Complaints

This profile includes complaints for California Closets's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  California Closets

  2001 W Phelps Rd Ste 1 Phoenix, AZ 85023-3228

  
• 

  California Closets

  800 Redwood Hwy Frontage Rd Ste 310 Mill Valley, CA 94941-2366

• 

  California Closets

  601 Galaxy Way Modesto, CA 95356-9606

• 

  California Closet Company Inc

  2950 E 2nd Ave. Denver, CO 80206

  
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  California Closet Company Inc

  2740 Canyon Blvd Boulder, CO 80302

  

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.

• Initial Complaint

  Date:03/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  ***** was out to measure & design 2 spaces. During this time I expressed I wanted to use the same colors as my master closet, job 1 done the prior year. At no time did I mention wanting a white finish, in fact I did indicate never wanting white. It was agreed upon before she left that we would finalize after I went to another companys cabinet showroom to ensure Id like the ********************** color with kitchen cabinetry. At no time was it mentioned or recommended I should go to a California showroom since I selected the same color as job 1 from the prior year. During email exchanges I mistakenly typed a color name that is white. I am not the expert in the California Closet products & expect the sales *** would have questioned & corrected my confusion on names. This is an unfortunate situation that could have been prevented if she did. This error is the result of poor salesmanship, ************************ Once I realized the issue I immediately emailed ***** & the scheduling contact, ***** for help. Multiple emails were exchanged, not once did either pick up the phone to have a discussion. The last message indicated it would be several weeks at my expense. My ***ly was a request to speak with management. I also submitted a survey response & received a call from ******, who said it was in response to the survey. This led me to believe my request to the salesperson was not forwarded to management. Her response was they have design communication processes and would redo the space with a discount. I responded that the option is unacceptable to me. Im not confident in the company coming back for future jobs & have already spent $1800 on the linen closet. Im not willing to pay another $1300 to redo what should have been done initially. This is a situation that should have been prevented by the sales *** doing the job thoroughly.I am requesting the closet to be ***laced in the color I verbally communicated during my conversation with the sales *** or a refund.

  

  Business Response

  Date: 04/09/2025

  Cal Closets ************ prides itself on delivering an elevated customer experience. We are sorry to learn that this was not the experience ******* had and have investigated the customers concerns.The customer has been presented with the option to redo the space in their preferred color with a $500 discount or offered a $500 discount toward a new space. On 01/10/2025, there was email communication between the customer and her designer surrounding the final details of the two spaces being designed. The customer emailed the designer confirming that they would like ***** ******* in the pantry and Dove in the linen closet. Following this, the customer stated they were ready to place the order. On 01/14/2025, a work order was sent to the customer, which confirmed the pricing, color selection, and design details for each space. This was signed off by the customer on 01/15/2025. Installation took place on 02/25/2025, and a signature was provided by the customer following the completion, signing off on the installation. On 02/28/2025, the customer emailed the designer that the Dove finish in the linen closet was not the color she requested. The designer apologized to the customer that she was not satisfied and provided the option to redo the space in their preferred color with a $500 discount or, alternatively, offered a $500 discount toward a new space. The customer was not satisfied with these options and asked to speak to management.The sales manager spoke with the customer via phone and provided an email to summarize on 03/03/2025, which was the next business day, and confirmed that those are the only available options.   The customer is requesting a replacement at no cost or a full refund for the linen closet. The finish color installed was what was requested via email and signed off on in the contract. Understanding that the color choice was not what the customer intended, a discount was offered should she decide to move forward with a replacement. 

  Customer Answer

  Date: 04/15/2025

  What the company is proposing is not acceptable. I paid for a job that was botched up by poor sales service. I was never shown any color samples by *****, we strictly communicated that I selected the one of the two colors used in job 1. The color I received is not either of those colors. I have zero confidence hiring California Closet for any further work and would not pay $1300 more for them to do what was intended through discussion.

  As a customer it is not my expertise to know the product colors and names. Again if the sales person did her job and pointed out the name is not the same color as job 1, this  would not have occurred.

  The resolution is not fair and I am requesting my money back or replacement with the color that was communicated during discussion with the sales person.

   

  
  

  

  Business Response

  Date: 04/21/2025

  We have been in direct communication with ******* and have come to a solution to offer a full replacement of the system. We apologize for the miscommunication and are grateful for the opportunity to make this right. 

  Customer Answer

  Date: 04/27/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  ******* ********
  
   
  

• Initial Complaint

  Date:03/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased closet systems for my entire home years ago - all of which is 100% guaranteed for life. Two areas of the closets system have developed de-lamination of the material exposing the bare wood. I have contacted customer service 5 times over the past 6 weeks but have received incomplete responses with no commitment to fix or inspect. Calls and emails have now gone unanswered and it is my view that the company has no intent to fulfill their warranty. I would like an immediate response and resolution to this pending matter.

