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.

If you've experienced an issue

Submit a Complaint

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:04/12/2024
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.
I had an estimate for some closets at my home. I canceled the order within 5 days and they went ahead and charged me a down payment and half of the total estimate. I called them many times and no one have ever called me back. I went on yelp and they responded with give us yours details which I had done many times over the phone. No one responded to my email.I physically went over to the vista office and someone there told me I should just go ahead with the installation, which was never started. He said it would be the only way to get my money back. Terrible communication. My salesman told me his company was making him look bad by not responding to me! However I am still out of $5750.00.
Business Response
Date: 04/18/2024
Our client signed a contract with Closet World on 1/8/24 client is past their 3 day right to cancel this product has already been manufactured and is currently being stored in our factory.
Customer Answer
Date: 04/18/2024

Complaint: 21567946

I am rejecting this response because:
I cancelled within the 5 day grace ****** for senior citizens!!! My salesman, *********************** repeatedly told me someone would call me from the main office. No one ever called me so I called their office many many times and was once again told someone would call me back. No one EVER called or emailed me back!!!! .Also I went to their ************ where I was informed nothing of my order was even started. The gentleman I spoke with told me the only way to get my money back was to go ahead with the order!!! In addition I looked on yelp for reviews on closet world & there were numerous complaints that closet world had scammed them out of money after canceling and received no products!!!
Almost $6,000. was charged to me and not one person will call me!!! Such a scam!!
Sincerely,

*********************
Business Response
Date: 05/03/2024
we have called & spoke to our client we have cancelled the contract and refunded the funds back to her card
Initial Complaint
Date:03/26/2024
Type:Product 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.
Closet World were supposed to install my closet 2 weeks ago.Trying to get a hold of the managers to discuss the cause of delay has been impossible.The customer service keeps telling me that they escalated my issue and that a manager would call me back when available. No call back has occurred despite me calling in every day to try to work this out. This is very frustrating. I am very upset that no one has reached out to me. I would like a full refund of the deposit I made.
Business Response
Date: 03/27/2024
The contract has been cancelled: No deposit was turned in by designer or deposited into the bank.
Customer Answer
Date: 03/28/2024

Better Business Bureau:

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:03/14/2024
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.
Two installers showed up to my house, they went through my drawers and stole valuables. Once I discovered the items missing that evening I called closet world. I called the next morning again as instructed and spoke to *****************************. Initially he became adversarial when I asked him to call the guys and tell them the cost of items. When I asked if he supposed to be helping me, he changed his tone. So far no effort has been made to retrieve and return my items. No phone call from upper management, no update on investigation, they simply do not care. The stolen items have a cost of $13,000. And a value that much greater, I have a email stating they allow the installers to work AFTER the theft was reported now placing more consumers in danger. I do not feel safe in my home if they return to steal more as now they know about all my valuables they didnt have an opportunity to steal that that time. This is grossly negligent. ****** asked if I had proof. I told him I have camera footage. He has made no effort to collect the footage even though he said an investigation would be had, yet there been no effort to get photos of my items, costs or ring footage. Grossly negligent. No apology, no reassurance. No effort, no help from *****************************. Why? Closet world does not care about the safety of their patrons
Business Response
Date: 03/22/2024
There is no proof that our installation crew took any items from our clients home. We are working closely with our client to resolve the issue she is working with ****** and our district manager *****.
Customer Answer
Date: 03/22/2024

Complaint: 21430732

I am rejecting this response because:
There IS proof the theft took place. Closet World has rejected the proof. They are not working closely with me to resolve the matter. There have been no efforts to help me. No response from ****** or ***** when they said they would get back to me. Lack of communication, no follow up and negligent in protecting consumer safety or handling consumer complaints.

Sincerely,

***********************
Business Response
Date: 04/11/2024
Our district manager has been trying to call our client for weeks. We have had no return calls from our client to address the issue listed above. We are working closely with police department and answering all questions. Please have client call us so we may assist her.
Customer Answer
Date: 04/18/2024

Complaint: 21430732

I am rejecting this response because:
Closet World has advised me to contact my homeowners insurance to make a claim against their insurance. They "claim" they will NOT dispute my claim. HOWEVER, they have not filed a claimf with their insurance carrier or have returned my emails requesting to know who their insurance carrier is. They have given me the run around for several weeks. I feel this is another ploy to waste more time.
My request is that they file a claim with their insurance carrier without involving my insurance in a timely manner.

Sincerely,

***********************
Business Response
Date: 04/26/2024
we have complied with our client's request. we ask that you please be patient during the insurance claim process.
Customer Answer
Date: 05/04/2024

Complaint: 21430732

I am rejecting this response because:
i I havent heard anything from the insurance company. Its been ten days.
Id like to know the name of the insurance company and their contact information since they have not reached out to me.

