Closet Factory Reviews

She did what I asked her to do but some of the shelves are too wide in the master bedroom closet. They put things and I don't see what is behind. She could have suggested that it was too wide for it but she decided not to get involved. But they had some freelance decorators in their crew. She came when I asked her last time to come and decide the colors and what I should do. Also, the installation crew was fantastic. They're really nice, quick and clean. I recommend them to everybody.

The installation crew was phenomenal. We made some changes after the installation because we found that some of the things that we had designed really weren’t working for us. They came out, took care of it and did a tremendous job. It took several days because they had different phases that they were doing but we were not displeased with the amount of time it took. Overall Closet Factory has good quality products and service. It was a good team effort between us, the designer and the installers to get everything that we needed and we’re happy with the final product.

The designer’s plans were good and I liked it. I only revised it as far as where I wanted one of the shelves put in. She didn't think about putting it there but it made more sense. The installation went smoothly and it didn't take them a long time to do it. The installer told me everything he was doing and what I needed to do as far as patching up the holes in the closet. He was also very professional.

Once we got a call to install, the representative was supposed to come back two weeks later and do a testimony to see exactly if I was enjoying the closet and I can receive a free shelf. She never did that and that’s the only thing that I don't like. Other than that, it was a great experience and I'm very satisfied with their work. I would definitely recommend Closet Factory to a friend.

Kelly, the designer, was terrific and absolutely the best. She's delightful to talk to. We could have just stood around and talked about everything all day long but we had to let her go. She's very talented and there's no doubt about it. Everything went according to plan with the installation and the crew was done in no time. They did a good job and a good cleanup. Everything was perfect.

We liked the fact that we were able to see how it's constructed and customized for our garage. And their price also was much better than anyone else. Also, they were prompt and there was no pushing. If something wasn’t going to be ready, they would call and say, “We can install all this. This isn’t gonna be quite ready.” They kept in touch with us. Once they did the estimate, they weren’t like the other two companies who wanted us to sign on the spot and didn’t give us a chance to think about their offer, which I hate. But Closet Factory didn’t do that.

I also wanted something moveable because the closets are in front of my electrical box. Closet Factory had told me all the codes, that we can’t build in front of the electrical box and not even below it that’s built-in.

Storage has to be moveable because if technicians have to get into the box, they have to get right into it. So we thought about having a cart made and Closet Factory suggested we shop around and look at something that is used in garages for mechanic tools because we would be able to buy something like that which is a lot cheaper than they could make up. We bought something for $350 and it fits perfectly under the electrical box and it wheels out if technicians need to get into the box. It was a very good thing that they thought of, told us, and recommended that we could use an alternative. They could have sold us something really expensive but they didn’t.

The designer that came out was very knowledgeable and competent plus she was local. I’ve had so much done since we had our closets installed and we have no idea we had a leak in the wall. The whole inside of my house was $28,000 worth of remodeling so it’s on the back-burner and seems like it was so long ago. On the other hand, the installers did what we asked them and we just left them to install. It didn’t take any longer than they estimated but they came back the next day because there was one thing that was cut wrong in the shelf and it was done. Nonetheless, it’s been an amazing experience and by the time we finished, we’ve met everybody that was involved and we felt like we’re being treated like family. My husband was very impressed and pleased with their work. So, I would highly recommend them.

The installation crew was awesome as well. However, they had to use a kind of oil which is almost like a turpentine to get the glue off everything, which was fine since they opened the windows like they were supposed to. But I was pregnant at the time and also had a very small child so I wished they would have warned me a little bit more about that so I would have had everything opened. It gave me a headache for two days and being pregnant, it was scary. Other than that, everything was great and everybody who sees it loves it. I have referred them to my father who had his done too.

The installation team was wonderful. They came in and did the work in one day. The walk-in closet is white wood, had hangers, drawers, shelves, and a shoe rack. When they did the measuring, they had forgotten about the electrical outlet and covered it and realized it when they were there. They came back the next week and corrected that problem. Closet Factory was professional and awesome. I would definitely recommend them.

Then the installation went great. We sat and ate with the crew and we really enjoyed talking with them. I felt bad because it snowed 18 inches on the two days that they were installing each day. It was freezing cold but they did a good job. They got everything done in one go. Now Closet Factory wants to feature our office on their website so we're trying to coordinate having a photographer come out and shoot the office for us. Also, we already have ideas of other projects we want them to do at our house.

The designer was wonderful. She came out, did measurements and was the one who suggested that we add the additional closet, where we tore the old ones out, so my husband can have his own walk-in closet and I can have the big one for myself. She did it so well that my husband liked that idea. Then she drew out the preliminaries and sent them to me and all that worked. We met and looked at the final design and had the timeline to get it done. Also, there are the rods that you pull out to hang your clothes. We got some of those and we have the belt rack that pulls out. Some of the rods are adjustable and it wasn’t a big deal to take the rod and move it.

She looked at our shoes and our clothing needs when she did the layout. That’s worked really well too. She did everything and it was done right on time. We had another remodel going in our master bedroom and the construction person was sure to clean as they did the closet. They got it all done and vacuumed. It was great. The closets were ready to use.

But the gal from Closet Factory came out, did the measurements and I talked to her about what I wanted plus I had pictures of what our old closet looked like. This is the new master bedroom closet and she configured it out on her laptop and showed me. We made some little adjustments to it but I liked it and it was cool. Then the young man that came out and installed knew what he was doing and did a good job. I was very satisfied with the experience.

We took a small two-door like pantry on the side of the kitchen and tore that out through wall - the body one. We had two small closet and one big one. We also had a stairwell that came from the garage entrance up to the second floor equals the bonus room. So we sealed off that stairway and created like a pantry with the entrance from the old stairway was with the cabinets and built-ins in there. It's a fairly narrow space but they gave us sight and a lot more storage space than what we had. We extended that laundry room across where the old stairwell was, put in a window and they did all the cabinets in there and made a really nice laundry room. It makes a nice one for my wife.

They also did a full wall closet in my son's room - the bonus room. Those bonus rooms didn't have a closet or a drawer when they built the house in '88. We made that room more of a bedroom living room type for him. There was one of two things that we had missed and we wanted to add, so they added it. Everybody's pleased with Closet Factory so, I'm pleased, too.

The designer was very knowledgeable and energetic. She listened to what we were trying to accomplish. She's very good on follow through as well. We kept requesting designs and then we talked through them and tweaked them as needed. We had a few designs drawn up, and we understood that it was probably gonna be out of our budget. It was just so we had an idea of what we needed going forward.

Although she ended up leaving the company, the owners of the location really stepped up and made themselves available to us and anything that we needed. My wife and I talked to them and got to know them a little bit. They're really nice and we would definitely continue to work with them in the future after all that. We ended up going with the pantry, which is great. Once my wife started putting a bunch of heavy stuff like canned goods on those wire shelves, it was a nightmare. We knew that since we had so much to use out of it, it would definitely be worth the investment. We're glad we went with that.

The installation guy was great. The owner came to help him when they were installing a backing board, which just barely squeezed in my closet. They made sure there's no damage through the stone. So it actually worked out and we love it. There was a little nick in the wall that happened but I would like to not worry about it. I might just have to take care of that. Then, those little white covering tabs were missing on some of the screws and I reached out to the company. The lady was very friendly and she just sent some of them out. It was a very good experience and our next step is to save a plan for the two master closets, but my wife's first probably.

The installation guys who came in on both occasions were professional. They committed to a timeline and kept it. The first time that I was there, I had to leave the house and I left them there with the salesperson. When I got back, everything was done and they cleaned up after themselves. On the second time, we had one wrong measurement in a cabinet so they had to re-measure then they came back and installed. Closet Factory made the experience both times extremely easy and it’s great. I would use them again and recommend them.

The designer’s name was Lisa and she was timely and very personable. She came in and spent as much time as we needed going through different options. She was very detailed. She measured the closet, set everything up on the computer and went through different options with us. She was also very friendly, professional, and followed up with us and set up everything in a way that it actually happened. Everything ran very smoothly. She had a good handle on their products, the system, the time frame and the prices.

The installer, John, showed up when he said he was going to. He called and confirmed that he was coming. They got it installed in the time frame that they said they would. There was a piece that was going to be installed that was off-center. When we realized that, I stopped them and told them and he fixed it right away. There wasn’t a whole lot of back and forth about it. Normally, you’d have to have the designer come back out and sign off on everything but he didn’t say that and he fixed it the way I wanted it done, so that was great and very professional.

The owners of the company called us about three weeks later and told us that we overpaid on the final bill and they refunded us our money. They were honest. The only thing I was surprised about was that after the installation, the designer didn’t call to check in to make sure everything was okay. If I had any problems, I’d call her and tell her but there weren’t any questions or concerns. After the installer left, that was the end of the transaction until we heard back from the owners a couple of weeks later. I thought the call was going to be how we liked the closet and how it was working out for us but it was for a completely different reason. I was very pleased and overall, it was a great experience.

The professional person that schedules for Closet Factory called and worked out a schedule with my husband. They came on the day they said they were going to come. The bookshelves were installed in one day and the living room in two. The bedroom took only one day. They laid down protection over all our furniture and used our lanai to do their cutting, so most of the dirt was outside. They were very clean and neat people. They vacuumed up and wiped things off before they left. They're very considerate. A week later, they had to install a piece of molding that they missed, which wasn’t an inconvenience to us. If we ever had another project and we needed that kind of service, we would definitely contact them. Also, we recommend them to our friends and to anyone who happens to need that kind of closet and service. We're very happy with them.

On the day of the install, she stopped by and she went upstairs and asked the installers if everything was all right and then she turned around and left. She never came back towards the end of the day to see if everything looked the way it did on the plans. I also mentioned I have another closet that I wanted to get done. And she came back because she asked if she could take pictures of the closet and she asked if I wanted her to measure for the next closet while she's here. I told her we’re going to hold off because we’re redoing the kitchen and there are too many people in and out of my house so I needed a break. The next day, I suddenly got an email from her saying, “You know, you shouldn’t really wait because after the first of the year the prices are going to go up, so we should do it now.”

