Complaints

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

close

Find a Location

Closet World has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/02/2022

  Type:Customer Service 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.

  In June of 2022, I scheduled with the designer to come in to my place. He went over everything with me except telling me that they will not patch or paint after they torn down hanger previously install. They should communicate with customer clearly in the first place. I start to suspect the work they do after they told me it will take them only three hours to complete the work that is not possible to do so. I started look at the review and see people complain, so I start to realize they are some piece of information missing here. I am looking to get some portion of my deposit refund. This is misleading they should explain to the customer clearer. Also Three days

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 5, 2022/08/03) */
  spoke to client contract has been cancelled and deposit will be refunded
  
  
  Consumer Response /* (2000, 7, 2022/08/08) */
  Please close this complaint. Vendor has reached out and case has been closed.
  Thank you,
  ****

• Initial Complaint

  Date:08/01/2022

  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.

  On 6/26/22 I signed a contract to add closets to my garage I had to pay a down payment in the amount of ******** that day they did ************ for my project and gave me a ********************* date of 7/12/22 they arrived with product but could not install because measurements were wrong so they said they would have to correct the estimate and measurements and reschedule a new installation date which was on the 27th of July but prior to them having to make new measurements to fit my garage wall they never gave me a new estimate for smaller closets the Suppervisor ***** neglected to call me back and give me a new contract price in fact he had different Suppervisor call me to let me know there would not be a deduction in price . But they offers me ******** that would be a better grade and white on the inside and outside so moving forward they came to install on the 27 of July and found they could not install the cabinets because they were measured wrong again and they also found that the wall they were going to use for installation had no studs in the wall to support the cabinets so they suggested to me to fix and build a new wall before they can install , I requested my money back but was ignored and ***** called the next day to let me know they can move forward with installation and they could build a foundation to support the ******* but I decided to call ***** today to make sure that the ************ were going to fit correctly but I was given the ********* by their phone operators ***** who was being very **** and ************* so I have been dealing with rudeness bad customer service and so again I have requested a refund so that I can move forward and I have been waiting for my refund and have not yet received it . I would rather not speak to this company any further I just want my money back they have failed to provide me with any product due to there lack of *************** capability and customer service support and satisfaction , money back please .

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/08/03) */
  We currently have our client scheduled for this Saturday. Our district manager has reached out to our client to discuss any issues (we currently have left 2 messages for our client and will continue to reach out until resolved
  
  
  Consumer Response /* (3000, 7, 2022/08/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Closet world did reach out to me and schedule a appointment for Friday of last week and upon arrival they prepared for the job and found that the measurements were not correct again and they wanted to cut my closets down again To make them fit in very dissatisfied with this long process and ended up with no closets I'm waiting for my refund and still looking for closets for my garage.
  
  
  Business Response /* (4000, 9, 2022/08/11) */
  Contract has been cancelled & money was refunded on 8/8
  
  
  Consumer Response /* (2000, 11, 2022/08/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Yes however I have not yet received the refund I'm still waiting hopefully it was sent to the correct method of payment

• Initial Complaint

  Date:08/01/2022

  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 agreed to have my closet and entertainment center built by closet world. Went through design and agreed on the price and date for installation. Installer came on an agreed date and told me that the measurement on the design is incorrect and based on the current state of my closet the outcome would leave me with wall/flooring damages and discoloration that he will not be fixing. If I wanted a more neater finished product to purchase a backing which was never discussed by the designer. The total project cost is already more than what I budgeted for the project and yet there's more unexpected costs that were never mentioned before agreed to proceed. I got in touch with a manager/supervisor named ****, who said he is going to work something out and call me back on Friday July 29th. No one called! I called the company again and was answered by a very rude rep who immediately said **** was not available and will call me back as he was busy with multiple customers. Never heard back from him. It does not appear that they are serious about fixing this issue. I have told them multiple times that if they cannot fulfill their promise to cancel the entire order, I will be happy to take my business elsewhere. They refuse to cancel the order but at the same time don't want to resolve the issue. My entire closet was moved to my laundry room and I cannot even use the washer and dryer at this point because of the mess. A project that should have been done in one day is not causing so much inconvenience because of their lack of cooperation and attention to the matter. I want a full refund of my deposit (2 charges of ******* each), entire order cancelled and removal of my personal account information from their database.

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/08/03) */
  this contract has been cancelled & the refund will be processed today back to the credit card on file, they will see the refund within 72 hours

• Initial Complaint

  Date:08/01/2022

  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.

