Tuesday, December 05, 2006

Customer service for crappy products...or...How to get screwed


We purchased your Etched Rod Set 28"-48" in Rustic Copper and followed the instructions for installation. We drilled 1/8" pilot holes, as directed, and the screw heads were stripped before the screws were completely installed. We had to use pliers to get the stripped-head screws out of the wood and are now short two screws for installation. We therefore respectfully request replacement screws so that we can install the rod system properly. Thank you.

For future reference, if you instruct 1/8" pilot holes then you should provide stronger screws. If you are going to provide the same screws, you should instruct 9/64" pilot holes.

Please send the replacement screws to:

Thank you for your time and consideration.


Dear Catherine:

We apologize for the inconvenience you have experienced with your Decorative Rod System. Our goal is to provide our customers with the highest quality products and service.

Springs Window Fashions is aware of the issue concerning our screws and instructions and we are currently in the process of having these issues changed.

We have entered an order for the replacement screws you requested. Your order shipped via US Postal Service today and you may expect your order within 3 to 5 business days.

Again, we apologize for any inconvenience.


Sr. Consumer Hotline Specialist


MB said...

hahaha, "screwed". I read the title and thought "Dear God, what is happening to these people now!" At least they are going to make it right. Next time I have an issue like that, I know who to ask about writing my letter!

Anonymous said...

LOL...i thought the same as michelle.

I am impressed that you wrote and got it corrected. I would have just got two other goddamn screws at home depot...even if they didn't match the rest of the screws...