“Completely Disappointed
What I thought would be a beautiful experience turned out to be the complete opposite. I’ve always dreamed of having a custom-built closet, and Closets by Design promised they could work with any budget — this is what I got.
The designer was inexperienced and unprepared, leading to multiple mismeasurements. I was promised revised plans and follow-up communication — nothing happened. When the install finally happened, it did not match the agreed-upon design.
They wanted me to pay for the work before it was even completed, and the installer tried to make me sign a form I hadn’t received a copy of — I refused until it was fully completed. After complaining, they said the work could be redone — but I’d have to pay extra for their mistakes.
What kind of customer service is that? Whatever happened to actually trying to satisfy the customer and make things right? Customer service was unprofessional, disorganized, and dismissive. I will not use them again or refer them. Buyers, beware — don’t expect accountability or honesty here.”
“Be careful, do your homework. This mom and pop shop franchise chose to violate our contract. They insisted we pay 100% of the project prior to install and in violation of the contract. The contract clearly states final payment is due upon delivery of the closet. However this franchise insists you pay when parts arrive and insist they install only after full payment….violation of contract and no protection for the customer. We didn’t purchase parts, we purchased an installed closet. Moving forward we found a company that fulfilled its legal obligation while exceeding our expectations. Think about it and do your homework.”
“This review is Not a reflection on our Designer Jayden but is more on her Manager and their Customer Service Professionalism which I wish there was a minus available to reflect the true rating. Jayden was very professional and was easy to work with as we designed the walk in closet. My wife and I decided to go ahead with the work because of Jayden but what a bunch of unprofessional Management and Customer Service. We signed on the contract with a promise of the installation being on a certain date.
That date came and nobody showed up at the time agreed. We called to find out the issue. This was on a Saturday and Jayden stated she would have someone contact us from installation to find out was was wrong. We finally received a call after 5 pm on Saturday. The representative on the phone Brandon, stated that a message was left on my wife’s phone stating there was an issue with the date and that it needed to be rescheduled. I advised the representative that there were NO MISSED CALLS on her cell and that a message COULD NOT HAVE BEEN LEFT BECAUSE THERE IS NO VOICEMAIL ON THAT LINE! Lie number 1! He had a very nonchalant attitude especially since it was so late on a Saturday and there was nothing that he could do! This was a major inconvenience because we had company arriving the evening of the scheduled install and Now we had to make other arrangements because all the clothes that were going into the New Closet were all laid out in the guest room!
I was then contacted by installation who stated again that a call was placed and that a message had been left! That’s Lie number 2 ! But a new installation date was set!
The new install date arrived in the middle of our company and of course not all the pieces where included and would have to be delivered later! That’s lie number 3, since I was assured that the closet would be completed on that date. Installer was very nice and professional! He and Jaden have been apologizing everyday since!
Closet materials are made of particleboard! You can buy the same set up at a Loews or Home Depot a whole lot cheaper!! DO NOT SPEND YOU HARD EARNED MONEY ON THIS SUBSTANDARD, Cheaply made closet!! As an example, each particleboard shelf cost $136! You can buy it for $30 at HD !!
Moving into our new $2700 rip-off closet and my clothes don’t fit and the shelves which were NOT delivered are worthless because the design was miscalculated and if installed would not allow for sufficient hanging of shirts!! I advised my designer and said she would speak to her manager. I told Jayden to please refund me for the 4/$136 shelves since they can’t be used! To this date I have still NOT HEARD FROM A MANGER! I did hear from my designer Jayden! Here is her text!
“Good Afternoon, so my manager explained that the shelves are yours. Unfortunately the company is unable to reimburse because of contract. However my manager said that they can offer a valet rod that is more than the price of the shelves. I am also able to give the shelves back to you because they are yours. “
Whoever is reading this, please look up Valet Rod and see if it cost more than 4 shelves @$136 each!! When have you ever heard that a company that made a design error would not try to make it right and help their customer? Unfortunately the person taking the brunt of this is Jayden since neither Her manager nor a customer Service manager has reached out to me!
All this company cares about is getting you to sign the contract and get your money!! Luckily I used the CBD Wells Fargo credit card and will be refusing the charge! Maybe then someone from Managment will give me a call. Again, I DO NOT RECOMMEND ANYONE TO USE THIS UNPROFESSIONAL COMPANY!
I have copied this Review and will be placing it on all the review boards available!!
Carlos
One Very Unhappy Ripped-off Closets By Design Customer!”
