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:01/30/2025

  Type:Order Issues
  Status:

  ResolvedMore 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 purchased ****** ******* Woven **** blinds from Custom Decorators in 2017. A few years after that, one of the cords broke so we had the cord replaced through Custom Decorators (operating as Decorview ********************** for Direct Buy). The same cord has become worn and required replacement again. I paid Custom Decorators over $149 for a replacement cord on October 01, 2024. I received correspondence on October 11 indicating the cord was shipped to the installer: Cardinal Installations ********************************** ************.I never heard anything more so I reached out in late November and received a response on December 13 from Custom Decorators, *** "We do apologize that your service hasn't been completed. We have notified the installer to contact you **** to schedule service. Please allow ***** business hours for the installer to contact you for scheduling."I subsequently reached out via both e-mail and phone to Cardinal Installations at least three times between December and now. I've received not response or acknowledgement. I consequently reached back out to Custom Decorators and received an automated response that someone would get back to me within 48 hours. That time period has elapsed and no one has responded. I still need the cord replaced. If Custom Decorators could please find another installation team I'd appreciate it.

  Business Response

  Date: 01/31/2025

  We sincerely apologize for the inconvenience this issue has caused you. Our Customer Support team is working with ****************** to inventory parts and schedule service with you. Support team member will be reaching out to you today 1/31/2025 to provide update and next steps. Thank you.

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22875326
  
  I am rejecting this response because:

  I accept the response in concept. However, I do not wish to close out the case until the product is actually delivered and a capable contractor located by **************************** to successfully complete the installation. The inability of both Custom Decorators, *** and their originally identified contractor to respond to e-mails and phone calls to clarify the issue leaves me wary. 

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

  Customer Answer

  Date: 02/21/2025

  Custom Decor reordered the missing part and arranged for a different installer to come to site. The work was finally completed today. The problem is resolved. The installer was very friendly and professional. He kept me updated with phone calls when he was running late.  So much better than the last individual who never returned a single call or e-mail. Thank you for your help!

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair 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.

  Custom blinds were ordered for my business. In July, a representative came to the location and physically took measurements and ordered the blinds, approx ***** total windows and doors. Several weeks later the blinds arrived and the installer could not put them in due to measurements being wrong. Blinds were reordered, once again, the installer could not install a couple of the blinds, but did not install the blinds that they could install; another reorder. Finally, this week they call to tell me the blinds are done and ready for install. I have already moved on to a more reliable company. I am requesting a refund; however, the company is stating that because they were "custom" they cannot. It took 6 months to get this point after mis-measurements. I am seeking at least a partial refund of 50%. My business went 6 months without the security of blinds. I have contacted them an offered up this solution to no avail.

  Business Response

  Date: 02/19/2025

  We apologize that production of your custom blinds and remeasure has taken longer than expected. Certainly,longer than we both would want. A customer support representative has attempted to contact you (2/13/25) to resolve this issue with a partial refund offer.******* **** will reach out again today to begin discussions with you and finalize those details. Thank you for your patience.
  

• Initial Complaint

  Date:12/16/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  We used ********** Window treatment services, Custom Decorators Inc for the windows in our home. We contracted for services 8/19/24 and ordered these per the attached proposal.The window shades have been installed satisfactorily, however the 4 of the 5 draperies have not been installed and are sitting in my closet. They only require the correct sized rings (see photo of windows with one set of draperies installed). There is also a "cap" of the vertical drapes which is missing as shown in a photo The rings have supposedly been ordered at least 3 times.I was there for a follow up phone call by the installer to customer service "Hotline" Oct 25th, 2024 and have called, emailed multiple times both to the Custom Decorators hotline and ********** customer ********** baffles me as to why the correct rings cannot be ordered, delivered and my draperies installed.I would appreciate a resolution to this matter.Thank you,****** *******

  Business Response

  Date: 12/27/2024

  Thank you for bringing this important issue to our attention. Your product reorder has been received from the manufacturer and your installation provider will contact you for a visit to complete this project. Your Customer Service representative, ****** ********* will also reach out to you to confirm installation date and follow project until completion.
  
