Complaints

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

• Initial Complaint

  Date:12/31/2024

  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.

  On October 16, 2024, Closets by Design to design layout for custom cabinets. The amount for work ********. 50% down in order to schedule the job. I paid $2,800.00 (50%). Balance amount of $2,800.00, even before work started. I refused to make another payment until the job was completed.I politely ask the installer to please remove his shoes, especially, since he will be working out of his truck. He was frequently in and out tracking debris. To responded NO. I then asked if he could put some type of floor protectors. He said NO. job. In an attempt to maintain my composure in this difficult situation. I further explained why I made the request, in a friendly and professional manner. I just had had my hardwood floors finished and the carpet cleaned. My request was futile. I pointed several issues with the installation of the cabinets. His response was you can purchase those items from the store to correct. I clearly outlined my concerns including specific details such as uneven gaps, in proper aligned doors and the doors opening into the walls. The doors slamming shut. Hinges out of whack, door frame could be tweaked. Additionally, these are noticeable flaws, uneven gaps between cabinets, misaligned doors. I have made several attempts to resolve this matter through open communication and request necessary repairs and/or adjustments with in reasonable time frame.Negative experience with company, I would strongly advise against using their services; performance fell significantly below expectations and I cannot in good faith recommend them.

  

  Business Response

  Date: 01/02/2025

  Albretta worked with our most Senior Designer, *****, who has 17 years of experience with us. ***** designed the bonus room unit, and discussed the process with Albretta for installation. Albretta did ask ***** if the installer could remove his shoes. ***** let her know that when they have to walk up stairs, carrying heavy loads, it's important for them to have shoes on for their safety and to prevent any possible problems with getting the product into the new space. Albretta understood this at the time of contract signing. Albretta also asked ***** to be at her home on the day of install. ***** told her she couldn't be there on November 21st (the day of install), but could come out on 11/22. The install was completed on 11/21, as scheduled. The installer even came back that evening on his own time to take care of one issue he needed to address. Albretta was aware and approved his coming back.

  When ***** went to Albretta's home on 11/22 (the day after installation), her concerns were that she asked for caulk on the right side of the unit, and addressed caulking on one side of crown molding. She did ask about the doors opening into the walls, and ***** explained that we put 2" fillers on both sides to help with this, but that the doors, when opened fully would have the hardware touching the walls. Albretta also disucssed the doors shutting. ***** told her that we have an upgrade of a soft close hinge that she could price for Albretta, but Albretta said she wasn't interested in that.

  We did call the client for a regular customer service call, from the office on 11/22/24, which is our normal procedure on the day after an installation (at 11:33am).  We left a voice mail saying that we were following up on the project and if there were any questions or concerns, to please call the office back, for us to be able to address.  The office never heard back from ********, and didn't realize there were any issues, until the designer called the office on 12/9/24 to ask if we had done a service call to Albretta. At that point we did write up a service ticket, per Tatia's (the deisgner's) information on caulking the unit.  We did make one attempt to call and schedule the service, but only left a voice mail.

  We want to take care of the caulking issue that was Albretta's main concern. If she can call the office at ************, we will get her service appointment scheduled.

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22715799
  
  I am rejecting this response because: I paid for custom design cabinets.  I  feel that's what I got.

  I could have purchased cabinets from ****** and **********. Had them delivered and put against the wall. 
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 01/08/2025

  All cabinets for us are custom. We take sheets of wood and cut, edgeband, bore holes, run through a CNC, Hinge, Raffix the wood, to the custom design and measurements the Designer's plans lay out for us. These designs are custom to each client. Albretta worked with our designer and after revisions on site, the client approved, by signature, all custom designs and signed a contract, and put her required 50% deposit down on that same day as our Designer first worked with her.

  The installer put in the exact cabinets that were designed/requested. The designer, on her own time, went back out to visit on the day after installation. When the designer visited with Albretta on 11/22/24, the only issue that was outstanding at the time she left (after discussing all concerns), was for us to caulk the unit in 2 spots. 

