The team at Closets by Design out of Rochester was wonderful. Our designer came to our home, sat with us and talked about the different options available, color choices. He measured the space and created a detailed drawing of the space. The installation was seamless. We discovered after installation that we needed additional shoe and clothing shelving. We contacted them and they installed the additional shelves we requested the following week. Very quick responses, very attentive to our needs and making sure we are happy with the product. Thank you so much we love our closet! read more

I would strongly caution anyone considering Closets by Design of Rochester. We signed our contract on August 20, 2026, for a $4,300 closet project and paid a 50% deposit. What followed has been an incredibly frustrating experience. Our original installation was scheduled for September 11 but did not take place due to an error made by their designer. Despite no work being performed that day, the company charged the remaining 50% of our balance. The installation was rescheduled for September 29. However, that morning, Jake, the installation manager, called to inform me that his installers had called out sick and nobody was available to perform the installation. Two days later, Lynsey finally called to reschedule the installation for October 14. I expressed my frustration that I was being asked to wait another two weeks after multiple delays. She told me she would speak with someone to see whether an earlier installation date could be arranged and would get back to me. I never received a follow-up call. On October 14, the installation finally took place, but the quality of workmanship was completely unacceptable. The crown molding was improperly installed and unfinished, with visible seams and misaligned joints. There were also poorly fitted components, chipped and unfinished edges exposing particleboard, and numerous scratches, scuffs, and defects throughout the cabinetry and shelving. When we questioned the quality of the crown molding, the installer became argumentative and insisted the workmanship was acceptable and that he has been an installer for "15 years". Based on the horrible quality of his work, it looked like it was his first day on the job. He also suggested that we use acetone ourselves to try to remove the scuffs and marks on the cabinetry and shelving. To make matters worse, our freshly painted walls and ceilings were left scratched, gouged, dirty, and covered in handprints. The closet components were also left extremely dusty and dirty. As unacceptable as the workmanship was, the complete lack of communication and accountability from management has been even worse. As soon as the installers left on October 14, I immediately called the company and asked to speak to someone in management. Lynsey told me that nobody was available, so I then sent a detailed email documenting the issues, including photographs. The following day, Lynsey replied to my email and said that she would forward my email to management. That is the only response I have received. I have called every day since. Most calls go to an answering service, where I am repeatedly told a message will be left requesting a return call. When I do reach Lynsey, she tells me nobody is available to speak with me but cannot explain when someone will be available or when I should expect a response. Despite repeated phone calls, follow-up emails, and a final written request for resolution, not a single member of management has contacted me or even acknowledged my complaint. This complete lack of responsiveness is unacceptable. For a $4,300 project, I expected professional workmanship and a company willing to stand behind its work. Instead, I have been left with a defective closet, damage to my home, and absolutely no customer service. At this point, I have no confidence in this company's ability to properly correct the work. I've contacted an independent carpenter to assess the installation, identify the work that needs to be corrected, and determine what repairs are necessary to properly address the defects and damage left behind. Since this company refuses to acknowledge my complaint, I have filed a formal complaint with the Better Business Bureau and the Attorney General and initiated a dispute with my credit card company. I have also noticed several recent reviews from other customers describing very similar experiences involving installation problems, delays, poor workmanship, and difficulty getting management to respond. These repeated complaints point to a disturbing pattern--not one isolated customer experience. I strongly encourage anyone considering Closets by Design of Rochester to read the recent customer reviews and carefully consider their options before signing a contract or making a payment. This whole situation has been a nightmare! read more

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STAY AWAY. My closet was scheduled to be completed at the end of August. We are over halfway into October and SIX visits and still not complete. The first installer hurt his shoulder on the job prior to ours and installed a portion and had to leave (I get it, things happen). The next installer (which was 2 weeks after leaving our belongings all over our room and still are to this day) came and let me know he didn't have all of the pieces to finish and that I would receive a call the following day with a reschedule. The next appt was scheduled for 2 weeks after that date. Nobody showed and when I called they let me know I wasn't on the schedule and would receive a phone call I never ended up receiving again. The next installer came out, didn't have the parts to finish (again). Owner gets involved says Saturday October 17th they will finish. GUESS WHAT? I get a phone call that morning that the parts arrived broken and they cannot install. "I will get a phone call on Monday to discuss next date." Today is Tuesday and I just reached out to an answering service. Never once have I received a call when they told me I would and I have had to chase them down. Not only have I spoken to the office, the manager and now the owner and nobody seems to care to finish the project. To say I'm upset is an understatement. I have taken multiple days off of work and have had zero communication let alone an apology. Go with literally any other place for your business. read more