  We sincerely apologize in advance for the inconvenience this delay in service has caused you as we worked to resolve product issues. 

  Customer Answer

  Date: 12/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this matter has been resolved.  However, the lack of responsiveness and ability to fix a minor problem despite multiple calls, emails and conversations with the installer in person demonstrates a company that is not functioning competently.  The resolution at this time is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair 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 am writing to express my deep disappointment and frustration regarding the shutter installation services provided by *********** which have been nothing short of a series of failures and inconveniences.On January 2024, I purchased shutters from ********** with the expectation that they would be installed promptly and efficiently. However, it has been four months since the initial purchase, and the installation has yet to be completed. Not only has the installation team failed to finish the job on two separate occasions, but they have also repeatedly ordered incorrect parts, prolonging the process unnecessarily.As a result, my time and resources have been consistently wasted as I have had to take time off work to accommodate the installation appointments, only to be met with further delays and setbacks. This ongoing ordeal has caused significant inconvenience and frustration for me and my household.I urge ********** to take immediate action to rectify this situation. I expect a prompt resolution to the installation of my shutters, as well as appropriate compensation for the numerous inconveniences and delays I have experienced. Additionally, I request assurances that steps will be taken to prevent such failures from occurring in the future for other customers.I trust that ********** values its customers and takes pride in providing quality products and services. I look forward to your prompt attention to this matter and a swift resolution.

  Business Response

  Date: 05/13/2024

  We sincerely apologize for delay in procuring correct part to properly finish installation. We are working with manufacturer to crosscheck for accuracy. This issue has been expedited with our installation team who will reach out to our valued client shortly with updated plan of action for on-site visit. Customer Service Manager will also reach out and contact client today for follow-up.

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Date of initial transaction: 9/7/22 Date installed: November 2022 March 21, 2024: Valance fell off the window What the business committed to provide us: Replacement parts and reinstallation at no charge What the nature of the dispute is:On March 21, our 22 foot angled valance fell off the window onto the floor. We contacted Custom Decorators Inc that day. They said that an installer would contact us in 7-10 days to set up a service appointment. We have not heard from the installer.We also contacted ***************************, the company that manufactured the blinds and valance. Per their email: "As your blind is *******" wide - it should have 6 installation brackets holding the rail in. The Valance should also have 6 or more clips. There are no alternative installation methods on holding the valances on."However, as you can see from the attached PDF called "Valance," we do not have 6 installation brackets or six clips, but only 4 installation brackets and 5 clips.Since the valance is missing 2 brackets and 1 clip, clearly it was installed incorrectly from the beginning and was bound to fall off.We are concerned that the entire vertical blind could fall off the window, like the valance, due to the insufficient number of brackets. Needless to say ,this would cause extensive damage to our home and could potentially injure someone.Whether or not the business has tried to resolve the problem:We have called and emailed Custom Decorators Inc repeatedly since then and are still waiting for them to fix the blind. In addition, we have called the manager of the department at Custom Decorators, but he does not take or return our calls.Account/order/tracking number: P4236625

  Business Response

  Date: 04/16/2024

  Custom Decorators regrets the very unfortunate situation the client experienced with the defective valance and is  committed to resolving the issue safely and expeditiously, per the manufacturers warranty.    We are currently working with *************************** support teams to evaluate the best solution.     The customer service manager will follow up with the client, most recently today,with status updates.   
  
  We appreciate the  opportunity to turn this negative experience into a positive one.
  
  Thank you

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21579738
  
  I am rejecting this response because:

   * Nothing is resolved.

   * *********** still says they "are working on it," despite our contacting them about the broken valance a month ago.

   * *********** assured me two days ago (April 16, 2024) that they would call yesterday (April 17) with an update but never did.

