ComplaintsforExpress Blinds, Shutters, Shades, & Drapes

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/16/23, I paid $6,853.79 as a 75% down payment for custom roller shades with installation. I discovered on 12/8/23, during 1st installation, that the custom roller shades were not the correct fit. I immediately contacted our Sales Consultant from Express Blinds to let her know that the custom roller shades had not been delivered as advertised. The company removed the roller shades and said they would address the issue with the manufacturer and get back to me. After no communication for 8 weeks, I called the Owner and was finally provided a followup installation appointment for 2/8/24. During 2nd installation, I discovered that the roller shades were still not the correct fit and were actually the same roller shades from before. I immediately contacted our Sales Consultant and escalated the situation to the Owner, asking them to come look at it in person. I was assured during consultation that the gaps would be very small at around 1/4 inch, but we measured the gaps to be about 3/4 inch. The Owner was not helpful with us. She was rude and argumentative, repeating there is nothing she can do about it and to take it up with her Sales Rep at Graber. The installer then informed me that the roller shades were not truly custom and that they are bulk ordered from China. On 2/9/24, the Owner sent an email stating they will no longer install the blinds, they will drop off the order on 2/12/24, and that we will be responsible for installation. We rebutted and asked for a full refund. On 2/20/24, the Owner sent an offer for $620.72 refund, which we rebutted and asked for a full refund again. We followed up on 3/3/24 for a full refund. On 3/4/24, we received an email from her lawyer stating she will not offer a complete refund and renews her previous offer. If we decline or don't respond in 10 days, the product will be destroyed and she will consider the contract fulfilled. At this juncture, due to the time and effort I have expended, I am seeking a full refund.

  Business response

  04/03/2024

  Please see the attached.  Thank you!

  Customer response

  04/18/2024

  We take exception to Ms. ****** response and see it as deceitful and misleading on several fronts. This case is not resolved. The sample that I was shown was different than what was installed at the first appointment. *** ******* (design consultant) saw this difference and took the shades back to discuss the issue with the manufacturer to be fixed. Nothing else was explained or mentioned at this first installation attempt like Ms. **** states. Nothing was mentioned or acknowledged for the second installation appointment either, as I received radio silence for 8 weeks before I called Express Blinds to demand an answer on this extensive delay and finally received an appointment time for the following week. Ms. **** left a voicemail with only  information on date and time of the appointment, along with sending an email calendar invite with similarly lacking detail. This is attached for reference. I declined to reschedule another call with the manufacturer's sales rep because I never received a phone call from them on the day that we were scheduled to speak. I would also like to point out that at no point in time was this "copy of the manufacturer's spec" ever provided or referenced. Ms. **** and her lawyer even denied my request for copies of any documentation to confirm product ordered against product received. I have attached the email of this request. I would note that Ms. ****** "copy" of the spec sheet is made up of multiple snippets from unknown sources. It is not a proper technical specifications document and there is no way to verify its authenticity or accuracy. Lastly, the terms of Ms. ****** offer were ludicrous, considering the threat of destroying our ordered and already-paid-for products if the non-disparagement agreement wasn't signed within 10 days. This is a breach of contract by Express Blinds. 

  Business response

  04/30/2024

  Please see attached.  

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