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:11/13/2023

  Type:Service or Repair 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 sooo wished we would have looked at BBB before ordering shades by way of Custom Decorators (CD). ******, the installer came to install the shades throughout our home two shades were wrong, one in color, one in size and one was damaged. That was March 27, 2023. When ****** came back with the correct shades and installed on May 19, 2023, three other shades were unraveling on the edge. Again simply poorly constructed shades. Anyway, ******, the installer said that he would notify ******/ CD and get replacements ordered. June 16, 2023. That was the last ****** was responding about updates so by July 26, I reached out to ********** to get a number and contact for CD. ********** said someone from CD would reach out to me. 8/29 & 8/31 *** from CD said that no replacements shades have been order and she had no notes on anything past the install ****** did on May 19. I explained everything to her and she said that she would follow up and get the corrections handled and let me know. No follow up.9/5 I reached out to try and follow up with *** but got ****** who, after reading notes said that she could order the replacement shade for the bedroom. It was actually the living room that was the issue and so I explained the issues again. She said someone would need to come take photos of the problems but nothing was set up. No follow up.10/23 ******* said someone will be calling to take pictures and the same week **** (installer) came to inspect. He said he would email me and CD photos of what needs to be replaced. No follow up.On 11/13 I spoke to *** who said they were waiting on notes from ****. So when was CD going to give us an update if I don't continue to make it my job to follow up. I get that there is no urgency since we paid $16,949.16 in Jan 25, 2023. It is Nov 2023. Why won't CD just complete the job? Installers only get paid to install. So there is no motivation for them to come inspect, send details. I get it but we just want quality shades that we paid for.

  Business Response

  Date: 11/15/2023

  We contacted the client and are sending the installer out again asap to address the concerns.  We will ensure the matter is concluded timely and discuss compensation once the job is complete due to the amount of time it took to resolve.

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20866025
  
  I am rejecting this response because: We have had two installers come out and submitted to Custom Decorators the information to correct the problem. There is ALWAYS an excuse by CD. The company never got the pictures or missing information some info or never heard from the installer they asked to take the photos, as to why nothing was reordered. Not only that but this second installer is also not returning calls or text from me so now, you all want to send out a 3rd installer the same? Why are you all asking installers who aren't getting paid to come out an do this? What is there motivation? Then we wait to see if something happens? Wait for another excuse from CD? I initially filed this complaint the same day as when I spoke to *** at CD. *** said he would reach out to **** the previous installer and get back to me whenever he heard back from him to get images or whatever. Of course, I haven't heard back from *** either which is why I'm saying it's ridiculous to keep trying to solve this problem the same way all year. Why can't someone who actually is employed by Custom Decorators come handle this: take whatever photos you all keep saying you don't receive and make the correct order and see that it actually installed? It's the definition of insanity to keep doing the same process this long. We will continue to get the same results. We have truly reached our limit. Your solution is unacceptable. I have suggested a quicker solution above. Also are all the shades that you all sell this level of quality where the edges unravel? I've never seen automatic shades unravel in hotel rooms that see more wear and tear. Our house is new construction. We just moved in this spring. We don't even use all the shades enough for this kind of unraveling. This issue with Custom Decorators continues to feel like a part-time job for our family and still no end to this nightmare insight. By the way, this is the fastest anyone from this company has ever responded to anything. Is this what it takes? I mean, where do we go from here????
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/11/2023

  The installer will be going out on 12/19 to obtain details as to what is needed to rectify the situation.  We will take the information and proceed as necessary with remakes etc.  The client is aware of the installer appointment date.

  Customer Answer

  Date: 12/19/2023

  Do you see how long it takes this company to respond? Nothing has been resolved. They sent the same installer out who sent them all the documentation they needed to resolve this matter months ago. He even still has all the photos he took and submitted to CUSTOM DECORATORS. Meanwhile, they claimed they never go those nor the installer before that they had come out and take pictures. It is all a scam to not complete the work nor spend any money to fix issues. This matter is not resolved. They documented here that they would also compensate for the issues that we have had to deal with all year. More lies. How do you all close without resolution?

