Eddie Z's Blinds & Drapery Unilaterally Rescinded "Lifetime" Guarantee Chicago Illinois

My wife & I have absolutely no recollection of paying anyone at Eddie Z's $35.00 for past repair services, or any other amount over/above the purchase price for eighteen blinds, plus installation and "lifetime" guarantee (and you've stated yourself that you "waived" any fees for the two repairs we did require). But that is neither here nor there; the only thing that matters here is that we made a significant purchase from you in good faith, trusting the word of your salesperson, and now you've apparently decided not to honor her promise any more.

Perhaps even more insulting is your condescwending attempt to place the blame for this situation back on us, i.e.. suggesting that we somehow, suddenly don;' understand the terms of the same, exact guarantee we have already utilized on two seaparate occasions. What, exactly, do we not "understand" today, with this latest broken blind, versus the last two times one of our blinds broke and you honored your professional guarantee?

We are not asking for a refund, replacement, nor any other undue compensation, merely a simple repair. How much could that possibly cost #EddieZs? Likely less, I'm  guessing, than the amount of your vice presidential salary, divided by time it took you to submit your diversionary (and altogether patronizing) response.

We even gave you the beneift of the doubt by offering to match the $35 "transportation fee" that you claim we paid for the last "free" repair. We don't now how much more reasonable we can possibly be, especially in the face of being charged $65.00 (!) just for you to pick up the blinds from our home, plus the cost of repair. (NOTE: As I explained to you yesterday, I'd otherwise be willing/able to bring the broken blinds in myself if not for documented neurological and orthopedic disabilities, which make independently removing the blinds exceedingly difficult, i.e., epilepsy, aggravated by positional vertigo, presents a serious risk in scaling ladders, and post-surgical myalgia/rheumatod arthriitis limits my arm movements to just below shoulder level.)

All things considered, this is a genuinely shabby and petty way forn any company treat a customer -- much more so a company like #EddieZs, that so clearly benefits from word-of-mouth advertising and referrals. Any home/small business owner, landlord or contractor reading this assredly valid complaint would do well to seriously consider whether entering into a costly agreement with #EddieZs -- especially with so many quality competitors here in Chicagoland -- might come back to haunt them, as it's done in our case.

Dear Mr. Badofsky,

We are sorry that you feel you have not received adequate service. We have gone through our records and have the following to explain:

Our warranty is, and always has been, a limited lifetime warranty. This warranty is provided to us from our vendors and we facilitate any warranty related repairs to our customers as a service to them. This warranty covers all moving parts of the product, except for the actual cords, and does not include a service call to your home. Every customer has the option of bringing their product to one of our locations and be subject to no, or limited, charges. Their other option would be to have one of our service technicians come out to their home for a charge to service the product in their home or to be picked up to be sent back to the vendor. In home service at no charge has never been part of our policy. We don’t know of anyone in the industry that offers the kind of guarantee you speak of.  Feel free to research HunterDouglas.com, the largest window treatment brand in the world, to see examples of vendor warranties.

We can provide substantial information showing the charges that other customers have incurred to have us send a service man to their home. Our warranty is dated back prior to your order and still stands today.

In your situations our records do indicate that you purchased product from us in April of 2005. There is also a purchase some time prior to that, but that predates our computer storage and is stored in our archives.

Shortly after your purchase in April 2005, one of your blinds required service. Since it was only a month later we gladly sent a service man to your home at no charge since you definitely should not have had an issue with our product so early on.

In March 2006, we provided service for the blinds that were purchased prior to our computer system. We did send a service technician to your home and this was provided at no charge as well. This was entered into our system as an "accommodation". This would indicate that it was a management decision to waive the applicable charges.

In June of 2007, there was another order processed to service one of your products. At that time you were charged $35, which was half of the normal charge, for a service technician to come out to your home to address the situation. We do have record of your payment by check on 6/27/07. This would suggest that you were completely aware of our warranty policies at that time.

Since then there has been no need for any services until now.

If you are able to provide us with anything in writing that would suggest our warranties included FREE lifetime service in your home we will gladly send a technician to your home at no charge.

We are sorry that you feel you’ve had a negative experience with us. We have serviced over 170,000 homes over the past 21 years. We would not be able to build our business to this level if our word and service was not good. If you have additional information that we are not privy to please feel free to contact our Vice President of Sales at 877-4-Blinds.