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:03/24/2025

  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.

  11/27/2024 I paid a deposit for a closet install and was told I would be contacted in 30 days for my next payment. I have attempted to contact Closets By Design on several occasions to continue with this purchase, however never received a call back or any communication from CbD. At this point, the level of customer service I have received is a reflection of the product and service quality I would receive in the future. I want a refund of my deposit.

  

  Business Response

  Date: 04/07/2025

  Hello *********,

  Thanks for reaching out, and I look forward to working through this with you to determine next steps.

  We still have your contract on file, and we're ready to move forward with your project anytime you are!  It looks like you took advantage of placing your order in TBD status, which is a great option that many of our customers take advantage of that allows you to lock in your designs & pricing for up to a year with a minimal initial down payment of 20%.  Then, once you make the remaining 30% down payment (to reach 50% total), then we provide an install date.   

  If we missed a communication from you somewhere along the way, I apologize.  However, we haven't been able to find any records of phone calls or emails to our team regarding the desire to move forward with the remaining down payment to setup an install date, other than your recent call to the office on 3/24 asking to cancel the project.  If you have some other communications that you can share, I'd be more than happy to review.

  Either way, your designs are in, the engineering work is complete, and we're ready to get the install scheduled when you are!

  Best regards,

  ******* ****

  Customer Answer

  Date: 04/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I was told I would be contacted within 30 days for next payment and was not.  After several attempts to contact my *** and the office number with no call back, I believe the inability to provide timely and sufficient customer service is a breach of contract. 
  

  The only response I have received from Closets By Design is when I complained and demanded my deposit back. 
  

   
  Regards,
  
  ********* *****-*****

  
  

  

  Business Response

  Date: 04/08/2025

  Hello *********,

  The benefit of placing an order in TBD status is that customers can lock in their pricing and then move forward when they are ready over the following 12 months, so it's not a practice of ours to reach out to customers to follow-up on TBD orders ahead of that 1-year window.  I'm sorry if there was any confusion around this point, but we don't have any notes about a 30-day follow-up here.

  We also don't have any records of attempts to contact our team to make the remaining payment and setup an install date prior to 3/24.  We add notes to our customer relationship management system after each call our office team has with customers to help us be able to communicatively more effectively.  Per my last note, I'm happy to review any communications you had with our designer or office team prior that we may be missing, so please feel free to share those.

  Best regards,

  ******* ****

  Customer Answer

  Date: 04/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Closets By Design has not complied with their own contractual agreement nor the level of customer service one would expect for this level of investment.  I have no doubt they have no record of communication because the level of customer service is again reflected here.

  I expect the refund of my full deposit within 14 days. 
  

  Regards,
  
  ********* *****-*****

  
  

  

  Business Response

  Date: 04/13/2025

  Hello,

  Ive made a couple of replies to this customer, and I think were now reaching a point where no new information is being presented, so Im concerned that were not going to make much forward progress from here without a 3rd party view.  Would you be willing to review this situation and help guide me on how best to approach?  I want to remain constructive with this customer and hopefully get to a point where they are satisfied with this complaint process but also stay true to the contract in which we have both entered.  Ive attached our contract with the customer (with credit card info redacted) for reference. 

  A couple of key lines from our contract on cancellations are lines 9 & 10 under the terms and conditions

  - 9. Notice of Cancellation: Either party may cancel this transaction without penalty or obligation within 3 business days from the date as signed below (11/27/24 in this case).  Any notice of cancellation must be signed, dated and delivered in writing to Closets by Design, ********************************************************

  - 10: I agree that this job involves custom made items and that once my order is in production, there are no refunds or credits allowed.  Installation must be completed within 12 months from date as signed below.

  This customer took advantage of placing their order in "TBD" status, which is a great option that our customers often take advantage of to place a minimal amount down at the time of order (20%), which locks in their designs & pricing for up to a year from the date of order.   Then, at their convenience during that 12-month period, they can reach back out to us to make the remaining 30% down payment required to get an install date.  Our policy is that 50% down payment is required to get an install date, unless the customer is utilizing our financing option, which isn't the case here.  Our designer specifically noted on the contract that the customer put $965 down at the time of order, and that an additional $1448 deposit is needed for the customer to get their install date.  This is still very much in effect and we would be happy to schedule an install date for this customer with that additional deposit.  In fact, my preferred outcome is that we are able to deliver on the contract and complete the project for them.

  The customer noted that they tried to reach out to us on multiple occasions, but didn't receive a response.  I am sympathetic to this as there is always a chance we missed some communication along the way.  However, our team is pretty disciplined in this area where we make notes in our internal CRM system after each customer phone call, and we don't have any notes here in between the customer's order, and 3/24/25 when they reached out to try to cancel their order.   I've expressed to the customer my willingness to review any communications that we may have missed (emails, texts, etc), but so far nothing has been provided.  I still am open to reviewing any communications that we may have missed.  I've reviewed the situation with both our front office team, and our designer that worked directly with the customer and we are not finding any record of attempts by the customer to reach out prior to 3/24/25.  We occasionally get written requests for cancellations within the 3-day window after the contract was signed, upon which we promptly process the refund of the customer's down payment, but I haven't seen anything like that here. 

  The customer also noted that we were supposed to reach out 30 days after the contract was signed.  This is not our practice on any TBD orders, as it's at the customer's convenience that they can call us to make the remaining down payment and get an install date.  We typically wouldn't reach out until the customer is getting close to the end of their 12-month window for installation, which isn't the case yet here.  I also don't see any notes on the contract on in communications between our designer and the customer that would suggest we were obligated to reach out 30-day after the contract.  Again, I'm happy to review additional information that would indicate otherwise.  

  Thank you for reviewing and I appreciate any guidance you're able to provide on next steps to take with the customer.  We are still ready and willing to move forward with the contract that we entered into last November.

  ******* ****

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