Beware of Bargains at National Blinds and Wallpaper, A HOME DEPOT COMPANY
A. D'Andrea
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To: Home Depot, Inc.
I would like to bring to your attention a problem I had with the experience
at National Blinds and Wallpaper, Inc., a Home Depot, Inc. company, and I
hope someone can do something about it. This incident has left me extremely
angry. Following is a copy of the newest complaint letter sent today to NBW.
July 27, 2001
TO:
National Blinds & Wallpaper, Inc.
200 Galleria Officecentre
4th Floor
Southfield, MI 48034
FROM:
Kim Pavlik
22065 Caroline Court
Frankfort, IL 60423
klpm...@aol.com
RE: PLANETFEEDBACK REFERENCE NUMBER 911521
Dear Sir or Madam,
I would like to bring to your attention a complaint I have about the overall
experience at one of your stores. I am extremely upset about this, and I
hope you are able to resolve this situation.
Since I first placed my order on February 27, 2001 with Mark from 5:00 until
5:32 CST, I have been repeatedly ignored when it came to my Customer Service
needs starting with checking on the order to see why it hadn't arrived by
3/20/01.
Once the order DID finally arrive, there were problems with 2 of the four
sets of blinds. On 4/9/01, I called Customer Service (long distance) and sat
on hold for about 20 minutes. When I finally spoke with Vanessa, I told her
that there were factory problems with 1 of the Hunter Douglas products and 1
of the Bali (Springs Fashions) products. By the end of April, I received
both replacements, however, one of the replacements was damaged (the
Bali/Springs product replacement). This time, when I called, I had been told
by a Supervisor named Dadia Bass, who had called me during my last
frustration in April, that I was to deal specifically with her and that she
was handling the problem. So, I called Dadia around the first of May and
explained to her that one of the products arrived damaged - both bent and
torn fabric. I received a voice mail from her that it, too, would be
replaced. That replacement arrived around the end of May (before Memorial
Day) and was fine.
I was thrilled to be done with National Blind and Wallpaper Company -
hopefully for good.
Not so fortunate. Last week on 7/11/01 at 10:10 a.m., I called National
Blind only to find out from the person answering the new "800-" number for
Customer Service that "Dadia is no longer with the company. A lot of people
have quit during the past month and she may have been one of them." Around
my house, that is known as "TMI" or TOO MUCH INFORMATION! Having worked for
several nationally recognized companies in the past, that is NOT information
I would want my customers to know about - obviously if the employees weren't
happy, the customers probably won't be either!
I was finally transferred to "Sunshine" to whom I explained that another
Hunter Douglas product had broken, and the replacement product was also
starting to make a clicking noise similar to what I had heard prior to the
other times the blinds had broken. I told her that I felt that the EASY
GLIDE system may be the problem and that I was suggesting that Hunter
Douglas just put plain pull cords on the repaired/replacement product. She
logged my complaint and I assumed that I had been heard and would get a
response from National Blinds or Hunter Douglas as to what the solution
would be.
On 7/21/01, another Hunter Douglas product (already replaced once) broke and
so I called National Blind on 7/23/01 at about 10:00 a.m. to find out what
happened to my last complaint, and also to report another complaint with the
second broken set of blinds.
Amanda informed me that "due to the heavy volume of phone calls, they could
not respond to nor investigate my complaints. Someone [would be calling]
back between 1:00 and 4:00 CST to speak with me. . ." I informed her that I
really didn't have time to wait by the phone, but that I would do everything
possible to be available to discuss the problems.
I cancelled appointments, changed some schedules, and made sure I was home
by 12:45 just in case.
At 4:15, Amanda called (NOT between 1:00 and 4:00) to tell me that she saw
that there had been contact with Hunter Douglas and that there was no
information as to what Hunter Douglas wanted to do with the blinds. I
informed her that a second set had broken as well and that this would be the
second replacement for that product. I also offered my suggestion to her as
to how I thought Hunter Douglas could do all of us a favor and change the
EASY GLIDE system back to the original pull cord system. She told me there
is no way to communicate that to Hunter Douglas. She also informed me that I
should hear from either Hunter Douglas or National Blind by Thursday 7/26/01
as to what the latest solution would be and that if I haven't heard from
anyone, call back.
