Mishail from Brampton

This is long overdue, but I was cleaning out my home office and came across the email I sent them. Very lengthy, but a good read. (can't recall approx. cost) On Thu, Dec 6, 2012 at 3:18 PM, Mishail Pawa <mpawa81@gmail.com> wrote: Attn: Senior Management It was extremely challenging to get an email address from front desk so I searched online and collected any email address I can find relating to ‘The blinds & Shutters Outlet’ OR ‘Vinyl-Tek’ I expect this will be forwarded to the correct contact. My level of frustration with this order is increasing. I have summarized all our issues below and would appreciate a call from management to discuss. 1. Installation Delays Nov 23 – Scheduled install, installed most blinds/shutters with the exception of: - 1 shutter – missing - 2 blinds - missing - 1 Large blind available but not installed as it’s too large for 1 person. (One would think when loading the van with large blinds you would realize help would be needed for installation) Nov 24 – Promised to come install large blinds at noon on our moving day, but did NOT show up Dec 1 – Scheduled to come install, but a no show again – apparently there were car issues Dec 4 – Scheduled to install at 6:30, I called at 1pm to reconfirm and was advised he can’t find a helper to install, cancelled appt Dec 6 – Arrived to install with helper. They appeared to be in a rush and weren’t happy that I was also going to be doing a quality check of each shutter. They rushed the quality check. -Chains brought for the blinds over the kitchen counter are too long and are now extra chain is sitting on the counter. According to the installers there are only two sizes that the chain comes in. If I was told on the first day that the longer chain would be really long and world sit on my counter I would not have asked for the longer chain. I am also surprised that the chains don’t come in any other lengths since you can have blinds that can be all sorts of lengths. How about adding something like the attached for custom size? Product Quality Throughout the house there are several shutters that have scratches/marks, shutter sides coming off, handles coming off An explanation from front desk that these scratches may have occurred during transport is unacceptable. I would think these should have protective wrapping so these don’t get damaged. Installer’s assistant insisting that handles are coming off because we are not adjusting from the centre is also not reasonable. Although, the handles should be moved from the middle, I would expect these handles can handle some movement at the top or bottom and any slight movement from the top/bottom shouldn’t dislodge the shutters from the handle. Some handles feel tighter than others. Although I understand that the handles will loosen over time, I’m concerned that the loose ones will further loosen up causing them to break/fall apart faster. Copy of this email will be faxed to the number below. F: 905-264-0095 I would like to receive a call from management ASAP to discuss these issues. I called to follow up on my email and then sent another email recapping my conversation... Wow what a conversation! I can't believe the response I just recieved from Diane. Scott visited our property late December and agreed that the shutters did not meet quality expectations. We agreed that it would be best to pick up all ALL shutters after the holiday season. They would go through complete quality check, fix ALL issues and reinstall within a week. I contacted Diane 2nd week of January, and she set a date of January 28th for the shutters to be picked up and returned by Feb 1st. Nobody called or visited as promised. I called today to follow up and i'm told that they tried to contact me -- COMPLETE ___! Just becauseIi decided to call after 7 days of original scheduled it, it's my fault according to Diane. I'm completely amazed at how this has all been dealt with and so disappointed in the complete experience. But, this last conversation having someone completely ___ is unbelievable. Everyone makes mistakes, products have issues but it's all in the way you deal with it. Maybe Scott should teach everyone how to deal with issues... I just don't know what to do next! Mishail