Complaints

This profile includes complaints for Closets By Design of Atlanta's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Closets By Design of Atlanta

  2880 N Berkeley Lake Rd NW Ste 4 Duluth, GA 30096-4399

• 

  Closets By Design of Atlanta

  3165 Corners North Ct Peachtree Corners, GA 30071-1557

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:05/30/2025

  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.

  THE ISSUE: On May 28, 2025, Closets by Design (*****************************************************) completed a garage installation. While two cabinets were built correctly, the third cabinetspecifically designed to store 96" rugswas built at only 93" inches, rendering it completely useless for its intended purpose. After the fact, we were then told that the outer dimensions were 96" inches, but the inside dimensions are 93" inches.THE PROBLEM: During our design consultation, their designer **** plans clearly showing a 96" cabinet. We actually showed the designer the rugs that we wanted the cabinet for and measured them in her presence. The rugs measured 96" inches in length. We were never informed that inner dimensions of "96-inch cabinets" are actually 93" inches. This critical detail was omitted, and had we known, we would have requested a taller cabinet to ensure functionality.THEIR RESPONSE: Management is refusing to correct this issue, claiming that 96" orders are "always made at 93"a policy we were never told about and that makes no logical sense from a customer perspective. We were told "we delivered what you ordered."THE BOTTOM LINE: We paid for a functional storage solution and received a cabinet that cannot perform its basic intended function. The lack of transparency about actual dimensions and the refusal to address this clear discrepancy is unacceptable.We simply want what we paid fora cabinet that actually fits our 96" rugs.

  Business Response

  Date: 06/06/2025

  In the cabinetry industry, it is generally considered standard practice to measure cabinets from the outside edge to the outside edge of the cabinet frame, not the inside dimensions. This ensures a consistent standard for all cabinet sizes, regardless of the type of construction method or the material used to build the cabinets because this can vary in thickness.
  We do understand that not every client may be aware of these standards but as a consumer, if you are purchasing a cabinet to store a specific item, it would advised that you would provide measurements of the specific item to confirm that the cabinet would accommodate your ******** is very easy to say, if I buy a cabinet that is 96 tall will my 96 tall rug fit inside it? Assuming that you know something, typically never ends the way you want it to.
  During the design consultation on May ******, the client did not specify that the rug was 96 tall. They even took a tape measure out and measured where 96 would be on the wall, if the inside was going to be 96 tall, they would have had to measure an even taller space to see where the cabinet was going to go to. The rug was there, leaning against the wall, but it was folded over so it was not possible to visually see the true height.
  The client states in the complaint that two cabinets were built correctly but the third was not.
  The two smaller cabinets are drawn at 81 tall, 40.5 wide and 24 deep. The actual measurement of the panel height is ******, the width of the shelves is 38.5 and the depth is 24. The inside measurement of the height is ****** (This allows for the top and bottom locking shelf that are .75 thick.). The measurements of these cabinets match the design using the outside measurement. If the client states that these were built correctly, then why is the third cabinet wrong when it is built using the same standards?
  The third cabinet is drawn at 96 tall,18 wide and 24 deep. The actual measurement of the panel height is *****,the width of the shelves is 16.5 and the depth is 24. The inside measurement of the height is 93.75.
  On the top of our design paper it is stated Shelves and Rods are adjustable to individual needs. All measurements are metric. English Standard measurements are approximate.. This information is seen by the client at the time of the design consultation, prior to the purchase that the measurements are approximate.
  Using the metric system, our panel heights cannot be just any height, it must follow the line boring pattern which is approximately 1.25 between holes. From the current height of ***** the next increment for panel height would be 96.5. Our gray melamine comes in sheets that are 48 X 96, so the height of 96.5 is not achievable.
  During the install on May 28, 2025, the client was frustrated that we did not have a 21 tall leg to install under the two smaller cabinets, even though this was something he specifically stated he did NOT want at the time of the consultation. The client was insistent that he wanted the taller leg even after we advised him that they were not available taller than 12 from our supplier.
  The client also inquired about adding an additional section of design wall, which the designer said she would be happy to price for him. The list price of the design wall is $1,651; our standard discount is 40%, but we offered it to him for $760, which is a *****% discount.
  Knowing that the leg was something that the client really wanted to have to give the installation a more aesthetically pleasing look, we offered to install the additional design wall and waive the labor fee, $283 value.
  Our engineers continued to work on the clients request for the taller leg and they were able to build the custom 21tall matching leg for the installation, but the client decided that he no longer wanted it. We were still willing to honor the installation of the design wall at no charge.
  When the installation of the clients Custom Garage Cabinets and Design Wall was completed. The client signed the installation report as complete to contract.
  The following morning, Thursday, May *******, the client reached out to the office to advise that his ************************************************* the cabinet, that we had not installed the correct cabinet.
  We advised the client that the cabinet was the correct size for what he had ordered. Also, in the upgraded color the client ordered the cabinets in, the tallest the material comes in is 96, so this is the tallest we offer that color cabinet in.
  We do offer white melamine in heights up to 120. We priced a replacement cabinet for the client at an increased height,but it would be a different color material, and the client refused to pay any additional monies. (The list price of the cabinet is $1,708 and it was offered to the client at a 50% discount of $854 plus $491 for labor to uninstall the 3 cabinets and reinstall the new cabinet plus the other two.)
  On May 29, 2025, the client posted a one star review on yelp.
  We continued to work diligently with our engineering department to see if there were any other solutions we may be able to offer the client because it is always our goal to make our clients 100%satisfied with their custom project.
  On Friday, May 30, 2025, we were able to come up with a different construction method that would allow us to provide the client with a gray cabinet that was 96 tall on the inside. The list price of this cabinet was $1,845, but we advised the client that we would waive the cost of the material and only charge the labor, $491, for the installer to come out and uninstall the current cabinets and install the newly designed cabinet plus the other two, but again the client refused stating he would not pay any additional funds, even thought the client did not pay for the additional height that he was now demanding we install.
  Our installation manager called the client back, later that day, to advise him that we discussed this with upper management, and they approved that we could also waive the labor cost in addition to the material cost and schedule the return visit to swap the cabinet at no cost to the client. The client refused, stating that he would not allow us to come out and provide a taller cabinet, as he had requested, at no additional charge unless we agreed to also provide the 72 wide X 81 tall section of design wall, that we had quoted for $760, at no additional charge as well.
  We were diligently trying to work with the clients to be sure that they were 100% satisfied, but each time we were able to provide the client with what they asked for, they seemed to change what they wanted.
  The client states at the end of the complaint that they simply want what they paid for-a cabinet that actually fits their 96 rugs. We offered to do that for the clients, and they refused.
  Before the end of the day on Friday, May 30, 2025, our installation manager called the client back. He suggested that we first address the concern the client presented of the cabinet being too short,and later we could address the clients request for the design wall if he still wanted it. The client agreed and we scheduled to return to the clients home on Wednesday, June 4, 2025, to install a taller cabinet.
  On March 30, 2025, we received notice of this complaint.
  Over the weekend, the client reached out to his designer and was inquiring about the installation of the custom leg when we came out to install the new cabinet. He also inquired about additional discounts for the design wall. She advised the client that this was something that would have to be discussed with the office on Monday.
  When the design consultant came to the office on Monday, the installation manager had already left for the day. She called the client to advise.
  On Tuesday, June 3, 2025, the installation manager called the client to confirm the installation scheduled for June 4, 2025, of the 96 tall cabinet and he agreed to include the 21 leg at no cost, a list value of $183.
  After the installer reported that the installation was complete, our installation manager called the client to confirm that he was satisfied before he allowed the installer to leave the clients home.
  On June 4, 2025, we returned to the clients home and installed the taller cabinet. Per the agreement we had made with the client, when we arrived at the clients home and he was able to confirm that the new cabinet was tall enough to store the rug, he would take down/amend his bad reviews. We have now installed the new taller cabinet and installed the custom leg, both at no charge and unfortunately, the client did not take down/amend the review as stated.
  On both of our visits to the clients home we have installed as agreed upon and the client has signed each installation report as completed to contract.
  On June 5, 2025,  we seen an email that was sent at 6pm on June 4, 2025, from merchant services that the client had filed a chargeback.
  On June 6, 2025, our installation manager called the client again to be sure he was satisfied with the completed installation and to request the final payment of $1,797. The client stated that he would take down the review and gave us permission to charge the credit card for the balance due.
  It is always our goal to install every clients custom project, 100% to their satisfaction. We honored our offer to install a taller cabinet, and we included the custom leg. We hope that the client will take down/amend their review.

