Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:24/05/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An order was placed on February 20th 2023 and after mulitple delays and promises I have yet to receive the item.
  
  Website is down and main phone number seems out of service.
  
  Can we confirm if this business is still in operation?
  
  Kind regards,
  
  ********** *********

• Initial Complaint

  Date:18/05/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made a purchase through the company website ***********.ca at 22h22 on april 30 2023
  Your Invoice #********* for Order #********* ********* Window Shelf
  total amount charged to my credit card $445.79
  
  SKU: ********************** 
  
  Received a confirmatioin email with my order and receipt.
  
  Credit card transaction was posted on May 4 showing the charge.
  
  I have not received any communications since.
  The website no longer works ***********.CA
  Business Phone number is no longer in service 1-877-840-8405
  I have also emailed them with no response

  Customer Answer

  Date: 02/06/2023

  I would like to advise you that we received our order. 
  The ***********.ca site no longer works and it seems the order was taken over by what seems to be an American company ******* ****** ******** **** ****** ** ********** **, and a Canadian  subsidiary graber direct canada.
  
  We are happy our package was delivered but definitely not pleased with the fact the process was not simple. 
  
  Thank you for the help in the matter
  *******
  

  
  

• Initial Complaint

  Date:16/05/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an order on April 21 and until now I didn’t receive my order. I paid 216.96$. I tried their website https://**************/ and it’s not working, i tried calling their number 1-877-840-8405 and it’s not working either. I emailed them as well and they are not replying . What happened to the company and my order ?

• Initial Complaint

  Date:11/10/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Blind was ordered in spring. Major delay due to lift parts not being available. Through email I was clear that it needed to match my previous order as the blinds were side by side.
  
  The only difference in the two orders were lift option shrouded continuous loop bs continuous loop. As I understand it, regulations changed that required a shroud. Both orders indicate roller chain and a colour of vanilla However when blind came it had a cord ( not a roll chain and it is white not vanilla) and a very large mechanism that does allow the valance to clip on an inside mount of the blind. No issue with the previous blind and the mechanism.
  
  I have tried repeatedly to contact the company by phone and email. I have been told that there was no way a manager of supervisor would speak to me by phone. I did speak to one rep who had a screaming child in the background who said I had to email my issue.
  
  I have emailed repeatedly but have been told I received what I ordered and cannot have a refund. They keep asking for more information despite pictures and details I have sent. I’m not sure if this is a stall tactic.
  
  1. I was clear about the match with the other blind before it was made and no one indicated a significant change.
  2. The roll chain colour on the order is misleading. Obviously I expected a rollchain but have a cord instead. I’m ok with the shroud which is regulation ( even though my previous order does not have it)
  3. They changed the mechanism so on a normal depth window an inside mount does not allow the valance to be used.
  
  It’s obvious that the company does not want to deal with an issue that they have responsibility for. All I asked for was a fix so I could use the blind and so it would look like my previous purchase. If that is not possible, I want a refund as I can buy a replica of my previous blind at another dealer.
  
  I am adding a picture of the previous blind as well as two pics of the new blind with issues.

  Business Response

  Date: 17/10/2022

  After investigating the customer's claim, and our communication with the customer, Crown Window Fashions Inc (DBA ZebraBlinds.ca) has met its obligations to the customer and delivered the order as per the ordered specifications.

  To address the customer's claims directly, in terms of the lift options and the delays, the order was put on hold immediately after it was placed. The customer was then informed that the order will be delayed and that they will be updated as new manufacturing dates are provided by the manufacturer (******). They were also informed that the lift option will be a loop shrouded in a plastic housing to meet Health Canada's requirements as of May 2022. The customer permitted Crown Window Fashions Inc to go ahead with the order regardless and therefore the order was released.

  
  To address the customer's claim that the valance does not fit, Crown Window Fashions Inc would like to explain that we tried to determine the exact cause however the customer refused to cooperate and provide the requested images. The specific pictures submitted ** *** *** show an incorrect valance installation, and images from both the customer’s original order from 2021 and the current order from 2022. If the depth of one’s window frame is less than the depth of the shade, an optional piece known as a Valance return needs to be requested; these are side pieces for the valance used to cover the gaping hole between the shade and the valance on the sides. These shades require up to 4 ?” in depth for a flush mount with no valance returns. In the case of the 2022 order *** *** ****** *** ******** ******** *** **** they did not space the valance correctly and tried to force it onto the roll which causes the valance to stay tilted up. To fix the customer’s claimed issue, they simply need to respace the valance correctly and install valance returns which Crown Window Fashions Inc will be sending out for all the customer's shades. However, to confirm if this was indeed the case, we requested images from the customer showing measurements of the height of the roll and the control mechanism as well as the depth of the window which the customer ignored. The exact configuration the customer ordered is in use by numerous customers this year with no issues to date. If the valance was not designed and fit for the shade in question as the customer claimed, it would not be an option for the shade in question and Crown Window Fashions Inc would have a large number of orders with fitment issues, of which there simply is none.

