Window Design Group

Bottom line: Don’t expect your project to be completed in a timely manner, don’t expect communication after you’ve contracted with them and, if you have a complaint, don’t expect anyone at this company to care. Period. We’re just thankful we didn’t have an issue with any of their actual products; otherwise, this experience would have gone from bad to nightmarish. Our impression at the time of signing the contract was that WDG prided themselves on customer service. We were told our project would be completed within 4-6 weeks. Not only was that a GROSS underestimate, but at no point since the beginning of this process was WDG in contact with us to help set reasonable delivery expectations, to give apologies for non-delivery, or even inform us of when we might expect our project to be completed. At the time of our shade installation on November 2 we were told our shutters would be ready by November 13th. We were relieved that this date would fall before the holidays and before our multiple family house guests arrived. Then, in typical Window Design Group fashion, we heard nothing. With both of our jobs ramping up at this time of the season, neither of us called to harass WDG about our installation, nor should we have needed to. We were, frankly, beginning to suspect this company had forgotten about us when we finally received a call to book our shutter installation FOUR MONTHS after the signing of our contract and SEVEN WEEKS after the last promised installation date. That is 10 WEEKS (or 2.5 months) over what we were led to believe. I complained to the person on the phone who made our appointment and asked them to note it on the account. Did anyone call me after that to explain or otherwise apologize for the delay - to give us any kind of explanation for the lapse of communication and failure to deliver in a reasonable amount of time? NO, of course not. I wasn't present for the installation of the shutters because my mother in law, who was staying with us at the time, was experiencing a flare up of her Crohn's disease and I was out buying some necessities for her as she wasn't feeling well. Did I cancel our appointment for a more convenient time for my family and me? No, because WDG has been very difficult to reach (as detailed in multiple email accounts where I reached out to our designer, Jenna, for help) and I was sure it would have taken additional weeks to even BOOK AN APPOINTMENT, not to mention have them come back out and actually finish the job. Keith, the installer, who was the best part of our experience and for whom I have zero complaints about, was asked at the time of installation by my father in law, whether or not they needed to be paid and Keith responded that we would be billed for it. About a week later WDG’s billing department felt the need to call me multiple times in less than a 24-hour period (which includes calling me before 9:00 am on a Saturday) and address me over the phone with such rudeness you would have thought I was somehow LATE or delinquent with my account with them when their office was otherwise completely neglectful of their communication with or promises to us. This individual, Tanya, when asked if I could speak to a manager, responded that there was no one higher in the company than her. Not, "I'm sorry I called at an inconvenient time, I'll forward your complaints to the right person, but can we complete this transaction now so I don't have to bother you again...etc." but instead argued with me about how I defined feeling harassed by her calls and re-emphasized that she was a manager. If she is, in fact, the highest up in this company I am frankly surprised she ascended to that level of responsibility without being able to field a telephone interaction with an upset customer in an appropriate manner. This whole situation could have been avoided with a simple acknowledgement/apology for the delay, and proper communications regarding the process. My partner and I were in no way demanding, unreasonable or nasty customers up to this point. This company simply doesn’t care about you once you’re under contract. Our project was completed on December 29th, FOUR MONTHS after we signed our contract. The LEAST this company could do given we waited, without any phone call, any update or correspondence from them whatsoever, for MONTHS, to complete our project (with family staying in a house with horrible fake window coverings that take the paint off our window frames) was demonstrate a little patience and not give US ATTITUDE over the phone as if we are 60 days in the rears when they haven't even given us 24 hours to respond to your initial billing correspondence. Considering this was a $4,600 investment we expected better customer service to say the least. Even after they received this detailed account, what did they do? Nothing. They charged the credit card they had on file so they wouldn’t have to deal with me. Again, no apologies, no nothing. As if WE are the bad guys here. Unbelievable. I wish we had gone with 3 Day Blinds. We have several friends that rave about them.