   * Their installer who installed the valance and blinds did not use the right number of clips and brackets, which is likely the reason for the valance falling off the window. Because of this, we do not want this installer to try to repair it, but the company repeatedly says that he is the only installer in our area.

   * We would like the company to provide a new valance, and sufficient clips and brackets, and to give us the money to  pay a professional installer to install it properly.
  
  Sincerely,
  *******************

  Business Response

  Date: 04/26/2024

  We have updated the client on the plan of action as of 4/26/24- 

  The plan will be to have product sent to the client, and a new installer will go out to take care of the installation once the product is received. 

  Approximate timeframe for completion will be 2-3 weeks. 

  Client also has our contact information in case there are further questions or concerns. 

   

  Customer Answer

  Date: 04/26/2024

  I would like to keep this complaint open until the repairs are completed. Although the company is responding now,  they were unhelpful before I submitted this complaint. I am not confident that they will complete the repairs satisfactorily if I withdraw the complaint.

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21579738
  
  I am rejecting this response because I would like to keep this case open until the repairs are completed. 
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 05/06/2024

  Hello,

  We are still waiting for additional parts and for the installer to contact us to schedule the repair.
  

  Several weeks ago, the company said the installer would contact us. However, we have not heard  from the installer, and the repair is not scheduled.

  We would like to keep this complaint open until the repair is completed properly.

  Thank you for your help.

  Business Response

  Date: 06/05/2024

  Currently in process to replace incorrect parts to complete project. Update on current status of parts will be provided to client by 6/6/24. We are in agreement with that this is an issue that should remain open until resolution.

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21579738
  
  I am rejecting this response because I want to keep this case open until the defective product and installation are resolved to my satisfaction.

  Thank you.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/18/2024

  Product has been installed in our valued client home. Management team reached out to our client, and she indicated she wanted to review installation to ensure product was installed correctly. We have agreed to review workmanship with *************************** support employees to ensure same.  

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21579738
  
  I am rejecting this response because I am waiting to hear from the company about whether the product is now securely installed. The product manufacturer gave different information than the installer about correct installation.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 06/28/2024

  The company has responded to my concerns. At this time, I would like to close this complaint.

• Initial Complaint

  Date:04/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  File No. P3048475 We did not realize until the night the new replacement blind was installed that it was not a blackout duo like the other one in our bedroom which was repaired. It is a duo but does not fully block the light through that bedroom window as originally ordered. Apparently, the installer did not realize this either as he later reported to CDI that it functioned properly. CDI has ignored our explanation of this prior to our departure.

  Customer Answer

  Date: 04/02/2024

  We reported this matter three times to the company which they have ignored. We jVe had recurrent problems with this product and their service throughout the years which is why we are asking for compensation. 

  Customer Answer

  Date: 04/04/2024

  Company emailed me on alternate address with incorrect information asking for my response. I did and they have not replied. We paid for two duo blackout blinds and only have one. Following are the emails:

  *******,
  Your research in great detail falls very short. Please review the original order of 7/18/2019 by designer *************************. As I have explained in writing repeatedly over the years, please compare Lines 6/7 and 11/12 which were incorrectly switched in the order. This was discovered upon installation, but because they were the identical size, we agreed to allow the installer, ****************, to switch the blinds so we had the requested light darkening blinds in our bedroom. Mr. ***** said he would note this correction in the records. This is also confirmed by the fact that the left light darkening blind originally installed in our bedroom as part of this correction was recently repaired so we are now in possession of one light darkening and one remade light filtering blind in our bedroom but we paid extra for the light darkening blinds and only have one in our bedroom. It is beyond me how many times I have had to explain this, and I insist on the requested compensation for the recurrent delay and inconvenience on this matter since 11/2023 and over the years for numerous failed blinds. I do not mind paying for the product, but I mind very much paying for recurrent inconveniences for years, and for doing others jobs for them. Please advise. 
  ***********************;
  Sent from my iPhone
  
  On Apr 3, 2024, at 2:56?PM, Support Request <*****************************************> wrote:
  
