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

  20466 Corsair Blvd Hayward, CA 94545-1004

  
• 

  Closet World

  2460 Ash St Unit A Vista, CA 92081-8424

  
• 

  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:12/23/2022

  Type:Order 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.

  Closet World
  XXXXX ******* ****
  ******** ** XXXXX
  
  Account- XXXXXX
  On March 28, 2022, I signed a contract with Closet World to install 5 room organizers for closets. I paid them ****** the install date was set for May12, 2022. On May 12, 2022, Closet World Installer arrived with product and the following discrepancies were identified by him: No product installed.
  * Product arrived no backing for the units
  * Office Closet - No Closet Unit delivered
  * Laundry Room - Measurements were incorrect, and the Unit came in as a closet setup and it should have been garage setup.
  *Bath Wall Unit - Measurements were incorrect, length 10 inches to short
  *Wall Unit Optional Room - Measurement incorrect, width to short (back wall)
  *Master Closet - Measurements incorrect - height to short
  Manager scheduled another install date for June 30, 2022. On June 30, 2022, Installer arrived same discrepancies No product installed.
  I called the office and was told I had to speak with Operations Department Manager, ****. I called multiple times and to be transferred at least 3 times to be told someone would call me back. Calls were made several times in the following months: July, August, and September; however, Closet World unresponsive.
  On 10/20/2022, I spoke with ******* and he stated **** is no longer employed with Closet World. ****** agreed to cancel the order and refund my deposit of *******
  On 11/01/2022, I called Closet World and was transferred 3 times to various departments, reaching a customer service representative. I was told someone would call me back. On 11/10/2022, I received a call from ******, Sales Manager, and he agreed to cancel my order and he stated the process would take about 7 days.
  On 11/22/22, I called customer service, again transferred four times, finally representative stated ****** is out in field, and someone would return my call. As of December 20, 2022, I have not received a call from anyone from Closet World or a refund of my deposit of *******

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 5, 2023/01/03) */
  this contract has been cancelled and all money was refunded on 12/30/22
  ******* confirmation # XXXXXd
  ******* confirmation # XXXXXD

• Initial Complaint

  Date:12/21/2022

  Type:Customer Service 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 have been working with ************ from closet world to get my down payment back the total amount due is $ *******. My client # is ******* It started with the doors have not came in and it would take about two more week to get them this happen is Aug 2022 . Now after trying to resolve this calling over 10 times + the employee would say the manager are in a meeting , someone will call you back by the end of days. Now it is Dec. still waiting on that phone call back from the management team. I was promise in Nov 2022 by ************ the Sale person if I don't receive my full refund by Thanksgiving Day by mail he would hand deliver it too me in person. This company seems like a big scam I have still never received any of my full refund back.

  Business Response

  Date: 12/22/2022

  contract was cancelled & money was refunded to **** on file

• Initial Complaint

  Date:12/19/2022

  Type:Order 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 placed a ***** down payment for a closet solution from Closet World in ***. They called me to informing there was some issues with my order and that a manager would contact me and that the order would be delayed in ***** I've called them every few weeks since and never get a call back and get told that a manager would call me. I would like to get a refund.

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/23) */
  Contract will be cancelled & money refunded to our client we do apologize for the inconvenience

• Initial Complaint

  Date:12/19/2022

  Type:Order 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 hired closet world to do our pantry and 2 closets. Paid half of the total purchase price of ****** Installation was supposed to be on December 6th. But when installer arrived they said measurements were wrong and decided to postpone cancellation pending repeat measurement.
  The designer went out to measure again on December 9th.
  Since December 9th onward, we have been initiating calls, emails to Closet World to get an update. And was perpetually given the run around each department pointing blame in who needs to fix it or where tye hold up is.
  Today December 19th, we called again. Same answer, NO UPDATE and NO PROGRESS.
  
  We want our money back or get N immediate installation this week.
  They have instill so much stress in us with their careless delay and nonchalant non- answer to our every query. Our house is a mess since we had to take off our items from the closets and pantry.
  
