This business is not BBB accredited.

Factory Direct Drapes

Phone: (800) 232-9600 Fax: (510) 489-4717 View Additional Phone Numbers 30776 Huntwood Ave, Hayward, CA 94544 http://www.factorydirectdrapes.com


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Description

This company offers window coverings.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Factory Direct Drapes include:

  • 65 complaint(s) filed against business
  • Failure to respond to 30 complaint(s) filed against business
  • 3 complaint(s) filed against business that were not resolved
  • Business has failed to resolve underlying cause(s) of a pattern of complaints
  • Advertising issues found by BBB

Factors that raised the rating for Factory Direct Drapes include:

  • Length of time business has been operating


Customer Complaints Summary Read complaint details

65 complaints closed with BBB in last 3 years | 30 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 0
Delivery Issues 3
Guarantee/Warranty Issues 7
Problems with Product/Service 54
Total Closed Complaints 65

Additional Complaint Information

BBB's business review for Factory Direct Drapes was created in December 2008. A review of this company's complaints was done in January 2015. Consumer complaints state consumers ordered fabric from the company's website and paid up front, but did not receive their items and cannot reach the company. In some cases consumers speak to a company representative but get no answers about when their order will be received.

The company was unresponsive to BBB's request for a response to the above concerns.

When doing business with a company online, BBB recommends that consumers do their research first. Check with the BBB and any other reputable sources for reviews and potential issues. If a consumer has paid for online goods or services by credit card, they may have some recourse through their credit card company.

A complaint review done on May 11, 2016 shows the above issues still remain.

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Factory Direct Drapes
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: December 10, 2008 Business started: 01/01/1952 Business started locally: 01/01/1952 Business incorporated 02/04/1999 in CA
Type of Entity

Corporation

Business Management
Ms. Bridgette Bodine, VP Operations Customer Service
Contact Information
Principal: Ms. Bridgette Bodine, VP Operations
Customer Contact: Customer Service
Number of Employees

2

Business Category

Draperies & Curtains - Retail & Custom


Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    30776 Huntwood Ave

    Hayward, CA 94544 (800) 232-9600 (510) 487-3500 (510) 489-4760 (866) 713-7273

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/2/2016 Delivery Issues
4/17/2016 Problems with Product/Service
4/17/2016 Problems with Product/Service
4/13/2016 Problems with Product/Service
3/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Order wasn't fulfilled bc lack of fabric. Co never notified of problem yet billed in full. Never returned my calls for months after missing delivery. On 9/17/15 recvd. order # XXXXXXXX from Factory Direct. This was to custom make 5 drapes with white organic cotton. A Discount Code was used and the total bill e-mailed to me was for $959.21 This was placed on a Mastercard credit card ending in #s 5178.The total bill processed on 9/18/15 through citicards. I originally placed the order with Elvin, by phone at Factory Direct Drapes. The expected delivery was November. A few weeks before delivery was expected I called to ask about a hook for one of the drapes. A representative called to say they did not have the hook but did not inform me that they never made the drapes, that the fabric request (Organic Cotton White) was unavailable. In the months afterwards, December, January and February I have been calling to inquire about the delivery. Each time I have left order # and a message as no one was ever there to answer the phone, though I always called during business hours. Finally on Wednesday 2/17/16 I made it through to a representative. She told me the drapes were never made but that I was billed. She said a check would be mailed to my address, but I have no assurance this will happen. I called them back today to see if I could place a different order for a similarly 'eco-friendly' fabric, but again, no answer. I hold moral and spiritual educational classes for children in poverty in this apartment space and the lack of drapes to cover the windows is inappropriate when they need to change and have movement, etc. in some of the room spaces. In addition, the lack of insulation in winter time is making my home much more cold.

Desired Settlement: Ideally, I would like 4 of the drapes made with a different fabric and for discount code to be used and process expedited. If not, refund; also, people should be warned that this is not a reliable group with communication.

3/14/2016 Problems with Product/Service
3/14/2016 Problems with Product/Service
2/29/2016 Problems with Product/Service
2/29/2016 Problems with Product/Service
2/29/2016 Guarantee/Warranty Issues
2/3/2016 Problems with Product/Service
2/1/2016 Problems with Product/Service
1/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered curtains from Factory Direct Drapess on July 22, 2015. They sent me the curtains in the wrong length. I havent received my refund as of yet! My account number is XXXXXXXX. I ordered custom curtains over the phone with ****** on July 22, 2015. The width was 26" and length was 210". I often logged in my account and unfortunately no information about the status of my order iwas ever there. I am very disappointed and upset right now. I received the wrong size curtains a little over 1 month ago on November 6, 2015 after ordering my curtains almost 5 months ago. No one has called me to tell me when I can expect to receive the new curtains when I call to inquire. When I call to inquire the rep doesn't know anything, can't tell me anything, I am not able to talk with a manager, and then hangs up in my face! What kind of business is this. If I can't get answers, please refund my money. I work hard and saved money to buy these curtains. I ordered these curtains well enough inadvanced to have them for the holidays. Now my holidays are Ruined because I cannot host Thanksgiving or Christmas in my home becaus my home does not have curtains. So, I sent out an email stating this on November 24, 2015. I received an email from the company on December 9, 2015, stating that they apologize for any inconvenience and that due to not being able to get the fabric they would refund my monies in full, $955.00. Now today is December 21,2015 and I haven't received my refund yet. However, they received the curtains that were not the correct size and length already. I have their emails stating they received their merchandise and that they would refund my money in full. This has been a very stressful ordeal! Sent from my iPhone

Desired Settlement: I would like to receive my refund in full immediately.

1/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 6 pair of drapes ordered on 11/4/2015. Order total $1089. Have not received order and cannot get status. 6 pair of drapes ordered on 11/4/2015. Order number XXXXXXXX total is $1089.89 which was charged to my credit card on 5 November. Had to pay credit card off on 12/1/2015 to avoid interest. Contacted the company and was told that my order has been placed in line on a first come first served basis. and would be 6 to 8 weeks. Have not received this order as of today, December 22, and can get no further updates. Need this order shipped by 12/31/2015 or a full refund given by 12/31/2015.

Desired Settlement: Order shipped and confirmation sent or a full refund by 12/31/2015.

1/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I paid them $344.61 on Oct.3rd It is not Dec.23 and I have rec'd nothing. I need a full refund. Three months is long enough to wait. On Oct.3,2015 I walked into the office located on Huntwood in Hayward. I placed an order for sheer drapes two panels 38 pleats each 84 inches long. I paid $344.61 they required payment in full and stated that there where no returns on custom orders. My order # XXXXXXXX I paid with my Visa credit card. Was told that I would receive my drapes in 4 to 6 weeks. I started calling the company the second week in November, only to get a recording, would leave messages but no one returnded any of my calls. I sent an e-mail never got any response. On December 2nd I went back into the building located on Huntwood to speak with someone in person. I was told that the drapery company was located upstairs, and that the blind company located downstairs had nothing to do with them. But you are not allowed to go upstairs as a ********. I informed them that I spoke with someone on the 3rd in this location at this counter. That my money was taken at this location not upstairs. The lady was kind enough to walk upstairs and get me a number that I could call. The problem being that the number she came back with was the same number on the internet a 800 number that is never answered. At that time she gave me her phone number for the blind company XXX-XXX-XXXX, stated that I could call that number and that she would get someone from upstairs for me. I received a tracking number for the drapes via e-mail but never received the package so I called again, 0n 12/14 at 8:30am was told that someone would call be back no one did, so I called again on 12/15 at 12 noon was told that my order was shipped on 12/11 I informed her that I had rec'd nothing as of that date 12/15 she said that she would have a manager call me back as she was only a sales person. I called again on 12/21 got no answer left another message. Called again on 12/23 at 10:45 spoke with the woman with the blind company she informed me that they had nothing to do with the drapery company, I explained to her that I was given this number to call because the phone for the drapery company upstairs was never answered. She became upset said she could not help and that she would transfer me upstairs, Once again no one answered. I left yet another message. It has now been 3 months of waiting for my drapes. This company is stealing from people by requiring there customers to pay in full and then having them wait well beyond the time that you can stop or dispute the charges on your credit card.

Desired Settlement: At this time I just want my money back. I need to order from another company and I can't afford to just give over $300 away. I wish that I had seen the complaints from the other people before going to this company. JUST give me my money back.

1/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered 9/27/15. It's now 12/3. Order was for >$500. Emailed inquiry 11/28 (no response). Called on 12/2-3 (no answer). Chat (operator disconnected). We placed the original order on 9/27/15. It's now 12/3/15. Order total was almost $600. Nothing has been delivered. Contacted them via email on 11/28/15 and got no response. Tried calling on 12/2 and 12/4 and got no answer. Tried chatting on 12/3, and although when chat was initiated, it said there was an operator available, the operator went unavailable before my chat even connected. I would like my money back.

Desired Settlement: Either deliver the drapes or refund my money.

1/11/2016 Problems with Product/Service
1/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered and paid for a pair of curtain back on Oct.3,2105.I paid $200.79 up front. Still have not received curtains. No response from them. I ordered a pair of curtains on Oct 3 .The order number is XXXXXXXX. It has been over 2 months and I still have not received the curtains. They do not answer the e-mails I have sent. They never answer their phone. I left several voice messages which they have not responded to. I would like a full refund or immediate delivery of my order. Thanks

Desired Settlement: Either a refund or immediate delivery of the drapes that I ordered over 2 months ago.

12/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Goods not received after ordered and paid for. Ordered drapes online via factorydirectdrapes.com on 7/7/2015, and have yet to receive product as of 10/21/2015. Credit card (MasterCard) was charged, called number posted on website and left a message with no reply and also left a message via website for a reply via email, and none was received. Order info is as follows: Order #XXXXXXXX ::: ORDER DETAILS ::: 1x #XXXXX/45 Lined Pinch Pleated Drape 79'' - 102'' Width, 85'' - 94'' Height Fabric: Econo Flax(Special Order) Width: 95 Height: 94 Options: Panel No Matching Fabric Tie Back(s) Blackout Lining $134.09No Pillow(s) = $423.51 Payment Method: Credit Card (MC, Visa, Amex, Disc) Free Ground Shipping $0.00 Discount Code: ******** $190.58 Taxes: $0.00 Total: $232.93

Desired Settlement: I would like a refund for goods not received.

