Blinds Chalet

We have told the customer that once that shades are sent back in, we will refund her money.  A call tag was issued by our manufacturer to pick up the product but somehow the call tag got canceled (out of our control, FedEx does not know why it was canceled). Our manufacturer has issued...

another call tag.  The shades are scheduled to be picked up tomorrow.  We will refund the customer the money once the shades have been returned to our manufacturer.  This customer accidentally got told her refund would be completed last Friday because the Customer Service agent speaking to her thought she was speaking to another customer that she was working with the same first name.  It was an accident and we apologized to the customer for the miscommunication. We originally told her that her money would be refunded once they were returned and we stand by that commitment.

Blinds Chalet has done everything to resolve this order for the customer.  Unfortunately the customer is not providing all of the details in their complaint.  The customer contacted Blinds Chalet stating that his order came damaged.  We told the customer that we would gladly get his...

order fixed and that sometimes when orders are shipped across several states they get damaged by the shipping company.  With that explained to the customer they provided the following e-mail below in response to finding out we would remake the damaged blinds.  Great, the blinds themselves are ok, by that, I mean the vertical plastic blinds, are ok. What does one do, with a 16" damaged vertical blind?[redacted]If the customer did indeed receive a 2nd set of damaged blinds we would need photos as stated in our policies and disclaimers at http://www.blindschalet.com/policy.aspx  The photos are necessary to show the shipping company that the product was damaged in transit.  If we do not receive the photos in the 10 day period stated in our policies and disclaimers we loose are ability to recover the costs of the product from the shipping company.  Blinds Chalet will do everything we can to make sure that all of our customers are satisfied.  If our customers fail to provided us photos or the information we need it makes it becomes difficult to resolve these issues.  If the customer will provide us photos of the 2nd set of damaged blinds in the 10 day period we will make sure they get remade for them. Unfortunately because our products are custom made we do not offer any returns as stated in our policies and disclaimers.  Every customer that places an order on our website must acknowledge that they have read our policies and disclaimers that clearly state we don't accept returns.  This customer acknowledged that he read those policesq and disclaimers.  Blinds Chalet will always make sure that our customers receive the correct products that they ordered and if they happen to get damaged in shipping we will always get them remade if the customer provides us the information we need,  ?

We will gladly refund the customer and have told her this.  We have sent her the following email below.  Once we receive the product back we will refund her money.  Hello [redacted],It looks like you are all set up for a refund once you send the blind in. I see the last email to you...

said:emailed customer: I see you received a remake for your original order which was not functioning properly. Please ship the remade blind to usPlease make sure you provide the tracking information once returns are shipped. Once we have received and inspected the blinds we can issue the refund. Please let me know if you have any questions. I hope you have a nice day!

The cord tensioner that the customer is complaining about is a tensioner that is used by many manufacturers in the industry including products that are sold by blinds.com.  Each manufacturer takes steps to make their products safe for children.  These products have been tested and found to...

be safe.  The beaded chains are warrantied so of they were to break like the customer was worried about they would be replaced.  We can not refund the customer simply because they feel like the cords might brake or the tensioner isn't strong enough.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10717355, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
If I was supposed to order the blinds 1.25 inches in width more than the actual size that I wanted, then why do they suggest in the oops quote ordering the blinds 3.25 inches in width more than the actual size I desire? It seems that if I had in fact made a mistake when ordering then I should be ordering only 1.25 additional inches for my next order not 3.25 inches. I have no faith that if I were to reorder and pay the $430 they quoted me that I would actually get the correct size blinds. Also, the blinds they sent me were 1.50 inches more narrow, not 1.25 inches, than what I desired. 
Regards,
[redacted]

Blinds Chalet offers every customer the opportunity to order free samples to see the color and material of the products before they place an order.  This customer did not take advantage of the free offer.  The customer agreed to our policies and disclaimers that states that all orders...

are customer made and can not be returned if customer does not like the color.  We feel bad that the customer does not like the color of his blinds but he made the decision to order the product without  ordering free samples to see the color.  Blinds Chalet provided the customer with what he ordered.

