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Business Profile

Closet Organizers

Closets by Design

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Closet Organizers.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/10/2024

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I want to file a complaint to address an ongoing issue with the incorrect design installed by Closets by Design that was recently installed in my closet. About six months ago, a certified designer, visited our home to create a design and provide an estimate. Due to unforeseen circumstances, we couldn’t move forward at that time.

    Recently, we reconnected with same executive and we discussed the more possibility and completely changed the design which we discussed earlier, specifically requesting that all shelves for the closet and laundry be changed to 16 inches deep, instead of the 12 inches from the previous design. However, rather than drafting a new design based on our updated discussion, executive did the rough work on old design drawings and took my signature on blank design papers, assuring us she would finalize it later and send it. We trusted her judgment and didn’t question it.

    On October 2nd, the installers arrived but brought the old 6-month-old design, not the updated one we had discussed. Given the state of our home, we allowed the installation to proceed. The installers did an excellent job, and their work is highly commendable. However, the wrong design was installed, which was disappointing, especially after the time and effort we had invested.

    What’s more frustrating is that, when we raised this issue with customer service and the executive, we were met with accusations of dishonesty. They are now asking us to pay more for the 16-inch shelves, even though this was clearly agreed upon during the redesign.

    We had been excited to showcase the work to our neighbors and recommend Closet by Design, but this experience has made us reconsider.

    We believe in resolving matters amicably and would appreciate prompt attention from senior executives to correct this error. I trust we can find a fair resolution that addresses the discrepancy.

    Thank you!!

    Best regards,
    ***** ******

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