Closets By Design

I purchased a master bedroom closet from Closets by Design, Pompano Beach franchise location, in August 2025. Initial installation: The first installation revealed multiple defects in both the workmanship and the product itself. Follow-up visit: The company returned for a second installation run to address some of the issues. While a few problems were corrected, others remained unresolved:

o Missing shelves that were not ready at the time.

o Unsealed gaps on the sides of the closet.

o Blemishes on several panels.

o Soft-close hinges on the drawers that were either defective or of poor quality and not functioning correctly.

The company has offered to return again to complete the shelves or drop them off, but as of this writing, I have not scheduled a date for them to return yet. The overall poor quality of the product has left us in a dispute. The franchise has referred back to the contract we signed. Unfortunately, it seems like I'm stuck with the closet.

On September 4, 2025, during a phone call with the financial controller representing the franchise, I was offered a credit of up to $600 if I agreed to finalize the project, sign a release confirming completion, and commit to not posting any reviews. In that same call, I was also told that the corporate franchise lawyers would become involved to challenge or remove any reviews and could pursue legal action against me if I posted one. This conversation was verbal and not recorded.

While they did take steps to fix some of the initial problems, the underlying product quality remained unsatisfactory.

Defects Observed After Initial Installation

1. Misaligned Panels

o Panels were cut in different locations and did not align evenly. (See attached photo.)

2. Surface Damage

o Multiple scuff marks, chips, and blemishes were visible on the boards immediately after installation. (See attached photos.)

3. Electrical

o Electric cables were protruding from the installed closet lights. (See attached photo.)

4. Unsealed Gaps

o The closet was not sealed properly on the sides, leaving visible gaps.

o This issue remains unresolved even after the second installation visit. (See attached photos.)

5. Drawer Hardware Problems

o The soft-close drawer pulls were not functioning smoothly; drawers would catch and resist closing.

o After the second visit, the issue improved slightly but still persists.

o This may be due to either poor-quality rails/bearings or misalignment during installation. (See attached video evidence.)

6. Laundry Basket Quality and Functionality

o The original laundry baskets were supplied in cheap black fabric, despite my request for chrome baskets.

o Chrome baskets were later provided, but:

They were swapped from a dual-basket design to a single basket.

The chrome basket was designed to detach, but due to poor alignment or installation, it could not be removed (see attached video).

o This issue could not be resolved, so the black plastic baskets were reinstalled. These have a visibly lower-quality appearance and feel. (See attached video evidence.)

Lastly, when I asked to see a copy of the contract I had signed (which was a hand-drawn contract I could no longer find), I was told, 'I just got off the phone with our attorneys; they have advised me to cease communication with you at this point. We left you a copy of your contract at the time of sale.' (See attached photo.)

I am sharing this review to provide a factual account of my experience with Closets by Design, Pompano Beach. I have attached photos and videos showing both the workmanship and the quality of the materials that were installed in my home. While the company did make efforts to address the issues, several defects remain unresolved, and the underlying product quality did not meet my expectations.

I encourage potential customers to review the attached evidence and make up their own mind about whether this company is the right choice for their project.

A Closet By Design customer, aged 70, called me to demo her existing closet. When I arrived at her house, she showed me the plans for her new closet and laundry room, the cost of which amounted to $6,000.00.

CBD required a 50% deposit (against CA law), which she paid. CBD was also going to charge her an additional $300 for removing her existing closet. When I looked at her closet, the one I was going to demo, I discovered that simple modifications could provide the extra space she needed. The CBD designer told this customer that the existing clothes rods could not be moved, which was an outright lie.

CBD designed a new closet, almost identical to what she had but with the rods lowered, which was her primary concern. An honest company would have told her a new closet unit was not required. I ended up modifying her closet by lowering the clothes rods for better reach, and removing several shelves and a drawer to create more space for clothes. I also repositioned other shelves and added several new ones.

The labor and materials cost her only $405.00, $105 more than the demo was going to cost. Additionally, CBD designed a unit for her laundry room which reduced her access to an exterior door to 22 inches, which is against the fire code. She canceled the contract on the 6th day and CBD has refused to refund her deposit because she canceled a day late, in spite of the issues noted above. When she told their manager, Jose, that I was going to post unfavorable reviews, he stated that he could harm my business more than I could damage their business.

These people are bullies. This is a clear case of elder abuse, in addition to their unlawful request for more than a 10% deposit, the design of a new unit that was not needed, and a laundry room unit that would be a fire safety risk. They had an opportunity to do the right thing by returning her money, but they have so far failed.

By all means, stay clear of this company. They are not good people and they are unethical, taking advantage of older people.

Hello,

Reaching out as I am extremely unhappy with a job I just had done this week. Not to mention all of the hardware was incorrect and half the drawers were still not available to be installed however I was fully charged for the job.

The CBD team has been extremely difficult to get a hold of, this install occurred on Tuesday, October 11th and here we are the end of the week and it is still not resolved nor has anyone come to look at the issues. The first problem is in Room #1 which has 2 closets, the first closet works for the space however the shelves and cabinets do not sit flush against the wall - there is significant space which shows it was not measured properly therefore the install was done poorly. The 2nd closet in this room is absolutely not functionable and cannot be used at all - the drawing I signed off on looks completely different than what was installed - not to mention all of the cabinets are not in stock yet and the hardware is wrong. I have asked the team to mirror the 1st closet as that design works and is functionable however they are not willing to accomodate that because "they cannot put it through the system that way.." The linen closet in the hallway was also not measured properly with the moulding so nothing sits flush and there are gaps between the wall and shelves.

