I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards, [redacted]
Rebuttals from Consumer on 9/14/2015:1. The Vendor states on their website "NEVER Take your own deductions. The factory will take necessary deductions and allowances." (exhibit A). Therefore, actual dimensions were provided. The blind valence claim.is repeated in the Vendor's claim #3 and is addressed in detail in #3 below. The Vendor stated in an email on 7/20/2015 that "They were all ordered as IB inside mount and the manufacturer will deduct 3/8 off the measure you sent us." (exhibit B)The pictures emailed to the Vendor on 7/21/2015 (exhibit C) show the received blinds as 58% for blinds with dimensions inputted on the order of 58%" (exhibit D). This is why the blinds cannot fit into the window frames and cannot be installed. My question to the Vendor is if the order was made correctly then why are there any blinds received at 58%'' because that is not equal to the 3/8" deduction of any blind dimensions listed on the order? The largest entered dimension on the entire order was 58 7/8".2. I do understand that the blinds are made custom, so why were custom blinds not received if the correct dimensions were inputted. I am not asking for a change of my inputted dimensions. I am asking for the correct deductions of 3/8" to be removed from the blinds as stated would be removed. Rebuttal #1 and the pictures in exhibit C show that incorrect deductions were taken. I received blinds and valences (not to be confused with valence returns) that needed to be cut by the consumer as the proper deductions were not taken. My question to the Vendor is why do custom blinds require the blind and valence to be cut if they areadvertised as custom?3. I never questioned the issue as a measurement issue on my end, as I have installed blinds from reputable online vendors on 9 other rental properties without issue. My exact words were "The blinds were cut too large" and "The valence is too wide for the rail" (exhibit E). This is clear on what the issues are and that the items were not as described. Because the text of "not as described" was not paraphrased does not mean that the problems were not clearly described as to what made the items different than what was advertised. My question to the Vendor is where did I question my measurements in any correspondences? The Vendor was provided picture proof of the issues on 7/20/2015 (exhibit E), 7/21/2015 {exhibit C) and 7/23/2015 (exhibit H). I don't understand how much more clearly I can display the issues as the pictures were provided to the Vendor in a large format with a measuring tape included.The reason that I did not have the valences remade is because the Vendor is stating that the valences (not to be confused with valence returns) "should have come 1/4" larger than the ordered width" (exhibit F), which is still too large for any inside mounted blind. My question to the Vendor is how do you attach a blind valence that is W' larger than the window frame opening onto an inside mounted blind on a 5 3/8" deep window frame (exhibit J- actualpicture from the subject Property)? Please provide a sample picture with a tape measure next to each item if the Vendor claims that this is possible while having the blind sit flush against the window. Otherwise, the blinds would have a box effect when looking at the blind from the outside in and would allow huge light gaps as the blinds cannot sit flush against the windows. My question to the Vendor is, if the order was made correctly then why are the valences showing nearly 62"(exhibit G) when there is not a single blind dimension entered into the order (exhibit D) within %" of 62"? The largest entered dimension on the entire order was 58 7/8".4. Again, the Vendor sending oversized valences (not valence returns) a second time would not rectify the issue. The website does state that valence returns (not to be confused with the valence itself) would have to be cut, which is not the issue at hand. The issue is that the blinds and valences (not valence returns) need to be cut. Neither of which are listed as being a requirement. These are supposed to be custom blinds and not blinds that you receive a generic size for and have to do all of the cutting. I could have gone to [redacted] if I wanted generic blinds and valences to cut myself. 5. The Vendor was clearly provided pictures and statements of the issues, but is choosing to deny their mistakes rather than fixing the issue. I am open to having a refund or the entire order made correctly and not with the valences (not valence returns) still being oversized. I am no longer open to trying to repair any part of the Vendor's mistake with additional labor on my end as the company needs to take responsibility for their mistakes and not rely on the consumer to carry the burden. Not once did I state that I was unhappy with the quality of the blinds. I am unhappy with the incorrectly cut blinds and valences. My question to the Vendor is where did I state that I was unhappy with the quality of the blinds or attempt to obtain a different quality blind? SummaryI believe my rebuttals above clearly demonstrate that the order was produced incorrectly and that the Vendor does not have a proper method to rectify the situation as they still insist on sending oversized items that cannot be properly mounted. My question to the [redacted] representative is have you ever seen an inside mounted blind with available space inside the window frame to mount the valence that chose to mount the valence on the outsideof the window frame as sampled in exhibit J? The Vendor is asking that I mount my blinds and valences in this manner with both oversized blinds and valences. The clips that attach the valence (exhibit K) to the inside mounted blind rail have no way of making contact with the blind rail even if the Vendor cut the valences W' larger as they suggested. I believe the Vendor is just trying to develop excuses rather than admit fault. I have never seen blinds shipped in this manner in my last 9 blind installs. I believe the only course of action is to go ahead and process the claim against the Vendor as: a) The Vendor has no plan to make the blinds or valences properly even after showing and clearlydescribing the issues to them b) The Vendor is not willing to refund me on their own accord Sincerely, [redacted]
1. Customer ordered custom blinds at his own accord through our online websitewww.BiindsExpress.com. 7/8/15 (Order attached -A). As stated directly in the product information and...
