Closets by Design

***Corresponding documents attached.The allegations regarding in incorrect countertop is not correct nor accurate Closets By Design has provided the Client with a counter top as per the specifications as per the agreed upon Client-approved Drawings and Contract.Background InformationThe Contract detailing the countertop - as well as detailed Drawings of the countertop are attached See attached Contract - Attachment A See attached Drawings - Attachment B The Client had knowledge of the product and design, and signed documents agreeing to the Contract and Drawings The Client signature on the Contract as well as on the Drawings have been circled for your convenience.Language on the Contract also references the attachment of drawings and designs In the Contract Terms and Conditions Item #reads, "All closets are custom built to specific plans Attached to the contract are your specific plans that you have reviewed, approved and initialed......" The Client has signed the Contract that includes this language The Client signature on the Contract has been circled for your convenience, and Item #has been marked with an asterisk.All Closets By Design systems are custom made per order The countertop was manufactured according to industry standards Closets By Design does not sell nor install any "off the rack" merchandise Thus, the Contract Terms and Conditions Item #reads "I agree that this job involves custom made items and that once my order is in production, there are no refunds or credits allowed." And again, the Client has signed the Contract that includes this language The Client signature on the Contract has been circled for your convenience, and Item #has been marked with an asterisk.The Client picked up the countertop on March 3, 2016, as per language on the Contract See attached Contract - Attachment A This information has been circled for your convenience In addition, the Client has signed the Order Pick Up document, acknowledging the order pick up See attached Order Pick Up Confirmation - Attachment C The Client signature on the Order Pick Up Confirmation has been circled for your convenience.Following the pick up, the Client has been in contact with Closets By Design regarding his interest to have the underside of the countertop modified Closets By Design has extended an offer to assist with that modification - even though the modifications are outside the industry standards for countertops.ClosingClosets By Design has been a Minnesota company since the mid 1980s Our brand name is part of a national company A review of our business operation and client relations will reveal a highly regarded company Angie's List has all positive reviews of Closets By Design Minnesota - and they are all client generated.Closets By Design takes pride in our product and understands the importance of servicing the customer The Closets By Design provided a countertop as specified in teh Client-approved Drawings and Contract.Thank you,Sarah M [redacted] Closets By DesignEnclosures

Complaint: [redacted] I am rejecting this response because: The owner of the company agreed to a dissolution of the contract of work not performed minus $for commissions already paid No email was received after the conversation with owner, as discussed There was never a personal expletive used toward any employee, as in last response, and to state that is slanderous We chose not to work with a company with no integrity which is the reason the credit card company was notified due to lack of response from a manager, which was repeatedly promised This issue will be considered resolved as long as the credit from the second order, that our credit card company took care of, is posted, Sincerely, [redacted]

We resolved this complaint a week after it was filed sans-serif;">We came back the next week and put in the missing draw fronts We gave her an agreed upon discount We apologized to her [redacted] President Closets By Design Carlstadt, NJ

This clients first closets were installed May 10thThe closets were installed according to the drawings the client approved and initialedAfter the fact, the client wanted part of their closet taller and instead of arguing we rebuilt the section at our costThe materials used are the same materials the client held in her hand when selecting her colorThe material she picked was never represented as real wood and the presentation sheet on which the client made her selections clearly specifies the materialsClosets by Design does sell real wood closet systems at a far higher price - 150% higher - that product line was not selected by this clientOur prices are competitive in our market.The client did attempt to cancel their second contract several weeks after signingOur contract states that a contract can be cancelled without penalty or obligation within three business daysThe clients phone calls were returned by the appropriate person on every occasion but the client did not like the answerthe last phone call from the clients husband was vulgar, misogynistic, abusive and resulted in a traumatized office employeeSome of our incoming phone calls are recorded for quality assurance and after listening to the call the owner of the company called the client within minutes to resolve the issueThe client did not answer and a voicemail was leftThis phone call occurred over an hour before this complaint was writtenCopies of paperwork minus personally identifiable information as well as recorded phone calls are available to anyone concerned with this issue Closets by Design feels this complaint is unjustified and inaccurate at best

