Complaints

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

close

Find a Location

Closet World has 4 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Closet World

  3860 Capitol Ave Whittier, CA 90601-1733

  
• 

  Closet World

  20466 Corsair Blvd Hayward, CA 94545-1004

  
• 

  Closet World

  6680 Surrey St Las Vegas, NV 89119-3928

  
• 

  Closet World

  2460 Ash St Unit A Vista, CA 92081-8424

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/14/2023

  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,
  
  *******************************

• Initial Complaint

  Date:08/02/2023

  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.

  The worst customer service ever and the worst design of my 3 closets. They first canceled my installation appointment without notifying me. So i had to change my move date since they delayed my appointment for a week. I asked for a discount or a credit of some sort but they denied. They finally came to install the closets after a week of delay and the design of the closet was the worst. The depth of the closet was only 12inches when my closet was 30inches. The sales lady did such a poor job designing my closets and didnt explain to me of her design. Do not buy from them. They claimed they are commercial grade material but it's not. DO NOT BUY FROM THEM.

  Business Response

  Date: 08/08/2023

  The customer signed the contract on 6/30 she paid for 12 & 16 deep client also initialed the designs showing what she was getting. Contract was installed 100% to what client signed for. If client would like to make changes, we would be more than happy to assist her in that. I will have a supervisor reach out to our client. We do apologize that our client is unhappy with the final product.

• Initial Complaint

  Date:07/10/2023

  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.

  *************************** -- Dispute with Closet world over uncompleted cabinets installation Yahoo/Sent *********************** <****************>To:***************,***************************, Jul 7 at 2:27 PM Wescom, To whom in may concern,Thank you for speaking with me yesterday about my dispute with Closet world. I originally reached out top the Designer - ******************************* with my concerns and she referred me to the manager *******. I have attached my text messages with and the Manager *******. This was done by texts because they refused to give me the manager's email. . This project is not completed for the following reasons as stated in my texts to ******* ( manager) and his responses. Please see the attached texts and pictures. Several of the cabinet doors have visible scratches on them when installing and need to be replaced. Also holes were drilled in the cabinets doors and facing in the wrong areas and were covered by sticky paper discs which is totally unacceptable and I also documented this for replacement. There are several visible gouges on the cabinet edges and facing as shown by the pics and need replacement. ******* ( manager) stopped corresponding with me after my last request Feb 22 nd . Installers came to my house several times and never fixed all the problems .I signed a paper after each visit documenting that they came.This in no way constitutes that the job was complete as you can see by my last txt on Feb 22nd with ******* after the last installer came out to my house I am forwarding this to the local chapter of the Better Business Bureau and will copy you. Thank you for your prompt attention in this matter. I can be reached at ************ Total cost was $5500 I paid $2500 and am disputing the remainder $3000 pmt through my wescom **** Wescom accepted my dispute and reversed charge ,now closet world is countering my dispute, they claim work is complete still no resolution

  Business Response

  Date: 08/08/2023

  We have reached out to our client and we are scheduled to go out on 8/9 to address all issues 

• Initial Complaint

  Date:07/05/2023

  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.

  6/13/23 verbally spoke to designer *************************, re: pantry with utensils drawers and shelves for pots and pans, and specifically shelves for groceries(can goods).****** did my wall unit,garage and office back 4 , 5 yrs did excellent job, trusted him to carry my verbal instruction, did not check written job order.my fault for trusting him ,did wall unit *********** only 2 shelves in one side,same in another side with utensils front to back 10 inches.You can not find any to put utensils with that measurement. What kind of pantry only has 2 shelves,distance 2, 25 inches pile can goods and will topple on a77year woman which I am. Reach out to designer and ****** told me instruction is 16 inches and will fin out why only 2 shelves.Never heard from him reach out to ***** of Closet who called me to find out if everything ok .Sent him pics of drawers and shelves but claim its how it is . Not the same company I deal with before.Now they put shelves but charge me more.What kind of pantry with only 2 shelves,deceit started with the designer.Company should be censored and penalized for deceiving Senior Citizens who trusted company.

  Business Response

  Date: 07/06/2023

  Our manager will reach out to client to address the issues and see what we can do to make our client happy  It was installed 100% per plans that teh client signed howvere we do not want our client to be unhappy.

