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BBB Accredited Business since

Select Blinds

Phone: (480) 302-5163 Fax: (480) 892-5650 View Additional Phone Numbers 1910 S Stapley Dr Ste 137, Mesa, AZ 85204 http://www.selectblinds.com View Additional Web Addresses


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Description

This company provides wood blinds, cellular shades and online sales.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Select Blinds meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Select Blinds include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 109 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

109 complaints closed with BBB in last 3 years | 35 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 23
Billing/Collection Issues 2
Delivery Issues 5
Guarantee/Warranty Issues 13
Problems with Product/Service 66
Total Closed Complaints 109

Customer Reviews Summary Read customer reviews

107 Customer Reviews on Select Blinds
Customer Experience Total Customer Reviews
Positive Experience 75
Neutral Experience 0
Negative Experience 32
Total Customer Reviews 107

Additional Information

BBB file opened: June 13, 2003 Business started: 11/01/1999 in AZ Business incorporated 01/27/2000 in AZ
Type of Entity

Corporation

Business Management
Mr. Rick Steele, Vice President/Marketing Mr. Nate Kennedy, Vice President/Sales Mr. Al Silverberg, CEO/President
Contact Information
Customer Contact: Mr. Nate Kennedy, Vice President/Sales
Principal: Mr. Rick Steele, Vice President/Marketing
Business Category

Blinds Shutters Vertical Blinds Window Shades

Alternate Business Names
Ristal, Inc. Selectrugs.com Selectshops.com

Customer Review Rating plus BBB Rating Summary

Select Blinds has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 1910 S Stapley Dr Ste 137

    Mesa, AZ 85204

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

2/5/2016 Problems with Product/Service
2/5/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Guarantee Issue: The website claims to guarantee product satisfaction if the products don't satisfy how you envisioned the products in your home and if you made the correct measurements and ordered color samples prior to purchase. I fulfilled these requirements and my satisfaction has NOT been guaranteed. My order contained 2 living room light filtering shades (living room) and 2 blackout roller shades ordered (bedrooms)--brushed linen, motorized, supposed to have a headrail cassette, wihite bottom rail Due to their WEBSITE MALFUNCTiON, I was forced to order these shades over the phone with a representative. The customer representative failed to give me all options that the website actually contains, for example, the head rail cassette option. Therefore my blinds came to me without headrail cassettes. The shades look like toilet paper rolls! If the website was not malfunctioned, I could have ordered these shades online correctly. Selectblinds.com MISREPRESENTS your order with an emailed photo with an order showing the headrail cassette! Product Issues: 1) I have a large fabric in the left living room light filtering shade. There are large vertical creases in the right living room light filtering shade. 2) The motors are defective in two ways: a) the motors move at different speeds meaning one shade goes up and down faster than the other one b) the remote control channel 1 controls two shades instead of just one and channel 2 controls only the right living room light filtering shade. 3) The right living room filtering shade contains large vertical creases and a small fabric defect (have not complained about) Customer Service: -very poor, slow email responses -manager did not pick up phone call and has not returned phone call after voicemail was left Satisfaction Guarantee Misrepresentation: -possibly dragging out the situation and/or failure to communicate to the customer so they can void the 90 day customer satisfaction guarantee.

Desired Settlement: I would like to have my order the way I had envisioned. I want all my shades to have the headrail cassettes as I had envisioned along with the right color, dimensions, motorizations, and backing. I want to have nice roller shades but having the wrong item shipped to you due to Selectblinds.com website malfunction is terrifying. So far this has been a horrific experience. I am a physician and have limited time away from work during normal work hours. I don't have normal work hours. If I have to give up work for even one day, that time would already pay for these blinds.

Business Response: We are very sorry about your dissatisfaction with the product you ordered from us. We will have a manager contact you and work with you to find a resolution. We see that a call was shared with you around the cassette option missing. We have a note mentioning a stain but nothing about the issues you are having with the motorization. We are confident the manager will be able to help find a workable solution when they call you today.

2/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered (on-line) plantation shutters for 4 windows in our home on 12-11-15. On 12-18-15 recieced e-mail thanking me for my order with a copy of what I ordered saying that orders typically ship within 3 to 7 bussiness days. On 12-20-15 (9 days later) got an e-mail stating that my order would be going into production within 48hours. They would ship after passing quality control and they would send me a tracking #. On 1-11-2016 I found some large boxes on my porch. We unpacked them and had shutters for 4 windows and 3 frames (short 1 frame). One of our windows is a picture window and it has 2 side window, one on each side. We noticed that 2 windows had 13 4" slats while the fourth has 14 4" slats. They are the same length so you can see they do not match. I called Select Blinds and spoke with Brittany G**** on 1-12-16. I called to get a package count to see if they shipped the 4th frame and to let them know that we recieved a mis-matched shutter. Brittany asked me to please wait until tomorrow to see if the frame would be delevered (which it was) and to take pictures of the problem and send them to her via e-mail. We recieved an e-mail thanking us for the pictures and she would let me know what the warehouse said. We went ahead and installed the Shutter except for the mis-matched one. When we opened the shutters, we had one that had 5 slats that didn't open because of prior damage either at the factory or in shipping. I emailed Brittany, and sent pics, of the problem on 1- 12-16. We heard nothing so on 12-15-16 I emailed Brittany to ask what the warehouse had said about the two problems. I recieved a reply that I had been switched to their shutter expert, Rachel B***** and she would be handling my complaint now. I waited and on the 18th I sent an email to Rachel saying I heard she was taking over and I looked forward to hearing from her. I waited til 1-26-15 and sent email to Brittany asking for Rachel's supervisor name & email. NOTHING

Desired Settlement: To get the proper Shutter to match the others and to get the damaged one repaired It probably could be repaired here if we had the parts and some guidiance. Also to have select blinds and have some integrity and stand behind their products. Nothing can be resolved when one party decides to stick their head in the sand.

Business Response: We were extremely disturbed to learn of the situation you are experiencing with our company. A manager will reach out today and resolve the situation. You have our sincerest apologies and a commitment to make things right.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*** ******

 

1/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have tried on multiple attempts to resolve an order that was made incorrectly. We selected color based on provided samples. When order was produced it was made incorrectly (color). Select blinds has remade the order once but was still incorrect (color). We have multiple attempts to call, email, and chat live online. Ability to talk to anyone live is next to possible. Live chats seems to be the most productive but has resulted in less than satisfactory results. We can produce records of emails and chats in our attempt to resolve the issue. Clearly the customer service is abysmal and their ability to correctly mfg blinds is in question. They have asked the blind to be returned but still have not provided shipping arrangements.

Desired Settlement: full refund of our money and Select blinds to arrange for pickup and return of made blinds at no charge to us

Business Response:

Mr. J*******

 

It appears that we have arranged to have the product picked up and returned for a credit upon inspection. We will have a manager contact you to confirm you are satisfied today.


Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* Their VP of OPS has contacted me to try and explain that the issue is caused by a variation in the water content of the wood for a stained product. Explained to the gentlemen that our product is a painted product and the the second order we revceived actually had the correct color on the valance but not the blinds themselves. VP went on to explain how wood variations will cause color difference in the wood. Asked him why the metal header did not and it could not be explained. Gentlemen agreed to make sure arranagement for pickup was coordinated in the 24 hours and a full credit for our purchases would also be made in the next 24 hours. VP also promised that a manager would call us to confirm the refund and pick up. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *******

 

1/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered blinds on December 13, 2015. The instructions stated that if I needed side mount brackets, to state as much in the "Notes" portion of my order. I ordered two blinds, but was only able to indicate that I needed side mount brackets in the notes portion of 1 of the 2 blinds. Due to this issue, I emailed customer service and explained that I needed side mount brackets for both. I was told they would be included. On December 18, 2016, I received an email stating that my order had shipped. When the order arrived, there were no side mount brackets. I called and was told that I was emailed on December 21, 2015 by a customer service person stating that these blinds do not come with side mount brackets. I never received this email but, even if I had, the order had already shipped. On January 2, 2016, I called customer service and was told that I would be mailed some "L" brackets that would allow me to install my blinds. It is January 12, 2016 and I have yet to receive these brackets and I have no blinds in the front windows of my home. I emailed customer service over the weekend and have yet to receive any response or brackets.

Desired Settlement: Get the brackets to me or refund my money.

Business Response: We are extremely sorry fo this situation you are dealing with. This is inexcusable and we will have  Customer Service Manager contacting you today and they will solve your issue.

1/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 10/21/15 I received an other I placed for 14 windows from selectblinds website. I was more than disappointed when I found that everything was wrong: color was gray instead of alum; wrong brackets; quality. I contacted them by email, chat, and phone for a refund. The chat person assured me of no refund but wanted to charge me more money for return they refuse to send label it would be at my own expense. I paid over $1200 for something I am unable to use. Also they sent the sample after they charge my account a send me the wrong blinds. This was less than 30 days when I found I had no use for these blinds. The chat person stated that you can not depend on the website view. Why have the website then, because that's how I ordered with the help of customer service. The have email me with no refund just pay more money.

Desired Settlement: Refund and nothing else to do with this website.

Business Response: Unfortunately I cannot find your order with any of the information you have provided. I will have a customer care supervisor reach out to you today at the phone number you provided to see if we can solve your problem.

Consumer Response:

The spoke with customer service and they did find my order. The select blind company will not send a return label so I can return the blinds I have no use for. They are unwilling to refund my money. It will cost me to much money to send the blinds back. Select blinds does more business than me concerning blinds they can do more with the blinds than I am willing to. I would appreciate it if they would sent return labels and refund my money for their mistake. Thank you. I am not understanding why they told BBB they can not find my order with the information I gave them.

1/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I cannot get through on the 800#, nor can any of my friends, who are trying to help. They put you on hold for an entire day. If you leave a call back #, they don't call back. They don't answer emails or even their chat room on their website. A company still in business doesn't do that. Can you stop them from taking money from anyone else. I ordered blinds & have not received & cannot find anything about status.

Desired Settlement: refund or immediate delivery of product--just to know they are still in business--I want them shut down if they are out of business

Business Response:

******

 

Thanks for taking the time to speak with me. I appreciate your candor.  I have asked a manager to contact you about your order and give you an accurate assessment of when your order should arrive.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *****
 

1/13/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We order honey comb blinds about 1 year and half ago. 2 of the blinds came apart in the middle. We sent emails and pictures to company and they did not reply. It had been over 1 month and they still ignored us after numerous emails. The products are still under warranty.

Desired Settlement: replace blinds under warranty

Business Response: We are very sorry for our poor handling of your warranty request. I see in the order notes that a remake has been requested for 1 shade, but your complaint is stating 2 shades are damaged. We will have a customer service manager reach out to you ASAP to ensure we are handling the  issue as needed.

Consumer Response:

The case is not considered resolved until we receive the replacements. 

Business Response: The replacements have been ordered and will be received in the next 5-10 days. You can leave the complaint open until then.

1/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a pair of blinds from select blinds. However, the blinds were damaged. All of the panels do not open on the blinds. I submitted a request on 11/23/15 for exchange with select blinds and received an email stating that I needed to send pictures. I sent the pictures but never heard anything from them in regards to my claim. I contacted them again on 12/4/15 and was told by the representative that the pictures was not received so I sent the pictures again and it was confirmed by the representative that the pictures were received. The representative told me that I should hear something from them by 12/7/15. I have yet to receive any communication from them.

Desired Settlement: I want select blinds to replace the damaged blinds.

Business Response:

********

 

We cannot apologize enough for the poor communication you have received through this process. There is no excuse and the appropriate coaching will be done. The good news is that your replacement blind is scheduled to be delivered on January 6th. We have emailed you the UPS Tracking number. It is 1*****************.  Again we are very sorry and we hope the new blind arrives in perfect condition.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* ********
 

1/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The blinds that were ordered came both too short and not wide enough. The blinds also were dirty and did not have the correct brackets to hang them. I called Select Blinds to send them back and get my money back, but they will not send me a refund, they will only send me another set of blinds for an extra charge. I don't want more blinds, I want my money back.

Desired Settlement: I want my money back.

Business Response: We are extremely sorry to hear about the poor experience you have has with our company. We obviously don't ever want a customer to receive product made incorrectly or that is not clean up0on arrival. We will have a customer service manager contact you today and work towards a resolution.

Consumer Response: I just want my money back and Select Blinds will not reimburse me.

Business Response: We have attempted to contact you about this multiple times, but you are not responding to us. We will attempt to contact you again today, but if you will not respond to us there is not much we can do to solve this problem. We want to resolve this, but we will need your assistance to do so.

1/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am writing regarding my order numbers ******* and *******. As the original order will note, I started my order on November 30, and I still do not have any shades. I have two issues: timing, and pricing. Timing: I attempted to place my order with your representatives, but due to orders on their end, the order did not process until 12/17. I am still waiting for that order. I spoke with Jaron who was unhelpful in finding out updated production information and initially would not upgrade the shipping without charging me, even though the order was "placed" 11 days ago. Again, it was placed before that, but due to errors in your system it did not process until 12/17. Pricing: I paid for 17 blinds on a special where each 4th blind was free. Rather than pricing this as every fourth blind was free in order of price, the three lowest were marked as free. If I had placed this as 3 separate orders for 4 blinds each fourth highest blind would have been free. I am requesting an adjustment to reflect that pricing, which will result in $200-$300 savings to me. Otherwise, I request all of my orders be cancelled and the full amount refunded.

Desired Settlement: 1. Expedite Shipping on the 2 blinds in production 2. Follow-up with employee ***** 3. Adjust the free blind to every fourth most expensive one with reimbursement for the excess amount charged.

Business Response: We are very sorry that you are unsatisfied with your order process. We will have a manager call you ASAP with a solution to your issue.

Consumer Response: The representative was friendly, but was unable to offer any corrections to the order.  I will cancel the order as I was told I could do.  

Business Response: We will have a manager contact you tomorrow January 2nd. Our buy 3 get 1 free promotion works as they all do and the free blind is always the lowest cost of the 4. In the case you have 8 blinds, it would be the lowest 2 priced blinds or shades. As for the delay in shipping, it is our understanding you were waiting for samples to pick what you wanted and that played a role in the delay. Our agent notated that she has given you all the necessary tracking information. Hopefully our manager will be able to work toward a resolution for you.

1/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered three roller blinds for my newly remodeled bathroom. I provided accurate measurements of all 3 jamb openings and placed my order. When the blinds arrived, they were all too long. I contacted customer service and the representative was polite, an offered to send out new blinds if I took pictures of all 3 blinds with a tape measure displaying the actual length to show they manufactured them incorrectly. This was inconvenient because it wasn't my mistake, but I also understand why they need proof of the error. I emailed the pictures to the customer service rep. 11 days later, I received the replacement blinds and they were all too long again! At this point, I requested my money be refunded and offered to send all 6 blinds back to them because they are useless to me. Again, they requested pictures of the blinds. The customer service reps are polite, but don't have any authority to actually provide real customer service. They are basically a reseller and won't refund my money without the "vendors" approval. I stated that I did not purchase blinds from the "vendor," I purchased them from SelectBlinds and should receive my refund from SelectBlinds. They stated they cannot refund my money, only the "vendor" can agree to refund the money. Ridiculous! So, once again, I sent pictures of the incorrectly sized blinds. This was on November 20, 2015. On December 12, 2015, I received an email from SelectBlinds customer service stating the "vendor" is now requesting pictures of the finished widths of the actual window openings. I gladly sent those because my measurements are very accurate and am still waiting for a response. I read good reviews about this company, so it's been surprising how terrible the quality control of the product is, and the customer service isn't much better.

Desired Settlement: I would like a full refund.

Business Response: We cannot begin to apologize for the frustration you must be feeling.  We have one of our managers calling you tomorrow, January 2nd to find a resolution to the issue you are having. We are very sorry, but we will make this right.

1/7/2016 Problems with Product/Service
1/7/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On November 21, 2015. I successfully ordered (#*******) 2 custom blinds. Specifications were 33.75 wide X 105 height in canyon brown. In November 27, I get an email from ***** ******** stating that the blinds I successfully ordered on the their site don't come in the specifications their site allowed me to choose during checkout. I emailed ***** back the next day but got an email stating she was on vacation from Nov. 24-29. So on Nov 29, I called the customer care line as was told the same thing ***** had mentioned. So I then went to their website and saw that the same blinds were available in a regular cord version, so I asked for them instead, I was told by the rep that I couldn't get those either. I snapped a picture of their spec sheet which clearly outlines that the corded blinds can come in that specification.

Desired Settlement: I want the blinds with the specifications I ordered with or without the cord since I hired a contractor to paint the trim and the beams in my house to match the color of the blinds I ordered. Without that resolution I am out of $475 to contractor for a custom color paint job.

Business Response: We are very sorry for this situation and the frustration this has surely caused you. We have asked a customer care manager to contact you and find a resolution for you that will make this right. Thanks for bringing this to our attention.

Consumer Response: Their response says nothing as to how they will resolve the situation and no has called me as of yet. I want the blinds their site allowed me to order. Outside of that, no response will do.

Business Response: We have tried to contact you many times on the phone number associated with the order. We will try the number on the complaint today. IF we cannot get you what you need, we will refund your money. Sorry for the inconvenience.

1/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I initiated a return with this retailers within 3 month of the purchase date. By the time, the return policy is I can return up to $1000 of custom made shade towards future purchases. However, due to the delay of the customer representative, she never actually processed my return. When I called them again, they said the return policy changed and I have to pay out of pocket for the new blinds I am going to order. Every time when I called the customer service, they will say something different and they asked me to continue by email. But then everytime we started email communication, they will not reply me. I contacted them so many times and it is not going anywhere. This is absolutely crazy and frustrated!

Desired Settlement: Please refund me 331.85 to my amex card. I do not want to deal with this business anymore.

Business Response: We are very sorry that you are disappointed with your purchase with our company. We will have one of our Customer Loyalty Managers contact you. I am sure you are aware that you are well outside our posted 90 day return policy, but we will attempt to find a resolution that will work for you. We will be calling in the next 24 hours.

Consumer Response: Please take back your statement that I am way outside the 90 days return policy. I purchased the blinds on end of Mar 2015 and I started the return on early June. If you look at my donation receipt and my conversation with your customer representative, it is absolutely within 3 months of the purchase date. However, your representative never never processed my return. If all your customer service does is to delay the return process and blame your customer for not finishing the whole process by 90 days, then you will be well ashamed and close your business. This is such a b***t. I do not accept your response!!!

Business Response: We are sorry you are so frustrated,  when we responded we were simply going by what information we had available to us. It is our understanding this is now resolved. We are sorry for any miscommunication that may have frustrated you.

1/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a recent purchase with an order #3788117. I ordered 5 blackout slumber shades. One blind arrived damaged and all of the shades do not provide a black out feature and let in more light than my previous shades. There was no packing foam in the containers that is supposed to used to fill in any light gaps. I have attempted to contact the company for help with this matter, leaving both a callback number, voicemail, and a failed chat attempts. I am 100% sure that my measurements were accurate and every blind has a grotesque deduction making it impossible for them to work properly.

Desired Settlement: If the blinds are truly a complete black out shade, as the description states, I would like replacement blinds to be ordered that are an accurate representation of the measurements I originally requested. If the blinds do not provide the amount of black out I was intending on, I would like a refund for the purchase.

Business Response: We are very sorry for the problems you are having. The product your ordered should provide a complete blackout experience. We have a manager calling you tomorrow, January 2nd. They will take whatever action is necessary to resolve your concern.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,
******* *****

 

12/31/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered blinds for my father in law on 12-12-15 through Selectblinds.com. They had a Christmas special, that stated "you can order with guaranteed delivery by Christmas, or FREE!!" The issue we are having is the order wasn't complete. We are missing the head rails for the vertical blinds that were ordered. These were ordered to be installed before our family came over for Christmas. We contacted them the day they showed up on 12-22-15 and notified them of what was missing. We were told they would contact us by end of day on 12-23-15. This didn't happen, so I contacted them again today. They asked for pictures of what we received and I sent them over. The lady I was online chatting with said they won't be able to give us a refund since we received our items. Clearly we haven't received our items, otherwise hey would have been installed for Christmas. She offered us 5% discount, but that doesn't make up for the "received by Christmas or FREE!!" offer. I asked for a direct number to a manager to see if they could get this situation remedied, but was told that they don't have a direct line to a manager. Not sure why it's impossible to talk with someone in management when a situation like this happens. We were told we would hear from someone would definitely contact us by Tuesday, but we were told that one time before and we were the ones that had to contact them today. This is why we decided to file a complaint.

