ComplaintsforClosets by Design Houston

• Initial Complaint

  09/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I called Closets by Design in June of 2022. The designed came to my house for an appointment on June 13. I met with Brenda while she took measurements and listened to my requirements. We spoke by phone and text a few times to get things settled on our closets. There was a lot of pressure to finish because a sale was ending soon. I signed a contract on July 8, and paid the 50% down as requested by putting my credit card number in the contract as required. We did not get a scheduled date for installation until August 3. The understanding was that it would take 1 installation visit and possibly two, but no more than that to complete the closets. Josh the installer was to arrive at 10 on August 4. Around noon we received a call that the installer had a flat tire. They ultimately arrived at 3 PM. After this it took 4 more appointments with missing tools and parts as the culprit and the closets are still not finished. At this point, I stated that I was displeased with the amount of trips and visits and the installer telling me that the deco cabinet fronts and drawers were not going to be installed for at least 3-4 months, if not longer. It appeared that I had been charged the entire amount for the closets as of August 8. Meanwhile, on September 5, my bank statement arrived and listed 7 charges to the account totaling $12,802. The contract amount was for $10,802. I called and spoke to Sarah who admitted accounting made a mistake but fixed it. My bank statements showed only the seven deductions and no credits. Immediately, I sent screen shots of the error and continued to ask about when my closets would be finished. After several days of back and forth and being passed to a new person and told that accounting was aware of my concern and would get back to me when they can. I finally said I needed to know what the plan would be to refund the overcharge and finish the closets. I got no response and haven't heard from anyone since despite voicemail, texts and emails sent.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Authorized 50% deposit for closet install and was charged 100%. Called company for refund of 50% because install was set 1 month out from deposit. They verbalized confirmation that they would refund 50% that was to be paid after services rendered and never refunded. Service installation date confirmed for 9/7/2022 1-3pm. At 3:06pm I call to see what time they would be here and was told that they would not be coming for installation today. No one called to inform me and I had already taken the time off of work. Manager at Houston office was rude and had no accountability for multiple issues. Manager kept stating that she is not authorized to issue my refund, but would not direct me to corporate office or anyone who could. I feel like I have been swindled. I've been charged 100% ($10,000) for services that have not been rendered and I'm being refused a refund or to have the services rendered on the date originally confirmed.

• Initial Complaint

  10/02/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I paid this company in full for services that have not been completed. I set up my initial installation to have my closet customized in April. The sales rep came to my home and we discussed everything and then I signed the contract a few days later paid the deposit which was 50 % upfront . My install date was for the first week of June . The guys came to install , took about 2 days but the process was not completed because the guys did not have all the materials. However the balance was drafted from my account that same week. I was never informed that the deco drawers for my dressers were not in and was told would come in within the next week. Well it is now Oct 2, and I am still waiting . I have sent countless emails with no reply. I call their business number only to be told they are leaving a message with the construction manager and someone will call me back with an update which never happens. At this point I’m now considering legal action. I am getting no where with them.

• Initial Complaint

  08/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On April 1, 21 we signed a contract with ClosetsbyDesign for $15,000 to design, provide materials and install closets at our home with an installation promise date between May 24 and May27, 21 and paid one half ($7,500) advance. During the May24-27, 21 period ClosetsbyDesign crew completed a small portion of the installation and told us that they have rest of the materials including doors and hardware on backorder . To our surprise and without our oral or written authorization ClosetsbyDesign charged our credit card the remaining half ($7,500) of the contract price. We were forced to call our credit card company and dispute this unauthorized charge. After multiple phone conversations and voice messages we were promised a an installation date of August 6,21 for the remainder of the project. On August 5, 21 they claimed that they still don't have all of the materials and cancelled the installation . As of this date we have not received any information as to completing the work.

• Initial Complaint

  08/18/2021

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I have paid Closets by Design $5800 for a closet design and installation. They collected payment when contract was first signed and at the start of installation. The closet was ordered in January and installation started in April. I was told that remaining parts were on back order. Remaining parts have not yet been delivered as of August 18th. I have asked for a refund and I have got none. Every time I call I get a different excuse as to why it hasn't been delivered. Sometimes they say it hasn't been ordered and sometimes they say it hasn't been shipped, every time I call they say someonewill call with an update but they never do. They have flat out stole my money by not delivering a service that they have been paid for.

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