• Initial Complaint

  Date:05/28/2025

  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.

  I hired [Company Name] for a custom pantry. The design consultant spent over 3 hours in my home. I clearly asked for a countertop with space below for drawers or cabinetseither to be installed then or for me to install later. Instead, a large, non-functional panel was installed, wasting valuable space. I was told the shelf didnt extend fully into the wall, and a small panel might be needednot a giant unusable section.I sent the designer multiple texts and photos before the install, showing exactly what I expected. I even researched wood countertops to place over the white one, which I was told was the only option. I would have gone with **** if I knew how cheap and unfinished this would look.The price changed three times. I only approved one changean adjustment on the left sideafter the second visit. I paid between $1,500$1,700. What I received is not worth that. I voiced my concerns on installation day and followed up with the same texts and pictures sent before. The company refused to take responsibility and continues to refer to a generic design sheet that doesnt reflect our actual discussions.Desired Resolution:I want either the pantry corrected at no cost, or a 5060% refund so I can hire someone to fix it. The company must acknowledge their design and communication failures and take accountability. This experience caused stress and financial loss. Im seeking a fair resolution before escalating further..

  Business Response

  Date: 06/05/2025

  The client entered into a contract with Closets by Design on October 8, 2023, for a Custom Master Closet totaling $3,670. The client paid a 10% deposit of $367 on October 8, 2023.

  On February 28, 2024, the client and our design consultant scheduled a consultation for a Custom Pantry.

  On March 10, 2024, the client did text a couple of pictures of pantries to the designer stating I hope my comes out nice lol. I have ideas on how to make it even nicer than this lol. We would refer to these pictures as the clients inspiration pictures for her space.

  The client was presented with more than one design option,reflecting similarities to the clients inspiration pictures, with pricing to review.
  -One design included 30  X 30 corner shelves and two 24 shelving units, one on each end of the corner shelves. This design provided wall to wall shelving. The appearance of this design is a better reflection of the clients inspiration pictures.
  -The other design included 24 X 42 corner shelves and one 30 shelving unit on the right side of the corner shelves; on the left side of the corner shelves, instead of a second shelving unit there would be a 9.5filler, to give the look of wall to wall. The widest shelf we offer is 42, the 9.5 filler would fill/hide the space that would not have shelving. This design also has the corner shelf/L shelf concept but includes less shelving.
  The client was provided with pricing for each design. The client chose to move forward with the second design, she initialed this design with her approval. The list price for the second design was $3,670 which was discounted to a sale price of $1,500; the client signed and dated the price presentation sheet approving no additional upgrades/options for the final price of $1,500 on March 29, 2024.
  There was more than one price presentation sheet reviewed by the client and the designer because there was more than one design, but we ask the client to sign the final one. We also offer our clients discounted pricing and sometimes those prices are negotiated so there will be multiple prices presented but the final agreed upon price is circled.

  If the client did not feel that either design met her needs or ideas, the client was not obligated to move forward with either of these designs. The client entered into a contract with Closets by Design on March *******, for a Custom Pantry totaling $1,500. The client paid a deposit of $200.(This was the second contract the client signed to do business with us. The client did not express any additional questions or concerns when she signed this contract or within the three business day cancellation period as specified on the signed contract.)

  The client made additional payments: $200 on 4/2/24, $300 on 10/19/24, $200 on 2/15/25.
  On March 7, 2025, the client requested to cancel the Custom Master Closet because she already got her closet done and apply the deposit funds of $367 to her Custom Pantry purchase. We advised the client that she was well beyond the three business day cancellation period included in the terms and conditions of the contract for the Custom Master Closet that she signed on October 8, 2023. We also advised the client that if she would like to increase the Custom Pantry purchase to match the $3,670 contract value of the Custom Master Closet, we would allow her to change spaces, but since the current contract for the Custom Pantry was $1,500, we would not be able to apply the $367 as requested.
  On March 27, 2025, the client made an additional payment of $50. The client called and stated that she was ready to schedule an installation date for her Custom Pantry. The installation was scheduled for April 25, 2025.
  Prior to the production and installation of the Custom Pantry, the client did not request to review the design or to make any changes to the design that she accepted when signing the contract on March 29, 2024.
  On April 24, 2025, the client made an additional payment of $450.
  On April 25, 2025, the client made the last payment of $100 for a total of $1,500.
  When the installation of the Custom Pantry was complete, the client signed the installation report as Completed to contract.
  The client called stating that the design was nothing like she discussed with her designer and would like to have this handled.
  She asked where her doors were; doors were not an upgrade/option that the client asked to be priced out. She asked where the island was; unfortunately, there is not enough space in the pantry to include an island while allowing ample room to walk around the island with the installation of the corner shelves.
  Neither of the pictures that the client texted to the designer included doors, drawers, baskets or an island. The difference between the design that the client agreed to that was installed for her is that one of the pictures includes a wood look or butcherblock countertop which can still be added but was not included in the original design and additional shelving,which can also still be added.
  On April 29, 2025, our design consultant and a sales manager called the client to discuss the design concerns, but the client did not answer, so they were only able to leave a message.
  On May 2, 2025, the client sent an email with the two designs she was presented, her inspiration pictures and pictures of the installed Custom Pantry, which she is using. A sales manger replied to the clients email on May 2, 2025. He noted that the client was provided with two designs, one was more extensive and the other was more cost-effective. He offered to provide her with the pricing to make any changes she would like to the design.
  On May 7, 2025, the client emailed requesting attorney information.
  On May 13, 2025, the sales manager emailed the client providing the pricing of material and labor to convert the installed design to the layout of the other design that was provided to the client.
  On May 13, 2025, one of the owners of Closets by Design also emailed the client. She thanked her for sharing her concerns and allowing us the opportunity to work with her. She reviewed the two designs and advised the client that she truly valued her satisfaction and would like to discuss potential solutions with her.
  In the clients response to the owner she stated that what she wanted was:
                 A Countertop

  Our response - We will provide a industrial grade melamine countertop in white or any of the solid and woodgrain colors we carry of her choice for the 42 X 24 corner shelf area at no additional cost. If the client would like granite, laminate or butcherblock, we would be happy to price this for her.

   

                 A space beneath that countertop where I would either have drawers installed during the process or have the option to install drawers or cabinets myself afterwards

  Our response - We would recommend that drawers be added to the shelving section to the right of the corners shelves, but if the client prefers, a divider can be added in the left side of the corner shelves for drawers as well. If the client would like pricing for these additions, we would be happy to provide that.