10/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cannot get information regarding the status/delivery date of my drapery order. I placed my drapery order on 7/15/15; later that day I received an email with the order number and confirmation of the order. I was told initially it would take 4 - 6 weeks to receive the drapes. I called 5 weeks later and spoke to ***** and was told that I was given misinformation on the delivery dates and that orders took 6 - 8 weeks. After calling numerous times I was told on 9/10 by ***** that he would contact production to find out about my order. He never called back. I called today (9/21) and asked ***** about my order and she could tell me nothing. When I mentioned that I would be filing a complaint, she politely hung up on me. I called back and my call was forwarded; no one picked up on my call so I hung up and asked my husband to call. He called from a different phone and spoke with *****. He apologized for not calling back after my 9/10 inquiry on production and said he would call back by the end of the day regarding the status of the drapes. They received their payment. This is so frustrating. I should have done better research on this company.

Desired Settlement: If I could get the drapes in the next 7 - 10 days I would be satisfied providing that they send what was ordered. If that is not possible, I want my money refunded promptly. I would not want the refund to take as long as their delivery.

10/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Drapes order 5/25/15 and not delivered. Placed and paid order with Factory Direct Drapes on 5/25/2015. Still have not received goods as of 9/17/2015. Order # XXXXXXXX. Company stated 6-8 week delivery and material was in stock. Emailed company on 7/10/2015 asking for the status of the order. Company Emailed me on 7/23/15 asking for my order number. Emailed company on 7/23/2015 emailed company my order number. Emailed company on 7/30/2015, asking when the drapes would be shipped, didn't hear anything back. Emailed company on 8/5/2015, asking when the drapes would be shipped, didn't hear anything back. As of 9/17/2015 have not received any tracking information or info on when the drapes will be shipped. I have no confidence that this company is even attempting to manufacture or ship their products. I just want a confirmation that of when the drapes will be shipped.

Desired Settlement: My first preference is to receive the drapes. If they cannot provide the drapes then a full refund.

10/6/2015 Problems with Product/Service
9/26/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered 2 pairs of sheers on 6/16/15. Rec'd only 1 pair on 8/6/15(order #XXXXXXXX). Re: Order #XXXXXXXX Placed order for 2 pairs of sheers on 6/16/15. Was advised that I would receive order in 6 weeks. Around 7/29/15, I phoned for an update & was advised that the sheer machines were broken but they would put a rush on per *****. On 8/6/15, rec'd only 1 pair but had been charged for 2 pairs. Immediately phoned Factory Direct & ***** advised that she would forward information to production. On 8/7/15, I called back & ***** advised that production manager was out sick. Phoned again on 8/11/15 requesting to speak to a manager & ***** advised that there wasn't a manager on site. Phoned again since I couldn't understand that there wasn't a manager available. ***** became hostile & said that she was only relaying what she was told to say & that there wasn't anything she could do. Phoned again on 8/19/15 & spoke to ****** He promised that he would look into this matter and get back to me by close of business on 8/21/15. As of today, no response.

Desired Settlement: To complete the order immediately or refund full amount of charge $114.35 since 1 pair is of no use to me. The sheers are needed for 2 windows side by side.

Business Response: Final Consumer Response /* (2000, 16, 2015/09/26) */ Order finally completed. Rec'd 2nd pair of curtains today. Thank you for your services.

9/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Poor ******** *******, inaccurate correspondence, poor delivery Did not meet reported deadline for delivery; no proper communication about original order/product information. Incorrect information reported about product. items were not delivered simultaneously; incorrect rods were delivered; rod professional failed to get back in touch with me to re-order correct rods (5 business days and still no contact) Company does not always answer phones. When they do, they are anything but helpful to the point of frustrating the consumer.

Desired Settlement: Refund

9/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered bedroom drapes in April. Took my money right away. To date have not gotten drapes. Called many times, emailed and emailed ******** *******. Ordered bedroom drapes with blackout lining. Order number XXXXX. Withdrew $185.85 from my account on April 30th. I waited patiently for a couple months and no drapes. Called many times, wrote to ******** *******, and got no response. When calling they just kept repeating that the fabric was in shipping process. When I'd ask how long it could possibly take to ship even from China, they would get nasty with me. The number I called was XXX-XXX-XXXX & one time spoke with a *****. Other times it was someone else. I requested they refund my money via their ******** ******* email address and got no response. I'm out a lot of money and need it in order to purchase drapes elsewhere. I had ordered from them in the past & gotten my drapes, so wasn't concerned. Should have checked complaints. Companies change. I want the drapes or my money refunded. They've had well over 90 days to get me the drapes. Horrible ******* & won't ever order again if I do get my money refunded or drapes sent. Thank you for any assistance you can provide.

Desired Settlement: Either refund my money completely or quickly send quality drapes I ordered. If they cannot or will not provide quality drapes like the ones I ordered from them years ago, they need to quickly refund my full amount of $185.85. They've had the use of my money for months and I need it to purchase new drapes.

8/24/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered drapery on May 27th and paid for it in full. The company refuses to give me an update on my order. The company refuses to put me in contact with a manager. The phone rep stated that there is no manager and hung up on me. I have left multiple phone messages and emails asking for information and non have been returned. Product_Or_*******: curtain Order_Number: order #XXXXXXXX Account_Number: order #XXXXXXXX

Desired Settlement: DesiredSettlementID: Refund I want a full refund and I want this company flagged for poor business practices and ******** *******.

8/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Paid for drapes that I never received. They took my money and never got the item. I ordered ******** drapes and paid for them same day I placed order. They said 6 to 8 weeks. Its been beyond that. I have called and sent emails, no reply. They are ignoring all my phone calls and emails, all requests to finding out wants going on and when I will receive my order. I believe, I know I was taken now. They ripped me off and if seems as if this is normal for this company. Someone needs to shut them down. They are thieves and take hard working peoples money.

Desired Settlement: I want a refund. I do not believe they can provide me with the product, being that they have not done so far.

6/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On On March 3 I ordered Drapes $499.17. I never received them. I asked for them to call me back. Nobody never called me back. Finally in May I asked them to credit my credit card no such luck.All I asked for is to credit my credit card. They were backed ordered nobody told me that. I have call them numerous calls. They have a young lady and she informs me she cannot do anything for me. My ordered number is XXXXXXXX. Product_Or_*******: Drapes Order_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Refund I just want my credit card refunded

6/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Drapes ordered in March. May 20th still not received. Have called many times and was promised delivery before Memorial Day for a family function. I would think 58 days would give FD enough time to fulfill my time line. CS does not have any answers on EDT. Management is unavailable to a poor old lady just looking for my 1 pair of drapes. They did not hesitate to take my money the very day I placed the order. After that I just assume FD thinks this is not their problem and I should just sit silently until they deign to ship my order.

Desired Settlement: I would still like to receive my drapes. If not received in my time line, I would want a refund.

5/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Order for drapes placed 1/30/15. Now 4/13/15, still no drapes delivered for drapes paid for. Informed they are back ordered. No delivery date given. My factory drapery order is XXXXXXXX. It was placed on 1/30/15. Details of order: 1x # XXXXX/64. Line Pinch Pleated Drape 127"-148"Width, 69"-84"Height.Fabric: Blackout Flax Mint (Special Order), Width: 144, Height:84. Drapes were on sale. I paid $275.62 for the drapes. It was supposed to be free ground shipping, Discount code was: 45fp0115 $225.51. I Was initially told drapes could take up to 8 weeks for delivery. It is now going on 12 weeks. I am only told they are back ordered. I do not see any tracking of drapes in my account history. In fact the order does not even show.

Desired Settlement: I would like to be reimbursed.. My credit card was charged $275.62 on Feb 02/15. My transaction date was 1/31/15. I asked to speak to a manager, but a woman by the name of "******" said no one was available. I asked when they would be available and was told " I don't know" . Very poor ******** *******. I asked to be placed on hold to speak to the manager and was then disconnected.

Business Response: Final Consumer Response /* (2000, 15, 2015/05/27) */ Thank you for looking into, and resolving the problem I had with Direct Drapes. Appreciate the fact that we were given back our money. ~

5/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed and paid order with Factory Direct Drapes on 2/21/2015. Still have not received goods as of 5/13/2015. Order # XXXXXXXX I placed and paid order with Factory Direct Drapes on 2/21/2015. Company stated 6-8 week delivery and material was in stock.Order # XXXXXXXX Emailed company on 4/13/2015 asking for the status of the order, they stated drapes were almost done. Emailed company on 4/27/2015 asking for the status of the order, they stated again that the drapes were almost done. Emailed company on 4/28/2015, asking when the drapes would be shipped, didn't hear anything back. Emailed company on 5/8/2015, they stated again that the drapes were almost done. They sent another email stating that the drapes will ship out Monday 5/11/2015 and i would be emailed tracking information. As of 5/13/2015 have not received any tracking information or info on when the drapes will be shipped. I have no confidence that this company is even attempting to manufacture or ship their products. I want an immediate refund.

Desired Settlement: I want a refund ASAP.

