Complaints

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

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  Closet World

  3860 Capitol Ave Whittier, CA 90601-1733

  
• 

  Closet World

  2460 Ash St Unit A Vista, CA 92081-8424

  
• 

  Closet World

  20466 Corsair Blvd Hayward, CA 94545-1004

  
• 

  Closet World

  6680 Surrey St Las Vegas, NV 89119-3928

  

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:05/06/2025

  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.

  3/18/25 I signed a contract and gave a deposit of $1816.50 for a closet. It was to be installed on 4/18/25. I never received a call with the estimated arrival time the day before, when I called to find out when the installers would be arriving I was told I wasnt scheduled due to a manufacturing issue, but couldnt be told what the problem was, I was also told that I had been notified of this issue that previous Monday. I told the person I spoke to that I had not been contacted and that I taken the 18th off work. I was transferred to the *********** where an urgent message to management was sent. Mid afternoon on 4/18/25 I hadnt received a call, I placed a call to my sales **** who sent me a text that she would try to find out what happened. At 1:52 I called the install department and was given the # to the sales department, I was told to ask for **** Bendigo the *********** Manager, I left a message and was told I would receive a call. I then called my sales **** who told me she had sent a text message to management after I called her and she told me she would call again to have an urgent message sent. I never received a call that day, so on Monday, 4/21/25, an email was sent to ******* *******, another sales manager regarding my situation. On 4/21/25 that evening I received a call from **** who told me that his notes said that I was called twice, and was I advised of the construction issue. He offered another way to construct the shelf and said he would send the sales **** back out for me to sign a new contract so that the closet could be completed and installed asap. I was upset that the sales **** lied stating I had been advised of the issue, I told **** I was cancelling the contract and I wanted my deposit back, he agreed and said it would take 2-3 business days to go back on my credit card. By May 2nd I hadnt received the refund, so I sent an email to both **** and ******* and still havent received a response to the email and I still dont have a refund.

  Business Response

  Date: 05/20/2025

  we have called & spoke to our client: job has been cancelled, and funds have been refunded back to our client on 5/20/25 

   

• Initial Complaint

  Date:05/05/2025

  Type:Sales and Advertising 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.

  Total nightmare I had a Designer ******* come out to his IMI Closet based on images I had shared with her, not only was a closetbuilt too high so that you could see the drywall above the mirror that I had installed, but they also built a 5 foot tall island in the of my closet so ridiculous. The image is I shared with her were obvious that I wanted a low seating island. They refuse to take any responsibility fortheir actions Because I had approved the measurements bad business. I recommended a friend and he had the same problem.

  Business Response

  Date: 05/19/2025

  Our manager has reached out and we have processed a credit of $2000.00 back to our client and client will keep unit as is . We do sincerely apologize for the inconvenience

• Initial Complaint

  Date:05/05/2025

  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.

  March 2025 I called closet world -************** - located in ********. My first question was can you look up my name and address to verify they were the ones that installed our closets back in 2002, sure enough our current address and our previous address came up in their system. I scheduled a consult for March 27th 2025. The consultant came out my husband and I showed her our closet in the master bedroom and explained what we wanted which was more jewerey draws, and shelves and we talked about a center island. The Consultant made multiple calls to her manager in the office and then drew up the plans, we decided to hold on the island for the time, we signed for the other stuff and gave her our credit card, she charged $114.90 and the April 1st 2025 another charge of $454.60. Per the contract install was to be 4/4/2025.on 4/22/2025 after several calls they came to install, I had emptied my closet and prepared the closet for install. The guys installing came in and measured and said that the consultant had measured incorrectly and they could not install so he called his manager ***** (rude and nasty man) ***** could not care less about the measurements he immediately went on a ***** about these were not their closets and they cant do the work !!! so they left. I call ***** the regional manager who never returned my call. 4/28/2025 I got a call from **** *****, he said they were not the original installers of our closet and that they could not do the work and they would give us our money back. To date no money has been returned. The bigger issue is we cannot add or remove any part of our closet with another company if we want to change something everything has to be ripped out and started fresh! Our closet is msassive and the cost would be extremely high, we hwere never notified when we installed the closets and these are closet world closets

  Business Response

  Date: 05/05/2025

  Contract was cancelled $114.90 confirmation # *****G on 4/30 & $459.60 confirmation # *****G on 4/30

  although the client has done several jobs with us none were done in african walnut the installer checked the product, and it was not something we installed it's not our product

• Initial Complaint

  Date:05/01/2025

  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.

