Complaint: ***
I am rejecting this response because:Hi. I would like to just show the proof of my pointI approached Royal Window fashion to get their expertise and professional work on my windows and all I received is disappointment and mental torture. The *** keeps twisting the truth and insisting that they are experts and I keep telling them to change the product but as a matter of fact I never received what was promised and at the end it's not about money it's about ethics and professional attitude that has been lacking from the very first day when they took the order not clearing everything and not mentioning how the end product could turn out depending on the fabric and designThis is where experience counts and I wonder how they have been in business for so long*** did tell me of has personal ordeals and the fact that he wasn't able to watch the business very well( I would have never mentioned this if he hadn't commented on personal level)This would be my last response.
Regards,*** ***
I am in receipt of *** ***'s complaintOur company listened to this customer very thoroughly in order to completely understand her wishesShe did come to our showroom to choose the fabric that she wanted for a "casual swag" to go along the top and sides of her family room window
Our salesman demonstrated how the fabric would flow along the drapery rodThe customer was in agreement and made a deposit on the jobWe assembled the product to her specifications and installed the productShe did not approve of the finished productShe wanted the product to come down the sides of the windows more fullyCasual swags normally do not flow to the bottoms of the windows as she now wantedThe only way to find more fabric without charging her was to use some of the self-lined fabric as additional fabricSo we did and then she complained that the fabric did not have any black-out propertiesCasual swags that run as wide as her windows run do not have black-out lining fabric sewn onto themIt was physically impossible to build what she describedI then visited *** ***We agreed that our company would add a light weight liner to the back of her fabricShe approved the fabricThis process took multiple trips to her homeWe made the product again and for the 3rd time each time making changes approved by this customerWe installed this productI would like to send you pictures but as of right now I haven't been able to figure out how to do this for youThe product installed looked beautifulMy installer asked *** *** for the completion of her payment and she said that "we made her wait a long time and that she was not going to pay ou installer and that she intended to make us wait for payment." Time went on and I sent *** *** a letter discussing our company's only course of action should she not pay within a reasonable timeImmediately I received a phone call from herI went to her home expecting payment and she brought up more complaints about "wrinkles" and how the fabric hung on the sides of the windowsThey did not look unusual for the type of fabric that this lady choseI explained to *** *** that the product could not be ironed or steamed due to the nature of the fabricI told her that the treatments looked good in her windows and that if she would allow the fabric to hang on its own without disturbing it, then it would probably look better to herShe did pay the final payment to me at this time. *** *** is PakistaniI undrestand that a friend asked her if she had "made the treatments herself"I know that she was insulted by this question as though her friend was not impressedPerhaps this a cultural issue.I am sorry that *** *** is not happyIn a rage she took down the drapes and demanded her money back We made three different and costly attempts to build the product she requestedEach time we were careful to build quality for herWe never charged her for any additional work even though each time she changed her mind we tried to address her requestsWe know that when we left her home the 3rd time the product looked very good. Our salesman has years in the industry and our installer has been installing product for yearsBoth individuals believe that we tried as hard as anyone could possibly have tried to help herBut..., when she grabbed the treatments from the drapery poles and piled them, then how can we assist her any moreI am open to a reasonable suggestion
*** *** is unhappy with what she terms, "the unprofessional appearance" of the casual swags that she ordered from our companyShe states that we left the product wrinkled at the time of completionShe also states that she paid the balance due to our company only after I came to her property and acknowledged their wrinkled appearance but promised to "steam" out the wrinklesShe unfortunately also is offended that I suggested that perhaps there might be some "cultural" barrier in this situation in that a "friend" of hers viewed the completed work and asked "if she had made the casual shades herself". Royal Window Fashions has made drapery treatments of all types for more than yearsjust to name a few customers we make draperies for the Alamo, the San Antonio Spurs, the Wyndham Properties, builders in the Parade of Homes, and many more very satisfied homeowners in this area *** *** came to our showroom and chose the fabric that she wished us to useShe had a very wide double window and also insisted that there be no boards in the treatment to secure the look that she wantedWe made the product as per her request and she did not like the fact that the "sides" were "not satisfactory." We brought the product back at no cost to the customer and "let out some of the yardage" so that there could be more face fabric to the sidesShe again was not satisfied because now she believed the product to be too "thin." Again, I went to the home and offered to install a liner to the fabricShe approved the fabric liner, and again at no cost to her, Royal built the product as she requestedUpon completion of the work for the 3rd time, our installer asked her for payment for the completed and finished productShe told the installer that, "she had waited a long time for her drapery to be made and finished and that now Royal can wait to get paid." After