Closets by Design Of Chicagoland Reviews (58)
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Closets by Design Of Chicagoland Rating
Address: 150 S Church St Ste C, Addison, Illinois, United States, 60101-3775
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Complaint: ***
I am rejecting this response because: in addition to it demeaning me as a customer, when I just truthfully submitted an honest and warranted complaint, I was asked to accept the response and provide positive customer service review in exchange for the return of my deposit
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:The company did not complete the work to my satisfaction as stated, and the $gift card was never provided to meThe version of events included in the response from the business are simply untrueI stick by my original complaintDue to the CBD installer making many errors in installation, the "custom" unit had to have cheap looking plastic brackets installed to ensure its structural integrity This is unacceptableI also had to repaint over holes that were drilled in my wallA $gift card is a slap in the faceI should been given a much more substantial refund.Since I have never received any form of compensation for the faulty installation and my time, I reiterate my request for a refund of $
Sincerely,
James ***
Initial Business Response /* (1000, 5, 2015/08/21) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@closetsbydesign.net
Ms***,
We apologize for the inconvenience this has caused youIt was not our intention to forget about you, which
was the reason why our installer was there on July 17th to fix a couple of the issuesUnfortunately we were not in receipt of your message on July 21st, which is the reason why we have not gotten back to youCertainly a follphone call would have expedited your service call, just like the previous circumstance, as it is not our policy to ignore clients
As you are aware, a service date has been set for 8/with our senior installer
If there are further issues, please do not hesitate to contact our office at: XXX-XXX-XXXX
Best regards,
Brian ***
This company is one of the worse company ever, they do not return any phone calls, the product they installed in the house was completely useless, they damaged the walls, and will not respond to resolve the problem!
8/4/18 was told in my home that the closet services provided by the company included painting of the walls by Mel Burn. On 9/18 I came home to find ripped, exposed wall board with plaster hanging..and ill fitted shelving in not only 1 closet but 3 of my closets. When I called to find out what had happened with the shoddy work, I was told that I didn't pay for the walls, even after we had discussed that in our home consultation. So basically I was lied to in my own living room. Then, which I have on voice recording, was told that he had misinterpreted my walls as concrete-so he didn't expect the damage to occur as it did. When questioned on why the workers would continue to rip out walls and damage them without contacting me...no answer. He did offer for $3,000.00 more dollars to come out and remove what work was done, paint, then reinstall the shelving....poor customer service. Taking advantage of the consumer to get more money. So, now I am left with half of a job done which I believe was their intention from the beginning to get more money. Poor customer service, scamming and preying on woman using different lingo in the contracts. Under dispute now.
Dear Sir or Madam,
Our sales process with all clients is the same. We explain our products and what we can do for them. Part of the presentation, which the client has a copy of, is a sheet that shows that backing is an option that each client can choose from. This option is explained and priced out to the client. The client can then choose at the time of closing, not to choose any single option. In this case, the client signed off that she did not want backing.
On the day of install, as we were uninstalling, the client was not there. Instead, the customer's mother was there who called our office in the afternoon of the installation, saying that the daughter should paint the walls before we continue. At that point it is too late. We have a very short contract, but in that contract, item number 1 states that if the client plans on painting or patching the wall, patching and painting must be done 48 hours before installation. Any time after this would incur that same day cancellation penalty, which we did not want to charge the client.
We try to provide the best customer service for all clients and explain as thoroughly as we can what options are available to them. When we install 5000 closets a year, we just don't know what we are going to get into until we start. While backing or any option for that matter may or may not make a difference to a client's installation, sometimes when we get into the installation, we find after the fact that an option should have been chosen.
If the client is willing to pay the original quoted charge for backing, ($1648 full retail, $824 after discounts), we will re install the unit with the backing, at no additional cost.
Complaint: ***
I am rejecting this response because:
in response to ID, I am not satisfied with the companies response. The salesman "Mel".... did not explain that "painting the walls" was this "backing" that they keep referring back to as that is how they are getting away with the scam. My senior citizen mother was merely there to let them in...and they have some nerve mentioning her, she had NOTHING to do with the sale or the contract. Please let me know if I have anything else to do with this case. *** refund of my money.
Sincerely,
Jody
I ordered an everyday closet storage unit for my home and when the installer completed the job, I was horrified at what a terrible job he did. There was a gap where the unit should have been flush to the wall, the shelves were totally misaligned and uneven, all the top edged shelves were protruding from the edge of each section (the wood was totally exposed from the side where it should have been even and smooth) and one shelf was pushed out so far I wonder how the installer thought it was a good job. I pointed out all these imperfections to the installer and he said there was not much he could do about it. I took photos and call it in to complain. An appointment was scheduled the following week. The same installer came out, he screwed the unit to the wall to close the gap. He used two visible brackets to screw the back of the unit to the wall so tight that the shelf will not lift to adjust the height if needed. Once again, I asked about the top edge shelves protruding and he said he could not do anything about it. No one from the company called to followed up or ask how everything looked. I get angry each time I look and the terrible craftsmanship performed. I would not recommend this company to anyone. This was a small storage unit that should not have been any problem to install, it took an hour for the installer to complete. I would like this company to give a refund to compensate for the terrible job that I am stuck with.
