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:11/13/2023

  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.

  I got a quote from closet world and I emailed the designer and asked for certain changes to be made, including the addition of shelves on wall D. It was agreed-upon and I decided to move forward with them. My designers name was *************************. She came to my house with the contract and showed me the designs. I noticed wall d was not in her sketched design and she said oh yes, sorry about that and sketched it live right there in front of me. But my copy which she had already ripped off did not have her sketch. I verified with her twice to make sure that the shelves would definitely be in the design and she said yes she would make the adjustments when she got home. Fast-forward a month later, the installer shows up and wall D is not in the design. They told me they could start installing the three walls that they had approved but I wasnt comfortable with that just in case Closet World decided to say they wouldnt approve wall d because it wasnt in the design. I called ***** and she said that was her mistake and she would call her manager and let them know. She said she had another appointment and would call me back in 30 minutes. An hour and 15 minutes went by and I had spoken with so many different people at Closet World, meanwhile, the installer is still waiting in my driveway. Nobody could get a hold of her and she eventually turned her phone off and it was going straight to voicemail. I just needed written proof that they would honor wall D before I was comfortable letting them start work. The installer waited for over an hour and a half before he finally left and I had to reschedule for over a month in the future. I had completely emptied out my giant closet and moved things scattered throughout the house and now Im going to have to move them back in and out again. The installer told me that if they dont approve wall D and I decide to cancel that I will forfeit the deposit that I put down. I want the design I paid for or to cancel and get a FULL REFUND.

  Business Response

  Date: 11/17/2023

  Our installation has reached out to client a date has been set for 11/27/23 which will include wall d 

  Customer Answer

  Date: 11/20/2023

   
  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:10/24/2023

  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.

  We enter into contract with Closet World on 8/28/2023. Where at no time did they explain any of the prep need to complete their work. Had we know that we would have made the necessary fixes to the area prior to installation. No where in our contract does it state any of this requirement. No comprise was given by the company other than prolonging the installation. We have removed all clothing and now are faced with no where to hang them

  Business Response

  Date: 10/31/2023

  Install was completed on 10/23/23 - we do apologize for the inconvenience everything is listed on back of contract under terms and conditions. 

• Initial Complaint

  Date:10/17/2023

  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.

  Mid september the closet world was supposed to make cabinets for my two closets , I paid $6000.00 which they claimed to be in a special 50% discount final day ( which turned out that that special discount has still been continuing and they lied and mis presented)the company tried the installation on October 2nd which I noticed that the material was cheap and not finished on the edges with melanism covers ( as shown in the pictures) also they ruined my walls and baseboards and covered the sewer drain spot and in order to cover up then they put pieces of baseboards inside the cabinets against the wall which is a tricky and mickey ***** job ,which I caught them and told them to correct the mistakes and they did not and they left the job in the middle unfinished and in a mess and still my cabinet room ( which is a part of my home office) is unfinished and in a mess of the bad job they have done I am still using other parts of my house as home office which is very inconvenient, I am very disappointed and unhappy.I and my wife called the closet world several times by phone and email,and only one time got a message that they will take care of the problem and never heard from them as of today 10-17-2023 I want my money back and they need to take all the cheap cabinets out and clean up. I do not ever want to do business with this company closet world acted totally unprofessional and dishonest

  Business Response

  Date: 10/31/2023

  Laundry room has been cancelled and $4000 was refunded back to the **** card on 10/27

• Initial Complaint

  Date:10/16/2023

  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.

  Closet World pressured my wife to place a down payment, stating the 50% discount may end soon. The discount is still in place months later. We are disappointed by the quality of the closets and asked for an itemized list of component prices, but Closet World has refused to provide a price list. We are looking for an itemized list so we can understand where our money went and a price adjustment.

  Business Response

  Date: 10/16/2023

  A breakdown of each closet was sent to our customer, along with the discount that was given to him. We do not give a breakdown by each component..

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20737310
  
  I am rejecting this response because Closet World refuses to provide an itemized price list. I believe the company inflates the price and then gives what they claim is a limited time 50% discount. From the reviews Ive read, the company always offers a 50% discount. The discount is still available on their website today.
  

  Closet world manipulates prices, pressures customers to place a down payment before the 50% discount expires and doesnt allow customers to see what each component costs. 
  

  Shame on this manipulative company. I am telling everyone I know to avoid them. I would never recommend or use Closet World again. 
  
