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

  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:04/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/24/23 our designer, ****, came over and measured our closets and we discussed designs. Then, on the 25th we had another appointment and we decided on a design and price. On February 25th the first transaction of $772.50 went through, then on March 2nd the second transaction of $3090.00 went through. We were assured that everything would be as we had ordered it and we thought we were in good hands. Then, after I had already payed, I was informed that they did not have exactly what I ordered and that they were going to replace things with what they see fit. Then I found out there were measurement inconsistencies. I was very disappointed to hear this and I tried to make changes but I was denied the ability to make any changes. And since they could not install what I wanted or measure it correctly, I decided to cancel the order. But I was informed that I would not be able to get my money back. Then after days of back and forth calls and texts to her and the manager and being asked to wait until she can speak to her manager, I was informed that I had a 3 day period to cancel the order but those 3 days are up. I was never made aware of this 3-day cancellation policy before then. Also, they told me that I need to sign off on it a second time so they can go ahead and order it, but I never signed it the second time. And yet, I'm receiving calls asking me to confirm an installation appointment even though they are aware that I want to cancel it. My client number is #******.1. I just want to cancel this order and get my money back.

  Business Response

  Date: 04/19/2023

  Contract has been cancelled and refund has been issued back to clients credit card: we have also spoken to client to inform her of this

• Initial Complaint

  Date:04/05/2023

  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 12/30/22, my husband and I met with a Closet World designer in our home.. She created a design for a home office at a total cost of $33,165. We made a 20% down payment of $6,633. Over the next couple of months our designer contacted us several times to say that she had "discovered a mistake" and had measured something incorrectly. In a nutshell, the necessary "corrections" resulted in a design that was not to our liking. We requested that Closet World send us a different, more senior designer. On 3/15/23 the SAME designer returned and said she is the only designer for our area. We decided to give her another chance. She created a new design. Management told her that our original contract would need to be cancelled and that the new design would have to be a new contract with a new down payment. That very day (3/15/23) my husband and I submitted a text request for a refund of the $6,633 down payment per management's instructions. As of 3/21/23 the refund had not been received, so I phoned and was told refunds take **** business days. The rep said she saw the paperwork in the queue and it was being processed. On 3/29/23 (the tenth business day) I phoned again and was told the refund had not yet been processed. I asked that a manager phone me. I did not get a call, so I phoned again on 3/31/23 and was again told management would contact me. As of 4/3/23 I still had not received a call, so I phoned again and was told there was no record of my calls except the one on 3/31. I explained the entire history to the rep; I asked to speak to a manager NOW and was told no one was available and someone would call me. I told the rep in no uncertain terms that if I didn't get a return call that day (4/3), I would contact the Better Business Bureau. Closet World has had $6,633 of our money since 12/30/22. We want/need this money returned. We are not going to make another down payment on the revised project until we get the refund back for the original project!

  Business Response

  Date: 04/20/2023

  We have cancelled the contract: client has done a charge back through her credit card company for the deposit ( we have responded that we do not wish to fight) they will release funds back to client

  Customer Answer

  Date: 04/21/2023

   
  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:03/29/2023

  Type:Billing 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 3/23/23 (Thurs) I received a visit from a closer world designer and paid a portion of a down payment on a closet and pantry remodel ($570.70) to my credit card. I was informed via documentation that I had three business days notice of cancellation of work to get a refund if I wished and to stop the project. After seeing negative reviews and pictures of damaged walls from closet world, I decided to enact this by filling out and signing the cancellation form on 3/27/23 (Mon). I contacted ************ company office via phone and left a message, emailed a copy of the completed form, and then mailed the physical form also all on 3/27/23. On 3/28/23, I received a pending charge from closet world in the amount of $2282.30. I would like a refund of the down payment and pending charge.