Desired Settlement: We would love to have the order that we placed, completed. We're not looking to receive handouts or freebies, but we feel that they should stand by the promise and give us a store credit for the blinds that didn't show up on time. They were running a Buy 3 Get 1 free special. We ordered 4 blinds total and received 1 complete blind. We are asking to received a credit for the 2 Vertical blinds that we payed for. The total for those 2 blinds was: $203.75. We would be more than happy to use the credit to buy more blinds. We don't think is too outrageous to ask for and feel this is fair. Our order number with them is: 3806028 We look forward to getting this issue resolved.

Business Response:

*******

 

We are very sorry that your tracks did not arrive with your blinds. We are still trying to understand how this happened. We are glad that we were able to come to an agreement that satisfied your displeasure and allows you flexibility for future orders. We will identify how this happened and make sure it does not happen to any other customers.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,
****** ******

 

11/27/2015 Problems with Product/Service
11/7/2015 Problems with Product/Service
9/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered blinds for 4 of my windows. Two of the blinds arrived and they were more than an inch short even though I had measured carefully, and had my partner witness as I put the information into the SelectBlinds website because I wanted to be absolutely certain they were correct. The website or the company's order processing had taken my order and rounded it down to the nearest whole number, and then Select Blinds deducted an additional 5/8 of an inch at the factory. The result were blinds that were too small, and leave light all around. I contacted SelectBlinds and they refused to replace the blinds without having me pay again. These two blinds were already $170 so asking me to pay again was truly unfair (certainly they have a warehouse full of blinds and could more easily resell the blinds they sent me, then I ever could do the same).

Desired Settlement: I simply want them to exchange the blinds for ones that are actually the right size (37 3/4 by 67 inches).

Business Response: We are extremely sorry for your unsatisfactory experience with us. YOUr concern has been passed to one of our customer care managers. They will be reaching out to you today.

9/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After requesting a repair on a blind that had a broken string (and paying $80 extra dollars on top of the blind cost), I also requested the blind be re-cut to be able to fit within my window box. I was asked to provide an EXACT measurement for the blind to be re-cut. When I received the blind, it was still to large for the window. I contacted customer support regarding the issue and was told to take a picture of the mis-cut blind to show what size it actually was. I patiently waited to receive my blind, but only received an email with an old order number from SelectBlinds and a comment from the customer representative that it was submitted to be remade and re-cut. I was also given a tracking number that was an old tracking number from the old order I had placed for a different blind over a year earlier. When I informed the representative about this issue, I was told that their vendor that makes the blind said the re-cut blind and measurement was within the "Tolerance" levels from their factory. The comment from the representative (quoted): "for the other order the vendor is saying that you have requested 58.75 and it looks like the shade measures 58.875" which is within tolerance for the vendor. They said they have and 1/8" +/- tolerance on all our products. " Never was I told that I should expect my blind to be within some tolerance level. I received with the paperwork for the miscut blind a note that says "SHADES NEEDS TO BE CUT DOWN TO 58.75" EXACT"

Desired Settlement: Fix the blind as promised with the measurements that were provided as specified to be EXACTLY as measured.

Business Response: *****,

I have been unable to locate your order with the information you have provided. I found an order from 2013, but nothing on the dates you specified. I will have one of our managers contact you to try and clear up the confusion. You will hear from us in the next 24 hours.

9/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered and received 10 cellular blinds from Selectblinds.com and one of them came up short. I communicated this to **** ****** and received an immediate response with tips to checkout the blind fully. Since none of these tips helped make the blind longer I sent him pictures of the short blind. I have sent him numerous emails wanting an update, as well as phoning him only to hear that he is not available. The one and only communication I have had with Mr. ****** was on July 31. 2015. I have talked with one other person regarding this matter only to be told that **** would get back to me, which he has not. I also chatted with a woman the other day and heard the same from her, to no avail.

Desired Settlement: As I requested from Mr. ******, I would like replacement of the blind that came up short.

Business Response: We are extremely sorry for the poor service you have received in this situation. One of our managers will be contacting you today to update you on the status of the solution and apologize for the failure of our team to properly communicate with you through this process. This is not typical of our service and we believe you will be extremely satisfied with how we handle this from here forward. We apologize for the frustration this has caused you.

Business Response: We are extremely sorry for the poor service you have received in this situation. One of our managers will be contacting you today to update you on the status of the solution and apologize for the failure of our team to properly communicate with you through this process. This is not typical of our service and we believe you will be extremely satisfied with how we handle this from here forward. We apologize for the frustration this has caused you.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* *******

 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* *******

 

8/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered blinds 70w 80L I received vanes that were 78 1/4 long. Light shines through the bottom. I called right away. I was told another set would be sent right out. I sent the pictures they asked for. I called again and was told the order was put through and I wouldn't have to return the incorrect ones. After that I called to find out when they shipped and yet another agent told me I was given wrong information and the manufacturer would not remake the blinds and that when you order an 80L they send 78 1/4L vanes. I have not heard of such a thing like that. Nothing was said to me when I ordered over the phone. I would like to think I ordered from a fair and ethical company that works to make things right but the last agent pretty much hung up on me. I would really like this resolved.

Desired Settlement: I would like select blinds to keep their word and replace the incorrect ones. I haven't dealt with many reputable companies that have this kind of customer service?

Business Response: I am sorry that you are so disappointed with your product. One of our customer care managers will reach out to you in the next 24 hours to discuss and rectify your problem.

8/3/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I placed my first order with Select Blinds on July 2. They state that they have a 5 day delivery turnaround time on their website and that you can cancel by either contacting a representative or in writing (I have done both). I have been waiting 12 days and they have told me that on July 10 my order would be shipped. Then on July 13, I am being told that its in production but they have no shipping date. I told them to cancel the order. They do not have enough people to answer their phones and they have not returned my calls. ****** **** has informed (via email) me that they will not cancel the order and will not refund my money. I know that this order has only been sitting in their production queue because that is the last email update I have had on July 6. They do not tell the customer the truth as to the timing of their orders so that they can keep their money. If they don't credit the customer why on their website do they announce that this can be done. You cannot get through their phone lines and when you leave your number, no one calls you back because they are earning money and don't want to be bothered with problems.

Desired Settlement: I want my money to refunded and cancel the order. They cannot deliver on time and expect the customer to wait weeks for a production item.

Business Response: Ms ****,


I want to start with an apology for the poor experience you had with our company. We pride ourselves on delivering high quality products with quick turnaround times. We failed you in the quick turnaround department on your order. We will be giving you a full refund on your order. We apologize for any inconvenience this has caused you.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ****

 

6/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We measured a window and gave dimensions when ordering window blinds. The product shipped was a half inch too long. We ordered a second set. Blinds sent were again too long. Ordered a third blind. Again too long. We shipped all three back and now the factory says their blinds were the correct length according to their factory production and now our refund has been denied and they expect us to pay for the return shipping. We even sent photos to prove the blinds were wider than the window and still we are being denied a full refund. I will never deal with Select Blinds again.

Desired Settlement: We are asking for our $47.43 order to be refunded.

Business Response: *********,

I have asked ****** ******, our Customer Service Manager to contact you and resolve this issue. I know I speak for all of us when I say we are very sorry for the frustration this has caused you and we will make this right.

5/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I order three blinds from Selectblinds.com. One of them cannot be hung because they sent me the wrong bracket. I contact their online chat staff three times. None of them could provide tracking number or proof of the part shipment. The first request was on 3/10/15. I haven't got any email from them for eight days, nor have I received any replacement parts.

Desired Settlement: I would like them to replace the entire solar shade if they could not find a suitable part for my request.

Business Response: Valued Customer,


I want to apologize on behalf of our entire organization. Our team has dropped the ball on resolving your issue. I have asked a manager to contact you today and resolve this issue. Again, we are very sorry for your inconvenience, but we will get this resolved immediately.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I order three blinds from Selectblinds.com. One of them cannot be hung because they sent me the wrong bracket. I contact their online chat staff multiple times. None of them could provide tracking number or proof of the part shipment. The first request was on 3/10/15 and did not get any answer until I complained with BBB at 3/19/2015 They finally responded after I filing the complaint to BBB. However, they still not able to solve my problem. They sent wrong parts (obviously they do not know what they are selling) and gave me a line which hard to reach to a service person again. Now I still end up to have a $150 worth blind sit there cannot be installed due to the lack of proper parts, and it already passed the date to be return (due to the unprofessional and lack of responses for their customer service) Either they send me a proper part for installation or give me the full refund for this unusable product. They should pay for the shipping if they want me to ship this back.

Regards,

******** ****

Business Response: We want to apologize for the issues you have had getting the parts you needed for your shades, but we believe everything has been rectified. If that is not the case please respond to the complaint. 

4/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Placed an order with Selectblinds.com on March 13th 2015. When I was placing the order I created a profile with my right mailing address (I just moved) and personal information. The next day I called to correct the size since I realized that I was few inches off. I got no email with the confirmation of the change, no email with the shipment notification, no email with the tracking number, just few emails from selectblinds.com asking them to review the order and when I selected that I didn’t receive the order I was told to be on lookout for an email with the shipment notification. Couple of weeks passed and I started to worry. I wet on the website to check the status and it said shipped and expected delivery is the 24th (it was March 27th) I also realized that it was shipped to my old address. Immediately I called supervisor of my old building to find out if I received any packages, nothing was there and there’s no new tenants in my old apartments yet. When I called customer service of **********.*** I been told that they need to do research and locate my package, it will take 3-5 business days and someone will contact me with what is the next step is. Never got a call. Called back in a week really up sad and been told that the blinds was cut already and been shipped! At that point I didn’t want to do any business with then and ask for refund and keep their blinds, but I been told they can’t do that. I finally got a call from the super of the old building letting me know that I got my first package. I had to go all the way to NY from NJ to pick it up and when I got home I realized it was the wrong size that I ordered originally!!! Today I got a text message from the ***** notifying me that I go an order deliver from selectblind.com to my OLD ADRESS again!!!! Trying to reach any supervisor but looks like they all too busy for my problem (the supervisor in the meeting), I was promised a call back and never got one! The worst customer experience ever!

Desired Settlement: I would like a phone call, any acknowledgement that my business worth anything to them. I would like to get my blinds to the right address and rite size and I would like my money back. Because this is unacceptable!!!

Business Response: We want to start by apologizing for the inconvenience this has caused you. We show this situation has been resolved. Should this not be the case please let us know.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have no idea how selectblinds.com consider this issue resolved. I haven’t been contacted by anyone from the company and if they actually check their records they will see that the blinds were resend to the wrong address again (when this was the original issue). I don’t live at that address for 2 month; it’s in the different state and has no intention to go there or try to find out where is the package. So as of today I still didn’t get a refund nor do I have the blinds (the rite size). So this issue is defiantly NOT resolved and I’m getting even more aggravated by the respond that selectblinds.com thinks  it is resolved.  

Regards,
**** ***********

Business Response: We have issued a credit against your order. This is why we feel the issue is resolved. I have asked my customer care manager to contact you to confirm we are agreed. I apologize for the frustrating circumstances around your order. I am hopeful we have reached an agreeable solution.

4/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Two of my blinds were not correctly sized/measured which resulted in a manufacturing error. I want them them to be corrected and sent to me within the appropriate time frame. I did not receive my merchandise correctly and this is an error on their part.

Desired Settlement: The blackout blind needs to be 23w and inside mount as decribed, and the 2nd bedroom window was never captured correctly. It should be 34 7/8W. Please send the replacements out at once.

Business Response: *********, I have asked our customer service manager, ****** ******, to contact you about your issue. We are extremely sorry for this inconvenience and any frustration this may have caused you.

4/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Company advertised 35% off entire order plus buy 3 get 1 free. Ordered blinds. The blinds came in the wrong size. I sent them back at my own expense. I then used store credit to buy the correct size. They did not apply my original discount and overcharged my card by $30.49. When I called to resolve the issue, customer service was very rude and abruptly ended the conversation -saying "we had the to eat the cost with the first set -so you don't get special privelages." I was very upset that I spent hundreds of dollars at selectblinds.com to be treated so poorly. They charged my credit card anyway. The order has not shipped as of 30 Jan 2015.

Desired Settlement: Please credit my credit card back $30.49. I would also like an apology.

Business Response: Ms. ***********,

I am very sorry that you are so unhappy with the resolution. I have a manager reaching out to you to discuss your perspective. Here is what our records and recorded conversations show happened:

1. You ordered blinds as an outside mount, meaning they wuld be mounted to the wall and not inside the frame of the window. Unfortunately, they were cracking the trim around your windows when you attempted to install. (No mention of incorrect sizes in the call, simply the product won't work in the measurements provided as they would need to be smaller to fit inside the frame of the window. This is a decision made by the consumer and not something we can control.)
2. You called in and we agreed to remake the blinds at different sizes and make them so they would mount inside your window frame after you returned the blinds that were ordered and would not work for you based on the fact that they were cracking your trim.
3. We processed the new order with store credit from your original order. In your original order we had a promotion that gave a free blind away, as nothing was paid for that blind we cannot give store credit towards that blind.

If you felt we were rude, we sincerely apologize and we are sure the manager that calls you will apologize as well. We want you to be happy, but we have to start from a position of having all the correct facts. If you feel we have misconstrued the facts, the customer service manager will be able to verify anything you feel we have wrong in our response. We are sure we can come to a satisfactory agreement for all parties involved.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


I am pleased with the apology sent back from selectblinds.com. However, I was under the impression that I would receive the same deal as the original order. Therefore, I would like to have my credit card refunded the difference. The fact that I used store credit to buy inside mount instead of outside mount has everything to do with the blinds being the wrong size. The website has measuring instructions- which were followed perfectly and re-checked 3 times over. The frame was cracking because there was room to screw the blinds in. The blinds were ending too close to the inside of the frame (were talking centimeters from the actual window... No room to screw all the holes). Therefore, I went with my own measurements for the next purchase and they fit perfectly. Lets not forget I paid return shipping on top of the several hundreds of dollars and weeks I spent waiting without blinds on my windows. No privacy.
?
I would like my refund.

Regards,

******** ***********


Business Response: We will apply a credit to the reorder for a free blind to resolve this issue.

4/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After repeated attempts to contact Select blinds. E mails/ no response. Phone call. On hold for 25 minutes only to be told to leave a number. I have again attempted to contact said company about a broken blind Broke within a few days od installation. The absolute worst customer service. Actually there is no customer service. I either want blind repaired or replaced or refund.

Desired Settlement: I want my blind replaced. I'm sure it can't be repaired as the cords have broken on a bottom up / top down blind. Or refund.

Business Response: ***,I am very sorry for your poor experience. I have asked our customer care manager, ****** ****** to give you a call and correct your problem.

4/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Inside mount 2" wood blinds were ordered and received on 03/03/2015. The valances that arrived with these blinds are outside mount which are incorrect and will not work. SelectBlinds was contacted the same day and 5 photos were sent showing their mistake. As of today 03/18/2015 the correct inside mount valances have not been sent. I have spoken to ****** via live chat and ********* ****** in customer service. Both representatives say there are problems with ordering the correct valances that I paid for.

Desired Settlement: Send the correct inside mount valances that come with the inside mount blinds that were purchased.

Business Response: I want to apologize for your poor experience with our company. I have asked our customer care manager to contact you regarding your experience and resolve any outstanding issues.

Consumer Response:  Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

** ******

 

3/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The product doesn't work for the application. It is substantially different from what was advertised. I am unable to reach them at any of their numbers. I don't want to send back without authorization and a proper address, they have several locations.....

Desired Settlement: Refund to ******

Business Response: Ms. ********,We have tried to contact you by email as you did not include a phone number with your order. I have taken the phone number from this complaint and added it to your account. One of our managers will be in touch with you today.  I'd like to apologize for the difficulty you have had in reaching us. Our promotions have been very popular, and have greatly increased wait times.

3/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed and order for blinds. the first one I hung was defect in that it will not roll up all the way. Was very difficult to hang so I was unhappy that is hands down 9 inches from the top. I ask them to send me a replacement and they said I had to pay for shipping to return. Keep in mind it is 87 inches wide. The they said they would send me a video and I could watch that and go back and take the blinds down ( which takes two people) and maybe fix it my self. The supervisor said they would knock off $47 for my headache. I explained again that it should have came correct from the factory working properly, but they do not seem to care. Their customer satisfaction guarantee is a joke. I spoke to the supervisor, he did not care period. He said I could pay to ship back the defective product or watch some video, take the blinds back down and try and fix it myself and then rehang it again if I fixed it. We did not buy blinds to have them come in defective or wrongly set up, and then to have to try to fix them ourselves. They should check the product prior to shipment to insure quality control. The blind is defective!! Feel free to contact me if you need additional information: They say We take great care in constructing your custom products. Because your order is being created according to your exact specifications, we hold most orders for 24 hours before sending them to production, allowing you to make necessary changes to ensure a perfect fit. For exact production times, please refer to the individual products.

Desired Settlement: I spent 40 minutes on hold and on the phone with them and speaking with the head supervisor (at least that is what he told me). He did not care whatsoever to resolve the issue! At this point I want a refund. They can have someone pick up the blinds. Order total was $474.84 . Barring them doing the right thing and refunding my money and picking up their blinds, at a minimum I need a credit for $204.93 back on my credit card for the cost of the one that we already know is defective.

Business Response: I have reviewed the notes on this order and it appears we have resolved the issue. If that is not the case please respond to this request again.

3/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We received product that was misrepresented by the sales person- we were told product was not hollow, and when we received it, we found it was indeed hollow. After a very lengthy and frustrating process, the head of Customer Service, ******, agreed to a full refund if we would send the product back. We got this agreement in writing twice. Select Blinds received the return shipment (we have confirmation from their preferred carrier) almost 2 weeks ago, and have yet to receive our refund. I have emailed and called ****** directly several times over the course of the last week, and have received zero response from her regarding the status of our refund (which is almost $10,000). I can't even get a response to find out what is going on. I have also attempted several times to call the general Customer Service line. I get a recording that says they are experiencing a high volume of calls, and the wait time will be lengthy. After about 1 minute of waiting, the recording comes back on and it says they can't take my call. Then the call disconnects. Essentially, they agreed to refund my $10,000 if I would send back the product. Now that they have accepted the return, I can't get one single person to respond to my calls or emails. They are holding my almost $10,000 hostage, and I can't get any response whatsoever. I consider this theft at worst and horrible customer service at best.

Desired Settlement: I would like an immediate response letting me know that they are working on the refund, and I would like my money refunded as agreed upon by them in writing.

Business Response: Ms *****,

We take your claim very seriously. Our CEO will be contacting you today. We have refunded all of your money except $1200. That amount will be returned to you on Monday. We are very sorry for the level of frustration this has caused you.

3/8/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: purchased blind in 2008, they claim the separation was normal wear and tear, they offered to sell me a replacement for a higher cost than what i paid. this product was never abused or used in a manner it was not intended.

Desired Settlement: request they honor the lifetime warranty advertised on their site and a replacement of the blind.

Business Response: ** ********

The product you ordered was a closeout product, We do not make it anymore. If you look at our warranty page it clearly spells out the fabric separation is not covered under the warranty after 3 years. I have included a link here.

**************************************************

It is always our desire to never have an unsatisfied customer, I will have our customer care manager reach out to you and try to resolve this concern in a way that will satisfy this complaint.