  Sincerely,
  
  ***********

  Business Response

  Date: 10/31/2023

  a breakdown of each closet was sent to our client  we do not breakdown by piece 

• Initial Complaint

  Date:09/05/2023

  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.

  I signed a sales contract on July 20, 2021 for two closet systems. Closet world charged my **** card ****** two times, once for each deposit. Closets were never delivered. We contacted them multiple times. They claim that they refunded my credit card the total amount of ******** on May 31, 2022. I have verified with my card carrier that this transaction did NOT happen. They continue to tell me that a manager will look into it and contact me, but no one ever does. According to their Yelp reviews this is a standard practice of theirs. Please help me recover *********** paid for work never performed. Thank you.

  Business Response

  Date: 09/19/2023

  This contract has been cancelled and a refund check was mailed to client on 9/7 check # ****** in the amount of $1515.20

• Initial Complaint

  Date:09/05/2023

  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.

  Installer was to arrive between 8:00-10:00 today September 1, 2023. No show and identified would be 25 minutes late after calling installation department. Therefore contract was terminated.

  Business Response

  Date: 09/07/2023

  We have spoken to our client, and we are going this Saturday 9/9 between the hours of ****am for the installation. 

• Initial Complaint

  Date:08/31/2023

  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.

  On July 28, 2023, a Closet World salesperson sold three closet systems to my wife. The salesperson stated her company's 50%-off deal would likely end soon and when my wife said she'd like a quote from another company, Ms. ******* stated the other company would certainly be more expensive. My wife placed a non-refundable down payment. The other company provided a lower quote, but it was too late, due to the down payment made by my wife. The 50% off deal is still in place today, one month later.I've asked three representative's from Closet World for an itemized list with prices to help me understand how three closet shelving systems could cost $5186 after a 50% discount. The closet systems would have cost $10,372 without the discount. That number is hard to believe. All three representatives have refused to provide an itemized list.

  Business Response

  Date: 09/20/2023

  I called & spoke directly to client and apologized for our sales department not helping him with his situation. I did text him a breakdown per closet at his request and texted over to him he has my number if he has any further questions.

• Initial Complaint

  Date:08/25/2023

  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.

  July 28, 2023 we completed an order for 6 closet systems for over $5,000. Our credit was run by Closet World sales representative ***, from ******* location in order to obtain 18month same as cash financing. Installation was scheduled for August 24th. We paid a $1,000 check deposit as we were told we were required to do , even though we were financing. On or about August 5th we completed a second order for three sets of closet doors. We paid a $998 check deposit. The balance of the order for closet doors was going to be paid with a check. The week of August 14th we were called, asking if we could have installation on the 21st. We agreed and were told arrival between 9 and 10am.August 21st by 11am, no one arrived. We called the company to inquire of arrival time. We were told our order couldn't be found. This resulted in no less than 3 hours of phone calls. Ultimately, District Manager *********************************** became involved. Following 3 separate calls with him he told us that he would personally come to our home on August 23rd at 7:30pm, to review our order, make any corrections required to the paperwork, and get us setup for installation the week of the 28th. He never showed. The direct number he provided to us was to an answering service that was never able to get a hold of him. He, nor anyone, attempted to get ahold of us until today. ****** called today, August 25th, 1 day AFTER our originally confirmed delivery date, to inform us that our order closet system order is being cancelled in full b/c the salespersons contract was not completed correctly. They have not refunded our money.

  Business Response

  Date: 08/28/2023

  we were out at client's house on Saturday and all issues have been resolved. 

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20522486
  
  I am rejecting this response because:

  A new salesperson came out Saturday, remeasured everything.  Getting a salesperson out to measure doesn't seem to be the issue.  It is actually receiving the product that is a major concern.  Currently, the only improvement is that this time we were left with paperwork.  We will be waiting an additional month for our closet systems and I'm convinced we will actually get them.  We were told we would hear from **** or ***** yesterday about an earlier install date and have heard nothing.  

  There is nothing to keep them from cancelling the order.  They actually told us they were cancelling the order on Friday August 18th before scheduling a salesperson to come out.  I am concerned they will stall for another month, keeping our money and wasting our time, and we will be right back where we started.  

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

  Business Response

  Date: 10/31/2023

  .1 contract $4990.00 contract was cancelled, and deposit was transferred to .3 contract.

  .2 contract $5500.00 contract is installed and paid in full ($1100.00 check $4400.00 finance) balance $0.00.

