ComplaintsforClosets by Design Boston

• 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

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a closet and pantry installed on June 16th. The first time the installers came out everything was great except they forgot the side panels to the pantry. Second appointment the side panels were the wrong color. Third appointment side panels were installed. The installer damages the wall since the piece did not fit. It was jammed in so hard it broke the wall and the piece. I have been calling and calling. No one will call me back with a resolution on how to get this fixed. I keep getting promises of a manager will call me but no one will. I just want a resolution to fix my wall and the piece.

  

  Business response

  08/23/2022

  We acknowledge that **** had called in on number of occasions to speak with a manager, and in each case they were unavailable at that time.  Unfortunately, a ball was dropped, and she was not responded to in a timely manner.  An installation manager did reach out on 7/26 and spoke with ****, and it was agreed that she would forward us a quote for the repair to the wall damage.  We have not yet received the quote for the repair.  We accept responsibility for the damage and intend to resolve the issue.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  See attached for more details. Other supplemental documents I can upload at a later date. Overall, CBD did not measure correctly. As a result, there were many problems with installation and CBD was not honest and forthcoming throughout the process. They did not follow the contract and took monies with a partial install despite our request to please wait for a resolution on the partial "install." They collected an unauthorized payment. When we examined the "closet install" we promptly requested that the cashing of our check be paused until a resolution was reached - this was ignored. CBD The installer stated that the measurements were incorrect. Our own measurement s and the measurements or our licensed and experienced contractors confirm this. CBD is quick to blame our contractors who are experienced, licensed and insured, Currently we are requesting a full refund as we have fixtures that do not align to the measurements of the space. We also have experienced that the CBS installers mistakenly have put holes in our walls and have been unable to complete the installation process in alignment with what the designer drew (1 inch filler on all sides of all fixtures). Additionally, we were told that there was no action required on our part on installation day. That was not true as we were interrupted from work on at least 4 occasions to deal with installation issues and we were was asked for a payment that was a not appropriate given the contract. We were willing to pay the over 5,500 to invest in our dream closet but what was partially installed was beyond disappointing.

  

  Business response

  04/05/2022

  Business Response /* (4000, 8, 2022/03/01) */ *****, In response to your concerns over the initial installation we sent a manager to your home to review the issues. It was determined that all issues could easily be resolved with the exception of the color variation in the edge-banding. We then proposed 4 solutions to address the concerns (paraphrasing) 1. Remake the unit to in dimensions that would account to close gaps & account for uneven walls 2. Bring out the remaining materials to address issues, you install, we refund 50% of the $5,100 job. 3. Replace the entire unit in a different color or wood grain option at no cost. 4. Agree to part ways as is, refund 50% Your Response (paraphrasing) 1. Have us remove the closet & receive a full refund 2. Bring out the remaining materials, receive a full refund (Additionally, you launched an extensive social media campaign portraying Closets by Design as completely incompetent). Our Rebuttal: 1. Agreed to your first suggested solution (which should have ended this, admittedly to neither of our satisfaction) Your Response: 1. Retracted your first offer that we accepted, and proposed two new resolutions a. We remove closet & Refund you 110%, & you remove on-line reviews & provide the BBB with a satisfactory resolution b. Drop off material and receive a $5,000 credit on a $5,100 system Customer satisfaction remains our goal and always will. While we regret the initial installation was not up to our standards and did not meet your expectations, we've done nothing but operate in good faith towards a resolution. We've offered two options to completely replace the unit at no cost, and others that include resolution at a substantial discount. While these options come with the inconvenience of us returning to complete the work, we believe they are fair. You have retracted our accepted offer, and now are asking that we provide the system for free, or pay you $500 for the removal of the negative posts and the inconvenience of removal. At this point it seems to me that you would really prefer to not start the entire process over, and we would prefer to avoid removing the unit. If that is truly the case, then we're talking about us bringing the remaining materials out. Our offer was a 50% refund ($2,578), your counter was for a 98% refund ($5,000). I'm willing to offer the materials for completion and a refund of $4,000, and you will receive a $5,100 system for $1,000. If this is acceptable, I will have our service team coordinate a drop off date for the materials. Kind Regards, Consumer Response /* (3000, 13, 2022/03/15) */ On 3/1 CBD posted a rebuttal which is an email that the owner sent me on 2/17 but I did not "receive" until 2/24 because it was in my Spam folder. On 2/24, after a week of email and phone inquiries, the manager asked me to check my spam and I received the email that is now copied and pasted into a rebuttal. Upon receiving that email, I made comments that same day to point out inaccuracies. It appears that none of what I pointed out as being false, untrue, or misleading was considered before the business owner chose to post the email here. I am attaching but my comments to that email as well as an annotated response that includes my attempts at seeking clarification and highlighting aspects of my experience that are simply not true but are stated as fact in the uploaded document. Please see attached files. Business Response /* (4000, 15, 2022/03/18) */ There is absolutely nothing that is untrue in my email to her, and I have all the email documentation to back it up. I'm not engaging any further, we've refunded her money and removed the closet per her request. Consumer Response /* (4200, 17, 2022/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Closed should have been measured, created and installed as promised. This complaint should never have even happened. Payment should have been processed per the contract. The business has done everything it can to twist the narrative and has not accepted responsibility for their poor product and process. I have discovered through this process my experience as a consumer is very common. I am attaching photos of the mess left after install as well as the invoice to have it remediated.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I entered into an installation agreement with Closets By Design (CBD) on 13Sep2021 for a closet system to be installed in my home. The contract included an installation date scheduled for 03Dec2021. At the time of the agreement, the total cost of the project was $4,950, half of which was charged at the time of the agreement ($2,475 charged on 13Sep21), and the remainder was to be charged on the day of installation. - On the afternoon of 02Dec21 (the day before installation), I was notified by CBD that my installation date had been cancelled, and required rescheduling. After lengthy discussion, CBD agreed to provide monetary compensation for the scheduling delay, but did not confirm the amount of compensation that would be provided, and the remaining balance for this project was not confirmed. - On 06Dec21, CBD initiated installation of the closet, but did not complete the work and made numerous errors in the installation. At this time, the installer asked me to sign confirmation that the project was NOT complete. I had not yet received confirmation from CBD of the final balance amount due on the date of installation, and was not asked to authorize payment for any balance. - On 09Dec21, CBD charged my credit card they had on file from the initial deposit for $2,152, without informing me of the amount to be charged, and with the project still incomplete. - CBD has scheduled an installer to correct and complete this project for 27Dec21, but at this time, the project is still incomplete and agreement to final balance due has still not been reached.

