ComplaintsforClosets By Design of Atlanta

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had closets by design come out and design our master closet. The customer service was amazing and we were mostly pleased until they created two holes in our carpet and refused to fix it. The installation manager ************************* was sent photos of the damage and basically said they dont use anything that could have caused the damage. Meanwhile my husband spoke to another person in the same department who told him he knew what probably happened and that ******** was probably dropped on the carpet and they tried to get it up and created the holes. That person was supposed to follow up w an email and never did. They were slow to respond to our calls and emails. We had perfect carpet prior to installation. Paid them a lot of money for them to refuse to just fix the holes. Horrible experience talking to someone who refuses to take responsibility or just make it right. They sent us the before picture that they took of our carpet and it wasnt even the side that had a hole in it but the after picture was the side w the hole but its far away so you cant see it. Unbelievable that they could easily have fixed two small holes and had raving fans. The very least they could have done is come look at the carpet.

  Business response

  07/19/2024

  This is in GA, not Central Fl..

  Wrong franchise., please remove. 

  Business response

  07/29/2024

  The client signed a contract with Closets by Design on May 4, 2024, for a Custom Master Walk In Closet.
  The Custom Master Walk In Closet was installed on June 17,2024. The client signed the installation report as complete to contract. They also signed the post job inspection report and reported no issues.
  On June 19, 2024, the clients husband called and reported that he found a fingernail size hole in the carpet that looked like something had dripped/dropped there and then was attempted to be cleaned up. We requested that the client send photos to be reviewed. We sent an email to the client on June 20, 2024. Unfortunately, sometimes our emails go to clients spam folders instead of their inbox and are not seen by the client. We were not aware that the client did not receive this email.
  On July 3, 2024, the client emailed pictures of the carpeting to our customer service email. The client sent the email after 5pm and our installation office had already left for the fourth of July holiday, so they did not receive the email until they returned to the office on July 8,2024.
  We called the client on July 8, 2024, and acknowledged receipt of the email. We advised that we would be reviewing the file and the pictures and would reach back out to the client regarding a resolution.
  We replied to the clients email on July 9, 2024, requesting some additional pictures of where the carpet spots were located in the closet space. The pictures we had received were close *** of the damage and we wanted to know where in the closet this was located.
  On July 16, 2024, we had not received a reply from the client, so we reached out to the client again with a follow up email. The client responded to our email with additional pictures and a video.
  On July 18, 2024, the client sent an email offering to send additional pictures. She also called to get an update. The installation coordinator that previously spoke to the client was not available, but a different installation coordinator did speak to her and advised that they would relay the information to management, and that they should get a call back before the end of the day.
  Our installation manager replied to the email by sending her the before and after pictures that were taken by our installer. He then gave the client a call back on July 18, 2024. He reviewed with the client that the installer did put blankets down in the work area, you could see them in some of the before pictures, so he did not see how something would get in the carpet if it was covered by blankets. The client replied that the before pictures did not include a picture of the area in the closet where the hole is located. He advised her that he also spoke to the installer and the installer did not recall anything that dropped or dripped during the install. He advised the client that unfortunately, he did not see any documentation that these holes were made by our installer and asked if the client had any additional information that they could share with us. The client insisted that the holes were not there before,and they were not the type of people to blame someone else for something they didnt do. They had only been in the home for three years so this was relatively new carpeting.
  It was not that we did not believe the client, but unfortunately, not everyone is as honest as they are. After being in business for over 20 years, you can imagine the claims that clients have made over the years that were found to be false after further investigation.
  Even though we advised the client that day that we did not have enough documentation to confirm that the holes were made by our installer,we did not stop investigating the clients concerns.
  On June 22, 2024, the client called our office asking to speak to someone. One of our sales coordinators called the client back to discuss her concerns. She advised the client that she would have the clients file pulled and review everything to see if there was anything else that could be done.
  Later that afternoon, our installation manager called the client back and advised her that upon further review, we had made the decision to move forward with having the clients carpet patched/repaired. We had already spoken to a company in her area and would be getting back with her as to when they could come out.
  (We did not receive the notice from the BBB regarding the clients complaint until 7:44pm that evening so our decision to handle the patch/repairs to the clients carpeting was made prior to receiving the clients complaint.)
  We called the client on July 23, 2024, and left a message that Carpet Salvage had been scheduled to come to their home on Friday, July 26, 2024, to patch/repair their carpeting.
  The client called back on July 24, 2024, and requested that Carpet Salvage not arrive until after 12PM on Friday.
  Carpet Salvage went to the clients home on July 26, 2024,but required additional carpeting and scheduled a return visit for Monday, July 29, 2024.
  Carpet Salvage contacted us on July 29, 2024, and notified us that they have completed the repair. We called the client to follow up and left a message.
  We appreciate the clients patience while this repair was being handled. We look forward to working with the client again in the future.

  Customer response

  07/29/2024

   
  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.
  