I am rejecting this response because:The counter top was not produced to fit over the existing furniture as requested The top width of the cabinets measure 39.75" as shown in the drawings The underside of the counter top is constructed with 2" wide mdf around the entire perimeter of the structure leaving a width of 37.75" between the reinforcement pieces on the underside which leaves a shortage of 2"The attached photos show how it does not fit over the top of the furniture as the underside of the counter top is too narrow It was the suggestion of the designer from Closets by Design to either 1) remove the tops of the furniture to make the counter top fit, 2) to cut off the front edges of the furniture to make them fit or 3) Closets by Design would modify the underside of the counter top by routing out 1.25" of material from all sides so counter top would fit over the furniture As stated, #does not meet industry standards and we are unwilling to have a modified counter top which does not meet industry standards per Closets by Design statement when we paid for a product that was intended to meet those standards We are also unwilling to cut or take off parts of the furniture as the order was placed with the intention of the furniture to remain in tact and as originally measuredAttached are photos which clearly show how adequate space was not allowed for the counter top to fit over the existing furniture In addition to the counter top not fitting, one corner is damaged The counter was not wrapped or protected in any manner when it was picked up.The statements that it was constructed according to specifications may be true however, the designer's construction specs did not allow for the 2" mdf reinforcement strip around the perimeter and were obviously communicated incorrectly to their production team It is not the responsibility of the customer to understand the nuances of the construction requirements and tell the designer they have not adequately allowed for the reinforcement boards on all four sides -- how are we to know how the product is built? It is our expectation that when we order a custom product and "not off the shelf" that it will fit and be usable and the designer will provide adequate directions and measurements to meet the customers requirements At this time I am not able to use my work table top as the current counter top is sitting at an angle on the furniture top I have been unable to use my work space for over one month.We are requesting Closets by Design to come to our home to personally inspect the counter top that does not fit and to make us a new counter top that fits according to what we ordered and paid in full There has been no offer of anyone to come out and look at it or fully understand why it does not fitThe only person to return our calls and email to the business has been the designer who has not provided an adequate solution to the wrongly constructed counter top and in fact has made this our problem as if this was our fault! We have contacted Closets by Design directly by phone, left a message plus sent an email through the sales info email to reach the owner and also had several conversations with Myra [redacted] in Franchise Customer Service with no direct response from the owner as of this date.As stated above, we are requesting a new counter top that fits to be built and delivered to our home

This was the WORST company to deal with bar none! I built a house from the ground up and never had more hassle than I did with this company From start to finish ( and not finished yet) they have been a nightmare to deal with SEVERAL phone calls to both customer service and the OWNER ( never returned my call) they are so disorganized Today was supposed to be the final piece which is a hamper and they even got that wrong I waited weeks for a hamper! Supposedly it was broken upon delivery but seriously, it took weeks to order another one I did cancel delivery due to work and then I had to wait another weeks Like my Mother always says " you get what you pay for" and the advertising in Valupak should have been my first clue that this would be a disaster!

I had so many issues with the people in this company that the process was exhausting for meThe quality of the materials is cheap and just a year after installation I called to have a faulty lock replaced, it was broken when installed, molding was never attached properly meaning it was just placed on top of the unit and not glued or nailed, the front shoe lips came off and upon inspection are held on by two flimsy nails, the drawers in my jewelry case are crooked and separatingThis company had to come to my home numerous times because they did not install and measure properly in the beginning and the owner , Brian G***, gave me items that I SHOULD have received with the package I bought but tried to lie and make it sound like he was giving me a great deal when I was scammed from the onsetThe owner Brian G [redacted] told me to remove my original FB post explaining the painful process and refuses to honor the companies LIFETIME WARRANTY because I did not remove the facts on the FB postI looked through my emails and do not remember getting any emails from Brian and the company knows I have major medical issues and is taking advantage of meThe manager in the warehouse John, was from the beginning of the process, rude and condescending to me and extremely difficult to work withHe acts like he is doing you, the customer a favorI paid approximately over $10,to this company and have been treated so rudely and unfair it is sickThey do not belong in businessSo the question is, the owner says that because my FB post was not removed in a timely manner, he is refusing to honor his companies lifetime warranty...knowing that I was extremely ill at the time and some time afterI tried to remind John and Brian of this to no avail but as usual they did not care and hung up on meWould you do business with a company like this?

