ComplaintsforClosets by Design Boston

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had Closets By Design" come by to give me a price on some cabinets. I had used them before and it was the same rep that came out to my house, She measured and was there not even an hour. We signed the agreement as I did for the last job I did with them. I gave them the deposit of $1,890.00. Within a couple of days I found another company that could do it for a much better price and months earlier than they could deliver. I immediately notified Closets by Design when I got this new price and schedule. They said there was a 3 day clause to cancel and that time had passed. I called and complained to the Manager Jennifer B. She was not very interested in helping me. She gave me some attitude and told me that this was the commission for the woman that came out to measure was due. I told her that $1,890.00 was a large commission for measuring my job for 1 hour. She would not work with me at all. I realize they have a clause for cancellation. Although, I truly believe that we should have been told about this clause while we were being explained the job and all the other things she went over with us. All I heard was a lot promises and nothing about this clause (which I believe is very important) - had I had realized about this clause I would have made sure I did it within the 3 days. It's in small print that, she just told me this, that and another thing and I signed because I had worked with her before. I would like to receive my deposit back because I feel like I was taken advantage of. I don't want anyone else to loose their deposits. This is a lot of money and it did not cost them anything. They also have lost my business. I have had additional work done and I did not use them. I would not recommend them to anyone. There was no discussions, no trying to work with me. I am livid about this kind of treatment. To me this is the worst customer service you could have. Making money off of fine print which should have been brought to the customers attention. I was only a couple days over the cancellation deadline. I am sure they could have worked with me and come to a satisfactory decision. So, the job was never done, materials never ordered but this woman got a full commission on no work being done. I do not think they should be allowed to happen. If they had put them out for anything this would be another story. She can on 6/18/22 and the work was not schedule until 9/15/2022. We called to cancel on the 21st or 22nd of June. So, as you can see the dates were very close. I am hoping that they will work with us and get our deposit back. I am praying the BBB can help me.

  

  Business response

  03/28/2023

  I have never seen a complaint that is such a blatant misrepresentation of the truth.  ****************** signed a contract on 6/11/22 for a total of $11,815, and a deposit of $5,908 was processed on the 13th.  He then contacted us on 6/23 requesting to cancel the order.  We agreed to cancel the order despite the fact that it was beyond the 3 day cancellation.  On 4/23 we refunded 4,017.60, and retained the $1,890.40 as this was commission paid to the designer.  I can assure you the designer spent a lot more than an hour to design a $12K project/contract, granted this may not have occurred in the home.  ****************** then disputed the charge of $1,890.40 with the credit card processor on 7/22/22.  Closets by Design won the dispute on 7/27/22.  Despite all this, a refund of 1890.40 was processed on 10/25/22.  The designer was paid her commission for doing her job, and he was refunded 100% of his deposit.  I consider this to be defamation, and if not retracted will consider legal action.

  Customer response

  04/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19585132, and find that this resolution is satisfactory to me.

  I reviewed my **** statement for October and sure enough, I received a full refund on 10/25. Thanks for your help. Best, ****

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

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered my closet in September 2022 and agreed to having it installed at the beginning of December. It is now February 2023. I have been charged the full amount and the work is not complete (new est. March 2023). I had a design consultation in September 2022. The designer was late, unprofessional, and struggled with the measurements. She emailed the final contract, including all of my personal and credit card information, to my gmail account - compromising my card. I called the company that Monday for an explanation and was told the sales director would call me back. She never did. I called again on Friday and spoke to ***, who wasnt apologetic and denied my request to have someone come check the measurements - despite the fact that I was in my 3rd trimester and concerned the work wouldnt be completed on time. She assured me it would.The 12/6 installer called out sick, so I was sent another on 12/7. He confirmed most of the measurements were off by several inches and that the designer had scammed us into unnecessary add ons that he would return. He could only complete ~75% of the project that week. They scheduled him to come back 12/16. He called out sick that morning. When *** called to let me know hed be here on 12/19, I informed her that I was in labor and needed a morning install so it would be complete before I came home with my new baby. She agreed and wished us well. Unsurprisingly, that didnt happen. The installers eventually arrived to do what little work they could, and I was then scheduled for another 7 weeks out (2/6) to add the two missing doors and replace a broken one. The morning of my 2/6 install, they called to say the doors STILL werent ready and scheduled me for another 4 weeks out to 3/6. I can only assume no one actually ordered them back in December? Im at a loss. They have charged me the full amount for incomplete work that was badly designed, and are now taking >3 months to replace a broken door and bring the two I need.