  We are grateful to closets by design for repairing the damage. We are now satisfied customers. 
  

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

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Closets by Design installed our closet system on 12/6/23 leaving around 2:09pm. We received an alert in our alarm app at 2:52am on 12/7/23 that our backyard video device has not responded to the automatic system checks in 12 hrs. We contacted the alarm company to have a tech come check out the issue. They advised that they would try to troubleshoot over the phone first because the charge is $150 for someone to come out. They attempted to troubleshoot, but that was unsuccessful. ******* I spoke with said that they were backlogged with scheduling technicians due to the upcoming holidays but would get someone out as soon as possible. We were scheduled for 12/22/23. The tech came out and removed the camera from the exterior of the house &there was absolutely no power cable attached to the camera that was there previously. The tech advised that the power cable was run along the baseboard of the closet on that particular wall that leads to the exterior camera and that the cable was removed and no longer present or connected to the camera. Please note that the installers removed the baseboard in order to install the closet system, and the wiring/cord is not something that was visible to us and could only have been removed during the removal of the baseboard on that wall. We contacted the company to advise of this issue and spoke to ****** in installation and he requested information from the security company stating where the wire was located in the closet. That was emailed to him on 12/23 with no immediate response. Another follow up email was sent on 12/28. The company responded on 1/5/24 stating "There isnt a definite way to confirm that closets by design caused damage to the wiring or exterior camera of the home". My husband called ****** to discuss and was basically advised the same thing, that they are not responsible. Again, there is no other possible way that this wiring/cable would have been removed since it was run behind the baseboard, that the company removed.

  Business response

  01/23/2024

  The clients Custom Master Walk In Closet was installed on December 6, 2023.
  The client reached out to us on December 22, 2023, stating that they believed our installation team demoed the wiring for their exterior security camera when they removed the baseboards to prepare for the installation of the Custom Master Walk In Closet. She stated that the wire was not visible,it was run under the carpeting.
  We advised the client that we do not remove, cut, or take up the carpeting.
  She said she did not know what it looked like or exactly where it was run but the camera company advised that the wiring is now gone.How does the camera company know that the wire is gone, did they uninstall the Custom Master Walk In Closet to look under the carpet?
  We understand that the clients camera quit working on December 7, 2023, which was after we were at their home for the installation of their Custom Master Walk In Closet but it cannot be confirmed when the camera actually quit working. Perhaps the wire was pulled out from the camera, when the client emptied out the space, prior to our arrival for the installation.
  There was a delay in correspondence because our installation department was not working from December 23, 2023, thru January 1, ****, due to the holidays.
  Although it is unfortunate that the clients exterior camera quit working and they believe it was related to the installation of their Custom Master Walk In Closet, there is no evidence that our installation team demoed the wiring. As the client stated, the wiring was not visible and they did not advise us of the wiring before the installation.

  Customer response

  01/23/2024

   
  Complaint: 21153060
  
  I am rejecting this response because:
  I advised the business on the initial call that the cord was either run under the carpet OR behind the baseboard, and that the cord/wiring was not visible at all to us so how could we have removed it during emptying out our closet. That only included removing clothes and shoes, not any fixtures, shelving or baseboards! There is no possible way that we would have been able to remove the wiring/cord without removing the baseboard. The only people that removed the baseboard is CLOSETS BY DESIGN ATL, and although the guy we spoke with claimed that they "would not" do that, he has no idea what was done because he wasn't here and they did not even offer to come out and take a look at where the wiring would've been placed as well as where the camera is located on the exterior of the home. Before the outage of our camera we were not sure where the wiring was placed in order to give the installers a "heads up", but if any logical person sees wiring/cords when they remove the baseboard, they should have left it where it was or at a minimum walked right outside the room, where I was working at my desk, and asked what we wanted them to do with the cord/wire. But they said absolutely nothing! And as requested initially by the business, I provided them with the information from the security system company stating where the wire was located, and I think they know better where they installed the camera wires than someone that wasn't even here, or had any part in the installation of our camera.

  Also, as previously stated, there was a delay in contacting the business because we did not want to assume or accuse them of anything until we found out for sure what was causing the camera outage, and when we were advised by the security system company what the issue was, we contacted the business the same day. They never seemed willing to accept responsibility for their employees actions from that very moment. I just wish I had checked BBB or any review site before hiring them to install our closet system, because I would've been warned in advance that this company does not take accountability for their actions, and saved us from having to go through this whole thing. I would've paid more to deal with a company that stands behind their work and is accountable! 
  Sincerely,
  
  ******* Register

  Business response

  01/26/2024

  We have reviewed our phone calls and during the call on December 22, 2023, the client did state that the wire ran under the carpet to the outlet across the room. It was later in that same conversation that the client stated it may have been under or behind the baseboards.
  On December 22, 2023, we did offer to send an installer out to the clients home, but the client did not state that they would like to schedule a visit. However, we are not clear what would be done during this return visit. Would we be meeting with an electrician or the security company to investigate what may have happened?
  We have reached out to the clients security company multiple times to discuss the wiring with them and to get a clearer picture of the circumstances, but they have said on each occasion that they would call us back and no one has ever called back.
  At this time, the client has not provided us with any evidence that the disconnected or removed wiring was actually done by our company.
  We are happy to continue to work with the client to investigate this situation further to try to come to a resolution.

