Complaints

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

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  Closets by Design

  2 Shaker Rd Ste C215 Shirley, MA 01464-2525

  
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  Closets by Design

  2 Shaker Rd, Suite D100 Shirley, MA 01464

  

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

• Initial Complaint

  Date:08/19/2022

  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've been dealing with Closets by Designs for far too long and I'm looking for assistance because I'm sick and tired of fighting and getting nowhere. We hired this company to install four closets and a mudroom. The day they were supposed to come, they had to cancel. When they came the next day, the installer told us that she was told it was a two day job that she needed to finish in one day. The work was atrocious. The closet drawers were not level, some of them didn't close properly, the drawer handles were not level nor aligned, and, worst of all, we realized that the quality of the closets were probably less than IKEA quality. We sent pictures to the company with the horrible work and they came out to "fix" it. They drilled more holes and made it look aesthetically "okay" from the outside, but if you look closely it still looks horrible. They still have things to fix so they're coming back for a THIRD time. Not to mention, they have not even started on the mudroom. At this point we do not want our mudroom done by them because we see the horrible quality they provide. Financially, they tried charging us in full before the work was done; they've since refunded us the full amount because the work is not done. This has been a costly and stressful burden and we hope you can assist us. This company, truthfully, for what they charge versus what they provide, should be shut done completely.

  Customer Answer

  Date: 08/22/2022

  More details attached and below:

  We hired this company in March of 2022 with the total project costing $9,000. We made some changes that brought the total to a little over $10,000, however, when we made changes, we did not need to sign a new contract so the only contract we have is the original one stating the total of the project. Also worth noting, as soon as we signed the contract, our "designer" became *** making it extremely difficult to communicate our wants with him - as you'll see from our text exchange.

  The closets are horrible quality and the install was even worse (evident from the pictures I sent in my original complaint). Closets by Design has now come to our house two times to repair the install and they need to come a third time. Getting this much time off from work is costing us money. Not to mention, our mudroom has not even been installed yet which would require 1-2 more days of needing to allow this company to enter our home and to take days off from work and that's if they do a good job installing the first time, which, as we've learned, they do not.

  My goal in filing with BBB is to be 100% refunded for the mudroom that has not been started yet. I'd also preferably like a partial refund for the closets since this has cost of a lot of time and money for a horrible looking service. 

  Please let me know if you need any other evidence. 

  Customer Answer

  Date: 08/22/2022

  Apologies for the confusion. They are not supposed to charge us until the job is complete, and ended up doing so before the job was complete. So, they refunded in the sense that the job is not finished and so therefore they do not have the right to charge us, but, we know that as soon as the job is complete, they will charge us in full.

  There are two disputes here: first, the closets and the amount of time and energy it has taken to receive a subpar product. I'd be happy to see a partial refund for the horrible install experience we've received thus far. Second, the mudroom which has not even started install. We made changes to our mudroom design without knowing that it was going to cost us more money. When we saw how horribly our closets were installed, we wanted to cancel the mudroom altogether since that is a main part of our house and not easily hidden behind closet doors. The company is telling us that they already started making the mudroom cabinets so we need to pay for them. Out of the over $2000 it was going to cost us, they are offering to refund us $1,000 - for NO product! I want a full refund for the mudroom design. 

  In general, the WHOLE experience has been horrible from start to finish starting with when we signed the contract. The moment we signed, our designer stopped answering our calls and emails so that we could communicate our wants. The install was horrible (you've seen the pictures), and the quality of the product is not at all worth the price. After all the nightmarish things we've had to do to deal with this company, I cannot imagine why they are so unwilling to refund us completely for the mudroom. Now I not only want a full refund for the mudroom, but I want a partial refund for the closets as well.

  In all seriousness, this company should not be in able to be in existence. It's horrific and they are deceivingly ripping off their customers. This has got to be illegal.

  

  Business Response

  Date: 09/07/2022

  It is clear from the pictures that this installation does not meet the quality standards that is expected from our installation team.  We had scheduled on 9/1 for one of our top installers to perform the necessary corrections, and replace the drawer faces.  Unfortunately, while in route, we received a call that someone in the household was ill and would have to reschedule.  It was also determined that the mudroom design was not going to work to the satisfaction of ****************, and we agreed to remove that component of the overall project & refund the mudroom.  Also on 8/1 the charge to Well Fargo was reversed.  As of 9/7 the only funds received for the project was the initial 25% deposit.  We are still looking to reschedule the service to resolve the poor initial installation.  Once completed, we will work with **************** on the final payment 

  Customer Answer

  Date: 09/10/2022

   
  Complaint: 17741822
  
  I am rejecting this response because: I did not call to cancel the install while CBD was "in route" to my home. I emailed them on August 28th when they were supposed to come on September 1st. 

  Additionally, they gave me a partial refund for our mudroom design, not a full refund. I refuse to accept the fact that they are offering me a partial refund for absolutely no product. This, too, after I realize what horrible quality the product is.

  I want a full refund for the mudroom. I'd also appreciate a partial refund for the rest of our project considering my whole experience has been a nightmare: the "designer" who didn't know what he was doing; the horrible installation; the atrocious customer service who doesn't give a **** about their customers; the lack of quality in their product.

  I am in shock that this company is still in business and will do what I need to do to spread the word about this company if the resolution that I am seeking does not happen.

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

  

  Business Response

  Date: 09/27/2022

  We came to a financial agreement & were completing the service tomorrow