Closet Factory

Initially dissatisfied, but they worked to resolve to my satisfaction and provided a refund after escalating to the owner.

had my closets remodeled by this factory two years ago, and we added some extra items worth $1800. Unfortunately, we never received these additional items, despite numerous emails to our designer, Lucia, who acknowledged the issue but never followed up. Attempts to reach the office and the manager were unsuccessful, and a chargeback was not possible due to the time elapsed. I finally spoke to a manager named Pearl two months ago, but there has been no resolution or response since July 31, 2023. This experience has been highly unsatisfactory, considering we spent $20,000 on the remodeling. I want to emphasize that I've never written a review for any business before, but this situation compelled me to share my disappointing experience.

If you're looking to organize your home and make the most of your storage space, then look no further than Closet Factory of Charlotte. And if you're lucky enough to work with Shannon Binnicker, you're in for a treat! Shannon is an absolute pro when it comes to designing and installing custom closets, pantries, and storage solutions. From start to finish, she was attentive, professional, and incredibly talented. She listened to my needs and preferences, took careful measurements, and designed a solution that exceeded my expectations. What's more, the service provided by Shannon and the team at Closet Factory of Charlotte was outstanding. From the moment I reached out to them, they were responsive and helpful, answering all of my questions and providing me with all of the information I needed to make an informed decision. The installation was smooth and efficient, and the end result was absolutely stunning. I couldn't be happier with the work that Shannon and her team did for me. My closet is now a dream space, with everything organized and within easy reach. And it looks beautiful, too! If you're considering a custom storage solution, I highly recommend Closet Factory of Charlotte and specifically, Shannon Binnicker. You won't be disappointed!

good it is so amazind it good to us and good qulity so we like to us it so much

Update 1/4/22 Received an apology from Los Angeles GM and he agreed to make it right. I asked for the $400 back that I was charged for the desk and a refund for the handles I had to purchase that were $13.60. I also asked for a 10% discount. He responded that I had already received a 10% discount--which I was unaware of but believe it was for the 3 month delay in delivery. However no refund for the desk or the handles. No further communication from GM. I ordered a custom built Murphy Bed with a folding desk in it from their designer Catherine. They charged me $5527 for the bed and desk attachment and said I could pick out all the hardware later which was included in the price. I sent Catherine several images of a desk idea and she was supposed to create a design. I was then given a plain design and told to sign off on it so they could begin the order of the parts for the Bed. They delayed the install for 2 months and then said the bed was ready to install, though I had not seen a design and had repeatedly asked to see something. Catherine never returned any of my calls. They came to install and when they did it was the plain design with big silver handles (all the hardware in my home is black). No desk. I called several times asking for someone to come and add the desk and was told there was not enough staff to fix it, then I was told the wrong materials were used on the base and that a desk could not be attached. The main Los Angeles office kept saying I had to reach out to Catherine who would not return my calls. Then someone from accounting called and offered me $400 which I said was not enough because the wrong materials were used and $400 was not enough to go out and hire someone to recreate the wall of the bed and then also add a folding desk to it. I emailed back and called back several more times and they said that since I said the $400 was not enough that the issue was unresolvable and they would send no refund at all and would not come and install the product I originally ordered.

I have worked with Closet Factory on several projects over the last few years. For the project just finished, I had the pleasure to have Claudio as the installer. He called 1/2 hour prior to his arrival, did a great job with the assembly and went above-and-beyond to ensure that we were satisfied with the end result. We would highly recommend him.

This is my very first review on any products that I have ever purchased. I decided to leave a review here because it was placed on my heart that people needed to know this to help them make a decision with this BIG purchase that they will make. We purchased 2 murphy beds and a closet/dressing room. It was a VERY BIG purchase for us. The main reason we decided to go with them was because they offered that if you ever move that they will move the beds for you. Fast forward 8 years later they are telling us that they now longer offer that service and will not help move them to our new location. We have spoke with several different people. We tried to speak with the owner but was told that he wished not to speak with us. Please never use them. With all the money that we have spent with this company to be treated unfair.

