Complaints

This profile includes complaints for Drapery Connection's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Drapery Connection

  5101 Chase Ave Downers Grove, IL 60515-4012

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  Drapery Connection

  3160 Skokie Valley Rd (Rt. 41) Highland Park, IL 60035-1051

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:06/21/2024

  Type:Product 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.

  Drapery Connection was given a ******** deposit on or about 3/24 which is the date on contract. The curtains were delivered later.The curtains are not made to specifications and are of poor workmanship.Drapery Connection refuses to correct and yet wants full payment. Bizarre I do NOT have a fully executed contract with Drapery Connection In their contract under Terms and Conditions, item 4 states: 4. The client shall inspect each item immediately upon delivery. It shall be conclusively presumed that the items were delivered in good condition and in conformance with this purchase agreement unless within three business days of delivery of any item the client shall notify Drapery Connection of any nonconformance stating specifically where an item does not conform. If Drapery Connection cannot remedy the nonconformance with a reasonable time, the non-conforming items shall be returned and client shall be given credit for the purchase price of those items.To follow THEIR contract I am due a refund at this time.

  Business Response

  Date: 07/11/2024

  7.11.2024
  
  To Whom it may concern:

  
  The client contracted for custom products that are made specifically for his home based on his selections and are not returnable as stated clearly in our contracted online acceptance.
  The client received and approved our contract and terms (which states this, please see page 1and 2) on 3/20/24.  He accepted his contract online and willingly provided his credit card number where the terms and conditions are then presented second time. (Please see pages 3-11).
  
  The initial install on 5/10/2024, we were able to complete the ** room and Spare bedroom (Please see contractpage1  ).Our installer returned on 5/16/2024to install the remaining foyer product and address any requested adjustments that the client made.

  
  On 5/16/2024, The client refused to let us stay in the house to address his concerns and install the rest of the product.  Becoming verbally and physically abusive to our installer. Our installer feared for his safety and left as requested. We have attached the internal report documenting the exchange and his unwillingness to let us complete the job (Please see page 12)
  Subsequently, our installer has filed a police report.

  
  The client still owes a balance of $3,738.20for the product in his possession. He has received all the products. We have attempted to rectify his concerns and were met with refusal by the client.
  
  All concerns that the client had could have been rectified and are minor. Please see attached document titled J2087 pictures and documentation for details. Our workmanship and quality are unsurpassed. All minor issues that the client speaks of could have been adjusted had he not been verbally and physically abusive to our installer. The fact that nothing further is being done is due to the unfortunate conduct of the client. We as a company will not subject any of our employees to this kind of treatment or put them in ***** way returning to the clients residence after he had threatened somebodys life if returned.
  
  
  We have attached all documentation to support our dispute.

  
  Sincerely
  ***********************
  Owner
  
  
  See your life beautifully
  
  *********************** CEO                                          
  Drapery Connection
  Cell:  ************
  Office: *********************
  www.draperyconnection.com
  
  Four generations of lifestyle design

  
  

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21883165
  
  I am rejecting this response because: What **** is stating is not true.  I will handle 
  this matter through the small claims court.    Why would they send a guy out who says they can't fix the problem.  I ask the sales lady repeatedly if the slightly bent corner would work and was assured it would.  IT DOESN'T.   After AMEX got a hold of Drapery Connect woman named ****** sent me an email saying they could fix the issue in one day and I sent an email back asking if they were going to sew the curtains in my home and I never heard back from this company.   

  This **** lady fails to mention that I have done business with Drapery Connection for many years and many homes and I have never had an issue with a single employee of this firm.  If **** was so concerned about her company and reputation she would have sent a manager or herself to view the horrible installation and work, and qualtitt, but they didn't because they knew they could not fix the mess in one day and it would be costly. 

  I called the ************************** 18th district which is the district I am in and they have no police report or record of me being reported.   Why isn't **** producing the Police report?  IT DOES NOT EXIST.   She states in her nonfactual response to you that the installer never called the police - this is odd, if he was so upset and i assaulted him physically why didn't he file a report or press charges?   

  I was worried this installer was not going to leave my house, he is twice my size and I was alone in my home and at this time told him to get the F&&^ out or I would call the police.  Today I am driving to to the 18th district to see if I can file a complaint against this installer.  A small guy who is a senior citizen that would physically attack a young man is very stupid and I am not stupid.    They say I was going to shoot him - I have neither a gun nor a license to own a gun.   This is very easy for **** to check.  Just as she is too complacent to do her job correctly she is too complacent to check facts.    She is making false accusations against me that slander or defamation of character and needs to be aware of this before her and Drapery Connection are sued for this behavior.   What a horrible company this place has turned into.  

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

  Business Response

  Date: 07/26/2024

  July ******* - Response to complaint #********
  BOLD reflects clients statement
  
  Per client, why would they send a guy out who says they can't fix the problem period I asked the sales lady repeatedly if the slightly bent corner could work and was assured it would. IT DOESNT.