patiently waiting for a month and not having received payment, our company wrote a letter to *** *** advising that we were going to seek other methods in being paid for our unpaid for workShe called me and asked that I come to her homeAt her home she made the final payment and then started to discuss the fact that she did not "like the finished product." I told her that I would see if steaming the product in place would be the solutionI found that the fabric could not be steamed and then have the desired effectOur installer, who has years experience and our salesman, who has years experience told her that the product needed to "hang for a period of time" and then the wrinkles would significantly diminish Within weeks of my visit to her home, *** *** took down the draperies and is now asking for redressShe is particularly upset that a friend had asked if she had made the draperies herselfI know that sometimes people do not mean such a statement in a a negative way, but she took it that way Unfortunately, *** *** chose to tear down the draperies from the windows and stack them somehow and now expects our company to come pick them up and start all over againAnd surely do this once again at no cost to herI had to make the decision, the the drapery treatment that she wanted and told us to build was not going to make her satisfiedI did advise her that ,at this point, I could not refund her moneyWe were more than reasonable with her, we did all we could different times at our cost to satisfy her. We took pictures of the final product in her home the day she refused to pay for our workThe product looked as she had described having wanted and looked as good as possibleThe product was built as she wanted different timesIf she truly hated the work, she should have not paid usIf she truly hated the work, she should not have told our installer that she would make us wait for final paymentIf she wanted us to constructively help her, then she should not have torn down the draperies from the window
Complaint: [redacted]I have video and pictures that I want to attach to this letter but it's not working. Plz tell me another way to send those to u.
I am rejecting this response because:the business is making false statements regarding our conversations. The last trip [redacted] made to my house was a request from me for him to come and take a look at the job done by his business. He arrived not expecting the wrinkled fabric and unprofessional look on the draperies. He promised my saying that if I trust him I should make a payment and he will send the steamers to take care of the wrinkled fabric and also will come up with the solution to finish the look better. That meeting was on oct 28th and I waited 3 weeks before calling him and asking about his promise. That's when he completely refused to take any actions. I am really disappointed at his prejudice about me being pakistani and taking my friends comments out of context. The way drapes looked it looked like completely unprofessional and I would not accept any such thing after paying so much money.
Regards,[redacted]
[redacted]
Complaint: ***
I am rejecting this response because:Hi. I would like to just show the proof of my pointI approached Royal Window fashion to get their expertise and professional work on my windows and all I received is disappointment and mental torture. The *** keeps twisting the truth and insisting that they are experts and I keep telling them to change the product but as a matter of fact I never received what was promised and at the end it's not about money it's about ethics and professional attitude that has been lacking from the very first day when they took the order not clearing everything and not mentioning how the end product could turn out depending on the fabric and designThis is where experience counts and I wonder how they have been in business for so long*** did tell me of has personal ordeals and the fact that he wasn't able to watch the business very well( I would have never mentioned this if he hadn't commented on personal level)This would be my last response.
Regards,*** ***
I am in receipt of *** ***'s complaintOur company listened to this customer very thoroughly in order to completely understand her wishesShe did come to our showroom to choose the fabric that she wanted for a "casual swag" to go along the top and sides of her family room window
Our salesman demonstrated how the fabric would flow along the drapery rodThe customer was in agreement and made a deposit on the jobWe assembled the product to her specifications and installed the productShe did not approve of the finished productShe wanted the product to come down the sides of the windows more fullyCasual swags normally do not flow to the bottoms of the windows as she now wantedThe only way to find more fabric without charging her was to use some of the self-lined fabric as additional fabricSo we did and then she complained that the fabric did not have any black-out propertiesCasual swags that run as wide as her windows run do not have black-out lining fabric sewn onto themIt was physically impossible to build what she describedI then visited *** ***We agreed that our company would add a light weight liner to the back of her fabricShe approved the fabricThis process took multiple trips to her homeWe made the product again and for the 3rd time each time making changes approved by this customerWe installed this productI would like to send you pictures but as of right now I haven't been able to figure out how to do this for youThe product installed looked beautifulMy installer asked *** *** for the completion of her payment and she said that "we made her wait a long time and that she was not going to pay ou installer and that she intended to make us wait for payment." Time went on and I sent *** *** a letter discussing our company's only course of action should she not pay within a reasonable timeImmediately I received a phone call from herI went to her home expecting payment and she brought up more complaints about "wrinkles" and how the fabric hung on the sides of the windowsThey did not look unusual for the type of fabric that this lady choseI explained to *** *** that the product