on his order, deductions are taken on the products by the factory from the size provided. It is also noted that the valances (the parts that come to cover the hardware at the top of the blind) come with two sizes of returns customer that customer can cut to fit. (See A)2. Before a consumer can proceed with a secure online order they have entered, they MUST click on the ordering disclaimer page before the cart will process the order on their credit card. (See B for an example of this screen in the process). This consumer clicked the ordering disclaimer which tells us that he has read the disclaimer and understands that the products are made custom to what he tells us.3. The consumer did not contact us claiming the product was "not as described". He said there were issues with the fit and the valances. Initially he was not sure if it was an error on his end(measuring) or on the manufacturing end. As noted in the disclaimer, we require picture proof(or we can pick up items for inspection) before remaking product. We asked for pictures showing the issues and in-corrections. The consumer's pictures did not show the issues he was explaining. He decided that his issue was with the valances and asked us to remake them all a different way than was ordered. At one point we offered remaking the valances and any blind she needed as long as he could show us and provide a list of what actually came incorrect (each size of the headrails). This is simply for us to be sure the factory made the errors .. We had sent him a very descript email 7/21/15 (Attachment E) requesting what actually came wrong to tryand start a remake. We asked for the head rails sizes so we knew what the errors were that came and how many. He emailed back as shown not providing that, but simply stating he would"grind" the head rails himself and was more concerned about the valance parts which are not something that comes attached to the blinds themselves. Since f.e would not provide what the sizes actually came for us to determine error, we assumed that perhaps the consumer made errors. He did admit that this was for a "job" of his. So we are not clear if this is for his home, a project he is responsible for, or if he is a re-seller.4. Grinding the shades would not have been necessary if he could have sent over the info needed to know if they were truly made wrong. All communications via email are attached regarding the issues he was describing. In order to help him or remake something, we need specific info to give to the factory.5. As of today, we have not heard back via phone or email with the information to help him further. We did get a charge back for his order amount. His bank sided with us and reversed the chargeback showing they felt we did everything we could to rectify the situation.6. The products are made to spec according to how the consumer ordered. We did not issue an RGA to the consumer as this is still in the process of collecting proof from him of what was sent incorrect. His complaint about the valances having to be cut refers to the order note on the order info in plain print" Norman will send two valance returns% and 2 inch-customer can cut to size" right on his order and in black and white in the product info.We would have been happy to assist him in remaking the products that came wrong if he had simply provided us the picture proof and the measurements that actually came. Thus far the photos and info he sent are not clear or showing what the issue is. He did not reply to the final email that would have been able to tell us what came wrong and what needed to be remade. We have to be able to have the opportunity to collect the information and remake the product per our disclaimer. Since it is a large order with many similar sizes, we need to be clear on what actually came correct and what did not come correct so we do not remake the wrong products for him. We do not feel his complaint regarding our company is fair. We were willing to help the consumer if he had replied back as to what size head rails came. We have offered him fair suggestions to help rectify the situation and would remake what was needed if he was able to provide proof of the factory errors. However, if the consumer made measuring errors, no-charge remakes would not help his situation. If he had made errors in g and notified us of this, we also offer "oops" discounts on re-orders. Unfortunately, we can not remake products at different sizes due to customer errors. Since we have not had any further replies from consumer, we feel this may be the case. Thank you for your time.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The references the business made in its response to its website are new (as of yesterday) and after I made my order and submitted my complaint. The business appears to have updated its website in order to correct its error and misinformation. But, this was information was not available to me at the time of my purchase. The business should still refund me the amount of on my bill identified as "shipping" because when I placed my order, the business clearly stated on its website that shipping was free of charge and there was no sales tax. An ex post correction does not correct the misinformation they provided me at the time of my order.