  

  Business response

  01/25/2022

  Business Response /* (1000, 6, 2022/01/04) */ Our goal is to ensure all our customers are satisfied with the project outcome. The remaining balance due upon arrival of installation that was charged was refunded on 12/22, and an appointment set for 12/28 for a manager to review the outstanding issues. Ms ******* called the morning of the 12/28 to reschedule the meeting due to a covid exposure. We are in the process of rescheduling that appointment, and intend to resolve outstanding items once the scope has been determined. Consumer Response /* (3000, 10, 2022/01/10) */ Closets by Design (CBD) has, in fact, refunded the unauthorized amount charged to my credit card. We had an appointment scheduled for 28Dec21 for review of the outstanding installation issues, though as they noted in their response, I needed to reschedule that appointment due to a COVID exposure in my family. As of today, this appointment has been rescheduled for Monday 17Jan22. This issue is not completely resolved, as I still do not have confirmation of how CBD intends to correct the issues/errors with my installation. With that said, CBD has responded appropriately so far (after filing this complaint with the BBB) by scheduling a manager to my house in order to review the outstanding issues, as well as refund the unauthorized amount to my credit card. I look forward to CBD correcting all installation issues in order to resolve completely. Business Response /* (1000, 13, 2022/01/14) */ And we look forward to resolving all outstanding items. The manager will review each with you and develop a plan and timeline to complete

• Initial Complaint

  11/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My closet was supposed to be installed and completed Nov 2 and 3. Closets by Design did not complete the install. They did not install any of the 8 drawers. They installed the incorrect bench top. They sent a hack of an installer who jaggedly notched the light switch cut out. I immediately contacted CBD to stop payment until the work was complete. Despite my complaints, the full and final Payment was authorized. They will argue that I agreed to that in the contract. But I argue that they are in breech of contract. My contract clearly states the closet will be installed Nov 2 and 3. Final payment should have been processed when the work was complete. They are a shady company. Their promotion sales are bogus. If they don't complete the the job to my satisfaction, I will sue. I will never use this fraudulent company again and will tell everyone not to use them.

