BBB Logo

Better Business Bureau ®
Start With Trust®
Central, Northern and Western Arizona

BBB Accredited Business since

Print

BBB Business Reviews may not be reproduced for sales or promotional purposes.

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 16 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 132 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

132 complaints closed with BBB in last 3 years | 38 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 22
Billing/Collection Issues 1
Delivery Issues 12
Guarantee/Warranty Issues 14
Problems with Product/Service 83
Total Closed Complaints 132

Customer Reviews Summary Read customer reviews

36 Customer Reviews on Select Blinds
Customer Experience Total Customer Reviews
Positive Experience 7
Neutral Experience 0
Negative Experience 29
Total Customer Reviews 36

Additional Information

top
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. Selectbedding.com SelectDrapes.com 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

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

About BBB Business Review Content & Services:

Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.

Professional AffiliationsX
X

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

X

BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

X

What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

X

What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

X

Thank you for your feedback!

Help us improve by taking our survey.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

Additional Phone Numbers

  • (480) 223-0764(Phone)
  • (800) 435-4978(Phone)
Find a LocationX

  Change Location
Show Only Accredited Locations


Complaint Detail(s)

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

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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/8/2014 Problems with Product/Service
8/22/2014 Problems with Product/Service
6/29/2014 Problems with Product/Service
6/2/2014 Problems with Product/Service
5/13/2014 Guarantee/Warranty Issues
5/5/2014 Problems with Product/Service
5/4/2014 Advertising/Sales Issues
4/29/2014 Advertising/Sales Issues | Read Complaint Details
X

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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/25/2014 Problems with Product/Service
4/8/2014 Problems with Product/Service
4/8/2014 Guarantee/Warranty Issues
3/28/2014 Problems with Product/Service
3/6/2014 Problems with Product/Service | Read Complaint Details
X

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,

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


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/6/2014 Problems with Product/Service
3/3/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/16/2014 Problems with Product/Service
2/7/2014 Advertising/Sales Issues
2/6/2014 Delivery Issues | Read Complaint Details
X

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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/16/2014 Advertising/Sales Issues
1/13/2014 Advertising/Sales Issues
1/7/2014 Delivery Issues
1/7/2014 Problems with Product/Service
12/31/2013 Advertising/Sales Issues | Read Complaint Details
X

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,

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


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/17/2013 Guarantee/Warranty Issues | Read Complaint Details
X

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,

****** ****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/16/2013 Advertising/Sales Issues
12/13/2013 Problems with Product/Service | Read Complaint Details
X

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
****************
###-###-####
***************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/8/2013 Guarantee/Warranty Issues | Read Complaint Details
X

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/5/2013 Guarantee/Warranty Issues | Read Complaint Details
X

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,

***** ****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/5/2013 Advertising/Sales Issues | Read Complaint Details
X

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,

***** ****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/31/2013 Delivery Issues | Read Complaint Details
X

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,

***** ***


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/29/2013 Guarantee/Warranty Issues
10/22/2013 Advertising/Sales Issues | Read Complaint Details
X

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 #********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/15/2013 Guarantee/Warranty Issues
10/13/2013 Advertising/Sales Issues | Read Complaint Details
X

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/11/2013 Advertising/Sales Issues
9/24/2013 Advertising/Sales Issues | Read Complaint Details
X

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.

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

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,

****** ****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/5/2013 Guarantee/Warranty Issues | Read Complaint Details
X

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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

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,

***** *****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Advertising/Sales Issues | Read Complaint Details
X

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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

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,

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


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/29/2013 Advertising/Sales Issues | Read Complaint Details
X

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,

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


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

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,

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


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

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,

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


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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

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,

****** ****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/15/2013 Advertising/Sales Issues
7/10/2013 Problems with Product/Service
7/9/2013 Problems with Product/Service
7/9/2013 Problems with Product/Service
7/9/2013 Advertising/Sales Issues
7/8/2013 Delivery Issues | Read Complaint Details
X

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


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/29/2013 Advertising/Sales Issues | Read Complaint Details
X

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/13/2013 Delivery Issues | Read Complaint Details
X

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

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,

 

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

 

 

BBB's Final Determination: Business offered a partial (less than 100%) settlement which the consumer accepted

5/31/2013 Advertising/Sales Issues | Read Complaint Details
X

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

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,

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


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

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,

***** ******


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

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!

