The good, the bad, and the downright ugly
Good: I had the most awesome sales rep. Lisa helped and guided me along the way. She, and Classy Closets, came to me as a referral from my neighbor. She has a great eye for design and color, and I couldn't have been more pleased with her level of talent and dedication. The installation itself was also good. The product is beautiful, and the installers were friendly and efficient.
Bad: With the exception of my sales rep, no one gets back to you at this company. I can't speak to whether I would ever have been communicated to if it weren't for her. Frankly, it was my intent to cancel the entire job and go somewhere else. However, I work from home and the installers came before the manager ever got back to me (big surprise) and I was on a conference call, so my husband let them start. What went awry is that I sent an email requesting a change for my installation date. My rep gave me the name and number of the scheduler. I left two (2) messages and I never got my call returned. As a result, I assumed they would be there as originally scheduled so I rearranged my entire day, took the time off work in order to get the install done. Then they were a no-show. I emailed Lisa and she came back to me with a new date and was unaware I had never been informed of the new install date. So now I had to rearrange my entire life again. I requested a discount in which the manager informed me they don't do that and it's against company policy. So, when I asked what they do when they have a dissatisfied customer he indicated they make it right. THEY DIDN'T. Because they already screwed it up. If they had made it right with me this entire review would have gone a different direction. The manager acted as though he had no idea I wasn't communicated with and actually told me at one point he thought I knew the date had changed which was an outright lie since I have the email chain to prove otherwise.
Ugly: You would think that would be it. But here's the kicker. I originally had the plan to build a wall of shelves and a murphy bed on my spare room but instead decided on the smaller project of my laundry room cabinets. Once the laundry was done ($5,000) I was planning to have my master closet done ($15,000) and then I was still debating on the spare room ($25,000). In addition, my neighbor wanted to use the same closet company as me for her spare room ($5,000) after I did my research. So, instead of giving me the small $500 discount I asked for, Classy Closets got paid $5,000 and lost well over $45,000 is additional business and every person that I may have recommended to them.
Bottom line...have a ton of patience if you decide to use them as they will not care about you, your life or your schedule. And apparently cannot do a simple ROI calculation. I loved my cabinets but would never use them again. Scheduling was a nightmare I don't want to repeat, and I didn't appreciate the way management handled the entire situation. If I treated my customers the way they did here, I'd be out of business.