Closet Factory - Darien, Connecticut

Hannah Alves

Having our custom closets installed by Closet factory has completely changed our morning routine. The whole process was simple and fast from designing to installation. Carol was very thorough in designing a few options of what we could do with the space we had and that it would fit our needs. We looked through the different materials and colors available to us. My husband and I keep saying that our closet even looks bigger. Getting ready for whatever occasion is a smooth process since we can now find our clothes! Haha

Johanna Campbell

Just had a closet installation to find there isn’t enough height to hang clothing without it touching the ground. There was sufficient space to have these units positioned high enough that clothing could hang clear. Also note these are women’s shirts pictured - it would be far worse if it was men’s clothing hanging in here.

The units are also so low you need to bend down to access. It’s not functional and the designer was more worried about the shelf space above and aesthetics than the fact it was hanging space when I spoke to her about the design issues.

when I called to say there was an issue with their design i was told because I signed off (the designer never demonstrated dimensions and only showed diagrams), I would be charged to remedy. Note: The first comment was you will need to pay to fix this rather than we are really sorry you are not satisfied with the installed product.

A shelving unit is also extremely shallow given there is space for it to be twice as deep. To give a sense of size. It’s 12 inches deep - there is space for a 24 inch deep shelving unit which would allow flexibility to store folded clothing -and would maximize the space.

the long hanging space isn’t long enough without sacrificing the shelf space they made at the top. Once again more height is available.

It’s incredibly disappointing to wait weeks for an outcome that is so far from satisfactory particularly given the cost involved.

I’m also left wondering how a company that specializes in custom closets and does this everyday would deliver a solution that is clearly not functional. This is after having someone out to measure before installing - it was multiple visits and neither the designer or installer had said that the hanging space wasn’t long enough to actually hang clothing with sufficient clearance.

It’s beyond disappointing and the attitude of the company is one of how do I do the least possible to make you grudgingly accept this rather than how do I make you a happy customer. When discussing the install with the designer (she showed up late after the install was completed even though they have a policy the designer comes when the install is happening) she even was rolling her eyes at one point when she thought I wasn’t able to see her. The service has been nothing short of appalling and as a potential customer you need to know what happens when they don’t get the design right and how well they work to resolve issues.

This was completed 2pm, designer arrived around 2.30pm and I am still waiting for the owner to call me to discuss how this will be remedied (this is the following day). This is a company that doesn’t stand behind their product and lacks customer focus.

Tuesday 3rd September - after promising they would call Friday afternoon to let me know how they would address the issues, they didn't contact me.

I had not heard from the store manager by 3.15pm on Tuesday so called them. Still no course of action - was informed because I signed off I was responsible for the cost of replacement and that the entire wardrobe would need to be pulled out and rebuilt.

They once again said they didn't know what would be hanging in the wardrobe and if it was a kids room or adults. My clothing was in the wardrobe when they measured - there was zero doubt this was an adults wardrobe. Monica also discussed putting shoe racks under the hanging space - which is clearly not a possibility given when she actually delivered. She also didn't ever show me heights just pictures of the design.

Given this is a company which designs wardrobes and they are custom - I would expect them to design something which is functional an provides adequate clearance to hang items.

They promised to get back to me Wednesday with a course of remediation. After spending so much money its extremely poor customer service and they don't stand behind their work.

liz doyle

The designer was professional and very helpful. I got exactly what I was looking for. They called with scheduling the installation and followed up with emails. The installer was professional, neat and efficient. He did a beautiful job. I would recommend this company and I will use them again.

Emily Gilmore

Kim Morris was amazing every step of the way! I would recommend her in a heartbeat as we felt so fortunate to have her expertise and A-plus customer service from start to finish. We couldn't be happier with how our closet turned out (also thanks to the installer, Andrew) and 8 months later, I still wake up and say to myself, "I love this closet!". Thanks!

Gen

My designer, Kim, was extremely patient with the multiple changes in the design plan. Her presentation of layouts and options were thorough, She also took into consideration the measurements of my current closet space in order to determine the required space needed. Kim was a pleasure to work with and I highly recommend her to work with others in their design plans.

joanne fichtel

Juliet Blair, our sales rep, was outstanding! She was always available, has years of experience in closet design and had great ideas to help us come up with the perfect design for our 2 large kitchen pantries. Manual, our installer, arrived exactly on time, and proceeded to custom install our pantries. He was neat and cleaned up the workspace after the installation. I can’t say enough good things about this company. Our pantries looked even better than we imagined. A very professional company from start to finish. We will be using Juliet again for our bedroom walk in closet in a few months.

jamshed madan

Hillary was attentive and responsive. Provided the solution I needed in several closets. The install was very smooth and professional. The cost was very reasonable.

Ted Hendrie

A fabulous experiece. We recently renovated the interior of our home and couldn't decide whether to do the closets. We're so happy we did. Our designer, Kim Morris, was great and made the process easy. She had so many great design ideas. The installer was very nice and easy to work with. The closets look beautiful! We absolutely love them . Kim, thank you again!