5/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered drapes on 9/28/14. Factory Direct did not ship when promised. Multiple contacts. 2/6/15 refund authorized but has never been sent. Order date 9/28/14, No. XXXXXXXX. 11/6/14 **: The fabric you ordered was a special order fabric. We finally received the Blackout Flax Marine! Now that the fabric is in we can rush out your order. I'm Sorry for the delay and thanks for your patience! You should be expecting shipment in 7-10 business days! 11/20/14 **: I checked with production on your order and saw there was a back order on this fabric. I'm not really sure when it will be in but I can definitely find that out for you so you have an eta. If there was any other fabric you liked we can also switch it for you, or if you needed samples I can overnight those for you! I'm sorry for the delay! Please let me know what you'd like to do! Signed ******, ******** ******* ********: We keep receiving emails about the order, that is, when we received it, was it on time, etc., but we haven't received anything. I recall you said Nov 6 you would rush the order. We hoped it would be here before we go to our condo for Thanksgiving. Do you have any updated info on our order? 11/21/14 ******, **: I checked with production on your order and saw there was a back order on this fabric. I'm not really sure when it will be in but I can definitely find that out for you so you have an eta. If there was any other fabric you liked we can also switch it for you, or if you needed samples I can overnight those for you! I'm sorry for the delay! Please let me know what you'd like to do! ********: can you check again? Your email (way at the bottom here) on Nov 6th said the fabric was just received and you'd rush it through. Hopefully it was received and hopefully you can give me info on the order. **: Yes I did, and I'm sorry for that. When the fabric comes in we put orders that came in by date and unfortunately they ran out before they got to your order. If there was any other blue fabric you wanted I could switch it for you (or overnight you samples) and add a blackout lining for no additional charge. Please let me know if you're interested. ******, ** 1/12/15 ********:I haven't heard back from you since I responded to your suggestion to use a different material. I need for you to cancel this order and refund our money. **: Hello, ****** is no longer with us. Did you still want me to put in the request for a refund? ********: Thank you for letting me know. If you are able to ship the drapes to me before the end of February and honor the information you gave me below (add a blackout lining for no additional charge), then I can ask you to complete the order. However, if you cannot ship by the end of February or honor her proposal (adding blackout liner for no charge) then I request a refund. From the other blue samples she sent me, I had picked Diamond Dobby Blue for the drapes. **: Hi, Your order has already been shipped. It was shipped on 12/26. ********: your web site shows our order still in production : Fd: I apologize that was sent to the wrong order. I am going to check with production today to see if we have enough fabric to finish your order. If we do not I will put in a request for a refund. ********: ok, thank you. **: I apologize; ****** is no longer with us. I want to check with production first. I am hoping to have an answer by the end of the day. Look for a response in your email. **********, ******** ******* 1/13/15 ********: ********** - didn't hear from you yesterday nor today. Do you have any updated information for me? **: I am still waiting for production to get back to me. It takes 24-48hrs 1/26/15: **: Hello, I put in the request to order your cancel. It will take a couple days for management to get back to me and I will email you a response. ********: We requested this order to be cancelled on January 26 and a refund issued. What is the status? We are beginning to be quite alarmed atat the lack of responsiveness of your company. 2/6/15 **: Your refund has been approved. You will receive an email about crediting back to account.

Desired Settlement: We want a full refund of $218.94. We ordered drapes Sep 2014. We tried in good faith to give them time to make the product but they could not. We asked for the order to be cancelled and a refund made. After many emails and phone calls, we were told on 2/6/15 that our refund had been 'approved' and would be credited back to our account. As of today 4/9/15, we cannot contact this company by phone or their internet chat.

Business Response: Final Consumer Response /* (2000, 15, 2015/05/17) */ The company mailed us a refund check in the full amount of our order. Thank you for helping us with this complaint.

4/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Fraudulent Collection Of Funds/False Advertising on internet to Consumers. Order #XXXXXXXX for drapes were made on Feb 16th 2015 with a charge of $314.47. The funds were taken out of my account a few days later. I have tried to correspond with the ******** ******* for the last 7 weeks to see what the status was. The person I was involved with was a woman named *****. I was getting emails and chats with this person and the last correspondence was March 31st. Since this time no one is answering and am afraid that the business has shut down. I have copies of the emails and receipt. I also have a bank statement for the withdrawal for services rendered.

Desired Settlement: I would really appreciate a refund of $314.47. and to shut the website down so that other consumers do not go what I have gone through.

Business Response: Final Consumer Response /* (2000, 6, 2015/04/23) */ There is new status since the complaint filed with the BBB. I got correspondence from the business last Friday via email saying that my order would be shipped out in two weeks. I was leery about what was stated. I could not believe my eyes when there was a box at my front door today and the drapes were in it. I checked everything out and appears everything is good. So I am informing the BBB that everything has been resolved for now. Thank you for your help on this issue!!

4/7/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Paid $2585 for drapes. that arrived 3 mo.later in damaged condition. Numerous holes & thin patches in all the panels. FDD refuses to answer our email. We paid $2585 for custom made drapes for our sun room. We received our drapes 3 months late. All the drapes arrived damaged. There are numerous holes or thin patches the size of a dime or larger in all the panels. It looks like possible moth damage. FDD claims to sell high quality drapes but, that's not what we received. I emailed photos to FDD with no response. Finally spoke to ***** via phone. She said they don't give refunds. Also stated that my email was going to "spam" folder. No one from Factory Direct Drapes has responded to my email requesting a refund. 11-26-14

Desired Settlement: We would like our $2585.00 refunded so that we can purchase quality drapes for our sun room (from another company). Factory Direct Drapes claims to sell high quality drapes with a "Lifetime Warranty" but, that is not what we received. Our drapes are damaged and need to be replaced.

3/15/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I received two incorrectly made drapes, well past when they were due to arrive, and was charged for them. Terrible ******* and products. The merchant said that they would pick up the drape, which was made incorrectly and was not as what was ordered, and that they would repair the drape and send it back to me. They did eventually pick up the drape and then return it to me. However, they still did not repair it to make it as it was supposed to be, as advertised on their website. The drape is still far larger than it is supposed to be, and thus does not correspond with the size they advertised - and so it does not fit our window. In addition, they also sent another drape, which they charged me for, but that drape also does not correspond to our order at all. That drape was supposed to be a pair, but it wasn't a pair, and it was nearly 80 inches longer than what we ordered.

Desired Settlement: Take back both of the mismade drapes and I hope to never deal with them again.

Business Response: Initial Business Response /* (1000, 15, 2015/01/29) */ In Progress: Problem submitted to ******** *******, Vice President and President of company (8/12/14 9 am). Awaiting resolution response from Factory Direct Drapes Initial Consumer Rebuttal /* (3000, 17, 2015/01/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response does not say anything other than that the "problem", which has been going on for months, was submitted to them ******** *******. It says nothing about anything at all, and offers no resolution.

3/15/2015 Problems with Product/Service | Read Complaint Details
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Complaint: After repeated phone calls and emails, order from 10 months ago still not received. Credit card was charged for order not received. Purchase date 3/31/14 Credit card charged 4/1/14 2 orders because sales rep messed up and placed one incomplete order. Delivery expected in 6-8 weeks. #XXXXXXXX 1 set of drapes 40"w 67"h BlackoutFlaxEbony fabric $68.61 #XXXXXXXX 3 sets of drapes 40"w 67"h BlackoutFlaxEbony fabric $205.83 6/?/14- called to find out when order will be delivered. Sales rep said "Oh, didn't anyone contact you? We ran out of the fabric." Discussed using different fabric. Reminded rep of the 2 orders. 6/11/14- ****** or ******* emailed different fabric options. I realized these options were not blackout fabric, so I would have to spend more to have them made with liner to block sunlight. 6/15/14- I emailed back about new fabric lacking blackout capability. 6/16/14- ****** or ******* confirmed I would have to pay more for liner. Said expect original fabric to be shipped to them that week or the next. 6/18/14- I emailed to stay with original fabric. Yvette says any orders with this fabric will be rushed. 7/16/14- Receive email saying XXXXXXXX has shipped. 7/?/14- Received order number XXXXXXXX 7/?/14- emailed asking where is order number XXXXXXXX 7/29/14- Received automated email saying thanks for contacting us, we'll get back to you. 7/30/14- Email from an un-named sales rep saying they still don't have the fabric and would I like a refund. I reply no, that I want the 3 other curtains to match the 1 that I already received. 9/5/14- After hearing nothing, I email asking if there is any word on when the curtains will be done, reminding the company that I placed the order on March 31, 2014. 9/8/14- An email from ******* ****** saying he received my message and he'll check on it. 10/16/14- After hearing nothing, I email saying it's been another month, am I ever going to get my curtains? 11/3/14- After hearing nothing,I called and spoke to ***** then ******. Relayed all above information to both women. ****** said supervisor wasn't there and she'd see what they said. 1/20/15- After hearing nothing, I called again. Not realizing the company was in California, I called at 9:27am, 10:48am, 10:49am, 10:53am all EST. No answer so I left a message that they should return my call TODAY.Said I do not want a call from ***** or ****** because I have already spoken to them and they couldn't help me. Called again at 1:52pm EST. No answer. 1/21/15- Called at 12:41pm EST and left message that someone had better call me TODAY. Called at 5:09pm EST. No answer. Possibly left message again. Called again at 5:29pm EST. No answer. Missed return call at 6:00pm EST because I was in the bathroom. I called back at 6:06pm EST. No answer. Left another message. I called back at 6:42pm EST. Spoke to *****, relayed all above information. She said ****** was handling the case and does not work there anymore. Said the last notes on the order said I was switching to Athena-something fabric. I said no, that was NOT what was decided. I wanted to speak to a manager but she said they were in another building and she didn't think any of them were in at the moment. I said I wanted a manager to call me and ***** said she would pass ** the message. 1/29/15- After hearing nothing, I called at 2:57pm EST. I wanted ***** to give me the number for a manager so I can call them since they clearly were not going to call me. She said she cannot do that because she will get in trouble. I asked "And you won't get in trouble for a ******** who has been waiting almost a year for their order?" She chuckled and said "No, I won't personally get in trouble." I asked what she could do to get someone to call me. She said she cannot tell her bosses what to do and she cannot make anybody do anything. Called back at 3:01pm EST and asked to be transferred to a manager. ********** said they cannot do that and she can't give me their number. Took my info again to pass ** to manager with note that if no one calls me today, I will take further action. No return call as of 8:00pm EST

Desired Settlement: I want a complete refund of $274.44 which includes the cost of the one useless curtain that I already received because it will not match anything else I purchase. OR I want the other three curtains in the original fabric that I ordered. OR I want four curtains in a similar fabric with blackout lining at no additional cost to me.

Business Response: Final Consumer Response /* (2000, 15, 2015/03/15) */ After an eleven month wait, the curtains were finally delivered approximately February 17, 2015. Thank you very much for your help.

3/7/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I am extremely dissatisfied with the ******* and merchandise from this organization. I am discussing the matter with my credit card company I submitted a written complaint via email regarding order #XXXXXXXX on January 22nd. I called again and again on Jan 26th, Jan 27th, Jan 28th and today, Jan 30th. By the way, the times I have called I consistently state that I live in New York to be mindful of the time difference. I was told that management would call me back to discuss the multitude of problems I have encountered with this order. I documented the fact that I ordered Shantung Silver drapes and instead I received drapes in a dark grey material. The drapes made in Shantung Simple Pink for my daughter's room look like "pepto bismol". They are awful and not reflective of the sample fabric I received when I placed the order. The rods were delivered without installation instructions and I am not certain if they are even the correct rods. I ordered rods that would be mounted on the ceiling and these rods look like they are mounted on the wall across the windows. To date I have not received a call or email from your organization about the errors in this order. I will notify my credit card company.

