up to 80 in height when the closet space measures 87 height.  The closet was built too short to fit my clothes and the Company claims that my clothes are oversizedfor the closet. I have sent several emails with a resolution to build the seven panels to go up to 86 in height and theyre resolution is to build the closet smaller in depth to 16. They have clearly put me in violation with the Fire Sprinkler.  I was also to have 5 sliding shelves and was only provided 4 sliding shelves. 

  
  I also offered for someone from the Company to come and see that installation in which they have refused to come and inspect. No one has come to see the installation.  So, I then got a second opinion and I had a closet ********* contractor come and view the closet and he advised the closet could have been built up to the ceiling and this would have solved the two issues I am having with the violation of the sprinkler system and the clothes not fitting properly. 
  I had also previously advised the Company that I have custom closet mirrored doors being made in the hopes they would have rectified these issues prior to the installation.  The doors are now ready and I am not able to have them installed due to these issues. They advised I will be charged storage fees if I am not able to give them an installation date soon. 
  I do not feel like I should not have to have another company come in and fix their mistake, as they suggested. I feel they should honor their Contract and give me what I hired them to do at no extra cost.   It is clearly by the photos submitted, the clothes do not fit.

  
  CLOSETS BY DESIGN  has not supplied me with anything outside the Contract!   Instead, they have bribed to give me a $39.00 clothes rod in exchange for a 5 star review and offered to give me at no cost the ******** panels, have them replaced by someone else in exchange for me signing an indemnification, releasing them from all warranties in exchange that I not to give them a bad review which I declined, see emails attached.  Their reviews from other customers speak for themselves. 

  
  I emailed the Company on June 16, 2023 and followed with an email on June 22, 2023 and they have clearly ignored my emails.

  
  I am attaching all the emails I have been corresponding with them. 

  
  It is now 43 days since installation and I cannot get them to come back to resolve these issues.
  
  
  Sincerely,
  
  *****************

  Business response

  07/17/2023

  We are in current litigation with this customer as they have hired an attorney. They also owe their final payment, as they disputed their credit card charge. We have offered several ways to resolve this customer's issues. She initially agreed to our suggestions and when we went to schedule and have her sign off on the changes she backs out at the last minute. She is asking for a change that will not solve the issue of the alledged fire obstruction. In addition there is absolutely no proof she is in violation of any codes, because she will not allow us to have city fire inspector come to her home. We believe we are not in violation because the front of the closet is open which provides room for the sprinkler to not be obstructed at all. We are installed 100% per contract, and you can see by the attached beautiful installation photos. 

  Customer response

  07/19/2023

   
  Complaint: 20199012
  
  I am rejecting this response because: First and foremost, we are NOT in litigation as no documents to date  have been filed with the Courts.  My attorney wrote a letter dated June 23,2023 to ********************************* at Closets By Designs [the Company] in the hopes that we can come to an amicable resolution to resolve these issues.  To date, they have ignored the letter by not responding.  They had 10 days to respond with a deadline of July 3, 2023, see letter attached.  I email the Company to followed-up with regarding my attorneys letter and, surprisingly, they have blocked my email addressing from receiving email, see email attached dated July 6, 2023 and July 7, 2023 showing THIS EMAIL HAS BEEN BLOCKED FROM CLOSETSBYDESIGNESFL.COM. In this case,they are deflecting against what they are doing wrong.

  
  The only offer they have suggested to resolve the issues was to cut the closet smaller which will not resolve the issue of the clothes not fitting, see pictures attached from both my end and their end.    I do not agree with their resolution in cutting the closet smaller to make it look like a barbie **** closet.   My closet does NOT look nearly as beautiful as the picture in their catalogue that they advertise,see picture attached from the Brio Collection on page 24.  They forwarded release documents for me to auto sign, releasing them from their responsibility to fixing the closet, which I also do not agree to signing since I have paid them a large amount of money to install a custom-made closet.  I have also provided proof that the sprinkler is blocked and has been obstructed, see email dated May 24, 2023 from the Association and Sprinklermatic.  They are not building code enforcement to say they do not believe that I am in violation.
  Not sure why they are saying I am not allowing for an inspection when in my email attached dated May 31, 2023 at 12:21 p.m. I am asking the Company to set an appointment for the ************************ and inspectors to come by as I am available any day and any time.  To date, they have not set-up said appointment.   Also in my email attached dated June 1, 2023 I asked for *****, or anyone from the Company, to come and see the Project, since all they are going by are pictures.  His response was I have no intention or need to come to you residence.  It is clear that they are liars and are not going to amicably fix these issues.

  
  My closet is not 100% properly installed as the following is still pending:  
  The Sprinkler is blocked and I am in violation of Building code;
  The clothes do not fit and hang falling out of the closet;
  I am missing 1 sliding shelf as I purchased 5 sliding and only received 4;
  The sliding shelves were improperly made as the sliding tracks on each end are visible, see picture attached from their catalogue page 25.  This is not what they installed; and
  I have not received the molding as advertised in the picture on page 24. 
  
  RESOLUTION #1:

  In order to resolve these issues they can do the following: 

  Replace the 7 panels that were built 80 in height to be replaced with ***** panels leaving the top middle panel open where the sprinkler is. This will clearly resolve both issues.  Provide me with the proper sliding shelves that do not visibly show the tracks as in the catalogue; provide me with 1 missing sliding shelf, which is still missing; provide me with the 7 panels to measure ***** high and refund me half of the $7,500.00 so I may hire a closet contractor expert to finish the job. 

  RESOLUTION #2:

  CLOSETSBYDESIGN can pick up this closet and give me a "FULL REFUND". 

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

  Business response

  07/24/2023

  ****************** filed a credit card dispute against our company and they recently sided in our favor after reviewing the files. We have let you know our position. 

  Thank you, 

  Customer response

  07/26/2023

   
  Complaint: 20199012
  
  I am rejecting this response because: I called today, July 26, 2023, and I spoke with *** from the dispute department at Chase Credit Card.  She informed me this dispute is still presently being investigated and no decision at this time has been made.  She also informed me that a letter will be mailed with their findings. Not sure why Closets By Designs continue to fabricate and are clearly avoiding to fix the issues with my closet. 

  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. ↩