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:08/23/2022

  Type:Billing 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 purchased shelves based on their sample swatches and what the sales representative told us we we purchasing . The finish product has holes throughout the shelf this is not what we paid for. We also paid for a board (wall) to be behind the shelves. The cut out for the outlet on the board is crooked looks like a child made the cutout. We've made several attempts to fix the issue with Closet World. On 8/16/2022 Closet World, my husband and I come to an agreement that they would fix the shelves for an extra cost of $200 dollars. Yesterday 8/22/2022 Closet World informed my husband that the charge is $1200.00 instead of $200.

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/08/30) */
  Client was not charged an additional ******** to repair closet client first purchased a guest closet then a hall way closet. Our product comes with holes in the panels this way everything is adjustable this comes standard, if client does nit want holes this is a special order and can be done at an additional cost

• Initial Complaint

  Date:08/18/2022

  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 had placed an order for a Closet and it was scheduled to be installed on August 17th. A day before the installation, got a call saying that there is some discrepancy in the measurements that the designer had shared and so the installation is not going to happen. After this I have been calling up the call center for the last 3 days, every time the agent's message is that a manager would call back to finalize the installation. This has never happened.
  When I called back the designer, she picked up the first call and said she cannot help. After that, she does not pick up the calls or provide any response to the e-mails.
  Only now I looked at **** and it seems others are also ******* this way.
  We already made half the payment.
  Can you let me know how you can help on this.

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/22) */
  designer has reached out to client to client to address design issues they have been turned in and waiting for manager approval then client will be called to set a new installation date, we apologize for any inconvenience
  
  
  Consumer Response /* (3000, 7, 2022/08/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It is more than a week now and yet nobody from Closet World reached out to me. If i call the Call Center it is the same response that a manager would get back. Every day it is the same message.
  the order is still in the status pending with no install date.
  Please help me with this order.
  Thanks
  *****
  
  
  Business Response /* (4000, 9, 2022/08/30) */
  Client has been called & a date has been set for 9/19 we do apologize for delay of sales returning call for our client

• Initial Complaint

  Date:08/14/2022

  Type:Billing 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 ordered a closet on 8/5/22, I canceled my order within the 3 day cancelation time. I emailed the "Notice of Three-Day Right to Cancel" to ********************* as instructed when I called XXX-XXX-XXXX. I have a "read receipt" also from my email showing that the ********************* opened my email receiving the "Notice of Three-Day Right to Cancel" form yet my check ***** for ****** was still cashed.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 8, 2022/08/30) */
  this contract has been cancelled and a refund check was mailed on **** check # XXXXX ********
  
  
  Consumer Response /* (2000, 10, 2022/08/31) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you, this has been accepted and resolved

• Initial Complaint

  Date:08/12/2022

  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.

  In May I ordered **** of closets and garage flooring form Closet World. The salesperson ***** had to change the order one time because it was filled out incorrectly. Later the salesperson changed the order because they could not build out 1 of 3 pieces. She wanted me to pay again although they had cashed my original deposit check for nearly **** With the salesperson we called an accounting supervisor that said they would apply my deposit and that I didnt need to provide a credit card payment on top of the original. Later, unbeknown to me, CW decided to send me a refund check They claim the refund was sent to my address on **** although I never received it. Around **** they decided to stop payment on the refund and send me another check. **** ******** manager in the accounting group told me on *** that they would overnight a check for my receipt signature required to be delivered on **** For the last month I have spent hours on the phone trying to resolve this. Promises from all levels are just words. No follow up, no action. At this point I have lost my trust in them and want my money back and I do not want any closets. Cant do business with them.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/17) */
  This contract has been cancelled: funds have been reversed on 6/30 $85.40 confirmation # XXXXXX
  ******* confirmation # XXXXXX
  
  
  Consumer Response /* (3000, 7, 2022/08/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The information above provided by Closet World does not jive at all with my case. On June 24, Closet World cashed my check # **** for ********** They say that they have issue a refund twice and coincidentally neither one has been received. They have not provided a check #, a date when it was cut, a method of delivery, a tracking number, despite promises to do so before sending it overnight. The manager has not answered calls in over a month. The only contact has been through the commission based salesperson and she has been pressuring to repay without my refund. I want my money back and be released from the contract.
  