  
  ? Hello *****,
  
  Your BBB complaint has been received regarding the remake of the right-side primary bedroom shade (line 7 on your order) that you stated arrived in the wrong opacity. To update you, I did a significant amount of research to determine why the opacity of the remake does not match the other primary bedroom shade (line 6), but there are still unanswered questions. You will see in the screenshot below that both of the primary bedroom shades were ordered with light-filtering fabric. (The attached "Interior Windows Fashions Specifications" also indicates light-filtering for both of the primary bedroom shades.) I researched your order in great detail to see if at any point either of these shades had ever been changed to a room-darkening fabric, but there is no evidence that lines 6 & 7 were ever remade for any reason prior to Feb 2024. To confirm my findings, I checked with the manufacturer, and they came to same conclusion: lines 6 & 7 were never remade prior to Feb 2024. To further my due diligence, I looked to see if there might be other orders associated with your name and address, but I did not find any.
  
  I regret to inform you that, based on the information I found, I am unable to reorder the shade with a room-darkening fabric because I could not find any records that it was ever room-darkening at any point in the order history. If you are able to provide paperwork showing that you purchased a room-darkening shade for your primary bedroom through Custom Decorators, I may be able to work with that. Otherwise the best I can offer you is 25% discount if you want to make a new purchase.
  
  
  
  
  Please accept my apologies for any inconvenience and let me know if you have any questions.
  
  *******
  Custom Decorators, Inc.
  Client Experience Specialist III Lead
  Mon-Fri 9 a.m. - 5:30 p.m. Pacific
  ************
  

  Business Response

  Date: 04/05/2024

  The client's product is under warranty, therefore the shade is to be repaired.  If repair is not possible, the shade is then replaced by being remade exactly as it was originally purchased.  Upon diligent review of the situation it has been determined that the shade WAS remade in the same fabric it was originally purchased in.  At this point, the client would like to change the fabric.  Normally we give a discount off of a new order to do so which would be 10%.  As a company we are making an accommodation and offering 25% off the cost of the shade to be made in the new fabric they would like.  

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21520052
  
  I am rejecting this response because:
  

  CDI requested the installer return rhe original blackout blind to be remade. They replaced  it with a light filtering blind, not a blackout. We paid additional costs for two blackout blinds as stated in the original order, and now only have one. They have not fulfilled their obligation to us.

  Sincerely,
  
  ***** And *****************************

   

  Customer Answer

  Date: 04/12/2024

  We request replacement of the blackout blind as promised by the former employee ***************** as it had failed twice. It does not matter where the Duo Room Darkening/blackout blinds were installed but only that we paid $849.86 for each of them not including all taxes and installation fees. The defective blind was replaced with something of lesser value (******) and efficacy for a bedroom. We expect at no cost to us a full replacement of the original blackout blind now in possession of the business as requested of us. We paid for two, and only have one. A clerical error in the original order of which room the blackout blinds were to be installed has no bearing on the warranty. 

  In the event the business continues to refuse to honor the warranty, we expect as compensation reimbursement in full of both blackout blinds at $849.86 EACH and all applicable taxes and installation fees originally paid --- as we would be forced to purchase a matching set of Duo Room Darkening/blackout blinds from another business. 

  Business Response

  Date: 04/24/2024

  Custom Decorators regrets the clients confusion and concerns regarding warranty eligibility.   The customer service manager will reach out  to the client today to clarify the manufacturer warranty terms and discuss a one time exception in order to repair/replace his black out shade.

  Customer Answer

  Date: 04/30/2024

  Business told us a tentative ship date of a new filtering/room darkening blackout shade for our master BR is May 1, 2024. When it arrives we will attempt to install it per instructions provided. Once completed and blind is working properly, I will notify you to close the case. Please keep the case open until that time. Thank you  

   

   

   

   

  Customer Answer

  Date: 05/06/2024

  Correct blind arrived over the weekend and we installed it ourselves yesterday. It functions as expected and the case can now be closed. Thank you for your patience.