Desired Settlement: To refund me $780.00 This company took my order and told me that there is no refund policy, except if the product is not what I ordered. I have communicated several times that the drapes were made with a fabric I did not order. The second pair of drapes do not resemble the sample fabric sent to me when I placed the order. This company has not responded to my communications and have not issued me a refund. I do not have any confidence in this company's merchandise or business practices.

2/27/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Placed online order, got charged for order, and never received product. ******** ******* on phone was rude, via email was polite but stalling. I placed an online order and was charged for product to my credit card immediately. I never received product. During ordering was told it was three days to makes drapes, three days to deliver. Now three weeks later have revived no product and my multiple attempts to contact ******** ******* resulted in no refunds and only stalling tactics. On phone with rep ***** who was rude said she couldn't find my order and someone would get back to me in 24 to 48 hours. I waited three days, got no contact. Next was online chat. Rep said she saw order but that there was processing delays. To wait 48 hours and a rep would get back to me. Never did. Then multiple emails by me to their ******** ******* received polite email responses all which indicated they had no information but that they would get back to me. Never did. Then final attempts to cancel order and receive refund were met with no response. ADDITIONAL DETAILS: Case is being handled by another organization: American Express

Desired Settlement: I would like a refund of the charge to my credit card

2/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Ordered drapes 2 months ago and have not received them. Can't get an answer regarding the status. I found many other customers have had same problem. On 11/29/2014 I ordered drapes from Factory Direct Drapes. ::: ORDER DETAILS ::: 1x #XXXXX/467 Lined Clip Top Drape 43'' - 78'' Width, 45'' - 84'' Height Fabric: Athena Honey(Special Order) Width: 76 Height: 76 Options: Standard Lining $91.94Panel No Matching Fabric Tie Back(s) No Pillow(s) = $269.81 3x #XXXXX/647 Lined Ruffled Pocket Top Drape 43'' - 78'' Width, 45'' - 84'' Height Fabric: Athena Honey(Special Order) Width: 52 Height: 72 Options: Standard Lining $91.94Panel No Matching Fabric Tie Back(s) No Pillow(s) = $809.43 2x #XXXXX/642 Lined Ruffled Pocket Top Drape 24'' - 42'' Width, 45'' - 84'' Height Fabric: Athena Honey(Special Order) Width: 28 Height: 72 Options: Standard Lining $45.97Panel No Matching Fabric Tie Back(s) No Pillow(s) = $269.82 Payment Method: Credit Card (MC, Visa, Amex, Disc) UPS Ground $60.34 Discount Code: 50off1114 $674.53 Taxes: $60.71 Total: $795.58 I inquired on 12/18 about the status and was told: Hi ***, We are expecting shipment of that fabric in the next 2 weeks. This dyelot came out a tiny bit darker in color but it's the same color. Once the fabric arrives we will rush out your order. It should be able to turn around in 7 business days. You will receive an email confirmation upon shipment with your UPS tracking #. Let me know if you need to choose a different fabric. Best regards, Sales & ******** ******* Representative Factory Direct Drapes Factory Bargain Drapes +X (XXX) XXX-XXXX I replied on 12/19: Thanks for your prompt reply. I think that will work. I'll be expecting delivery in early/mid January then. On 1/22/2015 I inquired about the status and was told: Hello ******, We received your order request and one of our computer systems is down and won’t allow me to check the current status of your order. As soon as it’s up and running you will receive a call or email. Thank you for your patience! I did not hear back, so I called them on 1/26 and was transferred to someone that did not even identify themselves as working at Factory Direct Drapes. I had to ask them. I was again told "computer system is down". After searching the web including BBB complaints and their facebook page I found many, many similar complaints to mine with many warnings of "DO NOT DO BUSINESS WITH THIS COMPANY". I contacted my bank on 1/28 to have them reverse the charges and contacted Factory Direct Drapes on 1/28 both by phone and their website to cancel the order and notify them that my bank would be handling the dispute, and not to ship me anything. ADDITIONAL DETAILS: Case is being handled by another organization: Chase Bank

Desired Settlement: Chase bank is going to reverse the charges to my card. I simply want to cancel my order. Based on reviews and BBB complaints I found online, I have no confidence that Factory Direct Drapes will refund my money without a fight, so I contacted my bank. I am compelled to report this company to the BBB. I am obviously not the first to get this treatment by Factory Direct Drapes.

2/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I placed an order on Nov. 4, 2014, order # XXXXXXXX for draperies and a rod in the amount of $930.34. I have not received my order. I placed an order on Nov. 3, 2014 with factorydirectdrapes. The order # is XXXXXXXX in the amount of $930.34. This amount was charged to my American Express card, which I paid in full at the end of Nov., 2014. I was told by ***** that I would receive my order around Christmas. It never arrived! I called the company on Jan. 15, 2015 and again spoke with *****, who informed me that the fabric I ordered was a special order and they were waiting for it to arrive from the manufacturer. She was going to investigate this and call me back. She never did. I called again on January 17 and left a message. No one returned my call. I called again on January 19 and spoke with ******, who was going to contact production for a status update on my order. Again, she told me she would e-mail me by Wednesday, Jan. 21, 2015 with the status of my order. I never heard from her. Today, January 22, 2015 I called and again spoke with *****, who informed me that their on line systems were down and have been down for the past several days and she ihas been unable to contact production. When I asked her for a telephone number for the production department, she told me they did not have one! That, I cannot believe! I told her I wanted to speak with a manager and she said it would take 24 to 48 hours. I do not believe her. At this point, I just want my money refunded. I will appreciate any assistance you can give me.

Desired Settlement: I want a refund of $930.34 either in a cashier's check or posted as a credit to my American Express card.

Business Response: Final Consumer Response /* (2000, 10, 2015/02/23) */ I finally received the drapes and curtain rod. Thank you very much!!!!

1/22/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I placed an order on Oct 26, 2014. They have not started production. We cancelled the order. They refuse to refund our payment($1,200). I placed an order on Oct 26, 2014. They have not started production. We cancelled the order. They refuse to refund our payment($1,200). They confirmed on Jan 5, 7, 9, 13 and 15th that the order never started production because they were confused about which fabric was selected. Their policy on their web site states that oders cannot be cancelled or changed once production has begun....and in our case, production has NOT begun, so there is no reason for them not to refund us our payment since we cancelled the order. The operator who answers their 866 number is not authorized to give contact information to enable us to reach a manager. ***** claims to have sent messages to the manager on Jan 7, 13 and 15th, but the manager does not contact us nor do they process the refund. The are stonewalling us. They keep our money without delivering the product...so they have STOLEN our moeny. We insist on a prompt refund for our order #XXXXXXXX.

Desired Settlement: We just want our money refunded since the product was not delivered. We needed the drapes on a schedule. They failed to meet that schedule. We had to make other arrangements for our drapery needs. We cancelled BEFORE they started production. Their policy entitles us to a refund...so that's the resolution we are looking for.

Business Response: Final Consumer Response /* (2000, 5, 2015/01/22) */ I have received my refund from the vendor. A few posts on facebook and twitter seemed to do the trick!

1/13/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Failure to respond to requests for order update. I ordered and paid for a set of drapes on Oct 31 and was promised a window of 4-6 weeks. I started calling them for an update 12/1. They have failed to return my calls and provide me with an update despite promising an update in 24 - 48 hours from 12/1. Today I finally reached someone who told me A) Production time was 6 - 8 weeks instead of the 4 - 6 weeks I was originally told B) That it was probably the holidays causing the delay...I pointed out that the order was placed well before the holidays. C) The reason that no one called me as promised 12 days ago was that she had not talked to their production department. Had not talked to production 12 TWELVE days???

Desired Settlement: I want either my drapes or a refund within a reasonable time...like within 2 weeks since I have already waited six weeks.

1/13/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Order placed 3 months ago has not been sent and unable to receive response from ******** *******. On 9/23 I placed Order # XXXXXXXX online at http://www.factorydirectdrapes.com. Details of order as follows: 1x #XXXXX/35 Lined Pinch Pleated Drape 65'' - 78'' Width, 85'' - 94'' Height Fabric: Blackout Flax Marine(In Stock) Width: 76 Height: 90 Options: Panel No Matching Fabric Tie Back(s) Blackout Lining $107.26No Pillow(s) = $338.80 Payment Method: Credit Card (MC, Visa, Amex, Disc) Free Ground Shipping $0.00 Discount Code: ******** $152.46 Taxes: $0.00 Total: $186.34 As of today (12/16) I still have not received this order nearly 3 months later and the order has been listed as "in production" and I was charged almost immediately after placing the order. Approximately, 4 weeks ago, I received a communication from the business stating that the "special order" material for my order had come in. If you read the order details above, you will notice that the material is listed as "In Stock" and at the time I placed the order with the company the material was not listed as "special order" which is specifically why I ordered it. The email also indicated the order would ship in 7 to 10 business days. Now several weeks later I still do not have this order. I attempted to contact the business via phone on Wednesday of last week and as others have noted getting through or information is nearly impossible. Their hours are stated as starting at 8 AM PST but from 8 AM to 9 AM the phone only went to their answering machine. Finally at 15 after 9 AM the phone rang through but no one answered. I was finally able to get through using their online agent chat where my request was answered by *****. I asked for information on my order and was told their were no notes on the order and that she would need to contact production and get back to me in 24 to 48 hours. It has now been 72+ business hours and I have yet to be contacted.

Desired Settlement: I would either like this item rush shipped at the business expense for delivery before Christmas (it was intended as a gift) or a full refund issued.

12/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Placed an order - nerver recieve anything. Called and sent emails several times but received no response from company. Order # XXXXXXXX Date 4/23/2014 Name ******* ***** Email ************@yahoo.com Phone XXXXXXXXXX Billing address XXXXX ***** **** ****** ** XXXXX United States of America Shipping address **** ********* ******* ******* ** XXXXX United States of America Payment Credit Card (MC, Visa, Amex, Disc) (Authorization Code: XXXXXX) Discounts Discount Code: ******** $191.07 Status Paid – Awaiting Production Comments: Shipment UPS Ground $20.08 Taxes $0.00 Total $372.11 Have not received any product and cannot contact anyone at the company (they will not respond to emails or calls). If this complaint gets nowhere, my only choice will be to contact my lawyer and sue this company.

