ComplaintsforClosets By Design

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a closet done by Closets By Design in 2021 which came with a "lifetime warranty". We have an issue with a broken rail on one of the drawers. We called and we told we had to pay $75 to get it fixed. We paid this 6/13/2023 and have called back several times to try to resolve this issue. Everyone is always so nice when you call, but no one calls back to schedule this repair. I either want my $75 back and I will have a local cabinet company repair it and then submit for reimbursement or I would like someone to come fix the broken drawer.

  

  Business response

  06/29/2023

  In Response to BBB Complaint ID: ********

  6/27/2023
  
  We have been working with our client diligently to take care of replacing their broken drawer runner in their Master Closet in a timely manner.
  
  After speaking with the client about their drawer runner issue, we sent a service order through DocuSign on 6/13/23 outlining what would be replaced and to get authorization for payment for $75.  After 6 days, the client finally signed and completed the DocuSign on 6/19/23.  Once received, we began processing the paperwork and payment and once everything was in order, we reached out to our client by phone on 6/26/23 to get the service scheduled with no success. We called once again today on 6/27/2023 and also sent an email to the client to schedule the service. She has just now returned our call this afternoon and we have scheduled the service to be completed this Thursday, 6/29/23.
  
  At Closets by Design, we pride ourselves in providing excellent customer service and taking care of our clients because they matter more than anything to us. The total elapsed time from receiving the completed paperwork and payment from the client until the time the service will be completed is 8 business days which is an incredibly fast turn-around time,especially in our industry.

  Customer response

  06/29/2023

   
  Complaint: 20239207
  
  I am rejecting this response because:

   

  ************ used the same cookie cutter response on all there other complaints.  Bottom line the customer service is horrible.  My wife had to call multiple times to get a call back.  I open up a BBB complaint and the call 3 times in one day. I left a message on Monday, its Thursday, still no call.   They are supposed to come today.  It is 2pm we have not heard from anyone.  ************ has all the talk with ZERO follow though or after sale support.  Managers are rude, no one calls you back. I'm done with this business, there are plenty of other companies that do the same work as you.  You can close this.  
  
  Sincerely,
  
  *************************

  

  Business response

  07/03/2023

  In Response to BBB Complaint ID: ********
  
  We have continued to work with and communicate with the client in order to get their drawer issue resolved promptly.  As promised to the client, we arrived this past Thursday 6/29/23 and completed the service call and corrected their drawer issue.  There is nothing additional to report at this time other than the matter has been resolved and completed.

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had 3 total rooms that were upgraded by Closets by Design. Almost immediately after installation we noticed that a hamper drawer that was installed was defective. The unit would not open or close completely. I've reached out over the phone 3 times and by e-mail once, which included pictures and a video of the issue, with no responses from the company. This is a brand new product that I spent a lot of money on. I need a response and repair needed on the unit ASAP.

  

  Business response

  05/17/2023

  Our customer called our office on May 1st  ******************************************************************** his master closet.  Our front office promptly sent an email to the customer for him to respond to with any photos or videos he may have to demonstrate the issues he was experiencing.  This is to ensure a one stop correction for an easier service to the customer.   At that point, our front office let the customer know that someone from customer service would reach back out to him in 5-7 business days to arrive at a solution for the issue at hand and to get the repair scheduled.  We reached out to the customer after 4 business days on Monday May 8th and the call was sent straight to voicemail.  We left a voicemail asking him to call back at his convenience.  On Friday May 12th we reached back out to the customer since we had not heard back leaving him another voicemail.  The customer then returned our call on Sunday May 14th when we were not open for business and left a message with our answering service.   On the next day Monday May 15th we reached out to the customer once again and our call went to his voicemail where we left a message requesting a call back to set up his service for him.  We reached out again on Wednesday May 17th and finally were able to speak with the customer .  We were then able to send him a DocuSign work order for his service to be completed to repair his hamper.  Once we were able to speak to the customer we were able to set up the service the very next day, May 18th in the morning.      

  We care very much about our customer service and taking care of our customer's need in a timely manner and this case is no different.  We have been doing our absolute best to reach this customer to address his concerns and as soon a** he called ** back during business hours we were able to get back out to him the very next day.  Please see the attached work order.   

  Customer response

  05/18/2023

   
  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

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a professionally installed custom closet; however, the work does not match the quality of work 1. Closet material is not real wood, it's manufactured composite wood. 2. The majority of the peg holes are not clean cut. Given how expensive this closet is, I expect clean-cut boards and not to have chips throughout the entire closet. 3. There are dings in several places. Some were covered up with caulk which looks bad and quite obvious. 4. There is a pink line down one of the boards that cannot wiped off. 5. Installers left caulk on the shelves in a couple of places, they didn't wipe it off. 6. Caulk on the seams was done poorly or not at all. 7. There are gaps throughout the shelving. Shelves are not flush and stick out. Some shelving doesn’t go in all the way so the edge pops out. 8. An extra board was added to fill in a gap that was not part of the designs. 9. The circles placed on top of the screw holes are not flush. 9. Installers didn’t wipe down or clean the shelves. Dust throughout. The main reason I chose Closet By Design was due to the professional installation and the real wood custom design. This quality and the installation are very poor.

