StripCurtains

Complaint: [redacted] I am rejecting this response because: We have proof of our original order showing the original ship to address is the USVI (see attached) And we have the original tracking number from UPS [redacted] that proves this cargo did ship the first part of the order directly to the USVI Upon receipt of this first shipment we found missing items We contacted Strip-Curtains again, I spoke with Amar, and they demanded to change the ship to address; my boss being the easy going fellow he is agreed to this with no issue Once the item did ship to [redacted] we had to wait for it to arrive in StCroix and had no way of viewing the cargo for about days Once received there was NO DAMAGE done to the box therefore no need to create a claim We were missing hardware that is all We have proof (via emails) that they were in fact going to try and ship out our missing hardware via USPS Sincerely, [redacted]

Hi When strip curtains are ordered for outdoor use .we supply the most UV resistant pvc which is still clear and transparent however sometimes in different lighting it shows a slight off color specially when the material is rolled upAs you can see on our site all strip rolls look either bluish or slightly off clear but when hung they look transparentOur Low Temp grade materials have a slight blue-ish tint which is what this customer received on the replacement order and was happy with although most customers in America prefer the material with the extra UV inhibiting compound which is recommended for outdoor use In this case the customer used the material from the first orderOnce materials are hung and used we can no longer offer a refundNo one at Strip-Curtains.com asked the customer to use it and then to take it down and send it back for a return as this would violate our company policyThe materials would no longer be sellableThis policy is consistent with most companies Materials can’t be used and then returnedIf the customer had not used and hung the materials for a store opening then a return would be within the guidelines of our policy

I do have emails supporting the claim I am makingSince you have recording of my calls, then present them also pleaseI also have the order I first placed for first CLEAR curtains and pictures of what I received which were PURPLEAnd the second clear ones you made me pay to replace did come clear and I also have pictures to prove it But most important, since you say you have my recordings of my calls with Diane and Eugene then present them so you can see that they both recognized as well over the phone that Strip curtains made a mistake and sent me the wrong curtains and also recognized that they sent me the wrong plates that sustain the curtainsI did manage to install them with those plates which I am not asking for a refund on the platesJust the curtains Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]

Hi *** Your order had a couple of custom components that have a long lead time....as you are aware... Here is the last correspondence from our customer service rep ***@strip-curtains.com regarding those parts... Parts in question :B3427-4 = 4' PULL ROPE TROLLEY Pull rope... trolley 1.000 lbs USD 25.00 1 USD 25.00 B3491-4 = 4' OVERLAPPING TROLLEY W/PULL ROPE Overlapping trolley with pull rope 1.000 lbs USD 17.00 1 USD 17.00 Email to [redacted] ==Hi ***, Already advised the warehouse to do this right away. The parts that you were missing were special parts that requires to be custom built. Should ship out to you in a couple of days. Sent by Cholo Time: 2017-02-16 9:53:04 ====warehouse has confirmed they will ship next week.....if you would like to cancel these components do to the long lead time ....we can do that also....

Complaint: [redacted] I am rejecting this response because: The packages arrived at the freight forwarder undamaged and to us undamaged, the materials simply were not in the box Also their website accepts shipping addresses to the us virgin islands without any qualification and that this is how our order and payment was processed I would like to explain that if they (Strip Curtains) ship to the freight forwarder we still have to pay shipping customs clearance, and taxes a second time for the the items we should have already received as opposed to them placing the missing items in a USPS flat Rate box and shipping them direct to us.Sincerely, [redacted]

Complaint: ***I am rejecting this response because:
We have proof of our original order showing the original ship to address is the USVI (see attached)
And we have the original tracking number from UPS *** that proves this cargo did ship the first part of the order directly to the USVI
Upon receipt of this first shipment we found missing items We contacted Strip-Curtains again, I spoke with Amar, and they demanded to change the ship to address; my boss being the easy going fellow he is agreed to this with no issue
Once the item did ship to *** *** we had to wait for it to arrive in StCroix and had no way of viewing the cargo for about days Once received there was NO DAMAGE done to the box therefore no need to create a claim We were missing hardware that is all
We have proof (via emails) that they were in fact going to try and ship out our missing hardware via USPS
Sincerely,*** ***

