Fee Insurance Group Inc

There was originally an IT glitch in our Design Consultant's ordering system that did not allow the order to push into production until a week after it was initially placed.  We ended up expediting the order once we were notified of this glitch, but it still did not get to the customer within the original estimated timeframe.  The customer asked for a $100 refund due to the expedited fee she paid which was approved and given to the customer.  When the installation did happen, the customer called in upset because she said the Roman Shade style was incorrect.  Our installer called in a report stating that customer was not happy with the shades, but not that the measurements were incorrect/out of normal spec.   The customer called in the next day simply stating she felt the quality was poor.  She stated that the Roman Shades did not fold up like other Roman Shades she had from other manufacturers, and also that they did not block out enough light in her opinion.  The customer demanded full refund at this point.  The Customer Care Representative assigned to this case reviewed this with a member of our Leadership Team and it was determined that the measurements were not incorrect, and that the customer received the style they agreed to on the signed invoice.  30% off a reorder was offered but customer refused.   This was reviewed again in detail with by members of our Customer Care Leadership Team and they came to the conclusion that we produced what was ordered, the measurements were within spec, and the 30% offer was a reasonable proposition towards resolution.  About a month later the customer issued a chargeback with their credit card company due to this situation.  We explained to the credit card company that the measurements were within normal spec, we had a signed invoice, and what we had proposed to the customer regarding a 30% reorder.  The chargeback was won in our favor because we were attempting to act in good faith to resolve the customer's perceived issues.  Another month later the customer issued another chargeback.  This is active case [redacted].  The agent assigned to this chargeback called the customer to go over resolution where he offered 50% off of a reorder, but this was also refused and the customer ended the call abruptly.  The customer has been unresponsive since that time which was about a month ago.  The agent's last correspondence with the customer was an email to her on 3/10 still looking to get her to respond regarding a possible resolution. In summary:  The customer received product with measurements that are within normal spec, product that functions the way it is designed to, and received compensation for issues regarding an IT glitch that resulted in the customer receiving the product outside of the initial estimated timeframe.  We have offered the customer reasonable options towards resolution that the customer has declined.  A chargeback with her credit card company has already been won in our favor.  We are still willing to work with the customer, and to offer a very large discount on the reselection of new product, however the product she received is not defective, faulty, or different than what she agreed to when she made the initial purchase.

Revdex.com:
Once  the blinds are installed and meet with my satisfaction then I will tell [redacted] to pay the money and then I will expect them to give me the 20%.  In addition to this, I still do not have an install date. I will not have these blinds till August. That is a very long time to wait when this order was first placed in May. Why did they delay processing the order again. It wasn't processed until July 11th and they knew there was a problem they stalled and made the situation worse.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

One valance valued at $48 had come in the incorrect color twice due to an IT error. All other product installed correctly and with no issues. The error has been corrected and the correct color valance has shipped with an ETA of 6/30/2016. Customer was advised of this information via email 6/15/2016...

and an installation time will be scheduled once product is delivered.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
- need more specifics in the offer--3 Day Blinds has agreed to convert all 5 shades to motorized with 4 remotes at no cost to the customer to be completed within a specified timeframe i.e. within 30 days from acceptance of the offer and in addition refund the cost of installation that was completed by the customer.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[After going through more than now 8 visits to get this order correct and each time having to rearrange my work day and time to accommodate being home to meet someone, $750 is not adequate. They sent someone who was under the influence to my home. They missed all deadlines. They sold my information to third parties without my permission. They call themselves 3 Day Blinds. 17% off an order that is almost 5 months ongoing now is insulting to my time and those involved. Please provide a full refund as requested as you did not meet the criteria to get this order delivered in a timely fashion.]
Regards,
[redacted]

3 Day Blinds is standing by the offer of a full re-selection in a product of the customer choice.Contractually we are obligated simply to repair or replace non-functioning product with the same or similar.As a goodwill, we have offered to credit towards an upgrade and we feel that is going above and beyond what is required.A supervisor has been assigned to this customers case and can be reached directly by the customer at 949-705-5257 or [redacted]@3day.com

We will address all issues until there are no outstanding issues with the order. We will also extend compensation due to the issues. The customer is currently working with a Supervisor in Customer Care to make sure everything is resolved.

We are sincerely sorry for what happened, and we are determined to make it right. The installer that the customer first had issue with is no longer employed by 3 Day Blinds. Our Director of Installed Services has reached out to the customer to advise that we will be having a new installer out to...

complete the outstanding issues.

We do require all subcontractors to be licensed, and we check periodically to ensure compliance. We are researching and addressing this. The refund was finalized on our end on 1/28/2016. A refund can take a few business days to reflect on the customer's statements, depending who they bank with. ...

The invoice/receipt for this refund is attached.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I should be speaking to [redacted] on Monday 4/18/16 to hopefully come to a final resolution but as of now, the complaint has NOT been resolved
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The valance was not shipped to the installer. It was shipped directly to our home. The response also states that it would be installed on July 6th. Today is the 7th no installation happened yesterday.  When will the valance be installed.  Please I want this to be completed.
Regards,
[redacted]

On 4/4/2017 customer service representative spoke to this customer explaining the delays and providing approval to deliver the shutter that this customer has requested. The new product has a higher cost than the originally made product which will be waived.

I called customer, left her voicemail and sent her an email to discuss her experience. Can customer provide us with a copy of the invoice that was provided to her by the designer showing the dates in question?

A member of our team reached out to the customer today to offer an update and help resolve the outstanding issues. A voicemail was left. We will agree to discuss compensation with the customer once all issues have been resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Just like you and your customer service was not understanding because [redacted] nor [redacted] would never speak to me on the phone only respond to me via email. The blinds don't even cover my windows. There are huge spaces at the top of those 2 windows that have no blinds and sunlight comes directly through. The measurements were messed up but so was the whole point of me getting custom blinds, is to fit my window. When I get home from work today, I will take a picture on my phone and submit. I am demanding to be reimbursed for the two that were messed up as they don't cover my windows. Your customer service totally dropped the ball because no one would even speak to me. I had to have [redacted] from the installation company call [redacted] to get her to actually call me back. Your company is in the wrong and I do not like my product at all. 
Regards,
[redacted]

A member of our team has reached out to the customer today to work towards a complete resolution.

We have reached out to this customer and agreed to refund them for the product in question.

Revdex.com:
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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

In the intervening time after the last Revdex.com reply this customer has been in touch with customer service management and an agreement to pay up from for the repair work to the customer home has been reached in the amount of $1000.00