Closet Factory Reviews

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.