  The holiday is approaching and we are left with a big mess.
  
  Would appreciate your assistance

  Business Response

  Date: 01/20/2023

  Business Response /* (1000, 5, 2022/12/22) */
  a new installation date has been set for 1/4
  
  
  Consumer Response /* (3000, 7, 2022/12/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We
  Demand a refund. 1/4 is not an acceptable date given the grievances closet world has caused. We demand a swift refund.
  
  
  Business Response /* (4000, 9, 2022/12/29) */
  revision was received district manager ***** spoke to client they agreed on date of 1/4 new product was manufactured. client later called and said he wants to cancel and receive a refund, manager told him we can not cancel and job will be placed into pending until client is ready
  
  
  Consumer Response /* (4200, 11, 2023/01/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  ***** called us and basically harassed us on 12/29/22. We told him that we canceled our order on 12/20/22 after giving closet world a chance to rectify their mistake on 12/9/22. We have email proof of the cancellation on 12/20/22. When ***** called on 12/29/22 he basically said even if you get *** involved THERE IS NOTHING THEY CAN DO ABOUT IT. ***** does not have an inch of respectful demeanor or even any attempt to make up for their mistake. Even ****** in sales said why would he even call you if cancelation is already being processed. So to the management pf Closet world be aware how ***** treats customers
  
  
  Business Response /* (4000, 15, 2023/01/19) */
  We do understand that our client wants to cancel: how ever we did a revision our client approved, a new date was set, the revision was sent to the factory and manufactured then our client called the front desk wanting to cancel the contract and mailed in cancellation. Client can only cancel within the 3 day right and unfortunately since the product was cut 2x the contract can not be cancelled. we are more than happy to set a installation date that works for our client. We do apologize that our client is so upset and we are willing to work with the client to make this happen
  
  
  Consumer Response /* (4200, 17, 2023/01/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  When we called closet world on December 29th to confirm cancellation status from December 20th. The person we spoke to ********** ***** AND ****** says there was nothing on production. At this point we feel that we are being forced to do business with a company who is actually power tripping and keeping us away from our money. They messed up and the terms to make up still is on their terms? Not the customers? How is that making it right? By forcing us to move forward with them where we DO NOT TRUST THEM TO LET THEM BACK IN OUR HOME. DO THE RIGHT THING IF YOU HAVE ANY RESPECT LEFT!

• Initial Complaint

  Date:12/09/2022

  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 set up an appointment for an in house visit to receive a quote for a custom closet. The appointment was for Thursday afternoon, and I signed a contract for the proposed closet design. The total cost was ****** with half being paid up front ($105 down payment and **** 1st payment), with remaining half paid upon installation. The contract also states that I have 3 business days to cancel my order to get a full refund. The appointment was on Thurs ******** and I sent a signed form to cancel the order on the following Tues **** (next 3 business days: Fri, Mon, Tues). I was sent an email confirm that it was received but did not hear back after. I called both the warehouse and sales office several times, and was told that my message would be passed **** the sales manager, who would call me back. I never received a call back, and every time I called after that, I was told that he was not available and (again) would call me back. I only want to receive a refund for the half that I was charged but have not gotten any email responses or phone calls back.

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 8, 2022/12/28) */
  did the client send the cancellation by email? if so can they please forward the original email showing the date sent to *************************** and i can forward to a sales manager and look into this for you

• Initial Complaint

  Date:11/29/2022

  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.

  The designer ****** did not disclosed nor was helpful in resolving the issues after the contract was signed.In all the contract/s total $8500 and change.We were told (1) to remove and patch existing shelving which we did but were not properly informed that our based boards would need to be removed. We were told, "I suggest notching so your house keeps value" When the installer came out, he had to cut into the baseboard or we would lose closet space. (2) We would NOT be charge for the project until four months after the completion of the project, SURPRISE! it's been three weeks and the first bill just showed up. (3) They canceled the first installed date due to a ridiculous excuse and when we tried reaching out to the manager, we literally were on hold for three hours. To date, we have not been reached out by a Sales Manager. The installer did a great job but the business practice and their business ethics are sub-par at best. I wished I would had checked the reviews before giving this company my business.

