Complaints

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The installation of the closets we purchased was not satisfactory. The installed product did not match drawings that were provided before work began and the finishing work, caulking seams, etc. was not completed. Damage was done to our current walls during installation and required considerable work to repair. We did not sign-off on the work completed and only approved a portion of the remaining balance to be paid until our issues with the installation could be addressed. They charged us the full balance and have not returned our calls or emails to rectify the issues raised.

  Customer response

  08/05/2024

  Hi, I made a mistake and made this complaint about the wrong company. Please remove this from their records and I will re-issue a complaint for the correct business. 
  

  Thabk you!

  

  Business response

  08/05/2024

  I believe this is being handled by *** in the St. Louis BBB office.

  This complaint was put on our business inadvertently, and was meant for another company.

  The customer has responded to the ******************** to confirm he accidentally posted on the wrong company.

  Please confirm this has been totally removed from our profile.

  Thank you, *********************************

  

  Business response

  08/06/2024

  They have not returned their calls or emails - the first email sent from the customer was on Friday, 8/2 at 8:56 AM. Our Installation team completes six (6) installs a day. Each project being unique, it requires the collection of data to properly service each customer individually. Our *********************** therefore is strictly responsible for addressing customer inquiries within a *********** hour timeline. The original email coming in Friday morning on 8/2 and a BBB complaint on Monday, 8/5, means that this customer has not allowed us the opportunity to service their inquiry. We do not operate on weekends and the customer has since been taken care of as this response to their complaint was written. 

  The installed product did not match drawings that were provided before work began - we are contracted, responsible, and liable for installing units that our customers have approved with their authorizing signature. The only changes that me be made must be communicated with the customer before executing and are generally to mitigate or overcome installation challenges that are related to out of plum walls or obstacles such as outlets, vents, window casings, etc. In this case, the customer did receive an installed product that did match the drawings that were signed off on. We did extend one section as to avoid a panel landing on an outlet, but otherwise the customer received what they paid for in materials. See attached pictures of the completed installation referenced in the original complaint. 

  Damage was done to our current walls during installation and required considerable work to repair - the damage reported in this project was a result of the tear-out associated with the space. Our customers are provided two options when it comes to removing existing closet structure: 1) they can tear it out themselves and can patch and paint the wall(s) before our installation team arrives or 2) our installation team can remove existing structure but acknowledge that we are not drywallers or painters and therefore those items, if needed/desired by our customers, would be a responsibility for the customer. It is important to note that if the customer opts to have us remove their existing structures, that does not mean that it is done recklessly or without care. It is done tediously and meticulously to mitigate damage.

  They charged us the full balance - our customers sign a contract that authorizes us to charge their card upon delivery of goods. Any issues that are being reported for this customer are covered under our warranty and incur no additional costs to the customer. They have received our product in full and therefore owe us the balance in full; the projected was completed to contract. As a business that operates with customer service as a front-running motive, a completed job to contract and collecting a balance in full does not deter our willingness and eagerness to address the concerns of a customer and work with them on resolution. 

  Customer response

  08/07/2024

  Complaint: 22093268
  
  I have reviewed the business' response and am rejecting it because: our issues were not with the garage closet of which they shared pictures but the bedroom closet. Please provide any photos you have of that finished closet. We were not given the option to remove existing closet ourselves or to repair the wall damage before your installers installed the closet system, partially covering some damage and leaving some damage exposed. Repairing the walls and finishing work including caulking seams was not completed. A partial refund to cover our expenses of doing this work ourselves is still requested. 
  
  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was threatened by the companies attorney to remove my ****** and ******** review for the company. My reviews were honest of my experience with the company. I was not happy with the work they did. I was threatened with a defamation lawsuit when I only I shared my honest opinion and experience with this company. The threat of legal action has weighed on me heavily and goes against consumer review fairness act. I should not be threatened for sharing my experience or distained with the work provided. I would like the company to remove their product from my home and my money returned.

  

  Business response

  11/10/2023

  The complaint of Ms. ******** ***** lacks merit as it is based on a misrepresentation of the facts. Here are the facts, easily demonstrated.
  
