Closets by Design
reviews and complaints

My bedroom closet we installed the end of July 2017 not to my original specifications. After dealing with several individuals in customer with no results I had to reach the manager of the Hamilton location. The molding on the closet was not ordered and after a month of waiting for a date to add the molding, Lynda my designer advised it was never add to the original order. We have spoken to Lynda who obviously did not comprehend what I want for day one.

After a month of not receiving any call backs I've now been informed the molding would not be completed unless I paid an additional cost. A whole month to find this out is unexceptable.

Customer service are unprofessional and need training on personnel skills.

BEWARE before you deal with this people, they look and act professional but are really CHEAP. I called them to give me an estimate and when they gave the estimate it looked higher than my budget, we said no and let it go, after 2 weeks at the end of the month the manager called and told me that they will do it for a cheaper price as they wanted to get the sales before the end of the month, we agreed upon a price and the next day the sales person came to our house to get our sign for the contract, this is where they cheated us, she brought the same design but at one corner they changed the depth of our cabinet from 20inches to 16 inches without notifying us, we overlooked it as we trusted them and the sales person was nice and signed the papers. When they came to install we realized that the depth was not what we asked for. We called the manager and she was very rude and told us that if we didn't read the contract it was our fault to trust them and not read the contract. She said "they have the signed paper now so do whatever you can but we will not fix the problem".
We decided to go with them in the end of April but they didn't have dates available till the first week of June and we a had to change that and we were give the next date in first week of July, Our install was done on 07/05/2017.
I would like them to install the right cabinets we talked about or refund our payment, half of it if not all.
Thanks,
Rahul V.Gandhi

On Wednesday, November 9, 2016, Ms. Maria Blank responded to my residence for a consultation reference several installs. I advised her what I needed as far as a master closet, laundry room and garage. I also requested another walk-in-closet and a murphy bed/office room since the consultant was already here. The drawings were done onsite by Ms. Blank and I provided a credit card information for the deposit for the work to be completed. Installation dates were scheduled for Wednesday, November 23, 2016 at 9 a.m. sharp for the laundry room and garage. The master closet install was set for Monday, December 19, 2016 at 9 a.m. sharp. The deposit was charged Friday, November 11, 2016, two weeks prior to the first install.

On Wednesday, November 23, 2016 at 9 a.m. I received a no-call/no-show from Closets by Design and I waited till noon to call to inquire reference my install. I spoke to the secretary Ms. Michelle (last name unknown). Ms. Michelle advised that an install supervisor would speak to me and put me on hold for approximately 10 minutes, only to tell me that he would call me five minutes later. An hour went by with no-call and again called the company to inquire reference the no-call/no-show and I was again advised that the Install Supervisor would call me. After another hour departed, I was finally called by the Install Supervisor who stated that my residence was not measured for a second time although done with a digital measuring tape by Ms. Blank and he would be responding to re-measure my residence.

The Install Supervisor arrived and immediately stated that the consultant Ms. Maria Blank failed to do her job to schedule the second measuring. The install supervisor that the Manager advised him to give me 10% off for the miscommunication. I was then scheduled for Monday, November 28, 2016 at 10 a.m. for install. He then took three measurement and left my residence assuring me that the install would be done.
I rescheduled a trip just to lose the entire trip for a measurement that was already completed. Although, peeved, I was not swayed by the situation at that point. Later that night, I then received a call from the owner after hours, apologizing and asking if the Install Supervisor resolved my concerns. I was still optimistic reference the situation nonetheless I decided to proceed against my better judgement.

On Monday, November 28, 2016 at 10 a.m., I received another no-call/no-show and I again called the secretary Ms. Michelle who advised me that the time of 10 a.m. was a time window and the installers were finally on their way. The installers arrived and were missing several parts which included the risers for the garage install as I had a metal pole for electricity behind the previous cabinets that I was replacing, the metal end caps for the garage / laundry room shelfs and the laundry room courtesy rod. I provided the risers so my cabinets could be installed and it was then discovered that the doors were cut 6” too small. I was advised that the doors would be re-cut and installed on a later date which I would be advised of by the secretary.

On Tuesday, November 29, 2016 at 1 p.m., I was called by the secretary who advised me that the installer was on his way, although I received no call prior as a heads up. The installer responded and completed the first part of the job. The installer did a great job with his attention to detail, professionalism and I would recommend him personally for any install as a side note.