I figured she would ask about doing the next closet because it is going to be a much bigger project. It is a $8,000 to $10,000 project and I just would like to hold off a bit. Then I’m also getting emails from her asking me to write her a letter of recommendation for her lookbook. Also, the email says if I do the other closet I get a 10% off because I’ll be a repeat customer and then I get the Costco 10% off discount, too. She never told me until it’s all done that if you’re a Costco member, you could get money off, which I am. I was disappointed she never mentioned it. We could have gotten 10% off. Then she always referenced everything with, “Well, if I had told you about it then you would have had to pay sales tax then too.” But the sales tax can't be that much.

The installers did a great job. The only thing, as far as the process, I would complain about would be when the installers came in and they put this beautiful closet in and said it’s $25 a cut if I wanted trim on it. After all the money we’re spending, they can’t just throw trim in. We also ordered a new bedroom set and they forgot to bring one piece of it and so, they were bringing the extra piece that they forgot on the day the install was happening. I told the delivery people to leave it out in the hallway and then my husband and I can put it in when they were done. And they were very nice and said, “Well, we’ll put it in here when we’re finished.” They actually put the dresser in once they got done installing because otherwise, it would have been in their way.

So far, everything is still there and staying together so I’m happy. I also ordered another hanging bar from them, and I’ll go and pick that up when it comes in. I love the closet and overall, it’s a wonderful product and it’s definitely well worth the money. When I’m ready, I’m looking forward to doing the next closet. And I told my neighbor about Closet Factory as well. She’s got the same sort of weirdly shaped closet because her house is the same as ours.

I had some stuff done in the garage and poles put in my master closet. However, I was a little frustrated with my experience. The designer and I both had crazy schedules, so it was difficult to get things scheduled and done. The designer said they couldn’t get in here to put them in sooner but I wanted to unpack all the boxes I had moved so I went and picked up the poles myself. I went the day a hurricane was coming in and drove in the pouring rain to their office so I could spend the three days of the hurricane trapped in my house unpacking boxes for my closet, only to find that they didn’t fit and I couldn’t unpack the boxes.

I couldn’t install any of the poles because they weren't cut to the proper size although this was remedied by the installer when he came. The designer also told me to go ahead and unpack. She told me she would come personally when they do the installation, take all the clothes off the pole so they can put the new poles on and then she’ll put all the clothes back on. I couldn't complain about that, but when it came to doing the installation, she wasn’t available because she had a shoulder surgery and no one told me that.

She also said she changed the installation date but I didn’t change it. They did it because they didn’t think they could get the stuff in on time to meet the date. When the installer came in, he asked me if I was going to take the clothes off. He didn’t know anything about what the designer had told me and he promptly called the office and asked. So, it was a lack of communication and planning. It was as if this was some side gig for her.

In contrast, the gentleman who came to do the installation was super nice and very hardworking. I liked him very much, but the overall installation experience wasn’t really that good either. They told me it would be a half day installation, but it was a solid day. It wasn’t ‘cause he wasn’t working hard though. They sent one person to do the whole job when it took more than one to do it. He was surprised too that they just sent him to do the job and he even had another job to go to. But he said there was no way he's getting to the second job that day. The job began 1 o'clock and at 5 o'clock, I finally had to leave and go pick up my dogs that were being kenneled while we were moving to get the work done. He didn’t leave until 5:30 though when I got back.

Then the spice tray that I had ordered for the drawer ended up being just a piece of plastic that he cut. At first, it was even a very sloppy cut and I asked him if he could make it look better. This is a really nice house and I didn't want that wavy thing here. I had also ordered a spice rack for my kitchen pantry door but then we found out it wasn’t going to fit. They were going to have to retrofit some stuff, drill into the door and then jerry-rig it but I didn’t want to try that on the door so I ended up cancelling that. And yet, they had already cut the spice rack for the drawers. So, now, I’ve got a spice rack in the drawer that doesn’t hold all my spices and is really just this cheap piece of plastic that wedges in there and looks tacky. I wasn’t happy.

I ended up telling the installer that I wasn’t going to pay him and that I wanted to talk to the owner first. That evening, I contacted the owner and told him I would pay for the job. I didn't want him to think I was talking him out of money. I had used them eight years ago and it was fabulous but I won’t ever use them again. I paid so much money and I look at it now and think, "What a waste."

I could have gone to Home Depot and bought this stuff for the garage, put it up myself and saved myself a lot of money. The kitchen didn’t turn out and now, I’ve got this crappy spice door that’s just a piece of junk that cost me hundreds of dollars. I don’t have the storage solution I needed. Plus, I’ve got these bars in the closet that don’t even match. They’re called brushed nickel but they don’t match any of the brushed nickel finishes that I have in my entire house and they even charged me an upcharge for it. I didn't even want them and they didn’t tell me they were going to cost so much. The solution I got was they were going to trade them out for chrome, but I won’t get my money back and chrome is significantly less expensive. I just kept them, but every day I look at them, I’m angry. It cost me a lot of money to be angry. It was overpriced and the whole experience was a hassle.

However, I like the owner. He’s very involved with the company. When I went there to pick up the pole, he took me through his plans and showed me how they made the products. And when I called him, he thanked me for letting him know. He wasn’t a jerk and he was very willing to listen. He was super responsible as well. Afterwards, he sent me a card apologizing for the experience and offering me $75 in free product in the future. He also said that next time, his wife would personally handle whatever I needed. I appreciated that, but there isn’t going to be a next time.

They take pride in their business and I know they have it in them. I don’t know if it was just Mimi, but I know the product is good. I live in a brand-new neighborhood and these are all nice and new houses. These are people who are looking to do this kind of work on their houses but until Closet Factory worked on whatever it is that’s going on, I wouldn’t recommend them again.

We also met with her installers when they were out to install the product and they were excellent, very friendly, and helpful. They were also very efficient in the way they installed everything. They weren't there for too long. We had a follow-up appointment with Closet Factory because once we moved into the house, we realized we needed a few shelves readjusted and some additional hardware put in. They were good about coming back and figuring all that out for us. We had looked at a couple other competitors through the process to make sure we were getting a good deal and it turns out we were.

Overall, the time from design to being ready and the install was a fairly quick process, which was nice. There was plenty of time to design and then there was a bit of time in between that and the actual production of the product so it gave us the chance to get our end ready. It was a great experience and I would absolutely consider Closet Factory again if I run across where I needed more products.

This company's only downside is it's very expensive. I paid $1,800 for a single closet. That's s lot of money but you get what you pay for. I have another closet I'd like done sometime in the future. It's a matter of saving up money and having it done. It's basically particle board with covering on it so the quality of the materials is not the greatest. But it's just not possible if I try and do it myself. I don't have the capability of doing that. Nevertheless, it's going to last. They gave me a lifetime warranty on it. It's not a whole lot of options when it comes to the material but I can have different colors.

Overall, I was happy with the product. It definitely maximizes space in a small house which is what I have. And this allowed me to do slide-open closets versus having a traditional closet with a shelf on top and hanging items. Now I can double hang which is helpful for me. I was pleased with the work that they did and the length that it took them to do it. They're very professional. I'd recommend them and I'd use them again.

Their installation crew was prompt, neat and courteous. They built a display wall storage in my TV room and a closet with doors and drawers for storage in my office. They did a very good job except for a crown molding on the top of one of the closet. There was a very wide seam. For some time, I was told that that's the way it was, which didn't seem appropriate for the kind of work I knew they did. So after several calls, they had someone come out and look at it and said what they did wasn’t right so they fixed it.

There were also glass doors that were installed in a display cabinet but the doors were very narrow to appropriately display items. That was something that I didn’t realize with the door trim. The designer didn’t realize it either. I asked what they could do about it and it took a few months before they came back and negotiated a price if I wanted to replace all the doors. I opted not to do it because I didn't want to pay anymore beyond what I had already paid.

Only one guy came to do the work. He was efficient and finished even sooner than what he had told me to expect plus did a wonderful job. Everything was nicely cleaned up. There wasn't any sawdust anywhere and it looked great. He also answered questions for me and made sure that I was pleased when he left. Everything went seamlessly. It took three weeks and I didn’t have to wait a long time between initially choosing what I wanted and the actual installation. My closet is definitely my happy place. I can definitely go full out on it but I had a budget in mind. and my designer stuck with it. I didn’t spend an enormous amount of money. I was totally pleased with every facet of the process.

We had two different installations. The first one was the closet. This is a brand new home and we weren't even living in it yet so I let the guys in and they worked all day. They called when they were done and my husband came and signed off on it. On the second installation, I was there to let them in and I worked there during the day. I was in and out and was there when they finished. For both times, it was very pleasant and they did a great job. Overall, it was a very positive experience. I'm very happy with the results of what they did and I would recommend them.

I took a 1960s house that had a small mail closet and a double sized female closet in the master bedroom. Took out the wall, added some flooring and then I just had an open space. So she designed on the left-hand side, a double hang, and on the right-hand side, a single hang. Then there were shelves on the upper half and doors with shelves on the lower half. I have shoes and bags and also some hidden things on the upper for travel luggage. I have room for scarves, purses, shoes, on and off season, and room to spare. I also added sliding doors to cover it up but not completely. I did it a little differently but the designer got my idea. She understood and was able to find exactly what I needed. I told her that I’ve got these many inches of short stuff, and these many inches of long stuff and she figured it out.

The installation team was fine. They came in and it was total chaos when they got there but they were super nice. They didn’t say a word about the craziness that was going on in my house. There’s only one small thing and it's that there are two doors that cover up some of the storage. One of the handles did not have a screw in it so every time I grab that handle, it flies up to the side. It’s been like that since October when they installed it. It was a big job and they missed putting one screw in. I didn't reach out to Closet Factory about that because I felt like I was being petty. It's a dumb thing but if Closet Factory wants to come by and fix it, that would be really nice. Other than that, there are absolutely no hiccups at all. They did a great job.

