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Complaint Details
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Initial Complaint
03/26/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Misleading Representation and Disappointment with Purchase As a customer, I feel compelled to share my disappointment with the recent purchase I made from Closet factory. Despite assurances of adjustability and versatility during the sales process, the product I received failed to meet my expectations.Upon receiving the furniture, I was dismayed to find an excessive number of holes, which were not accurately depicted in the provided pictures or mentioned in the contract. This oversight significantly detracted from the aesthetic appeal of the furniture and left me feeling misled about the product's appearance.Despite the seller's suggestion that the holes could be overlooked once the doors were installed, I remain dissatisfied with the lack of transparency regarding this aspect of the product. Additionally, the absence of plugs for these holes, coupled with the inconvenience of having to purchase them separately from Amazon, only added to my frustration.Overall, my experience with Closet factory has been disappointing, as the product received did not align with the representations made during the sales process. I hope that future customers are provided with more accurate information to avoid similar misunderstandings and dissatisfaction.
Business response
03/30/2024
Mr/*****************,
We are sorry that you are unhappy with your pantry installation. As you noted in your complaint, one of the benefits of this system is the adjustability and versatility. The bore-line holes are the means to achieve that benefit. During the standard client presentation, the availability of a no-hole option was provided with the caveat that it would detract from the adjustability of the design. There are photos provided showing designs both with and without the bore-line holes for comparison. In addition, the project disclosure paperwork also notes the bore-line holes as standard and the availability of no-hole options for an additional charge (Project Disclosures, Page 2, "Product" section - copy attached).
We take great pride in our product quality and warranty. However, the warranty addresses material defects and/or failures, not design choices. Due to that, a refund is not available.Customer response
04/01/2024
I am rejecting this response because:
There showing the contract, but never mentioned or shown them during the design discussion and also counter top shape is not aligned with our selection and finished job is not upto the ***** they didnt fill the gaps between the partsBusiness response
04/02/2024
Mr. & *****************,
I have attached the slide from the presentation that covers the different hole options; it is slide number 6 that was reviewed during ********* initial visit.
Based on our photos from the job that the installers took, we don't see anything that is missing, or possibly we do not understand what you are describing. I think at this point it would be best if we have a manager come on-site to review the project with you and address your concerns. If we have the wrong countertop, we can certainly get that corrected. If any parts are missing, we can also make those corrections. While we do strive for perfection, we do make mistakes here and there.
The office will reach out to you on Wednesday to schedule a date and time to meet with you in person. Thank you for your patience.
Customer response
04/02/2024
I will never work with them
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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