The wife and I interviewed 3 interior window blind providers in the Silicon Valley area where we live. The salesperson for Allbrand Windows was far superior to the other two. All the right things were said. The process was superior to the other two companies and included a "final inspection" after installation by another Allbrand Windows person to guarantee proper installation and customer satisfaction. While their price was a bit higher than the other two, we selected Allbrand Windows and Hunter Douglas interior blinds.
The order was placed on 04/20/07 with Allbrand Windows with a probable 4 week installation date, worst case 5 week date. During the 4 weeks, no status reports were received from Allbrand. Nor the 5th week. We began calling the salesperson on the 6th week. At some point, he returned our call and indicated that it was not his job to follow the order progress, had turned it (the order) over to his boss (no name, title or phone number) and that was that.
About then, we received a call from the installation scheduler to set a date. We were delighted! A date was set a few days out, and cancelled at the last minute due to no blinds from the factory. Several weeks went by with no contact from installation. We began calling them. No return calls. We called the salesman. No return calls. We called Hunter Douglas to try to back track the order. While Hunter Douglas Customer Satisfaction person was empathetic, she could not find our order to help us in that way, but gave us her 800 number for future follow-up. Very nice.
At this point, we were approaching a deadline for out of town travel for several weeks. We went to the showroom and luckily, the salesperson was there. He promised to have an answer for us in one hour. We gave him our schedule, e-mail, cell phone and other contact information and indicated that, since this was an extended trip, the house would not be available for installation. No call or response. We indicated that, to save everybody pain and suffering, we would cancel the order and start over upon our return. We asked to be informed of the order status. We set the cancellation date to be the day of departure (a Friday). He was unresponsive.
Thursday, preceeding the cancellation Friday, we recieved a phone call from installation that the blinds would arrive Friday and be installed Saturday. We agreed, rescheduled our departure transportation, hotel reservations and visitations. Friday late afternoon, installation called and said the blinds had not arrived. I indicated that, if the Hunter Douglas manufacturing facility was within reasonable distance of the Bay Area and the blinds were available, I would go pick them up myself so the Saturday installation could be completed. She said her boss wasn't around, but she would contact him by phone. I asked her to have him contact me to work things out. He never called, ever. She did reach him and his instructions were to reschedule when the product came in. No one in the company seems to be able to track an order.information is non exsistant or incorrect. So, we sent via Fax, cancellation instructions on Friday evening to their Sunnyvale office, attention the Salesperson that took our order. We followed that with a copy in the mail to the Sunnyvale office, attention the same Salesperson with a request for return of deposit. That Saturday, we went out and purchased outside roll-up blinds and installed them to protect our new flooring, furniture and new kitchen and flooring from UV damage and for security reasons. Throughout all of this, my wife was going absolutely nuts from the stress of lack of information, non-returned calls, bad information, cancellation of install dates and concern for our new interior from a major remodel. So - off to vacation on Sunday.
Several weeks later, upon return from vacation, among other phone calls, were three from the installation department wanting to know if we had cancelled or not and if not, a date to install; two from first name, no last name. The first call was to confirm that they had received the blinds and the second saying, yes they could cancel the order & and take us to court for their costs. He did leave a phone number with a wrong extension. We had returned on a Tuesday, very late. Wednesday was multiple doctor appointment day. Thursday AM I called both intsallation and first name. No one available - I left messages and phone number. Same thing in the afternoon. Same thing Friday AM and afternoon. No returned calls. Monday, I was able to reach first name. We discussed the situation and came to the conclusion that 1). The blinds did come in on the very next Monday. 2). That we really did want the blinds, but could no longer put up with the lack of customer service/no information/cancelled installation dates and no returned phone calls. He indicated he would have the installation department call me within 1 minute. After asking, He gave me his last name and that he had a VP status with the company.
Within several minutes, installation called, a mutually agreeable time and date were set and all was seemingly good. The day came, the time went. No calls from installation on what was going on. The time window was three hours (9 - 12). After 12 noon, I began calling installation. No one had an answer, knew what was going on, etc. After three different installation reps and a receptionist, all asking the same questions multiple times, they located the installation person for our area. "He will be there before 1 PM". One PM came and went - no phone call. The installation person arrived at 1:50 PM. Luckily, we did not have appointments or pressing engagements. The installation seemed to go well and the blinds were demonstrated by the installer, so we assume we can work them also. He then wanted payment.
So what happened to the third party inspection, customer satisfaction and then payment I asked. He knew nothing about that. He was just the installer (and bill collector). So much for the salesman's pitch that seemed so much better than the competition. Yes, we paid by credit card so if this saga continues, we have just a bit of insulation in case we need to contest the charges for any reasonable reason.
My recommendation is to have a lawyer or paralegal write a penalty clause into the contract if you feel you MUST use this company.
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