It is no longer Caveat Emptor (Buyer Beware) but instead Vendor Beware as in this age of the internet with blogs, websites, rants, and youtube it is all too easy to become truly vocal about a poor customer experience. I am careful in most newsletters making it clear that it is my take and experience and will always be so. However, I realize having had a couple of truly unfortunate experiences lately that perhaps it is time to be more specific in sharing details and results. I make a point with my clients of ensuring satisfaction even if it is something we had little or no control over, (think Nordstrom!) Few seem to be as cognizant.
How long should drapery panels last? This was a question I recently was posed. I had a sheer in my dining room, and in only 18 months, the panel shredded itself vertically. This was truly the strangest textile reaction I’ve ever seen. My first thought was that it was silk (sunlight would destroy that), but I double checked and as expected and specified it is polyester. A similar fabric in the living room (same exposure) is in perfect condition. I contacted the vendor, Pindler & Pindler, mailed in my drapery panel and was informed it was out of warranty. Warranty was a year! Not even my clients change their drapery that often. It seemed reasonable to me to expect a panel with no movement (stationary for those in the trade) and constructed of polyester, no animal or human interference to last 5+ years.
I asked for at least a 50% reduction in replacement cost as I couldn’t locate a suitable alternative to coordinate with the side panels. They came back, after my sending the goods fedex at my expense, over a week later and offered me 10% because I was a good client. Gee, what would I have gotten if not a good client? Nothing? I have always enjoyed working with Pindler & Pindler, particularly the Atlanta showroom, but I am extremely disappointed and think that this is an inappropriate and unacceptable offer. My window is bare and it is a front room. No, sheets are not an option! Right now the mummy shadow taped up is working, but really not sure it’s festive enough for the upcoming holiday season. Ideas??