Desired Settlement: At this point I would rather receive a complete refund. It has been more than 8 weeks since order was placed and from all thr reviews i've been reading i'm not the only one this has happened to. Based on many reviews, I am doubing the quality of the prduct now and don't really want it.

Business Response: Business Response /* (1000, 16, 2014/11/19) */ This order was delivered late but the customer did receive the drapes

12/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Order ********* (placed 07/07/14) in the amount of $9542.00 was paid in full (reconciled 07/23/14); Nothing has been received to date. On behalf of Mt. ********* High School (division of the State of ******* Dept. of Education and Early Development), we placed a special order on July 7, 2014 and received an invoice on July 8, 2014, which was promptly paid via State of Alaska check #XXXXXXXX. (Payment was reconciled to the vendor's account on July 23, 2014.) To date (120 days) we have received absolutely nothing. Any inquiries to "******** *******" (one lady named ***** who cannot provide any information or forward our call to anyone who can) are met with excuses and delays. All attempts to call the toll-free number on the website (XXX-XXX-XXXX) lead to a busy signal. Calls to their directory listing (XXX-XXX-XXXX) are answered, but promptly routed to the one-and-only ***** in "customer *******." Email contacts to the original salesman, ****** ******* typically have gone unanswered since August 12, 2014 and when we did finally receive a reply on September 23, 2014 he stated “We are working on you order now. The Toast part will ship soon. The other 2 fabrics a little after.” Additional email requests for status updates were ignored. We then contacted "******** *******" (*****) via the online chat on October, 2014. She could offer little information and reportedly was the "only person" we could speak with via chat or on the telephone. We contacted ***** via the online chat each business day from October 21st-27th. We were told that someone from **** ******** (president)office would call us on October 22nd, which did not happen. We once again contacted "customer service" (*****) and were then told that we would now receive a call from the vice-president, ********* on October 23rd. As of 11/03/2014, we have received no contact from the president's office, the vice-president or customer service. On October 27, 2014 we asked for a full refund via our online "customer service" chat with ***** at which time she stated that she "sent the request," noted that "once I do that it is also out of my hands" and that "someone from that department is supposed to contact you" regarding our refund status. As of this morning, we have received no indication/communication that the refund has been made.

Desired Settlement: We would like a full refund sent via certified mail. We would like to know the date it is processed and the USPS certification number so we can track it online. Thanks.

Business Response: Initial Business Response /* (1000, 8, 2014/11/19) */ This issue was our fault. We received the wrong fabric from the manufacturer. Unfortunately the fabric that was ordered has to be made special for each order. We ordered a satin tone and received a denim tone. Once we received the wrong fabric we ordered the correct fabric. This fabric take 8 weeks to make, then shipping. By the time we received the correct fabric, the customer had already did a chargeback. The customer did receive the money back

12/7/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Factory Direct Drapesâ„¢ PO Box 1143 Union City, CA XXXXX This company did not mail us what we ordered. The dimensions were not right. Order #XXXXXXXX They did not mail us the right dimensions. ADDITIONAL DETAILS: Case is being handled by another organization: Will be calling my credit card company *****

Desired Settlement: I just want my money back and then I'll mail their drapes back. I am not happy.

Business Response: Initial Business Response /* (1000, 5, 2014/11/18) */ This customer ordered incorrectly. I offered her a repair but she didn't want it. There isn't much we can do when a customer orders in correctly except for the repair. Everything we make is made to order. There are all kinds of different links on the site about how to measure, chat, links, video, and phone call. Initial Consumer Rebuttal /* (3000, 7, 2014/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) We did not order incorrectly. The repair job offered by this company would not have been free, so no need to pay for shipping to do that. Plus that would not fix the width and would not look right.

11/30/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Order placed & I was charged on 9/6; Still waiting to receive order. Cannot get call back frm company. Cannot get status when order will be shipped. I placed an order for 2 sets of drapes on 9/6/14. At the time I placed my order, I was told it would take 6 weeks to receive my order. I was charged $623.65 on 9/6/14. My order number is XXXXXXXX. As of today, 11/11/14, I have not received my order and the ******** ******* people (when they can sporadically be reached) cannot give me a date when my order will be ready and shipped. I have called the number on the company website during PST business hours at least 15 times. 90% of the time there is no answer. The call is answered by voice mail. I have since learned to repeatedly keep calling back until the call is answered by a live person. I have spoken to both ***** and ****** several times each who both have no information of when I will receive my order (other then one of the drapery sets fabric is on back order stater of the obvious.) ***** and ****** have refered me to who they tell me is the manager, ******, yet will not connect you to his phone number or give you his phone number. ***** and ****** will only take a message and ask ****** to call you back. After repeated calls last week, ****** finally called back last Thursday, 11/6. Like ****** and *****, ****** could not provide any information other the one of the fabrics was on back order. ****** promised he would call me the next day, Friday, 11/7. Of course, no call back. I called Saturday, 11/8, getting voice mail again. I called yesterday, 11/10, several times and my call finally was answered by *****. Explained I still had not received a call back from ****** from the previous Friday. ***** stated she would have ****** call me back yesterday before the day was over. Again, no call back. I have called 3 times today and only receive voice mail. I am very frustrated with this company's extremly poor ******** ******* and inability to reach a live person, lack of knowledge on a ********'s order and quoting incorrect timelines a ******** will receive their order. The 3 people I spoke to at the company, *****, ****** and ******, all had lax attitudes to my concerns and offered no effort to step in and manage my order to get it completed. NO apologies were offered. On the contrary, the ******** ******* attitude from all 3 individuals was of disinterest / silence / wanting to get me off the phone. During my 1 conversation with ******, though he also had an attitude of disinterest and zero urgency, I felt a small amount of hope since I finally reached a manager and thought now surely he will step in and get this resolved. To receive the same level of poor ******** ******* / no call back ... twice now was extremly disappointing. I feel I am at a dead end and I do not know what to do. I am hoping the BBB can get their attention and help me get my order I paid over $600 for over 2 months ago.

Desired Settlement: I have waited over 2 months for my order. I would like to receive my order NOW.

Business Response: Final Consumer Response /* (2000, 8, 2014/11/30) */ After I submitted this complaint, my husband and I made approximately 8 more calls to try and get an update on our curtains. As with past attempts, still unsuccessful in getting information or call backs. However, this week (11/24), we finally received our curtains. We are very relieved to finally have the product we paid for over 10 weeks ago finally in our hands. That being said, I will never recommend this company to anyone. Thank you BBB for acting in our behalf.

11/4/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Order was placed w/internet- cancelled TWO HOURS later. Co. rep acknowledged receiving request to cancelthis was last response from Co.Still billed. 1. Ordered two drapes on 10/1/14 (Order #XXXXXXXX) for $700+. 2. Cancelled the order TWO HOURS later and received Email acknowledgment of cancellation from the sales service rep who said she would forward the request for refund. 3. Sent Email to company telling them that I did not want a "refund", but a CANCELLATION. I also said that Amex currently listed the transaction as "PENDING". 4. Entered formal complaint request with Amex. 5. Sent company Email stating that I had taken action with Amex and BBB. 6. Have had NO response from company since their initial acknowledgment of telephone request to cancel the order. 7. Copies of all of the Emails involved can be forwarded if requested. ADDITIONAL DETAILS: Case is being handled by another organization: American Express

Desired Settlement: Request that the cancellation that was requested TWO HOURS after it was initially made and acknowledged be honored. Whether the company calls it an AMEX refund or a cancellation, I want to be free from the responsibity to pay for this purchase. This company has behaved unethically. Their policy states that cancellations cannot be issued if the WORK HAS ALREADY BEGUN. I Think that TWO HOURS should be sufficient to qualify as a reasonable time within that policy..

11/3/2014 Problems with Product/Service | Read Complaint Details
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Complaint: 3 of 4 sets of drapes received; indicated new fabric for 4th but no comp0any refuses to communicate since; bill is $200 high; 6 mo. later, want refund After 3 months of waiting, I contacted company about my order for 4 sets of drapes (order # XXXXXXXX). Only then did the company inform me that one of my sets could not be made because the fabric was out of stock. I was asked if I wanted to wait for the three sets that were done until the fourth was done with the replacement fabric I chose. I said no and received them. As requested, they were sent to my daughter's address in Rockford, IL. Since that time approximately 3 months ago, my husband and I have tried to get answers as to when we would receive the last set of drapes and the company refuses to respond. My order erroneously says that 4 sets were delivered even though it says the fabric was out of stock. I went over my invoice carefully and further noticed that I was overcharged exactly $200.00. Therefore, in addition to the original amount charged for the fourth set of drapes which I did not receive ($456.40) I want a refund check totaling $656.40 from Factorydirectdrapes. If by any chance they have sewn and simply failed to send my drapes and do so in the next few weeks, I still expect a $200 refund. Following is a direct copy from my account page: Order # XXXXXXXX Date 3/26/2014 Name **** ******** Email *******@yahoo.com Phone XXX-XXX-XXXX Billing address *** ******** WAY, ***** ********** ** XXXXX United States of America Shipping address **** ******** Dr., ******** ** XXXXX United States of America Payment Credit Card (MC, Visa, Amex, Disc) (Authorization Code: XXXXXC) Shipment tracking 1ZXXXXXXXXXXXXXXXX Discounts Discount Code: ********* ******* Status Shipped Comments: Ship to: ******* ****** Shipment UPS Ground $98.46 Taxes $0.00 Total $1216.85 SKU Description Qty Variation Price XXXXX Lined Pinch Pleated Drape 79'' - 102'' Width, 85'' - 94'' Height Fabric: Windsor Blue (Special Order) Width: 84" Height: 86" 1 Pair No Matching Fabric Tie Back(s) Standard Lining $90.89 No Pillow(s) $439.85 XXXXX Lined Pinch Pleated Drape 103'' - 126'' Width, 85'' - 94'' Height Fabric: Caviar Mushroom (Special Order) Width: 122" Height: 86" 1 Pair No Matching Fabric Tie Back(s) Standard Lining $109.10 No Pillow(s) $456.40 XXXXX Lined Pinch Pleated Drape 103'' - 126'' Width, 85'' - 94'' Height Fabric: Windsor Blue (Special Order) Width: 108" Height: 86" 1 Pair No Matching Fabric Tie Back(s) Standard Lining $109.10 No Pillow(s) $527.88 XXXXX Lined Pinch Pleated Drape 79'' - 102'' Width, 85'' - 94'' Height Fabric: ****** Suede (Out of Stock) Width: 90" Height: 86" 1 No Pillow(s) Panel No Matching Fabric Tie Back(s) Standard Lining $90.89 $439.85

Desired Settlement: I went over my invoice carefully and noticed that I was overcharged exactly $200.00. Therefore, in addition to the original amount charged for the fourth set of drapes which I did not receive ($456.40) I want a refund check totaling $656.40 from Factorydirectdrapes. If by any chance they have sewn and simply failed to send my drapes and do so in the next few weeks, I still expect a $200 refund.