I am rejecting this response because: The company states I ignore texts, calls and emailsPer my phone, text & email records, they have not attempted to contact me"There is no response from the client." The designer contacted me once, on day of installNo one else ever hasFeb Two men arrived and went to workI made them coffee & did not superviseWhen they were nearly done I looked at what they did, texted the designer with concerns re the work and a short while later re billing errors and then refused to sign payment authorization due to the contract items unfulfilled as I had noticed to that pointI asked the installer to have the office call me to address these itemsThe installer acknowledged my request - but the office never didInstead they attempted to run the disputed charge in fullI shut down the card and at that point, the designer called me to repeatedly state I had to pay them in full, discrepancies, errors and requests for contact notwithstandingWe got nowhere, so I asked for a call from someone else in their officeNo one calledNo one ever has"The allegation that Closets By Design charged the client credit card without their knowledge is incorrect" When the installer requested my signature on the statement of balance due, I specifically refused given that the company had not fulfilled the work agreed to in the contractI asked for a call instead and tried repeatedly to get them to correct their workI reject their position that a client be held to a contract a vendor did not fulfillFeb I called the office (763.519.1171) twiceFeb I called the office twiceIn between I received the only communication to date: a memo demanding payment in full, still uncorrected to reflect the incorrect rods/destruction of antique trim/failure to "notch" as orderedPictures attached Feb No one from the company had contacted meI called and spoke to an EmilyShe too insisted I had no option but to pay in fullI stated that my goal was to get them back to replace the antique trim torn off, rather than "notched" as ordered, the bill corrected to reflect work not done correctly & requested a follow up to scheduleI sent pictures showing the trim had been removed/the wrong rods installedThis email, and every email since, was unacknowledged"Their allegation that the hanging in the closet does not work is inaccurate" Feb In anticipation of scheduling repair, I still had not moved into the closets and did not yet realize the design in the master was non-functionalPictures attachedFeb I emailed again Feb I called the office and emailed againMarch I called the office again, spoke to a different woman who said she'd have Emily - or someone - call meNo one ever didHours later I emailed them and noted that due to their refusal to contact me, and the fact one closet was non-functional, I took their silence to mean they considered the matter closedThat night, I returned to the Revdex.com site to see if I had misread their rating and initiated this disputeGiven the totality of Closets By Design failure to deliver any customer service, the fact that they lied in their response to my complaint, and the state they've left my closets in, I again request their rating be dropped pending the conclusion of this processSincerely, Elizabeth [redacted] Pictures attached

From the onset of ***’s complaint, she is deliberately misleading. She has left out significant andpertinent facts. The reason that the installers did not show up on January ***was because the Blizzard of 2015 dumped 2 feet of snow on Long Island theprevious day: Long Island was... virtuallyparalyzed. As the storm was bearing downon the New York Metro area, we proactively called [redacted] to warn her that theblizzard would cause delays in our installation schedule – she was unsympatheticand demanded that we show up on the [redacted] even though a state ofemergency had been declared and, even after it was lifted, Long Islandofficials were imploring the residents to stay off the roads. On January ***, we sent extramanpower to attempt to finish the job within the originally-promisedtimeframe. Unfortunately, the residualproblems caused by the storm made it impossible to accomplish. We were in constant contact with the customerthroughout the process. During thosecommunications, [redacted] and her husband both proved to be foul-mouthed andabusive to our staff members. Nonetheless,we continued to be apologetic and worked diligently to resolve the delay, but [redacted] continued to be threatening and abusive. As recent as earlier today, we have proposed dates to return and otherpotential resolutions such as partial refund, but [redacted] is unresponsive. We have conducted ourselves with courtesy and professionalismeven after the verbal assaults on our staff – words so offensive that I can’tprint them in this response. We have andwill continue to work within the terms of the contract to complete the job.

The phone call was returned by the client to a message I had left hours before (I am the owner of the company)The clients husband and I negotiated a settlement which did not include cancelling the contractThe agreement was that with his written approval to an agreement I would email him within the next day or so, we would refund a portion of their depositThe client agreed that his wife had signed a legally binding contract, and agreed that they tried to cancel far after their right of cancellation had expiredThe clients husband agreed that they were purchasing a service as well as a product and that a good portion of the service had already been performed by our companyThe entire phone call is recordedThe client disputed the credit card charges before the agreement was sent or approvedThe client is aware that they already have all of their deposit back and this last response from them was written days after they disputed their credit card chargesWe can't return money that is disputed or that we don't haveIt is disingenuous to continue to use the Revdex.com to request a resolution that has already occurred From the clients very first phone call to attempt to cancel their contract they were told that work was already underway, that their right of cancellation had expired weeks before, and that they could not cancel their contractThe designer did offer to make changes to the materials or design but was refusedI am attaching the contract, proof of design, office and production work already performed, as well as the clients cc dispute dated 5/19.The clients husband was absolutely abusive, at one point calling the call center employee a " [redacted] " After listening to the recorded phone call I decided that we did not want to work for someone who behaved this way and I called the client to attempt the resolution

