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

  20466 Corsair Blvd Hayward, CA 94545-1004

  
• 

  Closet World

  2460 Ash St Unit A Vista, CA 92081-8424

  
• 

  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:01/25/2024

  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.

  Job is not finished , shelves are missing.They removed a 2 drawers from the original design because of a bad design and we could not open the drawers. Shelves are falling, hanging rods are falling because cabinet is moving from its place.Created a hole in the wall without fixing it. Contacted the Manger and the designer multiple times and no answer.No one showed up to correct the problem wants full refund on my money and I wanted them to remove it from my house.

  Business Response

  Date: 02/08/2024

  a $390.00 credit  or drawers not installed was given on 1/22 back to her finance account 

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21199022
  
  I am rejecting this response because: The cost of refunding the 2 drawers cost is not the only problem with this job. Shelves are fallings, hanging rods is coming from its place and missing shelves from the original design. The 6 drawers provided where 2 of them could not open them due to a bad design from the original designer and the 4 left in there where 10 inch deep on the inside. Not enough space to put any kind of cloth inside. I had to buy longer Hanging rods and supporting bracket to support the floating cabinet to the wall other wise it will move every time we hang cloth and place the shelves on the shelves tabs. I had to customize a wider shelves at ********** in order for the shelves tabs can hold the shelves and there will be less mobility to the whole rack. 

  I tried to reach the installers manager and the designer of the cabinet multiple times and no respond. I send them text messages and pictures of the falling closet still no respond. I even attached pictures to an email showing the damage to the wall that the installer did during the installation, an opening 2X6 inches in the wall when one of the cabinet fell face down and hit the opposite side of the wall to cause this major opening in the wall and still no one cared. 

  Bad business ethics, bad quality and advertising as the best on the market, bad customer service, and the warranty is just ink on paper. 

  I am not the first victim to this kind of bad business many people post online how bad the service from this company is. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/13/2024

  we have spoken to our client and a service sate has been set for 2/26 to address the issues 

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21199022
  
  I am rejecting this response because:

  They agreed to redo the one side that it is badly designed and they need to reimburse me for all the parts that I had to purchase to make there job more functional and sturdy. I heard they want to compensate me with some inconvenience and loss of time but I still did not hear how much they will compensate me. this is not final until they redo the one section that we agreed on and check the other sections that are not build well to be reinforced or redesigned.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/18/2024

  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.

  On Dec. 5, 2023 *************************/Closet World came to my 94-year-old mothers house to take measurements to replace a broken closet door. During conversations both prior to her visit and at the house, she failed to tell my mother that Closet World doesnt carry French Doors, nor did she show her any pictures of the company's products. The Certified Designer sold her a closet door which was incompatible with the one already there. (You cant reasonably expect a 94-year-old to effectively navigate the internet to see pictures on Closet Worlds website.) My mother made the first installment of $1270.00 and signed the Home Improvement Contract. While my contact information was written on top of the contract, I never received any communication from her. *** left three messages for ***********************, and she hasnt returned my calls.Furthermore, the installers who came to install the door couldnt do so claiming that the measurements were incorrect. The boss then sent out someone else with more experience who nicely explained that the closet doors dont match. He was the only employee to show some integrity.This company has engaged in Elder Abuse. It sold my mother a closet door which any Certified Designer would know isnt well suited to the closet scheme. I want a full refund from Closet World. My mother negotiated in good faith only to be swindled for a sale. Closet World puts profits over product.Client #******-0

  Business Response

  Date: 01/23/2024

  We have spoken to client and agreed to cancel the contract. we do not offer french doors 

  Customer Answer

  Date: 01/23/2024

   
  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:01/09/2024

  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.

  Water is leaking from the work done in my garage when cabinets were installed.

  Business Response

  Date: 01/09/2024

  We have spoken to our client, and she is currently having a plumber go out to fix the issue then she will be forwarding the invoice to us here at Closet World and it will be taken care of. The client is currently working with ***** and ****** to address all issues. 

• Initial Complaint

  Date:01/09/2024

  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 had built-in closets done in May of 2023 by Closet World. Drawers were included in my master bedroom closet. Now, after seven months, one of the 11 drawers is rubbing onto the other one, causing particles to fall onto my clothes and the finish will be coming off soon. They told me it would be $130 for a "trip charge" to look at it. Apparently my warranty, if they are even honoring it, doesn't include coming to the house where to product is installed.