Waiting for a call or email back. Install wasn't finished. Problem with design. What they installed isn't even what we ordered. Missing pieces and parts. This company has been a nightmare. We are in tears. read more

I used Closets By Design in Naples Florida and had great success. Closets By Design-Rochester is a completely different story. Don't walk away, run! The installation didn't come close to the work that we got in Florida. The installers couldn't get simple measurements correct, the wood was chipped and poorly cut and installed. Called the office and asked for 50% of my money to be credited back until the issues were resolved. Never happened. The installation supervisor (Jake) came out to look at the job and had no answers. Actually told me that the installers don't coordinate or work with the designers. Finally got a hold of the owner Matt and he said they would issue a 100% credit on 10/9/26 then come and remove poor work that was completed. They removed the materials on 10/12/26 but it's been a week since I was told I would be issued a credit and nothing. Thankfully I had opened a complaint with my CC company. Do not do business with this company. Going to follow up with my CC company and file a complaint with the Better Business Bureau and the NYS attorney general. read more

Buyer Beware: Closets by Design (Victor, NY) - $3,250 for an Unusable Closet I paid Closets by Design $3,250 for a custom closet system in August 2025. As of today (April 2026), my closet is still incomplete and unusable. Here's what happened: Missing shelves were never delivered/installed (twice); Missing cabinet doors were never delivered/installed (twice); Rods were cut too short and cannot be used (twice); Incorrect color of hardware was installed; Multiple components arrived damaged with dings and chipped paint; Installers broke furniture in my home; A full redesign was ordered--and also delivered incorrectly; Final install attempt was canceled after the installer confirmed everything was still wrong. Despite months of communication and multiple chances to fix this, the company has failed to complete the project or offer a resolution. I have: Paid in full (50% required prior to booking and remainder required BEFORE install begins) Taken two days off from work Waited more than six months On 3/11/26, I formally requested a full refund, sent via certified mail; no response was given. I have now filed complaints with the BBB and NYS Attorney General. My shoes remain in totes throughout my second-floor, I've purchased temporary plastic shelving to help store clothing, but still have numerous totes and piles throughout my upstairs. Items intended to be hung are stored in my home office because the closet rods keep falling down. On its best day, the closet looks like I pieced together materials from a dumpster. If you're considering using this company--proceed with caution, and run. PS - I assure you that any response this company makes to this post will be totally bogus, and I have the emails and letters to prove it! read more

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Well so far my experience with closet by design is not favorable one. My installation date was cancelled at the last minute the day of my appointment. I was contacted only after I had texted my salesperson. Installer became ill at 11:30am that morning. I'm now scheduled for mid week, not able to give me a specific time only in the afternoon, ugh. I will continue my review after (if) the installation is completed read more

This was the worst craftsmanship I've ever seen. I would never use this company or recommend them to anyone. Had another closet done years ago by California closets and this company doesn't hold a candle to them. Having to pay them in full prior to them even unloading the material should have been my first red flag. Tried to contact customer service to come see the poor installation and workmanship all to get no respone. Forget their discount coupon... I threw away $9,000 and have continued to try and contact them to resolve the issue at no avail. read more

This franchise is butt. Install is not what requested. They did not follow specs. Seem unable or unwilling to make corrections or refund. Customer service is zero. 3d attempt to get it right. Keep being told to live with it. Zero return phone calls. Keep sending unwanted people to my home. Go to California Closets or anywhere else or be sorry. Now, I have to pay an attorney to get satisfaction. BUTT company. Anita read more