2/8/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered shades from company. Prior to ordering I ask if they would have product delivered by 4 jan 2015. Based on their answer "yes" I ordered shades. I called and they told me they will not ship until probably after the 5th. I told them to cancell the order and return the money. I was told they could not do this and if they could I could not get my money back, just a store credit. I spoke with **** a supervisor who told me the same. I told him the only reason I purchased the product was because it would be here prior to the 4th. When I spoke to a rep on the phone prior to the purchase that I need them prior to the 4th and will the holidays be an issue. I was assured it would not be. I want my money back and because of this incident I do not want to use this company so I do not want a store credit. I want my money back. **** * *****

Desired Settlement: The only way to make this better is to refund my money to my credit card.

Business Response:

1/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

On May 5, 2014 I entered the selectblinds.com website - I help a friend with decorating here in Texas -she needed to order Roman Shades, so I entered the site mentioned above. For some reason I could not see on the screen what I was ordering, so I called the number on the screen, and the operator helped me to complete the order, so I wrote down the details that the operator gave me, but I never got an email from then with confirmation of the order from them. I asked for the shades to be delivered to my client's address but when the shades were delivered, my friend was out of the country on vacation. When she got back she opened the box and found that one of the shades was made of a different material. She called to tell me about it, so I went and got the shades. After I got home on July 28th 2014, I called and I spoke to someone by the name of ******* and she told me what to do to return the shades. But the day after I talked to her I fell off of a ladder and fell on my tail bone, therefore I was disabled for three weeks. 'Then I shipped the shades back via.'UPS and that cost me $60 some odd DLS, - I cannot find the amount right now - and I did so following the instructions given to me by *******. They were supposed to let me know when the shades arrived so that I could reorder, but it took a while before they let me know that they had arrived. Then I spoke with a lady by the name of ***** ******, who took the replacement order over the telephone, the three roman shades of the same fabric SOLID NEUTRAL that I had told the operator on the original order # ******* for the amount of $823.29 - The replacement order is #******* and at this time ***** ****** was doing the transaction, and she told me then that it was an even exchange. But when she emailed me the transaction the amount was $617.47 So I wrote ***** a note telling her that the new order was NOT AN EVEN EXCHANGE, to please refund $205.82 to either my credit card or to send a check in my name to my address. The Roman Shades arrived on October 9th 2014 which they had shipped to the wrong address! 

During the times that I spoke to ******* and ***** about this matter, I was NEVER told that they do not do refunds. Their website says that returns are accepted without questions asked, but it does not say that refunds are only credited to the client's account with the company, When I talked to ******* it was less than 90 days since the original order. After I wrote to ***** asking her for the refund, then she wrote telling me that they did not do refunds, only credit to my account with the company. I told her that I do not have an account with them. Then I called and talked to some supervisor who told me the same thing.

Desired Settlement: please refund $205.82 to either my credit card or to send a check in my name to my address.

Business Response: **** **,

We have reviewed your case. We allowed you to return the product well after our 90 day stated window for allowing returns. WE have issued store credit of the full amount of the return. You still have the remaining balance that can be used as store credit towards a new purchase. As it states in our policy, we sell custom manufactured goods and only offer store credit for returns. We stepped outside our policy to help you with this transaction.


Consumer Response: Hello, thank you for contacting me. I had not been able to get back to you because my husband has been diagnosed with prostate cancer, therefore we have been very busy with doctor’s appointments etc. So I do not have time for this anymore. However, their website did not say anything about what the are claiming, it said to return whatever the customer is not satisfied with and NO QUESTIONS ASKED. But now they are telling something else. I wonder how many other people have been duped by them? They are stealing $205.82 from my friend that I assist, with her decorating needs!
 
Thank you,
 
**** ** *******.

1/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered Shades from Select Blinds that totaled $648.39. When I received my product in the mail 11/10/14, the Head Rail on the Shades I received did not resemble anything like the one displayed in the images of the product online. The picture online showed a square head rail and the one I received was curved. Website product link: http://www.selectblinds.com/cellularshades/select-single-cell-light-filtering-shades.html I spent many months deciding on what blinds I wanted to order from their website. I took measurements multiple times, spoke to costumer service representatives about questions multiple times, and ordered samples. The blinds I ordered where Select Single Cell Light Filtering Shades. The head rail on this product is square in appearance advertisement photos. I confirmed this with a customer service representative before I placed my order and after I received my order in the mail. I also, confirmed that because I asked for the "free cordless upgrade" the shape/design of the headrail would be the same. I was told yes to this inquiry by customer service representatives before my purchase and I after I received the product. When I told the customer service representative what had happened to the blinds I ordered he put me on hold to speak with a manager. When he came back, he told me I had received the shades I had ordered despite the headrail. I told him that I did not just purchase a shade. I purchased a specific shade, headrail, and mechanism for the designed product I ordered. I also, told him that I spent a lot of time researching which product I wanted and asked all these questions to a customer service rep before my purchase. After that I told him I spent a lot of money on my order too and that what they were telling me did not make sense. He talked to a manager again and said they couldn't do anything because I made my purchase with store credit. Then he said I can take pictures and send them to him and they can check with the manufacturer to make sure I go the correct product. I sent the pictures and was told I received the product I ordered. I have not doubt that the product I received and ordered does not match the advertised head rail design. Each blind and shade on their website has a picture and they are all different. I should have received blinds that look like the ones I ordered. Select Blinds has a Satisfaction Guarantee. I am unsatisfied that the blinds I received do not look like what I ordered and the company has not honored their satisfaction guaranteed.

Desired Settlement: Because of their Satisfaction Guarantee and because I have had trouble placing orders twice, I would like a refund for my order.

Business Response: It appears we have resolved the issue. I am really sorry about the experience you have had. I see ***** in customer service is handling your request. She will absolutely handle your concern in the best possible way.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Yes, I have been in communication with ***** and she said all the business was willing to do was a one time only final exchange. The exchange options do not meet my satisfaction. ***** sent me samples of alternative head rails that might be square like, but they look nothing like the one I thought I was ordering originally. Also, she gave me the option of doing a corded version of the shades so it will look like the headrail in the advertisement of the shades I ordered. Here is the problem, One of the two main reasons I bought the shades was because I wanted cordless. On the website it shows pictures of the Select Single Cell Light Filtering Shades, with a square head rail, and with and without a cord. Further, I was told by multiple customer service representatives that if I ordered these shades cordless the head rail would still be square like in the pictures. I would like a product that looks like the one I ordered or has the same dimensions, square headrail, and is cordless; otherwise I would like a refund.

Regards,

********** ******

Business Response: I have asked ****** ******, our Customer care Manager to call you about this order. We have stepped outside our policy to allow you to return something outside the 90 day return policy that we offer. She will go over the pictures with you, but corded shades and cordless shades have different headrail systems. A full refund is not an option, we will however continue to try and help you find something that will work for you. I am sorry this process has become so difficult, but I am sure Ashley will be able to take care of your problem.

1/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received my order on 12-1-14 and the valance on both blinds were defective. I called and sent photos on 12-4 asking for replacement valances. I have since called five more times talking to three different people and cannot get an answer on my request. It is very very difficult to get someone to even answer the phone and then the standard statement is "I will forward your request and get back to you in 24-48 hours. It is 12-12-14 and no one has gotten back to me with a answer.

Desired Settlement: I want replacement valances that work.

Business Response: *****,

We are extremely sorry for the poor communication you have received on your order. This is not indicative of how our team performs. ****** ******, our Customer Service Manager will be reaching out to you in the next 24 hours. We are very sorry for the frustration this has caused you. It will be resolved immediately.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

***** *******       I do not want another apology or broken promise of a return call in 24 hours. I want my replacement parts.

1/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On December 9th I ordered blinds for the second time from this company. First off this is not a quality issue or anything as I love the blinds. Anyway, on December 20th my order arrived. I had ordered four blinds, two of those with a shared valance. Well I only received one shared valance. The other shared valance was about two inches too short. This is my fault as I forgot to add the additional overhang on the valance. When I called selectblinds to ask them about not receiving the one valance and about the other one being too short, I was told that they would happily send me out the missing valance but it would have to be in the length of the original one ordered. I was told that if I wanted to receive longer valances I would have to order them separately and pay for them. This cost plus shipping would be more than half the cost of the blinds they are going on. This is selectblinds.com return policy: Returns and Exchanges Here at SelectBlinds.com, we want to make the returns process as easy and pain free as possible. We strive to provide 100% satisfaction on every customized order, but we understand that sometimes there are measuring mistakes. If you’re not completely satisfied, you can return your product within 90 days for a full credit towards a new purchase. Keep in mind that the customer is responsible for the cost of the return shipping. Because shipping costs can be very expensive, we allow you to take advantage of our shipping discounts by providing you with a prepaid return shipping label. We will simply deduct the cost of shipping from your credit. It can’t get easier than that. We will do everything in our power to provide you with a product you love. SelectBlinds is a company dedicated to making our customers happy. Our returns policy shows you that the customer’s satisfaction comes first, no matter the cost. If the above policy is true then I should be able to return the one valance I have for a longer one and them merely substitute the longer valance on the one that I never received. I have no problem with paying return shipping as their policy requires. That certainly is going to be cheaper than approx. $75.

Desired Settlement: I merely want to have the one valance that I have replaced with one that is 82" long and another 82" valance shipped with it to replace the one I never received in the first place.

Business Response: *** *******

I am very sorry for the poor experience you have had with our customer service team. I have asked one of the managers to contact you and resole this issue for you. I am confident we can resolve this quickly.

12/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered eight (8) custom-fit (4 remote controlled blinds) through Select Blinds website. Blinds were cut 1-1/8" short in width, 3 remotes were missing, the 1 remote sent was refurbished, filthy and scratched, and battery packs were missing. Upon contacting them, they sent additional refurbished, filthy and scratched remotes. After dozens of email correspondence with their customer service including photos showing the shades were cut short, they refuse to acknowledge that their product is miscut and ill-fitting, allowing over an inch gap in the windows, I recently received a return authorization three after three months of dispute. However, the customer service representative claims that Select Blinds will determine if the product is acceptable and return it to me and my cost OR issue store credit in the amount of $1,874.69 that was charged to my credit card. Neither of these solutions is acceptable and I stand firm that I am due a full refund for these inferior products and do not want store credit for more inferior products. This amount is currently in dispute through my credit card company.

Desired Settlement: I am requesting that Select Blinds issue a credit to my ******** card in the amount of $1,874.69 as the shades have been returned to them via ***** on 11-13-14. Thank you.

Business Response: I see you are working with ***** on this order. I apologize for the poor delivery of the order, but I am confident ***** will be able to handle this for you.  If he doesn't solve your issue, please respond to this complaint again.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Filing another complaint does not resolve the issue of Select Blinds owing me a full refund for their inferior, refurbished and miscut products which were returned to them via *****.

Regards,
********* *******

Business Response: This issues should be resolved. We issued a refund for the order.

11/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered 12 shutters in total on SelectBlinds.com since August this year. On their website, under the "No Hassle Return" section, it states, "Here at SelectBlinds.com, we want to make the returns process as easy and pain free as possible. We strive to provide 100% satisfaction on every customized order, but we understand that sometimes there are measuring mistakes. If you’re not completely satisfied, you can return your product within 90 days for a full credit towards a new purchase." There is no small font exclusions or what so ever regarding their return/exchange policy. However when I need to return and replace two shutters that came in slightly big (can't fit into my windows), their customer services gave me different answers every time when I called. I emailed pictures, new measurements, etc upon their requests. It has been two weeks that their "shutter specialists" just ignored my phone calls or emails. Now whenever I call customer service, they will tell me their shutter specialists will call me back and no one ever did! It seems that there is no other solution other than filing a compliant against them for not honoring their return policy.

Desired Settlement: I will need remade of the two shutters based on my new measurement sheet that I emailed to the shutter specialists.

Business Response: We are extremely sorry for the delay in response to your issue. It appears the issue is resolved, per the notes on the order. If that is not the case please respond to this indicating we have not met your expectations. Thanks for allowing us the opportunity to  provide you with these shutters.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *****

 

11/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ORDERED 3 BLINDS 2 BRUSHED ALUMINUM, 1 BLACK. THE BLACK ONE CAME WITH A SMALL SCRATCH ON IT. I ASKED IF THERE WAS A TOUCH UP PAINT OR SOME OTHER WAY TO COVER THIS SCRATCH. THEY REQUESTED A PIC OF THIS SCRATCH, WHICH WAS SENT. TOO DATE, NO REPLY EVEN AFTER A COUPLE OF FOLLOW UP EMAILS. I WAS GOING TO ORDER 14 MORE BLINDS BUT AT THIS POINT, I DON'T THINK SO. I'LL GO ELSEWHERE. ALSO, THEIR PRICING KEEPS CHANGING FOR THE SAME SIZE & COLOR BLINDS, WHY???

Desired Settlement: I WOULD JUST LIKE TO GET THE SCRATCH FIXED, AND AN EXPLANATION OF THEIR EVER SHIFTING PRICE POINTS,

Business Response: I am extremely sorry for the poor response to your request. I have asked ****** ****** our Customer Service Manager to respond to you and get this resolved today.  I can address our shifting prices. We constantly update our prices to stay in line with our major competitors. High velocity products like mini blinds can be very turbulent. We can honor a previous price for you if you have an order at that price. I hope this helps you understand.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. I have received a replacement blind in this matter. Too bad I had to go thru the BBB to resolve this issue. Also, I reject their pricing explanation and I have ordered the rest of my blinds from ******* ****** * ********** At least their prices have been consistent and do not vary from minute to minute, day to day, week to week etc. Please consider matter resolved.

Regards,

L. Evans

 

9/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered over $700 in blinds from ****************. I ordered 32 1/2 inch blinds to fit my 33 inch windows. When the blinds arrived they were 32 inches wide. They fell right out of the bracket when we tried to install them. When I called customer service they told me that they always take 1/2 inch off of the ordered size so that the blind does not touch the inside of the window. Since I am an educated person, I ordered the size of blind I needed without assuming they would think I was not smart enough to account for touching the frame. When I talked to the "supervisor" he said I could ship the blinds back at my own cost about $400 or he would send me a piece to cover up the gaps from the too small blinds. Neither is an acceptable solution. I tried to have him look at the order form with me to show me where it said that they would make the blinds smaller than ordered. There is a small icon of a question mark on the page that would tell you that information. WHY would I click on a question mark when I know exactly what I am ordering? I am sorry that some customers do not know what they are ordering. I KNEW EXACTLY WHAT I WANTED. THEY DID NOT SEND ME WHAT I ORDERED. When you order...... Question 1. Color? Question 2. Size?------- does not specify size of window or size of blind. Since I was ordering a blind I entered the size of the blind I wanted. If I was ordering a window I would have entered the size of the window. Question 3. Mounting?

Desired Settlement: The desired outcome is simple. They send me exactly what I ordered and pay to ship back the product that they "thought I meant to order". I as the customer should not incur additional costs for the assumption of this company that I am an ignorant consumer.

Business Response: I believe this has been resolved. If not please respond letting us know. We are sorry for your poor experience wiht our company, but hope the resolution works for you.

9/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The blinds that were received were damaged without the outside of the shipping packing showing no obivious damage. This leads me to think that the goods were damaged prior to placing in shipping box. I was not able to install right away so they set in the box for an extended period before I opened and discovered. Now they don't want to help me.

Desired Settlement: Just wanted replacement blinds but after the treatment I received I don't want anything but a refund from these people.

Business Response: ******

We are very sorry that your blinds are damaged. As with any purchase, it is critical that you open the box upon delivery to inspect the contents as our ability to hold the shipping company liable for damage is very limited. I have asked one of our customer care managers to contact you and attempt to mediate a solution that will work for all parties. I am extremely hopeful this can be accomplished.

8/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 21, 2014 I called Selectblinds and talked to *******. I made a purchase with him that consisted of five blinds, from the ** **** ********** ***** **** ******, in ****** *******. This is one of two of their high end blinds. The first blind I received on July 25,2014 was defective and after sending pictures, they agreed to remake the blind on or around the 31st of July. I have not received the replacement as of today. The second blind I received was also defective. The liner was cut jaggedly and was showing from the side of the blind, another area on the side of the blind was cut unevenly and was indented from the side dimension, the twisted fibers section of the blind are loosely twisted and not consistent with the sample that was sent to me which were tightly twisted. I sent pictures to ******* regarding the first blind and also regarding the second blind, today, August 4, 2014. The third blind I have not opened and I have not yet received the other two blinds. The total cost of these blinds was $1961.20 which included a free blind, under their buy three get one free promotion. I just called Selectblinds waited on hold for 5 min and was told via a recording to leave a message and someone would return my call within one business day.

Desired Settlement: I would like a refund, and should not have to pay for return shipping since the blinds that I received and paid almost $2000.00 for were not made to the specifications and quality that I received in the sample, ****** ******* * ** **** ********** ** ******** *******. None of these issues are the result of incorrect measuring on my part or not ordering samples, which I did. These issues are all manufacturing and quality control issues.

Business Response: *******,

I am very sorry for the issues that have come up with your order. I have asked ****** ******, my Customer Care Manager to contact you regarding your situation today. We will get this resolved for you ASAP.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* ******
 

6/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed 2 orders with Select Blinds - the first order for $300 and the second for $800 I contacted Select Blinds on April 30, 2014 about 2 top down/bottom up double cell shades that we ordered that would raise back up about 6 to 8 inches when pulled down. They responded the next day asking me to let them hang in the open extended position for at least 3 days and if it doesn't "they would be happy to look at them and have them replaced". We kept them down for two weeks and no change in the blinds. On May 19th I wrote them again to advise that there is still a problem and I would like to know how they would like me to proceed with getting the blinds replaced. They asked me to email a picture of the blinds to them which I did on May 21st. On June 3rd i wrote them and asked what the status is on my case. After the 3rd time of emailing the pictures in a standard JPG file, they said they couldn't open the other files on one email account and had me send it to another one and then they could open the picture. On June 6th, I wrote and asked again what the status of the blinds are? They finally wrote back on June 10th "I am sorry about the long wait. We can have this picked up and made into standard lift if you would like?" I wrote back that I don't understand what standard lift blinds are and in a second email I wrote that I am not willing to accept blinds that are different from what I ordered as there are others in the same room. I also wrote that all 9 of the blinds I ordered on the second order were a little bit short but that the 2 corner ones are not acceptable with going back up 6 to 8 inches. I have not received any response from them at all. They just keep pushing me off with one excuse after another and it is getting very frustrating. As a repeat customer you would think they would just honor their 100% satisfaction guarantee...especially since it is Select Blinds fault by making the the wrong.

Desired Settlement: I want the correct size blinds that match the other 4 in this room.

Business Response: ***,

I cannot apologize enough for the experience you have had with our team. I assure you this is not typical customer support. I have asked one of our managers to contact you and resolve this situation. Thanks for your patience. We will make this right.

6/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This complaint is a supplement to the complaint I filed/closed with the BBC last month. I placed an order for (19) "2 1/2" Designer Basswood Wood Blinds under Order No. ******* for $2,027.22. I paid almost $500 in addition for handyman to hang the blinds. Every single one of the blinds ended up being defective. I tried multiple times to reach a compromise directly with SelectBlinds.com. They were not amenable until I filed a complaint with the BBC last month, at which time I dealt with ****** *******, who agreed to refund me half the cost of the purchase price ($1,013,.61), and without the need for me to package and return the blinds at my expense.. What now appears to be a clear bait and switch and failure to honor the written settlement agreement, this vendor has failed and/or refused to refund me this amount. On April 23rd, we agreed to the $1,013.61 settlement. After a few days, ****** contacted emailed me that there was a glitch in refunding my ******** ******* credit card and that she would issue the refund via check sent to my home. In ******'s April 29th email, she said the check was approved by accounting and that it would be mailed within 24 hours. After 2 weeks and no check, I sent a follow-up email to ****** questioning how it was sent in "24 hours", but not yet received. In her May 13th email she said the check was mailed on May 9th (ten days after what she originally told me). I followed up again with ****** and her reply was simply that I "should receive it shortly". As it is now May 16th (23 days post-settlement). I have neither received the check, nor any explanation why I have not received it, nor an offer to cancel the first check and send out a replacement, I can only gather this vendor has/had no intentions of honoring our settlement regarding the defective blinds I was sold. I will also be filing complaints with the respective Arizona and Pennsylvania consumer affair agencies.

