Ryan H.

The product is decent, but you may not get what you ordered, or get it all at once. I ordered a closet that I designed using the online tool, and then purchased it. It allegedly shipped a week later, and there was a delivery date provided for 13 boxes, so I scheduled a knee surgery for a the Monday following the Friday delivery date. I just moved into a new home, so we really needed to have an operational closet. Notably, the order on the website indicated that the order had shipped and the UPS tracking number indicated that there were 13(!) boxes coming.

Those 13 boxes arrived last Friday, but when I looked at the labels, there were a total of 15 boxes in the order, so 2 boxes were missing.

I contacted the company, and asked them to overnight the missing boxes so I could complete the closet before my surgery (since the installation would require standing and drilling), but the customer service wasn't good at all. I received a short response with some screenshots saying that they had sent the missing boxes and they would arrive on Monday (the day of my surgery)... "Please confirm." I then began assembling and installing the closet anyway so we'd have something, and it would be a work in progress that I could finish later. I then discovered that one of the pieces was the wrong piece. There is only one wall that faces the closet door, so it shouldn't have the peg holes in it, but they gave me a finished piece for the side facing the back of the closet.

I sent another message to EC asking about this separate problem, and got a similar gruff response saying they could send me another piece, "please confirm." In other emails the CSR had answered questions about one issue but not another, so i repeated my unanswered requests and and got a rude response that she had gotten my email with all the issues (she just wasn't responding to everything).

Then I noticed that the hand pulls don't match the finish of the hardware i selected in the online tool. Awesome!

So I go back to the EC website and there's a pop-up saying there's a 20% off everything sale, a discount I didn't receive. So I email the CSRs that have been handling me, and told them about the drawer pull problem and asked if at minimum they could give me the 20% discount being advertised, and do something to make my experience a positive one, but didn't get any responses today.

What a disappointing experience. If you order from them, make sure you build an extra few weeks into your plan to account for problems if you have multiple problems like mine. And don't count on any kindness in the customer service, either.