Reviews

Review Details

• Review fromJeanette K

  Date: 09/29/2024

  1 star

  Jeanette K

  Date: 09/29/2024

  Bad customer service. Claims to be a custom designer and misleads with samples and follow through with customers. Over priced and does not work with the customer. Throughs the install on a separate company that does not call, leave messages, text or e-mails. Huge disappointment and a lot of money lost with this company. I was looking for a custom designer to help with decisions on my color approach on a project. Hardware sample for rods were supposed to be an oil rubbed bronze look to match my hardware and decor. It showed up light rust with the wrong finials. and the custom rod showed up scratched. Then the drapes came and color coordinating cornices for my connecting room. Colors ended up looking heavy and print ended up bringing out light blue tones/gold did not match drapes and did not compliment my white trim and blinds or decor. I removed all and only kept the hardware and lighter fabric to frame the window. Since I could not give these away after I paid a 4000k+ price tag. I decided to try and work with the hardware. I ended up contacting this company again to find out id she knew of any distributors that would possibly have any in stock left. Gotcha covered ***** ***** told me that they were NOT discontinuing this and that prices could be changing so an order early would be prudent. So I attempted to place this order. It took over 2 months to complete this order on her end and she stated that she would have her installer contact me. So far at this time 1000k she has. Did not hear anything from anyone and contacted her again. She stated she was not aware of the installer not contacting me and would reach out to them. 2 weeks later still no response and close to 4 months on this order. Contacted my banking institution. She wrote me stating that the installer could never reach me. I carry my phone with me always and no text or VM left. No missed calls and she has my email address. This was delay delay and no working directly with the customer.

  Gotcha Covered North Suburbs

  Date: 10/03/2024

  Dear ********,
  Thank you for your feedback. I would like to address the concerns you've raised regarding your recent experience with Gotcha Covered.
  Regarding pricing, the agreed-upon pricing was outlined in the signed contract. If there had been any concerns with the cost, we would have been happy to address them before moving forward with the project.

  
  For the installation, we partner with a third-party installer who is responsible for scheduling and communication. According to our records, they attempted to contact you on multiple occasions without receiving a response. However, I understand this may not align with your experience, and I sincerely apologize for any inconvenience this has caused.

  
  As for product selection, all materials, including the hardware, drapery, and valance fabrics, were chosen and approved by you, as indicated in the contract. The hardware color selected was caramel, and the finials were the Legion style. While we replaced the scratched rod, we also offered to replace the finials at no additional charge, but this offer was declined.

  
  The second order did experience a delay, which was communicated prior to signing the contract. Nevertheless, I understand how frustrating this situation has been, and I have refunded your deposit for this order and canceled it, as per your request.

  
  We appreciate your business and regret that this experience did not meet your expectations. Should you have any further concerns, feel free to reach out to discuss them.

  
  Sincerely,
  ***** ****
  Gotcha Covered