  Business Response

  Date: 03/29/2023

  We have received the cancellation notice and the card has been refunded: $570.70 confirmation # *****D & $2282.30 confirmation # *****D

  Customer Answer

  Date: 04/01/2023

   
  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:03/21/2023

  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 March 9th a rep came and did a design with me. We agreed on a deposit amount of ****** and they ended up taking out ******. I was told I only had to be in contact with ****** the rep that came and did the design. I continued to contact her and since she wasnt getting back to me I asked her to cancel. She kept and continued to say she will call me and wouldnt call me. Knowing it passed the 3rd day to cancel now she finally gets back to me and I told her again I wanted to cancel. She said she had put in the request and I should receive a call. She never told me I had to put in the request to anybody else or to write an email. They call me today almost two weeks after and say please send an email to us about the cancelation. I sent them the email they asked and they call me right after and say we arent giving you your refund because its passed the 3 days. Excuse me? ****** said she put it in as well as that I only had to speak with her. This is a dirty game they play! They already broke the agreement when they took out more for the deposit and ****** blamed herself and said that it was her fault she didnt calculate it correctly. I want my money back, and she took wrong measurements so it would have been wrong anyways. Do not do business with them! Have you read the reviews? I should have before even trying to work with them.

  Business Response

  Date: 04/11/2023

  the contract total is $2443.00 10% is due upon signing the contract which is $244.30 the remainder 40 % is due 3 days after the cancellation. Client did not cancel within the 3 days

• Initial Complaint

  Date:03/09/2023

  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 January 20, ******* from Closet World came to my home to give me a quote to renovate my closet. She was lovely and professional and we agreed on a price. I told her I would like to do further research, but she (and her boss, who was on the phone) suggested I put 10% down ($329.60) "with no risk as it is fully refundable if I cancel within three days.". That night, I looked at the reviews on Yelp which were scathing. On January 21, I sent ******* a note telling her I wished to cancel. On January 29, another $329.60 was charged to my card. I emailed ******* again, and she told me to call the office, which I did. They had me fill out a cancellation form and to send it to the **************** along with my original cancellation from January 21. I sent these items, but have received no response despite following up several times.

  Business Response

  Date: 03/13/2023

  This contract has been cancelled. We did not fight the charge back for the deposit so ******** services will release the funds back to client: if for some reason they do not we will reverse funds back to client

• Initial Complaint

  Date:03/08/2023

  Type:Customer Service 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 closet world rep come to our home on 2/4/23. When she arrived she had informed my husband and myself of the process. She measured multiple times and we sat down for her to design the closet. We noticed it was taking some time and she apologized that she was fresh out of training and had finished the day before. She informed closet world she was not comfortable because she had no experience. We were patient and worked with her on the design. She made several calls to the company to get help filling out paperwork. We decided to go with her because we trusted that we were in good hands. We paid a $778 deposit and scheduled the installation date for 3/22/23. My husband received a call from ****** He is the manager for the ******* (the rep). He left a message and stated that ******* did not take proper measurements and they were cancelling installation. They would need to re-do the measurements. My husband called multiple times to try and teach him and never returned one call. We found his email and also emailed him with no response. Left several messages with corporate with no response. Finally got a hold of the rep ******* and informed her of the situation. She I turn told us she no longer works for them. They released her when she told them she had covid. At this point we are beyond frustration with the lack of business ethics that we want our deposit back. Work hasnt been completed and they have ignores us for a long period of time.

  Business Response

  Date: 03/09/2023

  This contract has been cancelled and the funds were reversed back to the same card on file today :$385.40 confirmation # ****** $385.40 confirmation # ****** it should reflect on your account within 72 hours

  Customer Answer

  Date: 03/09/2023

   
  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:03/03/2023

  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.

  In January 2023 we met with a designer from Closet World to design a master closet. Everything went well. Closet world took almost $4000.00 as a down payment. Our install date was scheduled for 2/28/23. Two weeks prior to install they called us and said there was an issue with the design and our designer needed to come back out. We met with the designer and he said the design we had ordered didn't come in the finish we wanted so we selected a new finish. Designer said this wouldn't affect our install date. Three days prior to install I got a message that there was a problem with the design and our install was being put on hold. No other explanation given. 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. The designer is similarly unavailable as he doesn't answer his phone or call back after multiple messages left. Would like a refund or a closet installed.

