Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:21/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased on Jan. 27, 2025 Serenity Shade blinds for two small windows, including measure and installation service, for the total of $704.33 (incl. HST).Installation was on Feb. 18, 2025 but the widths of both shades were extending past the windows' trim by more than the 1 - 2 cm discussed during the measure meeting.We complained to the store the next day and followed-up with email on Feb. 21 with photo and measurements of the width of the shades.After more calls, emails and inaction we got contacted on Mar. 27 by a ************ Service Supervisor named ****** who declared to already actively working the case with the *************** yet needed us to answer if both blinds were wrong, or just one!****** initiated a new measure appointment and asked us to confirm the new width and height numbers, which we did by email on Apr. 16.Upon installing the new shades on Apr. 29 the professional BTG installers acknowledged the width of the shades were cut too short, now barely covering the window trim. They offered to take the shades down and order new ones again, but not happy with the service level and another long delay I accepted the shades "as-is", which the installers understood and agreed to action "up the line". Our May 2 email explained the situation to ****** who on May 12 did a Reopening of the Order, now via a Zendesk AI chatbot asking for confirmation if the new shades were as previously agreed to on Apr. 16, - which, as just explained to her (bot?) on May 2 they were not.What followed was a string of instructions and requests for more measurements and photos, culminating with her (bot's?) Jul. 16 request that we measure hardware obviously for inside mount (between window frames, re. ****************************************************), and ignoring our Jun. 26 and Jul. 10 (copy to her non-Zendesk account) emails stipulating outside mount version and requesting actual action.

  Customer Answer

  Date: 31/07/2025

  Just to let you know that I have not heard from the Blinds To Go company as of today, July 31, 2025.

  Customer Answer

  Date: 03/08/2025

  When opening this complaint, I gave you the address of the local BTG store where we bought the product and services, which may explain why they haven't responded. This store staff seemed inadequately competent to handle a complaint to begin with as it took over a month for them to hand over the case to ********************* whose corporate "address" revealed to me as 1-800-numbers and two email addresses only, one of which a ******* entity.
  Has BBB identified BTG corporate and submitted the complaint to them?

  Thank you.

  ..... ***** *****

  Customer Answer

  Date: 19/08/2025

  As the company has not bother to respond to BBB, I would like to submit that, as matters stand, Blinds To Go must be deemed to have abandoned an incomplete installation that is in violation of the Corded Window Coverings Regulations (SOR/2019-97) under the Canada Consumer Product Safety Act (looped cord strangulation hazard).

  Thank you.

  ..... ***** *****