  Customer Answer

  Date: 12/19/2023

  There has been no resolution. Just because they send someone out does not mean they have corrected the issue. They just send someone out wait until I follow up with them then they say they are missing X or Y or whatever. If that was actually the case why don't they follow up? Let us know something? I have to work for them to find out anything and that is how it has been since March 2023. Please do not close this complaint. 

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair 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.

  Project # P ******* Custom Decorators blinds, through Penneys. Complaint : poor construction of products, length of time (August 2023 for correction and replacement, still ongoing)Decorator from Penney's: 8-3-2023: proposal 8-7-2023 ******************* quote/contract: $6182.30 Blinds: total 9, all top-down/bottom up construction -6 cellular shade cordless blinds (nonworking) -3 cellular shade clutch control blinds (these are working)First Installed August 25, 2023. The mechanism of the 6 cellular cordless blinds was not adjustable and did not stay in place. They would drop back down, not move at all, or, raise back up! A small plastic key provided to help adjust the blinds did not sold this problem. I had to leave them down or push a chair to the window and prop the blinds on it. I was unable to reach ******** until Sept. 9. On Oct. 6, the installer returned. His work had been done correctly. He told us he "had never seen anything like this " happening with blinds. He called the company, and was told to remove the blinds and ship them back. Substitute blinds were supposed to have been delivered to us, but they had not. A week later, when a box of folded "Post-It Notes", the paper substitute blinds, arrived , I contacted the installer, and he came to put up them up. They are folded and held in place with clips. I do that every day.We have heard nothing from the company.I had been told by Custom Decorators that they do not replace their mistakes with new blinds, only repair existing ones. I have no other information. As of today, November 6, 2023, that is our situation. Our project, which began in August, remains unfinished. Custom Decorators have had our full payment as of August, and have not corrected problems and mistakes we have had for these months.

  Business Response

  Date: 11/09/2023

  We called the client twice and was unable to leave a message.  We emailed as well.  We are offering remakes with compensation to ensure all blinds are working properly.

  Customer Answer

  Date: 11/12/2023

  Re: Complaint  #********.

  I spoke with *****, a representative of Custom Decorators, on the phone on Friday.  I had questions for her as well, after receiving their offer, and had filled out a form online with my questions.

  But as of Friday, she had not yet received that form. 

  After we had spoken, and ***** had taken notes, she said she would get answers to my questions for me, and will contact me by email as soon as possible.  

  So now I am waiting for her answers before deciding whether to accept the Custom Decorators offer.

  Thank you.

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

  Customer Answer

  Date: 11/22/2023

  Project # P ******* Custom Decorators blinds, through Penney's.

  Custom Decorators returned our *************** on Nov. 20.  The installer was told the six blinds had been repaired and he reinstalled them. But one blind did not operate.  He phoned CD at once  and told them it didn't work, but  that he would not remove it and leave the window uncovered, so the nonworking blind is here.  The paper substitute blinds we had been using for the past several weeks are not reusable.

  *****, customer specialist at CD, contacted me and said she would insist that this reorder be expedited and would track its progress.  Having spoken with her several times throughout this project, I truly believe that she will do that.  But correcting the defects are not her responsibility.

  As for the remaining reinstalled blinds, there are more problems. There is a ratcheting sound as they are raised and lowered, and they are becoming more difficult to operate.  Now another blind doesn't work correctly: raise it at the top, and the bottom half drops down. This was a defect originally!  

  I have been concerned throughout this project that repairing the defective blinds would not guarantee the job. It has not.  Please help us to finally resolve this ongoing (since August) situation completely.

  The original complaint and the solutions I stipulated remain the same. 

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

  November 22, 2023

   

   

  Customer Answer

  Date: 11/29/2023

  As of today, November 29, 2023, I have not gotten an update.  I had spoken with the Custom Decorating representative, *****, last week. She is expediting the new blind order. 