  Customer response

  01/31/2024

   
  Complaint: 21153060
  
  I am rejecting this response because:
  We have advised multiple times that no one, other than the business (Closets by Design Atlanta), had access to the wiring/cable that was connected to the exterior camera. I'm not sure what number the business is calling to speak to the security company, but our **** ************************ can be reached at ************, to answer their questions and explain how the wiring was installed that is no longer connected to our back camera.

  
  Sincerely,
  
  ******* Register

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Closet by Design came to me on 4/7/23. Designed a closet based on the space, the price $3800. I paid a 50% deposit, $1900 on my credit card. install date was 6/2/23. Days before install, I got a call from Closets by Design telling me that I had to pay in full before the installation. On 6/2/23, I paid via credit card the remaining balance of $1900. I was asked to sign an approval form that had my full credit card #, my CVV and exp date. I questioned it as I was uncomfortable with having my full card # being exposed and signing a document saying to charge my card again when my balance was zero. I know my consumer rights so I knew that was illegal. I signed the doc but crossed off my card #. He called his manager who then called me. I told him the same thing and the transaction already posted to my account. He told me in a very threatening way that he would not do the work if I did not put my card number back on the paper. I told him the policy was not legal according to consumer rights as I work for a credit card company. Merchants cant store that info all together on piece of paper. He again threatened to have his workers leave if they didnt get my card # I told him that I really wanted them to do the work done. I told him he could not refuse me service because I had already paid for it. He said he could and would tell his work is to leave. I said if you refuse to do the work then issue me a refund. He said I am not getting a refund and not getting the work if he doesnt get my card number on that piece of paper. After about 35 minutes of back-and-forth he called his worker and told him to leave and they left. I called my credit card company to dispute the charges on the grounds that I paid in full and I did not receive the service. I was the. awarded $1900 for the second transaction (the one that I made on June 2.) Unfortunately the time had expired to dispute the first transaction from April 7. I only had 90 to dispute the transaction. Im out of $1900

  Business response

  01/19/2024

  The client is correct that she signed a contract with Closets by Design on April 7, 2023, for a Custom Master Walk In Closet.
  On May 26, 2023, we made a courtesy call reminder to the client of her upcoming installation on June 2, 2023. One of the items that is reviewed during this call is the payment information. This is not new information for the client, this is information that was presented to the client in the contract that she signed on April 7, 2023.
  Terms and Conditions Item# 9 of the signed contract that the client also initialed states: Final payment must be presented to the installer before installation may begin.
  It is our company policy, that the client provide their full credit card number on the installation report. As we advised the client, if she preferred not to do that we also except cash, check or zelle as payment options.
  It is also our company policy that the client provide their full credit card number on the contract, which the client did.
  On June 5, 2023, we called the client to see if she would like to reschedule the installation of her Custom Master Walk In Closet. The client was not interested in moving forward at that time.
  From June 2023 to November 2023, we received no communication from the client. On November 7, 2023, we reached out to the client to discuss scheduling the installation of her Custom Master Walk In Closet. At that time the client stated that she no longer wanted to do business with us.
  In November and December, we continued to reach out to the client to fulfill our part of the signed contract, but the client was not interested in moving forward.
  The client is requesting a refund. As we advised the client,per the terms and conditions of the signed contract, we would not be issuing a refund.
  Terms and Conditions Item# 3 of the signed contract states:I agree that this job involves custom made items and that once my order is in production and/or materials have been ordered, there are no refunds or credits allowed.
  We have the material for the clients Custom Master Walk In Closet in storage and we are ready to schedule the clients installation when she is ready.

  Customer response

  01/21/2024

   
  Complaint: 21138032
  
  I am rejecting this response because:
  Closets by Design is in violation of PCI DSS compliance.  Based on consumer credit protection a merchant shall not stored unencrypted card number, cvv and expiration under circumstance. Closets by Designs policy is wrong and out of compliance. Their policy is for the cardholder to put their full 16 digit card number, CVV and expiry date a black credit authorization form to be stored in their office AFTER the customer has paid in fulll. I did not feel safe with providing my information on written piece of paper AFTER I had paid in full. I have receive partial refund ($1900) back from my credit card company because Closets by Design were out of compliance in their protection of my credit card sensitive information and I did not refuse service. The other portion was not refunded because the dispute time for the charge had expired. I was given an offer to pay cash after I paid the balance on my credit card on the day of installation. Closets by Design has been harassing me while Ive been trying to get refund.  I have not taken any action because I was stressed about the process. I can not do business with a company that violates consumer rights.  If they are not willing to refund I will submit a small claim to the court and expose their violation of PCI DSS compliance 
  Sincerely,
  
