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Closet Factory

Lydia of Huntington, NY June 16, 2009

I've been reading all this press about this company Closet Factory and I find it outrageous that the experiences listed are real. I had 7 closets build in my brand new home, 6700 square feet, a home office and an entertainment unit. My exprerience is the antithisis of the above. From the moment Debbi answered the phone and set up my appointment with the manager,Oshie coming to my home. I've had nothing but the most professional help and the most workable, desireable designs.

After reading your blogs, I was quite reery of hiring thid company. I am so glad I went by my instints and tread ahead with them. Oshie who is the manager is creative, intelligent and extremely concerned about the client, me. We workedd well together on design and tecqnique,. I had two other closet cvompasnies in. The loudest, pushiest, full of hrself lady who, I would not buy from her if she gave ig away. Pluse her designs were terrible.

I have the most beautiful office, closets and the most creative entertainment centerm with ssedy glass, halogen lighting, stained wiidm flat screen tv. I am thrilled with closet facotry beyond mpy wildest thoughts. So before you read the downs, look at the ups and draw your own onclusion,. This is a company that has nany back up comnpanys around the world, That ids who i want to share in my life,,,,Buy from them, you will see that mostof this written is just not so

Eva of Forest Hills, NY June 17, 2009

I love my closets. My designer came and fiout exactly what I needed. the install went perfectly.

One part didn't work properly, but they came back qickly and corrected it. I couldn't be happier with the service and quality of what I purchased.

Karen of New York, NY June 2, 2009

Closet Factory is a complete scam. Do not believe all the claims on their website about great customer service and high quality of product. As have many others who posted their complaints on this website, I have also had a completely terrible experience working with this company and unfortunately it is still ongoing.

I was purchasing a small stand alone dresser and a closet wall unit for one side of my bedroom wall. I met with the designer Lewis who is very nice, we picked out a design, and set the install date for april 22nd. The day before installation i get a call from Bautista (the operations manager who no longer works there) saying that they had to cancel because the materials never came in. I was annoyed because my mom had flown in from california specifically that week to be in the apt during install so that I would not have to take a day off work. If the materials did not come in I am sure Bautista would have known well before a day in advance of the install date and it would have been good customer service to call as soon as they did not receive the materials in. But apparently good customer service is not Closet Factory's style.

So then it took another month but they were finally able to reschedule the install date for May 26th. I used a vacation day this time and take the day off of work to be in the apt during installation. The designer and installer both arrive on time but things went bad pretty quickly from there. They showed up at the apt and realized that the factory did not put half the install items in the van. There were no moldings, no drawers, and the back of the stand alone dresser unit was missing so clearly they would have to come back regardless for a second install date. I asked them just to finish what they could today since i had already taken the day off. Around noon, i leave the installer in the apt briefly to run a few quick errands. i was gone no more than half an hour when the designer calls me to say that the installer has quite on the job and is leaving the apt right now. I rush back to make sure he does not leave without locking the door and to see what has happened. Turns out most of the closet panels were cut wrong and when he started to install them the shelves were crooked and there were large gaps. He also just left all the materials in my room and did not take anything out when he quit which was very rude. I called closet factory to complain about the 2nd attempt at installation and how it was botched again. After several phone calls, Debbie was helpful. She got me 200 off the balance and set up the install date for June 2nd.

So today is June 2nd. I take another day off of work to be in the apt during installation and i get a call in the morning from the new operations manager, Eusi, that they have to cancel the install. He claims the installer got into a car accident on his way to the site. I asked if they could send a different installer or if that installer was okay and could just come later in the day. Eusi was very unhelpful, rude, and defensive even though this is clearly an issue on their end. He just simply sid there was nothing at all they could do today. I understand that accdients happen but this is the 3rd time now on my one install job and I would think that if anything he would try to make an effort to remedy the situation. Either move some schedules around and get a different installer to come today or at least say we will install it tomorrow and offer you another discount for the inconvenience. In keeping with true Closet Factory style however, he offered no apologies and stuck with his "there is nothing I can do and I don't care" attitude.

So now I have put in another call to Debbie because I just do not want to deal with Eusi's attitude. Debbie is trying to reschedule the install (again for the 4th time now) and is looking into the possibility of getting me another discount on the balance for all the inconvenience. I will just have to wait and see what happens.

In summary, while my experience with Closet Factory is unfortunately not over it has been a terrible one so far. Easily the worst customer service I have ever experienced and they are completely urneliable and a very poor work ethic. The cost was cheaper than other closet companies i received quotes from but it is absolutely not worth the hassle of dealing with them. They have 50% of my deposit and refuse to just give me a full refund and cancel the job, despite how many times they have messed this up. The only person that is actually good there is Debbie. At least she will call me back when she says she will and helped with getting a discount when the installer quit on site.

