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

  40 Veterans Blvd Carlstadt, NJ 07072-2712

  
• 

  Closets By Design

  354 13th St Carlstadt, NJ 07072-1918

  

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

• Initial Complaint

  Date:12/12/2024

  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.

  Job not finished. Cant get a return call. Job cannot be completed as such and a refund is required. Cannot utilize anything installed.

  

  Business Response

  Date: 12/13/2024

  Hi - *****

  My name is ****** ***** my cell phone is ************.

  I am the owner of the "******************* Closets by Design Franchise" in ********* ********** (not ***********).

  Last year my Franchise forced me to see a portion on the area I have services for 24 years.  This are is now Called "Closets by Design ********************".

  Each Franchise is independently owed and operated and I have nothing to do with the business that you are working with.  I am A+ with the BBB run a great business with 50 great employees.

  This mistake has happend numerous times and each time I have contacted the customer who has taken the negative review off my web pages and redirected them to the correct pages.  Obviouly your review on my pages unintentionally ****** a very good company and my employees.  So please please please remove your review from my pages and redirect it to the proper places below.

  Below are the links to their yelp page and BBB page.

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

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

  I believe that by directing your reviewed to the correct place, witl help motivate the ower to the ******************** Florum Park Franchise to resolve your issues.

  Feel free to call me on my cell phone is I can help.

  I will contact the Franchise and ask them to help to resolve your issues.

   

   

   

• Initial Complaint

  Date:07/09/2024

  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.

  Closet by design installed the custom cabinets at my home on 07/09/2024. We were told by sales person that installation will be done in two days and installer completed with in two hours. There are so many gaps between the closet and wall. Shelves are not anchored properly. It is creating hazardous condition. My younger one pull the cloths from shelves and shelves fall down as it is not anchored. There are so many gaps between cabinets. Some of them are damaged and not align. Installer was in rush and sales person is not responsive. We need them to fix the closet or refund the money. Any installation creating hazardous condition is not acceptable and closet by design shall be accountable for any damages due to their poor installation and craftsmanship.

  

  Business Response

  Date: 08/15/2024

  This has been fully resolved with client.

  Customer Answer

  Date: 08/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:08/14/2023

  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.

  My complaint is due to various issues with Closet by Design( CBD) from start to finish with lack of oversight by the company from the Owner, Management down to employees. There is no semblance of customer service or understanding of how to conduct professional level service as one area of the business does not know what another area does or how something will be completed or not.
  
  Contracted with Closet by Design on 5/15/2023 for 12 custom closets in a brand new construction home where all hardware was confirmed to be black (hanging rods, rod clips, tie rack, belt rack, valet rods, drawer handles) for $15,500. I was told the project would begin on 6/27 through 6/29 with is over 1 Months time to have everything ready to complete all the custom closets in my home in 3 days time. I felt that was a long wait time but I gave CDB the benefit of the doubt thinking it was necessary to gather all the materials and have scheduling time for their professional install team to complete the closets.
  
  I have a lot to say about my dissatisfaction but I have become tired because I have called over 6 times spoken to 5 different people about how my homes closets were incomplete, damage to my home was done by the first set of installers to a brand new custom home where I have called to speak to the owner who has had poor health condition with having heart surgery right before my installation dates.
  
  I am seeking to have substantial compensation credit back ($1500-2000) on my installation for all the issues that I have had to constantly call about, the damage to my home which I will need to have professional painters, wall repair done on, having my trim molding be cut that I paid my custom home builder to have in my home that I was not informed would be cut and even after being cut their are small gaps that make it not appear that I spent 15K for the closets with having nicks and damages to the poor quality melamine product that CBD uses with nicks all over the drawers and other spots

  

  Business Response

  Date: 08/26/2023

  We have fully resolved this to the customers satisfaction.

   

   

• Initial Complaint

  Date:07/06/2023

  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.

  No communication, no consideration for customer’s time/needs/satisfaction.
  Suzanne was our designer she was great
  4/15 - Suzanne came to measure our spaces
  4/19 - Suzanne showed us designs and gave us quote over zoom
  4/20 - Suzanne informed us our install date would be 6/1
  6/1 - installers showed up late (outside of the window the company gave us by over an hour) and some pieces were cut incorrectly for all three closets. Install team left without project being completed. Another install date scheduled for 6/9
  
  6/9 - installers show up late again and still have pieces cut incorrectly for all spaces. New appointment scheduled for 6/20 - I asked to speak to someone about my experience and was told by the female receptionist that the office manager would be contacting me. I never received a call.
  
  6/20 - this was the first time installers showed up within the time window. Pieces still cut incorrectly. But they were able to complete the closet in the primary bedroom. New appointment scheduled for 6/27. I call the office again and ask to speak to someone about the experience and was told yet again that the office manager would be contacting me about compensation and I was lied to her again. No one called!
  
  6/27- installers showed up and installed the last pieces that were cut correctly.
  
  The team in the Carlsbad, NJ office are more concerned with their rigors than they are with customer satisfaction. I did not have a complicated set up, I didn’t ask for anything unique or specialized. It was the basic set up for a primary bedroom closet, kitchen pantry and hall closet. They could not get it together and I as the customer ultimately paid the price with my money and so much of my time. The team did not communicate ANYTHING to us any of the times they were late. There was no consideration for our time at all. Now every time I see our closets I think about this experience and how the management from this franchise refuse to make their customers’ satisfaction a priority.

  

  Business Response

  Date: 07/06/2023

  Please call Daniella at my office ###-###-#### so that we can resolve this and compensate you for your inconvenience.

   

  Norman H****

   

   

   

  Customer Answer

  Date: 07/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  ******* ******

• Initial Complaint

  Date:06/22/2023

  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.

  Back in 10/2022, I met with salesman from closet by design and we agreed on having a closet in the hallway of my apartment done, a shoe shelf, a book shelf in my living room, a dresser in my bedroom, and an office bedroom. It was agreed that I will paint my apartment first. A contract was signed and closet by design started to bill my credit card for half of the total price of everything immediately ($4, 200 dollars, maybe more). Once my painting job was completed, I called closet by design to let them know that everything was ready for them to come in and complete the work. This was in 02/2023. Several weeks later, they came and did my dresser bedroom (is incomplete) and the book shelve in my living room (is incomplete), my office bedroom (is incomplete), my shoe shelve was done. They started doing my closet in the hallway also but it is incomplete. Ever since, I have been dealing with this company, and they give me different excuses every time, but never complete the work. I have call the sales man numerous times, he came in measured the closet in the hallway stated that there was a mistake in measurement, and he needed to order the doors. According to him, it would take a month to order the doors. This was in March/************* came, no response and no contact from their part. 05/2023 came and calls were made on my part, and the sales man came did the measurements again and left. He sent me a text stating that in 06/2023 everything will be done. 06/2023 came and I called salesman, He said he was ill and did not know anything. I put pressure on him, and workers came on 06/13/2023, but they were not aware that the closet needed to be redone. Workers did not bring any material to complete the other items that remained incomplete. However, worker called the office and spoke to the manager. Manager blamed the salesman and she said that everything will get complete. This was last week and manager stated that they will contact me this week, but no one has so far contacted me, as of yet.

  

  Business Response

  Date: 08/11/2023

  I not sure what repair is required.  Please call ******* at ************ and we will schedule the repair.