   

  
                 Effective,professional use of all available space-not oversized panels or large, wasted areas

  Our response - The 9 filler strip was included in the design that the client approved, but perhaps there was a miscommunication between the client and the designer. We are happy to schedule a return visit to the clients and uninstall the filler strip at no cost, so that the client will have access to that space for storage if the client prefers.

  We emailed the client on June 4, 2025, and offered these options. We have not received a reply from the client as of yet.
  The client also provided us with options that she feels must be taken by us and she included the recourse she intends to take if these options are not met. Unfortunately, she  already began these steps of recourse before sending the email and giving us the opportunity to work with her.

  Our goal is always to make sure that our clients are completely satisfied with the installation of their custom project. We make every effort to ensure that each detail the client wants is included as an upgrade/option for the client to decide if they would like to include it in their final design. This is why we have each client review the design and approve with their initials; we give them the ability to customize the project with upgrades/options and we ask the client to sign and date this presentation sheet; we then complete a contract that itemizes the options chosen by the client. We review the terms and conditions with the client and ask that they initial with their acceptance and then sign and date the contract itself with their acceptance. It is never our intention to mislead or misrepresent our product.

  We look forward to receiving the client's response to our latest communication so we can work together to come up with the best solution for both of us and the client can have the Custom Pantry she envisioned.

  
  We have included copies of the signed design, price presentation, installation report and contract.

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23389960
  
  I am rejecting this response because:

  The previous closet project has nothing to do with the pantry so not relevant. The design does dipect what the designer explained about the design and what we discussed the outcome would look like, which I sent pictures to the designer directly prior to confirming the design of expectations.

  My most recent email response on June 4:

  Thank you for your response. I have followed up with my attorney, as well as the ************************************ and the Better Business Bureau, regarding this matter.
  While I understand your offer to add a melamine countertop, this solution does not resolve the core issue: the design and installation do not reflect what was communicated, agreed upon, or shown in the original images and discussions with your designer. The curved shelving was not disclosed or clearly depicted, and it significantly disrupts the functionality and visual coherence of the pantry. Given the shelf width and unexpected curvature, I question how a countertop would even be properly integrated at this point.
  Additionally, removing the large vertical panel and leaving a visible gap defeats the purpose of hiring professionals to create a clean, functional space. Contrary to what was communicated by your designer, the gap is substantialnot minorand has already caused items to fall into an inaccessible area, which is unacceptable in a new custom build.
  This situation is not simply a matter of preferencesits about the delivery of a product and service that does not align with what was promised. If a better resolution that actually corrects the poor design and installation cannot be offered, then I am formally requesting a refund of at least 50%60% of the total amount paid. I will then proceed with hiring a qualified contractor to redesign and complete the project correctly.
  Please understand that a patchwork solution is not acceptable. I value my home and have invested significantly in its upgrades. I expected a professional resultnot wasted space and a visibly flawed installation.
  I await your response with a meaningful resolution. Otherwise, please be advised that my attorney will be in touch directly.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 06/13/2025

  The contract for the Master Closet showed that you have history of working with our company and receiving the same documents for review for each project, so you were familiar with our process.
  It also relates to the fact that we offered to cancel the second contract in the amount of $1,500 and apply the funds to the previous contract in the amount of $3,670 and change spaces, resulting in a contract for $3,670 for a Custom Pantry, but you declined.
  The design and installation of YOUR Custom Pantry reflect what was contracted between Closets by Design and YOU, the client. Our designers meet with multiple clients each day, month and year; it would be impossible for them to remember what they discussed with each client,especially over time.
  We appreciate the inspirational pictures that you provided,however the designer being in receipt of a photo that reflects your vision is not a promise that what YOU will decide to purchase and pay for will be the same. And also, since neither yourself nor Closets by Design actually constructed either of the pantries in the pictures, we would only be producing according to someones interpretation of the picture, it wouldnt be possible to guarantee that it would be identical.
  This is why once a design is chosen and agreed upon, the designer requires YOU, the client, to initial with your approval.
  The designer also provides a presentation of pricing for the base design of panels and shelves and then itemizes options that YOU, the client, can choose to include or not in YOUR purchase. YOU, the client, are in control of the price. The chosen items and pricing are circled and totaled for a final price, and once this is agreed upon, we ask YOU, the client, to sign and date the presentation with YOUR acceptance.
  There is a third form, our production form, that accompanies YOUR approved design to our engineering, production and installation departments. This form details the color, collection and all details that are to be included in YOUR custom project. This form requires two signatures from YOU, the client, along with a date to acknowledge YOUR acceptance.
  Finally, the designer also writes a legal binding contract that includes YOUR information such as name, address and phone number. It includes the name/space of YOUR custom project, the color and collection that YOU chose and any options that YOU may have included. The contract also includes twelve detailed terms and conditions for the protection of both YOU, the client, and Closets by Design, to be sure YOU are aware of certain details that may impact this transaction, including the cancellation policy. Six of these terms and conditions also require that YOU, the client, initial that YOU understand and accept. There is then a payment section, that details how YOU,the client, intend to pay for YOUR purchase, and if YOU are authorizing any electronic payment collection, it requires YOU, the client, to sign and date YOUR authorization. The contract then requires a signature and date from both the designer and YOU, the client, with acceptance by both parties of the entire contract.
  Perhaps, since the contract was signed over a year before the installation of YOUR Custom Pantry, all conversations and changes were not remembered in their entirety. But, thankfully, there was a design, price presentation, production sheet and contract with everything detailed to record the details of YOUR purchase.
  We understand that you may not be familiar with countertop integrations, but we install corner shelves and countertops almost everyday in our industry and there is no issue or concern with a curved countertop.
  The size of the vertical filler is approximately 9.5. We do not judge if this space is minimal or major. We provided YOU with design and price options and YOU made the decision of which design and price YOU would like to move forward with for YOUR Custom Pantry.  You stated in your email that you were led to believe that the only design limitation was a shelf that did not extend fully into the wall, which would leave a small gap-not a massive, empty panel that now wastes valuable square footage. We were not hiding the size of the space that YOU elected not to put a shelving section in; the design that has your initials on it clearly states 9.5. We offered to uninstall the filler because you stated that the space could be used for a spice rack, pull-outs or something actually functional. The designer did provide you with a design that included shelving that would go wall to wall and there would not be a space/gap, but that is not the design and pricing YOU choose to move forward with.
  We were not offering you a patchwork solution. You included three items in your email that you said were specifically stated as what you wanted at the time of your consultation, and we were providing options for each one of them. We have provided options that can be done at no cost to you, or we offered to provide pricing for you for other options as well. Countertop YOU,the client, did not purchase a countertop from, Closets by Design Yet, we are offering to install a countertop with a material list value of $750, at no additional cost to YOU. Filler or Gap The filler covers the gap, which is what YOU elected to do in the design YOU approved; we have offered to remove the filler to allow YOU to make use of the gap. Again, this was something YOU stated that YOU wanted, that is why it was offered to YOU; a service and labor value of $283, at no additional cost to YOU. We were only addressing the items that YOU stated were what YOU wanted.
  Although we like to consider all of our clients, our friends. The installation of YOUR Custom Pantry was not an agreement between two friends that one promised to do something for the other one. It was a business transaction that was documented with a contract signed by both parties. If you would like to call the contract a promise, thats fine, but we did fulfill or promise by installing a Custom Pantry per the design YOU initialed with YOUR approval and you signed the installation report as Complete to contract, which acknowledges that we met our fulfillment of the signed contract/promise. If everything YOU discussed was not detailed/itemized on the contract or any of the other documents that were signed by YOU, what led YOU to believe that everything YOU discussed would be included?
  We provided the cost to uninstall the current Custom Pantry and install the other Custom Pantry designed for the client, but the client declined.
  We offered to install a countertop and remove the filler at no cost to the client, but the client declined.
  We have now offered keep the shelving unit that is installed on the right, cut down the current corner shelves and install a new shelving unit to the left where the client would like instead of the filler strip waiving the cost of the new material, a list value of $852, if the client would pay the labor cost of $300.00. We have also asked the client if she would take down the bad reviews that she has previously posted. We are awaiting a response from the client.