  
  Business Response /* (4000, 9, 2022/08/30) */
  the point 1 contract refund check was mailed on 7/15 ******** check # XXXXX
  
  
  Consumer Response /* (4200, 11, 2022/08/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Closet World has had 6 weeks to reissue the check they claim to have sent but was stolen on my end. *** ********* an accounting manager, promised on 8/3 that it would be reissued and sent overnight/signature required as I requested for delivery on 8/5. It was never delivered even though I took the day off to work from home and not miss the delivery. A tracking number was never sent by text/email and my calls and messages to Ms. ******** were never acknowledged or returned by a subordinate, by regular **** correspondence, or by email. In the meantime, I continue to get calls from the sales department and sales person pressuring to place another order without my May refund in hand. It's September and I am out thousands of dollars, obviously, breach of contract, backed by a false promise from one manager without any supporting evidence of remittance, followed by no communication from Closet World. How often is this happening to other consumers? Where can I file with the state of ** to elevate this?

• Initial Complaint

  Date:08/11/2022

  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 4/15/22 I confirmed my design with the designer and she remeasured the space to confirm. My installation date was set for 5/2/22. I was told all removal of old pieces of the closet as well as a coat of primer was included.
  
  On 5/2/22 the installer came out and notified me that the design wouldn't work because the dimensions were incorrect as he could not remove the top portion of the closet that the designer originally stated was no issue to remove. I spoke with **** ******** and he assured me a new design would be sent over and panels would be notched at no charge. **** said they would be able to come back by 5/6/22
  
  On 5/3/22 I called the office and was told my new installation date would be May 12th, I asked to be put on a list to have it done sooner as **** said it could be done that same week. I asked about the new design and was told **** would call me back that day. I didn't receive a call back.
  
  On 5/5/22 I called the office and confirmed May 12th and asked about the new design. The person I spoke with seemed confused as there were no notes on my account but did say he would get back to me by 5/6/22 at the latest. I didn't receive a call back.
  
  On 5/9/22 I called the office to ask for an update and was told my installation date was 5/16/22. I asked why it was changed and they responded there were no notes on my account and this was always the installation date. I said at this point I wanted a refund and was told I would forfeit my deposit. I expressed my concern regarding the lack of communication and the incorrect design and said I'd like my deposit back but was told the only thing I could do was wait for a call from ****. I called the corporate office and was asked to send this email.

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/08/17) */
  We do apologize for the issues you are having, we unfortunately can not cancel the contract. The contract must be cancelled within 3 days if they chooses to cancel they will lose their deposit, I will have **** reach out to discuss with client
  
  
  Consumer Response /* (3000, 7, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The information presented to me when I signed the contract was not the information I was made aware of when the contractor came to complete the assignment. The contractor came well after the 3 day cancellation period. Had I been informed appropriately when I was asked to sign the contract that paint would not be included AND that the design wouldn't work, I wouldn't have signed the contract. The 3 day cancellation period should be waived as the design I originally signed the contract for was incorrect.
  
  
  Business Response /* (4000, 9, 2022/08/17) */
  **** will reach out client to discuss account as stated in the original response
  
  Consumer Response /* (4200, 17, 2022/08/31) */
  It's been several weeks since I was told I would receive a call from **** to discuss this case and I have not received any such call. Please issue a refund.
  
  
  Business Response /* (4000, 21, 2022/11/01) */
  Contract has been cancelled and money was refunded back to same credit card

• Initial Complaint

  Date:08/10/2022

  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.

