|
Colleen of Encinitas CA (07/23/08)
Closet World came to install our master closet for a price of $3700.00 yesterday, July 22, 2008. My husband, who is a contractor, and I were both home. We, periodically, checked on the progress. At one point, we noticed that a nail was sticking out into one of the shelves by, approximately, 1/4 . It not only ruined the nice finish of the piece but there was no way to put clothes on that shelf because they would get snagged on the nail. My husband brought it to the attention of the installer; the installer apologized and said it would be fixed. Unfortunately, we didn't examine all the shelves carefully because there were about 25 nails sticking out on almost all of the shelves. They were put in AFTER my husband pointed the 1st nail that was sticking out to the installer. It was as if he just had 1 1/2 nails and not the 1 1/4 inch that he needed so instead of stopping the job and going to get the properly sized nails, he just kept going. When we realized it this morning, we called the installer section of Closet World and were told that we would need to speak to a supervisor named Andy. This is out of the Carlsbad, California office. Andy called us back and spoke with my husband.
My husband explained the situation and asked if he could fix it himself because we scheduled the carpeting to be installed today. My husband asked for something to plug the holes after they were replaced so that the finish wouldn't look horrible. He also asked for a 20% discount for the time & trouble this caused us. Again, my husband is a contractor. He was told there would be no way to get that much money taken off of the bill. My husband tried to settle it by saying that we'd accept 10% taken off the bill because he would have to have one of his guys spend the time retracting the nails, putting the tape or whatever they provided to hide the holes in the finish, put in the properly sized nails and it would never look as good if they had done the job correctly the first time. I was very upset. This was going to cost us money by having one of my husbands men taken off a job to fix their mistake. He was told that there would be no way to have that much money deducted from the bill. Andy told my husband that he had spoken to the installer and the installer had admitted that he had used the wrong nails. Andy, the supervisor, said he'd think about $200.00. Mind you, we spent $3700.00 on the closet, we cannot use that closet at all because our clothes will be snagged on the nails and we are having 6 guests come to visit next week. Andy said that we would have to speak to his manager, Mike Kinsey. Mike Kinsey would also not try to negotiate to resolve the issue so my husband threw up his hands and said that they would need to send a man out to check on the damages, disassemble the whole unit and then bring in all new wood to fix their mistake. Mike Kinsey felt this was the route to go. He couldn't tell us when he could send someone out to look at the problem or when he could re-schedule the installation. We are now just left twiddling our thumbs. It's going to cost Closet World way more money to have men spend time taking the whole thing apart not to mention the cost of the new material. The 10% we initially requested, we felt, was fair. My husband asked if this was how they regularly dealt with their supposedly valued customers but Mr. Kinsey didnt have a comment. I am appalled. We now have to wait for indefinite amount of time; whenever it is convenient for them to come to see the problem, have all new materials ordered, which we were told will take at least 2 weeks, and then we'll have to schedule a time for them to come to re-install. I will never use Closet World again. I will be telling all of my friends about the problems incurred and I am hoping that others will see this complaint before choosing Closet World. There are many other companies who are dying for work in these troubled economic times.
Luis of La Puente CA (07/22/08)
Hi I read all these reports and decide to write in also telling my story. As the son of a former Closet World employer I could assure that all these accusations seem pretty accurate. I tell you this after listening to my father tell me about his 10 year work experience as a supervisor, unfortunately one of the persons most of these people might have talked too.
Customer satisfaction has been a big problem for this company. So much that my father decided to quit his job there and start his own business doing the exact same thing with the exception that we also do kitchen cabinets, a trade that my father picked up many years before working for Closet World. Business has been going good even with zero advertising; maybe because after a lower priced well done job people like to tell their friends and family about you!
Zoha of Corona CA (05/05/08)
we ordered 2 closets for our master bedroom. The price was 4800. they originally quoted 5100 but after telling them the price of the competition, they said that they can not match that price but can give a 300 discount to make us happy. The job was set to be done on April 19th. We had mentioned to them that we need this to be done in one day because we are busy on weekends and it is hard for us to schedule weekends and during the week we work. The promised it would be done in one day.
Today is May 5 and and after coming 3 times to our house, the closets are still not done. Meanwhile all of clothes have been all over the house and it has been hard to live like this! The measurements were done wrong to begin with, things that a designer should take into account ( such as doors to attic or doors to tub), were not taken into consideration. At the end of it all, what they have given us,is a closet that no longer is to our specification and they gave us less and charged us the same( one of the closet is now shorter than promised and one closet is giving less space to hang clothes), have things missing ( such as the extra things we had ordered- like a hide away drawer or telescoping rod), and walls that are damaged in our house , not only in the closets but also in the hallways when they were brining things to the closet from their car. The quality of the material used is very cheap and does not resemble the pictures in the catalog and looks like something I can buy from Home Depot myself.
