As stated in the previous reply we continuously kept them apprised of the backorder status. We offered them to select a different fabric or continue waiting for the backorder. They choose to continue waiting for the backorder. At no time did they request a refund and we didn’t offer a refund since they wanted to wait for the backordered fabric. Since the previous e-mail we have removed their shades and have given them a total refund As a side note, we assumed the husband and wife were communicating with each other regarding the issues with their shades.Tell us why here
Revdex.com:
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** When you read the emails sent to me not once did they mention anything about getting a different fabric or giving our money backThey never dealt with my wife the emails were always sent to meAfter the last email from ***, did she get involved
The whole premise of this situation is the customer ordered roman shades and one had a mark on the fabric, there was a small hole in another and the valance was stitched incorrectly on another. As soon as we heard this customer had problems with their shades we called the manufacuterer to...
have their shades remade. We even asked the manufacturer to remake all the shades instead of just the ones that had problems. The problem came when the fabric used for remaking the shades was backordered so the shades could not be remade timely. When we heard this we contacted the customer immediately and asked them if they wanted to wait for the backordered fabric. They stated they would wait for the backordered fabric. We kept them apprised of the status of the backorder since the manufacturer had problems getting the fabric in. Every time we heard of a new backorder the customer was contacted. We had several post it notes in our office stating "Check on Puechner backorder". After the back order had been extended past the first projected date, we also offered the option to select another fabric. It was their choice to wait for their original selection. Every time we contacted the customer, the customer stated she wanted to wait for the backordered fabric. At no time did they request a refund for their shades. On October 27th, we contacted the customer again stating we were now offering them three options for their shades. They could pick out new fabric, wait for the backordered fabric and have the shades remade or get a refund for their shades. When we had not heard back for four days, we contacted the customer again to find out what their decision was regarding what they wanted to do about the fabric. She stated she was going to check with her husband. The customer called us finally on October 31 at which time she stated they would like a refund. We were prepared to immediately go and remove the shades and issue the refund, however she stated she needed to wait until November 9 to have her shades removed. We told her she would receive her refunded money at the time of the removal. We did everything humanely possible to keep the customer's best interest in mind and to keep them apprised of the situation. The customer was informed that when the fabric was received by the manufacturer their shades would skip to the front of the production line so they would get them within a week. We were in constant proactive contact with the customer keeping them apprised of the situation. We called them back when we said we would. We were in conversation with top management of the manufacturer regarding the backorder. We were also in contact with top management at Budget Blinds corporate. Unfortunately, in the special order nature of our business, sometimes delays like this happen. One last note, as you can see, we have been offering them a different fabric for a month but they did not accept that offer. We have also recently offered a refund, which was never in any way requested. As stated above, steps are in place to remove the products and a refund will be given at that time. Steve and Carol SpiekerImago Interiors, Ltd.DBA Budget Blinds of Milwaukee Centre& Menomonee Falls414-419-2700866-252-8070 (fax)[email protected]/milwaukeecentrewww.budgetblin...⇄
As stated in the previous reply we continuously kept them apprised of the backorder status. We offered them to select a different fabric or continue waiting for the backorder. They choose to continue waiting for the backorder. At no time did they request a refund and we didn’t offer a refund since they wanted to wait for the backordered fabric. Since the previous e-mail we have removed their shades and have given them a total refund As a side note, we assumed the husband and wife were communicating with each other regarding the issues with their shades.Tell us why here
Revdex.com:
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** When you read the emails sent to me not once did they mention anything about getting a different fabric or giving our money backThey never dealt with my wife the emails were always sent to meAfter the last email from ***, did she get involved
The whole premise of this situation is the customer ordered roman shades and one had a mark on the fabric, there was a small hole in another and the valance was stitched incorrectly on another. As soon as we heard this customer had problems with their shades we called the manufacuterer to...
have their shades remade. We even asked the manufacturer to remake all the shades instead of just the ones that had problems. The problem came when the fabric used for remaking the shades was backordered so the shades could not be remade timely. When we heard this we contacted the customer immediately and asked them if they wanted to wait for the backordered fabric. They stated they would wait for the backordered fabric. We kept them apprised of the status of the backorder since the manufacturer had problems getting the fabric in. Every time we heard of a new backorder the customer was contacted. We had several post it notes in our office stating "Check on Puechner backorder". After the back order had been extended past the first projected date, we also offered the option to select another fabric. It was their choice to wait for their original selection. Every time we contacted the customer, the customer stated she wanted to wait for the backordered fabric. At no time did they request a refund for their shades. On October 27th, we contacted the customer again stating we were now offering them three options for their shades. They could pick out new fabric, wait for the backordered fabric and have the shades remade or get a refund for their shades. When we had not heard back for four days, we contacted the customer again to find out what their decision was regarding what they wanted to do about the fabric. She stated she was going to check with her husband. The customer called us finally on October 31 at which time she stated they would like a refund. We were prepared to immediately go and remove the shades and issue the refund, however she stated she needed to wait until November 9 to have her shades removed. We told her she would receive her refunded money at the time of the removal. We did everything humanely possible to keep the customer's best interest in mind and to keep them apprised of the situation. The customer was informed that when the fabric was received by the manufacturer their shades would skip to the front of the production line so they would get them within a week. We were in constant proactive contact with the customer keeping them apprised of the situation. We called them back when we said we would. We were in conversation with top management of the manufacturer regarding the backorder. We were also in contact with top management at Budget Blinds corporate. Unfortunately, in the special order nature of our business, sometimes delays like this happen. One last note, as you can see, we have been offering them a different fabric for a month but they did not accept that offer. We have also recently offered a refund, which was never in any way requested. As stated above, steps are in place to remove the products and a refund will be given at that time. Steve and Carol SpiekerImago Interiors, Ltd.DBA Budget Blinds of Milwaukee Centre& Menomonee Falls414-419-2700866-252-8070 (fax)[email protected]/milwaukeecentrewww.budgetblin...⇄