Poor experiences with Levolor
Here's my letter to Levolor. What a mess. It seems they jerk their customers around and don't care. I haven't received a response to my request nor have I yet received a replacement slat. I hope those of you who read this for updates on my life enjoy the read as an humerous aside. I hope that the rest of you have found this in search for information about Levolor and it will help influence your decision to go with another supplier.
By the way, I did submit a compliant to BBB, for which Levelor is a certified member, but it appears the BBB does not deal with consumer-getting-jerked-around-by-member-company complaints, so they've let me know.
-----Original Message-----
From: Jason R. Coombs
Sent: Monday, 12 March, 2007 14:55
To: 'anissa.reid@levolor.com.certified.readnotify.com'
Subject: RE: Levolor.com: Slat mis-cut
Dear Anissa,
I have to say I am extremely unhappy with the service I have
received from Levolor.
It's taken every ounce of self-control I have not to write a letter
with gross explicatives.
When I first received my blinds, there was a manufacturing defect.
A single slat had the notches mis-cut, so the slat rested 1/2" out of
alignment with the others, causing the other blind to run into it when drawn
up or down.
I first contacted Levolor via e-mail. The first representative
indicated that I needed to provide the correct measurements from another
slat so they could properly replace the slat. These blinds are very large,
so it was a difficult job to measure the slat, but I did do so. I
double-measured to be sure to provide precise and accurate measurements. I
sent the results via e-mail to ensure accuracy.
I then received a response in which the representative required me
to get the all of the numbers from the inside of the head rail. I
reluctantly performed that task this morning, which involved the following
steps:
- going downstairs to retrieve my ladder
- removing my TV screen mounted in front of the blinds
- releasing the first valence clip
- moving the ladder
- releasing the second valence clip
- moving the ladder
- releasing the third valence clip
- moving the ladder
- releasing the fourth valence clip
- releasing one blind retention clip
- moving the ladder
- releasing the second blind retention clip
- moving the ladder
- removing the blinds from the headrail and reading the numbers to
my girlfriend; this is very difficult as the blinds weigh around 50 lbs
- replacing the blinds
- moving the ladder
- engaging the first blind retention clip
- moving the ladder
- engaging the second blind retention clip
- replacing the first valence clip
- moving the ladder
- replacing the second and third valence clips
- moving the ladder
- replacing the fourth valence clip
- replacing the TV screen
- returning the ladder to the storage unit
I then call the phone number that the previous rep had given me and
I explain the situation. All she requires is the bill of lading number,
which is on three different pieces of paper I had sitting around the house.
I mentioned nothing of my previous contacts with representatives, and she
was able to complete the process without any mention of touching the blinds.
In other words, I probably didn't have to get up from my desk. The
entire process could have been completed easily if
- the _first_ or _second_ representatives I had worked with had used
the order number I supplied to determine the bill of lading
- the _first_ or _second_ representatives I had worked with has
simply asked me for the information they needed
- or your web site had a form that provided detailed instructions on
how to get these sorts of problems resolved
- or my problem was handled by the same person each time, rather
than a different person with a different approach each time
- or your QA team had caught the error in the first place
Needless to say, I've spent too much time on this already.
If you would like to keep me as a happy customer, I request that you
apologize for the actions of your staff and provide me evidence that this
problem will be resolved for you customers in the future.
If this is not possible, you can compensate me for my time and
trouble. A check for $100 would satisfy me and assure me that this is not
business-as-usual. Considering that I've already spent $2000 toward Levolor
blinds, this is not an unreasonable request.
If you need to take this request to your supervisor, please do so.
If you need to contact me to resolve this matter, also please do so. My
phone number is 505.459.6655.
If you don't care to settle this matter with me directly, I will be
happy to take my complaint to the better business bureau and to post my
detailed experiences publically. I can't be sure that doing so will resolve
the problem for future customers, but I will at least feel as if I'm not the
only one taking the hit.
Sincerely,
Jason R. Coombs
-----Original Message-----
From: LV Info [mailto:Info@levolor.com]
Sent: Monday, 26 February, 2007 16:12
To: Jason R. Coombs
Subject: RE: Levolor.com: Slat mis-cut
Dear jaraco@jaraco.com,
Thank you for choosing Levolor / Kirsch. Our goal is to provide our
customers with the highest quality and service. I apologize for the
inconvenience you have experienced. My name is David and I will be
assisting you in resolving this situation.
Additional information is needed in order to properly assist you with
your repair. You will need to take your blind down out of the window
and have all the numbers that are on the sticker in the head rail ready
for us when you call. This will help us with our repair process.
You will be able to speak to any of our representatives and they will be
able to help you.
Please contact our Consumer Service Department at 1-800-538-6567.
If I can be of further assistance, please contact us at
Info@Levolor.com.
Sincerely,
David R.