  Business Response

  Date: 12/15/2022

  Clients contract is for $2519.00 only the 20 % down has been charged. The balance is to be financed and that will not be run until after the installation is done and signed. we are scheduled to go back on 12/29. We do sincerely apologize for the inconvenience and mis-communication that was caused

  Customer Answer

  Date: 12/16/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The amount being claimed is for the second project, the first project already completed is for ****ish. I paid 20% up front for that project as well but that's not the issue. I was told I would not pay for the project for four months. I spoke to a manager and he said, "let me check with accounting but I'm new here so I don't know"

  Business Response

  Date: 12/19/2022

  Your finance balance has not been charged yet once your installation is installed we will process you will then receive paperwork from ***** Fargo then you payments will start

• Initial Complaint

  Date:11/27/2022

  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.

  The job was completed poorly and is unfinished. The base boards were ****** out and not ****** evenly so the closet cabinets were not flushed evenly or properly to the wall there are huge **** in the finished product which is ************* The manager ***** ** ** ***** was **** to me when I explained my complaint and stated he didn't see anything wrong and thought it was acceptable. Completely unacceptable to dismiss my complaint as common when the final product of the install is ********** and was poorly installed and ****** work.

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/12/02) */
  our manager will reach out to the client & resolve all issues our client is having we do apologize for the inconvenience

• Initial Complaint

  Date:11/25/2022

  Type:Customer Service 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 initially ordered our design with Closet World and were told that our closet design was a two-day install. So, I took off work, and Closet World came to my residence on October 14th, and they advised me at my house that they had brought the wrong materials and that we would need to reschedule. Additionally, the employee from closet world ******* gentleman ******* (XXX) XXX-XXXX) told me that he could install this closet on the side and charge me half price of what Closet World was charging me, I declined his offer; because the wife and I felt uncomfortable.
  
  After calling Closet World and complaining to Supervisor ****** X-XXX-XXX-XXXX, Supervisor ***** marked a new install date of November 7th, 2022; he apologized and told me he would tell his upper management to contact him and that he would give me a discount on the entire project. As of today, ***** or upper management from Closet World has yet to call me back. Installed the Closet World closet, however, we still need pieces of the wardrobe, and no one in management has called me back after multiple attempts to contact them. I'm ********** and very unhappy with service, comments from the ********** and my having an unfinished closet in my office.
  
  My order number: XXXXXXX

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 10, 2023/01/03) */
  Our manager ***** called & spoke to client he apologized for all the issues on the installation set up a date to deliver missing shelves and we are also giving a ******* credit back to our client

• Initial Complaint

  Date:11/19/2022

  Type:Customer Service 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 June 20, 2022 I signed a contract with Closet World to install 2 bedroom closets. I paid them *** ********* the install date was set for Aug 11, 2022. On Aug 11 they never called and never showed up, I called the office and was told the install was put on pending status. I asked why and was told only a sales manager can help me. I was told no sales managers were available after being forwarded 3 times the last rep hung up on me. I called back Aug 12 and was told no sales managers were available and some one would call me back. I waited 2 weeks and still no call I called again and got the same response someone would call me back. I called the install team on again on ***** and spoke to ****** whom transferred me a rep that said no sales manager was available and someone would call back. To this day ********** no one has called me back.

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 5, 2022/11/23) */
  we have called & spoken to our client & apologized for sales not reaching out and resolving the issue. we have cancelled the contract and a refund check will be mailed to client
  
  Business Response /* (4000, 15, 2022/12/08) */
  a refund check is being mailed today check # ***** $1118.00

• Initial Complaint

  Date:11/17/2022

  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.