Well, I called back on 7/27/01 around 1:00 and got Amanda who answered the
phone. Told her that I STILL haven't heard anything from anyone! She told me
that in the computer she could see that post cards had been sent to me with
instructions on how to "return the products to Hunter Douglas for repair."
Well, I've now called Hunter Douglas to tell them just how highly regarded
their products are by National Blind and Wallpaper Company (NOT). I also
expressed to Hunter Douglas how unlikely people are to order their products
again when it appears that National Blind and Wallpaper Company doesn't make
it easy to have repairs and replacements done. Finally, I told the
representative at HD that National Blind and Wallpaper must have thought I
would go away if they just didn't respond to my complaints. . . and they're
right.
I have fax numbers here for Home Depot and Hunter Douglas to send copies of
this letter to people who might REALLY care just how "CRAPPY" the operations
of National Blind and Wallpaper really are. And to be living in a new house
in a new neighborhood with many families moving in around us, I've been
rather expressive in my opinions of people who have asked me where I ordered
my window coverings from. They ARE very pleased that I've steered them away
from a disaster in National Blind.
While I almost never buy from your company, I think I have the potential to
be a good customer, and I usually spend $600.00 each time I buy. I seriously
doubt that I'd spend any more, even if you were able to fix this problem.
I seriously doubt that I will ever buy from your store again, and I will
urge everyone I know to steer clear as well. Why do I patronize your
company? Because your ads are so enticing.
Here's what I'd like to see happen: I've asked repeatedly if I can have a
refund and return these blinds. I keep getting directed to other options and
I've had it! What's the problem? Why I can't I have my money back? If I have
so much trouble using the "lifetime guarantee on all products" then, here
are your blinds, give me my money! I can order Hunter Douglas elsewhere -
this is NOT their fault!
I want National Blinds & Wallpaper to take better care of their customers in
the future. While I won't be one of them, and the number of customers may
diminish, I do hope that any new customers are better taken care of and with
more haste than what I've experienced.
Thank you for your attention to this matter. I look forward to your prompt
response.
Sincerely,
klpm...@aol.com
CC:
M Zalewski
From:
Kim P.
Frankfort, IL
Skip
A. D'Andrea <a...@enspira.com> wrote in message
news:v80s7.307$7d.6...@newshog.newsread.com...
> Beware of Bargains at National Blinds and Wallpaper, A HOME DEPOT COMPANY
> --------------------------------------------------------------------------
--
> ----
> To: Home Depot, Inc.
>
> I would like to bring to your attention a problem I had with the
experience
<snip> Much rambling removed
> Thank you for your attention to this matter. I look forward to your prompt
> response.
>
> Sincerely,
> klpm...@aol.com
>
> CC:
> M Zalewski
>
> From:
> Kim P.
> Frankfort, IL
First, you have too much time on your hands.
Second, you have just learned that the thrill of
getting a cheap price is far outweighed by poor
customer service. I would respectfully suggest
that you do business with a local company that
may be a few dollars more per piece, but has a
vested interest in your satisfaction. The more people
"internet shop" the more they are putting the small
business that still give a damn out of business.
Just my humble opinion.
Arthur Gostick
that will service the product he or she sells. no 800 #s just a store
with a door and no operator. honest to goodness customer service.
ART
David Range
wrote:
>
>First, you have too much time on your hands.
>Second, you have just learned that the thrill of
>getting a cheap price is far outweighed by poor
>customer service. I would respectfully suggest
>that you do business with a local company that
>may be a few dollars more per piece, but has a
>vested interest in your satisfaction. The more people
>"internet shop" the more they are putting the small
>business that still give a damn out of business.
>
>Just my humble opinion.
>
Doesn't it seem odd that the original poster has two seperate
complaints posted on the same company? The first about broken blinds,
and the second about the wrong size?? Which is it?
David
Skip
Arthur Gostick <agos...@home.com> wrote in message
news:3BB14F95...@home.com...
Arthur Gostick
ART
Skip
> you must of mis understood, i was agreeing.
>
Donald MacQueen
from alt.language.nitpickers ;-)
"Skip" <whit...@Xdotcomnow.com> wrote in message
news:LsMs7.23666$2H2.1...@e3500-atl1.usenetserver.com...