- Approximate cost of services:
- $6,000.00
- Company Response
This client contacted us immediately after the completion of their install of shutters stating that they were very satisfied with their purchase of shutters and service they received. At that point, the client stated that the shutters were labelled Hunter Douglas at which point we realized the entry of their order was made under our Hunter Douglas account instead of the Eclipse account. Immediately they were informed that the product is identical, made in the same facility but branded differently. The client accepted our explanation and was still very thankful for the completion of their shutters. Once again we would like to apologize for the error made by our staff in the processing of this order. When the order was placed our business was converting to a Hunter Douglas Gallery store which is why this situation occurred. There was no gain for us or loss for the consumer. On the contrary, this was a favorable error for client aside from creating unnecessary doubt, lack of credibility and confusion regarding warranties. The client was informed of all the details via telephone and email on several occasions. They were made aware that they received a superior warranty. On several occasions we informed the client that they have nothing to be concerned about since the shutters were identical, made in the same facility and branded with two names. The Hunter Douglas Summerwind branding offers more not less. Hunter Douglas owns Eclipse Shutters and the Hunter Douglas warranty offers full replacement value instead of the prorated amount offered by Eclipse. Although the client received the same discounted pricing offered on the eclipse brand at the time of purchase, we further offered the client the rebate coupon offered for additional savings. At first we believed the manufacturer would be able to process the coupon and once we were aware that it was not possible, we mailed a refund check to the client for the same amount. We sent warranty details confirming that their research was not accurate. It was never our intent to make accusations rather provide accurate warranty information. On every shutter there is a label and reference details of who the dealer is. Unfortunately, not sure who responded to their inquiry at Hunter Douglas but just as we assured them, we will once again assure all our clients and future business that all shutters are labelled indicating brand and who the authorized dealer that purchased them.In this case, the client paid for a civic and received an accord instead. Its very disappointing that this situation occurred, but we can assure our clients that it was an innocent error made and no losses to the client. We were very diligent in handling it properly just as we were at the initial stage of the client making their decision to purchase from us. Once again please accept our apologies for the situation. Hope you will one day accept truth regarding this matter and will develop peace regarding the quality shutters you received which are the very best in the marketplace.
