ComplaintsforSprings Window Fashions, LLC

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I'm filing a complaint as this company is refusing to honor warranty service, I've reached out to ********** as well as this vendor's customer service department but without any success. I purchased two motorized roller shades through ********** in August 2020 (order number ********). As time went by, there has been an issue with the window's increasing light gap showing on the sides of both shades as well as shades leaning to one side creating significant light gaps I sent pictures to ********** and ****. I reported the issue caused by mechanical problem. I have requested a replacement or refund through warranty (5 year term). The increasing light gaps are not acceptable and prevents full intended use of the shades. I'm asking the company to honor warranty service promised at time of purchase. ********** rep came out to assess and verified the improper function of the shade's roller. Please assist with this problem.

  

  Business response

  05/10/2024

  We have reviewed this complaint and are in the process of entering a no charge remake for the customer.  I have reached out to the customer via the email address provided to confirm size and shipping address.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We have been ordered my windows shades on 08/16/2023 . They should be completed the job on 8 weeks.but very unfortunate they didnt complete it about seven months ago.

  

  Business response

  03/12/2024

  Please provide the place where the blinds were purchased as well as the purchase order number supplied by the store so that I can research your order. 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I use a wheelchair and cannot reach my blinds, so I lived without sunlight in my home for many years. I finally saved up enough money to order automatic blinds for my kitchen and dining room last year. I placed the orders several months apart through Gotcha Covered, who gets them from Spring Window Fashions. They are made by ******. All of blinds failed to work the day after installation. The installer came back and fixed the issue with the kitchen blinds. However, the dining room blinds are still not working. The blinds were installed in the dining room, which is actually two windows together, in early December. As mentioned, they stopped working the next day. The installer came back out December 18 to try to fix them and had to order two new battery tubes. After following up to see where the tubes were more than once, they finally arrived a couple weeks ago. When my aide went to transfer the batteries from the old tubes, all 16 batteries were corroded and the tubes were damaged inside. I have photos. I paid for those batteries and just ordered more, which cost me quite a bit of money on top of what I already paid for the blinds, which was well over $1,000 for both the kitchen and dining room. The dining room itself was $884.40. This was not a luxury purchase for me, but more of a necessity due to my disability. When the new batteries arrived, I had to pay my aide to come over again to put them in the tubes. They worked for about 10 minutes before opening and closing on their own and then they stopped working. My aide had to manually close each blind. I am respectfully requesting at least a partial refund to cover the cost of the blinds I still cannot use and the batteries. I would also like the blinds to be fixed because I would like to have sunlight. The fact I paid for dining room blinds that were installed about 2.5 months ago and still don't work is disappointing to say the least.

  

  Business response

  04/29/2024

  I do show that **** from the company that the blind were purchased from did a home visit at the beginning of April.   We gave instructions on a factory reset and how to un-program and re-program to correct the draining batteries.  We had also give a credit to him to purchase additional batteries to have fresh new ones when he goes out again.  Any refunds would need to be discussed with the company that the blinds were purchased from.  Has the issue been resolved with the reprograming and new batteries?

  Customer response

  05/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  After many months, the installer (****) came back again and fixed the issue. I still lost quite a bit of money on 36 batteries that Springs Window Fashions did not reimburse me for. Again, the issue was not with ****. My issue is with the poor quality of the product provided to him and me.

  
  Regards,
  
  *******************

  
  

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sent a warranty repair in September 2023. They said it would be shipped out mid October. I have not heard since. It is an expensive blind. Since then I have called and email several times with little to no help or no response. I am trying to get my repaired blind back. **************** is nonexistent.

  

  Business response

  11/02/2023

  I was unable to locate your order by name/phone number. Can you please supply the repair number that you were given or your original purchase order number? It might also help me to locate you order if you can supply the store that you purchased from as well as the year the original blind was purchased. 

  Customer response

  11/02/2023

  Hello, the repair order is 7468247

  All I hear is that its going to be shipped anytime.  You guys have been saying that for few weeks now.  Did you guys lose my blind?

  

  Business response

  11/28/2023

  We were unable to repair the shade that was sent into manufacturing.  We have replaced 2 of the customers shades on 11/14/2023  on reorder #*******.  These have been manufactured and shipped 11/23.  These have shipped via Fed Ex tracking #************ and are estimated to deliver to the customers address on 12/1.