  

  Business Response

  Date: 03/19/2024

  A request was filed through our ************************ on February 13 which was then forwarded to the local office on the same date. On February 16, a service request was created by the local office and the material was ordered on February 17. The local office has been in recent communication with the customer and have scheduled a service for March 28th. This complaint has been reviewed by the location and they have contacted the customer to ensure all concerns have been addressed.

• Initial Complaint

  Date:12/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased my closet unit in 2021 with the understanding that if there were any issues with my system, the company would fix it under the warranty. I have since reached out multiple times to them for assistance to no avail. I get the run around about issues that should be quickly resolved. The customer service and time responses are abysmal. I cannot even get an outside contractor to look at my system because it would void my warranty, but California closet is not reaching back out or making steps to try to resolve the issue. I dont trust that this company will keep their word and honor their contract with their closet systems. When trying to escalate the issue, they just tell you that they will get back to you. Thoroughly frustrating !

  

  Business Response

  Date: 01/09/2024

  A repair request was filed through our ************************ on December 16th which was then forwarded to the franchise location on the 17th once additional information requested was received by the customer. The Customer followed up on December 19th as they hadn't received a response from the location. The location was in contact with the customer where photos were exchanged and a  repair date of December 29th. was set. The location has confirmed that the repair was completed and the customer has been followed up with who has indicated Satisfaction with the repair. This complaint has been reviewed with the location to ensure that timely response and follow up is provided with customers even during the holiday season. 

• Initial Complaint

  Date:10/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Please see upload titled "Timeline of events related to contract between California Closets and myself.pdf" for details.In short summary, I entered into a contract for three projects totaling $11,537 with this business on 2/8/23. Ultimately, it took 6 in-home visits (not counting one visit that was cancelled by the business 40 minutes into the arrival window) over a 7 month period and multiple revisions to fix errors associated with incorrect manufacturing of the contracted product and other delays. During this time, I paid a total of $8663 of the full contract.When attempting to agree upon the final balance and compensation for this significant inconvenience (arranging 7 visits--many involving a 2-hour arrival window, hours of time spent on e-mails/phonecalls) a manager offered a 20% refund. We verbally (e-mail) agreed on a 20% refund but the dollar value calculated/offered by California Closets ended up being less than 10% of the full contract. The company states the 20% was only based on a sub-portion of the full amount. I have asked for the full value of the contract to be taken into consideration to calculate the 20% refund since my money has been tied up for the better part of a year and because of what I deem to be an unreasonable amount of delay/error.

  

  Business Response

  Date: 10/16/2023

  This customer installed 3 spaces with us. One space was installed without any issues. A second space was delayed due to a missing component from one of our suppliers (which was out of our control). On the third space, we acknowledge there were issues, and we deeply apologize. The customer was offered a 20% discount off that third space, as we understand and empathize that the customer was negatively impacted.  Unfortunately, this customer is requesting 20% off the entire project (all three spaces). This was never discussed, offered or warranted. Again, we apologize for the customers inconvenience, but the discount we've offered is fair and compensatory with the space under discussion.

  Customer Answer

  Date: 10/16/2023

  The second space the business is referring to is a set of closet doors.  This reply fails to recognize that once the closet doors were manufactured and delivered for installation (the first time), the installer advised that the doors had been incorrectly manufactured to the wrong size and would need to be returned.  This led to another delay (over 2 months) before the correctly sized doors were built and installed correctly.

  Regarding the 20% refund I had requested, here is documentation from the business regarding this request:

  California Closets 9/13 e-mail: "As a company we have a fairly strict policy on compensation not exceeding 10% for major installation errors or issues. . . .Given all the issues encountered on your job, I am able to extend you to you a 15% credit ($862.20) which we will deduct from the balance due."

  My reply 9/22:  "In terms of the final cost, I candidly don't think the 15% reimbursement goes far enough. . . .In my previous e-mail, I had suggested that a 20% reimbursement won't give me the true value of my lost time spent on this project, but it would be sufficient for me to walk away feeling as though the company took my complaints seriously and then compensated me congruently."

  California Closet reply 9/26: "No worries and thank you for your thoughtful response.  I went back to our team to discuss and relayed your sentiments.  We all agree that your situation deserves more consideration, and we will credit your balance due the 20% ($1,149.60)."

  Note that this figure only pertains to one of the two errored projects.  I would be willing to accept a 20% reimbursement amount that takes into account the cost of the two errored projects.  I accept the one of three projects was done correctly the first time and was not delayed.  Currently they are only offering to reimburse one of the two projects that had errors and months of delay which I don't think is fair.