Regards,
[redacted]
Thank you for your feedback. Our Customer Service associate explained to the individual that called today that due to brand new tax/handling fee policies, one of our vendors has required us to collect and pay California sales tax/handling fees on their products shipping to California. There is...
general explanation of this in our "Frequently asked questions" page at this link and available when on our website. http://www.blindsexpress.com/static/faq.jsp#4. It is also in the ordering disclaimer that pops up for customers to read and approve prior to ordering. Both explain the need to charge NY Sales tax (where our business resides) and now partial taxes/handling tax for [redacted] and [redacted] brand products to California. Being a tax policy imposed on those vendors, we have to abide. We do acknowledge in those sections that the charge comes up under "handling charges". This is due to the fact that our site is set up for New York State sales tax and since California has labeled this a handling tax, we thought it better to appear in the handling section of charges.
Once a consumer processes an order, within seconds, they receive a full receipt for them to look over in case there are any questions on prices or charges. We did not receive a call or email from the account holder [redacted] after she placed her order. They are due to arrive to her chosen shipping address on Thursday of this week.
Since this is is a tax, not a profit we are not able to refund this amount. It has been made as ordered and has shipped within the defined time frame on our site. We do appreciate the writer's feedback and will most definitely discuss the possibility of confusion or the possibility of making the message more clear for consumers. Once the order is received by the consumer, if anything is damaged or in error from what she originally ordered, we will be happy to take care of it if the need arises. As always, we try to appease any and all sales issues, customer service issues as fairly as possible. Thank you.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards, [redacted]
Rebuttals from Consumer on 9/14/2015:1. The Vendor states on their website "NEVER Take your own deductions. The factory will take necessary deductions and allowances." (exhibit A). Therefore, actual dimensions were provided. The blind valence claim.is repeated in the Vendor's claim #3 and is addressed in detail in #3 below. The Vendor stated in an email on 7/20/2015 that "They were all ordered as IB inside mount and the manufacturer will deduct 3/8 off the measure you sent us." (exhibit B)The pictures emailed to the Vendor on 7/21/2015 (exhibit C) show the received blinds as 58% for blinds with dimensions inputted on the order of 58%" (exhibit D). This is why the blinds cannot fit into the window frames and cannot be installed. My question to the Vendor is if the order was made correctly then why are there any blinds received at 58%'' because that is not equal to the 3/8" deduction of any blind dimensions listed on the order? The largest entered dimension on the entire order was 58 7/8".2. I do understand that the blinds are made custom, so why were custom blinds not received if the correct dimensions were inputted. I am not asking for a change of my inputted dimensions. I am asking for the correct deductions of 3/8" to be removed from the blinds as stated would be removed. Rebuttal #1 and the pictures in exhibit C show that incorrect deductions were taken. I received blinds and valences (not to be confused with valence returns) that needed to be cut by the consumer as the proper deductions were not taken. My question to the Vendor is why do custom blinds require the blind and valence to be cut if they areadvertised as custom?3. I never questioned the issue as a measurement issue on my end, as I have installed blinds from reputable online vendors on 9 other rental properties without issue. My exact words were "The blinds were cut too large" and "The valence is too wide for the rail" (exhibit E). This is clear on what the issues are and that the items were not as described. Because the text of "not as described" was not paraphrased does not mean that the problems were not clearly described as to what made the items different than what was advertised. My