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:03/12/2025

  Type:Order Issues
  Status:

  ResolvedMore 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.

  My initial interaction with LG Interiors was on 1/23/24 when **** ***** (owner) came to my home. We discussed drapery and cornice boxes for various rooms and after a few meetings to pick fabrics we signed a contract to complete the project for 5 rooms. The contract was signed on 1/30/24 for the full amount of $12,575.93. Later that day I paid a 60% deposit of $7107. On 9/10/24 I heard from LG Interiors that my drapes and cornice boxes were ready for install. Full payment is due before installation, so I paid the balance of $6,293.93 that day. On 9/13/24, ***** ***** (installer) showed up with 4 of the 5 rooms to hang. The two cornice boxes were well made but the drapes for the bedroom as well as the drapes for the dining room were made incorrectly. You will see on the attached contract the drapes for the DR were supposed to be 30" panels while the drapes for the ** were supposed to be 24" panels. All the panels for both rooms were made to only 12". They had to be removed and taken back to the workroom to be remade. Later that day someone from ********* Drapery came to install the shade in the master bath. You can see per the attached contract the shade was supposed to be an OUTSIDE MOUNT, RELAXED ***** SHADE W CHORD CONTROL. It arrived as a FLAT, MOTORIZED ***** and when installed stuck off the wall about 6" offering me no privacy in my master bathroom. I contacted **** *****, and she was appalled (email attached) and agreed to have it remade. I told her what the contract said, and I ended up with an INSIDE MOUNT, MOTORIZED, RELAXED ***** that did not cover the window at all. It was once again removed. I am told they can come back for a third try but I wanted what my contract states. I am now asking for my money back for the shade which **** agreed to in an email on 1/25/25. I originally said I would take the shade instead of the reimbursement but that's when it came back incorrect again. I would like to be reimbursed the cost of the shade plus tax totaling... $2769

  

  Business Response

  Date: 03/19/2025

  At LG Interiors, we deeply value our clients opinions and are dedicated in our pursuit to exceed even the highest expectations. Our commitment to professionalism, transparency, and unparalleled service excellence exists regardless of whether a clients project is ongoing, in its preliminary stages, or has already been completed. A key attributing factor to LG Interiors success has been our ability to come up with innovative solutions to even the most complex problems encountered by our clients. While this is definitely a unique occurrence as it is rare that LG Interiors receives a complaint, we seek to promptly address and resolve any client concerns in a timely manner and produce an outcome that is deemed satisfactory.

  Upon further review of Ms. ******* complaint, LG Interiors is not only concerned, yet quite bewildered, by the way in which Mrs. ****** chose to present the matter in question. Many of the most pertinent details have been obscured or left out of Mrs. ******* complaint altogether, either purposefully or by convenience.  LG Interiors policy regarding returns and refunds is clearly stated in our client contract and reads that LG Interiors is not responsible for delays beyond their control nor will any custom products be accepted for a refund or return.Additionally, because of the inconvenience that Ms. ****** ensued as a result of the workrooms quality control error, we provided her the motorized shade at no additional cost, of which, was to be absorbed by LG Interiors entirely, as concession to the client for her troubles. The error that prevented the ***** shade from being installed and the project completed was very minor and responsibility was promptly assumed, and the issue was rectified the very same day by ********* Drapery by Design. This quick turnaround was due largely in part to the insistence of **** ***** and her continued efforts to provide service excellence and is displayed through the unwavering loyalty she bestows upon all of her clients, Ms. ****** included. Ms. ******* demands for installation to happen on the same day and outside of operating hours are unreasonable and simply a request to which we could not comply. Not because we did not want to,but because her demands were unrealistic and outside the realm of our control.We offered to ensure the final installation of the shade the very next day March 11th, 2025, which is ironically the date on which this complaint was filed. Upon learning of our inability to meet her demands, Ms.****** entered a fit of rage and instructed us that all further communication should go through the BBB. We have respected her wishes and we find ourselves discussing a shade that would have already been installed in her residence,after which, Ms. ****** is owed no other consideration.