9/21/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered drapes on 10/29/2013 from Factory Direct Drapes from their online site (order # XXXXXXXX). The total after a 40% discount of$890.70 was $1336.06 which I charged to my credit card. The next American Express Statement in 11/2013 reflected the entire amount $1336.06 was charged to my AmX card ending in 5007 with this address next to the debited amount 'wwwFactoryDirectDraHayward,Ca'I received only the Athena Royal Blue drapes sometime in late December 2013. I expected the Blackout Flax Dark Rose to arrive soon after that.They did not and with the holiday season/winter I did not call them until 1/14/2014. The operator said they'd arrive 'soon'. I called on 3/2/2014, 3/10/14, 5/8/14, and last on 5/14/14. The operators stalled on a couple of the calls saying she needed get an ok from 2 managers to send me a refund. I told them I no longer wanted the rose colored drapes and demanded a refund. I last called 5/19/14 and no one answered. Several times they said someone of authority would return me call. That never happened. Early on I stated that I was going to report them. I explained that I believed that they ought not to have charged me on 10/29/2013 for the entire amount but waited until the order was shipped.I know that I have been scammed and am frustrated. It took me awhile to get to the point of contacting the BBB and have finally done so at the insistence of a local police man after sharing my story. I am hoping you can sort this out and get the money for the rose drapes which I never received returned to me. I am on a fixed income and this was a foolish splurge to begin with but my place is very cold in winter and I thought thermal drapes would keep me warmer. The price of the rose drapes that I have not received before a 40% discount was $1444.15. The blue drapes before 40% discount were 782.61.Total charged to my AMX was $1336.06 for bothPLEASE HELP ME. Thank you for whatever help or advice you might offer to me. I am grateful that I found you. Sincerely, ******** ***** Product_Or_*******: drapes Blackout flax dark rose Order_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Refund I want the cost of the 5 sets of Blackout Flax dark Rose sent to me as a refund. I have the blue drapes and thothe quality is not worth the price, I have hung them and they are fine.

Business Response: Initial Business Response /* (1000, 18, 2014/08/12) */ Order shipped 8/11/2013 UPS Tracking ID 1ZXXXXXXXXXXXXXXXX. Expected delivery by 8/18/14. Initial Consumer Rebuttal /* (3000, 20, 2014/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) It has been 10 months since I placed this order. Living without drapes on my windows became incredibly difficult because my condo faces south and the sun and excessive light created heat and also raised my cost of air conditioning. This situation has cost me more in a/c and emotional aggravation than the drapes cost; so I ordered drapes to replace the ones that I had not received by June 1. 2014. I have no use for the drapes that the co says they are sending and want my money back. The Factory Direct Drapes never responded that they would fill the order so I gave up. My family and summer guests could not deal with the lack of privacy and excess heat. Refund my money; I do not believe this company is reputable....did they really think I could live without drapes on my windows for nearly one year? Get real! ******** *****

9/18/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Paid for drapes in May 2013, now December 2013 and have not received what I ordered, and have been unsuccessful resolving this issue with company. On May 17, 2013 I placed an order for drapes in the Summer Silk Chocolate order # ******** Date 5/17/2013 Name ***** ****** Email ******@earthlink.net Phone ***-***-**** Billing address ***************, *********** CO ***** United States of America Shipping address Same as billing Payment Credit Card (MC, Visa, Amex, Disc) (Authorization Code: ******) Shipment tracking ****************** Discounts Discount Code: ********* $167.56 Status Shipped Comments: Shipment Free Ground Shipping $0.00 Taxes $0.00 Total $251.34 On July 14th sent email requesting update on order Original Message From: ***** ****** **********************@factorydirectdrapes.com Sent: Sunday, July 14, XXXX X:XX PM To: ***************@factorydirectdrapes.com Subject: Contact from the Store, Name: ***** ****** Name: ***** ****** Address: *************** City: *********** State: CO Zip: ***** Phone: ********** Email: ******@earthlink.net Question/Comments:I would like an update on my order from May. I was told I would get a call when the material came in and when it will ship. Are there more problems? On JULY 15th I was told the "special order fabric" had not come in. On JULY 24th I sent an email inquiring the status of my order and if the material had been received. Finally on JULY 30th I was told that the manufacturer was no longer making that fabric. I requested material samples. Once I received the samples and much thought I sent the following email: From: ***** ****** mailto:******@earthlink.net Sent: Sunday, August 25, XXXX XX:XX PM To: ****** ****** Subject: Re: Order Update: ******** ******, Since the original fabric is no longer available I would like the AEGEAN CHOCOLATE. According to your website, the fabric is discounted. So I would like to add 1 pair of pillows to the order. Then according to my calculations from your website I would like to be refunded the difference between my first order and this of $65.92. Please verify receipt and changes. Thank you for your assistance, ***** ****** Sent another email September 7th requesting status of order. On 09/19/13 I received a shipment and found it was not the color I ordered. Emailed:******, I have received a shipment. I'm sorry to say it is not Aegean Chocolate according to the samples you sent me. Please refer to the photos. According to the samples it should look like the swatch on the right. It appears that the color I received was the satin brown. Also refer to the email below from me dated August 25, 2013, I received the credit, thank you. However I only received 1 pillow not 1 PAIR of pillows. So where do we go from here? Thank you for your assistance, On 10/04/13 I received an email from them agreeing there was an error on their part. From: ****** ****** Sent: Oct 4, XXXX XX:XX AM To: '***** ******' Subject: RE: Order Update: ******** I looked at you images and you are right. The 2 fabrics are right next to each other. I think production thought they were the same. I will remake these for you in Aegean Chocolate. We are low on that fabric and there is not going to be enough to remake the order right away. As soon as the new fabric arrives we will finish the order. I sent emails on October 11th, October, 31st, November 22nd and have not had ANY response since October 4, 2013. And have not received the corrected order. Just finished sending an email requesting my Money back.

Desired Settlement: Since it seems they cannot deliver the drapes I ordered I want my Money back.

Business Response: Business Response /* (1000, 14, 2014/08/12) */ -Resolved: Replacement drapes in different fabric delivered 9/16/13 UPS Tracking ID 1zXXXXXXXXXXXXXXXX. Refund for price difference in fabrics ($65.92) processed to card ending 6371 on 8/28/13. Consumer Response /* (3000, 16, 2014/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The replacement drapes were the WRONG fabric/color. When they were contacted about the error they acknowledged the error but did nothing about it. Nor did they explain why they sent the drapes in the wrong fabric/color. At this point they gave me NO OPTIONS for resolution and no return communication.

9/10/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased an item in Jan 2014, it arrived damaged, I returned it by mail (confirmed receipt) and was not refunded. Company will not respond to me. I purchased a sheer drape 1/14. An incorrect/damaged item arrived in March. I immediately returned it (receipt confirmed). I was promised another item- it never arrived and I was then promised a refund. I have made numerous attempts to contact Factory Direct Drapes by phone and email. They said they were looking into why I did not receive my refund on July 29th and that they may have to do a credit card charge back. Since that email, I have not heard back from the company despite my many efforts to contact them. I have email records of their statements and my contact attempts along with confirmation that they received the return. I would like my money refunded- $146.49. Thank you for your asssistance

Desired Settlement: A refund of $146.49 to my credit card that I used to purchase this item.

Business Response: Initial Business Response /* (1000, 5, 2014/08/27) */ 57298088 - **** ***** - Refund Check mailed today Initial Consumer Rebuttal /* (2000, 7, 2014/09/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you, Better Business Bureau!

8/30/2014 Delivery Issues | Read Complaint Details
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Complaint: Failure to supply product that was paid for in full. I paid $1,617.15 for draperies on my Mastercard account XXXX XXXX XXXX XXXX when I ordered them on May 24, 2014, and was told fabric samples would be sent right away. Delivery was promised in 4 to 6 weeks, which would have been June 27, 2014. There was a 2-week delay in receiving fabric samples for final selection, and several interim telephone calls. Today is July 8, 2014. There were at least 7 telephone calls and 14 email exchanges between Factory Direct Drapes and me since June 24. Each time there was an excuse given that order was delayed: there was not enough fabric (which was to be ordered), could not get definite date for fabric order from manufacturer, Production Manager stopped order because of blackout (which was resolved: fabric was to be Crash Linen Oyster blackout with white back lining). On July 8, 2014, I received email at 5:29pm from Factory Direct Drapes customer service representative ******** stating ''Hey **** I tried to reach you by phone but it just made a weird beeping sound don't know if it's my phone or yours but production just informed me that we do not have enough fabric. I don't know why she didn't tell me this when I gave her the changes. I hope we can figure something out. I am asking accounting if they know when more of the fabric will come in. I apologize about this. Best regards, ******** Sales & ******** ******* Representative Factory Direct Drapes Factory Bargain Drapes +X (XXX) XXX-XXXX.'' I called Factory Direct Drapes and asked the ********, the ******** ******* representative, to place me in contact with the company president. After a long hold she said her supervisor ''******'' would give me a call; I requested she provide me with ''******'s'' last name so I would know who was calling but she refused and hung up on me. It is now after 8:10pm and no one has called me and order remains unfulfilled and issue unresolved.

