Complaints

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.

• Initial Complaint

  Date:08/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  ******* of Window Expressions represented ****** ******* shades as room darkening, though they are too narrow and too dark to darken the room.- - -******* remeasured; **** sent an email noting ****** ******* is not willing to issue a refund or remake the shades since they were made to the correct size and within specifications. - - -The product design appears flawed, as the Pull is positioned below the shade and keeps the shade from falling to the window sill. Measurements were. Or made to accommodate the design flaw.- - -**** offered to replace one of the three shades, but all three were misrepresented as room darkening and all three are too narrow and too short to darken the room.

  Business Response

  Date: 08/13/2025

  Tell us why here...We received a concern from this customer that her shades were both too narrow and "faulty" as produced by the manufacturer; ****** *******. 
  
  
  I'd like to preface this response by stating that whenever we sell room darkening shades the customer is dutifully informed that there will always be a "halo" effect around the perimeter of the shade and this "halo" is exacerbated when the shade is mounted inside the window's frame as hers are. 
  
  
  I contacted her and offered to have have ******* return to her house and remeasure and inspect the shades to make certain they were in fact made to our requested dimensions. The shades were measured correctly-******* has been measuring window treatments for 38 years- and they were within ****** *******' specs of +- .125 inches. Regardless I contacted our ****** ******* *** and spoke to him and was told there wasn't anything he/they could do to basically ***lace shades that were both ordered and fulfilled accurately and correctly. None the less, in an effort to be a concerned businessman I offered to ***lace the largest shade; the one she had the major complaint about, free of charge as an outside mount which would have reduced the light leakage and she refused this solution.
  
  
  I feel that Window Expressions has made every reasonable and responsible effort to rectify this situation.

  Customer Answer

  Date: 08/13/2025

   
  Complaint: 23701349
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 08/19/2025

   
  Complaint: 23701349
  
  I am rejecting this response because:
  
  Good morning,
  
  The offer to replace one out of three shades was rejected because:
  
  1. I paid for custom design advice/guidance and for custom shades.  The replacement shade would be made of the same material but appear different in style as it would be hung in the outside. (If I wanted a mix-matched collection, I would have shopped the clearance bin at a big box store.)
  
  2.  The largest shade lets in the most sunlight and faces me when I sleep, but the other two shades were also misrepresented as room darkening and the are not.
  
  3.  The product was misrepresented as room darkening.  I was not told there would be sunlight flooding in through the space at the bottom of the shade. Upon my first inquiry,  ******* suggested I stretch the material, though this would not have worked because the pull handle rests on the window sill and the fabric would not lay plum on the sill. 
  
  4.  Since January 2024, I have  had a daily headache or migraine.  Brain aneurysm surgery April 2025 did not cure the headaches.  Sometimes I need a dark and comfortable place to rest.   I paid for that and did not receive it.
  
  5.  Do **** or ******* of Window Expressions have a mixed-matched collection of shades in their primary bedrooms?   I doubt they would find their offer acceptable in their own homes.
  
  6.  ************ is flawed.  The pull handle rests on the window sill which does not allow the shade to reach and rest on the window sill which would darken the room.
  
  7.  Misrepresentation and false advertising. This type of practice can also be seen on the Window Expressions website where they imply that they have a 5.0 ****** Rating as they only include 5.0 ratings.  
  
  8.  Violation of Disability Protection Laws
  
  9. Breech of Contract.
   
  10. I am requesting a full refund or replacement of Room Darkening blinds, and will be reporting this to the ********************************************************
  
  Thank you,
  ******* *******
  ***********************
  Annapolis, Md 21403
  ************

  Business Response

  Date: 08/21/2025

  At this time I'm not going to rehash the pertinent details outlined in our previous response but I will reiterate that *** did her job professionally and accurately and also informed the customer at the time of the sale as to the limitations of room darkening products. 
  Additionally, I invite the customer to contact the ****** ******* Consumer's Hotline to discuss their "flawed" and mis-engineered products that are being misrepresented as a room darkening shades at **************.
  
  
  Further; 
  There's a reason we've been serving **** Arundel and surrounding counties for over 38 years.
  There's a reason the majority of our business consists of repeat and referral customers-it's due to our exemplary attention to detail and customer service.
  There's a reason that the only non-5 star review we've ever received was from this customer who saddled us with a 3 star review. And NO-****** does not allow a business to selectively edit or eliminate reviews as she claims.
  There's a reason that this issue hasn't been resolved and it's not due to our lack of attempting to negotiate a fair and equitable solution.

  Customer Answer

  Date: 08/21/2025

   
  Complaint: 23701349
  
  I am rejecting this response because paid for custom service and a custom product.  I ordered room darkening shades and they do not darken the room.  Mixing the type of shades in one room would not be aesthetically pleasing.  

  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 08/26/2025

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  Regards,

  ******* *******