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:08/29/2023

  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.

  On June 6, 2023, I met with ****** Sales Representative ************************* at our house and took measurements of windows. June 9, received a quote for $4200 and returned the signed contract with $1400.00 deposit. July 5-Shades installed, significant light bleed from sides of black out shades and significant gap between window frame and valance. Bedroom #2-******* said she would replace the shade since valance was measured too short. Third shade 2 1/2 gap at bottom and 2 inch gap at top of closed shade. She agreed to replace. July 11- Unbale to install screens because shade hardware in the way of opening and can not access window. Exchange emails on July 13, 19, 20, 29, 31, Aug 1,7. Sent photos of each window/valance with a tape measure highlighting the gaps between valance and window frame. We asked ****** and supervisor to come to house to view and discuss. ****** stated she did all she could and insisted we pay the balance. Aug 7, we requested to meet with supervisor. Aug 10, we would pay invoice when shades and valance fit uniformly. ****** was referring case to her company lawyers. Aug-11 requested contact information of supervisor. Aug 21, I phoned the office and left message on supervisors voice mail requesting to speak with him and resolve the issue. Aug 22, I received an email from *****************************, Interior Manager. He is unable to do anything further and referred the matter to corporate offices and asked me to pay balance to avoid collections. As of 8/22-******* and supervisor refuse to visit house to observed the issue and we have been threatened with action from their lawyer and referring our case to a collection agency. We are looking to replace the ill fitting shades, not all of the shades. We contracted for custom shades but have received off the shelf shades that dimensions vary and do not look uniform and are unevenly hung.

  Business Response

  Date: 09/08/2023

  *******,

  Weve reached out to the Dealer on the consumers behalf.  *****************************, Interior Manager returned our call advising he is actively working with the consumer/************************** to resolve the issues raised.  ***** advised he was just out to the *********** residence last week therefore, thinking this could be a timing issue given the timeline of the letter. 

   

  Please advise is anything further is needed.

   

  Thank you,

• Initial Complaint

  Date:08/22/2023

  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 and had installed white shutters. They were supposed to match my window frame dimensions since they were a three panel installation. Instead of providing 2 panels that opened and a middle fixed panel, they made 3 panels of the same size and the left one cannot open. Not to mention from the outside it looks poor, especially at night. I have been in touch with Springs and have been told that *************************** is the person that I need to deal with. He will not return my calls nor will he get in touch with me after being prompted by coworkers I have spoken to. The shutters need to be remade and installed properly.. the job is paid for and ********** wants me to sign off on it being complete. I will not do that until this is rectified.

  Business Response

  Date: 09/08/2023

  *******,

   

  Weve been in contact with the consume/*********** and the installer.  Weve agreed to remake the product to match the consumers window frame dimensions.  Appointment for remeasure is scheduled for 9/11/23.

   

  Let me know if you need anything further.

  Customer Answer

  Date: 09/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:07/19/2023

  Type:Delivery 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 this company over a month ago for blinds for my home. I never heard back from them even after the estimated delivery date. When I decided to reach out to them they told me if i wanted to cancel this order I would be responsible for a $960 restocking fee when the entire order was for $1400 which would represent a near 70% restocking. This was placed through Lowes whom I assumed to be reputable but this seems to not be the case. I will file a separate complaint against ***** as well.

  Business Response

  Date: 08/14/2023

  After full review of complaint ID ******** for consumer ********************* here are our findings.

   

  Customer signed a NOTICE OF RIGHT TO CANCEL document on 6/8/23 which advised they had the right to cancel so long as they did so by 5pm on the third business day following the sale (NO LATER THAN MIDNIGHT 6/13/23).  Order was received and processed by our company on 6/9/23.  Upon receipt our estimated delivery to installer was 7/6/23.  Order shipped out in two shipments one delivered 7/3/23 and the other 7/12/23 to the installer.  Customer contacted us on 7/19/23 asking to cancel due to stated installer had not yet reached out to schedule the install.  The date consumer contacted to cancel is well beyond the date to cancel they signed off on.  Merchandise ordered is special order/cut to size and therefore cannot simply be restocked and therefore carries a cancellation fee due to beyond cancel timeframe (already produced and shipped). 

   

  Attached for your reference is the signed agreement. 

   

  Please let me know if you have any other questions.

  Customer Answer

  Date: 08/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:04/28/2023

  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 shades and blinds for all my windows around 5/16/2023. the contract amount was 11,196.00 but because of the delay and screw up they gave me a 10% discount. The first time to install was 7/25/22. Shutter in 3 rooms were broken and not made correctly. Installer let them know. That is where I got a 10% discount. 2nd time Install October 2022. the Same three done wrong again. No word from the Company. Finally at end of March made an appointment for install April 25th. This is Number 3 and the 3 shutters that were installed were worse than the 2nd install. I have currently paid them 5,000 dollars. I want them to come back and fix them with no additional cost to us. Or at least 50% of what we still owe. They were willing to take 1200 off and have us keep them but they are all off and wrong. Some are cracked. the installer himself is so disgusted with the company. He keeps coming out all over and having to replace their horrible work.

  Business Response

  Date: 06/05/2023

  Hi *******,

  We were able to send one of our associates out to the Howlands last week to inspect their product.  Upon inspection it was discovered there were installation errors that were preventing the product from functioning correctly.  We offered to send someone out to fix but they refused.  We then offered either a full removal/full refund or we could waive the balance for them to keep the product as is with only the partial payment theyve already made.  They decided to have us waive the balance and keep them as is.  As part of that agreement ****** said she would retract her BBB claim.

  Customer Answer

  Date: 06/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:08/10/2022

  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.

  We placed a window treatment order through ****** which assigned to Springs Window Fashions LLC in June. During measurement, I clearly told the worker that I preferred made in the US to avoid the chaos of international shipment. The worker guaranteed by words that our window would be made in Milwaukee. We quoted several contractors at the same time, and we decided to go with this one was based on two reasons:1. They have us an earlier delivery time and 2. It won't be made overseas. We got an confirmation email from ****** home service with an estimated delivery time 4-6 weeks, which meant the latest time should be mid July. And also in the email, I was asked to directly contact Springs Window Fashions LLC for future updates. I called to check the status in early August as I was not contacted by anyone about the update. And I was surprised to learn not only the delivery time was pushed to November but the product was not made in the US either. They split my order and sent part of it to Asia. I was not informed by anyone from this company in any methods about the change of my order. I suspected this is a fraud since they deliver a different product as they claimed and they did not even notify the customer.I tried to solve the problem by contacting them to see if I can cancel it as the wait time until November was ridiculous. Unfortunately they refused to answer any of my questions. Instead, they asked me to pay for the restocking fee if I canceled the order. Based on the reasons above they failed to deliver the products on time and also they failed to timely communicate with the customer about the change of the status, I am asking to get the deposit fully refunded without paying the restocking fee.

  Business Response

  Date: 10/13/2022

  Hi *******,

   

  Just following up.  Not sure if you’ve reached out to the customer in question “******* ****” – however, I would like to update that we did in fact connect on 9/15/22 and made a full refund of their deposit.

   

  If you have any further questions let me know, otherwise will consider this closed.