Desired Settlement: Fulfillment of contract for purchase of draperies according to agreed upon specifications: 1) Lined Pinch Pleated Drape Fabric: Crash Linen Oyster (Fire Retardant/Washable) Width: 138" Height: 104" 1 Pair No Matching Fabric Tie Back(s) Blackout Lining $210.72 No Pillow(s) $760.36 2) Lined Pinch Pleated Drape Fabric: Crash Linen Oyster (Fire Retardant/Washable) Width: 144" Height: 104" 1 Pair No Matching Fabric Tie Back(s) Blackout Lining $210.72 No Pillow(s) $760.36 3) Lined Pinch Pleated Drape Fabric: Crash Linen Oyster (Fire Retardant/Washable) Width: 142" Height: 108" 1 Pair No Matching Fabric Tie Back(s) Blackout Lining $246.06 No Pillow(s) $856.79 4) Lined Pinch Pleated Drape Fabric: Crash Linen Oyster (Fire Retardant/Washable) Width: 144" Height: 108" 1 Pair No Matching Fabric Tie Back(s) Blackout Lining $246.06 No Pillow(s) $856.79 OR COMPLETE REFUND OF $1,617.15 PLUS $1,617.15 IN DAMAGES FOR TOTAL OF $3,234.30 SO THAT I CAN PROCURE DRAPERIES FROM ANOTHER VENDOR ON AN EMERGENT / IMMEDIATE BASIS TO COMPLY WITH CONDOMINIUM REGULATIONS

Business Response: Final Consumer Response /* (2000, 7, 2014/07/11) */ Supervisor ****** contacted me by phone on July 9. Following is transcript of email transmissions based upon that call: Delivery Date: XXXXXXXX(X) ****** ****** Hi ****, I talked to my boss about your order. She said it is ok for me to guarantee a delivery date of August 1. That gives us enough time to get the fabric, make the drapes and ship them to you. I w Today at 2:38 PM Me To ****** ************* ********* Today at 4:10 PM Hello ******, This confirms that I have received your email, and understand that the fabric specification is Crash Linen Oyster (Fire Retardant/Washable), blackout lining and with the opposite (facing exterior) lined in white fabric, for four pairs of Lined Pinch Pleated Drapes with no end returns, pillows nor fabric tiebacks, in the dimensions recorded and confirmed with ******** in our telephone conversation on June 19, 2014 (Pair #1: 138"x104"; Pair #2: 144"x104"; Pair #3: 142"x108", and; Pair #4: 144"x108". Furthermore, I accept your offer of 10% off of the price I already have paid of $1,617.15 for order number XXXXXXXX placed on May 24, 2014, applied as a credit to my Mastercard Account through which I paid for the order, and with a guaranteed delivery date to my residence on or before Friday, August 1, 2014. The inability to fulfill this order as specified shall be considered breach of contract, for which I reserve all rights and remedies under law. Sincerely, **** D. ****** **** ** *** AVE **** ****** ** XXXXX-XXXX (XXX) XXX-XXXX On Thursday, July 10, XXXX X:XX PM, ****** ****** <*******@americandrape.com> wrote: Hi ****, I talked to my boss about your order. She said it is ok for me to guarantee a delivery date of August 1. That gives us enough time to get the fabric, make the drapes and ship them to you. I will also give you an additional 10% off you order. Sorry for all the hassle. I am glad we could work this out for you. ****** Thank you, ****** ****** Factory Direct Drapes www.factorydirectdrapes.com Factory Bargain Drapes www.factorybargaindrapes.com Reply, Reply All or Forward More Click to reply all Send Sponsored Consumer Response /* (3000, 12, 2014/07/28) */ I received the following email response to my phone inquiry message of August 24 as to the status of my order #XXXXXXXX, especially inquiring about the shipping tracking number: FD Sales To Me (**** ******) Jul 24 at 6:48 PM Hey ****, I have received your message. I am going to check the status of your order. I am going to have to check with production. I will get back to you in the next 24 hours. I put your order number in the subject. Thank you, Best regards, Sales & ******** ******* Representative Factory Direct Drapes Factory Bargain Drapes +X (XXX) XXX-XXXX It is now 8:39pm ET and I did not receive a call or email from Factory Direct today, July 25. I left a voicemail on their ******** ******* line, called stye supervisor Jeremy at XXX-XXX-XXXX and left same message, and no one responded by return phone call or by email.Moreover, I do not understand why BBB closed the case and listed is at resolved when the purchase order had a contingency clause that the product would be deliver to my residence in Miami, Florida on or before August 1, 2014. How could BBB close a case when the entire subject was still in question. I request a response from both Factory Direct Drapes and the BBB. Business Response /* (4000, 19, 2014/08/18) */ This ******** did a chargeback on his credit card and received a full refund in July. Consumer Response /* (4200, 21, 2014/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Department of Justice for the State of California is investigating the business practices of Factory Direct Drapes and retaining all files because at some future date, legal action could be taken against Factory Direct Drapes by the Attorney General's office. Business Response /* (4000, 22, 2014/08/25) */ Status- Resolved: ******** processed a chargeback with their credit card company and received a full refund. Consumer Response /* (4200, 24, 2014/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Failure to perform forced me to find an alternate source at a higher cost. I expect remittance of the difference, which is $636.85

8/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I made an order on 5/26/2013 and as of today I have not received my order. I can't get anyone to return phone calls or e-mails. I made an order on 5/26/2013 and as of today 9/23/2013 I still don't have my merchandise. The order was for 3 sets of drapes, 2 sets of sheers and 1 drapery rod (order #******** Total of 789.71) At first they offered several excuses such as real busy, manufacturer of the material burned down, some of the product was done and some wasn't. I offered to use a different material. For the last 2 months I haven't been able to contact them at all. I have left phone messages and have sent e-mails but they have yet to respond. The last phone message and e-mails I sent were asking for a refund of my $789.71. I still have not had a respond. I feel like they just aren't going to do anything but keep my money.

Desired Settlement: I want a refund of my $789.71 as I have not receive any of the merchandise and it has now been 4 months since I made the order.

Business Response: Business Response /* (1000, 15, 2014/08/12) */ Resolved: Order delivered 10/3/13 UPS Tracking ID 1zXXXXXXXXXXXXXXXX

8/13/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Placed an order on 05/25/13 and have not received Placed order # XXXXXXXX on 05/25/13 for the amount of $99.63 paid with BOA visa for a pair of drapes. Material to be used was special order. Within a weeks time their website status of my order was in production. I waited until 06/24/13 to place my first call. I was told the material would be there in a couple of days and it's only a couple days to make them and they would be shipped out. Next call was placed on 07/03/13 was told material came in yesterday 5-7 business days and they would be shipped out. Next call on 07/12/13 said the drapes were made except the lining needed to be put in them and they would be shipped by 07/17/13. Next call 07/18/13 was told it would be 5-7 business days. At that point I asked to speak to a supervisor. I was told supervisor would not be in until the afternoon. I asked to either have the supervisor email or phone me neither of which was done. On 7/23/13 I sent an email to their customer service and received no response. I have tried calling everyday since and only get an answering machine.

Desired Settlement: I would really prefer to have the drapes but if not possible I would like my money refunded.

Business Response: Business Response /* (1000, 14, 2014/08/12) */ Resolved: Order delivered 9/6/2013 UPS Tracking ID 1zXXXXXXXXXXXXXXXX Consumer Response /* (2000, 16, 2014/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

8/13/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I placed my order for pinch pleated drapes on 1/13/14 as of today 3/3/14 I still have not rec'd them. I placed my order for pinch pleated drapes on 1/13/14 since mid February I have been trying to contact Factory Diret Drapes to inquire as to when I might expect to receive my drapes. I have left messages on the customer ******* voice mail and on their on line email. I have not recieved any reply by phone or email from them. When I check on my order on line it says "In Production". If there is a problem with my order it would be nice if someone would call or email me and let me know so we can resolve the issue or let me know when I can expect to recieve my drapes.

Desired Settlement: I would like my drapes as soon as possible or a refund so I may order from somplace else.

Business Response: Business Response /* (1000, 15, 2014/08/12) */ Resolved: ******** processed a chargeback with their credit card company. Consumer Response /* (2000, 17, 2014/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Due to the Company not responding to the Better Business Bureau or the California Attorney Generals office I contacted my credit card company and explained the situration. They investigated further and were finally able to acquire the reimbursement from the company and issued a credit back to my credit card. In my dealings with this company I would not recommend them to anyone.

7/23/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Failure to deliver product as promised even after pa My complaint is similar to other recent ones. Ordered drapes on June 3rd and was told over phone delivery would be in 4 or 5 weeks. Credit card was charged immediately. Four weeks later I asked for status and was told the fabric I had ordered was no longer available. Immediately called and selected a different fabric. Was told delivery was 5 to 6 weeks not 4 to 5. I am now at a day over 6 weeks and have been told production is out another week or so and delivery will take more time. It will likely be more like 8 weeks at best. Like other complainers I have seen the same frustrating pattern of delays, excuses, etc.

Desired Settlement: Want the product delivered as soon as possible and guaranteed delivery date at my house. Would like apology for the way they do business.

Business Response: Final Consumer Response /* (2000, 6, 2014/07/23) */ The drapes look like they have shipped and will be coming in on July 24. That will be 7 1/2 weeks roughly instead of the stated 4 to 6. If they arrive in good condition, I will consider this settled, but I want to make sure the drapes are in good condition.

6/4/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered drapes and a curtain rod almost 3 months ago but never received anything. Everytime I call I have been given the run around. On Feb. 27 I mailed a check to Factory Direct Drapes for a pair of Batiste drapes and a Kirsch curtain rod for $219.10. My order # is #XXXXXXXX. The check cleared on 3/21/14 and I received an email that they had received my payment. The website indicates that the company will start working on your drapes as soon as payment is cleared, so they should have started on 3/21. I called in April to find out the status of my order, and I was told they "were backed-up" and "hadn't started on it yet." I called again this morning, May 5th and was told that the drapes were finished but had not shipped, that they were probably sitting in the basement somewhere. A supervisor was supposed to call me back within the hour but never did. They cashed my check without ever intending to send me my merchandise.

