Closets By DesignReviews of closetsbydesign.com

I would NOT recommend this company. While I think the product they sell is of good quality and the installers are good, the customer service is so incredibly AWFUL I recommend you save yourself the hassle and aggravation and DO NOT PURCHASE FROM THIS COMPANY. I am so disappointed that we chose this company over some of the other options we had available to us. We spent over $12,000 and can not even get them to get back with us. We ordered extra shelves and had to wait weeks to receive them even though they immediately charged us. Then when they finally came they were the wrong shelves and we are now still waiting 2 weeks later and have tried contacting them by phone and email and get NO response. Absolutely the worst customer service I have ever received and I have had some awful customer service these days. I’m sick that we chose this company. I didn’t research them enough because I see now through other reviews that this is their norm. Cummings, Clarksville, TN

I am extremely disappointed with my recent experience with Closets by Design Charlotte. Our closet was installed last Friday 6/12, and while the overall closet looks nice, the installation was not completed as requested. The installers did not add the trim we had specifically asked for when we originally placed the order, and the cutout around our light switch was done poorly and looks unfinished. Robin, who took over after our original design consultant Gracen was no longer with the company, reached out to me on Monday 6/15 to ask how the installation went. I responded and shared my concerns, but received no reply. I followed up again on Tuesday morning 6/16 and Robin said she would call me that afternoon after her appointments. It is now Thursday 6/18 and I still have not heard from anyone. When I was told Gracen was no longer with the company, this was exactly what I was worried about — that we would become an afterthought once our project was handed off. Unfortunately, that is exactly how this feels. Now that the closet has been installed, it seems like the company is done dealing with us. This closet was a significant investment, and I expected much better attention to detail and customer service. Mistakes can happen, but the lack of follow-up and communication is unacceptable. I hope Closets by Design Charlotte will make this right, but at this point, I am very disappointed in the overall experience.

Satisfied with the product, however dissatisfied with the mess the installers left for me to cleanup. After a they left, I went into the closet to clean the floor. I couldn’t believe what I found. After lifting up the bottom shelves I discovered the installers failed to clean the entire floor. They simply covered up their mess instead. Furthermore, I would expect installers to fill the holes they created from removing the metal shelving. Nope, I ended up having to fill 11 hole; some that were the size of a thumbnail. Would not use them again or recommend. Figures why they did not do a customer satisfaction follow-up call or email.

I want to be fair. I loved the design. It’s our 3rd job with the company and we’ve had great experiences. The only think is they put an office together for us and the height of the desk is 32 inches. I did ask about the height and they said it was standard. I can’t find a chair that actually lets me sit at it. I was given filing drawers but there is no hook to actually put folders in.

Our experience with Closets by Design during a 9‑month home renovation was extremely disappointing. Our general contractor hired this company to complete four different closet spaces, and from the very beginning the process was plagued with poor communication, repeated errors, and significant delays. Samantha, the sales representative, visited multiple times to design and measure the spaces. Despite these visits, she often took days to respond to emails, and when installation time finally arrived, the measurements for three out of the four closets were still incorrect. Our general contractor had to step in and communicate directly with the installation coordinator, requiring numerous conversations and emails just to get the issues acknowledged and addressed. When we believed everything had finally been sorted out, the installer, Mark, arrived—only to discover that the wrong drawer faces and hardware had been sent. Our GC contacted Nicole to resolve this, but the problems continued. Mark was scheduled at least two more times; on one visit he opened the boxes and found the parts were still wrong, and on two other occasions the company cancelled the installation on the same day because the correct parts had not arrived. This dragged on for months. Eventually, our GC spoke with Angelo to express our frustration and requested a $1,400 reimbursement on a fully paid project of approximately $14,000 plus tax. Despite the extensive inconvenience, repeated mistakes, and the fact that our entire home renovation is now complete except for the closets, the company offered only $500 in compensation. Based on our experience, we cannot recommend Closets by Design. The level of service over these many months has been far below acceptable—poor communication, repeated measurement errors, incorrect materials, and last‑minute cancellations. The one positive note is Mark, the installer. He was polite, efficient, and clearly embarrassed by the ongoing mishandling. He apologized repeatedly and did his best with the situation. Unfortunately, his professionalism was overshadowed by the company’s systemic issues. Even the hardware was repeatedly wrong—black was ordered, but chrome arrived multiple times. Overall, this has been a frustrating and unnecessarily prolonged experience, and we would strongly caution others before choosing this company.