  Closet World designer, ****** ******** came to my home, on 7/11/22, took measurements, discussed what I wanted and told me I had to pay 10% that day which was $396. The rest I understood to be paid at install. The following day, 7/12/22, my credit card was charged $1596, without warning or discussion. I called to question it and was met with kindness and understanding, so I felt better about it. I also noticed later that it WAS on the receipt that a second payment would be taken, however, there was no date, it was just listed as "1st payment".
  I had an installation date of July 27, 2022 and on the 25th, someone called and said that "due to a design issue", they needed to postpone install and they would give me a call to reschedule. I waited about a week with no contact from them and I so called. I was given the run around, transferred from department to department, until I was eventually told that a manager would call back me regarding the issue. A few days later, after no call, I called back and was told that the notes show installation was pending, and Closet World was waiting to hear from me. I asked again to speak to a manager in the installation dept. and was told I would receive a call before the end of the day, this was August 2nd.
  Monday, August 8th I called and was told a manager would call me in 24 hours. I said ok but if I don't hear from someone, I'm considering canceling and I asked to have that noted. It has now been 48 hours and no one has called. I am angry, frustrated and over it!!! These are shady business practices that ClosetWorld providing and the reviews (I wish I had read ahead of time) prove it. I want all of my money back, I don't want the install and I don't ever want to be contacted by Closet World again. Total refund $1992.

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/11) */
  we do apologize we have cancelled the contract and we will refund deposit back to our client we have also reached out and left a message on both numbers
  
  
  Consumer Response /* (3000, 7, 2022/08/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not agree with the response because the DEPOSIT was $396, the total amount I want refunded includes the "1st payment" AND the DEPOSIT which totals $1992.
  Closet World needs to specifically state that I will receive $1992 back on my credit card.
  
  
  Business Response /* (4000, 9, 2022/08/17) */
  I personally reached out and left 2 voicemail on both numbers we had for our client to discuss the cancellation and client did not call me back.
  ******** confirmation # XXXXXX
  ******* confirmation # XXXXXX
  both were refunded on 8/11 to the credit card on file account is closed and contract is cancelled

• Initial Complaint

  Date:08/10/2022

  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 had closets and a workbench installed in my garage. At the time, the designer and installers repeatedly told me that the product was under a lifetime warranty. As long as I owned the house, they would cover any defects in the product or installation. I also have a receipt which mentions the limited lifetime warranty.
  
  I noticed today that the closet is separated from the wall and could completely collapse if not fixed. I called the XXX-XXX-XXXX number and spoke with a representative. Corey explained to me that, by law, California limits the number of years of lifetime warranties to 7 years. I cannot find any reference to that on the California legislative website, only that it shall be a minimum of 3 years.
  
  I request that Closet World honor their verbal agreement and written receipt referencing the lifetime warranty by repairing the defective portion of their product.

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/22) */
  We will ***** the paper that shows lifetime warranty however there is a ******* trip and labor charge for us to come out your material is under warranty but it does not cover trip & labor, i will note your account so when you cal back it reflects the $130.00 only

• Initial Complaint

  Date:08/06/2022

  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.

  The designer specifically told me that our current floor would not be seen from inside the closet. After the installation ther is about 8 inches of my floor from the cabinet shelve to the sliding door. I called the company and they kept referring me to the contract which says they do not patch or paint. This has nothing to do with either. I did compain about the unsightly look where they removed the baseboard.
  
  
  
  The designer who sold us their product specifically told me that the entire closet floor would be covered by their material and our current floor would not be seen. This is not the case, their closet floor stops 8 inches from the sliding doors and our floor is visible. This is unsightly and difficult to clean. When I c;omplained the supervisor kept referring me to the contract which states they do not patch or paint. This has nothing to do with either, this is a installation issue. He refused to discus the issue of the incomplete floor. I did also complain of the look where they removed the baseboard. This is an easy fix and they wanted $1700.00 to correct that. This is not an issue, I can fix that for less that $50.00. My complaint is the incomplete flooring.

