The Closet Works Inc

"Our mission at The Closet Works centers around quality, affordability but most of all - our relationship with our customers. Everything we do is an earnest and consistent endeavor to please our customers from their very first interaction with us and continue to 20 years later, when they are still enjoying the project they spent their time and money on. We are truly upset we were not able to lower our quote to this customer'[Member Information Removed] satisfaction. His feedback came as quite a surprise to us as we hear from our customers, almost without exception, that our pricing is far superior to that of our competitors. We encourage customers to meet with numerous companies when considering home improvement projects and for that reason, always seek to offer the best quality products at the lowest price. Our low price guarantee and lifetime limited warranty are great ways to make an apples-to-apples comparison for both price and overall customer experience. Our products and dedication speak for themselves but you will also find our customers going out of their way to do so. Take a look at reviews on numerous websites (including this one) and you will find customers who are truly delighted."

"Dear Ms. [Member Name Removed], Thanks very much for your kind words. Customer satisfaction is our goal and I am very pleased that we met or exceeded your expectations. I will share your comments with the entire team and I know they will be pleased. Thanks for choosing the Closet Works! David"

"[Member Name Removed] thanks so much for your kind comments. I'm always appreciative and pleased when a customer takes the time to acknowledge the efforts of one or more of our employees. Our entire team is truly dedicated to making the entire customer experience a very easy and very pleasant one. I'm glad that you are a completely satisfied customer because that is what we work hard to do every day. We believe in value...a demonstrably better product at a very competitive price and a customer experience that is second to none. Thanks for your business and thanks for your endorsement. We are grateful! David"

"Mr. [Member Name Removed], thanks very much for taking the time to review our company on Angie's list. We appreciate your business and because we take customer satisfaction very seriously. I'm sorry that you thought our pricing was only "average" because we work very hard to make sure that our pricing is the most competitive in the industry for what we consider to be a superior product and experience. I am very glad though that you thought well of our performance and gave us an A rating overall. Thanks you for your business and please reach out if there is anything we can do for you going forward. Remember, your project has a lifetime warranty so if you have any issues with anything at all please call our service department for a prompt resolution. Thanks again, David Cutler (not the builder) President The Closet Works, Inc."

"Dear Mr. [Member Name Removed], Thanks very much for your kind comments. We strive to make sure that each and every customer is completely satisfied with not only our products, but the total experience of dealing with our company. I'm glad that we met your needs and hope to help you with other projects in the future. Thank you for your business. David Cutler (not the builder) President The Closet Works, Inc."

"Dear Mr. [Member Name Removed], Thanks very much for your excellent review of our company. We work very hard to ensure complete customer satisfaction and your comments validate our efforts. Thank you for your business, our entire team appreciates your patronage. David Cutler (not the builder) President The Closet Works, Inc."

"Dear Ms. [Member Name Removed], Many thanks for your kind comments. We appreciate your patronage and are most happy that you are pleased with our products and our process. Thanks for taking the time to review us and let us know if there is anything we can do to assist you going forward. It has been a pleasure serving you. David Cutler (not the builder) President The Closet Works, Inc."

"Dear Mr. [Member Name Removed], Thanks very much for your kind comments. I am very happy that you had an excellent experience with our company. Our entire team strives to provide superior products and service at a price that is very competitive and the remarks you have made val;dating our efforts are truly appreciated by the entire team. Thank you very much, David Cutler (not the builder) President The Closet Works, Inc."

"Dear Ms. [Member Name Removed], Thank you very much for taking the time to review is on Angie's l List. We greatly appreciate your business and your satisfaction is true validation of our efforts. Thanks for your business. David Cutler (not the builder) President The Closet Works, Inc."

"Dear Mr. [Member Name Removed], Thank you very much for taking the time to review is on Angie's l List. Your satisfaction is true validation of our efforts and we are appreciative that you have taken the time to share your thoughts with the Angie's List community. Thanks for your business. David Cutler (not the builder) President The Closet Works, Inc."

"Dear Mr. [Member Name Removed], Thank you very much for your kind comments. We are grateful that you took the time to share your thoughts about our company and we are most appreciative of your business. David Cutler (not the builder) President The Closet Works, Inc."

"Dear Mr. [Member Name Removed], Thanks so much for taking the time to review us on Angie's List. We greatly appreciate your kind comments and look forward to the pleasure of serving you again. Thank you for your business. David Cutler (not the builder) President The Closet Works, Inc."

"Dear [Member Name Removed], Thank you very much for reviewing us on Angie's List. We are grateful for your kind comments and most happy that we earned your praise. Thanks very much and know that we appreciate your business. David Cutler (not the builder) President The Closet Works, Inc."

