Novello Home Furnishings

[redacted] Light Houston Metro Revdex.com We are terribly sorry for the continued problems encountered with your Economy Motorized Cellular Shades After reviewing the recent admin notes, I see where our customer service department responded to your latest concern and has ordered replacement battery wands for you Date: 08/20/10:CST Label: customer email and reply Agent [redacted] Hello [redacted] I hope you are having a great dayThank you for taking the time to write usI am so sorry to hear about the malfunctioned battery wandsI know you are ready to finish this project and I can understand your concernsI am happy to helpI went ahead and submitted a request to our manufacturer to have the replacement parts sent out to youYou should expect to receive the parts within 5-business days at the following address: [redacted] You should also receive an email within hours informing you of the parts request at [redacted] If you need any further assistance, please do not hesitate to contact me and I will be happy to assist youThanks Again! [redacted] Customer Service Specialist www.Blinds.com 1-800-505- -------------------------------------------------------------------------------- -----Original Message----- From: [redacted] Sent: Thursday, August 20, 8:29:AM To: Blinds.com - Customer Service Subject: Re: Damaged in shipping - Remake Request: [redacted] Dear Customer Service, Thank you for your response Unfortunately, it is not the batteriesI used lithium batteries, not under direct sunlightI used the blinds for days after installation (worked fine) and then a month later of no use (was on a trip), all lithium batteries were depleted! The blinds are defunct and non-operational as they deplete batteries without even being usedPlease send replacement if you know what the issue is (wand, blind, etc), or refund our moneyIt has been months since receipt and I still cannot use my blinds, I hope we can avoid escalation of this issueBest, [redacted] If this does not work for you, we will be happy to provide you with the option to simply donate your motorized shades to a local charity of choice and provide us with a scan or photo copy attachment of the donation receipt, we will then submit a full refund for the shades you ordered that will not work for you You are welcome to donate to Habitat for Humanity, Good Will, Salvation Army, local church, or other local charity of your choiceIt is our pleasure to offer our 100% Satisfaction Guarantee refund for a donation receipt and hope that it will work to your satisfaction in resolving the issue at hand Note: This is offered as a courtesy to avoid shipping the product back to us If you have any questions or concerns, please contact our customer service department at 1-800-505-1905/Option or [email protected] We are here to help Sincerely, Blinds.com / [redacted] Style Definitions */

[redacted] We are terribly sorry for all the problems with this order To ensure it is resolved properly we are having this shade remade for you You should receive a remake email confirmation shortly We too will refund the expedited production and shipping you paid on the original order The manual credit should appear on your cc statement in to business days Also, we have since resolved the technical issues finding your order in our system It now can be located by any agent If you encounter any further problems, or ever need assistance, please do not hesitate to contact our customer service department at 1-800-505-1905/ Press or [email protected] are here to help Sincerely, The Blinds.com Revdex.com Team

[redacted] Houston Metro Revdex.com We are terribly sorry for the backorder delay encountered with your recent purchase We know it is frustrating when a situation like this happens and we are very sorry for the excessive delay However, there is no excuse for the lack of communication and follow upNot to mention the initial misinformation we received from our vendor We are always working diligently with our vendors to avoid such occurrences so we can provide our customers with the proper expectations After reviewing all the recorded calls, emails, and notes, it appears your order has an estimated ship date of November 29th We have also requested this order be expedited when shipped by our vendor In order to compensate these unfortunate events, we would like to extend an additional $rebate towards your purchase for the added delay and poor communicationIt should appear on your cc statement within the next to business days We humbly apologize for the inconvenience Sincerely, The Blinds.com Revdex.com Team

There is no gimmick or advertisingEvery feature has a unique aspect to it Privacy, cordless, cloth tapes, valances, etcIf you were to contact us within the days our Satisfaction Guarantee would be applicable and we could have remade the blinds at no extra chargeSince it is now several months later, we are offering to split the cost of a remake with youWe find this more than fairIf you change your mind, our offer still standsSincerely,Blinds.com Revdex.com