  .3 contract $4990.00 contract is installed and completed ($998.00 was transferred from .1 contract $1500.00 was financed) there is a balance due on $2494.00 due on account.

   

• Initial Complaint

  Date:08/21/2023

  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 July 24, 2023 I had a scheduled closet installation date from closet world. On that day, no one showed up nor made any attempt to contact me as to why no one showed up for the closet installation. I called closet world and they told me my account was on hold. However, no one could explain why my account was on hold. On July 29 I called closet world and requested a refund due to services not rendered. Despite me calling closet world about a dozen times, written three emails and made several text messages to the salesman who came to my home, a refund has not been issued. Every time I call closet world they tell me that theyll pass my message and emails on to a manager and that someone will call me back. However, after a month of hearing this, I feel like this is a ploy. No one has returned any of my messages. Closet world doesnt have any intention of giving me a refund or contact me concerning this issue. What I am being told is that theyre not issuing me a refund because I canceled the contract which is untrue. Im asking for a refund because no one came to my house to do the closet installation in which I made a down payment for. I didnt ask for a refund until July 29, which was five days after the installation was scheduled. I did not an el contract. They did when they didnt show up as scheduled in the contract. Im seeking a refund of $143.60 (credited back to cc that was used for down payment).

  Business Response

  Date: 08/22/2023

  This account has been cancelled: However, the funds have not been reversed due to the fact the client has disputed the charges through his bank. Once we get notice whether client has received funds back or not, we can credit account once bank has notified us the funds were not already given back to our client 

  Client # *******

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20502911
  
  I am rejecting this response because bank denied my dispute because Closet World told them I cancelled contract after 3 day grace ******* Closet World submitted a false statement to bank. Contract was never cancelled. I requested a refund, five days after scheduled installation date, to which no one from Closet World showed up for. The last representative I spoke to, which was a sales manager, agreed to give me refund, but that never happened. I dont have any attachments to submit but Closet World should have this documented in my file (3319743.0).
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/25/2023

  The contract was just cancelled client was out his 3 day right to cancel by 1 day: as a customer service gesture we are allowing client to cancel the contract. Both charges have been refunded $143.60 on 8/25 confirmation # *****c and $143.60 on 8/25 confirmation # *****c. We are taking are customers word that the bank will not release funds back to him, if for some reason they remove the funds from us we will contact client to inform him. He should see the refund with 48 business hours.

• Initial Complaint

  Date:08/14/2023

  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.

  In ***** 2023, we engaged ClosetWorld to install a master bedroom closet in a new home. The original design was drawn out in our previous home (*************) with designer **********. We used ClosetWorld previously to install closets in 16 Tango Lane and explained to ********** we wanted a simililar design, which she **** out for us. (Photo 1) This is the design in question because while the drawers are drawn to look even, her handwritten measurements do not reflect the design we discussed and showed her. The new closet was installed on May 2, 2023 in our new home at 2 Scarlet ****** During installation, we noted that the drawers weren't aligned as per the design. That day, we spoke with the installer and **********, and they agreed that the drawers should be aligned. In order to complete the installation, the installer wrote on the delivery receipt (*COMING BACK TO REPLACE 5 DRAWERS). Photo 2. ********** returned May 5, 2023 to see the drawers. We went over our ***** design conversation and spoke via phone with a female supervisor. It was agreed they would correct, and determined only 3 drawers needed to be replaced, as 2 of the drawers could be used by moving their placement. A new design was provided. Photo 3 On May 18, 2023 I contacted ********** via text message to ask who to follow up with regarding the status of the drawers. She advised her manager was handling it and would call me soon. See photos 4 (1 to4) of text message exchange. We followed up with calls and emails in June and July with no response. I called again on August 13 and finally resorted to posting on their ******** page the same day. See photo 5. Someone called on August 14, 2023. I was routed to a male named *****. ***** was rude, condescending and stated that there was no way the drawers would have fit per original design. He would not let me speak and wanted to rehash the design issue again, instead of helping to effectuate the previously agreed solution.

  Business Response

  Date: 08/16/2023

  Contract was installed per plans that the designer **** up. We have called our client and do understand they are not happy with drawers. We have set a date for 8/25 to fix this issue for our client.

  Customer Answer

  Date: 08/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution to correct the drawers, with install date scheduled for September 25, 2023, is satisfactory to me. Thank you for your assistance. 
  
  Sincerely,
  
  *******************************