Complaints

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Beware of Closets by Design. 4 drawers are splitting apart sideways and particle board crumbling with barely one year of normal use. They refuse to honor their "lifetime warranty", falsely alleging that they were misused. The only evidence that they offer is the very fact that they are falling apart. They were requested explicitly for storing shoes and only used for storing shoes.Because everything is custom, they are the only ones who can replace anything. $7k mudroom down the drain.

  Business response

  10/16/2024

  Were very sorry that you are disappointed with our service and coverage of the warranty you were provided. Based on the images we reviewed, we can see that the separation and damage is focused at the key points of excess stress. If the material were to separate, it would occur in numerous locations, but this damage is exclusively at the fastened locations.The likely cause is that the drawer was filled too high causing it to get ******** order to open the drawer, its likely that significant force was used, which if done multiple times would absolutely cause this damage.
  We are happy to assist you with a very good price for either replacement or repair, but again this would not be covered by warranty. Please let us know if you would like our help, or if you intend to find help elsewhere. The dimensions that were cut to fit your space were custom, but the material can be found in the local market if you choose another provider.

  Customer response

  10/16/2024

   
  Complaint: 22425587
  
  I am rejecting this response because:

  Closets by Designs lies about the nature of our use of their defective product does not excuse their shoddy materials and workmanship or their reneging on their fraudulent warranty.
  
  The focus of the damage at key points of excess stress,whatever that means, and fastened locations is exactly what may be expected from shoddy materials and construction, such as from fastening only with very thin nails into the edge of thin particle board. Quality construction, on the other hand, would not disintegrate with ordinary use.
  
  The gall of Closets by Design to concoct a baseless story about overfilling drawers to weasel out of its warranty is matched only by the disgrace of the extent that it will go to avoid standing behind the quality of its work. The drawers have never been overfilled. Besides the fact that there has never been any cause to overfill them, to do so would be counterproductive,as the drawers would be useless if they could not be opened and closed. In its haste to deflect blame from its failed product, it has apparently disregarded the fact that by its own design in this custom case, there is a gap of 3 between the top of each drawer side wall and the roof of the drawer cavity, such that a shoe appearing in a photo to rise to the top of the drawer would still be 3away from touching the top of the cavity, not anywhere close to getting stuckor requiring significant force.
  
  Warranty service should not require additional payment when it is claimed to be included in the original purchase price. The suggestion that Closets by Designs material defects could easily be remedied through the local market is preposterous. It would be impossible or nearly so to find a third-party vendor willing and able to match the sizes, shapes, textures, and colors of these custom parts, especially at a reasonable price, especially since it should not cost anything additional for warranty service. This effectively gives Closets by Design a monopoly on the service of its custom products.
  
  Sincerely,
  
  ******* ******

  Business response

  12/09/2024

  Unfortunately, we do not agree with the claim here that the material is falling apart on its own. We are happy to assist directly as best as we can, but again there will be a cost associated. I'm sure it's stressful to be in this situation, but please understand that since 2002, we have installed over ****** projects. We're happy to report that while we can't get it right 100% of the time, we do make every effort to remedy concerns, and a vast majority of our clients are thrilled with their results.

  Customer response

  12/09/2024

   
  Complaint: 22425587
  
  I am rejecting this response because:

  The material is not "falling apart on its own". It is falling apart with normal use, a specific use for which the drawers were explicitly requested.

  The claim that they are "happy to assist directly as best as we can" is an outright lie in that they have categorically and unequivocally refused to honor their warranty.

  A "cost associated" with a warranty claim is directly contrary to the provided warranty terms. It is a despicable practice to turn the customer's misfortune of crossing paths with poor workmanship into a separate profit center.

  The one thing that we can agree on is that is it stressful to pay thousands of dollars for a construct only to find out a short time later when it disintegrates that the company chooses to pass the consequences of its poor material and construction quality on by abandoning its customer and their warranty.