• Initial Complaint

  Date:02/20/2025

  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 by Design ATL came out to my home on 2/12/2025 as I needed my bedroom closet done. ****** ********* who came out to see the space advised what he would be able to do gave me a quote. The job would cost $2480. I would need to ***** him the money for the job. I do not zelle as I am 70++ am not familiar but can ask my daughter to do it for me. I did however give him $480 cash & said I would have her send the rest. I signed the form, he explained nothing further to me. He was given my daughters number to confirm where the zelle needed to go. He texted my daughter about the transaction & to send a picture of the confirmation. The bank denied it & said it was fraudulent no matter what was said to them. In the frustration of the whole process I asked my daughter to call him & cancel the whole thing. She did but he did not answer. She sent him a text asking if he would call her back. This all took place on the same day 2/12/2025. It was now 8:44pm in the evening he was told that we wanted to cancel & he stated that he had not made it in the office to input the payment so when he got to the office he would have his manager reach out to cancel it. The next day no call was received & ****** did not answer his phone when called again. Finally I called the company to speak with his manager who stated that she was unaware of him having the $480 however the contract states that i would need to cancel it within 3 business days in writing. ****** did not state that to me. The manager herself said that she would have to speak with ******* manager & call me back. She failed to address this discrepancy. ****** was left multiple messages in which he has not tried to return any calls. why avoid the client if you have done nothing wrong. But he told his manager that he was never contacted to have the work cancelled. Called the company on 2/20/2025 again they did not provide a satisfactory solution. As a result, I feel robbed of $480 by a dishonest employee of this company.

  Business Response

  Date: 02/27/2025

  The client signed a contract with Closets by Design on February **, 2025, for a Custom Master Closet and Custom Linen Storage totaling $4,960.A 50% deposit of $2,480 was required to secure the installation date of March *******, that our designer discussed with the client. The client gave a partial deposit of $480 cash, and as the client stated, her daughter was going to send the remaining $2000 deposit by *****.
  We apologize that the client had issues using Zelle. We receive over 100 Zelle transactions a month but we do appreciate that ***** is always looking out for its clients and would rather error on the side of caution than to learn that someone lost several thousands of dollars in a fraudulent transaction.
  Besides Zelle, the client could have paid the remaining $2,000 by cash or check also.
  The client did not call our office until February 19, 2025, regarding her request to cancel.
  Terms and Conditions #** of the signed contract states: Notice of Cancellation: You may cancel this transaction, without penalty or obligation, within 3 business days from the below date. Any notice of cancellation must be signed, dated and delivered in writing to CLOSETS BY DESGN, ******************************************************
  The clients third business day to cancel without penalty was Monday, February 17, 2025. Our office is staffed Monday thru Friday from 8AM to 7PM and Saturdays from 9AM to 5PM. We also have a live answering service, so our clients can call at any time to get immediate service or to leave a message.
  When we spoke to the client and her daughter, they stated that they had requested to cancel via text with the designer. We asked the client if they could please forward the text message to us, and they said the text message only said to please call.
  Of the 10 pages of paperwork that the client signed, eight of them had the phone for the office printed on them, but the client did not reach out to us until a week after the contract was signed.
  We did not rob the client of $480, this money is posted to her account as her deposit and her designs for the Custom Master Closet and Custom Linen Storage are on file.
  We look forward to working with the client and her daughter on these custom projects, when they are ready.

• Initial Complaint

  Date:01/22/2025

  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 was not approved for the financing of the job and I told the guy if I was not approved I wanted a refund of the deposit. The deposit was only to hold my install date. He said I had to spend 10k cash and I could not get my deposit back. I have followed up with the company multiple times.

  Business Response

  Date: 01/22/2025

  This client is not ours. She is from *******. This is also the third complaint in a row that we have received that is from a client in a different state, working with a different location. 

  Is there any way to better filter or prevent this from happening in the future?

  Business Response

  Date: 02/18/2025

  The client signed a contract with Closets by Design on May *******, for a *********** Closet, Custom Daughters Closet, ************* Closet, Custom Pantry and Custom Garage Storage totaling $9,380.
  The client made a 10% deposit of $938 on May 19, 2023.
  With a 10% deposit the client's project was put in our KPLAN, which is a layaway plan. This deposit holds the current pricing offered to the client and allows the client to make future payments at their discretion, it does not require a monthly payment and there is no fee. When the client reaches a 50% or higher deposit the client may schedule the installation of their Custom Project when they are ready. The 10% deposit does not hold an installation date.
  On the clients signed contract, in the space designated for an installation date, it is written KPLAN.
  The client had the option to apply for financing before she signed the contract.
  Even after signing the contract on May 19, 2023, the client had until May 24, 2023, because of the weekend to cancel the contract without a penalty or obligation, this is five days.
  Item# ** of the terms and conditions of the contract states:Notice of Cancellation: You may cancel this transaction, without penalty or obligation, within 3 business days from the below date. Any notice of cancellation must be signed, dated and delivered in writing to CLOSETS BY DESGN, ******************************************************
  The client reached out on July 25, 2023, and requested to speak to her designer. After speaking to the client, the designer emailed her on July 25, 2023. The client replied on July 31, 2023, that she would like to submit the application for financing, the designer replied that same day with the link for the application. The client replied later that day, July 31, 2023,It was denied so I will just pay cash and do it in parts. Can you split off the kids closets and apply the deposit to that and I understand there is a $150 fee? I should have a balance of $986 and I will pay that today so we can get on the calendar.
  The designer replied to the clients email that evening,July 31, 2023, that she could choose to move forward with the 2 kids closets which total $1934, leaving $7,446 on layaway, and there would be a split job fee of $150. He also advised the client that she would need to pay the remainder of the 50% deposit for the 2 kids closets which were $773 plus the $150 split job fee to schedule the installation date.
  The next day, August 1, 2023, the client replied that she did not want to move forward with the other spaces, so she did not want to leave them in layaway. The designer replied to her email explaining that they both signed a contract on May 19, 2023, entering into an agreement for a purchase totaling $9,380. There fore the client could split the projects and not do all the spaces at one time but she was still obligated to the contract total of $9,380 because she did not cancel within the allotted time frame stipulated in the signed contract.
  The client stated in her email on July 31, 2023, that she would be paying cash. We never advised the client that her payments had to be made by cash. She paid her deposit of $938 by Mastercard.
  On August 1, 2023, the client called our office requesting to speak to her designer or their manager. We advised her that we would reach out to her designer to contact her again.
  On August 10, 2023, we emailed the client with a complete breakdown of the cost of each custom space purchased and the amount required to move forward with each space. The client replied to the email requesting to cancel her contract. Again, we advised the client that she was beyond the three business day cancellation period from May 19, 2023, to cancel her contract and receive a refund. We would leave her *********** Closet, Custom Daughters Closet, ************* Closet, Custom Pantry and Custom Garage Storage in layaway until the client was ready to move forward with any or all of the spaces.
  We have had no additional communication with the client since August 10, 2023.
  The clients signed contract, deposit and designs for the *********** Closet, Custom Daughters Closet, ************* Closet, Custom Pantry and Custom Garage Storage is on file in our layaway plan whenever the client would like to revisit or move forward.
  We look forward to working with the client to complete her *********** Closet, Custom Daughters Closet, ************* Closet, Custom Pantry and Custom Garage Storage.

