"That's So Rich", LLC

It is truly unfortunate that Michele feels that way about my company. I went completely out of my way and disregarded my own policies to try to satisfy her requests. I have been in business as a designer for over 30 years and take all responses to my company very personally, because to me it is! I work very hard to accommodate my client’s requests, as I’ve done with Michele.
Some of the exceptions I made for her were that she purchased several sale pillows that were clearly articulated to her that they were a final sale and she would not be able to return them. After purchasing them she called me and asked if she could return them. I made the exception and accepted them back from her.
She also purchased custom window treatments from me. She came in several times with her mom looking for a deal on drapery panels I had in the store. I gave her a great price, but she wanted blackout and I told her they wouldn’t work considering they were an unlined, eyelet fabric. So she picked out an expensive fabric for her draperies and wanted to use her existing rods to save money. I gave her a price on the draperies and installation. She had her mom come in to try to negotiate a deal with me to get the draperies for less money. Once again I went against my policy and gave her a discount on the fabric, even though it was not during a sale period. She gave me a deposit, but did not want to pay sales tax, so she used a tax exempt id number from her mom’s clothing store in Margate.
The draperies were fabricated and installed. She blew up my phone with calls saying she didn’t like the light coming through the existing rod and the ceiling. So I asked my installer, on his personal time, to go to her home in Philly, on Saturday to see what the problem was. They determined she would need to purchase a ceiling mounted rod to cut down on the light coming in above the rod. Michelle then refused to pay me for a new rod which was not in the contract and also wanted to call my installer to negotiate a better price on the new rod and reinstallation with him.
Of course, that’s not the way I conduct my business. So, I had her pay for the rod and installation before we came back to install it. We again did what we promised and installed the ceiling mounted rod and rehung the draperies. She again called me and said she was not satisfied; there was a crack of light where the drapery meets the wall, even though the fullness of the drapery was correct. So once again, my installer and I went back to her home to resolve the new issue. At no additional charge to her, my installer took the draperies down and I returned them to my drapery workroom to have Velcro put down both outer edges of the drapery so there was no possibility of any light coming in, at my cost, not part of either of the contracts I had with her. My installer reinstalled them and we thought at that point Michele was satisfied with the project.
I always stand behind my products. I wish Michelle would have, and still can, come back to me to rectify any other issues she has with the project.