Complaints

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:12/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased on July 6th, 2024. Install began on September 6th, 2024. Have had them return numerous times with the last being on December 13th, 2024. They have not completed the work satisfactory. I have a major seem in the countertop, and uneven cabinets. The service manager was to review on Monday, December 16th between 11:00 AM and 1:00 PM. Neither **** or **** (both service managers) did not show nor called. When I called I talked with yet another person and was advised that they would call me back. I did not hear from anyone. It appears that they are just giving me the run-around now.

  Business Response

  Date: 01/02/2025

  Dear BBB,

   

  We have had an ongoing dialog with this customer since Oct 2024 on this matter and have been making a solid effort to get them resolved as soon as possible.

  Please note that our records show that this matter was attended to by one of our service/installation technicians on 12/26/24 and the customer signed off with the technician that the matters had been remedied as of that date.

   

  We believed this matter to be resolved as of 12/26/24.

   

  Respectfully,

   

  ***** ********

  Closets by Design of SW FL

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22697578
  
  I am rejecting this response because: They have not corrected the problem with the cabinets. They addressed the countertop and provided a somewhat of a fix.
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 02/04/2025

  Yes, they reached out and I have provided them with additional pictures showing the issues on ** **** 30th. They have not responded after providing those additional pictures.

   

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Horrible service and job NOT well done!The designer was polite, but her job was awful: I relied on her expertise: that's why I hired them, however her sizing was completely off. Drawers take up almost an entire closet and do not leave any space for hanging clothes. So stay away from ******!Installation was super long and sloppy. They sent two 18-year-old boys to work on it. Not only they left a mess, they done a very bad job: all holes from the original shelves were left open, and look like the wall is ripped, what they did try to cover looks like my 10 y.o. did it.All my calls were left unanswered and there was no follow up from anyone. I spent over $4,000.00 for two really small closets and 4 pantry shelves and no one bothered to get back to me. When I voiced my dissatisfaction with the design I was told I have to place a new order, they promised to cover the holes but now ghosted me all together.

• Initial Complaint

  Date:07/16/2024

  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.

  In the promotional materials, Closets by Design emphasizes high-quality finishes and professional installation services, which played a major role in my decision to choose the company for my closet renovation project. Unfortunately, the actual service and product quality fell drastically short of these advertised standards.Firstly, the brochure I received highlighted a range of premium finishes, promising a luxurious and durable result. The images depicted sleek, high-quality materials that appeared robust and aesthetically pleasing. However, the materials used in my installation were of noticeably lower quality. The finish is inconsistent, with visible seams and rough edges that detract from the overall appearance. The installed components also feel flimsy and do not align well, which is contrary to the sturdy, precision-crafted impression your advertising conveys.Moreover, the brochures showcased impeccable installation work, suggesting a seamless, professional process executed by skilled craftsmen. My experience, however, was anything but that. The installation team arrived late and appeared rushed throughout the process. They left behind significant mess, including sawdust and packaging materials, which I had to clean up myself. Several components were improperly installed, resulting in misaligned shelves and drawers that do not close correctly. Despite multiple attempts to address these issues with your installation team, they failed to rectify the problems to an acceptable standard.The discrepancy between your advertising and the actual product and service is not just disappointing but feels like a deliberate misrepresentation. As a customer, I expect a company to deliver on its promises, particularly when those promises are central to the marketing and sales process. I feel that I have been misled by the brochures, which promised a level of quality that was not delivered.

  Business Response

  Date: 08/08/2024

  Materials and workmanship provided to customer were as per approved sales agreement. Customer was shown at consultation appointment with sales consultant samples of actual materials and it was these materials.  Management had phone discussion with customer and and agreed upon credit was issues to customer.  After the customer and management had an agreed upon resolution, the customer then filed this claim.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 21997746
  
  I am rejecting this response because:
  The company offered only 20$ to resolve the issue with no help installing the 1200 missing items

  the sales manager did not listen to our complaint and the reply is evidently in the same tone
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/12/2024

  As previously stated that customer had agreed to the resolution and did accept the credit offered to resolve the matter.  Now they want to change their mind on the matter???  Really??  My company offered in good faith a resolution that was verbally accepted by the customer at the time the issues were reported.  As far as we are concerned this matter is closed.  