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

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November 2023 we had a closet installed. Before the install on 10/11/2023, a profession designer from Closets by Design came out and designed us a closet that she said would work for the space. We did not question her design as she was supposed to be an expert in her field. When it came to the installation day, number one, the installer was well over an hour late with zero communication from the company and number 2 the closet he installed didn't work. The installer agreed that the closet that the designer designed, wouldn't work in the space. The depth of the closet panels were too deep for the closet meaning we would not be able to store anything at the top of the closet nor would we be able to store anything in front of the actual panels. The installer, who does this professionally and has installed many many closets, said the panels should have been 16 inches and not 20. Not to mention, the designer left a 2 inch gap at the top of the closet which is wasted space.We contacted the designer to let her know it wasn't going to work. She came out, was rude, took pictures and said she would have to call her manager. She didn't seem interested that she made a mistake and that this closet that we paid $1,000 for wasn't going to work because of a mistake she made. We tried calling and speaking with customer service "manager" who was no help. We explained the closet wouldn't work because of the depth and the door of the closet. He said "it does work" even though he had'nt seen the closet and tried comparing a closet to signing for a car. Basically meaning that we signed for the closet so we are stuck with it even though his designer messed up. This is 100% the designers mistake. This company installed all of our closets and even did our laundry room. We have been a customer since 2014 and have never had an issue until now. They should have admitted fault. Being that they are professionals, we expected a design and install that would obviously work.

  Business response

  12/14/2023

  We understand the client's concerns, however it is unfair to call everything in a design either an error or correct. It is our designer's job and objective to meet the preferences of each client based on their conversations and desires.

  In this case, the designer utilized the entire depth of the closet for the shelves. This is very common. Unless they specifically asked for space in front, that would not typically be designed. And, the design as it was planned was clearly drawn and signed by the client.

  Regarding the top being cut off making for dead space above the system that can't be used, our Customer Svc representative offered to reduce the depth of that shelf when speaking to the husband. Before that plan could be finalized, the wife took the phone and became very angry making a solution very difficult to discuss. They ended the call before it could be resolved, and we have not heard from them since so we are unaware of their current request(s) to adjust the system. 

  We are happy to adjust that top shelf to allow for storage above. Everything else in the design of this very small and simple closet is reasonable and typical and in no need of correction.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sloppy job and cheap material installation and don’t want to replace

  Business response

  10/02/2023

  We have made numerous attempts to satisfy client's concerns over product install quality. We have the ability (and the right) to repair items and use appropriate construction techniques to overcome carpentry basics (like gaps to walls that aren't plumb, etc). Client seems dead set on replacing any part (containing no damage) that is not what they consider perfect. This is not an option, and we will use standard industry techniques to finish the units (like nearly all bathrooms, kitchens, etc). All cabinet companies cover screw holes and gaps to walls in some way, so they must exist.

  At this point, we have come to service the units 3 times since their original July 2023 install, and we are once again scheduled for tomorrow after she would not allow us to work when showing up on 9/22/23. This job has been closed out as complete on multiple occasions. While we would ultimately love to satisfy her, the expectations may not be realistic relative to industry standards and expectations, which are communicated in the contract documents. I would also state that the pictures we have of the unit look great, so again we are dealing with a very high expectation that may not be able to be reached unfortunately.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted the company a couple of months ago to build a small custom closet. The salesperson, Jack, promised the world and explained that they would maximize the small closed in closet. He told me to take down the walls so that they can extend the closet to each end of the two walls. I paid money to have the walls taken down. The installers show up and build a closet organizer inside where the walls were. I COULD HAVE DONE THAT MYSELF! My Mother also spoke to Jack on two occasions expressed her concern in maximizing the space and extending the organizer to each end of the wall. Jack assured her BOTH times that they will maximize that space outside of the walls. THIS DID NOT HAPPEN! After back and forth with numerous folks at Closet Design, they told me "it's my word against theirs (the salesman)". Unfortunately, the conversation with the salesman was verbal (he came out 3 times) and the conversation with my Mother was verbal as well. I included a picture of what they did for $1,600!!! You can clearly see they built the closet inside the walls. I paid a lot of money for the same size closet that I had, actually it's smaller because I lost the outside wall. I want them to make this right but extending the closet to where they (Jack) promised it would be built. They want me to pay another $1,000 for this fix. That's more than half of the entire job. I even told them I would settle for the long wall only. This just isn't right as that is a lot of money for something I was promised and didn't get. Not pleased with this company. I WANT THEM TO MAKE IT RIGHT. They need to extend the right side by 8 inches and the shelf side by 5 inches but I would settle for the 8 inch side being fixed.