  *********************

  Business response

  01/26/2024

  It is our company policy to collect the payment information in writing, but the client has options as to how they would like to make their payment.
  For deposits and final balances we accept multiple forms of payment including cash, check, zelle, and credit/debit cards. It is the clients choice how they would like to make their payments. The client can change their form of payment and if a previous payment has been made it will be reimbursed or voided.
  The credit card dispute was in regard to receipt of merchandise, it does not reference PCI compliance.
  Our PCI compliance has been reviewed and approved yearly without any breaks.
  When calling the client and offering to reschedule the installation our intent was never to harass the client but to fulfill the terms of the mutually signed contract.
  The material for the clients Custom Master Closet is in storage and ready for installation when the client is ready to proceed. If the client prefers to have the material for the Custom Master Closet delivered to her home and not installed by Closets by Design, this is an option as well.
  We look forward to working with the client to come to a resolution and complete the contracted installation of her Custom Master Closet.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Closets By Design to replace a poorly done closet job (by another company), and install cabinets and countertop in my pantry. The closet portion and cabinets in the pantry are great. The issue is with the countertop. It took the company 3 separate visits and calling in special teams to get the counter top to fit. They ended up cutting the counter top to fit into the space. It looks great. The problem is, during the many attempts to install the countertop, my walls, floors, doorway, and shelving were damaged. I have contacted the company numerous times, sent photos, follow **** and it has not been repaired. I have paid them in full. I was instructed to have the space painted and ready prior to install. I wish I would have waited and paid to have the area professionally painted afterwards. I am reaching out to the BBB in hopes that they can help resolve this issue. I want them to repair the damages made in my home.

  Business response

  08/10/2023

  We are happy to hear that the client is enjoying their Custom Master Closet and Custom Pantry.
  As the client noted, due to the tight fit of the granite countertop in the pantry, it was necessary to have the granite company go to the clients home to complete the installation. We apologize for any damage that was done to the clients floors, doorway and walls in this process. We were able to speak to the client on August 9, 2023, and have scheduled to return to the clients home on August 25, 2023, to complete any necessary repairs and paint.
  It is always our goal to have our clients thrilled with their completed custom project and we look forward to completing this clients project later this month.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I would like to express my concerns as a business consumer of Closets by Design (the franchise out of Atlanta). Unfortunately, we have had a less than desirable experience when it comes to Closets by Design standing behind the installation of their product. Let me begin by stating right on the companys paperwork, it has a bullet letting the consumer know:Floor Based system and anchored to studs, our closets are stable and secure. This type installation gives you stronger support for your wardrobe and provides the rich look of built in cabinetry.On July 27, **************************************** our garage by Closets by Design installers. In May of 2023, and we noticed the cabinet doors were hanging unevenly. I reached out to the Atlanta office, where I was told to email ************************************************************** On June 6, 2023 I emailed pictures of the cabinets and was told I would receive a call to schedule someone to come out and address the issue. On June 10th, I reached back out to follow up and see if we could schedule something since I hadnt heard anything. We were out of town until June 15th, and on Saturday, June 17th, I woke up early when I found the smaller of the three cabinets had fallen off of our wall, smashed into the ground, hit our golf cart and just barely missed our brand new car. Had a person been under the cabinet, it would have been pretty terrible. Additionally, the two ************** were now leaning from the top about 10 inches. Immediately, we called Closets by Design and were told a team could come out Monday to assess the situation. Given the situation, we are only requesting a refund in the amount we paid of $2856, plus $450 to repair the golf cart. Closets By Design says refunds are against their policy, however, the faulty installation of the product breaches their contract with me. They have agreed to reinstall them at not cost to me and to pay the $450, but I would rather have the money back.

  Business response

  07/28/2023

  This clients account is actively being addressed.
  We have acknowledged that, unfortunately, the garage cabinets were not installed properly due to the spacing change of the studs in the wall. On the opposite side is a split level which we were not aware of at the time of installation in the garage. We certainly apologize for the incident and are very thankful that someone wasnt hurt.
  We have asked the client for an opportunity to come out for a walk through to review with the client how this will be corrected.
  We have agreed to pay for the repairs to the golf cart.
  All the documentation and pictures from the installer and the client are being reviewed by upper management and they will be reaching out to the client directly to come to a resolution.