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20277899
  
  I am rejecting this response because: I have complaint ID #******** I was not able to answer the respond of your office as my blood pressure was high and stayed in bed for 4 days then went to ****** to have verified and was required to monitor my ** 3 times AM and 3 times in PM for a week and and half. Its getting better so I am able to see email. Closet World respond to you was to call me, never received call from them. I would like to reiterate my complaints ,make copy of the first and these to send to my credit card, which I did not pay the deposit until resolve. Thank you for responding so fast, will monitor my email for your respond.
  
  Sincerely,
  
  Teofelita Takeda

  Business Response

  Date: 07/20/2023

  Our district manager has spoken to our client and we are going out on 7/28 to drop off free extra shelves.

• Initial Complaint

  Date:06/15/2023

  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.

  We had closets installed by Closet World on January ***** 2023 Our sales rep was: ******** Le Veel (***************************************************)Install address: ************************************************************ Unfortunately, the custom clothes **************** drawer installation has continued to be troublesome. Faulty hardware, latches etc are causing the drawers not to work as expected.When we called on June 13th the customer service department informed us they wouldn't come repair and that they'd only help if they charged us Parts and Labor (for their faulty installation and parts)We're looking for either a no-charge service repair to resolves the issues (both Jewelry drawers and clothes hamper drawer) OR refund our money for the entire closet purchase/installation so we can work with another company to install properly working closets.If you have any questions, please let me know. Thank you for your help!

  Business Response

  Date: 07/06/2023

  Our manager will reach out to client to address any issues 

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20191314
  
  I am rejecting this response because:

  The business is still trying to charge an exorbitant amount to repair their faulty system. 

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

  Business Response

  Date: 08/08/2023

  There is a labor charge on all warranty issues. We will reach out to our client again to see if we can come up with a resolution for our client
  
  
  Thank you
  
  
  *****************************

• Initial Complaint

  Date:05/24/2023

  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.

  My first installer sold me on a wall unit that I specifically told her I wanted it to look like a wall unit. She showed me a book and all the units she showed me had molding and looked nice. They looked like living room units.What I got installed was not a wall unit but a closet unit posing as a wall unit.So I called back and told them I was upset and this isn't a wall unit but a closet shelf.They sent out a new rep who showed me all the molding. Why do I have to pay extra for this when I told her I wanted a wall unit and all the wall units they have in their showing book shows molding.Ok no problem - I'll pay for it because now its a waste of money if I don't get it fix.So the second sales rep sold me on the molding. Wrote on my paperwork that I would get molding on all sides. 1st installer comes out and does not have all the materials. So a second installer comes out. Now this is unacceptable. Why would you place an order and take measurements - for your installer not to come out with the exact order.So I called the supervisor and spoke with ****** who said - oh well have someone back out.So today the installer comes out, and I'm like where is my extra molding. He said he doesn't have it. WHY, WHY WHY... Why aren't your reps looking at the order correctly. So then I called the supervisor and said oh well the installer said we shouldn't put molding there. but that isn't what the sales rep told me or SOLD me on.Then the supervisor said Well we don't put molding on two panels. Then why was I sold an extra panel? So they charged me $800 extra for products I don't need. They charged me $86 for molding I cannot use, then sold me on an extra panel that they cannot cover with molding.I'd like a full refund. I completely upset and I want them to remove the entire unit and refund me my money.I would not have bought another panel if I knew you couldn't cover it.This is unfair sales practices. I want the unit removed and my money refunded.

  Business Response

  Date: 06/08/2023

  Our manager has ****** has been trying to reach our client to discuss: He has left multiple messages with no return call. A credit in the amount of $348.00 will be processed back to our  client. the credit should reflect on her end with in 72 business hours

• Initial Complaint

  Date:05/16/2023

  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.

  My first installation was for 6 closet doors and one door did not slide smooth and scratched the top frame, also they jammed my Childs LED Strip lights under the bottom frame in the 2nd room. I called and emailed a complaint and was told someone will come redo the door. No one mentioned the damaged lights. They came back and fixed the door and top frame, however the other door started to get stuck. I explained to the man it was not sliding smooth anymore, he said it was and left. I called again and was told they had to reorder a new door and frame since the second door started to scratch the new top frame.I was so over the entire process and just wanted my money back, instead I was offered $100.00 for my inconvenience, no one ever offered to pay for the damaged lights in my Childs room. I am being charged close to $4000.00 and the offer i received was $100.00 and to make the matter worse they came back today to install the new second door and the job is done however the bottom frame was installed incorrectly the first time so the installer had to move the bottom and drill it down to where the entire install looks uneven at the bottom and unprofessional. To make this right the entire unprofessional installation should be compensated and the damaged lights. My deposit of $756.00 should cover my experience after this company took my money for a DIY in appearance closets door.

