Closet Factory Reviews

I redesigned myself, but Michelle put completely different dimensions - she left 30 inches length for shirts. Shirts do not fit into 30 inches. Asked three times to change the dimension - she did not do what I asked. I refused working with her. As an expensive accessory was removed the price should have been changed, but manager Zena 'conveniently' forgot. I reminded and got a promise that a refund would be made. Over a month two inquires with Costco and no refund only phony promises that a refund will be made by the end of the week. 5-stars to scheduling department, engineers and installation guy Gene (great job, no mess, polite). Quality of the product is good.

-I was informed me that the work would take approximately 4 hours, so I had expected them to leave at around 1pm. Instead they completed at 3:30pm and appeared to be in a hurry to leave. This backed me up against my 4pm work meeting as well. -I was informed that the pieces would arrive pre-fabricated. However, the installers had set up power tools outside on the lawn to adjust any fittings. They had also set up equipment in my house and plugged it into a random outlet without my permission. This is a safety issue since power outlets could have been rated with different voltages. -The installers did not ask for permission and played loud music even though he knew I was working in the next room, with my door open. He didn't inquire whether the music was too loud. (It was). -The installers left equipment in my house which I was forced to provide storage for over the weekend.

-Upon completion, I was asked to sign pieces of paper that I did not get an opportunity to read. My signatures were therefore provided under duress, and the installers appeared to be in a hurry to leave. They had left one of the equipment in my living room in haste, per my earlier comment. They did not go over any of the work with me.

-No one advised me of the dust that would accumulate in the bedroom. As such, I had moved some of my clothes out of the closets to the bed. Upon completion, there was a thick layer of dust on my bed and clothes. The installers should have warned me to expect a heavy layer of dust so I could have covered my bed and things. Or the installers should have used their own tarp or plastic sheet to separate the work area or to cover the affected area. -No one advised me of the noxious chemical odor that permeated the space. As a result, I was not able to sleep in my room and slept in the living room for the next two days.

-NONE of the installations were flush with the wall. -The installers had ripped off a pre-existing closet railing, poking a hole on the wall that I had to fix. -The installers had caused scuff and scratch marks on non-work areas of my bedroom wall. -Tolerances were too tight on one rod. The installer placed rod at the highest setting, even though he saw that I am not even 5' tall. He just said that they were adjustable. After they left, I tried to adjust it myself; however, there was no tolerance on the rod. I had to wait another two weeks for someone to fix the rod. This unfortunate situation could have been prevented if the installer had taken the few minutes to ask me if there was anything that needed adjustment, and to demonstrate an adjustment.

We, unfortunately, did not notice it until the next day, so we called the office, and they pretty much told us too bad, after Julio installed said "if there are any issues, please let us know". They actually wanted to charge us more to have them come out and complete the actual job that should have been done right in the first place. They are the installers; they should know what is centered and not centered. So now this entertainment center is sitting 8 inches off from what it's supposed to be. Not only that, we have this BIG seam right down the middle that looks tacky.

I will attach the pictures, so you can see from the little pop-out from the top, the cabinet is not even straight with that nor the TV like they said it was. They charged our card for the rest of it so fast that we didn't even have a chance to approve the final withdrawal, SKETCHY. Plus, they didn't really leave the build cleaned up all that well. We had to wipe everything down. The more we keep looking at it, the more we are finding wrong ** craftmanship on a very expensive furniture. The top of the counter is even crooked, the left side sticks out over the drawers, and as you go down the top to the right side, the countertop is flush with the drawers. Also, they did not reinforce where the subs, and center channel will be as we were advised it would be, because the speakers and subs are heavy.

Original Review: Oct. 11, 2022

This company was awful and frustrating to work with. They never respond to emails or calls. Their installer put the handles (leather straps) on backwards on our bedroom cabinet. The holes that they drilled are too big and now the handles are loose. The installer drilled one of the holes on our living room cabinet crookedly, so I needed to put a piece of rubber around the screw to keep the handle from moving around. DO NOT USE THIS COMPANY unless you want to receive unprofessional, unsatisfying results.