  Customer response

  07/31/2023

   
  Complaint: 20357912
  
  I am rejecting this response because:

  We are uninterested in having Closets by Design come out and reinstall the cabinets in our garage.  The cabinets were extremely heavy and posed a huge threat to not only my children who are often in that area, but to adults.  After the first cabinet fell off the wall, the other two were leaning with their entire weight supported by the open doors pressed up against the garage floor.  Closets by Design as admitted they were installed incorrectly by not putting them into studs.  Their guarantee clearly states all cabinets will be drilled into studs (as shown on my original complaint).  The excuse that our stud pattern is different is admitting negligence on behalf of the installer.  She didn't double check to make sure she was drilling into a stud, nor did she correct herself when she realized she wasn't.  Any competent installer should know the difference in hitting a stud versus ************.  In addition, the footings were never secured.  They were just free floating under the cabinet which is a big reason they fell off the wall.  This is a breach in contract between Closets by Design and me due to the incorrect installation from the beginning.  We would like to pursue a refund only at this point.  I reached out to Closets by Design weeks before this all happened letting them know I was concerned and never heard from them.  The seriousness of the situation in my garage is enough to make me not want them reinstalled.
  
  Sincerely,
  
  *********************************

  Business response

  08/07/2023

  We certainly understand the clients concerns about having the cabinets reinstalled and not being properly supported. We would like the opportunity to come to her home to discuss the procedures for the proper installation of the clients cabinets. In allowing us this opportunity, it would not oblige the client to accept the reinstallation of the garage cabinets.
  We know the client is requesting a refund, we only want to be sure we have provided the client with all the necessary information regarding the installation.
  The documentation and pictures from the installer and the client are still being reviewed by upper management and they will be reaching out to the client directly.

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid for closet installation that occurred on March 02 2023. The incorrect drawer pulls were installed. A new appoitment date 3/8/23 was given for the installation of the correct pulls. We also paid for 6 shelves that were to be installed on the same day as the correct drawer pulls. The installers were 5 hours late beyond the delivery window. Upon arrival, they did not have the shelves that we paid for despite having verified twice prior to the appointment that they would bring them on 3/8/23. They had to go to the warehouse to retrieve the shelves. Once the installers finally arrived with the pulls and shelves, the shelves were not cut and didn't fit into our closet. The installer cut the shelves on site outside our home by hand. The end result were chipped shelves that were unevenly cut. We were forced by ****** to accept the horrible condition of these shelves. He told us we would not get a refund. Our appointment window was 10am to 12pm. The installers did not arrive until after 5pm. We spent ALL DAY waiting for them. We also had to reschedule a very important appointment because the installers kept saying they were enroute. The manager ****** is TERRIBLE!!! Keep in mind this second appointment would have never happened if the correct pulls were installed on our original installation date on 3/2/23. I reached out to manager, *****, twice via email but did not receive any response back. We have used closets by Design for the last 6 years and we have friends who have used them as well. There is a clear emphasis of profits over quality work. There is no emphasis on satisfactory customer service once services are paid for.

  Business response

  07/26/2023

  On February 28, 2023, we installed a Custom Walk In Closet and a Custom Reach In Closet for the client. On the day of installation, the client noticed that the hardware was the wrong color.
  A sales manager spoke to the client regarding the desired hardware and apologized. We advised the client to visit the manufacturers website to see the available hardware options. On March 1, 2023, a service order was written to return to the clients home for a service call to exchange the hardware. The service call was scheduled for March 8, 2023.
  While talking to the client, they also stated that they would like to order additional shelving.
  On March 2, 2023, an additional work order was written for 6 additional shelves for the Custom Reach In Closet. This additional work order was emailed to the client and the client responded with their approval and the work order was processed on March 3, 2023.
  On March 7, 2023, we called the client and quoted an arrival window of 11AM 1PM on March 8, 2023, for the service call.
  Unfortunately, on March 8, 2023, the installer was running behind schedule. Sometimes the installers run into weather or traffic delays and unexpected issues while completing installations.
  At 6PM on March 8, 2023, the office called the client to follow up on the service call. The client stated that the service went well.
  The clients purchase of the Custom Walk In Closet and Custom Reach In Closet is covered under a seven year warranty.
  On June 16, 2023, we received notice from the clients credit card company, stating that the client did not receive the shelves.
  On July 7, 2023, the chargeback was reversed.
  There were no notes on the clients file regarding the damaged shelves. We called the client on July 25, 2023, and left a message to schedule a walk thru to address any of the clients concerns.
  We called the client again on July 26, 2023, and offered a return visit to address the clients needs. The client replied that we must have the wrong client, she doesnt need anything from us, and the call dropped.
  It is always our goal to work with our clients to provide them with a beautiful Custom Design. If the client should have any questions or concerns, we would be happy to discuss these with the client.