  

  Business response

  12/02/2021

  Business Response /* (1000, 5, 2021/11/10) */ Mr ***** was made aware that the drawers would not be installed due to a supply chain delay. The follow up is scheduled for 11/15 to complete the drawer installation and review any additional concerns. As he indicated, our payment policy is clearly stated in our contracts, and we simply applied that policy. In practice, we generally allow a customer to withhold a representative portion of the final payment due if an installation is incomplete. That did not happen in this case. We strive for 100% customer satisfaction, and we regret the delay in the completion, but it will be addressed. Consumer Response /* (3000, 7, 2021/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue is I was not made aware that the drawers and bench top would not be ready (due to supply chain issues) prior to partial installation on Nov 2. In fact, I called CBD the night prior to install to make sure we were still on for install. The customer service agent made no mention of the supply chain issue. She made no mention of the drawers and bench top not being ready. If she had, I would have had the installation rescheduled. My clothes are now in a pile on the floor of my bedroom. Closets by design had been paid in full with absolutely no financial incentive to complete the installation. They should have postponed payment, like any normal contractor would, until the installation was complete. They are in breech of contract but have been paid in full. I am eagerly anticipating the rescheduled installation on Nov 15 with a more professional and experienced installer. I hope I get a better result. I will follow up after Nov 15. Consumer Response /* (2000, 14, 2021/12/01) */ The situation has been revolved to my satisfaction. I received a full refund.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired closets by design for a custom closet back in May 2021. I paid half of the cost upfront - around $1600. They finally arrived for the installation on August 16, 2021. The installer spent 8 hours installing the closet alone. At first it looked fine, then after he left, we looked closer and realized the installation was riddled with damages and mistakes. He had punched holes in our closet walls, damaged a new tile floor, and pieces of the installed closet were full of holes, poorly patched damages, and jagged cuts. We immediately contacted the company, sent images, and said we would not be paying the remaining amount until the closet was fixed. They were responsive and sent out a senior installer to survey the damage on Sept 7. He was appalled by the state of the closet and vowed to get it all taken care of. took a punch list of what needed to be fixed and said they would be back. We heard nothing for weeks. The finally on October 1, he showed up to fix some of it, however he found more damages and needed more pieces which he had to order. He promised we would NOT be charged until the closet was 100% correct and complete. Weeks went by with no contact. On October 16, my credit card was charged for $1800 by the company. I contacted them immediately to dispute and they claimed they charged it because it was complete other than a few pieces. I pushed back saying that was not the deal we had - there are still major errors and I should not be charged for an unfinished service and product. They have ignored ALL attempts, email and phone to rectify, and we still have an unfinished closet.

  

  Business response

  12/17/2021

  Business Response /* (1000, 6, 2021/11/10) */ We regret any time a customer is not satisfied, and we will work with our clients until they are. In this case, when a manager was sent to review, they either missed a piece that should have been included in the resolution or they simply didn't write it down. We scheduled a follow up on 11/2/21 to finish replacing any damaged pieces. She declined the service (email below). We want to complete this project to the customer's satisfaction, but that will require one more visit, which we are happy to schedule at the customers convenience. From: *** ********* <**************.***> Sent: Monday, November 1, XXXX XX:XX AM To: Customer Service 2 <*****************@cbd-boston.com> Cc: customer_service3 CBD- Boston <*****************@cbd-boston.com> Subject: Re: Closets by Design We will not be home. We have taken off too much time from work dealing with your company and their mistakes. On Mon, Nov 1, 2021 at 11:39 AM Customer Service 2 <*****************@cbd-boston.com> wrote: Hi ********. This message is a reminder for your service scheduled for tomorrow with a 9-1 arrival window. Also, to confirm that no one in the home has needed to test for Covid in the last 2 weeks. Please reply to this email or give us a call at XXX-XXX-XXXX to confirm. ****** Consumer Response /* (3000, 11, 2021/11/24) */ We have taken off 4 days of work, letting multiple strangers into our home for 8+ hours each day, during a pandemic and the job was not completed. We are not able to comfortable to let people into our home again knowing it will likely still not be fixed. The closed was ordered in JUNE of 2021. The company had FOUR visits to our home to get it correct and they failed. There are still holes in our closet walls, unfinished pieces and damage to our new tile floors that we are repairing ourselves. It is far more than missing pieces. Business Response /* (1000, 15, 2021/12/09) */ From the consumers own words we have been restricted from returning to the home to address the outstanding items. We are limited in what can be done to address the remaining items without cooperation. We 100% will complete all jobs to specification, and this case is no different. We would like to honor our commitment and complete this one. Please reach out to our office so we can schedule a time to address these concerns. Consumer Response /* (3000, 17, 2021/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Business had four visits from June through August to complete the job. It should have taken two visits one to design the closet and one to install. We let them send in reps two extra times, putting us at risk having strangers in our house during Covid. I am pregnant and not willing to take any more risks because the business majorly messed up the what should have been a one-day install. We have since fixed the damages, at our own expense and time, caused by their incompetent installers.

*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. ↩