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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

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

If you've experienced an issue

Submit a Complaint

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:05/03/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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 put a deposit down for a walk in closet. My designer will not respond to calls emails to proceed, Ive contacted company over 8 times to asking for help a new designer. After many failed attempts I asked for my deposit back. No one will help me. Apparently no supervisors are ever available to assist

    Business Response

    Date: 05/04/2023

    This contract has been cancelled and a refund of $701.90was processed today 5/4 back to card on file: Confirmation # ******

    Customer Answer

    Date: 05/08/2023


    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:09/15/2022

    Type:Product 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.
    Contract was signed for a built in office and mudroom 8/13/22. On 8/22 we received a phone call from ******* saying that our install date was canceled and that there was as a measurement error with our project and they no longer had the finish. He said it never went to production. We had two choices, changing color or cancelling project. I made several attempts to call and cancel the order 8/31, 9/1 and 9/2. Each time ******* was out to lunch and I was told hed call back. We never received a call. On 9/2 the lady told me to write an email for the cancellation and that she would respond immediately. I waited several days and received no response back. No schedule for finishing the non canceled portion of the project. On 9/8 I charged back on my credit card since I did not receive what was purchased and the reason for the cancellation was on their end. Today I received a letter from my credit card saying that I was being charged the money again. I have still yet to receive information from CBD on when my project will be scheduled.

  • Initial Complaint

    Date:08/22/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Closets by design operates unethically and has poor business practices. In short, I worked with a designer on my closet who told me she could accommodate my design. I specifically asked if she could build out my design, because I had gotten 2 other bids for closets and the other companies could not. One of those companies is also part of the Closet by Design family. She assured me she asked and was told they could and I signed and made a down payment. After I paid, I was told they could not build my closets and sent revised design. I told them I didn't want the revision and I wanted my money back. they then said they could accommodate my design. We were told the install was set up for Sept 1. When i called to check on it, they said it wasn't set up and gave me a date a week later. I told them that date wouldn't work and they told me that they were moving things around on the schedule and that they would call me to move it up. They never called, when i called back a week later, they told me they can't move it up and now i would be another week. I asked if they could help me since it has been one mistake after another on their end. I want them to be investigated because I believe they willingly "sold" me design knowing they could not. I also would like it on record that their customer service is atrocious. I asked to speak to a supervisor for help, and the supervisor got on the line, didn't give her name, didn't ask what i wanted and went straight into saying that if she helped me, she would be inconveniencing other people. I asked about the inconveniences the company put upon me and she said it was a design issue and hung up on me.

    Business Response

    Date: 08/30/2022

    I first would like to apologize for the inconvenience regarding the design issue. Once it reaches our cut list department they determine if the design will work and unfortunately it could not work the way it was designed. There is no excuse if one of our employees was rude and not helpful with you and they will be addressed. If we do get an opening our client will be called before anyone else. Again we do apologize for the inconvenience

Closets By Design is NOT a BBB Accredited Business.

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