I called Closet Factory and Julie, my designer, was wonderful because she was aggressive, but not too much so it was very nice. She followed up on things with me. She was also patient when I told her I was going out of the country and would be back after six months. When I came back, I emailed her and she responded right away and that’s what I liked about it. She was understanding what my husband and I were trying to say about the design and what we wanted. We also asked for her input and she gave us wonderful advice, input and lots of help. I would definitely recommend her again to any of my friends and if I ever move out of my house, I'll definitely give her a call.

The installers were clean-cut and efficient. They appeared to know what they were doing. One guy didn't have the materials he needed and had to go buy more materials and come back. But he knew exactly what he needed. And overall, they did fine. The coupon held because they gave us some discount over the price. But the service didn't seem to be lacking in any way because of that. So, it's a good thing. I would recommend Closet Factory to a friend. They followed-up and did exactly what we wanted in an efficient manner. We were pleased with service.

The installers were company employees, which I liked because I've had bad experiences with outsourced work. They were friendly, very clean, and the installation only took a day and a half. Would definitely recommend Closet Factory to anyone who's reading this. They have locations all over so check to make sure that the bad reviews aren't for a totally different location than the one you'd be working with. I went with Closet Factory New Jersey and they were very professional!

I complain to Costco and Costco never return my calls. I spoke with someone at Costco corporate office and they told me they filled their contract on time, even though it took them two weeks to come back just to put on doors that they had measured wrong initially! The guy that did the installation was very good at his job; however he spoke very little English. Therefore he was accompanied by a young assistant who did not even know what was being done. He came in and asked me where the bedroom closets were! Shortly after they left my dog who is older and had heart problems died of a heart attack. I know that is not their fault however it was a horrible day regardless. I have since canceled my membership to Costco due to their behavior. What a complete rip off and all done under the guise of Costco is there to protect its members! Nothing could be further from the truth! Shame on both companies for ripping off the consumer.

I could not get a hold of my design rep. Olga. She failed to contact me for 24 hours. I will say when she finally did reach out, she was apologetic but it was too late because of the interaction I had with Jared. Job was supposed to be a one day install job. My installer told when he got there it would take 4 to 5 days and Jared the manager had no comment on that subject. On the second day, the installer showed up almost 2 hours late with a phone call right before the installer showed up from Jared that the installer would be late and forgot product and that he himself would be bringing it. He did advise me that CF was sending two helpers. Jared showed up to my home, walked into my home (without knocking or ringing the bell) and did not acknowledge anyone but his workers. My interaction with Jared has ruined my experience with CF and I will not be using them to do work on my other closets and certainly will not recommend.

Obviously they do not good design work either. Besides the amateur design plan they also misrepresented the final product during the consultation meeting. Once the issue was brought to their attention they offered to send a worker to my home at an additional cost to myself to correct the issue - not the electrical work but another issue. All the communicating relating to the issues was done through text messages - they have not returned my calls in over a week. Should have listened to my neighbor who also has a bad experience with this company.

This is a huge FAILURE of the owners or they clearly do not know what their staff is doing. It's amazing to me that a company would run themselves into the ground this way, as it is evident by all the bad reviews. I will be reporting them to the Better Business Bureau, National Association of Home Builders, ASID and NAPO, CSLB and I will be creating an Angie's List posting on them. I suggest you do the same.

When the installer (who was extremely friendly), came to install the door, we noticed that the doors of that closet were all uneven and noticed the foot had collapsed on itself. So he didn't put the door back up b/c he needed to get a jack and replace it. It's been over 2 weeks since that visit and no one got back in touch with me. I called this morning, and was told the manager will call me tomorrow with a price! I have about had it with this guy and it's "not their fault" attitude. I can see this could very easily end up in a lawsuit. DO NOT USE THIS COMPANY.

The work which was supposed to take a month took over three months I believe. One of the biggest problems was dealing with this company and getting misinformation or no information or incomplete information. At the same time this decorator was to design a desk and gave me a plan for the desk which I didn't really like. She convinced me to put down $650 so I would be first on her list after the summer and then when I decided not to do it, because of all the problems dealing with them on the bathroom, they refused to return the money. IN very fine print on the contract she had convinced me to sign, it said I had a short time to get my money back. Of course this wasn't mentioned. In that time I had surgery for a cornea transplant and feel they took a huge advantage of me. There is no way that I could recommend this company to anyone.

But back to the closet, Gabby came and saw that the closet was unlevel and had a crew come back to fix it. All the guy did was put a shim underneath the unit and make it look even worse. Nothing lining up. Then the installation manager "Miguel" came to look at it, and he was the most unprofessional person I ever dealt with in my life. He was nasty, defiant, saying that the closet was perfect despite me holding a level to it and the level proving him wrong, he still gave me nothing but trouble. And then he made an appointment to make the repairs, and he simply didn't show up and said that they got there 90% already. Then I made a big stink called Gabby, and they sent 2 installers to make the repairs the next day. I told Miguel to bring some spare parts, and I mentioned the piece that I know was warped, and he said they won't need any materials. So he sent them, and sure enough they needed the materials and didn't have it.

I was pissed off, and said they better come tomorrow but they said they weren't gonna come tomorrow according to Miguel. So these people are terrible service, unskilled, it's all prefab materials, nothing about this is custom other than the design. These installers are off the street and not skilled carpenters. DO NOT USE CLOSET FACTORY!!! Now I'm in the process of hiring an attorney to bring these people down, I would like to see who of you would be interested in joining with me in a class action suit against this company? Please let me know ASAP, thank you.

Ultimately, we found out that the Baltimore office had closed, so we contacted the corporate office in Los Angeles. My husband and I left numerous messages for owners John and Kathryn LaBarbera. They never returned any of our phone calls. We even filed a BBB complaint against their Closet Factory's corporate office and they failed to respond to all inquiries.

The Closet Factory marketing materials extol their lifetime warranty and the benefits of working with a national company. Buyer Beware - if the office that did the installation goes out of business, the Closet Factory corporate office will not enforce the warranty. The Closet Factory uses deceptive marketing practices by fooling the customer into believing that they have a warranty guaranteed by a national company when they do not.

From what I read, they are very good at excuses for very poor work. By the time they quit, we were missing shelves, doors, handles, recessed lights, locks, glass tops and back-splashes, trim moldings to name the most obvious. It does seem we will also end up in court. I can only concur with all the previous reviews: STAY AWAY FROM THIS COMPANY.

When I contacted the Closet Factory they said none of this was their fault because it is new construction. They said the builder should have known about locating electrical for the closet. The builder was never contacted by anyone from the Closet Factory in Maitland Florida. They would not pick-up the cost for the recessed lights relocation and fixing the drywall. Do not do business with this company because they do not stand behind their work. The salesperson Beverly ** did not know how to draw the layout properly and did not take into account the building codes for Brevard County Florida.

After a price was agreed for said work I paid a deposit of $7500 and we waited for the agreed 2 weeks for the installation date to come round. It did and they came to install our "Custom Closets"... After this first attempt, not a single one of the closets was satisfactory. The Master closet was measured incorrectly and did not fit as specified. One side was some 6-8 inches taller than the other... All the others were poorly put together, all had signs of damage. The installation crew did not have the carpentry skills needed to fit the closets and cut/fit trim correctly.

We immediately Contacted the designer who went about assuring us that our issues would be taken care of. Some time passed but then, they returned to rectify the state of our closets. The master closet was made uniform on both sides and all the others were dismantled and reassembled with corrections made to them. The problem is that in doing so more damage was caused to the parts and to our home. Yet again I complained about the state of the job and was told that a more senior installer would come and inspect the job and they would take it from there. This did indeed happen and said senior installer who was very polite concurred that the job was unacceptable. He suggested a couple of changes to the designs that they would do free of charge and set a date for a further crew to come out and attempt at the third visit to get the closets to a point where we would be happy with them.

The Third visit came and went and the closets were now more damaged again than before due to sloppy workmanship and yet again there was more damage to our house. At this point after 3 visits and I can't remember how many weeks, my wife and I got thoroughly irritated with the Closet Factory. It was then That John Labarbera the CEO called me personally to apologize for the state of affairs. He stated that he was so embarrassed by the poor work of his company that he was now personally going to make sure that the situation was rectified and that we were further compensated for our trouble. He asked that they be allowed one more visit to the house to rectify the closets. This would be done personally by the polite senior installer. Finally he stated he wanted to compensate us for the bad experience and that the outstanding balance at that point was completely at our discretion should we wish to pay it at all.

We begrudgingly agreed to a fourth and final visit. The senior installer came and worked on our closets, hiding defaults with caulk, filling nail holes straightening panels etc etc. During his visit he too stated twice in front of my wife and I that the balance due for the work was completely at our discretion. After he had finished the situation had improved some but the job as a whole was still one of the shoddiest I have ever been witness to. Having grown up with interior designers in the family I have seen many, many fitted closets and these after 4 visits remain the worst I have seen.

Upon leaving he inquired as to what we wished to do about the balance due for the job. We stated that given it was a Saturday, my wife and I would discuss the situation over the weekend and get back to them with what we wished to do. It was after the weekend that the aggressive phone calls from their accounts lady by the name of Raena ** began demanding payment in full with a further threat of legal action should we not pay immediately.

Having never spoken to this prickly lady before I pointed out my conversations with La Barbera and the installer but was told that I was mistaken, neither had ever said anything of the sort, the balance was due in full. Pay up or else... As this was simply not the case and, having just emigrated to the US, I was not aware of my rights so I sought legal advice. It was my attorney's opinion that given the images (a small portion of which I Have posted) and what I described above we had a pretty strong argument and that perhaps we ought to take this in front of a court for resolution.

We have since settled and we were promised that under their "lifetime guarantee" all the issues would be rectified in all our closets... I wait to see what they will do but am not holding my breath as they simply do not possess adequate carpentry skills to do a good job. Nevertheless they must try until I am happy - tbc...