Fast forward to Monday, December 19, 2016, the day of install for my master closet, my install was delayed due to a truck from North Florida being delayed as advised by a Ms. Yowanya or some name to that effect.
On Wednesday, December 21, 2016 at approximately 330 p.m., an installer showed up to my house unannounced and I received a call from the secretary asking if anyone was home for an install. Without a moment’s notice, I asked my wife to sacrifice her day after work and immediately respond to the house to have the installer work.
The install was began and 20% of the work was completed before the installer had to leave. I am currently waiting for an install date from the company to complete the job.

I received Thursday, December 22, 2016 at approximately 11:22 p.m., requesting a time to complete the install. After I provided the dates I was available, it was determine that their schedule availability was not a date that would work unless I cancelled my rescheduled trip to meet an installer who may not even show up. I was requested to provide a day for January 2017 after my return that would fit into their scheduled availably today or it would postpone my install for an undetermined amount of time. I was unable to provide a date as I cannot guarantee a return date as weather plays a major factor on my return date.

Given all of this, I have been very patient with Closets by Design to accommodate them for all of the bad business practices. As of received Thursday, December 22, 2016, I am still missing a courtesy rod for the laundry room that was part of my order. I understand that each Closet by Design franchise is independently owned and operated nevertheless there should be a consensus of veracity across the board governed by some type of headquarters. I’ve written this as a learning tool for anyone wanting to use Closet by Design for their home so they can make an informed decision when preparing to spend thousands with a company of this caliber. I have not once requested a discount, an apology for all the time wasted in the days I waited for install nor the ones wasted for bad cuts from the factory for secondary install or even the no show day. I am simply informing anyone looking for a company to research prior to you deposit and make informed decisions.

This was the WORST company to deal with bar none! I built a house from the ground up and never had more hassle than I did with this company.

From start to finish ( and not finished yet) they have been a nightmare to deal with. SEVERAL phone calls to both customer service and the OWNER ( never returned my call) they are so disorganized.

Today was supposed to be the final piece which is a hamper and they even got that wrong. I waited 6 weeks for a hamper! Supposedly it was broken upon delivery but seriously, it took weeks to order another one. I did cancel delivery due to work and then I had to wait another 3 weeks.

Like my Mother always says " you get what you pay for" and the advertising in Valupak should have been my first clue that this would be a disaster!

Closets by Design - RUN don't walk! This company is HORRIBLE. I used them May 2006 and they send out the professional and responsible person to "sell" you. Once they have your down payment they got you and all pretense at professionalism END. It took much work on my part (telephone calls, letters, Better Business complaint) for them to come out and install the darn closets (4 closets I ordered). They finally sent out 2 guys who ripped through it quickly. I was so relieved they finally came and the closets looked ok visually it did not occur to me that I had to check each & every adjustment peg to make sure it was aligned. Well, a few years later I go to adjust one of the shelves (which is the whole point of adjustable shelves) and it is off by 1/2 inch on one side (so the shelf slopes if you try to move it). Apparently the installers realized it was misaligned so they just drilled holes on one side to make it level - but only for the original shelf position! If you try to move the shelves up or down then it is misaligned. This company is horrible and the product installation is horrible. Go somewhere else! I am considering a small court claim against them.

Closets by Design - located in Gardena but they cover the entire Southern California area

Repeated assurances by the installation department that "the men were coming" were false. It took four trips to complete the installation because of improper scheduling on their part, incorrect and missing parts, and/or misreading the contract. In the meantime, my letter to the company concerning their inept customer service went completely unanswered.

When a dispute arose over payment (I declined to pay the balance until someone from corporate called me to discuss the shoddy customer service and workmanship), Antonio, the installation supervisor, sent the workmen back in to physically remove the buildouts. When I threatened to call the police if they did not leave, they left.

It wasn't until I refused payment that I received a call from Roman, the district manager. At first, his attitude was similar to that of Antonio's (who, as best I can tell, is the source of most of the problems). When I finally advised him that I would be filing a complaint with the State Contractor's Board (as several people have before me), he mellowed out and listened to what I had to say. By the way, although Mary Reimer is listed on the State Contractor's License Board, Roman told me she is no longer with the company.

By the way, it would appear that Closet World is somehow interconnected to Closets by Design since both companies have the same address - at least according to the State Contractor's License Board.