  Referring to Ms. ******* own account, the only issues that she brings to light are in relation to errors made by two separate independently contracted businesses. The way they choose to perform their work and the hours they choose to operate are well beyond the realm of the control of LG Interiors. Furthermore, LG Interiors policy has always been, and shall remain, that we assume no liability and cannot be held liable for any delays or errors relating to the work of third parties, vendors, manufacturers, suppliers,or any other issues or mistakes made that are outside the scope of our control.We strictly enforce our policy that prohibits the return or refund of custom-made products once their manufacturing has been completed. Regardless of what false light Ms. ****** may have shed on the matter nor the material facts she conveniently left out of her complaint, LG Interiors wishes to hold steadfast to their values of integrity and transparency. These values have been instrumental in the companys success and are foundational to the client/designer relationships we pride ourselves on achieving. These same values have been afforded by Ms. ****** from LG Interiors throughout the entire duration of the project. In relation to viability, this complaint has been submitted against the wrong business entity. Due to the substantial amount of evidence that corroborates our claims, owe look forward to. The misrepresentation of material fact that has been presented to the BBB by Ms.****** is also indicative of an action committed by our client that could potentially carry additional legal ramifications upon the proof of her intent.If such a complaint were allowed to remain publicly visible on the BBB website and affected LG Interiors business profile in any way, damages would certainly become due to LG Interiors because of Ms. ******* misplaced frustration and impulsive actions. The errors referenced in Ms. ******* complaint are not attributable to **** ***** or LG Interiors. Rather, the responsibility is assumed by the two independent workrooms that performed work on the project.The Workroom of **** (concerningly not named in the complaint made by Ms.******; perhaps attributable to her new professional working relationship with **** ***** *********, the owner and operator of The Workroom of *****************) and Raebecca's Drapery by Design. These entities operate independently and are not under direct management or oversight of LG Interiors and therefore we cannot be held liable for any errors made on their behalf. But we do accept responsibility and aim to have the errors corrected immediately upon discovery.  In addition, LG Interiors contracts with these two entities and relies on them to fabricate the projects properly, as they are the experts in the fabrication.  Despite dealing with the clients continuously combative, aggressive, and threatening, demeanor and derogatory statement, LG Interiors took immediate and proactive steps to ensure all errors were corrected to the clients satisfaction and all issues relating to the project were promptly rectified.

  Confusing and ironic enough, The Workroom of SWFL is not mentioned at all by Ms. ****** throughout her complaint, even though they incorporate many of the pertinent issues outlined within the complaint.  ********* does not mention that **** and owner, Manny *********, were initially responsible for the very first error made with Ms. ****** s large project. In fairness, she may have not known, however, she was aware that there were two different workrooms working on her project.  This was conveyed to Ms. ****** on multiple occasions, as we had to explain why there would be two different installations. When the project commenced, SWFL workroom was responsible for fabricating three cornice boxes, and four drapery panels.  Two of the drapery panels were to be installed in Ms. ******* guest bedroom and the remaining two were to be installed in Ms. ******* dining room. On the day of the installation, we received a phone call from the independent drapery installer, ***** *****, of Installer Dcor, (which we contracted with) that he found drapery panels had been made at 12 inches wide instead of the width that was originally requested by LG Interiors.  When we were notified of this mistake, we immediately informed the **** workroom and requested that these draperies be remade to the correct widths asap. We then informed Ms. ****** that these would be corrected and installed as soon as they were completed, to which she expressed her gratitude and satisfaction.

  To summarize, all products, orders and installations were completed with Ms. ******* approval and to her satisfaction.  The errors made by both workrooms were promptly corrected on the same day they were identified, and Mrs. ****** was kept informed throughout the process. Ms. ****** provided her approval and satisfaction every step of the way.This claim can be corroborated through text messages and first-hand eyewitness testimony. Ms. ****** often displayed behavior that was unbecoming is indicated in the very nature of the way Ms. ****** has carried herself throughout this entire process. When making this meritless complaint due to her misplaced frustrations, Ms. ****** further displayed her lack of empathy and concern about the financial affects her illegitimate complaint would have on the business. Nonetheless, Ms. ****** was always afforded the utmost manner of professionalism and was provided with concessions as one can reasonably be asked to make. We were transparent in our communication with her regarding any issues or delays.
  Providing further concession to Ms. ******, LG Interiors provided our client with a motorized shade in lieu of the cord-operated shade that she originally had requested, at no additional cost. This concession was a rather large expense, relatively 10% of the final total cost of the project,and absorbed entirely by LG Interiors, further demonstrating our commitment to client satisfaction and willingness to go above and beyond to resolve any concerns they might have.
  On March 10, 2025, Ms. ****** was provided with a video of the completed product, (motorized ***** shade) which clearly showed it was fabricated in accordance with her specifications and contractual agreement. She verbally approved the items and agreed to have them installed. However, her dissatisfaction arose solely from the inability to have the shade installed the same day the errors were corrected, as the operating hours of the independent installer contracted by the workroom were past. This scheduling limitation was entirely beyond the control of LG Interiors, as we cannot compel third-party businesses to operate outside of their standard working hours. The date this complaint was filed is March 11, 2025. It is worth noting that LG Interiors offered to ensure the prompt scheduling of the installation at the earliest available date. However, this effort was deemed insufficient by Ms. ******. Her dissatisfaction appears to stem not from the quality of the products or LG Interiors actions, but rather from an expectation that her requests be accommodated immediately, regardless of operational constraints.
  