  Closets By Design in St. Louis designs, produces, and installs custom closets and cabinetry for its customers.  It does this through ************************/salesperson who visits with the customer in their residence. Based on the customers desires, needs, and budget, the ************************************************ the customers desired cabinetry and makes a written record of the details of the design, including desired dimensions, configuration, materials and finishes.  This is then presented to the customer as a proposed contract who reviews it and, if acceptable, signs every page of the contract signifying his/her approval. 
  On September 13, 2023, ************** signed a Closets by Design contract prepared as noted in the attached document for shelving units.  Closets By Design then produced the shelving as ordered and, in coordination with the customer, set an installation date.  On the selected date the Installers arrived at Ms. ****** residence and installed the shelving units exactly as they had been designed and approved by **************.  In fact, per the agreed contract, on the date of installation, ************** paid the balance due to the installers, signifying her approval of completion.
  Sometime after installation, ************** became dissatisfied,thinking that she would prefer a more built-in look ostensibly extended wall-to-wall.  Notwithstanding that she coordinated the design with the salesperson based on price and usable wall space and signed the contract. *************** contacted Closets by Design and noted her dissatisfaction.  In response,Closets by Design personnel, including the Company Sales Manager and the General Manager reviewed the paperwork and the product and ascertained that what ************** had received was exactly what she had contracted for.  They also noted that the circumstances of Ms.****** home prohibited additional built-in look as there are obstructions in the way.  Nevertheless, Closets by Design offered ************** the opportunity to extend the shelves beyond the agreed upon dimensions in any remaining available space for a modest and reduced addition fee of $1,000.  ************** refused this opportunity, and she did so with a violent outburst with the Sales Manager.
  Thereafter, ************** posted a review of Closets by Design on ****** (and Facebook).  Those reviews came to the attention of Closets by Design and an examination of them revealed that they contained material, factual inaccuracies.  One inaccuracy of importance was that ************* claimed that the product she received, and which was installed by Closets by Design, was not what she had ordered. This is factually untrue.  The product she received was exactly what she coordinated with her salesperson,what she had ordered, and what she signed her name to.  This is clearly demonstrated by the agreed upon contract which includes the precise specifications for the shelving.  And, to confirm this, in her review, ************* acknowledges that when she began to question the installation with the installers, they told her they had installed exactly what she had ordered in the contract.  There were other factually false claims such as her quoting incorrect statements she claimed the sales manager and the general manager made verbatim.   
  Inasmuch as the claims were false, and that the review was published online, these represent an instance of defamation (libel).  ************** was contacted by an attorney for Closets by Design who advised her that her reviews were potentially defamatory/libelous and asked that they be withdrawn if she wished to avoid legal action to correct the wrong she had done to Closets by Design.  This was not a threat but simply a legitimate request that ************** face the reality of her actions (publishing a false review) and correct them.  *************, apparently recognizing that her reviews were defamatory, immediately withdrew them.

  
  Now, ************** comes to the BBB complaining that she wants the product she contracted for removed and her money back.  She claims she is unhappy.  No doubt she is unhappy, but any unhappiness is not the fault of Closets by Design. It produced and installed exactly what the customer ordered in her signed contract.  In order to achieve a mutually satisfactory result, Closets by Design nevertheless offered to revise the shelving based on Ms. ****** new desires for a discounted cost of $1,000.  ************** refused.
  Ms. ****** BBB complaint is inaccurate (as was her review)in that she claims she simply offered her opinion.  ************** is entitled to her own opinion, but not her own facts.  The online published review was demonstrably factually inaccurate and that is what needed correction.
  ************** also claims that the actions of Closets by Design represent a violation of the Consumer Review Fairness Act (****).  This, again, is untrue.  Relevant to this complaint, the **** prohibits two things: (1) a provision in a consumer contract that prohibits the consumer from posting a review of the company;(2) a contract provision that imposes a penalty or fee for those consumers who post a review.  The Closets by Design does neither of these things.  Moreover,the **** has specific exceptions that apply here.  The Act excludes from its prohibitions any cause of action for defamation, libel or slander, or any similar cause of action, and any review that is false and misleading.  As demonstrated above, Ms. ****** review was defamatory, false and misleading.

  
  Closets By Design desires that all of its customers be satisfied with its products and services. It strives to accommodate customers even where, as here, the customer may be unhappy through no fault of the company.  Unfortunately, the companys reasonable offer to make adjustments based on Ms. ****** changed desires was rejected.  Closets By Design is entitled to protect its public image from false reviews and that is what it has done here.

  Customer response

  11/16/2023

  Complaint: 20832103
  
  I am rejecting this response because:

  This misrepresentation of facts by Closets-by-Design is beyond disappointing. I contracted for what I thought was a professional service. I spoke with the designer and shared my design needs for the space.The company sent a representative to measure my space for wall-to-wall shelves, and I believed it designed my shelves based on measurements for wall-to-wall shelves. I am not a contractor, and neither am ***********************. I am a woman Marine, a police chaplain, an ordained clergywoman, a wife, a mother, and a grandmother. My expertise is not in closet design, but Closets-by-Design represented that its expertise is. So, I shared that I wanted wall-to-wall shelves with a company who represented to me that closet design is its expertise, and I reasonably relied on the company to send competent personnel to measure my space and design it according to my request. The company drafted the contract, and I did not. Because the company held itself out to have expertise in closet design, I reasonably relied on company representatives representation that the contracted language represented my request for wall-to-wall shelves.  I believed the designer to hear my desires for the space and entrusted her with that. I did not receive what I requested and reasonably expected to receive as a product from this company. Nor have I received my reasonable request for a refund. In fact, all I have received from this company is a product that does not fit my needs, intimidation tactics from its lawyers, and hurtful,dehumanizing, and demeaning statements that I am an emotional woman and, now with the rebuttal of my BBB complaint, violent.  
  
  I did not approve of the installation. But because I was home alone when it occurred, I felt it best to address the company with my dissatisfaction and not the installers. I did, however, ask them if they were finished when I saw the space because it was not complete in accordance with my request. I called the companys local and ***** numbers repeatedly and left multiple messages for days without response. I also sent the company an email on Friday, October 13th asking the company not to deposit the final payment until this issue was resolved. I operated in good faith. I did not stop payment on the check because I thought the company would be reasonable and work with me to achieve a mutually satisfying resolution. Nonetheless, the funds were retrieved from our account on October 23rd while this issue was still unsettled. 
  