To anyone reading these negative reviews, please do not use Closet Factory. This company should not be allowed to be in business and if they cannot get the install right on teh 4th try I will also be reporting them to the better business bureau.

Gail of Bradley Beach , NJ April 27, 2009

We just want to say that we have the most gorgeous wall unit in our whole development. We had 2 wall units made and installed by the Closet Factory and not only was the cost the best price we received, but it was a wonderful experience from start to finish. They couldn't have been more professional or helpful not only in the design factor, but right thru to the end. I would recommend them to anyone who was interested in having their closet done or having units build.

Susan of New York, NY April 17, 2009

I signed a contract in November 2008 to have a closet intalled in my new apartment. The installation was scheduled for December 5th. The installers came but without the doors for the closet. They called the factory and put me on the phone with Bautista Castillo, the operations manager, who said that the doors weren't ready and would have to be installed on Monday. I said that would not work as I would not be able to take Monday off from work. He called back later and said the doors would be delivered soon. The doors came a few hours later but 3 of the 7 were the wrong size and did not fit the closet. Therefore, it was arranged that they would return on Wed afternoon when I was avaialble to complete the job.

I called on Monday to confirm the Wed appointment and was told that the appoitment was scheduled for Wed afternoon. I called again on Tues to confirm again and was told that they would be there on Wed morning. I spoke to Bautista and said that Wed morning wouldn't work for me as I had meetings until 1 pm which is why I'd asked for Wed afternoon. Bautista was extremely rude and said that it had never been scheduled for Wednesday and that I had no right calling on Tuesday afternoon demanding to have a Wednesday appointment.

I was shocked by his response and by his aggressive and angry tone. I must say that I dont think Ive ever been spoken to that way. I told him that he was extremely rude and that I was very surprised by this as everyone else Id dealt with at the company had been very nice. He continued to tell me that there was no way I was going to have the job completed on Wednesday because they were completely booked. At which point I said that I was going to make a report to the Better Business Bureau, his response was Go straight ahead?. I told him that his behavior was unacceptable at which point he told me to hold on for the manager.

Eventually the manager, B. Urspruch, came on the phone and I told him that I was very unhappy with the way in which Bautista had spoken to me. He then put me on hold, came back and said that he would have to call me back. I asked to remain on hold as I wanted to resolve the issue. Eventually, Bautista came on the phone and grudgingly apologized, he said that he had found out that I had requested a Wednesday afternoon appointment and had said that I would be unavailable on Friday. Therefore, he offered a Thursday timeslot which unfortunately did not work for me, so I had to reschedule for January 9th.

Anyway, to cut a long story short - the closet was not completed until Mach 27th - nearly 4 months after the scheduled date! And to get it done I had to make multiple weekly phone calls, send numerous emails and eventually send a letter by certified mail to the CEO of the company. Closet Factory cancelled 4 appointments all at the last minute - either the evening before or the morning of. They did show up another 4 times but something was always wrong - either the doors were the wrong size of made of the wrong material. Cloest Factory and Bautista in particular, showed a complete lack of respect for me and for my time.

I missed 5 days of work and had to live with an unfinished closet in my living/dining room for nearly 4 months.

Mb of Brooklyn, NY December 30, 2008

In early October 2008, we chose Closet Factory - Long Island City (CF) to design and install 2 closets in our home. After the design was completed, before the contract was signed, we were informed that it would take 2 weeks for the production and installation of the 2 closets. We were also informed that installation would happen during a work day (not a weekend) and one of us would have to take the day off from work to be present during installation. With this knowledge, we signed the contract and agreed under these terms. Shortly thereafter, we were informed it would take a month (not 2 weeks as initially advertised). We were not offered any compensation or given the option of canceling the contract at that point.

Installation date ended up being 11/13. We hired a person to be present at our home for that day. The CF employee arrived at our apartment late in the morning, spent 3 hours assembling part of the work, and left after saying he would complete the installation on 11/14. This was after we had been assured that installation would take 1 day. We ended up being forced to hire the person for one additional day because all of our attempts at trying to convince CF to install in one day had failed. Overall installation time took less than 1 day (approx. 5 hours). By now, CF had charged us the full price for the two closets (approx. 6,500). When I arrived at home and inspected the closets, I found a few problems: - Lock in jewelry drawer not working - 2 valet rods that were part of agreement not present - There is a gap between the walls/ceilings and the closet; we were told no gaps will be present

In summary, my problem is threefold. 1st I am unhappy about the delivered items - they are incomplete. 2nd I am unsatisfied with the misleading and false advertising practices used by CF since the time/duration of installation were the only reason I have chosen CF over their competitors. 3rd I am disappointed with the way CF customer service handles client concerns and problems.

