Closets.com

I worked with a closets.com designer to design a custom kitchen pantry closet system that I ordered in December 2021. They were the only company to come up with a good design to get maximum use out of my small and sloped ceiling under-stair pantry space. They were having known production delays, and I was told my closet system would have an 8 week lead time, and would ship in early February 2022. It did ship on February 15th, and I received it last Friday evening, February 25th. My shipment arrived well packaged and intact, but it was missing a couple of parts and also had no parts list or design diagram included - in fact no paperwork at all. Is far as I can tell from the online instructions, I am missing one hanging suspension rail and one toe kick, as well as the design diagram or parts list. Without the hanging suspension rail I am unable to finish the install and use the custom system, and without the toe kick, even if I was able to fully install it, it would be incomplete and unfinished looking. I reached out to closets.com immediately by phone to request support and to report the missing items on Saturday morning the 26th. When someone did finally pick up the phone on Monday, I was told that closets.com is not currently taking customer service phone calls, and to send an email to customer service instead. I was told to expect a response in 2-3 days. I sent an email right then explaining what I was missing. To date I have not received a response from closets.com. I then called again several times (no answer) and filled out the company's web contact form asking for help, and received an automated response saying a service representative would contact me. That was four days ago, and still no service representative contact received. I have had no response from closets.com in the full week I have been trying to reach them. In the mean time I have tried to find some kind of similar rail to purchase online just so I can get the shelves hung, and cannot find one similar to the ones closets.com uses. Meanwhile, I have had to move into my house with a pantry filled with stacked shelving parts instead of the nicely organized pantry items I had envisioned. I feel I have been very patient and understanding about lead times and the missing pieces (stuff happens, right?) But also, I feel it is reasonable to expect a prompt response to a call for missing parts, especially after having waited so long for delivery in the first place. I am very disappointed and frustrated with this company that took my payment months ago but did not deliver a usable product, and frankly doesn't seem interested in fixing it. If they are so overwhelmed that they cannot take phone calls or respond to emails or provide customer service for their sold products, then why are they still running ads and specials and making social media posts to draw in even more customers? 3-7-22 still no response after a week. Filed a credit card dispute.