  But I told her that the other blinds are not working correctly either, and have not received any further information about replacing them.  The blinds do not stay in place.  They continue to unroll downward when I try to situate them.  One of the blinds is very difficult to move, to push down or pull up. This routine of service could mean that once again, the blinds are only repaired, piecemeal, and continue the ongoing runaround of poor construction and delay.  

  My husband and I have lost patience with this company after these months of poor service and products.  Enough delays and excuses.  We want to have our money refunded now.  Can BBB help us settle this?  We have been advised enlist the help of an attorney, unless BBB alone is able to assist us with a lawsuit?

  Please respond to advise us of our next step.

  Thank you.  

   

  Customer Answer

  Date: 12/11/2023

  Complaint P4358015.

  December 11, 2023

  ***** and *********;******

  This complaint is far from resolved.

  All Custom Decorators and ******** have done is to send the same original defective blinds back and forth over and over--the same ones!  They have not ever replaced the blinds. 

  In the latest fiasco on  November 20, 2023, our installer, the person who has been here many times, realized immediately that one blind would not work at all.  He called DC at once, and left the blind here in place so we would not have to put paper blinds up again. However, I found the blinds are each in some way nonworking. 

  Some make grinding noises when moved.  They must be pushed hard to get them to go up and/or down.  They do not stay in place when simply raised or lowered.  Instead the blinds slide down and actually raise up on their own. It is a constant problem every day.  I have to keep them propped on a chair back, or try to squeeze the accordion folds together.    

  I have written to you about this but did not get an answer.  What you told me at the time was that our case is closed! I sent information to CD and to BBB.  My complaint letter to you is dated November 29, 2023.  My latest notice from CD is that they are sending still another replacement blind to the installer. 

  No, we do not want to deal with this company any further.  We want no more back and forth, no more of these defective blinds.  Nor to wait while DC continues their excuses, delay, and disgraceful service.    

  This entire frustrating situation has become beyond stressful.  We want our money refunded immediately, both for project cost and compensation. We are wanting the advice of BBB before we advance any further.   Are we correct to assume that our next step  is to consult with an attorney, possibly to then file a lawsuit?  

   

   

  Business Response

  Date: 01/17/2024

  On 1/5 the client agreed to remake the shades as custom clutch that were having continual problems.  The estimated ship date for the remakes is 2/12/24.  Once the installer receives them he will call the client to schedule installation.  The client confirmed this resolution was acceptable to her.

  Customer Answer

  Date: 01/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business Custom Decorators Inc. in reference to complaint ID ********.

  Their "solution" is not satisfactory, in that it does not refund to us the money we have spent, nor the months of time we have wasted trying to resolve problems with this company. From the beginning, these blinds were poorly manufactured.  Promises of repair, replacement, and "remake" have caused months (September-the present) of emails, phone calls, always culminating in unacceptable replacements.  We have tolerated blinds that simply unroll, drop, and do not stay put, weeks of paper "temporary" ones to cover the windows while blinds were repaired, and more.  Not once have all six blinds actually worked properly. 

  But by acceptance of this offer, and if this reorder is actually and finally correct, it will conclude months of our time and of money wasted, even though it will not result in the outcome we have clearly stated and deserve now, which is a full refund.

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

  Customer Answer

  Date: 01/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business Custom Decorators Inc. in reference to complaint ID ********.
  Their "solution" is not satisfactory, in that it does not refund to us the money we have spent, nor the months of time we have wasted trying to resolve problems with this company. From the beginning, these blinds were poorly manufactured.  Promises of repair, replacement, and "remake" have caused months (September-the present) of emails, phone calls, always culminating in unacceptable replacements.  We have tolerated blinds that simply unroll, drop, and do not stay put, weeks of paper "temporary" ones to cover the windows while blinds were repaired, and more.  Not once have all six blinds actually worked properly. 
  But by acceptance of this offer, and if this reorder is actually and finally correct, it will conclude months of our time and of money wasted, even though it will not result in the outcome we have clearly stated and deserve now, which is a full refund.
  **********************************************

• Initial Complaint

  Date:10/19/2023

  Type:Service or Repair 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.