  Customer response

  11/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  08/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Utilizing Spring Window Fashions through an order with ****** at ******* I sent material to be evaluated for ***** shades to their manufacturing center in ******* **. Since June I have been trying to get the material returned since it could not be used for ***** shades. They have repackaged the material in an oversized box which will cost 7X the amount to return and any emails, phones and contact have been unanswered. **************** just give me contacts which dont follow through. I have sent *** labels to the address given me and have sent *** twice to pick up the material.

  

  Business response

  09/01/2023

  I have reached out to our manufacturing facility, and they have advised that the material has been returned. Please respond if it is still has not been received. 

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 4 Cellular shades, double cell from ****************************** in ********** **. They were installed on March 10, 2023. The owner, ************************* informed me about the rebate availability from ******, the company I purchased the blinds from. She submitted my receipt for the rebate. My claim reference number is US44GPNHNS. The rebate was put on hold because the receipt did not have the manufacturer listed properly. Finally after resubmitting the invoice several times, it was accepted on or around April 7th. I called to verify that they had everything they needed. I was told that the receipt was approved and it would take 6 weeks for the final approval. I checked the website as instructed and I never saw the final approval. I called the rebate center and was told that it was not 6 weeks, but 8. Again I waited and never saw the final approval on the website, so I called. They told me that even though 8 weeks had passed, I had to wait until the end of the week to get that final approval. Still the website did not show final approval. Again I called and was told that I had final approval and would get my $150 gift card in 2 to 3 weeks. I do not get a gift card so I called again. I was given an escalation number, ******* and told that I would get an email or phone call in 24 to ************************************************************************************** that they are not currently sending any rebates and they have no date that rebate will resume, but it should be soon. I have called again on July 18, ************************************************************************** a date to resume rebates.

  

  Business response

  08/09/2023

  I have been working with the rebate company for an update as to when the rebate will be mailed.  Have you received any new emails from the rebate company?  I have left another message for them to get an update. 

  Customer response

  08/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  I have not been contacted by the company. I also have not received my rebate.
  
  Regards,
  
  **** And ***********************

  

  Business response

  08/29/2023

  I have talked with ******* at the rebate company and was advised.  Upon further review, we can see this claim was approved. There is no action required on your part. I have submitted an escalation request to issue this payment as soon as possible.
  
  Please allow up to 10 business days for the escalation process. Once reviewed, you will receive an email from us regarding next steps.
  
  

• Initial Complaint

  07/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  6/3/23 - Original Purchase (#********)6/15/23 - Shades arrived, one motor doesn't work so called *********** Was told I had to go through **** to get a new motor.6/23/23 - ********* arrives, but is the wrong part & is too big for the shades ordered. Called **** and was on hold for an hour with no response. Emailed & did not get a response for four days.6/27/23 - Email asked if I had old motor (which I did not, because original CS Agent told me I didn't need it). Also sent a link that said it would show me how to switch out caps at the end of the motor, which it doesn't. Just tells you in instructions that you need to do it. Why am I being sent products with incorrect fittings? Responded back that I don't have the motor & didn't get a response until June 30th.6/30/23 - Called back since I wasn't getting a response, and was told **** was building a new shade with new motor. Received email of the following information. (Order #*******; est ship date 6/30, est arrival 7/5). No tracking information provided.7/6/23 - Followed up via email asking for tracking information since I have not received.7/10/23 - Received email back 4 days later letting me know the order was placed on hold, and now slated to ship 7/18. Still no tracking ************************ will not call me back. Not sure what to believe from this company.We ordered these shades well over a month ago and spent over $1,000 and have received 1/2 the product working, and no interest from **** in being partners to find a solution. My wife is about to be nursing, and we desperately need some privacy shades. We need a solution from **** with urgency as everything they have promised thus far has fallen through with little, or no communication at all. It's really frustrating that experts in the industry fail multiple times at not just fulfillment, but locating the correct/working product all together.

  

  Business response

  07/17/2023

  Please accept our apologies for the issues experienced with your order.  I believe I have located your order in our system.  I worked with our motorization team and manufacturing facility; this part of your order has shipped via Fed Ex Priority on tracking #************ and is estimated to deliver today 7/17.

