We hope that there may be other consumers out there who might have had a more positive experience, however, this is a factual review about what we have been through. Realizing that this is a review site, not a site for complaints, we are stating only the actual facts in the hopes that nobody else will have to endure a similar expensive and unpleasant consumer/company experience.
After having sheers covering our living room 5-pane bow window for more than 35 years, we wanted a classy, formal-look that was updated. Although we had a preference for roller shades with enclosed cassettes after seeing some examples on the Internet, we had some concerns about being able to place the cassettes on the shallow window frames of our particular window.
We chose Milton Blinds after a Google search returned their web site, which advertised the owner as being an expert on bow and bay windows. Prior to having the owner of Milton Blinds to our home for a consultation, we called her and then emailed three pictures of our bow window, showing different views. Upon receiving the pictures, the owner, Vikki, set up an appointment with us, bringing a sample of a roller shade cassette and various fabrics.
During the home consult the owner assured us that roller shades with cassettes could definitely be installed on our window. My husband held two large sheets of paper to the window frames, asking the owner (several times) if the roller shades would hang the way he was demonstrating to her, with minimal gaps between the blinds and hanging close to the window frame. The owner confirmed each time, that the way he was demonstrating was the way the roller shades could be installed/hung. Based on her “expertise” and her assurances that this custom install would look exactly the way my husband had asked, in good faith we gave our $650 deposit.
The owner had confirmed to us that it was her policy to be there during the install to make sure things went smoothly, however she did not show up. During installation, it was discovered that one of the 5 shades was so incorrectly measured (or produced incorrectly), that it could not be installed. The remaining 4 shades had large and inconsistent gaps between them, ranging from ½ inch at the top, increasing to a ghastly 5 inches as the shades were unrolled all the way. Pictures of the unacceptable appearance of the installed 4 blinds can be seen below.
Four weeks on, and over 2 dozen emails from us to the owner in a futile attempt to resolve this problem, the owner is now stating that we have unrealistic expectations and that as long as the shades are not damaged and as long as her installer can get them up, albeit with inconsistent and unacceptable gaps, we should be satisfied. At one point in time, the owner did promise us verbally and again in an email, that if they could not find a way to install the blinds so that they looked the way she had contractually promised, and as had been demonstrated by my husband, she would refund our deposit. That offer has now been retracted and the blinds remain uninstalled.
We feel that if roller shades were not going to be a suitable option for our specific window, it was the owner’s responsibility to state at the initial consult, that she would not recommend roller shades for our window. Unfortunately, that was not stated until after the install was deemed to be impossible. The independent installer admitted in front of the owner and ourselves, that the shades could not be hung in a way that would look good.
The owner and her production manager were to come to our house and assess the problem. We were left waiting for 3 hours each on those two separate occasions because neither showed up. Not at any time, have we received a phone call from the owner to discuss our dilemma. A message that we left on her voice mail was never returned.
This sort of sub-standard customer service/policy is disappointing to say the very least.
Readers who are considering this one-person company should do their research first. Get everything in writing before having the order placed. Ask questions about the products and the production company. Make sure that you have all required documentation such as terms and conditions, product information, warranty information. We were given nothing more than a copy of our deposit receipt. ..and we have 5 useless roller shades sitting on our table.
- Approximate cost of services:
- $1,350.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
First, to the readers thank you for your interest in MILTON BLINDS.
When we initially followed up with this customer’s installation, our sales representative and production manager were refused access to the home to inspect the project. The day after the installation, we were notified that the customer would be initiating legal action against us!! It is our policy to thoroughly review product selections with the customer during a complimentary in home consultations and spend hours discussing product options, ie. fabrics, valances, cord operations, etc. We pride ourselves on educating the customer to ensure they know exactly what they are purchasing and are happy with their choice of product. Prior to her purchase, this customer was advised of the gaping that would result with roller shades and it was recommended that she consider more suitable window treatments for this style of window. She was shown an exact sample of the fabric and valance to which her and her husband both approved by signing the contract.
I feel this is a case of the customer changing her mind on what she ordered and is looking for a way to receive a full refund on her purchase of custom window coverings. If every attempt is made and we are unable to rectify a customer’s concerns or issues which our products we will be more than happy to refund them their full purchase price. To this point, this customer has refused us entry to her home to address her concerns and will only be satisfied with a full refund.
Yes, we are a small operation and this is what has allowed us to thrive in the window covering industry over the past 10 years.
There was a slight error with 1 of the blinds being too wide however this could have easily been remade if given the opportunity which we have not. Warranty details were discussed at the time of purchase and are also provided following the installation however we were unable to complete this project.
Without the opportunity to come back to the customer’s home to see the installation and discuss her concerns our hands are tied to resolve this matter.