  

  Business response

  01/04/2023

  Please see attached.   We have been working with the client to resolve this issue.  Since they contacted the BBB the same day as they reached out to us, we actually heard from the BBB before the customer.  That is why took some time to get this resolved.   We usually hear from the customer first so this was somewhat backward.  But it all works out in the end.    Thanks so much.  

  Customer response

  01/10/2023

  
  Complaint: 18608863
  
  I am rejecting this response because Closet By Design picked up the closet on 1/6.  I signed documentation that the item was picked up and Closet By Design has yet to reimburse me for te closet. 
  
  Sincerely,
  
  ******** ****

  

  Business response

  01/12/2023

  We have refunded the amount agreed upon,   she can call her bank to see when they will actually put the refund in her account.  

   

  Thanks 

• Initial Complaint

  06/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transaction: 5/13/2022 Complaint: Inaccurate product description, incorrect installation, failure to mediate from company We signed a contract for Closet by Design to install two custom closet designs for our home. The designs were drawn for us prior to signing contract. payment were made on time. On installation date, they contractors removed old wire shelving. When they installed the new closets they filled the drywall holes with caulk and paint thinner. This left many dimples in the wall and was incorrect solution to drywall holes. They need to be spackled and then sanded. Second, pieces of our closet system were from other projects. This shows that this was not custom. In addition, many pieces had damages corners or markings Third, base boards with this system were not attached. They were simple pressed in between the boards and were easily moved. These pieces were not installed and rather just placed. I made several contacts with the company requesting a portion of my payment to be returned. They did offer to come back out and fix the drywall but they did not state how they would fix it. I also had to utilize the closets as soon as possible because our clothing was on the floor in a guest room. I spent two days correcting the mistakes they made with spackle, sanding and then painting. They offered to come back out and replaced pieces of the system but many were installed and would require removing the majority of the closets which would damage the walls again. I once again elected to request a monetary compensation. I submitted ample photos The manage requested to come to the home but with COVID and having a new born I offered a Zoom/FaceTime call. This was scheduled on 6/6/2022 at 4pm at the request of the manager ******** ********. I received notification that day that he had to cancel because he stated he would not be in the office. I then sent other dates to meet and have yet to hear back.

  

  Business response

  06/24/2022

  In Response to BBB Complaint ID: ********
  
  We have been working with our client diligently to resolve his concerns about his installation that occurred on May 13, 2022.  Our client paid his balance in full when the installation was completed and then emailed us after business hours on May 17, 2022 expressing he was unhappy with his closets and after listing his concerns, initially demanded a $500 refund. 
  
  At Closets by Design we do custom work, and we absolutely recognize there are isolated situations when clients may not be completely satisfied upon installation. It’s the nature of the business when doing custom projects. It is, however, very important to us to work with these clients until we are able to make whatever adjustments, replacements, and corrections needed to take care of the issues and make each of our clients 100% happy in the end.  The process we follow to address any installation issues is very consistent. We schedule their installation team come back out as soon as possible to address the issues at hand. If it’s not able to be resolved at that point, management goes out for a site visit to assess the situation and arrive at an action plan and solution to satisfy the client.
  
  We responded to our client’s email the following day and offered to come back to his home 9 business days later on May 31, 2022 and let him know we were more than willing to address all his concerns. These included using a different filler to cover the holes left behind from the wire shelving removal, even though Number 2 on our contract, that our client clearly initialed and acknowledged, states that we will not finish or paint any walls after the wire rack removal. We would clean any visible marks on any of the panels and shelves needed. We would replace the shelf that had the small ding in the corner. We would replace the one shelf that had a sticker on it from another project, even though this was already a custom piece for his project. Especially in this current market we are not interested in being irresponsible and wasting perfectly good new material so parts can sometimes be cut from new material that was excess from another project.  We even agreed to attach the rear baseboards to the wall if he’d like, even though we purposefully leave them unattached for people to paint their walls easier, which he planned to do as you see from the blue painters tape he placed all over the baseboards and panels.
  
  Our client responded that he did not want anyone else from our company coming out to do any work because it should have been right the first time and he didn’t want any more of our workers in his home. He also stated he planned to fix these items himself and demanded the $500 refund. Following our process, I offered an on-site visit to view and address the concerns he had.  Our client insisted upon doing a video chat instead of a visit.  At this point our client was demanding a $750 refund which we are certainly not accustomed to, given we work by going back to address issues and take care of them ourselves instead of having the client take care of their own issues and then issue arbitrary refunds.
  
  Even though at no point did this situation align with our typical resolution process and protocol, in the end, I was able to schedule and complete a FaceTime video call with our client and after talking through things, we were able to come to a resolution he is satisfied with. I’ve attached documents demonstrating that we have been very much willing to work with him throughout this whole process and we absolutely value our clients.  We are fully committed to providing a high-quality product that our clients are completely thrilled with. 

  Customer response

  06/29/2022

  
  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,
  
  *********** ********

*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. ↩