We informed CF of our concerns and indicated that we wanted them addressed immediately. It has been a month since we expressed our initial concerns, and CF is not addressing our concerns. On 12/10 I called CF and explained my concerns but was denied when I requested to speak to a manager; instead I was assured a manager would call me that day. No one called. I followed up on 12/11 and was allowed to speak to a manager by the name of Bill, who was rather rude and insisted that CF is not at fault for any of my inconveniences. When I indicated to him that I have travel plans for the holiday and that I need to have the installation ASAP, he did not seem concerned and said that they have not scheduled anything for me yet. He did emphasize that he would be talking to his manager and would call me back that day; he did not.

On 12/12, I called back again and my request to speak to a manager was denied. Instead, I was told that somebody would call me back about my issue. As usual, nobody did. A few days later, I reported this to the Better Business Bureau of New York and shrotly thereafter Bill (the manager) called me back and made an appointment for 12/31 to remedy the problem. I hired a person to sit at my house and oversee the work, but CF employees never came. When I called and tried to find out what's going on, I was only told Not sure what to tell you, I would be [upset] too. by the secretary answering their phone.

Looking online, it looks like Closet Factory NY has been consistently delivering bad products, providing poor (or no) customer service, and making false promises that they have no intention to fulfill. All my recent attempts at contacting Herbert T. have been miserable failures. This designer has made a habit out of disappearing, losing his phone, and having sick relatives. After he ran out of excuses, he started ignoring all my calls. Very unprofessional individual in my view and his design skills are mediocre at best. I would strongly, strongly recommend that you avoid both Closet Factory and Mr. T. and consider all other alternatives, even do-it-yourself ones. You will save time and money, preventing countless headaches.

Rob of New York, NY November 4, 2008

This outfit is a mess. When closet was originally installed I was told it can be moved to another location. I moved this month and the reinstall (with considerable new components) is a DISASTER. Countless mistakes in measurement, construction and installation.

Credit Card charged before work completed in violation of contract. Appointments cancelled after I had taken the day off from work. Installers disappear. A totally disappointing and unacceptable situation. It is still not resolved. I would AVOID Closet Factory like the plague.

wasted time (days off from work); 2000 in new charges - still not usable.

Heidi of South Huntington, NY October 30, 2008

My experience with Closet Factory over the years has been nothing like the blogs I am reading. ... My designer Joseph has been nothing but accomodating, sees my projects through to the end. From the time I called their Hicksville office to the time I signed off on the spectacular walk in closet and entertainment center, I have had nothing but professionalism and top shelf work.

D. Geibel of Lockport, IL September 12, 2008

as an employee of closet factory west in woodrige il, iwould like to tell our side of the closet story. owners mark and lori have failed to pay their employees wages earned, not responded to numerous calls and emails, lied not only to employees but clients and vendors as well. from an insiders view this closet factory has been mismanaged and decietful to many.

many jobs were produced with inferior workmanship and product. customers were being fooled on a daily basis. credit cards were run without proper client approval and service call material was thrown together in a half hearted attempt to complete jobs!!!!! i was employed at closet factory west for about 3.5 years and the owners lied about our payroll and then locked their doors with no notice or concern for their employees;designers,or clients! be aware! i would also like to add how apalled i am at the lack of care and commitment shown from the corporate level as no calls to these offices have been returned to myself or my colleagues.

this action by the owners of the closet factory woodridge has caused my family and myself much financial hardship and stress!

Betty Sue Smith of Round Rock, TX January 4, 2008

On November 14, 2007 I signed a contract with the closet factory for a complete custom closet. The installation began on 12/11/07. It is not complete to this day even though on 12/11/07 my credit card was charged the balance. My shoe shelves allow the shoes to fall to the floor, my custom jewelry inserts do not fit the drawers they were designed for, the locks were never installed and there are large racks and the drawer inserts that need replacing need to be picked up and taken away. I have talked to the corporate office regarding my lifetime factory warranty. Basically the warranty is only good with the franchise you contracted with. Needless to say, I have contacted my credit card company to reverse the charges. The Austin Closet Factory has closed, although everything was handled very professionally until they closed, after dealing with June and Christine at the corporate level and their not my problem attitude, I can see why Carolyn closed her doors and ceased operating . You basically get no support from the corporate level whatsoever.

The sheer aggravation factor is my worst consequence. This has taken what should be a wonderful experience and transferred it to sheer agony because of a lot of inexpensive little things.

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