  Our customer service department did reach out to ******** on 12/12/24 to see if we could come out to take care of this service on 12/13/24. Albretta shared with us at that time that her issue was the caulking. We tried to schedule this for 12/13/24, but  Albretta did not approve us to come out.

  We will gladly come to take care of the areas that need caulking, per her request. Again, we would love for her to call us or if she prefers, we will gladly reach out to her again, to schedule this service.

  Customer Answer

  Date: 01/09/2025

   I am not satisfied with the poor craftsmanship of your work.  I will make it now to every about the poor service that I received 

• Initial Complaint

  Date:08/06/2024

  Type:Order 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.

  Problem #1: ************ did not finish the closets we paid for. Numerous drawers still not finished. In addition, the company's installers ruined ************************************ the rain at my house while they worked. We have called, texted, sent pictures and spent hours on the phone and on text to get this company to give us the boards we paid for and they ruined. They told us they would be delivered today but now have refused to come. Pic attached.Problem #2: The company misled us and charged us for designs they altered without our knowledge or consent. We received hand drawings and an estimate based on those hand drawings. We signed the contract the company for that price and design. Turns out - they charged us the same price but they had altered the drawings to give us less product. For example, the drawings we were given by the designer had a hanging area of 40 inches in one of the master closets. When we complained that the installed area was only 30 inches and left awkward space on both sides, the company responded well the contract you signed digitally says 30 inches. We were shocked. Picture attached. 3. Problem #3: Design errors and misrepresentations. Designer made numerous measurement errors which necessitated installer making numerous design changes that we would not have wanted initially. On top of that, the designs do not reflect several representations that were made based on the drawings. For example, one portion of the master closet was supposed to be slanted shoe storage. Instead, its a handful of shelves with a ton of space between them that don't hold shoes at all. We have asked for additional shelves to try to make it shoe storage as best we can. Same for a few rods .Company has refused. I totally get mistakes, and we have spent hours giving this company every benefit of the doubt. At this point, this company lacks integrity and is refusing to finish the job and make their mistakes right. Please help

  

  Business Response

  Date: 08/06/2024

  We have been in the process of discussing this situation with the client. Our operations manager and one of our Sales Managers have had several conversations trying to work out a time for us to come out and finish the job. Upon arrival on the day of install, our ********* was told by the client, that he was not able to install the closets he brought, because they were not ready for those spaces to be installed yet.The clients had called our after hours service on a Sunday night (before Monday's install to leave the message of the closets they had wanted installed). On the Friday before, our Production team had all product which was scheduled to go out for Monday installs, put on tables for the *********s to load early Monday morning. Most of our *********s leave the Factory by 7am each day after loading their jobs. The message from the after hours service isn't forwarded until after this window, so this message never got to the *********s until they arrived at the client's home. When they arrived at the client's home and were unable to install the units they brought. One ********* stayed at the home to prepare the 2 closets for install, and the 2nd ********* went back to the Factory to get the product that we had earmarked for the 2nd day of install. When the ********* returned to the client's home, they were told that we could only install 2 of the 6 spaces on the first day. Our installation schedule which is planned out several weeks in advance had 2 *********s on the job for the 1st day because that was to be our heaviest day of installation.The *********s told her that we would be in a pinch to complete the install on the 2nd day, but the client held firm on only allowing us to install 2 closets on the first day. On the 2nd day, we were unable to complete the 4 closets because we only had one scheduled ********* for that job. We were able to send out a second ********* around 1pm, after he had completed his scheduled install at another home. This still did not allow us the time to complete the 4 closets. The *********s told the client that the office would have to work them into our schedule to complete the drawer fronts and bring back the shelves that were damaged in the rain. 

  
  The ********* did call the Operations Manager immediately upon arrival to the client's home on the 2nd day, when he realized that some shelves (10) had been accidentally left outside the home, the night before. 

  
  After several discussions with the clients, we have been trying to plan a time to come out to complete the job. The clients are very frustrated because the job isn't complete, but we were unable to complete the job because of the limitations they put on our installation team on the scheduled days of installation. We absolutely want to finish our work and to get them taken care of.  