  This client deliberately withheld such pertinent details in her complaint with the intent to cause harm to LG Interiors LLC through her false light of the brand and her experience with them as a business. Deliberately withholding such information makes Ms. ******* complaint not only false and misleading, but illegal, and detrimental to the brand reputation of LG Interiors. Seeing as negative effects were deliberately meant to become because of Ms. ******* unwarranted malicious action, this constitutes defamation, more specifically, the torts of false lighting and libel.  Ms. ****** engaged in malicious and deliberate acts falsely depicting her experience with us and on a platform that is easily accessible to prospective clients. Her malintent could not be clearer, knowing that her submitting such a complaint could potentially carry large ramifications for LG Interiors and **** ***** from a business perspective. The corroborating evidence that such a tort, was committed is present throughout Ms. ******* own words and first-hand testimony encompassing her complaint to the BBB. 
  

  We are more than willing to assist in meditating an installation date between her and the workroom in possession of the shade,however, that is where our business obligation to Ms. ****** ends. The client has received all the goods and services she paid for less, the Roman *********** we have been awaiting an installation date to be provided by Ms. ******.The last communication we have with her is her stating that all further communication should go through the BBB.

  As per LG Interiors policy, refunds are not issued for custom products that have already been purchased, fabricated, and are ready for installation. All items outlined in Ms. ******* contract have been fulfilled,and the final line items have received her written and verbal approval for installation. Furthermore, on Ms. ******* invoice that she approved, it clearly states that we are not responsible for ANY delays out of our control.  However, this does not mean that we would ever walk away from not completing the project properly, it simply makes the Client aware that there are some things that are out of our control.
  

  Under Florida law, defamation encompasses the publication of false statements that harm the reputation of an individual or business. Tort of libel is defined as written false statements that damage reputation. Ms. ****** has potentially engaged in libel, governed by tort law, of which, can have many legal ramifications in the context of false light.
  Furthermore, under Floridas Chapter 836 statutes, libel is considered a serious offense, punishable by law when it is shown to harm reputation maliciously or negligently.
  In addition, while false light is not explicitly codified in Florida law, courts have acknowledged claims where statements, even if factually accurate, are presented in a misleading manner with the intent to harm reputation. The complaint submitted by Ms. ****** fails to accurately represent the facts of this case. Instead, most of her grievance details the mistakes made by independent third-party workrooms, not LG Interiors or its representatives. By omitting critical details regarding the actions taken by LG Interiors to promptly address and resolve these errors, the complaint misrepresents the events and potentially paints LG Interiors in a false and damaging light. As long as the complaint remains visible to the prospective public, damage to the brand image of LG Interiors increases, as does the compensatory damage that will become due, LG Interiors as a result. It must be noted that any party complicit in this publication, including the platform on which it is published, can be held liable for damages separately from Ms.****** or the party which made the initial complaint. Given the evidence of LG Interiors diligent efforts to ensure client satisfaction and the absence of any substantiated claim against LG Interiors, the allegations made in this complaint can be interpreted as maliciously intended to harm our reputation. It is important to reiterate that LG Interiors has fulfilled all aspects of its contractual obligations to Ms. ****** and that the final coordination of her installation needs to take place. We remain willing and able to coordinate this at her earliest convenience. It is worth emphasizing that there was no issue with the products or services provided by LG Interiors until it became apparent that the installation could not be carried out on the same day the errors were corrected. This limitation, caused by the workrooms installer operating within standard business hours, was entirely beyond the control of LG Interiors. The fact that Ms. ****** believes she is entitled to a refund from LG Interiors, despite acknowledging the errors made by independent workrooms and not LG Interiors, is both perplexing and unsubstantiated. Our role in this matter has been one of diligence and professionalism, ensuring that all errors are corrected promptly and without additional expense to the client.

