Casual Curtain Inc.

Review: On May 10, 2013, I ordered custom draperies and valances as per sample fabrics that Casual Curtain showed me. The curtains and valances colors were coordinated to compliment my newly painted walls, which I brought color chips and sample upholstry fabrics so the coordination would be perfect. The salespersons, Beth and Linda worked with me, gave me the samples to take home, etc., and on May 10, I ordered the items. I also purchased the rods that I needed. On May 24, I was called and told the order was in. I went to pick them up and immediately noticed the valances did not match the sample colors. Linda brought the sample fabric which I ordered from to see what the difference was, and we both agreed that they did not match at all and because of this the panels that were order to coordinate with the valances did not match. She assured me the "owner" would pick up the sample and delivered order and resolve it with the factory. I have called numerous times, most of the time speaking to Linda to no avail, I then spoke to Beth and asked her to have the owner call me. I have no drapes, no valances and nothing but rods. I have put a hold on my American Express charge until the matter is resolved, please help, I need to know whether to purchase the items elsewhere, or what they are going to do to resolve the matter.

Product_Or_Service: custom draperies

Desired Settlement: I need either the ordered color of the valance and drapes or a refund immediately.

Business

Response:

Business Response /* (1000, 5, 2013/06/18) */

Initially, there was an issue with a dye lot for the fabric of the valances ordered. The customer has since chosen a different fabric so that this issue has been resolved.

Consumer Response /* (3000, 12, 2013/07/03) */

Please reopen the complaint. They now have my money and I still do not have the valances. At this point unless I receive the valances by 7/5, I would like a COMPLETE REFUND. I will return the panels, which are unopened and I would like a credit to my [redacted] card. This is completely unacceptable. I called a week ago Tuesday and [redacted] told me she would look into the matter, agreeing that it seemed like a long time. I have waited more than a week and still no response from [redacted] and no valances. Please, please help me. I am a senior citizen and the more than $1,000 this item cost me is a large amount for me. I feel they are definitely taking advantage of me. Please tell me what I can do next.

Business Response /* (4000, 14, 2013/07/11) */

The order has arrived and been delivered to the retail store for customer pick-up as of 7/10/13. It should be noted that this was a Custom order, the vendor was closed one week for vacation and we always quote 3-4 weeks for a Custom order. It was unfortunate that there was a dye lot issue with the first order but once the customer chose a replacement fabric we sent the order out immediately. We feel that we have done everything within our power to complete the order for the customer. Thank you.

Review: About a month ago, I purchased a pair of curtains, which I do not wish to keep. Upon returning them I was told I was over the 15 day return policy and would only receive a store credit. Ok not really a problem, however it was only listed on their sales slip, and not mentioned at the time of purchase. I respect the policy. When I asked about using the store credit for another purchase, the sales person ([redacted]) at the [redacted] store, said that I would not be able to return the second purchase (even within the 15 days) for a full refund. She said that would be cheating the system, (I didn't appreciate the comment) but do not agree that the original purchase is something I have no recourse for due to being a day or two late on returning them. In other words, if I make another purchase with store credit, basically I have to keep returning items until I am satisfied with the merchandise, and can never receive a refund (even if I return within the 15 days) Not happy with this policy at all. Other stores who issue credit have no ruling on what the outcome of the second purchase will be. Its an unreasonable policy and I would like to have this issued resolved. Preferably by by at least being able to find another item in the store, and having the 15 day return withstand. Please adviseDesired Settlement: The refund would be for $40.53 I have receipts

Business

Response:

Dear Ms [redacted],

I am writing to respond to a complaint you received against our business:

ID #[redacted]

Our returns policy has been in place for many years, is posted in all of our store locations, as well as on each receipt , and states the following:

Returns must be made within 15 days, with Receipt. We offer the store credit as a gesture of good faith when a customer has gone beyond the 15 day return policy limit.

This particular customer said she would just purchase another item with her store credit and then return said item to get her cash back.

Our store manager respectfully replied that she would get back, in kind , the method that she paid with . In this case, it would be another store credit.

It would seem that for a customer to take the store credit, make another purchase with that credit and then return said item for cash would merely make our policy useless.

Thank you for your attention to this matter.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I did not state that I would automatically bring the item back to get cash,

however, I did ask what happens if the second item needs to be returned, and

the sales person stated that the item would be marked that it was bought with

a store credit and customer would not get cash back, because that was

"cheating the system" - not a professional or respectful response.

Sincerely,