  Business response

  08/01/2023

  While we found ourselves at an impasse because we used the approved drawings to build and complete this system, we also understand the reasonable concern the client had regarding outside communication regarding plans. Typically, we can't honor these communications because the contract is there for the sole purpose of ensuring both parties know exactly what to expect. But in this case, we were able to make some accomodations for Mr. ******, and I believe he is happy with the no-charge Additional Work Order we provided and completed.

  Customer response

  08/01/2023

  
  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.

  We were able to come to an agreement and Closets By Design was able to help rectify the situation including some extra. I am satisfied with the outcome. 

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

• Initial Complaint

  10/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Back in August, I simply liked a Facebook post of a customized closet and commented about it being nice. That comment had a representative of Closets By Design try to solicit me via messenger. I did not set up any type of appointment, did not request additional information, etc. This morning my husband answered the door, to a woman named Joy who said I made an appointment with her, and she was there to give me a quote for my closet. She gained entry into my home and was in my personal areas of my home before my husband finally got me out of my meeting at work and asked if I was coming home to meet her. I immediately informed him this was not a meeting I set up and to get her out of our home and call the police. I then called the local Orlando Closets By Design office to verify they had an employee named Joy and was transferred to the Office Manager Marla. I explained to her that I never set any type of appointment up for this service. She repeatedly insinuated that I must have done something to create this appointment. She also stated that they sent multiple emails asking me to confirm my phone number and information, which she admitted I did not reply to. I asked what email they were communicating with, and she told me an email account that is dormant. She stated that 80% of their clients do not, in fact, reply to emails so they just come out anyway to the appointment. Not only did they fraudulently gain entry to my home, but they also saw my medically fragile son in a bed wearing only a medical garment. This is a complete violation of my personal space, and I will also be contacting the FCC for this company's misuse of personal information on social media for financial gain.

  Business response

  11/15/2022

  Business Response /* (1000, 5, 2022/10/13) */ First off, we understand and sympathize with the client's concern here especially with regards to her son. But, please understand that there are a series of events completely out of our control. We received a request for an appt. Someone else may have done it maliciously, or maybe the fields on the form were auto-populated ********************************* when she liked our post. I can't say how for sure, but we have no way of acquiring that information so we were under the impression that we were helping a customer. Additionally, we would never enter the home without being invited in. I wish we would have known there was a sensitive situation at the time so we could offer to stay outside or reschedule (or just leave). We only came in because we were offering service, and the husband invited us to. In general, we feel as though we were hurt by this situation as well, especially with the reviews we are now receiving on social media. Again, we had no control over the request for an appt, even if it was not real. And because there was a phone #, address and email address provided, we had no reason to believe it was not real. We are sorry that this happened (to both of us), but we had no bad intent. Consumer Response /* (3000, 7, 2022/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The respondent is being dishonest, which will now prompt further action. I regained access to the dormant email account that they were sending correspondence to. It clearly shows that there was no phone number provided. Please see email from Office Manager that specifically states they will close the request if I do not reply. They took it upon themselves to send a designer anyway. Office Manager blamed corporate on our phone call, and now states otherwise, on how this lead was generated. They were not 'invited in' by my husband, they gained access to my home by fraudulently stating they had an appointment with me. He does not keep tabs of my schedule and usually individuals do not fraudulently try to enter our home. My home was violated due to this behavior and the dishonest written reply now puts the company in a torts environment. Business Response /* (4000, 9, 2022/10/18) */ We have placed this client on our 'Do not Call' and 'Do not Email' lists. That's the best we can do to try to satisfy them going forward.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Closets by Design refuses to issue refund of deposit for unexecuted project. The issue is two-fold: miscommunication by sales rep who was the only point of contact and incomplete contract - all pages not endorsed only front page, design and other notices not signed. Miscommunication with Sales rep: sales rep reached out to me via text 4/5 saying that I needed to endorse all the pages so that she can process. I didn't have the chance to get back to her, but discussed with husband and we both thought it best to hold off. I tried calling sales rep for a few days - no response. Finally, I text on 4/9 and say I'd like to cancel for now. Sales rep doesn't respond until 4/11 and asks to give me a call - in which she explains that she submitted contract for processing despite all parts being endorsed / agreed to. Charge is recorded on my credit card on 4/6. Date sales rep prepopulated on contract is 3/31. I find it unethical for sales rep / closets by design to collect deposit on a contract that wasn't fully endorsed and refuse to return funds despite intent being clear to cancel within a reasonable amount of time given it was never communicated to me by sales rep that the contract was submitted for processing. In calls with company, I was told I need to submit cancellation notice via mail or fax and that there is a penalty - basically not wanting to return deposit. I find it Ironic that they can receive contract via email but want you to jump through hurdles - mail / fax in cancellation. To make it even more clear that they try to make this difficult is, their fax number isn't even printed on the contract. Unclear what will come out of this dispute but I'd like to warn anyone planning to do business to watch out - if you aren't 1000% sure you want to proceed, do not sign the contract / give your credit card info to sales rep because they do not communicate transparently and will try to justify keeping your money despite doing no work. Awful way to do busin

