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Business Profile

Closet Organizers

The Closet Factory, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Closet Organizers.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/31/2025

    Type:Service or Repair Issues
    Status:
    UnansweredMore 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.
    1/23/25 $7,000 Signed a contract 2 months ago for a new walk-in closet.after 2 months the closet is not finished. Whatever is finished is done in an inferior and not in a *******-like manner. Damaged and cracked panels and backing, loose panels, improper alignment, gaps between walls and panels and backing, missing caulking.The company installers damaged my living room ceiling and frame on the imported custom ******* numerous phone calls and several emails were ignored. It has been another week. My clothes are scattered on the floor and furniture because the company demolished my old closet and still did not complete the new one.I lost a lot of work time from work and personal during the closet installation
  • Initial Complaint

    Date:10/18/2023

    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.
    Was told job would be completed between 6-8 weeks. It is now ********************************************************* this company. They quickly withdrew the money from my bank but have failed to complete the work. I have called, emailed, text several times and no one seems to know when this will be done. Also, I specifically went through some details of this project with the designer and now was made aware that they have accidentally drilled the wrong holes in my doors. Now I want the doors redone correctly and this finished immediately or a full refund, they can come get whats been installed.

    Business Response

    Date: 10/18/2023

    We have many locations across the country. We are located in ********** and cover Los Angeles and Orange County. This client is located in *******. There are several locations in that state. This client should call the office or Designer that handles that area. 

    This complaint should be removed from our page since this is not a client of Closet Factory Los Angeles.

    Customer Answer

    Date: 10/19/2023

     
    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.
    When submitting the complaint, I looked up the specific store so not sure how I got your location.
    Sincerely,

    ***************************
  • Initial Complaint

    Date:10/05/2023

    Type:Service or Repair Issues
    Status:
    UnansweredMore 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 had a designer come and give a design for a closet that was then approved by the factory, and I paid the downpayment of $2332.48 by check on 9/15/2023 and the check was deposited. The closet was scheduled for installation on 10/4/2023 and the designer informed me that the branch shut down and they were not coming to do the install that morning. On 10/2/2023 the company also sent me an invoice with the remainder balance of ********, fortunately I did not pay that before the installation as the designer advised me that the remainder of the payment would be due on the day of installation and 10% after completion. I called the corporate office and they did not offer any solutions on their end other than the local owner giving me a refund which is not guaranteed by their office. Per the company's policy, I emptied out the closet for the installation and I have large amounts of items sitting on the floor in the hallways as this gets resolved.
  • Initial Complaint

    Date:08/12/2022

    Type:Customer Service 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.
    March 28, 2022 I signed a contract to have Closet Factory install a new work station in our school during the summer when the school was closed in July. The date for installation was met on July 19th and they worked all day putting in the 2 work stations with cabinets and drawers. It was a small office so I didn't pop in to see how it was going as they were cleaning up. It looked great, except they forgot to install the small pull out drawers under the computer area. I called Closet Factory the same day and told them about the problem and wanted to ensure that they would come back the next week to finish the job. They said that they didn't have anyone that could come to fix the problem. After a few days, they got back to me and told me that we had an appointment in 3 weeks, August 12th.
    School has started and it's very difficult to type on a high desk with the keypad at chest level. They had to raise the desk because the floor wasn't level and my chair is at it's highest level. I called the office yesterday, August 11th to confirm the appointment and they said that the technician would be there the next day between 1-4:00. It was well after 4 toay when I called the office to find out if they were coming and I was put on hold for 10 min and then hung up on. I called back in 5 minutes and they picked up the phone and hung it up. I called back 10 min later and someone said they would check on it and call me right back. No one called back. I need help getting this resolved. Thank you

    Business Response

    Date: 08/30/2022

    Business Response /* (1000, 8, 2022/08/30) */
    We completed the job on August 17, 2022, after we performed a service. The job is complete.


    Consumer Response /* (2000, 10, 2022/08/30) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    Thanks to the BBB for contacting Closet Factory and helping us get our job completed. Four weeks after the initial installation, and one week after issuing a complaint we were contacted by Closet Factory. The next week 2 guys came out and finished installing the pull out drawers for our work stations.

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