  Answer:
  We are assuming he is talking about drapery not working properly in the ** room. When the installer was there the day of the incident 05/16/2024, the installer did operate the drapery and it worked smoothly. The installer asked our client to operate the drapery and it worked smoothly as well. The installer explained that maybe it could be more difficult for the client due to the weight of the drapery and that track is curved (even though it operated smoothly when installer was there). This is when the client became verbally abusive to our installer. The client then demanded the installer leave and not return as documented in the incident report.
  
  After AMEX got ahold of Drapery Connect woman named ****** sent me an email saying they could fix the issue in one day and I sent an email back asking if they were going to sew the curtains in my home and I never heard back from the company.

  Answer:
  The client is stating that AMEX got a hold of us and only then Drapery Connection started addressing the clients requests for any alterations. This is not true. ***** (General Manager) and I (Owner) called the client the same day of the incident 05/16/2024 (left voicemail as the client did not answer) and again 05/17/2024. ***** and I had a conversation with the client on 05/17/2024 about his dissatisfaction and asked for an opportunity to address the issues in his home. The client stated he was not sure what he wanted to do. I also asked for pictures of the window treatments that the client stated needed alterations. The client supplied the pictures 05/21/2024.The General Manager, ***** replied to the client the same day stating, based on the pictures, the tweaks appear to be minor and could be completed in his home.

  
  The client replied on 05/22/2024.
  From: **** <***********************>
  Sent: Wednesday, May 22, 2024 9:45 AM
  To: ************ <*******************************>
  Subject: Re: Pictures
  
  You can shorten the curtains in my home?  I am not interested in working with your company any longer,come pick them up. 

  
  We received credit card dispute notification (for the $4,000.00 deposit he gave) on 05/23/2024 that the client filed on the 05/16/2024, the date of the incident. Note: the client had already disputed the deposit prior to these conversations and had no intention of letting us rectify his concerns.
  
  This **** lady fails to mention that I have done business with Drapery Connection for many years and many homes and I've never had an issue with any single employee of this firm. If **** was so concerned about her company and repetition she would have sent a manager or herself to view the horrible installation and work, and qualtitt, but they didn't because they knew they could not fix this mess in one day and it would be costly.

  Answer:
  This is an incorrect statement as I did offer the client that we would send a different installer and rectify his concerns during our 05/17/2024 conversation, however he wanted to think it through. While on the phone with the client he stated he can do whatever he wants in his home (statements, grab anything he wants and use whatever language he wants). Drapery Connection has done work with this client in the past, however the last time he did work with us in 2023 he wanted a different designer as he had problems with the last designer he had. Prior to that job he did work with us back in November of 2017.
  
  I called the ************************** 18th district which is the district I am in they have no police report or record of me being reported. Why isn't **** producing the police report? IT DOES NOT EXIST. She states in her nonfactual response to you that the installer never called the police - this is odd, if he were so upset and I assaulted him physically why didn't he file up report or press charges?

  Answer:
  Please see attached the police report filing to this email.The installer first called our office to report what had happened. The installer was noticeably upset and very shaken. The installer said he was so scared as he does a lot of work in that area and was very upset by the clients threat that he felt it was important to file a police report in case anything happened.  Per the installer, he called the police department to check how he could file the report and they advised him to call (311) which did not work at the time. Then, per installer, he was advised by police department to file the report online, which did not work either. After multiple attempts, and as the last option, he had to file in person, which he did the next day.
  
  I was worried this installer was not going to leave my house, he is twice my size, and I was alone in my home and at this time told him to get the app out or I would call the police.

  Answer:
  Our installer did leave immediately, as he was extremely shaken. He did not even put his shoes on. When the installer was leaving is when the client grabbed the hardware out of his hands. The installer left and was extremely worried for his safety. Please refer to the attachment originally sent of his reenactment of what happened.
  
  Today I am driving to the 18th district to see if I can file a complaint against this installer. A small guy who is a senior citizen that would physically attack a young man is very stupid and I am not stupid.They say it was going to shoot him - I have neither a gun nor a license to own a gun. This is very easy for **** to check. Just as she is too complacent to do her job correctly she's too complacent to check facts. She's making false accusations against me that slander or defamation of character and needs to be aware of this before her and Drapery Connection are sued for this behavior.What a horrible company this place just turned into.
  

  Answer:
  We have no intention of slander or defamation; we are only stating the facts of what happened to the installer while on site and what was reported to us. This incident is serious enough that the installer DID file a police report, as he was concerned for his safety.  When someone is threatened gun violence the size of a person does not matter. These are serious abusive comments that other clients made to another human being. Whether or not what he states is true about his gun ownership which we do not know, or not, these are the threats he made.The client is the one who threw out the installer and made the threats. We cannot imagine what complaints he would make against the installer as he was there to complete his work.
  
  
  Thank you,
  ***********************
  Drapery Connection