Budget Blinds of Port Angeles

Complaint: [redacted] I am rejecting this response because: Response to Budget Blind’s sales rep, Beth O***’s statement We have reviewed the statement of the sales rep from Budget Blinds in Sequim and there are many inaccuracies Her outline stating the location of the rooms on the main floor of our home is correct Her comment in regard to “working to resolve the issues we perceive” is questionable(See her contact with the manufacturer below) The colors she mentioned are a little differentThe area rug in the living room is ivory and grayThe cabinets in the kitchen are a dark gray-brownWe have granite countertops in the kitchen that are black with silvery blue accents The total of ten window coverings is correct with the five honeycomb shades being perfect as orderedThe five Roman shades are differentShe mentioned my wife’s favorite sample being the Karrigan MidasNeither my wife nor I saw this sample; therefore, was never considered an option for our blindsThe sample we chose had gray tones with a touch of off-white and silvery sparklesIt matched the kitchen perfectly and was to be the same for all five blinds(My wife and I both saw this sample.) As the sales rep describes the Karrigan Midas Roman shades, she talks about the light reflecting a silvery sheen, but with the light shining through these blinds, it shows a definite bright gold tone as the meaning of the word “Midas” is described as being gold When the sales rep came to our home on 4/3/17, she brought several books of samples for us to choose fromMy wife’s favorite sample had a gold tone, with a fern print, but was eliminated as the gray sample matched better with the decor in our homeWe don’t know how the sales rep came up with the Karrigan Midas sample(?) My wife and I make our decisions together, especially when making large purchasesShe did not insist this decision being hers aloneI did tell her to choose anything she wanted for any priceThis may have sounded like we had money to burn, but not the case! When we chose the gray/silvery sample, the sales rep appeared to record the ordering information on the order form along with the other blinds orderedShe did not (I repeat, did not) review all the color choices, showing the samples we selected when she finalized the order as stated on her rebuttalShe seemed distracted and rushedShe asked for payment and a signatureWhen we tried to read her writing on the paperwork later (the 2nd one she wrote), we couldn’t decipher all the informationOur past experience has been: When ordering merchandise from a sales person, whether it be an appliance, furniture, etc., the person is trusted to record the identifying information for the requested itemThe sales rep did not order what we requested and we had no way of knowing the identifying information sales representatives use when filling out their paperwork for different samplesShe mentioned her wonder of memory issues as we are olderWhat would memory issues have to do with picking a bright gold color for a kitchen with gray, silver and blue colorsWe don’t feel we have to defend ourselves as a result of her comment about memory/age issues as that was out of lineWe both saw the gray sample and asked her to place the order for that sampleShe was sitting on the couch writing before we even made our choices After the Roman shades were installed, the sales rep made two different trips to our home to look at the blinds and look at her sample books againThe sample we selected was not there and my wife noticed some of the samples were in a different order in the bookWe did not say she purposely removed our sample choiceWe are only explaining what we saw (or didn’t see)The sales rep was belligerent and aggressive and talked over usShe would not listen CONTACT WITH MANUFACTURER: The sales rep stated she worked intensively with the manufacturer to see what they would do to helpAs she stated, they were firm that they feel no obligation as the shades were made as ordered and are not defectiveThey were definitely made as ordered from her order form and we can see why they don’t feel obligated at their endThe sales rep said they would discount a new order and we could start all over again, but no recognition for the order being written up incorrectly (her assigning the ordering info as our fault)After our unsuccessful meetings with the sales rep, my wife called the store and talked to the managerShe asked for a phone call from one of the ownersWe never received a callWe have since notified Budget Blind headquarters and they are contacting the owners to call us We are sorry to say this purchase is not what we expected from a business with a good reputationThis has caused us a lot of worry and sadness as we settle into our new home Sincerely, [redacted]

Hello,This customer has called about 3-times in the past days with the issue on her blindOn the initial call I let her know we certainly could set someone up to come out and take a look at her blindI advised her of the service charge we have to come outWhen she complained about that I let
her know her year service guarantee has expired so that is why the service charge is applicable nowI explained to her this service charge covers us going out to service the blind and in the event it has to be sent in the re-installationI let her know any blind warranty that is still applicable doesn't cover the service charge, that is for the blind itself onlyI informed her without seeing what is causing the issue I could not tell her for sure if it could be fixed on the spot or if it would need to be sent in, but I did let her know if we are able to fix it on the spot we certainly willShe was unhappy with that information and hung up on me as I was still speaking to herShe called a couple more times trying to get us to come out for freeShe called again yesterday, I reiterated all previous information and gave her the detail of how long the warranty lasts on the blinds for the various coveragesShe feels the service charge is ridiculous and doesn't want to pay itI let her know if she took down the blind herself and brought it in the charge would be cheaper but there would still be a charge to service the blind for the labor and time. As far as her statement regarding me refusing to send someone out when we are in the area; I certainly didn't refuse to send someone out I let her know there would still be a service charge for us to service her blind and she is unwilling to pay that fee. She just wants us to come out and fix her blind for free, which as a business we are not able to service blinds at no cost to customers'At the end of our conversation today she said she would think it over and call me backI have not heard from her again as of yet.Thank You,Tally M***Office Manager