The other bedroom is a larger walk in closet which is not at all center with the doorway (as it appears on the rendering I approved) it is off center by several inches. All of the shelving have major gaps between the wall and nothing sits flush - again all of the hardware is different than what we agreed on. I expressed concern when the installer was here and he said I would have to address the issues with the office, which myself and my husband immediately did, however the response time and solutions are just not acceptable. As we waited over 14 weeks for these closets to be produced and installed I expected them to be perfect with zero issues.

I am extremely frustrated that my credit card has now been charged the remaining balance for a job that is simply not right, incomplete and has major flaws.

I am even more unhappy with the customer service and lack of response we have received. I feel as though we were sold a design that was 'expensive' and not at all functionable for the space, I am extremely dissatisfied with the quality, customer service and lack of response we have received on these issues.

Poor quality of product. Many Multiple visits.

Too numerous to count phone calls and speaking to people in an effort to achieve satisfaction. Time after time delivering inferior product. Nothing but frustration and turmoil from this company.

>

This is a text message sent to a manager at CBD:

A customer deserves and expects a complete and near perfect product.

When the customer doesnt get that and in the effort to get it has gone through time and turmoil over and over again, then yes that customer should get that perfect product as well as be compensated for the turmoil. That is if you care about customer satisfaction and positive word of mouth communication

Closet install is poor at best. Chips, blemishes.

Jagged cuts. came to repair and made other things wrong and lied in the process. Very unprofessional staff except for Angela the designer.

excessive time and turmoil and expense for me the customer. Very unsatisfied

Closet by Design did not receive a verbal confirmation by phone and came to my home on a day I was not prepared to allow them to place the closet materials. They charged $500 for not completing the job on that day.

I stated to their supervisor Jimmy that I would pay the $500 and to send the remaining balance to me. Then Closet by Design says they are going to charge 20% of $2500 which the cost of the materials and job. This is exorbitant and in excess which is highly unethical.

They claimed to not have an email address on file and they never confirmed the appointment when they arrived. My advice is don't do business with unethical businesses.

Good Morning Mr. Torres,

This email will serve as written proof of the breach of contract that I have experienced.Initial installation date March 24, 2022 @ 1130am Unable to complete Pantry & Laundry Systems due to incorrect/non-conforming workmanship, i.e.

missing materials and incorrect measurements. When informed about this by Installer Alberto, I immediately called and first spoke with Daniel, whom really didnt seem to care. The phone call was ultimately passed onto you, to which point the conversation turned heated and you were willing to have your men pack up and leave, after cooler heads prevailed and we came to an agreement that they would complete the Garage System only because measurement and materials were correct. Due to the incorrect measurements for both Pantry and Laundry Systems and incorrect Pantry Glass type, you agreed to correct these issues and return April 4th.

I informed you this was an inconvenience, since I had taken a day off work for the initial install. So now we arrive on April 4th and the measurements are correct, but the Pantry System Shelves type are incorrect and the Pantry Glass was missing altogether! Alberto informed my wife (I was not present, because I did not want to use another vacation day for this install) that someone from the shop should have called and informed me of missing glass, but this did not happen. My wife allowed your installers to build the Pantry & Laundry Systems with wrong shelving and no glass.

Mr. Torres, you and I spoke on April 4th to which you promised to forward me a copy of the document your installer had my wife sign and did not leave a copy, this has not happened, however, I called your office last night to ask for a copy. Still to be completed are the correct rounded shelves and Pantry Glass, however theres been no communication with an ETA (as of this writing) as to when these items will be corrected. My wife did not know what she has signed on April 4 and of as last night, eighter do I.

She did not sign the initial contract for these systems nor is she an authorized signer on the Wells Fargo Line of Credit to which Closet by Design withdrew without authorization promptly on April 5, 2022 for unfinished product and breach of contract.

I will allow Closet by Design to rectify the Pantry System with correct rounded shelving and frosted pantry glass by April 5, 2022 @ 5PM, or I will consult with my attorney. Going forward, all communications will be in writing using this email thread.

I called them to come out and replace the laundry hamper the installed that was never installed properly and broke. It's been over a month &;;;;; I still can't get them to respond to the emails or calls to come out and fix it!

This is the worst company ever!!! I will NEVER use them again and wish I never did use them! I will stick with California Closets from now they do a better design, better job and better customer service!! WORST CUSTOMER SERVICE EVER AT THIS PLACE!

DO NOT USE THEM OR YOU WILL BE SORRY YOU DID!

They only got 1 star cause I couldn't give ZERO like they deserve. CLOSE!D

Product is great. Install was less than perfect for the price.

100% warranty not honored. I have had issues from install. Been months trying to address. The design was was over done and many shelves sold to me that can never be used which drove my price up.

My hanging clothes areas were designed to short and my dress clothes hang over the bottom rails and the hangers snag all my clothes and all the bottom shelves are blocked. When management finally returned calls and was able to come by and look at my concerns he did not make an appointment he just called on his way home from work twice at 6 and 6:30.

When he was here he was very condescending and blamed everything on me. He did offer to try to take care of it but I was over it.

closet just crumbling falling a part I need it replaced

AT lease the cover I can reuse the frame

PLEASE

The woman that owns this or better yet does business as closet by design is con artist, in more ways than one.

My closets were installed a month ago. I am missing shelves, the cabinet is not level and needs to be raised, the backing in the kids closets were never completed.

My shoes don’t fit on the shoe rack and I’ve been getting the runaround for over a month. I’m extremely frustrated and want the job complete or a refund.