This is our experience with CBD Niagara The entire process took 4 months from beginning to end. The design suggested deviated from what I originally asked for however you trust the experts and believe the design they reccomend will work. Not the case. The designer is not well equipped to develop a design that can be installed with satisfactory outcome. The single door the shelf theee drawer cabinet was installed so the the handle hit the wall and the pull outs (suggested instead of drawers) could not be installed full width due to the standard hinge CBD use, they can not or do not uses flat hinges. this resulted in the installer having to significantly reduce the size of the drawer and off set the drawer by using an unsightly laece plastic spacer. This was not functionally nor aesthetically what one would expect from a custom design company. The installer was an expert at gaslighting and manipulation ranting at me and showing me her own 20 year old “custom” (builders install) kitchen showing how the handle of her cabinet hit her cork board and how her pull outs had spacers. Well design has come a long way in 20 years. after a battle to accept the design was flawed we settled on what I originally asked for 3 shelf closet with a door and 3 drawers with soft close and no handles and push latches. One we settled on this the real hell began they basically said they would not complete the work without me signing an agreement/gag order, They were in a very strong bully mode until they realized I stoped payment on the final payment and put a dispute in on the deposit. Along comes Lee to work things out. We agreed to rework and set time for this to begin we agreed upon a date and window of time. the time was pushed to later the morning of the rework then pushed again because they needed to recut some of the install pieces then they were still not on site as promised. finally the installer arrived 1 hour and 45 min past the final agreed upon time! Then the hardware for the handelless drawers would not fit the installer apologized and sais the office would call to make a final appointment, a week on there was no call. I spoke with Lee again and in 10 minutes I had a call from the head office to book a time to get the job done. Just today th closet is finally complete. To be clear if I could write 2 reviews the installation team and Lee would get 5/5 and head office design, booking, finance and the franchise owner 0/10. They are franchises and that was our aha moment as we had used them in another city and they were fabulous. my advice, call around and ask if anyone has used the local franchise. Do not rely on reviews, they take a brutal and illicit stance to gag anyone who has had any issues and it probably works for them most of the time. My advice would be to find a local cabinet maker with good referrals from their local customers. Thats where we will go when we do our walk in closet, under stair storage and wine cellar. Man I am so glad I started small. The aggravation and frustration alone was beyond reason and not worth trying to support pursuing any CBD franchise for any further work. This put our entire renovation plan 4 months behind all for the sake of one basic simple closet install.

Sold our previous home which had 10’ ceilings as we were downsizing. Lived there for 13 years. Thought the company that installed our closet systems was Closets By Design. Found out much later it was not. Called CBD and had them give me a quote. The designer was relatively new but trained. The design failed to take into consideration that the new home we were moving to had 9’ ceilings. The double rod hanging areas were too short to accommodate a mens regular suit causing the bottom of the jackets to hit the bottom rod and fold, and then the bottom rod would have to be moved down which would also cause the bottom of the suit to hit the bottom plate. Their solution was to move the upper rod up (there was only one hole to move it up) and which made it more difficult to get a hangar in and out) and to remove the toe kick (which we didn’t do) which would have ruined the appearance and we had carpeting installed after the installation so bare floor would be showing. We expected more shelves for the shoes. In order to properly rectify the situation they would have to move the shelves above the hanging rods up to create more space between the rods. That would mean smaller shelving height and major work. The designer had seen our previous primary closet and knew how many shoes we had and saw how the floor to ceiling sections for shoes were done. Crown molding in one of the closets was not properly installed and now has a gap. The office girl who called to make the appointments called me three times to set appointments - but the appointments were not for me! She was confused. The installer did a good job except for that one piece of crown molding which we didn’t notice until recently. The design was not his fault. The company had discounted the three closets as we came closer to making a decision, but honestly, even at the price we paid, it wasn’t worth it. They also wanted a check before the closets were completed. I understand why now. I had a custom woodworker who made our cherry book cases for our library cut additional shelves and I matched the paint to finish of the product CBD installed: CBD wanted a ridiculous amount for additional shelves. Would NOT recommend this company. Would recommend our original provider, whom we are having do our two remaining closets. That is Closet Factory. We lived in Brentwood, TN and moved to Franklin, TN. Never got a follow-up call from the owner. I will say they did provide drawings and we did sign off on them but did not measure our existing spaces to the drawings. Caveat Emptor.

Wish I had chosen California Closets instead. Experience was not bad: installers were nice, on time and clean; company customer service was good. The product is just not worth what they charge. It looks cheap. All the connector bolts are visible. Self closing drawers cannot be called such since you practically have to push the drawers almost all the way in for the self closing mechanism to engage. Overall it doesn’t look polished or good quality. I am so disappointed. It’s not a good feeling to have spent thousands and having a mediocre end result. I just close the closet doors and try not to think about it. It’s not good.