Closets by Design would like to make all installations go perfectly. Unfortunately, we cannot be responsible for the existing walls of the client. It is impossible to tell until the day of installation how much a client's walls are out of level or square. Since our units must be plumb, level and square to go to the existing space, it may look slightly off, to accommodate those wall imperfections.
Closets by Design has been to the client's home to try an remedy some issues. We are willing to give the client a $100 refund in the spirit of good customer service.
I signed a contract on 5/3/2018, I was told the earliest installation date is 6/7/2018, this is 30 days after, they insist refund can only be done within 30 days, however, they messed up stuff, it was finally installed on 7/10/2018, 67 days after contract. When I got a quote, I specifically want floor to ceiling height, round edge look (which is $100 more), however, the contract says every day look, I did not ask, I confirm with consultant, this is what I want. After installation, it is not floor to ceiling, they said there is a fine print saying as close as possible, why the consultant did not point it out. Also there should be a board between double hang, however, it is missing, they said I already signed off, there is nothing to do. I told them missed a valet rod, they say it will be installed next time, I said I don’t need it any more, just give me refund, they said passed 30 days, but the installation is 67 days later, why you guys forget the valet rod? This company is very misleading customer about their production and installation.
Closets by Design apologizes for any inconvenience caused to the client. Regarding her installation, following are the facts:
*Client signed off on the contract and all drawings. The number of days of cancellation for the contract is 3 days, not 30, according to state law.
*The drawings very clearly state the height of the unit and the height of the ceiling. The fact that these numbers do not match shows that the unit was never intended to be the same height as the ceiling. In fact, it is nearly impossible for the unit to be the same height as the ceiling due to imperfections in the floor and ceiling and the depth of the unit. Closets by Design does not build units exactly to the ceiling for this reason. Even houses built very recently will have settling and therefore different heights in the same room.
*Regarding the missing shelves, it is clear on the drawings and in pictures that we gave to the client that there is no middle shelf above the middle rod. The reason for this is that it cuts down on functionality of the unit.
*The valet rod was forgotten originally due to the fact that it was a later add-on by the client. It was taken back to the client at her earliest convenience, which she promptly refused. Since all products are custom ordered, the client was not eligible for a refund.
In the spirit of customer service, we will refund the client the $76 paid for her valet rod.
Thank you for your time. I am not sure what your installer stated on the work order for June 17th but there was no work done at all. He did leave pieces of wood that should have been installed but instead just left them behind. Not to mention his very first words were he was unprepared and again wanted to improvise the broken pieces. This is unacceptable! June 2nd, your Senior installer pointed out all the imperfections and made X's on several pieces that should have never been installed. At what point for does your company take responsibility for your employees actions?! Honestly, I feel horrible about all of this and I just cannot do business this way. I have asked Corrine to pick up the closet. Please understand that this is not personal but business should not be handled this way.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Jennifer [redacted]
Good afternoon, Closets by Design apologizes that we were unable to add locks to Ms. [redacted] unit as per her request. Closets by Design went to Ms. [redacted] home on March 8 and again on March 22 to attempt to install those locks. Unfortunately, the locks that Closets by Design has would...
not fit her unit that was built 7 years ago. We sought out several solutions to Ms. [redacted] request from our vendors and did not come up with a solution that fit. We have a date set for Ms. [redacted] on May 31 to replace the panels that were damaged in an attempt to put the locks in. Closets by Design will also refund her the $150 that she paid for those locks and give her a $50 gift card for her inconvenience
We have cancelled Ms. [redacted] order as of March 7, 2018. We also refunded her money on that day. Due to the amount of fraud in the marketplace, we have put a 10-day waiting period in place from the time a client cancels to the time that we refund money. This avoids a double refund...
to the client by the client disputing the charge and getting a credit, while at the same time, the company issuing a refund and the client getting a credit.
