Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/01/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered some replacement window blinds, as I have before since they had done all blinds at my house 3 years ago. This last batch of 2x blind replacements costing me $650 arrived wrong - not matching my current one. I had to place the order twice then pick up in store. At no point was I told my model was discontinued. When I went to complain in person I was treated very disrespectfully and told "the only way this is going to end is you walking out that door". They accepted fault but refused refund or resolution. My guess is they knowingly took my order and my money to trick me

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 9, 2022/08/01) */ The original blinds the customer ordered in 2018 are no longer made with cords. They are only available cordless now. Any blind from any manufacturer would have been different than the old blinds. The new blinds that were replaced are from the original manufacturer and they're as close to the same as the original as possible. Originally the customer wanted to replace the blinds themselves. The new blinds have a different bracket than the old blinds. This job didn't meet the minimum for free installation. To accommodate the customer we offered to install the blinds for free. We offered to return their money even before we installed. Once installed we made sure it was fine before leaving, the job was approved by the customer while we were on site. About a week later a man pulled up into the handicap parking, opened the door, and immediately stated demanding answers and action, asking our associate up front "What she's going to do to make this right?" I was on the phone with another customer in the back watching this guy be disrespectful and using an inappropriate tone towards our employee. I put my customer on hold and walked to the front and pointed this customer the door. I didn't know who he was or what his problem was but I know that he had no place in our shop acting like that. He told us he would sue us and stormed out, then wrote a nasty google review, and now he's taking us to the BBB. Our company has been around 27 years because we always try to do the right thing and make it right. We tried our very best to make this job correct, and in my opinion we did. It's not good enough for this customer and explaining it to him is impossible. We offered their money back several times, we installed for free, we double checked that the job was okay, it was approved. The blinds they want haven't been in almost two years. If I could get them I would have. We'll still give them their money back if they return the blinds undamaged. Consumer Response /* (3000, 11, 2022/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Lies! I ordered the replacement blinds twice, as initial order was fumbled by them. When they finally arrived, I picked them up at the store and at no time was I informed that they were discontinued or different than what I had at home. I had done before with them so had no reason to doubt it at all. At no time I was informed I was paying for something that was not going to match 100%. So obviously I'm going to be very upset when 72hrs hrs before my new tenant arrive to take on the lease of my house, I see that I cannot install the replacement blinds because they are completely different setup and look horrible without the matching mechanism to roll up as all others that are in the home. I had to leave on a business trip the next day and leave my wife to solve this in now 48hrs. She was pressed against the wall to accept the job and accept the wrong blinds or the alternative would be our new tenants would not have blinds on the most important exterior facing windows. They have always dealt with just me, with exception of the 48hrs when they finally admitted to their mistakes and left my wife no option but to accept their mistake and then promise to not complain. I was furious of this, specially as I had waited 4-5 months, and there was plenty of opportunity to tell me the blinds that would arrive would not be the same. But this business wanted their money, and had no problem taking advantage of my wife. Even during my trip I tried leaving voicemail and getting to a resolution where my tenants could still have blinds and then we would see how to fix. Later the company told me there is a more expensive model that more closely matches my blinds, and they would be happy to sell me that now that they had already sold me the others. Beware! They are in the business of pressure selling, no customer service skills, and then trying to get you to pay more for something else once they can enforce their no return policy. I had all the right to be upset and walk in demanding a better product or service- and got neither!!!! Business Response /* (4000, 13, 2022/08/02) */ We have done several jobs for his family over the last 5 years. The men that installed his blinds are the least pressuring people I've ever met. We pride ourselves on never, ever applying pressure on our customers. If what he said was true, we wouldn't be the best window treatment company in Southwest Florida for over 25 years. The customer picked these blinds up to install them themselves. If someone did not tell him they were different, why weren't they returned immediately upon opening them and seeing they were different? They called 25 days later and were offered a refund, which was declined. They couldn't get the new brackets installed, so we went for free to install. Offered a refund before install. Hung the blinds, made sure they were okay, offered a refund after installing. It was declined again. Regardless of the change of the manufacturers' product, I'd replace the blinds with the cordless version 10 out of 10 times because everything is the same, slat size, color, and cording, except one has a cord and one has a wand. It's the closest we'd ever get without replacing all the other blinds in the room. I feel insulted to have to defend ourselves from such baseless lies. Even after all this, our offer still stands, like it has since the beginning, return the blinds undamaged and receive a full refund. The fact these blinds are still hanging in their rental unit and not returned here is telling.