  The companys response that I coordinated the design with the salesperson based on price and usable wall space is incorrect.  The company is implying this is a budgetary issue and it is not. I was and am willing to pay for what I want. The company has stated, They also noted that the circumstances of Ms.****** home prohibited additional built-in look as there are obstructions in the way. The company is falsely implying that I was told that some of my wall space was unusable, and I was not told that when I requested wall-to-wall shelving. When I requested wall-to-wall shelving, the company should have informed me of any obstructions it believed existed that would prohibit the company from performing the job as I desired or in the quality of service they advertise.   I was not told there was a spacing issue that would cause obstruction to my desired space design. I did not ascertain an issue with my request for wall-to-wall shelving. I entrusted the designer to provide the design with my design request as foundation and that was what I was told was in the contract and what I believed I signed. I did not receive what I requested. If there were obstruction issues or even possibilities, how then could they offer to build additional bookcases for an additional $1,000?
  
  The narrative described by the Sales Manager, ******, is untrue and unfounded. If there were a violent outburst, how then could the designer remain in our home, hand my husband and I her business card and say, if I can further assist, please call me? I was upset when ****** made the statement that he knows I am emotional because he has an emotional wife at home. We were conversing on the designers speaker phone, and I ended the conversation because that statement was frustrating and hurtful. Already frustrated because it took multiple phone-calls over several days before we were able to communicate with a representative from Closets-by-Design or my concerns were addressed, then to be told that I was emotional further irritated an already sensitive situation. Now, in their response to my BBB complaint, they have labeled me as violent! What makes me violent? Because I am a woman? A woman of color? A dissatisfied woman? An honorably discharged woman Marine? A nearly twenty-year police chaplain? A member of the clergy? A thirteen-year volunteer in corrections? A wife? A mother? A grandmother?  What constitutes violent? The designer left my home without any form or threat of injury.  
  
  Their response, In order to achieve a mutually satisfactory result, Closets by Design nevertheless offered to revise the shelving based on Ms. ****** new desires for a discounted cost of $1,000.  Again, if the original design had obstruction issues, how could additions be added? ************** refused is true in part. My desires were not new. I had or have no desire to invest any more funds in this company, instead, I asked the company to remove its product from my home and refund my money minus the labor cost for the hour the installers were in my home. The designers response was even the hanging piece? I said, that is correct, I want it all gone. ******, who was on the phone with the designer while she was in our home, told her they didnt do that. So, the company flat out refused to remove their product at my request. What more was there to say? The conversation was over, and we asked the designer to leave, not with malice, not arguably. There were no violentexchanges with the designer in-person and Im not sure how one can be violentwith someone over the phone.  
  
  The one factual statement by the company was I removed the review from ****** after receiving the threatening letter from the companys lawyer. I was afraid. I was headed to Warrior Getaway to be amongst other veterans and the mere thought of being threatened by their attorney was overwhelming. However, I realized that the lawyers letter was purposed to intimidate me and make me afraid. I also realized that I am an American who has the right to share my opinion and experience. The company has taken great measures to silence me. I have not misrepresented this experience at all. I have shared my opinion and my experience. It is not unfounded for a company to not be pleasing. I am not guilty of defamation or libel. I am guilty of not performing my due diligence by seeking reviews from other customers on social media and the **********************. All I wanted was BETTER BUSINESS and Closets-by-Designs could have easily provided that by removing its product and returning my funds. They have chosen, rather, to resort to name calling me (emotional and violent) and threatening to pursue legal action over frivolous and false claims. This is very upsetting and has caused me to seek support through mental health services with the ************************ all because I am a dissatisfied customer. I sought professional service, and I trusted Closets-by-Designs. When my husband showed the space to the designer when she returned to our home, she agreed the space looked tacky. Why am I being attacked because I shared my opinion and my experience? 
  
  
  
  Sincerely,
  
  Cezarine *****

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired CBD and it has been a nightmare. I was told everything would be installed the same day. However, they left and did not fully install my drawers. I have tried calling ever since and I do not get a return phone call. The measurements are incorrect, and the install is not flush with the wall, and there are other small imperfections (see photos). They said they would correct all the issues set up an appointment for 6/1 I took off work and NO ONE SHOWED UP. Finally reached someone after calling for 3 hours and they said they would still come then an hour later cancelled and r/s for 6/19 showed up again at the wrong time. Closet still not correct. gaps all throughout even though they said they would fix these. drawers touch others and hit. a nightmare.

  Customer response

  07/05/2023

  so many gaps and issues that have never been fixed

  

  Business response

  07/19/2023

  To Whom It May *******************

   

  I represent Closets By Design St. Louis (CBD) and have been asked to respond to a complaint in the above

  referenced matter. The complaint is unfounded and without merit. This is

  based on the claims made, to which I will respond and explain, including the fact that CBD fully

  performed under its contract with ************** (in fact went beyond what it was obligated to provide).

  We reserve the right to supplement this response should it become necessary.

  Here is the chronology of events, corrected from the factual errors of ****************** complaint.

  ************** signed a CBD Agreement on February 4, 2023 which included the main contract page with

  specifications of what she ordered and terms and conditions that clearly outlined the obligations of the

  parties. A second page, which she also signed, contains more specifications of the design she chose.

  The third through fifth pages are detailed diagrams of the design she selected, also initialed by her. All

  of these documents are included with this letter. The total price was agreed at $2,000. When the

  Agreement was signed ************** gave a credit card for the $1,000 deposit.