Sincerely,

***********************
Initial Complaint
Date:02/26/2024
Type:Sales and Advertising 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 9/1/23 I purchased new sliding closet doors from Closet World. They secured a deposit of $1685 for my equipment and services. I had a scheduled installation date of 10/6/2023. The day before installation I realized I hadn't received a confirmation, so I called Closet World to confirm. The receptionist was only able to tell me that my installation had been cancelled and that a Sales Manager would call me back with specifics. After 6 or 7 phone calls to Closet World with no return calls, my partner sent an inquiry via their website stating we would be filing a complaint with the BBB due to lack of response. That website inquiry ended up getting to the ** of Sales *********************. He spoke to my partner explaining that there was one piece of paper still needed to be signed by me. I signed the paperwork and he provided us with an additional $500 off the original price of $8425 to the new price $7925. We scheduled another installation date of 12/7/23 between 1 PM and 3 PM. The installation team didn't arrive until after 5PM. Upon the inspection they stated the doors were the incorrect size and couldn't do the installation. I sent multiple emails to *** in which he only responded to one. I finally received a call from ************** the Regional Manager of Installation. He explained that the doors were actually the correct size, and his team again made a mistake. He apologized and provided an additional discount of $800. My new balance due was $5440 (financed). A third and final installation was scheduled by ***** shortly after but the day of installation he called and informed me due to mishandling one of my mirrored doors broke, so they would only be able to do a partial install until the replacement door came in about 3 wks later. Finally in January 2024 my closet purchase was complete. While discounts were applied the lack of customer service and incompetence in execution is unacceptable.
Business Response
Date: 02/28/2024
We do apologize for the inconvenience that was caused during the process of the installation. The client has already been given two large discounts that equal a total of $1300.00. We are not able to give any more discounts then were already given. The job has been installed and completed and again we do sincerely apologize for the inconvenience.
Customer Answer
Date: 03/02/2024

Better Business Bureau:

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:02/23/2024
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.
We contracted Closet World to upgrade our master closet. A woman came out and worked with us on the design that we wanted, took a deposit and set up our financing. We were told we would be contacted to set on install date. Our intention was to get the work done before moving in. We were never contacted. We reached out and they told us our design wouldn't work. So, the same woman had to come out and redo the design. This increased out price and set our instal date back past our move in date. This was not ideal, but we decided to move forward. We waited to hear from the install team and never did. After multiple attempts to contact them, we decided we it wasn't worth it anymore. We submitted the attached email and cancellation document to request our contract be terminated and our deposit refunded. That was on 1.18.24. Closet World told us we would be refunded or contacted by 1.31.24. That didn't happen. We have subsequently called them a half dozen times to follow up and every time they tell us that there is nothing they can do at the call center, but that they will leave a message for management to call us. No one has ever called us.
Business Response
Date: 02/29/2024
This contract has been cancelled and teh funds have been refunded as of 2/26/24
Customer Answer
Date: 02/29/2024

Better Business Bureau:

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:02/20/2024
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 met with a designer, ***** and signed the contract on 1/18/24. The install was supposed to take place on 2/8/24. On 1/31/24, I was email a copy of the design, which showed a larger drawer than what I wanted. I was told by ***** that she would correct the mistake and rescind the document. I signed off on the document and returned it to her that same date. On 2/8/24, they did not call or show up. When I contacted the company, they said my install was placed on hold and that I need to speak to a manager. Well no manager ever called me. Instead the installation department called and set up another install date of 2/19/24. The installer arrived on 2/19/24 and tore out my shelving. I took a peek to see how it was going and that is when I realized that the shelving was too small. The installer manager, ******* called and said that there was a 'filler' in the design and I signed off on it. I told him that I did not know that there was a filler and I only signed the revised design due to the size of the drawer. Now, he is telling me that they have to build another one for me since I wanted wall to wall and pay the difference!!! The designer is not returning my calls and I can't reach a sales manager or regional manager!!!!! Now I have to wait and pay more. In the meantime, I have no shelves because they tore them down. Not worth the hassle.
Business Response
Date: 02/29/2024
We apologize for the inconvenience we caused our client. we do have a new installation date set for 3/5/24, no extra money is being charged for the re-design of the closet.
Initial Complaint
Date:02/14/2024
Type:Sales and Advertising 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.
Entered into a contract with closet world on Jan 31,2024. Day of Delivery Feb 14,2024. I called to get a window for delivery the customer service line said my ordered had been cancelled. I asked to speak to a manager no one is available and no one has returned my call. The designer did message me and said the price had changed. We have an agreement and I want it honored. My client number is ********.
Business Response
Date: 02/29/2024
Contract has been cancelled and funds have been reversed back to credit card on file. ***** has spoken to client to discuss the reason of cancellation.
Customer Answer
Date: 03/05/2024

Complaint: 21294983

I am rejecting this response because:
Why was my contract cancelled if we had an agreement. If it were the other way around and I decided to cancel at the last minute would I get my money back? What right does ur company have to cancel my order if we had a contract? No one reached out to me to work something out. It just didnt make sense for the company so they cancelled 1 day prior? We have a contract. A rep called me recently to say he was just a messenger (probably an intern) he had nothing to do with it and was just calling to tell me my order was cancelled he didnt want to hear me and he suggested I seek legal help if I wasnt happy. By the way I think his name was *****. Very unprofessional of your company having an intern call me. I really thought I was dealing with a more serious company that would honor their contracts.