  Now to address the claim of the customer regarding sourcing the same shades from another dealer with a standard chain lift; this is simply not possible in Canada unless the customer as well as the supposed dealer is willing to break Canadian law. Since May 2022, standard chain lifts have been banned by Health Canada for sale or manufacturing; you can find more info here: https://**********************************************************.html. ******, the manufacturer of these specific shades in question, only produces the shrouded loop that the customer received as an alternative. There is no other option for this specific product. If the customer is referring to shrouded loop alternatives from other manufacturers; it does not apply to the scope of this complaint or this order since the order was delivered as per the customer’s custom specs for this specific brand, shade, and fabric.

  With the information provided above, Crown Window Fashions Inc believes it has met all its obligations to the customer. In addition, valance returns will be shipped out to the customer since it’s required considering their depth situation; although the customer never requested them on their order, and they never responded to our follow-up questions seeking to determine the true cause of the issue. The customer needs to let us know what size/depth they need the returns precut, or, we can send them our largest returns which are at approx 5” and the customer can cut down to size at the time of installation. Finally, since all our orders are custom-made to the ordered specs of the customer, we do not accept returns and will only replace items to the exact ordered specifications if any issues are present that warrant replacement. In this case, the order arrived at the exact ordered specifications and is therefore not eligible for a replacement. This is explained in our terms and conditions which the customer agreed to prior to the sale. Our terms and conditions can be found here: https://www.************************
  

  
  

  Customer Answer

  Date: 26/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1. The company  did not make the shrouded cord clear despite my message indicating that the blind needed to be the same as the previous one ordered. ***** ***** *** ********

  2. **** ******** *** the exact order from the company that clearly indicates roller chain vanilla colour. If a roller chain was not being provided, this should not be on the order. The order received had no chain and nothing was vanilla in colour. The roller was a cord that was pure white.

  3. Despite the claim that other companies will not provide a roller chain, I have obtained a roller chain and shade clutch from  another Canadian distributor to replace the cord. This was done at my expense.

  4. The valance does not fit as stated as the clutch provided is very large and does not fit a standard window depth. I did send the pictures as requested to the company and also attached them to this claim.

  Each item is backed up with evidence - either a photograph or an email. Therefore the company’s response is unacceptable and they continue to argue facts that are presented with evidence.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 10/11/2022

  After a further investigation into the customer’s previous claims, ZebraBlinds would like to reiterate what was found.
  

  - The order was placed on hold pending confirmation to move forward with the shroud. The customer was informed that the shroud would be different from what they received and provided confirmation to move forward.
  

  - To address the customer sourcing chains from a local distributor; ZebraBlinds has provided links to the changes in the law that prevents normal chains from being sold on window coverings manufactured since May 2022. If the customer worked with a local dealer to change parts to fit their needs, it would be going against the laws enacted in May 2022 and would be outside the scope of this complaint. If the customer used shades manufactured by a different manufacturer with a different shroud and loop mechanism, it is outside the scope of this complaint. ZebraBlind’s only commitment and guarantee are that the order will arrive as ordered with the specifications ordered for that manufacturer. In this case, since May 2022, ****** products in Canada use the shrouded loop that the customer received. There are no alternative loop options for ****** products and the customer was made aware of this when the order was placed on hold for confirmation. The order has arrived as specced and confirmed by the customer.
  

  - A few points to address regarding the depth. There is no standard window depth. The specs of the product the customer ordered clearly indicate a max depth of 4 ½” according to ****** with no valance. The valance is used to cover a no valance shade and has valance returns up to 5 ½” in depth available to cover this depth. The customer has not requested valance returns from us and has not used them on the installation. Valance returns will fix this issue as previously stated and the customer needs to inform us what size of returns they need. To reiterate this point, this is the only complaint regarding the loop or the valance that ZebraBlinds has received with this product combination being one of our most popular purchases, and the reason is not installing the valance properly using valance returns which were never requested.
  

  - We had requested specific and additional information multiple times, with each request ignored by the customer. In specific terms, we requested images with measuring tape showing the measurement of the height of the clutch end of both their original and new shades, and the full depth of the window opening. These measurements will help us process this issue with our manufacturer, and reveal if these issues are caused by an installation or measurement error, or a manufacturing error. We had requested this information on September 14th, 15th, 19th, 20th, and the 21st, and each time the requests were ignored by the customer.
  