Desired Settlement: Immediate issuance of $1,013.61 check (as per agreement) sent via overnight delivery, with tracking information to be provided to me by email.

Business Response: I believe we had a cross up in dates. The check was submitted for payment on May 9th, but did not actually get shipped until May 12th. In any event you should now have the check in your possession.

5/13/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchase a set of plantation shutters from this vendor on 03/12/14 on the amount of $600.20. Ordered through online system, and measured the windows as instructed. When shutters arrived, frame was incompatible with the design of the window, as it had trim. When contacted customer service, they told me that the frame requested was obviously incorrect, as that particular type of frame was incompatible with windows with trim. I pointed out that this was not disclosed on the ordering system. Representative offered to accept return for customer credit (even though their policy states "We guarantee your satisfaction by offering a 100% money back guarantee. This guarantee is good for 90 days, and is very simple. We guarantee that the blinds and shades we produce for you, will satisfy the window covering need that you ordered samples for, or we will do everything possible to make it right. This includes refunding your money, if we made a mistake making your custom blinds or shades. This guarantee is good for the 90 days after your receipt of the product), claiming that plantation shutters were not part of the satisfaction guaranteed and they were not returnable. They also told me that I needed to ship back the product at my cost, which was significant at about $200 for all shutters. Another representative suggested that I ordered standard frames , which I did on 4/1/14 at a cost of $127.77. When the frames arrived, they only had one hinge installed instead of four as the original ones. Drilling and measuring the additional hinges was extremely difficult due to the shape of the frame and caused alignment issues. On the installation videos there is no mention of the need to drill hinges as part of the installation process. The new standard frames were also about 1/4" narrower than my window, making them unusable. When I pointed this out, Select Blinds claim that this was due to improper measurement, but I measured all windows properly following their instructions. Most likely, this was caused by building a standard frame that would fit the door size of the original order. Their customer service has been nothing but defensive. Again and again they say that the shutters are not refundable, but nowhere in the description of the product nor the ordering process this is disclosed. Even the terms of service for this particular item explicitly state that there is a 100% money back guarantee. Nowhere in the website it discloses that shutters are exempt of either the satisfaction guarantee or no hassle returns. The solution the offer, that I should ship them back at my own cost, is not acceptable, as I would have a significant amount of money ( $727.97 to be exact) stuck in a store credit that I don't intend to use due to their poor customer service. Even if I purchase other items, such as shades or blinds, it is quite unlikely that I would be able to fully use this credit. Also, to get this credit would entail that I need to ship the items on my own. They told me that they would email me a shipping label so at least the cost of the shipping would be lower than if I paid it on my own, but so far this has not been forthcoming.

Desired Settlement: I would like Select Blinds to send me a shipping label for me to return the defective shutters and frames, and to fully return the amount of $727.97 to my credit card instead of store credit.

Business Response: *******,

We are extremely sorry for the frustration you are experiencing. We have asked ****** ****** our Customer Care Manager to reach out to you and help resolve this problem. We are confident she will make things right.

5/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January 17, 2013, I placed an order for (19) "2 1/2" Designer Basswood Wood Blinds under Order No. ******* for $2,027.22. I paid almost $500 to my handyman to have the blinds installed in my new construction home. My decision to purchase the blinds was influenced on positive reviews posted on the************.com website. (Based on my research online, it now seems likely these positive reviews are less than honest.) Issues began developing almost immediately with the blinds. Now, over a year later, we have had an issue with every single blind, ranging from malfunctioning cord locks, slats falling out simply when attempting to adjust the tilt, splitting tilter end caps, blinds failing to lift, etc. No one was able to operate the blinds without issues. Contractors, cleaners, our kids wouldn't touch them. I called Select Blinds twice over the last year, but was told each time that I could not return the blinds for a full refund; but I could return the malfunctioning blinds for replacements only and that I would have to do so at my sole cost and expense. I previously returned 2 blinds due to ordering the wrong length (my fault), and realized the shipping costs was almost as much as the blinds themselves. With so many malfunctioning blinds, I ended up replacing all but 3 (which are in rooms that are never used). Having clearly been sold defective blinds, I emailed Select Blinds requesting a full refund, less shipping to return the blinds, which I offered to pay. Today, Supervisor "******" called regarding my email. The only option she offered was to have me return all of the blinds to them at a discounted shipping rate, and they would return repaired ones to me. I explained to ****** that this was an unreasonable settlement, (1) that I had already replaced the blinds since my 2 attempts to have them repaired previously were denied; (2) I would have to pay someone to take down all of the blinds; (3) I would have to go through the trouble of boxing, shipping and paying for them to be returned to Select Blinds; and (4) *Most Importantly*, I would have to live in a house with no blinds (no privacy) in the interim. As a final settlement offer, I proposed a 50% refund and I would return the blinds to Select Blinds (at their cost for shipping). ****** refused. Last week, I ran my story by legal counsel and was guided accordingly. Please be advised that the blinds I have paid for in full are all malfunctioning. The issues we've encountered are inconsistent with the industry standards for such a product. It is incomprehensible how one family could encounter so many issues with all of the blinds and the validity of the online reviews is questionable . Inasmuch as it appears you have a warranty, the reality is, not many consumers will go through the expense of returning the blinds at almost the same cost as purchasing new. Rather than file a dispute with American Express, file a small claims complaint, etc., I wanted to first reach out in an attempt to reach an amicable settlement. I have all 16 blinds sitting in my garage and will gladly return them all to you at my cost, for a full refund. Please advise if you accept this settlement offer and, if so, how best to proceed. Thank you.

Desired Settlement: 50% (or $1,013,.61) refund. If Select Blinds wants the blinds back, they are to pay for shipping and shipping materials.

Business Response: Ms. *********,

I want to apologize for the problems you are having with your blinds. I have given your complaint to ****** ****** our Customer Care Manager.  She will be reaching out to you in order to resolve your concern.

5/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered Three Shades based on Measurement Instructions Shown on************.***. All three Shades came back with 1/2 to an Inch narrower on the Width, and about 3/4 to 1 1/2 longer on Length. I asked for Wand on all three Shades and they sent me One Shade with Wand and the other two with Chords. I called and emailed to file a complaint and got a response back from ***** ******. After explaining to her as to what the problem was she said she'll replace the two smaller window shades for free as long as I donate the other two. I have not received the replacement Shades or Shipping Confirmation from Select Blinds yet. I'm disabled so I had to find someone to install the 3rd Shade which is a Vertical Blinds for the Patio door and most expensive of the three shades. This one turns out to be 3/4 inch longer Vanes then what I ordered. Once again I contacted************.*** and got in touch with ***** ****. She asked me to email her pictures of the Shade and measurement of the Vanes. I emailed her everything she asked for and then I get a response back that according to them the measurement is correct and they will not fix the problem. But they will sell me a replacement for 40% discount.

Desired Settlement: I want them to fix all three shades to the specifications I ordered or refund my money back.

Business Response: ****,

We are extremely sorry for the situation you are experiencing. ****** ******, our Customer Care Manager will be reaching out to you to resolve this situation. We apologize again for what you are experiencing. ****** will resolve this quickly.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** *****

 

4/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am very unhappy with the blinds I ordered and they state on their website thaty have a 110% satisfaction guarantee policy. I have sent several emails to them and they will not respond. I will never buy from this company again and I have told all my family and friends not to either.

Desired Settlement: I would like for them to return the blinds for a full refund.

Business Response: Ms. *********,

We have received your complaint and are very sorry for the lack of response to your requests. I have asked a manager to contact you and resolve your issue. You should receive a phone call by the end of the day on Monday April 7th.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This isssue has not been resolved as of 4/9.

Regards,

****** *********

Business Response: I have reviewed the notes and we are actively working with the customer to address the issue.

4/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 3/16/14 placed order for 13 wood blinds. Blinds made in one day as advertised and then shipped - however, box 6 of the 8 box shipment was never delivered due to damage by shipper (I had to go to shipper location to identify), blind marked 'office' not useable due to damage, blind marked LRTM came with opening cord severed and blind marked MBR also damaged, notified Select Blinds on 3/21/14 and again 3/24/14. ***** ****** from customer service responded that 'office' and 'mbr' blinds would be re-made within 7-10 days and that a partial refund would be made (versus the full refund I requested, since we had to fix ourselves) on the LRTM blind, but would void the warranty. A re-make on the LRTM blind was also offered, but due to high ceilings and cost of renting a ladder, I chose the refund. As of today 4/8/14, we have not received the replacements or the refund(s). Erica represents that it is 'in process'.......Even from the second 3/24 notification date, it is approaching 14 business days to resolve anything - this, from a company that makes blinds in one day.

Desired Settlement: Based on the excessive amount of time involved and failure to deliver product within guidelines and time-frame quoted by customer service, I am requesting: *Delivery of the re-made blinds ('office' and 'mbr') overnight, by Monday 4/14 and refund of the purchase price for 'office' and 'mbr' as well, for failure to deliver original shipment as quoted and missing the 7-10 business day promise for the re-made product. *Full refund for 'LRTM' processed by Monday 4/14, since company will not honor warranty

Business Response: Mr. ****,

I want to apologize for the poor experience you have had with our company. It is not indicative of how we do business. I have asked ****** ****** our Customer Care Manager to contact you and make sure you are satisfied.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** ****

 

4/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered 2 woven wood blinds (totaling $2000) from Select Blinds which were received early last month. Great right? No. Two of the blind brackets were missing so we phoned asking them to get the brackets to us as quickly as possible. She told us the brackets would go out regular mail The brackets arrived 10 days later and were the wrong size. We then phoned this weekend and she said that she would mark it as a priority but didn't let us know when the brackets would arrive. Now I am living with a sheet in my window which is against my HOA code violations and I could be fined any day now. I needed the new 2.5 inch brackets to be sent via overnight Saturday.

Desired Settlement: I need a 30-40% discount for the inconvenience or I need select blinds to take the blinds back.

Business Response: *******,

We want to start by apologizing for all you have been through on this order. We strive to have the best customer care you will find anywhere. In your case we failed miserably and we are extremely sorry for that. We have asked that the brackets be sent overnight to you and we are working on a credit for you. A manager will contact you in the next 24 hours to resolve this situation. Your business is important to us and we will do everything in our power to turn this in to a positive experience for you.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* *******

 

4/8/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I ordered 4 custom blinds from SelectBlinds, 1 for our kitchen, and 3 for our living room. The order was received in good time, but the mounting hardware was missing for the 3 living room blinds. We contacted SelectBlinds and rather than asking what the specific part we were missing was, they just told us they would fix it and send the parts in about a week. We installed the blind in the kitchen and had not problems and were happy. About a week later a package arrived for SelectBlinds with the wrong hardware. We contacted them again, explained exactly what parts we needed and was again told to wait a week. The parts arrived and we installed the blinds. However, all three of the living room blinds had issues with the rolling mechanism used to raise and lower the blind, as well as the fact that they blinds would not stay level. When we contacted SelectBlinds they told us that we had to screw down the cord that allowed us lower the blind. We told them that we didn't want to do this as it would put a hole in our window frame and we wanted to make sure the product worked before we put any additional holes in our frames. We also mentioned that we tested our kitchen blind in the same manner and didn't have any problem, and then subsequently screwed down the cord. SelectBlinds told us to send them a picture. We did, and they again responded saying that we needed to screw down the cord. To show that the issue was not with the cord, and actually with the blind we took a vide showing the roller falling off the track, as well as blind raising/lowering unevenly. We received no response for over a week. I wrote an email expressing my dissatisfaction with the customer service and the hard time we were having getting any answers, and stated that if I did not receive a prompt response I would report the claim to the BBB. We then received an email stating they had done all they could and that they wanted the blinds to come in. They stated they would send a prepaid label with no instructions on whether the label would be for all three blinds, or how the blinds needed to be packaged (with packaging assumed to be covered by us). My wife responded that we had three labels and needed three blinds. We did not receive the label and about 4 business days later I called to say that we had not received the label. I was told the claim was just being entered and would be processed in 24 hours. Without any further instructions on packaging, estimated length of repair time, etc. I called SelectBlinds again. After being told there was significant call volume I left my number for a call back. After the person working the phone could not help me I asked to speak to a manager. I was told that no manager was currently working. I told them that some manager would have to be working and I would like to speak to them, I was told to leave my number and a manager would call me. About an hour after that I received a voice mail instructing me to send the blinds in and that if I had more questions to call the generic help line. After going on vacation I emailed SelectBlinds again to express my displeasure with their supposed "100% satisfaction guarantee" and that I would like a direct number to a manager so I could talk to them about my issues and ensure that my blinds were fixed. At this point I have received no response.

Desired Settlement: I am happy with the blind in the kitchen and if the other three blinds had worked the same way I would have no issue. I like the product and simply want to have finished blinds. With the way that I have been treated and the way that I have to drag information out of SelectBlinds (in an untimely manner) I would rather have them send replacements than repair my original blinds. I do not trust that the work will be done in a timely manner, and at this point I have been living with defective merchandise for far too long.

Business Response: We are extremely sorry for the issues you have experienced. We are having a manager contact you immediately to resolve this situation.

3/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: *******.com shipped the incorrect color item on Feb 26, 2014. After immediately contacting the company via email, bedding.com has not rectified the problem as of today, March 25, 2014. First they asked for a photo of the item (on Mar 3) which was sent that day. Then*******.com asked for a photo of the upc code on Mar 12, sent on March 13. All hoops have been jumped through, yet no communication has been received from this delinquent company since March 13, 2014 when they stated in email that I could ask for credit and return, which I promptly then did. I have sent two emails dated March 21 and Mar 25, asking for updates, and have received no response from bedding.com. I am left stuck with wrong product and ignored by this company... In need of help. Upon researching online, I have seen many others in same or similar sounding situations with this company. Please help.

Desired Settlement: Arrange free shipment pickup return, refund money back to credit card.

Business Response: We would like to apologize for the difficulty you have had in resolving your issue with our customer care team. We will have a manager contact you today about this situation. We are extremely sorry for the poor service you have received.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* ****

3/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, I ordered an item from Bedding.com in early December 2013. Due to a couple reasons (poor quality and damaged) I was not happy with the item and requested a refund. It was sent to me at no charge for shipping and I had to pay over $30 to ship it back. I would agree that I should pay the shipping if I had simply changed my mind, but it is absurd that I had to pay over $30 for a damaged item. My return was delivered on January 17, 2014 and per the company's refund policy it states it may take up to 10 days to credit back the refund. It is well past that time. I sent a written inquiry on February 4th and then again on February 6th with no response. Every time I call there is an extremely long waiting period. This entire order process has been a nightmare and all I want is my refund.

Desired Settlement: I would like the entire order refunded including my shipping costs.

Business Response: Credit for the order has been issued $147.55.  If the customer wants credit for shipping she can send the receipt to**************************** and she will process the check request.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** *********


 

 

3/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We ordered our window blinds from WWW.************.com Our order number is # *******. It was a total of 23 blinds for $906. We do not like 12 of the 23 blinds. They all are a little over 35 inches. The manufacturer would punch four holes in each slate was not mentioned in their website. So we did not have any clue about that when we ordered them. When we installed the blinds we noticed that. Because of more holes we are getting more sunlight even when we want to darken the room.We contacted************.com and told them about this issue so they in turn contacted the manufacturer regardind this but as the manufacturer feels 'OK' with these blinds we should pay for the return shipment to get the refund for these blinds.Why should we pay for the shipment when we were not fully informed by the website?They customer support agents are not very pleasing. One of them talks very loud over the phone and she even told me to put down the phone and stop wasting her time. How can she be so rude?They do not even reply to the email I sent them.One other member just put me on hold even while I was still talking and hung up on me after sometime.If they customer care is like this from where can I get help?Do we just have to compromise and get ourselves adjusted to the product which is not worth what we paid for?Please help us.Thank you.With regards,

Desired Settlement: We want************.com to pay for the return shipment and refund in full for the returned products.

Business Response: Ms. *****,

I want to apologize for the poor manner in which we have addressed your problem. There is no excuse for the type of communication our team has provided you. I have a manager contacting you today in order to bring your complaint to a resolution. I am quite sure there is a reasonable explanation for why the blinds arrived in the manner they did and I am confident we can work out a resolution that will make you happy.

Consumer Response:

Better Business Bureau:

Thank you so much for your involvement.

************.com representative has spoken to me and asked me to provide more photos of the blinds. I provided them with the photos. They still did not come up with any solution but they do have suggestions. I do not know how reasonable the suggestions are. I will talk to the representative tomorrow and only then can I say if the suggestions are acceptable or not.

Thank you once again.

Regards,

**** *****

3/3/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had purchased 6 blinds from Select Blinds. When they arrived I opened one and examined the quality and mechanics of the blind. That was fine. The problem occured when I tried to install the bracket. The holes in the bracket do not line up with the trim on my window. I didn't think that was going to be a problem because I have drilled holes in brackets before. The problem with these blinds is that were I needed to drill a hole was where the blind itself will sit therefore if I put a screw there, the blind will not sit correctly in the bracket. This company offers a 90 day satisfaction gaurantee. I called and said that I need to return the blinds. They said I could not because I didn't order a sample first. The sample is just a piece of the material. That was not the problem, the problem was the hardware. Then she said it was a special order and I could not return them. I ordered white blinds. I can understand if I ordered purple or blue blinds, but they are white. She also said that when they do get blinds back that they do not resell them that they donate them. I ordered 6 blinds and only opened one box. Even that blind was not installed. I feel I should be able to return these blinds. This company need to honor their 90 warranty. They also offer buy 3 get 1 free. They need to give their customers a better explaination of that. I thought I was getting 2 free blinds. Instead I got credit for 2 blinds on the order. I needed those 2 "free blinds".

Desired Settlement: I would like to return them or get my money refunded. My total order was 259.45

Business Response: ****,

I am very sorry about the frustration you must be feeling. I have asked a supervisor to contact you and resolve the issue. If we cannot get a bracket that will work for you, then you can absolutely return the blinds. We will be in touch within 24 hours.

2/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered two pleated shades for a client. In early December when their construction was completed, an installer hung the shades. The longer of the two shades had part of the fabric unattached to the headrail. I immediately sent an email detailing the problem to selectblinds. A few days later I sent a second email which received no response. About a week later, I called and spoke with ****** who asked if I would return to the client's home and photograph the shade. She agreed to send me her email address so I could send the photo to her. I took the photo but never heard back from ******. A few days later, I called again asking for a manager but reaching ***** ****** who said ****** was out and the manager was on the phone and couldn't answer. She gave me her email address and agreed to get back to me. I sent her the photograph of the defective blind. She replied that she received it and would follow up. Nothing happened. When I called back someone told me she would not be in for a few weeks. I then sent another lengthy email to their site recounting all the steps I had taken. I have never received a response. There is no way to get a response from this company

Desired Settlement: I think the company should replace the defective longer blind from order number *******.

Business Response: *****,

I want to thank you for speaking to me on the phone today about your order. You order has shipped and actually was delivered earlier this week. The tracking number is ***************. Please reach out to me if you need further assistance.



Sincerely,

**** *******
VP Operations
**************** ************
****************************

2/7/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company falsely advertises with their 100% satisfaction guarantee. You have to order samples first on everything you buy. Their website CLEARLY & BOLDLY shows and displays 100% satisfaction guarantee (BUT does not advertise you have to order samples first before you place an order). Once you order and something(ANYTHING) is wrong they will not honor the 100% satisfaction guarantee. The people on the phone are rude, unprofessional and crappy just like their cheap quality blinds I placed an order with them a few weeks ago. GO TO ******* for blinds, even they sell a better quality blinds than this quack outfit.