Original Review: July 23, 2014

I attempted to turn a closet into office working space in my home. After calling the Closet Factory, they sent a representative shortly with materials to show their products. I signed up and measurements were taken that day. I explained that the closet doors would remain on so I could close off the space. The woman said she understood and sketched out a design which appeared adequate and I chose the colors. She gave me an approximate date (which I postponed several days later) and said I would receive a call with an exact date and time; and I gave her $750.00 down (1/2 of the total cost). Several weeks went by and I received a call giving me a new installation date for several days later.

On that date, I waited all day for the installer who never arrived. So I called and they told me they "thought" someone from the office called me to postpone. They said they would come the following morning. When no one arrived by late afternoon, I called and was informed something had happened to the desktop and they were fixing it and would come later in the week. They showed up and installed later in the week and were ready to leave when I pointed out there was no grommet for the wires, no desk drawer and the measurements were wrong as the drawers to the file cabinets could not open unless we removed the closet doors!

They called the office and wanted 75% of the balance, and assured me they would bring everything the following day. They returned with a desk drawer that was the wrong size and a single grommet (although now they needed a double since the desk was already restored). To make a long story shorter; they had to order another drawer and eventually installed the grommets and drawer. Now I have an office in the closet that is totally unusable unless I take off the closet doors! Oh, I paid the last 25% after the final installation. I should of had them remove the entire product and return my money! Never use Closet Factory!!!!!!

Original Review: July 25, 2013

We are still awaiting doors after 9 weeks. Apparently they cannot keep anyone employed. The "shell" they put up is $300 worth of white particle board and 4 inexpensive closet poles. They demanded almost 1/2 up front for the "doors" ($1800.00). Then they called us and gave us an excuse that they needed to put the shell up before the doors. That took 4 weeks (seriously - for 6 large pieces of wood and some dividers). Any reasonable carpenter could have cut this and mounted in a single day. Some pieces are read were loose after 1 day. After the carcass was installed, the installer said they had to charge almost the entire full balance (less $200) so they could once again - get the doors (now $4000.00 in). What, this place has no operating money?? Now 5 weeks later, doors were supposed to be installed today. Got an email: "Sorry one of our installers quit on Monday and another got sick." 4 Grand out, 9 weeks on a project we were told was at max "2-3 weeks". This company apparently any scheduling or project management skills. I would not recommend that you use them. Find a good local carpenter, tell him what you want and let him build it for you. It will be cheaper, higher quality and probably built in a much shorter time frame.

Afterwards, they never got all the "fine tuning" to the project done. I was lied to by the office many times - appointments missed, shipments never received by me etc., etc. I had told them that they were not authorized to make the final charge to my card as the job was not complete. They did anyway. I have declined the charge. We'll see what happens. Suffice to say, stay away from Closet Factory in Dallas/Carrolton!

On the day the installer returned, he showed up 2 hours late (again) after my husband requested that he come early (at least by 9am) so as to not kill our entire day. The designer assured us that it would not be a problem and that to finish the job, it would not take that long. When I confronted the installer about getting there at 11am, he said that he was doing the best he could because he got home from his other job at 4 am the previous night and that he normally does not install for the company on Saturdays, and was doing us a favor. Pardon me?! This was no favor! I paid the company full price for my closet!

After the installation was complete, we realized that I needed more shelves as some of my clothes and shoes did not fit in the original design. When I contacted the designer, she assured me that it was no problem and that she would deliver them by the end of the week and collect the money for the extra shelves upon delivery. About 2 1/2 weeks later, I still did not have the shelves. I called her and left her a message and she never returned my call. I then decided to call the company directly to ask if the shelves were ready so that I could pick them up myself. The woman told me that she was going to call the designer to ask her because she did not know anything, and that she would get back to me the following day.

Three days later, no call back from her either so I called again! Another woman answered and she did not know anything of my situation, so I explained it to her. She said that after checking my file, it says that the designer was supposed to re-measure because of the problem with the shelves that needed to be cut, but again, the designer never followed up or even returned my call. I told her I would measure and get back to her. So I did. The following day, I called with the measurements and she said that she would give it to the workers that do the cutting so they would have it first thing Monday morning. I told her that Monday is the only weekday I have off and could pick them up because they close before the time I am due out of work.

Monday comes and goes and still no call from Closet Factory to say the shelves are ready. On Wednesday morning, I called and the same lady said that the shelves are not ready and they would only cut them if they knew that I was for sure coming to pick them up. What?! How much more notice do they need? I have only been hounding them down to get these shelves to finally finish organizing my stuff for a month now. I finally got my shelves that day because I told her I would get out of work early and head straight over there. Oh, she also mentioned that it's probably best I come get them to avoid the delivery charge. Wow! Really? Crazy! They also designed my baby's closet and gave me a quote and needless to say, I will not be hiring them again! They really need to get their ** together!

As I said before, I trusted her expertise, so I just overlooked this issue. When the workers came in to install and I saw the real thing, I was shocked. So I called Ally and asked her what to do. She insisted that we signed the paperwork, approved her design, so she could do nothing about it. We have to get the closet installed and pay them. If we want to change the closet, she could come over again and change it for us but we need to pay for the change again. It would cost us several thousands more. We got the wrong product and that is actually Ally's fault. She never said she is sorry or anything. When I asked to talk to her manager, she told me I have no one to speak to. So I called the headquarters in California and they gave me the name of the business owner of Hicksville which is Ken. So I called again and asked to speak to Ken. Ally transferred my call to Ken which means Ally lied to me! She just lied.

I talked to Ken and he insisted his designer did nothing wrong even if Ally didn't provide the information to us during consultation and recommended the wrong shelf. Ken insisted that we need to install what we have and pay them. They can do nothing about it. I insisted that they should come over and have a look first and they need to provide me with a solution before we could install it and pay for it. Ken literally yelled at me, "You just want a 14-inch shelf instead of 12-inch, so you want to stop the installation. That is a very smart decision to make." He just implied that I made a stupid decision, right? What kind of customer service is that to call your customer stupid when apparently designer Ally made the mistake? And they want us to swallow their mistake and pay for their terrible service?

Then Ken hung up on me. He said he spent 20 minutes talking to me, that is enough. What a big favor of that, for him talking and yelling at me for 20 minutes, when I just want a reasonable solution? I have to call the California headquarters again and they said they will file a report and let me wait. And even if they never finish the installation and leave all the boards at my place, they charged on my credit card!

Since the handles were not ordered timely, we were given temporary handles on the day of the installation. This was fine, except when we were told that we needed to schedule a second day of installation with another 3 hour window of when they showed up. We explained that it was absurd that they could not come early in the morning, early evening or on the weekend so that we did not have to take time off of work again for their mistake. Of course, the Closet Factory did not see our point and told us that this was our only option. On the day of installation, the installers arrived an hour after the 2 hour window they gave us.

We admit that the product works well in our bedroom and solved our storage problem. However, if given the chance to do over again, we would definitely use California Closets. The California Closets’ quote was only slightly more than the Closet Factory and we've only heard good things about them. Do not use the Closet Factory unless you could care less about customer service. They seem customer service friendly on the front end, but do not expect that to last once they have your money.

I stressed the importance of holding the check until I gave the approval that all funds were available. ** replied and said she would hold the check until I contacted her on Thursday, 8/30/2012. Later that evening, after reviewing the plans of the design with my husband, we decided that the design would not meet our needs. I discussed the needs of the design layout with ** and she stated that in order to get what I needed it would cost me $5000 in order for it to last. I discussed the additional cost with my husband and he felt that was too costly. On Tuesday evening, August 28, 2012, I contacted ** via email and told her that I would like to cancel my order because I feel that I am not getting the design layout that I wanted, and that I was sorry for any inconvenience that this may have caused. She then replied confidently, "You will not find a deal like ours." She then went on to inform me of the 3-day cancellation policy, “You will find that it says in the contract, it requires 3 business days to cancel an order and that it is a federal law, not the company policy (Item 16).”

I informed ** and the office (April, office assistant) that I never received that contract with those stipulations. The only receipt that was signed was the receipt for my deposit and April confirmed on the 29th of August stating that she received the email regarding the cancellation notice. ** promised me that my check was locked up in her office and would be held there until I gave the approval of funding in my account. I was sent an alert by my bank the next morning that the check had cleared my account. ** cashed the check before the agreed date after I had expressed my concern that I was not going to use her services. ** and I continued to go back and forth via email regarding the design even after my request to cancel the order. ** said she would discuss it with the office because cancellation would need to be conducted on Monday via registered mail due to Saturday being considered a business day and I would fall out of their cancellation policy window.

The most alarming and unprofessional thing that bothers me is that I signed a one-page contract with ** that had no mention of a 3-day cancellation policy. April, an employee of The Closet Factory, emailed me a copy of the contract at my request to view what was missing from my contract, which it seemed to be a lot missing. In the meantime, I tried several times to contact ** via phone to discuss all options as to returning my funds and I wanted to discuss with her if she wanted me to meet her at the office or at her home, whichever would be most convenient for her. I thought we would be able to talk as adults but she refuse to accept my calls. She would only reply to emails. I felt that it was very unprofessional that she would not speak to me on the telephone so we can try to resolve this matter professionally and, unfortunately, the problem still remains unresolved. I have attached copies of all emails that have transpired between the two of us for your review.

I spoke with ** via email on Monday, September 3, 2012, and she expressed that she would try to get my money back. ** implied that her attorney may take legal action against me later regarding other matters that we would discuss on the day I pick up my refund. I take that as a threat. As a business owner, I understand when a customer says that they are not interested in my service to respect their wishes. I feel that I have been given the runaround and at this time, I feel that the only resolution is the refund of my money of $1300, $35 times 11($385) overdraft fees, $40 in registered postal fees and $250 legal fees.

We contacted them and the owner made an appointment and came out to view the unit. He gave us some ideas as to what he could do and also an estimate. We made it clear that we wanted to continue, but as another consumer has indicated, our multiple phone calls were never returned. We have since contacted their competitor (California Closets) and had excellent design quality and service. I would not recommend working with the Bridgeport, CT franchise. It’s much too frustrating and a waste of time.

