I am trying really hard to like this outfit... but it's pretty much a train wreck. The shutters are awesome. Getting them and getting them installed is the issue.
Original order placed in September 2020 for six windows in living room, kitchen and family room... they arrived in late November and were installed. Loved them. The install team did a great job. Loved them so much, we ordered shutters for the rest of the house (six more windows in bedrooms and for French door in the master bedroom). Order placed Jan 4. Heard about the global pandemic, and shipping delays. Estimate for delivery was for early March. Shutters arrived and were installed on March 26. All except one shutter for one side of the double French doors. That shutter was 3" too narrow - mis-measured by the sales person. The installers were good, and this was not their issue. They measured for the correct size and said the sales person (Jennifer) would contact me.
Jennifer did not call. I waited ONE WEEK for her call before I finally gave in and called her. Apologies and excuses. But we can REORDER the correct size... of course more delays... but magically, the new shutter will be here in 5-6 weeks (instead of 8-12-16 weeks). Seemed strange to me that they had a policy in place for issues like this... does it happen that often?
Jennifer placed the order - shutter due in on April 21. She scheduled install for April 22.
April 22 came and went. No shutter. I called the office and they had NO CLUE what I was talking about. Yep, Jennifer dropped the ball again.
Two issues: (1) Jennifer failed to communicate to the installation department the scheduled appointment. (2) The shutter comes two parts - the frame and the louvers. One part had cleared customs, the other had not. Same package, but, well... what are you going to do?
Talked to the Customer Service manager (think her name was "Bonnie") on April 26. She apologized and promised to call back with an update before the end of the day. She did (so far, she's the hero of this saga). The entire shutter had cleared customs and the soonest they could install was May 3 - another week of waiting.
May 3 the installers showed up with the replacement shutter. The shutter was the correct size, but didn't latch properly inside the frame (the latch was mis-aligned). They fixed that. But light was showing around the inside of shutter between the louver and the frame. The magnets that help secure the louver closed were mounted on the wrong (hinge) side of the frame. Moved the magnets to the other side of the frame and no more light leaking through... but now there ARE two small holes in the inside of the frame on a brand new shutter.
Beyond frustrated. I did get a discount from Dave, the company owner, and I consider it to be a fair deal, but both my wife and I are frustrated.
UPDATE: Dave, the owner called me this evening to talk about my experience. I came away from that conversation with good level of satisfaction. Dave is a stand-up guy, and he offered to replace the pieces of the shutter frame that have the extra holes in them. His comment was that he wanted "to make this right". I appreciate that, and his attitude.
He understood my frustration with the communication issues, and admitted that sometimes stuff happens. Personally, I appreciate that he acknowledged that and took the effort to reach out to me to "make it right". read more