CF tells us it's our problem. We are working with Costco to find a solution. Any company that does not honor their warranty in the first week, will never honor their 1 year guarantee. This product is one setup up from Ikea, but at a California Closet price tag. CC offers 100% support for years. Closet Factory does none of this. Buy at your own risk.

The lighting is tenuous at best. The project started May 2nd and we are still waiting for issues to be resolved. They have come to our house more than 6 times to resolve the same issues. Lingerie insert is a cheap thin plastic that they put in with tape! In calling the customer service center in California, we were told each Closet Factory is owned and operated locally, they have no control over locations and even suggested I get an attorney!! Worst experience we have ever had with a contractor, both personally and professionally.

I caught that before they left and have them remove but that damaged the cabinet from the nails they used. Then after they left saw two cracks in the desktop which is integrated into the whole system. So use they installed a cracked desktop. The material samples that showed in the designing did not look like what was installed. You can tell this is no different than Formica from the '80s. So I called about everything and found it would be a service call. The first call the service person was not able fix the desk with what they gave him. Asked me if I had brown shoe polish that might work (my face dropped) but was able to fix the draws. Only brought one of the valence rods. He called and that was going to be another service call.

Went to open draws. Two of the three worked and one did not work. Service team offered to uninstall and replace the integrated desktop. I said no and the reason why is they had so much caulked the bookcase and storage which the desktop was integrated that there would be a mess to fix the walls from all the caulk. Which they would not be responsible for. Another 3 weeks later another person comes out this time with a valance rod but it was not the correct one. So he installed the wrong one so I had something and taught me how to remove and install the valence rod so when they send me the one I could install it. Are you kidding me? I have to install. He fixed the draw in closet and then was able to hide the cracks. Looked good. So I thought.

Asked if I had to do anythings so it would not wash off. He said give it 24hrs. So I let a week go by and then cleaned up and when I did it washed off. Did not used anything but a damp rag to wipe down the surface. Well most of the stuff came off. There was the cracks again. I wish I can say the crack were hidden or spot of the desktop that I would not see it or could hide it. But it is right there as you sit down at the desk and at the corner when you walk into the room. So while waiting for them to come out for another service call they sent one, two, third valance rod to install. Why 3? Because they send the wrong ones. While waiting to have them schedule a call because they could not meet at that time I was available. With the holidays the the bottom fell out of the file draw.

I reached out to the designer to tell them how bad things are. The service person emailed me. I don't check this email regularly and let them know to call so we can schedule. I gave a couple dates and time. Asked them to call. She continued to email me where she gave me a date and time when I was not available. Which I happen to see the email right before the date and told her that would not work not one of the dates provide. Again getting strong in email not to email call me or text. Proceed to give another set of dates and times and asked for a call. Even texted previous servicer person I had been deal with.

It has gone radio silent. It is now March 2021. Over 8K I spent with this company. I had to do installs and multiple service call and still not complete. I had carpenter fix my draw bottom after waiting for three weeks with no service call in sight. Not sure what I can do with the desktop but obviously they are not competent company to fix it what they installed damaged.

Original Review: June 10, 2020

We used Closet Factory to customize our walk in closet in our newly constructed home which we were very excited about. BIG MISTAKE. During the build out, the contractor dropped two wood drawers down our 2 flight stairway (mistakes happen, we understand) and left multiple large gashes and dents in our walls and new flooring (ugh). In addition, the closet measurements were not the same as the measurements we agreed to on the proposal. Lastly, they brought the incorrect accessories for installation and, thank goodness, we stopped them before they had installed.

When we contacted the company and owner (Drew) no one responded to our emails. We went a month with multiple calls and emails with images and detailed complaints but no one responded to our emails. They claimed they called us but we all know how that goes... We have yet to find a solution to this issue but I guarantee this is not the customer service you would expect from Closet Factory. Very disappointment.