Dear Sir or Madam, First, we would like to thank Ms. [redacted] for her business and apologize for any inconvenience we may have caused her. Second, it must be understood that in the custom-build industry that there are times when there are slight modifications after the original...
drawings/installation that are due to circumstances that are unforeseen. The original installation dates were the 18th and 19th of May. On the 19th of May Ms. [redacted] called our office to inform us that she was unhappy with some chipping, a couple of aesthetic issues and that she was missing a jewelry tray. A service date was set for May 27th. We went to her home on May 27th to inspect the installation and to perform repairs. While there Ms. [redacted] gave us a list of additional problems with the installation. Since we were not prepared for the new list of things to be repaired, we set another service date. On June 17th we were able to service the majority of Ms. [redacted] problems. We called the client on Monday, June 19th to ensure that everything was done as planned. Ms. [redacted] informed us that she was not happy with the service because of an accent top shelf that was not put in due to special circumstances. At this point the client informed us that she did not want us to finish the work. It is our responsibility to make the client happy by finishing the order. The client not letting us back in is preventing us from doing just that. We have offered her a $100 gift card for her inconvenience but she has refused it also. Ms. [redacted] does have a functional unit of ours that needs some minor repairs that we are more than willing to do. At this point she has refused to let us in, refused the $100 gift card and reversed the charges on her credit card. Therefore Ms. [redacted] is now in possession of a Closets by Design unit that she has not paid for. We are simply looking for the opportunity to remedy the situation. We appreciate your attention and help in this matter. Best Regards, Brian [redacted] President
Complaint: 11936720
I am rejecting this response because: there has not been any attempts to call me as stated in their response. I'm not sure what phone number they are attempting to call since my phone number has not changed. It is interesting to me that in your response you say that the closet itself is melamine but the drawers are vinyl. It strictly says white melamine on my order. Had I known that the deco drawers were a different material I would not have bought a custom closet from Closets By Design since it's pretty important to me that the closet is the same color throughout. You mention it's the "industry standard" however your sales person never mentioned that the closet would be made using 2 different materials and therefore are 2 different shades of white. You did not resolve the issue when I contacted you back in July. Yes, you said you could change out to a different color and when I responded back to that asking you if that meant that I would still have 2 different colors for the closet and deco drawers I Never recieved a reply to my question. You didn't me offer anything!! Ironically, I got a phone call from you asking me to write a good review for you all on Yelp and you would give me a $200 gift card. When I told her that of course I couldn't give a good review seeing that no one has done anything to fix the issue at hand and she clearly was embarrassed that she had called me by mistake! How is it that you'll pay people for good reviews but won't do anything for a customer who is unhappy??Also, you state in your response that your "plan was to send out new pieces of deco to see if those better match the melamine installed". So, 7 months later you are now saying that you have deco to match? How is this possible when you've already admitted in your response that the deco drawers are vinyl and the closet is meleamine? Again, this is not in my contract and the sales person certainly didn't tell me they would be 2 different materials. Had they said that I WOULD NEVER HAVE BOUGHT A CUSTOM CLOSET FROM YOU.I am asking for an apology and a refund. Let me know how you want to proceed.
Sincerely,
Debra [redacted]
Mr. [redacted], Your gift card was emailed to you on June 9th. It may have went into your spam or other folder. The link was re-emailed to you on June 26th. We apologize for the inconvenience. There are times in the custom build industry when an additional trip or two is necessary to finish based on the circumstances the installer is faced with. Our installer was there on the agreed upon service date, albeit a couple of hours late and for that we have provided you with the $100 gift card. Holes in the walls are part of the normal course of closet installation and therefore is the reason why it is the first clause of the contract you signed. While we try to minimize this as much as we can, some wall damage, due to the nature of what we do, can occur. While the company is not prepared to give further compensation, we will be more than happy to give you $250 off your next project.
The installation as planned and signed off on by the client has been completed. The client asked for backing to be added after the fact to hide blemishes on her wall. We offered her a below-cost rate to do so in an email that went out on July 23 and again on July 25. The client...
did not respond to the affirmative that she wanted the backing. We called the client on August 2nd and now, after 5 months client has found additional things that she wanted taken care of. We have gone back and forth several times to help the client and since putting in two phone calls on the 16th and 17th of August, have not heard from the client.
We are willing to put the backing in at no cost and fix any errors. We simply need to hear back from the client as to when we can make this happen.
Initial Business Response /* (1000, 5, 2015/10/19) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@closetsbydesign.net
Mr. [redacted],
Thank you very much for your feedback. I apologize for the inconvenience that this has caused you. At...
Closets by Design, 90% of what we do is in house..the other 10% we must rely on our suppliers to supply a good, up-to-standard product to us. In this case our supplier failed to do so and instead of giving you this sub-par product, we are waiting to provide you with the best product when it comes in.
That being said, we take full responsibility for everything that happens regarding our units at your home. We have scheduled you for November 4th for our Installation Supervisor to come out and finish your unit.
Please accept our apology and a $200 credit off the balance of the unit.
We look forward to putting in an excellent product for you on November 4th.
Thank you.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They were able to accept blame for what happened but more importantly took steps to make things right. I really appreciate that and I am happy with the end result.
The remote locking jewlery drawers they installed our master closet are it working.