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/8/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On 11/26/2012 I ordered a body pillow from bedding.com, it was never delivered. I have contacted them several times and they keep saying they are trying to contact manufacturer. It has been over 2 months an I have not heard anything back from them. Item was paid for when it was ordered.

Desired Settlement: I want my item delivered ASAP or a refund for item

Business Response: Ms. *****,


I cannot begin to apologize for this situation. It is inexcusable. I see that we show the package was delivered, but we failed to follow up on our end. I am asking that a new pillow be sent to you and that we credit your account for the amount you have spent. I hope this helps alleviate the stress we have caused you. I am very sorry for the poor service you received. A manager will be calling you in the next 24 hours to confirm this resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hi: I am in the process of having my entire house gutted, and remodeled. I now have all new windows in my house, and wanted new blinds for the new windows. I had my builder measure the windows for the blinds. I ordered some of my blinds from Lowes, and those blinds fit wonderfully (my builder took those measurements, too) I also ordered fifteen (15) sets of blinds that I liked from SELECTBLINDS.COM, spending $744.21 for my order. I placed the order 11/12/2012; however, the blinds were not opened and installed until the other day because the windows were still being worked on, and the builder didn't want the blinds up until the room was finished, so they didn't get damaged or dirty. I decided to go with SELECTBLINDS.COM because of all of the wonderful guarantees that were listed right on the top of their main web page: 90 Day Satisfaction Guarantee and Guaranteed F.I.T. I was certain if there were any problems they would be resolved without a problem, but that has not been the case for me. The first paragraph of their Satisfaction Guarantee reads: "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 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." Instead of offering to exchange my blinds (I have pictures to prove how awful they look), SelectBlinds.com has only offered for me to purchase all new blinds with a 50% discount. So, in essence, the 90 Day Satisfaction Guarantee and 100% Money Back Guarantee doesn't really exist, and is very misleading to customers. One man I spoke with even told me that I only really had fifteen (15) days to report any problems or dissatisfaction with my order, when their website is plastered with the 90-Day Satisfaction Guarantee. How does a 90 day guarantee turn into only a 15 day guarantee? Honestly, anyone who would see my blinds right now would never buy from SelectBlinds.com. I would think that SelectBlinds.com would want their product represented well in people's homes.

Desired Settlement: I would like to exchange my blinds for new blinds that fit my windows more properly. I still would like to give SELECTBLINDS.COM my business, and would like to work with them on this issue. If they truly believe in their Satisfaction Guarantee, why won't they offer to exchange my blinds for blinds that fit my windows correctly. If the new blinds cost more, I am happy to pay the difference.