  Business Response

  Date: 01/09/2024

  The $130.00 fee is for labor/trip charge this is not included in the warranty it is a separate charge. This $130.00 fee will include all repair needed for the closet there in not an additional charge.

• Initial Complaint

  Date:01/09/2024

  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.

  Entered into contract on 11/18/23, never explained how it works nor how cancellation works. tried to cancel on 12/2/24 due to father having terminal illness (had a heart attack in another country, needed to get him back to America with special accomodation due to stretcher, oxygen and special medication. Was told needed to speak with manager before they can cancel, never received any calls. I have called 7-8 times. When spoke with *****, manager, he said he cannot give me the refund because material was already cut on 12/12/23. I told him the situation, and I have cancelled before the materials was cut. But no sympathy, does not care of the situation at all, he just said we cannot refund you the deposit, the materials was cut and done on 12/12/23. Very rude, unsympathetic, discourteous. I just want to get refund because of unavoidable financial expenses, that getting a refund definitely helps a lot.

  Business Response

  Date: 01/09/2024

  Contract was signed on 11/18/23 her installation date was set 12/7/23 client re-scheduled her appointment the day of. This product was custom designed for her home and has already been manufactured. on 12/11 client called to cancel the contract this is well after the 3 day cancellation policy the sales manager explained we cannot cancel due to the product already been manufactured. Her job can stay in a pending status as long as needed, but unfortunately, we cannot cancel the contract. We do truly understand our client is going through a hard time and we are sincerely sorry for that and for the way you were treated when calling in, and I am truly sorry we can not cancel the contract. When you are ready your product will be here.

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21076938
  
  I am rejecting this response because:

   I have cancelled this contract on 12/02/2023, called a few times and then told me that they have not received the cancellation form. I sent the cancellation form on 12/2/2023, 12/7/2023 and 12/11/2023 before they even made the product. Cancelled the installation way ahead of time on 12/2/2023. Called about ***** times to follow up but no one followed through and no one responded either by email or by phone. 
  
  Sincerely,
  
  ********** **********

  Business Response

  Date: 01/11/2024

  If client would like to forward the email  to: *************************** she sent to sales within the 3 day right showing the date that it was sent i can take care of it.

• Initial Complaint

  Date:01/09/2024

  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 called closet world for a week now trying to get my refund for an order that I placed. They have refused to give me a call back and refund my money. They keep telling me a manger will reach out and a week has passed and nobody is calling back from there company. They are the worst and they are crooks. They have no intentions on helping you and have the worst customer service. DO NOT USE ******************** THEY!

  Business Response

  Date: 01/09/2024

  Client signed a contract with Closet World on 12/6/23 for $10,452.00. Client is trying to cancel outside of the 3 day right to cancel the contract. a sales manager did reach out and left a voicemail explaining that he is outside his 3 day right. This product has already been manufactured and was custom designed for his home. If client still chooses to cancel the contract, he will forfeit his deposit this is clearly marked under terms and conditions of the contract. We will not be refunding the deposit back to our client.

  Customer Answer

  Date: 01/15/2024

   
  Complaint: 21063859
  
  I am rejecting this response because: I have absolutely no voicemails from any manager from closet world. I had called within the 3 day cancellation, but closet world refused to let me speak to any manager about my cancellation and repeatedly telling me that they could not connect me to the installation department to cancel my order and after a week of calling I finally got ahold of someone at the cancellation department to cancel my order. They were very strategic on how they handled this cancellation. Still to this day I have not heard from any manager or any individual from the company to help resolve this issue. This company is criminal and unethical.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 01/17/2024

  all cancellations have to be emailed in client did not cancel within 3 days ( if he did please provide email that was sent showing date) we can not cancel as teh product has already been manufactured

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21063859
  
  I am rejecting this response because: Not a single employee ever told me or had requested me to write an email for my cancellation. That is completely false all you are doing now is flipping your story. First you said a manger reached out. Now youre saying that an email needed to be sent. You need to get your story straight as for how you deal with customers. You have many complaints on yelp, ****** and the BBB regarding the exact same situation with other customers. To this day, a month later not a single manager has reached out to me about my account or cancellation. The most communication I have received is from this website. 

