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            Business ProfileforRockwood Shutters

            Shutters
            BBB accredited business

            At-a-glance

            Customer Reviews

            3.15/5stars

            Average of 27 Customer Reviews

            Customer Complaints

            21 complaints closed in last 3 years

            9 complaints closed in last 12 months

            BBB Rating & Accreditation

            Accredited Since: 5/30/2014

            Years in Business: 35

            Customer Reviews are not used in the calculation of BBB Rating

            Overview of BBB Rating

            Overview

            This company manufactures and distributes shutters, blinds, and shades. 

            Business Details

            BBB File Opened:
            6/25/2007
            Years in Business:
            35
            Business Started:
            11/16/1988
            Accredited Since:
            5/30/2014
            Type of Entity:
            Limited Liability Company (LLC)
            Alternate Business Name
            • Houston Shutters
            Business Management
            • Ms. Jennifer Baur, CEO & President
            Contact Information

            Principal

            • Ms. Jennifer Baur, CEO & President

            Customer Contact

            • Ms. Jennifer Baur, CEO & President
            • Ms. Heather Thrift, Manager
            Additional Contact Information

            Phone Numbers

            Email Addresses

            Customer Complaints

            21 Customer Complaints

            Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews

            File a Complaint

            Most Recent Customer Complaint

            12/13/2023

            Complaint Type:
            Problems with Product/Service
            Status:
            Resolved
            I purchased 3 shutters from Rockwood through **** ***** 10/19/2022. All 3 shades were installed January 2023. Since then, The one large family room shade has come off the window 3 times since then, and each time Rockwood ordered a new (same) shade. The 2nd time the shade came off, one of their employees, put nails from the valance through our moulding to hold it up. It still came down and now I have nail holes in my moulding. Recently, after the shade came down for the 3rd time, Rockwood sent a contracted tech to assess the reason the shade keeps coming off, and he specifically said to me, its the valance (12 inches) that is coming off because its too heavy. A shorter one would be better. He wrote a report to Rockwood. When Rockwood got back to me, I received an email stating that a new same shutter should be sent around Nov 24, 23. Since I've have a very difficult time with customer service taking care of this, I began dealing with the manager, Kristin. When I spoke to the Kristin, she told me the shade was not manufactured correctly. I then asked her "So all 3 times the shade was not manufactured correctly?" I let her know that per the tech person, sending another same shade would cause the same problem in a few months. She got back to me and let me know another technician, MIke, would come out and assess the situation and they would call me. A week later no one called. I spoke with Kristin and we then discussed options moving forward with another brand called Bali shades because Rockwood is discontinuing kirsch products. The sales person came over and I picked out a Bali shade I liked. I followed up with Kristen a few days later, and we agreed to get a full refund from Kirsch, and if the price is decent, I would purchase the Bali shade. Last email she sent today, she was going to get samples of Kirsch shades. Since, were going around in circles again. I just want a complete refund. I appreciate Kristin trying, but weeks are turning into months without resolve.
            Read More

            Customer Reviews

            27 Customer Reviews

            What do you think? Share your review.

            How BBB Processes Complaints and Reviews

            Start a Review

            Most Recent Customer Review

            Joanna K

            1 star

            02/09/2024

            We originally had a great experience ordering with Rockwood Shutters, as their representative came to our home, was friendly, and helped us select window treatments that met our needs. However, all went down from there. We ordered our shutters in January 2023, and they were not installed until April, which exceeded the timeline originally promised. The initial shutters that were installed many damages/issues--gouges on the slats, shutters that didn't latch, levers that didn't work, scratches everywhere, and a splatter reside that stained and didn't come off. We asked for replacements and repairs. That took 2 months. Our shutters were replaced with DIFFERENT shutters that didn't match the remainder of what was originally installed. We called and called and called. No follow-up. No apology. We were patient and kind every time we called despite their poor customer service. Finally, we informed Rockwood that we would file a dispute with the BBB if they did not respond. Surprisingly, this elicited a response, but only after 6 MONTHS of silence. They replaced the shutter in January 2024. They had to make it "by hand" because the product line no longer existed because they WAITED TOO LONG. To our distain, the replacement was DAMAGED as well. We contacted the company. No response. We spent thousands of dollars on shutters. Apparently, this company feels that their customers do not deserve timely responses, quality/non-damaged products, and have to settle for something they're not happy with. It's not often we feel led to leave this poor of a review for a company, but I would not recommend their product or their company. It would save you significant time and headache, and not be left with a damaged product that you don't love in your home.

            Rockwood Shutters Response

            02/14/2024

            Hello, 
            We appreciate your feedback and you allowing us the time to complete your project to your satisfaction. We do understand the frustration this has caused and want to make it right.  With that being said, if there is still something wrong with your installation, we want to know about it to see how we can rectify this for you. We will be reaching out to gather more information. 

            Rockwood Shutters

            Local BBB

            BBB of Greater Houston and South Texas

            BBB Reports On

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