• Initial Complaint

  Date:03/10/2024

  Type:Service or Repair 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 shutter window coverings from CDC through *********** I purchased and signed the documents on 11/2/23. The first installer measured the windows incorrectly and then when he went to install them on 1/15/24, they did not fit. The shutters were then reordered and reinstalled by a new installer on 2/20/24. Now they are saying I did not sign the final paperwork the installer was supposed to give me on install day but did not. This is one of the most unprofessional businesses I have dealt with as a homeowner and hope no one else has to. I would never work with them again. The company said their protocol for resolving this is I would be called and followed up for a discount after install for the terrible customer service and delay . No one has called me and no one has followed up. I had to call them. Still no discount. I'm happy I can at least file this report against the business for their repeated bad actions in an attempt to resolve this and compensate me and my family for MONTHS of back and forth and MONTHS of aggravation.

  Business Response

  Date: 03/12/2024

  We offered the client $1,100 in compensation on his order and he accepted.

• Initial Complaint

  Date:12/28/2023

  Type:Product 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.

  May 2023, Window blinds were ordered from *********** Order P4319823. The installation was done on July 18, 2023. We noticed immediately that the incorrect blinds were installed in 3 of the four bedrooms with addition to incorrect sizing in the basement. The installer gave us a number to call to have these issues corrected, so we called right away to have the correct blinds ordered and have the correct size installed. In late August the installer showed up and installed the correct sized blinds in the basement and removed the incorrect blinds from the 3 bedrooms and informed us that the new blinds should be in within the next few weeks. After a few weeks we called Custom Decorators and spoke to *************************** ********** and requested an update. The information that she shared with us was that we would have to order additional blinds at a discount to remedy the issue and incur that cost without being reimbursed from the incorrect blinds that were installed and removed. We immediately contacted *********** Services to dispute the charge of the blinds that were taken from our home. Once the dispute was filed, we heard from ****** again and she stated that as long as there was a dispute of the charge, they would be unwilling to work with us in resolving the issue and if we dropped the dispute, she would issue a refund for the blinds that were removed within two weeks. We took this bad advice and dropped the dispute and waited 45 more days and did not get the expected refund of $2127.00. We called the company again and were told that management did not approve our refund request or to give us the blinds that we have paid for. They then sent the signed purchase agreement to the credit card dispute department and stated that our purchase was final. We do not have the incorrect blinds or the correct blinds in the three bedrooms and subsequently, had to order blinds from a different company that have been installed. We are seeking a refund of $2127.

  Business Response

  Date: 01/04/2024

  We have agreed to remake the three shades in a new color and the client has agreed.  We will have the shades remade at no cost to her and produced.   Once the remakes are shipped and delivered the installer will call her to schedule.

• Initial Complaint

  Date:12/01/2023

  Type:Service or Repair 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.

  Ordered blinds through ********** and they sent Custom Decorators to my house. The blinds have broke, not all have been installed and do not work easily and as I had thought they would. They are repairing brand new blinds (rather than replacing) that the installer broke which I don't even want anymore due to the hassle of using them. They are hard to use, don't come down as they should and they will not make any adjustments to my charges.

  Business Response

  Date: 12/05/2023

  We are offering to fix the blind that has broken.  In regard to them being hard to operate, we are offering to upgrade the one main shade that is the most hard to operate to automation at no charge.  If the client wants to upgrade the other shades to automation we will offer a discount on the upcharge costs.

