Blackout EZ, LLC

Initial Business Response /* (1000, 6, 2016/11/14) */
The customer placed an order for a Custom Blackout EZ Window CoverOn the Customs webpage it states, "There are no refunds or money back guarantee with Custom Blackout EZ Window Covers." To reemphasize, on the Shipping and Returns webpage it
states, "We guarantee 100% Satisfaction or Your Money BackIf you are not satisfied with your purchase for any reason, simply return the item(s) within thirty days of purchase for a full refund of the purchase price excluding shipping costGuarantee Does Not Apply to Custom Orders or Fabric." The 30-day Money back guarantee refers to Large and Small Blackout EZ Window Cover Kits because they are not hand cut to the precise dimensions provided by customers like the CustomsThe product does indeed black out 100% of all sunlight when measured and installed correctlyThere are countless reviews on the website and Amazon from previous customers validating this claimIn addition, the customer service toll-free number is provided on the website to contact the company if you have any questions or concerns, there is a "How-To" video on the website which demonstrates how to measure and install your window cover, and the direct telephone number to Customer Service is included in the signature of each email that is communicated
The customer contacted the business on five separate occasions; four individual emails and one Facebook postEach email and the Facebook post was responded to promptly and with ample information regarding the customer's questions and/or concernsIn the initial email, the customer stated that the material was thinner than expected and she was concerned the product wouldn't perform well in her climateIn response, I assured him/her that the product has been weather and heat tested - the customer did not respondThe second time the customer contacted the company in a different email, stated that the velcro was not sticking well to the window frame and I proceeded to give advise on how to rectify the situation such as cleaning the frame with Rubbing Alcohol, and I offered to send replacement velcro - the customer did not reply once againThe third occasion the customer contacted the company was through another separate email and asked, "How do I stop the light from bleeding through the edges of my install?" I responded by letting the customer know, "Light bleeding around the edges typically is a function of one or two things: The first is the hook & loop tape not sealed togetherTo seal the tape once the cover is in place, smooth your fingers around the outside perimeter on all four sides while applying light pressureIf this does not solve the problem, then more than likely the cover is too small." In that email reply I also stated that I can provide the customer with a discount code to save a percentage off a reorder if he/she would likeFor the third time, the customer did not replyThe next day, the customer reached out to the company for the fourth time via a Facebook post on the company page and asked the same question, "How do I stop the light from bleeding through the edges of my install?", but included, "The velcro is secure yet I still am getting light along the edges." My response was the same, but I did not mention offering a coupon code in that reply because the Blackout EZ Window Covers Facebook page is publicFor the fourth time, the customer did not reply or acknowledge my response to his/her question and concernThe last time the customer contacted the company, he/she sent another email stating that no one has responded to his/her questions and in a prompt reply, I informed the customer of the date and time of my most recent reply to their last email, I informed him/her that I responded to the post on Facebook, and I offered a discount code to reorder a larger window cover since Customs are nonrefundable and clearly his/her window cover was too small given the dimensions they requestedMuch like the four previous attempts, the customer did not replyWe were very willing to work with the customer, and still are, whether it is discounting a reorder or sending a replacement, but the customer has not replied to our many attemptsWe value customer service and simply want each customer to be more than satisfied with their experience with our business