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:09/16/2022

  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.

  Around July 20th, my window blind got broken and contacted this company to repair over the phone. They charged two credit card transactions including one for repair($70.16) and the other for installation($272.34). I misunderstood numbers and $342.5 was completely over my budget. So I called the company around July 26th to cancel two transactions but one transaction($70.16) has not been refunded yet.I called the company twice to confirm if they cancelled both transactions. $272.34 was refunded on Aug 16th but $70.16 wasn't refunded. So I called the company again to ask why it wasn't processed. A customer representative told me that the transaction for the repair would be processed after the refund for installation. So I waited for one more week but it hadn't been processed. I called the company again to check the status but at that time, the answer was completely different like "the refund request wasn't successfully submitted to the system. I will issue the refund now and it will take up to 5 business days". It has been over 15 business days since my last call but it wasn't refunded yet.I filed a credit card dispute to get a credit back but the credit card company(Bank of America) was very passive to support. Credit card company is asking me to provide further documents by Fax or Mail but what kind of document can I send to the credit card company in this situation? Please help me to get refund $70.16 as soon as possible. I don't understand why this company does not give the credit back.

  Business Response

  Date: 09/19/2022

  A refund of $70.16 has been processed.  

  Customer Answer

  Date: 09/20/2022

   
  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:09/15/2022

  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.

  Attached E-Mail, August 15, 2022, from Custom Decorators informing me that a refund case as been created - case # ******** in the amount of $965.27 including tax. I have e-mailed, faxed, and called Custom Decorators and was informed that the refund has been approved and the refund check will be mailed to me. As of September 15, 2022 I still have not received the refund check from Custom Decorators.

  Business Response

  Date: 09/19/2022

  On 9/17/2022, a refund to the client was processed.

• Initial Complaint

  Date:09/06/2022

  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.

  I ordered custom drapes from Custom Decorators on October 29, 2021. The representative was professional and pleasant. The expected delivery timeline was 2 to 3 months. The drapes were ready in early January. The installer and I agreed on an installation date of 1/24/22. That day came and went but the drapes weren't installed and I didn't hear from the installer. I called and left a number of messages with the installer but there was no response. I spoke with the representative who said the installer was ill. I then spoke directly with the company who said they'd transfer the drapes to a second installer. I waited weeks and finally was contacted by the second installer who set up an appointment. He arrived but refused to wear a mask so I would not allow him in my home. I called the company again and they said they'd get a third installer. I asked for a refund and they refused. During subsequent phone calls, when they said they'd transfer them to a third installer, I said I'd get my own installer and requested an adjustment on the amount I paid. On 4/21/22, the company said they would reimburse me for the cost of the installation ($333) plus an additional $650. The drapes were finally sent to me on 5/5/22 and I had them installed by a third party. I received a check for $400 on/around 7/10/22. I have not cashed it. The company failed to uphold their final verbal contract with me. BBB contacted the Company who said they'd submitted a refund request to their accounting **** on 7/22/22. To date I have not received satisfaction on this issue.

  Business Response

  Date: 09/07/2022

  Custom Decorators, **** submitted a credit to *********************** **************** card ending in **** in the amount of $357.14 on 7/7/2022.

  This amount, in conjuntion with the $400 check received by ************** equals the full refund amount that was discussed with, and agreed to by, ***************

  Thank you

  Customer Answer

  Date: 09/07/2022

   
  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.

  I apologize to Custom Decorators, **** for failing to realize that the credit from ****** on our **************** card was actually for the drapes.

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

• Initial Complaint

  Date:08/18/2022

  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.

  On Thursday, June 30, 2022, custom made drapes were installed by a third party installer who was employed by Custom Decorators, **** I thought I was working with JC Penney In-Home Custom Window but when I specifically asked if the designer worked for JC Penney, she told me JC Penney is a client of Custom Decorators, **** The drapes that were received and hung are not the proper measurements of the drapes I ordered per my contract. On June 30, 2022, I received an email from JC Penney In-Home Custom Window advising they received my complaint from the installer and stated action would be taken immediately to resolve this issue. Per an email from the designer dated 7/1/22, she advised me the installer sent her and the company pictures of the drapes that do not fit. At that time, the designer made an appoint to come to my home on Tuesday, 7/5/22 to verify my complaint. At that meeting, she acknowledged that the drapes I received and the drapes I ordered were not the correct measurements. She re-measured and came to the conclusion that the workroom had custom made the drapes according to number of pleats rather than actual measurements. She indicated that the installer had since quit, taking my old drapes and boxes with him, so she was not, at that time, able to box up the drapes and send them back to the workroom for them to properly redo. She advised me she would order boxes right away and then the drapes would be sent back. Through an email dated 7/26/22 still no boxes. I have contacted customer service many times and get conflicting stories. Customer service states they are waiting for updated/corrected measurements from the designer and the designer advises me she is waiting for boxes. I cannot get anyone from this company to take action or get back with me. I cannot reach anyone by phone because they don't answer and there is no option to leave a message. Finally on 8/5/22, I filed a disputed charge claim with the bank and they are investigating.

  Business Response

  Date: 08/23/2022

  The installer picked up the drapery on 08/18/2022, per the signed ******************* Worksheet.

  
  The designer corrected the measures and updated the workroom that manufactures the draperies.

  One of our Customer Service Leads sent shipping labels to the installer for the boxes that the designer purchased to ship the draperies to the workroom. Once the workroom receives the draperies, they will correct the widths and then ship them back to the installer.

  We also ordered temporary window shades from ***************************, so the clients will have privacy.  They were delivered on 08/06/2022.

  Customer Answer

  Date: 08/23/2022

   
  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:07/21/2022

  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 ordered custom drapes from Custom Decorators on October 29, 2021. The representative was professional and pleasant. The expected delivery timeline was 2 to 3 months. The drapes were ready in early January. The installer and I agreed on an installation date of 1/24/22. That day came and went but the drapes weren't installed and I didn't hear from the installer. I called and left a number of messages with the installer but there was no response. I spoke with the representative who said the installer was ill. I then spoke directly with the company who said they'd transfer the drapes to a second installer. I waited weeks and finally was contacted by the second installer who set up an appointment. He arrived but refused to wear a mask so I would not allow him in my home. I called the company again and they said they'd get a third installer. I asked for a refund and they refused. During subsequent phone calls, when they said they'd transfer them to a third installer, I said I'd get my own installer and requested an adjustment on the amount I paid. On 4/21/22, the company said they would reimburse me for the cost of the installation ($333) plus an additional $650. The drapes were finally sent to me on 5/5/22 and I had them installed by a third party. I received a check for $400 on/around 7/10/22. I have not cashed it. The company failed to uphold their final verbal contract with me.

  Business Response

  Date: 07/22/2022

  A refund request was submitted to our accounting on 7/22/2022 for processing.