  The installation of her ordered design was scheduled for May 18, 2023, with the installer

  arriving at noon and completing his work for the day at 4:00pm. The Installation Report for that date

  (also enclosed) notes that there were two drawers that were not installed and had to be replaced as they

  had been damaged during delivery to CBD. Curiously, even though ************** requested that she be

  notified when the installer was on the way, she was absent from her home when the installation was

  done and so was not able to review the installation with the installer and make any comments while he

  was there.

   

  As evidence of ****************** lack of any good faith effort to resolve any issues she may have had,

  approximately 18 hours after the installation she posted a one-star negative review on social media

  without even contacting CBD first to explain any issues or concerns.

   

  ************** called CBD the next day after her installation, May 19, 2023 and left a message that

  the two bottom drawers were missing (as noted above), and that the unit was not flush with the walls.

  This last item could have been addressed if she were at home during the installation as requested by

  CBD. Her call was returned the same day and CBD explained that the drawer fronts had arrived

  damaged and would be replaced and installed as soon as they were available. ************** complained

  that her shoes were overhanging the shoe shelves, even though the installed shelves were the agreed

  upon dimension (12 inches). Nevertheless, CBD agreed to install shelves of 14 inches as an

  accommodation at no additional cost to her. This was accomplished on June 1. ************** complained

  that there were gaps next to the walls and the installation manager asked that she send pictures. Upon

  reviewing the pictures CBD determined that the gaps were due to her walls not being straight. The

  CBD Agreement signed by ************** specifically provides in section "10" that "C.B.D. is not

  responsible for gaps caused by out of level walls and doors." ************** initialed this specific provision

  acknowledging its applicability. During the call CBD reminded ************** of this limitation. Ms.

  ***** also claimed that a hanging rod was missing, and was advised, as is evident from the Agreement,

  that no such rod had been specified in the Agreement. Notwithstanding that fact, CBD later agreed to

  provide ************** with the rod as an accommodation at no additional cost to her.

   

  On June 19, 2023, the installation of the remaining items was performed. Even though Ms.

  ***** was alerted by text message in advance to the scheduled installation (no voice message could be

  left as her voicemail box was full). She was advised that the balance was due upon completion, she

  was again curiously absent from her home for the installation and thus could not review the work with

  the installer, nor did she make the required payment of the balance due - $1,000. CBD attempted to

  charge her credit card, but the charge was declined. CBD called to ask for final payment as the job was

  complete, but ************** refused to make payment claiming the job was not finished, but refused to

  provide any details of her supposed claims.

   

  On July 5, 2023, CBD installation manager ***** called ************** requesting final payment.

  ************** made it clear that she was not interested in having CBD come out to fix anything she claimed

  was not in accordance with the Agreement. ***** requested ************** provide him with the details of

  any claimed deficiencies, but she refused to provide any such details and said she only wanted a

  monetary settlement. Her response to the request for payment was similar to her AG complaint - vague

  and lacking any detail. No one from CBD "threatened" **************, but merely asked for final payment

  and/or some explanation of any claimed inconsistencies. In response, ************** became belligerent,

  threatened ***** with a lawsuit, the Better Business Bureau and the ************************** and

  concluded the conversation with outrageous profanity. It should be noted that CBD warranties its work for seven (7) years and stands by that promise provided the customer fulfills their obligation to pay for the completed job.

  ****************** "Complaint"

  An examination of ****************** complaint demonstrates that it lacks any substance or merit.

  First, she claims to have "paid" $2,000. In fact, she paid only a deposit of $1,000, leaving a balance of

  $1,000 still owed. More significantly, she says she does not have a copy of her contract. Every CBD

  customer gets a copy of their contract at time of sale, including **************. It is obvious why she claims

  she does not have her contract. The contract, containing her signature and initials on every page, is

  clear on the parties' obligations including what CBD must provide, and ****************** obligation to pay.

  Finally, her description of the supposed deficiencies is vague and devoid of any details. She says:

  "design not up to standards , multiple issues, no shows and poor treatment." None of this is true. This

  vague accusation is at least consistent with her approach when dealing with CBD. She complains

  bitterly, but refuses to provide details. Of course, this is because there are no details to provide.

  Certainly there is no violation of law, or even a claim of any violation. CBD has fulfilled all of its

  Obligations per the agreement (and more) and ************** is just looking for a way to avoid her obligation

  to pay what she owes.

   

  Frankly, in light of the above, including signed documents and her almost instantaneous resort

  to social media complaints rather than engage in a fruitful discussion with CBD, her refusal to provide

  any details of her supposed claims and her sole demand for a monetary settlement, it is obvious that

  ************** never intended to act in good faith and discuss, much less resolve, any of her supposed claims.

  She simply does not want to pay what she owes.

   

  We are happy to answer any questions from the BBBs Office and to provide additional detail if

  needed. We ask that your Office conclude this complaint is unsupported and therefore unwarranted

  and allow the parties to resolve any continuing dispute amongst themselves.

   

  Your very truly,

  ********************************

  Customer response

  07/20/2023

  Complaint: 20253356
  
  I am rejecting this response because: I called corporate to pay the balance and was told someone would return my call within 24 - 48 hours above this was done 7/11/23 and I spoke to ******* to pay the remaining balance but stated I would not speak to ***** or the other male manager so untrue. Jasmines number is ************. I am not the only customer with these issues. So unfounded? Again, I WILL ATTACH PHOTOS AGAIN! I also never asked for the full balance at all to be waived I asked for something to be done to correct ALL THE ISSUES YOU HAVE CASUSED, I am unhappy with closet as stated from beginning. You have no showed, don't return calls, closet is not up to standards. Whether I am home or not is irrelevant you had my contact information, and NO ONE CALLED! All you care about is money you do not care about quality of work or customer service. I offered to even hire another company but then you threatened me that it would void my warranty. I have tried to compromise but alllllll you care about it money! see photos MY COMPLAINT IS FOUNDED!
  