**Update** I called Closet Factory again to try to set up an appointment. I was again told that they can't come in on a Saturday. He even told me they don't offer Saturday appointments. I found that statement very interesting because I saw and took pictures of their truck on a Saturday when they were doing work for a neighbor. Not only that but when they put me on hold the message playing clearly mentions they offer Saturday appointments. After I mentioned all of that I was promised a call back. It's been almost two weeks and I haven't heard back. **Original Review** We recently moved into a new home. We wanted to have our closets and media center done. We decided to use the closet factory and do the media center first. The designer was very helpful and we waited impatiently for the installation day. When the installers came in they were careful and tried to finish everything in that day. Unfortunately they ran out of time and I was told they were going to come back the next day. The next day different installers came and that's when things started to go bad. One of the new installers looked like he didn't want to do his job. He rushed everything and left the door handles crooked. In waiting to that some of the doors were too small but blamed the hinges. I was promised they would address the issues. It's been 2 months since the installers first came. During this time I've been having to almost beg them to come and finish the job. I get put in the schedule but the installers never show up. Only one time they came but it was not on the agreed time frame and I wasn't home. When I call they get very condescending and don't even let me speak with a manager. Today they wanted me to wait for them again. I can't put my life and work on hold every time they promise to come in but they ended up not showing. I ask them to come on Saturday but refused. I find it very unreasonable that after all this time and the numerous times they didn't honor the appointment they can't try to make things right by coming in Saturday or a time that works with my schedule. I can't take time off work going the installer to show up just for him not to, and me having to call again. I don't know if my media center will ever be completed. Please stay away from this company. They don't care about their customers.

I used Closet Factory a year ago and everything went smoothly. Their design, product and installation were excellent. I have a second, smaller job and have been extremely disappointed. For weeks I had an installation date of February 10. A week before, they changed it to Feb. 8 which I said was okay. Then they told me it would be Feb. 9; I told them no one would be home. They still sent me an email confirming Feb. 9. My designer then wrote that I would be contacted by midday today (Feb. 7) to confirm the installation date, most likely Feb. 10. It is past midday, I haven't heard from them. I wrote both Kay Wade and Estrella Gutierrez and left a voicemail for Ms. Gutierrez. I've heard nothing. The customer service is appalling. Obviously they don't value me as a client even though my first job with them was quite expensive.

Carol was excellent at recommending ideas to meet our needs. The installers were knowledgeable and courteous. Will definitely use Closet Factory again.

I have used the same Closet Factory franchise twice, in two different houses. If I was writing this review after the first house then it would have been five stars and full of praise. My previous great experience is why I hired them for my next house. I had to wait seven weeks for installation, I wanted it much quicker because this would cause us to move into a house and not be able to put everything away. We were having every closet done, a home office with a Murphy bed, the garage, a TV entertainment center, a large lighted hutch and a kitchen island. There was a hurricane the week that they were supposed to start the install so it was delayed. They did send two teams for two days right after the hurricane, they worked and got a lot done. They didn’t tell me that they were going to be there on Saturday but we were thrilled to see them. That was the end of any priority that our over $50K job was given. They then worked on the job in fits and spurts, initially installing the wrong material for the desktop in our study and there were numerous problems with our kitchen island due to incorrect measurements by the designer. And we live two hours away from their warehouse so they never got to our house until 11 am. The installers were great, the people in the office were great, the designer deserted me when problems started happening and the owner let me know that they had no intention of making things right, praised our designer and deprecated the one that we had previously (who did a great job). Three months later, we did finally get a satisfactory install after much effort on our part. When I saw these reviews on Houzz I just had to relate my experience. Closet Factory satisfaction not only depends upon the franchise, it depends upon the designer. It is too bad, I could have recommended them to many of my new neighbors if they had treated me just a little better.

They have done wonderful work to help find creative solutions to our client needs. Would work with them again in the future.