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/11) */
  All work has been completed. We have spoken to client to confirm also
  
  
  Consumer Response /* (3000, 7, 2022/08/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The supervisor did call me and we discussed the issue. He explained that they can not finish the floor and suggested that I get an independant contractor. I did understand what he said but it does not take away from the fact that the designer specifically told me the floor would be completely covered inside the closet (misrepresentation). I tried to reach out to the designer but the telephone number and the e-mail address ;on her business were not valid. If I was informed accurately of the finished look I probably would not have contracted with them.
  
  
  Business Response /* (4000, 9, 2022/08/17) */
  We do sincerely apologize. The designer will be addressed regarding this so it does not happen again, I am very sorry we inconvenienced you during this process

• Initial Complaint

  Date:08/03/2022

  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 signed a contract with them july 5th my designer came out beforehand to do measurements & draw a closet design. She took the wrong measurements & when she came I also informed her of possible issues she might come across, it was 2 fair sized reach in closets 1 with a sloped floor & an alarm box that can't be moved & the other with a safe & water pipes (also can't be moved) she never wrote that in the plans for the installers & she tells me there's no problem doing the closets despite these concerns & she also says it can be installed in one day & I would only have to wait about a week or two for them to come. Basically promised the world when if she was honest my expectations would have been lower. I get a call the night before install to confirm & to give me a time to expect them, 11am the next morning. It's 9:30 the next day & we've now completely taken out all of our stuff from our closet & have it all thrown everywhere, I receive a call from our installer saying he's not coming because they don't have any material for me & I need to call my designer. I call her she has no idea what I'm talking about & asks me to call a manger. I called & got transferred 3 times just for them to tell me all managers were busy in a meeting & no one could tell me why my install was canceled. Finally the next day after ******* **** I get a call to reschedule my install because they ********* had the material suddenly but I had to wait another week for a new install date. The day finally comes for my install (I hoped) and they send me ONE installer at 2pm! He demos one closet & starts to install & tells us there's no way it will get done today since this job would take 3-4 installers 16 hours! As he's installing he realizes the trouble with the floor being sloped & the alarm box not being in the plans with the wrong measurements. His manager told him to just pack up & leave. I told them I wish to cancel since it's not what was discussed, I even emailed my cancellation with no reply

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/10) */
  We are cancelling contract and refunding deposit back to our client.

• Initial Complaint

  Date:08/02/2022

  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 sales rep, ******, came to the house July 8th. His product samples to not represent what was installed. We paid the down payment, ********* as it is required to get the materials cut. He said that the remaining balance will be paid after the install which is not the truth. We were told by *****, after the install, that our card was already charged. The installer ******, showed up and asked us for our payment method and we provided him with a different card than what was used for the deposit. They did not have authorization to use this card for payment of $ ********
  
  Roughly *** of the materials showed up ********* and ******** The drawers and handles are ******** ******* ********** ******** ********** and ******* Rollers and drawer slides are so ****** that only one side of the drawer pulls out. The front facing edge on all the shelf pieces and framing are ******* ****** ******** ******* and ******* None of the pieces fit together so there are huge gaps where all pieces come together. And to top it off, materials were damaged during the installation as well.
  
  During the walk through we voiced our concerns to the installer, ******* and he called *****, a supervisor. ***** sounded bothered and pawned us off on his subordinate, *****. I called ***** the following morning & had no idea what was going on. He asked me to send photos and videos. ***** called back and offered to see what they can fix on Aug. 5th based off of the photos and videos I sent, adding that we can pay for upgrades if we are not happy with the current materials. At this point I had, had enough, asked to have everything removed, and provided with a full refund. ***** said, it's too late for that and I asked to speak with his supervisor. Both ***** and ***** have not responded since this conversation on July 27th. We want nothing to do with this company and want our money back.