Levolor / Kirsch Customer Service
-----Original Message-----
From: Jason R. Coombs [mailto:jaraco@jaraco.com]
Sent: Sunday, February 25, 2007 1:24 PM
To: LV Info
Subject: RE: Levolor.com: Slat mis-cut
Dear Crystal or other customer service representative:
Thanks for your response. I had a very busy week and so am just now
getting
around to measuring the slat.
Measuring from the left, the notch positions are:
6", 25.25", and 45.25". The total slat width is 50.75".
Please let me know if I can provide more information, and thanks for
your
help.
Sincerely,
Jason R. Coombs
-----Original Message-----
From: LV Info [mailto:Info@levolor.com]
Sent: Monday, 19 February, 2007 14:20
To: Jason R. Coombs
Subject: RE: Levolor.com: Slat mis-cut
Dear jaraco@jaraco.com,
Thank you for choosing Levolor / Kirsch. Our goal is to provide our
customers with the highest quality and service. My name is Crystal and I
will be glad to assist you.
Additional information is needed in order to assist you properly. Please
respond via email with the notch measurements on the slat. The way these
need to be measured is starting from the far left of the slat to the
center of the 1st notch, then from far left to the center of the 2nd
notch and so on to the last notch. Once we get that information we can
send you out a new slat and that should fix your problem.
If I can be of further assistance, please contact us at
Info@Levolor.com.
Sincerely,
Crystal Edwards
Levolor / Kirsch Customer Service
-----Original Message-----
From: Jason R. Coombs [mailto:jaraco@jaraco.com]
Sent: Saturday, February 17, 2007 3:27 PM
To: LV Info
Subject: Levolor.com: Slat mis-cut
Hi. I'm writing regarding order 02203362. I have a single slat that
wasn't cut correctly in my blind. It's the second to the bottom on
the left blind.
It appears the right and left notches were cut about 1.5cm off. The
center notch is probably okay. This causes the blind to rest off
center and the right blind to run into it.
Can you please send a replacement slat for this set?
I can make photos available. I can also provide additional
information if necessary. Please don't hesitate to contact me if you
need additional information.
Sincerely,
Jason R. Coombs
Subject: Slat mis-cut
Reason: Product Support, Parts, Repairs, Warranty
Product: Wood Blind (Real & Faux)
Purchase Date: February 2007
First Name: Jason R.
Last Name: XXXXXX
Address: XXXXXXXXXXXXXXXXXXXXXXXXXXXX
Address2:
City: XXXXXXXXXX
State: DC
Postal Code: XXXXXXXXXX
Country: United States
Email: XXXXXXXXXXXXXXXXXXXX
Phone: XXXXXXXXXX
By the way, I did submit a compliant to BBB, for which Levelor is a certified member, but it appears the BBB does not deal with consumer-getting-jerked-around-by-member-company complaints, so they've let me know.
-----Original Message-----
From: Jason R. Coombs
Sent: Monday, 12 March, 2007 14:55
To: 'anissa.reid@levolor.com.certified.readnotify.com'
Subject: RE: Levolor.com: Slat mis-cut
Dear Anissa,
I have to say I am extremely unhappy with the service I have
received from Levolor.
It's taken every ounce of self-control I have not to write a letter
with gross explicatives.
When I first received my blinds, there was a manufacturing defect.
A single slat had the notches mis-cut, so the slat rested 1/2" out of
alignment with the others, causing the other blind to run into it when drawn
up or down.
I first contacted Levolor via e-mail. The first representative
indicated that I needed to provide the correct measurements from another
slat so they could properly replace the slat. These blinds are very large,
so it was a difficult job to measure the slat, but I did do so. I
double-measured to be sure to provide precise and accurate measurements. I
sent the results via e-mail to ensure accuracy.
I then received a response in which the representative required me
to get the all of the numbers from the inside of the head rail. I
reluctantly performed that task this morning, which involved the following
steps:
- going downstairs to retrieve my ladder
- removing my TV screen mounted in front of the blinds
- releasing the first valence clip
- moving the ladder
- releasing the second valence clip
- moving the ladder
- releasing the third valence clip
- moving the ladder
- releasing the fourth valence clip
- releasing one blind retention clip
- moving the ladder
- releasing the second blind retention clip
- moving the ladder
- removing the blinds from the headrail and reading the numbers to
my girlfriend; this is very difficult as the blinds weigh around 50 lbs
- replacing the blinds
- moving the ladder
- engaging the first blind retention clip
- moving the ladder
- engaging the second blind retention clip
- replacing the first valence clip
- moving the ladder
- replacing the second and third valence clips
- moving the ladder
- replacing the fourth valence clip
- replacing the TV screen
- returning the ladder to the storage unit
I then call the phone number that the previous rep had given me and
I explain the situation. All she requires is the bill of lading number,
which is on three different pieces of paper I had sitting around the house.
I mentioned nothing of my previous contacts with representatives, and she
was able to complete the process without any mention of touching the blinds.
