Complaints

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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 response

  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 response

  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

  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 response

  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

  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 response

  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 response

  06/28/2024

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

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 response

  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 response

  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

  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 response

  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 response

  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

  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 response

  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 response

  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

  03/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  03/12/2024

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

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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 response

  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. 

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Project # P ******* Custom Decorators blinds, through Penneys. Complaint : poor construction of products, length of time (August 2023 for correction and replacement, still ongoing)Decorator from Penney's: 8-3-2023: proposal 8-7-2023 ******************* quote/contract: $6182.30 Blinds: total 9, all top-down/bottom up construction -6 cellular shade cordless blinds (nonworking) -3 cellular shade clutch control blinds (these are working)First Installed August 25, 2023. The mechanism of the 6 cellular cordless blinds was not adjustable and did not stay in place. They would drop back down, not move at all, or, raise back up! A small plastic key provided to help adjust the blinds did not sold this problem. I had to leave them down or push a chair to the window and prop the blinds on it. I was unable to reach ******** until Sept. 9. On Oct. 6, the installer returned. His work had been done correctly. He told us he "had never seen anything like this " happening with blinds. He called the company, and was told to remove the blinds and ship them back. Substitute blinds were supposed to have been delivered to us, but they had not. A week later, when a box of folded "Post-It Notes", the paper substitute blinds, arrived , I contacted the installer, and he came to put up them up. They are folded and held in place with clips. I do that every day.We have heard nothing from the company.I had been told by Custom Decorators that they do not replace their mistakes with new blinds, only repair existing ones. I have no other information. As of today, November 6, 2023, that is our situation. Our project, which began in August, remains unfinished. Custom Decorators have had our full payment as of August, and have not corrected problems and mistakes we have had for these months.

  Business response

  11/09/2023

  We called the client twice and was unable to leave a message.  We emailed as well.  We are offering remakes with compensation to ensure all blinds are working properly.

  Customer response

  11/12/2023

  Re: Complaint  #********.

  I spoke with *****, a representative of Custom Decorators, on the phone on Friday.  I had questions for her as well, after receiving their offer, and had filled out a form online with my questions.

  But as of Friday, she had not yet received that form. 

  After we had spoken, and ***** had taken notes, she said she would get answers to my questions for me, and will contact me by email as soon as possible.  

  So now I am waiting for her answers before deciding whether to accept the Custom Decorators offer.

  Thank you.

  ***********************

  Customer response

  11/22/2023

  Project # P ******* Custom Decorators blinds, through Penney's.

  Custom Decorators returned our *************** on Nov. 20.  The installer was told the six blinds had been repaired and he reinstalled them. But one blind did not operate.  He phoned CD at once  and told them it didn't work, but  that he would not remove it and leave the window uncovered, so the nonworking blind is here.  The paper substitute blinds we had been using for the past several weeks are not reusable.

  *****, customer specialist at CD, contacted me and said she would insist that this reorder be expedited and would track its progress.  Having spoken with her several times throughout this project, I truly believe that she will do that.  But correcting the defects are not her responsibility.

  As for the remaining reinstalled blinds, there are more problems. There is a ratcheting sound as they are raised and lowered, and they are becoming more difficult to operate.  Now another blind doesn't work correctly: raise it at the top, and the bottom half drops down. This was a defect originally!  

  I have been concerned throughout this project that repairing the defective blinds would not guarantee the job. It has not.  Please help us to finally resolve this ongoing (since August) situation completely.

  The original complaint and the solutions I stipulated remain the same. 

  ***********************

  November 22, 2023

   

   

  Customer response

  11/29/2023

  As of today, November 29, 2023, I have not gotten an update.  I had spoken with the Custom Decorating representative, *****, last week. She is expediting the new blind order. 

  But I told her that the other blinds are not working correctly either, and have not received any further information about replacing them.  The blinds do not stay in place.  They continue to unroll downward when I try to situate them.  One of the blinds is very difficult to move, to push down or pull up. This routine of service could mean that once again, the blinds are only repaired, piecemeal, and continue the ongoing runaround of poor construction and delay.  

  My husband and I have lost patience with this company after these months of poor service and products.  Enough delays and excuses.  We want to have our money refunded now.  Can BBB help us settle this?  We have been advised enlist the help of an attorney, unless BBB alone is able to assist us with a lawsuit?

  Please respond to advise us of our next step.