"First, permit me to say that we are both very sorry for and somewhat surprised at Mrs. [Member name removed] less than glowing review. Barry, one of our most senior designers who has been with our company for 19 years, arrived on time. There was no one there to meet him. Barry called the client and was told she would be late but that her husband would be there soon. Mr. [Member name removed] did arrive shortly thereafter and he and Barry spent about half an hour going over the space, what Mr. [Member name removed] indicated he wanted in the closet and how he wanted it arranged. After Mrs. [Member name removed] arrived they further discussed the project and Barry indicated that he could do the design then and there, but that his printer was down and he would be happy to 6 end the drawings the next day. The appointment was late in the afternoon and Barry sent the customer the designs the very next morning at 9:52 a.m. Apparently there was a miscommunication between what Mrs. [Member name removed] actually wanted and what her husband told Barry he wanted and I can only surmise that that was what created the problem. I personally looked at the designs yesterday and found nothing ill advised or inappropriate in the design or the concepts; it appeared as if Barry had taken into account all of the things he had in his notes that Mr. [Member name removed] requested. I am truly sorry that Mrs. [Member name removed] did not care for the design and saw fit to rate us rather harshly. A perusal of the reviews we have received on Angie's list would clearly indicate that we do an exemplary job and that our clients think very highly of us, but obviously that opinion is not shared by Mrs. [Member name removed]. Interestingly we received a review yesterday as well from an outside auditing company that we use to monitor customer satisfaction after a job is completed and it was for a project that had been done by Barry. The customer is [Member name removed]. from Margate NJ, and I am attaching that review below, as follows, verbatim: We not only had closets, but also had an office wall unit designed and installed. Barry Lassoff's design was exceptional and it is beautiful. The closets are wonderful. Barry is personable, professional, efficient, and his expertise was invaluable. The installers were gentleman, efficient, and very professional. I love my stuff from The Closet Works. Again, I am very sorry that Mr. & Mrs. [Member name removed] did not care for the design that Barry did, but I did not want their singular opinion to reflect on his stellar career without a word in his defense from a totally satisfied customer. I would be happy to email the original review in it's entirety to any interested party."

"Dear Mr. [Member Name Removed], Please accept our gratitude for your kind ratings on Angie's List. We appreciate your taking the time to complete the review and are pleased that we fulfilled your expectation. Thank you for your business. David Cutler (not the builder) President The Closet Works, Inc."

"Dear Ms. [Member Name Removed], Many thanks for taking the time to review us on Angie's List. We appreciate your kind comments and your satisfaction validates the efforts of our team. Thank you very much for your business. David Cutler (not the builder) President The Closet Works, Inc."

"[member name removed], I want to thank you for taking the time to write a review on Angie’s List regarding our service, or lack thereof. I am not being facetious or disingenuous. I do sincerely thank you because you brought a problem to my attention, and it happens to be one that is quite unacceptable to me and, as a result, I am now aware of it and can address it. Clearly the review was inconsistent with the normal response we get from our customers, and therefore it is very important to us in terms of our goal to provide extraordinary customer service. In this instance we clearly did not. Obviously the majority of the reviews we get on Angie’s List, Houzz and the Guild Quality Survey are extremely positive. After all, that is why you requested a consultation in the first place. And believe me, positive reviews are not accidental or coincidental, they are due to the efforts of a very caring and committed team. However, mistakes do occasionally happen and, in your case, we really took our eye off the ball. I fully understand your reaction because it was totally justified. I sincerely apologize for the poor service you received. Typically, our staff does a much better job at following up with requests for design appointments. In this case there were some extenuating circumstances, however they should not have impacted the level of service that we provided to a valued customer or prospective customer. We were in the process of moving our entire operation, lock, stock and barrel, to a larger facility, and at the same time we were putting the final touches on our brand new website that was launching simultaneously with the move (not originally intended that way, but sometimes stuff just happens). Ergo, your call did not receive the proper and customary attention that it deserved. I am truly sorry we kept you waiting for naught. That is anathema to me and contrary to our policies and our standards. The fact of the matter is this, we do service your area, but since calls from your location are fewer and further between, it is impractical (especially for a smaller job) to send a designer out on a visit unless we can pair the appointment with another call in North Jersey or New York. We tend to visit the Northern New Jersey and New York markets that we serve every one to two weeks, but your call came at a time when there were scant requests for a design consultation, and our staff was somewhat distracted due to the circumstances described above. Again, no excuse, just the perfect storm so to speak. Please be assured that I truly appreciate your bringing this incident of poor performance to our attention, and please be assured that your comments will not go unheeded, but rather that we will strive to ensure that such a lapse does not occur again. Best regards, David Cutler President The Closet Works, Inc."