7 Customer Reviews
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Review from Rosario V
1 star09/23/2023
I am hispanic customer and I would like to write my review on Spanish because all my community needs to know about closet by design. Decidimos escoger esta compañía por la orgullosa y supuesta garantía que ofrece y calidad. En hecho nuestro primer trabajo fue bueno hace tres anos atrás, del mismo modo algunas amistades realizaron proyectos por nuestra referencia. Pero el pasado Julio 26 del 2023 hemos vivido una pesadilla con closet by design. La mala calidad de mano de obra, durante la realización de instalación no cuidan tu propiedad dejando basura y desechos, el mal servicio al cliente y déspota resolución de las responsabilidades que dicen cumplir en la oferta de "LIFETIME Warranty". Han venido a mi casa por cuarta vez a querer cubrir con masilla (caulking) los defecto de mano de obra de inexpertos instaladores y ademas con diferentes colores en esta implementación. De acuerdo a la carta de garantia engañosa, no cumplen con lo que prometen. "Closet by Design proudly offers a lifetime warranty covering defects inmaterial or workmanship on all custom-designed storage units and organizers manufactured and installed by a qualified closets by design employee". El señor Carlos y Jhon responsable del departamento de instalaciones han sido negligentes y déspotas como lideres de servicios. La filosofía de esta compañía es que no son responsables de los errores que hace todo el equipo de trabajo. Como resultado no recomiendo a mi comunidad realizar proyectos con Closet by design. Estoy frustrada y engañada por todos en esta compañía.
Translated by BBB Representative:
We decided to choose this company because of the proud and supposed guarantee it offers and quality. In fact, our first job was good three years ago, in the same way some friends carried out projects for our reference. But last July 26, 2023 we experienced a nightmare with closet by design. The poor quality of workmanship, during the installation they do not take care of your property leaving garbage and waste, the poor customer service and despotic resolution of the responsibilities that they claim to fulfill in the "LIFETIME Warranty" offer. They have come to my house for the fourth time wanting to cover with caulking the workmanship defects of inexperienced installers and also with different colors in this implementation. According to the misleading warranty letter, they do not deliver what they promise. "Closet by Design proudly offers a lifetime warranty covering immaterial defects or workmanship on all custom-designed storage units and organizers manufactured and installed by a qualified closets by design employee." Mr. Carlos and Jhon, responsible for the facilities department, have been negligent and despotic as service leaders. The philosophy of this company is that they are not responsible for the mistakes made by the entire work team. As a result, I do not recommend my community carry out projects with Closet by design. I am frustrated and deceived by everyone at this company.
Review from Christopher L
1 star07/24/2023
DO NOT PAY THE PRICE FOR THIS! Uneven counter tops unfinished edges an corners and revealed unfinished drywall to turn around and try to get more money to make a completed job.. they just hack off your baseboards with no finished look at all! Used wrong fitting on a shelve that was too big tore the holes out.. supposed to get cascading drawers got all the same size for over 10k I expected a lot more.. material feels like the same stuff from ***** or **** *****!Review from Elizabeth T
3 stars04/25/2023
I was overall happy with initial installation but defective hamper system just broke and now they want to charge me $200 to replace it. But yet the service people told me that the system had a lifetime guarantee? After what we paid for the master bedroom closet and laundry room I can't believe that they would nickel and dime us like this especially since the hamper design is poor and a set up to get broken. Was considering using them for more closet renovations but I'm changing my mind about that after this experience. It's too bad since most of the people who work there are very nice and helpful but if they can't stand behind their installss and make the vendors that they purchase hampers from stand behind their products I won't be doing any more business with them.Review from Lillian L
1 star01/06/2023
VERY VERY RUDE installation manager. Ordered our closet system in November, waited until January for install. When the sales rep, Pete Jacobson, came to our home, he wrote up the quote. We added some extra options, one of which was not explained to either myself or my husband - upgraded to the Classic collection which included "soft" edges. We were never told that the edges of all the boxes did not include this soft edge, I would expect that when you pay extra for an option it is totally explained to you. The worksheet for this option states: "Includes 3/4" straight edge finish on panels and soft soft edge on shelves, and optional doors and drawers with flat face". Now this is the first time in my over 60 years of life that I have had a closet system installed, so I do not understand closet lingo. When the install crew arrived I questioned why the edges were flat, and was told they never saw soft edges on the boxes. So I called the company, got a call back from a very rude "installation manager", who was yelling at ME that I should not complain about the edges, that is the way they are. He was also more concerned with me putting the blame on him - on his shoulders - that I didn't understand the tiny print! This went on for about 10 minutes, he would not acknowledge that the wording is a little confusing for someone that doesn't speak closet lingo, and never said he was sorry that this happened. All he was concerned about was that I was putting this on his shoulders. What a terrible attitude for someone in a customer service position. He is horrible, mean, only cares about himself, and does not care to listen to input to change the wording or make sure the sales reps tell the customers everything - including the fine print. He should not be in a position that has contact with customers. I will NEVER use this company again, because of the sales rep and the installation manager. The actual installation crew were very nice and apologized for the way their manager spoke.