  Thank you.  

   

  Customer response

  12/11/2023

  Complaint P4358015.

  December 11, 2023

  ***** and *********;******

  This complaint is far from resolved.

  All Custom Decorators and ******** have done is to send the same original defective blinds back and forth over and over--the same ones!  They have not ever replaced the blinds. 

  In the latest fiasco on  November 20, 2023, our installer, the person who has been here many times, realized immediately that one blind would not work at all.  He called DC at once, and left the blind here in place so we would not have to put paper blinds up again. However, I found the blinds are each in some way nonworking. 

  Some make grinding noises when moved.  They must be pushed hard to get them to go up and/or down.  They do not stay in place when simply raised or lowered.  Instead the blinds slide down and actually raise up on their own. It is a constant problem every day.  I have to keep them propped on a chair back, or try to squeeze the accordion folds together.    

  I have written to you about this but did not get an answer.  What you told me at the time was that our case is closed! I sent information to CD and to BBB.  My complaint letter to you is dated November 29, 2023.  My latest notice from CD is that they are sending still another replacement blind to the installer. 

  No, we do not want to deal with this company any further.  We want no more back and forth, no more of these defective blinds.  Nor to wait while DC continues their excuses, delay, and disgraceful service.    

  This entire frustrating situation has become beyond stressful.  We want our money refunded immediately, both for project cost and compensation. We are wanting the advice of BBB before we advance any further.   Are we correct to assume that our next step  is to consult with an attorney, possibly to then file a lawsuit?  

   

   

  Business response

  01/17/2024

  On 1/5 the client agreed to remake the shades as custom clutch that were having continual problems.  The estimated ship date for the remakes is 2/12/24.  Once the installer receives them he will call the client to schedule installation.  The client confirmed this resolution was acceptable to her.

  Customer response

  01/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business Custom Decorators Inc. in reference to complaint ID ********.

  Their "solution" is not satisfactory, in that it does not refund to us the money we have spent, nor the months of time we have wasted trying to resolve problems with this company. From the beginning, these blinds were poorly manufactured.  Promises of repair, replacement, and "remake" have caused months (September-the present) of emails, phone calls, always culminating in unacceptable replacements.  We have tolerated blinds that simply unroll, drop, and do not stay put, weeks of paper "temporary" ones to cover the windows while blinds were repaired, and more.  Not once have all six blinds actually worked properly. 

  But by acceptance of this offer, and if this reorder is actually and finally correct, it will conclude months of our time and of money wasted, even though it will not result in the outcome we have clearly stated and deserve now, which is a full refund.

  ***********************************************

  Customer response

  01/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business Custom Decorators Inc. in reference to complaint ID ********.
  Their "solution" is not satisfactory, in that it does not refund to us the money we have spent, nor the months of time we have wasted trying to resolve problems with this company. From the beginning, these blinds were poorly manufactured.  Promises of repair, replacement, and "remake" have caused months (September-the present) of emails, phone calls, always culminating in unacceptable replacements.  We have tolerated blinds that simply unroll, drop, and do not stay put, weeks of paper "temporary" ones to cover the windows while blinds were repaired, and more.  Not once have all six blinds actually worked properly. 
  But by acceptance of this offer, and if this reorder is actually and finally correct, it will conclude months of our time and of money wasted, even though it will not result in the outcome we have clearly stated and deserve now, which is a full refund.
  **********************************************

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased *************************** blinds through Custom Decorators in 2017. Since then we have had to take the blinds in for repair every couple of months. The blind style has been recalled and parts will eventually become unavailable. We have been in contact with the company several times as well as *************************** to request *************************** lifetime warranty and a full replacement as this has been ongoing for close to 7 years of having to repair blinds that started to break on various windows within the first couple of months of installation. After multiple attempts to activate the warranty we were told it would cost $129 plus tax to have someone come out and take a look. I asked that the fee be waived as we did not feel we should have to pay for someone to look at the blinds as the dozens and dozens of service records can be viewed through the service provider that has been fixing them Ive the years. The issue is with the internal mechanisms failing and is a design flaw. The company has not returned calls or emails, so after multiple attempts to contact them to have the fee waived or speak with a manager on the matter, we had an in house design salesperson come and provide a complimentary visit and who agreed to try and follow up on our behalf. We spend more money on the *************************** product to have the lifetime warranty and neither the company nor the third party provider will stand by their warranty without trying to charge us additional fees. Blinds have gone up significantly and it would cost us as much to put 5 new blinds in now as it did our entire house in 2017. Emails, receipts, and service records can all be provided for verification purposes on request.

