California Closets - West Hartford

"STAY AWAY! California Closets is a disaster! The most disorganized, incompetent, mismanaged and dishonest company in the closet industry. We do not post negative reviews frequently, HOWEVER, after over 13 months of dealing with this company we have an obligation to post this review to warn others. Please understand we are not difficult customers. We’re easy to deal with, have positive attitudes, and willing to pay premium rates for quality products and services… but this was a nightmare! Signed a contract for 9 large closet systems, for a significant sum, for our vacation home in Connecticut thinking we were paying premium pricing to deal with a professional and reliable business. Almost immediately issues began, too many to list here, so we’ll summarize below. Misleading: Salesperson (Erica Heath) promised hardware and finishes not available, despite promising she verified everything before taking our money. This later required several compromises on our part. Salesperson promised to be onsite during installation but never showed, then was rude and unresponsive as issues arose. We were forced to communicate directly with an installation coordinator, among others. Forced to wait 5 months to receive our hardware compromise options (by email), and only after our countless follow-ups. Installation & Oversight: This business has systemic issues stemming from incompetence, lack of oversight and indifference. Installation took 10-months longer than promised. None of our issues were due to supply chain delays, they were all due to misleading business practices, botched installations, manufacturing errors, lack of basic quality control and management. The problems were so numerous, constant, and egregious, we were forced to contact First Service Brands (parent company to California Closets) who put us in contact with a regional manager (Greg Stamuli). We were hopeful to deal with a professional adult, but unfortunately the issues just continued. Most installers showed up drunk or stoned, smelling like weed, and several admitted they had no experience (friends of installers that “couldn’t make it”). Numerous botched installations, including damage to our home, FIVE re-installations intended to resolve issues, which caused additional issues, including wrong color drawers, incorrect hardware, wrong color hardware on hanger rods, drawers with obvious incorrect dimensions, incorrect hardware, broken hardware, etc., but installed anyway (while we were out of town) in hopes we would not notice. Three rescheduled installations due to components being manufactured incorrectly (wrong color, wrong handle configuration) or damaged, and at least one complete no-call/no-show. As clients, we were forced to micromanage issue resolutions as if we were parenting irresponsible teenagers. It was exhausting and very costly. Truly the worst experience we’ve ever had with any company. To put that in context, we own 35 single-family home rental properties, so you can imagine the number of contractors we’re used to dealing with, and the level of patience and understanding we have with “normal” issues. STAY FAR AWAY FROM THIS COMPANY!"

"I had a new pantry closet installed. My consultation was virtual, however, I was provided a 3D rotatable view via email which allowed me to see all the particulars. The design went through several revisions and ultimately wound up right back to what was initially proposed which shows that their guidance is pretty much spot on. However, my consultant was always happy to listen and provide updates as needed, so I never felt pressured to accept anything in particular or even more forward with an install at all. Installation was easy and took maybe an hour or two with minimal impact to my schedule. I'll definitely use them again."

"Elise was very professional; took what I needed to do with my closet and designed a closet that met my needs. When the installers came they took Elise's measurements and performed the installation. It worked like a charm. I couldn't be happier. I recommend California Closets whole heatedly. I am sold! I thank a neighbor for recommending California Closets."

"ZERO STARS, CHECK THE BBB SITE FOR REVIEWS! We signed a contract on 5/31/23 with Erica for an installation date of 8/22/23 to convert a bedroom into a walk-in closet. Half of the project was done incorrectly and we incurred damage to the walls, ceiling and floors during the partial installation. We were told it would take an additional two months for the project to be completed correctly. We argued for an accelerated date since we were current clients but all we were offered was a cancellation list. We have spent two months arguing with no success. Erica stopped responding very early on to all communication. The manager, Kathleen, was impatient, rude and also unwilling to help. Most of our emails, calls and texts were blatantly ignored. I then went on Instagram to complain. We were put in contact with a second manager only after mentioning we were going to cancel the transaction. Once we went on the BBB site, we realized our complaints were very common, many with the exact same story. We have asked our designer and two managers several times over the past month via email to have the partially installed closet removed. We are no longer interested in doing business with a company that treats a client’s valid concerns as bothersome once the deposit is paid. All requests have been ignored. We are currently in the process of terminating the transaction on our credit card. One manager has now started to reply to our emails with false statements on timeline and resolution. Very disappointing. Once this company has your money, they do not value your concerns and they especially do not care at all to remedy them. To move forward on this transaction to completion is foolish. Imagine how poor the communication would be if there are ever any issues in the future with the quality of the product. Buyer beware. J & N Abare West Hartford, CT"

"I had a great experience with California Closets with Normand. He was so knowledgeable and had great advice as to how to create my closet. I love my closet. I am still adjusting what I choose to put in there but mostly I am done. Normand was always available by email or phone when we had questions which I found comforting and the installation crew was great and on time and got the job done well and timely, I would highly recommend Normand at California Closets as your adviser. You can thank me later."