ComplaintsforClosets by Design Seattle

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a built in office system from Closets By Design in Fife. They came out in April to measure and show me options. I ended up ordering. They set the installation for June 22. On June 21st, I received a call that said they would not have my glass doors on the day of install and would have to come back out. On the day of install, they arrived a room full of plywood pieces, many of which were not cut to the correct size. One installer went back and forth to the warehouse several times. I will upload the email chain that shows the pictures of the first install. Nothing was plumb or level, there were visible seams everywhere, gaps, the 'wardrobe' section was not flush with other pieces... they put a large divot in my ceiling and destroyed the paint on my front door trim.They came back out on the 28th, I believe. The same installers... they had to take the whole thing out to fix what they did. While it is much better, I still have visible seams, small gaps, the drawer that is where my leg rests most of the time has a sharp edge, because these are not the quality they were purported to be when I ordered. The worst part of the cabinets themselves is the file drawers- they used plywood inside instead of the metal bars, but even if they had used the bars, they are set 2" too low to be used for hanging files. On top of this, they spackled my ceiling. That's it, no sanding, no paint, and they did nothing to fix my front door trim. When I sopke to the office the next day, they told me the owners were out of town. When I said I needed to speak with them because I was still not happy, they said they would call the next week. The next day, they charged the full amount to my card and the owners never got back to me. I tried calling at the end of the next week. Nothing.

  Business response

  08/29/2022

  Sorry our product did not meet her expectations.  We stand behind our work and will work to correct the problem.  The install manger called ****** the day after the service and left a voice mail to see if she was happy with everything.   She did not reply until her card was charged  for the balance and then called for a general manager.  The install manager is the person she needs to work with to get this issue resolved.  I will ask him to call her tomorrow.    Jorden can go over options with her to determine the best fix for her.    

  Customer response

  08/29/2022

   
  Complaint: 17723705
  
  I am rejecting this response because:

  The statement that I did not respond until my card was charged is blatantly false. I called back the day after ****** left a message and l spoke with an office receptionist. I told her I did not want to speak with ****** because of how things had been handled and how he spoke to me the first time. I stated I wanted to speak to the owners. I was told they were on vacation and would call me the next week. My card was charged the next day and no one ever called me back. A called the company the Thursday of that next week.

  if they would like to send someone out who and make my file drawers functional, that is an acceptable resolution to this dispute. That option could have been floated without getting the BBB involved, had they called me back as I was told they would.

  
  Sincerely,
  
  *******************************

  Business response

  09/10/2022

  Installation Manager has been in touch with customer and has a plan in place to resolve customer concerns. 

• Initial Complaint

  08/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 2, 2021, we had a closet and bookcase installed by Closets by Design. The closet is okay, but the bookcase is like something out of IKEA. We wanted a bookcase that had a more custom look; an attractive backdrop to display our displays. We have called to complain at least 5 times. First time, we were told we were on our own, nothing they can do since it is custom. Subsequent times, there have been no call backs. Also sent a letter, copy attached. We paid $2179.15 for this bookcase and want our money back. We would be more than happy to return the bookcase. Please advise.

  Business response

  08/18/2021

  Dear **** & *******************************, 

  We are sorry to hear the custom bookshelf did not meet your expectations. All of our systems are designed custom with each individual customer, giving them the ability to pick features a la carte to come up with the right system for them. We know that there are lots of variables that can play into decisions on which features to add or leave off. We would really like to see you happy with the system you purchased and have it meet your expectations. We would like to send someone out to meet with you to go over the specifics, and see what we can do to enhance the system to meet the expectation you had for it. Our customers are very important to us and I am incredibly sorry that you slipped through the cracks for whatever reason. I am currently at a conference the rest of this week, but will reach out to you early next week when I get back.

   

   

  Customer response

  08/19/2021

   
  Complaint: 15760779
  
  I am rejecting this response because:  The response is no different than what was stated by Closets by Design on the phone with BJ.  At that time, he suggested there were ways to make it look better by adding trim, etc. that we could pay for.

  As we stated in our letter, the amount we have paid for this "custom" bookcase is exhorbitant when one looks at what we got.  We are not interested in spending any more money to help this bookcase look better.  Franky, we 

  are unsure that would improve it.  The only thing that would work is to tear it down and start over, using much better, thicker material.

   

  How does this resolve the problem when all they are doing is charging us more for attempting to improve this bookcase?

   

  We just want our money back.

  
  Sincerely,
  
  **** & *******************************

  Business response

  08/27/2021

  We are sorry to hear you are not wanting to talk with usto see how we can assist you further. We want customers to be happy and satisfiedand will work hard to help achieve that goal. We would be happy to have aconversation to see if we can come to a win win resolution. We however do notoffer refunds on custom designed and built systems. The system was built andinstalled to contact per your approved design with the materials discussed. Weuse the highest-grade industrial melamine available and high-end hardware components.Your custom system was first designed, with you, by one of our designers to fityour specific space, processed by office staff, reviewed by a detailer, programmedby a programmer, scheduled by the install department, manufactured by goingthrough several system and processes, inspected, and loaded into a van, drivenout to your home, and installed by trained installer. There is a lot more to acustom system then just purchasing a pre-manufactured product that is massproduced with inexpensive commodity hardware, and low-quality cheap wood which youassemble yourself at home. Again, we are happy to talk with you and discuss options,please ask for ***** as he is aware of the entire situation and is ready toassist. If you just want your money back and are not wanting to work with us,then Im afraid there is nothing we can do as we dont refund custom systems.

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