Closet Factory - Virginia Beach

They did an excellent job and the designer was wonderful The installer was awesome too. I would highly recommend them and I would definitely hire them again.

Everything went well but there was a big delay between order submission and date for installation

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Great. The sales rep was so polite, helpful and not high pressure. She was attentive and precise. The work turned out great!

They were expensive but they were pleasant, detailed, professional and they did a good job.

unknown

The service went very well. The quality of work stood out.

A wonderful design consultant named Tamra Lenz came out to our house on short notice, in Chesapeake to design a Murphy Bed and surrounding cabinets/bookcases.   She was early, which is a nice bonus for people who value their own time like we do.  She was extremely courteous and helpful throughout the process, and made suggestions and improvements that I really loved.  She even kept working patiently on the design while I met with two other contractors for different services throughout the time she was here.   Oh, and I should mention that she didn't bat an eyelash at my dog and two cats swarming all over her bag and papers and boxes.  For that, I made her lunch which she seemed to enjoy.  Unfortunately, my husband was working and couldn't be part of the process, so could not see the design that we came up with, just a verbal description which I gave him to the best of my ability as I really wanted to go with Closet Factory.  It's my fault and none of Tamra's that my husband ultimately decided to go with a competitor since he was part of the process and liked what the competitor did better than what I described to him.  I should have scheduled her to come when he was home and I can only thank Tamra for her wonderful assistance and willingness to work with us on a satisfactory price and design. I would recommend Closet Factory to others but especially would recommend Tamra as a design consultant.  Bonus:  they have a great military discount.

I was 9 months pregnant and really needed some options for organization and it was clear she was not interested in helping or my business.

see above

The quote for a really small closet was $3,000 or $4,000, which I thought was a ridiculous price. It was crazy. I thanked them very much and sent them home.

Very poorly!

The service turned out really well. The person was very nice that we worked with. They will correct any issues that come up and we are very satisfied with the work. They are very responsive.

The representative came into my closet and appeared a little at a loss since the closet is on the 2nd floor of a cape cod with an angled ceiling on either side. After a few minutes and some measuring I informed her I wasn't able to put the amounts she was quoting into a closet right now and attempted to ask her what I would get for the $500 coupon I had purchased. Once she realized I was not going to purchase anything additional at that particular time she told me I could get some standard white shelving which was about $380 and decided to charge me a trip fee ($65). I was a bit put off as I had already paid $200 for a coupon which was supposed to include $500 worth of service but agreed since she explained the coupon could not be used to cover any fees. Then she sprang another fee on me which I can't remember the official name of but it was another cost of $70 or $75. By this time I realized that I was being targeted because I wasn't making an additional purchase, especially since during the course of the conversation the rep revealed to me that she lives only a couple of miles from me....yet I pay a trip fee for her to come to my house. I refused the additional fee and told her I would just call coupon to get my money back at which time she made a phone call and said she got the $75 fee waived. This all took place in mid July but the rep told me they were extra busy so she scheduled me out at the end of August which I didn't fight since I had not moved into the house yet due to renovations.

I was very reluctant to submit this rating based on the good ratings this company already had. An Angies list representative was calling my home almost daily so I agreed to submit over the phone as I was reminded this is what I agreed to do as a member so here it is.

I also want to say the technician who installed the shelves did a good job, was right on time and was quite courteous. Also after the review hit Angie's list I received a call from another representative of The Closet Factory apologizing and asking what could be done to make it right. For these reasons I have offered a better explanation of my scores and for these reasons I may entertain the thought of having another estimate from the closet factory in a couple of months when I'm ready to redo this closet..

unknown

The initial contact was on time, Sherrin was our consultant. Her presentation visit was pretty long because her computer was acting up. She eventually had to leave and e-mail the drawings. When I received them I pointed out that one was incorrect. She immediately got that corrected and sent the final drawings for approval (which were fine). The work was scheduled for March 15, 2012. The installer arrived on time and went right to work. It was a two day install and it went well. One shelf was cut too short. We are still waiting for that to be replaced, but, Sherrin has stated that we will get that in two weeks. Other than the shelf not being promptly replaced, it went well.

4-16-2012 We are still waiting for that shelf (one month later)...this seems excessive.

Overall, the entire process wasn't flawless and there was one relatively minor error that couldn't reasonably be corrected, however, for the other couple of issues that arose Closet Factory made every effort to make things right and that is what is important. It is why we gave them an and quot;Aand quot; grade, would recommend them to others and would use them again ourselves. Mistakes will happen, but the good companies will make them right if they can and Closet Factory did.

The designer came out on Sunday to work with us to design the closet. We were so impressed and thankful that she was willing to do this on a Sunday as our schedules are very busy during the week and that was the best time for us. The designer was very personable and was armed with a terrific software program that allowed us to see 3-D plans of the closet. She had obviously done this a lot and had many great suggestions for us to consider. The whole process only took a couple of hours to come up with the plan that we liked.

Before making the final decision to hire Closet Factory we went to check out the factory and the quality of what we would get. We arrived at about 6 PM only to be told that the business had already closed. However, to our surprise and delight the owner allowed us in and gave us a tour of the facility and materials himself.

The designer came back to the house to take final measurements within a couple of days and sent the order to the factory to cut the custom closet. The installation was scheduled about 2 weeks after we signed the work order.

