Anson American

We have reached out to this customer and agreed to refund them for the product in question

Installation was scheduled and completed to this customers satisfaction on 7/23/and additional parts were ordered as a courtesy

Shutter contractor spoke to this customer on 9/9/and scheduled an installation appointment for later today 9/12/2016.A Customer Care representative spoke to customer today 9/12/and confirmed appointment scheduled for later in the day

Payment in full for this invoice was taken at the time the order was finalizedThis payment totals an amount of $2,The decorative cornices on this order are the only remaining product not installedIt is the evaluation of our installers that the cornices most recently delivered and attempted to be installed fall within industry standards and can not be improved in any wayBased on this assessment, we will be fully refunding the cost of the purely decorative cornices $This is in addition to an open-ended offer to install the product that has already been made at no cost to the customer

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,
*** ***
I do not want the blinds installed now....I already had my daughter purchase inexpensive window coverings and she put them up.I feel it is advertising to promise service in days when they knew the pkg was too large to ship with the other blinds and ishould have been told that up front when I ordered the blinds.also, I asked rep to explain the contract and this was not mentioned.I want a refund for the blind not delivered per contract.thank you

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,
* If Day Blinds wanted to follow through with their end of the bargain, then, maybe they should have responded to my calls and messages. They never tried to call me since I have my phone records from those dates. They say they emailed me, but, they sent it to the wrong email. They used the wrong first letter in the email. I never got those and they still claim I didn't follow through. IF they wanted to get a hold of me they should have used the correct phone number or emails.

Day Blinds representative *** has reached out to this customer and agreed to her request of either providing vanes with a backing or in a larger size to be selected by the customer

The honeycomb shade in question has shows no issues that have been reported until this timeThis shade has been installed for over a year with no problems reportedIn light of the previous history with this customer, all charges for this repair and associated trips are being covered and a repair
has been created under repair invoice *** to correct any issues that have arisenShould it be determined that the product is non-repairable of faulty in some way removal and refund will be consideredCustomer will be getting a call within hours to schedule a repair appointment

One valance valued at $had come in the incorrect color twice due to an IT errorAll other product installed correctly and with no issuesThe error has been corrected and the correct color valance has shipped with an ETA of 6/30/Customer was advised of this information via email 6/15/
and an installation time will be scheduled once product is delivered

A Customer Care Team lead has taken over this case number ***A refund for the amount o the expedite has been approved as products were not installed in an expedited manner and additional compensation will be evaluated upon completion of installation

There was originally an IT glitch in our Design Consultant's ordering system that did not allow the order to push into production until a week after it was initially placed. We ended up expediting the order once we were notified of this glitch, but it still did not get to the customer within the original estimated timeframe. The customer asked for a $refund due to the expedited fee she paid which was approved and given to the customer. When the installation did happen, the customer called in upset because she said the Roman Shade style was incorrect. Our installer called in a report stating that customer was not happy with the shades, but not that the measurements were incorrect/out of spec. The customer called in the next day simply stating she felt the quality was poor. She stated that the Roman Shades did not fold up like other Roman Shades she had from other manufacturers, and also that they did not block out enough light in her opinion. The customer demanded full refund at this point. The Customer Care Representative assigned to this case reviewed this with a member of our Leadership Team and it was determined that the measurements were not incorrect, and that the customer received the style they agreed to on the signed invoice. 30% off a reorder was offered but customer refused. This was reviewed again in detail with by members of our Customer Care Leadership Team and they came to the conclusion that we produced what was ordered, the measurements were within spec, and the 30% offer was a reasonable proposition towards resolution. About a month later the customer issued a chargeback with their credit card company due to this situation. We explained to the credit card company that the measurements were within spec, we had a signed invoice, and what we had proposed to the customer regarding a 30% reorder. The chargeback was won in our favor because we were attempting to act in good faith to resolve the customer's perceived issues. Another month later the customer issued another chargeback. This is active case ***. The agent assigned to this chargeback called the customer to go over resolution where he offered 50% off of a reorder, but this was also refused and the customer ended the call abruptly. The customer has been unresponsive since that time which was about a month ago. The agent's last correspondence with the customer was an email to her on 3/10 still looking to get her to respond regarding a possible resolution. In summary: The customer received product with measurements that are within spec, product that functions the way it is designed to, and received compensation for issues regarding an IT glitch that resulted in the customer receiving the product outside of the initial estimated timeframe. We have offered the customer reasonable options towards resolution that the customer has declined. A chargeback with her credit card company has already been won in our favor. We are still willing to work with the customer, and to offer a very large discount on the reselection of new product, however the product she received is not defective, faulty, or different than what she agreed to when she made the initial purchase

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,
*** ***

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 did not specify any discountNone of my phone calls were returned and no email sent either when I tried to have these replacedAnd my complaint is that they broke within a month and no one has called to set up a time to fix]
Regards,
*** ***

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.Sure, this answers the question about the reimbursementHowever, I still have not received an answer about why I was told someone would come on 12/and then didn’tI also still do not have an answer about when I will be receiving the valanceThis was supposed to be installed weeks ago, by the way.
Regards,
*** ***

A member of our team will be reaching out to help resolve the outstanding issues

Installation has been offered in addition to a compensation amount equal to the cost of installation and scheduling is pending

Our design consultant is currently working with the customer to re-select window treatments.

Attached is a copy of the full invoice This goes along with the signed portion that has already been sent

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 contract signed at the point of sale states that installation scheduling is subject to availability, and that the dates listed on the contract were estimatedThe customer was contacted prior to the estimated installation date listed on the contract to attempt to schedule installation
but was not reachedThe contract also states that no order may be cancelled for refund after days because all product is custom made, and cannot be reusedThe customer has been scheduled for installation on 5/4/18. Although our contract states that the customer is not eligible for a refund, the customer was offered credit to address delays with scheduling