As the business owner, I have sole confidence in my Designer, her procedure, and her techniquesMy Designer, Beth O***, is more than just a “sales rep” she is a Designer with a full on interior design background both academically and professionally as a careerMy Designer, while she will make suggestions and offer her opinion, would NEVER override a customers’ fabric or color choice by ordering something not chosen by the customerAll choices as to product, fabric, and colors are reviewed at the end of EVERY consultation before the customer signs off. This is not the first time we have had a customer dislike a choice that they made once it was put up in their homeIt’s unfortunate that the customers’ are not satisfied with the fabric and color choice they made on their blindsHowever, as a business owner, I am sure you can understand that a business can’t be ran in such a manner that every time a customer decides they are not happy with the fabric and color choice they made, the product would be completely replaced at no cost to the customerThis does not come as no cost to my business, it costs money to replace any custom ordered productI regret that our customer feels so negatively towards us to the point of threatening a lawyer, however, it is impossible to please every customer to their standards of fair. Despite all the discrepancies in the customers’ statements to my Designer, Manager, and various complaints made we have made a very generous offer in an attempt to appease the customer to smooth things overAs the customers’ main complaint is they don’t like the blind color when the sun is shining through themI stand by this offer as our final and only resolution to the issue at handIf the customer so wishes to replace the kitchen blind only with a different fabric we will offer this at 40% off OUR cost and if they choose to replace all to a different color we will do this at 20% off OUR costIf the customer desires to proceed with this they may contact our office at (360) 582-and we can set up an appointment for their fabric and color selection. We thrive on our fine positive reputation and superb customer service in our small community! I personally hope our customer will accept this very generously offered solution to their issue! Sincerely,Wendy T***Owner/CFOBudget Blinds of Port AngelesWWashington St.Sequim, WA

Complaint: [redacted]
I am rejecting this response because:  On my first phone call, the manager did NOT give me the detailed information she describes in her remarks.  She was abrupt and dismissive saying because my 1 yr, contract was up there would be a $79.00 service charge and, yes, they would fix it but it wasn't clear if there would also be a labor charge.I called the next day to offer possible solutions such as bringing the blind to the store.  The manager said there would still be a $30.00 handling fee and $30.00 an hour labor charge.  I told her that both the company's product and customer service were unacceptable and terminated the call.The next day I called to ask for her name as I was filling out a form for the Revdex.com.  We did discuss blind warranty ~ Signature offers a three-year warranty.  So why am I being asked to absorb the cost of a faulty blind?I urge potential customers to go online to Signature Blinds Reviews and read page after page about the poor quality and awful customer service they experienced from Budget Blinds.
Sincerely,
[redacted]

I am Beth O[redacted], the Sales Consultant that sold Mr. & Mrs. [redacted] their Budget Blinds windowcoverings. I have also been heavily involved in working to resolve the issues they perceive.I originally met with Mr & Mrs [redacted] on Monday, April 3, 2017. They had just moved into aspec home in which...