  Client #: ******** We used Closet World (CW) as their designer *********** ***************************** spent ~10 hours to best design custom cabinet placement in my garage (and asking all installation questions), including specifics location (flushed against the walls), material, hardware, soft close hinges/glides, drawers, shelves, size, height, depth, width, etc for each cabinet/location.I was assured by Mo that the build out will be per the drawings as agreed (including the install timing). He fully understood my requirements. Order was $15K, deposit $7.5K & install date was agreed to Nov. 10 & 11.It was made 100% clear to me this will be completed on time to minimize disruption to our in-home daycare service.Nov. 10, CW installer Luis came and was aggressive in his tone and rude. The installer did not install the cabinets per approved designs thus impacting the purpose of "custom cabinets", and not flushing against wall.I called & texted Mo however, did not reply or returned call to discuss.Nov. 11, the same installer came for wall C.It was obvious they had no respect for my cabinets as they stepped all over them with their dirty shoes, scraping the finish.At 5pm the installers abruptly left without finishing the cabinets and leaving trash, sharp objects (screws, wood chips), debris, packaging, screws on the floor, and damaging my epoxy floor.I immediately called & texted supvr Diego and he did not answer or reply to my texts.As I thoroughly inspected what was left behind, I was in shocked, the NEW cabinets were damaged, dent, dings, deep scratches, wood cracking, chipping, and peeling, fading & blemishes, markings all over the cabinets.With this condition and outcome AND the fact the cabinets are not being installed as per agreed design, I cannot continue with CW, this needs to CANCEL since this purchase and product and service is not as described for what I was told and paid for.On Nov.11, CW charged the $7.5K balance eventhough project is still incomplete.
  

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 6, 2022/11/23) */
  Our district manager ****** is working with client to resolve issues: Client does have all material in his home and has also done a charge back for entire cost of the contract. We are reaching out again today to try and resolve
  
  
  Consumer Response /* (3000, 9, 2022/11/28) */
  The business has not reached out to me and is grossly providing inaccurate information.
  No on has reached out to me. Instead, I have been trying to reach out the CW designer this whole time. Also, I do not have ALL THE MATERIALS. The business needs to read my claim and statement. They need to come pick up the damaged installed cabinet frame from Wall C, There is nothing on Wall A and B since they cannot install per designed. Not to mention, the damaged cabinet frame they installed per my claim statement.
  
  
  Business Response /* (4000, 12, 2022/12/02) */
  Our manager will reach to client to resolve issues so we can move forward and complete installation
  
  
  Consumer Response /* (4200, 15, 2022/12/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No, I don't accept the business's response here!
  
  I want a FULL Refund AND Removal of damaged installed cabinets from my garage now! This business is grossly miscommunicating with me and BBB. Internally, they don't know what is happening. Their district manager "******" called me on Wednesday and said he understands the situation, and will process a FULL REFUND to resolve this and schedule someone to come and uninstall the cabinets from my garage. As of Friday, Dec. 2, I am still waiting for them to cancel the contract, process the refund, and pick up the damaged installed cabinets.
  
  More so, My credit card company shared additional information with me.
  Closet World ************ ****** my signature on the delivery receipt document. I plan to file charges under Penal Code *** ** (California Law)
  I did not sign any document because NONTHING WAS COMPLETED AS PER AGREEMENT AND DESIGN SPECS!
  
  This is fraudulent forged signature done by Closet World. I don't sign that way, nor did I initial anything at the time when installers came.
  Compare against my signature on the design contract. Luis the installer who appears to has fraudulently filled it out and Closet World have committed a felony by signing without any authority.
  
  I would never sign anything when knowing that the product was never installed per design and good & services not installed and delivered as new condition. Also, left my garage with trash, debris, and damaged wooden shelves.
  
  
  Consumer Response /* (4200, 21, 2022/12/05) */
  Hi,
  
  Why was this closed? The issue is still pending.
  
  Please reopen this case.
  
  Thanks,
  -**. ***
  
  
  Business Response /* (4000, 25, 2023/01/03) */
  money was refunded and account was cancelled