Every time they made a mistake we would fax and e-mail pictures to the manager to try to help him figure out what he could do to fix the problem. We were of the mind set that they are obviously incompetent and since we want out closet fixed, even though we have spent this kind of money and should not have to do his job for him, if we want this done, we needed to help. However, after all that time and energy, non of the modifications was ever discussed or even presented to the installer so they would show up with wrong things again. I am not sure how these people have any business or make any money doing things wrong all the time! Actually I do..they over charge and gouge people so they can have money to cover all their mistakes. We will see...maybe they will pull it together and deliver everything to us by this next weekend, but I am not counting on it!
Loss of wages for every weekend having t stay home for these people to come and make things right. Less closet for the same price. Damage to walls. Time that was wasted! Aggravation, head aches, and inconvenience.
Gulay of El Cerrito, CA (03/10/08)
What I talked about with the designer and and what they brought in didn't match. In order to make it cheap they put a 12" deep closet in 24" space and cut down the size of my closet in half.
When I told them the product looked ugly and cheap, and doesn't deserve the amount of money I spent they told me they can't do anything about it. They said if I didn't want it they would keep my $600. I should have read the consumer reports first before I dealt with this company.
Jennifer of Los Angeles CA (02/13/08)
The designer was supposed to come on Monday at 5:30pm. At around 6:30pm, I called to ask what was going on. They weren't sure and apologized by offering me 10% my quote if I rescheduled. I rescheduled for Wednesday, same time... same thing.
Howard of Culver City CA (01/23/08)
The first day their installers showed up,they had no clue where and how anything went. My wife was very busy with contractors, painters, plumbers, electricians and all the things that go on during a re-model. By the afternoon the installers gave up and left. I was told by Closet World that there would be an installer at my house that Monday, first thing. Well nobody showed up! I called to find out why, and nobody had an answer. Finally someone showed up at 2:00.; he was pulled from another job. By then the day was wasted, and I lost a vacation day waiting around.
The following week their installer showed up and told my wife that he would be back on the following Monday. Well Monday comes and again no installer, and I lost another vacation day. I called and was told that installers cannot make up their own schedule. When was someone going to tell me this? How long should I have to wait? So then their installer was going to be at my house on Monday, and he had NO other installations that day and was going to be at my house all day. I took another vacation day from work. The installer shows up at 1:00. They had him do another install before he came. At that point we had been lied to many times and had no other choice but to cancel the order and return the merchandise. This was a $2900 job.
Denise of Westminster CA (01/23/08)
I had a computer desk installed. They had to make it twice due to measurements being all wrong. The second time it was still wrong. It looks horrible--uneven doors, holes covered with caulking (holes shouldn't be there). The laminate now coming off doors, and Closet World will do nothing for me. They cancel all appointments made with me.
We paid $3000 and hate it.
Rosemary of Scottsdale AZ (08/14/07)
Ordered two closets to be installed in a new condo. Total cost of almost 9000 dollars. One was a small closet with not space. The other was a walk in to be done on a more premium level. I went with them because they could do the install within my time frame. After I ordered and paid half...they told me it would be much later than I expected. I could not be there because I would be traveling. I allowed He left a giant mess. The homeowner's association called to complain. He also left a big mess in the bathroom and never bothered to tell me. By the time I came home a few weeks later, the place really stunk. The small closet was fine...drawers are very small but it is okay...not a good value for the money but okay. The big fancy closet was disgusting. All the drawers showed the white seam from the laminate against the wood grain. None of the extras had been installed, but were sitting on the shelves. The shoe racks were so loose you could wiggle them around. They were not properly alligned. This for a closet of over seven thousand dollars. I called...no one would come to see it. They did send a service man to upgrade so that I would not have to look at the laminate seams. I was charged another nine hundred dollars for this repair and replacement of drawer and door fronts.
Tracey of San Diego CA (08/04/07)
Hired this company to install closet organizers in 3 bedroom closets. The product is of poor quality, chipped, cracked, dirty, and uneven installation of drawers. Company provides poor customer service. Installation scheduled for 11:00 AM. Showed up at 4:10 PM. Installed 1 of 3 closets and left. Told they would call back next week. Do not want remaining two closets installed with bad product. Would like FULL REFUND (otherwise replacement of product with better quality).
