ComplaintsforZinga's Blinds, Shutters, Draperies

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 2019 $4000 Missing end cap Lifetime warranty issues Additional cost over what is on documentation signed for purchase No questions asked warranty?

  Business response

  03/22/2024

  *****'s has spoken with this customer multiple times to explain the warranty and fees associated with the service request and shipping. *****'s warranty is clearly stated on the contract and states: "Zingas normally charges $85 for a trip charge to remove the blinds and an additional $50 to wrap, pack, insure and ship blinds. This will vary on the size and quantity of the blinds." This was the "normal" fee in 2019 (5 years ago) and our current service fee is $150. In our warranty, *****'s pays for the replacement or repair of the defective shade and the customer is responsible for the service and shipping fees. Most other companies in this industry would not pay for a new shade or repair after 5 years. In addition to being transparent with our warranty, this customer voided their warranty by removing their shades to have windows replaced and reinstalled, this work was not done by Zinga's, which voids the warranty and caused the end cap to fall off. Zinga's is still offering to honor their warranty and replace the end cap for free (this is in process) and we are offering to pay for the repair or replacement of the shade if the customer will pay the service and shipping fees. This customer has the opportunity to get their shade repaired or replaced for a total of $150 (service fee to assess the problem), Shipping to the manufacturer and a $45 return shipping fee. This will cost them approximately $200-$250, which is greatly reduced from an estimated $600 cost of a new shade or blind if they had gone with another company. *****'s has made every effort to help this customer, in return the customer was belligerent on the phone with our team members, yelling at them, cussing and called them "worthless". This customer is not obligated to use our warranty, this is a service we offer our customers if they choose to hire us. Our options have been explained to the customer and we will be glad to provide them with a warranty service if they will pay the associated fees. 

  Thank you,

  Zinga's Management

• Initial Complaint

  06/22/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  contract signed & date purchased 3/20/23 installation April 27, 2023 2pm. On day of installation it was noted that the blinds in the living room where unlevel and pointed out to installer. He attempted to fix and was not successful. Contacted the company on 4/28, 2023 2:28pm to let them know we were not happy with the installation and quality of the blinds. They asked me to send videos via text to ************, which I did showing how the top down bottom up (****) blinds get caught and require manually tilting them to move up or down. The large faux wood blind in the Main Bedroom was bowed.May 9th I texted asking for a follow up May 10th they texted back asking me to send close up pictures of the issue, which I did. They asked me to raise the blinds up until they hit the top and continue pull which would reset the blind and correct the unleveling. I did this and it did not fix the issue. May 11th & 12th they replied to the text and said they would get it to quality assurance. May 15th they sent a text confirming a home visit on 5/18 8-9am. I confirmed.May 18, 2023 8am *****'s rep came to take pictures, spoke with management on the phone while in our home and we were present and expressed the **** blinds were not measured correctly. May 26th received a text that they reordered the faux wood blind and they would let me know when it would be delivered to our home. June 2 I texted asking for an update on the **** blinds June 5th they texted that they have the faux blind and would like to come 6/15 **** to install. I confirmed the appointment June 11 I texted to let them know one of the **** blinds ropes/strings broke and now doesn't work June 12 they responded and asked which blind, I clarified and sent photos June 14th I texted that on the last visit the man remeasured all the windows and phoned a manager and they decided they were measured wrong and needed replaced. Would they be replacing the ****. June 15 the rep came and replaced the faux blind in the main bedroom. He and my husband both looked at all of the **** blinds on the first floor. The rep got on the phone again while in our home and spoke with a manager. They stated that the blinds needed replaced. June 19th 10:37am I received a call from the sales rep, she had received notice that we were not happy with the quality and usability of the blinds purchased. She asked who had been to our home. I said I didn't know the reps name, and hoped that she could find who was there and the notes taken at the time of the visit. She too said she need to get with quality assurance and get back with us. June 21 4:40pm I texted and asked for an update June 22nd. I texted to let them know we are still unhappy and very dissatisfied with the blinds installed, the quality of the work, broken blinds and not getting any response to our concerns. I asked if someone could come and remove the **** blinds and issue us a refund. I received a return text that stated, " unfortunately we cannot", but they will reach out to the sales rep for an update and sorry for the delay. I then responded we will file a complaint with BBB.

  Business response

  07/24/2023

   

  Thank you ******* for bringing these issues to our attention. Our Director of Sales has been in touch and worked through a resolution with you. We are glad that we could come to a resolution and provide you with shades for your home.

