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:09/15/2022

  Type:Order 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 signed a contract on 7/22/22 for a master bedroom closet. At that time the contract was "pending" which would allow for changes. On 7/22/22 a charge of ****** was charged to my credit card. On 7/25/22 an additional charge of 938.60 was charged. On 8/5/22 I made a change to the contract removing one item, laundry room shelf. I signed a new contract and was told that I would receive a call from the manager to schedule my installation. I never received a call. On August 15th I texted the salesperson letting her know I had not received a call yet. The response was "my manager was supposed to reach out to you" "If you call the main number they can help you. I called and was told I would receive a call back from a manager within 24 hours. On August 22 I texted the salesperson again that I had called and I had not heard back. I requested to have her manager call me. The response was I'm not sure what their hold up is, I will let him know. I again called the 800 number, was put on hold for quite some time and then told she was going to get someone to assist in scheduling. I was on hold for some time then the person came back on the line and said she could not help me. She said "they" are aware of the delay but would not assist me with scheduling the installation. At this point I have no confidence in ever getting the closet installed and would like to request a full refund.

  Business Response

  Date: 10/05/2022

  Business Response /* (1000, 8, 2022/10/05) */
  I have reached out to client and left a voicemail to discuss cancellation with client

• Initial Complaint

  Date:09/07/2022

  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.

  My name is ****** ***** (client #: CWXXXXXXXI had an installation scheduled for 12 Aug 2021 at that time they said that the doors would be delayed. I was called several times by Closet World to schedule another project and when i asked when my first project would be completed they didn't know.
  
  Your company finally called me to schedule a time to install my doors on 27 July 2022, a full 50 weeks after the initial installation. When July 27 came your team missed the day. This led me to having to take more time off of work for another installation on Friday, 29 July.
  
  I would like answers on why I was never contacted with an email/ phone call/ letter saying there would be almost a year delay and what the company will do to make this right?
  
  Both sets of installers were professional and did outstanding work.
  
  I completed a complaint email and was contacted by a member of the closet world team and offered a **** credit, that's about ***** a day that your company took to complete this project. If I took *** days to make payment on this completed project I'm sure the penalty would be more than *****
  
  I look forward to hearing your explanation.
  
  Thank you,
  ****** *****

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 10, 2022/10/05) */
  We do sincerely apologize for the inconvenience of the long delay to get the doors installed. We order our doors from a outside vendor and when covid hit the doors (some more than others) were very delayed and unfortunately there was nothing we could do but wait for the delivery, several clients were inconvenienced due to this our client did speak to our supervisor and a credit of ******* was given

• Initial Complaint

  Date:09/06/2022

  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.

  Placed an order on: 5/13/22
  Canceled the order on 5/15/22 via email and a phone call. (prior to cancellation deadline of: 5/17/22)
  -Never received a refund
  Mid/Late June I received a call from them saying they were going to come out and install.
  I re-informed them cancellation and sent a copy of the 5/15 cancellation email. Since then I've called them 4 times trying to get my refund processed. Each time they ask to see the cancellation email. I send the email and I get a response of: "manager's not available, they'll call you back". I have never received a call from a manager, and my deposit still has not been refunded. I have the actual emails for evidence (.eml)

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/09/08) */
  Contract has been cancelled and money refunded back to our client we also spoke to our client & informed him of this

• Initial Complaint

  Date:09/06/2022

  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 put a **** deposit for ***** closet design that went wrong( they were about to installed when o noticed the wrong size,they agree to makeit rigt ( bigger siza)but honesty o dond feel comfortable, continue doing business with them .because they don't show me pictures of my design according to contract I loose my deposit if I canceled. But ididnt cancel.i just didn't accept the wrong item
  Ijust want,my deposit back.no more business with thos company.thete is no warranty.

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 8, 2022/09/22) */
  client has been called and a new installation date has been set for 9/29. We can not cancel the contract client is past their 3 day right

• Initial Complaint

  Date:09/01/2022

  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 was given a deposit of **** for a closet installation. On 2 separate occasions they failed to show up. Due to their poor customer service and relations, I canceled my order. No supervisor even bothered to address the issue and no resolution was offered.
  I contacted my credit card company and disputed the charge. When my credit card company sent the dispute to Closet World they responded saying the work had been completed. That is an absolute lie. No one from the company ever even showed up at my door. And again, no one from Closet World even bothered to address the issue of there having been a no show at my appointed time on 2 different occasions.
  My credit card company denied my dispute, which has since been reopened, because Closet World claims they completed the job.

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/09/08) */
  contract has been cancelled and funds will be reversed back to our client and they should see the credit with 3-5 business days. WE have also left a message for our client to confirm this

• Initial Complaint

  Date:09/01/2022

  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.

