Closet World

Then for the outside garage, I had also already measured it and laid something out. The suggestion she had was that after a certain length, she changed some of the sizes. There are three 48-inch cabinets and one 30-inch cabinet. So it was just about the sizes of the cabinets to get the max of the wall use and we worked on that. She also suggested putting a few more cabinets over the washer and dryer. But I told her I wanted to wait and see how everything else went before I did the rest of the garage and do the whole wall, which was about $2,800. But I had a 50% coupon and they deducted that.

The designer was nice and very good. She seemed like she was trying to lay out the best situation possible for what I wanted and listened to me. In fact, the designer seemed very professional and knew what she's doing. But I didn't research Closet World. I got the closet and it was under $1,000. I kind of knew in my head what it was gonna cost and she was within price. The product they had was good. But usually, I would have done Yelp.

I did do Yelp but it was after I made the purchase and I was scared to death. There were some awful things in their Yelp reviews and because I read those reviews, I was on guard. I noticed they charged me for the final amount before everything got installed. So I called up and the representative said they made a mistake. She apologized and said that she would reverse it, and she did. She reversed it right away. Some of the bad Yelp reviews I read seemed to be about the salesperson not explaining things correctly and maybe trying to add more stuff than they should have. But in my experience, they did everything they said they were gonna do.

Everybody was professional and they did a good job. The quality of the cabinets is good too. Before the installation in the garage, I had cleaned it out and painted it. Then when the installation team came out, they did all the measuring and cutting and they put everything in. They cleaned up and everything worked fine when they left. Also, after I had the closets put in, I wanted to get a few more shelves so I called up and they were very helpful. I talked to the manager at the San Marcos store and he gave me some special pricing on the shelves and ordered them. Then I went and picked them up. So he was good about that too. I didn't have any problems with that. I put the shelves in myself and it was not a big deal.

However, the installation experience was not amazing. Someone was supposed to come between 9:00 and 10:00 on the day of installation. What ended up happening was the installer who was assigned to me was no-show that day. The communication was really bad. So, they strung me along throughout the day. They ended up coming around close to 5:00. But, the two sent to expedite it ended up completing it that evening, after 8:00. We are really happy with the job done. Look into Closet World. It seems a pretty easy process and affordable.

During the initial installation, they didn’t have all the materials and they didn't know what they were installing in a couple of occasions. Some of the materials were wrong. The guy just left and he wanted me to sign paperwork. Nothing was done or correct and I said that I wasn't signing the paperwork, and he just shrugged his shoulders and left. I talked to the dispatch manager who was a really nice guy and he came out and met with me. I took another part of the day off from work and went through it with them. He was supposed to meet me for another meeting with his installer, but nobody showed, so it was another day they missed me.

I met with the branch manager who was a really great guy also and he got everything ordered, except a bunch of stuff didn’t show. He said that he was gonna meet the installer out there next time and that he would personally drive back and forth from the shop to keep making different parts until they get my closet done. They did that and they tore out the crown molding, the base, and one of the hamper doors that was drilled wrong. It was a bunch of stuff they had to do, but, in the end, when they finally finished, it was decent. I just wish they would have been able to do that in the very first time they came out. I've had clothes lying all over my house for two months. I wouldn’t recommend them.

We decided to put a walk-in closet and it has been working fine. We're still accommodating stuff, but so far so good. The closet uses the space that we had, so we're happy with it. The installer came in and installed the closet the day they told me. He did the installation in 2 hours and 10 minutes. However, we're not very tall people and the belt sliding rack was placed a little too high. My husband said that he can just move it, so I'm waiting for him to finish that. If he doesn’t do it by the end of this week, I'll call Closet World to have someone come back. Other than that, my experience with Closet World was good. They also gave us a good special that they had and offered a promotion. We took advantage of that and that worked out fine.

After that, I didn’t hear from him for a week and a half. I tried to get a hold of him, but I couldn’t. I called the salesperson and I got a call from the installation manager and found out that nothing was ordered. The manager said that he placed the order and he scheduled me for about a week out again. The second installer came out and brought the updated drawers, but they did not have a top. He gouged my wall in my staircase and when he was installing the shelf, he broke part of the shelf. I still have yet to hear a resolution or to hear from this manager. I am beyond upset at this point and I don’t know what to do.

Weeks later the doors were installed by a different company and just as I thought the drawers did not open because the sliding doors were now in the way. I called. Spoke to a different supervisor. Explained the situation again. He said, "Ok I'll send you a quote," I said "wait are you charging me?" He said, "Yes of course." If he has to redo the design I have to pay. I told him it was clearly their mistake and why would a customer have to pay??? He replied "well if you would have had the sliding doors installed first this would have not happened!" Wow so he clearly thought this was my mistake. He also said maybe I should talk to the designer maybe she measured incorrectly. He emailed the quote trying to charge me another $300 aside from the $2,000.00 I had already paid for the installation. I did not feel good about this so I decided to call the next day and speak to district manager.