  
  Sincerely,
  
  ******

  Business Response

  Date: 01/17/2024

  i will reach out to sales and have them call you again (it is clearly marked on the front of contract that you have 3 days to cancel the sale) your product has been manufactured and all the notes coming in that you called or well after the 3 day right. I do apologize but this is custom work the product has been manufactured so we unfortunately cannot cancel. 

  on 12/6 you signed the contract, and an installation date was given 12/21/23

  on 12/19 YOU r/s the installation to be installed on 1/10

  so as you can see you r/s 2 days before your assigned install date and the product was manufactured this is well past your 3 day right to cancel. 

   

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21063859
  
  I am rejecting this response because: I called within the three days, but yours associates kept telling me that they were unable to transfer me to the installation department to cancel my installation. It took me over a week just to talk to someone in the installation department because youre associates kept saying that they werent able to transfer me to them, and finally I was able to talk to someone kind enough to transfer me to the insulation department so I could cancel. You guys strategically locked me into the after The three day cancellation.  And to prove my point even more its been a month and a half and I have not heard from a single person at your company up until filing a report on the BBB. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 01/18/2024

  I do apologize however your dates are not making sense you r/s your install way after your 3 days right. and again, your job is already manufactured so we cannot cancel and refund the money. Your contract will stay in a pending status and if you chose to cancel you will lose your deposit.

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21063859

  How can you keep it in pending status when I have been trying to cancel for the past month. I WANT MY ORDER CANCELLED ENOUGH WITH THE BACK AND FOURTH! You have many poor reviews. That already speaks volumes to how you guys conduct business. Take my order off pending and cancel it. This is exactly my point, the run around you guys have made me do just to try and cancel an order. Now everyone can see how you guys operate. Cancel my order and refund me. This has gone on for weeks this is how you guys strategically get your customers past the 3 day cancellation period. Youre going to tell me Im being put in pending when I have reported you guys to the BBB for not canceling my order. This is ridiculous. Cancel my order! 
  
  Sincerely,
  
  ******

• Initial Complaint

  Date:12/13/2023

  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.

  Was quoted a price through emails and attachment's to re install pantry to be told several weeks later they do not provide that service. Pantry was removed to prevent damage from water due to a broken pipe in home. Closet World was contacted prior to having pantry removed to ensure I was following protocol and it would be able to be reinstalled

  Business Response

  Date: 12/14/2023

  We have reached out to client and a date has been set for 12/27 to re-install 

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20998265
  
  I am rejecting this response because:
  
  Complaint: 20998265
  
  I am rejecting this response because: Ot should not have taken this long to speak to executives regarding this matter and come up with a solution. The fact that I could not a return call or email from the Regional Manager and the original supervisor who misquoted and misinformed me in the first place reached out to my wife all of a sudden stating they could do it and demanded $850 up front was not how I expected this to be remedied let alone without an apology from the people who should be managing their employees. In total I spoke to 6 people half of which told me the job could be done and the other have said it could not. That leads me to believe there is a bigger problem with this company. I have had to go back and forth and keep my claim open all this time while waiting for a response that finally came after a month. now I fear that the job will not be done with the care and professionalism that O am owed. I just received the quotes that requested to submit to my insurance company what it would cost to install the same pantry with todays inflated prices. That is 100% unacceptable 
  

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/14/2023

  i do apologize for the inconvenience of the mis understandings the client went through. As a customer service gesture, we honored the quote the first supervisor you spoke to gave you. Normally if the product is removed by some one other than Closet World,   we will not re-install it as it voids the warranty.  I am sorry you had to wait so long to get this taken care of. Our installers will be 100% professional and get the job done to your satisfaction.

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20998265
  
  I am rejecting this response because: now Im confused because the message stated that if the pantry was removed by someone OTHER than closet world? What exactly do you guys offer other than the initial installation? This is my issue on person telling me you remove and reinstall, another person telling me you do nothing other than initial installation, another person saying you can reinstall but only if it was removed by closet world. *** spoken to 6 people including an installation supervisor, district manager named ***** and the Regional Manager ***** all whom have told me something different. On top of the unprofessional demeanor of this District manager telling me its my problem and to go back and hire the people that removed it, only to find out he isnt even the supervisor of the previous person who quoted me the misinformation. Finally, still not receiving any call back or apologies from anyone including the regional manager. This kind of unprofessionalism and misinformation is unacceptable just for the company to say well well honor is and you still have to pay for it and without the courtesy of any sort of apology
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/13/2023

  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 a large order with Closet World. They did the garage and the rest was on hold until my remodel was complete. I found out about layoffs at my company and placed a cancellation for the rest of my order. I have reached out everyday for the last 7 days, sometimes 2x a day, to speak with a manager and I am told every time that they are in a meeting. They will take my name and number and have a manager get back to me. So far, nobody will return my call. I would like *********** back for the 2nd part of my order.

