Complain about a product or service

Closet World

Randie of Alameda, CA October 29, 2009

Designer Sasha Barnes came to my home to measure for a closet and entertainment center. She designed the closed and came back a few days later to design the entertainment center. I purchased the closet for 1675 and gave her a deposit. For the entertainment center,she quoted me the 'best' price of 5127 after calling corporate to negotiate. I explained that I wasn't ready to commit to this, but would give her a deposit if it were refundable. She said I could put the project in 'pending status' and cancel the contract within 3 days. So, I wrote her a check for 1025.40. This was on a Saturday.

On Monday, the 1025 check had already cleared my bank--before my right of refusal has expired. The first check I wrote for the confirmed order still had not hit my bank, even though it was written first!!!

I was waiting on a job offer that did not happen, so I called Sasha on Tuesday to tell her I would have to cancel and get my deposit back. I had until Wednesday to do so. I also expressed my shock that they had cashed my check before the 3 day time period. She did not call me back until the next day and told me that the deposits are usually cashed in this way, and that I should just keep the order in 'pending'.

My husband insisted I get the deposit back. We left several messages for Sasha, and I called Customer Service who informed me there are no refunds. When I stated that I told the designer my situation up-front and attempted to cancel within the three days, customer service told me to talk to the designer. The designer did not return calls. Finally, when we got her on the phone, my husband had to forcefully tel her that she is the face of the company and she needed to handle the situtation and return the desposit. That was over a week ago,with no return calls and no follow-up.

I would not recommend this company to anyone.

Melissa of Sacramento, CA September 18, 2009

I ordered custom storage cabinets for my patio room, in addition to a pantry cabinet for the kitchen. My order was taken by the designer Kathy. At the time of the measure the designer was informed that I did not want the cabinets mounted to the walls. This is a manufactured, custom enclosed patio. Kathy spoke with someone in installation and told them that I was requesting the cabinets to be free standing and not mounted. This apparently was doable and the order was written. A delivery was scheduled for Friday 8/28. I was told that the delivery would be confirmed the day before. Needles to say I did not receive a phone call, so no one was home. I called the company and was told the delivery would be made that afternoon, I explained to them that no one was home for the delivery due to lack of confirmation. I rescheduled the delivery for 9/11/09. I received a call from the delivery department on 9/10 after 4pm stating that the delivery would not be made because they cannot delivery cabinets that cannot be mounted. I was told that it was liability to the company and if a earthquake would occur the cabinets could topple over. I was in complete disbelief.

I contacted the designer via her personal cell phone and she assured me that this was not the case and that she would contact the Manager or someone else at a higher level of authority and that she would contact me the first thing Friday morning. Well she never called. I contacted the office and was told to speak with Dorian. He confirmed that the cabinets were not going to be delivered and it was a liability to their company to do so. After ending our conversation, I was contacted by the distrubition Manager Ken who apologized and informed me that the order should have never moved forward once noted that they could not be wall mounted. He then proceeded to tell me that the order would be cancelled and that in order to process the refund, he needed my signature on a cancellation document. I ask him to have the designer come out with the form for the signature and as nice as she was to take the order, I have not heard from her nor has she contacted me with a apology. So, here it is a week later and nothing from this company. So I phoned Dorian today and was told that Ken sent me a letter and the form. A copy of the letter was faxed today and I am to expect a full refund in 7 to 10 days. This is just another example of poor customer service and I personnaly would not reccomend this company to anyone.

Dragoslav of Mountain View, CA July 9, 2009

Looking online (unfortunately after the fact), I have found over 40 (forty) complaints about various offices of this company in the last 3 years. I wish I have done the appropriate research before acting on the spam mail advertisement. We have ordered a custom closet in May. The first installation attempt was performed in early June. Some of the components were incorrect and the new installation was scheduled for later in June. In the mean time, we have realized that the drawer lock which was ordered was not installed.