He said "well I will give you a good price but I have to charge you something someone has to pay for the installers to go back to your house and redo the work." Unbelievable. I was so upset and could not believe the poor unprofessional treatment I was getting from this company, I had been a returning customer but never had I been treated this way. I decided to go to the next level. I spoke to the vice president of the company. I again explained my situation for the 4th time and he asked if I could measure a section of the closet and what did the actual plans have on it they clearly did not match, he immediately apologized and said it was clearly their mistake and someone would call me the same day to fix the problem.

He was the first person to apologize. I thought finally I could not believe why two supervisors and the district manager could not have done the same. Two weeks later the installer came back out and fixed their mistake. The first installer did not follow the measurements the designer had written. This created the problem. Closet World supervisors and manager I hope you learn from this experience and listen to your customers after all we pay you to measure and install, maybe customer satisfaction should be at the top of your priority list instead of just making money. I definitely will not be a returning customer nor will I ever refer anyone to your company again. Very disappointed former customer.

We had a walk-in closet installed and the design was perfect. However, Closet World messed up on the jewelry tray that my wife had ordered. It didn’t arrive with the rest of the closet on the installation date. I asked them about it and I was told that they ordered it and it will be delivered in about two weeks. But it was at least three months from the original meeting to the installation date, so they had all that time to get that in. I think they forgot to order it and they just ordered it at that point. And then instead of owning it and apologizing, the guy I spoke with tried to make excuses saying that since it’s a custom-design, it takes longer.

Then after the first guy who did the installation was gone, I did a close inspection of the closet. I looked at the shelves and I noticed that the pins were put in haphazardly. Some of them were flat, some of them were sideways and some of them were round. Some on one corner might be on the flat side, the other one would be on the round side so then, it was making it uneven. I would have put them in flat-side-up, so I went through every shelf and re-did it myself. Plus, there was dust inside the drawers like they’ve been sitting in the warehouse and they weren’t wiped down. I asked them about it later on and the lady said that they should be clean and wiped down when I got them. There were also shelves that had some glue residue on them so I cleaned those up myself, too.

Also, I noticed that one of the jewelry shelf's handles was not parallel. I took a closer look at it and one side slipped off the screw. It turned out that one of the screws on the handle was overtightened and stripped out. Having some experience with mechanical stuff, I know that if you stripped a screw out you know it right away it won’t tighten up. So, another guy came out in a day or two after I reported it and had to replace the handle. We were not happy with the installation because of those things but we’ve been happy with the assistance so far. And now, once the dust has settled and everything was corrected, we’re really happy.

The installers were very nice too. It didn’t take them too long to do the job. The only thing is when my daughter came and we put the clothes back in, we found out that the top bar should’ve been higher. Somehow, the measurements got wrong. The designer told my daughter that she thinks she made a mistake. Closet World said they would come back but it’s been a couple of weeks and they haven’t come back. I'm just waiting for them and I hope it won’t be until after Thanksgiving is over. I’ll be happy when it’s all finished. But still, it was a good and pleasant experience.

We did closets although one was totally no closet. We just put basic stuff. Then the other one was an old closet with the wood rot so we just updated them. They were just old. And the installation was good. My roommate got a different guy than me and that guy came to look at my installation. He said the other guy had forgotten to fasten something to the wall and he took care of it. He called the corporate office and they told him to go ahead and correct it. He looked after the other one so that was good. That worked out well. When we needed to add some other shelves later, I called our saleslady and she told me to just call the corporate office. Then I went to pick them up so that was easy. Everything was taken care of and we were very happy with the outcome.

We had a Murphy bed installed in the center of the garage cabinet and it wasn't quite framed symmetrically on either side. I noticed that before the installers were about to leave and I told them that it was gonna bother me. I could see a big space. Also, there were some discolorations on the cabinets that were not looking so great for being new. They came right out the very next day and switched out that cabinet, and fixed the leveling of the Murphy bed. They were super responsive, respectful and got it done. Closet World is great and more people should use them. It's worth the investment.

The designer we dealt with was really nice and we had a good rapport. She answered all of my questions and addressed everything in a nice way. The installation team that came was very professional as well. We had some issues though, like the drawers that are really large and heavy and the standard size slides aren't gonna be enough to carry the weight, so they need to replace those with more heavy duty hardware. They're doing that next week. They are handling that without any disruption to me, so that has been great.

However, the reason why I was very disappointed was that the service that was provided after I finished with the designer and placed the order was not good. First of all, I scheduled an appointment and took a day off. My first appointment was at 11:00, and they called me at 10:45 saying that the person wouldn’t be there before 1:00 and that I shouldn’t wait. That was okay and I was already happy that somebody called and notified me and I could do other things.

After that, nobody called me and I was waiting and waiting and waiting. 4:00 came and I called Closet World asking where the worker was because I was invited somewhere else and I had to go somewhere else and in between, I had another appointment that I was stuck with. Closet World told me the worker was driving, and he came closer to 6:00. But there was no light in the rooms as it is new construction. There was only in the living room but not in the rooms. I asked the worker if he would able to finish the work, and he told me no. He said it'd better to reschedule and that he could come back the next day, Saturday.

