We had lived without blinds in our brand new home for a couple years and with a newborn baby and summer approaching, we were in great need of window coverings. We took advantage of the free consultations and shop at home services that most companies have to offer. After meeting with Gabriel for two in-home consultations, we finally decided to sign with Excel Shades to install shutters throughout our entire home. He was very personable and responded to emails quickly and efficiently, at first. When the installer came to our home, we noticed that the shutters were labelled Hunter Douglas Summerwind and not Eclipse, as we requested and was written on our signed contract. When questioning the installer, Edwin, he advised he had no clue and never heard of Eclipse shutters. Having told us that he'd been in this field for numerous years, it was odd that he'd never heard of Eclipse shutters. We then telephoned Gabriel that day and he had explained that the shutters were manufactured in the same plant and were basically the same product. We expressed satisfaction with the looks of the shutters, however, we then sent him numerous emails requesting that he please explain in writing the differences in the shutters, especially since our contract stated expressly that Eclipse Shutters would be installed. We were still confused as to why he didn't once explain to us in our two in-home consultations or telephone us between the time of the consultations and installation that he would be installing Hunter Douglas Shutters, as opposed to Eclipse shutters as ordered.
If they were indeed the same exact same products, why would one product guarantee against fading and the other not? Because we were unable to receive a response from Gabriel, we contacted Eclipse Shutters Canada to inquire about our shutters and also whether or not we would qualify for the $100 rebate they were offering. Eclipse Canada confirmed that our shutters were not purchased from them, we would not receive a rebate, and they have removed Excel Shades as one of their authorized dealers.
Lastly, after finally getting a response and an acknowledgement of their "innocent human error" from the company (Excel Shades) Gabriel wrote "...this will be the last correspondence with you regarding the matter of inaccurate warrantly and product knowledge..." "We trust this is not a matter of trust, confidence or disappointment but rather a matter of regret for the financial expense that you incurred." Prior to admitting his "human error" on our contract, Gabriel forwarded us an Eclipse rebate form to us, knowing full well that our shutters were not Eclipse. Thus, he had made two human errors with our purchase?? So not only did Gabriel not address our concerns, he belittled our financial stability, despite the fact that we had already paid in full. We had spent almost $6,000.00 to furnish our entire house with shutters, we expected a proper explanation in the least, instead of numerous accusations towards us, the customers. Should we have any problems with the shutters, we will not be going back to Excel Shades for any assistance. On contacting Hunter Douglas to inquire if we could have another dealer help us with any problems with the shutters, they advised us they could not locate any evidence that Excel Shades made a purchase on our behalf, and thus cannot confirm that our shutters are covered by their warranty.
In short, we will not be recommending family, friends, or even strangers to a company that is great at getting your business and doesn't deliver the product (name brand) that you asked for. As a consumer, we will be more diligent after this experience. Our next big purchase will be a new car. Now we wouldn't want to go to the car dealership and pay for a Honda Accord, but then drive away with a Civic!
- 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.