  
  
  Sincerely,
  
  *****************************

  Customer response

  12/13/2023

  1/25/2024 PE:  Received text message from the consumer of text message and photos she sent to business via text.  The text message and the audio recording mention punative damanges like stress and lost wages. Pictures don't show much.  They have been added to the file.  I believe the audio record of her agreeing to sent the final payment warrants closing the mediation case.

  1/25/2024 PE:  Spoke with the consumer.  Informed her that the business provided a recorded conversation of her agreeing to send the last payment.  She stated that that was irrelevant.  She said she would be sending text messages between her and the business.

  12/14/2023 PE:  Spoke and emailed with consumer.  She is asking for a billing adjustment so that the $1000 that she paid to the company will be paid in full.  She has had to hire another company to correct the mistakes of Closets By Design.

  12/13/2023 PE:  Reached out to the consumer via email to let her know that the complaint has been moved to mediation.  Mediator assigned.  Asked if she still wanted the company to waive the $1000 balance of the job that she owes.

  

  Business response

  12/14/2023

  1/8/2024 PE:  Spoke with ******.  He is getting his documentation together and will send.  He will not be providing a billing adjustment.  Getting it from a GM but this is not a top priority.   Note in calendar for 1/24 to call back if no documents have been sent.

  12/18/2023 PE:  Left a vm for ****** asking him to call me regarding mediation case.  Provided my name, direct dial number. ****** called back and asked for some counsel.  He will be discussing options with his GM and get back with me.

  12/14/2023 PE:  Emailed ****** to let him know that the case has been moved to mediation and that I was assigned as mediator.  Consumer is seeking a billing adjustment so that the $1000 that she paid as a down payment will be a payment in full.  She has had to hire another company to complete the work that she feels was not done properly.
  

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had shelves put in my house September 23 2022 and there were problems with the shelves such as the top coming loose. There was a board in the middle that was not to be there and it was attached with ugly tabs and screws. The bottom of the shelves on one side had a gap in it. On the bottom shelf the covering on it was already peeling loose. The shelves were higher than it should have been. The light plugs were not covered back on. The handles were not put on four of the drawers,I had to put them on myself because they said the screws were not long enough. The top board that is along the whole of the shelf system was not painted on both sides.I kept calling and calling and finally the manager ******* came out and took a look and said that he did not like the way the center board looked and he would get back to me but it would take a while he was busy. I have called and left messages but he has not called me back since the end of september.

  

  Business response

  01/26/2023

  Rather than addressing the individual components specific to the installation/construction of her unit listed in the complaint, we’d like to start by owning that there are some corrections needing to be addressed and reconstructed. In greater detail, our General Manager, *******, did visit Ms. **** on 10/11/22 – 11 business days after installation completion. At that time, he informed Ms. **** that, while the unit is functional and useable, there are some adjustments he’d like to make specific to the construction of the unit. During this visit, it was communicated and agreed that the timeline to getting back to her was Spring 2023. The reason she for the delay to Spring ’23 is because of the complexities it takes to get to her home – it requires taking a ferry and traveling on gravel roads suited a liability and safety concern for our vehicles and the men that operate them. We are actively working with Ms. **** to remedy the concerns listed and look forward to completing her project to her satisfaction. Tell us why here...

• Initial Complaint

  01/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I cancelled a contract with this company because we were not getting the work done and have continued to be harrassed by this company for work they did not do. They seem desperate. They continue to email me threats.

  

  Business response

  01/20/2023

  Mr. ***** voluntarily signed a contract with us on 11/15/2022. Our contracts follow Missouri Law in providing a 3-day right of cancellation for both parties for any event or reason which is communicated to all customers at the point of sale. Unfortunately, Mr. ***** requested to cancel his contract on 11/29/2022 (14 days after signing) at which time we offered a few solutions to help mitigate any additional costs, while still upholding the legal terms of our mutually binding contract. The communications that we have had with Mr. ***** since that point in time have been cordial, solution-focused, and informative. Unfortunately, it seems that Mr. ***** does not believe that he is obligated to follow either Missouri law or the terms of a legal contract to which he is bound.

  Customer response

  01/25/2023

  Complaint: ********
  
  I am rejecting this response because:
  It is not accurate
  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  12/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was working under a contract (I do gov contract work) that was offering to pay to move me to a remote office with **** ********* ******** **** *** * ****** funds but I had to have final, confirmed expense submitted by Oct 31. The salesperson was informed of this & came out & did an initial measurement & estimate of the project & was told multiple times that there was a timeline &the need for a final bill by Oct 31. She didn't think it would be a problem since she only had a few new house installs. I was told I needed a deposit of 50% to schedule/hold an install date, so I paid $2645 in July. We needed to do a remeasure, confirmation, and installation date but I didn't hear from the company for over 3 months even after calling & leaving messages. When I reached back out to remind the salesperson (saved text messages) I was told she would get back to me but never did. Between calls, voicemails & texts the company has not been responsive or met deadlines. When I reached back out (even stating in the text that I was getting nervous) I still didn't hear back until November 7. The reimbursement deadline had passed so I reminded them that I could no longer get the reimbursement & needed to cancel the project. They have given me nothing & are not out any money. They said they had set the install date already and just wanted to re-confirm measurements for the project. When I explained the issues with lack of communication and missed deadlines, they used the excuse that they must have had the wrong phone number for me because they had tried to call. The salesperson clearly had the correct number because I have saved messages. They did offer to do a different design that the deposit would cover, but the deposit would not cover much to look like a complete project & I still would not be getting reimbursed since we missed the deadline. They refuse to take accountability & ***** said I could forfeit my deposit of $2645 but that is not an acceptable solution