[redacted] Light Houston Metro Revdex.com We are terribly sorry for the problems encountered with your new shutter order After reviewing our recorded admin notes, it appears we have offered to have these shutters remade for you at no charge Date: 08/19/11:CST Label: SCB = reply Agent: [redacted] Hi [redacted] I hope that your Wednesday is off to a great start! Thank you for taking the time to write me I apologize that your track shutters are not the correct sizeThe website shows you show to measure and I have included the link below: [redacted] The 100% satisfaction guarantee does not apply to measuring errorsI have included a link of the description below: [redacted] I want to you have a great experience so I will remake the panels at our costDo you want the exact height of the panels, 78"? Please advise and I will remake and send you a confirmationAs I previously stated, we will not incur the expense of your installationOnce I have your reply, I will send you a confirmationIf I can be of further assistance please contact me it would be my pleasure to assist you again! :) [redacted] We are waiting for you to confirm the exact desired size of the panels Please contact our customer service department with this information and we will help process a remake order They can be reached at 1-800-505-1905/Option or [email protected] We are here to help In regard to delivery, we too apologize for the delay in receiving your orderWe do try to provide the current average production time and shipping estimate In this case, it appears our vendor was running behind schedule We are terribly sorry for any inconvenience Sincerely, Blinds.com / [redacted] Style Definitions */

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 From the start the installation company has denied any responsibility for my broken window because they maintain that the glass was not broken at the time the installer leftTrueBut, minutes after the installer left the glass started to crack because of the stress the installation has put on the glass with drilling holes for the blinds probably a bit too close to the glass itself and in a big rush too: The installer spent minutes from the minutes he entered my house to the time he left the house! I paid $for that installation which they say will cover me in any way!After I reported the cracked glass, the installation company then sent me a glass specialist: [redacted] from [redacted] ***, as he walked in the room, before even getting close to the glass, [redacted] mentioned straight away that with this kind of window, big and old, the installer should have taken better precautions, that he should know better as they are the installerHe confirmed that the breakage was no question because of the installation[redacted] said he would be happy to do the repair and that he would give them a good priceBut he did not give me a quote, he was going to wait for them to act as they are clearly responsible.The installation company should carry insurance and their insurance should simply cover this damage they caused.I have asked the installation company from the start to get their insurance to cover the damage but for some reason they always said noI am wondering why and if they do carry insurance actually?Meanwhile, my window is still broken, now months in this, please understand that it has to be solved.I have never given other information than what happened exactlyThe installation company has been very shady from the start.Please have them prove they carry insurance and claim the breakage through their insuranceThis story has to end.Please and thank youKind regards,***- [redacted]

[redacted] Houston Metro Revdex.com We have failed you on this one, but instead of making excuses we take emails like yours to heart and work hard to learn from our mistakes While we cannot undo the inconveniences you have incurred, we can assure you that we will address these issues (internally and externally) with great diligence In order to compensate this unfortunate event, we would like to extend an additional $rebate towards your purchaseIt should appear on your cc statement in to business days We understand time was the greatest factor for you, and we failed Please accept this rebate as our effort to compensate our failures We apologize for the inconvenience this has caused you If you encounter any further problems, or ever need assistance, please do not hesitate to contact our customer service department at 800.935.7028/ Press or [email protected] are here to help Sincerely, Blinds.com Revdex.com Team / [redacted] Style Definitions */

Good afternoon,Thank you for writing and bringing this to our attentionWe are terribly sorry for the communication issues encountered while trying to address these four (4) blinds.While they were free and we cannot provide you the blinds you donated, we will refund these four shades in fullWe will try a manual credit which should take to business days to appear on your cc statement.However, if the cc transaction is too old, we will not be able to credit it back to the card used and will then have to mail a checkThis would take approxtwo business weeksIf you have any questions please contact us at [redacted] Thank you!Sincerely,Blinds.com Revdex.com team

[redacted] *** We will refund your order in fullWe have contacted the vendor to not ship the remake orderIt was just now finishing productionWe did not provide you with any dates, but we did request a rush which does not entail weekendsIn regard to the prior credit, it has been processed and we told you it would take to business days to processSee prior Revdex.com reply commentsThe full refund will take the same amount of time I'm sorry we could not help you to your satisfactionSincerely, The Blinds.com Revdex.com Team

After pulling the call it indicates you were told to call within a few days of receiving your samples and just make sure you don't wait months This was not giving you permission for two months and three weeksIt was expressed to emphasize to notify us as soon as possible As the majority of our guarantees are thirty days, it should be widely accepted you do not have an infinite amount of time We humbly apologize for such a poor experience, but you too hold some responsibility to address the issue in a timely manner Sincerely, Blinds.com Revdex.com

Sent: Monday, April 17, 3:PM Subject: RE: Complaint ID # [redacted] [...] I am working with our team that handles the installer affiliatesWe do not installWe have a referral system set up for a Nation Wide Installer NetworkThe installers will be the responsible parties for what the customer wants doneWe simply make the window treatmentsAs of now, I am waiting to hear back from the installation company involvedI expect to submit my reply within a couple days[...] I hope to have something for you soonRespectfully, Gil [redacted]