  Customer response

  07/26/2023

   
  Complaint: 20353606
  
  I am rejecting this response because:

   

  Not only is Closets by Design theives but liars also. I never ever told anyone that I was satisfied with the shelves on March 8th.  The calls are recorded on their your end, provide the proof!  I also have surveillance footage of that entire day. I never spoke to anyone after those installers left. However, my footage does show the installer doing a hand cut of 6 shelves on my property. Clearly that is uncustomary because in addition to being gravely late, Closets by Design didn't cut the shleves beforehand to fit in my closet. If I were so satisfied, why would I send two subsequent emails stating the contrary. Emails that went unanswered by the way Closets by Design made mistake after mistake and is doing nothing to fix it. . My shelves are chipped and uneven. Additionally, I received the following voicemail and it is attached. Nothing in it says anything about Closets by Design following up on the damaged shelves that I complained about. A professional company would have someone in leadership call and introduce themselves and address any concerns. No, not Closets by Design...they have some timid worker call and leave a message about a walk through. I had no idea she was talking about. Clearly, Closets by Design does the bear minimum just to have a response to this complaint. It's not a true attempt to resolve anything. It a sham from a company that has questionable business practices and inflated prices. Additionally, why I let them do a walk through? That isn't necessary. I can just remove the shelves and send them back for a full refund. Additonally, Closets by Design all followed up after I filed a bank dispute and BBB complaint. I have photos of chipped and uneven shelves. As far as my bank dispute, I have updated them so the claim can be refiled properly as item received not as described not item never received. I never told them I didn't receive the shelves. So you can expect to see the charge reversed back in my favor within the coming days. I  don't understand how this company has such an integrity issue yeat changing exorbitant prices! It's very shameful. There are several BBB complaints and interviews reviews with the same underlying issues that I experienced...everyone cannot be lying. I want my money back and I will never ever ever be a repeat customer. You robbed me for several years but you won't again. Do Better!

  
  Sincerely,
  
  Yatecca ******

  Business response

  08/02/2023

  We are never happy to hear that one of our clients is not satisfied but it is certainly disappointing when a repeat client over the last five years is dissatisfied.
  Our previous response was not meant to upset the client.
  It was an installation manager that called the client, not just a worker on both July 25th and 26th, 2023. We offered a walk thru for 2 reasons: 1. We wanted to get the correct measurements of the shelves needed so they would not have to be cut on site again. 2. We wanted to be sure that we addressed all the clients concerns.
  Because our product is custom, sometimes our installers do need to cut material at the clients home.
  Yes, we called after receiving the BBB Complaint and the Chargeback because we wanted to be sure we addressed the clients concerns. We apologize that the previous installation manager did not properly document and address the clients concerns.
  The individual that the client emailed on April 8, 2023, was from our sales team and we do not have access to those emails. It would be best if she responded to the email our installation department sent her from ************************************************************* or to call the office @ ************.
  Since receiving the clients update on July 26, 2023, we have tried to reach out to the client by phone and email again and have not received any return communication.
  We will continue to try to reach out to the client to address her concerns.

  Customer response

  08/02/2023

   
  Complaint: 20353606
  
  I am rejecting this response because:  

  Since filing my BBB reply, the first time Closets by Design reached out to me was today 8/2/23 not 7/28/23 as they reported. I responded to their email this evening on 8/2/2023. They have to give me time to respond and keep in mind it has been less than 7 hours between their call and email to me and my response. It's interesting that they want a quick reply when I reached out to them months ago on March 8, 2023 the day of my last install and they never responded. Had they been professional and replied, we wouldn't be here. Again it was only after filing a bank and BBB complaint that I even heard from them. I too look forward to an amicable resolution to this ongoing matter that has not yet resolved. I do not want this complaint to be closed until a resolution has been reached. Right now all has happened is an email and call to me, no other action on their part. Given their business practices, I'm doubtful anything will come of this but I'm willing to work with them has I have been since day one. 

  
  Sincerely,
  
  Yatecca ******

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1st deposit transaction Feb 2023 Install scheduled for *** 12th.Rescheduled 4 times and finally show up at ***12th @ 7:15 pm to do a 6 hr install.With a 8 month pregnant wife and two small children in the home at the time of install.2nd full payment on date of install *** 15 7:15 pm was written out in check form.Installers left at 10:30 pm with half the work finished.Installer stated they would be back the next day to finish the install.. this never happened. Installers made cuts and rips in our closets and left our home in a mess. Only 1/3 of the project completed.Install manager for this particular branch Responded to my wife why I (The Husband ) would have the wife working from home at 8 months pregnant. This is the rudest comment we have ever received from a business.This has been the most horrific experience and our home is still in disarray. This company could care less, and they have all our money for the project.

