Complaints

• Initial Complaint

  06/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have done business with this shop a long time. they have a gentleman that fixes my blinds. I have talked to him on the phone and he does good work for me. However lately I am only allowed to pay my bill via cash or check and many times the bill was always over $50. No matter, I always pay my bill when I pick up my blinds. Today I went to pick up window blinds the man had fixed, his name is Rick. I have asked the shop people to have Rick call me at least ten times, and they will not relay the message to him. Rick called me sometime in april or May and we discussed the last set of blinds he fixed. They work fine, but I paid $65 for the repairs and there is a piece missing to hook the wand up to. He told me he could order it. Today the part was not there, nor was the wand he said he could order. I asked if I could get Rick's number to talk to him and the lady Lisa refused. she told me I waited way too long to pick them up, knowing full well I was traveling out of state due to my work. She knew this and for some reason today decided to complain. I said i am here now to pay for it I want the parts, and to speak to Rick. SHe told me we didn't take your parts, and wanted me out of the shop. Lisa has been rude to me and insists I don't fix my blinds and buy new ones. I have said in the past and have told Rick this that I like the blinds I have. Anyway, she refused to give me Rick's number and REFUSED to discuss the missing parts and told me to get the hell out of the shop. She yelled at me and made it clear as she has in the past that she did not want me coming into the shop to have my blinds repaired. I now have set of blinds that I have to manually close and open because I am missing parts. Rick the repairman had told me on the phone he could get the parts for me. I lost his phone number and lisa has decided who Rick does work for and apparently it is not me. I am very disappointed as Rick does very good work, and I have always paid my bill,.

  

  Business response

  06/15/2022

  I was not at the store when *** ******* came in to pick up her shade that was repaired, but I know *** and about the situation. It is very unfortunate that this happened because we have bent over backwards for ***. She has shades that are usually not repairable by most companies,but the gentleman that repairs shades for us usually makes the parts if he cannot find them and for very little money.Our policy for repairs is cash or check because repairs are usually between $25.00 and $75.00dollars. The credit card charges are so high, it would not be worth it.to accept credit cards for repairs. *** knows this because she has come in and had repairs done and paid by check or cash. Lisa, one of the sales /office employees reminds people of this when she calls the customer to let them know their shade us repaired and ready for pickup. Lisa & Amy also document when they call customers. *** dropped the shade off in February, Lisa called her numerous times to pick it up, and she never answered the phone. It was not until May that Lisa did talk to***. It was that same phone call that Lisa explained we had been trying to call her since February.We told her she needs to pick this shade up, because we do not want to be liable if something happens to it. She said she would be in the area around Memorial Day.When she came in Lisa talked to her and told her we gave her a new wand for free because there was not one on her shade, but she was angry because she said "Jim" , but his name is Dick the repairman was supposed to have a part for her. Lisa asked her if that was part of the repair that Dick was supposed to do. *** said it did not matter, and Lisa told her it did matter*** was angry and wanted to talk to Dick. Amy, another salesperson, and Lisa said that was not possible because of ***'s demeanor.She got angry and threw her credit card on the front counter at Lisa. It was then she reminded her again we do not take credit cards. We have told her that the last 5-6 times she had shades repaired. She asked what she was supposed to do, and Lisa told her there was an ATM in the shopping center. *** came in and threw the money on Amy's desk and told she wanted change. Amy said Lisa is waiting at the front desk, and she would take care of her started yelling at Amy and stated that she no longer wants to be a customer, and Amy agreed that it was in everyone's best interest. As *** was walking out, she called Amy a bitch and continued ranting & raving. We have never had a customer act like she did, especially after going above &beyond to satisfy her. Included is a letter from Richard (Dick) W******* the gentleman that repairs shades for us. We pride ourselves on customer service, but *** did not return our calls at the store or Dick's phone calls for over 3 months. I think we have done more than enough, the customer also has some responsibility, minimally, to answer her phone

   

  .Regarding complaint ID *** *** *8 submitted on June 2,2022 by ***** *******:This letter will address only the issue "a piece missing".In the past, Ms. ******* has brought blinds for repair eight times starting in July 201 8,These are all blinds sold by **********, made by **** (a Chinese company) in 2007.Parts were missing from blinds when brought into the store on December 201 8, April202 1, September 2021, February 2022 and March 2022. Added Touch has no source for**** parts unless they are available from after market sources such as *********** in Colorado Springs or unless hand made especially to suit the particular situation.It is assumed that the present issue is one involving the March 2022 repair. Two tassels,the wand, the wand clip, and the wand sleeve were missing. I made the wand clip and the sleeve and Added Touch supplied a new wand. I offered to order a new sleeve which would have arrive in about ten days and cost about $2. Ms. ******* never answered and never returned to the store until June of 2022.Richard W******

  Customer response

  06/24/2022

  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.  For your reference, details of the offer I reviewed appear below. Parts were requested via phone call when I approved $65 for repairs. I have two blinds paid for other repairs without the parts needed. I pay for repairs and the blinds are still not in the condition as new. I was told the small parts could be ordered. One blind came back without the wand on it.  ****** *******

  

  Business response

  07/08/2022

  As stated in the letter dated 6/24/22, we would be glad to look at the last 2 repairs done on **********'s shades. These shades are made in China, and because they are from 2007, parts are almost impossible to find for them, depending on the part.We need the parts that she has for the shades because Dick has to make them, if she does not include them. The amount of money she has paid in the past does not even cover for half of the time he spends repairing the shades.An example being:March 22, 2022 she brought a shade in with 2 lift cords broken, 2 tassels are missing, plastic head rail was broken on the inside right & near cord lock. Wand was missing. ***'s bill was $51.95.Labor was $35.00, parts $1 2.77, and tax 4.1 8. We also threw in a free wand; unaware she had the wand at home. Its like bringing a bike into a bicycle store telling and them it doesn't ride smoothly but not bringing the wheels.She had stated that she needed another part, but when Dick tried to call her and get an approval for the part cost, her phone said mailbox full. We DO NOT order parts without the customers approval. The store tried at least 4 times to get in touch with her to pick up the shade, because Dick had fixed everything else, and she did not reply to our phone calls until May, and she could not pickup the blind until she was home on June 2,2022.She stated in the letter, "I pay for repairs, and the blinds are still not in the condition as new." Her shades are 15 years old; we repair them as close to new as possible. She did not buy them from us, so we are offering her a service most companies do not.If she is worrying about charges, we are not charging her for the labor, but if there is a part that she needs and we can buy it, we will call *** to get her approval. (Store Policy). Again, she must answer her phone and call us back.We are leaning over backwards for the customer, what else does she want? Sincerely Mary R****** Owner

*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. ↩