Eddie Z's Blinds & Drapery

We are very sorry for any inconvenience. From what I understand we have a service appointment scheduled on Saturday September 9th. Our Customer Care manager in our Chicago service department will be following up to make sure that the work is completed in a satisfactory manner.

The necessary parts to complete the project had been ordered and have been received. A message was left for the customer to make arrangements to finish the project. Although our showroom has been closed in the Milwaukee area Eddie Z's continues to conduct business in the Chicago land area and will...

continue to service our Wisconsin clients for any ongoing issues.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The work has been completed to our satisfaction.  We can close this complaint.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that one of the 2 offered solutions  is satisfactory to me.I decided to accept the reduction in the outstanding balance.  I actually had made arrangements to  mount rails on the inside of the window to shield the light coming through on the sides. I will use the offered refund to pay for the mounting of those rails. I do appreciate the business acknowledgement as to the particulars of my case. Thank You 
Regards,
 
[redacted]

We provided this customer with 2 new room darkening shades for his bed room on 5/29/14. They were mounted on the interior of his window frame, which was discussed when measurements were taken. Our new shades block 100% of the light, but there will always be a halo of light when mounted on the...

interior of the frame, again, this was discussed. The customer expressed dissatisfaction at the installation and would not pay the balance due. We agreed to come back to his home and install his old shades that were on the outside of the window frame in front of the newly installed shades. We then offered the options of allowing the customer to reselect a new product under our "Perfect Look Guarantee" policy, but the balance would need to be paid first. This all transpired on or about 6/10/14. The account has been turned over to collections as the customer has the product he signed for and received in his home and had not paid the balance. We would be happy to allow him to select an alternative product under our perfect look guarantee program once the final balance is paid in full.

I do not entirely disagree with the customers comments. The shades in our store are installed in perfectly square frames. If a customers windows are also perfectly square their installation would exactly mimic that of the store. Unfortunately his windows are obviously out of square. If that were appreciated at the time of purchase the alternative would have been to mount the shades on the OUTSIDE of the window frame.
Ideally any and all customers prefer the look of an inside mounted shade, but their windows just do not accommodate this. This would be one of the exact reasons why we DO offer the "Perfect Look guarantee". It allows the customer to return to the pre-purchase conditions and ONLY pay the difference in the size or type of product they reselect.
We can honor one of two options:
1) simply waive the remaining balance and the customer can keep the product as is.
2) The customer can reselect a new product providing he pays the remaining balance on the original order as well as the incremental charges of a reselection as well as the re-installation. He may visit the showroom and make the reselection and determine the additional costs prior to making a final decision.

I spoke with the customer and her husband last Thursday, 2/25. After reviewing all of the information that was discussed I called Mrs. [redacted] on the following day and offered a solution for her. We agreed to change all of the existing shutters out to the [redacted] brand. The only additional out of pocket expense for her would be to pay for the additional window that was in question and not included in the original installation.Mrs. [redacted] felt that was a reasonable offer, but she needed to discuss it with her husband and would get back to us with their final decision.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I will not consider this resolved until my blind is installed.  I returned the company's call this afternoon and have not heard back.  Not only is my blind not installed, I don't even have an installation date.  And if I were a betting person, I would wager that the part will be "wrong" again when someone does finally show up.  I would like someone from the business to expedite the install, ensure there won't be an issue with this 4th attempt, and acknowledge that this is not a gracious customer experience. I'd also like to know whether the policy to pay in full before installation was a corporate requirement or a Brookfield location requirement.  I feel ripped off by this company and I expect to be reimbursed for the inconvenience and the time I've had to take off of work to be at my home 3 times (and now a 4th).  
Regards,
[redacted]

The service after the installation is awful! I had to do all of the follow-up after spending thousands of dollars with this company! I will never recommend this company to anyone!!

Review: Around April / May 2014 I purchased a customized window treatment for my House at the local Eddie Z's outlet located on [redacted].

In talking to the sales rep I explicit explained that I was looking for a blackout solution for my bedroom. I requested specifically a solution which would block out any light.

I was told that this would be no problem. I then proceeded to sign the purchase contact.

A representative of the company then visited my home, took measurements and assured me it would work well.

A few weeks later the install took place and I immediately told the installer that I was not happy with the result. Specifically I mentioned that the gap between the newly installed window treatment and the window was letting so much light through that the room was now even lighter than before. (the old window treatment which had been taking down had blocked out more light)

I complained to the customer service department and was told that there was nothing to be done because that was the way it works. Other solution would provide a more blackout solution but not the one I had purchased.

I did go back and forth with customer service a few times and there was never a resolution offered to my problem.

During that time my final payment of 433 was put on hold since they wanted to see what could bedone.

As time passed I came to the conclusion that Eddy Z had decided , by their failure to follow up on my complaint, to resolve the matter by foregoing the final payment amount of 433.00

I now received a letter from Eddy Z that they were going to forward the amount of 433.00 to collection.