Please see attached business response

I live in [redacted] and bought a Rhino rack from CargoGear through the internetProbably because of my fault, I got the wrong rackWe discovered this after my husband cursed the thing, sure that something was wrong I called CargoGear and got a call back immediately from a kind saleswoman who left me a messageWhen I called back, the saleswoman was not available, but the equally kind gentleman looked up my invoice and automatically understood the problemWith a few quick questions, he was able to acertain that I had the wrong installation kitHe assured me that it was common to get mixed up with these kits and helped me feel less like a knucklehead He arranged to immediately send out the correct kit at no cost to me Wow! It arrived soon, and it now sits happily on my Subaru(My husband only cursed a little this time.) On top of the great, fast service, they sent me a free shipping label so that I could send them back the incorrect installation kit, which I am about to do This is your old fashioned, customer is always right kind of companyI highly recommend this place! [redacted] , [redacted] **

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Closets by Design never finished the job after taking full paymentWe had to go and hire our own contractor to finish what they startedWe needed to purchase additional materials on our own because closets by design did not deliver all of the materials for the closets, and when our contractor went to pick up all our missing materials on Tuesday 2/**/15, they refused to give him our stuff, all of which is paid for in fullThey were well aware of him coming on our behalf
Just to clarify, the looming snowstorm hit Long Island on tuesday 1/**/15, not Thursday 1/**We received about 8-inchesAll was back to for Wednesday 1/**/Funny thing is if you check *** about closets by design, they quote weather problems quite regularly to defend why they don't finish a job, or show upOur install was scheduled for 1/** and 1/**/They only showed up on 1/**/for about 3-hours.what extra manpower, installers came, not one closet was finished, and one wasn't even startedIn fact the one not even started, turned out to be measured all wrongOur contractor had to cut down every shelf to fit the closet correctlyWe will only be resolved with this complaint once we receive a full refund
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** And *** ***

I am rejecting this response because:This is completely untrue. "Closets by Design worked diligently with client to address needs and concerns from the time of install Now that this issue has been raised, which we did not know about until receiving notice from Revdex.com, we will be in touch with the client to address and coordinate their concerns She, at the time of install, decided she did not care for the style of doors and drawers."This is completely untrue Before the install was even completely I notified the designer, Pat, of the error All drawers were supposed to be shaker style They installed two shaker, one flat I immediately disputed with the office and designer Their solution (which came a month after install) was to replace the two drawers that were shaker to flat drawers because they could not build the drawers shaker (even though it was designed that way and paid for that way, so error on their part) "Closets by Design, at no cost to the client, made modifications to her project and adjusted the price as well." I paid for shaker drawers and received flat drawers, so this is also false Their 'fix' was not what I requested, they refused my request to make all drawers shaker.Also, I have so many phone calls, emails dating back to November and text messages back in October stating the errors, so this is not the first they have heard of the complaint