Jeff never called back. I waited another day for him to call back. He never did so I called him again. He said, "They should have called you. Let me check, I'll call you back." He didn't call back. I called the business location on the 26th and the lady said, "Let me check with installation and I'll call you back." But she never called me back either. Instead, the next morning, I got a text from Jeff saying he doesn't know what's going on with the installation people and that my closet doors haven't even been ordered yet, but Jeff will call me when they are ready. It is now a month since I gave my $250 deposit and I'm still absolutely in the dark as to delivery or installation date.

The website also states that all installations come with a lifetime guarantee. Does this mean the guarantee is only local? The website does not say this. If it is only a local guarantee, then the website is using false advertising. Be careful. The guarantee is not real!

All in all, this company bends over backwards to make sure you are happy and they do wonderful work. I have referred them to at least 4-5 of my friends and relatives and all have had a very good experience. Kudos to a well-run company that "does what it says it is going to do"!

Please make sure you take into consideration as you browse here that there is not a single negative review on this site from the New Jersey Location.

We agreed to this, even though it breaches the contract and we paid them the other 50%. They came and installed the bookshelves and they had cut one bookshelf the wrong size. When we talked to them, they refused to fix their mistake and they want us to pay them to come replace the bookshelf, and they want the payment up-front too.

This is the most unprofessional, unethical company I dealt with. I highly recommend not hiring them for anything.

I was given the price, signed the contract, gave them a 50% deposit and was told it would be a one-day job with the other 50% to be paid upon completion. The day before the installation, the office called to say that they had decided it was a 2 day job, therefore (per the contract fine print) another 40% of the total was due before installation! I could not believe my ears. 90% payment before a single nail has been driven! I found it to be a very cunning and deliberate move on their part. After speaking with the owner, who is very rude and unprofessional, it was clear their main objective is to get their 90% first as they have no intention on coming back for adjustments or problems.

Of course, it was only a one-day job after all and they never came back to adjust the drawers nor replace the shelves that are too short. They charged my credit card the final 10% without even asking! It is clear that everyone that you deal with has no experience in customer service. They have an "I could care less about you" attitude. I won't go into all the details, but from start to finish (never finished completely), it was the most frustrating and disappointing business experience ever. Do not use this company under any circumstance!

They have sent me threatening letters to complete my payment due or they will place a lien on my property and send this to a collection agency, which will affect my credit. In addition, they charged me for items that were not installed. Also, the workmanship is poor and I am noticing many defects as I am living with my new product.

However, when Closet Factory finished the installation, we noticed that the shelves, the vertical panels, the flutes, the crown molding, and the doors are all in different colors. It turned out that Closet Factory substituted vinyl (instead of wood) for the flutes, the crown molding and the doors (which were not on our contract). The Closet Factory person we talked to mentioned that in order to solve the color variation problem, he could either (a) stain the vinyl to match the rest of the book shelves, or (b) replace the vinyl pieces with wood.

Though later after he had experimented staining the vinyl in his lab, he informed us by phone that this option would not work. Therefore, he then asked for us pay one half of the cost to replace the vinyl with the wood. Clearly, Closet Factory knew the problem with the color variation due to the different materials they used, but went ahead with the installation anyhow at customers cost.

From talking to a third party contractor, we realized that we would have been better off hiring a carpenter and build the bookshelves (or other shelving systems) exactly the way we want with real wood for less money. Closet Factory is a scam. They take your money and lie about what they will do, and cannot deliver. Unfortunately, we had to learn it the hard way. Don’t waste your time and money with Closet Factory.

In addition, CF sales/designer person (Carin) told us that "the flutes do not come in melamine, so they will be wood." However, the company installed the front panels (the 4 flutes, crown molding, and doors) with vinyl. During the entire process, we were never told about the vinyl. Additional problems with the installed book shelves include: [1] The color of the shelves are uneven, some look like not have stained properly - not much at all; [2] The shelves, vertical boards, back cover, doors, and the flutes have different colors; [3] The middle section sags when we put books in; [4] The five arches are much too large and cover most of the shelves, which makes the top shelves useless.

We discussed with Mr. Dennis on 10/26/09, and Dennis had an appointment with us on Tuesday, 10/27/09, between 6:30 7:00PM to evaluate the issues. He called before 7PM and said that he was running late. He showed up at our house shortly after 7PM. At this time, it is dark outside. We turned on the lamp in the library. (We had not moved in to the house too long ago, and we did not have lots of lamps for each room. One of the lights we had in the room was a short one, which does not provide sufficient light.) We started to discuss the number of problems with the closets. We started with the problem with the arches and the middle shelves, and Dennis offered potential solutions along the way. During the discussion of the mismatched colors of the shelves, flutes, doors, and the vertical panels, Dennis mentioned that when we experimented with the vinyl, we (people at the Closet Factory) all thought that it looked okay. But when the order came in, it did not look as we had expected. (Note that this is the first time we have heard the word vinyl. Right away, we were concerned.)

When Dennis was heading out, we said that the color mismatch looked a lot worse during the day when we have the blinds open. Dennis said, "Don't open the blinds." (These are word for word recaps.) After the visit on 10/27/09, the issue dragged over a months. Finally, when we contacted Dennis, he offered to switch the vinyl to wood, but he asked us to share the additional cost (about $1000 on our share). We feel that Closet Factory was doing an experiment (using the customer), which failed (Dennis admitted it) and that they ask the customer to share the consequence/cost. We had also asked for refund for the entire price we paid, but we're told that we will not get that.

To his credit, I liked Ty’s design, and we moved forward. He told me the demo would take a day and they’d install in full the next. When it was scheduled for double that time, I was told it was because the job was heavily discounted. Details and materials were forgotten. Ty blamed it on the factory. The factory blamed it on Ty. After calling 4 times to arrange for someone to come and finish the job, they finally showed up 5 hours late, and still did not have all the shelves and rods.

My credit card was charged for a subsequent visit without me signing off on it. It seems that this company is anxious to get the job, but once they have it, they are not thorough and the follow up is sloppy. It’s more important for them to move on and get the next job which is really a pity, because I could have referred them to so many friends. But after my experience, I would advise them to bring their business elsewhere.

Finally, the website also states that all installations come with a lifetime guarantee. This does not state that the local office guarantees it. It is an iron-clad inference of a corporate guarantee. I have called and called and left numerous messages over the past few weeks. Not a single return call. What must one do, head to court? Sad commentary.

We did, as stated by Mr. Greenberg the franchise owner, we changed our minds on the design several times. This was done after my husband and I discussed what we really needed and did not want. We could see that the design we started on this office system would take over the room in size. We did not want this to happen so we scaled back. This certainly is within clients rights to revise a plan, we did so three times. Tris was very frustrated with this by now and wanted to close the sale. Mr. Greenberg in writing states it was because of money issues that we cut down on the size. I would never have sacrificed all the work we have done thus far in this home to put this piece of junk in my home, not for all the money in the world.

Mr. Greenberg stating we made several revisions due to our "budget", this is so untrue. How could he even speculate and make a statement like this. He is exactly the type man who will lie for his own gain. The ** with the customer. Why we changed our minds on the design? We did, that is our right! He continues to lie and twist stories to fit excuses for his situation and to justify his position with us.

When we moved into this current home, one of the first projects we did was a custom garage, drawn and planned together by the owner of this franchise and ourselves. There was not one problem because of his expertise with this product. There were several revisions before we decided on a final plan and we were also able to add onto the original design without a problem during the installation.

Once again, we have used other products very similar to this. One is the California Closest Co. This closet system has stood up in quality and remains looking like they were installed yesterday. The designs done by these people that represented both of these companies were very knowledgeable of their products. Dennis from California Closets worked for the company for over 14 years, I used him on two other projects. He knew what he was doing. I would be happy to look up on what I paid for these projects, as I have all of the projects that I have done on file.

If a garage system can look better than an $8,000 custom office system something is terribly wrong. When we sold our other homes that had the California Closet system, they looked like new when we moved out. It is a wonderful product, terrific customer service. I have buyers of these homes that can make claim to this statement. What we have now is the worst quality and nothing at all like we wanted for over $8,000. I could have gotten a much better looking piece of furniture purchased at Office Depot for a whole lot less. The designer who ordered the cabinets for our kitchen and many other sub-contractors, we have shown them the work. They are shocked at what we have for the money. I supplied a letter to back up this mess from a cabinet maker to Chase. If you need more opinions let me know. The door fronts as mentioned before are flat, not raised panels as we requested several times. I also noted this on the form I signed.

We were really upset with Tris ** and she said she was confused as to what we wanted. I do not know how she could have been confused after taking her through our new kitchen and showing her all of the details we wanted her to match, door styles, trim work etc. We came to find out that there are no other doors for this cheap system and perhaps she knew this? If I had wanted raised panels I would have had to order them from another company and they would not match the unit exactly, she said. I would not be able to raise panel doors on the file cabinet doors? So I would have to spend more money on something even cheaper. They would sell the doors to me at cost, which close to $1,600. I was very upset and asked Tris to leave the brochure so that I could explain this to David.

It was clearly stated to Tris that we wanted the look we had continued into this adjacent room downstairs. We spent quite a bit of time on this issue being very specific with Tris. We soon relized that she was not that experienced with this company, certainly not a good listener. Mr. Greenberg states in his letter that Tris quitting was because of her inability to sell.

Concerning the unit: The improper size of crown molding is applied in proportion to the unit. If you did not even know anything about proportion you would see this right away, it is not even close to the right size, it is so small. The vertical molding installed was ordered to wide and sticks out beyond the crown molding and the doors. They also ran it past the doors, why, who knows? It just stops randomly and they did not bother to cut it according to the plans. It certainly was not in the design drawings. Were they just too lazy to cut it? They cut into the crown molding to make the vertical molding fit because it was to wide.

