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:04/20/2023

  Type:Billing 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.

  I placed an order with Award Blinds on 02-26-23 . I notified the company by email on 4/12/23 that I did not like the light filtering pattern. The company responded that they would submit my new request to the manufacture for a OOPS price (discounted price) which would be lower than the original order. However, the price I received was 32% higher than my original order. The lack of full disclosure regarding pricing when order changes are requested disabled my ability to make a more informed decision. The information regarding potential price increases on exchanges would have made a difference in my decision making. Thank You for your assistance in this matter. ******* ******

  Business Response

  Date: 04/20/2023

  We are sorry that you do not like the product/fabric selection that you opted to order. We offer free sample swatches, so customers can see the fabric and color in person prior to ordering. I see that you ordered free samples, however, you did not order a sample swatch of the color you placed the actual order for, although you did order samples of a different color from the same fabric and product line. The product itself is the same exact material as the samples, so when you order free samples there is no surprise of what the shade material will be. Based on this, you should have fully anticipated what the fabric was going to be, as you had a sample of that fabric type. Since you did not like the fabric you selected, we offered you a discounted price through our OOPS Policy to re-order a different product. The product you selected is significantly more expensive than the product you originally ordered. While the OOPS Policy price is discounted below our cost, it is more expensive than what you originally ordered because you are attempting to re-order a more expensive product. That information was explained to you after you emailed us complaining about the OOPS Policy price.

  Please note that you are not making or requesting order changes as you stated in your complaint and your ability to make an informed decision was not disabled. Everything we sell is custom made, there are no returns, refunds, or exchanges, as is common with custom products. This is fully stated in our policies that are legally agreed to during checkout. The OOPS Policy is not an exchange and it is not a price increase, as you are not exchanging anything and we did not increase the price of anything, in fact we discounted the price. The OOPS Policy is a policy that allows you to re-order at a discounted price. It is a courtesy policy, we are under no obligation to provide such a policy but we do it to assist customers that might make a mistake or order something that they do not like. Unfortunately, you selected a more expensive product for the OOPS Policy. The price of that product is discounted through the OOPS Policy to a price that is below our cost, but it is still more expensive than what you originally ordered, because that product is more expensive. To explain this in different terms: you can't buy a Ford and then expect to get a discount on a Mercedes to make it cheaper than the Ford. The OOPS Policy price is valid for 30 days from the date it was sent to you. You may opt to use it up until that date, or you may not use it, either way that is the price to re-order the more expensive product.

  Customer Answer

  Date: 04/21/2023

   I am rejecting this response because:  The business has offered no resolutions.  However, nothing is being done here but defend the company’s OOPS policy which is the focus of my compliant.  Now either this business is new or they have not had a long relationship with their supplier because they should have known better.  Why have a OOPS policy when there is really no OOPS policy.  If you are requesting a higher price then there is no OOPS policy or how shall I say maybe a OOPS policy but it depends. Depends on what?  If you had provided full disclosure relating to the OOPS pricing regarding changes, it would certainly have made a difference in my decision to purchase.  I repeat I would not have made this purchase.  Therefore, by not disclosing you disabled my ability to make a fully informed decision.