Business Profile

Cabinets

Closet World

Complaints

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

Customer Complaints Summary

170 total complaints in the last 3 years.
39 complaints closed in the last 12 months.

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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:09/12/2024
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 hired Closet World to build a closet system. The day of installation was August 8, 2024. The total was $4,532.00 To set the appointment date a 50%payment was required, I paid $2,566 and the other half was to be paid after installation completion.Prior to installation I went over what design I wanted , and was drawn out a template. The designer assured that this would be quality material and beautiful craftsmanship work performed by closet world a company that have been around for years .I was mislead by the design ,measurements, **** and quality that was given to me. The quality and craftsmanship of the cabinetry from closet world . It is below industry standards.I notified closet world about my frustration with the unit.I tried to reason with closet world about the misleading design and quality that was given, the pictures from closet worlds hand book looked nothing like the unit that was installed.I was promised quality and a modern look that would fit the luxury and style of the newly remodeled house , which I did not receive at all what so ever.Closet world unit that was installed is an eye sore and made the existing closet space 14 inches smaller in length,15 inches smaller in height , and 12 inches smaller in ****h.
Business Response
Date: 09/16/2024
please see below email that was sent to our client: they have not responded and stop taking our calls client still has a balance due on account
Hello, Mr. ************** email to recap the additional work agreed to complete, above and beyond the original design that was completed as designed and paid for. You agreed to pay a labor only charge of $130 for the additional materials, provided to you at no cost, to be installed to the right of the existing, standalone drawer section. This was not on the original design, contracted, nor paid for.

Upon completion of this additional shelving section, you agree to pay the $130 labor only charge for this section, and the pay the remaining balance of $2,266 for the original installation because of the stop payment made on check #*** on 8/13.

In the event of breeching the payment agreement, or doing another stop payment on the check, or checks written on the completion day, the account will move to the next step in the collection process, which is a mechanicals lien on the property where this install took place.

Please confirm that you are in agreement to the payment and scope of work. Once I receive the confirmation back, I will call you to schedule a time to add the additional section.

***** ******

District Installation Manager

Closet World

************

************ fax

************************************************************
Initial Complaint
Date:09/10/2024
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.
Zero stars. The installer showed up with only 1 closet organizer, I was unable to make contact with the designer. The installer had terrible customer service and truly didn't care about not having the 2nd closet organizer. I just looked looked at my credit card bill and was charged 100% and yet the company has yet to install my 2 and closet. These organizers are expensive and the marketing says 50% off I can't imagine paying over $12k for a childs closet and my closet is not much larger. Buyer be aware that the full charge on my credit card was not ok when the complete service was not provided. The manager said it was the designer's fault as they didn't receive the childs closet layout.
Business Response
Date: 09/16/2024
all work was completed on 9/11 we apology for delay
Initial Complaint
Date:08/23/2024
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.
On May 5, 2024, a sales **** whose name does not appear anywhere on the contract, came to my home and **** up plans for a closet system. I told her I was indeed going to give them the job at which point she told me there was a deposit required. The contract price was $5032.00, the deposit $1006.00 and balance due would be $5032.00. They would only take my debit card, no check. I was told that I could call when I was ready to have the work done and schedule it. The time finally came on August 5th, and I called to schedule installation. After being switched around to a couple of people, I was told by the scheduler I spoke with that before they could schedule the work, I would have to pay 40%. I almost fell over. I told her I have never heard of such a thing and certainly wasn't told this by the sales **** *** I k*** why. I believe she intentionally didn't tell me. I am a senior citizen and am not so stupid that I would pay for a job before the work was even done. I asked to speak with the person highest in authority there (**************), and of course she wasn't there so they were going to connect me to another sales manager whose name I believe was ******. She was on the phone so I was asked for my number and told she would return my call. That was two days ago, I'm still waiting for my phone to ring. I would like a full refund of my deposit so I can call a reputable company to install a closet system. After reading the reviews, which I should have done prior to calling Closet World, I realize there is some kind of scam going on, I was floored by the number of complaints and what those complaints were..... It truly borders and perhaps crosses the border of elder abuse.
Business Response
Date: 09/05/2024
Our client signed a contract for $5032.00 On day of signing the contract the client placed their contract into a pending status (which requires a 20 % deposit) this was taken in 2 payments of $503.20 the first payment on 5/25 and the second payment of $503.20 on 5/30 (after the cancellation period) In order to set an installation date a 50 % deposit is required. Then the final payment upon delivery. I do apologize if client did not receive a call back from sales in a timely matter. Unfortunately, the client is past their cancellation period and refund can not be issued.
Customer Answer
Date: 09/05/2024

Complaint: 22186799

I am rejecting this response because:

They have skirted the fact that their ***resentative never informed me of any such policy concerning scheduling an install appointment. I don't care what they say, just read the other complaints and you'll see this is the norm for them.
I would never have agreed to having them do the job if I had known they wanted 40% at time of making install appointment. This was never stated, and I have two people that were present the day the ***resentative was at my home and heard the discussion. I have to believe that the *** knew I would not agree to paying for something before the actual work so never mentioned it. For God's sake, I'm not an idiot except for the fact that I thought Closed World was a reputable company. I was mistaken, again, refer to all the other complaints. In the cases where the work was done, it seems that it was shoddy and unacceptable. In the meantime, the company just keeps every dissatisfied customer's money.