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

We strive to always make to deliver for our customers. Your case is unique in the fact that you don't perfectly qualify for our FIT insurance or the 90 day satisfaction guarantee.  We want to help you though. I will have one of our managers contact you by the end of the day on Monday January 21st to resolve this issue.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/29/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On October 14 ,2012, I ordered a custom vertical blind from Selectblinds.com. I had ordered a color swatch prior to placing the order, as required by their website posted refund/satisfaction policy.We received the blind in a timely fashion, on October 20, 2012. The vertical blind dimensions were suppose to be 66 inches wide with 80 inch length vanes in Vintage Off White. These particulars were confirmed in an email that we received from Selectblinds.com. The order # was *******. The blind was ordered as a covering for a sliding glass door. Unfortunately, due to delays in home renovations in the room the blind was ordered for, we did not open the carton until Saturday 12/29/12. Selectblinds does provide a 90 day satisfaction guarantee as long as the color swatch was ordered prior to placing your order, so even delayed, we were well within that period. Much to our dismay, we immediately realized the blind was incorrect in color and dimensions. I immediately went online to Selectblinds website where a customer service chat is available. I had a chat with **** *****, the customer service representative. I explained that the blind was too wide by 2.5 inches (68 inches wide instead of 66), the vanes were too short by 50 inches (30 inches long instead of 80) and the color was a dark tan embossed instead of off white. She instructed me to email pictures of the blind, but said it was not necessary to ship the blind back. We emailed the pictures, along with size references that day (12/29) and she stated that when she received them, she would send us an email on Monday 12/31/12 to confirm that the blind order had been sent for reproduction. I would be happy to provide the transcript of the online chat if that is necessary. By Friday, 1/4/2013, we had received no communication at all from Selectblinds. I called the customer service number and after waiting on hold for 15 minutes, had the opportunity to speak with **** *****. She confirmed during the phone call, that she had received the requested pictures, but could not confirm at the time that the blind had been reordered. She assured me that she would send an email confirmation. After the phone call, I sent her an email confirming my understanding of the conversation, and that I would be looking for her email confirmation. By Monday, 1/7/13, no confirmation email had been received, so I proceeded to send her an additional email, but never received a response. I would be happy to provide copies of my email communications if that is helpful. On 1/8/13, having received no communication, I went to the Selectblinds website where there is the ability to send a customer service email, which promises to be addressed in one business day I would be happy to provide a copy of this correspondence.. On Sunday, 1/13/13, I received an email response from an ******* ********, requesting all the numbers that were on the shipping label of the box. I sent him an email within one hour of receiving his, enclosing the label numbers, along with an attachment with a photo of the label to avoid any discrepancy. Yesterday 1/23/13, we decided to pursue reimbursement from our credit card company as we had received no further communication from Selectblinds. I had also emailed ******** to inquire about the outcome of his request for the label information. This evening I received an email from him saying that he had never received the previous email, gave some non relevant information about the codes of the manufacturer and their business. The color is obviously wrong, the width is too wide and the length of the vanes are 50 inches too short. None of these problems were addressed in this brief email. We most likely received someone else's blind order. I have tried for 4 weeks to get the problem resolved and would like reimbursement so I may purchase a blind from a reputable dealer. If it's helpful, I would happily provide copies of all my written communications with Selectblinds.

Desired Settlement: A refund of $186.42 to my credit card would be acceptable.

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

I want to apologize for the poor communication you received as well as the multiple issues with your order. I see we have requested a remake on January 17th. If this is not the desired outcome you want please respond to this complaint. I have also asked to have a manager reach out to you and ensure your happiness.

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.

Since I had just received an email from *** ******** of Selectblinds.com last evening, 1/24/2013, with no indication that the blind is in or had  been sent for reproduction on 1/17/2013, I don't feel in good faith and after numerous communications with the company, that I can accept that (or believe it, actually). I had acted in good faith on 12/29/12, 1/4/13, 1/7/131/8/13 and 1/13/13 to resolve this problem in an amicable fashion. I would like the cost of the blind $186.42 refunded to my credit card as originally requested on my BBB complaint , filed on 1/24/2013.

Regards,

***** *****


 

Business Response: I have instructed my team to credit back your card the amount of purchase.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/28/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: False Satisfaction Guarantee, there is no asterisk or mark on their front page stating there are special terms to the satisfaction guarantee. Even during checkout there is no detailed requirement for a 90 day satisfaction guarantee.

Desired Settlement: I am willing to return + pay restocking fee to cover the materials and cost, however they refuse to even consider this.

Business Response: I am having a hard time understanding your complaint. If you click on the icon that states 90 day satisfaction guarantee it takes you to the following page: http://www.selectblinds.com/satisfaction-guarantee.html

This page clearly explains what needs to be done to qualify for this guarantee. If you still have concerns please  respond to this complaint.

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.

