Anson American

This customer ordered product from Day Blinds on 4/8/ Installation was not included with the purchase, as the customer chose to install the product themselves The order was delivered in two separate boxes on 4/16/15, and 4/17/respectively The customer called our Customer Service
department on 5/3/asking for assistance and instructions on how to install the valance of the shades he purchased Our Customer Service Representative assisted the best they could over the phone and also emailed the customer a diagram of the shade to assist with the installation, and also a quote for the possible order of pleated shades (customer had ordered roller shades originally) The representative's case was then closed on 5/10/after there was no further correspondence from the customer regarding the installation or the quote for pleated shadesThis is documented on Day Blinds case # ***
The customer called the Customer Service Department again on 5/23/and reported that the valances he installed himself were not sitting flush He stated this his Design Consultant had advised him to cut down the valances himself We do not have documentation of this, but we are not denying that it happened Customer stated that the cutdown did not fix the problem On 5/29/2015, the customer was called and informed in a voicemail that to have a technician come out to take a look, and to help install, would be a fee of $- our minimum installation fee There was no response to that voicemail, so an email was also sent explaining this on 6/13/ The Customer Service Representative also said in the email that the case notes would be closed on 6/19/if there was no response The customer then called in that same day upset that he would have to pay for an installation fee At this point Day Blinds ended up waiving the fee of $121.00, and a workorder was created to have a technician out to assist Our records indicate that contact attempts were made by our technician attempting to schedule the customer for an appointment on 6/18/2015, 6/23/2015, and 6/29/ At that point the repair and installation facility reached out to the Customer Service Representative to see if they would have a better chance at getting in touch with the customer An email was sent by the Customer Service Representative to the customer on 7/2/stating that the installer/technician was attempting to contact them, and also providing the phone number for their office to help them get scheduled A voicemail was also left the same day by the Customer Service Representative to follow up on the email that was sent The customer responded back to the email that same day refuting that the installer had attempted to contact them, and using profanity within the email Though our records show that contact attempts were made, we understand if those attempts were not seen or realized on the customer's end In the email the customer stated, among other things: "I'm done with you, I'm done with Day Blinds, and I'm done with the so-called installer." The case owner called the customer to discuss the email and was informed by the customer to stop calling and to take him off of our "call list." At this point it was determined by the Customer Service Representative that the customer no longer wanted our services, and the case notes were closed out This is documented on Day Blinds case # ***
About a week later Day Blinds received notification of a chargeback from the customer's credit card company Because the customer had asked not to be called again, the new representative in charge of the chargeback case sent an email to the customer to open up dialogue on 7/16/ The customer responded to the email the same day asking if this was a joke, and saying "It's a little too late," and "I will never do business with your company again..." The representative responded on 7/17/explaining that she would still like to assist, and that we would need to get one of our installers/technicians out to take a report of what the issue was, and what was causing it, so that we could resolve it The customer responded on 7/20/with a more detailed explanation of his concerns, but also stating that he again did not want a technician out anymore, and stating: "The only just resolution is to refund me my money..." Our representative responded to the customer that we will reorder the product at no cost, and then also provide our professional installation at no cost Customer refuses and states that he is looking to receive the refund On 7/21/the representative responds that we will still replace the product for free and offer installation for free to resolve the issues, as we are obligated to attempt to fix the issue through a repair or reorder of product per the sales contract The customer then called in to our Customer Service Department on 7/23/and escalated to a Supervisor At this point it was agreed that Day Blinds would reorder the product The customer confirmed that he received the product that was reordered and the customer was scheduled for the installation on 8/4/ The installer found that the product would not work how it was ordered, as there was not enough depth for the valance of the roller shade to lay flush Because of this we will be refunding the customer the amount of the shades and valances in question This is documented on Day Blinds case # ***
Though we understand that this was a long process, we sincerely wanted to attempt to resolve the issue, though we understand the customer disagrees Now that we were finally able to get a technician/installer out to assess the issue, we now understand that the reason the valance was not installing level was because it would not work in the customer specific application With that information available we will be refunding the customer for the roller shades and valances that will not work within his application

The measurements taken by the designer, and verified by our installers twice, are correctThe windows have a sill frame that sticks outIf the shades are ordered wider, then the blind will rub up against the sill frame when it's raised and loweredAt the initial appointment, the designer offered
a cut out to accommodate for this frame but the customer declined at the time of purchaseThis was all noted and signed for on the original invoiceWe are currently offering him a 25% discount to reorder the product if he wants the special cut outs nowI attached the original invoice where the customer initialed the line items in question, 6-8, where it says that there would be no cut outsThe case manager has been in communication with customer and we are waiting to see if the customer wants to proceed with the reorder at a discounted price.?

Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below
Regards,
*** ***
no, I do not want or need the blinds now....I had out of town guests coming in and needed it when I ordered it....I do not want or need it now....I doubt if they have my signature...as I do not see it on my copy of the invoice....we have gone over all of this with day blinds and still believe I do not have to pay for something that was not installed per agreement...I will be glad to post all this to face book or contact a TV station that talks about consumer problems and taking advantage of the elderly.I want them to credit my *** card of the amount of the blinds not delivered or installed.thank you*** ***

Hello ***, ? Thank you for taking the time to talk to me todayAs we agreed in our conversation, Day Blinds will process a refund and remove the currently installed product from your home as you have requestedWe have also agreed to let you keep the product you currently have installed for a period of days while you shop for product elsewhereThe only stipulation we have on this is that while the product is in your possession the refund will remain as “pending” to be completed upon the removal of our product from your home? The amount is question is the full payment amount of $1,for invoice number ***? and this agreement will stand or days from 8/1/unless otherwise notedIf you have not reached out to me by that time, it will be assumed that you have determined to keep the product that is installed at this time? You can reach me directly at ***? or through email at ***@***.com? Documented on case ***

A trip has been scheduled for tomorrow 12/7/to have a professional installer trouble shoot the blinds and provide photo documentation of any issues that remain

The installation appointment took place on 9/11/and a reorder for vanes in the size requested by the customer was placed on 9/13/with an ETA ? for delivery of product between 9/20/and 9/27/Once product has been delivered to the installation company, some time in the next days, they will call to schedule the customer

The promised refund was to be applied only after confirmation of a complete installationInstallation was confirmed as complete by the customer 8/1/and the amount of the refund is currently pending approval by the customer before being completedAttached is the email verifying completion and asking for verification of amount of refund

Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below.I have had to make numerous phone calls and correspondences with the company, with my initiating the calls and emails.? I need to call at least times, before *** *** emails me back - no phone call.? I am still awaiting a call back after our last conversation at the end of October.? During this call, he offered me $250.? I was offended.? ? He was supposed to call me that very afternoon after he consulted with his supervisor with a better offer.? I have yet to get a call back.? I was offended at his offer of $I have spent hours of lost work time waiting for installers and for wrong measurements to be made.? 3-day has not convinced me that we will ever have a working product.? ? The cornices have been ordered, but yet to be installed.? The fabric valence is not to my liking and made really poorly.? I will never get this re-done as the fabric is "magically" out of production.On this past Friday, I posted to their *** page.? I immediately got a call from their media agent, offering a $refund.? This too, offended me.? The media consultant assured me that I would get a phone call today - and I'm not surprised to report that I did not receive a phone call.I did get an email today from *** *** that let me know I have an appointment Nov11th for an install attempt.? I made this appointment myself, so I was well aware of this appointmentHe has yet to return my phone call with another refund offer from his supervisor, but he's quick to remind me about an appointment that I made.I am requesting at least a 75% refund.? I will not accept anything less? I also want my fabric valence fixed or replaced.? This company has focused on ordering the cornices for the THIRD time - that they have not addressed another huge issue in our order? I have been fighting with this company since August - my original order date was in July.? This is far from 3-day blinds, it's more like FOUR MONTH blinds.? Completely unacceptable
Regards,
*** ***

We find it a reasonable request to either repair or pay for repairs to the home cause by incorrectly placed productIn the attached email to the customer we promise in writing to either repair and compensate for any painting that is needed or to pay an outside contractor to do the work

A Supervisor from our Customer Care Department has spoken with the customer and apologized, and has also advised that compensation will be extended due to the issues with this order

For Original invoice? *** ordered 8/22/full warranty is still in effectAny product that is defective will be replaced at the cost of the company and has been done so an will continue to be done so until such time as the warranty expiresWhen the exact material from the original
order became unavailable a full credit was offered towards a re-selectionWhen the replacement shades selected by the customer were found to be of a less cost a full refund of the difference was offered.Customer has ceased to return contactCustomer last contacted or replied to Day Blinds on 6/30/

Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID
***, and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below
They have not committed to an amount for the refund? They will not give a refund until the order is finished, yet no one has contacted me since the installer came to measure since 10/? I would like a commitment from them that there will be a full refund and that it will be handled now, not when the order is complete? Asking for the order to be complete then this business has failed over and over to finish this installation is not acceptable.?
Regards,
*** ***

Customer is currently getting the 49% transferred back until the installation is completedThis should reflect on her statement in about 5-business days (due to the holiday)The fabric for the product is on a delay with the vendor, which is what is causing the delays and the dates keep getting pushed backOnce the shades are installed, we will collect the remaining balance but will remove the expedited fees from the balance owedI could not reach the customer via phone and I couldn't leave a voicemail so I sent an email to her at? radha***@gmail.com to update her.?

Repair service has been requested, a single digit in this customers contact information had been transposed and the installation company could not access her data in the systemThe error has been corrected and scheduling is reaching out today to complete the requested repair

Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below.The valance was not shipped to the installerIt was shipped directly to our homeThe response also? states that it would be installed on July 6thToday is the 7th no? installation happened yesterday? When will the valance be installed? Please I want this to be completed
Regards,
*** ***

As requested by customer on 5/1/in conversation with a representative from customer care the full amount of the drapery order was cancelled and refundedThe remaining complaint is for the honeycomb shades that do not provide a 100% light blockageAs offered on 5/1/a full credit is being offered towards a re-selection in a different material that will block all light from travelling through OR a remake of the same product but in a light blocking version of the same materialDay Blinds is open and willing to fulfill our commitment to this customer in providing a series of shades that meet her needs at the price that has already been agree upon and will continue to offer a full re-selection or credit towards a replacement of customers choiceCustomer is currently in possession of originally ordered product

Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.? I will wait? for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

The promised refund was processed on 8/15/

We will be reordering the valances and honoring the refund of $

A full refund for the incorrect blind has been approved and will be processed with the option to continue to attempt to order the correctly colored shade