This guy never showed up but then he texted me saying that he had a family emergency, which was understandable, but it was then my second day. I called the designer and she told me that she emailed Closet World and all of the supervisors asking if somebody could come and accommodate the schedule. One of the supervisors called me and said they couldn't send me a person on Saturday, but somebody could come on Monday even though it was a long weekend. But nobody called. Also, she told me one of the supervisors was gonna call and they were gonna accommodate my schedule. One of the supervisors called me and when I told him this, he told me that the work had to be done in the morning. I scheduled another appointment in the morning and nobody came again. And then, we rescheduled again and they came late.

They put the rod in one shelf and the worker needed to take it out, and the way he was working, he was just tearing the walls apart. He was not even taking it out gently. He ruined one of the walls. Then he left again just because I couldn’t be there for the appointment since they screwed up twice. When I came home, I couldn’t adjust any of the rails because the shelves were very tight. We took out the rod but we couldn’t put it on another place because it was very tight. Then, I had to call and reschedule again. It took weeks and weeks and weeks and I already moved in. I couldn’t put on anything and it was very frustrating. Then they had to come back and redo the shelves. They had to recut some of the shelves as well as the rod. And in one of the shelves in one of the rooms, the basic shelf was broken. He had to come back again to fix the shelves but he didn’t replace it.

For now, the work has been completed but the basic shelf is damaged and it wasn’t replaced. I didn’t call after that anymore because I don’t wanna deal with that anymore. It was a very frustrating experience. When I ordered these three shelves, I wanted to proceed with ordering either shelves or do the cabinet in the laundry room, but I couldn’t order at the same time because it was a very high price. But now, I will not consider calling Closet World at all. There were different managers and I felt like they didn’t do their work. None of them cared or even apologized.

Also, they came out twice and the time they give are the times I gotta have. They said, "We're coming out tomorrow." I work. I can't just take time off work like that. They have to give me a week's notice. I was able to come in, but they had to redesign, so they came back the following week. And I told them that if they could come back around the same time, and they said that would be no problem. They came in Thursday. I got a phone call Wednesday asking me what time they were gonna come in, and I told them after 1 pm because I had to work. I got a phone call on Thursday when they came to install and it was at 12:15 pm, and they texted me they were gonna be here at 1 o'clock, and I was still at work. So I had to leave work rush just to get to my house. And I didn't like that. Luckily, my boss is not that strict, so I was able to take off.

The designer was very nice and I got what I wanted. But there’s a big gap and I said, “We didn’t plan right. The planner didn’t plan right.” It was no big deal. It was nobody’s fault. But there's a big gap and you can put another shelf in there that will hold pasta jars and stuff like that, and why not because it’s off the kitchen. And the guy said, “Okay. I’ll order it and I’ll come back and put it in.” Then the guy disappeared and somebody else called me and said that they’d look into it. But that was a week ago and nothing has happened. I’m waiting for two shelves for a month now. I’m not happy with the service there. I don’t know what’s going to happen next. I was happy with the closet, but the service and their promises don’t mean anything. I wouldn’t recommend Closet World because they can’t follow through.

But it was okay with the installer and the installation took one day. However, the installer, Nick brought in the wrong key for the cabinet that he installed. It wasn't his fault though. Before he left, he said that somebody would be coming back and be bringing the right key for the cabinet. But it has been a month now that it hasn’t been done. So, I have my cabinet but I cannot lock it ‘cause I don’t have the right key. So, I called them the day before yesterday and I told them about that. Finally, they said that they were going to send some people to bring me the key.

Bunny was very efficient and she listened and then when I decided to order, I called up and ordered. We had the two closet inserts installed with double hang. The installers did very well. Closet World was satisfactory. We have a rental that we might be doing some work in the closet and I would have them come out and give us some idea. And it would be another bare-bone thing. So, I would use them again. They were efficient and they followed up and told us about what time that they’d be in and they were efficient. We weren’t left on hold forever. My decorator knew about them and she says they were good. I especially liked Bunny. She did not pressure me, but she was very efficient when I called her and said, “Can we come down and look at the stuff and do you wanna come back and close the deal?” She was right on time, which is unusual these days.

They did the master closet first and came back to start the store room and they were going bring a new drawer and they didn’t bring it. There was a second drawer that was supposed to have two dividers made out of wood and they brought that one with dividers into nine sections instead of three and again, the crummy plastic dividers. They still haven't brought back the drawers. Also, they were supposed to make an extra shelf for the master closet which I still don’t have. And when they came to do the storage room, one of the parts that they brought was wrong, so they had to remake that.

I've spoken to a man named Harry who is I think involved in the installation and he was supposed to coordinate things. They don’t know what they're doing. Apparently, the salesperson is one thing and then the order department is another thing. Then, they order it from some manufacturer which is a totally different enterprise. It's like the left hand has no idea what the right hand is doing and they're doing a really poor job.