Reviews

Terrible experience. I was charged the full amount for a job that hasn't been completed. I left a message for the owner and she hasn't returned my call. Part of the job was, in our opinion, so bad that we had it un-installed by another company. This debacle has been going on for months.

The job was complete and of course, we collected the final payment once it was completed. The customer is expecting us to install something that was never part of their proposal or our product offering. It is a product we don’t sell. I have tried to explain this to them, but they now seem more focused on attacking me via every online review platform, rather than accepting the fact that they are waiting for us to provide a product we don’t sell or install EVER. Her husband was the primary point of contact on the project, and I had zero contact or communication with *** so her contact information was never provided to me. My original assumption was that maybe he just hadn’t been communicating with his wife because her vitriol came so completely out of the blue. All my communications with him were initially very kind and cooperative, however, I realize now that I was the one he wasn’t communicating with. Her version of “leaving a message” was to call our office and berate my Office Manager then her husband sent a subsequent email apologizing for the confusion. Regarding the part of the Job that “was so bad they had it uninstalled”, it was a custom cabinet for which the husband reviewed detailed renderings and specifications and initiated the order. There was nothing wrong with the cabinet, they just decided they didn’t like it or maybe didn’t thoroughly read the specifications when making their decision. I offered subsequent solutions, but her husband told me “We took another look at the toilet room this weekend and decided not to do anything at this time.” Regarding the months the project drug on, weeks would pass before I would hear back from the husband regarding questions. We knew we owed them a small piece of base trim in their Master Closet, but he was having trouble locating their Pantry baskets that were removed by their movers. We planned to make one final return, since they were not living in the unit yet, we were patient to wait to collect the final payment to do the work when it was convenient for them. On 1/7, the husband emailed me that the movers had taken the baskets to storage, and they would be delivering their stuff on 1/13, and the baskets would be returned at that time, it would be convenient for us to come on 1/20. Per the terms of our contract, we ran a progress payment after the initial installation. Since we still owed them the trim piece in the Master Closet and the installation of the basket runners, we left a 10% hold back on their account because we DO NOT collect final payment until the work is completed. Once the work was completed on 1/20, the job was complete, and the final payment was charged to their card, which the husband authorized. -She’s mad that I didn’t call her, but she never provided contact information. -They’re mad that we didn’t install a product that was never part of the contract. -They’re mad that we ran their credit card for the payment the husband agreed to. -We installed the cabinets for which we provided detailed renderings and he signed the contract to initiate the custom manufacturing and installation of that product. After initially expressing some concern, he subsequently sent an email that read “We took another look at the toilet room this weekend and decided not to do anything at this time.” Now, they’re mad that we didn’t immediately offer to send over our installers to remove the cabinet for free because they changed their mind about a custom product built to their specifications. Which I couldn’t have done anyway, because the husband never told me he wanted it removed. I think this may be the first time, in a 30+ year career, that I’ve ever been gaslighted by a client. As a small local woman-owned business we work hard to compete in a sea of corporate competitors, and we always work hard to take care of our clients and quickly resolve any concerns. Goodness knows I’d rather spend my time helping our many amazing clients than responding to unwarranted attacks on every manner of online review platform. All that I can do now is defend my company from their scurrilous comments and hope that anyone who reads their review will also read this reply.

I'm not sure if the owner / respondent of Tailored Closets of Nashville has confused jobs in her response, further highlighting her incompetence, or if she is trying to convolute this valid complaint with inaccuracies. Tailored Closets was contracted to un-install pantry shelving that they placed three years ago, store the shelving and baseboards, and re-install the pantry shelving after other renovations in my home were complete. Nothing new was rewuested nor ordered for the pantry. This was an un-install, store, then re-install job. Tailored Closets charged me the full amount for the pantry re-install without returning my baseboards when the shelving was re-installed. I called to speak with the owner and her office gatekeeper would not allow me to speak with the owner. I tried to explain that I was charged for a job that hadn't been completed, and the Tailored Closet employee said, "I'm not going to argue with you." Not only are they lacking with their services, but their customer service skills are poor as well. Tailored Closets of Nashville owner never returned my call. If she had, maybe she wouldn't be so ill-informed and seemingly confused. She explained in an online review that she didn't have my contact number, even though I had left it with her office and she admits she knew that I had called. The fact remains Tailored Closets fully charged me for a job they did not complete. I have pictures of the before and after that I could have shared if the owner had acted like a reputable and experienced business owner and returned my call. Instead, she's chosen to tell inaccuracies to hide her incompetence.