Complaint Review: Window Design Group - Thousand Oaks California

Paid a contract in full on 03/05/2018 for custom shutters for my whole house, I was given an estimated completion date of 6.5 to 7 weeks from 03/05/2018. As of 10/15/2018, over 7 months and several failed attemtps to deliver my product I still don't have it. In addition to the shutters, I also ordered custom shades (rollers), the shades were delivered on 02/13/2018, one of the shades was the incorrect size. On 02/13/2018 I was promised by the sales person, Jenna Locke, that it will be replaced ASAP (I have all texts and emails comunication with Jenna about it) as of 10/15/2018, 8 months after I still dont have the correct roller. Please read below timeline for a better undertanding of how many opportunities I have given this company to correct the problem and deliver the correct product I paid for. 

WDG Roller exchange timeline

This is only a partial list, I have extensive detailed emails and texts communications regarding the exchange and refund of the roller with several people in the company.

1. 10/20/2017 contract signed and paid (see 2nd page #5 “estimated completion date 5-7 weeks from 10/23/2017.
2. 02/13/2018 Installation of the rollers and one shutter, almost 4 months after signing the contract. Several emails and texts were sent to the company about this delay. On this day one of the rollers that was installed was the incorrect size, please see emails and texts exchanged about this. I was promised the roller will be exchanged ASAP.
3. 04/06/2018 2nd attempt to get the correct size roller, almost 6 months after original order date, installer wasted my time bringing the incorrect roller.
4. 04/06/2018 contacted by Tanya Bramson, promised to get me the correct roller and a full refund because of the inconvenience.
5. 05/28/2018 3rd attempt to get the correct roller, installer wasted my time bringing the incorrect size for the third time.
6. 06/09/2018 4th attempt to get the correct roller, installer wasted my time bringing the incorrect size for the fourth time.
7. 08/31/2018 5th attempt to get the correct roller, installer wasted my time bringing the incorrect size for the fifth time.
8. 09/06/2018 Tanya Bramson sent an email stating that the roller has been re-ordered, two weeks’ time frame was given.
9. 10/04/2018, Please see email sent by Tanya Bramson, “the shade was made to clear the gap and will be installed on Tuesday, 10/09/2018”
10. 10/09/2018 6th attempt to get the correct roller, the installers did not bring any roller to my house. After almost 10 months from the original order date I still have the incorrect roller in my house, the exchange was never completed, and the refund promised on 04/06/2018 was never honored.

WDG shutters order timeline

This is only a partial list, I have extensive detailed emails and texts communications regarding the shutters with several people in the company.

1. 03/05/2018 contract signed and paid (see 2nd page #5 “estimated completion date 6.5-7 weeks from 03/05/2018).
2. 05/26/2018 1st attempt at the installation of the shutters, 2 months after signing the contract. Several emails and texts were sent to the company about this delay. Installers arrived at my house with the wrong frames (Jenna, the sales person entered the incorrect specifications in the contract, I was not aware because I am not a window professional). A re-ordered was processed.
3. 08/11/2018 2nd attempt to get the correct shutters, 5 months after original order date, this appointment was never completed because on 08/09/2011 I was contacted by the company to re-schedule it for 08/20/2018 because they had made a scheduling mistake (5 months waiting).
4. 08/15/2018 I was contacted by Tanya Bramson to inform me an installer took part of my order and it needed to be re-ordered, 4 weeks’ time-frame was given.
5. 09/12/2018 I initiated contact with the company about my shutters, Tanya estimated an additional 2.5 weeks.
6. 10/09/2018 3th attempt to get the correct shutters, installers wasted my time bringing the incorrect shutters again (7 months after original order and payment).
7. 10/09/2018 after waiting 7 months for my shutters Tanya Bramson stated that they had taken the wrong measurements, I told her I no longer wanted to deal with her company and demanded my money back immediately, she said she will speak to Cindy at her company to let me know when will I get my refund, she never called me back.
8. 10/09/2018, Demand for immediate refund was sent via email giving them until Friday, October 12, 2018 to issue a full refund.

After my demand for refund, there has been no attemp by the company to inform me when would I get my full refund.