• Initial Complaint

  Date:09/16/2024

  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.

  enter a contact with Closets by design to have the washroom and one closet. The next day I saw an internet or TV add for closets by design had 40% off and an extra 15% off which they did not offer me. I call closets by design the same day and asked about the promotion. I did not get the whole part of the promotion, but I agree with what they offered me. I was told later by closets by design, I had to sign a drowning serving as a new contract to get the 40% off and 15% off. Closes by design contacted me told me ****** E **** I did not sign the drawing/contact and I only had one day left or the contract was not voided. So I checked my email and signed the drowning/ contact and sent back. A days later, I decided to get the drawers. *********************** contacted by phone closets by design and told them I wanted drawers. Someone at Closets by design said no problem I would need to contact **** so he can draw up a new drawing / contact for me ****** E **** to sign.I contacted **** from Closets by design/ **** the same day and he told me it would be no problem.After a few days later I ****** E **** texted, called and sent him an email ****. To get the new drawing/contact for me to sign and I ****** E **** got no answer.Two days before the install date, I received a call from the install Manager. I told him that I had made changes and **** has not gotten back with me on the new contract. Manager call me back and said he was going to install the closets I asked him with the drawings. He said yes and I ****** E **** asked him no price change. He said he was going to install the shells and come back later to install the drawers. I told him I did not trust him to do so. He became very argumentative and told me he was going to install shelves in my house. I told him at this point I want my money back because I do not trust what youre saying. Very rude and Non-responsive after they got my money

  Business Response

  Date: 09/23/2024

  The client signed a contract with Closets by Design on May 7, 2024, for a Custom Main Walk In Closet and a Custom Laundry totaling $3,000. 
  The clients installation of the Custom Main Walk In Closet and Custom Laundry was scheduled for June 18, 2024.
  After the designer left the clients home on May 7, 2024, the client called in and requested to receive the 15% discount that he seen online. We explained to the client that he received a 40%, 15% and 5% discount on his purchase so he actually received even more. The client did not agree and stated if we didnt want to give him the additional discount he would cancel. In an attempt to retain the clients business we offered an additional 10% discount of $300. The client accepted this and said he would keep the contract and do business with us.
  On May 7, 2024, the designer emailed a change order to the client reflecting the additional discount. On May 10, 2024, the client stated that he had not received the email so the designer forwarded the email on May 10, 2024. The client signed the change order with his acceptance and emailed it back on May 10, 2024.
  On May 10, 2024, the client called our office and said he would like to add drawers to his closet, he wants the drawers to replace the shelves. We advised the client that we would have his designer reach out to him to discuss his request.
  Our designer reached out to the client, and reported that after discussing the cost difference and maximizing the space, the client would move forward with the install as designed, he was not looking to increase the cost of the closet. He could always add drawers after the initial installation if he found that he still needed them. There are two different areas where drawers can be added.
  We did not hear from the client again about adding drawers until June 11, 2024, when we called the client and left a message for a seven-day reminder of the upcoming scheduled installation.The client called back inquiring about drawers being added to the installation.He said he never received any paperwork from the designer regarding this. Our sales manager explained to the client that the material for his Custom Main Walk In Closet and Custom Laundry had been cut and was ready for installation so she didnt know how expensive this change would be, all the sections were only 12 deep so we would have to add not only drawers but additional panels and this may make a huge difference in the cost of the closet. She offered to price everything out for him, but he said no, his designer told him there was not much cost difference and he didnt want to move forward if it was going to be expensive. The sales manager suggested that we send him the pricing to make his own decision because what is expensive to one person may not be to the next person, but he said he was at work and had to go so the call ended.
  On June 17, 2024, the client called again stating that he wanted to add drawers, he spoke to our installation team and advised that if we could not include the drawers, he just wanted to cancel everything.
  Our director of sales called the client back, regarding his request to add drawers. He advised the client that he had given special approval to add the drawers to the original design without adding additional panels, which would save the client money. He advised that the designer would email the additional work order for the client to review and sign so we could move forward with this.
  The client also stated that the scheduled installation of June 18, 2024, was not really a good day for him and he would prefer to push the installation out to Monday instead. After reviewing the installation schedule and to allow time to produce the drawers, we agreed to push the installation out to Monday, June 24, 2024, as the client requested,without a rescheduling fee as stipulated in the contract, and asked him to please review the email that was emailed to him from the designer.
  The client called back and stated that he got the order for the drawers, but it does not show the correct discount. Our director of sales went over the order with him.
  The client now stated that his designer told him the drawers would only be an additional $50 each and he needs to see our price list. He said he had to go and ended the call.
  On June 20, 2024, we called the client to follow up on the additional work order for the drawers. The client said this isnt where the designer had originally talked to him about putting the drawers.
  We called him back and explained that as our director of sales had told him when they spoke on June 17, 2024, we would be putting the drawers in the shelving section to save cost for the client. He requested that our designer call him to discuss.
  On June 21, 2024, our director of sales called the client to follow up on the additional work order for the drawers. The client stated that he did not want to be rushed and would call back later.
  Our installation team called the client on June 21, 2024, to confirm the arrival window of his scheduled installation on June 24, 2024. The client stated that he was not confirming at this time because he was trying to get something worked out. He stated that he has not signed the additional work order for the drawers yet and he needs another week to make a decision about the drawers. We advised the client that we could push his installation back for him but there would be a 20% rescheduling fee as per the terms and conditions of the contract.
  We advised the client that we already waived the fee for him once when we moved the installation from June 18, 2024,to June 24, 2024, but we would not be able to waive the fee again. The client stated that was not paying a rescheduling fee, he would take us to court, and hung up. Our installation manager called the client back and left the client a voicemail.
  The client called back and stated that he was a disabled vet, and he was not going to be taken advantage of. He wants the installation pushed back another week, so he has time to decide about adding the drawers, he does not want to be rushed. He said he didnt want shelves he wanted drawers, but when we sent him the updated design with the drawers in the shelving section, he stated that this wasnt what he wanted.
  Our installation manger suggested that we install the original design that the client approved, so the client would not incur a rescheduling fee and that we would come back on a later date after the client had time to decide to add the drawers. The client said that he has been asking for these drawers for a long time and we are not putting the drawers where he wants them. He also said that he was quoted $340 for the drawers,and he would be willing to pay us $300 for them but he is not paying any more.
  On June 21, 2024, we sent the client an email which included an additional work order to add the drawers to the open wall next to the door so the client would be able to compare the two designs and the cost for adding drawers to his closet.
  We advised the client that if he wanted to move forward with either of the designs presented to add drawers, we would need to receive the signed additional work order by 10:00AM on Monday,June 24, 2024, and we would be able to install the drawers with the original contract.
  Our installation manager called the client at 10:20AM on June 24, 2024, to be sure we were all on the same page regarding the scheduled installation for that day. The client stated he couldnt talk. Our installation manager tried to quickly confirm that we were only installing the original design because we had not received either additional work order back with his signatures for approval and the client said he told us he wasnt installing that day and he hung up.
  The client called back later and said we can do one of two things, we can give him a full refund of his money or he will see us in court. He is not going to do this. Our installation manager tried to explain to the client that we were trying to work with him, we had already moved his installation for him once, at no additional charge.
  We sent the client an email to recap our efforts to work with him and to be sure he knew that we were eager to come to a resolution with him. We did not hear back from the client again that day.
  The client called on June *******, and spoke to our installation manager. He recapped how he had seen how everything played out and asked for a refund. Our installation manager reminded him that he spoke to him on Friday and Monday and was diligently trying to work with him to get his installation with his drawers as he wanted. The client said that the person he spoke with was not helping him get his drawers, but the installation manager was the individual he had spoken to.
  The installation manager told him that he was still committed to working with him to get his installation completed as he wanted. He asked the client to look at both additional work orders that were sent to him and send back the one that he wanted to move forward with, and we would get him back on the installation schedule. There was no time constraint put on his decision so he would have all the time he needed to decide what he wanted to move forward with. The client said that he would have to call back.
  The client called back and stated that he never received emails from us. Our installation manager confirmed the clients email address and said we would resend the emails and asked him to stay on the line to confirm the emails were received. The client stated that he had to go and would call back.
  The material for the clients Custom Main Walk In Closet and Custom Laundry is in storage at our facility. We are happy to reschedule the installation at the clients convenience when he is ready to move forward with the Custom Main Walk In Closet and Custom Laundry with or without the addition of drawers.
  If the client would like to have a designer come back to his home to review the designs and possibilities of additions,we are happy to schedule this at the clients convenience.
  It is never our intent to misrepresent our product or frustrate a client. It is always our goal to work with our clients to provide them with a beautiful Custom Design. 

