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:05/15/2024

  Type:Order 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.

  This is regarding the location in ********, **********. I went to this business to purchase a custom fit window covering for my AC to attach to. I brought in exact measurements of what I was looking for and was charged before they understand what I wanted, and sent me away without looking at or taking the measurements I brought in. I called afterward to make sure they understand the various cutouts needed so there would be room for the window crack, etc, around my window and had to email them the dimensions I tried to leave in person. I also provided pictures of my window and window coverings similar to what I was looking for. 3+ times it was provided to them in writing that the window covering needed to be an additional inch around all sides so there would be room for the Velcro to attach around the window.After waiting a week I called them to see the status of my order, which was completed, but I was never notified. When I picked up the covering it was the exact dimensions of the window, meaning there was no room for the Velcro to attach around the window, and does not fit. The company has now charged me hundreds of dollars after creating and delivering the wrong product. They also are advertising custom services while willfully neglecting the customers needs regarding said item, and charging them upfront anyway.

  Business Response

  Date: 05/16/2024

  We are very sorry she is unhappy with the ** window inserts.  Our goal is always to provide excellent customer service and produce high-quality products. Id like to clarify a few points regarding the order.
  It was her boyfriend who came in to the store to place the order. We never had the pleasure of meeting her in person.  We strive to ensure clear communication and precise understanding of all custom orders to meet our customers' needs accurately.  She did submit drawings via email that were reviewed with the boyfriend in detail both in the store and again over the phone after she called to confirm he had placed the order.  The sales clerk took great care to review the specs with him. We do hundreds of ** window inserts every year and understand some of the issues people have with their inserts. Based on the conversation he requested some modifications. When the order was completed, the boyfriend was called since he placed the order, and he picked up the inserts the next day.  We always review measurements at pick-up to ensure we have met our customers expectations.  We guarantee our work and would have been happy to collaborate on a solution had we known directly that she was unhappy. We have processed a full refund to the credit card provided at the time of the sale.

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21719056
  
  I am rejecting this response because:
  
  This business is lying about my boyfriend requesting any modifications. We live together and worked together to submit the order for our apartment, I provided them with all specifications through images and text after they refused to take the specifications from my boyfriend. He never spoke to them on the phone nor came back to the business after they received specifications for the product. There will no record of this that they can provide as they only spoke to me on the phone after the order was placed. Theyve also posted this response on the internet as a response to a poor review, which is a blatant lie and misleads potential customers into believing they successfully created the custom order and that this was a misunderstanding. It was extremely clear what was requested. The only communications we had with the business after specifications were provided by me was a follow up call initiated by me to get the status of the order. 

  this business claims they are processing a refund, so I am not requesting follow up actions by the company, but think this complaint should be followed up on and made visible on the bbb website. 

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