Initial Business Response /* (1000, 8, 2015/09/02) */
Closets by Design is a contractorWe write and execute contractsOur clients are fully protected by the contract and are guaranteed to receive the goods and services that they orderOur clients are also bound to the terms of the contract
which they agree to by signing and initialing as legal adultsClosets by Design's clients have the right to cancel their contract within full business days from signature and receive a full refund without penalty or obligationThese terms are clear and present on the front page of our contract with all necessary contact information and procedures explainedIn this specific case the contract was signed and executed on August 15th and the attempt to cancel was made days laterThere was no longer a right to cancellation and the terms of the contract were legally binding
The stated reason for cancellation was the client did not want to wait for the installation date that they had agreed to in writing on the contractClosets by Design worked very hard and opened up an installation date almost three weeks earlier which the client turned downIt is also important to remember that the client was given the opportunity to receive full value for their contract had they simply allowed it to move forwardThe client in this case is the party responsible for the breach of contract not Closets by Design
It is important to note that all contractors who work by "free" consultation do so at their own risk and must front the advertising, and operational costs to do soThe salesperson must also at their own risk front the labor and time in order to design and sell the productA consumer is free to make buying decisions and can choose to place an order or move on to the next company without obligationWhen a contract is written and moves beyond the right to cancellation the parties are, and should be, compensated for their expenses and effortsThese are real people who are doing real workWhen a contract moves as far along as this one did there are many others involved who do actual work to make the contract happenThis job had already moved through the office staff who organize the paperwork, make multiple files, verify dates, payments, and signaturesThe job then goes to pre-production where another person price checks, plan checks, and writes production questions and emails the parties involvedThis represents hours of labor, and is beyond the nearly hours the salesperson had in the job already
Our contract clearly states that there are no refunds or credits allowed, however, we wanted to be fair and return a reasonable portion of the clients deposit and generously agreed to do soThe total contract was for $and we are retaining 10.5%This client signed and agreed to the terms of the refund that they are now complaining aboutThis is the second written agreement they are attempting to breakWe would like the complaint removed from our record as it is not fair and was not made in good faith
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 10, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please have the merchant point out exactly where in the Contact it states "there are no refunds or credits allowed"(see attached copy of the Contract)
The only reason I signed the second agreement is because the Designer's email stated if I did NOT sign the Change Order for the "Expenses" they were going to continue with the original contract which I do not want - I did not want to sign the second agreement but I felt I had no choice(see the attached email)
Final Business Response /* (4000, 12, 2015/09/15) */
Please note: Our contract is one page and there are only terms and conditionsThe contract is clear and concise and there is no fine print
Our designers go over the terms and conditions with the client as you can plainly see by the initialed areas within the terms and conditions(contract attached - personal info redacted)
Line #of contract: Notice of cancellation: You may cancel this transaction without penalty or obligation, within business days from the contract dateAny notice of cancellation must be signed, dated and delivered in writing to Closets by Design, *** S*** *** *** A - *** Colorado XXXXX
Line #I agree that this job involves custom made items and that once my order is in production there are no refunds or credits allowed(when the cancellation period ends, work begins as we explained in the previous response - the job was in production)
Client did not cancel within days therefore the contract was legally binding for the full amount $Closets by Design generously offered to refund the portion of deposit that was unused and write down 90% of the contract valueThe client agreed and signed BEFORE they registered this complaint(Agreement attached - personal info redacted)
Until the second agreement was signed by the client Closets by Design was legally obligated to proceed with the contract as written and the clients obligation would have increased day by day as work proceededCBD is legally obligated to meet the deadlines and produce work as specified by contract
The client has made two agreements with our company in writing and has now attempted to break both of themWe feel these actions are in bad faith

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Closets by Design worked diligently with client to address needs and concerns from the time of install.  Now that this issue has been raised, which we did not know about until receiving notice from Revdex.com, we will be in touch with the client to address and coordinate their concerns.  She, at...

the time of install, decided she did not care for the style of doors and drawers.  Closets by Design, at no cost to the client, made modifications to her project and adjusted the price as well.  We are happy to address the issues raised at this time.  Her needs are important to us.  We will follow up with the client from our main office at (763) 519-1171 in the coming week.Transcribed by Revdex.com staff.

[redacted]'s demand that we issue a full refund, given that 90% or more of the contract has been fulfilled, strikes me as unreasonable.  Our original good faith offer of a partial refund still stands.