Sincerely,

*************************
Business Response
Date: 03/14/2024
We are working with the client to resolve the issue !
Initial Complaint
Date:02/07/2024
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 placed an order on 11.21.23 for a new closet. No one contracted me to schedule an install of the closet. When I reached out to schedule a time, I let them know that I was not confident in the providers ability to provide what I was looking for based on my current understanding of the offerings. I agreed to have someone else come out to measure the closet. That person did not show up, I called and said I wanted to cancel to which I was told to send an email to ******************************** and that I would receive a refund in 10 days. I then received a call from someone letting me know that I would not be able to get my money back even though two representatives had already said I could. I simply would like my money back. No work or service or materials have been provided and I know longer am confident in their service or comfortable having them in my home.
Business Response
Date: 02/09/2024
Our client signed a contract on 11/21/23 for $3773.00 Our contract states that the client only has 3 days to cancel and receive a refund this is clearly marked on the front of the contract and the back under terms and conditions. Client called in on 2/7 to cancel. This is past her 3 day right. we cannot cancel the contract.
Customer Answer
Date: 02/09/2024

Complaint: 21262124

I am rejecting this response because: The contract was not fully executed. I never signed the portion about the cancelation policy and the contract was never signed by their designer, thus it is not fully binding. Also, there have been multiple issues with this company. I am not confident in the product. They missed their appointment to schedule. I paid back in November and nothing happened. This behavior is not becoming of a business. No service has been provided, no product has been provided, they are simply holding my money without my consent. I do not want to do business with them. They mis represented their product and after hearing first hand information of the poor work I do not want to proceed.

Sincerely,

***************************
Business Response
Date: 02/13/2024
the contract states you have 3 days to cancel and receive a refund your signature and the designer's signature is on the bottom left of the contract. Your order is in a pending status, and you can call at any time to ************ to remove from pending and set a date you are past your 3 day right and contract cannot be cancelled.
Initial Complaint
Date:02/05/2024
Type:Product 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.
Entered contract November 11 2023. Paid $453.00 deposit to Closet World for a simple hall closet. No work was done on December 15 2023 installation date as product not measured correctly, installer did not bring his drill, and I witnessed back and forth cell calls between designer, installer and Closet World Supervisor arguing if product was measured or manufactured incorrectly. Was a circus. Contacted Closet World via letter on January 29, ****, as no one reached out to me on project status. I have asked for full refund several times to no avail (both orally and in correspondence). I am now contacting the BBB and may pursue legal remedies as it appears my project has been abandoned. Closet World has treated me as they have others who have posted complaints. Closet World has breached their contract and will not remedy this situation by issuing a refund -- and months (and several holidays) have now gone by and I still remain without a closet!
Business Response
Date: 02/07/2024
We have spoken to our client and we have agreed to cancel the contract and refund the deposit
Customer Answer
Date: 02/07/2024

Better Business Bureau:

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:02/02/2024
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.
We had a designer come out to take measurements and she was so lovely, I really liked her. Unfortunately she did not listen to my husband when he told her what closet depth we wanted and we did not check her work.... it never occurred to us that A. she would not listen and B. that she would not use the entire space we had available for the closet. Pan to 2 weeks later when my husband finished preparing the space (he had surgery so couldn't do the work right away) and we looked at the plans only to discover the discrepancy of over 4 inches!!!! I contacted her straight away (at this point the install was 2 days away) and told her what happened. She said there was nothing she could do and I would have to speak to a manager. After 6 calls and messages he finally got back to me to tell me that there was absolutely nothing that he could do for me since the pieces were already cut. I am a repeat customer and was willing to pay for the difference in price for the correct measurement. He said there was nothing that could be done and that they would keep our deposit of $1023.00 and that I could find someone else to work with. To say I am disappointed is an understatement. I wish I had read the reviews on this company before deciding to hire them again because they really and truly do not care about their reputation or their customers.
Business Response
Date: 02/05/2024
We sincerely apologize for your experience. It is our understanding that you have been contacted by a regional manager and have resolved your issue. Customer had issues with measurements that were signed and agreed on contract. We chose to refund the customer as a customer gesture.
Customer Answer
Date: 02/05/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ****

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Closet World is BBB Accredited.