   

   

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 21997746
  
  I am rejecting this response because:
  I believe the tone of your response speaks for itself 

  Simply because you believe a resolution was achieved by the arbitrary credit of ************************************************************ that installation process was of the promised quality does not make it so.

  We filed the complaint to ensure that our perspectives are on record with a third party.
  We are still saddened that you have continued to behave in this way 

  it goes without saying that your company will not be considered for future projects with us or those that ask us for recommendations 

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

• Initial Complaint

  Date:03/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order on 10/26/23 could not install until 1/25/24.Was told they would call in advance of install- Did not call- I called on the 24Th and was told they were not coming had equipment break down would call back-didn't. I called again on 27th and was told would be 2/8/24. I called to verify install on 6th[they had not called] install was on. Came for the install on 8Th did not have all the pieces and the top piece was cut wrong-told me someone would call next day-did not. I called Joe on the 2/12/24 had just got in and did not know what was happening & would get back to us-didn't. I called on the 16th and Joe told me they had a backlog of orders and we were not a top priority- would call us back. Since then we continue to call Joe and get excuse after excuse about why they haven't been able to get to us. I called on 3/15/24 and Joe said it was going to be next week. I called on 3/21/24 asked for Joe to call me- didn't. We want the job finished ASAP, and feel they are in breach of their own contract- over due by 43 days plus and counting.

  Business Response

  Date: 03/27/2024

  This response was taken verbally by BBB:

  We are engaging in conversation with the consumer to get the job completed. We are not in breach of any contract as we do not provide a set time for any job to be done.

  Customer Answer

  Date: 04/10/2024

   
  Better Business Bureau:
  

  The installation was completed 60 days after initial start and a satisfactory discount was worked out for our inconvenience.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/06/2024

  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 hired Closets by design to do my Pantry and two other closets awhile back and had NO issues with that. So I hired them again for 4 closets, 2 masters walk ins and two reach in's. This time around I was not so lucky with no issues. Designer came out and measured everything and priced it out and we put the deposit down for install in January. January came a couple weeks before the install and their "wood cutting" machine went down, I said I understood and was not a problem that only pushed our project out another week or so which worked better for our schedule anyhow. Install time came. The two walk in Masters were up first. I took all the contents out of each closet and had them start on my husbands first since he needs his back to functioning the most. They had a few missing pieces that were not on the truck so they came back the next day with those and after that closet was done there were a few wood pieces still left over in the closet which I have no clue what the go to still to this day. The installers were very nice and courteous. So then my closet came into play. It has been a month or so later and I still dont have the locking piece to my hamper and at this point I could care less about a key hole for my jewelry drawer. The two reach ins needed some size adjustments and the installers kept saying they need to *********** designers bc they keep having to make corrections on their mistakes. The two reach ins are my step son and step daughters closets who are here off and on as they are driving teens and come and go as they please so I wasn't to worried about another week delay on their stuff in order to get the dimensions correct. Every week for 4 weeks or so at this point I have called *** to follow up on my project with a "let me look at your file, I come in at 10 ect, ILL CALL YOU BACK. FAMOUS LAST WORDS! I never received an actual call back and had to call each week to follow up and got the run around several times. INSTALL DAY AGIAN TODAY SO WE WILL SEE.

  Business Response

  Date: 03/06/2024

  This customer is not in our database as a customer of ours. Her zip code is in **********, which is not part of our franchise territory, so she likely chose the wrong Closets by Design location. Please remove this complaint.

  Business Response

  Date: 03/27/2024

  This response was taken verbally by BBB:

  The work was completed and signed off by ************ to allow for payment. We also provided a credit to her.