The finish and materials used:

The laminate is photographed laminated, which I am sure Tris did not know about. My designer who did my kitchen told me this is the cheapest degree of material they could have possibly used. Tris had never been in this type of business before and I would assume she was not aware of this fact. I have only observed this type of laminate used in the lowest end of furnishings. This is not stated anywhere in their information. It makes it even a cheaper look. To go along with cheap laminate, the hollow core doors were not explained to either of us. They had to cut the doors twice, due to their mistakes in measurements. The re-cutting and the re-lamination on the edges of the doors is disgraceful. They had to fill and disguise many of the flaws. They are very noticeable to any eye.

We asked Tris for lighting under the unit because my husband has very bad eyesight, glaucoma and cornea transplants. She did not think it was necessary for us to spend the money nor did she know how it would be would be able to be wired. My husband had to rig his garage clip metal lamp to the edge above the desk so he could see his work surface. I could not plug a lamp near the desk and the cord had to be run across to the adjacent wall, same as the garage light. Just a ** look.

They did not have the grommets covers for the wiring holes so they left them as raw cut holes. We did not hear from them for many weeks after the unit was installed. Tris writes back to us that is was due to a holiday and this and that. My husband had to get setup so he had his equipment wired into the system. It would then have to be redone when the system was fixed, disrupting his work again. This type of disorganization in his type of business is a huge set back.

The unit is failing in many other areas still. The edging on the desk, there was so much glue that you can see it, it must have oozed out when applied and it is not flush to the desk surface. It is loose and would not last under any normal use. The drawers, file cabinets and doors do not close flush to the unit, none of them do. They have gotten worse as they have been installed and the file cabinets stick out much further. The gaps between each of the drawers are huge, this was pointed out to Tris and she agreed it did not look like most desks she had seen. You can run a finger in-between from one drawer top to the bottom of the other.

Back to the files drawers, when my husband put his files in the file unit, the hardware was not strong enough to handle the weight. You had to do a double pull to open the cabinets. A cabinet maker I know stated to us that the hardware used was not of good quality. The hardware in the file drawers is sub standard for ordinary weight such as this.

We have exposed wires from an electrical socket they did not know how to fix. We supplied a plate for them to use. Tris had over looked this problem in her design. She stated they would cut a plate to fit when this was discovered, but they left that undone and the plate was left on the floor. The wires are still exposed.

The file drawers were installed over the only heating/cooling vent we have in the room. We can not reach it to close it nor open it when we want. It has been really hot her lately and the rooms that we do not use all the time over the weekends and most of the bedrooms we do not use, we close the vents to conserve on energy vice a versa in the winter. No, we can't do this here, we can not reach it!! This was overlooked by Tris in the design and never mentioned to us until the files were installed on the first day of installation. We did not see this mistake coming. Tris assured us there was a simple of a suitable solution. There isn't a way for us to reach the vent.

Tris was not skilled at this job at all, she is not a designer. They train these sales reps to draw a design using simple grid paper with a ruler and pencil. You are given a rough sketch, the second or third copy of the drawing.

Tris explained to us that a designer from the factory is supposed to carefully go over the design and scale so all trim is to fit and all other details are correct. A final drawing is done and this was not followed by the installers. We did have one revision because of the symmetry of the cabinets and I agreed to this. I did not know they were so inept as to not order the correct size moldings. This again is just one of many problems.

The trim pieces they had made for under the file cabinets are still lying on the floor where they left them. They left it for a decorative piece to be made per Tris ** (sales rep) orders. We were very upset about this oversight. Is this a code violation and also the uncovered electrical socket.

Tris emailed us that "they" were going to have Bell Products in Napa, manufacture a brass grid to fit along the bottom of the file cabinets, and then fit it in with the trim work. Mr. Greenberg the franchise owner of the Closet Factory did not want to absorb this cost of the brass plate himself because it was very expensive. He put the responsibility upon Tris to come up with the plate or come up with another solution. I knew the piece from "Bell Products" would be very costly. She came up with an idea and showed us a square piece of metal mesh looking like chicken wire that she had spray painted black. This was her solution! She demonstrated to us how this would look and David and I were in shock. We told Tris no. The problem was never resolved by Tris and then she left the company.

One of the crucial errors that made this purchase so horrible is that Tris did not plumb the ceiling to make sure it was uneven, flat or sloped. The ceiling is uneven, so the cabinet doors all slope downwards and can not be fixed due to the ceiling! Why is that my problem? They never will be able to fixed, there is no solution. Roberto the head installer stated this to us clearly. I am sure that the ceiling in my kitchen is sloped in areas a well as the floor. My cabinet installer, the best in town, Pat made sure every cabinet was exact.

My husband and I upon purchasing this home just two years ago have put well over $300,000 into this home. We live at the Silverado Country Club area. This home had not had any work done on it in eighteen years. This is the second home we have renovated here at Silverado and two others done in high end manners. I have never run into this type of mess before. I have only had to fire one subcontractor. I have over looked all of these projects myself. I have a wonderful relationship with all of the people that have worked for us and if you need any of that information furbished I would be glad to do so.

Mr. Greenberg went as far as going to Napa county records to find out how much we paid for our home! He states that he has very finicky customers in the Marin area that spend a lot more than we have. The homes here start at 1 million plus, upwards to 5 million or more. Mr. Greenberg dismisses the reason I bring this up is because his business is in Marin County a plusher area with clients that spend more on their projects.

Why he even defends where he does his projects is totally irrelevant, a home in any price range, his product should met the standards of quality work. The price has nothing to do with it. This is very poor quality. If Tris knew that we were buying something so inferior compared to the other materials we used in the house she should have mentioned this was not what we wanted.

We did this home in the manner that a home in a good market if sold would demand the price and return our efforts financially. The materials we have used throughout are of great quality. It may not be like the Queen of Englands, but it is done well. This is certainly not anything what we thought we were purchasing based on the brochures and Tris's eagerness to sell. What we bought is not displayed in any of the selling materials. We were told to by Tris after our purchase when I saw what we had that what we ordered was not in the pictures! What! We were so upset, why didn't she say anything. Did she need the sale?

I called Mr. Greenberg right after this product was installed and discussed all of the problems to him. We talked for over an hour and then he said he was done discussing this and would not accommodate us by reimbursing us. I asked that his materials be removed from our home. It was a custom job he said, he would not do that. I extended an invitation to him to see his work and he agreed. Then, "on second thought, I will not come up. I do not need to do that." I felt that from this point on, that I could not trust this man.

One of the first statements to me was that he had just purchased this franchise from the parent company so he was not responsible for this job, it was ordered prior to his ownership. He called me back, stating he would not remove the system, only fix it. I assumed from this statement, that the parent company passed this job's responsibility onto him, this was his problem. He now states in writing, contrary to what was reported to him by his head installer that the problems are minor! I can assure they are not minor and I never said they were minor. Theirs is beyond huge! Hiring this company for our job has been a nightmare. I have never run across this problem and a man like Mr. Greenberg before.

Tris asked Roberto, the head installer, to come and access the installation of our office system. My husband and I, Tris with Roberto representing this company looked it over carefully, the whole unit. Roberto shook his head, saying it was the worst installation job he had ever seen. He stated that the doors would always look crooked because the ceiling was not even. Was that our responsibility to notice this slope? That means I have to live with doors that do not fit into the door frames. The moldings needed to be taken (ripped) off and reapplied. The under sized crown moldings and the vertical moldings which was ordered incorrectly he stated should never have been put on by the installers. Roberto. He said they should have known better than to do that. All these trim pieces, edge molding all the way around the desk system would have to be ripped from the existing custom office system. His suggestion was to remove the unit from the room and repair it in the garage. Several other issues were discussed such as the wires and the vent issue and he did not have a solution but could "come up with something".

Roberto went back to Mr. Greenberg and explained everything to him that was said here and what he saw. Everything, we verbally heard from Roberto in our home was completely altered by Mr. Greenberg to protect himself of any liability and to further diminish any blame. A written version of his conversation with Roberto was put into writing to us. I could see we were in trouble again with him.

My husband and I then wanted to start some type of action against The Coset Company to get this removed from our home. If I could never have straight doors on this unit (the style we did not even want) why would I want to have it fixed, it not all fixable. It is useless to us due to its many problems.

Tris ** left the company after she got her commission and came and talked with us about it. Mr. Greenberg was difficult to work for and she did not make the income that she needed. She could have stated this to us prior to this, I felt ripped off by her as well. Mr. Greenberg goes on to say in his letter to Chase, that Tris found a job that she was better suited for. I find this statement to be very true. This was not the job for someone without any design experience and did not fit Tris at all. My husband ran into Tris recently in town and she was relived that we had gotten our money back. I should be able to get in touch with her and I am sure she would be more forthcoming with her feelings on this matter. We would like to get our total amount back from our credit company. I am so glad that I did not remove this unit so people can see the disaster.

I ordered a new office from my kitchen designer and unfortunately it is sitting in the garage. I ordered thinking that because Chase said there was no debate going by Mr. Greenberg and I could now start over again. So, I now I have paid for two office systems, the second is much less than half of the price of the Closet Factory's. Paneled doors and trim done in the same fashion of the kitchen. Made with Alder wood, stained, baked on, finish and substantial hardware. I have all of the emails from Tris ** stating all of the problems concerning this case, including Mr. Greenberg’s that were written back and forth during this whole mess.

This is the huge mistake I made. I came home from work just as the installers were finishing with their second day of work. They said they were not done and would be back the following day, promising to finish the work that was undone. I glanced at the problems and my husband was on the phone with a client. They handed me a form to sign, promising again to come back. This was a completion form! Tris was present during this event. The two gentlemen that installed the system were very nice. My husband and I knew Tris from the Napa Business Network group we belong to, she had just joined. We supported her through this group by using her serves.

I signed the form and stated on it that they were very nice but I also put down that the doors were nothing like I had ordered or wanted. I circled that the job was not complete. Tris never said anything to me, nor did she warn me not to sign this form, it was a huge mistake on signing. As soon as I signed, she had her commission, company had their final deposit. The installers did not sign the form, nor did they circle that the job was complete. They did not note all the problems that were left undone. The promised us they were coming back the next day to finish up We never heard from anyone for anyone for about four weeks.