could not be ironed or steamed due to the nature of the fabricI told her that the treatments looked good in her windows and that if she would allow the fabric to hang on its own without disturbing it, then it would probably look better to herShe did pay the final payment to me at this time. *** *** is PakistaniI undrestand that a friend asked her if she had "made the treatments herself"I know that she was insulted by this question as though her friend was not impressedPerhaps this a cultural issue.I am sorry that *** *** is not happyIn a rage she took down the drapes and demanded her money back We made three different and costly attempts to build the product she requestedEach time we were careful to build quality for herWe never charged her for any additional work even though each time she changed her mind we tried to address her requestsWe know that when we left her home the 3rd time the product looked very good. Our salesman has years in the industry and our installer has been installing product for yearsBoth individuals believe that we tried as hard as anyone could possibly have tried to help herBut..., when she grabbed the treatments from the drapery poles and piled them, then how can we assist her any moreI am open to a reasonable suggestion
*** *** is unhappy with what she terms, "the unprofessional appearance" of the casual swags that she ordered from our companyShe states that we left the product wrinkled at the time of completionShe also states that she paid the balance due to our company only after I came to her property and acknowledged their wrinkled appearance but promised to "steam" out the wrinklesShe unfortunately also is offended that I suggested that perhaps there might be some "cultural" barrier in this situation in that a "friend" of hers viewed the completed work and asked "if she had made the casual shades herself". Royal Window Fashions has made drapery treatments of all types for more than yearsjust to name a few customers we make draperies for the Alamo, the San Antonio Spurs, the Wyndham Properties, builders in the Parade of Homes, and many more very satisfied homeowners in this area *** *** came to our showroom and chose the fabric that she wished us to useShe had a very wide double window and also insisted that there be no boards in the treatment to secure the look that she wantedWe made the product as per her request and she did not like the fact that the "sides" were "not satisfactory." We brought the product back at no cost to the customer and "let out some of the yardage" so that there could be more face fabric to the sidesShe again was not satisfied because now she believed the product to be too "thin." Again, I went to the home and offered to install a liner to the fabricShe approved the fabric liner, and again at no cost to her, Royal built the product as she requestedUpon completion of the work for the 3rd time, our installer asked her for payment for the completed and finished productShe told the installer that, "she had waited a long time for her drapery to be made and finished and that now Royal can wait to get paid." After patiently waiting for a month and not having received payment, our company wrote a letter to *** *** advising that we were going to seek other methods in being paid for our unpaid for workShe called me and asked that I come to her homeAt her home she made the final payment and then started to discuss the fact that she did not "like the finished product." I told her that I would see if steaming the product in place would be the solutionI found that the fabric could not be steamed and then have the desired effectOur installer, who has years experience and our salesman, who has years experience told her that the product needed to "hang for a period of time" and then the wrinkles would significantly diminish Within weeks of my visit to her home, *** *** took down the draperies and is now asking for redressShe is particularly upset that a friend had asked if she had made the draperies herselfI know that sometimes people do not mean such a statement in a a negative way, but she took it that way Unfortunately, *** *** chose to tear down the draperies from the windows and stack them somehow and now expects our company to come pick them up and start all over againAnd surely do this once again at no cost to herI had to make the decision, the the drapery treatment that she wanted and told us to build was not going to make her satisfiedI did advise her that ,at this point, I could not refund her moneyWe were more than reasonable with her, we did all we could different times at our cost to satisfy her. We took pictures of the final product in her home the day she refused to pay for our workThe product looked as she had described having wanted and looked as good as possibleThe product was built as she wanted different timesIf she truly hated the work, she should have not paid usIf she truly hated the work, she should not have told our installer that she would make us wait for final paymentIf she wanted us to constructively help her, then she should not have torn down the draperies from the window
Complaint: [redacted]I have video and pictures that I want to attach to this letter but it's not working. Plz tell me another way to send those to u.
I am rejecting this response because:the business is making false statements regarding our conversations. The last trip [redacted] made to my house was a request from me for him to come and take a look at the job done by his business. He arrived not expecting the wrinkled fabric and unprofessional look on the draperies. He promised my saying that if I trust him I should make a payment and he will send the steamers to take care of the wrinkled fabric and also will come up with the solution to finish the look better. That meeting was on oct 28th and I waited 3 weeks before calling him and asking about his promise. That's when he completely refused to take any actions. I am really disappointed at his prejudice about me being pakistani and taking my friends comments out of context. The way drapes looked it looked like completely unprofessional and I would not accept any such thing after paying so much money.
Regards,[redacted]
[redacted]