Customer ReviewsforClosets by Design

I met with a designer in mid-May, with an installation scheduled for 6/3/24. It was intended to make the partly built-out master closet shelving more functional by adding closet shelving that blended well. When I met with the designer, she was very nice, but a little jet lagged from her weekend travels. Before she came downstairs to discuss pricing, she had completed her measurements and notes.The pricing and drawings seemed very fair to me, and I agreed to move forward. The day of the installation, two installers arrived and informed me that all measurements taken by the designer were incorrect. In one section, the existing units were 2-3" higher, and another two shelving add-on above another was 12" deep versus the existing 14" also 3" longer, not blending with the existing design. The installers told me this occurs "all the time."They encouraged me to call and speak with their manager - Jordan. During our conversation, Jordan stated without hesitation, "You signed off on the agreement."Jordan never offered a solution to the problem. After contacting the office, I spoke with another manager who explained there will be a price difference for the 14" shelving and persistently attempted to collect payment. After completing another assignment, the installers returned to make corrections. When they returned, it was mentioned that their second installation was also measured incorrectly. My philosophy as a business owner has always been "it's not about the problem, but the solution." Therefore, a compromising solution should not be so painful and readily offered. However, in this case, regarding expensive shelving, I want to warn others to ALWAYS check the work of the designer. As unfortunate as it may seem, this defeats the purpose of having a designer and should never occur. Without Jordan's rudeness and blatantly blaming me for the designer's shortcomings, I would have refrained from writing this review. I hope I can save others from experiencing this same experience.

We at Closets by Design take exception to the review of Mr. G****. Mr. G**** had a pre-existing unit in his space. He called us to add to the unit. His current unit was approximately 14" in depth. Our designer completed a design that was 12" in depth. We installed it at 12" as it was designed. Mr. G**** expressed his dissatisfaction to the installer who immediately elevated the situation to Leadership. We responded and advised Mr. G**** that the changes would have been approximately $300 difference in cost had the original design contemplated the 14" depth. Mr. G**** indicated that he was not going to pay that. We remanufactured the product and installed it at the 14" depth on the same day. Even though the client would not pay for the increased capacity. in the end, we responded, we installed what the client wanted. We did not charge him for the difference and all of it was done on the scheduled install date. Furthermore, I personally reached out to Mr. G**** and left a message. He has chosen to not return my call. In our view, we have responded and corrected the issue. We did it timely. The reviews that are being left are punitive and do not represent the efforts made by Closets by Design.

Not sure why this review is not going through; however, it is important to me to keep trying. Closet by Design promised a wonderful custom pantry and what I received was far from wonderful or custom. I feel like they stole $1300 from me for 35 square feet of product. I wish I could add a picture. Sales and install was good but it doesn't make up for what I am left with. My pantry product looks like DIY Ikea, which wouldn't be bad if it didn't cost me $1300. I feel like I got maybe $300 worth of product. I am embarrassed to tell anyone what I paid for this. Also, angry every time I open my pantry. Your credit card is charged even before your shelving is installed and I now see why. My shelving doesn't come all the way out and everything looks so unfinished. I couldn't be more unhappy.

We apologize that you aren't happy with the final product. We will have one of the installation managers reach out to you and try to better understand your issues.

We contracted Closets-by-Design to install closet systems in the primary bedrooms of two new houses. The installation in the first house was abysmal and covered a window. The error IN the design was made by Closets-BY-Design. The design presented to us did not show the window. Closets-by-Design responded to our lawyer claiming: “your client installed a window between when the design was completed, and the install date came.” THIS IS 100% A LIE. The ARB approved plans provided to Closets-by-Design show the window. Closets-by-Design does not visit the site until drywall is complete. There are pictures showing the window’s existence at framing. Evidence of this lie is irrefutable. Closets-by-Design is lying to shift the blame of their inept designer to the customer. They evoked the technicality that their erroneous design was signed off on. The designer is responsible for the design and its details, not the customer. That is why they are called designers. The owner offered to “fix” the issues. We passed. We will not do business with companies that are dishonest, lie, and lack integrity. We asked for a refund; it was denied. We asked for and accounting in the portion of the deposit they refused to return on the second home; that was also denied. Do not do business with this company.

Closets by Design did contract to do this project. We also acknowledged that the initial install fell short. We were prepared to tear out the project and do it correctly. We are committed to doing great work and standing behind our product. The client simply did not want that. he wanted a full refund. we elected not to do that. we have invested in the project and were absolutely prepared to do it and do it with excellence. we understand the frustration that exist when things don't go well. However, this isn't a situation where we did not respond. we did respond and we were prepared to deliver. We are not compelled to fully refund the project. We came to an agreement with the client and his attorney. as he outlined in his complaint, we had a 2nd project under contract. he requested a full refund of his deposit. we elected not to do that as well. We did refund $700 which is less than we have in it. we did this in the spirt of compromise. We had no obligation to refund anything. the reality is, we have operated in "Good Faith" and were generous on our agreements. it is disappointing to come to an agreement and then still respond to a negative review. In this case the client is frustrated with the initial install. he expected perfection and we understand that. However, in reality sometimes construction doesn't go as planned and things have to be addressed. we do address our issues and we always will. this client is a builder. I would assume that he would understand challenges and appreciate a resource that stands behind their product.

I did 4 rooms with this company and on the last day, when they installed in my laundry room they dented my dryer by being careless. Management was horrible and did not care about finding a resolve to make a repeat customer content with the outcome. Ken was nonchalant and curt. Troy was disgusting. After I wrote corporate he contacted me cursing and irate. Once my husband called back to address Troy he hung up like a coward. I am still working with corporate to have this addressed but don’t waste your time or money with the Charleston branch of CBD.

we did complete a project for this customer. in the process of contracting for the process, the client signed a waiver that if they (client) elected to not move the washer and dryer, Closets by Design will not be responsible for any damage. Unfortunately, we did damage a unit. the client wanted us to compensate her for this damage. we elected to reduce the job by a nominal fee as opposed to replacing the unit. the client has satisfied their balance with us.