Complaints

• 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. 

*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. ↩