• Initial Complaint

  Date:07/22/2024

  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.

  We had closets by design come out and design our master closet. The customer service was amazing and we were mostly pleased until they created two holes in our carpet and refused to fix it. The installation manager ************************* was sent photos of the damage and basically said they dont use anything that could have caused the damage. Meanwhile my husband spoke to another person in the same department who told him he knew what probably happened and that ******** was probably dropped on the carpet and they tried to get it up and created the holes. That person was supposed to follow up w an email and never did. They were slow to respond to our calls and emails. We had perfect carpet prior to installation. Paid them a lot of money for them to refuse to just fix the holes. Horrible experience talking to someone who refuses to take responsibility or just make it right. They sent us the before picture that they took of our carpet and it wasnt even the side that had a hole in it but the after picture was the side w the hole but its far away so you cant see it. Unbelievable that they could easily have fixed two small holes and had raving fans. The very least they could have done is come look at the carpet.

  Business Response

  Date: 07/19/2024

  This is in GA, not Central Fl..

  Wrong franchise., please remove. 

  Business Response

  Date: 07/29/2024

  The client signed a contract with Closets by Design on May 4, 2024, for a Custom Master Walk In Closet.
  The Custom Master Walk In Closet was installed on June 17,2024. The client signed the installation report as complete to contract. They also signed the post job inspection report and reported no issues.
  On June 19, 2024, the clients husband called and reported that he found a fingernail size hole in the carpet that looked like something had dripped/dropped there and then was attempted to be cleaned up. We requested that the client send photos to be reviewed. We sent an email to the client on June 20, 2024. Unfortunately, sometimes our emails go to clients spam folders instead of their inbox and are not seen by the client. We were not aware that the client did not receive this email.
  On July 3, 2024, the client emailed pictures of the carpeting to our customer service email. The client sent the email after 5pm and our installation office had already left for the fourth of July holiday, so they did not receive the email until they returned to the office on July 8,2024.
  We called the client on July 8, 2024, and acknowledged receipt of the email. We advised that we would be reviewing the file and the pictures and would reach back out to the client regarding a resolution.
  We replied to the clients email on July 9, 2024, requesting some additional pictures of where the carpet spots were located in the closet space. The pictures we had received were close *** of the damage and we wanted to know where in the closet this was located.
  On July 16, 2024, we had not received a reply from the client, so we reached out to the client again with a follow up email. The client responded to our email with additional pictures and a video.
  On July 18, 2024, the client sent an email offering to send additional pictures. She also called to get an update. The installation coordinator that previously spoke to the client was not available, but a different installation coordinator did speak to her and advised that they would relay the information to management, and that they should get a call back before the end of the day.
  Our installation manager replied to the email by sending her the before and after pictures that were taken by our installer. He then gave the client a call back on July 18, 2024. He reviewed with the client that the installer did put blankets down in the work area, you could see them in some of the before pictures, so he did not see how something would get in the carpet if it was covered by blankets. The client replied that the before pictures did not include a picture of the area in the closet where the hole is located. He advised her that he also spoke to the installer and the installer did not recall anything that dropped or dripped during the install. He advised the client that unfortunately, he did not see any documentation that these holes were made by our installer and asked if the client had any additional information that they could share with us. The client insisted that the holes were not there before,and they were not the type of people to blame someone else for something they didnt do. They had only been in the home for three years so this was relatively new carpeting.
  It was not that we did not believe the client, but unfortunately, not everyone is as honest as they are. After being in business for over 20 years, you can imagine the claims that clients have made over the years that were found to be false after further investigation.
  Even though we advised the client that day that we did not have enough documentation to confirm that the holes were made by our installer,we did not stop investigating the clients concerns.
  On June 22, 2024, the client called our office asking to speak to someone. One of our sales coordinators called the client back to discuss her concerns. She advised the client that she would have the clients file pulled and review everything to see if there was anything else that could be done.
  Later that afternoon, our installation manager called the client back and advised her that upon further review, we had made the decision to move forward with having the clients carpet patched/repaired. We had already spoken to a company in her area and would be getting back with her as to when they could come out.
  (We did not receive the notice from the BBB regarding the clients complaint until 7:44pm that evening so our decision to handle the patch/repairs to the clients carpeting was made prior to receiving the clients complaint.)
  We called the client on July 23, 2024, and left a message that Carpet Salvage had been scheduled to come to their home on Friday, July 26, 2024, to patch/repair their carpeting.
  The client called back on July 24, 2024, and requested that Carpet Salvage not arrive until after 12PM on Friday.
  Carpet Salvage went to the clients home on July 26, 2024,but required additional carpeting and scheduled a return visit for Monday, July 29, 2024.
  Carpet Salvage contacted us on July 29, 2024, and notified us that they have completed the repair. We called the client to follow up and left a message.
  We appreciate the clients patience while this repair was being handled. We look forward to working with the client again in the future.

  Customer Answer

  Date: 07/29/2024

   
  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.
  

  We are grateful to closets by design for repairing the damage. We are now satisfied customers. 
  

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

• Initial Complaint

  Date:01/16/2024

  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.

  Closets by Design installed our closet system on 12/6/23 leaving around 2:09pm. We received an alert in our alarm app at 2:52am on 12/7/23 that our backyard video device has not responded to the automatic system checks in 12 hrs. We contacted the alarm company to have a tech come check out the issue. They advised that they would try to troubleshoot over the phone first because the charge is $150 for someone to come out. They attempted to troubleshoot, but that was unsuccessful. ******* I spoke with said that they were backlogged with scheduling technicians due to the upcoming holidays but would get someone out as soon as possible. We were scheduled for 12/22/23. The tech came out and removed the camera from the exterior of the house &there was absolutely no power cable attached to the camera that was there previously. The tech advised that the power cable was run along the baseboard of the closet on that particular wall that leads to the exterior camera and that the cable was removed and no longer present or connected to the camera. Please note that the installers removed the baseboard in order to install the closet system, and the wiring/cord is not something that was visible to us and could only have been removed during the removal of the baseboard on that wall. We contacted the company to advise of this issue and spoke to ****** in installation and he requested information from the security company stating where the wire was located in the closet. That was emailed to him on 12/23 with no immediate response. Another follow up email was sent on 12/28. The company responded on 1/5/24 stating "There isnt a definite way to confirm that closets by design caused damage to the wiring or exterior camera of the home". My husband called ****** to discuss and was basically advised the same thing, that they are not responsible. Again, there is no other possible way that this wiring/cable would have been removed since it was run behind the baseboard, that the company removed.