  

  Business Response

  Date: 10/19/2023

  We fully acknowledge that this customer did not receive the ideal ******************** experience -- which includes excellence from our people, our product and our process. Again, we apologize for any distress that we caused, but have offered the only resolution that makes sense to our business. 

  Customer Answer

  Date: 10/25/2023

  There appears to be agreement about the compensation for one of the two errored projects but the business continues to lack what I believe is appropriate accountability for the second errored project.
  
  The reason I do not accept the final response is because the 10/16 business reply inaccurately implies that only issues out of [their] control led to the delays with the second project and the 10/19 reply does nothing more than to offer repetitive apologies and refuse to do anything else.
  
  I signed my contract on 2/7/23 and am able to understand that supply chain issues may have contributed to a delayed installation date for the second project on 5/31/23 (over 3 months).  Im also able to understand that a last-minute employee emergency on the scheduled 5/31/23 installation date led to another delay of the second project until 6/9/23.  However, when the company finally arrived on 6/9/23 with a product that was manufactured incorrectly/didnt fit, needed to be remanufactured, and then wasnt correctly installed until 8/22/23, I reject the suggestion that this was an issue out of [their] control.  I also note that the errors with this second project happened in conjunction with the manufacturing/installation errors associated with the first project that required 4 separate visits to resolve.  Yet, the company continues to state that only one project deserves compensation.

• Initial Complaint

  Date:09/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  1. First transaction July 11, 2023, $5,192.50 2.Second transaction August 29, $5,192.50 3. Third transaction September 1,2023, $632.00 4. As of today(September 26, 2023) we have not received hardware for the tools in our garage. We were promised by the sales manager, **** they would be here in 3 weeks. It was then I paid the second and third transaction. It is now into the fourth week. And it's the only hardware that fits their system. Initially they would not give me prices for the hardware. After 2 days of pressing, they finally sent pictures of the hardware and prices. I did not know how I could pick a product without the prices. They were extremely expensive. One hook we felt we could not afford was $95.00. We were told their vendor is TAG Hardware. We have spent $632.00 on just the hardware. And $10,385.00 on cabinets.5. We were told by our sales consultant they have yet to ship to the vendor. Where they will ship them to us.6. We were told there is no ETA nor tracking number for the product.7. When I called **** the manager, this morning, I was put on hold. Then told he was on the other line. But "someone" may call me today. However they could not assure me it would be today.8 We just want our product. Especially after spending $11,017.00. They have all this money and we do not have the hardware.Thank you,*************************

  

  Business Response

  Date: 10/10/2023

  The issue was resolved to the customers satisfaction.

  

  Business Response

  Date: 10/10/2023

  The issue was resolved to the customers satisfaction.

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In February 2023, I contacted California Closets to design and build a custom closet for my master bedroom. I was contacted by a designer, **************************** and we started to converse about the project. I had 3 separate spaces that needed work. In June, the 3 closets were set up and and there were problems with 2 of them. Despite multiple conversations about my needs, my master closet was designed to different specifications. ********* and a manager, *****, worked to resolve this issue and I was sufficiently satisfied, despite the errors. The other closet area, however, was another story. Despite multiple conversations to my exact needs and strict measurements by the company, the wrong drawer sizes were built in to the system. These drawers were not large enough to accommodate the purpose they were built (to hold bangle boxes). As a result, I did not have enough space for all of my jewelry. The company's solution to this was building more closet space in another area of my bedroom which was unacceptable to me. I contacted multiple people, my designer, the manager and another employee, *****************************. They all basically said they did their job and I had too much stuff and owed the company the final payment or I would be sent to collections. I made the payment, but the company has not lived up to it's end by delivering what was promised. I am deeply disheartened by the treatment I received when I approached all of them regarding a resolution. $22,000 for a custom closet comes with the expectation that the company stands behind their work and designs. I have all the emails, texts and pictures to support my grievance and can supply them all if needed.

  

  Business Response

  Date: 10/10/2023

  The issue was resolved and billing was adjusted.

  Customer Answer

  Date: 10/12/2023

  The matter is not closed except that the company was paid in full for a product that was not completely delivered. The company considers the matter closed because they were paid and don't care about the false promises their representatives promised and failed to deliver on. 

• Initial Complaint

  Date:08/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a total of 3 walk in closets on 3/31/2023 and they were expected to be installed the first week of June. It has been already 2.5 months past the completion date and still cannot get a date by when the job will be completed. The company draft the contract in such a way that the buyer has no right to anything and I could wait for months and months with no completion date.

  

  Business Response

  Date: 09/11/2023

  I did read the complaint and conducted the research. We have now resolved the situation to the customers satisfaction.

   

  *******