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:04/29/2024

  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.

  In late September 2023, we ordered blinds and set up an appointment. Unfortunately, the day before the appointment, we were informed that it would be cancelled. In retrospect, this should have been a red flag regarding the company's professionalism. However, we allowed them to reschedule. During the this appointment, the "owner" came out and we emphasized the urgency of having the blinds installed in October as we had family coming to visit. He assured us that the blinds would arrive no later than October 12th. Despite waiting and calling, we didn't hear anything back until October 23rd. At that point, we were told that the fabric on order was out of stock. We asked if we could cancel our order and were offered a nominal 10% discount to convince us not to cancel, which we found to be offensive. The only original request was to have the blinds installed by Mid-October. The owner then stated that we could cancel up until the blinds became available. Mr. Reginald L*** called back on October 27th 2023 and informed him our desire to cancel and receive a full refund. At this point, the owner’s whole attitude changed toward the situation. The owner then proceeded to be dismissive of the time frame we originally agreed upon and stated that only part of the order was now available. Additionally, he stated he no longer wanted to do business with us and would cancel the order.
  
  Despite our repeated requests to cancel, we were met with resistance. Also, he then messaged us that there would now be a restocking fee. We never saw or signed a contract. He also intimated that he would make it difficult for us to receive a refund. Since we were getting nowhere with the company, the charges were disputed thru our financial institution.
  
  In summary, it is very unsettling that a business with high online reviews(negative ones are deleted)will continue to hold on to money for a service that they haven’t provided. To this date we have no material and continue to be charged.

  Business Response

  Date: 04/29/2024

  There are so many lies and false information, I don’t know where to begin. 
  
  We never agreed on a install date. We never promise a certain date, just a timeframe. Client was told 4-6 weeks. Our salesperson that was scheduled to come to their house for the consultation was in the hospital so I came the next day. Client said it wasn’t a big deal since they didn’t have shades in their house for a year already. The fabric they picked was on backorder which was out of our control and unknown to anyone at the time of the order. The order was delayed 2 weeks longer than expected which is why we offered them additional 10% discount from the contract which they agreed to that. We offered a partial install since we had half of your order ahead of estimated time but they declined. Several days later their shades on backorder shipped and then they filed a charge back with their credit card. We explained to them with custom shades you can’t cancel an order 5 weeks after the order was placed plus we already had half of their order. We attempted to stop the order in production but it was too late. We even offered to refund the part of your order that didn’t ship on time but they declined that as well. The client filed a chargeback with their credit card company, but their credit card company took our side and did not give them their money back. We provided documents, including ship dates that we received the product with the tracking numbers to prove that we had it before they wanted to cancel. We did our best to accommodate their needs and cancel your order. We have the shades and they refused to pay for them so we are fought the chargeback and won  

  
  We’ve been in business since 1999 and have never encountered a situation like this. 

  Customer Answer

  Date: 04/30/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  To begin with the pattern of lies, Josh ******) states that he told us 4-6 weeks for delivery. The attached messages clearly rebut that. He met with us on 9/18 yet guaranteed delivery on 9/29 according to his ordering system.  If they failed him, that is not our fault. We clearly defined our expectations to him. 
  

  Secondly, if he is saying he told us 4-6 weeks, where is the contract that we signed that stated this. We have never signed nor agreed to any contract regarding this transaction. What kind of business doesn’t have a contract which outlines terms, conditions and especially cancellation policy. Can you please request and provide this?

  Additonally, he states that he offered us a 10% discount and he stated that my wife agreed.  This was on Monday, Oct 23rd 2023. This is false and if we agreed, why did he attempt to cancel on Oct 27th?
  

  Lastly, after I requested a full refund on October 27th (per attached correspondence), why did it take him until November 1st to then speak of and request a restocking fee?  Even if they was in a contract (which there is none), why is he holding $6000 for services that were never completed.  This is absurd.

  In summary, we were promised a delivery date.  Josh and his team could not meet this.  When we requested to cancel, he then sprung this “restocking fee” story.  Why didn’t it take 6 days for him to get back to us with cancelation and only then ask for a restock fee… which isn’t $6000.  We also have additional files to submit but this is not allowed through the correspondence. We’d be more than happy to email.   

  
  Respectfully submitted,
  
  
  
  ******** *** ****** ****

  Business Response

  Date: 05/01/2024

  ** *** *** **** continue to make up lies as well as screenshot what they want to send. The ****** owe my company $5939.41 balance due for the shades they ordered. I have @20 screenshots showing EVERY text between myself and both ** *** *** ***** not just what we want them anyone to see. We offered them a refund minus what had been shipped and produced. The charge was going to be $3622 for shipped and produced products. This was not a "restocking fee" nor were those were ever used, nor are those words part of our business model. We don't carry stocked items, so there's nothing to restock. Our products are custom made per each order due to the nature of our product. They are also lying about negative reviews being erased. Companies can't erase any reviews (good or bad) on any review site unless you can prove it to be false which we have done so on every platform they try to attack us on. The ****** chose to go this route, not us. We tried to do what we could to stop production once we realized they were going to be a problem and didn't want them as a customer. The cleanest break would have been for them to let us install what we had for them 

  We are tired of months and months of harassment from **** family and are pressing charges for defamation of character if this doesn't stop immediately. We have been in business since 1999 and refuse to let someone give false claims against me and my company. If we take them to court, we will sue them for the balance due plus interest, the time wasted dealing with their false claims and what we estimate they have cost us overall. 

  We still have their products they signed for and ordered but they refuse to pay for them. We have not and will not refund the $6000 deposit. We have lost several thousand dollars on shades they ordered that we can't use nor will they pay for. We have what they purchased which is why their credit card company denied their false claims. Square credit card processor provided their credit card company with signed transaction and proof that their card was present when the transaction took place. 

  I will have to submit multiple uploads of documents on a separate reply. Pay attention to the dates and details beginning with the first communication was May 30, 2023. They took 5 months to get back in touch with us but are now falsely accusing us of telling them 3 weeks lead time. They lived in the house for a year with nothing in the windows and then came at us with all these demands that we never agreed upon. We had half of their order ready to install in early Oct but they declined it and said they ordered from someone else which is also documented in screenshots provided. 

  Customer Answer

  Date: 05/07/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  
  
  As you can see, Josh/Blinds and Us were not able to stick to their word. This is documented by his assertion that “99% of the time” the dates are accurate. This is the 1%. Instead of being understanding and reasonable, he continues to name call and even threaten us with legal action. Might I add, he is threatening to sue for services that have not been rendered. 
  

  We will not be intimidated, bullied and threatened by Josh and his company. He proclaims he’s been in business since 1999 however I don’t know how with these business practices. 
  

  I will forward these threats and bullying tactics on to our attorneys.  It is clear that Blinds and Us do not want to come to a civil resolution. 
  
  
  
  Regards,
  
  
  
  ******** *** ****** ****