  On April 22, 2025 they came and installed my closets and it was not the design I asked for. The only issue was the depth of the closets. I asked for the depth to be "flush" with the closet. I called Closet World and my designed right away to discuss this and they kept saying that this is the standard depth and what I signed off on. I specifially told my deisgner several times I wanted it flush with the closet and he said ok. After my dissatifaction, my deisgned left my a voicemail, saying "we never discussed depth." If we never discussed it, then why is it ok to decide depth on your own, instead of calling and double cheking? I called Closet World and asked them to come fix this and the regional manager said it was going to cost me more. I either want to be reibursed for the closet and they can come back and get their materials, or I want them to come fix it at no addiontal cost.

  Business Response

  Date: 05/05/2025

  job was installed 100% per contract: client signed for 12 and 16 depths (on contract and design) if client would like to change out the panel depth there will be a charge to change out . 

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23274518
  
  I am rejecting this response because:

  I trusted the designers word when I told him I wanted my closets the same depth as the built in closet, me signing off on 12 inches doesn't mean that I knew the closets were not going to be deep enough. The designed left my a message saying him and I never discussed depth so he went with a standard size without my approval. I was very clear about the depth that I wanted the closet. 

  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 05/07/2025

  we do understand but unfortunately the designer is not saying the same thing as the client we will be more than happy to change out to a deeper panel, but we cannot do for free  we will give a discounted price if client is still interested

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair 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.

  I placed an order for a closet design work with closetworld on 03/11/2025. I cancelled the order on 03/13/2025 that is the appropriate days given by ClosetWorld to cancel transaction . I cancelled the transaction due to the material (particle board ) used by Closet World. I explained them the reason why I cannot have the particleboard material In the closet they were planning to work on . I sent them the cancellation form to the email given in the cancellation form . I called them a few times and I was told that I was going to receive my refund soon. According to the information for refund online I read, it will take ***** days to get the refund .

  Business Response

  Date: 04/21/2025

  contract has been cancelled and a refund check in the amount of $1043.50 will be mailed to client 

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23216634
  
   I accept the response from the business (Closet World)   BUT  I would like to keep my case open until I have received and successfully deposit the refund check from  Close World.  I called **************** ********************** before and the business previously stated that they would send me the refund and they did not send it.    Given their past assurances that were not fulfilled, I am concerned and I would like to keep the case open until I actually receive the refund.   
  
  Sincerely,
  
  ***** *********

  Customer Answer

  Date: 05/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Just wanted to let you know that I received the refund  check from Closet World.

  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:04/08/2025

  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.

  We contacted Closet World in December to design our closets for the new house. When they sent the designer, ******* he seemed to be very knowledgeable, so we trusted him to measure everything accurately. We signed the contract the same day, but the next morning, we decided to change the color of one of the units. After speaking to the designer again, he stated that since we were still within the 3-day period, he could make the adjustment, so we agreed and paid the difference.They came to install the closets two weeks later, and the majority of the measurements were incorrect. Additionally, the unit we changed the color on came in white. After speaking to ****, the supervisor, he apologized and made big promises to correct their mistakes and provide freebies as compensation for the inconvenience. **** admitted that the designer was new and inexperienced, which led to the mistake of not submitting the contract with the correct color on it.I had to chase him down with multiple texts and calls before he got back to me with new installation dates. They came back again to install, but again, the measurements were incorrect, and the color of the other unit was also wrong. After several days of texting and calling ****, I contacted the customer service department and requested to speak to ****** manager. They transferred me to him. Now, they are refusing to fix the issue caused by their incompetence or even offer a refund. This whole experience has been nothing but a big headache for us.

  Business Response

  Date: 04/11/2025

  job is installed 100% per plans that the contract signed: client wants to change depth (at no charge)

• Initial Complaint

  Date:04/03/2025

  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.