Sincerely,

*********************
Business Response
Date: 09/10/2024
Contract total $5032.00 when contract is signed and sold client can either place a 50% deposit (10% day of signing and 40% 3 days after cancellation) and receive an installation date or place a 20 % deposit down (ran in 2 payments 10% day of and 10% 3 days after cancellation) client choose to place job into pending status. When client called in to receive a date teh remained 30 % is due to set date and then the final upon arrival of materials. Client is past the 3 day right to cancel the contract
Initial Complaint
Date:08/19/2024
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.
On 7/13/2024 I purchased organizers to be installed in my closet, my office and garage, totaling a cost of cost $20,344 under Client#******** A deposit was charged for $4,069 and first payment is about to be due and I have no organizers installed.My installation day was July 29, 2024. No one showed up and no one called. I contact our sales person Joy, she said there was missing information,she stopped at my home for the second time measure the molding and said there will be a small change that I was not aware of after I agreed i asked when will my next installation date be she had no answer and said closet world will call you or you can call direct to the company, since no one called me, I went ahead and called customer service and was told my order was on hold and they were gonna find out what happened, after holding for sometime I was told they will call me back, again they didnt call back . I called again the next day several times, I asked I need to speak to a manager, I was told they would put a note so they can call me back before five. I never got a call, so then I called customer service and decided to do a cancellation. They asked to submit an email wish I did on August 4, 2024. They were to contact me back to confirm the cancellation. I did not get a call back so I called again. I asked to check status. They said email was received to wait 7 to 10 days which I waited and they havent emailed me or call me back. I called several times and was bounced around to different customer service personnel, after the fourth person I asked please. This is the fourth time. Can you tell me the status on my cancellation? They replied they couldnt and they would add a note so I manager can call back me back, I havent gotten a call back. I appreciate your support in this matter thank you kindly.***************************
Business Response
Date: 08/22/2024
unfortunately, this contract cannot be cancelled. Client is past their 3 day right to cancel. There was a design issue which was resolved when we tried to call client, she refused to set ate and said she wanted to cancel contract. We do apologize for the inconvenience. When client is ready to set date, we will be more than happy to assist them with that
Customer Answer
Date: 08/23/2024

Complaint: 22155396

I am rejecting this response because:
That is not true, they havent return any of my calls, i reached out to them again letting them know i had involved BBB, and that they had lie to BBB as they never return my calls to my surprise they put me in contact with a manager name *****, he promise to call me back.. Im waiting to hear from him, so i will keep you posted. Thank you kindly !

Sincerely,

***************************
Business Response
Date: 09/10/2024
I spoke to manager ***** who said he has reached out to offer a discounted price and he is waiting to hear back from our client. I will have him reach out again
Initial Complaint
Date:08/13/2024
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.
My name is ******* *******, I'm ********* ********* husband, who is the client listed on the Closet World documentation. I am reporting this complaint on her behalf.We contacted Closet World to have them build a built-in dresser and office unit. Closet World sent over a designer to map out the dimensions and measurements of the unit. The office portion of the unit, which is what this complaint is about, has a desk, two large doors that close to cover up the computer monitors when they are not in use, and three drawers below the left door. The desk area has a lot of empty space above it so we can put in a standing desk converter into it so ********* can sit or stand while she works.We agreed and signed off on the desk having a height of 30 inches. In the "MGClosetWorld2024.pdf" file, I've circled in red the 30 inches. After installation, the actual height of the desk is 32.5 inches.Closet World arrived June 25, 2024 and installed our built-in unit. ********* started working at the desk at the end of July, when she realized she had to tilt her head upwards in order to keep her eye level with the center of the monitors. The monitors are set to the lowest positions possible, but it's still too high. She thought she might get used to it, so she continued to work despite the height issue. However, it's still an issue.Closet World refuses to correct the mistake they made without charging us $615. We agreed to a 30 inch height, but we got 32.5. ********* has a history of aches and pains due to repetitive strain injury, so the ergonomics of the built-in need to be accurate. Since she has to strain her neck to work at her desk, this will cause unnecessary stress on her body over time if this isn't corrected.We want Closet World to make the necessary replacements and adjustments to get the desk to the height that we signed off on, for no cost. They claim this is not covered under warranty, but this is not a warranty issue. They installed the desk at the wrong height.
Business Response
Date: 09/10/2024
Our district manager **** is working with client to try and resolve issue
Customer Answer
Date: 09/19/2024

Complaint: 22135743

**** the district manager is now in contact with us. However, we are still waiting for a resolution. Communications between us and Closet World have slowed down quite a bit; we have been waiting for **** to respond. This is not an acceptance or a rejection necessarily, because the resolution is still pending. ****** last response was on September 16.