Upon reviewing internal records and phone logs as we record customer service calls...there is no evidence that the customer was asked to hang the curtains and use themAgain, Strip-Curtains.com cannot take back product that has be hung and used
If the customer has any evidence in writing or otherwise stating that he was instructed to use the product and would later be able to return it for a refund ...please provide this evidence

The Customer claims that the product was not in the package however only *** *** handled the packaged initially...so it is impossible for the customer to state this when they did not receive the package orinally....and were not even present to inspect the goods upon receipt in FloridaTheir freight forwarder did
Most anyone around the world can order from our website because our shopping cart allows this however before we process any order in such situations we always mention that we can only ship within the US...and if the customer does not have a freight forward we can simply cancel the order....and provide a full refund
In this case the customer did have a freight forwarded in Florida which was the ship to address...( Customer accepted that we proceed and ship to FL )
As mentioned we will offer a full money back guarantee...should the customer wish to ship back the productIt seems as though they would rather keep it
Shipping direct to the Virgin Islands would cost us much more than the price of the product itself

Hello,
Please note that I never mentioned that they would be used for outdoors to begin with and if I ordered clear ones I would expect clear onesAnd also that when I first got them I did notify by EMAIL (To Diane and I have proof of email) that they were purple and not clear how I ordered them and received an email notifying that they were clear when the purchase went throughWhen I first notified Stip-Curtains.com (Diane) of the issue, she told me that the would clear up if sun hits it in few days which they never didI also have proof when I was told that a replacement would be sent of clear ones like I ordered the first time if I pay for them and receive a refund when I sent back the first wrong onesSince I couldn't unmount them and leave my store with out protection, I ordered new ones and paid for them and also shipping for the clear curtainsThis was a recommendation from Strip Curtain from Eugene that dealt with my case after I let them know about the issueAfter I received the clear ones like I ordered the first time and was happy with them, when I tried to contact StripCurtains again to let them know that I was fine with the second correct ones they sent, they never answered me again none of my emails
How come the second ones you sent me where absolutely clear then? Please also note that the base that hold the curtains were also sent wrong and also recognized by Diane in Strip-Curtains and I have proof of that also but I still managed to installed them and did not ask you to refund thoseAll I needed was a return label to return an order Strip Curtains sent wrong and I should not have to pay for their mistake and lose $which was the cost of them
This is very wrong and I am willing to show all the proof of emails and pictures of the first and second curtains I received so you can see difference of the purple ones sent to me and then the absolutely clear ones they sent the second time which were the ones I ordered the first timeI did mount them since Diane from Strip Curtains told me that they would turn clear after few days and I gave them days to turn clear and never did and notified right away and that was when I was transferred to Eugene in Strip Curtains which took care of correctly sending me clear ones the second time
Complaint: ***I am rejecting this response because:Sincerely,*** ***

Hi [redacted]... We understand you had an issue with the curtains....however we had sent some follow up emails to you about how you wanted these replacements made exactly but never heard back... Here below is the last thread we have that was recorded in our system...asking to confirm the final...

measurements... See below.=== Order  # [redacted] From: Angela [[redacted]@strip-curtains.com] Sent: Friday, December 09, 2016 10:23 AM To: '[redacted]' Subject: RE: Order #[redacted]-REVISED - Follow Up Requested On the other two the width was made 5% wider as we typically do….we always add a little slack on the width… However you said the height was way off on this one ….so that is why we will replace it… Please confirm the final measurement for this one…. From: [redacted] [mailto[redacted].com] Sent: Thursday, December 08, 2016 3:52 PM To: [redacted]@strip-curtains.com Subject: Re: Order #[redacted]-REVISED - Follow Up Requested I'll verify measurements. What about the other two  Sent from my iPhone On Dec 8, 2016, at 5:49 PM, "[redacted]@strip-curtains.com" wrote:Hi [redacted]... We cant seem to get UPS to re-deliver this curtain....so we will just make another one.... From our conversations it seems as though you would like it exact ....Is that correct ? And we are making the last curtain on the invoice.... 13' W X 11'3" H Sent by [redacted] J Time: 2016-12-08 15:41:29  From: Angela [mailto:[redacted]@strip-curtains.com] Sent: Friday, December 09, 2016 10:23 AM To: '[redacted]' Subject: RE: Order #[redacted]-REVISED - Follow Up Requested On the other two the width was made 5% wider as we typically do….we always add a little slack on the width… However you said the height was way off on this one ….so that is why we will replace it… Please confirm the final measurement for this one…. From: [redacted] [mailto:[redacted].com] Sent: Thursday, December 08, 2016 3:52 PM To: [redacted]@strip-curtains.com Subject: Re: Order #[redacted]-REVISED - Follow Up Requested I'll verify measurements. What about the other two  Sent from my iPhone On Dec 8, 2016, at 5:49 PM, "[redacted]@strip-curtains.com" wrote:Hi [redacted]... We cant seem to get UPS to re-deliver this curtain....so we will just make another one.... From our conversations it seems as though you would like it exact ....Is that correct ? And we are making the last curtain on the invoice.... 13' W X 11'3" H Sent by [redacted] Time: 2016-12-08 15:41:29