  We purchased *************************** blinds through Custom Decorators in 2017. Since then we have had to take the blinds in for repair every couple of months. The blind style has been recalled and parts will eventually become unavailable. We have been in contact with the company several times as well as *************************** to request *************************** lifetime warranty and a full replacement as this has been ongoing for close to 7 years of having to repair blinds that started to break on various windows within the first couple of months of installation. After multiple attempts to activate the warranty we were told it would cost $129 plus tax to have someone come out and take a look. I asked that the fee be waived as we did not feel we should have to pay for someone to look at the blinds as the dozens and dozens of service records can be viewed through the service provider that has been fixing them Ive the years. The issue is with the internal mechanisms failing and is a design flaw. The company has not returned calls or emails, so after multiple attempts to contact them to have the fee waived or speak with a manager on the matter, we had an in house design salesperson come and provide a complimentary visit and who agreed to try and follow up on our behalf. We spend more money on the *************************** product to have the lifetime warranty and neither the company nor the third party provider will stand by their warranty without trying to charge us additional fees. Blinds have gone up significantly and it would cost us as much to put 5 new blinds in now as it did our entire house in 2017. Emails, receipts, and service records can all be provided for verification purposes on request.

  Business Response

  Date: 10/19/2023

  We issued a no charge work order for the client on 10/17 to have an installer go out and attempt repair. If repairs are not possible we will remake the shades that are inoperable.  We apologize for the delay in an acceptable resolution for this client.

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20751438
  
  I am rejecting this response because:

  We have not been contact by Custom Decorators with regards to the mentioned work order.  The business has not provided any updates or timelines on when we can expect a service person to come out.  Furthermore; we are not requesting repair.  The blinds have been repaired numerous times and in fact we just had one set repaired and sent back last month.  Service orders can be pulled from the authorized service provider going back to 2017 (Permaseal). We want to be clear that we are requesting complete replacement as the current blinds have a faulty inner mechanism and the design has been recalled. A rebuild/repair on a faulty/recalled product is unacceptable. 

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

  Business Response

  Date: 10/26/2023

  We are following up with the client and the installer and will issue remakes as needed rather than repairs.  We want the client to be fully satisfied.

  Customer Answer

  Date: 11/01/2023

   
  Complaint: 20751438
  
  I am rejecting this response because:

   

  Please provide clarification on what a remake means.  This product has been recalled/discontinued and continued repairs/rebuilds have failed. We are requesting a complete replacement with a similar product in cordless cellular shades - top down bottom up. 

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

  Business Response

  Date: 11/07/2023

  We are offering remakes in a comparable product.

  Customer Answer

  Date: 02/21/2024

  The company offered to replace our current top down bottom up cellular shades with a similar top down bottom up cellular shade; however the product itself is different and now features a sheer fabric which we don't like the look of.  We asked for another option instead and were offered 50% off another product of our choice.  We decided to proceed with replacing with the same cellular shade product in the bedrooms with the only difference being they only open from the bottom and have a wand to lift instead of a manual lift.  We replaced the dining room and living room windows with silhouettes which is a different style entirely.  We paid for the blinds at a 50% off discount with a total of $613.83

  
  

  After the installer left, I noticed that they had not left the old blinds behind.  I contacted the installer immediately to ask for the blinds back and was told that they had been disposed of.  The installer indicated that he was told that we had received a full credit from Custom Decorators for the blinds that they took away and he redirected me again to Custom Decorators customer service line.  Since we in fact did not receive a full credit and paid for our replacements our old blinds should not have been disposed of.