  

  Business response

  03/01/2023

  We apologize for any inconvenience caused by having to reschedule any appointments due to any installer that is out because of illness.  Additionally there was a design issue that required a minor alteration, which required re-ordering decorative doors.  We did not charge the customer the full final balance, $619.19 was withheld from the final balance until the final installation of the new doors.  We have come to an agreement on compensation for the inconvenience we caused.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1.) 9/30/22 signed contract with CBD total $7913.00. Installation scheduled for 11/17, CBD called the day before and the morning of, they never came until the next day.2.) The doors for all the wardrobes were never made, I was told the designer did not draw them, we had to wait and take another day off for installation.3.)Top shelf for one unit was incorrect, and one shelf did not come at all. CBD sent my designer to my home with shelves that would fit for my husband to correct, this solution from CBD is unacceptable.4.) Large corner wardrobe had to be cut down over 3 inches because the entrance door to the room could not swing open, so I lost valuable handing space, due again to designer error and measurements.5.) Large gaps that don't meet the walls, filler pieces are installed wrong with raw edges not against the walls.6.) Stackable washer and dryer width to be 32", we received 30" and again the designer brought over the correct size panels for my husband to fix, unacceptable.7.) Desk drawers are 18" wide,designer told me this is the smallest they make, so office chair can not roll under desk draws all open to different lenght. Draws should open to fully extended length. 8.) Jewelry unit the draw does not fully extend, four cubes underneath are supposed to be the same size. They are not and CBD has refused to fix it.I called to speak to someone with authority, no one was ever available. My designer told me that CBD said "tell that b**** to stop calling here" They only correspondence I had were texts from my designer telling me what they won't do. Finally on 12/9 I spoke with someone named Jen to explain. An hour later I received a statement showing a zero balance due on the remaining balance $3060.00. I thought we were done. Then I received an email saying CBD was sending me to collections, that they ran my card on file and that I had disputed it, which is a lie, that never happened. They actually ran some other poor customers credit card and they disputed it. This is the most unprofessional company I have ever worked with, I sent them a letter and pictures of all the mistakes, with no response at all. What I have paid them $3956.52 is more than they deserve and want this to be resolved as paid in full.

  

  Business response

  03/17/2023

  We regret anytime a human error takes place that results in an inconvenience to any customer.  It is also unfortunate when events occur that are out of our control result in the same.  We did our best by re-scheduling the installation the very next day.  To make up for the delay and missing shelves, we provided the material at no extra charge to expand the section for the washer and dryer to 32", rather that the 30" that were on the plans and signed by the customer.  It's unfortunate that an accounting error resulted in the wrong CC being charged.  That was resolved immediately once known.  However, that leaves *************** with a balance due of $3,060.51.  She refuses final payment, "take me to small claims court".  Invite accepted.  

  Customer response

  03/29/2023

  
  Complaint: ********
  
  I am rejecting this response because:  CBD only responded to the W/D size issue, the  said they supplied at "no extra charge" the correct panels for W/D, which my husband fixed himself.. My plans say 32" not 30" which I sent to them as proof. They neglected to mention the minimum of 8 other issues that were not address which I sent to them in writing with pictures once the job was complete. I received a phone call in which they said there was nothing they could do for me, that my balance was my balance, there was no discussion on how to work together to resolve this,  and I would be sent to collections, which is what prompted the complaint to BBB.
  