Desired Settlement: I would like to have my money back ASAP -- $219.10

Business Response: Initial Business Response /* (1000, 7, 2014/05/06) */ This order was already made and has been shipped to the ********'s home address. The UPS tracking # is 1ZXXXXXXXXXXXXXXXX Initial Consumer Rebuttal /* (3000, 9, 2014/05/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business also needs to send me a check refund for the curtain rod which is $43.13 plus tax and shipping costs (about $49). When I receive this check I will consider this matter closed. Final Consumer Response /* (2000, 13, 2014/06/03) */

5/13/2014 Problems with Product/Service | Read Complaint Details
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Complaint: On 01 March 2014, my VISA was charged $297.82 and $118.89 respectively. Called yesterday and was informed that material is out of stock. I advised that I wished a refund and I was told that I would receive notification immediately that a refund would be posted. NO refund has been posted and my calls and email is unanswered. Order was charged to my VISA credit card on 01 March and 04 March 2014.

Desired Settlement: Amount charged but not refunded. On April 8th, I called and was advised that they goods were not available. They did NOT provide any notification of this and I have since paid my charge bill so cannot retrieve money from ****** Co. The toll free number is XXXX-XXX-XXXX. Reportedly, the manager, ******, works remotely and his number is X-XXX-XXX-XXXX. I would appreciate any help in recovering my charges.

Business Response: Initial Business Response /* (1000, 8, 2014/04/25) */ She was refunded the full amount for invoice# ******** (297.82) + invoice # ******** (118.89) Total dollar amount refunded to this customer = $416.71. I will send you copies of the refund receipts. Thank you.

4/9/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Ordered drapes in June 2013. Notified materials ran out; requested refund; no response via phone or email since 12/30/2013 On June 30/13 I ordered (#XXXXXXXX) Laurel Lees Ivory drapes for my living room. I received an email from ******* in November 2013 that company had run out of materials and whether I would like to order in another material or have a refund. I emailed on 11/20 to cancel the order and issue me a refund. I emailed again on 12/30 asking where my refund was. I received an email stating that I would receive a check in lieu of credit to my credit card. On 1/18/14 I spoke to ****** who gave me ******'s direct line. I called and left a message that same day. I again called on 2/10 and asked if the lady knew when my refund would be coming and to leave a message with ******. So far-NO RESPONSE, NO CREDIT ISSUE, NO CHECK. When I bought curtains same vendor online in 2008 I had no problems at all... the curtains for my living room were perfect and arrived in a reasonable time, as did the next order for curtains in my office. I don't know what happened with the management since then but it has not been responsive at all and that is most un-professional to say the least. I would like my refund post-haste. Litigation is a pain in the **** but (no pun intended) that might have to be another possibility. I would prefer not to follow that course.

Desired Settlement: The curtains I ordered were at a discount- the final price was about $289.82. I would like to receive a refund for much more but that will have to do considering all things. The sooner the better, and a phone call or email verifying that the refund is in the mail (date and time of posting) via special delivery would be dandy.

4/8/2014 Problems with Product/Service
2/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Product was ordered on December 1. I still don't have them. I ordered sheer pinch pleated drapes in batiste white on December 1, 2013 for $178.00. My order number is XXXXXXXX. The payment was deducted from my account on December 3, 2013. I called the company on January 13, 2014, to find out the status of my order. I was told my order would arrive by the end of the week, the next week at the very latest. I then called again on January 24, 2014, when the drapes still had not arrived. I was told that drapes can take 4-6 weeks to ship. I called again January 25, 2014, and was told I would have a tracking number by February 3, 2014. I called February 3 and was given no tracking number, but was promised a tracking number would be emailed by 6.

Desired Settlement: I would like my drapes or a refund.

Business Response: Initial Business Response /* (1000, 5, 2014/02/04) */ As promised, Corrine received a tracking number for her drapes on 2/3/14 before 6:00 p.m. That UPS tracking number is 1zXXXXXXXXXXXXXXXX. Business Response /* (1000, 12, 2014/02/24) */ This customer received their drapes. UPS tracking # is 1zXXXXXXXXXXXXXXXX. Shows delivered on 2/10/14. 4-6 weeks is an estimate. We try our best to achieve this. Sometimes holidays and a fabric being out-of stock can cause delays. Consumer Response /* (2000, 14, 2014/02/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)

2/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Paid for draperies when ordered six weeks ago. Delivery was promised in 4-6 weeks and each time I call there is another excuse. I ordered draperies from Factory Direct Drapes (order number - XXXXXXXX) online on November 6, 2013 and paid via credit card $364.20 and was told it would take 4-6 weeks to deliver the draperies. The credit card payment was processed within one day. I called Factory Direct Drapes on December 10, 2013 to inquire about the delivery and was told that I would have the draperies by December 15, 2013. I called again on December 18, 2013 and was told after a long delay on the telephone that it was still in production. I spoke with **** and she told me that she would have to go to the factory and check the completion date and call me back; however. I was not satisfied with her answer and asked to speak with her supervisor. I was told his name is ******. After waiting about 10 minutes, ****** came to the telephone. He explained that there are very busy and would have to check to see when they would be completed. I told him that I ordered the draperies for Christmas and was told at the time of the order that there would be no problem to have the draperies delivered by Christmas. ****** said he would get back to me in about 2 hours but never called back. I called again about 4 hours later on December 18, 2013 and asked to speak with ****** and was placed on hold for a long period of time. I spoke with **** again and was told after she returned to the telephone, I could hear a man's voice in the background telling **** what to tell me. She told me that ****** would mail the draperies the next day with a 2 day shipping and we should receive by Monday, December 23rd and the expedited shipping would be at their expense. I called several times on December 19, 2013 to get a tracking number for the shipment. I finally spoke with ****** and she asked to place me on hold while she checked on the status of my order. I waited for about 15 minutes on the phone and was disconnected. I called back twice and received their voicemail. I called again later and was told by ****** that they had a problem getting the fabric (fine striped ivory) and there would be a rush to get the many orders out that they had for this fabric. I was furious because they lied to me on more than one occasion. I asked why ****** told me that the draperies would ship on December 19th and she had no explanation. I asked for ****** to call me to explain what was going on and he never called back. I called back and spoke with ****** and told her to I no longer wanted the draperies and I would contact my credit card company to see if I had any recourse to get my money back. I called again on December 20, 2013 to speak with ****** to officially cancel the order with him and ask for a refund of my payment and was told after a 10 minute hold that he was somewhere in the factory and could not be found but she would have him call me back. I never received a call back and sent an e-mail to them to cancel the order and request a refund.

Desired Settlement: I am requesting refund of the #364.20 I paid for the draperies due to the fact that they lied so many times and I believe that as of this date (December 20, 2013), they have not started production of the draperies.

Business Response: Business Response /* (1000, 15, 2014/01/29) */ The ******** already received their order #XXXXXXXX. UPS tracking# 1zXXXXXXXXXXXXXXXX

8/14/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Two pair of drapes were ordered, one pair was not made to the proper length;the pair was returned for repair. Waiting for the return. Ordered 2pr.of draperies.We received the order on 6/4/13 and informed FDD that one pair was made longer than 136wx82long. FDD arranged for UPS pick up on 6/11/13.We were advised the repair would take 7-10 days. On 7/11 I requested a status report via e-mail, follow up 7/12 by phone. On 7/16 FDD advised the repaired drapes would be sent to us on 7/19/13. On 723, 7/24 7/25 I tried to contact by e-mail or phone requesting a response. They have not answered my requests. They(FDD)had 29 working days to complete repairs. I question if they lost the drapes Customer service rep is ****** ******.

Desired Settlement: On 4/22/13 ordered 2 pr. of drapes which were receive on 6/4/13. Informed FDD the pair 136 w x 82 l was made too long. They had UPS pick up for return on6/11/13. We were advised repairs would take 7-10 days. On 7/11 I sent e-mail & 7/12 phone call requesting status report. On 7/16 I phoned FDD, they advised the drapes were to be shipped to us on 7/19.On 7/23,724 & 7/25 I have made e-mail or phone request for status. They had 29 working day to make repairs. Have the drapes been lost? The customer service rep is ****** ******. We would like our drapes.

6/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered on 5/1 & no delivery on 6/1.Sent email and reply said material out of stock.Credit card charged but no delivery or explanation as of 6/17. Here's the order and a copy of the email exchange: Order Details My Account > Order History > Order Details Order # ******* Date 5/1/2013 Name ******* ***** Email ******@********.net Phone ********* Billing address ** ********** *** ****, ***** ***** ** ***** United States of America Shipping address Same as billing Payment Credit Card (MC, Visa, Amex, Disc) (Authorization Code: ******) Discounts Discount Code: ******** $**.00 Status In Production Comments: Leave in mailroom, no signature required Shipment Free Ground Shipping $0.00 Taxes $0.00 Total $76.61 SKU Description Qty Variation Price 10435 Unlined Tab Top Drape 24'' - 42'' Width, 0'' - 44'' Height Fabric: Blackout Flax Royal (Special Order) Width: 42" Height: 44" 1 Pair No Matching Fabric Tie Back(s) No Pillow(s) $70.00 10492 Halo Valance 24'' - 48'' Width, 16'' Height Fabric: Blackout Flax Royal (Special Order) Width: 42" 1 No Pillow(s) $41.61 _____________________________________ email exchange (the reply is first): From: Factory Direct Drapes mailto:customerservice@factorydirectdrapes.com Sent: Thursday, June 06, 2013 5:59 PM To: '*****' Subject: RE: How's it looking? We are still waiting on this fabric to come in. If you do not want to wait, I can send you some similar fabric samples. If you like one of the others, I can rush the order though for you. If you do not like any of the other samples, I can do a refund for you. Let me know how you would like to handle this. Thank you, ****** Thank you, ****** ****** Factory Direct Drapes www.factorydirectdrapes.com Factory Bargain Drapes www.factorybargaindrapes.com 866.713.7273 Connect with us: Facebook Twitter Linkedin ________________________________________ From: ***** mailto:*************.net Sent: Thursday, June 06, 2013 2:04 PM To: customerservice@factorydirectdrapes.com Subject: How's it looking? I placed the order nearly five (5) weeks ago, and you took payment for the order about five (5) days ago. How is it looking for delivery? Please, push it along! Order History My Account > Order History Please click an order number for more details. Order Number Date Total Status Items 60017030 5/1/2013 $76.61 In Production 2

Desired Settlement: I either want the product delivered within the next week or two, or I want a refund.

Business Response: Consumer's Final Response /* (2000, 6, 2013/06/26) */ The order was cancelled and payment refunded...Thanks


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