Rockwood Shutters

We sincerely apologize for the lack of communication and installation problems with your account. Not calling to cancel or reschedule an appointment is never acceptable and we are truly sorry it happened twice in your case.  I know our senior manager of customer service has been in touch...

recently and the shutter frame was remade and installed in the home this week.  Again, we are sorry there were so many missteps in your purchase and installation process. We are reviewing your case to help us make our process better and smoother for our customers in the future. We do hope you are pleased with the new shutters as installed and will be in touch with us in the case of any further questions or concerns.

Good-afternoon,  At this time, the work has not been completed nor it is satisfactory. Since our last correspondence, we noted that the 'caps' of the blinds did not match. In addition, the representative from [redacted]  came out and noted a few other items that needed adjustments with the installation.   Rockwood is working to make the needed repairs; however, the matter is not yet resolved.  Thank you,[redacted] ([redacted]) [redacted]

Sent: Friday, December 18, 2015 7:03 AM To: drteam Cc: [redacted] Subject: Complaint #[redacted].   I'm sorry I did not respond to this - my oversight. I'm certain we have addressed this with the Customer. I will get the latest details and respond today.  Thanks, Scott

Rockwood Shutters responded to Ms. [redacted] within 24 hours of receiving her direct email, first with a phone call and then with the email pasted below.  We will follow through with these commitments.
Ms.
[redacted]:
Thank
you for taking the time to speak with me earlier today.  On...

behalf of our
team, I sincerely apologize again for the inconvenience associated with your
project.  Confirming my understanding of our conversation:
Your
Living Room shades are acceptable but are hanging crooked – our Technician will
be prepared to adjust them to your Customer satisfactionYour
Café/Kitchen shade is being reordered in its entirety, including the valance,
and will be installed on the next visitWe
will be sure to provide the Technician will be provided with installation
instructions and remote control programming instructions for the shades We
will remind the Technician to be sure to handle the shades carefullyI will process the retroactive discount per our discussionPlease
don’t hesitate to contact me directly if you have any questions, and thank you
again for your patience.  I will advise regarding timing early next week.Regards,
Scott G[redacted]|Chief Strategy Officer
Phone: [redacted]
[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 this resolution would be satisfactory to me.

[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.  
Phone call from business on 5-9-17 said that Les would be here to remove shutters on 5-11-17 between 12 & 2 P.M. He will call them to let them know he is removing their product. They in turn will refund the full purchase price to me. They will send a receipt via my email showing the credit. Credit may take 7-10 days per business rep for processing.Thank you for your help in this matter. We appreciate your help.[redacted]

Sent: Tuesday, April 18, 2017 2:17 PM Subject: Revdex.com Complaint [redacted] [...] Mr. & Mrs. [redacted] purchased shutters from us for a large bedroom window. The completed project photos showed the product was installed properly and not out of line with the specifications.  On the day after...

installation, the [redacted]’s made contact with our Customer Solutions Team stating they were unhappy with the amount of filtered light visible inside the room. They stated they wanted “zero light” similar to the store display they had seen. The store display fixture in a big box retail outlet doesn’t have sunlight behind it like a real window.  During our in home design consultation, many installation photos are shown to show the customer the finished product installed and our website contains many of the same photos that all show some amount of light filtration.  Over the course of additional conversations since the installation, we’ve explained again that shutters are a “room darkening” but not a “black out” product.  Light behaves like water in that it will filter in through clearances that are required for the shutter to function. Shutters are a louvered product, not a solid door, which is the inherent beauty it provides in the home.  The [redacted]’s continue to maintain their belief that the shutters should allow zero light and are somehow defective but this is simply not realistic as to the product’s function.  We’ve sent our Technician back to the home to meet with the [redacted]’s to explain and demonstrate the shutters again but no additional progress was made.  Jennifer [redacted] CEO & President Houston Shutters Office:  713.351.4955 Cell:  [redacted]

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.  However, please note that final delivery of product and refund as not yet occurred.   I would like to take the opportunity to say with the assistance of Ms. Marian V[redacted] from Rockwood, it has been [redacted] representative, [redacted] that has actively worked with my husband and I to resolve this matter that puts the customer first.  For that, we are appreciative of his honesty and diligence.   Once what made my husband and I furious but now chuckle is the level of incompetency displayed by the consultant, [redacted] His lack of professionalism has been costly to Rockwood, so we are hopeful that they will take preventative steps. If not, based of our experience you will have this happen to you again. My guess is that there are other unhappy customers who just haven't had the resources to pursue further.   [redacted] who we later discovered is the Dir. of Operations (or some other level of management/title at Rockwood), is the classic character of a contractor/provider that attempts to bully the customer based of a poor assumption that customer will buckle to the quality of service/product he thinks is suitable for them. Well, [redacted] was wrong, disrespectful, and incompetent.   Worst, he lies to Rockwood customers: saying that he was the only person left to discuss this matter, that being on the phone was an appropriate  matter to inspect the work of Mr. W[redacted] work, etc.  If [redacted] would have acknowledged the valid concerns we had, been helpful with providing legitimate options and had more respect in the tone in which he address me, this would not have gone as far as it did.  Instead one his many itic responses was that he never had an issue with [redacted] work before, as if that matters or is relevant to the very valid concern we had. Do and be better [redacted].  We await final delivery and refund.