Covid-19 FAQ
The health and safety of our customers and employees is our highest priority, so during these challenging times we’re here to help you in the way that you’re most comfortable —online, via video conference, by phone or in-person. We’ve also added TouchLessService™ protocols to both our in-home design consultation and installation processes.
How We Work
Free In-Home and Virtual Design Consultations
All of our complimentary in-home design consultations incorporate our new TouchLessService™ protocols.
Alternatively, we offer virtual design consultations . Using web-based technology, we collaborate with our customers one-on-one, listening to your needs, discussing options, helping to guide the collection of all space measurements and then quickly creating a 3D CAD rendering of your custom designed space.
White Glove Installation
We have implemented TouchLessService™ protocols as part of our existing White Glove Installation Service when our installers are in your home. In addition to always protecting your walls and floors, our installers will take additional preventative actions, which include washing hands/using hand sanitizer, wearing face coverings and following safe-distancing protocols when communicating directly with you or working alongside a second installer (whenever possible).
While in your home, we prefer that you and your family remain in a separate part of your home, while our installer communicates with you via phone or text. Finally, before leaving your space, our installers will wipe down and disinfect all surfaces after the installation is complete so it’s ready for your immediate use.
Manufacturing
We closely monitor and follow the guidance of the Centers for Disease Control and Prevention (CDC) and appropriate federal, state and local officials, and are consistently directing our employees and franchises on best practices.
Key Questions
Are all California Closets locations under a “Shelter in place” or “Stay at Home” order?
We are taking our direction from the latest guidelines or mandates provided from state and local officials regarding opening and operating showroom locations. We are in constant contact with our employees and franchisees, sharing information with them and directing them to follow guidance from the Centers for Disease Control and Prevention (CDC) and their state and local officials.
How do you ensure the safety of your workers and your customers when they are interacting with one another?
While in your home:
All of our employees are provided with the appropriate PPE equipment (face coverings and hand sanitizer) and take a health questionnaire and temperature check at the start of each day to make sure that they are healthy to perform work.
While in one of our showrooms:
We have implemented the following TouchLessService™ protocols inside our showrooms:
• Upon arrival, our employees follow a strict check-in protocol which includes taking their temperature. Anyone who does not feel well will be sent home.
• Our employees are required to wear facial coverings and respectfully ask our customers to do the same. If you do not have a mask one will be provided for you.
• We will maintain at least 6 feet of social distance while you’re inside and will limit the total occupancy to maintain enforcement.
• Our employees are required to frequently wash their hands and/or use hand sanitizer while in the showroom.
• We are observing elevated cleaning protocols inside our showroom which meet or exceed public health guidelines.
We have and will support any employee’s decision to request a cancellation or reschedule an appointment. We are in regular contact with our employees and franchisees, sharing information with them and directing them to follow guidance from the Centers for Disease Control and Prevention (CDC) and their state and local officials.
Customers can cancel or reschedule their design consultation without any cost. All appointments follow our current TouchLessService™ protocols. Watch our videos on our TouchLessService Consultation protocols and our TouchLessService White Glove Installation protocols for more information.
How are you handling cancellations from customers?
Customers can cancel or reschedule a design consultation without any cost. Customers can also elect to schedule a free virtual design consultation or change from an in-home consultation to a virtual consultation. In some locations, there will be a fee involved for cancelling an installation appointment; check with your local California Closets location for complete details.
How are you handling requested cancellations from employees?
We encourage employees who feel uncomfortable working on-site to work from home or not come to work. We also ask employees who show any signs of sickness to not report to work and to remain at home. Therefore, we reserve the right to cancel or reschedule your design consultation or installation appointment with short notice.
My installation was cancelled/postponed. What happens to my deposit?
When your design is complete and approved, we require a deposit to begin the manufacturing process of your custom solution. We will not require your final payment until we have completed your installation and you are completely satisfied with your project. If your installation was cancelled/postponed due to COVID-related issues, we will attempt to reschedule as soon as possible. Since your deposit was used to manufacture your custom-designed solution, you may or may not be entitled to a refund of your deposit. Speak with your local California Closets office for complete details.
Can I purchase now and have my system installed at a later date?
Yes, absolutely. We are more than happy to help you virtually design a custom solution now, and coordinate installation later. You can also elect to order The Everyday System™, our modular organizational solution designed in collaboration with Martha Stewart. This product can be delivered to your home and self-installed. A customer can also schedule virtual installation support.
Is my local showroom still operating?
We follow current state and local “Shelter in Place” or “Stay at Home” ordinances and therefore ask that you check with your local California Closets® location. At this time, we prefer that you schedule an appointment prior to visiting one of our showrooms.
We have implemented the following TouchLessService™ protocols inside our showrooms:
• Upon arrival, our employees follow a strict check-in protocol which includes taking their temperature. Anyone who does not feel well will be sent home.
• Our employees are required to wear facial coverings and respectfully ask our customers to do the same. If you do not have a mask one will be provided for you.
• We will maintain at least 6 feet of social distance while you’re inside and will limit the total occupancy to maintain enforcement.
• Our employees are required to frequently wash their hands and/or use hand sanitizer while in the showroom.
• We are observing elevated cleaning protocols inside our showroom which meet or exceed public health guidelines.
Can I purchase and install myself?
Yes. The Everyday System ™ designed in collaboration with Martha Stewart is modular and readily available online to ship and can be easily self-installed. A customer can also schedule virtual installation support.
All California Closets® franchises are independently owned and operated.