Marilou of Torrance CA (07/26/07)
I've ordered to have some cabinets, a computer desk, and sports racks installed in my garage, but they did not complete the job prr our agreement/contract. The installers did not show up 2 times, and have not heard from anyone from their company. I repeatedly called them so that they finish the job, but each time, the installers don't show up. I called and left a message to the District Manager, Gary C, but he never returned my call. I got so frustrated tnat I filed my complaint to the Better Business Bureau. Only then, that the manager, Gary C immediately returned my call the next business day. He thinks his solution to my problem is me to make another appointment with his installers. We've already done that a few times. What good does an appointment do when their installers won't show up?
My Uyen Duong of Garden Grove CA (07/04/07)
Closet World was supposed to finish the job in one day but did not do so. Came back three times and still did not finish the job. They knocked a hole in our wall nowhere related to the work area and just left. Collection unthorizedly charged our credit card the full amount when the job was not finished.
Sandor of Marina Del Rey CA (09/01/06)
The product that was delivered by Closet World to our home for installation on 8/31/06 was not consistent with what was represented in the company catalogue. No sample was shown by the salesperson. Installers, due to a language barrier, were unable to address issues related to the quality of the product delivered when questioned about its substandard nature. No installation occurred. Customer Service demonstrated no consideration for consumer satisfaction. We demand repayment in full of $692.50 by September 8, 2006 at 5:00 PM Pacific Standard Time. Failure to do so will result in legal action.
Jon of Pasadena CA (05/30/06)
The short version of a very long story is that Closet World failed us in almost every respect—and then had the audacity to demand full payment. Closet World promised to install closets for us in one day -- on Aug. 26, 2006. We made a partial payment and deposit. One month and three visits later by its workmen, only two of the three closets actually worked. Drawers on the third banged into the wall when opened.
After promising to schedule a fourth visit, Closet World simply abandoned the job without notification or legal excuse, in violation of state law and our contract. Months later, despite a contract stating that final payment was due upon completion and installation, Closet World attempted to bill our credit card almost $1000 for work it never did. We disputed the charge and after an investigation, the credit card company voided the charge as unauthorized and unjustified.
Even in possession of evidence that it abandoned the job and violated our contract, Closet World willfully and knowingly continued to pursue the balance on the contract for work it never did. Ultimately, Closet World extorted half the remaining debt from us, using threats of a lien against our home, damage to our excellent credit rating and of turning the alleged debt over to a collection agency.
We paid $1800 for three closets and only two of them function as promised. Frankly, knowing now the grief this company has caused us, we would not have accepted their services even if they were free. At a minimum, we should not have paid the roughly $500 amount extorted from us after Closet World violated its contract. Given Closet World's egregious conduct, a full refund seems fair redress.
Roberta of Laguna Niguel CA (05/01/06)
An unlicensed designer came to my home, measured for built-in closets and shelves for my walk-in closet. Misrepresented quality of material, measured incorrectly, and left-out materials. A revised plan was drawn-up by a district manager, Joe P. I signed and dated this. The installers came to my home, destroyed my closet with a sloppy tear-out. They used the wrong plans and had the material for the wrong plans, and installed this mess. This left me with destroyed drywall exposed, closets to large and too small,missing shelves, drawers, etc. They stated they never received the revised plans from the designer.
I told them I want my deposit money back and to come and take the "junk" out of my walk-in closet. Joe P told me, "that was not going to happen", as Genie, the designer's manager told me as well. They demanded that I fax them the revised plans, as they did not have them and wanted me to prove that there was a revision done. I did fax these in hoping they would refund my money and remove the mess they had done. They will not cooperate with me in refunding my money.
They have $888.00 deposit of mine which I want refunded. After reading the horror stories and finding that they have numerous complaints and disciplinary actions from the contractors license board, I told them I did not want to give them another opportunity to come into my home and cause further damage/problems. The installers destroyed my closet leaving holes and damaged drywall on every wall. The material is junk, and does not belong in a 1.8 million dollar home! The clothes from the closet and other items are laid-out all over my home office where my business is on hold until I solve this issue.
Gloria of San Diego CA (03/03/06)
Contracted them to install closet organizers/garagecabinets/entertaiment center. Job was supposed to take 3 days to complete, $11,000.00 total was paid to this company and it has been 4 months and the job is not fully completed. Many discrepancies in the job performed, Not impressed with the quality of materials and workanship. Several days of work have been lost by us, to accommodate for sheduled appointments which they did not show up for. Numerous calls have been made to address issue,s District manager to call me back to resolve issue and has not returned my calls. Office personnel very rude, poor customer service.