  At LG Interiors, we remain committed to delivering the highest standards of service and professionalism. Should additional documentation or evidence be required, we are fully prepared to provide it. We appreciate your time and consideration in evaluating this matter fairly and objectively.
  
  Kindly, 
  
  ******* *******, MBA
  Director of Business Development
  LG Interiors LLC

  
  

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23051525
  
  I am rejecting this response because:
  This response is clearly made by someone who was never involved with this project. The timeline of events presented is all wrong and the response is crafted with the intention of intimidation and unfortunately for *** ******* it fell flat (except for the occasional chuckle I got from reading it). First, I left out many, many details bc when someone first files a complaint w the BBB they are limited in the number of characters they are allowed to use. The BBB has the ability to look and see that I used every character allotted to me,having to delete sentences to make it fit. So, I just easily did away with a huge chunk of the response. Second, *** ******* claims the more expensive motorized portion of the shade was gifted to me by LG Interiors. This could not be further from the truth. Per the 1/30/24 contract the shade agreed to and paid for is supposed to be "cord controlled". LG Interiors is not allowed to change the contract on a whim. The first I ever heard of a motorized shade was in a 9/10/24 email from ****. I did not correct her bc in that same email she referred to it as a shade for the bedroom. Since this was a bathroom shade, I assumed she just made multiple errors in typing. After the first motorized shade was installed and I complained about how far it sat off the wall, I told her in a 9/14/25 email it was never supposed to be motorized. Then again, in a 1/25/25 email, I stated the shade was not supposed to be motorized and reminded her it should be a relaxed ***** as the one incorrectly installed was a flat *****. Lisas response in a 2/13/25 email was, I know you said it was never supposed to be motorized. However, I ordered it with motorization. (All these emails are attached below.)  The motorization is what caused the entire problem, bc it is why the shade sat so far from the wall.  I never agreed for LG Interiors to stray from the contract. So, while they do not offer refunds for circumstances beyond their control, this grave error was within their control. Ordering the shade with motorization was an error made BY **** *****. Additionally, in an email from **** on 1/25/25 she agreed to give me a full refund for the shade saying,not bc you threatened to go to the BBB but bc it is my policy. The other option she gave in that same email was for me to still receive the shade and get 50% of the shades cost returned. This email was so reasonable that I decided to give LG Interiors one more chance to get it right. I said I will take the shade with no money back,IF YOU THINK IT WILL BE MADE AND INSTALLED CORRECTLY. I offered that condition in both a 1/25/25 email and a 1/27/25 text. The shade was then made and installed incorrectly AGAIN. The shade was removed from my home AGAIN and I was offered another installation date of 3/12/25 for them to come back and get it right. At that point I said no, Im done and want my money back. Not only have they repeatedly wasted my time but my flight out of ** was 3/12/25 at 12:15. So while *** ******* thinks I was just being difficult, I actually had a life to live and thats why installing things correctly the first time is a better business model than the one hes got going.The initial install, plus the reinstallation of the bedroom drapes, plus the reinstallation of the living room drapes, plus the cancellation of installation on 1/23/25,plus the no-show from the installer on 3/5/25, plus the final mistake of an install on 3/10/25 was enough of my time wasted. I would like my money back for the shade they have never been able to produce that matches what is within the four corners of our contract. "Outside mount, cord controlled, relaxed ***** shade." $2769. If *** ******* would rather go to court so he can sue me for libel I am game. 
  Sincerely,
  
  Juliet Tissot

  

  Business Response

  Date: 03/20/2025

  With respect to Ms. ******* response.  I am responding with the following:
  
  Ms. ****** is correct to say that we caused her frustration and multiple delays due to errors by all parties involved in ordering and fabricating her drapery and shade.   I also want to say that I should have been the one to originally respond to Ms.****** when Ms. ****** first filed this complaint, as I am the owner, and I take full responsibility for not doing so. I am not in the habit of causing conflict with my Clients and I always want to resolve unforeseen situations in the fastest possible manner. 
  
