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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
Closet rods were cut too short and cannot be used
Incorrect hardware was installed (twice)
Multiple components arrived damaged
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 before booking and 50% required prior to installation)
✔ Taken time off work twice
✔ Waited nearly 5 months
I demanded a full refund via certified mail; no response. I have filed complaints with the BBB and NYS Attorney General, and am warning the Rochester community via social media.
If you’re considering using this company—proceed with caution.
Claimed loss: $3,250
Desired outcome: $3,250
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I just got an installation done with Closet by Design the other day. Because there is no satisfaction guarantee in their contract, there is not much I feel I can do. I have a similar problem, where my husband's side is bigger than mine. I currently have clothes in my hallway closet and another bedroom. I just wrote a letter to their client issues department. I am out of $4000 because I should have shopped around. I am going to save my money and have the whole thing torn out. It just won't work. I won't let them redo it because there are holes in the drywall, which will need to be replaced once I buy a better closet. Personally, I don't think these are custom closets. These are boxes that they make fit in your space. We were better off with the rods as we had more space. I don't like the color or the material, and I had advised the designer that I wanted good quality. I'm really distressed right now.