Desired Settlement: refund of my money

Business Response: Ms. ******,

I want to apologize for the poor service you received and the product that did not meet your expectations. I have  authorized a return for you. Someone from our team will be contacting you today.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ******

2/6/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered blinds on 12-16-2103 from company web site. Site offered delivery before Christmas and special pricing. I received order confirmation e-mail on 12-15-2013 and my credit card was charged on same date in amount of $215.36. I received e-mail on 12-20-2013 stating that my order was in good hands in their production department and should ship in the next 2-4 business days. Last I heard from them! No blinds delivered. No e-mail confirming shipment. Tried to contact them on 1-08-2014 at customer service phone number listed on website. (************) got message that call volume was unusually high and there would be a 10 minute wait. No-one ever answered. Repeated process, same result. Tried another extention option, same result. I clicked on e-mail link and sent them a message outlining my complaint, asking them for immediate resolution and information regarding order, or immediate refund of my money. Looked on BBB website and found their rating status is being reviewed.

Desired Settlement: Immediate delivery of product ordered or refund amounts charged to my credit card. Since there has been no response to my inquiries, I am concerned this company is either unreliable or unworthy of my trust. The fact that they show BBB accreditation, but their status is being reviewed, also has me concerned.

Business Response: I want to start by apologizing for the poor execution your order has received. I have asked a manager to contact you today and resolve your concern. I do not show a back order in the system and I am not sure what has caused this extensive delay on your order. We will call you this afternoon.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Copy of correspondence is attached below.  Company did respond to complaint, offered price adjustment and shipped blinds.  However, the wrong product was substituted.  I will advise you as to how they resolve this matter. 

***** ******

Simas-
 
Blinds came today.  I suppose that is progress.  However, instead of the Grand Pleated Shades, there was a substitution for a Prism Pleated Shade.  Instead of the color Powder, which appears on your website to be a light brown color, there was a substitution for the color White. I also noticed that the width of the blind was adjusted from 22 3/4" to 22 1/4".  The width of the existing blind we are replacing is the 22 3/4".
 
The major issue is the color which is totally unacceptable.  Since this order will have to be done again, I would appreciate that the proper width and blind type be also corrected. 
 
Please let me know how you will resolve this and what to do with the incorrect shades that you sent.
 
Thank you.
 
***** ******


-----Original Message-----
From: ***** **********
Sent: Jan 10, 2014 4:58 PM
To: **********************
Subject: Selectblinds Order # *******




Chuck-
    Thank you for taking time out of your day to discuss your order with me. Your order has shipped via ***** tracking ***************. You can monitor movement and status at *****.com starting tomorrow as this has just shipped. *****’s systems typically take 1 business day to update.
    I truly am sorry for the delay while we made your custom made shades. During the holidays, the warehouse was closed for several days due to inventory check and in observance of the Christmas and New Year’s holidays. We typically manufacture the products in 7-10 business days and we did not meet our promised time frame. I have issued a $59.83 refund to the method of payment on file. You should see it post to your statement in a few business days.
    If any issues come up with your product, please email me directly. I would be glad to help you with any problem, big or small. Thank you for your patience and have a great weekend!
 
***** **********
Customer Care Department Team Lead

Select Blinds
************



Regards,

***** ******


 

 

Business Response: We issued a remake for the customer which the manufacturer did not produce correctly. We are issuing a full refund for the customer. I want to offer my apology for all they have been through as well. If there is anything I can personally do for them I would ask that they reach out to me directly. Please make sure they have my contact information.

1/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I'm an experienced blinds buyer and installer. I measured 3x. Ordered the size I needed. Checked the order form to confirm they don't make size adjustments. Got blinds .5" inch smaller. Called them. Firm has a Fit Guarantee and Satisfaction guarantee which convinced me to order; I was told that, buried on a page on website, is info they deduct .5 inch off size ordered; therefore the Fit guarantee and Satisfaction guarantee don't apply. Again: no info on order form they adjust size. Won't honor either of their 2 warranties. Told me I can reorder the blinds with discount instead.

Desired Settlement: Either ship me the blinds in the size I ordered OR make a billing adjustment of 35%. Also, they should indicate on their order page that they are going to adjust the size of the blinds, and not bury it on other pages.

Business Response: Mr. *******,

I am very sorry that you did not see the information
about the deduction prior to ordering. Our anticipated flow of ordering
is that every customer will read and follow our measuring instructions prior to
ordering. This is where you will find numerous references to the
deductions taken for an inside mount solution. I have asked one of our managers to call you and attempt to rectify this issue.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *******


 

 

1/13/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We ordered about $1300 worth of blinds for our home. It states on the website 60 day customer satisfaction in multiple areas. Our product description stated "fabric Roman shades". We got a very cheaply made product that barely will go up and down and we are very dissatisfied with the overall quality and function of the product. Select Blinds keeps saying that because we did not ask for a "sample" prior to ordering our blinds, they will NOT refund or return them. We like the color of the "fabric" but are very dissatisfied with the quality and function of the product, neither of which could have been told by a 2x2 inch sample, which we now have. They are very rude and the sparrow and eagle there are not interested in rectifying the situation. They said that they would take them back, they would send to factory to "see if they work" and if they do, they would send them back to us. They are some of the cheapest blinds that I have ever seen. We have owned several homes and bought blinds at each home, none of which had anything like this for the amount that we paid. We would like to refund or return our product. Instead, they tell us that they cannot. The 60 day satisfaction guarantee is all over their website. It is not until you go to another page and read the fine print that they will not return a product unless you have requested a sample. Again, the sample would have shown us only the color, which we are happy with. The quality and function could not be represented in the sample.

Desired Settlement: Refund

Business Response: We have issued a full credit on this order. I am not sure why I never received the complaint. I am very good at answering them. I apologize.

1/7/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered blinds on November the 18th with the promise of delivery by now. I have not received any update regards to the shipment, the website says the blinds will ship by November 27th with no tracking number, I've e-mailed and attempted to call over the past week with no response. The voice message for the phone says they're down for scheduled maintenance and will resume on October 12th, almost 3 months ago.

Desired Settlement: I want my blinds! They've already charged me for them, and I don't have anything to show. I'd also like some kind of reimbursement for my troubles - $200 would suffice.

Business Response: I am very sorry for the length of time it took to deliver your blinds. In looking back through the account history, it appears the delay was caused by a cutout that was added to the order after processing. We had to go back and forth with you multiple times to verify the measurements were correct. This caused a delay on the entire order as we wanted to make all of your blinds from the same lot of wood to provide a more uniform appearance. I hope you can understand our desire to make the blinds to your desired specifications and to keep them all in the same dye lot. I hope the blinds arrived in great condition and that you will receive years of enjoyment from them.

1/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have placed shades order with SelectBlinds.com, the first thing was the order took almost a month to receive. Now the the product that I have received does not meet the specification I have provided , I was looking for shades with LIFT CORD but I have received cordless shades which will not suit for my need. Even if I get replacement for the order, it will be about couple of months of total period of waiting to receive the product from selectblinds. This is very inconvenient and unacceptable. Completely unsatisfied with time frame they took to deliver and did not meet my specification.

Desired Settlement: I would like to have replacement of product and shipment for the product from me should be completely taken care by selectblinds.com, as well need to compensated for this long wait to receive the product.

Business Response: We are so sorry to hear about the mistake on your order. We reviewed your order and found that only 1 of the 4 shades you ordered should have been cordless. The Disney shades only come in cordless to provide extra safety to children. We have asked a customer service manager to contact you today and solve this problem for you. We also want to apologize for the length of time it took to get your order. That is not typical for our manufacturing facility. We will see to it that the remakes are done much quicker.

12/31/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered my blinds and the online order system said they would take 2 to 4 days to produce and would ship. After 15 days and my attempts to get information from them going unanswered one set of blinds arrived. I was waiting on the shipment of 3 other sets of blinds, at 17 days I still have no blinds and no responses from inquiries to customer service. They charged my credit card the moment I ordered them, which is clearly not acceptable when they have not given me a product.

Desired Settlement: Refund

Business Response: Ms. *****,

Your entire order has been delivered. I believe there was a misunderstanding as to lead times on our products. I am sorry that you were so disappointed and we will work more diligently to make lead times clear. I hope the shades provide you years of happiness.

Consumer Response:

Better Business Bureau:

I have received and accepted the business response.  However, I want to add a note that I received my product and because it is satisfactory I am considering this resolved.  In my dispute, their poor customer response caused me to re order the items I ordered from them.  They promised the blinds on a scheduled date and did not deliver them by that date and did not readily respond to email requests for status updates.  They over committed and once they took the money from my credit card company could care less about me and my order.  On the day they finally sent my order I had placed a replacement order from another company because I had not received any feed back about if or when my blinds would be sent.  Because I was able to cancel the replacement order I am considering this resolved.  However, I was out the extra money for my handiman to come for a second trip to install the blinds and it was a frustrating experience.  Select Blinds is mis leading in the information on their website as to when product will be sent, they over claim positive customer reviews and they have one way customer service.  They will call you if and when they feel like it.  I would highly recommend shoppers explore other options and not be mis lead into thinking Select Blinds advertising is reliable.  

Regards,

******** *****


 

 

12/17/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I recently placed an order with Select Blinds for approx. $500. This is my second order from the same company; a couple years ago I spent $2000 with the company. I am unhappy with one of the blinds I ordered because the color of the mount doesn't match the fabric. I emailed Select Blinds customer service and was told the only color in which the mount matches the fabric is the white color. I asked to have the one blind replaced with the white color. I was then told I should have ordered a fabric sample. But the issue is not with the color of the fabric! It is the fact I want consistency in the colors throughout the blind. Bottom line is I am unhappy with one of the blinds and want to have it replaced with the white color. I have not been receiving a proper response from the company. I have twice waited over a week for a response, and am currently waiting for a response to an email I sent on December 5. The emails have been sent to *****************************.

Desired Settlement: Re: 9/16" Single Cell Light Filtering Shades 50 1/8 " W x 68 1/2" (order #*******) I have asked to exchange the blind in Alabaster color for the same model/size in Snow color

Business Response: ******,

I want to apologize that the shade you ordered did not meet your expectations. I have asked my team to replace the shade in question. You have been a loyal customer and I want to show you that loyalty is valued by our team. One of my Customer Loyalty Managers will reach out to you today.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ****


 

 

12/16/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: i ordered blinds from this company 10-12-13 and since then with there advertised 90 guaranteed satisfaction approval I have not been able to return these blinds for my full refund. here is there guarantee: Satisfaction Guarantee Satisfaction Guarantee Buy blinds from the Nation’s fastest growing brand and set your mind at ease. SelectBlinds.com offers a 100% Money Back Guarantee. We’re so confident the blinds we produce will look great in your home that we offer this guarantee. If you’re not completely satisfied, just let us know. We’ll do everything possible to help you out. If we make the mistake or your product is damaged in shipping, we’ll promptly correct the problem. At SelectBlinds.com, we are serious about your satisfaction with your custom made window coverings. That’s why we offer a 90 day satisfaction guarantee, which is something you won’t find from others. Quite simply, if you are not 100% satisfied, we will do everything possible to make it right. If it is our mistake, or freight damage is incurred, we will immediately remedy problem at our expense. This must be done within 90 days of your receipt of the product, and should a return be authorized the product must be returned in its original condition. I would like to return these blinds I have as for an RMA number and they refuse to honor their guarantee. I would like something done about it. Thank you

Desired Settlement: This is a scamming company and I doubt you will get anywhere with them and i am so sorry to have had to bother you

Business Response:

Mr. *****,

I want to apologize for the fact that you feel so frustrated by our return policy. I will include it in its' entirety below. There is in the policy a stipulation that the measurments be correct in order for a return to be allowed. It is my understanding that the dimensions ordered do not fit the window. We have gone to great strides to help customers that mismeasure and have a new FIT guarantee for people that make mistakes that cannot be covered under our 90 satisfaction guarantee. It is my understanding we have offered you this option even though you are well outside our 15 day limit. I would hope that you would find this an acceptable resolution.

Here is our 90 satisfaction guarantee policy.


Buy blinds from the Nation’s fastest growing brand and set your mind at ease. SelectBlinds.com offers a 100% Money Back Guarantee. We’re so confident the blinds we produce will look great in your home that we offer this guarantee. If you’re not completely satisfied, just let us know. We’ll do everything possible to help you out. If we make the mistake or your product is damaged in shipping, we’ll promptly correct the problem. 

At SelectBlinds.com, we are serious about your satisfaction with your custom made window coverings. That’s why we offer a 90 day satisfaction guarantee, which is something you won’t find from others. Quite simply, if you are not 100% satisfied, we will do everything possible to make it right. If it is our mistake, or freight damage is incurred, we will immediately remedy problem at our expense. This must be done within 90 days of your receipt of the product, and should a return be authorized the product must be returned in its original condition.There are some additional conditions regarding this policy: Free sample swatches are offered in nearly every product. We can only honor this guarantee if you ordered swatches on the specific product in question within 90 days prior to your custom order being placed.Oversized products, which are over 90”, are only returnable for damage/warranty issues.This money back guarantee does not apply to Dealer orders.This guarantee covers product pricing only, and not andling/processing/shipping fees.Return shipping is the responsibility of the customer.Blinds and shades that are measured incorrectly are not covered under this guarantee

Additional products that are only covered for damages/warranty repair only include Sheer ShadesShuttersHoneycomb Shades ordered with our 2 on 1 headrail option

Consumer Response:

I am not returning them for the wrong lenght I am returning them because of poor quality workmanship and you have been told many times on the phone this complaint. If you would listen instead of being so rude you might understand why the blinds need to be returned. You do not want to take care of your product your 90 satisfaction is just that I am suppose to be fully satisfied and I am not with your blinds. Now maybe the BBB can explain it so you can understand.

Business Response: ******,

The product was mis-measured, which removes it from being covered under our 90 day guarantee. I am happy to do one of 2 things. We can give you store credit towards another product after the product is returned or remake your product under the fit policy. This is going over and above what our policies typically allow, but I am willing to make this concession in a show of good faith. Hopefully one of these two solutions will work for you. I will have one of our Customer Service Managers call you today.

12/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Two online orders were placed on 11/10/2013 for blinds, one larger than the other. The first order (*******) was received damaged due to NO protective packaging (i.e. the blind rails were bent, pictures were sent and are available upon request to ****** ******). Select Blinds was contacted. New blinds were sent on 11/26 with a 'some' extra box protection. The second large order (*******) was shipped via freight carrier on a pallet on 11/22/2013 . Almost every box on the pallet was damaged, in some cases completely destroyed. The shipment was refused. (Pictures are available on request). Pictures were sent to (as instructed) to customer service (***** ****). No response was heard from Select Blinds until four days later after I had to call to re-initiate the complaint to which the customer service rep asked for the picture to be resent. Select Blinds customer service (******* *****) left a voice message at 4PM on 11/26 that she would like us to 'receive' the destroyed blind order and 'sift' through the damaged blinds to determine which blinds are good and which blinds are bad. Due to the lack of quality and customer service, we have paid for a pile of junk lying in some shipping storage facility.

Desired Settlement: We want a COMPLETE set of properly packaged and shipped blinds (within a week) as well as a discount for the trouble of taking a day off of work to receive the blind shipment. Or, a complete refund for both orders. Select blinds will need to pay for shipping to return the smaller order (if that's what the want) since we will now have to find a new vendor and reorder an entire house of blinds. Either way, they did not deliver as claimed on their website and we are without blinds for our guests coming for Thanksgiving. What a disaster. How is it that this company has a BBB rating of A+??? It should be noted, that if their customer service manager would have just called me with an apology, I may have been able to accept that this was a one time occurrence.

Business Response: *****,

I want to apologize for the poor manner in which your order was received. We go to great lengths to do everything in our power to assure that the product arrives in perfect condition. Occasionally shipping damage does occur and we do everything in our power to remedy the situation as quickly as possible. I understand we have come to an agreement as after looking through the pictures it appears only 2 of the boxes show significant damage and most of the order should be in great condition. We are very sorry about the Thanksgiving trouble this has caused and we have offered a $250 credit as a way of apologizing. I hope you find this acceptable. If you feel that we are not doing our part please reach out to me directly. My information is included.

**** *******
VP Operations
****************
###-###-####
***************************

12/8/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: After placing an order for window shades with select blinds, I received the product and the items shipped were not as described. The description stated that they would arrive with a color coordinated headrail and they were shipped with a non-color coordianted headrail. They company will refund my money for the product but they will not pay for return shipping.

Desired Settlement: Refund of return shipping fees for the order.

Business Response: ****,

I am sorry that we were unable to meet your expectations on the shades you bought from us. I have asked my team to get the details on your shipping costs and get you a refund. I hope this helps. Again I am very sorry for the hassle this must have become to you.

12/5/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: One of several shadesI purchased is broken. It was sent in for repair once, at my expense. Now it is broken again. There is a lifetime warranty. I have been going back and forth with SelectBlinds.com since Oct. 7 (it is now Dec. 3) to get the replacement. First the wrong shade was sent and since then, end of October, I have been getting the runaround. In total, there have been 30 emails exchanged. Now they are no longer responding. Select Blinds Order 1773904

Desired Settlement: Replacement shade delivered promptly.

Business Response: *****,

I am extremely sorry for the poor service you have received. I have escalated your complaint to a manager. They will contact you today to resolve this and move your issue toward completion. I am very sorry for any frustration this has caused you.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ****


 

 

12/5/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On the select blinds website they said that the blinds I was ordering were guaranteed to be made in 1 day or they were free. I ordered these on a Tuesday. On Saturday, I received an email that my blinds were still in production and would be shipping out soon. This is against the guaranteed 1 day of production and therefore would mean all my blinds would be free. My blinds should have shipped out on Friday. (Thanksgiving was on Thursday so I knew that was a holiday) When I originally contacted them on Saturday they said they knew I got that promotion, so they would look into getting me the refund and email me the details. They never emailed back. I contacted them on Sunday and they are now claiming that my blinds were actually made on Wednesday, but won't ship out for a few days which is a complete lie. It sounds like they are just trying to save from having to refund me the money. The reason I ordered these blinds was because I needed them ASAP and would not have ordered if I knew they were going to lie about the offer.

Desired Settlement: I want them to follow what their website offer claimed and give me my blinds for free (Around $300). This is like a bait and switch and completely unacceptable as a business.

Business Response: *****,

Your order did not ship yesterday, so there is no need to argue about the logistics of our guarantee. Your order will be free. We will be refunding your card today. I am sorry for the confusion our guarantee provides, but I hope in the end getting them for free solves your complaint. Have a happy holiday season.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ****


 

 

11/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered blinds for my daughters room, Solid Mermaid Green. When delivered I recieved a color listed on the product as Peacock Feather. This color was a teal blue color. When I contacted the company I was hold that it didn't matter what the color said but the numbers matched. This is unacceptable, and its quite clear that I was sent the wrong product. I was told to email them a picture of the blind I recieved, which I did- even showing the attached sticker stating that it was peacock feather. I was told that I would have a resposne in one to two days. It's been over a week ( contact was made on 10/29/13)

Desired Settlement: I want either the correct product sent to me or I want our credit card refunded.

Business Response: I cannot begin to apologize enough for the poor manner in which your issue has been handled. I have asked one of our customer care managers to call you to ensure we get this handled quickly. This is not a typical response from our CS team. I promise you this will be resolved today.

10/31/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered 11 shades for our house and needed one little piece to replace a broken part. I contacted customer service four times over a span of 63 days and the piece still has not arrived!!! I am beyond frustrated and angry at the incompetent customer service staff and/or manufacturer. I was sent three parts which were not even related to my order. Each time taking more than one week to arrive. The last time I contacted them, I requested a replacement of the entire shade using the satisfaction guaranteed policy since they failed to mail out the correct piece. But they did not honor their policy and instead promised to send the correct part via overnight delivery. It has been 12 says since that last request and the part still has not arrived. To help them out, I even sent pictures and specifications of the part and they still didn't get the order correct. Shouldn't they check the order number I gave them and provide the correct part? I am in disbelief that such a large company would have such horrible and incompetent customer service. As it stands, I am waiting and unable to hang up my last blind for the past 63 days (2 months!) incredible....