  

  Business response

  12/30/2022

  Ms. ******* mentions having needed a final expense submitted to her company by October 31st. She was delivered contract and signed it on July 27, 2022. Our contracts cover many details regarding our relationship with our customers, but specific to Ms. *******’s claim, they have all monetary values specifically written and spelled out: 1) the total monetary investment of the job/contract 2) the deposit amount made by the customer and 3) the remaining balance due upon delivery of materials. These three, key elements easily serve as an invoice, perfectly able to be submitted to her company articulating the exact amount she would need to be reimbursed. Ms. *******’s mention of a “remeasure” does not change the finality of a contract and can be done within six weeks of installation – this is a standard practice within our company to ensure precision of measurements in specific situations. A “remeasure” is sometimes required when, as here, the exact location of certain features has not yet been specified by the customer. For example, here the exact location of the vanity and a vent was unknown at the time of contract and would be confirmed during her remeasure. Other circumstances, like working off of blueprints for a new construction home, is another example of instituting a remeasure for final measure. Regarding Ms. *******’s concerns over communication, her designer had undergone surgery and subsequent recovery from September 30 through October 10, 2022. On October 7, 2022, during her designer’s recovery period, Ms. ******* did reach out to her designer via text message asking about the remeasure date. Her designer replied and said she would inquire but specifically asked Ms. ******* to remind her on the next Monday (realizing that due to recent surgery and the necessary recovery period, she might need a reminder). Ms. ******* never got back to her designer. When Ms. ******* informed us she was “past her deadline for reimbursement from her company” we made significant efforts to help produce a satisfactory and winning solution for both she and our company. If, in fact, Ms. ******* has some arrangement to be reimbursed for the cost of CBD’s work, from the very beginning she had a copy of the contract showing the exact price of the work for which she was presumably to be reimbursed. In any case, in November, CBD advised Ms. ******* that if she was having difficulty in getting reimbursed, the CBD General Manager would gladly be in touch with her company CFO or CEO to explain the circumstances and assist in getting the reimbursement issue resolved in her favor. Significantly, Ms. ******* refused this opportunity, casting some doubt on her claim of “reimbursement.” In a second attempt to provide a solution, we offered Ms. ******* an additional three options: (1) redesign the project by downsizing it so the deposit amount would cover all work to be delivered, leaving no balance; (2) complete the project as contracted; or (3) cancel the contract and forfeit the deposit. Moreover, the signed contract provides that the customer has a right to cancel under the terms specified - three days from contract (all within Missouri law), but Ms. ******* never availed herself of this opportunity. Lastly, we did in fact have the wrong number on file for Ms. *******. Therefore, 

  

  Business response

  01/10/2023

  Ms. ******* has conceded on her original claims and has reached out to us in attempt to find a resolution to her initial complaint. We are happily sending her designer back out so that they can collaborate on the final design.

• Initial Complaint

  12/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We contacted them because we wanted to install all new closets in our house Built in shelving by our fire place and to make it look to seamless We had our consultation at our house everything seemed to be normal and standard Crown molding to look at We paid for 4000 roughly as a down payment. They pride themselves on a 2 day install The second they walked in the installers , it went down hill immediately. There was a lot of mis information between the initial design and our consultation. Mainly the built in shelving was the problem. They seemed to have winged it and did not put in a lot of thought into the process. They had 5- 6 different visits to the house which caused me to miss work. There were mis measurements on the cabinet doors and the entire unit. So later in the project we scheduled a new installation date and that morning the gen manager called and said that we needed to switch the time to later that day and I was not able to that quickly. His tone and the verbage he used was like he forgot that I was the customer and made me feel I was not being accomodating to him and made it seem like I was not adhering to his schedule . so that install date had to be pushed back so when he arrived that day they started working on the crown molding and they kept saying they had a solution but the solution ended up looking so unprofessional and extremely terrible and I would have been embarassed if I worked for the company . I told them immediately to take it down and that I would find someone else to finish the work, It was not a smooth process. There were multiple delays bad communication and ultimately the job was never finished After that last installation I reached out multiple times with no response for 3-4 weeks with no response and then I received an email from the general manager a very strongly worded email stating we owed the rest of the invoice and that the work that was done was 100 percent agreed upon and that we needed to pay.

  

  Business response

  07/27/2023

  To Whom It May Concern:

  Our goal is to make all of our customers satisfied. We strive to accomplish this with every customer whose business we have earned. While our goal is to do this 100% of the time, we understand some situations are more difficult to resolve than others.