  In Ms. ******* case I found myself having to continue to resolve issues that were out of my control and now it has led to this. 
  I am respectfully asking Ms. ****** to allow us to install the Roman ***** that is ready and operates properly.  It is a beautiful fabric Roman *****, that I am sure, once Ms. ****** sees it installed, she will agree.  I also encourage Ms. ****** to accept the motorized shade, as is, that should have been ordered as a cord loop control,for two reasons.  One, it will look much nicer as an inside mount, (more of a custom fit) and two, she will not have to reach over to use the control cord to open and close the shade if she accepts the shade with motorization. As previously stated, we did not charge Ms. ****** for this upgrade that is valued at $1,000.00. In addition, Ms. ****** herself accepted the Roman ***** both verbally and in a text message that she sent to us, when she asked us to come and install it after the final corrections had been made on the same day we attempted to install the Roman *****. (March 10, 2025) So one can assume that she approved of the look and the way it operated. (see video that was sent to Ms. ******)
  
  With respect to the refund that Ms. ****** asked for prior to us being allowed to correct the problem, I did offer Ms. ****** a refund, as she was not happy, and she was threatening to go to the BBB.  I did not offer this refund because she was threatening me (as you can see from Ms. ******* latest response) but I truly felt that Ms.****** had been through enough and I was willing to part ways to accommodate her wishes. When I referred to it is our policy, I was inferring that we want our clients happy.  **************** states that it is not our policy to offer refunds on custom products, he was correct.  However, as the owner, I have the discretion to offer my clients what I feel is always fair and what I feel is the right thing to do.  Mr. ******* was provided with all the pertinent information, prior to his response.  There were many emails and text messages that were forwarded to Mr. ************** The position he takes in his response is to protect LG Interiors and to make sure that ALL posted social media, etc. is posted correctly.  We have an excellent reputation, and he was doing his job when he responded with what he felt were the facts.
  In closing, I would like to offer to install the current Roman ***** with motorization, as an inside mount and I would also like to take care of Ms. ******* wallpaper that was compromised by the first installation,  ( I previously offered this to Ms. ****** the first time the shade was incorrect we both agreed that the shade would fit better and look better as an inside mount) She agreed to have us correct the wallpaper.  However,after she went back to where she purchased the wallpaper, she got back to me and stated that the manufacturer had discontinued the wallpaper, so she was unable to acquire any more of it. The offer still stands, and we would be happy to provide Ms. ****** with some wallpaper selections for her to select from if she is so inclined.
  
  Sincerely,
  
  **** *****
  Owner 

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23051525
  
  Thank you, ****. Once again you have sent a very reasonable response, as you have in the past. I appreciate it. 

  I am not necessarily rejecting the response but rather I am accepting it as long as 3 conditions are agreed to in writing, here, for my records bc I am truly worried the dimensions of the shade are still incorrect. Attached is a picture that shows the shade does not go all the way down to the windowsill. Once a bar is put in that stretches the shade to the sides, I can't imagine in will stretch the shade all the way down. I hope I am wrong but will allow one last try as long as these two conditions are agreed to:

  1) Either **** *****, or ******* ******, or Mr. ******* are on site for the install. I should not have to deal w workrooms that I do not have a contract with when all this continues to go wrong. 

  2) If the shade does not cover ALL OF THE ***** from top to bottom and side to side, I will be issued a refund in the amount of $2769, within one week's time. This is a master bathroom, and I expect FULL privacy. If some of the brown trim is not covered, I will still accept the shade but if ANY of the glass is exposed, the shade will be removed, and my refund will be issued with no hassle.

  3) I am coming in town 3/22-3/27. It must be done during this time frame bc as of now I have no plans to come back after the 27th and will not fly in just for an install as I have done in the past. (arrive the 22nd @ 3:00pm, depart the 27th @ 8:46am).

  I am declining the offer to fix the wallpaper. I am going to try and get some more of the shade's fabric and have a ******** made that covers the holes in the wallpaper. I don't want to repaper the entire room, and I have no way of getting more of the paper that is currently on the wall. I will handle that on my own and eat that extra cost. While I appreciate the offer, I think it's best that we get this shade resolved and then part ways. 

  
  Sincerely,
  
  Juliet Tissot

  

  Business Response

  Date: 03/25/2025

  I am confused as to why it states the Consumer has rejecterd our offer? response.  We have already spoken with Ms ****** and we installed the shade this morning.  Ms. ****** has respnded that she is happy with the results and that she would be responding to the BBB to state that she is satisfied with the outcome.

  Customer Answer

  Date: 03/26/2025

   
  Better Business Bureau:
  
  LG Interiors met my criteria to resolve this matter. They came yesterday afternoon (about 1:00pm) and installed the shade. The case can now be closed. Thank you to the BBB for providing this platform.  
  
  Sincerely,
  
  Juliet Tissot