  Business response

  06/08/2022

  Business Response /* (1000, 5, 2022/05/12) */ While we appreciate the client's concern here, we also provided all of the contract terms on the document they signed and retained copy of. Unfortunately, they did not cancel within 3 days as the contract stipulates, so they would only be entitled to a refund after 15% cancelation fee. We are happy to do that, but the deposit we received is just about the same as 15%. We are happy to assist the client with the project they ordered, or even adjust it to meet new needs, and apply this deposit toward that. It's not our intent for this to happen, but we have to have a limit for how much labor and cost goes into a project before canceling. This is why we spell it out as best we can to ensure this happens as rarely as possible, if at all. We would always recommend that clients of any service provider read the terms & conditions carefully to be sure you retain all of your options and choices, thus protecting both you and the provider.

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Install 1/10/2022 master bedroom linen closet drawers and shelving. $2201.00 paid in full; 1/2 at contract date and rest after install. Immediately contacted install manager when I saw the employee (2 on job) bump my sleigh bed with the material brought into the house. Having removed everything giving employees plenty of room not to damage with egress and ingress. After asking employees and the install manager to have employee to watch what he was doing, when taking out three 62 inch wire shelving, the employee hit my antique ceiling globes ( bottom globes 7 ft 6 inches from floor and hallway 43 inches wide with corner for maneuvering 53 inches wide). I immediately called the install manager again 2 globes damaged with the install manager telling me because the wire shelving was coated with plastic it could not damage the globes. The globes clashed with each other. Then he said because the globes were damaged all the way around the bottom it could not have been the employee. Then he said he was not going to have his employees pay for the damage because they work hard and are up at 6 AM to get to work. SO AM I. I do not want or need extra anything from company as I need to repair globes so value of antique ceiling light is not devalued even further after damage. Have the invoice to repair. No one at company will talk to me any further even with admitting the employee hit the globes with the shelving. It was an enormous clatter and I was in the bedroom seeing it happen. I could not have been more specific or done anything further to stop this incident besides taking the shelving out of the house myself. I did what I was asked to make sure all furniture, etc. was out of the way and to make sure the employees had room to work and take material in and out of the house.

  Business response

  04/11/2022

  Business Response /* (1000, 5, 2022/03/11) */ The appearance of the damage is not consistent with the impact accused or the material that would have made the alleged impact. The damage is much less of one individual impact, and more consistent with multiple small impacts over time (aged, worn, etc). If the client can produce a before picture showing the glass in a clearly undamaged state, we can consider covering the invoice. But unfortunately, it appears to us that we are being asked to update items that were already significantly worn.

*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. ↩