ComplaintsforClosets by Design

• Initial Complaint

  06/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered book shelves from this company and gave them an $883.00. This payment was made on June 6, 2023. They stated that they would install the bookshelves on July 7, 2023. I agreed to this, now they are asking me for the balance of the money before they install the book shelves??? I stated that i don't have a problem giving them the money after they install the bookshelves! They said that they don't install before they get paid. My concern is I want to see the quality of their work before I pay them the balance. I don't know this firm and/or their work, if they are a legitimate company what is the problem, I just have to wonder is it because I am an African American??? They are telling me that they cannot give me a refund of my money???

  

  Business response

  06/29/2023

  We are sorry that you are struggling with our policy. Our business model requires a deposit at the time of contract. It also requires payment to be made on the day of install prior to Installing. All of this is outlined in the agreement you executed. 

  The notion that this policy is in place due to anyone's race, is ridiculous. We value all of our clients and work hard to deliver exceptional service and products. As outlined in the correspondence sent to you, you have until tomorrow to let us know you do want to move forward with the install with the current date that has been scheduled. 

  Otherwise, we will have to remove you from the install schedule and reschedule at a later date. As you noted, we are too far into the process to refund any of the deposit. 

   

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/17/2022, I had a designer to my home. She measured and we discussed 3 closets. Agreed and signed. On April 22, the designer made some changes to the closets and while discussing via text, I asked to add additional items that I had seen. Designer via text agreed and said she would handle it. Day of install, 7/28/2022, the install team came unprepared with peeling and chipping particle board, the incorrect design, missing install items, left nails all over the floors and a bad attitude. After plenty of picture I advised this is not something I could accept. Months later after many emails and pictures, the closets have been "complete" but not to my satisfaction. There are different sized trim in the same closet, the work that had to be redone was simply patched, it is not new or cut properly. The work that was discussed to redo was done shotty and again simply patched or done incorrectly. The owner is demanding payment for work that is done incorrectly and poorly. Not once has he asked if the work has been done to my satisfaction. I have had to push out my floors being completed for months which has cost me money and time. Funny thing, you can not leave reviews on any of the websites they use to boost their business. I have pictures, emails, texts documented to the tee and can and will prove the terrible work they have left in my home.

  

  Business response

  11/16/2022

  Business Response /* (1000, 5, 2022/11/14) */ please allow this to serve as our response to the complaint submitted by ******** *******. We agreed to a project installing in her home. Once the install was complete the customer called upset about us using filler as opposed to the unit going wall to wall. she also indicated that there was chipping on the product. We immediately deployed a manager to complete a walk through. She did not like this manager. We then deployed another person. we then we able to agree on a plan. we executed on the plan after multiple trips. This last time, she indicated that she was happy with the product. we go over and beyond for our clients. In this case, her behavior indicated that she was happy. we did not hear anything else until I reached out for final payment 2 weeks later. she now has decided that the product isn't acceptable. We disagree. Not only did we respond to her request, we installed items that we did not charge her for as a result of the process. She doesn't want to pay her bill. We do not find that to be an acceptable solution. we are put in an uncomfortable position to secure the balance of $3,480.00 due to us. Consumer Response /* (3000, 7, 2022/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response submitted by "Closets by Design" is far from the facts of the proven truth of the emails, telephone calls and texts. Multiple emails as well as texts prove that the product I agreed to is not what has been installed. The first install team came out unprepared missing several pieces of material that was needed to finish the job correctly. They left with material left all over the floor, crooked shelving as well as a design that was not asked for. The 2nd time the install team came, they removed the closets and rebuilt them incorrectly again. They doubled up sides of the closet taking precious space from closets that is needed. The 3rd and last time the install team came out they have left boards that are chipped and filled with putty and incorrectly placed recessed walls. (photos to prove each and every claim)Three times is 3 c, it does not serve as multiple. Interestingly enough, customers cannot leave reviews on any social media for the company, yet they come prepared with a print out of "happy customers". The product I asked for should be new, not chipped, not crooked and installed correctly by an experienced team. Pursuant to S.C. Code ***. Section 39-5-20, "unfair methods of competition and unfair or deceptive acts or practices in the conduct of any trade or commerce" are unlawful in South Carolina. A business practice or act that is deceptive or causes injury to a consumer is considered unlawful under consumer protection law. The photos and the social media accounts used show beautiful product, the product in my home is chipped, boards filled in with putty and 100% unacceptable. The last time the manager came out, he confirmed that the Owner/Partner would be reaching out to me to discuss the product, my satisfaction and to adjust the bill due to my 3 + month inconvenience. As far as the 1st manager, *** is concerned, he came out to tell me he saw "nothing wrong" with chipped, crooked, unfinished material. He disrespected me and my home and it was asked that he not return to my home as he is not welcome. If you would like to discuss being uncomfortable, I am in an uncomfortable position as the product I agreed to has NOT been installed. What is in my home is not acceptable. Trim in the same closet is 2 different sizes, the material is still chipped as well as putty filled, the recess goes all the way up the wall when it was supposed to only be recessed for the length of the light switch at the light switch and rather then attempt to address the issues at hand, the team at Closets by Design would rather force full payment, threaten "protecting their interest" and respond with falsities. I am protecting my interest and my home. The above response from "closets by design" is not acceptable. Business Response /* (4000, 10, 2022/11/16) */ It is obvious that we do not agree or accept the position the client is taking. we are confident that the ultimate product is acceptable and up to the standards we aspire to meet. The client simply does not want to pay for the product. it is a very unfortunate situation. we have installed thousands of projects. we have very few that we aren't able to satisfy the client. it appears that this is one of them.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Closets by Design from **** Investment *** in ** Charleston SC XXXXX, sent a designer named ***** ******** on 3/29/21. We talked about two things: garage cabinets and the garage floor. We talked about the colors, dimensions, and heights for the cabinets and we agreed on the design. Second was the garage flooring. I requested a wall to wall estimate before making a decision. While I was inside the house she took all the measurements. She knocked at the kitchen door when she was done, and she showed me the different tiles and designs and the price to do the flooring. I agreed to it never thinking the measurements written on the paper were done incorrectly. On August 6, 2021, a technician came to my home to initiate the job. The cabinets were no completed for lack of supplies as well as the flooring. On September 20, 2021, a second technician came to complete the job. When the technician knocked at my door, I stepped out into the garage and to my surprise the tiles did not cover the entire garage floor. He called the company to report my findings and from there a lot of back and forth between them, my daughter ******, and I for them to finish the job, if not to remove the tiles and refund me the money since the designer never told me her measurements did not go from wall to wall. I never thought this business can fool a client by given something the client did not request. I am soliciting BBB intervention so I can get the job to be completed as requested for the following reason: the location where the shoe shelvings is which were installed by them, the flooring underneath is part Textlie and part concrete because the garage floor was never measured correctly. If not $2,684.00 should be refunded.