I had 2 total bathroom renovations and the 2 blinds were for a replacement. I had searched the Revdex.com website and found this business. They were as pictured and the color was a "perfect match" to the rest of my aluminum mini blinds I have owned for 8 years from a closeout buy. They were very easy to installed myself and received my purchase more promptly than expected. The quality and price I had to pay I was 100% satisfied too. I would buy from this business once again!

If the customer wants to pay to ship the blind to our office I will look at it and photograph the shade and send in all photos to Revdex.com and to the customer to show if it was or was not made correctly. If it is not correct again we will remake but it will be at the original size ordered. Please let me know if this is what the customer wants to do and I will send our address for him to ship the blind back to us for inspection, Thank you!

The shutters were made correctly, the customer's installer installed the shutters upside down and installed new hinges from what was provided with the shutters.  We have tried to work with the customer to explain that they were installed upside down and incorrectly and how they could be...

fixed.  If the customer wants to install them upside down that is up to them.  The customer's installer made changes to hinge locations and claim to install them upside down because they were not straight.  We have not been provided any pictures showing the shutters not being straight.  I'm not sure how the shutters could install upside sown straight but not straight right side up.  Unfortunately the customer hired an installer who didn't know what they were doing and made modifications to the shutters by changing hinge locations and causing new holes to be drilled in places they shouldn't have been.  Blinds Chalet should not have to reimburse the customer for shutters that were modified and installed incorrectly by the customers installer.  The shutters were made and delivered to the customer as ordered.

I ordered six blinds for one room . They were shipped from three different manufacturers . I received three different colors , three different tolerances and four different styles . Blinds Chalet offered no solution as I had read the warning regarding custom orders and it was out of their hands . They couldn't possibly have any quality control in place since they use so many different manufacturers . The warning cannot be binding when they are so wantonly careless regarding customer satisfaction . Take away their accreditation or the Revdex.com is a joke .

Blinds Chalet offers every customer the opportunity to order free samples to see the color and material of the products before they place an order.  This customer did not take advantage of the free offer.  The customer agreed to our policies and disclaimers that states that all orders...

are customer made and can not be returned if customer does not like the color.  We feel bad that the customer does not like the color of his blinds but he made the decision to order the product without  ordering free samples to see the color.  Blinds Chalet provided the customer with what he ordered.

Blind arrived in one piece and on time. Good product

I used Blinds Chalet for the first time to order blinds - vertical and horizontal for my new townhouse. I was very nervous about measuring and ordering on line. But the price was good and Blinds Chalet made measuring easy and answered all my questions about measuring which gave me the confidence to order the blinds. They came promptly, packaged very well and they were easy to install and look amazing. Thank you Blinds Chalet for making my home look great,

The customers installer does not know how to install these shutters properly.  The first picture of the shutter with the hinge is a completely different shutter then what the csustomer ordered from Blinds Chalet.  That is not our shutter. There is only 1 tyoe of hinge for our shutters so when the customer says they had to install new hinges and drill new holes it is not Blinds Chalet's fault that holes from the correct hinges were left exposed.  If the installer would have installed the shutters correctly there would be no issue.  Because the customers installer did not know what he was doing and made changes to the shutters he is trying to blame Blinds Chalet for not having them made correctly.  I have personally installed thousands of these shutters.  The picture that has the holes circled.  The shutter on the left had the hinges on the correct location but were removed because the installer installed them upside down and put new hinges on the other side.  The shutter on the right has the hinges added to that side causing new holes.  Blinds Chalet can not be liable for this decision nor should we have to pay the customer for shutters with holes when it was her installer that made this decision.  The customer should be seeking compensation for her hired installer not Blinds Chalet.  The customer is also no being honest in her request for a refund.  She is trying to say that she spent over $2000 on shutters when that is not the case.  She also had blinds included in this order so I find it very interesting that she is trying to be refunded her whole purchased order when her blinds are in perfect condition.