  Sincerely,
  
  ***** ******

  

  Business response

  04/19/2023

  Closets by Design fully accepts responsibility for any errors in design and installation.  It is true, we had to reschedule the original installation date, due to an equipment failure at our production facility, which impacted several installations.  We called to alert you to the problem, and rescheduled for the next day.  We also accept responsibility for the missing items, which we’re produced and installed in a timely manner.  Because of these issues and the resulting inconvenience, we credited your balance $1,000.

   

  The need to cut a unit down certainly was a mismeasurement by the designer.  While this is a significant inconvenience to the installer, the end result is the unit was installed as it should have been designed from the start.  I do not understand how valuable space was lost when the unit had to be cut down to fit properly. 

   

  On the washer/dryer concern.  Our prints indicate a 30” section, which is what was produced.  While the designer admits there was discussion between 30” & 32”, we have a text message from you telling us to make that section 30” (SEE ATTACHED). Despite this, and because your husband is in the construction industry, we offered to produce and deliver the material to adjust the section to 32”.  At the time, this was mutually agreed to, and now it’s deemed unacceptable.

   

  As for the concerns regarding the drawers/slides, we install soft close slides on 100% of all doors & drawers.  Soft close slides do not fully extend due to the soft close mechanism.  The vast majority of customers consider this an upgrade to full extension, and we use them as our standard.

   

  We’ve already addressed and stated our position on the payment issue.

   

   

   

   

  Kind Regards,

   

  Jeff ********

  Owner/President – Closets by Design Boston

  Direct: ************

  Cell: ************

  Customer response

  04/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  A. I was not credited $1000 it was $896.

  B. The corner wardrobe units was supposed to be 48" had to be cut down 5" to 43" to fit in the room so I lost 5" of hanging space and have an 18" wardrobe door instead of 24". Your correct it should have been designed that way in the first place, but due to the inexperience of the designers I did not receive what she told me, and I would never have agreed to a 18" door opening, not sure how you can say I didn't lose valuable space.
  

  C. On the washer dryer issue I have attached 2 texts, again because of the designers inexperience she thought the width had to due with the water shut off space needed, so when I told her we installed an automatic shut off valve she thought that meant she could change it to 30" wide.  Water shut off is needed in depth not width, I did not agree to this, as stated in the texts attached.

  D. Concerning the drawer slides I understand they are soft close, but my 5 dresser draws open to full extension. Not only do all my other draws not fully extend they are all at different lengths. Picture of my desk draws attached.

  E. Again no mention of the cubicles that were all supposed to be the same size, again due to the designer they are not, and CBD said they would not fix that, I have text (attached) from the designer saying they would only fix it if the took it off her commission.

  At the end of the day CBD should stand behind their work ,the job was handled poorly from the beginning, starting with the inexperience of the designer not to mention the unprofessional office staff.

  I would have never hired this company in the first place if I had seen all the BBB complaints against this company and for that I am guilty for not doing my due diligence. I have already addressed and stated my position regarding payment.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Closets By Design has unscrupulous business practices. The designer came to my house and we discussed a 15.5” shelf system for the majority of my closet and the 11.5 on the small section where the wall only comes out that far. When they came to install they only installed 11.5 all around saying I signed off on that. I did not. On the agreement there is a section for me to initial which depth Im getting the rep did not have me initial anything so she could do a bait and switch. I have made many calls and it took 2 weeks for a manager to call me back & management refuses to make right. Also, I purchased the closet in Sept. The install that was done was on 12/8/22 & was left incomplete as they did not have the material to run the crown to the ceiling. The installer also failed to level the install, gouged my freshly sanded and painted walls, and left my closet a dirty mess. Before leaving he told me they would be back first thing in the morning to finish. He did not! After waiting for the better part of the day I called the company to see where they were and they said they had me scheduled for Saturday, not what the installer relayed to me. I even told him I was going away for the weekend. A week later the install manager, he came out and confirmed that the work was done incorrectly, but was unable to correct it as he did not have the materials. Fast forward to 12/29/22 they sent an installer to finish the job. He hit so many issues with the 1st install, was here almost 6 hours & still was unable to finish or level unit. Now they are telling me I will have to wait another month (Jan 26) to get a finished closet and they are still refusing to make right the 15.5” bait and switch. This is unacceptable! Between the bait and switch by the sales rep, the incompetencies of the sales managers, going on 5 days that I have lost waiting around for CBD, & there refusal to correct the closet depth, I am beyond irritated and highly considering legal action.

