ComplaintsforCloset Factory DFW

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 23rd, 2023 we met with Closet Factory in ********* thru ******* Our salesperson was **********. We were told that if we are pretty sure we wanted to work with Closet Factory, that we can provide a 10% deposit to lock in our pricing. ********** even gave another example of a customer that was concerned about making a deposit and she said we would not want to keep your money if you don't want to work with us. ********** knew that we did not need the closet installed for a few months, as we were going to be out of the country for nearly 2 months and stated this was only a deposit to lock in the pricing, and that we had plenty of time to chose a design, which would then confirm the final cost. We never finalized a design which would determine the total cost. After getting back from our trip, we reached out to the salesperson on several occasions without success. After a few weeks of trying, we eventually got a call from ***** the manager stating that ********* is no longer with the company and he assigned a new salesperson. We were disappointed that we were never contacted by anyone at Closet Factory informing us of this until after we continuously reached out to them. The new sales person, ******, was not nearly as responsive as *********, and we had to follow-up with her on several occasions. She was fine, after having a lack of communication from multiple people at Closet Factory, we started to get the feeling that Closet Factory would not offer the post-sale support that we expected. I reached out to ***** the manager and asked that we receive a refund for our deposit. He mentioned that our agreement states that there is a 50% penalty for cancellations, but I signed no such contract. No materials would be ordered or anything.I paid a deposit in good faith to lock down the 2023 pricing. I was mislead. No design was finalized. No material was ordered or customized. I expect a refund and ask that BBB gets involved to help remedy this bad experience.

  Business response

  04/23/2024

  Hello, We have communicated with ************** directly and have agreed to refund his Closet Factory purchase.

  Sincerely,
  ***************************
  Vice ********** **********************************************

  Customer response

  04/23/2024

  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********************************* ****************************************************************** ***** July 26, 2023 Closet Factory of DFW ******************************************************************* Dear Better Business Bureau The nature of this dispute is to express dissatisfaction with the work done in our media room by Closet Factory of ***. We paid $3503.20 in full. We hired the closet factory on May 31, 2023, to build a wet bar in our media room. However, we assume there was a lack of knowledge from our design consultant which may have caused the installation to be incomplete. The Closet Factory installers failed to add lighting to our media room based on what was agreed upon during our consultation on June 9th, 2023. On July 17, 2023, the date of installation, we noticed the lighting was not in the proper location on the wall, instead the lights were in the base of the cabinet. I spoke to the design consultant at that time, and she changed course stating the company is not able to add lighting in the area designated on the wall and they dont have electricians. She never told us the company would not be able to add lights in the prewired area. We requested a refund since they could not fix this issue, she told us the company will not refund us our money and it would be up to us to hire an electrician to solve our lighting problem. I have made a several attempts to contact the company or a manager and no one has ever responded.As of July 26, 2023, the company has done nothing to resolve the issue, we had two installers come to our home the first time was the original installation date July 17, 2023, and on July 24, 2023, both reassured us that the owner of the company will hear about this, and someone will call to discuss the situation but still no one has made an effort to reach out to us. We are requesting a full refund from Closet Factory DFW and would like them to take their cabinet pieces out of our home. Sincerely, *********************************

  Business response

  08/17/2023

  This issue has been resolved with the customer. We originally installed Mrs. ********** custom project on 7/17/23. When we installed this unit for this customer we plugged our lighting into an outlet that was there as that is how our system operates, but the client wanted it hard wired instead. We do not do any electrical wiring as we are not electricians. When we told her we cant do that she asked for the lights to be removed and a refund given for those lighting components. We have removed the lighting and we issued a refund on 8/3 in the amount of $424(through ******* for the lighting components. Mrs. ******** has signed off on a project completion document(attached) on 8/6 and the issue has been resolved. 

  Sincerely,

  ***************************
  Closet Factory

*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. ↩