  I recently had a consultation to redo two closets in my home but couldnt proceed due to personal reasons. I called to cancel, acknowledging I had missed the 3-day cancellation window and understood there would be a penalty. I was told I could still cancel and receive a percentage of my deposit. I submitted the cancellation paperwork and was informed Id be contacted within 10 daysno one ever reached out.Ive called multiple times and keep getting the same response: Management will contact you. However, I have not received any calls or voicemails. Today, the sales agent contacted me, asking how I wanted to proceed and stating I needed to pay the remaining balance. I informed her I had already canceled, but she claimed I couldnt, saying it was illegal.This contradicts what I was previously told. Nowhere in the contract or on the companys website does it state that missing the 3-day window results in forfeiting the ENTIRE deposit. It was also never explained at the time of purchase. Additionally, the sales agent mentioned that a portion of her paycheck was missing and implied that my cancellation impacted her pay. I found this highly unprofessional. I should not be pressured or misled into proceeding with a service I no longer want. I am requesting a resolutiona full refund per my initial conversation with the company and a formal acknowledgment of my cancellation without further payment demands. I am requesting a full refund since I have been met with nothing but resistance when trying to cancel my installation. To this day, I still have not received any information regarding my cancellation. This overall experience has been stressful, and i will never use this company again.

  Business Response

  Date: 04/03/2025

  Clients contract was signed on 2/11 for $3574.00 client applied for finance through **************** however was not approved for enough so job was placed into a pending status client is past their 3 day right to cancel contract, client is allowed to cancel after the 3 day right however they forfeit 50% of contract.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23156780
  
  I am rejecting this response because: I still have not received or heard any information regarding this refund. I also verified my credit card statement, and no funds have been returned to my account. Again, I have not heard any information from this company regarding any refund rather full or partial payment. I have been calling and sending emails to no avail. I also have records from my phone company of me reaching out and contacting them *** my refund but no incoming calls from them to even inquire about the service refund or not. I started to archive emails that I begin to send daily to Closet World for reference and proof of no contact. NOTHING has happened. I also re-verified before I replied to this message and no funds have been returned to my **** credit card account. Also, I acknowledge the fact that it was well passed the three-day cancellation when I contacted Closet World for cancellation. The agreement was signed by me 11 Feb 2025 and cancelled by me 24 FEB 2025. I was told that I would receive news within 10 days concerning my refund (also listed in their policy), but nothing, I had to initiate the calls. If I am being held accountable (losing half of my money for forfeiture of contract) then why should they not be held accountable for doing the same (not honoring the 10-day timeframe).  the date is now 3 APR 2025 and still no refund. This treatment (no contact) and the aggressive behavior and borderline threat from the sales agent is the reason I am requesting a full refund to my **** credit card. These are the why I am rejecting this response.  
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 04/11/2025

  Client is past their 3 day right to cancel the contract, no refund will be issued. Job will stay in pending status until client is ready to install 

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23156780
  
  I am rejecting this response based off your previous responses and the fact that even still no contact has been made to myself about this issue. This is the only contact t that i have had with this company via this messaging system. AGAIN, no one has responded to any emails or returned my calls. Please also stop with the propaganda that I applied for credit with **************** that was not approved. This is incorrect. I NEVER applied for any additional credits with **************** per the conversation with your sales associate, the plan was always to pay out of pocket. Please don't try and paint the narrative that my credit would not be approved. Again, per your previous statement I should at least be receiving a refund for 50%! This is sad and a terrible way to do business. As stated previously, I have a log referencing all the time that I have reached out to this company for ANY information and update in reference to my account! I HAVE HEARD nothing. This saga will continue even if I have to take it a step further and go through media. I am not understanding why NO ONE has STILL not contacted me. It has been almost three months. I DO NOT want ANY service or further dealings with this company. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/03/2025

  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.

  Date of Transaction: March 1, 2025 Amount Paid: $163.30 Sales Representative: ******************** Contacted: March 8, 2025 Person Spoken To: **** Bendigo Complaint Summary:On March 1, 2025, I met with a Closet World representative, ******, for a home consultation. I had worked with her previously and was happy with her service. ****** informed me I had three days to decide on moving forward with the project, but due to unforeseen financial hardship, I was unable to proceed. ****** assured me that my deposit would be refundable as long as I signed the right-to-cancel document, which I did.Following her instructions, I contacted Closet World customer service on March 8, 2025, to cancel the project and request a refund. The representative assured me that I would receive a refund and explained the next steps.After four weeks with no update, I contacted Closet World again and was eventually connected with **** Bendigo. I was told that I would not receive a refund and was blamed for signing the contract, despite the previous guidance I received from ******. The conversation was disrespectful and dismissive, and I was left feeling belittled and ********* a parent dealing with unexpected financial strain, this experience has added unnecessary stress. The lack of empathy and inconsistency in communication has been incredibly disappointing.Desired Resolution:I am requesting a full refund of my deposit for services that were never rendered. I did not receive any product or installation, and I acted in good faith based on the guidance of Closet Worlds own representative.Thank you for your time and assistance in resolving this matter.