  

  Business response

  01/18/2023

  Our sales manager went to ******************* home on Friday the 13th to review the installation and discuss his concerns.  A mutual agreement on next steps was determined, and we have scheduled to return on 1/26 to complete the outstanding items we agreed upon.

• Initial Complaint

  12/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In 2021 we hired Closets By Design to create closets for us. They did but the color of the top of the center table was not correct so we returned it. We never got a refund. The drawers also did not work (bottoms fell out and they were wobbly) so we requested to return them. They would not accept the return. So we removed them and paid for our own custom shelves to go place of all of the installed drawers. Furthermore, most of the kick panels at the bottom of the cabinet broke. We called for approximately 9 months to get these issues addressed and our bill adjusted to remove the cost associated with the broken toe kicks, removed drawers and returned cabinet top. We never got a response or a request for payment. Then in the summer of 2022 we got a collection notice for the full amount of the rest of the bill owed without any credit for returned or  broken items. these are completely unfair, irresponsible and unethical businesses practices. We sent collections approximately 560 dollars before thinking about and realizing this situation is unacceptable. We would like the cost of the money we sent collections and the amount associated with the items mentioned removed from the total we owe and then we will gladly pay what we owe. We are also happy to leave the remaining broken items outside for closets by design to pick up but we do not feel comfortable with them returning to our home.

  

  Business response

  01/13/2023

  BBB spoke directly with the business and they have advised that they have tried reaching out to the consumer 3 times to discuss the complaint but have been unable to reach him.

  Customer response

  01/13/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  I do not trust this business. They only called me once and left a message, I did not see three attempted communications.  This entire situation arose because they tried to collect a fraudulent debt from me. Previous verbal conversations with this company contained half truths and other promises that they did not follow through with. Therefore, as I wrote in the certified mail sent to Closets By Design and forwarded to BBB, I require all future conversations with this company to be in writing so they can be documented and so there can be no further miscommunication, misunderstanding,  deception or fruad.  Doing a quick search online, I now see I am not the only customer who has had these kind of experiences with Closets by Design so I am more than justified in this request for a completely documented communication.
  A simple writen proposal from Closets by Design sent via email ********************* certified mail, or  BBB specifying the adjusted amount I owe, without any additional fees or interest of any kind, minus the amount I mistakenly sent to collections and adjusted for my pain and suffering, as well as the returned and damaged items will suffice. I will forego any reimbursement for my damaged ceiling as a measure of good faith.
  Thank you,
  ***************************
  

  

  Business response

  02/10/2023

  We have resolved this dispute in writing to the customer's satisfaction.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on 11/12/2022, had two open shelves cabinets that were installed. When they arrived they did not have all the materials needed to complete the job. One shelf was not aligned correctly and has a chip. The second shelf has several cracks. On 11/30/2022, they came back and were going to replace. A decision was made not to replace and left the shelves as is. I was told that I would receive my deposit back. However, I am stuck with shelves that were not properly installed and have many cracks.

  

  Business response

  01/10/2023

  At Closets by Design we strive for 100% customer satisfaction.  Unfortunately, in this particular & rare instance the designer put together a design that simply would not work with the location of the desired units.  This was not discovered until installation, and the Installation Manager went to the home to evaluate design changes that could be made.  The installation manager was unable to develop a new design that would meet the customer needs, and work from an installation standpoint.  We regret being the cause of time & energy ultimately being wasted, and provided a full refund of the deposit. 

