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Business Profile

Custom Curtains

Cut-Yardage

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Custom Curtains.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:09/06/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was so excited when I found this place online for there prices are really good , there website has the option where you can choose which window treatment you want , the styles , you can put the length , the width, and other ad on option such as trimings, linings, if you want it motorized or just a pull or manual lift system ect. and it sums up and total the total labor cost , it also tells you how much yardage of fabrics do you need to execute your chosen window treatment, so I chose the ****** shade valance. after putting all the measurements, style and knowing how much would it cost ,I'm pretty much ready to order. I sent an email sending all the info, this is there online pricing that there website provided. 75x18x6=187.50 35x18x6=87.50 66x18x6=165 39x18x6=97.50 27x18x6=67.50 27x18x6=67.50 21x83x6=242.50 80x18x6=200 17yardage $45x17=765 599 $2129 they emailed me back saying they provide free home design consultation.******* came to my place on 8/19/23 she showed me fabrics and measured my windows , she said she is going to send me the quote. the price that she sent me went doubled, it went to ******* I had asked her why the pricing is different from the online pricing I got from the website, her response was the online pricing is 100% not accurate and the pricing is different because she came to my house and discussed style ect. I had also asked her about the online coupon and promo that she had never mentioned to me which was 40% off in total labor cost when you ordered the fabrics thru them, she responded saying that offer had ended on 8/31/23 which was a big lie, there website states the offer is good thru 8/15/23-9/31/23. They are deceiving and misleading customer like me because they knew that website online pricing is 100% not accurate yet there advertisement and ******** page is telling customer like me to check there online pricing and styles lied to me about there online coupons and 40 % off in total labor cost promo had ended

    Business Response

    Date: 09/26/2023

    First and foremost, we would like to clarify that we have not taken any order or collected any money from this person for any window treatment order she mentioned in her complaint. We provided her a quote for our services which she seems to not like. Our intention is always to provide transparent and accurate pricing to our valued customers.

    We apologized if there was any confusion regarding the online pricing and promotional offer and clarified the situation. Our online calculator is designed to provide a rough estimate of labor costs based on standard parameters and add ons. Since we exclusively do custom orders only, it is impossible to have exact pricing in any calculator and it may not accurately reflect the final price for custom designs, which can vary significantly depending on factors such as pattern, and material, style complexity, size, additional options and many other variables.The online coupon they mentioned is indeed valid and included in the labor pricing for your order. We take our commitment to transparency seriously and sorry to hear that she felt otherwise.

    Our goal is to provide our customers with high-quality custom designs that meet their expectations and we have thousands of customers over years who vouch for our quality and prices. 

    Please also note that we have seen this person's inquiries on yelp for another quote again under different names. We had reached out them to offer to help explain and resolve the situation on Sep 3rd. However, they decided to not only complain on various social media sites, they have disclosed our employees private and confidential information on public reviews. This has not only jeopardized our business but also creates a potential safety risk for our employees. After multiple rounds of explanations to this person, they continued to send same emails and harass our employees. They have also threatened to complain to *** and others if we dont offer them the pricing that they want. We do not respond to such threats but it is needless to say that the behavior of this customer seems to be more of trolling and not a genuine inquiry for work to be done. I hope BBB can see that there our team has gone above and beyond to offer customer service and incurred cost in doing so and have not charged this person a single ***** so their claims are baseless and harassing in nature. Hope BBB will take action against such frivolous claims. 

    Customer Answer

    Date: 09/30/2023

    I am rejecting this response because: Let me be clear I never claimed or said I paid or given you any money, I always used the word her quote or she's charging or tried to charged double, I had never put your staff at risk or posted anything that is not allowed by yelp. all I did not post any personal information, I had only used her first name which she uses on her profile that has even have photo her that she posted , I posted her response to me lying about the validity of the online promotion, all the pricing that I sent you was provided by your website, if you look at the Roman ***** page under the different style  of ***** *****s, you will see the word " VIEW ONLINE PRICING"  why don't you click see the attachment and  see for your self who is lying and does not follow there online pricing, ******* had came to my place and went out of her way so she could  sent me and my neighbor a more expensive quote , doubled from your website online pricing. I'm willing to pay the price that is fair and not far away from what your website had provided. Please  don't post online pricing if your not going to follow and Honor it, I wrote you a letter to let you know how your employee had tried to  lied to my face  by saying the online promo had ended when the offer is good thru 8/16/23=9/31/23 so she can justify her much higher quote, But the only respond that I got from you was " there must be a misunderstanding, let me get back to you" and after that  a letter refusing to fabricate my valance and would not honor your online pricing, your website had provided that pricing. Your thats deceiving by posting an online pricing that don't not honor your the one that posting  online coupons that your employee lied about.  your in violation of ********** business and profession code ***** and please reply and respond  to the *** letter.


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