ComplaintsforClosets by Design

• Initial Complaint

  03/29/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We had a designer come out to quote us having two closets done. We have used this company in the past and been thrilled with the results and the customer service. We were told that the install would be within 4-6 weeks. They were not able to schedule that day because it was after hours but told us that if we signed and put a deposit down, we would receive a call the next day to let us know the install date. We did sign and pay a 50% deposit based on the information we were given. We waited two days plus through the weekend to get a call and nothing. I finally called into the office the next Monday (signed on a Wednesday) to get information and was told that the sales lady had not at that point even turned in the paperwork from the previous weekby the end of that week I was finally given an install date..12 weeks out! I called in to explain that we were told 4-6 weeks and wanted to cancel if we would have to wait 12 weeks. I was told we could not cancel without losing the 50% down payment because we were past the 3 days..the sales lady didnt even turn in the paperwork within the 3 day window. This seems incredibly dishonest and they are doing nothing about it.

  

  Business response

  04/02/2022

  I appreciate the detail provided by the customer in this complaint.  We did not realize the initial expectation for install lead time set by our designer, so we will find a way to make that happen.  We have proposed a new install date to the customer that is within their expected time frame and they have accepted.  It is my understanding that this complaint has now been resolved.

• Initial Complaint

  09/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Closets designed on 5/22/2021 for 6 rooms in our home. Install date scheduled for 8/16/21-8/20/21. On day 1 of "installation" only pieces and parts arrived. Multiple install days on our calendars. CBD communicated arrival times between 9:00 and 11:00 - usually arrive sometime after 11:00 and leave around 4:00 each time. No call, no show x 2. Communication very poor among the employees and with us. Different people come out each time and have to re-inventory pieces and parts. WE have to follow drawings to make sure work is done correctly. No attention to detail. They disconnected the washer from the drain pipe AND cracked the pan washer sits in. Result was flooded laundry room with water dripping down the stairwell to the first floor. The manager, ****, brought out new pan. Did not fit. Still waiting on replacement pan. Also still waiting on installs to be completed. Was contacted on 9/22/2021 - now pieces on backorder until 10/22/2021. Many pieces all over our home.

  

  Business response

  12/14/2021

  We apologized for the delay and the situation multiple times. Yes, we wish the process and project went smoother and certainly understand the customers frustration, however we did not leave the project unfinished. We rectified all issues. Our installers worked to complete the project.

   

  ****

  Customer response

  12/14/2021

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

*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. ↩