Novello Home Furnishings

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint The response is not acceptable.The window/glass started to crack a couple of hours after the installation.The installer came back to see the damage and sent a glass specialist to look at it.The glass specialist confirmed that the installer had put stress on the window with the blinds screws and said the installer should have taken precautions with such a window typeHe also confirmed the installer is totally responsible for the damage.The installer's insurance has to pay for it
Regards,

Amy ***Revdex.com of Metro HoustonRefunding the shade in question$+ tax should appear on your cc statement in to business daysBlinds.com

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 left. True. But, 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 10 minutes from the minutes he entered my house to the time he left the house! I paid $50 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 installer. He 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 price. But 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 no. I am wondering why and if they do carry insurance actually?Meanwhile, my window is still broken, now 7 months in this, please understand that it has to be solved.I have never given other information than what happened exactly. The installation company has been very shady from the start.Please have them prove they carry insurance and claim the breakage through their insurance. This story has to end.Please and thank you. Kind regards,[redacted]-[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

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 3 months.   This was not giving you permission for two months and three weeks. It 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

[redacted] Houston Metro Revdex.com   We do not doubt you encountered some sort of glitch where you order was not properly transmitted into our system.   However, due to circumstances out of our control, your submission never made it to us.   We have informed you that we do not have the order in our system. Nor have you been charged for the order.   Because of this unusual situation we will honor any price difference between now and the order you were submitting.   In regard to delivery, expedited shipping is not usually warranted for such a situation.   We find our offer fair, and attempting to work with you regarding your situation.   With that being said, if not expediting will lose you as a customer, then of course, we will make the greater exception.   Your business is very important to us.   I will document this added stipulation on your prior order.   If you wish to proceed, our customer service department can help get that processed for you.   They can be reached at 1-800-505-1905/Press 3.   Sincerely,   The Blinds.com Revdex.com Team

Sent: Monday, April 17, 2017 3:16 PM Subject: RE: Complaint ID #[redacted] [...] I am working with our team that handles the installer affiliates. We do not install. We have a referral system set up for a Nation Wide Installer Network. The installers will be the responsible parties for what the customer wants done. We simply make the window treatments. As of now, I am waiting to hear back from the installation company involved. I expect to submit my reply within a couple days. [...] I hope to have something for you soon. Respectfully, Gil [redacted]

[redacted]
Light",sans-serif>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] [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

Houston Metro Revdex.com [redacted]u     This order has been refunded in full. The $1647.59 manual credit will appear on your cc statement in 5 to 7 business days.   We ask that you dispose of all the blinds as you see fit.   The Blinds.com Revdex.com team

Good afternoon,Thank you for writing and bringing this to our attention. We 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 full. We...

will try a manual credit which should take 5 to 7 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 check. This would take approx. two business weeks. If you have any questions please contact us at [redacted] [redacted]Thank you!Sincerely,Blinds.com Revdex.com team

Good morning,   The installation company reached back out to us, and they will not cover the damaged window this client has. The reasoning they provided to us was that the owner of the home should be contacting their home insurance. The window apparently cracked after the Technician left, and not due to anything the Installer did wrong. The window is old and it is hard to determine the exact reason the window cracked. The installation company is reaching out to the client and explaining this as well.   The Blind.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 30 days however the company is false 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 30 days. False advertising
Regards,

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. [Finally received the 3/8" spacers but they are the WRONG size and smaller than the mounting brackets' holes so they cannot cannot be used. However, I was able to glue two shims into 1 and use that as replacements for the spacers since I was sent 4 pairs of black shims in the past month.After putting the mounting hardware up, I was finally able to install the blinds and to my disappointment, one of the blinds had multiple tool marks on it - please see attached photo which I took last night to show the tool marks on the blinds.Please advise what you can do for this issue. Thanks.]
Regards,

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 7/14. As stated in their response, I was to receive the parts on 8/14. As of right now, I am out over $300 since I have a product that I cannot use. The 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 incompetency. I 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 fault. I just want the product that I paid for.
Regards,

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.  
Unfortunately, [redacted] is now saying that they won't be able to deliver the Blinds today and that they aren't required to because it was shipped through [redacted] Ground instead of 2-day service as Blinds.com has promised in it's resolution.  I really don't think that Blinds.com understands the impact of the mistakes of both itself and it's vendors make.  I won't actually be in town next week since I'm traveling to Hong Kong for work and the blinds installer it recommended from [redacted] was scheduled to install them today and this weekend when they would arrive.  This has been a complete mess and Blinds.com can't seem to even do what it says it will do when responding to even Revdex.com complaints.
Regards,[redacted]

[redacted] and [redacted]Houston Metro Revdex.comWe apologize for the continued problems encountered.We have refunded the blind in question and the manual credit should appear on your cc statement in 3 to 5 business days.Thank you for your patience.Sincerely,Blinds.com Revdex.com Team

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]

Hello, This order was shipped out on June 12th after a backorder delay in production. The scheduled delivery date is 6/20/17 under FedEx tracking number [redacted] Please see the link below for tracking details. [redacted]
 Best, Lacey...

M[redacted]

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 received. It 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 $450 refund this morning. The manual credit should appear on your cc statement in 5 to 7 business days.   Thank you for your patience.   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.  
 









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