  
  

  In addition, I noticed that there were gaps on the sides of the window treatments in two of the bedrooms, and the master bedroom has a larger gap on one side than the other.  The set in the master bedroom is concave in shape (almost as if it is being sucked in).  I contacted the decorator that had helped us to select our window treatments to let her know my concerns and asked what could be done as I am now unsure that replacing them with a similar cellular shade was the right choice as it seems the window is too large to accommodate that style which is causing the blind to be sucked in.  She also directed me back to customer service.

  
  

  Since the issue was unable to be resolved through customer service in the first place.  I am disappointed that I am again being pushed back in that direction.  It has been a frustrating and expensive process to go through for something that we really shouldn't have had to pay for, and then to have them installed with gaps on either side of the blinds and also have them throw out the old ones that we paid for was upsetting.  

  
  

  Given the fact that these are considered a premium product, the costs associated with them and the fact that they took away the old ones, we would be requesting to have our blinds adjusted to fit properly in the windows and have the larger master bedroom blind re-assessed for replacement with a more suitable product.

  
  

  Thank you,

  Leah 

  
  

  Business Response

  Date: 03/05/2024

  We will follow up with the client and address the light gap issues as well as the re-evaluate the product.

• Initial Complaint

  Date:10/01/2023

  Type:Delivery 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.

  Ordered blinds and drapery panels. The blinds were installed and are satisfactory. The panels were too long Installer notified company. I did receive notification that they were aware of the situation and I received follow up emails telling me that they were working on it. Then nothing, no response to emails, no communication. It appears to me that the situation is resolved to them and I am left with drapery panels that are too long. They look sloppy and unprofessional.

  Business Response

  Date: 10/04/2023

  We apologize for the delay in the replacement.  The replacement is in production and we will provide an estimated ship date.  Once shipped the installer will schedule an appointment for the install of the replacement product.  We will compensate for the delay in completing the order.

  Customer Answer

  Date: 10/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********************

• Initial Complaint

  Date:09/15/2023

  Type:Product 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.

  Purchased draperies on 4/13/2023 for $2,445.00. They were to be pleated and hung over my family room sliding door. In June, I found out the drapes were sitting in their local warehouse for THREE WEEKS because someone had the wrong name on the box. Order information is P4326134 - ******** They were delivered and hung on 6/23/23 by installer named *****. He tied both panels back before he left so that the pleats would stay in better. I was instructed to remove the ties in 48 hours. To my total dismay, the spacing from the top of the drape to the rod was way off - same thing on the bottom and the hem was touching the floor in some areas. The pleats do not stay in - half of them are very wavy! They look like cheap drapes I purchased from a store and hung myself. *****, the installer, was sent out again. He had two suggestions: get the pleats starched; or have a memory string put in at the bottom to hold the pleats nicely. Custom Decorators said starch would ruin them. They also said this fabric cannot accommodate a memory string! BTW, my salesperson has totally ghosted me since early July, and she NEVER came out to see what was going on. When ***** came back the second time, he could see how badly things looked. He photographed the drapes when he arrived and then again when he was done steaming. They have gone back to their original very unsatisfactory shape. Emails have gone back and forth between customer service and me, with nothing getting resolved, only repeated promises to get to the bottom of this mess. ***** refuses to return my texts after 3 times! It is now mid-Sept., and I am tired of trying to get them to pull through with some action other than saying "we don't give refunds." (never asked for one)! This product clearly needs to be replaced with a completely different type of window treatment that is professionally done. This has been a very disappointing experience. Sure wish I had checked BBB reviews beforehand.

  Business Response

  Date: 09/28/2023

  We are working to rectify the order.  We are offering a discount to keep the drapery as is.  We can remake the drapery with memory stitching but will need to discuss that option with the client.  We have reviewed the order and are working towards a resolution that is acceptable to the client.

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20612304
  
  I am rejecting this response because: I have not heard a word from them except that their installer was here yesterday to photograph the drapes and then take pictures again after his work was done.  He agrees the production end was very faulty and that options were not given to me for a better product. 
  
