The Reflective Designer

This has been one of the worst customer experiences of my life. In May 2017 Elaine Monaco came to my house to measure and show me some options for window treatments for my kitchen. I selected one that I liked and we completed the paperwork. Elaine was very friendly at that time. We specifically spoke about scheduling installation around my work and family life schedules. Elaine told me it would be absolutely no problem. That all changed after the blinds came in, when I was informed that the only time her installers could do the work was late afternoon on Tuesdays or Saturday mornings, neither of which worked with my schedule. I offered multiple other options, 6 hour windows two weekdays a week on my work from home days. I was willing to wait a few extra weeks, but since she had told me my schedule would be no problem I expected she would work it out. Unfortunately, Elaine did not see it that way. She offered to have him come while I was at work, instructing me to leave my house unlocked for a complete stranger to come in and do work and leave a check or cash for the remainder what I owed. I explained that I was not comfortable with that and asked her to keep trying to find a date and time for installation. Elaine’s whole demeanor changed at this point. She became defensive and even demanding… Offering me a day/time less than a week away and requiring me to respond within 24 hours or lose the spot. At east half of those “offers” were the same Tuesday afternoon/Saturday morning slots I had already said I couldn’t do. Others would have been ok if they hadn’t been so last minute. When I asked if we could book a little further out, thinking that would make it easier for all parties to find an opening that worked. I was told that her installers had a “dynamic schedule,” and that this is the best she can offer me. To make it even more uncomfortable, she repeatedly pointed out that I would need to pay the balance owed before any work could be completed. Having worked with more than a few contractors over the years, I know better than to do that as it leaves you with no recourse in the even of incomplete or shoddy work. Rather than understanding this, she seemed to take it personally and became even more defensive. It is now February 2018 and I still do not have my window treatments nor a date/time for installation. I have asked for a refund, since the paperwork used does NOT say “no refunds,” and was flatly refused. I am at a loss as to how this can ever be resolved. Beware before hiring this woman/company.

It could not have gone smoother. On the first appointment Elaine measured the space and asked my wife and I what we were looking for and got an idea of the colors we liked. On the second appointment she brought a bunch of fabric samples and a couple of wallpaper books. Since there is so much natural woodwork in our foyer she picked materials that accented the wood, she is great with colors. Elaine gave us a couple of different options and she didn't pressure us in any way. We could not be happier with the results. Now on to the living room and dinning room.