  Business Response

  Date: 03/15/2023

  We do show the product has been manufactured and client currently has an installation date set for 3/22. We will reach out to client today to confirm they are aware of this

• Initial Complaint

  Date:02/20/2023

  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 closet world website at *************************************** claims they have an A+ rating, but the BBB website shows they have an A- rating.

  Business Response

  Date: 02/21/2023

  This was already responded to under complaint id ******** under *****************************: completion date has been set for 3/1

• Initial Complaint

  Date:02/20/2023

  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 October 28, we had our design consult. On October 29, 2022 I was charged an inital payment for a shelving/drawer system with custom section to be installed. Second payment was made October 31, 2022. Installation did not begin until December 28, 2022. Installer did not understand the drawing and install was not completed. What was done was poorly done. Lots of chips in material, and some drawers did not work. After rescheduling for February 20, 2023, and being told they would arrive between 1-3, the employee shows up at 12:00. He was there to take measurements and photos to figure out how to do the install. After explaining the situation, he went ahead and fixed the drawers, and attempted touching up the multiple areas.Between October 31, and December 28, multiple calls were made to the designer and compant to try and change the drawer pulls. When I initially called, I was told it was not in production yet, so changes could be made, but I needed to go through the designer. I reached out to the designer about the change, acknowledging that we were aware of the additional cost, and willing to pay for this. It took approx two weeks for designer to call us back. In that time, the order had gone to production, and the drawer pulls could not be changed. So we had to stay with the additional drawer pulls because they could not return the order in a timely manner.So from October 31-Dec 29 they had approximately **** of ours with no work being done. December 29 another **** was paid. It is now been almost 2 months since the final payment, and the work is still not complete, without a completion date in sight. On their website, it states that once designs are finalized, most installations are scheduled within a week. It has been almost 4 months, $11,000.00+ and still no date for a final install. Like most people, it can be challenging to schedule a day off of work, so this is frustrating. They are eager to take our money, but not give the product.

  Business Response

  Date: 02/21/2023

  We do sincerely apologize for the delays: we do have our client set up to complete all work on 3/1

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19436863
  
  I am rejecting this response because: the date/time I was assigned will not work. Both my husband and I work and should not be expected to take additional days off of work for what was supposed to be a one day job. They assigned a time without consulting us in consideration of our schedule. 

   

  I have been in contact with them again today, and no acceptable ********* has been assigned. I had to send pictures explaining what I wanted, which should not be necessary this late in the process. 

   

  In addition, as my husband has pointed out their website claims an A+;rating which does not match up with the BBB website. 

   

  No one all along has been willing to accept errors along the way. We keep getting passed around. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/31/2023

  all work was completed on 3/29

• Initial Complaint

  Date:02/20/2023

  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.

  I met with Designer ***************************** and signed contract with Closet World 0n 11/08/22 with a $484 initial deposit for an installation of closet in December. December came and went without an installer showing up. I called and they said sorry but I could cancel and they would refund the monies. I did file a cancelation request and have not received any confirmation nor monies back. They also continued to charge my credit card $96.80 in November and December. No explanation as to why. No one will call back left numerous messages and they say they will call back and never do.

  Business Response

  Date: 02/21/2023

  Client signed a contract with Closet World on 11/8/22, Client has 3 days to cancel and receive a refund, we do not have any documentation showing that our client cancelled within 3 days

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19436184
  
  I am rejecting this response because:

  The cancellation was made due to lack of performance.Company did not provide closet installation as per contract signed on 11/08/2022 and have failed to respond or communicate at all.
  I did not cancel within the 3 days since I expected installation in December about 5 weeks after contract was signed. There was no way to know they would not perform 3 days later. I have been trying to reach Closet World since installation date was missed.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/23/2023

  Clients job is in pending status we can not cancel the contract. If client would like to set a date to have it installed they can call our office at ************ or they can keep in pending status until they are ready

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19436184
  
  I am rejecting this response because: I do not intend to have closet installed from such business. I want my refund, since they did not perform as agreed per contract. I have lost faith in the reputation of this business.
  
  Sincerely,
  
  ***************************