  Sincerely,
  
  **********************

  Customer Answer

  Date: 09/28/2023

  I want to add that in no way will a partial reimbursement be acceptable to me!  Now they are 'talking to YOU' about adding a memory string, at my cost, after writing to me a few weeks ago that a memory string CANNOT be part of particular fabric I ordered!  Installer told me that all the pleat steaming he has done is stretching out the fabric!  This entire project needs to be redone - with a different material - and possibly without pleats.  This has been so upsetting to me, and I expected topnotch customer service from a company like *********** although I know I am now dealing directly with them, but with a vendor called Custom Decorators.  This has been going on since mid-June, I believe.   It's really shameful! 

  Customer Answer

  Date: 10/03/2023

  Here is the most recent communication between ********** and me.  Please set in and help - this is going nowhere.

   

  Totally and completely unacceptable to me.
  
  
  Besides this being worked on since June, without resolution, you cannot even spell my name correctly - adding insult to injury.
  
  
  I feel this drapery needs to be replaced with something else - ***************** NEVER explained to me what the issues could become - I am totally blindsided and now understand why she totally ghosted me in early July. 
  
  
  
  You are lucky I am not demanding a full refund!!!!
  
  
  In no way will I accept compensation from you - and then have to find my own seamstress to make this right!!!!  Additionally,  your customer service team has told me THIS PARTICULAR FABRIC cannot accommodate a memory string.
  
  
  Let's try living up to the words "customer service," instead of "customer disservice," which is what you are exhibiting.
  
  
  I will continue to fight this with the BBB until you make it right! 
  
  
  
  ******* Holiday
  
  
  On Mon, Oct 2, 2023 at 10:29?AM CS Drapery Support <*******************************************> wrote:
  
  Hello ********,
  
  To update you on your drapery order, I was looking into a report that your drapes are flaring. Note that flaring is a common report for drapery products. Under Product Characteristics (signed document attached), the first bullet point states: Due to the nature of fabric, pleats originating from the drapery header may not fall consistently the entire length of the treatment. Leaving the drapery in the open position as much as possible will help the fabric create a memory and encourage folds to fall consistently.
  
  In a nutshell, due to the inherent nature of fabric, flaring is normal and expected, but it can sometimes be resolved by steaming or adding memory stitching. For your particular drapes, the manufacturer advised that they do not as a rule add memory stitching to single-pleat drapes. Since the installer has already been back to your home to steam the drapes, my proposal would be to issue you some compensation to keep the drapes as is, and you have the prerogative to use that money to find a seamstress who could add memory stitching. Note, however, that Custom decorative would not be involved in this process. 
  
  Please either reply to this email or call the number below to provide your feedback on this matter. 
  
  Thank you for your understanding. I look forward to hearing back from you. 
  
  *******
  Customer Service
  Custom Decorators Inc.
  **************

  Business Response

  Date: 10/13/2023

  At this point the resolution that has been determined that the customer is in agreement with is reselecting to a comparable fabric and adding memory stitching to the remake of the drapery in the new ****************.

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20612304
  
  I am rejecting this response because:  THIS IS FINE SO FAR, BUT I NEED TO SEE THIS THROUGH COMPLETION BEFORE ACCEPTING THIS.  IS THAT OKAY?
  
  Sincerely,
  
  **********************

  Customer Answer

  Date: 10/26/2023

  They are being cooperative and are sending someone here tomorrow to select and then replace the drapery.  HOWEVER, this took at least two months the first time around.  I am afraid to 'sign off' on the complaint until the finished product has been selected, constructed, delivered and hung.  Is that acceptable to you, or do you require a firm/final answer from me now?

  Customer Answer

  Date: 11/08/2023

  Oh, I was very satisfied - and even more so this week when ********** offered to redo the draperies in a brand new, more expensive material, at their cost.  It's not that I wasn't satisfied - I didn't want to sign off on this until the work would be completed.  I hope you can understand and appreciate that.

   

   

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair 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.