Blinds Chalet would gladly repair the csutomer's shade if we could.  The manufacturer of this customer's shade went out of business so there is no way to have it repaired.  Blinds Chalet even contacted another manufacturer to see if they could fix the shade, but unfortunately they could...

not repair it.  We clearly state in out policies and disclaimers that each customer acknowledges reading before they can the place an order the following information http://www.blindschalet.com/policy.aspxWarrantyLimited Lifetime Warranty - This warranty is offered through the manufacturer(s) to the original purchaser of the blinds and covers any defects in materials of workmanship for the life on all the BlindsChalet.com products, however, BlindsChalet.com will act as the liaison in coordinating any warranty issues between the manufacturer and the customer.This warranty does not apply to any parts which fail due to accident, alteration, improper use, abuse, neglect, normal wear, and color fading to sunlight, direct exposure to salt air or improper cleaning.We offered the customer the ability to order a new shade at our cost but the customer has rejected that solution.  The part would have been at a charge since the shade fell out of the 3 year warranty on parts.  Unfortunately the customer does not like our solution.

Unfortunately the customer is not being completely honest in his accusations.  We have e-mails from him stating that he made the mistake when ordering the product.  All of our products are clearly labeled on [redacted] as to what sizes they are.  It's unfortunate that this customer made...

"the mistake of not reading clearly what the dimensions were.  He has actually placed another order for the correct size after he ordered this incorrect size.  He made the mistake of originally ordering a size of 84"(w) x 120"(h) when he needed to order 120"(w) x 84"(h).   We will gladly refund the customer once we receive the product back.  We can not provide shipping labels to send product back.  All of our products are shipped through our manufacturers who have accounts with FedEx and UPS. We don't not have accounts with FedEx or UPS.  Our manufacturers unfortunately will not pay to have these picked up as the products were made and delivered to the customer as ordered.  We feel bad that it is so expensive to return the product that was ordered incorrectly by the customer but unfortunately we do not control the shipping costs.

I sent more emails back and forth to them explaining that I felt I shouldn't have to pay for the shipping of the item since it would be very costly. This is a 84 inch faux wood blind that I cannot even lift on my own I need help to carry it and it wouldn't even fit in my car to bring it to the post office. The cost of mailing it back to them would be extremely costly and I feel since the sent 2 damaged blinds why should I be penalized in paying for the shipping to send it back. If they will pay the cost of shipping I'd be more than happy to send BOTH of them back. They never requested them back because they were damaged, they just wanted to keep sending me new ones. when I rejected the 3rd one then they told me I had to send it back. I believe this to be totally unfair to the customer to have to pay shipping of damaged goods back to the company that sold them. They requested pictures I sent them never heard another word once I sent them 2 different ways. Sent another email just asking if they received my email with the pictures, they replied they couldn't open the email so I sent it a 2nd way and asked for a fax number to fax the  pictures. Again no reply.

Unfortunately the customer is not being honest.  She made a mistake measuring and is wanting Blinds Chalet to eat the cost for her mistake.  All of our products are custom made to the measurements that each customer provides.  They can not be returned because they made...

tot he measurements provided.  This customer entered the measurements on our website and place the order online.  Blinds Chalet did not enter the order, the customer di.  We have told the customer that we would provide her a larger discount to reorder the blinds to the correct size at her cost.  Blinds Chalet will not pay for new blinds.

This order has been credit back to the customer below is the transaction information:Transaction ConfirmationTransaction [redacted] has been successfully ACCEPTED by the system.Below is a summary:Transaction ID: [redacted]Payment Method: [redacted]Amount: USD...

(262.81)Customer Name: [redacted]Thank you!

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,