CASE #
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Hello ***,
The customer placed an order with us on August ***, for three custom made cordless roman shades in three separate fabricsHer order shipped from the manufacturer on September *th, and she received it on September **th, On September **th, the customer contacted us stating that she did not like the roman shades that she orderedThe customer threatened me that she would report how terrible we were all over the internet on every review site she could find, which was ridiculous because I wasn’t even able to go over the issues or the steps to confirm any issues at that timeWhen asked what the issues were she stated that some wrinkles were present and claimed that there were some manufacturing issuesI requested photos showing the issues that she was claiming and she emailed me several photos of the shadesIn the photos there was some wrinkling on the fabric, but these are indeed fabric shades and they can become wrinkled during shipping and the installation instructions detail how to best remove wrinkles from the various fabric typesHer other issues were with the general construction of the cordless roman shades, which was nothing wrong with the actual shades themselves
I explained to her that since the roman shades (and every product we sell) are custom made there are no returns for a refund, which is our policy and the policy of the manufacturersIf there was an actual issue with the shades due to manufacturing or damage then that would be covered but I would need to show pictures proving an issue existed to the manufacturerWe do have a return for a store credit policy but that requires that the customer order free samples from us which we offer to all customers so they know for sure that they are getting a fabric that they wantThe free samples allow the customer to see firsthand a sample swatch of the fabrics they select and it is at no cost to themThis customer did not order free samplesI told the customer I would contact the manufacturer and send them the photos to see if they would approve a return based on her dislike of the productAfter showing the manufacturer the photos and explaining the situation they determined that the shades did not have any production issues (which was correct) and that they would not approve a refund for the orderI received the reply from the manufacturer on September ***h,
After receiving the reply from the manufacturer I contacted the customer and explained to her that the manufacturer did not approve a return but that given the situation and her dissatisfaction with the shades that we would accept a return of the shades for a full refund of the her purchase priceShe would just have to ship the shades back to us within days and we would inspect them and issue the refundThis refund offer is not part of a policy that we have, no, but it was an attempt to do exactly what this customer asked for, a return and refund
The customer contacted us again on October 2nd, 2014, stating that she wanted to let us know that she reported us to the Revdex.com that morning due to us making her return the shades and pay for the return shippingI was shocked that this customer was still not happy, since we do not even take returns on custom products but in this one case we were allowing a return and refundSome people cannot be pleasedAlmost everywhere you shop online, if you want to return a product due to not liking it then you pay return shippingOn top of that she had still not shipped the shades back and it was past the days but I told her we would extend the timeframe she just needed to get the shades shipped to us within the next days
We finally received the shades on October 9th, They were then inspected on October 10th, and as we suspected from the pictures there was nothing wrong with the shades at all, just a couple wrinkles that were easily removedA refund was issued to the customer’s credit card on October 10th, This customer was not happy regardless of what we did to make her happyShe demanded that we pay the return shipping because she wasn’t happyWe already made an exception for her regarding the return and we felt that was a great gesture of good customer service, especially since she was threatening us from the start and then she was late getting the shades back to us then threated us again with a Revdex.com complaintIt would have been 100% in our right to have denied the return on October 9th, 2014, when she called after the days to complain more but we still allowed the return
We have since donated the shades to *** *** *** so someone less fortunate and more thankful can use them
Thank you for your assistance with this issueWe appreciate the unbiased help that you provide to businesses in NE Florida
Sincerely,
***
AwardBlinds.com
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CASE #
0px;">
Hello ***,
The customer placed an order with us on August ***, for three custom made cordless roman shades in three separate fabricsHer order shipped from the manufacturer on September *th, and she received it on September **th, On September **th, the customer contacted us stating that she did not like the roman shades that she orderedThe customer threatened me that she would report how terrible we were all over the internet on every review site she could find, which was ridiculous because I wasn’t even able to go over the issues or the steps to confirm any issues at that timeWhen asked what the issues were she stated that some wrinkles were present and claimed that there were some manufacturing issuesI requested photos showing the issues that she was claiming and she emailed me several photos of the shadesIn the photos there was some wrinkling on the fabric, but these are indeed fabric shades and they can become wrinkled during shipping and the installation instructions detail how to best remove wrinkles from the various fabric typesHer other issues were with the general construction of the cordless roman shades, which was nothing wrong with the actual shades themselves
I explained to her that since the roman shades (and every product we sell) are custom made there are no returns for a refund, which is our policy and the policy of the manufacturersIf there was an actual issue with the shades due to manufacturing or damage then that would be covered but I would need to show pictures proving an issue existed to the manufacturerWe do have a return for a store credit policy but that requires that the customer order free samples from us which we offer to all customers so they know for sure that they are getting a fabric that they wantThe free samples allow the customer to see firsthand a sample swatch of the fabrics they select and it is at no cost to themThis customer did not order free samplesI told the customer I would contact the manufacturer and send them the photos to see if they would approve a return based on her dislike of the productAfter showing the manufacturer the photos and explaining the situation they determined that the shades did not have any production issues (which was correct) and that they would not approve a refund for the orderI received the reply from the manufacturer on September ***h,
After receiving the reply from the manufacturer I contacted the customer and explained to her that the manufacturer did not approve a return but that given the situation and her dissatisfaction with the shades that we would accept a return of the shades for a full refund of the her purchase priceShe would just have to ship the shades back to us within days and we would inspect them and issue the refundThis refund offer is not part of a policy that we have, no, but it was an attempt to do exactly what this customer asked for, a return and refund
The customer contacted us again on October 2nd, 2014, stating that she wanted to let us know that she reported us to the Revdex.com that morning due to us making her return the shades and pay for the return shippingI was shocked that this customer was still not happy, since we do not even take returns on custom products but in this one case we were allowing a return and refundSome people cannot be pleasedAlmost everywhere you shop online, if you want to return a product due to not liking it then you pay return shippingOn top of that she had still not shipped the shades back and it was past the days but I told her we would extend the timeframe she just needed to get the shades shipped to us within the next days
We finally received the shades on October 9th, They were then inspected on October 10th, and as we suspected from the pictures there was nothing wrong with the shades at all, just a couple wrinkles that were easily removedA refund was issued to the customer’s credit card on October 10th, This customer was not happy regardless of what we did to make her happyShe demanded that we pay the return shipping because she wasn’t happyWe already made an exception for her regarding the return and we felt that was a great gesture of good customer service, especially since she was threatening us from the start and then she was late getting the shades back to us then threated us again with a Revdex.com complaintIt would have been 100% in our right to have denied the return on October 9th, 2014, when she called after the days to complain more but we still allowed the return
We have since donated the shades to *** *** *** so someone less fortunate and more thankful can use them
Thank you for your assistance with this issueWe appreciate the unbiased help that you provide to businesses in NE Florida
Sincerely,
***
AwardBlinds.com
###-###-####