Stoneside Blinds & Shades

Good Morning, Our customer [redacted] had escalated her concerns to my Customer Service department around the last couple weeks of August and were able to refund her for a portion of her orderWe agreed to do a refund of $3,370.10, this refund was processed on 9/6/and informed the customer this can take 3-days to appear on her card from the date it was processed which was 9/6/ Ultimately the customer was not happy with a few of the shades on her orderOur Warranty and Customer Approval form does state; because this is a custom product we do not do do returns or refunds We do offer to re-select either another product or another fabric/material, Teresa did not want to do that We did agree after trying to give other product options to go ahead and refund $3,which was the value of the shades she was not happy with Again this refund was processed on 9/6/ Please let me know if there are any further questions or concerns.Thank you kindly, [redacted] [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/16) */ Dear [redacted] ***, Thank you for taking the time to communicate to us why our products/services did not meet your expectationsWe have every desire to address your needs and provide the best solution available to resolve your issue as soon as possibleWe are committed to providing excellent customer service, and our goal is to insure every customer is happy with our products and services We have been in contact regarding your concerns and am happy we have found a solution to the issues you've hadWe have confirmed with you that you now have all of the correct productsWe also have processed a refund of the installation fee due to the issues you've experienced with our productsI appreciate the feedback you have provided we are always looking for ways to improve our processes and am happy we were able to find a solution that meets our goal of making sure every customer is happy Please accept our sincerest apology for any trouble or inconvenience we have caused youAgain, we highly appreciate your feedback as it will assist us in becoming better at what we doFeel free to reach out to me directly with any further inquiries, questions or issuesIt's our goal to retain you as a satisfied customer and will hope to serve you again in the future Thank you, [redacted] Customer Experience Team Manager, Stoneside Blinds and Shades [redacted] @stoneside.com XXX-XXX-XXXX - [redacted]

Good Morning, Our customer [redacted] had escalated her concerns to my Customer Service department around the last couple weeks of August and were able to refund her for a portion of her order. We agreed to do a refund of $3,370.10, this refund was processed on 9/6/2017 and informed the...

customer this can take 3-14 days to appear on her card from the date it was processed which was 9/6/2017.  Ultimately the customer was not happy with a few of the shades on her order. Our Warranty and Customer Approval form does state; because this is a custom product we do not do do returns or refunds.  We do offer to re-select either another product or another fabric/material, Teresa did not want to do that.  We did agree after trying to give other product options to go ahead and refund $3,370.10 which was the value of the shades she was not happy with.  Again this refund was processed on 9/6/2017.  Please let me know if there are any further questions or concerns.Thank you kindly,[redacted]
[redacted]
[redacted]  [redacted]

Initial Business Response /* (1000, 5, 2015/10/16) */
Dear [redacted],
Thank you for taking the time to communicate to us why our products/services did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as...

possible. We are committed to providing excellent customer service, and our goal is to insure every customer is happy with our products and services.
We have been in contact regarding your concerns and am happy we have found a solution to the issues you've had. We have confirmed with you that you now have all of the correct products. We also have processed a refund of the installation fee due to the issues you've experienced with our products. I appreciate the feedback you have provided we are always looking for ways to improve our processes and am happy we were able to find a solution that meets our goal of making sure every customer is happy.
Please accept our sincerest apology for any trouble or inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at what we do. Feel free to reach out to me directly with any further inquiries, questions or issues. It's our goal to retain you as a satisfied customer and will hope to serve you again in the future.
Thank you,
[redacted]
Customer Experience Team Manager, Stoneside Blinds and Shades
[redacted]@stoneside.com
XXX-XXX-XXXX - [redacted]