The original complaint was never addressed and they now want to get paid in full.

My view is that they used a deceptive and misleading sales process. They clearly understood what I wanted but instead of telling that it might not be possible or offer a different product they sold me on a product which did not live up to the representations made.

They then used stall tactics when I complained are now threatening me with collection without addressing my issue.

I called the 13th of April and was advised that they have no record of the complaint and that they are going to enforce collections.

It is because of this latest telephone conversation I decided to file the complaint.Desired Settlement: Either new treatments to produce the desired result or a billing adjustment.

Business

Response:

We provided this customer with 2 new room darkening shades for his bed room on 5/29/14. They were mounted on the interior of his window frame, which was discussed when measurements were taken. Our new shades block 100% of the light, but there will always be a halo of light when mounted on the interior of the frame, again, this was discussed. The customer expressed dissatisfaction at the installation and would not pay the balance due. We agreed to come back to his home and install his old shades that were on the outside of the window frame in front of the newly installed shades. We then offered the options of allowing the customer to reselect a new product under our "Perfect Look Guarantee" policy, but the balance would need to be paid first. This all transpired on or about 6/10/14. The account has been turned over to collections as the customer has the product he signed for and received in his home and had not paid the balance. We would be happy to allow him to select an alternative product under our perfect look guarantee program once the final balance is paid in full.

Business

Response:

I do not entirely disagree with the customers comments. The shades in our store are installed in perfectly square frames. If a customers windows are also perfectly square their installation would exactly mimic that of the store. Unfortunately his windows are obviously out of square. If that were appreciated at the time of purchase the alternative would have been to mount the shades on the OUTSIDE of the window frame.

Ideally any and all customers prefer the look of an inside mounted shade, but their windows just do not accommodate this. This would be one of the exact reasons why we DO offer the "Perfect Look guarantee". It allows the customer to return to the pre-purchase conditions and ONLY pay the difference in the size or type of product they reselect.

We can honor one of two options:

1) simply waive the remaining balance and the customer can keep the product as is.

2) The customer can reselect a new product providing he pays the remaining balance on the original order as well as the incremental charges of a reselection as well as the re-installation. He may visit the showroom and make the reselection and determine the additional costs prior to making a final decision.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that one of the 2 offered solutions is satisfactory to me.I decided to accept the reduction in the outstanding balance. I actually had made arrangements to mount rails on the inside of the window to shield the light coming through on the sides. I will use the offered refund to pay for the mounting of those rails. I do appreciate the business acknowledgement as to the particulars of my case. Thank You

Regards,

Review: tho I have quotes to prove what the saleswomen offered me and I accepted, I received a totally different product. When we finally got her back out here, she said she needed $316.12 in order to do that! We finally just wrote her a check, ordered and got her out of our home. That was May 11th. We have neither seen nor heard from ms. Donna Quinones since. When I call, the receptionist says she will have her call me back ASAP. When I call her cell I get the not available, call another time!! No option to leave a message! This transaction began 12/8/14!!!! My frustration is increasing. I did speak to a young man who said he was the district manager and informed me it was my word against hers and she will prevail, "every time"!Desired Settlement: I would like the blinds I ordered to begin with (way back in December of 2014). I would like the 20%discount she agreed to and I do not want to be charged a 'take down fee' that keeps getting tossed at me. The error is Eddie Z's, they should certainly pay to clean up the mess THEY made.

Business

Response:

The customer did indeed place an order with us on 2/21/15. A contract was written and signed for with the exact specifications of the product that was ordered; quantity, material type, color, and operation type. On 3/28/15 the product was installed with the exact specifications that were identified on the contract. Apparently the consumers impression was that she was to receive shades that worked in the up direction as well as down. Nowhere on the contract was it indicated that this additional item (top down/bottom up) was included in the purchase. To rectify the situation we ordered new shades with the additional feature and only charged the incremental increase in price, as if she ordered and paid for that feature originally. We could very well have held her to the terms of the contract as signed for, but that is not our policy.The only additional costs above and beyond what it would have originally cost had she ordered the product with the TDBU feature was the cost of reinstalling the new shades and removing the existing. The cost of those services was $117. The total price for the upgraded features, increased sizes, and installation/removal fee's, were $519.05. The customer has paid $316.12 toward that. The additional $202.93 was paid by the decorator out of her own pocket just to try and make the customer happy.I have been in this industry over 30 years, 20 of them with Eddie Z's. Never in any of that time have I witnessed or heard of any sales associate reaching into their own pocket and paying a significant amount of money in order to satisfy an unhappy customer. If that's not going over and above normal customer service I don't know what does. I know it is the Revdex.com's obligation to make sure a reasonable settlement is made between the consumer and business, but in this case we have done all that we can do in order to make things right.