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| - On a positive side, they have a great product that is not an exclusive to the company. We had a pleasant representative (Lana Shay) who visited our home and measured the whole house for Norman shutters. We're were looking at 38 windows/doors minimum - avg. around $29,000. Nice deal you would think.
Well, because their product is manufactured in China, the consumer pays freight. Average lead time is between 5-7 weeks. Any defect or issues of replacement are again, handled by China and again you wait 5-7 weeks. We could live with that but then the problems begin.. Based on their own advertisements in local magazines, they offer 12 month 0% financing. Wrong again.. Direct from the rep (Lana Shay) via email; "We have such a tight margin on our shutter pricing, that when we throw 12 months in, cuts into the profit big time. So either you will have to include the shipping with the 12 months or free shipping with full payment." Shipping averaged about $560.00. Big spender! If your margins cannot support a measly 5% discount (which would cover any interest loss for the 12 months) and a portion of the shipping (which I would have agreed to split) but no deal, cooler heads did not prevail and they blew the deal because of this bravado "quien es mas macho!" Translation of who is more macho! I was a prospective client, why would I short myself out of something we wanted?
Why does any of this concern me? I have the need, you have the product but when it comes to service, this was just a foresight of a downfall. The representative (Lana Shay) knew what we wanted, and wasted my time by having me come out to their showroom (I live in Henderson, they are in the Far SW) only to have Romero introduce himself and say "We cant do that deal because of our loss margin". Did I mention that they GAVE ME the pricing! If a company cannot figure out the basics of business; know your product, know your margins; then they should never offer such deals they cannot honor. In every email I have received I hear the following:
"The Bank fee is terribly high, and I priced the shutters so low."
How can a company tout being reputable and service oriented when they pull stuff like this? You would think that as any owner of a business would do, if I had someone who wanted to give my company 29k plus for a product I was selling and I heard of a conflict on making the deal happen, I would have picked up the phone. As is, messages left on the business phones never get returned. Should be no surprise since this seems to be an issue in other reviews.
Luckily there are other window covering places out there in the valley and many will match pricing. Will I get the shutters for my home, yes, but not from this company.
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