Closets by Design - Dallas/Ft. Worth

We had our primary closet and the pantry done with Closets by Design. We had to wait 3 months for an installation date, so it did take a while and within that time, we had forgotten what we had ordered. The team that actually did the install was great. They did both for us in 6 hours and the results are exactly what we expected.

I used Closets by Design to redo my master closet and an another upstairs bedroom closet and they were phenomenal. The designer really took the time to work with me and listen to my needs when helping to design them. I never felt pressured and she was very knowledgeable about the product. The installers were originally scheduled to come out for two days but with weather delays, they were only able to come the second scheduled day. However, they worked quickly and efficiently and were able to finish both closets in one day. They were also very friendly and respectful of my home and the fact that I was working while they were there. The end result is fantastic - the quality is wonderful and my closets are now super functional. In addition, they beat out three other competitors' pricing by a significant amount. Highly, highly recommend.

I am very pleased with Closets by Designs. We had a small issue that was resolved ASAP after I brought it to their attention. My designer was, Stephanie Thomas. She did an amazing job for the space she had to work with. I have a lot of clothes and shoes. I decluttered and purged some of my items. I wasn't using or wearing a lot of the stuff. Now, our closets look amazing 👏 😍 ✨️ So, if you are on the fence make sure you go ahead and sign on the dotted line. You won't be disappointed. They also gave me a complimentary wardrobe rod. A neat little gadget.

First, I like to say that the customer service of this company has been good, which is why I gave them 2 stars. However, good customer service is pointless if you cant provide a quality product to your customers.

When I first met with the Designer back in January, I was pleased. She seemed knowledgeable, and the company was offering great specials, considerably less than their competitors. However, after the design appointment, the installer had to come back out to remeasure and neglected to add items to my contract that were discussed during our visit. I ignored the red flags because she came back out, apologized, and sent a change order for me to sign.

Fast forward to June...yes June. Due to the COVID delays, we had to wait several months for our installation. We found this to be the norm in trying to furnish our new home, so we don't blame the company for that. However, you at least would hope that you are going to get quality after waiting that long.... not the case.

After the first team of installers came out, I was left with nice shelving, but a less than desirable closet overall. There were holes, chips, missing paint, etc (see photos). Upon completion, the installer handed me a receipt to sign like, "Here you go." I was confused and very unhappy.

I called in to complain and spoke to the sales manager, who stated that I initialed indicating that I did not want backing. I advised that the option was not explained to me and if I never had a custom closet, I would not know that I would be left with a mess if this option was not chosen. She offered a small discount on backing and offered to have installers come back the following week.

On the next visit, a team of installers arrived, installed the backing, and left me with two gaps at the top of the closet. They explained that their measurements were off and that someone would call me back. They did not. I had to call in, complain, send photos, and wait another week.

The following week a gentleman arrived who did not seem to know what he was doing. He was unaware of the smaller gap at the top of the closet, and again had the wrong size backing for the other side. While trying to make it fit, he damaged my drawers, chipped the paint, and left dirty fingerprints on my white cabinetry. When I complained, he stated that he could wipe it off. He did not.

I called and requested to speak with a manager...who never called me back. The following week another team of installers came out. They were very knowledgeable but stated that they were not advised of all of the issues beforehand, and arrived with the wrong sized backing. They stated that they would be back the next day to make the repairs.

After a few hours of no installers the next day, I called customer service and spoke with a manager. She apologized and explained why she hadn't called me back. I felt like she was sincere and that she wanted to make things right. She suggested that the last team of installers come back on Friday, which was two days later.

On Friday- the 5th visit by installers, the closet was repaired to my satisfaction.

Final thoughts:

The design team should provide detailed information to the customers, clearly indicating what's included and estimated times of completion. Installers should have detailed information and supplies when visiting the customer's homes. Five times to resolve an issue is not cost-effective for the customer or your installers. Lastly, there should be more than one person in supervision available to adequately address customer complaints.

We had a great experience with Closets by Design! Our designer Mary sat down with us and went through several iterations to get the exact configuration we needed. Then our installers Michael C and Matt worked hard to make sure every detail of Mary’s design came to life perfectly. I would absolutely recommend and do business with Closets by Design again!

With us staying in the same house for over a decade, it was frustrating to see the clutter in our master bedroom closet. Over the years we had collected way too much stuff and it was becoming hard to find anything. I was glad that my wife and I reached out to Closets By Design, that is when Mary Ennen came to our rescue. She was patient, knowledgeable and also well versed in some of the challenges that families like us from south Asia face when it comes to storing some of the traditional dresses. She quickly came up with some good plans that we could jointly brainstorm. Very soon we were able to reach a design that met our needs both from a design and cost perspective. She was also able to provide us with 3D design that we could see how the end result is going to look like. In fact we were also able to make some last minute changes that she was graciously willing to incorporate. We love how it has all turned out and have been bragging to all of our friends since then. Thanks so much Mary Ennen and Closet By Design. Hope to see you soon for some other projects we have in our mind. Thank You!

Highly recommend. Were dealing with Gina for the designs and was a extremely professional and easy-going process. Also the installers were really professional and very detail oriented. Darren and Kenneth. I asked them to come back for a few minor touch ups and Darren came back and made it looks even more fabulous. Very happy with everything.

I got my master closet and laundry room designed by their team of professionals.
My designer was really nice and worked with me to design my custom closet and storage space but I wish I would’ve had more time to think about the design. I felt rushed and there are things I wish I could change.
The installers, Cesar and Cesar, both came on time and were professional. They both worked 2 days to complete both projects and answered any questions I had. They did a great job overall.
Also, we ran into an issue in our laundry room and I called the company and they sent their team members out right away to help. Really appreciated their quick and professional response.
Overall would highly recommend Closets by design if you want to design a boutique style custom storage system.