Customer Service Missing a Commitment - REVISED
Written: Jan 28 '11 (Updated Feb 14 '11)
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On January 15, I ordered custom blinds for pair of French doors in my house over the telephone with a blinds.com rep. I was careful to specify the exact length and width of blind I needed to cover the windows in the door and miss the doorknob.
I received an emailed order that specified the same dimensions I had ordered. So far, so good.
12 days later, on January 27, the order arrived. I was excited to get my new blinds and immediately unpacked them and held them up to the door to see how they would look.
They didn't cover the opening. I measured them and they were over an inch narrower than I specified.
Okay, mistakes happen. With me so far?
I immediately called blinds.com customer service and talked to a man who didn't know what to do. He promised to follow up and get back to me "within 24 hours."
24 hours later, I haven't heard from anyone, so I sent them an email requesting a refund in accordance with their "money back guarantee."
I'll wait a few days to see if there's communication and post again if they do anything, but 13 days after they billed me, I have a set of blinds that I can't use.
>>> Update
Customer service contacted me via email and telephone on January 30, apologetic and contrite. They apologized for the mistake and offered to re-send the order. They told me that the blinds were made in Turkey (!) and that a new order would come from there.
No reason was offered why the initial order was the wrong size.
On February 10, the order arrived and it was correct. A month after the order, they are hanging in my office. It took two tries, but the got it right.
NOTE: I was told that blinds.com customer service doesn't work on the weekends - just sales. It makes me wonder why a sales person can't do customer service in this "high touch" "custom blinds" business!
Recommended:
No
What product did you purchase or try to purchase? Blinds
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