Closets by Design Response
01/12/2023
We can totally understand the confusion around this concern, and many others for that matter, because our clients do not deal with the technical aspects of closet installations frequently. However, that does place a lot of pressure on us to make sure clients understand what we do, and more importantly why we do it.
In this case, we do not place a soft edge on the vertical panels because it creates a poor look and finish when the rounded edge of a panel meets the rounded edge of a shelf. Its not a cost-savings for us, but rather a fit and finish objective.
That said, we know that it's impossible for us to communicate everything relative to expectations so we attempt to provide it in the documents. Again, the intent is not to have fine print, but to make sure that all information relative to expectations are available to the client so they won't be surprised or disappointed. We've taken great care in our wording to provide a lot of information in an efficient manner, and we believe the information is the best we could provide. We apologize if you feel it could be communicated in a better way, but between our multiple documents provided, we have to be selective with our wording to keep from having even more pages to sign and understand.
In the end, we do our best to provide this information and help set expectations. We have no intent in having anyone be disappointed. Our primary objective is for our clients to be delighted with their outcome.Review from Bob H
1 star08/01/2022
Very poor "Service After The Sale" A few years ago I had them install a closet system in my bedroom closet. One of the items installed was an extension hanger. Recently my my wanted an additional hanger. Since it only required 4 screws I said I would get one and install it. I called the office and asked the price and about picking up one. The lady said she did not have the price but someone from the warehouse would call me. That was 6 weeks ago and I have not received the call as of today. Again, Poor Service or No Service After The Sale.Closets by Design Response
08/05/2022
Hello Bob,
Thank you for being a customer of ours. I see that you were installed in 2014, and then made a additional accessories purchase soon after. I'm glad that all of that went well.
I'm not sure what happened with your most recent inquiry about additional accessories, but I show that we left a message on the only # we have for you on Jun 21 of this year. If you would still like additional accessories, please feel free to reach out. We can also review your contact info to ensure we have that correct.
Regarding the review, please consider the entire body of work and the impact a 1 star review has on the many employees here doing a great job daily. We aim to please our customers, so we only ask that you be as fair as possible in your assessment.
Thank you.Review from Brian L
1 star02/08/2022
The worse company ever, rude, Carlos actually thinks its ok to tell me I have buyers remorse when i call to speak about the poor product installed. . That isn't customer service, you come to my home do a shit job designing and quoting and playing a game with quotes,{ Beth the sale lady} then set install for 3 mths later, , day of appt, you tell me you might be here between 11 to 3 pm , really after 3 mths of waiting I should be first on your list of installs. Nope not according to the rude scheduler. The installer was great , cleaned up after himself, the problem is after he left I really reviewed what I had installed, the poor quality of product, chips in trim boards, chip in one of the corners of the door, and also trim plate where meets the floor was installed at an angle, not straight to the floor, the list goes on and on, before getting even more upset , I called the office and they wanted to be added to a list of 2 weeks out for a revisit, at that point I said you know what , not worth the energy. Its been 4 weeks now and I keep finding thing like the doors are not hung correctly, they don't even seal up at the top corner. Then I look at what they charged for 3 feet of Scribe from top of closet to the ceiling 4 small pieces of molding , completely a different texture and color white, $423.00 { but they discounted that from $705.00} This company has awful workmanship and does not stand behind the "warranty". Here an idea , keep your warranty , come take this garbage out of my home and refund every penny. I had to go out to get moldings and pay to have installed to finish off this crap you call closets, spent a fraction with labor to have installed , where you charged $423.00 . Pathetic. BUYER BEWARE!!!!!! AND HEY CARLOS THE INSTALL MANAGER, YOUR RIGHT I DEFINITELY HAVE BUYER REMORSE AFTER SPEAKING WITH YOU.Review from BRS
1 star09/03/2021
Terrible customer service in the past year. They built a closet for me a few years ago and I have added a couple of small things in the past few years. They can't seem to get their act together. Always send the wrong size items. This past month I ordered a pair of doors for one cabinet. We are now on our third try to get it right. The worst part of it is the customer service. The staff person who does the scheduling and provides customer service has been very rude and is never helpful when there is an issue. I won't do business with them again because of having to deal with this person.Closets by Design Response
11/07/2023
We are sorry about the inconvenience of multiple trips, but we're happy that we were able to make it right for you in the end. We look forward to helping you in the future.
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