ComplaintsforThe Closet Factory

• Initial Complaint

  07/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a Closet in Dec 2021. The install date was May 2022. Before the install I was to have a 2nd inspection. This did happen and there were questions but the inspector did not follow up on them and allowed the measurements from the original draft to stay. The install date came and the closet covered my outlet (1/2 of a 2 plug outlet was hidden behind the unit). The installer left it like that but did think it looked strange. I was given the option for the service department to cut the cabinet around the outlet on one side making the unit uneven looking. After I complained I was sent an electrician (that I had to schedule on my own) who moved the outlet, then a drywall person came and did the repairs. He also filled 3 holes that were made in the wall from putting the cabinet up incorrectly the first time. I still do not have a closet complete and this is July. I have to re-arrange my schedule to accommodate small tasks they complete. I am not compensated for hanging around while they come and do one thing then leave and two weeks later come for another thing, etc. I have a special drawer also that has another drawer within. They sold me this design but then can not see to get the drawer made correctly. On July 14, service came back out and this time punched a jagged hole into the drawer and asked if that would work for me. The drawer is a drawer within another - not to be seen - and now the custom cabinet *** wants to punch a hole in the drawer and leave it. The lock for the other drawer is now on back order. I was scheduled to receive it earlier but when they put the cabinet in the lock itself was missing and the drawer area the lock went in was damaged. Our contract states a certain amount upon completion of the job yet I see they billed me on my credit card July 11 as work completed. This seems like a breach of contract as I still have no drawer and the lock to open/close the other one is not available.

  Business response

  08/02/2022

  We have been in constant contact with **************.  ******************** manager has a zoom call with her this Friday at 5:00 to go over the "custom" application of a hidden bottom drawer she is requesting.  Our standard false bottom that we have installed for 18 years has a drilled finger hole.  We have come up with a different version to meet her needs which we have planned to show her visually on Friday.  Additionally, the magnetic lock was back-ordered form our manufacturer due to Covid issues.  We now have them in stock and are in a position to install the lock.

  We are confused as to the complaint as we have been in constant contact with the customer and have a scheduled meeting with her this Friday.

   

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Back in March of 22, I had them out to give me an estimated for 4 closets remodeled, I liked the quote and decided to go with it, I gave them ******* down and ******* at the time of insulation. Insulation was to take place in June, maybe first part of July, that's how backed up they were. I have been calling them for a week straight, with no responses, I have left numerous voicemails, with different people and departments and it is like they have closed down, It is a egregious disgrace that they can just take monies and never perform the duties, I sure would like my monies back, or in the least get my closets done.

  Business response

  07/11/2022

  The customer has a install date of 7/21.  The space was remeasured on 5/9.  We have sent the client emails confirming this.  We spoke with the client on the phone today and confirmed the install date verbally.

  Customer response

  07/13/2022

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 03/3022- signed contract with *** ****** for laundry room cabinets/ master bedroom closet for $6,637.21. Due to COVID and behind on installation. 05/21/21 a person from the installation team came to re-measure and took pictures, 08/19/21 & 08/20/21 installers came two days to install the cabinets. The master bedroom closet is missing a shelf and the laundry room is missing a cabinet door, a shelf, and hardware. The installers told me to contact the designer *** for them to return back. On 08/20 & 22 , 2021, I sent *** a text and left a voicemail message with No response. On 08/21/21, I called the office spoke to a gentleman and said he was going to send *** a message to contact me. On 08/23/21, I called the office again spoke to ****** and she sets message to *** and also to the installation department to contact me. As if today I have not received a returned phone call. Nobody can help me from that office in pompano beach. Also, have not received Costco $620 funds.

  Business response

  09/10/2021

  Business Response /* (1000, 6, 2021/08/25) */ Contact Name and Title: ******* ******, President Contact Phone: XXX-XXX-XXXX Contact Email: **************@closetfactory.com Spoke with customer this am, she is removing complaint. We are scheduled to go to her home tomorrow, 8/26 to install door and hardware. Consumer Response /* (2000, 8, 2021/08/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am very pleased how they have handle this issue. They immediately contacted me and resolved the situation promptly by completing the work timely.

• Initial Complaint

  07/25/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 2/25/2021 I made a $10636.87 purchase from CLOSET FACTORY to install a new laundry room and closet in my guest room. We went to the show room and met with Jillian and worked through the process picking colors and component's. We were supposed to get a COSTCO incentive gift card. We were told that due to COVID, installation would not be scheduled until June. I was okay with that. on 6/23, CLOSET FACTORY staff arrived and initiated the install. They worked with a 3rd party installer to template the countertops. They did not coordinate with the countertop people causing massive confusion, delays and finger pointing about who was to install what and when and placing me in the middle of a dispute. Meantime they were unable to complete the project for some unknown reason and the project is still missing all the doors, shelving, and components. The dryer vent not properly connected. I cant get to it to install it properly. Ive left multiple messages and they will not return my calls.

  Business response

  08/11/2021

  Business Response /* (1000, 6, 2021/07/27) */ Unfortunately there was a product back-order due to COVID that caused this delay.The product has finally been delivered by our vendor. We are scheduled to complete the install on Wednesday 7/28. Our apologies for any mis-communication with the customer.

*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. ↩