Lavish Interiors, Inc.

Initial Business Response /* (1000, 5, 2015/02/24) */
I have previously worked for three other window treatment companies and I use the same sales documentation and business practices they usedTo satisfy the customer's request, I have created two invoices and mailed them to herShe made two
purchases, one on 2/8/in the amount of $and one on 9/14/in the amount of $
In paragraph of her Complaint Activity Report, she states "I really encouraged her to purchase the Hunter Douglas Everwood 1/2" Faux Wood Blinds"This is really not true at allDuring the initial consultation on 1/7/2011, she asked me to quote Hunter Douglas Everwoods 1/2" Faux WoodsThese are not a product I encourage anybody to purchaseI quoted what she asked me to quoteShe did ask whether she should purchase the 70" wide blinds as a single width slat or a on 1, I gave her the pros and cons of both ways
I also would never push any manufacturer or product on a customer - as I certainly am aware of the negative impact of such a "push"I can offer a list of pros and cons, and offer my opinion, but the decision is with the customer, not me
In paragraph of her Complaint, she states I said "Everwoods are the heaviest in the market." This statement is not true at allI rarely sell EverwoodsI imagine I have sold units in my fourteen years of being in the window treatment industrySo, how would I know if they were the heaviest in the market? And, why would I say such a thing? I would be willing to ask Hunter Douglas to produce sales reports showing that I have only sold this quantity in my fourteen years in this industry!
For the record, in the initial phone call from the customer, she told me that only one of the four had a bowing issueHowever, she wanted all of them replaced because she knows problems are likely to happen in the future
Prior to 4/1/2014, Hunter Douglas Everwoods were made at a factory in Lafayette, INThis factory would only do remakes exactly as per the original orderAnd with this factory, the Hunter Douglas warranty did not include bowing, only warpingThis factory produced both orders of her Everwoods and would not remake them as bowing was not a warranty issue and certainly would not remake them as a on
Since 4/2/2014, Hunter Douglas Everwoods are made in Broomfield, COAlthough, this factory did not even make her blinds, they are willing to remake them because Everwoods now have a lifetime warranty due to bowingThey are also a lot more lenient in the rules and will make them as a on
I asked the customer to contact Hunter Douglas Consumer Affairs because this bowing issue was out of my hands, given it was not under warrantyIt has been my experience that Consumer Affairs has bent the warranty rules, depending on the situationThe customer service agent in Consumer Affairs, thoroughly shared with me the conversations between herself and the customerConsumer Affairs and I also confirmed that "we were on the same page" in regards to the warranty and what Hunter Douglas will and will not do to resolve this issueShe stated that although the Hunter Douglas Broomfield factory did not make her blinds back in 2011, and in the warranty did not include bowing, Hunter Douglas Broomfield will remake the blinds, even as a on Customer has had this information since mid-January This order is currently On Hold and is awaiting the customer's authorization to release the order
Consumer Affairs also stated they would have their legal department send a letter stating what Hunter Douglas is willing to do to help this customer and that Lavish Interiors is in no way legally obligated to provide any other type of window treatment(as the customer is demanding)
In the Consumer's Desired Resolution, she wants Lavish Interiors to provide her with a different type of window treatment, not the Everwoods 1/2" Faux Wood Blinds that she originally orderedHunter Douglas does not have a warranty that includes "making new blinds of your choice"The warranty states it will make "like" product, meaning the same material, color, and size
As for the warranty information, I can do a print screen of the warranty that is on my website and mail this to herThe up to date warranty information is not only found on my website, but also on www.hunterdouglas.comThe warranty changes and therefore the update to date information can be found onlineThis was thoroughly explained to her numerous times on the phone and via email
Lavish Interiors has done their job to communicate the process to the customer, has operated business practices according to the Hunter Douglas dealer guidelines and stated warranties
Initial Consumer Rebuttal /* (3000, 7, 2015/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the communication back from Lavish Interiors
As soon as I receive the invoices of my items purchased, I will be happy with that issue resolved
I still have deep concerns about the products I received and Lavish Interiors business ethicsLavish Interiors Is flat out lying about the things she has said to me and the products recommended and for that I can not say this issue is resolvedI have voicemails from her directly stating that "She knows exactly what blinds I am talking about and that they are the heaviest on the market, and that bowing is in fact not a warranty issue and to contact Hunter Douglas" which I did and is why we are hereI DID not have a clue nor specifically asked for Hunter Douglas Everwood BlindsWe did not know which products she sold as she was recommended to us from our builderHow would I know to ask for that specific of an item
Business ethics and communication are poor, to say it nicelyThe information listed above about where the products were made and how that has changed, etc was NEVER once communicated to meThe only thing that was said was that Hunter Douglas would remake the product and that we could put on rail but that did not solve my concern of this happening again in the futureWhich is why I was asking for a different product all together because this is clearly defectiveI was told by Hunter Douglas the Lavish Interiors could in fact replace the product but that would cost her money, which is not something she is willing to doI don't feel as though I received a quality product from th dealer of th manufacturer for the $we spentThe bowing was happening on of the blinds and not yet on the 3rd one, which is the blind that was ordered at a different date, thus having less wear on it so far, but is clearly bound to happen with the make of this product that we have had for just under years or less
Final Business Response /* (4000, 11, 2015/03/10) */
The customer has stated that "I am a liar" and that she has a voicemail from me saying Hunter Douglas Everwoods are the heaviest on the market"This simply is not trueAs stated in my previous response, I would have absolutely no idea if Hunter Douglas Everwoods were the heaviest in the marketI would have no means, no facts - to know whether they were the heaviest in the marketHowever, I would highly doubt they are the heaviest in the marketIf they were the heaviest in the market, why would I sell them? What is true is that faux woods are the heaviest window treatmentPerhaps this is where the consumer is getting confused
Prior to me submitting my response to Revdex.com on 2/24/2015, I forwarded a copy of my response to the National Sales Manager and Regional Sales Manager to confirm everything I was stating regarding the change in the warranty and change in materials was accurateThey confirmed it was 100% accurateHunter Douglas has changed materials in the Everwoods and therefore, the lifetime warranty was changedOnce again, even though the customer's blinds were made prior to the change the warranty, Hunter Douglas Consumer Affairs, Customer Service, and I have all told her numerous times they will remake the blinds
Since the time the consumer has received my response from the Revdex.com, the consumer has contacted Hunter Douglas Consumer Affairs again stating she is still not satisfied with the resolution to remake her Everwoods in the new materialHer complaint has now gone to upper management of Consumer AffairsThey have now offered to remake all of her Everwoods in a cellular shade fabric - and this is the their final offer they are willing to extend to the customer to resolve this issue
The consumer has been mailed the itemized invoices as well as a copy of the warranty on 2/24/As of 2/25/15, the consumer had not had received these documents in the mailI presume she received them on 2/26/
I have been in the window treatment business for fourteen years and I consider myself to be 100% honest and ethical in my business practices and business deals with customers as I certainly would not want to invite these issuesI handled this sale and this complaint per the dealer agreement and protocol I have with Hunter Douglas