Closets By Design

Awful customer service. As you can see from the photos of my very basic install, they do messy work. Then on top of that, when I call to complain they aren’t apologetic and don’t offer any sort of refund/​credits instead making the installer come back out to repair the holes left in my walls.
Please do yourself a favor and use another company.

If you want a terrible product followed by poor customer service, by all means, call them up. We had a system in place but thought they could improve our closets. They actually made our closets smaller.

Big Fan!!! Sue came up with a great design. The installer had clearly done this for many years. It all looks great and is effective. I called back to order some additional shelves and Yvette took care of it with no hassle and spent the quite a bit of time with me on the phone to make sure we got it right. Very good experience. Will use them again.

Laughing out loud at Brad’s comments! He might have a second career in private investigating! Hope it’s better than his customer service skills :) But… now you can all see how unapologetic these people are. Seriously cannot wait to be done with this company forever. If they ever decide to get my closet right…
I would like to add, Brad, that while I left 69 negative reviews I left 45 positive ones. That’s a ⁴⁰⁄₆₀ ratio by the way in case you can’t/don’t want to do the math.
I would like to point out my Elite status on Unilocal so that everyone knows that my reviews are based on truth and fact and if they were boring, no one would want to read them :)

I previously had them do my master closet and was really happy with it. I just recently had them design my home office and I’m so thankful because it makes my workday so efficient and less stressed.

I had a great experience with Closets By Design!
From the designer who came out and spent a few hours with me making sure my closet was exactly how I wanted it, to the installers who were very clean and professional and on time and the office staff was always very helpful and friendly when I called.
I would highly recommend them to anyone!

Originally things did not go to plan with my desk being damaged and them having to schedule another day with me. But in the end they definitely came through as they are coming in and putting in my entire desk and they took care of me. Very happy customer in the end.

Where do I begin? I will say I should have read more reviews before hiring this company to do a small job in my bathroom. While I will say I like the look of the final project, it took serveral phone calls and very poor if any customer service. They are the nastiest people to deal with.
When I called for my free estimate, I got a designer, Terry, who I loved. She really made me feel like this was what I was looking for and it would be the custom look of cabinetry in my bathroom. While her drawings and measurements were very basic, (no computer program) I trusted her it would look great. She no longer works for the company.
About 2 weeks before my instal I received an email from Brian saying we are on target to be there. About 1 week prior to instal I received a phone call from a very irate Brian asking why I never answer my phone or call him back. I respectively said why wouldn’t I call him back if I knew my beautiful cabinets were arriving. He continued to yell at me to the point I said I don’t want to talk to him any more. He wanted to tell me that they would not be able to instal in the next week because I never picked out my hardware. I highly doubt that was the reason but to yell at me for not answering my phone is incomprehensible. He had all phone numbers and emails correct. I figure he never really called until he realized there would be a delay in the instal. When I asked Brian for the owner, Brad, he said he doesn’t call people. I tried to contact him on my own to discuss this matter and have left messages but have never gotten a reply.
The next day, Brian called back to give me a new install date and said he was sorry he yelled at me as he was having a bad day!!! What!!! What a loser! That is his job!
So the very capable and handy installer came. They are NOT custom. It basically is their pre made cabinets with shims to fill in gaps. It looks nice except for the bottom of the top cabinets that are finished with a matching tape to look like wood.
So, about 3 days after writing this Unilocal review I got a call from Ed, Director of Marketing at Closets by Design. He was very pleasant and wanted to make this disaster right. Finally, someone is listening over there. Unfortunate it took a Unilocal review to get their attention. But, he has bent over backwards to make my cabinets correct. Scott, chief installer, came over, took pictures, and agreed the first job was shotty. Today, Scott came over and installed the cabinets much better. I am happy with the final result. They also gave me a $ 100 gift card which was extra nice.

We are happy with the quality of the closets we had installed in our garage, laundry room and master bedroom.

They already came out and did my master closet, great job! I then had them design a home office for a specific area of my house, it was totally customized and the designer had some good ideas about making the best use of the walls.

I am an owner of rental properties. I scheduled an appointment two days ago to have a sales consultant meet me at one of properties to have some closets redone. Was told that I would receive a email confirmation confirming the appointment and to let me know who i would be meeting. Appointment is tomorrow and still no contact so I call to make sure the meeting was on. My tenant is taking the day off as well so we can get her input. Just called the Closet By Design office to confirm my appointment. Was handled by a VERY RUDE woman. Who reminded me that I just called two days ago. Is it too much to assume that when a company tells you something that they should do what they tell you? Maybe a correct response would have been. I am sorry sir that we did not verify your appointment as we had instructed you but that our designer Susan is scheduled to meet you tomorrow.
I just read the other reviews out here about this company. I am going to cancel the appointment. Poor customer services seems to be their trademark.