The installation was scheduled to be done in a day. One installer arrived on a Thursday morning (on time) and completed the installation about 8:00 PM with the exception of a panel that went behind the closet door that had apparently not been packed with the other materials. The installer also broke one of the plexi-glass cabinet doors. The installer said to call customer service the next day to see when they could schedule a return to complete the installation of the panel and the glass door. When called, the company said that it would be about 10 days before they could get back to complete the work. This was unacceptable to us as we had been told that the installation would only take one day and we did not want to wait 10 days to be able to put all of our stuff back in to the closet. The customer service rep talked to the production folks and they were able to work it out to finish the installation in about 3 working days - much better.

Two design errors were discovered on inspection after the initial installation. A cubby hole that had been designed to hold a storage chest was just a little too small for the chest to fit. The second error noted was that the vertical closet panels that framed each side of a window in the closet were not quite symmetrical; one panel was about an inch and a half to two inches from the window trim and the other side panel was about a half inch from the window trim. It was somewhat noticeable and looked a little odd, but could not be fixed without re-doing a whole side of the closet. We contacted our designer about our disappointment with these two issues. She came out to the house within a day or two to look at the problems. Though there was nothing that she could really do to fix the window issue, after taking measurements of the cubby hole and the chest, she said that she believed that the cubby hole issue could be fixed.

When we organized our closet we found that we needed about 4 extra shelves. We called the designer and requested that when their installation guy came back to re-do the cubby hole that he bring the 4 additional shelves. About 10 days after the initial work the installation guy came out to fix the cubby hole and brought the 4 shelves. As a nice gesture to compensate somewhat for the slightly less than perfect system installation, the company did not charge us for the additional shelves.

The designer was in constant contact with us throughout the whole process. She worked very hard to meet our requirements, expressed her sincere apologies for the couple of installation problems and did what she could to make things right. She sent us a nice thank you note after everything was done and provided us an opportunity to fill out a customer satisfaction survey.

The final result is that we have a beautiful closet storage system and are very satisfied overall with the final outcome. We would also like to commend Closet Factory for their excellent customer service.

It was great! Denise did a fabulous job, always prompt, she showed up and spent almost two hours with me sketching out a design for our living room. The previous owners of our house had installed custom made cabinetry on one side of our fireplace which was great but left the room fairly unbalanced. Denise was able to design a unit that is almost identical to the other unit. Her partner Juan came in to do some additional measurements and the project was started. The guys who showed up were timely, courteous and beyond awesome despite the chaos of kids and company I had that day. They quickly put it together and I was pleased with the quality and attention to detail they gave to ensure both sides looked seamless. Denise showed up again to check in on everything as well. Overall, I am very happy with their work, I wouldn't hesitate for a minute to recommend Denise and her team to a friend!

They did detailed work. They were timely. They were very professional. They did a nice job. I would use them in the future.

All went well. They arrived in time and finished on time. The consultant had made a mistake and mis-measured one closet. The installer obtained the additional materials and completed the job.

. They are a little expensive in getting what you need but I feel like that their products are really solid and beautiful. They had a designer come out and work with us. So we got exactly what we wanted. We will use them in the future.

They were extremely helpful in the design process. They were fairly priced too. I have nothing bad to say about them.

Met w/ my project person to discuss a closet design and couldn't decide on a plan, so I decided to go w/ bookcases downstairs and worry about closet later. There is almost always some coupon available somewhere, so I was satisfied with the price - the wall of bookcases is 12 or 13 feet wide with bookcases over cabinets, and my ceilings are 10" so LOTS of space. Scheduling was easy, and the project went off on time with only a couple minor glitches (wrong drilling on one item, a few last minute adjustments for electrical outlets and heater vent). I want to add trim all the way around the room, and my planner has offered suggestions and assistance. Really enhances my living space! Now I just need to finish arranging all these shelves!

Designer and installer, respectively, arrived on time and did an excellent job of design, estimating and construction. There was one small area that was not finished as I would have liked the installer returned and completed it to my satisfaction.

Barbara McCandless, a salesperson/designer from the Closet Factory, came to our home. Measured the space and gave us an sketch of her closet recommendation. She did not leave the sketch, as we had to agree to the design and commit to a date before we can own the design. What sold me was the lifetime warranty - which the designer said could be passed down to future owners of my home. It seemed a bit pricey - for example, adding a couple of doors to some cabinets would have cost upwards of 800$, but I loved the design, and felt that this was the best use for the space we had. Mrs. McCandless' design was excellent and took into consideration our intentions and needs. When our homeowner's association decided to close down our street on the same day as our closet installers were coming, there was a bit of a snafu, but it all worked out in the end. The installers, in the end, were wonderful and efficient. The job should have taken 1 day, however, they brought the wrong sizes for some laundry room cabinets. So they returned within a week to install the correct boards. Unfortunately, the designer didnt' take much interest once we had signed the contract and had moved forward with the project. I dealt mainly with the main office. Mrs. McCandless didn't come to inspect the work, which she said she would. She didn't return on the first or second day of the job, and we haven't heard from the Closet Factory after they sent the installer. The final job was wonderful, thankfully - and we have no complaints at all on our closets! Let's hope that we don't have to call in for service :)