With Eden's help, we came to some conclusions about what would work best, then she laid out the basic outline of our plan on the floor of the room so I could see what the footprint would be & it seemed to fit the space perfectly! Then Eden took everything home with her and created a detailed drawing for me to see the next day. We made a few minor adjustments, based on her drawings and the actual space and then finalized the plan. Eden truly understood what I wanted and how to arrange it in the available space. When everything was ready for installation a few weeks later, Josh came to install it all.

It took 2 days to install everything, but Josh was a pleasure to have in the house. He couldn't have been quieter while he worked or cleaned up better after he was done. He paid special attention to how I wanted to fine tune some of the hanging bars, belt and tie racks and the set up for the wifi, TV and stereo equipment. I've been using the space for about 3 months now and everyday I find that Eden NAILED it. Everything is set up exactly as I wanted it. I couldn't be more pleased with everyone I dealt with at Closet Factory & recommend them highly.

The installation process was super easy and there's only one thing that went wrong. There was a misinterpretation in the measurements and one element of the project didn't accomplish what we wanted, and I'm gonna have to follow up to try and get that fixed. There were custom hardwood floors in a portion of our home. When the old built-ins were removed and the new closet was put in, I told them that there were no hardwood floors underneath the existing built-ins. The custom hardwood floors were added after the existing built-ins.

I told them that whatever they design, to make sure that when the old built-ins are removed, and the subfloor is revealed, that any new closet installation entirely covers the gap where the subfloor is. That didn't get executed quite properly so I have two small spaces in one of the closets where the subfloor and the edge of the custom hardwood floor showed, and I'm gonna have to come with some solution for trimming that. If there is any way to follow up and get some remnants of material from our closet, so that we could have another carpenter cut a small strip of trim for that piece, that would be very nice. Other than that, everything was done very well.

We will probably use Closet Factory again for some subsequent projects in the house and I would absolutely refer someone. I especially would refer my friends that are members of Costco because I've got competitive bids, and I felt like Closet Factory had very competitive pricing, particularly being a Costco member. The designer services were very well-executed, and the pricing was competitive.

The designer came out, and we looked at the projects, the space, and options as far as colors. He drew up a design and we approved it. All the jobs are different and they can all go any which way. But we told them we wanted some wire mesh on the upper cabinet doors on the beverage center so we could see through them. My wife just threw out, “chicken wired”, not thinking of anything else. And they came out and installed doors with actual chicken wire. We told them we didn’t like it and we apologized if we gave them the wrong impression. Doug came up with some other options, send them out for our approval and redid them, and didn’t charge us for the chicken wire.

The wine racks were installed with the backer panels were just glued up. When we loaded them up with wine, they started to pull away from the back of the little cases that we have them in. The installer saw that, quickly took action, and made arrangements to have them reinstalled properly. So, it’s just been a really satisfying experience.

They were also very clear about which options involved increased price and which didn't. If I'm laying out my clothes, they let me know how much space I needed for double hang versus a single hang with the shelves, and which layout would give me the best use of space. In terms of the three different estimates I had, Closet Factory was head and shoulders above.

The installation process went fine. The installer came out and did his thing, although I would have preferred if he brought cover boots because he was carrying stuff in and out of the house and was walking on my white carpets with his boots, which I didn't appreciate all that much. But the work was done very quickly and to a high quality. I would recommend Closet Factory if my friends worked with a designer that I worked with. I would specifically recommend that person because she was really what my friends need, the difference.

However, we have lots of closets in our house and it would’ve been really smart for the owner to say, “Tell me a little more about your other closet.” ‘Cause I said to him that if the price is good, I’ll have them do my other closet. But he didn’t pick up on that hint. Other than that, he was honest, did what he said he was gonna do and showed up when said he was gonna show up. I like Closet Factory and I would use them again. We had a great experience and I'd tell others to use them.