  Business Response

  Date: 08/11/2022

  Business Response /* (1000, 5, 2022/08/03) */
  We do apologize for the mis-communication regarding the final balance, it is due upon arrival of the materials. We unfortunately can not remove materials and refund the money, the material was custom designed for their home. We can however replace any material that was damaged and we have do have them set for 8/5 We will have a manager reach out today to discuss issues with client
  
  
  Consumer Response /* (3000, 7, 2022/08/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Since the walk through on July 26th, I have provided feedback, videos, and photos to ***** to give as much information as possible to help to get this right. I spoke with ***** the supervisor on the night of the 26th and he pawned me off to his subordinate ***** ** ** ****** I called him the next morning at 11am because I had not heard from anyone, and he said that he had no idea what was going on and needed to talk to *****. After expressing our concerns and after sending videos and photos, ***** tried to get me to pay for upgrades to try fix the problem. I said that we are not spending any more money and that I was highly offended that his idea to fix the situation was for us to spend more money. I explained that the materials installed look nothing like the samples provided during the sales consultation. Our conversation kept going in circles because ***** would not hear me out and kept on pushing for what was best for Closet World. I was beyond frustrated and said that it appears that you are not willing to listen to me which will not allow us to come to an agreement. Being that the conversation seemed to be over I asked him to remove the materials, provide a refund, and have ***** contact me ASAP. To this day, ***** has never contacted me which is strange because he is above ***** and ******
  
  On August 3rd, after I had filed a complaint with the BBB, I received a call from *****, an Installation Supervisor. He had a smug attitude from the get-go. He proceeded to tell me what he wanted me to do and wouldn't let me get a word in edgewise. He said that if I didn't do as he told, he was going to tell the BBB that I was not cooperating. He would not let me talk to anyone else, and out of utter frustration gave in. I asked how they were going to attempt to fix this. He said they will go off the pictures. I was confused because no one sent a complete set of documentation of the damage and he said, don't worry, we go off pictures. Again, highly frustrated, I asked if he could send out a supervisor to assess the damage and he asked me, you want me to send out a supervisor? I said yes, and he confidently said, we can do anything. I asked if someone could come out same day and if they would be able to finish on August 5th, and he said, you have no idea what we can do on our end, and we will finish on the 5th. I explained that it needs to be done on Friday, because we are leaving town for a month on the 11th. ****** ******** *****, and ***** all said that it will be done on the 5th. ***** sent an installer, ******, who is not a supervisor and has no say so whatsoever. I took the time and walked the work areas with him pointing out the areas that need to be replaced, which is roughly 90% of the materials. We felt comfortable with the visit because we pointed out things together and ****** said that he will make notes and take photos and take it back to his supervisor. He was also ********** with his supervisor during a large portion of the walk through. The installer was scheduled to arrive on the 5th between 11am & 1pm.
  
  The morning of the 5th, I sent an email to ***** letting him know that my husband and I had meetings and will not be at the house until noon. I had received an email from ***** at ******* stating We have to re-order materials and I want to call you just to confirm everything we discussed yesterday. I will reach out after 12pm when you are home. ***** never called so when *****, the installer, arrived at 1pm, I was surprised. I let him in and we started in the office. I asked him to show me what materials were going to be replaced. He started to point out what was on his list and then walked into the primary bedroom. He showed me the pieces that are on his list and when he was finished, I let him know that pieces are missing and started to point out other pieces that need to be replaced. These are the same pieces that were called out with ****** was at our home on the 3rd. He stated that he had to call his boss, *****, because he did not have enough material. I was shocked when he said this because I did a walk through with ****** to ensure that all pieces were called out that needed replacement. After he was off the phone, I called ***** to understand how we were short and to see what they were going to do to complete the job. I explained that I have spoken to six different people, and no one seems to know what is going on and they keep asking for pictures. In prior communication with the sale rep ****** ******** *****, and ****** I expressed that the job needs to be finished no later than August 5th, we are leaving for a month on the 11th. ****** even ****** me out of purchasing a light wood finish material because it was three weeks out. They all said that it will be done on time. ***** said that they cannot finish today and will have to make multiple trips and added that we have a seven-year warranty so they can come out as many times as it takes to get it right. I expressed my frustration explaining that they have failed to execute from day one and that we are tired of the treatment and stress. We asked to have the installer leave with the materials and provide us with a refund. He said that is never going to happen.
  