question to the Vendor is where did I question my measurements in any correspondences? The Vendor was provided picture proof of the issues on 7/20/2015 (exhibit E), 7/21/2015 {exhibit C) and 7/23/2015 (exhibit H). I don't understand how much more clearly I can display the issues as the pictures were provided to the Vendor in a large format with a measuring tape included.The reason that I did not have the valences remade is because the Vendor is stating that the valences (not to be confused with valence returns) "should have come 1/4" larger than the ordered width" (exhibit F), which is still too large for any inside mounted blind. My question to the Vendor is how do you attach a blind valence that is W' larger than the window frame opening onto an inside mounted blind on a 5 3/8" deep window frame (exhibit J- actualpicture from the subject Property)? Please provide a sample picture with a tape measure next to each item if the Vendor claims that this is possible while having the blind sit flush against the window. Otherwise, the blinds would have a box effect when looking at the blind from the outside in and would allow huge light gaps as the blinds cannot sit flush against the windows. My question to the Vendor is, if the order was made correctly then why are the valences showing nearly 62"(exhibit G) when there is not a single blind dimension entered into the order (exhibit D) within %" of 62"? The largest entered dimension on the entire order was 58 7/8".4. Again, the Vendor sending oversized valences (not valence returns) a second time would not rectify the issue. The website does state that valence returns (not to be confused with the valence itself) would have to be cut, which is not the issue at hand. The issue is that the blinds and valences (not valence returns) need to be cut. Neither of which are listed as being a requirement. These are supposed to be custom blinds and not blinds that you receive a generic size for and have to do all of the cutting. I could have gone to [redacted] if I wanted generic blinds and valences to cut myself. 5. The Vendor was clearly provided pictures and statements of the issues, but is choosing to deny their mistakes rather than fixing the issue. I am open to having a refund or the entire order made correctly and not with the valences (not valence returns) still being oversized. I am no longer open to trying to repair any part of the Vendor's mistake with additional labor on my end as the company needs to take responsibility for their mistakes and not rely on the consumer to carry the burden. Not once did I state that I was unhappy with the quality of the blinds. I am unhappy with the incorrectly cut blinds and valences. My question to the Vendor is where did I state that I was unhappy with the quality of the blinds or attempt to obtain a different quality blind? SummaryI believe my rebuttals above clearly demonstrate that the order was produced incorrectly and that the Vendor does not have a proper method to rectify the situation as they still insist on sending oversized items that cannot be properly mounted. My question to the [redacted] representative is have you ever seen an inside mounted blind with available space inside the window frame to mount the valence that chose to mount the valence on the outsideof the window frame as sampled in exhibit J? The Vendor is asking that I mount my blinds and valences in this manner with both oversized blinds and valences. The clips that attach the valence (exhibit K) to the inside mounted blind rail have no way of making contact with the blind rail even if the Vendor cut the valences W' larger as they suggested. I believe the Vendor is just trying to develop excuses rather than admit fault. I have never seen blinds shipped in this manner in my last 9 blind installs. I believe the only course of action is to go ahead and process the claim against the Vendor as: a) The Vendor has no plan to make the blinds or valences properly even after showing and clearlydescribing the issues to them b) The Vendor is not willing to refund me on their own accord Sincerely, [redacted]
1. Customer ordered custom blinds at his own accord through our online websitewww.BiindsExpress.com. 7/8/15 (Order attached -A). As stated directly in the product information and...