  Business Response

  Date: 01/23/2024

  The clients Custom Master Walk In Closet was installed on December 6, 2023.
  The client reached out to us on December 22, 2023, stating that they believed our installation team demoed the wiring for their exterior security camera when they removed the baseboards to prepare for the installation of the Custom Master Walk In Closet. She stated that the wire was not visible,it was run under the carpeting.
  We advised the client that we do not remove, cut, or take up the carpeting.
  She said she did not know what it looked like or exactly where it was run but the camera company advised that the wiring is now gone.How does the camera company know that the wire is gone, did they uninstall the Custom Master Walk In Closet to look under the carpet?
  We understand that the clients camera quit working on December 7, 2023, which was after we were at their home for the installation of their Custom Master Walk In Closet but it cannot be confirmed when the camera actually quit working. Perhaps the wire was pulled out from the camera, when the client emptied out the space, prior to our arrival for the installation.
  There was a delay in correspondence because our installation department was not working from December 23, 2023, thru January 1, ****, due to the holidays.
  Although it is unfortunate that the clients exterior camera quit working and they believe it was related to the installation of their Custom Master Walk In Closet, there is no evidence that our installation team demoed the wiring. As the client stated, the wiring was not visible and they did not advise us of the wiring before the installation.

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21153060
  
  I am rejecting this response because:
  I advised the business on the initial call that the cord was either run under the carpet OR behind the baseboard, and that the cord/wiring was not visible at all to us so how could we have removed it during emptying out our closet. That only included removing clothes and shoes, not any fixtures, shelving or baseboards! There is no possible way that we would have been able to remove the wiring/cord without removing the baseboard. The only people that removed the baseboard is CLOSETS BY DESIGN ATL, and although the guy we spoke with claimed that they "would not" do that, he has no idea what was done because he wasn't here and they did not even offer to come out and take a look at where the wiring would've been placed as well as where the camera is located on the exterior of the home. Before the outage of our camera we were not sure where the wiring was placed in order to give the installers a "heads up", but if any logical person sees wiring/cords when they remove the baseboard, they should have left it where it was or at a minimum walked right outside the room, where I was working at my desk, and asked what we wanted them to do with the cord/wire. But they said absolutely nothing! And as requested initially by the business, I provided them with the information from the security system company stating where the wire was located, and I think they know better where they installed the camera wires than someone that wasn't even here, or had any part in the installation of our camera.

  Also, as previously stated, there was a delay in contacting the business because we did not want to assume or accuse them of anything until we found out for sure what was causing the camera outage, and when we were advised by the security system company what the issue was, we contacted the business the same day. They never seemed willing to accept responsibility for their employees actions from that very moment. I just wish I had checked BBB or any review site before hiring them to install our closet system, because I would've been warned in advance that this company does not take accountability for their actions, and saved us from having to go through this whole thing. I would've paid more to deal with a company that stands behind their work and is accountable! 
  Sincerely,
  
  ******* Register

  Business Response

  Date: 01/26/2024

  We have reviewed our phone calls and during the call on December 22, 2023, the client did state that the wire ran under the carpet to the outlet across the room. It was later in that same conversation that the client stated it may have been under or behind the baseboards.
  On December 22, 2023, we did offer to send an installer out to the clients home, but the client did not state that they would like to schedule a visit. However, we are not clear what would be done during this return visit. Would we be meeting with an electrician or the security company to investigate what may have happened?
  We have reached out to the clients security company multiple times to discuss the wiring with them and to get a clearer picture of the circumstances, but they have said on each occasion that they would call us back and no one has ever called back.
  At this time, the client has not provided us with any evidence that the disconnected or removed wiring was actually done by our company.
  We are happy to continue to work with the client to investigate this situation further to try to come to a resolution.

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21153060
  
  I am rejecting this response because:
  We have advised multiple times that no one, other than the business (Closets by Design Atlanta), had access to the wiring/cable that was connected to the exterior camera. I'm not sure what number the business is calling to speak to the security company, but our **** ************************ can be reached at ************, to answer their questions and explain how the wiring was installed that is no longer connected to our back camera.

  
  Sincerely,
  
  ******* Register

• Initial Complaint

  Date:01/12/2024

  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.

  Closet by Design came to me on 4/7/23. Designed a closet based on the space, the price $3800. I paid a 50% deposit, $1900 on my credit card. install date was 6/2/23. Days before install, I got a call from Closets by Design telling me that I had to pay in full before the installation. On 6/2/23, I paid via credit card the remaining balance of $1900. I was asked to sign an approval form that had my full credit card #, my CVV and exp date. I questioned it as I was uncomfortable with having my full card # being exposed and signing a document saying to charge my card again when my balance was zero. I know my consumer rights so I knew that was illegal. I signed the doc but crossed off my card #. He called his manager who then called me. I told him the same thing and the transaction already posted to my account. He told me in a very threatening way that he would not do the work if I did not put my card number back on the paper. I told him the policy was not legal according to consumer rights as I work for a credit card company. Merchants cant store that info all together on piece of paper. He again threatened to have his workers leave if they didnt get my card # I told him that I really wanted them to do the work done. I told him he could not refuse me service because I had already paid for it. He said he could and would tell his work is to leave. I said if you refuse to do the work then issue me a refund. He said I am not getting a refund and not getting the work if he doesnt get my card number on that piece of paper. After about 35 minutes of back-and-forth he called his worker and told him to leave and they left. I called my credit card company to dispute the charges on the grounds that I paid in full and I did not receive the service. I was the. awarded $1900 for the second transaction (the one that I made on June 2.) Unfortunately the time had expired to dispute the first transaction from April 7. I only had 90 to dispute the transaction. Im out of $1900

  Business Response

  Date: 01/19/2024

  The client is correct that she signed a contract with Closets by Design on April 7, 2023, for a Custom Master Walk In Closet.
  On May 26, 2023, we made a courtesy call reminder to the client of her upcoming installation on June 2, 2023. One of the items that is reviewed during this call is the payment information. This is not new information for the client, this is information that was presented to the client in the contract that she signed on April 7, 2023.
  Terms and Conditions Item# 9 of the signed contract that the client also initialed states: Final payment must be presented to the installer before installation may begin.
  It is our company policy, that the client provide their full credit card number on the installation report. As we advised the client, if she preferred not to do that we also except cash, check or zelle as payment options.
  It is also our company policy that the client provide their full credit card number on the contract, which the client did.
  On June 5, 2023, we called the client to see if she would like to reschedule the installation of her Custom Master Walk In Closet. The client was not interested in moving forward at that time.
  From June 2023 to November 2023, we received no communication from the client. On November 7, 2023, we reached out to the client to discuss scheduling the installation of her Custom Master Walk In Closet. At that time the client stated that she no longer wanted to do business with us.
  In November and December, we continued to reach out to the client to fulfill our part of the signed contract, but the client was not interested in moving forward.
  The client is requesting a refund. As we advised the client,per the terms and conditions of the signed contract, we would not be issuing a refund.
  Terms and Conditions Item# 3 of the signed contract states:I agree that this job involves custom made items and that once my order is in production and/or materials have been ordered, there are no refunds or credits allowed.
  We have the material for the clients Custom Master Walk In Closet in storage and we are ready to schedule the clients installation when she is ready.