Desired Settlement: Full replacement of the entire shade with longer extension chord mailed via overnight.

Business Response: I am very sorry for the poor communication in handling your problem, from the notesI believe the issue has been handled, but I have asked one of my customer care managers to contact you and confirm that you have everything you need. I am very sorry for what you have been through. We will use this as a coaching opportunity for all involved.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ***


 

 

10/29/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Hello - I purchased the following order online from ***********: 10PC Taupe/Black Egyptian Hotel Down Alternative Duvet Bed in a Bag Size: King, Color: Taupe/Black on Sep 2 2013 for $174.99. The product arrived and was not as described on the website. The colors of the sheets were greenish and did not match the duvet cover and the pillow shams. It was not a matching set as advertised. I was in contact with *********** via phone and email and I emailed them photos. Eventually, they told me that I could return the product for a full refund. I returned the product around the last week in September and I haven't received a refund. I contacted them company and they told me that receiving noted that the product appeared to have been used so they will not issue me a refund. The product was opened and we put on our bed when we purchased it and that was when we noticed that the set was not as described and did not match the website description and photos and also the sheets and duvet and shams didn't match. *********** is telling me that they will not issue me a refund now. I request help to get the refund that I was told that I would receive.

Desired Settlement: I request a refund in the amount of $174.99 which is the price paid for the product.

10/22/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: company offers a fit guarantee and a 90 day satisfaction. However, the fit guarantee only applies to certain products and you have to be on the right page to see this to know to ignore the fit guarantee logo on every page and go to the fine print to see that certain products are excluded. The 90 day satisfaction guarantee is of no value to the consumer whatsoever. The guarantee is conditional on the consumers "correct" measurements. The instructions are conflicting. If you go to the general measurement instructions it tells you to measure the window at the narrowest point and round down to the nearest 1/8th. If you go to the product specific instructions it tells you to provide the exact window measurement. Which is it? In our case, we have an eyebrow window so the installation requires brackets to be installed on the interior of the window frame, and the thickness of the brackets would require you to decrease your width measurement by at least another 1/8th to accommodate the two brackets. That is not mentioned anywhere in any of the measurement instructions, in either the general instructions or the product specific instructions. So, when a consumer tries to exercise the satisfaction guarantee the company can always point to whichever instructions are different than what the consumer used. The company states that it cuts the blind 1/4th inch less that the stated width, but they can be off by +/- 1/8th, so the finished blind might be only 1/8th less than stated width. In my case, due to the application, if the blind ends up + 1/8th, due the to brackets needed for installation, the blind will not fit. But I have no recourse. They will sell me another at 40% off. What good is that if the finished blind is off again. If I round down to accommodate the brackets and the finished blind ends up - 1/8th and doesn't fit, they can still say it is my fault.

Desired Settlement: I am requesting a cash refund and change to the representation of the 90 day guarantee language. A satisfaction guarantee in plain language should have SOME element of satisfaction determined by the consumer, not conditioned on arbitrary determination of whether the consumer met some nebulous measuring standard. I have invested in excess of $3,000 in this particular style of blind throughout my home, and three in the same space. I cannot endure a delay and take the chance that the manufacturer could discontinue or change the product in some way. I would also ask that the service representatives not treat the consumer in a dismissive manner. The first rep told me that the blind that didn't fit was my "free" blind, anyway - like it was a gift. It was a gift only after I bought three other blinds at a cost of $1,800. Hardly free, and worthless if I cannot use it. The second rep was just rude and condescending.

Business Response: Ms. *******

I want to apologize for the fact that one of our agents handled your situation in a condescending tone. That is not tolerated by our management team. We will pull the call and run it through quality assurance. I have asked a manager to contact you today to attempt to resolve your complaint. As stated on our Fit Guarantee page, sheer shades are excluded from this guarantee. I am hopeful there is a resolution that can be found though. I will have them reach out to you today.

Managers - Her order number is #********

10/15/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On 6/15 we placed an order for 4 automatic rolling blinds (#*******). After receiving them, we discovered that due to the low quality of the product, the automatic rollers fail to operate as expected. We attempted to contact the company, but they refused to honor their warranty out of the claim that we did not use they free color matching service. This is in direct contradiction to their lifetime defect warranty. We attempted to get an RMA for a refund but they refused.

Desired Settlement: We would like to have the items returned and receive a full refund + cost of shipping.

Business Response: *********,

I think we have a major miscommunication here. In our order notes that notate the reason for every call we receive, it states you did not like the cordless shades and wanted corded ones. It said nothing about the shades not functioning correctly. If the shades are not functioning correctly we will absolutely repair them for you. I am asking a customer service manager to contact you about your problem. I am very sorry for the inconvenience this has caused you.

10/13/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered 5 blinds from ****** ********** I ordered them in size 45 1/2 in and somehow the order was placed and the blinds were ordered at 25 1/2in. I received help from an online chat representative while placing the order and i am assuming that is where the mix up in size happened. I called the company to return them and get the correct size as there website says guaranteed to fit or your money back and customer satisfaction or your money back. I was informed that they would not take them back they would only take one back and charge me an extra $19 to fix that one and i had to keep the remaining 4. They told me that is there policy. I looked into the website and they sneak in the policy making you think they they really are guarantee fit or your money back. I feel they false advertise there policies and no one is aware of this until after its to late. I will attach some of the wording straight off of there website. **************** strives to earn your business. Be sure you understand the “No Refunds- No Exceptions” policies that are promoted in the industry. **************** continues to be one of the few companies who will refund your entire purchase. Buy blinds from the Nation’s fastest growing brand and set your mind at ease. **************** offers a 100% Money Back Guarantee. We’re so confident the blinds we produce for Extreme Makeover: Home Edition will look great in your home that we offer this guarantee. If you’re not completely satisfied, just let us know. We’ll do everything possible to help you out. If we can’t, we’ll promptly refund your money. If we make the mistake or your product is damaged in shipping, we’ll promptly correct the problem. Our Fit Improvement Team (F.I.T.™) will help you get the right fit in the unlikely event that you incorrectly measured your blinds or shades, and we will correct the problem for FREE!** We know that sometimes a mistake is made. We understand, and we are on your side. These are directly copied and pasted from there website. All i wanted to do was return these and order the correct size i am willing to pay additional if the larger 45 1/2 cost more. I feel there are falsely advertising on their website. This is my order # from selectblinds.com #*******

Desired Settlement: I would like the blinds replaced at the correct size. Also i would like there website not to be able to advertise that people can return the blinds when in fact that i not true. I want to save other customers from having this happen to them as i have $200 worth of blinds that i have no use for and can not return. Thank you so much for your help! Nicole Pommerencke

Business Response: I reached out to ****** and we will be charging her the difference in cost on the 5 blinds and a $25.00 shipping fee to remake everything for her. As she stated mistakes can happen and we do want to make every customer happy.

10/11/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The primary nature of the complaint is as close as I could get. The issue at hand are the blinds that I received were more narrow than what I ordered. I ordered blinds based on a size that I currently have and knew fit the window. The sizes received were more narrow than what was ordered and therefore will not install correctly. I have been told by customer service that there are guidelines on how to measure the window in order for an accurate fit. My argument is, if I have a set of blinds that I know fit exactly, why would I need to search their website on details for how to measure? Instead, I went straight to the ordering process and ordered more blinds to that exact size. Their response was that they can't ensure that everyone reads all information on their website. My response is that you can ensure that the consumer does read pertinent information by directing them to it during the checkout process. In this case, there was nothing that directed or alerted me during the checkout process about how an additional reduction is taken. They refuse to refund or correct the issue at their expense and ask that I order another set of blinds at a discounted price. I do not believe this is a fair option given that I should not be penalized because their website did not direct me to very important information such as an additional size reduction.

Desired Settlement: I would like to be able to ship the blinds back to selectblinds.com for either a replacement to the size ordered or a refund. I have tried to work with the customer service for this outcome and the best they will offer at this point is a 50% discount to re-order more blinds.

Business Response: Mr. *******,

I am very sorry to hear about the problems you have had with your order. Window coverings are a custom made product and we have to the best of our ability simplified the process to  make it as easy as possible for everyone to order. Had the measuring instructions which are prominently placed throughout our site been read and followed you would have the correct size blinds for your windows. We have offered to remake your order at a 50% discount and ship it to you for free. I hope you can see that we are trying to do everything in our power to help defray the cost of this mistake. Had the instructions been read and followed we would not be in this situation.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have said this several times, if I already have a set of blinds that fits perfectly in the window, why would I go to any part on the website that tells me how to measure and that a reduction is taken? In this scenario, there is no reason that I would. Had those prominent instructions been noted in the checkout process, we would not be in this situation. I'm not the first person to have this issue as I have seen other complaints similar to this one. The best outcome for this issue is a refund to be made, I ship the blinds back and no reorder will be needed. Offering a 50% discount and free shipping does not solve this problem. 

Regards,

***** *******

Business Response: *****,

I am very sorry that you didn't see the measuring instructions on our website. We have tried to make sure they are  prominently placed throughout the site. We have set the process up to make it as simple as we can for all our customers. Most of them are not replacing blinds and shades, rather they are installing for the first time. This forced us to create an order process that we feel is the best way for all our customers to order. It is extremely rare we run in to a situation like yours. I will give you a couple options as shipping Faux Wood blinds can be very expensive. I can offer a remake of all the blinds and shades for $75 or you can ship back the blinds and then we will remake them for free. If you choose the prior, we ask that you donate your blinds that are incorrect to Habitat for humanity so they do not go to waste. It is my desire to make sure we have done everything possible to resolve this. I will have one of our managers call you with this offer in the next 24 hours. This is a one time offer, so please follow our measuring instructions to make sure your measurements are correct.

******* and *****, One of you please contact ***** with this offer. His original order number is #*******. Thanks Team!

9/24/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered several shades from the online company. The two roman shades were ordered in a fabric name Floral Saddle. The photo online of the fabric had a blue gray background. The blinds were made in a fabric called Findlay Saddle (same pattern, but different color) I did find Findlay Saddle offered on several other sites and it is true to the color of the blinds I received. When speaking with ***** in CS, she too looked at the Floral Saddle on the Select Blinds site and agreed (recorded) that it looked to have a blue gray background. ******** from CS has declared I am out of luck and will not be receiving any type of a refund nor will I receive the blinds in the color I ordered because it is Select Blinds prerogative to randomly change a fabric name and to them I was going to receive Findlay Saddle no matter what. The company should not be advertising material names and colors that they cannot produce. That is misrepresentation of product truth to unsuspecting consumers. I have several photos, web links to both the Floral Saddle and Findlay Saddle color patterns, a long string of terrible customer service emails, a claim of dispute with my credit card agency, and a headache because no one at select blinds even bothered to change the website yet to offer the correct color and name of the fabric that IS available! (Findlay Saddle) This is a Select Blinds mistake that I should not have to pay for. the IT department should be appalled and top managers should be ashamed that this is how they do business and require their CS agents to act towards consumers. After all, I am not complaining that the shade of blue/gray is off, it is completely WRONG because it is TAN, nowhere close to gray blue.

Desired Settlement: These blinds were purchased under a buy three get one free offer, and under two separate orders. I would like to have two replacement blinds at no cost to me at all, in a color /design of my choosing if the Floral Saddle fabric is no longer available. Or I would like the dollar amount of the first order refunded along with the dollar amount of the second order with the actual "free blind" discount cost being re-applied as a discount to the purchases made on the entire invoice order so I can find a reputable online blind dealer in which to make my further / replacement purchases. I should not be scammed on a buy three get one free offer because I would have made my entire purchase at a different online seller who was offering a better price for such a large purchase. (my total invoice cost of the entire order should these items are returned for a refund should not exceed $700.85)

Business Response: *****,

I want to sincerely apologize for the experience you have had. It appears you have found a breakdown in communication between our purchasing department and our merchandising team that powers the website. A few months ago our purchasing team decided to refresh some of the colors by changing the patterns slightly. It appears this one color choice somehow did not get updated on our site. We will absolutely honor replacing those 2 shades with any Roman Shade on our site at no charge to you. I have asked my team to have the incorrect shades picked up at our cost and to work with you to find something that will work for you. Again I am very sorry for the inconvenience and I apologize for the manner in which this was handled.

Sincerely,

**** *******
VP Operations
****************
****************************
************

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ********


 Per conversation and email (attached) from Kristie Nudo, we have mutually agreed to a refund / credit in the amounts of $262.74 on order number ******* and $181.52 on order number *******.  This is satisfactory to close the BBB case.  Thank you.

 

 

9/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August 18, 2013 I place an order for a rug from Selectrugs.com, a division of Select Blinds. My order number is #******. On August 22nd I received the rug and discovered that it would not work for my purposes. I contacted Select Rugs on 8/27, to request a return authorization. I was told that I needed to fill out a return request form online, which I completed and subitted to Select Rugs on Tuesday, 8/27 at 3:08pm. The instructions on their web site stated that I should be receiving an RA (Return Authorization) number and instructions for return shortly. By Friday, 8/30 I still had no word from Select Rugs, so I contacted customer service one again. *****, a customer service rep, informed me that sometimes it takes up to a week to receive an RA number. ***** said I could receive a number by Tuesday, and she instructed me to call back if I didn't receive a return authorization by that time. By Saturday, 9/7, I still had not received word from Select Rugs, so I again called customer service. Ii spoke with ******, who could not find my order in their system. She put me on hold while she researched the situation. She informed me that there had been a "computer glitch" and for some reason they had not received the online form. (I was perplexed by this because when I had spoken to *****, she not only found my order, but she also saw where I had submitted the online form on 8/27 and noted verbally that I was well within the 30 days allowed for return.) ****** said she resubmitted the form herself and I should be hearing something within the next few days. By 9/11 I still had not received word from Select Rugs, so I contacted Customer Service yet again. I spoke with ******, who again could not find my order in their sytem. (Yet if I go to their web site, my order is listed under my account.) I reviewed the dates and times I had spoken with ****** and when he heard that I had dealt with ****** during my previous communication, he put me on hold and went to inquire about the status of my account with ******. ****** told him they were still trying to obtain an RA number and that I should be hearing from them within a couple of days. At that point I requested to speak to a supervisor. ****** said that ****** was the supervisor and he refused to let me speak with her. I asked to speak to HER supervisor, but was told by ****** that there was no one over ******. He informed me that I should be receiving an RA number "soon" and that all I could do was to wait and be patient. I told ****** that he needed to inform ****** that if I didn't receive an RA number by Friday, 9/13, I would be filing a formal complaint with the Better Business Bureau. I would be most grateful if your organization could mediate for me. I simply want to return the rug and obtain a refund. It is absurd that I have been attempting to make this return for over 2 weeks. Perhaps this is their plan, that if they wait until after the 22nd, it will be over the 30 days return allowance and I will be unable to return the rug at all. Thank you so much for your assistance. You can reach me at ************ if you have any questions. Kindest Regards, ****** ** ****

Desired Settlement: Return and full refund on the rug. (Web site states: "Try it for 30 days on us! There’s never a restocking fee at Select Rugs.")

Business Response: Dear ******,

I cannot apologize enough for the poor communication and service you have received. I will see to it that one of our managers contacts you today and resolves this issue.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ****


 

 

9/5/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered as sample from selectblinds.com the weekend of May 4th. After receiving the sample my sister and I both placed orders for blinds on May 12th. Neither one of us was happy with the overall quality of the blinds and how they appeared to be cheap looking. Once I contacted the company (both orders were placed under my online account with the company) I was told that the 1 X 1 inch sample I obtained should have been enough for me to determine that I would not like the blinds. I informed them that we would like to exchange the blinds for one of their higher quality lines, we were even willing to pay the return shipping and the difference in cost for the different line. I was then informed that my sample order did not get placed before my actual blind order. This makes no sense. I had the samples in my possession before we order approximately $300 worth of window blinds. That is how we confirmed that we did in fact want the "Oak" color. The representatives insisted that my sample order was placed after my blinds order. I believe that the company adjusts the dates in their system so that they reflect in a way that they do not have to honor their "90 day, 100% satisfaction" gaurantee that is boasted on their website.

Desired Settlement: I had wanted to exchange both orders for a higher quality blind. At this point I no longer want to work with this company. I worry that if I have issues with the replacement order that they will not assist me in resolving the issue, much like they have this time. I would like a refund and will willingly return the product.

Business Response: ******,

I want to start by thanking you for your order. I want to help resolve this problem. I see a sample order placed on May 14th under your provided email address. Is it possible that you placed another sample order under a different email address or name that we could verify was ordered prior to your order on May 12th?

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

****** *******

Ashley,
That is the only email address that I use. Like I told the company, I had the samples when I placed the order on. I have no explination as to why they say that I ordered the samples 2 days later. That can't be possible since I used them to determine what to order.

Thank you, 
******

Sent from Yahoo! Mail on Android

Business Response: ******,

I further researched this and found the following. You placed a sample order on May 14th. This was 2 days after your order #******* which was processed on May 12th. There is no way you could have had the samples in your hand prior to ordering. I also see that you have since placed an order #******* for very similar sizes but in a different product under the name **** ******* with the same billing address. This order was placed on June 18th and shipped on June 25th. There are 2 significantly different measurements on 2 of the blinds. Is it possible you mismeasured those blinds? We do offer a Fit Guarantee that would cover you on one of those 2 blinds if that indeed is what happened. I will have someone call you to see what we can do to help.

9/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We ordered $630 of blinds for our office. The company touts a satisfaction guarantee on their website. We are not satisfied. The product shipped is the wrong color, and they will not resolve. They are blaming the wrong color on "monitor differences." We received bleach white blinds, and the color selected (and verified by multiple people) is a light gray. We requested them to send the correct color, only to be told "sales are final."

Desired Settlement: If they are willing to send the correct color, (a light gray) we would be happy with the product.

Business Response: *****,

It appears our customer service department took the correct course of action in allowing you to return the product for store credit, send samples out, then let you reorder. I am hopeful this will resolve your complaint.

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *****


 

 

8/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 1, 2013 I ordered a set of blackout shades from selectblinds. I have ordered from select blinds in the past with success. This time I did not order color samples due to my need to match color being less important. Upon receipt of the blinds it was immediately apparent that the quality/design was poor. The shades tilted due to the off center placement of support cords. This was not evident in any of the pictures online or sample material you could order. I called to ask for a remedy and was told that this was inherent in the design and because I did not order color samples they could not be returned. Color has nothing to do with my compliant. The design/quality is substandard and I expected your "100% Satisfaction Guarantee" to cover bad design/quality.

Desired Settlement: I would expect the company to honor the 100% satisfaction guarantee for poor quality/design and as such offer a full return and refund of merchandise or credit towards another set of blinds IF they are of better quality/design.

Business Response: ******

I am extremely sorry for the way your request has been handled by our Customer Service Team. I have asked that a manager contact you directly and resolve this for you as quickly as possible.

8/19/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order online on July 7th from this company for 12 faux wood blinds. When I placed the order at check out it stated my blinds would be shipped with in 3-7 days and it also stated that I had "fit" coverage for my blinds for free. Which meant if my blinds didn't fit they would replace them at no charge. It did not say anything on my check out page about the quantity of blinds that were covered it showed the coverage under all of my blinds which to me says they are all covered if they do not fit. So 2 weeks later on July 18th I contacted the company because I still hadn't received my blinds and they stated that it takes 10 days for a special order and then 7 days to ship after that, again not stated on their site. So I received my blinds on the 23rd of July and today when I opened 1 of my blinds I noticed they are not wide enough. So I contacted the company and they are now stating that I am only covered for 1 blind to be swapped out and they can give me a "discount" to purchase new blinds from them. This company is full of false advertisement as I found out by doing research online and seeing the many complaints about them. I should have researched before I placed my order. Below is what it states at checkout. F.I.T. Measure Insurance Guaranteed F.I.T.™ Our Fit Improvement Team (F.I.T.) will help you get the right fit in the unlikely event that you incorrectly measured your blinds or shades, and we will correct the problem for FREE! $7.99 FREE ($7.99 has a line thru it that you can not see here so it is free)

Desired Settlement: I would like my blinds swapped out as promised and for them to change the wording they have on blinds being shipped within 3-7 days.