  Business response

  05/24/2023

  The client signed a contract on February 20, 2023, for a Custom Daughters Closet, Custom Reach In Closet#1 and a Custom Reach In Closet#2 for a total of $5400. The client paid a deposit of $2700 by check. The installation of the Three Custom Closets was scheduled for May 12, 2023.
  On May 12, 2023, we had to call the client to apologize and advise that the installation of the Three Custom Closets would need to be rescheduled.Unfortunately, one of our installers was in a car accident and we did not have another installer available. We offered to reschedule the installation to the next day,May 13, 2023, with an ****AM arrival. The client requested a later arrival of 10AM-12PM which we were able to accommodate by rearranging the schedule.
  On May 13, 2023, the installer reached out to the client to advise them that he had run into a delay, and he would not be arriving in the time frame quoted. When the installer spoke to the client again around 430PM with an update the client advised that they did not want him to start the project so late and would like to reschedule.
  The installer returned on Monday, May 15, 2023, at approximately 730PM. The client paid the remaining balance of $2700 by check as agreed upon in the signed contract. The installer worked on the Three Custom Closets until 1030PM but was unable to complete the installation.
  The installation manager spoke to the client on May 16, 2023,regarding the return visit to complete the installation. We offered the next day, but the client stated that her first available date was May 19, 2023. We agreed to return on May 19, 2023, with a morning arrival so the clients installation would not have a delayed start.
  During this conversation the client mentioned that she was 8 months pregnant with 2 small children working full time from home and this was an inconvenience and a lot to juggle. She asked the installation manager how he would feel in this situation, and he stated that he wasnt sure because he hadnt gone through this but when he was married, they chose for his wife not to work when she was pregnant. The client seemed upset with this comment and the installation manager apologized he meant no disrespect; she had asked for his opinion. We sincerely apologize if there was a misunderstanding or if the client was offended by his opinion.
  We returned to the clients home on May 19, 2023, as scheduled and completed the installation.
  We called the client the next business day, May 22, 2023, to follow up on the installation. The client expressed her frustration with the process but did state that the installer that came out on the last day to complete the installation was great.
  We sincerely apologize for the lack of communication and delay in the completion of the installation. We hope that the client will enjoy the Three Custom Closets that were installed.

• Initial Complaint

  05/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There was an ordering created by the sales representative which has been acknowledged, but has resulted in repeated incorrect and incomplete installation requiring multiple visits and the job ($10K), is still not completed. Installation vs Sales problems are leaving the customer in the middle. I just want the job completed.

  Business response

  05/12/2023

  The client is correct that it took Closets by Design 3 installation visits to complete her Custom Wall Unit to contract and we apologize for any inconvenience this may have caused the client.
  We are pleased to say, we have processed the clients work order and look forward to our return visit to install the additional door and drawers she ordered on May 18, 2023.
  We would like to thank the client for her business. We greatly appreciate the clients patience and support. We cant wait to see her Custom Wall Unit with her new additions.

• Initial Complaint

  04/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 27, 2023, a rep/installer from Closets by Design was scheduled to arrive/install a custom closet in my laundry room and master closet between 8 a.m. to 10 a.m. At 10:46 a.m., I contacted my designer to obtain a status. She advised she would reach out to her team. I also called the office. I was placed on hold for a lengthy amount of time and the phone eventually got disconnected. I advised my designer of this. She again stated she would contact her tea. At 11:08 pm, she advised that her manager would have the install team contacting me. At 12:11 p.m., still nothing and the designer stated she would check on it. At 2:06 p.m., I tried calling a few more times, to no avail. At 5:19 p.m., the installer contacted me inquiring if I still wanted him to come out for the installation, as they had issues with the truck, and he would not arrive to my location until 7:00 p.m., and it would take approximately 6 hours for the install. I informed him that I have been waiting all day for someone to take contact and still wanted the installation to be done, as I placed my order back in October 2022. I updated the designer of same. She again apologized and said she had been trying to contact the office all day as well. At 5:34 p.m., the installer called me back stating that his partner had to leave, and it would take longer that 6 hours for the install, and asked if he should still come. Again, I advised him yes. The install finished at 1:00 a.m. on Saturday. On March 21, 2023, I informed the designer that a shelf was buckling. She made a report on March 22nd and stated someone would contact me. A week went by, and I did not hear from anyone. I informed her of this, and she said she would contact her manager. Another week went by and still nothing. I informed the designer on April 8th that her office is very unprofessional, I'm displeased with the horrible experience, I wanted them to remove everything, refund me, and I would make a formal complaint.

  Business response

  04/13/2023

  The client signed a contract with Closets By Design on November 19, 2022 for a Custom Master Closet and a Custom Laundry Room. The installation was scheduled for January 27, 2023.
  Although our installation team was running behind on January 27, 2023, the installer did arrive at the clients home that day and complete the installation of her Custom Master Closet and Custom Laundry Room.
  We called the client on January 30, 2023, the following business day, to follow up on the installation of the Custom Master Closet and Custom Laundry Room, the client stated that everything was okay.
  The client reached out to her design consultant on March 21,2023.  Her design consultant wrote a service request for the clients Custom Master Closet, which the client approved, and forwarded the pictures provided by the client, to our installation department on March 22, 2023.
  Our installation department reached out to the client on April 11, 2023, and scheduled a service call to replace the damaged shelves on April 17, 2023.
  We apologize that our installation department did not reach out to the client sooner to address her concerns.
  We value all our clients, and we know how important good customer service is. We appreciate our clients patience and continued business.