Then it really all started to fall apart. With Tris gone from the company, we no longer had any fare representation. She was off for eight weeks training for her new job. Mr. Greenberg at no time called and offered anything to us.

We took this case to Chase over the phone and requested that we start a debate on the purchase. They said the case was started and we would be sent a form, someone would then contact us. I never received the form and had to call repeatedly to get one sent to my address. Chase was very rude to us stating that they had sent the form to us. We had never received one! Without this form sent into them the case did not get started within a timely manner.

After, many, many phone calls, which Chase has on record, I finally found Sharon ** who was a Financial Advisor assigned to my case. I explained this over the phone and countless other people before ever finding Sharon. Countless times, the same story being typed down in records by Chase, never forwarding it and assigning or assigning my case, it was very frustrating. Months had gone by.

Sharon received the mountains of emails and company statements regarding their workmanship etc. We won our case and refunded our money. I asked Sharon if it was wise for me to take the system out since I had been reimbursed. She did not advise me, I decided to leave it, I did not trust Mr. Greenberg.

Mr. Greenberg, unknown to us started his own debate after we won ours. Sharon **, when we won our debate advised me that I should call in over the next six months (the time allotted for him to start his own debate) and check to see if he had started any action. Each time that I phoned I was told no. I checked on this monthly and on the last day of the six month period he was recharged for his wholesale amount, which I am sure included Tris's commission. The amount was over $3,000 The do not have any of my phone calls on record that I called during his debate, they just checked to see if anything had been opened and a "no" was the given response. I told them I phoned to see if a case was opened and it is like you are liar if they do no have a record.

When we saw the charge back on our account I immediately called Chase. I spoke to a supervisor Ms Stephanie ** at Chase (1-800-569-6813), she advised us to fax a letter to open our debate again (the last chance we have). The Financial Advisor for Mr. Greenberg was Ms. Jill ** who called us per Ms. Stephanie’s request advised us that this case has gone onto a higher division of the debate procedure. I would not know how to get in touch anyone there but I shall try. In the debate department, our case number is our credit card number which I can provide for but until I know you are going to respond, I will not send my credit card number attached.

The evening we talked to Ms. Stephanie she faxed us all of the letters and forms that Office Solutions via Mr. Greenberg sent into Chase. Mr. Greenberg's letter to Chase is so slanderous towards my husband and I. "It seems to me that because the Anderson's are in the mortgage business and their finances got tight, they decided to use some small cosmetic issues to ask for a refund. This is absurd. As this is most of their argument" End of first statement.

I can first of all assure you that my husband and I are not in any financial problems. Our financial credit standing is AAA. This statement which is in typing by Mr. Greenberg seems as very illegal, making incriminating statements about someone. I can also state, this was never the issue for a refund. It was an issue about purchasing a product that could not pass for anything by deeply flawed and paying big bucks for it. It is a shameful product. Once again, these were not minor problems! Mr. Greenberg states this over and over.

Mr. Greenberg states that after we had the system installed we decided that we wanted nicer doors, rather than the cheap ones I purchased. Tris did not follow through on our original request. We have come to understand in the "cheap" as Mr. Greenberg has in his own home (written in his letter) this category is what we ordered, they do no have any other door styles for this product except flat. My husband and I were shocked to learn we had ordered the cheapest product. It was never presented to us this way.

Mr. Greenberg calls this a charade. This is about fair business and a company that does not stand behind their shoddy product. He has lied about so many things and twisted it to be all minor issues. This is his charade.

In another letter to Chase he states; "these clients apparently are suffering the same as many people in these difficult economic times and rather than pay for the product and service that they received and did not allow my company to resolve the minor issues, they want their money back. We spent time designing the system, paid for materials, sales commission and labor to build and install the system." He further states that the since the ten months of the installation has the client has never requested/allowed us to make good.

Tris admits to many of the mistakes herself. Her email to us she writes, stating it all in such a way that very smartly puts her in a non committal position for the responsibility. She did not listen to what we wanted for doors and she got the request for the trim correct but not the doors. As, stated before we discussed this with her very clearly we wanted paneled doors. He states we were on a tight budget! How he can make this assumption. This is so untrue. We never referred that we were on a budget at all to Tris. This is total fabrication.

I refused to take Mr. Greenberg's offers of "fixing the minor repairs" as he put it because he diminished and lied about what Roberto said concerning our job. He is a liar and I felt that any repairs done would have sealed the "deal" and left him unaccountable for any other parts of this mess if they had not been fixed to our satisfaction.

We are not unreasonable people, but we will not be taken to the "cleaners" on a product that is not worth even half of what we paid, nor work with someone who minimalize all the problems. I did go down and visit the showroom, which he states I did not. He does not know that I was there. What you see, there are very lovely examples of their much, much nicer lines.

I can no longer go on with this letter. It is so hard to write in this format. I have probably repeated paragraphs and issues several times. I hope someone takes time to read it and follow through with me. Sorry for the poor writing but I could not go back easily to see what I had already said.

The economical damage is that I have an $8,000 office system that is falling apart and was never completed. We won a debate with Chase from our Visa card and Mr. Greenberg from Office solutions in Marin, Ca. We just had our credit card re charged for this horrible product. So, now I have to go through this again? It is failing in so many areas and was never finished, done with code violations. Pieces left on the floor, the sales rep quit, it just goes on. I did not remove the system from the room, I have a new office system ready to install in the garage custom made to what I first wanted from another company. I have also paid for this so now I am into this office for quite a sum.

Mr. Greenberg, in his letters he had written to Chase slanders our good name as being financially unable to handle the costs, that is why we are wanting our money back. My husband and I are outraged at this slander he put in writing, it is wrong and unjust. There are many other untruths he states about us to support his case. We want to make this man accountable for his poor product and slanderous words. I hope this is what you are looking for here. We have just been so ripped off by a company and a franchise owner that despite his head installers report back to him, he says the issues are minor. Hardly! I will not remove this system from my home until I have my money back, so it is viewable to anyone that wants to see it. I want some type of action taken against Mr. Greenberg for his loose words said about us and he should not be in business and be able to do such things to clients.

After reading your blogs, I was quite leery of hiring this company. I am so glad I went by my instincts and tread ahead with them. Oshie, who is the manager, is creative, intelligent, and extremely concerned about the client, me. We worked well together on design and technique. I had two other closet companies in. And there's the loudest, pushiest, full of her self lady from whom I would not buy from her if she gave it away. Plus, her designs were terrible.

I have the most beautiful office, closets, and the most creative entertainment center with seedy glass, halogen lighting, stained wild, and flatscreen TV. I am thrilled with Closet Factory beyond my wildest thoughts. So before you read the downs, look at the ups and draw your own conclusion. This is a company that has many back-up companies around the world, That is who i want to share in my life. Buy from them. You will see that most of those written is just not so.

I was purchasing a small stand alone dresser and a closet wall unit for one side of my bedroom wall. I met with the designer Lewis who is very nice. We picked out a design and set the install date for April 22nd. The day before installation, I get a call from Bautista (the operations manager who no longer works there) saying that they had to cancel because the materials never came in. I was annoyed because my mom had flown in from California specifically that week to be in the apartment during install so that I would not have to take a day off work. If the materials did not come in, I am sure Bautista would have known well before a day in advance of the install date and it would have been good customer service to call as soon as they did not receive the materials in. But apparently, good customer service is not Closet Factory's style.

So then, it took another month but they were finally able to reschedule the install date for May 26th. I used a vacation day this time and take the day off of work to be in the apartment during installation. The designer and installer both arrive on time but things went bad pretty quickly from there. They showed up at the apartment and realized that the factory did not put half the install items in the van. There were no moldings, no drawers and the back of the stand alone dresser unit was missing. So clearly, they would have to come back regardless for a second install date. I asked them just to finish what they could today since I had already taken the day off.

Around noon, I leave the installer in the apartment briefly to run a few quick errands. I was gone no more than half an hour when the designer calls me to say that the installer has quit on the job and is leaving the apartment right now. I rush back to make sure he does not leave without locking the door and to see what has happened. Turns out most of the closet panels were cut wrong and when he started to install them, the shelves were crooked and there were large gaps. He also just left all the materials in my room and did not take anything out when he quit which was very rude. I called Closet Factory to complain about the 2nd attempt at installation and how it was botched again. After several phone calls, Debbie was helpful. She got me $200 off the balance and set up the install date for June 2nd.

So today is June 2nd. I take another day off of work to be in the apartment during installation and I get a call in the morning from the new operations manager, Eusi, that they have to cancel the install. He claims the installer got into a car accident on his way to the site. I asked if they could send a different installer or if that installer was okay and could just come later in the day. Eusi was very unhelpful, rude, and defensive even though this is clearly an issue on their end. He just simply said there was nothing at all they could do today.

I understand that accidents happen but this is the 3rd time now on my one install job and I would think that if anything, he would try to make an effort to remedy the situation. Either move some schedules around and get a different installer to come today or at least say we will install it tomorrow and offer you another discount for the inconvenience. In keeping with true Closet Factory style however, he offered no apologies and stuck with his "there is nothing I can do and I don't care" attitude.

So now I have put in another call to Debbie because I just do not want to deal with Eusi's attitude. Debbie is trying to reschedule the install (again for the 4th time now) and is looking into the possibility of getting me another discount on the balance for all the inconvenience. I will just have to wait and see what happens.

In summary, while my experience with Closet Factory is unfortunately not over, it has been a terrible one so far. Easily the worst customer service I have ever experienced and they are completely unreliable and a very poor work ethic. The cost was cheaper than other closet companies I received quotes from but it is absolutely not worth the hassle of dealing with them. They have 50% of my deposit and refuse to just give me a full refund and cancel the job, despite how many times they have messed this up. The only person that is actually good there is Debbie. At least, she will call me back when she says she will and helped with getting a discount when the installer quit on site.