  Customer Answer

  Date: 01/21/2024

   
  Complaint: 21138032
  
  I am rejecting this response because:
  Closets by Design is in violation of PCI DSS compliance.  Based on consumer credit protection a merchant shall not stored unencrypted card number, cvv and expiration under circumstance. Closets by Designs policy is wrong and out of compliance. Their policy is for the cardholder to put their full 16 digit card number, CVV and expiry date a black credit authorization form to be stored in their office AFTER the customer has paid in fulll. I did not feel safe with providing my information on written piece of paper AFTER I had paid in full. I have receive partial refund ($1900) back from my credit card company because Closets by Design were out of compliance in their protection of my credit card sensitive information and I did not refuse service. The other portion was not refunded because the dispute time for the charge had expired. I was given an offer to pay cash after I paid the balance on my credit card on the day of installation. Closets by Design has been harassing me while Ive been trying to get refund.  I have not taken any action because I was stressed about the process. I can not do business with a company that violates consumer rights.  If they are not willing to refund I will submit a small claim to the court and expose their violation of PCI DSS compliance 
  Sincerely,
  
  *********************

  Business Response

  Date: 01/26/2024

  It is our company policy to collect the payment information in writing, but the client has options as to how they would like to make their payment.
  For deposits and final balances we accept multiple forms of payment including cash, check, zelle, and credit/debit cards. It is the clients choice how they would like to make their payments. The client can change their form of payment and if a previous payment has been made it will be reimbursed or voided.
  The credit card dispute was in regard to receipt of merchandise, it does not reference PCI compliance.
  Our PCI compliance has been reviewed and approved yearly without any breaks.
  When calling the client and offering to reschedule the installation our intent was never to harass the client but to fulfill the terms of the mutually signed contract.
  The material for the clients Custom Master Closet is in storage and ready for installation when the client is ready to proceed. If the client prefers to have the material for the Custom Master Closet delivered to her home and not installed by Closets by Design, this is an option as well.
  We look forward to working with the client to come to a resolution and complete the contracted installation of her Custom Master Closet.

• Initial Complaint

  Date:08/03/2023

  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.

  I hired Closets By Design to replace a poorly done closet job (by another company), and install cabinets and countertop in my pantry. The closet portion and cabinets in the pantry are great. The issue is with the countertop. It took the company 3 separate visits and calling in special teams to get the counter top to fit. They ended up cutting the counter top to fit into the space. It looks great. The problem is, during the many attempts to install the countertop, my walls, floors, doorway, and shelving were damaged. I have contacted the company numerous times, sent photos, follow **** and it has not been repaired. I have paid them in full. I was instructed to have the space painted and ready prior to install. I wish I would have waited and paid to have the area professionally painted afterwards. I am reaching out to the BBB in hopes that they can help resolve this issue. I want them to repair the damages made in my home.

  Business Response

  Date: 08/10/2023

  We are happy to hear that the client is enjoying their Custom Master Closet and Custom Pantry.
  As the client noted, due to the tight fit of the granite countertop in the pantry, it was necessary to have the granite company go to the clients home to complete the installation. We apologize for any damage that was done to the clients floors, doorway and walls in this process. We were able to speak to the client on August 9, 2023, and have scheduled to return to the clients home on August 25, 2023, to complete any necessary repairs and paint.
  It is always our goal to have our clients thrilled with their completed custom project and we look forward to completing this clients project later this month.

• Initial Complaint

  Date:07/21/2023

  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.

  I would like to express my concerns as a business consumer of Closets by Design (the franchise out of Atlanta). Unfortunately, we have had a less than desirable experience when it comes to Closets by Design standing behind the installation of their product. Let me begin by stating right on the companys paperwork, it has a bullet letting the consumer know:Floor Based system and anchored to studs, our closets are stable and secure. This type installation gives you stronger support for your wardrobe and provides the rich look of built in cabinetry.On July 27, **************************************** our garage by Closets by Design installers. In May of 2023, and we noticed the cabinet doors were hanging unevenly. I reached out to the Atlanta office, where I was told to email ************************************************************** On June 6, 2023 I emailed pictures of the cabinets and was told I would receive a call to schedule someone to come out and address the issue. On June 10th, I reached back out to follow up and see if we could schedule something since I hadnt heard anything. We were out of town until June 15th, and on Saturday, June 17th, I woke up early when I found the smaller of the three cabinets had fallen off of our wall, smashed into the ground, hit our golf cart and just barely missed our brand new car. Had a person been under the cabinet, it would have been pretty terrible. Additionally, the two ************** were now leaning from the top about 10 inches. Immediately, we called Closets by Design and were told a team could come out Monday to assess the situation. Given the situation, we are only requesting a refund in the amount we paid of $2856, plus $450 to repair the golf cart. Closets By Design says refunds are against their policy, however, the faulty installation of the product breaches their contract with me. They have agreed to reinstall them at not cost to me and to pay the $450, but I would rather have the money back.

  Business Response

  Date: 07/28/2023

  This clients account is actively being addressed.
  We have acknowledged that, unfortunately, the garage cabinets were not installed properly due to the spacing change of the studs in the wall. On the opposite side is a split level which we were not aware of at the time of installation in the garage. We certainly apologize for the incident and are very thankful that someone wasnt hurt.
  We have asked the client for an opportunity to come out for a walk through to review with the client how this will be corrected.
  We have agreed to pay for the repairs to the golf cart.
  All the documentation and pictures from the installer and the client are being reviewed by upper management and they will be reaching out to the client directly to come to a resolution.

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20357912
  
  I am rejecting this response because:

  We are uninterested in having Closets by Design come out and reinstall the cabinets in our garage.  The cabinets were extremely heavy and posed a huge threat to not only my children who are often in that area, but to adults.  After the first cabinet fell off the wall, the other two were leaning with their entire weight supported by the open doors pressed up against the garage floor.  Closets by Design as admitted they were installed incorrectly by not putting them into studs.  Their guarantee clearly states all cabinets will be drilled into studs (as shown on my original complaint).  The excuse that our stud pattern is different is admitting negligence on behalf of the installer.  She didn't double check to make sure she was drilling into a stud, nor did she correct herself when she realized she wasn't.  Any competent installer should know the difference in hitting a stud versus ************.  In addition, the footings were never secured.  They were just free floating under the cabinet which is a big reason they fell off the wall.  This is a breach in contract between Closets by Design and me due to the incorrect installation from the beginning.  We would like to pursue a refund only at this point.  I reached out to Closets by Design weeks before this all happened letting them know I was concerned and never heard from them.  The seriousness of the situation in my garage is enough to make me not want them reinstalled.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 08/07/2023

  We certainly understand the clients concerns about having the cabinets reinstalled and not being properly supported. We would like the opportunity to come to her home to discuss the procedures for the proper installation of the clients cabinets. In allowing us this opportunity, it would not oblige the client to accept the reinstallation of the garage cabinets.
  We know the client is requesting a refund, we only want to be sure we have provided the client with all the necessary information regarding the installation.
  The documentation and pictures from the installer and the client are still being reviewed by upper management and they will be reaching out to the client directly.