Closet Factory — Local services in Bothell

I don’t recommend the closet factory due to terrible communication, coordination and repeatedly mis-charging me (while also never providing me with a progress billing invoice to detail what I was being over-charged for. I only was notified by my bank of a sudden and unexpected charge to my credit card as a clue I was being charged - nothing from the company itself to me as a customer about what the charge was for) for work not yet completed (or even charging me when all materials had been delivered for the complete job fully to my homesite).

My fiancé (who’s an established interior designer in the Seattle area) and I engaged with the closet factory in late Fall 2023 to redesign and replace all of our closets in our Kirkland Home as well as to design and install a bar counter and cabinet in our downstairs dining area. Engaging with the designer was fine although we relied on my Fiancé’s attention to detail a great deal to make sure we had the designs right. We were “ok” with this.

We were given an initial quote and timeline for delivery for which I paid an upfront deposit to secure the custom work beginning on the materials. The initial 3 day installation windown was missed and adjusted out another 2 weeks to span a Thursday, Friday and now Saturday. Upon the delayed work commencing, only 2 installers were sent to our house for two days who worked very hard complete all the work, but the closet installations stretched into the third day when I was informed near the end of the day that the bar cabinet and counter had been designed and/or painted in error and wasn’t ready for install. I was presented an invoice to initial upon completion of the upstairs closets at the end of day-3 where I explicitly marked the work as incomplete and that I was missing the bar. The next day my credit card was erroneously charged the entire remaining amount for the work order - and again - no accompanying email explaining what was being charged and for what. I only had the record of the transaction with the bank to indicate I had been improperly charged.

After contacting our designer, she was able to correct the charge whereby I paid the balance due for the upstairs closet installation and was credited for the remaining bar installation as a hold-back. I was then given a date of Feb 6 for when the bar would be installed complete.

Much to our dismay, on February 6 only the lower section of the bar was installed. Apparently the coordination of the counter top final measurement and cutting was overlooked for scheduling as well as what the date of the final bar upper cabinets would be installed. It’s been nearly a week and we’ve heard nothing other than this morning my credit card was again billed the full remaining amount with no progress invoice - just a notice from my bank that my credit card had been charged.

So once again we have to engage to unwind improper charges to my credit card, follow up on scheduling etc etc etc.

It’s been a disappointing process to say the least that smacks of lack of adequately experienced business leadership running this company.

I simply cant recommend this company for its repeated poor business practices, complete and utter lack of customer care and deeply inept communication skills with its customers.

If for some reason you find yourself dealing with the company, I highly recommend you pay with check or cash as your credit card may be repeatedly mis-charged before your job is complete and/or...

Disappointed in their work. First, they did a master BR closet and (we thought) forgot to put on the crown trim. The rest looked good. Pretty soon after, we hired them to do a pantry and agreed they could just fix the master crown when they did the pantry.

Second time was worse. First, we signed a contract for the work; soon after, they tried to charge more for the same work (and included an internal email string at the bottom of the email asking us to agree to pay more that they really probably didn't want their customer to see). Second, they installed the pantry and did an awful job of it - many chipped edges on the boards and even forgot very obvious missing screw covers. The installer also didn't have the missing crown for the master with them. We contacted them and they said they would make it right and sent a more experienced installer out supposedly to fix things. Instead of bringing new unchipped boards, they used nail polish or paint or something to paint over the chipped areas to make them look less noticeable. They did install the missing screw covers.

They also installed the crown in the master, but it doesn't fit flush and the installer said that was because the cabinet was made incorrectly with the fasteners in the wrong place. He said it could be fixed but they'd have to remake part of the cabinet to do that, and that the office would be in touch. I don't know but I sure wonder if they didn't put on the crown the first time because the poor workmanship/lack of sitting flush is very obvious and so they hoped we wouldn't notice it was missing (all I know with certainty is that it was not installed when it should have been and then didn't fit properly when it was installed).

They never got in touch and we had a lot going on and didn't follow up, but we paid a ton of money for these two closets and certainly did not get the quality that was promised and expected (especially by a Costco vendor, which is why we picked them!). I'm only thinking about this now as I get ready to do another space and have to figure out what company to go through -- certainly not Closet Factory! And so I wanted to warn others who might trust them because of the...

Professional job, installed with precision and attention to detail, and excellent customer service.

My wife and I came across Closet Factory at Costco (Pro-Tip: you get 10% back when using Costco). We had several different companies come out and give a bid for what we wanted. We wanted an install in our Pantry, Master Closet, and both of our child's closets.

Even though there was one bid that was lower for the entire job, there were red flags when you read the fine print. Like the cheaper outfit didn't remove anything, we were expected to demo all the existing closets before they came onsite. Also, they didn't the same finishing touches that Closet Factory did as a part of every job.

The crew was able to come out relatively quick after a couple planning sessions, where we changed our minds on materials and layouts a couple times. About 3 weeks after figuring out what we wanted and agreeing on a price they did the job. Only 2 days of them being here, and we had beautiful new organization in our pantry as well and in our closets.

We did find a couple things to nitpick on the install, as I always do :) But this is where Closet Factory really shined for me, they got back to me the same day and had someone out right away. He not only agreed with me about the minor nitpicks, but they fixed them to my liking right away. I was pretty impressed with the way they dealt with a customer pointing out minor annoyances, even when it was more likely an issue with irregularities in my house (walls are really never 100% flush and level are they).. :)

When I did the comparison of the money it would've cost to demo and haul away all the old shelves in my pantry+closet and factored in the higher quality - built to order material that Closet Factory used - the decision was super easy to make. Closet Factory is a way better deal for us. (note, the other company's only had pre-selected sizes because they were not manufacturing the equipment, they were just...