  Customer response

  01/11/2023

   
  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

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Closets by Design is still in the process of installing two closets in my home. Their first install date was Oct 24. They were unable to complete the main closet because the measurements they initially took were off. And barely any work was done in the guest closet, as it was drawn incorrectly, with a ceiling sprinkler on the wrong side in the picture, so measurements were off and they were unable to put anything together.Weeks later in their second visit (Nov 4th), they extended the main closet, but forgot the bridges, and brought incorrect materials for the guest closet so nothing at all was done.Two weeks later (Nov 17) they came back for a third service and again forgot the bridges for the main closet and again brought incorrect materials for the guest closet.They are now only able to come back December 12th to complete the service that has been ongoing for almost two months at that point and I have no confidence that they will get it done in their fourth visit.I paid 50% deposit when I signed on, and after the first visit they charged me the remaining cost excluding $500. There is a lot more than $500 worth of work to complete, and it's been so frustrating that I would rather they take back the materials they've left in the guest closet (see photo) and get a refund.In 3 service visits, I still don't have a closet that is 100% completed.

  

  Business response

  12/13/2022

  BBB was advised by the consumer that the business reached out to her and resolved the issue.

  Customer response

  12/13/2022

   
  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.

  I am writing to provide an update on Complaint #********. I have heard back from Closets by Design and am satisfied with the companys efforts to resolve the matter.

   

  Please let me know if you need anything additional.

   

  Thanks,

  *******

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

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Original closet install date: 8/1 (3pm-6pm). Rescheduled by CBD due to supply chain issues. New closet installation date: 8/29 (9am-1pm). At 1pm I called the office for an ETA. I was told the installer spontaneously changed the order of her appointments. I lost a days work due to lacking communication. The installer arrived at 3:30pm with:-wrong sized drawer slides -unit did not go up to ceiling as promised -no top or bottom molding -Dozens of holes going up the side that are ugly and compromise the integrity of the piece in a mudroom setting -Wrong sized hooks 8/30: I received a call from the main office and the caller assured me that the designer would solve the issues, and the installation manager would reach out to reschedule. I emailed the designer, and she replied the next day letting me know that she no longer works for CBD... 8/31: I called again and was forwarded to *****. He asked for measurements while I was at work, and I asked if I could email them to him. He provided an email address that did not work. I called back and provided the measurements the following day. I was provided a service date via voicemail of 9/16 9am-1pm. I called several times trying to reach someone that could change the date I never agreed to. On 9/8, I called someone from corporate and they promised someone from management would call me back- they never called!In the end, *****, an installation manager came out and completed most of the install. He did not bring two parts. Before he left, I did not agree to be charged the second 1/2 until the missing parts were dropped off. On the installation report, I requested someone call me to discuss. I have not received the missing parts and no-one has called. 10/20- I revived a bill from a debt collector!!! Rather than fixing the situation as promised, they are compromising my credit! I expected to pay in full when someone spoke with me and I received the missing parts. Now I want compensation.

  

  Business response

  11/23/2022

  Our customer service team has worked with ***************** and come to a resolution satisfactory to all.  We regret the inconvenience caused by our scheduling challenges, and have instituted new procedures to improve communication and prevent any miscommunication.