  ZebraBlinds considers this complaint closed and will not be addressing this further through the BBB. The customer needs to contact ZebraBlinds to issue valance returns for their old order as well as their new order since based on images provided by the customer, both valance installations are incorrect.

  Customer Answer

  Date: 10/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The info the business provided is not supported by evidence. I did reply to them by phone call and by multiple emails. I also provided pictures to them **** *** **** **** ** **** *********. The pictures clearly identify the issue and also show what was received in an earlier order to show the difference. 
  

  The statement provided by the vendor regarding the hold on the order is misleading. I am attaching the email here. The hold was not due to confirmation of the shroud. It was related to them not being able to get the part from the manufacturer

  In addition please note the email from Aug 3/22 where Jeff indicates that the unit will have a chain with a shroud on it. This confirms the fact they told me it would be a chain. He makes the remark that it will be close to what I received previously.  It was not a chain but a thick white cord on a very large clutch that did not fit the window. I expected and would have been fine with the shrouded chain and it would have fit the window.  The thick white cord requires a very large clutch that does not fit a standard window casing. 

  I was able to get the appropriate parts through ******.ca. I would think ******.ca needs to be compliant to rules and regulations. Why zebrablinds could not source these parts is a mystery. ****** o***** *** ********* ******** ** *** *** * *** **** ** ******* * ********* ** ***** ** * ****** 

  Finally since Zebrablinds does not seem to know, the standard casing size is 21/4 inches. The clutch they sent was 3 1/2 inches x 4 1/2 inches. If they have had no customer complaints, either I was the only one who received this or they have not sold this to anyone else. You would need very custom deep set window for this to be mounted inside a window frame. ** ******* ***** **** ** **** *** ****

  This company does not stand by its product, is unwilling to help when there is an issue and now present an argument without evidence. I have noticed that they have not addressed the phone call I made where the rep refused to escalate the isdue and had a crying child in the background. * ** *** ******* **** ** * **** ********* 
  

  *** ** *** ******** ** **** ** ********* *** **** ******** *** **** ******** ******** ***** 
  
  

  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 30/11/2022

  The crux of this issue comes down to two things:
  1) The customer’s valance does not install correctly or seems to be too large for their window. They have stated that they have responded to all of our requests in good faith and given us the requested info and we are unwilling to help, however this is not the case. 
  2) The customer seems to think that ZebraBlinds is lying about the new Canadian regulations that does not allow us to provide an unshrouded continuous loop lift system. 
  

  Regarding 1) above. ****** *** the 7 emails ********, showing the latest communication to the customer summarizing the issue and requesting the needed info regarding the clutch and valance. We had summarized and stated multiple times what we needed and at no point did the customer provide that info. We had sent these requests on September 14th, 15th, the 19th, and the 20th, and our last email still remains unanswered by the customer. The info provided by the customer was insufficient and they did not provide any pictures with the measurements as requested, and they were informed multiple times of this and ignored our requests. These images are required by our manufacturer in order to escalate this issue further and to determine the root cause of the issue. 
  Since the customer has chosen to ignore our requests, it is likely that the issue is due to a customer installation error. Our requests still remain open, and if the customer provides the info requested we will be able to open this issue further with our manufacturer. The customer has mentioned that the clutch was 3 ½” x 4 ½” in their BBB reply, and this is the first time they have ever confirmed the size of the clutch. However, this is not the correct avenue for our customer service to resolve this issue, and so we ask the customer to please reply to our email with those details and with images showing the measurements (***** ****** Email *, which remains unanswered since September 21st, 2022).
  
  Regarding 2) above. The new Canadian regulations are fact and they can be found on the Government of Canada’s website here: https://************************************************************.html
  This information has been available on our website as of April 4, 2022 here: https://www.************************************************************************************************
  These changes are widespread and affecting manufacturers and retailers across the country. Due to these regulations, we cannot sell blinds or shades with exposed cord lifts in Canada due to restrictions placed by our manufacturers that adhere to the above regulations. It is impossible for us to provide the exposed continuous loop lift system to the customer because they do not adhere to the above regulations and thus are illegal. If the customer sourced their own exposed roller chain loops, it is outside the scope of this complaint and will not be addressed. The product was delivered with the shrouded loop mechanism available for it and as per the terms and conditions the customer agreed to at the time of purchase which can be found here (last revision Feb 2022): https://www.***********************

  Customer Answer

  Date: 04/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: as stated in my last response. The business is not trading/ listening to the facts and evidence provided.
  
  
  
  Sincerely,
  
  
  
  ***** ******