ComplaintsforRoyal Window Fashions

• Initial Complaint

  24/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  March 2021 patio door installed. Kept falling out. Finally installer put it so it didn't fall and owner texted me that he guaranteed it would not fall out and have me a 2 year parts and labour guarantee. I have sent the texts to you The screen door was never used except to keep bugs out. In September, I was out on the patio and door fell out. I contacted the business who said they couldn't come till late October. The new installer came in and couldn't fix the issue. In fact he hammered on strata property door frame and has damaged it. I asked him to call the owner, who barked ar me and acccusingly yelled at me as to how the door now fell out with time passing. He said he would fix it. The business has not responded to any of my requests to fix this issue.i want the door fixed or I will get it fixed by another company and they can pay me that amount. Or just refund me for a ****** product and now damage to strata property

• Initial Complaint

  13/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 2 electric cellular shades from Royal Window Fashions on January 2019. One of them had a problem shortly after and they had it repaired and reinstalled for free. Now the other one is not functioning properly (stopped halfway instead of going down to the bathtub’s edge). I contacted Royal Window who told me to call the manufacturer (*******) directly. A technician from ******* told me to reprogram the shade with the remote control over the phone. It worked, but two days later, the same thing happened and the shade stopped even further from the bathtub. Royal Window asked me to contact ******* again, and ******* asked me to send it back to them( they’re located in Toronto). But Royal Window refused to send labor to take the shade off and wouldn’t cover the shipping fee either. The invoice shows 3 years warranty, but they say they only offer 2 years warranty for the labor(without any proof). I then proposed to pay the shipping myself and they cover the labor, they refused.

  Business response

  25/10/2021

  We appreciate BBB gives us this chance to explain. 

  We have spent a lot time on this issue.

  1. The 3 years warranty on invoice includes fabric defects, which is not include in this case.

  2. We have not provided any labour warranty back to 2019.

  3. Right after installation of shades, one of them was not working properly. *******'s warranty covered the repair and shipping fee, we provided free labour to remove and install. We did this to help our customers, to build a pleasant business relationship, but not an obligation. Now Client kept saying if we did it for free in 2019, we have to do if for free now, and also we need pay for the shipping cost.

  4. As a dealer, we have done anything we could, communicated with ******* and clients many times. Please understand we do need to pay for our technicians to remove and install. We are not able to covet the cost. 

  5. Thank you very much for your time. 

  Regards,

  Royal Window Fashions

  Customer response

  28/10/2021

  
  Complaint: ********
  
  I am rejecting this response because:

  1. ******* offers a lifetime warranty for fabric and mechanism, if the seller(referred as RWF) cuts it to 3 years and fabric only, they are cheating customers and opening themselves to lawsuits . (Picture 1)
  
  2. Seller is lying about not providing labor warranty in 2019, the customer service person (referred as CS)said repeatedly that they offer a 2-year labor warranty . (See CS ****** ID & conversation in Pictures 2-5)
  
  3.The only reason they cover the labor back in 2019 is because it was within 3-year warranty. They refuse to cover it this time because it’s just three months before their warranty ends. 
  

  4. I asked multiple times and they failed to show any proof of this 2-year labor coverage.
  
  5. If RWF’s warranty covers a shorter period and fewer issues than *******’s, then what is the meaning of the existence of their warranty at all?

  The system only allows 4 pictures uploaded so for point 2 please see picture 2-4.

  I also screen recorded my conversation with RWF’s CS persons, any Chinese native speakers can verify. I can also translate the whole conversation if needed.

  
  Thank you for your help.
  
  Regards,

  ****** *****

  
  
  Sincerely,
  
  ****** *****

  Business response

  28/10/2021

  Hello BBB,
  

  I am a little confused there.

  I replied last email to show our respect to BBB, not to get approval or rejection from client.

  To persuade client here is not possible since we have done that many times and still be called liars in her words.

  Again, thank you very much for giving us this opportunity.

  We are working very hard in COVID and building polite and professional relationship with every client.

  There is no reason to upset clients just because warranty disagreements.

   

   

  Customer response

  29/10/2021

  
  Complaint: ********
  
  I am rejecting this response because:

  
  ***** ** ****** *** *** ****** *** *** ****** **** **** * ****** ******** ******** * ** *** ** *** ****** ******* ******* ** ****
  
  1.If they prefer identify themselves as “liar”, I wouldn’t reject that. I did say that they were“lying” and that’s based on multiple solid evidences. 
  
  
  2.Prove me wrong if 1. their customer service didn’t say that they offer a “ two year labor free warranty “ while in their previous response to BBB they stated that they “have not provided any labor warranty back to 2019”; 2. they didn’t state that their warranty only “includes fabric defects “ while ******* offers a lifetime warranty for both fabric and mechanism.
  If this is not lying, I wonder what would be. A friendly suggestion: the best way to avoid being called liar is to stop lying.
  
  
  3.They did spend a lot of time insisting they only cover labor for two years, and I spent even more time asking them to provide proof of that policy, they failed to do so. Now BBB is giving them another opportunity, have we seen any proof yet?
  
  
  4.Since I first reported the issue on September 23, I contact them many times through ****** and also over the phone, they have neither sent anyone to check the shade un nor taken down the shade and ship it back to manufacturer, the only “help” they ever provided me was giving me a phone number of *******. You don’t “persuade “ your client by refusing to take your responsibility.
  
  
  5.******* states clearly that they don’t cover labor and installation while RWF states it verbally, and only when it comes close to three years.
  
  
  6.My purchase is undeniably within RWF’s 3-year warranty and the shade should be repaired and re-installed for free.
  
  
  Thank you.
  
  Sincerely,
  
  ****** *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