on his order, deductions are taken on the products by the factory from the size provided. It is also noted that the valances (the parts that come to cover the hardware at the top of the blind) come with two sizes of returns customer that customer can cut to fit. (See A)2. Before a consumer can proceed with a secure online order they have entered, they MUST click on the ordering disclaimer page before the cart will process the order on their credit card. (See B for an example of this screen in the process). This consumer clicked the ordering disclaimer which tells us that he has read the disclaimer and understands that the products are made custom to what he tells us.3. The consumer did not contact us claiming the product was "not as described". He said there were issues with the fit and the valances. Initially he was not sure if it was an error on his end(measuring) or on the manufacturing end. As noted in the disclaimer, we require picture proof(or we can pick up items for inspection) before remaking product. We asked for pictures showing the issues and in-corrections. The consumer's pictures did not show the issues he was explaining. He decided that his issue was with the valances and asked us to remake them all a different way than was ordered. At one point we offered remaking the valances and any blind she needed as long as he could show us and provide a list of what actually came incorrect (each size of the headrails). This is simply for us to be sure the factory made the errors .. We had sent him a very descript email 7/21/15 (Attachment E) requesting what actually came wrong to tryand start a remake. We asked for the head rails sizes so we knew what the errors were that came and how many. He emailed back as shown not providing that, but simply stating he would"grind" the head rails himself and was more concerned about the valance parts which are not something that comes attached to the blinds themselves. Since f.e would not provide what the sizes actually came for us to determine error, we assumed that perhaps the consumer made errors. He did admit that this was for a "job" of his. So we are not clear if this is for his home, a project he is responsible for, or if he is a re-seller.4. Grinding the shades would not have been necessary if he could have sent over the info needed to know if they were truly made wrong. All communications via email are attached regarding the issues he was describing. In order to help him or remake something, we need specific info to give to the factory.5. As of today, we have not heard back via phone or email with the information to help him further. We did get a charge back for his order amount. His bank sided with us and reversed the chargeback showing they felt we did everything we could to rectify the situation.6. The products are made to spec according to how the consumer ordered. We did not issue an RGA to the consumer as this is still in the process of collecting proof from him of what was sent incorrect. His complaint about the valances having to be cut refers to the order note on the order info in plain print" Norman will send two valance returns% and 2 inch-customer can cut to size" right on his order and in black and white in the product info.We would have been happy to assist him in remaking the products that came wrong if he had simply provided us the picture proof and the measurements that actually came. Thus far the photos and info he sent are not clear or showing what the issue is. He did not reply to the final email that would have been able to tell us what came wrong and what needed to be remade. We have to be able to have the opportunity to collect the information and remake the product per our disclaimer. Since it is a large order with many similar sizes, we need to be clear on what actually came correct and what did not come correct so we do not remake the wrong products for him. We do not feel his complaint regarding our company is fair. We were willing to help the consumer if he had replied back as to what size head rails came. We have offered him fair suggestions to help rectify the situation and would remake what was needed if he was able to provide proof of the factory errors. However, if the consumer made measuring errors, no-charge remakes would not help his situation. If he had made errors in g and notified us of this, we also offer "oops" discounts on re-orders. Unfortunately, we can not remake products at different sizes due to customer errors. Since we have not had any further replies from consumer, we feel this may be the case. Thank you for your time.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The references the business made in its response to its website are new (as of yesterday) and after I made my order and submitted my complaint. The business appears to have updated its website in order to correct its error and misinformation. But, this was information was not available to me at the time of my purchase. The business should still refund me the amount of on my bill identified as "shipping" because when I placed my order, the business clearly stated on its website that shipping was free of charge and there was no sales tax. An ex post correction does not correct the misinformation they provided me at the time of my order.
Regards,
[redacted]
Thank you for your feedback. Our Customer Service associate explained to the individual that called today that due to brand new tax/handling fee policies, one of our vendors has required us to collect and pay California sales tax/handling fees on their products shipping to California. There is...
general explanation of this in our "Frequently asked questions" page at this link and available when on our website. http://www.blindsexpress.com/static/faq.jsp#4. It is also in the ordering disclaimer that pops up for customers to read and approve prior to ordering. Both explain the need to charge NY Sales tax (where our business resides) and now partial taxes/handling tax for [redacted] and [redacted] brand products to California. Being a tax policy imposed on those vendors, we have to abide. We do acknowledge in those sections that the charge comes up under "handling charges". This is due to the fact that our site is set up for New York State sales tax and since California has labeled this a handling tax, we thought it better to appear in the handling section of charges.
Once a consumer processes an order, within seconds, they receive a full receipt for them to look over in case there are any questions on prices or charges. We did not receive a call or email from the account holder [redacted] after she placed her order. They are due to arrive to her chosen shipping address on Thursday of this week.
Since this is is a tax, not a profit we are not able to refund this amount. It has been made as ordered and has shipped within the defined time frame on our site. We do appreciate the writer's feedback and will most definitely discuss the possibility of confusion or the possibility of making the message more clear for consumers. Once the order is received by the consumer, if anything is damaged or in error from what she originally ordered, we will be happy to take care of it if the need arises. As always, we try to appease any and all sales issues, customer service issues as fairly as possible. Thank you.