  
  Yes, there are often minor adaptations made to every job to make sure we have the best final product possible. This is actually noted in the last sentence of #2, in the body of the contract for each client to read, before signing. 

  
  It is not uncommon for us to make adjustments on site to work with any challenges in custom homes. This happened because of an angled ceiling in one closet, and units on two walls were flip-flopped. With these changes, the number of shelves remained the same as originally planned. Only the height had to be adjusted in 2 sections to accommodate for angled ceilings.

  
  WHERE WE CURRENTLY STAND: We are eager to be allowed to come out and complete the job. We have not charged the balance of their contracted amount (they did already pay a 25% deposit). We know that we have 10 shelves and all drawer fronts and hardware to still install. We would love to have the opportunity to complete the work. Our call center will call first thing tomorrow, to offer this Thursday 8/8 or next Tuesday 8/13 for us to complete the job.

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22099740
  
  I am rejecting this response because it is simply full of what are truly outright lies. 
  

  The spaces were ready, no last minute after hours requests were made, they installed designs different than what we agreed and then refused to finish and refused to give us items they represented they would have in the design.

  I have  the text message they sent this Tuesday before I sent this BBB complaint refusing to come back. They didnt reach out to come back until AFTER I submitted this BBB complaint and are still refusing to give us the shelves/rods they owe us due to the design change. It wont let me upload it here but am happy to send it any other way.

  Resolution needs to be: 

  1. Finish the drawers and install shelves that were ruined by installers. 
  

  2. Provide the list of items we have asked for and were told we would received to make this right.

  The company moved shelves from certain walls to other walls without our consent, changing the entire design in some instances (eg storage closet shelves). In others, they told us the hand drawn design was something totally different then what they installed (shoes shelves), and in other instances they outright gave us less product than what we co contracted for (see picture of area thats 10 inches shorter than the design calls for). See pics attached to initial complaint.

  All weve asked for to make designs right is the following, and it should be provided:

  Entryway Closet:
  - 6 - 30 shelves on front wall due to design switch after CBD measurement error 
  - 2 - 40 hanging rods 
  
  Master 1
  - 4 - 20 shelves for shoe storage
  
  Master 2
  - 1 - 40 rod

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

  

  Business Response

  Date: 08/13/2024

  Since my first response, I need to correct information I stated previously. I had been told that the client called our after hours service on Sunday 7/28/24, but it was actually an email. Ill attach that to our documentation, for reference. The email shows the client emailing our closed office on Sunday at 1:40pm, which was not seen until our call center checked the email on Monday morning, after the installers left to begin their day. I apologize for that misinformation.
  Again, during installation, minor adjustments were made,which happens at almost every install we have, because of our custom product.If all sections were all 30 wide, for example, this would leave gaps and spaces that we try to avoid, by making on site adjustments to create a full wall to wall look instead. Adjustments must be made on site for obstacles such as floor vents, outlets, etc. In one situation, there were a couple of sections that were flip-flopped, but the installer discussed this with the client before that change was ever made. Again, this change was made to create a better workable space for the clients storage. We are challenged to take our initial design measurements of clients closets that are full, or have limited access. Because of this, we often have to make adjustments at the time of installation, in order to create the best end product we can for our clients. I will attach before photos of what our Designer saw at the time she was taking original measurements. Note that our Designer worked with clothes or boxes in most of the spaces, while taking original measurements.
  While the clients are obviously frustrated, we have tried to discuss resolution by phone. In our last discussion, the client was so upset that our Sales Manager had to end the conversation and say that we would like to discuss further, when they were able to have a reasonable conversation.During that conversation, as well as noted in their resolution request, they are asking for additional free shelves and rods to be added to their closets.At the point that we completed their SERVICE on 8/8/24, we completed all the contracted parts to their closets. Our Operations Manager went through  the quality control AFTER photos that our installer took of the spaces, and counted that every shelf in the original plans, were installed into the spaces. We have completed all closets/spaces,with the exact number of contracted shelves and rods. The additional shelves and rods requested, have a value of $793 dollars. We understand that they would like additional shelves, and rods, and these are always available to every client.The prices for additional shelves are noted on the bottom of the price presentation sheets the Designer left with the client (this price of $58 can be seen on the bottom of the pricing sheet for the Master Closet#1 and Girls #1 closet sheets). Shelving prices can vary, but have been priced on these two pricing sheets as $58 each ($580 for the 10 additional shelves), the 3 additional rods are a total of $213 (which includes the rod cups for ea. rod).
  Our Resolution proposal: We will be happy to discuss a discounted price on the additional requested shelves and rods, if they agree to take down all the negative posts that they have both put on ******* and all other social media platforms. Both *********************** (shown as *************************** on her ************* and *************************, whose name the contract was under, have posted very negative, one-sided reviews against Closets by Design, all during the time that we were trying to find a resolution. If they would have been willing to reasonably discuss this situation, a resolution would have been found immediately. 