the wall colors, flooring, tile, etc. had been chosen by the builder. The wallsare a light gray, the carpet is taupe-y beige; the cabinets in the kitchen are dark wood, maybewalnut or dark cherry color. The kitchen tile back splash is small rectangles of varying shades ofdark and light grays, tending toward the blue. Their furnishings colors include golds, reds, andvarious accents.The living area in question is one large room, with the kitchen, dining area and living area allopen to one another. The 5 windows in this area are the windows in question; the kitchen sinkwindow and 2 dining area windows are on the south wall; and the 2 living room windows are onthe west wall. These 5 windows have the Roman Shades. There is also a very large sliding doorwhich is covered in the Whitehaven Mushroom fabric. It is a very large element of the room.On the above date, I measured their windows and sold them 10 window coverings; 5 LafayetteParasol honeycomb shades in Fabric Whitehaven, color Mushroom; 5 Signature Series InspiredDrapes Roman Shades, Fabric Karrigan, color Midas, which are the shades in question. Thefabric Karrigan Midas has an ivory ground, with broken concentric circles in a taupe-y gray. Ithas brushstrokes of metallic silver applied over the circle pattern throughout; which catch thelight at various times and give a silvery sheen.When we discussed color, Mrs. [redacted] indicated that she wanted something neutral. We reviewed2 sample books, labeled “Neutrals” and “Blacks and Grays”. She deliberated over severalsamples but eventually decided that she liked the Karrigan Midas. Mr [redacted] mentioned that hethought it had green undertones, which he felt looked very nice with the living room coloration,but that he thought a more gray would look better with the kitchen tile. He indicated a samplethat he liked.Mrs. [redacted] took that sample to the kitchen, and after some analysis, agreed that it looked betterwith thetile, but the Karrigan Midas was still her favorite. Mr [redacted] made it very clear that this was her'thing' and she should make the final decision. She deliberated for some time and decided thatbecause it is an open room, all windows visible from any given point, she did not want to have adifferent pattern and color on 1 window. She determined to go with Karrigan Midas on all 5windows, and the Whitehaven Mushroom honeycombs on the sliding doors.At this time I had been making notes on the original invoice and it was rather messy, so I rewrotethe invoice. Before I filled in the colors I gave her one more opportunity to confirm how shewanted to go. As is my custom, I reviewed all windows, options and color choices; (I show the customer eachcolor sample, the name printed on the sample, and where I have written that name on theinvoice) and said, 'Now please sign to confirm that this is correct as I have written it.” At whichpoint she signed.On installation day she immediately came to the opinion that the fabric was not what she hadselected and did not want to accept it. Our installers showed her the invoice and themanufacturers paperwork that what was ordered was fabricated as such, at which time sheallowed the installation.Immediately after installation she called the store multiple times, insisting I call her back. As Iwas in the field, I did so when I was able and arranged to go back after the end of my work day.I brought the sample book and showed her the fabric, name, and paperwork. She insisted that itwas the gray fabric that she had chosen and that it was missing, insinuating that I had removed itfrom the book.At another time, she became convinced it was the same pattern Karrigan, only in color gray. Themanufacturer has assured that this fabric is available in only one color, Midas. She does notaccept that.She took a photo of the fabric and sent it to her daughter, asking her to go into another BudgetBlinds and locate the fabric. As far as I am aware, that did not happen.The next day I went back with both sample books, along with a printed fabric list from themanufacturer, indicating which sample book and position each fabric can be found, and showedthat all the fabrics were in their proper places. Mr & Mrs [redacted] both looked through the booksfor the gray fabric and neither could identify it. I am aware that she is accusing me of havingremoved it, but I assure you, I did not. In fact, if it could have been identified, it would havemade finding a resolution easier.On both visits I made it very clear that this is a contract and that she signed off on the KarriganMidas. I also showed them that it is the exact same color and tone as the Whitehaven Mushroomhoneycombs, which she has no problem with.Over the course of this time frame, I was working intensively with the manufacturer to see whatthey would do to help us. Although they were firm that they feel no obligation as the shades weremade as ordered and are not defective, I was able to persuade them to work with us on the cost ofa possible remake.On Wednesday, April 26, I spoke with Mrs [redacted] on the phone and offered to remake any or allof the Roman Shades at a price well below our own cost. This was not acceptable to her.At this point she changed her story that they were all wrong and said she would be agreeable tohave the kitchen shade remade in the gray, but for free; and if we were not willing to do that, she was going to an appointment with her lawyer at 10am on Thursday, April 27. By 9am thatmorning she had filed the complaint with the Revdex.com.Throughout this whole procedure, she has been angry, combatant, unreasonable, and unwilling toallow us time to work out a resolution. Our staff and I have all gone overboard to give herextreme customer service. We have been patient with her rants and continuous calls and threats. Ihave been to their house twice in attempt to resolve the issue, and have continually assured herthat I am working for an agreeable resolution, but she is not open to reason, and is determinedthat she chose a fabric and color that do not exist.I have read the complaint and several statements that were made are simply not true. As they areolder, and as I have worked with them, I hesitate to accuse anyone of deliberate falsehood, andam beginning to wonder whether there are memory issues.I am very sorry any time a customer might not be satisfied with our products or service. We takepride in our good service record and value the good reputation we have in the community; andwe work hard to keep it.Sincerely,Beth O[redacted]Budget Blinds of Port Angeles