  I have been dealing with an ongoing installation issue since April 26, 2022. We had a master closet and pantry install but only part of the master closet was completed and the pantry has yet to be completed even though the company has already taken my ********* deposit.The installation date keeps getting pushed back for a multitude of reasons. There have been days where I have sat around waiting for the installers to come only to get a phone call the same day stating that they are not going to make it. The last time we spoke to someone, we were promised that June 16, 2022 would be our FINAL install date. He stated that we would be the only job that day so there would be no reason for the technicians to not be able to complete the install of our pantry and finish the master closet. This evening, we got a call from a guy named **** stating that yet again, our date has been pushed back to June 29, 2022. When I asked what was the delay and he stated that the technicians were going out of town due to a family emergency. Which I understand, things happen, but I explained to him that this issue has been ongoing for two months, and that our installation date keeps getting pushed back, empty promises given when we are speaking to managers etc. I informed him that my original pantry had already been ****** out by the *********** and that all of the contents were being stored on and around my dining table which I have not been able to use for the past two months. He was very **** and *************** and told me he was leaving for the day and would not be looking into it. And then today, June 29, 2022 we are waiting yet again for the installers to arrive only to receive a call from a guy named **** that our install date is being rescheduled again & he would be calling back tomorrow with a new installation - our 4th reschedule at this point. I am not confident that they are ever going to finish what they have started.

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/03) */
  Our district manager has reached out to our client on 7/29 we have a date set for 8/10 he will review all material before going out to confirm we are not missing any items he will also discuss the credit they are requesting we do sincerely apologize for the inconvenience we have caused our client

• Initial Complaint

  Date:07/29/2022

  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 put down payment for a project to repair a broken mirror, during the 4th of July weekend, and to pay the rest of the balance prior to scheduling installation. During the following week, when I informed property management that I would be repairing a broken closet mirror, I was instructed by property management to have the repair done through their vendor, as this was the request by the owner of the property. I called closet world to cancel the contract and arrange for return of the deposit paid. I was instructed by closet world to send an email to their sales email with a picture of cancelled contract request, which I did on 7/13/2022. I did not receive a response. I followed up with another email on 7/21/22, in which I still have not received a response.
  
  I would like to add that although my cancellation request occurred more than 3 business days from when the contract was made, I was told over the phone that I "should get my deposit refunded given my reason for cancellation is valid, even though it's after the 3-day period."

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/08/03) */
  This contract has been cancelled and the deposit was refunded $268.00 confirmation # ******
  
  
  Consumer Response /* (2000, 7, 2022/08/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/26/2022

  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 ***** *** **** a Closet World Designer came to my home and showed me a beautiful ******** with closet doors that looked to be of good quality and a price to match. They were having a sale, so I ordered ******** ******* doors for two rooms. One room was delivered on July 5 th. The installation team damaged my home during the ************* and when I saw the quality of the doors, (they are flimsy, with dirty, torn, bubbled and wrinkled plastic backing), I told them I wanted to cancel the rest of the order.
  
  I've spoken to a variety of people on the phone trying to resolve the issue. Each person/department I spoke to referred me to another. They told me the designer should have shown me a sample of the doors. (If she had I would not have placed the order. ) Someone in sales told me to email my request to them, which I did on July 20th. Today I received a call to confirm installation tomorrow of the remaining doors. They told me the order had not been cancelled.
  
  I would like to cancel the remaining doors and credit back the difference between ***** deposit less ***** for doors installed.

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 5, 2022/08/03) */
  unfortunately this contract can not be cancelled. The doors have already been ordered & were custom designed for their home and are currently being stored at our location
  
  
  Consumer Response /* (3000, 7, 2022/08/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No contract is unbreakable. The workmen damaged my home and left it a mess and the doors are not what I ordered. I ordered high quality custom doors and only high quality custom doors installed by qualified installers will be accepted and this company is not interested in quality or customer service.
  
  
  Business Response /* (4000, 9, 2022/08/09) */
  The doors they ordered from our designer were the same doors that were custom ordered and delivered by our installers. Contract can not be cancelled they are past their 3 day right and product has already been ordered. Please see terms and conditions on back of contract
  
  
  Consumer Response /* (4200, 11, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  How could I know in three days that the product to be delivered is not what I believed I ordered? I've attached the description of the product from the catalog. Granted it doesn't say what the doors are backed with or even the thickness of the mirror, but given the price I assumed it was *** or something similar not wrinkled, torn plastic film. I checked ************ website and they have stock doors with *** backing that will fit for much less than the advertised price from Closet World. I thought Closet World was a reputable company, so when I met with the designer and she said they were having a sale I took advantage of the offer, believing what would be installed would be of similar or better quality than what I could get from Home Depot. There must be some way we can come to an agreement. Closet World has my deposit which covers the cost of the doors installed and more. Their workers damaged my home in the process, so it would be madness to allow them back in to potentially do MORE DAMAGE AND install product that is far below the quality I believed I ordered. Would you allow that in your home?