Outstanding service and workmanship. Responding to a newspaer add, I called and was given a prompt appointment with our designer, who guided me efficiently through the planning of our project, then promptly arranged for the work to be accomplished. The workers were prompt, polite and efficient – finishing ahead of schedule and cleaning up nicely afterwards. Most important, each aspect of the job was well crafted and installed. We are completely satisfied with the beautiful result and the seamless execution of this work.

Lady designer sales rep was nice and pleasant on time for her appointment
She listen and hand drew the closets designs not sophisticated but decent but hand drawings in 21 century interesting
Anyway when I received propsal it was the least professional proposal I ever received
and I was dusturb by high price after 40% discount plus additional 10% my linens closet 5 white shelves would cost 426 $ yes it is correct !!!
My other closet pricing was actually even worse after 50% off my price was 30% higher then regular price of competition
I expressed my concerns and was very clear this is not acceptable at all
Be aware !!!
Do comparison shopping !!!

My pantry is beautiful

Product is fine but customer service is horrendous I will never use this company again. Was told install would be in 4 weeks. Never called me to schedule. I finally texted the salesperson a week later to find out what was going on. I was told the install date, 6+ weeks out, with no thought if that date was ok with me. Instead, when I said I had a training class that day, I was told I could wait another week for it to be installed. When I asked to speak with a manager, that took 3 phone calls to be accomplished. Then when I did, all he (Ed) could say was that I would be happy with the closets. No apology for the inconveniences or lies or lack of communication. Nothing. Several days or a week later, they call and move up the date for the install. Great. They install my pantry and very small bedroom closet (to a tune of $ 3,049). The clothes in the bedroom closet fell 3x in 3 days. The rods were not cut right. The left wall was very loose and pieces of the cabinetry was damaged with marks. Took 3 – 4 days for someone to call me about scheduling for it to be fixed. Then I was told I could wait another week for someone to come out. She said they would be there around 8:30. I explained I needed someone there as early to 8 as possible as I had to go to work. I already took off an entire day for the original install date (they were at my house less than 4 hours). She said no problem and she would even have them call when they left the shop in Addison. No phone call. When I called at 8:30 or so to see where they were, I was told «he isn’t answering his phone so he must be on the way». Finally showed at 9:10 am. The rod was replaced. The left wall was tightened. The trim piece that I had told them was damaged was «touched up» not replaced. As well as the other piece that had marks on it after fixing the left wall. When he gave me the ticket to sign, the notes for him from the office said he was to arrive close to 9:30…9:30??? How is that anywhere near 8am???
I wrote an email to the install supervisor last week. When I called to find out where the technician was the day of the service call, she answered the phone. I asked if she had received my email as I had not received a response. She said she was out of the office sick but would check for it. That was 3 days ago. Still no response.
I run a service company and this is just appalling to me. We would never treat our customers like this. It’s called common courtesy people. I have at least 3 other closets to do. They won’t be getting my business.

Like other Unilocalers, I wish I had known about the appalling customer service this company provides before I decided to go with them. First of all, while I liked the sales person who came out to our place I had a few issues with her. We had decided to do my husband’s closet and were inquiring about mine. She kept looking at her watch so we asked her if she had another appointment. She said that she didn’t but that she was barely making any money off our project between the gas and parking and that she wouldn’t be coming back to our place if we didn’t decide we were going to place an order for my closet as well. I found it inappropriate to make such a statement to a customer. We didn’t want to make a decision under pressure as these closets are not cheap so she was kind enough to give us the option of deciding over the phone. All was okay.
Then, a couple of days before our installation appointment, I called the company to reiterate that the installation had to be complete by 5 pm because of our condo rules. I left a message but no one returned my call. So, I called back the next day. The receptionist, Jan, answered my call. She was very short with me and didn’t seem to care to listen to what I had to say. When I told her that she was being impolite, she said «I’m sorry you feel that way, call the office in the morning, and have a good day.» Then she hung up on me while I was still talking! I couldn’t believe that anyone do that so I called back. She answered the call again and I told her that it was not appropriate for her to hang up on a customer… she was extremely rude and hung up on me again!
I wrote an email to the installation supervisor regarding my experience and to my surprise, I received no response. I’m am very disappointed and appalled at the service I received. Had I known this was the level of service I was going to receive, I would have gone with another company. I suggest that anyone considering having their closets done go elsewhere because this company lacks professionalism and simple courtesy.