  August 29, 2022
  ******** ****** ****** ******** and ****** ******
  Closet World
  **** ******* ***
  ********* ** XXXXX
  
  Re: CANCELLATION OF ALL SERVICES ASSOCIATED WITH CLIENT NO. XXXXXXX.1/XXXXXXX.2
  
  Dear Closet World:
  This is a formal notification requesting that all services associated with Client No. XXXXXXX.1 and XXXXXXX.2 be cancelled and full refund returned. Initial date of contract was July 20, 2022, as of today August 29, 2022, Closet World has failed to provide services requested to our satisfaction and the mutually agreed upon design from original contract drafted by Ms. ******** ****** All materials have been removed and in the possession of Closet World personnel. As of August 29, 2022, no communication has been made to complete services to the satisfaction of the customer.
  Please confirm receipt of this letter by email. Thank you for your prompt attention to this matter. If you have any further questions, please feel free to contact me anytime.
  Sincerely,
  ********* and ******* ******
  (XXX) XXX-XXXX
  
  
  The above email was sent to Closet world, they have yet to reply to this or any other previous emails sent to them.
  
  7/20-initial measuring took place. not informed of 3days notice to cancel.
  8/4- installation attempt #1 left incomplete and done wrong
  8/5-spoke with several people in attempt to correct quality and completion issues. ****** ****** made aware.
  8/9- emailed ****** ****** regarding second attempt at instillation, no reply.
  8/10- spoke with VP **** ********* stated he would fix issues.
  8/19- installation attempt *** All Closet World materials from installation ** removed and installer once again had wrong measurements and was unable to install new closet.
  8/29- the above email was sent to the stated person and have yet to receive a reply. ****** ****** left voice mail for (******* ******), when we attempted to call back me he did not take our call and falsely logged in his system that he has spoken to me.
  Refund request *****

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/09/01) */
  this contract has been cancelled and all funds have been reversed back to our client they will see the refund in 48 to 72 business hours
  
  
  Consumer Response /* (2000, 7, 2022/09/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept this resolution pending refund from closet world.

• Initial Complaint

  Date:09/01/2022

  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.

  In early February 2022, I made an appointment for a consultation with Closet World. They called to reschedule for a week later. Again, I got a call to reschedule for a month later.
  On 3/24/22, I met with the consultant to have my closet doors replaced. I needed a three-track system with three 8' x 33" sliding panels. The consultant put together the contract, which had all the correct information, and we scheduled installation for 5/12/22. I paid a deposit ******** by phone while the consultant was there.
  On 5/12/22, the installer came in to measure first and told me that the company had ordered the wrong items-he had a two-track system and two doors in his truck. He put me on the phone with **** who apologized and said they would re-order everything, but it will take at least 3 weeks. He would call me when the order arrived to schedule installation.
  On 6/10/22, I called to find out the status. I was told the order had arrived earlier that week, although they didn't call me. We scheduled installation for 6/17/22.
  On 6/17/22, the installer came out and told me it was company policy to collect the rest of the payment ******* before installation. I had asked to pay once the job was complete. Instead, my card was charged immediately (they had it from the previous payment). Then the installer told me he had grabbed one of the wrong doors. He proceeded to put in the track system and the two doors that he had. **** at Closet World then called me to tell me that the installer hadn't brought the wrong door-Closet World had ordered the wrong one again. He said he would talk to his supervisor about compensating us for the two mistakes and long delay. He would call me back. He didn't.
  I called Fred 6/22/22 and 7/8/22, he said he didn't have the doors or an answer on compensation and would call back. Nothing.
  On 8/12/22, I called. **** no longer worked there. **** said he would look into it and get back to me. He didn't. I called 8/22 and 8/26 and left messages. Nothing

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/09/08) */
  Called & left message for our client today to apologize for the delays and no return calls. A manager will reach out to contractors wardrobe today to see when missing door will arrive he will then call our client and discuss credit and setting date

• Initial Complaint

  Date:08/29/2022

  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 signed a contract with Closet world on 07/16/2022, they came out to my home on 08/29/2022 days late because the mirrow that was going to be installed in one of the closets broke. When the technitian arrived to install our closets, the design for ************ room we were told they can not do, and we would get reimbursed. We told them No, the designer clearly said the design we wanted could be done and they once more said it was impossible. They told us they could reimburse us for that closet, I replied they need to reimburse us for both closets because the contract we sign is for two and not one. I can not have them do ******** room and not my daughters and they are in breech of contract and we need our money back, per **** at Closet World, that can not be done. The technician that went out to our home, smelled like weed and indicated this was not the first time this has happend and they have a habit of doing this to keep people's money. I want the money back that I put down and the money that I will spend to fix ******** closet since I was told to take everything out incoluding rods and so he can hang his clothing.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/30) */
  this contract is being cancelled. A refund check will be mailed to client within 10 days
  
  
  Consumer Response /* (2000, 7, 2022/08/30) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept the response and will obtain the receipt for the repairs needed.