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had Closets by Design come to my home to design 2 closets. The designer and I spoke at length about what I wanted and expected. I had to go to work that morning and left the designer at my home while she finished up. Asked me to sign paperwork and she'd leave a copy on the table. she told me "not worry about a thing" that she's "been doing this for 30+ years". She left paperwork but not the one with the design.On installation day they installed the first closet in my master bedroom. Measurements were off and not recognized until that install was complete. The measurements were not as designed and the impact is to order different closet doors due to the 8inch discrepancy. The second closet design was missing a critical component, drawers. I explained in detail what I needed and wanted (2 sets of drawers). They wanted to install what they had and "come back later to finish". After several calls and conversations with management and while awaiting a "callback" from them, the install manager, *****, called the tech while he was siting next to me. The manager *****, instructed the tech to "leave all the material in my driveway if he had to, and take off!" He said " we can't charge him if you don't". The tech was extremely embarrassed and unsure of what to do because he was clear I had heard what ***** instructed him to do. The tech told me he wouldn't leave any material in my driveway and would work with his company to get it right. I did NOT sign anything because the tech said not to until all work was complete. I've tried to work this out with the company but they continue to be unwilling to work with me, or ask me to be "patient and they call me" they said I needed to pay another $1000 for the drawers. I haven't heard from them and then without any notice or signature, they charged my credit card the remaining balance for the project of $3735.50 this past Friday. The work isn't complete. They've charged me for 2 closets, only installed one with no date to complete

  

  Business response

  09/07/2022

  ******************* has refused our installers access to the home in order to complete the installation per the contracted designs, and placed a dispute on the credit card payment.  We have requested a 3 way call with us, *******************, & the credit card processor to resolve the dispute.

  Customer response

  09/08/2022

   
  Complaint: 17750361
  
  I am rejecting this response because:

  I have NOT been asked to join any call nor have I heard from this company at all since the dispute. They have NOT tried to resolve anything with me which is why I'm here.

  I will join a call as long as a third party is on there as well. I do NOT trust this company or any of it's employees.

  The design plans are wrong which is a big part of my dispute. They have been completely unwilling to fix the design according to my original wishes. They didn't include all the drawers for one closet and the measurements were wrong on the closet they did install resulting in me having to change my closet door design which resulted in a $1000 cost to ME. Furthermore, no one has been denied access to my home at anytime. I have cameras inside and out that captured everything that transpired on the install day including the call between the install tech and the manager ***** who told him to "leave everything there, in the driveway if you have to. we cant charge him if you don't". They didn't leave anything yet they still tried to charge me the full amount.

  I am disputing the credit card charges because they charged the full amount for half the job. I never signed anything or authorized any payment. Charges were not to be charged until the job was complete according to their paperwork yet they charged me the full amount. As far as I am concern this is fraud and I will seek and exercise all legal options to see that this company doesn't get away with this or tries it with other people. How many other people have to fight with them to have something corrected on their end when THEY make the mistake?
  
  Sincerely,
  
  *******************************

  

  Business response

  10/04/2022

  We are all set.  We are going to install the drawer unit he is requesting at no additional charge.  ***** Fargo has issued a credit for the time being and we will process the final payments upon completion.  He is happy with the outcome.

  Customer response

  10/07/2022

   
  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

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been dealing with Closets by Designs for far too long and I'm looking for assistance because I'm sick and tired of fighting and getting nowhere. We hired this company to install four closets and a mudroom. The day they were supposed to come, they had to cancel. When they came the next day, the installer told us that she was told it was a two day job that she needed to finish in one day. The work was atrocious. The closet drawers were not level, some of them didn't close properly, the drawer handles were not level nor aligned, and, worst of all, we realized that the quality of the closets were probably less than IKEA quality. We sent pictures to the company with the horrible work and they came out to "fix" it. They drilled more holes and made it look aesthetically "okay" from the outside, but if you look closely it still looks horrible. They still have things to fix so they're coming back for a THIRD time. Not to mention, they have not even started on the mudroom. At this point we do not want our mudroom done by them because we see the horrible quality they provide. Financially, they tried charging us in full before the work was done; they've since refunded us the full amount because the work is not done. This has been a costly and stressful burden and we hope you can assist us. This company, truthfully, for what they charge versus what they provide, should be shut done completely.