  1st Order customer drapery April 29th, 2023 no status updates told estimate ship date 6/21/2023.2nd Order cellular shades ordered on May 11, 2023. Shipped to installer on May 17, 2023. Installer called on 6/14, 2023 to schedule inhome appointment time 12:00-1:00 never showed up texted several hrs later text could not make it need to reschedule. I called him back today no answer.

  Business Response

  Date: 08/10/2023

  Installation completed 6/15.

• Initial Complaint

  Date:05/29/2023

  Type:Service or Repair 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.

  Purchased custom shutters with installation service.Contract acknowledged 10/12/2022 Approximately finish date 12/20/2022 Complaint: Several custom shutters were ordered and all have been installed except for the "family room slider with bypass track. The last communication received from the company was in April 2023. The company indicated that the "family room shutters" had finally been properly built and that the installer would contact us to provide an installation date. No response has been received from them since.My last communication to "Custom Decorators Inc was in May 21, 2023. In that communication, I submitted a request through their website asking for an update of the current project which after 5 months is still not complete. In that same request, I took ************** of informing them that one of the installed shutters was falling apart. My petition is as follows 1. Have the "family room with bypass track completed and installed.2. Fix the shutters from the master bedroom which are falling apart.3. Ensure that the other already installed shutters do not break down as well. Attached 1. Copy of the communication sent to Custom Decorators Inc on 05/21/2022 2. Pictures of the master bedroom shutters that are falling apart.

  Business Response

  Date: 06/26/2023

  The complaint has been reviewed by management and it has been determined that we want to resolve the order to their satisfaction.  We have issued a work order to the installer to complete the ****************** the repair is complete, we will discuss compensation with the client for the delays they experienced in completing their installation.

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20117915
  
  I am rejecting this response because:

  1.  The business response does not address the concern related to the family room slider with a bypass track.

  2.  The business response does not provide an installation date for the missing shutters pertaining to the family room slider with bypass track nor does it include a date of when the master bedroom shutters will be fixed.

  Sincerely,
  

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

  Business Response

  Date: 08/04/2023

  We have issued a new installer to complete installation as well as agreed on a compensation amount to be issued once the job is complete.

  Customer Answer

  Date: 08/11/2023

  Hello, in response to the most recent reply provided by the company, as they indicated an installer did visit on 08/08/2023; however, they were unable to do anything related to the  installation.   Hence, this is still an open ticket and I would like to obtain details of what the company plans for next steps.  

  Overall, expecting for the company to:

     * the plan details to be provided within the next 5 business days from the installer's visit of 08/08/2023

    * We accept thet company's promised compensation amount
  

   

  Thank you 

  Business Response

  Date: 08/29/2023

  We are committed to completing the order to the client's satisfaction and issuing the agreed compensation upon completion.  We have reordered the missing items to complete the installation in addition to a full remake to ensure the job is finished at the next installation appointment.

  Customer Answer

  Date: 09/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However, this new upcoming installation date should be the last opportunity for the company to finish the project.  This narrative of not having the proper parts will no longer be acceptable for this has been the same excuse since 12/2022. 
  
  *********************************

  09/04/2023

• Initial Complaint

  Date:03/08/2023

  Type:Service or Repair 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.

  I ordered draperies for my living room and bedroom from Custom Decorators and paid them $9050.99 on August 12, 2022. My order number is P4234619. We were told that it would be October before we could schedule the installation. When October passed, I called and was told by the installer that he must have forgotten about us. He came out on November 23, 2022. He was able to install the sheers, but he said that he was unable to install the main panels. He said that not only was the order wrong and not what we requested, or what he put when he submitted the measurements, it was so contradictory that it was impossible to put up. He said he would get a message to the workroom to get back to me and straighten this out. No one called me. For the next several months, I repeatedly called to get my order corrected. Though the customer service representatives always promised that someone would return my call, no one ever did. I was never able to reach a manager or get one to contact me back, despite numerous emails and phone messages to them. On March 1, 2023 I called and was told that they would need another $6000 to make the draperies that I had ordered. I asked if I could get a refund or at least get the items I had paid for, but I was told that they could do nothing unless I paid them $6000. I asked them for a quote or breakdown of how those costs worked, but the customer service rep refused to say anything other than I had to pay them another $6000. At the customer service number, it is impossible to reach anyone with the authority to do anything. Whatever they do will have to be a reorder, since their original order was wrong. They cannot give me what was on the original quote, because that is a mishmash of contradictory information from the saleswoman and the installer. They've had my money for months, and they're refusing to help me until I pay them more.