  Business Response

  Date: 05/30/2023

  Since receiving this BBB we have reached out to our client several times leaving messages every time. We still have not received a call back. We will continue to reach out until issue is resolved. If you could please have the client call us at ************ and request to speak to manager *****************************

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20066851
  
  I am rejecting this response because:
  I was made an offer of ****** when the I stallion price of the 2 door is close to 1600.
  Sincerely,
  
  *************************

  Business Response

  Date: 06/08/2023

  Supervisor will reach out to client to address issues

• Initial Complaint

  Date:04/24/2023

  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.

  Hello,. I signed a deal with you guys to get a custom closet. Made couple of weeks ago and was promised an installation date of April 26 upon which I agreed to go ahead with your deal. Pop off last week and see if *********************************, my sales manager called me in a very rude tone to inform that he is putting my project on pause because of an unknown issue and he doesnt have a resolve time for that issue. He was very vague in his call about the issue and timing. Now, I have paid the first 20% upfront. And I was made to apply for a ***** Fargo loan to pay for the rest. In this situation where I have given you guys money and do not have a resolve on my closet, I am feeling really helpless. Aside from this issue, ******************** is also super rude, and, not a good representative of your company. We have heard such great feedback on your company but at a struggle here when people representing the company are really rude to the customers. Really helpless right now, would request immediate resolve on this project or I will have to seek legal assistance. Since then I have called Closet World multiple times a day for the past week and I am constantly told I need to speak to a manager but no manager is available so they will leave a message for a manager and have them call me back. No one ever calls back. Thanks *****

  Business Response

  Date: 04/25/2023

  Our manager has reached out to our client. The contract has been cancelled and the funds will be reversed back to the card on file. It should reflect on clients end within 48 to 72 hours.

• Initial Complaint

  Date:04/17/2023

  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.

  I started a Pantry Project with Closet World in April 2021. I made a deposit of $693.00and placed the project on a pending status to lock in those rates until I was ready to move forward with the *************** 2023, I spoke to my designer - ******* to move forward with the project. I was advised to call Closet World to remove the project from pending status by paying the balance and obtain an install date. I called Closet World on or around March 13, 2023 and made a payment of $2768.48 and received an install date. ************************** changed my design 3 times and said it was due to not having the materials due to covid and also because the design was not sturdy. She then had resign it again because the door I wanted was too heavy for the pantry. She resigned it again to include the double doors that they were forcing me to get and with this design she completed resigned everything and took away all shelving witht he exception of ONE wall of shelves. This is when I told her I wanted to cancel.******* advised that her manager would call me which they never did. I called Closet world to cancel and they had me sign a document to cancel and submit an e-mail which I did on Aril 3rd, 2023 and still no call back nor refund. I called several times and no one helps to resolve this. I just want my monies back and to be done with this company.

  Business Response

  Date: 04/19/2023

  Th contract has been cancelled and the funds will be reversed back to our client. We do apologize for the problems that occurred during this process.

• Initial Complaint

  Date:04/14/2023

  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.

  December 23rd, 2022, we had a new closet organizer installed in the master bedroom closet at a cost of over $4,000! The third day after installation one of the new hanging rods collapsed causing our clothing to fall to the floor. Upon reporting the defect and poor installation by the original installer, we were informed that we would have to pay $250 to have it repaired! ??? The second installer confirmed that the original installer did not do the job correctly. On January 16th, 2023, the new closet organizer was fixed utilizing the appropriate materials and workmanship and the organizer has been fine since then.We are disputing the fact that we have to pay for the first installer's mistake. Closet World would not even look at the mistake/problem until we paid $250 upfront. We sent a letter to the attention of Closet World on March 1st outlining our situation/concern and we have not heard from anyone since then.Why should we have to pay for a mistake that the company made? We would have refused payment but they already collected our monies and would not even look at the issue until we paid the additional $250! We are requesting a refund of the extra $250. Thank you!

  Business Response

  Date: 04/19/2023

  it is our company policy to charge for a trip charge: as a customer service gesture will be refund the $250.00 back to you. it should reflect on your end within 48 hours. please feel free to call with any questions ************. thank you for being a loyal customer.

  Customer Answer

  Date: 04/19/2023

   
  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,
  
  *********************************