During the second installation attempt, the doors of wrong size were delivered and the workers realized that drawer rails were incorrect and reported on that, and scheduled the third installation for a few days later to repair the drawers. However, different technician was sent and they did not have the information on the rails. This technician realized a different problem with the locks and had to reschedule and also ordered cleaning and hole caps, and rescheduled the fourth appointment. In the mean time, the information on the rails was lost and the fifth appointment was scheduled. After taking the fifth half-day off, I realized that this appointment was never entered into the system. Rescheduled the sixth appointment as of now. I would like to point out apparent complete miscommunication within the technicians and managers costing lost time and frustration.

Todd of Newport Beach, CA June 17, 2009

My wife and decided to go with Closet World after Irene, the sales person came out and offered us a decent deal on three closets. My wife took off a Friday from work to be present during the installation. One installer shows up at 4pm on Friday afternoon to do three closets. I was expecting two or three guys.

Next I get a call from my wife and she says the installer tells her that there is an extra cost of 50 dollars to remove any rods and support from the old closets. Irene guaranteed me that all costs were final before we signed anything. She said if you like you can remove them before they get here or they can do it, but swore that the price was the price. So I call Raul and wait on hold, the operator tells me he's on another call, so I wait and wait and wait. I called back three times and left messages for him to call me.

Then I call my designer Irene and expected her to call me back. NOTHING, no return calls, nada. It is the worst example of customer service I have ever seen from anyone. I don't even care about the 50 bucks; to me it’s about standing behind your product and these people were invisible when needed the most.

It's now a week later after the installation, and nobody from Closet World has returned my calls, nor called to see how the installation went, to see if we even liked the product. If I had only read ALL the complaints about this company, I would never have given them my business. Save yourself the headache and go with somebody else.

Roxanna of Citrus Heights, CA June 15, 2009

I received a flyer in the mail from Closet World. It showed a U-shaped desk that I liked. I called and got an appointment with a designer for an estimate. I agreed to purchase and set installation date four weeks out. This was the middle of March 2009. When the installers arrived mid-April, they had material with wrong dimensions. Installers had to re-measure and re-order and I had to wait three more weeks. Second time, material damaged and not all accounted for. I called installation department and complained and a third appointment was set for another three weeks out. No priority for unhappy customers. No one showed up for third appointment. I called and was told installers were on another job and would be an additional 1 1/2 hours before arriving at my home and then it would take at least two hours to assemble. I made a fourth appointment.

This morning, 15 June 2009, was the fourth appointment. Again, did not have all the materials and was not prepared for what was supposed to be done. I called installation department, again, talked to Dorian, again, and said I wanted desk returned and a full refund. Of course there was silence and the usual "I'll have to talk to my boss". In the meantime, the installer took more measurements and insured me he would make sure desk was done properly if I made another appointment. I am now set for 2 July 2009. This has been a nightmare and I regret ever contacting Closet World. Poor quality, poor preparation, poor customer service, poor everything. I would NOT recommend this company to anyone.

toby of san diego , CA May 11, 2009

Raymond Shadwick, a representative of Closet World, lied to my wife and I on at least two occasions. 1st, he told us Closet World manufactured their own sliding mirror doors. They don't. They use the cheapest Contractors Wardrobe doors available. Raymond Shadwcik also lied to us regarding the internal mounting system for the five closet organizers we purchased. Shadwick told me the organizers would be hung on a bracket that would be screwed in to wall studs. That didn't happen. When I complained about these issues, I was told oh well, sorry but you probably misunderstood the salesperson. Right. Dishonest sales person, Raymond Shadwick working for a dishonest company. Don't do business with this sales person or this company.

Raymond of San Dimas, CA January 29, 2009

Raymond of San Dimas CA (01/29/09)
As A former employee of Closet World I know first hand of things that go on there. They push the installers to do more than possible in one day with no regards to the safty of the employees. They misled the clients and the installers. I did my job I took my time and made sure my clients were happy even through the supervisors would constantly call me to get to my next stop. I would finish my job. I am happy to be out of there.

I have been pleaded with injuries for the last 3 years on 11/28/08 I cut my thumb and was supposed to be on modified duty they gave me a helper and more work in which my helper had to do most of the work. Then on 1/15/09 I came in to work and they had me clean out my van and then called me in the office and terminated my employment the reason given was for being tardy which I don't deny.

Cesar of Corona, CA January 6, 2009

Cesar of Corona CA (01/06/09)
Product placement & installation was misrepresented.

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