  Business response

  10/19/2023

  We issued a no charge work order for the client on 10/17 to have an installer go out and attempt repair. If repairs are not possible we will remake the shades that are inoperable.  We apologize for the delay in an acceptable resolution for this client.

  Customer response

  10/19/2023

   
  Complaint: 20751438
  
  I am rejecting this response because:

  We have not been contact by Custom Decorators with regards to the mentioned work order.  The business has not provided any updates or timelines on when we can expect a service person to come out.  Furthermore; we are not requesting repair.  The blinds have been repaired numerous times and in fact we just had one set repaired and sent back last month.  Service orders can be pulled from the authorized service provider going back to 2017 (Permaseal). We want to be clear that we are requesting complete replacement as the current blinds have a faulty inner mechanism and the design has been recalled. A rebuild/repair on a faulty/recalled product is unacceptable. 

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

  Business response

  10/26/2023

  We are following up with the client and the installer and will issue remakes as needed rather than repairs.  We want the client to be fully satisfied.

  Customer response

  11/01/2023

   
  Complaint: 20751438
  
  I am rejecting this response because:

   

  Please provide clarification on what a remake means.  This product has been recalled/discontinued and continued repairs/rebuilds have failed. We are requesting a complete replacement with a similar product in cordless cellular shades - top down bottom up. 

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

  Business response

  11/07/2023

  We are offering remakes in a comparable product.

  Customer response

  02/21/2024

  The company offered to replace our current top down bottom up cellular shades with a similar top down bottom up cellular shade; however the product itself is different and now features a sheer fabric which we don't like the look of.  We asked for another option instead and were offered 50% off another product of our choice.  We decided to proceed with replacing with the same cellular shade product in the bedrooms with the only difference being they only open from the bottom and have a wand to lift instead of a manual lift.  We replaced the dining room and living room windows with silhouettes which is a different style entirely.  We paid for the blinds at a 50% off discount with a total of $613.83

  
  

  After the installer left, I noticed that they had not left the old blinds behind.  I contacted the installer immediately to ask for the blinds back and was told that they had been disposed of.  The installer indicated that he was told that we had received a full credit from Custom Decorators for the blinds that they took away and he redirected me again to Custom Decorators customer service line.  Since we in fact did not receive a full credit and paid for our replacements our old blinds should not have been disposed of.

  
  

  In addition, I noticed that there were gaps on the sides of the window treatments in two of the bedrooms, and the master bedroom has a larger gap on one side than the other.  The set in the master bedroom is concave in shape (almost as if it is being sucked in).  I contacted the decorator that had helped us to select our window treatments to let her know my concerns and asked what could be done as I am now unsure that replacing them with a similar cellular shade was the right choice as it seems the window is too large to accommodate that style which is causing the blind to be sucked in.  She also directed me back to customer service.

  
  

  Since the issue was unable to be resolved through customer service in the first place.  I am disappointed that I am again being pushed back in that direction.  It has been a frustrating and expensive process to go through for something that we really shouldn't have had to pay for, and then to have them installed with gaps on either side of the blinds and also have them throw out the old ones that we paid for was upsetting.  

  
  

  Given the fact that these are considered a premium product, the costs associated with them and the fact that they took away the old ones, we would be requesting to have our blinds adjusted to fit properly in the windows and have the larger master bedroom blind re-assessed for replacement with a more suitable product.

  
  

  Thank you,

  Leah 

  
  

  Business response

  03/05/2024

  We will follow up with the client and address the light gap issues as well as the re-evaluate the product.

• Initial Complaint

  10/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered blinds and drapery panels. The blinds were installed and are satisfactory. The panels were too long Installer notified company. I did receive notification that they were aware of the situation and I received follow up emails telling me that they were working on it. Then nothing, no response to emails, no communication. It appears to me that the situation is resolved to them and I am left with drapery panels that are too long. They look sloppy and unprofessional.

  Business response

  10/04/2023

  We apologize for the delay in the replacement.  The replacement is in production and we will provide an estimated ship date.  Once shipped the installer will schedule an appointment for the install of the replacement product.  We will compensate for the delay in completing the order.

  Customer response

  10/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********************

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