Closet Factory — Attraction in Elk Grove Township

I placed a $$$$$ very expensive order at closet factory through Costco. My designer’s name was Trish. I discussed everything with her and detailed my vision to her. I placed my order on 02/27/2025, there were a few issues on the contract but Trish said they would be resolved at time of remeasure and install. I was given an install date of 4/21/2025, approximately 2 months from my order date. Fast forward to my install date - there were numerous errors on the design. The installer began his installations per the incorrect design. My newly renovated and painted condo is was damaged in various places because of all these errors and then had to be reinstalled correctly. My laundry cabinet was placed incorrectly because the designer had not measured my laundry machines correctly. The installer reinstalled the entire cabinet to the correct height leaving more holes and damage to my walls. My closet shelves were slanting when I specifically asked for horizontal shelves, per the contract, leaving my closet without any shelves till replaced. During the coarse of the installation, I realized that my entire desk was incorrectly measured and not aligning with the new electrical outlet placements that the closet factory install manager, Dan, had instructed me to specially get my electrician to make. With all the previous design flaws and this new issue, including the desktop color being mismatched, despite being assured that it was a color match, my displeasure was evident. I was allocated 5 days for my install - 4/21/25 thru 4/25/2025. Owing to all the issues and reinstalls, my project was left incomplete and I was told that the company will need to reschedule the installer. On speaking with the scheduler at the company, Deidre, I was informed that my installer is booked thru June and I would have to wait to be notified of his availability based on their schedule needing reorganization.. as if this was my fault!!! I spoke with my designer, Trish, about all these errors and flaws with her design and all the damage I had to incur. She said that I signed the contract and so I should see the contract. This made me very upset because if I had known that I would be responsible for every measurement and remeasure to verify the designers work, then what exactly am I paying so much money to a custom closet company for?!

I did my best to get my project completion scheduled. I was put in touch with Deb, another designer who works as a Costco liaison at this company. Everyone is unhelpful and rude. They just made excuses so that they didn’t have to schedule my completion. To top that, Deb tried to make me pay an extra $315 for a desk countertop that was to be downgraded from the updated 425$ that I already paid. And she told me that they could not absorb the cost of their own mess up!!! So much for getting custom closets! Finally, I called costco and lodged a complaint. A Costco representative called me and made sure my Project is completed. They had me scheduled for May 9-10. The costco representative made sure I was reimbursed for the damages and the desk downgrade. In a nutshell - thank god for COSTCO stepping in.

STAY AWAY FROM THIS COMPANY!!! They’re very...

BUYER BEWARE! We've worked with other closet companies before (California Closets, Closets By Design) and unfortunately our experience with Closet Factory has left us wishing we had gone with one of those other closet companies. We worked with the Closet Factory Elk Grove village team on designing out a few spaces in our new home, the centerpiece was going to be the mudroom so that is where a big chunk of our project cost went to, and here is how the project unfolded.

First thing, they design out your spaces for you and provide you with a quote, and then the pressure starts because you feel like they are rushing you to sign-off so that we can the date we hoped for ( 1 month out) and get the project at the cost they quoted and they mention the price is going to go up, so like 3-4 business days to review everything and sign-off and put down the deposit. This office asked us to pay 50% upfront, and then 40% at the time of install, and then 10% at the end once the install is complete. For a project over $25k it's asking alot to put down 50% upfront, but you trust in the company and proceed with sign-off. And then a few weeks later they email you and tell you the project install will actually take place 5 weeks later than originally promised....

Our designer should have designed a great mudroom for us, we gave her a VISUAL of what we wanted (attached is a screenshot of what we sent her as far as design which she thought looked great) and you can see it was a space with a cabinets on a mudroom bench with room to sit on, we assumed we made her job easy with providing the picture. But there may have been some confusion with the design team when they looked at a project they completed for another client and it appears they simply copied that design and applied it to our space because the measurements do not make sense, and so upon installation we come to see that Closet Factory gave us a wall of cabinets with a small, teeny tiny ledge?!?!? What we ended up with completely defeats the purpose of having a mudroom, there isn't anywhere to sit down to put on your shoes/boots?! It doesn't matter if you open the doors and try to sit down because they added a bottom to the cabinet so you can't sit comfortably at all. Upon seeing this install, we panicked and contacted our designer immediately and asked her whether it was supposed to look like this, and she said no it shouldn't look like that, but then upon speaking with her team and circling back with us her stance changed, and she came back with this is what you signed off on and if you want to fix it you are going to have to pay us more money. It was unbelievable, so essentially when you work with their designers, you are going to have to make sure you check their work, because they will make mistakes and then you are left with no apologies, no fix other than to pay them more money to deliver what we had originally asked for.

There are a lot of good closet companies out there, make sure you interview those companies and learn your lesson from me, maybe avoid...

When my wife and I purchased our new home, we were happy to discover an unused room next to the primary bathroom that we felt would be perfect for a custom dressing room. After conducting some research on custom closet and dressing room design companies, we reached out to three and made appointments to discuss our needs. Of our three choices, we were most impressed with Closet Factory. Becky D. met us early on a Saturday morning and patiently walked us through all of the options. She patiently and kindly answered all of our rudimentary questions while also showing us all of the options. What impressed us most about her approach was that she did not try to upsell us on anything. Her mantra throughout the entire process was that her role was to ensure that we had all the information needed to help her design the right closet for us at whatever price point we desired. She showed us quality options at all price points and never pressured us on anything. We spent a good three hours with her walking through materials, colors, and design options.

Within a week, we had a rough mockup of the dressing room, but Becky did not stop there. She personally visited the space and took her own measurements to ensure that what she envisioned for us would fit the space to a T, and she ensured that there was no wasted space as well. She also warned us that fabrication could take some time, as we had ordered numerous custom fixtures and assemblies, and we appreciated her management of our expectations.

When our assembly was ready, it was about a month behind schedule due to an issue with a supplier (pandemic-related), but Becky kept us informed the whole time (even when the bad news about the delay had to be shared with us). She made sure that we had an installation date and then even helped to move up the date (so the month-long delay actually ended up being just 2 weeks!).

Our assembler, Angel, was AMAZING. He showed up promptly ever morning and kept me informed as to his arrival time and what he was doing that day. He carefully completed all of the work and checked and rechecked all of the finished products. Angel even spotted some minor issues that my wife and I wouldn't have bothered with; however, his pride in workmanship was such that he had the pieces refabricated for us to ensure that everything was perfect (at no cost to us)! During the entire process, Becky stayed involved, calling to ensure that things were going well and even stopping by during the second day of the installation to check up on things.

The dressing room turned out even better than we ever could have imagined, and Becky and Angel truly delivered on all of their promises. As my wife has finally set up the dressing room to her liking (and loving every minute of it), I wanted to take the time to HIGHLY RECOMMEND Closet Factory for any and all custom closet needs. I am also budgeting and making plans for them to take care of our mudroom, pantry, and garage spaces. You truly get value for your money, and the quality is...