After numerous phone calls they finally sent a guy out who was unable to fix the remote locks. They said the only solution was to install key locks. After DRILLING HOLES in my closet island they determined that the locks they had would not fit. They left me with holes in my drawers/island (which they charged my credit card $150)
They were supposed to either find and instal a lick that would fit or replace the panels they had drilled holes into.
We have made many many unreturned calls and this remains unresolved.
This has dragged on for MONTHS.
Good afternoon,
Closets by Design apologizes that we were unable to add locks to Ms. unit as per her request. Closets by Design went to Ms. home on March 8 and again on March 22 to attempt to install those locks. Unfortunately, the locks that Closets by Design has would not fit her unit that was built 7 years ago. We sought out several solutions to Ms. request from our vendors and did not come up with a solution that fit.
We have a date set for Ms. on May 31 to replace the panels that were damaged in an attempt to put the locks in. Closets by Design will also refund her the $150 that she paid for those locks and give her a $50 gift card for her inconvenience
Closets by Design apologizes for any inconvenience this may have caused you and we value you as a customer. Closets by Design has 40 franchises throughout the US and we all use the same supplier for our Deco faced drawers and doors. The wood is same for all installations; it is the type of covering on the wood that can make it seem like it is a different color. If you go to a paint shop and order a certain paint color, it may seem like it is a different color based on whether it is a matte or semi-gloss finish. The difference in color you may be seeing could be based on this and the lighting in the room. We offered to come back out (we called you on your phone number ending in 0382) but did not get a response. We are surprised by the lack of communication by the client before this grievance has been stated. Previous to this, our last correspondence was in July of 2016. We had not received any communication after this time, so we thought the matter was closed. As stated before, I am more than happy to come out and investigate further. If there is something that can be done, we will attempt to rectify the situation. Please let us know when is a convenient time to make this happen.
Initial Business Response /* (1000, 5, 2015/10/19) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@closetsbydesign.net
Mr. [redacted],
Thank you very much for your feedback. I apologize for the inconvenience that this has caused you. At Closets by...
Design, 90% of what we do is in house..the other 10% we must rely on our suppliers to supply a good, up-to-standard product to us. In this case our supplier failed to do so and instead of giving you this sub-par product, we are waiting to provide you with the best product when it comes in.
That being said, we take full responsibility for everything that happens regarding our units at your home. We have scheduled you for November 4th for our Installation Supervisor to come out and finish your unit.
Please accept our apology and a $200 credit off the balance of the unit.
We look forward to putting in an excellent product for you on November 4th.
Thank you.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They were able to accept blame for what happened but more importantly took steps to make things right. I really appreciate that and I am happy with the end result.
Initial Business Response /* (1000, 5, 2015/08/21) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@closetsbydesign.net
Ms. [redacted],
We apologize for the inconvenience this has caused you. It was not our intention to forget about you, which was the...
reason why our installer was there on July 17th to fix a couple of the issues. Unfortunately we were not in receipt of your message on July 21st, which is the reason why we have not gotten back to you. Certainly a follow-up phone call would have expedited your service call, just like the previous circumstance, as it is not our policy to ignore clients.
As you are aware, a service date has been set for 8/27 with our senior installer.
If there are further issues, please do not hesitate to contact our office at: XXX-XXX-XXXX.
Best regards,
Brian [redacted]
Firstly, Closets by Design thanks Ms. [redacted] for her business. Customer service is something that we take very seriously. While we understand that we will be unable to resolve all customer issues to the client’s satisfaction, we do strive to do so. In the case of Ms. [redacted], it must be...
noted that more than 60% of our business deals with white melamine. This is true for the entire industry. This is the very first complaint we have ever gotten that the shade of white on the deco faced drawers doesn’t match the color of the wood paneling. Lighting, shading and overall in the room can change how the white appears. The wood paneling is melamine, while the deco drawers are vinyl. The fact that they are different materials can also affect the shading difference and ensures that they will never be a 100% exact match. Closets by Design does the entire installation, with no subcontractors, so this differential is not due to something we have done or provided, it is simply the industry standard. We attempted to resolve this issue to the client’s satisfaction via email and phone on 7/1, 7/5, 7/8 (live inspection at the client’s home), 7/13 and 7/22. We apologized to the client stating that there was nothing we could do, other than to change the entire unit’s color. In changing the entire unit, we would have to charge the client for a rebuild, as it would be impossible to just change the color. Since the date of this correspondence, we have contacted the client on 3 occasions to attempt to resolve this: 1/18/17, 1/20/17 and 1/25/17. The client has not returned any phone call. If the client had returned our phone call, our plan of action was to send out new pieces of deco to see if those better match the melamine that has been installed at the client’s house. If it had been acceptable to the client, we would have switched out those pieces at no cost to the client. Closets by Design will await a response from the client on a date and time that we can take out more samples to see if there happens to be a better color match.