• Initial Complaint

  Date:11/13/2023

  Type:Service or Repair 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 sooo wished we would have looked at BBB before ordering shades by way of Custom Decorators (CD). ******, the installer came to install the shades throughout our home two shades were wrong, one in color, one in size and one was damaged. That was March 27, 2023. When ****** came back with the correct shades and installed on May 19, 2023, three other shades were unraveling on the edge. Again simply poorly constructed shades. Anyway, ******, the installer said that he would notify ******/ CD and get replacements ordered. June 16, 2023. That was the last ****** was responding about updates so by July 26, I reached out to ********** to get a number and contact for CD. ********** said someone from CD would reach out to me. 8/29 & 8/31 *** from CD said that no replacements shades have been order and she had no notes on anything past the install ****** did on May 19. I explained everything to her and she said that she would follow up and get the corrections handled and let me know. No follow up.9/5 I reached out to try and follow up with *** but got ****** who, after reading notes said that she could order the replacement shade for the bedroom. It was actually the living room that was the issue and so I explained the issues again. She said someone would need to come take photos of the problems but nothing was set up. No follow up.10/23 ******* said someone will be calling to take pictures and the same week **** (installer) came to inspect. He said he would email me and CD photos of what needs to be replaced. No follow up.On 11/13 I spoke to *** who said they were waiting on notes from ****. So when was CD going to give us an update if I don't continue to make it my job to follow up. I get that there is no urgency since we paid $16,949.16 in Jan 25, 2023. It is Nov 2023. Why won't CD just complete the job? Installers only get paid to install. So there is no motivation for them to come inspect, send details. I get it but we just want quality shades that we paid for.

  Business Response

  Date: 11/15/2023

  We contacted the client and are sending the installer out again asap to address the concerns.  We will ensure the matter is concluded timely and discuss compensation once the job is complete due to the amount of time it took to resolve.

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20866025
  
  I am rejecting this response because: We have had two installers come out and submitted to Custom Decorators the information to correct the problem. There is ALWAYS an excuse by CD. The company never got the pictures or missing information some info or never heard from the installer they asked to take the photos, as to why nothing was reordered. Not only that but this second installer is also not returning calls or text from me so now, you all want to send out a 3rd installer the same? Why are you all asking installers who aren't getting paid to come out an do this? What is there motivation? Then we wait to see if something happens? Wait for another excuse from CD? I initially filed this complaint the same day as when I spoke to *** at CD. *** said he would reach out to **** the previous installer and get back to me whenever he heard back from him to get images or whatever. Of course, I haven't heard back from *** either which is why I'm saying it's ridiculous to keep trying to solve this problem the same way all year. Why can't someone who actually is employed by Custom Decorators come handle this: take whatever photos you all keep saying you don't receive and make the correct order and see that it actually installed? It's the definition of insanity to keep doing the same process this long. We will continue to get the same results. We have truly reached our limit. Your solution is unacceptable. I have suggested a quicker solution above. Also are all the shades that you all sell this level of quality where the edges unravel? I've never seen automatic shades unravel in hotel rooms that see more wear and tear. Our house is new construction. We just moved in this spring. We don't even use all the shades enough for this kind of unraveling. This issue with Custom Decorators continues to feel like a part-time job for our family and still no end to this nightmare insight. By the way, this is the fastest anyone from this company has ever responded to anything. Is this what it takes? I mean, where do we go from here????
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/11/2023

  The installer will be going out on 12/19 to obtain details as to what is needed to rectify the situation.  We will take the information and proceed as necessary with remakes etc.  The client is aware of the installer appointment date.

  Customer Answer

  Date: 12/19/2023

  Do you see how long it takes this company to respond? Nothing has been resolved. They sent the same installer out who sent them all the documentation they needed to resolve this matter months ago. He even still has all the photos he took and submitted to CUSTOM DECORATORS. Meanwhile, they claimed they never go those nor the installer before that they had come out and take pictures. It is all a scam to not complete the work nor spend any money to fix issues. This matter is not resolved. They documented here that they would also compensate for the issues that we have had to deal with all year. More lies. How do you all close without resolution?

  Customer Answer

  Date: 12/19/2023

  There has been no resolution. Just because they send someone out does not mean they have corrected the issue. They just send someone out wait until I follow up with them then they say they are missing X or Y or whatever. If that was actually the case why don't they follow up? Let us know something? I have to work for them to find out anything and that is how it has been since March 2023. Please do not close this complaint.