• Initial Complaint

  Date:08/29/2022

  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.

  On May 29, 2022, Closet World provided information for remodeling our master bedroom closet by creating a more effective space utilizing Closet World's techniques and materials. On June 16, 2022, installers informed me that a ****** fee for hauling the dismantle materials or I could haul material myself. I telephoned the installers' supervisor to inform him that I was never told this, so he waived the ******* We were informed the original closet will be dismantled with minimal damage, and we can do "light touch up paint" or place a Back Panel for additional cost. To save money and believing the representative's ********** we elected to do the touch-up ourselves. The falsehood cost us ******* to repair our closet walls by plastering, texturing, replace damage dry wall and painting the damage areas. The installers said the walls did not allow for proper installation due to wasted or dead space caused by the original measurements. Supervisor said the solution was rescheduling for the modification of the project. To avoid more delay the installers modified the cabinets and completed the project. The hanging rods in the cabinets protruded too far from the cabinet that caused the clothes to hang half-way outside the cabinets. When installers left, we hung our clothes, but the metal hanging poles were not secure properly, so our clothes fell to floor and damaged the shelf and predrilled holes. The braces for the metal poles were not snug to fit inside the holes in cabinets. The *********** Supports were not wide enough to fit snug in predrilled holes. I had to buy wood screws to properly secure the poles and wider spoon shelf supports to fit properly inside the predrilled holes. The belt placement not complete, tie placement not provided. Closet World provided misinformation and incomplete information, poor measurements, damage walls costing ******** No gain of storage space and concept of gaining space is a façade. Cost of ********* too high for poor product

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/08/30) */
  Please see attached documents: contract was installed & completed and signed by client. The contract clearly states that there is no backing and no patch or paint. Client has not called our office to address any concerns, they have only filed a *** and tried to do a charge back for money paid. we will reach to client to try and address any concerns they are having
  
  
  Consumer Response /* (3000, 7, 2022/09/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I provided feedback via email to Closet World's survey Please and this was their response via email:
  
  Wed, Jun 29 at 1:05 PM We truly appreciate your reviews.
  We're sorry that we were unable to meet your expectations. We are committed to providing the best possible service to our clients and we asure you that this will be looked into further.
  Unsubscribe
  
  So they provided documentation addressing my concerns without a resolution; therefore, I filed with ***.
  
  
  Business Response /* (4000, 9, 2022/09/08) */
  Manager reached out to client and a survey has been set for 9/14 to address issues with client
  
  
  Consumer Response /* (4200, 11, 2022/09/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Closet World wants to replace their original installation with a new installation and I requested new measurements and diagram before installing a new closet in order to ensure a better fit.

• Initial Complaint

  Date:08/24/2022

  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.

  I had a designer come in on 7/12/2022 to design two of my closets. I had requested for less hangs and more drawers and shelves. Unfortunately the designer was constantly talking and probably nor paying much heed to my requests. Anyway he gave us a rough design without much explanation and we signed the contract. When we looked into the measurements later over the weekend it was obvious he could have gotten us a better design. I called Closetworld and requested to send a particular designer with whom we had worked earlier in 2021 and really liked the design, thr suggestions and the design. Unfortunately this was not the case this time and I had sunce then calling Closetworld to send the other designer for a change in design. One if the reps asked me to send the cancelation form to get the other designer scheduled to come in. I did send the cancelation form per her advice. I have been calling Closetworld almost everyday to get this sorted out and have the designer come in to rework on the design to make it more to our liking. Unfortunately no one called back...they had not canceled my contract....and almost forcing to go ahead with a project. Cancelation was not my choice. All I wanted was a different designer and have it redesigned to my liking. I am surprised Closetworld's customer service is so horrible. I want a full refund or have them contact me asap for resolution.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/30) */
  this client is scheduled for 9/6/22 and one of our call center girls just spoke to client today to confirm they are ready for installation and they confirmed. We will reach out today again to confirm this
  
  
  Consumer Response /* (3000, 7, 2022/08/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I want a design change and want the designer to come in prior to the installation to redesign. I a, not happy with the installation.
  
  
  Business Response /* (4000, 9, 2022/08/31) */
  This product has already been manufactured and it is too late to make changes to the contract
  
  
  Consumer Response /* (4200, 11, 2022/08/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have been calling for ever to make the changes. I am thoroughly dissatisfied and disappointed with closer world. I consistently asked for them to call me back for making the changes. They should have called me to see if additional changes could be made without changing the master plan. Thoroughly disgusted with closet world's service.