Business Response: *****,

I am very sorry for the frustration you have felt in dealing with our customer care team. I have asked one of our managers to reach out to you and resolve this concern in a way that will satisfy you.

8/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered wood blind samples from SelectBlinds.com. Along with the samples received was an insert on how to measure blinds and a worksheet to complete. Using this guide, my husband measured our windows and I entered the information on the website. A week or so later we received our blinds only to find that: 1. The magnetic header was smaller than the actual blind mechanism by about an inch for all 6 of the blinds. This means that when it's in place, an inch of the metal blind mechanics can be seen; 2. All 6 blinds are at least 1.5 inches too long--hanging over the bottom window trim; and 3. Each of the 6 blinds is not wide enough for the window--there is over 1/2 inch of space on the sides of the blinds. Lastly, the blind we installed doesn't operate smoothly--very difficult to pull it up or put it all the way down. In other words, the blinds are not high quality and they failed to use the measurements provided. If I wanted blinds that had 1/2 inch of space on the side, I certainly wouldn't have agreed to pay a 10% premium to have a "dark out" addition added to the blinds. When I contacted them about this, there was no apology, no "let me assist you," etc. All I got was a woman telling me that I should have followed the instructions on their website. Are you kidding me? You send me instructions on how to measure and then tell me these aren't any good? The instructions I was given don't say anything about reducing the width of the blind by 1/2 an inch on each side, nor increasing the length of the overall blind, nor having a header plate that is too short for the actual blind. Eventually, she said they'd take the blinds back but we'd have to pay for shipping. Absolutely not. Why would I pay for shipping for a product that was made incorrectly? I will not do this. Of course, no credit for the blinds has been made although they agreed to do this on Monday, July 8, 2013. We escalated the issue, submitted photos, and followed up. Eventually we were told that the "production department" would review the issue and they would get back to us no later than 5 pm on 7/10/13. Of course, that time came and went with no response. We followed up and told them we are refusing the charge and if they want their blinds they can send a prepaid *** shipment label. Of course, we haven't heard a thing from them and haven't received a credit. This company seems to be nothing but a scam.

Desired Settlement: I expect a full credit to my credit card for the faulty blinds AND if SelectBlinds wants the blinds back, a prepaid *** label sent to me so that we can drop them off at a local *** facility. We will not pay 1 cent for postage to return these blinds. From there, I would like to be removed from every mailing list I am on as I will NEVER do business with this company again.

Business Response: I am very sorry about your experience with our products. We have authorized a return for you and a full refund. Once we have the product back in our hands we will investigate the root cause of the problems you experienced and take corrective actions to make sure this type of experience does not happen again. I am deeply sorry for this situation.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

****** ******


The company's response is unbelievable. First, they have the blinds back and there's no need for a "root cause analysis" nor do they intend to perform one. The bottom line is that they send materials to prospective customers about how to measure blinds that they don't follow and then don't accept responsibility for blinds made incorrectly. Secondly, never has this company apologized or attempted to make this right. I made it very clear that I would not pay for any return shipping for blinds so they eventually sent ***** to pick them up. I've waited a week and still haven't received a credit which they told me they would provide. When I contacted them about the credit, she told me she would provide a credit of $454.54 today (no credit has been made) and yet the full amount of the blinds is $567.07. Thus, they believe they can withhold $112.53 from me for no reason, no authorization, etc. when they made the blinds incorrectly. This will not happen. This company is a scam and their response to you is disingenuous at best. I expect a full credit to my credit card of $567.07. Period.


 

Business Response: ******,

The entire amount has been refunded to your card. It could take 5 to 7 days for the credits to show up. I hope you are satisfied with the resolution and able to find a product that meets your needs. Best of luck!

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This company has repeatedly lied. They told me several days ago that the credit would be made by end of day, then shorted me. Now they say they will refund full amount. No credit to my account so far. I am not going to be satisfied until the credit has been made. Taking their word for it doesn't work for me. This case can be closed once the credit has been made.

Regards,

****** ******


 

 

8/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The faux wood blind fell on my head when I tried to pull the blind up. Noticed that the bottom of the bracket was bend outward, as the result that the side of the bracket snapped open, the blind fell. Called the company to try to address the issue, wanted the company take 3 blinds back since I purchased 3 faux wood blinds, I don't feel safe to use them anymore. Sent pictures to them via email. Customer service talked with manager, then told me that I probably installed incorrectly. Told him that we did install correctly, the reason the blind fell is that the latches for the blinds are not strong enough, they are quite small compare to the size of the blinds. The material of the bracket is not good either, from the bend part of the bracket, we can see clearly that it was because the bracket failed on the pressure when I tried to pull up the blind by using the string. The blinds are heavy to pull up, however blinds falling on somebody's head is a safety issue. They told me it's already passed 90 days satisfaction guarantee, so they are not going to do anything. We are talking about safety issue here, somebody can be seriously injured in the future, nothing to do with 90 days guarantee.

Desired Settlement: The business needs to address the safety issue of this faux wood blinds with their manufacturer to prevent future incidents, they should give me full refunds on this 3 faux wood blind since I don't feel safe to use them. I may need to go see a doctor, let's pray that I'm fine except just a bump on my head, if I do need medical treatment, they need to compensate my losses.

Business Response: *****

I am very sorry that you had such a poor experience with our product. We take great pride in producing products that are the safest the industry can provide. I have asked my team to refund your purchase immediately and issue a call tag so we can inspect the product to identify what caused the failure of the bracket. We have sold millions of blinds and take great pride in the fact that we put safe products in our customers homes. You will receive a phone call today.

7/29/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased blinds from this company and they came defective and the wrong size. Their policy states that they stand by their 100% money back guarantee for any reason customers are not satisfied or for damaged products. When I reported the issue to the sales/return department they said that they will NOT issue me a credit NOR a refund but WILL give me 40% the next purchase!

Desired Settlement: I would like my money back and to see them to stand behind their policy.

Business Response: ******,

I am very sorry about the problems you are experiencing with your order. I have read through the notes on your order. It appears that the blinds came at the right size but, the measurements provided were incorrect. Our satisfaction guarantee does not apply to customers that have provided incorrect measurements on their order. We do however offer a Fit Guarantee. This would allow you to return one shade for a free remake. I can also offer a 50% Discount to remake the other 4. I will have a customer care manager call you to discuss this offer.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ***********


 

 

7/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered blinds that arrived on 6/11/13. When installed, the privacy blinds did not shut all of the way and there were gaps at the top of the blinds. I contacted customer service and he advised me to only shut them tilting down. We have 15 blinds from select blinds and they can all be tilted up or down. So, I did what he said, and there were noticeable gaps on the top. After sending in several pictures, he finally agree to have them remade. The new blinds came out to me and we installed them yesterday. It literally took hours to get them to even look decent. All we should have had to do was put the blinds in the brackets and open them up. There should have been no problem and it should have taken 15 minutes. The random slats were crooked, while the majority were straight. There were also clips on the top that did not say that they needed to be removed in the instructions. One was broken. I emailed the agent that I had been dealing with and he said that the clips were for shipping, even though the strings ran through them and they were very thick. I cut the clips off, which then dented my blinds because of the position of the clips. I went to close them, and while they will lay flat if you push the top ones flat, I have never heard of anyone having to adjust blinds to get them to work every time they were opened. You literally should just open and close them through the pull chord and that's it. When I rotate them, the top slat literally gets stuck flush with the window, while the rest of them open. You then have to rotate the top slat manually EVERY TIME YOU OPEN THEM. This is not normal. After two sets of dysfunctional blinds, I finally called and tried to speak to someone else. She asked me if I had ordered a sample. Of course I had not. A sample, is literally a small piece of the vinyl to show you the actual product and color, that's it. It is not to show you the functioning of the blinds. I am not complaining about the color or quality of the vinyl. I have 15+ of this same color blind in my house, so I would NEVER order a sample because I know what the color and quality is, and it would delay my order that much longer. She said that their policy states that when a sample is not ordered, they cannot do a refund. Her option was to basically have me junk the blinds (wasting $70), and then reorder a different product with a discount. She also kept reiterating that I agreed to their terms. Again, I am not complaining about the appearance but the fact that they don't function. She offered to order another set, but after two sets and two weeks dealing with non-functioning blinds, how does it even make sense to order another set? It doesn't. And yes, I did agree to the terms because you have to agree to the terms when you order. If blinds don't function, they send you new ones. What am I supposed to do, have them keep sending me new blinds every week??? And they have a 90 day customer satisfaction guarantee. I'm not satisfied, and they won't do anything about it.

Desired Settlement: I would like a refund. I have wasted so much time trying to get these blinds to function and emailing picture after picture so they could see the problem.

Business Response: I feel awful for this customer. My team failed to do a good job at resolving this issue for her. I will be contacting her and offering a store credit / replacement to another product or a refund. I am really disappointed in my team and will work through their managers to coach them up.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

********* *****


 

 

7/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased 4 blinds online, the next day after ordering them I requested a change in sizes & mounts. I received a email back saying they were confirming the changes & would be shipping them out soon. When I received the blinds they were the wrong sizes/mounts and 2 out of the 4 blinds won't even open. They do not fit my windows and will not open. When I contacted Select Blinds I was told they shipped the correct sizes/mounts out and they would not exchange the blinds for the correct ones or refund me my money. I showed them the emails that I received confirming the changes & was told that the changes must be made within 24 hours of the original order, I informed them that the changes were made within 24 hours & I even received a confirmation back from them. I attached the email showing proof of this and the confirmation that I received saying the changes would be made. Bottom line is they refused to do anything about it, now I'm stuck with blinds that do not fit my windows properly or open and I'm out of a lot of money.

Desired Settlement: I would really like the correct blinds. If they are not willing to do this then I would like a refund.

Business Response: **** *** ****

My name is **** ******** I am the VP of Operations at SelectBlinds.com. Needless to say this complaint troubles me greatly. I will be reaching out to you today. I would like to see the email correspondence asking for the size change. I need to understand where the situation went sideways so I can correct the process through my managers. I am very sorry for the poor experience you have had and I will personally make sure the situation is resolved for you.

7/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The products I purchased (3 rugs) started unraveling after 6 months. The company (Selectrugs.com) refuses to recgonize that this is a defect in their rugs and stated that they only have 30 day in house guarentee. The rugs were purchased on 5/31/12 (order # ******). When I contacted SelectRugs on 2/5/13, the service rep stated that they would contact the manufacturer and get back to me. I never received a call back. I again called and spoke to another rep who said they needed pictures to send to the manufacturer, which I sent to her, again no reply back. I sent an email on 2/10/13 inquiring whether the pictures had been received and again no reply. I then called SelectRugs and spoke to a **** * and he assured me they had received the pictures. I called back on 2/16/13 and spoke to a ***** she asked me to resend the pictures to her and that she would assure me that she would get the pictures to the proper people. I waited until 2/26/13 and received an email from ****** stating that the company review the pictures and they could not do anything because the damage was from normal wear and rear. So I called the manufacturer and they stated that SelectRugs did not contact them. One of the rugs is under the kitchen table, we do not walk under the table, one is in front of the sink, again how much walking do we do in front of a sink and the third one is in a hallway. When I called back on 2/26/13 and spoke to the assistant manager, **** ******* he stated that the decission had been made but he would give us 50% the purchase of new rugs. First of all their website is offering 40% off all rugs which means I am getting off 10% from defective rugs and secondly they don't stand behind their merchandise why would I take a chance replacing these rugs. Rugs should last more than 6-7 months! Their website states risk free satisfication guarenteed!

Desired Settlement: I am hoping that SelectRugs.com will refund the price for these rugs that are falling apart. This is not normal wear & tear as they have insisted. We are senior citizens who do not wear out rugs in 6 - 7 months. We have purchased rugs at other stores many years ago that are still in great condition. Thank you in advance for yor help.

Business Response: Ms. *********,

I want to start by apologizing for the poor quality of rugs you have received. We work closely with our manufacturers to report situations such as yours. The manufacturer only offers a 30 day return policy on the area rugs you purchased. I am going to have my Customer Loyalty Manager reach out to you today and see if we can find some sort of resolution to solve the circumstances in front of us. If he is unable to resolve your concerns simply reply to this complaint and I will look in to this further.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

As of 3/22/2013 I have not yet heard back from the company regarding my issue.

Regards,

***** *********


 

 

Business Response:

I am very sorry for what you are going through. You will have your issue addressed by the end of day tomorrow.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

As of this date we have still not received any communication from Direct Rugs.... 

Regards,

***** *********


 

 

Business Response: Ms. *********,

We have shown the pictures to the manufacturer. The manufacturer states that they believe this rug was vacuumed with a brush vacuum cleaner. The brushes are what has caused the unraveling. I have asked our customer care team to reach back out to you, but a return of this product for a refund will not be an option as we are past the warranty period set forth on this product by the manufacturer.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Unfortunately this in not an hororable company.  They do not stand behind the products they sell, did not call us when they said they would (as they said they would do when we started this BBB issue), and now to say that the manufacturer states that we should not have used a vacuum to clean this rug is rediculous (in the beginning they said it was normal wear and tear and now it's a vacuum issue).  There were no instructions with the rugs that stated that we could not clean them with a vacuum.  How else do you clean a rug?  Obvisously they do not want to resolve this issue and the only thing that is important to them is to keep the hard earned money they took from us for these inferior products.  They are disgraceful and dishonest and I would not recommend anyone ever doing business with them.  

Obviously they do not want this resolved and I'm tired trying to get them to resolve this.  Apparently the BBB does not have any control over this issue and I thank you for trying to help..  All they had to do was either return our money or replace the defective rugs.  As a senior citizen I'm appalled that the only thing this company can do is make excuses and take advantage of others.     

Regards,

***** *********


 

 

7/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our family has purchased over $4,000 in window coverings from Selectblinds. I recently ordered blinds to replace the blinds in my daughter's room that let too much light into her room in these summer months. According to Selectblinds "guarantee policy" you must have ordered samples before you purchase blinds, or they will not honor the "satisfaction guarantee". According to Selectblinds.com website the blinds I ordered offer a 4.5 privacy/light filtering blind. The blinds my daughter's windows presently have on them are rated a 4.0. Dark out blinds are rated a 5.0. We wanted some light in the room, so we ordered the 4.5 rated blinds. Apparently, when I ordered samples, I did not order the same color I eventually went with. However, I did order samples of the blinds themselves. My problem is not the color, it doesn't do what it promises or the blinds are defective. They do not block out any additional light than the blinds we presently have in her window. I initially just wanted to exchange these blinds. I was then told absolutely not, because I didn't order the color blinds I had gotten as a sample. Now, I just want my money back. I don't want to do business with a company who has "satisfaction guarantee" on every page of their web site and yet do not stand behind any of their products and have no intention of providing the satisfaction guarantee to their customers.

Desired Settlement: I would like the $472.12 dollars back that I paid for blinds that do not do what the description on Selectblinds.com website says they do.

Business Response: Ms. ****,

I am very sorry that you are so unhappy with your product. It is our intention to give our customers the best possible information to educate themselves before they order. The product in question is a product that's light control can differ significantly based on the color selected. The darker the color the more diffused the light will become. This is not a room darkening or blackout fabric nor do we advertize it as such. That being said I am willing to step outside of our policy and allow you to return the shades for store credit. I will have one of our Customer Care Managers contact you with this option. I hope this show of good faith will convince you to drop your claim with the BBB and remove your negative post on Angie's list and all other sites that you have provided a negative review. I would suggest you order free samples of the product and colors you are interested in and hold them up to the window to get a better idea of light control before placing another order. In a light Filtering product the color can change drastically when put in front of a sunny window.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ****


 

 

7/15/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased blinds and they were cut too short, rendering them unusable. Contacted them with my concern and that not all were installed yet due to construction underway. Told they would note the account and when I knew if all 11 were too short to contact them again. I did this today to finally be told they do not stand behind their advertised quarantees in my case. Never told this until today. Contacted in Nov, January and one other time too. They have the nerve to say the only way they can fix is for me to buy again! Even with 50% discount that would be another $751.00 Bait and switch for certain!

Desired Settlement: I need blinds that are long enough to cover the windows they were bought for. The guy who took my order did not cut them long enough even an extra inch would have worked. I have 11 of the almost identical window/french door. All are too short. All other window coverings ordered are fine as they are too long and can be shortened. Never imagined they would be so difficult and now claim none of their customer satisfaction warranties apply to my order!

Business Response: *****,

I want to start by apologizing for the problems you have experienced with your order. We have policies in place to give our customers as much protection when they order as possible. It is essential that our customers follow the measure instructions provided. I see we have offered to remake the shades at a 50% discount which is at our cost. This order is outside the window of our FIT guarantee, but I am advising my customer Service team to allow you to return 3 of the shades to be remade at no cost. Any other shades will need to be reordered at the 50% discount we have offered. Please make sure and review the measuring instructions before reordering to make sure the shades come at the correct dimensions for your window.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I contacted you within the prescribed time regarding the poor fit.  At that time,  I had installed 7 blinds of the 11 needed for my frech doors.  The others were to be installed once the room was finished.  You told me you would note my account, I asked if I could wait until all were in to fix.  You said this was fine.  You need to honor your commitment to me and my $1,700 purchase. If there were any problems doing so I should have been made aware of this when I first called.  You need to stand behind your product and commitment.  I would not have bought from you otherwise...

I am in sales and work for a global manufacturer when we make mistakes - we make it right, plain and simple!  You are not even  to doing so.  I bought blinds and have the nerve to expect they will cover the windows I bought them to fit.  I have my notes and measurements - they are accureate!

Regards,

***** ******

Business Response: Ms. ******,

I do see in the notes that it states you believe you have 3 or 4 blinds that may need to be returned for a FIT guarantee on January 11th. We are happy to cover that many. My understanding through the complaint process is that now you are claiming all are too short. Our policy would cover the 3 blinds and I can even make an exception to cover the 4th, but it does not cover all of them. It is also my understanding that the measurements need to be changed to cover the windows you are requesting as you ordered the size of the glass and did not follow the actual measuring instructions provided on our website. I am happy to have our Customer Care manager contact you to discuss your options with you, but if all 11 need to be remade we are going to have to work together to find a resolution that benefits all parties. I will have them reach out to you again tomorrow morning.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

4.19.13 When I initially called I told you I had 7 blinds that were cut wrong and 4 more to install.  I wanted to handle all at the same time and was told to call back in when the final installation was complete and I knew if the last set were ok or not.  Again all blinds have the exact same mistake you did not cut them long enough to cover the glass window - defeating the entire purpose of my spending $1,700.00 for blinds to cover my windows.  You are getting the facts wrong you have offered me 3 then 4 free blinds when 11 are wrong.  All were cut too short all are for the most part the same window and installation- french door windows.  Even worse customer service when you can't get the facts straight...still very unhappy you are not living up to your warrantee/guarantee.  Still very unhappy!

Regards,

***** ******

7/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I order four blinds W 35 1/2". All of them came 1/2" shorter W 35 "

Desired Settlement: refund

Business Response: Ms. *** ****,

I am very sorry for your unhappiness. I have reviewed your order and it appears you were not aware that in our measuring instructions it states we will make all necessary adjustments to account for mounting hardware which for the product you ordered means we will take a 1/2" deduction from the ordered width. Luckily we are allowing you to return 3 of them per our Guaranteed FIT policy to be remade at the larger size. We cover up to the first 3 blinds that you order under this policy. The 4th can be remade at a 40% discount. I see this has been offered to you, all we need is for you to return the blinds to our office and we will proceed with the remake.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I order size W 35 1/2"  and I was expected to receive  W 35 1/2"  after calibration, cut off or whatever selectblinds has to do to achieve the desired measurement.