To anyone reading these negative reviews please do not use Closet Factory. This company should not be allowed to be in business and if they cannot get the install right on the 4th try, I will also be reporting them to the Better Business Bureau.

I called on Monday to confirm the Wednesday appointment and was told that the appointment was scheduled for Wednesday afternoon. I called again on Tuesday to confirm again and was told that they would be there on Wednesday morning. I spoke to Bautista and said that Wednesday morning wouldn't work for me as I had meetings until 1 pm which is why I'd asked for Wednesday afternoon. Bautista was extremely rude and said that it had never been scheduled for Wednesday and that I had no right calling on Tuesday afternoon demanding to have a Wednesday appointment. I was shocked by his response and by his aggressive and angry tone. I must say that I don’t think I've ever been spoken to that way. I told him that he was extremely rude and that I was very surprised by this as everyone else I’d dealt with at the company had been very nice.

He continued to tell me that there was no way I was going to have the job completed on Wednesday because they were completely booked. At which point, I said that I was going to make a report to the Better Business Bureau, his response was “Go straight ahead.” I told him that his behavior was unacceptable at which point he told me to hold on for the manager. Eventually the manager, Bill **, came on the phone and I told him that I was very unhappy with the way in which Bautista had spoken to me. He then put me on hold, came back and said that he would have to call me back. I asked to remain on hold as I wanted to resolve the issue. Eventually, Bautista came on the phone and grudgingly apologized. He said that he had found out that I had requested a Wednesday afternoon appointment and had said that I would be unavailable on Friday. Therefore, he offered a Thursday time slot which unfortunately did not work for me, so I had to reschedule for January 9th.

Anyway, to cut a long story short, the closet was not completed until March 27th, nearly 4 months after the scheduled date! And to get it done, I had to make multiple weekly phone calls, send numerous emails and eventually send a letter by certified mail to the CEO of the company. Closet Factory cancelled 4 appointments all at the last minute, either the evening before or the morning of. They did show up another 4 times but something was always wrong, either the doors were the wrong size or made of the wrong material. Closet Factory and Bautista in particular, showed a complete lack of respect for me and for my time. I missed 5 days of work and had to live with an unfinished closet in my living/dining room for nearly 4 months.

many jobs were produced with inferior workmanship and product. customers were being fooled on a daily basis. credit cards were run without proper client approval and service call material was thrown together in a half hearted attempt to complete jobs!!!!! i was employed at closet factory west for about 3.5 years and the owners lied about our payroll and then locked their doors with no notice or concern for their employees;designers,or clients! be aware! i would also like to add how apalled i am at the lack of care and commitment shown from the corporate level as no calls to these offices have been returned to myself or my colleagues.

this action by the owners of the closet factory woodridge has caused my family and myself much financial hardship and stress!

I called the company and they sent the installation supervisor to inspect the damage and agreed to rebuild the cabinets for us. The installation supervisor said the failure was due to faulty design, where the original designer had exceeded the span limit for cabinets by over 30% (when the standard says the length should not exceed 36 inches the cabinets were 47 inches long).

We have a 19 month baby at home and we used to have her play in the garage all the time. The event has terrified us. We wanted to alert people who had closets installed by Closet Factory to have them come back and inspect the closets to make sure the safety standards have not been compromised. The impact of the fall can seriously injure people and pets. This is a very serious issue and needs to be addresses by the company immediately.

The installer came, gave me two options, (1) they could permanently cement tracks to my floor, (2) they would have to cover up plumbing that ran through my walls to install closet. I again advised that I was even more disturbed and simply wanted a refund. I was told that Padilla would be contacting me.

Two weeks went by, nothing. I contacted Padilla today, left a message with no return call. Called back again and he stated, Let's do this ma'am, I TOLD you you were not going to get a refund, with a great deal of hostility. I told him I thought I would in fact.

Next, the shelfs I ordered were not the correct edges and the glass encasing was not the right size. I was suppose to get a call from the manager that day and never got one. So I left a message for them to call me first thing the following working day and that I had enough of their ordeal and want a refund back from the wrong shelfs and the glass encasing. Not to my surprise did I get that call so I called them and talked to the 'installation manager'.

They will refund me the difference for the wrong shelfs they sent out. BUT they will not reimburse me for glass encasing which I never got installed. I could of just bought two shelfs myself at half the cost and put them in than endure their mistakes on installation times, installation materials, and a nasty manager (Anthony) who could care less of my ordeal. What kind of customer service is that? This is a SIMPLE project that was complete nightmare.

We had planned on finishing this project prior to the end of the year. We moved everything out of our garage and prepared everything for installation today. We now have to seek other bids and try to get the job completed. We signed a contract, and they took our money 3 weeks ago.

I felt pushed to approve the sketches the designer faxed over (she kept calling) and to get an installation date.

I swapped out shelves for rods on the sketch, and the price only went down $50 (which was ridiculous). The designer later told me she charged me for things when I took out the shelves that she had not charged me for before, leaving me feeling totally taken advantage of.

The installation went well, but the design was terrible -- completely unbalanced. I had one tiny section in the corner which no one could reach. The designer came out, agreed, but then couldn't be reached for days since she never told me she was going on vacation.

Designer passed me off to management but never told me. Management was very slow in responding and didn't seem to have any information I had emailed/faxed the designer.

Closet design was eventually partially fixed -- after SIX weeks of my clothes sitting on the floor.

-Fortunately, we did not have any economic or physical damage. Just a disappointing experience and a warning to others.

A designer came to our home right away. After a couple of hours and a few sketches we were sold. We entered into an agreement for a brand new wall to wall closet. The price was high, but the bill of goods we were sold sounded great and look great in paper and fotos from previous jobs. And what was great, the job would be completed before Thanksgiving (Nov 2005).

When the workers showed up to install the closet, the pieces were one foot too short from floor to ceiling and the entertainment section of the closet was not what we had been promised. We asked them to stop the installation and immediately contacted the designer. She adviced us that she had had many problems with the workshop not following specifications. As it turned out it was the designer's measurements that were off.

Her attempt at a fix was for my husband and I to purchase molding from Home Depot to cover the 12 inch gap and to leave the entertainment area the way it was. We refused so advised her to rework all the pieces or to return our down payment. After numerous calls our closet was finally installed on Dec. 24 5pm. We had one hour to clean, move furniture and organize the room befoe company showed up for Christmas Eve celebrations. The following day we noticed that some of the pieces had not been re-worked, the doors on the entertainment center were not flushed, the cabinet doors were coming undone, deep black marks were all over the desk area and the ceiling, you could see the marks where previous holes had been drilled and were not covered, workers ran out of time so the new molding to cover a 6in gap was not installed.

We couldn't get anyone to return our calls, it was always one excuse or another. One day my husband took time off work and went to the Closet Factory Office, he spoke to the President or Vice-President of that office. Her, I can care less attitude, was no different than her employees'.

But Closet Factory wasted no time in calling to collect the balance. When I explained that the job was unfunished I was informed that their records indicated the job was completed to our satisfaction on Dec 24.

Since I refused to pay, I kept receiving calls at my job demanding immediate payment and my credit card number for quick processing. We spent so much of our time and energy that we finally gave in, paid the balance and a worker was sent to fix some of the problems.

The veneer on the shelves keeps coming apart, we keep glueing it together. My husband had to fix the doors to the entertainment center. We've had no choice but to put up with the previous drilled and poorly covered holes within the desk area because in order to replace that specific section of the closet the entire structure had to be pulled apart. We were told it was lifetime guarantee. But when I called to have the shelfs repaired/replaced was advised that first I have to pay $150 for the visit.

The closet is very shoddily constructed, with very wide and uneven gaps between drawers, drawers that stick, uneven sanding, peeling veneers, gaping backing, etc. The installers essentially ignored some electrical plates, and our contractor had to come in after the fact and create access. We'll probably end up having much of the closet rebuilt or replaced by the person who is making our kitchen cabinets.

I have not tried to have the Closet Factory come back and repair their work because, frankly, I don't want them touching anything else. I am absolutely sick about what we spent, though, and I want other people to know what they could be getting themselves into. I did a lot of research beforehand, and this product seemed like the best out there, short of having completely custom work. I guess I was wrong.

I called yesterday, 1/13/07, to ask Closet Factory to come and fix the toppling bookcase. I began removing books and found that the one little clasp anchoring the bookcase to the wall had pulled loose taking a chunk of the plaster board shelving with it. I called Mary, Closet Factory representative, twice yesterday telling her I couldn't keep books in the bookshelf because I was afraid it would collapse. I asked her to call me to arrange for repair or replacement. I was prepared to negotiate payment since the bookcase held for the past 3 years but no one has even contacted me.

The company design of the installation is one only they know well enough to take down if I move and repair now that it seems to be falling apart. But, now that there are problems, they don't want to hear from me. I'll never have another Closet Factory job done for me again because they don't respond when there are problems. I don't have a clue what to do to get the bookcase repaired!

Additionally, in the contract you sign they have a clause of no chargebacks to your credit card because they know the nightmare they will put you through. When I complained to my credit card company about the numerous cancellations and unfinished work, Ms. Bensen actually replied with a letter full of lies about how many times they called me! Yeah sure, like I did not want the work completed.

A $8,000.00 closet that is crooked and incomplete. Six cancelled appointments that resulted in missed work and appointments for me. They damaged a wall in my brand new home carrying the wood in to the house.

On Friday, March 22, Mike D came out, measured the room, offered suggestions and told me that he would fax a plan to me not before the following Wednesday. I waited for two weeks after that Wednesday and called the Closet Factory. I was told he was in a meeting and would call me back as soon as he got out. It is now April 11 and I still haven't heard anything. The customer service is abominable. Obviously I am no longer interested in having Expo do ANY work for me but it may help other customers if something is done to improve its image. I now am buying all my home improvement supplies from Lowes.

I plan to go back up north for the summer months. I wanted the office completed before I left for the summer now it will have to wait until September.