   

  Thank you,

  Zingas management

  Customer response

  07/24/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***************************

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased blinds for my entire home. The ones in my kitchen are so heavy that I can't pull then up to the top with two hands. I have to have assistance. When they are up, they sag because of the weight. My windows are large and the salesperson should have known that these shades would not be appropriate. The shades in my living room and bedroom kept breaking and the pull cords would twist causing the shades to not go all the way down. A repairman came and fixed the twisting and then glued the device that controls the cords. Now when they twist I can't open that to fix them. Basically the shades don't work. Also the cords are over the glass in the windows obstructing the view. I would never have purchased them had I known that. I spoke with several people at Zinga including *****, who I understood to be the manager or owner. He sent someone out to try to resolve the issues. All they would offer me was new blinds at the cost difference between what mine cost and the new ones. They would also charge me shipping and installation which were free with I purchased the blinds. I was not willing to pay for shipping or installation under the circumstances. I would have paid their cost for upgraded blinds (the difference between old and new blind). I left ***** a message and asked if someone could come out and at least remove the blinds. I never heard back.

  Business response

  06/17/2022

  Hi *****,

   

  Thank you for talking with me today. We are so sorry to hear your shades are not functioning properly and not exactly what you want for the bedroom. We hope to resolve everything for you. It has been 2.5 years since installation, which means you have a warranty to cover the repairs! I will also look into a credit to upgrade the shades in lieu of the repair, but this is typically only offered for the first 30 days after installation. I will follow up with you next week like promised with the specific options to resolve everything. Thank you for sharing all of the information with me today.

   

  Respectfully,

  ***********************

  Directory of Customer Experience

  Customer response

  06/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************

  First the company mentioned it has been 2 1/2 years since installation. This is true. However, I contacted them several times early on and they offered me new shades at their cost plus shipping and installation. I was willing to pay the difference between the old and new but not installation and shipping. I was initially totally misled by their sales person (no longer with the company) and I felt they were responsible for the breakfast nook blinds being too heavy to totally lift and the fact that 6 of the other window coverings had strings hanging in front of the glass ruining the view. Poor design. Plus those windows had string twisting issues that they came to "repair". It happened again soon after but the repair person had glued the string guide and it would not open. So it is not a matter of "I just don't like them". What they have offered me now is 1. repair at my cost and if they did it again they would replace them with the same ones or 2. A 20% discount on new blinds, which they often offer to anyone  anyway, plus a credit of 20 or 25% of what I originally paid plus installation. I feel that most of my issues are because I was misled by their salesman and also a poor quality product. I don't want them to profit from their mistake. 

  ***********************

  
  

  Business response

  07/12/2022

  The customers response is here and I have separated and given specific responses to her further complaints in red below.

  First the company mentioned it has been 2 1/2 years since installation. This is true. However, I contacted them several times early on and they offered me new shades at their cost plus shipping and installation. I was willing to pay the difference between the old and new but not installation and shipping. Zingas contract offers a You Love It Guarantee within 30 days of product being installed. We extended the timeframe and offered the customer a reasonable solution, however the customer chose not to take advantage of us going above and beyond. The blinds/shades are custom product, there are costs associated with upgrading product as we cannot return or re-sell the original product. Giving product away without covering our costs is not good business sense, but we did offer a solution to help this customer.
  

  I was initially totally misled by their sales person (no longer with the company) and I felt they were responsible for the breakfast nook blinds being too heavy to totally lift and the fact that 6 of the other window coverings had strings hanging in front of the glass ruining the view. Poor design. Zingas replaced the larger blind with 2 smaller blinds that are an average size window at no charge to the customer which should allow for easier lifting. The customer also chose the product and signed a contract, but when installed she was not happy with the larger size, Zingas went above and beyond and at our cost provided two separate blinds to the customer. The string hanging in front of the window are necessary for the shades to function. Our design consultants show hand samples that also have the string so the customer was aware there would be strings and still chose this design.
  

  Plus those windows had string twisting issues that they came to "repair". It happened again soon after but the repair person had glued the string guide and it would not open. So it is not a matter of "I just don't like them". Zingas offered to send an installer our to repair this or if it cannot be repaired these could be replaced under the warranty, there is shipping and handling charges as well as labor charges as per the warranty guidelines in her signed contract.
  

  What they have offered me now is 1. repair at my cost and if they did it again they would replace them with the same ones or 2. A 20% discount on new blinds, which they often offer to anyone  anyway, plus a credit of 20 or 25% of what I originally paid plus installation. I feel that most of my issues are because I was misled by their salesman and also a poor quality product. I don't want them to profit from their mistake. Being misled by a design consultant is a he said/she said opinion and when this was brought up at the first installation Zingas tried to appease the customer by replacing the larger blind with 2 smaller ones and offering her the You Love It Guarantee. The customer did not want to meet the terms and did not move forward with any option to resolve. Now, 2.5 years later she is bringing up an issue that we have already attempted to resolve and she has had use of the shades/blinds for the last 2.5 years. I do not know of any other company that would be willing to give a credit for a product used for 2.5 years.
  

  There is no further resolution other than what we offered her, if the BBB deems that Zingas did not try to resolve this issue that their opinion and should not be reflected on our BBB rating as I have clearly outlined above the resolutions Zingas offered.
  