Houston Metro Revdex.com [redacted] Customer's order of blinds had blinds with issues needing addressed Regretfully, there was a delay in processing these six (6) remake blinds Customer indicates they no longer want them and wants a full refund As per our satisfaction guarantee details “ If your merchandise has been damaged in shipment, was made incorrectly, or has any manufacturer defects, notify us within calendar days after delivery to your home and we'll have the damaged merchandise either repaired or replaced at no cost to you.” Customer Comments: "When delivering a defective product and failing to resolve the issue in a reasonable and timely fashion, YOU must be liable for all customer return expenses for YOU had caused this issue in the first place." In regard to these comments, the remake order was delayed for one week On Friday October 7th we indicated they would ship on October that next Monday Customer stated they are no longer interested, and just want to return them and get their money back Despite having the remake order in process, we provided the option to donate their current working blinds to a local charity of choice and provide us a copy of the donation receipt Customer refused to donate and refused to ship product back Customer disputed with credit card and after their investigation the chargeback was closed in our favor Months after the fact they now file this complaint wanting the refund again In regard to a refund, no return tags will be issued to pay to have these blinds picked up You are responsible for shipping back the product back to us if you want a full refund As a courtesy, we provided you the option to donate your blinds in attempt to make the process easier This offer is usually very appreciated by our customers, and considered a value of their time and expense Our offer still stands, donate the working blinds to a local charity of choice, and provide us a copy of the donation receipt for a full refund You also have the option to ship the blinds back to us [redacted] Please provide us the tracking number after you have shipped back your shade to us Once we have the tracking information we will issue a credit back to your account The Blinds.com Team

Mr [redacted] Houston Metro Revdex.com Thank you for bringing this to our attention After reviewing all the recorded admin notes, I do see where we have asked for a copy of the donation receipt but have yet to receive It is obvious from your complaint you have been sending, but we have not receivedIt may possibly be due to of our email server blocking an image file due to its size Due to such an inconvenience, we will not ask you to resend again We will process your $refund this morningThe manual credit should appear on your cc statement in to business days Thank you for your patience Sincerely, The Blinds.com Revdex.com Team

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 I ordered the blinds prior to escrow closing that is why I could not respond in days however the company is advertising they know that this is the problem the customer will have with this type of blinds but no where on the website does it state that How as a customer can I know that this "could be a problem"? I expect as an honest company if you know it can happen you need to disclaim it They take no responsibility for not informing the customers on their website that this can happen I feel it is a gimmick, they get the customers money and then say you should have known and you are pass daysadvertising Regards,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12663988, and have determined that this proposed action would not resolve my complaint If Blinds.com intended for there to be a sooner date then why was the last comment made about timeframe to us on the phone was just don't take three months? We took less than two months from that phone call to make our order If a specific date for a deadline had been identified then we would have met that date but when the last thing we are told is to not take three months then that is the timeframe that was communicated to us by Blinds.com and we took less than two months Regards, [redacted]

Houston Metro Revdex.com [redacted] u This order has been refunded in fullThe $manual credit will appear on your cc statement in to business days We ask that you dispose of all the blinds as you see fit The Blinds.com Revdex.com team

[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 would be satisfactory to me Read More Customer Complaints: $(function () { $('.complaint-block a[data-toggle=collapse]').click(function () { $(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text')); }); $('.complaint-block .collapse').collapse({ toggle: }); $.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) { $(value).text($(value).attr('data-close-text')); }) });

I appreciate your reply and screenshot of our product page and example photo However, I still do not have the details as to how this was misrepresented on our [redacted] It depends on the fabric chosen and special features selected We do provide you the option for free samples prior to purchase We will this one time, split the cost of the order with you provide an additional $rebate The manual credit should appear on your cc statement in to business Sincerely, The Blinds.com Revdex.com Team

[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 would be satisfactory to me Please see attached receipt for my donation the roller shades from [redacted] *** Additionally, I would like to know how long this refund process will take.Best, [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 Today is 8/15, I have yet to receive the parts needed to install the blind I ordered a month ago on 7/As stated in their response, I was to receive the parts on 8/As of right now, I am out over $since I have a product that I cannot useThe company does not seem to understand that it is not ok to lie to a consumer and at no point should I be responsible for any part of their incompetencyI fullfilled my obligation in a timely manner as specified, they continue to pass the responsibility to [redacted] I did not pay [redacted] , I paid Blinds.com, so I don't want to hear that it is [redacted] 's faultI just want the product that I paid for Regards,