  Business Response

  Date: 04/20/2023

  We have reordered the drapery to meet the client's expectations.  The client has been made aware and is happy with the resolution.

  Customer Answer

  Date: 04/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If the company does not follow through on its promises in a reasonable amount of time, I will reopen this complaint.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/29/2022

  Type:Product 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 purchased custom blinds at ********** on 7/26/22. They assigned the blind making to custom decorators. Three different times the blinds were cut the wrong size, even though someone came out to measure. Bottom line was after the 2nd time they came out with the wrong size blinds I requested a refund of 3 blinds, order P4246324 after the 2nd attempt (12/9/22). In addition, the blinds installers left all the packaging on the floor, I tripped over these items, not knowing they were there and sustained injuries (pictures emailed to ********** Escalations and Custom Decorators. Custom Decorators did not reach out to me until 12/13/22. On 12/13/22, I was emailed that they approved my refund $546.12 and a payment for my injuries ($500) was approved on 12/15/22. I have the pictures and email with the approvals. It is 12/29/22 and I have not received any of $1046.12. They keep sending me a receipt of my original purchase. I paid via credit card but have yet to see any money. I spoke to them on 12/29 and no one can tell me when the refund or injury payment will be mailed. They keep saying I need to sign paperwork, of which no one has sent. After the 2nd attempt to install, I signed the installer paperwork stating I wanted a refund and noting my injuries. How can they say a refund was issued on 12/13 and now tell me it was never done and I need to sign paperwork. I am requesting that this total refund be initiated immediately, 12/28/22 - Yesterday I received another blind, once again, cut the wrong size. Per the ********** Contract, they are supposed to be managing this and I should not be working with their contractor.

  Business Response

  Date: 01/20/2023

  We processed a refund for the shade that came incorrectly.  Additionally we issued her a check for $500 for the pain and suffering of tripping although she admitted it was not the fault of our installer.  This issue has been resolved.

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair 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.

  Order from September has not completed as of December. They took tens of thousands of dollars from me 5 months ago and have not completed the project. Defective products were delivered, and no resolution in sight.

  Business Response

  Date: 12/21/2022

  We have contacted the customer and apologized for fabrication delays caused by out of stock fabric.   After the initial installation attempt on 12/9, we identified a shade that needed to be remade.   We expect it to be completed in late December and the follow up installation in early January.  We have communicated the status to the customer and will follow up to discuss appropriate compensation for his challenges once the installation is complete.

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18611853
  
  I am rejecting this response because:  Since September, the company did not contact the manufacture to resolve the issue.  That is 5 months of delay. My reque4st for management escalation were not honoted
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 01/06/2023

  Fabrication WAS NOT completed in December 2022.  It is not January 2023, and the installation is not complete.  There are defective units that have not been taken care of.  I am not being communicated with.  I keep getting broken promises of delivery since September 2022.  Not then 12/28, then 1/4/2023, and now they have not fixed the issue or made any attempt to re-manufacture the defective unit.  The installer was send useless parts that could not resolve the defect.  ****** is not resolving the issue, and CDI is not compelling ****** to complete the installation.  As of January 2023, I have no commitment from the company to resolve my issues from my September 2022 order.

  Business Response

  Date: 02/09/2023

  We have reached out to the client to advise that the installer will be contacting him to complete final installation. The installer was sick which caused the delay in scheduling final installation of the order.  We will continue to keep the client updated.