  Good day.
  

  ***********************
  

  Director of Customer Experience

  ******* - Blinds, Shutters, Shades

  Customer response

  07/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  Please excuse the fact that I am late at responding to your last correspondence. I was out of town and had not yet caught up. The issue was closed once before when you notified me that the company did not respond. Since they responded after that and you accepted their response for the file, I hope you will add this to my complaint. I have put their comments in italics and mine below in each case. 

  Zingas contract offers a You Love It Guarantee within 30 days of product being installed. We extended the timeframe and offered the customer a reasonable solution, however the customer chose not to take advantage of us going above and beyond. 

  I did not complain to Zinga within the 30 days because I did not move into my house until 8 months after I purchased the shades. I explained this to them at the time and they understood. I was not offered a reasonable solution.  

  Zingas replaced the larger blind with 2 smaller blinds that are an average size window at no charge to the customer which should allow for easier lifting. The customer also chose the product and signed a contract, but when installed she was not happy with the larger size, Zingas went above and beyond and at our cost provided two separate blinds to the customer. The string hanging in front of the window are necessary for the shades to function. Our design consultants show hand samples that also have the string so the customer was aware there would be strings and still chose this design. 

  I ordered 2 separate blinds and the sales person wrote up the order wrong. Yes, I signed the contract but it is difficult to understand all the nuances and I signed in good faith assuming he wrote it up correctly. There is no way that one blind could be raised. They did replace it with 2 blinds and they still cant be raised all the way up without getting on a step ladder and pushing with one hand while pulling the cord with the other. These are NOT normal size windows they are extra tall. The salesperson should have realized they would be too heavy to lift. Isnt that his job? Also, when they are raised all the way up, they bow because of the weight. This is their error because the salesman didnt know what he was doing.  

  The string hanging in front of the window are necessary for the shades to function. Our design consultants show hand samples that also have the string so the customer was aware there would be strings and still chose this design. 

  Yes, I was aware there would be strings on the shades in the family room and bedroom. The hand sample had strings but there is no way from looking at the small sample that you could tell that the strings would be in front of the glass. Thats absurd! The kitchen windows, a different material, have strings also but they hang on outside of the glass along the window frame. This was what I expected. What design engineer would do this?  

  Zingas offered to send an installer our to repair this or if it cannot be repaired these could be replaced under the warranty, there is shipping and handling charges as well as labor charges as per the warranty guidelines in her signed contract. 

  Yes, they offered to repair them again after their original. However, it would have to be at MY expense! That is not a reasonable solution. Since then, several others of the same kind have broken. How could I have any faith in these blinds if they were to repair them again and they broke again, they sent me the same ones again at MY expense for shipping and installation. Again, totally unreasonable.  

  Being misled by a design consultant is a he said/she said opinion and when this was brought up at the first installation Zingas tried to appease the customer by replacing the larger blind with 2 smaller ones and offering her the You Love It Guarantee. The customer did not want to meet the terms and did not move forward with any option to resolve. Now, 2.5 years later she is bringing up an issue that we have already attempted to resolve and she has had use of the shades/blinds for the last 2.5 years. I do not know of any other company that would be willing to give a credit for a product used for 2.5 years. 

  I find it laughable that they tried to appease me by replacing the larger blind with 2 smaller ones when it was their fault to begin with. As previously stated, even the 2 blinds are very difficult to raise. Re the one blind, who would put one blind over two separate windows anyway.  

  I continued to try to resolve these issues with ***** at Zinga. His solution was to send someone out again and try to sell me different ones at my expense. I did not move forward with any option to resolve because Zinga offered no reasonable options.  

  I did not expect Zinga to offer any resolution at 2 years because they hadnt offered any early on. I have not used the blinds for this time period because they dont work!!! I have remained angry all this time ever time I look at the blinds. I just wanted to get them removed. I called ***** and asked him via a voicemail if they would at least remove the blinds at their cost. He never called me back or had anyone else contact me. That is what finally prompted me to write to the BBB.

   

  I understand that companies do not like losing money but in this case they were at fault and should have accepted my original solution of me paying the difference between what I paid for the blinds and their cost to replace them.

   

  Thank you.

   

  ***********************

  
  
  
  Regards,
  
  ***********************

  
  

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 8th, 2021, I bought a drape at Zingass with the promise it would arrive and be installed in March 2022. However, when the sales person promised to sell the fabric chosen he didnt check the fabric availability. I later discovered that this is their standard practice and Zinga let all the consequences about it to the customer. Since I discovered about it, I am trying to find a solution and an accurate estimate ETA. However, the company is not transparent about ETA and didnt provide q solution that account for all the consequences due to the delay. The drapes were bought to install in our future nursery. While they provided the option to install a temporary blackout they didnt commit to install the definitive rod neither to attend specifications that wont require additional repair cost to the customer.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