As per the invoice and as per the customer request, Order # [redacted] was shipped to [redacted] in Medley Florida as we only ship product in the continental USA. Customer claims that product was missing parts / damaged however this damage was never reported to UPS and the product was signed for...

in full (clear of damage). Upon receipt of goods, damaged and or missing parts need to be noted and reported within days of receipt to the carrier. If we determine that the damage was concealed and/or there were missing parts we will replace and expedite them again at no additional cost to the customer. We will ship these parts to the same ship to address as per the original order. We had asked the customer for pictures of the boxes and or missing parts however this was never provided. Again damage was never reported to the carrier. The product was accepted and signed for in good standing and complete. Despite these facts we still offered the customer a replacement which we would ship again but the customer would only accept if we shipped out of the country which we cant do. We will also offer a complete refund if the product is returned....

Hi …
When strip curtains are ordered for outdoor use….we supply the most UV resistant pvc which is still clear and transparent however sometimes in different lighting it shows a slight off color specially when the material is rolled up. As you can see on our site all strip rolls look either bluish...

or slightly off clear but when hung they look transparent. Our Low Temp grade materials have a slight blue-ish tint which is what this customer received on the replacement order and was happy with although most customers in America prefer the material with the extra UV inhibiting compound which is recommended for outdoor use.
In this case the customer used the material from the first order. Once materials are hung and used we can no longer offer a refund. No one at Strip-Curtains.com asked the customer to use it and then to take it down and send it back for a return as this would violate our company policy. The materials would no longer be sellable. This policy is consistent with most companies…Materials can’t be used and then returned. If the customer had not used and hung the materials for a store opening then a return would be within the guidelines of our policy.

Complaint: [redacted]I am rejecting this response because:
The packages arrived at the freight forwarder undamaged and to us undamaged, the materials simply were not in the box.
Also their website accepts shipping addresses to the us virgin islands without any qualification and that this is how our order and payment was processed.
I would like to explain that if they (Strip Curtains) ship to the freight forwarder we still have to pay shipping customs clearance, and taxes a second time for the the items we should have already received as opposed to them placing the missing items in a USPS flat Rate box and shipping them direct to us.Sincerely,[redacted]

I do have emails supporting the claim I am making. Since you have recording of my calls, then present them also please. I also have the order I first placed for first CLEAR curtains and pictures of what I received which were PURPLE. And the second clear ones you made me pay to replace did come clear and I also have pictures to prove it.
But most important, since you say you have my recordings of my calls with Diane and Eugene then present them so you can see that they both recognized as well over the phone that Strip curtains made a mistake and sent me the wrong curtains and also recognized that they sent me the wrong plates that sustain the curtains. I did manage to install them with those plates which I am not asking for a refund on the plates. Just the curtains.
 
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Hi [redacted] Your order had a couple of custom components that have a long lead time....as you are aware... Here is the last correspondence from our customer service rep [redacted]@strip-curtains.com regarding those parts... Parts in question :B3427-4 = 4' PULL ROPE TROLLEY Pull rope...

trolley 1.000 lbs USD 25.00 1 USD 25.00 B3491-4 = 4' OVERLAPPING TROLLEY W/PULL ROPE Overlapping trolley with pull rope 1.000 lbs USD 17.00 1 USD 17.00 Email to [redacted] ==Hi [redacted], Already advised the warehouse to do this right away. The parts that you were missing were special parts that requires to be custom built. Should ship out to you in a couple of days. Sent by Cholo Time: 2017-02-16 9:53:04 ====warehouse has confirmed they will ship next week.....if you would like to cancel these components do to the long lead time ....we can do that also....