  Customer response

  04/14/2023

   
  Complaint: 19917243
  
  I am rejecting this response in part because: The initial installation being conducted is not in dispute, nor is the response to finally getting back to me regarding the fixing of the damaged shelf.  My complaint is about how the company treats their customers.  I'm certainly not the only one who has an issue with their customer service.  The manner in which this location handles their customers is truly appalling. The installer came 8 hours after time, tried to get me to delay the install for another time, and did not finish until the next morning.  My entire day and night was hindered because of this.  Additionally, it took another two weeks for the company to get back with me about fixing the damaged shelf.  I will add, in the last two days since I've filed my Complaint, they have reached out and are attempting to rectify the issue.  However, it should not take me filing a Complaint to get a response.  I truly don't understand how they are still in business with this type of treatment.  To completely rectify the situation, I would like either a full refund, removal of the install and a cancellation of the contract with their financing company (***** Fargo) or a refund for funds paid to date (deposit and fist monthly install $1,850.00) and replacement of the damaged shelf unit.  If the latter is chosen, I would accept a credit or deduction towards the contract with ***** Fargo.
  
  Sincerely,
  
  *********************************

  Business response

  04/21/2023

  The service was scheduled for April 17, 2023, but while speaking to the client on April 14, 2023, she requested to reschedule the service to a Friday. As requested, the service was rescheduled to Friday, April 21, 2023.
  While on the phone with the client on April 14, 2023,reviewing the requested service, the client also mentioned that she did not like that her hanging clothes are only partially enclosed in the units. A Sales Manager reviewed her file and spoke with her about her concerns. To best utilize the clients space for functionality this was the best design. He gave her examples of how the design would have to change to accommodate the deeper panels which would have decreased her storage space.
  The client also inquired about having more hanging space.Since our units are designed to be adjustable the Sales Manager explained to her how she could change the shelving sections to hanging sections or hanging sections with shelves. He advised the client that if she would like to do that, he would be happy to provide her with 2 hanging rods, complimentary.
  While speaking to the Sales Manager, the client stated that no one followed up after the install, but the installation was completed on Friday, January 27, 2023, and we called the client on Monday, January 30, 2023,and the client noted that everything was okay, and she had reached out to her design consultant about possibly getting an extra rod or rack.
  We returned to the clients home on April 21, 2023, as scheduled and completed the service. Once the installer reported he had completed the service, our Installation Manager called the client to confirm that everything was to the clients satisfaction. The client stated it was an easy fix and everything was addressed. The Installation Manager informed the installer he could leave.
  We hope we have addressed all of the clients questions and concerns at this time.
  The clients Custom Master Closet and Custom Laundry Room are covered under warranty and we are happy to address any other concerns the client may have in the future.
  Again, we appreciate the clients patience and continued business.

• Initial Complaint

  02/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Dear BBB - Please see the *** letter that I submitted to Amex along with the attached pictures. Since submitting the letter below on 01/26/2023 I was advised by Amex on 02/02/2023 that Closet by Design submitted a letter claiming they installed a complete closet and I received my product. This is completely false and fraudulent in my eyes. The attached pictures where taken that show proof of an incomplete project/closet. These pictures were taken when the installers who are employees of Closet by Design called me into my room to show me incorrect measurements and products provided. The installers stopped install and advised that they did NOT have the correct products to finish the job. Furthermore, they took down what is shown in picture and left my property without providing a closet or anything. Closet by Design waited over a month to reach out and still has not provided any course of solution.

  Business response

  02/10/2023

  We could not find an attached PDF to review what the client submitted to AMEX.
  The client signed a contract with Closets By Design on August 29, ******************************** Closet.
  The installation was scheduled for November 22, 2022. We spoke to the client several times on the day of installation; first he expressed that the closet that was being installed was different than the approved designs. There was a change made to the initial design which the client did agree to via text to accommodate the hamper. We asked the client to allow us to complete the installation as designed and then we could review with him what changes needed to be made but the client refused. He later stated that it was not what he expected and it would no longer work for him. Because the client was also working while the installation was occurring, he was not always available to discuss. The client requested that the installers uninstall what had been installed and leave.
  On December 16, 2022, a Sales Managers reached out to the client to review the design issues, it was not more than a month after the installation date of November 22, 2022. The client thanked him for the phone call but stated that he was not interested in moving forward with Closets by Design.We requested that he review the issues or send us an email detailing his concerns, but we did not receive anything from the client.
  The Installation Manager called the client on February 7,2023, to offer an installation date and the client refused due to concerns of not being happy with the design. He said he told us in December that he did not want to work with us.
  On February 9, 2023, a Sales Manager called the client again to discuss his concerns with the design and again the client refused to discuss anything and stated that he wanted a refund.
  As per the terms and conditions of the contract signed by the client I agree that this job involves custom made items and that once my order is in production and/or materials have been ordered, there are no refunds or credits allowed.
  We are more than happy to review the design with the client for any necessary changes and return to the clients home to complete the installation of his Custom Master Walk In Closet when the client is ready.

*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. ↩