In other words, I probably didn't have to get up from my desk. The
entire process could have been completed easily if
- the _first_ or _second_ representatives I had worked with had used
the order number I supplied to determine the bill of lading
- the _first_ or _second_ representatives I had worked with has
simply asked me for the information they needed
- or your web site had a form that provided detailed instructions on
how to get these sorts of problems resolved
- or my problem was handled by the same person each time, rather
than a different person with a different approach each time
- or your QA team had caught the error in the first place
Needless to say, I've spent too much time on this already.
If you would like to keep me as a happy customer, I request that you
apologize for the actions of your staff and provide me evidence that this
problem will be resolved for you customers in the future.
If this is not possible, you can compensate me for my time and
trouble. A check for $100 would satisfy me and assure me that this is not
business-as-usual. Considering that I've already spent $2000 toward Levolor
blinds, this is not an unreasonable request.
If you need to take this request to your supervisor, please do so.
If you need to contact me to resolve this matter, also please do so. My
phone number is 505.459.6655.
If you don't care to settle this matter with me directly, I will be
happy to take my complaint to the better business bureau and to post my
detailed experiences publically. I can't be sure that doing so will resolve
the problem for future customers, but I will at least feel as if I'm not the
only one taking the hit.
Sincerely,
Jason R. Coombs
-----Original Message-----
From: LV Info [mailto:Info@levolor.com]
Sent: Monday, 26 February, 2007 16:12
To: Jason R. Coombs
Subject: RE: Levolor.com: Slat mis-cut
Dear jaraco@jaraco.com,
Thank you for choosing Levolor / Kirsch. Our goal is to provide our
customers with the highest quality and service. I apologize for the
inconvenience you have experienced. My name is David and I will be
assisting you in resolving this situation.
Additional information is needed in order to properly assist you with
your repair. You will need to take your blind down out of the window
and have all the numbers that are on the sticker in the head rail ready
for us when you call. This will help us with our repair process.
You will be able to speak to any of our representatives and they will be
able to help you.
Please contact our Consumer Service Department at 1-800-538-6567.
If I can be of further assistance, please contact us at
Info@Levolor.com.
Sincerely,
David R.
Levolor / Kirsch Customer Service
-----Original Message-----
From: Jason R. Coombs [mailto:jaraco@jaraco.com]
Sent: Sunday, February 25, 2007 1:24 PM
To: LV Info
Subject: RE: Levolor.com: Slat mis-cut
Dear Crystal or other customer service representative:
Thanks for your response. I had a very busy week and so am just now
getting
around to measuring the slat.
Measuring from the left, the notch positions are:
6", 25.25", and 45.25". The total slat width is 50.75".
Please let me know if I can provide more information, and thanks for
your
help.
Sincerely,
Jason R. Coombs
-----Original Message-----
From: LV Info [mailto:Info@levolor.com]
Sent: Monday, 19 February, 2007 14:20
To: Jason R. Coombs
Subject: RE: Levolor.com: Slat mis-cut
Dear jaraco@jaraco.com,
Thank you for choosing Levolor / Kirsch. Our goal is to provide our
customers with the highest quality and service. My name is Crystal and I
will be glad to assist you.
Additional information is needed in order to assist you properly. Please
respond via email with the notch measurements on the slat. The way these
need to be measured is starting from the far left of the slat to the
center of the 1st notch, then from far left to the center of the 2nd
notch and so on to the last notch. Once we get that information we can
send you out a new slat and that should fix your problem.
If I can be of further assistance, please contact us at
Info@Levolor.com.
Sincerely,
Crystal Edwards
Levolor / Kirsch Customer Service
-----Original Message-----
From: Jason R. Coombs [mailto:jaraco@jaraco.com]
Sent: Saturday, February 17, 2007 3:27 PM
To: LV Info
Subject: Levolor.com: Slat mis-cut
Hi. I'm writing regarding order 02203362. I have a single slat that
wasn't cut correctly in my blind. It's the second to the bottom on
the left blind.
It appears the right and left notches were cut about 1.5cm off. The
center notch is probably okay. This causes the blind to rest off
center and the right blind to run into it.
Can you please send a replacement slat for this set?
I can make photos available. I can also provide additional
information if necessary. Please don't hesitate to contact me if you
need additional information.
Sincerely,
Jason R. Coombs
Subject: Slat mis-cut
Reason: Product Support, Parts, Repairs, Warranty
Product: Wood Blind (Real & Faux)
Purchase Date: February 2007
First Name: Jason R.
Last Name: XXXXXX
Address: XXXXXXXXXXXXXXXXXXXXXXXXXXXX
Address2:
City: XXXXXXXXXX
State: DC
Postal Code: XXXXXXXXXX
Country: United States
Email: XXXXXXXXXXXXXXXXXXXX
Phone: XXXXXXXXXX
Written on March 20, 2007