  Customer response

  08/22/2022

  More details attached and below:

  We hired this company in March of 2022 with the total project costing $9,000. We made some changes that brought the total to a little over $10,000, however, when we made changes, we did not need to sign a new contract so the only contract we have is the original one stating the total of the project. Also worth noting, as soon as we signed the contract, our "designer" became *** making it extremely difficult to communicate our wants with him - as you'll see from our text exchange.

  The closets are horrible quality and the install was even worse (evident from the pictures I sent in my original complaint). Closets by Design has now come to our house two times to repair the install and they need to come a third time. Getting this much time off from work is costing us money. Not to mention, our mudroom has not even been installed yet which would require 1-2 more days of needing to allow this company to enter our home and to take days off from work and that's if they do a good job installing the first time, which, as we've learned, they do not.

  My goal in filing with BBB is to be 100% refunded for the mudroom that has not been started yet. I'd also preferably like a partial refund for the closets since this has cost of a lot of time and money for a horrible looking service. 

  Please let me know if you need any other evidence. 

  Customer response

  08/22/2022

  Apologies for the confusion. They are not supposed to charge us until the job is complete, and ended up doing so before the job was complete. So, they refunded in the sense that the job is not finished and so therefore they do not have the right to charge us, but, we know that as soon as the job is complete, they will charge us in full.

  There are two disputes here: first, the closets and the amount of time and energy it has taken to receive a subpar product. I'd be happy to see a partial refund for the horrible install experience we've received thus far. Second, the mudroom which has not even started install. We made changes to our mudroom design without knowing that it was going to cost us more money. When we saw how horribly our closets were installed, we wanted to cancel the mudroom altogether since that is a main part of our house and not easily hidden behind closet doors. The company is telling us that they already started making the mudroom cabinets so we need to pay for them. Out of the over $2000 it was going to cost us, they are offering to refund us $1,000 - for NO product! I want a full refund for the mudroom design. 

  In general, the WHOLE experience has been horrible from start to finish starting with when we signed the contract. The moment we signed, our designer stopped answering our calls and emails so that we could communicate our wants. The install was horrible (you've seen the pictures), and the quality of the product is not at all worth the price. After all the nightmarish things we've had to do to deal with this company, I cannot imagine why they are so unwilling to refund us completely for the mudroom. Now I not only want a full refund for the mudroom, but I want a partial refund for the closets as well.

  In all seriousness, this company should not be in able to be in existence. It's horrific and they are deceivingly ripping off their customers. This has got to be illegal.

  

  Business response

  09/07/2022

  It is clear from the pictures that this installation does not meet the quality standards that is expected from our installation team.  We had scheduled on 9/1 for one of our top installers to perform the necessary corrections, and replace the drawer faces.  Unfortunately, while in route, we received a call that someone in the household was ill and would have to reschedule.  It was also determined that the mudroom design was not going to work to the satisfaction of ****************, and we agreed to remove that component of the overall project & refund the mudroom.  Also on 8/1 the charge to Well Fargo was reversed.  As of 9/7 the only funds received for the project was the initial 25% deposit.  We are still looking to reschedule the service to resolve the poor initial installation.  Once completed, we will work with **************** on the final payment 

  Customer response

  09/10/2022

   
  Complaint: 17741822
  
  I am rejecting this response because: I did not call to cancel the install while CBD was "in route" to my home. I emailed them on August 28th when they were supposed to come on September 1st. 

  Additionally, they gave me a partial refund for our mudroom design, not a full refund. I refuse to accept the fact that they are offering me a partial refund for absolutely no product. This, too, after I realize what horrible quality the product is.

  I want a full refund for the mudroom. I'd also appreciate a partial refund for the rest of our project considering my whole experience has been a nightmare: the "designer" who didn't know what he was doing; the horrible installation; the atrocious customer service who doesn't give a **** about their customers; the lack of quality in their product.

  I am in shock that this company is still in business and will do what I need to do to spread the word about this company if the resolution that I am seeking does not happen.

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

  

  Business response

  09/27/2022

  We came to a financial agreement & were completing the service tomorrow

*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. ↩