  Business Response

  Date: 04/15/2025

  Unfortunately, we cannot cancel the contract and refund the money client is past their 3 day right to cancel the contract. 

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23156180
  
  I am rejecting this response because I am unsatisfied with the way their employee informed me I would receive a refund. Closet world took my money under false pretenses and clearly refuses to acknowledge their mistake they made. This is an unacceptable practice where it seems I was targeted in order to further their business and check a number. I have received no acknowledgement from anyone and no sense of care for my situation. 

  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/16/2025

  We sincerely apologize for the inconvenience the contract ****** states that the client has 3 days t cancel and receive a refund. It is hard to determine when it was not put in writing, we do apologize for the inconvenience 

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23156180
  
  I am rejecting this response because at this point it seems that Closet World refuses to acknowledge their employee gave me their word, which clearly means nothing. I do not want an apology, I want my money back for services that were not received! Why are they keeping a deposit when their employee informed me I would get it back? Why are they keeping my money when there is no intention to move forward?

  Id like to know if I was lied to? Is this their business practice to bait and switch customers?

  Losing that money puts me and my family in a financial hardship. And again, their employee assured me I would get it back. 
  

  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/18/2025

  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.

  On July 16, 2024, Closet World installed three closets in our home. The main one in the bedroom was designed by Closet World for the master bedroom. When we went to hang our clothes in the closet, the top rack for the shirts and the rack below it are too short to fit shirts and the pants. Even when slacks are folded on the hanger, they drag on the ground. We had to remove the shoe rack at the bottom for them to fit. The tops still dangle ontop of the pant hangers. The longer "dress rack" also drags the dresses on the ground. Long sweaters are dragged on the ground. I called the installation department in ******* and spoke to a manager and he said, "what do you want me to do about it, it's not our fault that the design didn't work." I told him, that it is their job to know the measurements of a standard closet so that it does work. They are in the literal job to know and take full responsibility to make sure it works! He said he didn't have any control over what the designer did or didn't do. He also said, "these were installed over a year ago, sorry we won't do anything to help you." First of all, they were installed in July. We just finished the master bedroom and moved into the room this month. I am sorry, but that is an unacceptable answer. I spent way too much money for the quality of this closet and I want them to make it right. Come back out and redesign it, and not for an additional cost. Or if they can't fix it give me a $1,000 dollar refund so I can fix it myself.

  Business Response

  Date: 03/11/2025

  We apologize for the late reply, we were waiting to get a response back from our client before replying. We have called several times and have also sent an email to try and resolve issue client has not responded to either our calls or emails. We plan on continuing to reach out to client until issue is resolved.

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair 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.

  I had a sales person come out and give me a quote. Her and her manager were really trying to pressure us into booking. They gave us a slight discount for booking that day. We agreed. The contracts are not very professional. Its literally a yellow paper with drawings on it. First of all the sales girl messaged wrong so they came out to do the install and it was not correct. The installed redid the measurements and they still were wrong. They came back a second time and it looked horrible and did not fit properly. The installer also damaged the cabinet in multiple places with the screws breaking through and tried to cover it with paint. I called the company and told them I dont feel comfortable moving forward and just want it removed and a refund. They had someone come out and remove it and said I would get a refund right away. Its been a week and Im still waiting for my full refund they promised. The sales girl I was working with also ghosted me regarding all my issues and what not. Would really like someone to issue us our refund so we can figure out what to do with the holes in our walls now. I paid with check and credit card and want the full amount back on my credit card.

  Business Response

  Date: 02/17/2025

  We sincerely apologize for the inconvenience that was caused to you. Your contract was cancelled and $1114.00 was refunded back to the **** on file confirmation # ****** and $1114.00 a check was issued and mailed out on 2/13. We cannot put the entire refund on the card it has to be reversed the way it was paid. 

  Customer Answer

  Date: 02/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********