Closet By Design Indianapolis

I am VERY disappointed and BEYOND with this company! Especially during these unprecedented times. They certainly are NOT customer driven, but instead, really, just all about the Benjamin's! I moved into a new house late January 2020 after moving to a new area of the state. I received a quote in early March for 2 separate closet installations. I went ahead and scheduled installation in early April. Upon the world closing down at the end of March, I called to get my install pushed back to what I thought would be an appropriate and safer time frame at the end of May……the 26th to be exact. Over the course of the pandemic, and being locked into a new house I just purchased and moved into, I started seeing one side of my closet as needed for storage. I went back and forth for awhile as I slowly unpacked and moved items around. In the meantime, things were continuing to shut down world-wide. People were losing their jobs, hours and record unemployment began. My work ended up cutting my hours, while thankfully still letting me keep my job. I am in a business where we got completely shut down and business halted. A few weeks later, there was a workforce reduction of 18% and thankfully still, even being a new employee, only 6 months on the job, just moving to this new area still keep my job while I saw others in my department lose theirs having been there a lot longer then me. I continued to debate now cancelling the entire $2200 project as I may soon myself be on unemployment since my whole company relies strictly on customer-based products and services. I continued to press on, working from home, unpacking, sorting, etc. I was living the new normal, worked on a new budget trying to find ways to pay all my bills, essential fixes the house needed, my new mortgage payment, etc all the while on less income due to the pandemic and the cutting of my hours while the continued anxiety of losing my job all together sunk in deeper. Upon all the events of the past 2 months or so, I decided that what was best for me, all the while, trying to be fair to the company as well, in good faith, I deceived to call and cancel just 1 side of my installation project. I made that call on Saturday May 9th….. 15 business days before my projected install date. When I spoke to the gentleman, he said my account was noted. I then called back on Tuesday May 12th……13 business days before my projected install date- to reiterate my intentions. The lady advised that my changes were made to my account. On that same day, the other homeowner received a missed call from the sales rep (we were both working from home and forgot about the message). We listened to the voicemail a week later on May 19th saying that since we changed the scope of the project, we were no longer able to leave the charges on the credit card we opened for the project….we would have to call with another form of payment. I called the sales rep back on May 19th to give her the new card information and she said ok, she will get this taken care of right away. About an hour later, I received a text message from the rep stating this from the home office: “ although we feel very sympathetic to your situation, we wish would could cancel it, but it says 10 business days on your contract and even calling on the 9th didn’t meet that requirement”. They said if the other homeowner would have called back on the 12th, that would have been ok. WHAT? The call was made on both the 9th and the 12th and documented both times? How is this NOT 10 days ahead of time fulfilling the contract??? Technically, there would be no reason to call back as the request was presented and items for the left side of the closet should have not even went into production. I’m not sure if the problem is the incompetence of the office, but, the ball was certainly not dropped on our end. I placed the order BEFORE the pandemic hit, and I cancelled the job 15 business days in advance which is certainly appropriate to fulfill the contract aspect. There are companies and businesses out there ( credit card companies, car insurance companies, mortgage companies, etc ) working with people during this unprecedented time, and here these guys are saying too bad, its too late. When you think about it, its really just sad from being a company that is really just frivolous purchase and not a human need. The company is not even taking any responsibility for their fault in dropping the ball. There was NO mention on the voicemail that they needed a call back ASAP in order to risk that anything would not be cancelled. The call back specifically was for a different form of payment….which doesn’t get charged until AFTER the job is completed anyway. If anything, if a response was needed and 2 calls were already documenting cancellation of the left side, wouldn’t it be standard business practice to wait for the client to call back before you push through the order anyway? I mean, just ridiculous. If anything, there should of just been a delay in installation at the least if that was the case. All in all, who knew that the world was going to get hit with a global pandemic, that the world was on the verge of a standstill…..thousands of people would lose their jobs, thousands of businesses would close……..I just needed to cancel ½ of my job due to this and the possibility of still losing my job after my hours were already cut. This business had NO desire to work with me. They shoved this closet down my throat even after knowing all of the circumstances and holding up my end of the contract. As far as the closet itself goes, it is very sturdy and well built. I would say that I am only disappointed in how the mounts/shelves look unfinished as far as the holes being exposed (because you can move shelves). I think maybe some kind of peg hole covers should be provided to cover these holes and maybe they would look a little more finished for $2200! As far as my rep goes, she was a real down to earth, sweet person who made me feel immediately as though we were friends who knew each other for a long time. We instantly clicked and she was very easy to work with and talk to. Even though I am pissed at this company, they have a real gem with her!! I actually felt bad they put her in the middle of the back and forth conversation we had during this whole fiasco. Not ONCE did the corporate office reach out to me…..they left it up to her to do all their dirty work. For someone who is considering using this company, I would be absolutely 1000% certain that you want/need/can afford this and there is no pandemic scheduled. I would be certain you know in advance that if you call the home office, they are not trained to take down simple notes and that you will not receive good customer service beyond your rep.

Contracted with them for 2/15 and 2/22 to install $5000 worth of storage in our home . They didn’t get much completed on 2/15/2019 because their product was on backorder. On 2/22/2019 same problem, no shelving, mis measuring and backorded items again . This was a promised completion date- didn’t matter to them that I needed it done . So I gave them 2 weeks to get their back orders in, they show up today 3/8/2018 to install. Again they didn’t bring the correct shelving onc again. They started at 945 left at 1030 started again at 1230p. Currently it’s 733p at night . This isn’t acceptable and my advice. Don’t do business with this company plus their installers really aren’t master carpenters. Beware

UNFINISHED WORK REGARDING FILE CABINET INSTALLATION (UNSATISFACTORY FILE DRAWER OPERATION (DRAWER HANGS UP). BLEMISH ON EDGE OF DESKTOP.