We ordered a media center and a closet organizer for our new home a total price that is in the…read more$6.000 range, for reference. Our "designer" (Patti) was not great to work with, talked a mile a minute, repeatedly spoke over us and had no follow up skills once the contract was signed.
In fact, I have never heard from her again, nor have I heard from anyone from Closet Works to date to discuss this situation despite multiple requests for someone in management to call me back.
Our initial install date was on December 15th, 2021.
On the install date, there were MANY issues the main ones are below, but there are several more more minor issues that need to be addressed:
1. The wall and the locations of the outlets were measured incorrectly forcing the installers to do cutouts to the boards between cabinet sections to accommodate outlets. -- This renders the outlets unusable since the drawers push against the outlets, forcing us to choose a smaller drawer box.
2. Missing parts to the overall design.
3. Incorrect holes drilled in doors for the knobs, forcing us to choose a different design with credit or reorder all 4 of the doors.
4. Other design issues or incorrect parts for the media center and closet.
5. Damage by the installers to our ceiling and floor.
This is only the beginning of the lack of any actual customer service and professionalism by Closet Works, their owners or leadership.
Once the installers discovered these issues, they told me to "contact our designer." Which I did, and she promptly sent me to voicemail. When she did call back, she was apparently in too much of a rush to speak to me, so asked me to send her an email with all of the issues and pictures and "she would get it taken care of."
Fast forward a few weeks (4 weeks to be exact), we had not heard anything. So I followed up with an email to our designer and received an email from the designer that stated "This is all my fault. I'm going to complete the order today. I've been sick then helping others sick. I'm so very sorry. " So ok, fine - I get it things happen. Two weeks later, I have still not heard anything definitive - so I called myself...
I was directed to Amanda in service, who is apparently in charge of post install issues.. She informed me that she had not been made aware of any of these issues that needed to be corrected. We are now 6 WEEKS POST INITIAL INSTALLATION at this point.
Amanda asked me to send pictures, make decisions about what needed to be done, which size drawers needed to be installed, etc., etc.. A point of note nobody has come back out to the house to look and see what needed to be done so if it's wrong again, that's on Closet works. I did, and guess what - I never heard from here again or any confirmation that we were moving forward.
SO...here we are NOW 3 months+ post install and no resolution. We have been unable to use our TV and media center now for 3 months. But I did receive a call this week - stating they could come back on March 23rd and install / fix the items that needed to be addressed, a date that is 4+ months post install!!!! Are you serious???
I've called several times, asked to speak to a manager and never once received a call back, apology, or confirmation that they had started to fix the issues! Also, my floor and ceiling are still damaged and there has been no comment on those issues or indication of repair.
It's not worth the trouble to save a few dollars, go somewhere else and save yourself the hassle.