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22099740
  
  I am rejecting this response because it is again laden with inaccuracies and wholly false statements. In an effort to find a resolution, if the shelves and rods that were initially requested (in an attempt to reasonably and quickly resolve this matter) are provided so that we have actual workable spaces (which we dont have currently), then we would be willing to consider taking down the wholly accurate reviews we have posted. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/28/2024

  After receiving yesterday's BBB response from the client, we decided to agree to providing the 10 shelves and 3 rods requested. We had our *********** Manager reach out to ****** who wanted to work through text messages to let us know where the shelves were needed. My *********** Manager worked on and off all day with ****** by reviewing designs and locating where the shelves were wanted. When my *********** Manager brought me the designs with the shelves and rods drawn in, the client is now asking for 23 shelves and 3 rods to be given to them. While this morning, we had decided to go ahead give them the 10 shelves and 3 rods, the additional ask of FREE product is not acceptable. The price for the 23 shelves and 3 rods, with a 40%, then an extra 15% discount (which was the original discount applied to their project) is $1166.00. This is not a reasonable request. All the shelves and rods that the clients purchased in their original  contracted designs were installed. Additional shelves were priced at the time of contract signing, on 2 of the closets (Master#1, Girls#1), and are always available to any client at any point after their projects are completed. It's not uncommon for clients to want additional shelves once they have put their clothing into the closet space. That's the reason we price the extra shelves at the time of pricing all "options" for the closets.

• Initial Complaint

  Date:09/21/2022

  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 got quote install by this company crappy work been in contact since work was done I get no return phone calls from anyone no resolution for them to fix their less than quality work I presented in office as well speaking to a different representative and she questioned why I was just reaching out to fine out I have been since install date my calls to speak someone always meet with excuses out of office on phone in meetings I will take message someone to return call to no avail lifetime warranty as they claim but won't even accept or fix bad workmanship
  

  

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 5, 2022/09/22) */
  ******, we understand that you have some frustrations with your Master closet. We installed your units on 6/23/22, and see that you reached out to us on 7/19 to address your concerns. We show that we've reached back out to you on 8/3,8/16,8/24 and 9/21 to address potential changes you were interested in. I see that we emailed you on 8/3, per your request for potential changes to the original contracted space. On 9/21 you confirmed 10/5 for the service date and we confirmed all items that we will address at that time. I'm sorry that you feel like we haven't communicated well, but we do show record of multiple phone conversations to try and address any outstanding issues. We look forward to coming out on 10/5/22, as scheduled, to address these concerns.
  
  
  Consumer Response /* (3000, 7, 2022/09/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They act as though there has been lots of communication in which there has been very little my calls to office are always not available take messages i immediately declined to pay them any further money as I was not satisfied with quality of work and requested it be fixed they misrepresented part of install as my pics show less than quality work and now I will loose a days pay because of there workmanship in order to hopefully get it done right and in the end this whole ordeal has cost me lots of time calling waiting on responses and missing work when this is all their fault
  
  
  Business Response /* (4000, 9, 2022/09/27) */
  Again, we have a service scheduled for 10/5 (which was confirmed by ****** on 9/21). We plan to address the issues she shared with us that were concerns. We look forward to taking care of these concerns at that time.
  Thank you.