DO NOT HIRE THIS COMPANY!!!! I agreed to a Garage installation and when they came to do the work (1) they insisted on my paying the balance due upfront or they would not start the installation. When I said I would not pay the balance due (after giving them a 50% deposit) until they completed and I was satisfied with their work they agreed to make an exception. (2) Their employee, Felix, unloaded materials and completed the flooring. The next day no one showed up until I made repeated calls and not until after noon (they kept telling me Felix was on his way). A new employee, Ernest finally arrived after noon, told me Felix was no longer with the company, looked at all the materials and said there were some things missing and admitted he didn't really know what to do. He called his manager and after talking with him on the phone agreed Ernest should just leave as he was not capable of completing the job (he admitted he had only been with the company for a few months). No follow-up afterwards; horrible customer service (no call to say the work would be delayed and lying about Felix being on the way); poor quality (missing materials, untrained employees); lack of honesty/integrity and extreme pressure for payment prior to completion of the job; job incomplete. The very worst experience I could have imagined - I now have a garage filled with materials sitting on the floor with no idea how to complete this project and no access to the garage for my cars. An absolute nightmare. DO NOT HIRE THIS COMPANY!!!! I will be following up with the Better Business Bureau and my attorney. read more

Update to my previous review: Steer clear of Closets by Design based out of Victor, NY. We had a huge issue with install time (4 separate install dates and jobs still not completed), install ability (cabinets broken, unlevel, twisted toe plates), damage to our floor (not even the floor in the area of install), communication issues (needing to show up to the shop in person after 2-3 weeks of no responses before having a response) and so much more. They make you pay at start of install, don't finish the job and ghost you with a half finished job. Ultimately we did get our money back but it was a nightmare the entire time. DO NOT USE CLOSETS BY DESIGN UNLESS YOU WANT A MAJOR HEADACHE. To top it off, when we were dealing with these issues, I met five other customers in the exact same situation, and more are still responding to my reviews. Unfortunately, you may have to show up at the office to actually get a response from the owner, Matt Chabot or the president Jerry Egner. read more

When a company doesn't vet their franchises you end up with one like the one in Victor,NY.Unfair and unethical business practice by insisting on payment prior to work. Paid in good faith after a couple visits to complete one day job. Unable to complete project per contract due to incompetent production department.Company cashed check and project is still not finished.Zero customer service after over 30 emails,phone messages ,etc. read more

We didn't go through with the purchase, thankfully. We had their design consultant show up at our home smelling strongly of pot. She took all of the measurements and hand sketched a design with a 9" gap between the 2 center cabinets. I told her twice we wanted it wall to wall with a built-in look which she ignored. She started throwing out numbers and $14,000 became $9,000 "just for you". After i told her we would be back in touch because I never made a spur of the moment decision, she called her boss and dropped the price to $3500 (yes from the initial $14,000). When I asked how that could be possible, she said her boss was willing to lose money rather than lose a sale. Yeah, right! This screamed SCAM to me and we didn't sign. California Closets here we come. Part of my due diligence is looking for complaints and reviews so I found all of these complaints the following day. It wouldn't have happened anyway, because I NEVER would pay in full before any job is completed and inspected. I would have been fighting for my deposit. read more

I would never recommend working with this company, specifically the office in Victor, NY. I am more than willing to share even more details about my experience with anyone who sends me a private message. But overall, we had a terrible experience with Closets by Design. The communication throughout the entire process was awful with many unanswered emails and phone calls. There was one scheduled appointment where the installers didn't show up and we had no communication about it and then we didn't hear from our project manager for an entire month. Only when we showed up in person in the office did we have any correspondence. The check for our project was cashed in August of 2025. The project was FINALLY completed in May of 2026. Lots of hiccups and bumps along the way. A project that was projected to be done in one entire day, ended up taking over 5 days and lasted almost 5 months between all of the scheduled and rescheduled and no show installation appts. It was a nightmare and I would never recommend them to anyone. read more

Good morning! I need help. We contracted with Closets By Design in Victor, NY to install closet organization systems in a master closet as well as 2 other closets. Prior to the installation, they required that we pay in FULL for their services - over $4000. The installer arrived at our home Monday, Feb. 16th when we were told that the work could not be completed in 1 day. He installed about 1/2 of the master closet and took out all of the existing shelving and closet hanging rod and that he would be back on Saturday to finish the installation. Unfortunately, we were notified that he would not be able make that appointment and that someone would reach out to us this past Monday with a new install date. We have heard nothing, we have called MANY, MANY times and have been told our message would be passed along. NOTHING. They have taken our money and my clothing is laying all over the house because we have no where to hang it. I was told the owner of Closets by Design in Victor is Matt Chabot. If anyone knows him please let me know. Has anyone else had a similar experience with Closets By Design? They have taken our money and we can't get a response from them. Help! I'm assuming next steps should include calling the Better Business Bureau and obtaining legal help... I want to give them a chance to resolve this situation. We just want our closets back in working order! read more