Jeri of Alta Loma CA (02/08/04)
We entered into a contract on September 30, 2004 with Closet World. They were unable to install our closet organizers unitl November 10, 2003. This was well beyond the 20 days specified in the contract. Closet World installed incorrect drawers and shelving. The drawers installed won't open because they won't clear the existing sliding closet doors. The shelves and frame are crooked and not the rounded edged we ordered. They have installed straight-edge shelving which is a cheaper product. We are not satified with the quality, workmanship, and product itself. It is not what the sales/design person represented it to be.
We refuse to sign that the work is complete since it has not been installed to our satisfaction and understanding. We contacted New World numerous times by telephone but they have been unresponsive. We sent three certified mail letters to New World and they still have been non-responsive. Last week New World Tile sent a letter demanding that we send them the remaining balance owed or they would take legal action against us and report our account to Experian Credit Bureau. We sent another certified letters stating that we will pay the balance due upon satisfactory installation of the closet organizers according to our understanding and satisfaction.
They still have not responded in writing or by telephone. We just got another letter yesterday from their collection department stating that they are taking immediate legal action against us but as a courtesy are giving us ten days to submit payment in full. What legal rights to we have to prevent them from threatening us, jeopradizing our credit, and/or placing a lien against our home?
The total cost of the closet organizers was $5,500. We paid 50% up-front. The balance remaining is $2,672.50.
Mark of Covina CA. (01/04/03)
Here is the information regarding my unfortunate dealings with Closet World. I will therefore outline what has happened with respect to this charge by them for $3349.00 on 12/10/02. A Home Improvement Salesperson by the name of Michelle G came to my home and designed a "Prestige Office System" for my home. She then went on to negotiate a price and executed a contract for this product. In the State of California all Home Improvement Salespersons must be registered with the Department of Consumer Affairs-Contractors State License Board. Ms G according to the records of the Board is NOT REGISTERED. This is a misdemeanor in California not to be registered.
On 12/26/02, installers from Closet World came to my house to begin the installation. I had to step out for about three hours but upon my return they had already left for the day. My wife and I discovered they had cracked a shelf by over tourqing a bracket, a vertical wall was split down the middle as they attempted to hammer the pieces together (they are machined to be put together this way), and there was a gap in the upper shelf of the bookcases allowing a view of the ceiling. The edges of the bookcases were finished so poorly that if you ran your finger down the edge you could easily suffer a laceration. Also, when the installers left on 12/26/02, they left another person's contract as a receipt for the work they did in my house that day. The installer came in a disheveled manor not having shaved for at least a couple days. These people were careless in their work to say the least.
I tried to call Closet World that night but only the night Supervisor was there - Rudy who said the immediate supervisor (Andreas) of these installers would call me in the morning before the installers returned. Andreas never called, so I called again on the 27th. I also tried twice to reach Ms. G both on her extension and pager on the 26th but to no avail. Finally, I reached Andreas on the 27th at 9:30 AM. I informed him I was extremely dissatisfied with the work thus far. I told him of the above problems and that the quality of the product was not what Ms. G had shown us on 12/10/02. In fact, I told Andreas that I had gotten better kit products at TARGET STORES that I put together myself that was of superior quality to what was being installed in my home.
I told him I wanted the project terminated immediately and for everything to be removed from my home. He told me this was impossible and that not only would they not remove the broken pieces, but insisted that the entire project be completed with the broken pieces and then they would see about replacing them. I asked him if it made any sense to install broken shelving to my walls and then tear it down to fix it. Andreas told me that is the way Closet World does business. I asked him as the Supervisor to come out and look at was being installed, but he said NO - not until the installation was completed. He also said there was no way they would stop the project, cancel the contract, or refund my deposit. You see, he wanted the project completed so that not only would I be responsible for the $3349, but the full amount of $6698!
Jenny of Los Angeles CA (11/06/02)
I recently purchased a closet system from Closet World and specifically asked for a certain upgraded product which was included in the quoted price. When the installer came, they installed the standard product and I demanded an explanation and refused to pay the remaining balance until I received what I had originally asked for. The installer said that he had to take the balance because he did his part and that he would report the problem to headquarters. I reluctantly agreed and contacted the manager at headquarters and the salesperson and explained the situation. The salesperson called me back and blamed me for the mistake and essentially said that she could do nothing and I had to pay more for the upgraded feature when I had already paid for it. She was extremely rude and essentially did nothing because she had already received payment from me.
I am left with a product that I didn't want and essentially overpaid because I had originally ordered an upgraded feature but didn't receive it. The fact that the salesperson was extremely rude after she got the sale proves that this person has poor ethical standards and doesn't know how to conduct business and provide quality customer service. I still haven't heard anything from the manager nor the saleslady except for the fact that I would have to pay more for the upgrade so I would essentially be paying twice for the upgraded product.
Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.
|