Regards,

****** *** ****

Business Response: ******,

I am sorry that you are unhappy with your product. Per our FIT guarantee you are able to return 3 of your blinds for a remake in the size you want. The installation instruction provided by our website were not followed and that is why the shades are 1/2" shorter than desired. I can offer to remake all 4 if you return the shades that you have that will not work at your expense and pay a $34.12 shipping fee on the new order. I am hopeful that this will resolve your concern and allow us to close the complaint. Should you feel the need to contact me directly my contact information is below.

**** *******
VP Operations

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I shouldn't be responsible for shipping charges both ways.

Regards,

****** *** ****

7/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Window shade was defective with labels and black glue. The company would not send out a prepaid return label and stated to me if I wanted credit for the blind I would have to sent it back at my expense. I told them that I would send it back and expected a refund to me of the postage to send back a defective product. After 4 conversations, they refuse to reimburse me. I stated that I would not be responsible to ship back a defective shade and requested their policy in writing of defective items. They would not comply. They do not disclose on their website what will occur with a defective product when it comes to charges for postage back to their company as the product is unacceptable for use.

Desired Settlement: I request ups shipping charge to be reimbursed to me of $13.94.

Business Response: Ms. *****,

I cannot begin to apologize for the manner in which this issue was handled. Our team did a terrible job of providing you the quality service that it typical for our customers. At no point should a customer be required to ship a defective product back for a return and pay for it. I have requested a check be cut to you for $13.94 and sent out to you this week. I hope you can accept my sincerest apologies.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

 

****** *****

 

 

7/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Jan. 5, 2013 I ordered blinds from this company. I received them on Jan. 24, 2013. Blinds were installed in the beginning of February. It was only at this time once the blinds were installed that I noticed the blinds were too narrow and the sun was visible. I measured the blinds to find out the blinds were not as I ordered but in fact too narrow and not manufactured according to my instructions. I ordered a width of 28 1/2" and I barely got 28 1/4" - making them too narrow for the window and not as ordered. I immediately contacted Selectblinds and was told "I'm sorry but after careful review of the photos you emailed us, we have determined the shades were in fact made correctly. We will offer you 40% off to reorder the shades." Their satisfaction guarantee policy states otherwise - yet they refused to correct this problem and only expected I spend more money.

Desired Settlement: Either a replacement to the size I ordered or a complete refund. If they expect me to return the product, a free UPS call tag issued so I do not have to pay for the return postage, as this was not my error.

Business Response: ******,

I want to apologize for the lack of explanation from our customer c are team on your order problem. Typically what happens on an issue like this is that the customer measures a shade they are replacing. In order to make the process simple for everyone our measuring instructions ask that the dimensions of the window be provided and then we take deductions to allow for mounting hardware and proper fit. When you do an inside mount you will always have some light penetration on the sides as the headrail and bottom rail or more narrow than the fabric itself. I have asked one of our CS managers to contact you and see what can be done to help you through this process.

Consumer Response: Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. [Provide details of why you are not satisfied with this resolution.]  The instructions on the website instruct the customer to "round down 1/8" when ordering the width" - not what you have stated in the reply here that the customer is supposed to measure the entire width of the window.  So I have been told that not only did I round down, your company also rounded down when the order was processed.  Therefore, clearly the width is not correct.  And the instructions should be updated on your site if you plan to instruct the customer to round down and then you also plan to round down.  The measurement I sent is correct and what I should have received.  I am still waiting on resolution to this matter. Regards, ****** *******

Business Response: ******, It is my understanding that you measured the actual shades you were replacing instead of the actual dimensions of the window.  Is this correct? I want to help solve this problem, but I need to understand the mistake before I can do that. You can reach me directly via email at **************************** at your convenience.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 Regards,

****** *******


No, that is not true.  We did not measure the existing shades that we replaced.  We measured the window frame as instructed on your website and then deducted the stated measurement.  We then compared that to previous shades made by your company in another bedroom.  Since our home is over 100 years old, all windows differ in size a bit.  So since the shades in that room were 24 1/2 and fit fine we decided to order that same dimension.  Not realizing you were also going to go ahead and make them narrower.  As no where on the website does it state that.  We assumed since you were telling the customer to deduct already - that was already taken into consideration and the shade would be exactly as ordered.  Unfortunately, that is not so and these shades are too narrow.
I've checked other sites, and they are very specific about ordering exactly the size of the window frame - and do not deduct anything.  Whereas, your order page tells the customer to deduct - so one would assume that was all that would be taken off.  It is very confusing.  I feel that since it is so vague, that I should be reimbursed and this situation remedied. 

 

7/9/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: i ordered eight blinds from Select Blinds a few weeks ago and when they came i hired a man to install them for me. When they took them out of the boxes to install we found out that they were all 1/2" too narrow for my windows and doors When I called the company they told me that they would re-make the blinds to my measuements but I had to pay (my cost) to send all these blinds back to the company before they would start making my new ones. I do not feel like I should have to pay (my cost) to ship these blinds back to them when they are the ones that made the blinds to narrow. I would like for them to pay to ship these blinds back to them. I will not recommend these people to anyone if they do not pay to ship these wrong blinds back to there company

Business Response: Ms. ***,

I am extremely sorry for the problem with your order. Typically in this scenario we find that measurements were provided to us that match the blinds being replaced. Unfortunately when that happens the deductions we take to ensure the blinds will fit with the mounting hardware cause the blinds to arrive slightly narrower than desired.  To help our customers when this type of situation arises we have developed our FIT Guarantee. This allows the customer to return the merchandise that was ordered incorrectly(Up to 5 Blinds).  In order to take advantage of this you must return the incorrect merchandise. Here is a link to our FIT guarantee.  

*********************************************************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

MY MEASUREMENT FOR MY BLINDS WERE CORRECT THE FIRST TIME I ORDERED THE BLINDS. IF YOUR COMPANY WOULD HAVE MADE THE BLINDS TO MY MEASUREMENTS THEN THERE WOULD NOT HAVE BEEN A PROBLEM. WHEN I PLACED THE ORDER I SPOKE WITH A CUSTOMER SERVICE REP AND THERE WAS NOTHING SAID ABOUT TAKING OFF ½” AWAY FROM MY MEASUREMENTS. I HAVE SPENT $116.00 SENDING ALL THESE BLINDS BACK TO YOU, YOU SHOULD RECEIVE THEM ON THRUSDAY MARCH  21, 2013. I EXPECT SELECT BLINDS TO RE-MAKE ALL OF MY BLINDS AND SHIP THEM BACK TO ME AS SOON AS POSSIBLE AT NO COST TO ME AMD  I WOULD ALSO EXPECT FOR SELECT BLINDS TO REMIBURESMENT ME $116.00 THAT I SPENT TO SEND THEM BACK ESPECIALLY WHEN I DID NOTING WRONG TO START WITH. I WILL NOT DROP THIS COMPLAINT UNTIL I AM COMPLETELY SATISFIED.

Regards,

****** ***

Business Response: ****** and BBB,

Per our FIT policy which I included in an earlier response we have remade 5 of your blinds free of charge. Per the notes in our system you are deciding what to do about the 3 other blinds that you need to reorder. I am hopeful that you will find that we have lived up to our guarantee and consider the matter resolved.

7/8/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 5/12/13, I ordered 4 Faux Wood Blinds. When the order was placed, I requested longer strings for the tilt mechanism as instructed by a sale representative from selectblinds.com. Since that time I have made repeated phone calls to acquire the tilt mechanism strings. I have been told that they have to acquire the tilt mechanism strings from another manufacturer but it’s been month. I have resorted to calling selectblinds.com every couple of days but I get the same answer from selectblinds.com - 'it’s in the mail'. I have 4 blinds sitting on the floor because I can't mount them without the longer tilt strings. Order # *******

Desired Settlement: I would like the 8 sixteen foot tilt pull strings mailed to me.

Business Response: Mr. *********,

I am very sorry for the problems with this order. It is my understanding that your problem has been rectified. Can you confirm that for me?

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9588351, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Jim Stevenson


 

 

6/29/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This reseller is advertising "total blackout shades" that do not provide total darkness in the room. They are about 1/4" shorter in each side letting light shine through. They are either missing some sort of rails on the sides or cut too short.

Desired Settlement: I need the shades to block all the light in the room.

Business Response: ******,

I am very sorry that you are unhappy with your purchase. The product is made from a blackout material, but will not provide a complete blackout experience. The only product we have that will provide the total blackout experience is our 1/2" Slumber Blackout Shades. They have a rail on the side which eliminates light penetration. These shades are significantly more expensive, but if you would like to return the shades you have for store credit towards the total blackout shades I can approve that. I will have someone contact you with this option today. I hope this is acceptable.

6/13/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order with this company on May 24, 2013 for a king size comforter set. As it was Memorial Day weekend, I figured my order would be a day or so late in coming. I checked the status of my shipment on Friday the following week, which said the order had still not shipped. I noticed an online chat on the site, but it was closed for the evening. I chose that option the next day. I spoke with a lady named ****** and she said there was an issue with the manufacturer, that she would contact me within 48 hours and let me know why my order was not shipped. I received no response. I tried the online chat again and spoke with ********, who basically told me the same thing as ******. 48 hours later I still have no response. Finally I call. I spoke to a gentleman named ****, He says that he sees what the issue is and will have it sent to me as soon as possible. I check today to see if it has been shipped. No. I tried the online chat again and speak with ******** again. I tell her my frustration and that it has been nearly three weeks since I placed the order and I still have no merchandise, but my checking account has certainly been billed. I asked if we could arrange some sort of substitution and was given the "lets wait and see what happens" approach.I went back to look at an image of the product I had purchased for the simple fact that I had forgotten what it looked like and it had been pulled from the site.

Desired Settlement: I would like Any of the following options: My original order a substitution for the same price or a full refund

Business Response: ***,

I see the order is out for delivery today. I am very sorry for the way this was handled. It is totally unacceptable and I will handle this internally with the team members that dropped the ball. Should you want to speak with me about your experience you can reach me at the contact information below.

**** *******
 VP Operations
SelectShops.com
****************************
************

6/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased over $600.00 worth of custom blinds from selectblinds.com, through their retail internet store. The blinds were intended for several different rooms in my home. I encountered several different problems with the blinds when they arrived. I called customer service and described the issues. Customer service was able to help me solve all of the issues, with the exception of one - which unfortunately was the biggest problem. I ordered 5 black opaque blinds for my son's room. The room is quite sunny, and the windows are directly on the street side of the house, posing significant privacy issues. I ordered the most opaque blinds that the company offered for this reason. When the blinds were installed we noticed that they did not match. Three of the blinds were made of one fabric, and 2 were made of another. The 2 smallest windows were made of the most opaque fabric - providing the perfect amount of privacy and sun protection (exactly what we ordered!), while the 3 large windows were made of a much more translucent and see-through fabric - providing practically no sun protection or privacy whatsoever. Passers by on the street can look directly into my sons room. I called the company, took many photos, emailed them, spoke to customer service people, etc. This went on for months and months and months and months. Each time I was told that they would issue a call tag for the smallest blind so they could "inspect the fabric". I would remove the blind, box it up and have it ready to go, and no one would ever show up with the call tag. This happened on 2 occasions. I sent dozens of emails and made dozens of phone calls, spending dozens of hours of my precious time on the phone with customer service people, begging to speak to someone in upper management. I felt that this called to be escalated to a higher level of customer service, yet no one agreed with me, and I was never allowed to speak to anyone in upper management. I was truly given the run around, like I had never been given it before!

Desired Settlement: I want a full refund in the form of a VISA credit for the 5 blinds that were labeled "****** room" on my order. I am ready to dispose of these blinds and order custom blinds from another company. Mismatched, no-privacy or sun protection blinds that I did not order are no good to me.

Business Response: *******,

I cannot begin to apologize for the manner in which your order has been handled. Nothing I can say will make up for the incredibly low level of service you have been provided. I have asked my team to immediately credit you for the shades titled ****** Room and to offer room darkening shades in a different variety free of charge if you want them. I want to assure you this type of service is not indicative of how our organization typically performs. I am hopeful you will give us an opportunity to make you a satisfied customer. If you want to reach me directly, I am the VP of Operations. My contact information is below.

**** ******* **************************** ************

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

In addition, I would like to add that in the many, many emails and phone calls to the company I suggested on so many occasions that my problem be escalated to a higher level of customer service. Each and every time I was told that that was not possible. I would suggest for the future you reconsider and design a course of action for the more challenging customer service problems, such as mine. BTW - I even tried reaching out through your Facebook page - to no avail.

At this point, I have been promised much and delivered little. I am impressed with the company representatives response, but will be even more impressed if he makes good on his promises!

Regards,

 

******* *******

 

 

5/31/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered blinds with a measurement of 51.5" width and 36.5" height. I received blinds that were 30" width and 48 1/8". The order confirmation stated that I ordered the latter size, but I am positive I did not. They said that I need to pay an additional $58.75 after paying to return it to get the correct size. I am certain that at the time of the order the size written was correct, and thus feel that this is a scam. I would not have agreed to buy the blinds at this increased total price, as they are available cheaper elsewhere. They refuse to refund my money if I return the item.

Desired Settlement: I do not trust this company after they insist that I must pay them more money to get what I originally ordered. There was either a glitch in their website or this is an outright scam. I want to be allowed to return the product for a full reimbursement.

Business Response: ********

We are very sorry for the mistake made on your order. We keep a copy of all order confirmations that are sent. The copy we have indicates you ordered the incorrect size. We are only asking that you pay the difference in cost between the shade you paid for that you state is the incorrect size and the new shade which is larger and more expensive. It is our policy that anytime we make an adjustment like this that the original shade be returned to us. I will have a manager contact you today.

5/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased blinds order ******* on March 26, 2013. They shipped the wrong color. After much going back and forth, they send a new shipment, but it was short on parts 23pcs, and did not include the top pieces. After much MORE going back and forth, (total of 13 emails since this began, and at least twice as many phone calls now, and I have copies of all email) they sent me the rest of the parts. The new parts are warped. Meaning I bough vertical blinds, and they are not vertical, but 23 of the 32 piece are warped, so I have a big gap in the window blinds. I have sent pictures, and get a "we will contact the manufacturer." I'm sick of holding my breath, the customer service is non-existent, and I have put a dispute on my credit card over this. I don't feel I have any other recourse in this matter.

Desired Settlement: Please send me 32 new pieces for my window that match. And do it NOW!! This has gone on for too long already.

Business Response: Ms *******,

I see we are actively working on this for you. I will have a manager call you and give you a status update on where we stand in handling this request.

Business Response: Your remake is due to ship today. I am sorry for the problems with your order.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I received the replacement blinds for the replacement blinds and installed them. Again. They are correct color, and are not warped. I am satisfied with the product now.
On another note, due to the fact it took 2 months to finally get correct product from this company, and only then due to countless phone calls, email, and finally a BBB complaint, I would highly suggest this company provide some training to their CS staff on what good customer service looks like to prevent the next customer from having the nightmare I had to deal with. Over window blinds, this is so not worth my trouble.

Regards,

******** *******


 

 

5/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had purchased blinds for my living room from select blinds a few years back,they have faded on the outside side of the blinds real bad,i thought the blinds were to be used in a window exposed to sun light,shouldn't they put something in the slats material to stop the fading???I never complained about this part of the blinds because i cannot even get them to take care of a simple valance clip that broke and the top valance piece fell down from the blind,i emailed them on 2/15/2013 regarding this matter,received an email back that a Kelly Wiggins would take care of these clips and send them out in a couple of days,never received or heard anything so i emailed them again regarding this matter on 2/27/2013,still never heard anything or received an email.On 3/6/2013 i had filed another complaint regarding this matter of the broken clip,the automated system sent an email stating the complaint was received by there system,never heard from anyone,what kind of business do they run that they do not take care of the customer??? never email anyone back,is this how they normally do business??? If so they need to shut down and stop ripping people off.

Desired Settlement: I was first writing them regarding the valance clip and wanted to get the valance back on the blind,then i was going to contact them regarding the badly faded 3 blinds that look terrible,just like they are 20-25 years old,but since they will not take care of the simple clips to rehang the valance piece on the blind,i haven't even started on the faded blinds that would just be wasting time since no one wants to take care of the clips needed.I want the blinds replaced and the clips actually sent to me.

Business Response: Mr. ******,

I want to apologize for the lack of service you have received. It is not indicative of how we run our company. I see you are a dealer in our system. I will have someone from our dealer sales division contact you about your concerns today.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ******


 

 

4/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Told me to fix and adjust the blinds ordered myself. They sent me a video to adjust the blinds myself? This was after returning blinds that weren't close to level. The second batch of blinds takes two hands to pull the blind down and they are not level with the window sill. We just gave up after 20 phone calls with continual mess ups...Out 300.00.

Desired Settlement: Someone needs to call and remake these blinds again. I'll send this junk back when the new ones arrive. I need to keep something on my windows for now. Problem is they are going to send more blinds that are crooked and don't operate correctly..What a disaster.

Business Response: Mr. ****,

I am very sorry to hear about the level of frustration you are feeling in trying to resolve this issue with your order. I have asked that a manager call you back tomorrow and help facilitate a solution to your problem. If they are unable to resolve your concern please respond back to this complaint and I will see to it that you are satisfied.

4/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered blinds from them and when they came they were the wrong color. They had sent me samples and then said the samples they sent were not for the blinds that I ordered. I have the picture of the color and the samples they sent me. They are Nothing alike. I just want them to send me the color I ordered.

Desired Settlement: I would like them to send me the blinds in the color I ordered or refund my acct.

Business Response: ******,

I want to start by apologizing for the problems you have experienced with your order. In reviewing your account it appears the samples you ordered are different because you ordered a sample in our Select Wood Blinds, but you ordered from our Designer Basswood Blinds product.  We want you to be happy so I have requested one of my customer care managers call you tomorrow to see if we can resolve this concern.

4/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In April 2012 I purchased Reminiscent roller shades from Selectblinds.com. I was going through a remodel so in December 2012 I began installing my shades in accordance with the instructions provided. When I put my shades up all of them had been put on backwards. If I put the backwards up exactly as stated the white side inside and colored part was on the outside. When I reverse the brackets the roller shades are no longer flush to the window so it is obviously defective. I have attempted to contact the company on numerous occasions only to get a voice mail to leave a message and they never called back or they never answered their phone. When I contacted them via email it took a while to get a response and when they did respond they stated well those are the only brackets for those shades and that was it! I emailed them back to say that I spent over $400 for shades that are useless because they were put on backwards. I received no further response. I now have shades that are of no use to me and felt that company does not stand behind their products as they claim.

Desired Settlement: I want my money back and they can have their blinds back with them paying the shipping back. I don't want anymore products from this company ever again.

Business Response: Ms. ********,

I want to apologize for the circumstances of this complaint. We strive to make the ordering process as simple as possible taking as much of the fear out of ordering window coverings as we possibly can. I am going to have one of my Customer Care Managers contact you and see what we can do to solve the problems you are having. Had this been brought to our attention in the first 90 days your experience with our customer care team would have been much different, but I am sorry that you feel as though we don't care. I assure you that we do. We will work with you to get your shades correct so you can enjoy them for years to come!

3/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Feb. 2nd 2013 I placed an order for blinds. The blinds came in on Feb 14th at the wrong size. I returned the blinds at my costs. On the 22nd of Feb. the replacement blinds arrived , they are also the wrong size. According to my email with the company (Feb 25th) they were replacing the order and comfirmed they are in production. On the 26th I recieved an email stating that have to reopen the boxes and take pictures showing the items were in deed the lenght I told them they were. The blinds came in at 46 inches rather than 63 that I ordered. I had already sent pictures of the boxes at their request. I have already packed up the boxes. They are not honoring the written commitment to replace my blinds.

Desired Settlement: I would like to have my blinds, since I am currently without window covering. If not, please refund my original costs. I have already paid to have items returned once.

Business Response: Ms. *******,

I am extremely sorry for the poor manner in which your request was handled. A manager will be calling you today to resolve this issue and get you the shades you need. There will be no more expense or inconvenience to you.