Wish I’d visited Unilocal before hiring this company… as other Unilocalers have said, I would have liked to give them a 4 star, because our closets did end up looking and working great.
The saga started in August, when we were basically given a similar quote by 2 comparable companies, but CBD sucked us in by saying they could get the project done ASAP and get started in 2 weeks. It is now Feb 14, and they have just completed the project. We had a pantry and 4 closets done — a HUGE project and investment in our new home.
From day 1, the work was incomplete and shoddy. After multiple phone calls and emails, we were able to get the «head» installer come out to oversee the projects and fix the uneven walls, put back our existing base molding to cover up the areas they had ripped it out, and put in the crown molding that we had paid for but they just neglected to put in. Also, as another Unilocaler mentioned, they repeatedly had missing parts, including closet knobs, molding, closet handles. Any time a project was «done,» someone had to come back out to fix some mistake. Our master closet took a total of 4 visits — because of installing mistakes — to complete. In addition, anytime we called and spoke to someone, we’d get promised a callback when they figured their stuff out, but I’d never hear from anyone… I’d wait a week and callback. So their customer service was horrendous.
Additionally, the right hand seemed to have no idea what the left hand was doing, so we were getting passed around from one person to another.
When we called to notify them that having to be at home 3 additional times so they could come finish the project, one would expect some sort of good faith compensation, like a credit or the such to compensate us for our time and multiple messups on their part. We were told they would ask the owner and get back to us. As per usual, nobody got back to us, so I called… again…to follow up. They basically gave us $ 100 off of a 13,000 project, which is 1%.
Our closets in the end do look nice, but unless you enjoy spending a lot of time on the phone and if you don’t mind 6 months and multiple attempts to complete a project — STAY CLEAR!

Great experience — excellent results. Back in October I stopped into the showroom in Addison. I had a desire to add a built-​in unit to my dining room to give the room more definition. I made an appointment while at the showroom and my designer came the following day. It was a no pressure wonderful experience. She understood my vision and showed me the catalog and we discussed the various materials and pricing options. I settled on a design and gave her a check for ½ on the spot. We set up an installation date for 12÷3÷13. I received a call the day before reminding me of the install. I got a call from the installers providing a 2 hour window for the start of the project. Two installers showed up on time and were done within 2.5 hours. They even vacuumed and polished the unit. It is lovely — a wonderful addition to the room and installed perfectly. I am truly happy. I think the value is worth the money spent, but I did not get other quotes — that is why I did not provide 5 stars.

Wow, what a let down. I should have read these reviews before I gave them ½ down.
The only part that went right was them taking my money. My rep told me to give her 2 weeks notice before I needed my install completed. I called yesterday to schedule the install. I was told that they couldn’t complete the install until July 12^th. Guess all my things will get piled on the floor until then.
We’ll see if they actually show up then. Not very happy!

This should have been a 5 star review. After all, the end result is quite lovely. But the journey it took me to get there cost Closets by Design some major points.
I had Closets by Design and their competitor come bid on a project to create me the closet of my dreams. Closets by Design had the advantage going in as I live in an old house with lots of angles and curves and since their product is floor mounted and not wall mounted– I knew that it would work better in the space that I had.
The salesperson that was assigned to me almost cost them the job from the beginning. It wasn’t that she wasn’t knowledgeable– she was and offered up some great ideas-​it was that it was all about her. When i tried to send her the info for the down payment– it wouldn’t go through that day electronically so when I said I’d mail it-​she went into a panic as she «needed the money to close out her quarter». Not my problem. As the customer– it wasn’t my first priority if she made her quarter or not. Who tells the customer that?
Next up– she calls to confirm my installation on Thursday for the following Monday. A day later– the owner of the place calls to tell me that they don’t have the wood for my project and that we have to reschedule for 3 weeks later. How could my salesperson not know this??? Again– the inconvenience was on me as i had to reschedule an electrician who was coming to set up the lights for the closet. The owner said he would make good on the inconvenience but I never heard another word from him.
Finally– they forgot about a mirror and some molding and had to come back and install that. Their maintenance guy was great– but the mirror was the wrong size the first time. I called my sales person and she told me she was in a meeting and that I needed to call the office. What? What kind of a sales person says that while their person is at my house installing something??? Not only was I infuriated but the maintenance guy couldn’t believe what he was hearing!
The right mirror finally came. The electrician got the lights to work and I now have a closet that is amazing. But if I had to do it all over again– i wouldn’t use Closets by Design. At least not this location. For what I paid to have this done, it should have been effortless. And it wasn’t.