Sincerely,

******* *******
Business Response
Date: 09/23/2024
Our district manager **** is dealing with the client through email, job is installed 100% per contract that they signed, client is asking for unit to be lowered 1" in order to this it is an additional $900.00 . He will reach out to client again to try and come up with a resolution
Customer Answer
Date: 10/01/2024
Better Business Bureau:
Closet World will do the changes for the cost of the service fee- $150.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *******
Initial Complaint
Date:07/30/2024
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 January 8, 2024, a representative from Closet World responded to my residence and drew up plans for my laundry room. Unfortunately, Closet World was unable to fulfill the design,soI was promised my money back. According to their contract, it stated, I would receive my money back within 10 business days. I spoke with one of their representatives on July 16 by the name of ***, she stated 10 business days my money would be returned. It has been 10 business days. I have attempted several times to contact Closet World via phone and email and I have gotten no response and I have not received my money back in the dollar amount of $1048 .
Business Response
Date: 08/13/2024
Job has been cancelled and $ has been refunded back to card as of 7/31
Initial Complaint
Date:07/30/2024
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.
My closet racks are falling.. supposedly under warranty. I called to have repaired and 2 weeks later get back to me and send me an invoice.. so in order to fix their faulty product they want me to pay $130 to come out and fix. How is this a warranty when Im paying for a repair!!!then they say its in the small print of the contract!! Terrible customer service
Business Response
Date: 08/13/2024
$130 charge is for the labor, which is not included in the warranty, we do apologize for the inconvenience we will have the manager reach out and speak to client
Customer Answer
Date: 08/13/2024
their response is ridiculous and unwarranted the issue or the labor is not $130 worth of labor and so why am I paying a blanket amount for labor? Your product was faulty. I did nothing wrong and so it should not be my responsibility to pay $130 to repair something I didnt break thats faulty on their behalf and they told me it was for gas and labor so I will not be doing business with closet world from here on out. You can let them know that.
Complaint: 22066094

I am rejecting this response because:

Sincerely,

*****************************
Business Response
Date: 08/19/2024
this contract was installed in 2022 we have the same warranty for all of our clients which is $130.00 for trip and labor (this is excluded from the warranty) we do apolgize for the inconvenience
Initial Complaint
Date:07/26/2024
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.
02/13/24 - paid *******. Closet installation and design. product and services are not provided. Business has not tried to resolved the issue. Instead, they have tried to sell me another more expensive product which equals to double the amount.
Business Response
Date: 07/30/2024
Our client signed a contract on 2/4/24 for $5796 a deposit was taken and job was placed into a pending status due to the fact client was not ready to set installation date. If client is ready to set date they can call ************ pay the additional deposit needed and set date
Customer Answer
Date: 08/03/2024

Complaint: 22049606

I am rejecting this response because Closet World has not honored their promise to keep pricing at the levels we discussed. They pressured us into putting a deposit down to hold the pricing (at around $7K) until we were ready with construction matters. When the representative came back, she tried to charge us ~$20K, which is $10K outside of our budget. Given this bait and switch, we no longer want to use Closet World, and demanding that we get our $1,000 deposit back.
Sincerely,

*************************
Business Response
Date: 08/07/2024
client is requesting additional items to be added to the contract which is causing the price to increase. Client is past their 3 day right to cancel the contract
Initial Complaint
Date:07/25/2024
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.
On May 28 2024 the designer came out. I signed the contract for some work. i was charged $223.50. I decided to make a change to one of the dimensions. I had to call numerous times to the 800 number and other numbers. finally as supervisor called and had the designer call. She said she had to come back out. i met her and we changed one dimension. She had me sign another agreement. She did not tell me they would be charging my card again. Nevertheless, my card was charged again for $223.50. The designer said someone would call. I waited two working days. Called the ***** number and they said someone would call. Did get a call on the third business day. So, decided to cancel. I am over 65 and within the cancellation period. I sent a written email to their cancel email on 6-11-24. Do this date (7-25-24), i have not received an credit on my credit card. I have called at least 8 times. Each time, they say i have to talk with a supervisor. They always tell me that they will call be and they never do. I really feel this company is very shady. They lie, they charged my card a second time and did notify me.
Business Response
Date: 07/30/2024
Client is past their 3 day right to cancel their contract: the contract was signed on 5/28 and client sent in cancellation on 6/11
Initial Complaint
Date:07/19/2024
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 ordered a custom closet installation and paid a down payment for a garage storage solution. On the day of the installation, no one showed up and I wasn't contacted. When I reached out to them it was apparently a miscommunication between the sales and warehouse teams. Not ideal but we let it slide. That was weeks ago and since then no one's been in contact with me. They basically disappeared with my money. When I contacted their business I was told that we'd hear back from a manager ****. That never happened. I called back three times and was told the same thing. Never got a call back. I decided to cancel the service and request a full refund. They told me that it would take 14 business days. Well, 14 business days have come and gone and I have gotten no money back and have no word from them. I've called them the last three days and was told that I'd hear back later from a manager. No one has called me back. Today I told them I'd wait on the line to speak to a manager and I waited on hold for over two hours only to be told they wouldn't give me a refund. This is literally the worst experience I've ever had with any company.
Business Response
Date: 07/30/2024
Contract was cancelled and funds were reversed back to client on 7/29: Client also did a chargeback through bank, so client received the deposit double

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