  

  Business response

  02/28/2022

  Business Response /* (1000, 11, 2022/02/24) */ this is a project where the client purchased a specific amount of flooring. we installed the flooring. the client came back and indicated she wanted the flooring to be wall to wall. this was NOT included in the price. We ultimately agreed to install additional flooring at less than cost to make a customer happy. she then came back and said she wanted us to trim the floor out with a product that is designed for the end of the garage where there is an opening. She didn't want to pay for it. we were not able to do that. therefore, we have this complaint. we installed well more than the client contracted for. Consumer Response /* (3000, 13, 2022/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I ordered wall-to-wall and the price I agreed to was for wall-to-wall. Their designer took down the incorrect measurements and the owner has refused to take responsibility for his employee's mistake. Other agents within the company have agreed the material looks 'awkwardly' placed. Due to lack of supplies the company only did trim on a portion of the product and left the other part untrimmed. They say this is normal for the job that was done. It looks shoddy and unprofessional. Bottom line-this company made a mistake and has refused to fix it as it would be an additional cost to them. Instead they want me to pay to 'finish the job. Business Response /* (4000, 15, 2022/02/25) */ The fact is, we reject the position the client is taking. the contract is very specific and outlines flooring for a 20X15 area. it does not indicate wall to wall. I have personally tried many times to work this out with the client. as stated before, we finished the flooring at below cost. the client then decided they want us to pull out the floor around the edge of the garage and install a trim that isn't meant for that application. We gave the price to do that and she wanted it done for free. It is important to note, the client never paid the amount agreed to install the additional floor that was already below cost. therefore, we have done everything within reason to deal with this situation. Consumer Response /* (4200, 17, 2022/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The amount agreed? I guess Closet by Design means the amount they demand from me for them to finish the job that I had purchased which is wall-to-wall. Closet by Design will never admit that his employee made a mistake as doing so would cost him money. Why doesn't this company want to come take back their product and refund me the money? Wouldn't that be a fair resolution as they can use the product on another job and I can get reimbursed for a job I didn't request. This company is deceitful and hides from their mistakes. I will not let this company make financial gain from an unprofessional/poor install. If a resolution is not reached here I will file a lawsuit. I will also share my experience with any review site there is as I want people to know they cannot trust the designer to document the customers' order correctly and the customer needs to have a tape measurement to go behind the designer and remeasure everything personally as the company will never acknowledge an err on their part.

*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. ↩