I am rejecting this response because:The counter top was not produced to fit over the existing furniture as requested.  The top width of the cabinets measure 39.75" as shown in the drawings.  The underside of the counter top is constructed with 2" wide mdf around the entire perimeter of the structure leaving a width of 37.75" between the reinforcement pieces on the underside which leaves a shortage of 2". The attached photos show how it does not fit over the top of the furniture as the underside of the counter top is too narrow.  It was the suggestion of the designer from Closets by Design to either 1) remove the tops of the furniture to make the counter top fit, 2) to cut off the front edges of the furniture to make them fit or 3) Closets by Design would modify the underside of the counter top by routing out 1.25" of  material from all sides so counter top would fit over the furniture.  As stated, #3 does not meet industry standards and we are unwilling to have a modified counter top which does not meet industry standards per Closets by Design statement when we paid for a product that was intended to meet those standards.  We are also unwilling to cut or take off parts of the furniture as the order was placed with the intention of the furniture to remain in tact and as originally measured. Attached are photos which clearly show how adequate space was not allowed for the counter top to fit over the existing furniture.  In addition to the counter top not fitting, one corner is damaged.  The counter was not wrapped or protected in any manner when it was picked up.The statements that it was constructed according to specifications may be true however, the designer's construction specs did not allow for the 2" mdf reinforcement strip around the perimeter and were obviously communicated incorrectly to their production team.  It is not the responsibility of the customer to understand the nuances of the construction requirements and tell the designer they have not adequately allowed for the reinforcement boards on all four sides -- how are we to know how the product is built?  It is our expectation that when we order a custom product and "not off the shelf" that it will fit and be usable and the designer will provide adequate directions and measurements to meet the customers requirements.  At this time I am not able to use my work table top as the current counter top is sitting at an angle on the furniture top.  I have been unable to use my work space for over one month.We are requesting Closets by Design to come to our home to personally inspect the counter top that does not fit and to make us a new counter top that fits according to what we ordered and paid in full.   There has been no offer of anyone to come out and look at it or fully understand why it does not fit. The only person to return our calls and email to the business has been the designer who has not provided an adequate solution to the wrongly constructed counter top and in fact has made this our problem as if this was our fault!  We have contacted Closets by Design directly by phone, left a message plus sent an email through the sales info email to reach the owner and also had several conversations with Myra [redacted] in Franchise Customer Service with no direct response from the owner as of this date.As stated above, we are requesting a new counter top that fits to be built and delivered to our home.

I am rejecting this response because: The company states I ignore texts, calls and emails. Per my phone, text & email records, they have not attempted to contact me. "There is no response from the client." The designer contacted me once, on day of install. No one else ever has. Feb 13 Two men arrived and went to work. I made them coffee & did not supervise. When they were nearly done I looked at what they did, texted the designer with concerns re the work and a short while later re billing errors and then refused to sign payment authorization due to the contract items unfulfilled as I had noticed to that point. I asked the installer to have the office call me to address these items. The installer acknowledged my request - but the office never did. Instead they attempted to run the disputed charge in full. I shut down the card and at that point, the designer called me to repeatedly state I had to pay them in full, discrepancies, errors and requests for contact notwithstanding. We got nowhere, so I asked for a call from someone else in their office. No one called. No one ever has. "The allegation that Closets By Design charged the client credit card without their knowledge is incorrect" When the installer requested my signature on the statement of balance due, I specifically refused given that the company had not fulfilled the work agreed to in the contract. I asked for a call instead and tried repeatedly to get them to correct their work. I reject their position that a client be held to a contract a vendor did not fulfill. Feb 15 I called the office (763.519.1171) twice. Feb 16 I called the office twice. In between I received the only communication to date: a memo demanding payment in full, still uncorrected to reflect the incorrect rods/destruction of antique trim/failure to "notch" as ordered. Pictures attached.   Feb 16 No one from the company had contacted me. I called and spoke to an Emily. She too insisted I had no option but to pay in full. I stated that my goal was to get them back to replace the antique trim torn off, rather than "notched" as ordered, the bill corrected to reflect work not done correctly & requested a follow up to schedule. I sent pictures showing the trim had been removed/the wrong rods installed. This email, and every email since, was unacknowledged. "Their allegation that the hanging in the closet does not work is inaccurate" Feb 16 In anticipation of scheduling repair, I still had not moved into the closets and did not yet realize the design in the master was non-functional. Pictures attached. Feb 20 I emailed again.   Feb 26 I called the office and emailed again. March 7 I called the office again, spoke to a different woman who said she'd have Emily - or someone - call me. No one ever did. Hours later I emailed them and noted that due to their refusal to contact me, and the fact one closet was non-functional, I took their silence to mean they considered the matter closed. That night, I returned to the Revdex.com site to see if I had misread their rating and initiated this dispute. Given the totality of Closets By Design failure to deliver any customer service, the fact that they lied in their response to my complaint, and the state they've left my closets in, I again request their rating be dropped pending the conclusion of this process. Sincerely, Elizabeth [redacted] Pictures attached.