  Business Response

  Date: 12/14/2023

  Unfortunately, client is past their 3 day right to cancel. Their job is in a pending status and can stay that way as long as they need it to. We do understand regarding the lay off and we do apologize for the inconvenience. I will forward to a sales manager to reach out to discuss with our client regarding our terms and conditions of the contract.

• Initial Complaint

  Date:12/07/2023

  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.

  We asked for 4 add on jewelry drawers to our existing closet world custom walk in closet. Designer came to our house, measured, gave us a quote for 4 drawers and signed the contract. At install day, i called to confirm as I didnt get any phone call day prior, only to learn that our project was pending. **************** says she doesnt have access to why its pending but only a sales manager who arrives at 10am. I texted the designer to follow up. Texted her 3 times throughout the day as she states she was in a meeting all day.. She sends me a text saying she was instructed to make another appointment with me and that the project was underpriced.. Then VP of sales sends a text message at 6:15pm asking for appointment time? I told her a contract is legal document. Still waiting for an install date. They wanted to meet up again to amend the contract because the glass to be used is synthetic glass.. The real issue is Designer quoted lower than what sales wanted for the project but during design visit, designer was on the phone with sales manager negotiating on pricing. Everything is recorded in our home camera.

  Business Response

  Date: 12/07/2023

  The client is correct that we were engaged to provide 4 additional drawers for an existing closet system that Closet World installed in 2017.  The job was initially held up because the designer failed to submit all the required and customary paperwork.  Once we received the paperwork,we realized we could not manufacture the job based on the designs we received.  At this point, the job went into pending status because we were not able to resolve the open issues in time to meet the original installation date.  As part of our standard operating procedure, it is the responsibility of the Sales Manager to contact the client to inform them we would not be able to meet the planned installation date and inform them of next steps.  Unfortunately, in a rare occurrence, the sales manager did not see the pending notification and therefore did not contact the client.  It is for this reason that the client did not learn of the change in job status until she called to confirm the installation.  Upon learning of this on 12/5 the client called customer service and left an urgent message for a sales manager to return her call.  As the client mentioned, our VP of Sales reached the customer the evening of 12/5.  VP of Sales had conversation with the client the morning of **** during which he explained and apologized for the unfortunate situation. He assured the client that the company would do whatever necessary to address the issue.  He then had several conversations with client to clarify the items that were unclear from the original contract. This to make sure we get it completely right for the client from this point forward.  During this time, it became clear that the clients expectations of the job to be performed were quite different than the details originally provided by the designer.  In addition, what the client expects is almost twice the price of what she paid on the original contract.  Despite this,VP of Sales assured the client that we would honor her expectations and do so at no additional cost to the client.  Once the client signs the revised design and contract, we will be able to provide them with an expedited installation date.

• Initial Complaint

  Date:12/05/2023

  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.

  Hello! I purchased a set of closets from closet world. The closets costed me $5700. They are not the same photos that they had showed me from the catalogue. The closets also came damaged. They look like something purchased off the shelves of a big lots. The closet has visible scratches and some rods are missing. Tried to come up with a resolution with them with no help. Please help me

  Business Response

  Date: 12/27/2023

  Our client was shown a sample of material and a design catalog. The installation was installed 100% to what the client signed, we spoke to client the day after and her only issue was she does not like the melamine material she did not mention anything about damages, or a service needed. Our manager reached out today she was complaining about some shelves being chipped and wanting to upgrade material our manager offered to replace the chipped shelves and offer a price for upgrade client declined both!  and wants unit removed. We do not remove units after they are installed, they are custom designed for that client. If customer changes her mind we will be more than happy to assist with those changes

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 20958087
  
  I am rejecting this response because:
  The product shown did not match the product delivered. The man that reached out from the company offered zero resolution and was arrogant and rude. Bad product delivered and even worse customer service. Part of ********************** fell apart 2 weeks after delivery. Very bad company to work with. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/12/2024

  we have spoken to client on many occasions: This job is installed 100% to what the client signed. We have offered to upgrade, and a highly discounted price and she declined. If client should change her mind the offer will stand.