• Initial Complaint

  04/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On March 21, 2023, I purchased five ****** cellular shades. My dealer told me that after a rebate, I would receive $150 off the price of the shades. The shades were installed on April 12, 2023 and the dealer gave me the rebate paperwork. He warned me that ****** has been refusing to honor the rebates, and said they would probably give me grief about the fact that the order number was not directly on his invoice (because his customer invoices do not include the order number). He did give me the order number on a separate piece of paper, and I included that information in my rebate submission, but the submission was put on hold on April 16 because the order number wasn't on the invoice. I submitted a scan of the rebate paperwork the dealer had given me with the order number written on it. I just received yet another notification the rebate is on hold because the order number isn't on my invoice, and I was told I need to go back to my dealer to get another invoice. I have submitted paperwork showing that I purchased the blinds and have paid for them in full, so the need to have the order number written directly on the invoice is just a way for this company to refuse to honor the offer. I just wrote the order number directly on the invoice from my dealer and have submitted it again. In addition, the email address for the "****** Blinds Rebate Support Team" ************************************* doesn't work--any message sent to that address generates an "undelivered mail" error because the address in the signature at the bottom of the email apparently either doesn't exist or is rejecting messages. This also makes it pretty clear the company is scamming consumers.

  

  Business response

  04/25/2023

  I have contacted the rebate company that is used to process the claims.  The claim for the $150 rebate was changed to Approved for final review on 4/24/23.  They stated that it will take 2-4 weeks to go through the final approval and the check to be sent out.  You can check status of your claim at Graberblindsrebates.com.  It will ask for your reference number ULTPZXMX27 as well as your email address.  

  Customer response

  04/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Although I understand you say it will take 2-4 weeks for final review to be completed, because of the problems I've had so far with this rebate, I won't consider this matter resolved until my rebate is approved.

  Additionally, I still have concerns about the fact that the rebate company has a nonfunctional address that will not accept emails. The rebate company includes the email address in the signature on their message, which implies that they can be reached via email. They appear to be intentionally trying to prevent consumers from reaching them about their refusal to accept documentation unless it meets their extremely arbitrary standards. This strongly suggests the rebate company is deliberately trying to deny as many rebate claims as possible.
  
  Regards,
  
  *************************

  

  Business response

  04/27/2023

  Please let me know if you do not receive an update from the rebate company with in the 2-4 week time frame showing the final approval.  The email address I have is *********************************** and their phone number is **************.  

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Bali motorized blinds from Lowes, Spring/Summer of 2022. Blinds stop working in December 2022. ***** sent out an instal tech to my home and determined I needed a charger for the motorized box attached to the blinds (February 8th). Ive been waiting ever since. Theres no manual way to have blinds go down and if I purchase a charger on my own, it will void my warranty. So I sleep with a sleep mask. Blinds were very expensive and needed. What good is a warranty if they do not follow through?

  

  Business response

  03/23/2023

  I see that this charger was not ordered on the original order, it is a separate item that has to be ordered.  I tried to contact the store several times to see if they have placed an order for you when they visited your home in February.  I was not able to reach anyone.  I have sent a ***ion charger to your home on o#******* at no charge. This is estimated to ship 3/28 and deliver 4/3.

• Initial Complaint

  02/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** Springs is for the second time that I know of running a rebate promotion if you bay 3 or more of their shades in a specific time period. For the second time now that are using a 3rd party to manage their promotion. So after me and my friends all placed order through a window treatment company that was wonderful we submitted our claims for rebates. They were all declined without notice and without explanation. They will claim some sort of technicality I am sure but its an obvious scam meant to take tract people and create sales and then no rebate. It's terrible. I thought at frost maybe it was just me but then when I relazied it was happening t my ****** to I reached out to the promotions company handling these rebates. What I found was they just don't respond to emails or phone calls. A rep for ****** / Springs did email me and was very sorry and also nice. Said he would escalate this. Haven't heard from him or this company. Its been 10 days.

  

  Business response

  02/20/2023

  I am so sorry for the inconvenience you have experienced.  I will reach out to the company that processed your refund to see what is going on.  I think I found your order in our system but want to make sure I am looking at the correct order. Did you purchase the blinds through Edwald Interiors around the end of January?  The order I found has 7 ****** Cellular BU/TD cordless blinds in the color Sanctuary Freshwater ****** I show the purchase order as ******************** and the *** order#*******.  Can you please also provide the claims number that the rebate company sent you in either the email they sent you or when you log on to their portal at rebates.Graberblinds.com.

*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. ↩