Complaint: [redacted]
I am rejecting this response because: Response to Budget Blind’s sales rep, Beth O[redacted]’s statement
We have reviewed the statement of the sales rep from Budget Blinds in Sequim and there are many inaccuracies.
Her outline stating the location of the rooms on the main floor of our home is correct.
Her comment in regard to “working to resolve the issues we perceive” is questionable. (See her contact with the manufacturer below)
The colors she mentioned are a little different. The area rug in the living room is ivory and gray. The cabinets in the kitchen are a dark gray-brown. We have granite countertops in the kitchen that are black with silvery blue accents.
The total of ten window coverings is correct with the five honeycomb shades being perfect as ordered. The five Roman shades are  different. She mentioned my wife’s favorite sample being the Karrigan Midas. Neither my wife nor I saw this sample; therefore, was never considered an option for our blinds. The sample we chose had gray tones with a touch of off-white and silvery sparkles. It matched the kitchen perfectly and was to be the same for all five blinds. (My wife and I both saw this sample.)
As the sales rep describes the Karrigan Midas Roman shades, she talks about the light reflecting a silvery sheen, but with the light shining through these blinds, it shows a definite bright gold tone as the meaning of the  word “Midas” is described as being gold.
When the sales rep came to our home on 4/3/17, she brought several books of samples for us to choose from. My wife’s favorite sample had a gold tone, with a fern print, but was eliminated as the gray sample matched better with the decor in our home. We don’t know how the sales rep came up with the Karrigan Midas sample. (?)
My wife and I make our decisions together, especially when making large purchases. She did not insist this decision being hers alone. I did tell her to choose anything she wanted for any price. This may have sounded like we had money to burn, but not the case!
When we chose the gray/silvery sample, the sales rep appeared to record the ordering information on the order form along with the other blinds ordered. She did not (I repeat, did not) review all the color choices, showing the samples we selected when she finalized the order as stated on her rebuttal. She seemed distracted and rushed. She asked for payment and a signature. When we tried to read her writing on the paperwork later (the 2nd one she wrote), we couldn’t decipher all the information. Our past experience has been: When ordering merchandise from a sales person, whether it be an appliance, furniture, etc., the person is trusted to record the identifying information for the requested item. The sales rep did not order what we requested and we had no way of knowing the identifying information sales representatives use when filling out their paperwork for different samples. She mentioned her wonder of memory issues as we are older. What would memory issues have to do with picking a bright gold color for a kitchen with gray, silver and blue colors. We don’t feel we have to defend ourselves as a result of her comment about memory/age issues as that was out of line. We both saw the gray sample and asked her to place the order for that sample. She was sitting on the couch writing before we even made our choices.
After the Roman shades were installed, the sales rep made two different trips to our home to look at the blinds and look at her sample books again. The sample we selected was not there and my wife  noticed some of the samples were in a different order in the book. We did not say she purposely removed our sample choice. We are only explaining what we saw (or didn’t see). The sales rep was belligerent and aggressive and talked over us. She would not listen.
CONTACT WITH MANUFACTURER: The sales rep stated she worked intensively with the manufacturer to see what they would do to help. As she stated, they were firm that they feel no obligation as the shades were made as ordered and are not defective. They were definitely made as ordered from her order form and we can see why they don’t feel obligated at their end. The sales rep said they would discount a new order and we could start all over again, but no recognition for the order being written up incorrectly (her assigning the ordering info as our fault). After our unsuccessful meetings with the sales rep, my wife called the store and talked to the manager. She asked for a phone call from one of the owners. We never received a call. We have since notified Budget Blind headquarters and they are contacting the owners to call us. 
We are sorry to say this purchase is not what we expected from a business with a good reputation. This has caused us a lot of worry and sadness as we settle into our new home.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Dear Ms. T[redacted],
Thank you for your response on your sales rep’s behalf. However, my wife and I are still awaiting your phone call requested several days ago. You must have received a response from Budget Blinds headquarters asking you to contact us. Your offer to replace the kitchen blind at 40% off is insulting at best. We did not order these blinds. My wife and I have agreed to take a polygraph if your sales rep takes one also. Your rep is wondering about our memory due to our age and we find this completely off base.
We tried to offer a compromise keeping the four blinds in the dining and living room areas (in which we did not order) and accept a replacement for the kitchen only. After your response and insulting offer assuming your sales rep is free from making an error, we’ll go for a full replacement of all five.
We have also filed a complaint with KOMO and will continue our search for what happened with your sales rep’s ordering of our Roman blinds. Our age has no affect on our decision-making process. Your sales rep needs to be aware of discrimination involving the elderly. If we had memory issues preventing us from good decision-making, we wouldn't be allowed to sign a binding contract.
We are not just customers unsatisfied with what we picked out, we have never seen this sample, Karragan Midas! It is way off of what we asked her to order. We are older but we also remember our contacts with your rep and our decision was never Karrigan Midas.
 
Sincerely,
[redacted]