ComplaintsforClosets By Design Chicago South

• Initial Complaint

  04/21/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 2/14/2022, I signed contract #***** with Closets by Design to install a custom organization system in my Master Bedroom closet. The total of the contracted work was $3,715 with one payment of $1,857.50 due upon signing contract and the other at delivery. The install was completed on 4/15/2022 at which point I reached out to the company with my issues.The initial consult lasted more than 3 hours in my home and resulted in a 6 page contract/drawings/lists. As I'm not an expert on closets, I trusted that my conversations with the sales rep were accurately reflected in the contract terms that I was signing. Unfortunately, there was one major issue.The sales rep recommended that I could remove my existing closet wiring/rods instead of the company doing it to save a little money. She said that I didn't need to patch the holes because the panel backing would cover it. Unfortunately, without me scrutinizing the contract, I didn't realize that panel backing was an option and the sales rep ****** that I was opting out of the backing. As a result, it wasn't installed and the damaged walls show and look terrible.After install, I inquired with ***** at Closets by Design about resolution of the issue and was told it would cost $1,160 to remove the installed components, install the paneling and then reinstall the components. I expressed my frustration about the fact that back paneling had been discussed and was basically told "you opted out on the contract". The lack of willingness to work out a resolution that doesn't cost me an additional $1k + of money is frustrating given the significant amount that I've already paid.

  

  Business response

  05/02/2022

  The contract clearly states " No Backing " on the project. The customer initialed the line as we ask all customers to do. However, we decided to "We removed system,added backing and reinstalled system on April 28.  Job is now complete"

  *************************

   

  Customer response

  05/05/2022

   
  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

  04/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a custom walk in closet to be built with high end material and 1 day of work. This is and still not the case! Items spelled out in the order wasnt done as to what I was told I was getting/purchased. For example the vent and return covered when they have the measurements where everything is. Supports were not installed as stated they would be for support under shelves. Items are chipped from how they installed. My closet they installed is NOT at all high end material it is particle board. The shelves cant even hold shirts or leggings without bowing the shelf. They took my trim which was not theirs to take from inside the closet which was told to leave by garage. The SEVERAL workers sent to install/fix the several issue are obviously not experienced in what they do as one didnt even show up with proper tools and had to actually use mine, yet still didnt fix it. They would schedule times to come out and I would have to take off work losing money (and my time is valuable) they didnt even show up during the time slot time or even show up at all! I have now 4 scheduled visits to fix the problem and they have YET to get it right or show on the scheduled time slot or even at all. Nothing is flush and looks like a highschool student in training built it. The Vanity they "custom" built they knew before they even came out with it and knew when they sold it things were not right but still thought it was good business practice to bring to a customer. As the "Manager" stated the factory it was cut at had wrong measurements for these items but still shipped them hoping people wouldnt notice. They left a huge mess the last 2 times of coming to attempt to fix it. Horrible customer service when I called to ask what would be done and I would just get the run around or disconnected!

  

  Business response

  04/18/2022

  We have responded and included finished pictures in the document attached.

   

  Pls. call with any questions

  *************************

  ************

  Customer response

  04/20/2022

   
  Complaint: 17056114
  
  I am rejecting this response because:

  
  

  Your response is in fact untrue. It is funny you do not even address all the concerns but jump to conclusions and assume it all on the customer!  You sent 3 different inexperienced employees and after the last one that showed with no tools of her own to fix the list of items needed to be done.  I was done taking time out of my valuable schedule for you to then send another inexperienced employee. You state just the island needs to be fixed that is not true. The vent is still not covered in the proper area even with several measurements you took! The shelves are not high end material as I was sold it would be. The support is not even there under the shelf like it was told it would be. Do I continue.? You must not have the note of when they were supposed to be here to fix the closet on Feb 8th but never showed but called hours after the time slot time we have to reschedule they cant come today The pictures you attached are so far away that you wont be able to tell the issues. It funny you attach those photos but then state that they had to come back to fix issues. Which is it?!? I do understand custom jobs do take extra time to complete but not over 3 days worth and stating to a customer you will show between a certain time then either dont even show or show up 2+ hours after that time slot. Due to the fact the first appointment set up for the beginning of installation didnt even show on time I should have known that you dont care about the time slots you tell customers. The day of installation I was actually late for another appointment due to this and since he wouldnt leave the house until I signed paperwork that he was there I did. I guess I should have made him wait outside until I came back from my appointment to say it was finished instead of him forcing me to sign it now or he wont leave. I had flooring guys in my house for the third appt and they couldnt believe the joke of how you treat your customers(as they heard the phone call) and the inexperienced employees you sent as she used their tools! If you say a several thousand dollar custom closet that you left mine is a functional you have some serious issues and I understand why the employees you have leave closets the way mine was left. You should be ashamed of yourself to treat a customer that pay VERY good money for a closet that is maybe worth 50% of what was paid. Since you want to throw in the fact that your reviews are top notch; I wish I would have read the reviews(Google yelp, ********* and I have spoken with previous customers before agreed to have you do my closet as I would have never done it! Many have had the same experience i am in right now! It is also funny that you also block customers to comment on social media posts so new customers wont see the true colors of your companies work. I was planning on having my other walk in done and laundry room but I will now go elsewhere as the way I am being treated. 

  
  

  Sincerely,

  
  *****************************

  

  Business response

  04/20/2022

  Once again. If you wish to have the issues addressed, you have to accept our calls and work with us to address.

  Our number is #************ and ***** will inspect and address if you advise a time to do so.

  As for our social media. You must be looking at the wrong site, as we have a perfect BBB score and ****** has 64 reviews with a 4.6 of of 5.

  Look forward to hearing from you.

   

  Customer response

  04/20/2022

   
  Complaint: 17056114
  
  I am rejecting this response because:
  
  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. ↩