  In response to Mr. *****’s claim, we signed a contract for (7) total rooms. We have completed the work to contract. Mr. ***** has a seven-year warranty. We have worked diligently with Mr. *****, notwithstanding both parties having to coordinate our schedules, including awaiting Mr. ***** to get back to us. At the heart of the issue is Mr. *****’s house is a mid-Century bungalow with handwork done on the interior that consists of inset arched ceilings that flank a fireplace. The walls are finished in cat-face stucco. The arches and walls are asymmetrical and out of plumb. This is owing to the hand-crafted effect of the aesthetic of the home, and it also adds to the irregularity of the structure. Out of square/level/ plumb walls and floors are common, and in this case, the severity of the irregularities causing the following central issues:

  · A mismeasure causing us to reorder deco doors from third party.

  · Irregular gaps at ceiling and on the far-right bookend unit. The arches at the top are not even, and this accentuates the effect on our unit, which is square and level. Also, the wall on the far right deviated so badly that it left a shadow; however, the unit was properly adjusted to fit the space.

  It is essential to note that a central stipulation of our contract is an exclusion for gaps caused by out-of-level home structures because of issues such as these. This stipulation is reviewed with the customer and initialed by the customer, as is the case with Mr. *****. We also had a few other small corrections we made under warranty. At the core of the issue for Mr. ***** is that, while we installed great-looking bookshelves with deco doors, he does not like the manner that it fits into the irregular recesses in the home. His focus was to doctor the unit to fit the openings in an unusually formed manner, outside of what he requested, signed per contract, and what is standard.

  · We visited his home (5) times. The general manager visited with him to formulate a mutually agreeable plan to attempt to mitigate the effects of the space.

  · We applied filler strips where possible or necessary.

  · We attempted to add filler strips to the irregular gap from the most irregular wall to see if the customer liked it better.

  · We replace the deco doors at no additional cost (we did this twice at our expense as we switched vendors during the time this was being discussed).

  · We added grommets at no additional cost (this was not in the contract, we did it as a courtesy to help him hide electrical cords).

  · We ran crown molding across the unit to try to see if it would visually tie into the walls and mitigate the effects of the irregular arches (this was the customer’s idea and request, and though it was outside of the contract, we offered it as no-cost solution to help the situation).

  The six bulleted items listed above were mutually agreed to, with Mr. *****, and they were agreed to in the context of the limitations of the condition of the structure, and that he had the option to apply the

  fixes or not depending on whether he liked them. During this time Mr. ***** acknowledged the contract and that the installation was to contract, and this was our attempt to mitigate effects that he did not like. When the attempted remedies were discussed, we were verbally on the same page. We went out and did what was agreed upon. We installed numerous units per the contract, and when we sought to collect the balance of the contract due, Mr. ***** launched an aggressive campaign to not have to pay all or a significant portion of the agreement costs, and engaged in what we believe to be an ethically questionable manner. Leading up to, and in the last effort to properly deal with this situation, Mr. ***** helped lay out the path to getting to a point of resolution. We reached that point per the discussion.

  Customer response

  08/08/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  First off, I do not agree with the business’s response. Regardless of the challenges of the built-in shelving, the business was unable to professionally install them per our contract which caused us halt Closets by Design's involvement to seek outside help and pay an additional fee to have this completed. This project was 100% doable as you can see in the attached photos.

  With that said, here is what I’m willing to do. As there is a balance of $5,061.00 and we had to pay another contractor $1,500.00 I think it is only fair that we deduct that price from the $5,061.00. I will pay Closets by Design $3,561.00 and I will require our missing closet shelf (blue guest room) to be shipped to our address. I will forgo the uncompleted work on the left side cabinet doors not having the cut outs in them for the air return to function and will have those completed by my contractor.
  

  With the above payment information, I will need a full lien waiver and release from Closets by Design. 
  
  Sincerely,
  
  **** *****

  

  Business response

  08/28/2023

  Here is our reply to Mr. *****. We just want to get this behind us. Attached you will find a settlement that includes his requested discount and two releases, all for his review. I spoke with Pat about the text messages to which he reviewed his phone and does not see any record of them.

  Customer response

  09/12/2023

  I would like to ask the business about the lien waiver. In number 6 of the settlement, where is that? Are the two documents that need to be signed the lien waiver? It is unclear.

• Initial Complaint

  10/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Closet by Design came out to install 2 master closets and a laundry room closet. The laundry room was not what we ordered. We were very specific and showed ***** ****** what we wanted. We asked for 2 things,a cabinet and a place to hang clothes. We received the cabinet but no where to hang clothes. We could only hang hangers. We contacted them and found that ***** did not work there so we were given a gentleman by the name of ****** *****. He came out and we brained storm a way to fix one side. Granted they had to replace the cabinets on that side anyways because the doors over lapped and they were crooked. They had done such a wonderful job on 2 master walk in closets that we also wanted a pantry and another master walk in closet done. The amount of money we spent for the first job was over $10,000. The second job was over $5, 000. The installers came out to install the one side of the laundry room, the pantry and the master closet on September 8th. The installers brought to our attention that the laundry room cabinet was not right. The doors were very weak. They told us to call ****** to come out and see what he could do. I have all my texts that I sent to ****** which were all very cordial. I have tried dealing with ******* who ****** said would handle the problem. I have a month of texts to ****** who wanted pictures videos of the problem. I sent him everything that he requested. It is now over a month and ******* refuses to send out people to fix the problem without me paying for it. He even accused me of damaging the cabinet. I have had an owner of a remolding company come in and assess the problem. He will write a letter on my behalf stating that the doors are too wobbly caused by the hinges being too close together. The cabinet doors are slanted and so very weak that I’m afraid they will fall off soon. I am asking that they send someone out to fix the problem to our satisfaction. My newly painted walls are a mess also from their installation.