  During my conversation with *****, he stated many times that they would have to make return trips. As my frustration increased, he changed his story and said, they will get it done today and make return trips. I called him out on flip ******** his story and started to get tongue ***** I ended the conversation asking him to do the right thing and remove the materials because this is just no working out. He again said that is not going to happen. ***** called a few minutes later and ******** to know why the installer was sent home. I was able to get about four words out of my mouth, and he cut me off and started ******* and ******** me. I asked him to stop, he wouldn't, so I **** up on him.
  
  We have been fed nothing but ******** ****** ********** ******** ************* ********** ************** lack of **************** and an utter lack of effort to try and work with us to help resolve this matter. It's their way or the highway.
  
  Our home has been a disaster since July 25th. We have endured two weeks of stress and hardship we can no longer tolerate the mishandling and false promises from Closet World. We have tried to come to an agreement with them and are past the point of being interested in trying to salvage the relationship. We just want this nightmare to be over with and to move on.
  
  
  Business Response /* (4000, 9, 2022/08/10) */
  We re-cut new material for our client set a new date to come and repair all issues client is having: she refused service and would not let installers in home. We will not be cancelling the contract.
  
  
  Consumer Response /* (4200, 11, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The statement from Closet World is untruthful and not surprising that they said that they will not cancel the contract. This is what I have been dealing with since July 26th.
  
  *****, the installer showed up to our home on Aug. 5th, and 1:00pm. I answered the door and let him in. I voiced my concerns regarding the email that I had received from ***** a few hours earlier and he said that he had no idea what I was talking about and said that he needs to make a phone call.
  
  ***** called ***** to ask him about the email and ***** said that he did not send me an email. I called ***** after their call ended to ask him about the email he had sent and why he told ***** that he did not send one. He laughed and stated, "that email was for another *****." After our called ended, ***** looked at me and asked where we should start. We started in the office, and I asked him to point out what pieces are going to be replaced. When he was finished, I mentioned that there are additional pieces that need to be replaced and showed them to him. We moved into the master bedroom and did the same thing. During our conversation I showed him additional pieces that needed to be replaced and he looked at me and said that he does not have enough material. He saw the surprised look on my face and called *****. After they were finished with their call, I called ***** to understand how this happened. He casually told me that they will have to make return trips and that we have a seven-year warranty so they can come out as many times as it takes to get it done. I asked him why we were promised that it would be done on the 5th and he didn't say anything.
  
  Everyone from the sales rep to ***** and ***** were made aware that we were leaving town for a month, so it needed to be done a few days prior to our departure. ***** promised us that it would be done on the 5th. As I have explained, we are constantly told one thing and shown another and beyond frustrated.
  
  The response from Closet World, in not telling the truth and blaming me, is what I have been dealing with since July 26th. I simply have been attempting to get them to work with us, at a minimum listen, and in return have been blown off, lied to, told that I'm to blame, berated, and bullied. This company is only out for themselves and has absolutely no care or regard for their customer base. Conversations are one sided, all about what is best for them.
  
  The fact that ****** an Installation Manager, is hostile, abusive, and disrespectful is reflected in everyone that we have spoken to from his team. The only person that has been reasonable and respectful is ******, the installer, that came out on the 3rd and walked the work areas with me. The man should be promoted.
  
  It is impossible to come to an agreement when one side is not willing to listen and only looking out for what is best for them. They refuse to take on any responsibility and blame me, which ***** hostility said to me on the 3rd, "that I have been nothing but a problem from the start." We simply were asking for what we were promised and they have shown that are not able to deliver.
  
  We been pushed beyond our limits and do not want to deal with Closet World any longer. The level of stress and inconvenience is intolerable. I would not wish this experience upon anyone.