  

  Business response

  01/27/2023

  Ms. ***** mentions in her opening statement that, ”The laundry room was not what we ordered.” This is inaccurate as we are legally contracted to install only what a customer has approved through the acknowledgement of signatures on each design. We installed exactly what Ms. ***** approved, ordered, and purchased. “We received the cabinet but no where to hang clothes.” Ms. ***** purchased upper and lower cabinets on two separate walls whereas both upper cabinets had a hang rod for her to hang her items. On the original install, one of the rods was too low for Ms. ***** to hang her husband’s clothes – her husband is well over 6’ tall and therefore has longer shirts. We happily redesigned that cabinet so that there was more hang room. Because of this, the size of her upper cabinet doors became shorter – ultimately, we shifted everything up to accommodate the additional hanging space. After the completion of the second installation in her laundry room, Ms. ***** called us the next day to say that the doors were “not right”. The doors were installed correctly but were tarnished after improper usage. Ms. ***** had been pulling down and out on the doors – opposed to allowing them to swing out, only – and had therefore jarred the hinges from unnatural, downward force. Although she claims that the doors are “so weak that they will fall off” this is untrue and has not happened.  Contacting the designer to fix the problem is not procedural and Ms. *****, instead, worked with our General Manager and Installation Manager to arrive at a solution. The claim of a mess from installation had never been prior communicated and this is the first we have heard of it. We pride our team on taking care of our customers homes as if they were their own. We place blankets down and/or wear booties as to not carry dirt into the house and thoroughly clean the product and vacuum the installation space before leaving. We last went to work with Ms. ***** in the beginning of January to resolve the issue by replacing the (2) wider doors with (4) narrower doors to overcome the way that Ms. ***** operates them – pulling down rather than out – as we would naturally see. We have completed this job to the specifications of Ms. *****’s order and have happily gone above and beyond to complete it to her satisfaction.  

• Initial Complaint

  10/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed my contract and paid a deposit on March 18, 2022 for a walk-in closet system. The closet was scheduled to be installed on September 8 and 9, 2022. The sales team was amazing and was a pleasure to work with. On September 8, the installer came to do the install and informed me that he didn't have all of the pieces. He asked if I had been given a call about it, and I had not. I asked him if he knew when the pieces were going to be in and he said to call my sales rep. He finished what he could on September 8. On September 8, I checked in with my sales rep and she didn't know anything about it but said she would look into it. On September 13, I checked in again. She still hadn't heard anything. I then called "***" and left a message, but no response. I followed up on September 16 with no response. I emailed on September 26 to *******************************, with no response. I called on September 28 and left my contact info, no response. There are other phones calls in there in which I left my information with either a person or an answering machine, and I received no response. (I just don't have the exact dates on that).

  

  Business response

  10/25/2022

  We had the opportunity to do business with and install a walk-in closet for *** ********* on 9/8/22. There were a couple of custom options that she chose which we purchase through third-party vendors. Those items did not arrive in time for her installation, and she was informed that we would install everything with the exception of those special-order items.
  *** ********* was understanding of supply chain issues and confirmed that the arrival and reception of those items were out of our control. After coordinating with the vendors and receiving information regarding arrival of those items, our first order of business was to schedule a service with *** ********* to complete the installation of her project. *** ********* led our general manager to believe that she had never hear from anyone in our office, only to discover we had spoken with her on 9/8, 9/16, 9/20, 9/27, and 9/29.
  At those times we did not have information regarding the back-ordered items and informed her we would contact her once we were confident in providing clear and clarified information. We understand that *** ********* was upset about the timeline to get back to her with that information and wanted to make sure that when we did call her, we had answers, we received the items, and we could then coordinate her availability with ours and complete the service.
  *** ********* said to us that she loves the closet, thinks that the work and function it provides is great, loves the design and her designer, and requested a 10% refund because we hadn’t called her with answers sooner. We received the materials and we are very happy that we have completed *** *********** project. We greatly appreciate her feedback as to how we can do better for our customers in the future.

  Customer response

  10/25/2022

  Complaint: ********
  
  I am rejecting this response because: there is inaccurate information on their response. 

   

  1.  I was NOT made aware prior to the installation that I had parts missing.  The installer told me when he got to my house and was confused on why I had no idea about it.  In fact, my husband and I took off two days for the process.  Come to find out, it only took one day due to the missing parts.

  2.  Yes, I spoke to some one those dates.  Those conversations consisted of leaving messages with their operating system with NO ONE calling me back.  I appreciate that they acknowledged I reached out to them that many times, but no one would return my call or talk to me. 

  3.  I happened to get a phone call back two days after I reported to BBB.  

  4.  I was told by their gen manager that the reason they didn't call me back is because they didn't have all of the information and when they call people back (and not have the information) sometimes they get frustrated customers.  I explained to him that not calling a customer back, due to fear of getting a frustrated customer, us unacceptable.  

  5.  I did ask for a discount.  His response to me was "If I were to buy a tv from Best Buy and it is broken, I don't get a discount when I return it."  I explained to Patrick (the gen manager) that it wasn't the actual closet I had issues with, it was the lack of customer support.  Therefore, that is why I felt like they needed to make it right with me. 

  6.  The manager was very unprofessional and I stand by my statement that the customer service (on the service side) is terrible.  

  
  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. ↩