Here are the details regarding my actions I have Contacted SelectBlinds.com via online chat on November 29th 2012, representative stated I did not qualify 90-Satisfaction Guarantee if I did not order samples.  I disputed what about quality of rollers, they still stated I need to order samples.  Chat was closed by representative so I could not log/email chat to myself.

November 30th 2012 - I called to talk with a phone representative Anthony Scalise (nice and professional on phone and (1) e-mail reply attached) however he said his hands are tied and they stand by their policy about ordering samples, even explaining roller quality or dealing with the hassle of shipping to and from.

December 4th 2012 - Contacted via online another chat representative to follow up on 3 e-mails sent to Anthony Scalise's inbox (no replies back), with same policy statements.  I said specifically I did not want to bring this up to the BBB, and the response was "go ahead"____. Chat was closed by representative so I could not log/email chat to myself.

Attached is a screenshot of guarantee ad on front page of website.

*I also want to note the shades I ordered are not oversized.

I want a refund or willing to pay for restocking fees.


Regards,

**** ****


Business Response: ** *****

Our policies indicate that you must order samples prior to purchase to be eligible for our 90 day satisfaction guarantee. I can offer store credit, but I cannot offer a full return as samples were never ordered. I will make a note in your order to confirm that store credit is an option for you if you are willing to return the shades. I hope this helps!

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.

Hi SelectBlinds.com team,

Instead of store credit can I just ship the shades back and pay for restocking fees?  I feel this should suffice, or a full refund would be best.

Regards,

**** ****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This is my 2nd complaint with the BBB. I'm sorry that I don't have the original complaint #; however, I do want to say that as soon as I submitted a complaint to you the company sent me an email that I would have the 2 blinds in question by Dec. 21st. We did in fact receive the 2 blinds on that date but again they were NOT cut to the right size!!!!!!!!!!!!! At least we were able to sledge hammer them into the brackets so that we could have blinds on the 2 bedroom windows when our quests arrived the next day, but the hinges on the brackets won't close. My husband is so tired of dealing with these people that he's ready to pull the bracket hinges off and just leave it as is. The problem is some of the slats on the blinds are bowing because they didn't shave a 1/4 in off each side like they state on their website. I quess after our last complaint they wanted to get them in the mail so quick they didn't do what they needed to do. If you look up our prior complaint # you will see that this process have been going on since 11/13/12!!!!!!!!! We are still waiting for them to call a pickup for those blinds with UPS....I quess it isn't worth the waste of money to have them picked up. At any rate, we are no longer willing to deal directly with this company. Either they will make good on these 2 blinds or they won't. The measurement we gave them was 29 7/8 wide by 53 long. They state that they will cut off 1/4" from each side, which I calculate to mean that these 2 blinds should be 29 3/8. They actually are 29 7/8 and they fit too tight. I don't think it's too much to ask that they get this right. My order # with select blinds is *******

Desired Settlement: I want 2 blinds sent to me that are 29 3/8's X 53"

Business Response: I am very sorry that the blinds arrived at the wrong size. A new shipment was sent to you on the 14th of January. They were delivered today. If they do not fit please respond to this complaint.  I am very sorry for the frustration this has caused you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with selectblinds.com on 12/9/12. They falsely advertised "guaranteed by Christmas" and I chatted with them online and asked to cancel the order on 12/18r. Ashley from selectblinds said it was no problem and she would submit the cancelation and issue a refund. I then get an email 3 days later on 12/21 that miraculously the blinds had shipped. I then chatted with 2 more customer service reps and wrote emails saying I will refuse the delivery as I had canceled the order on 12/18 and will not be forced to take these blinds. I was told by 2 different reps tat they would talk to their manager and issue a refund and I never heard back. I have written records of all chat sessions and emails as proof that did cancel before they shipped and selectblinds is ignoring me. I also wonder if it is legal to chage my card when I place the order versus when the product actually ships (I was charged for this on Dec 9 and the product hadn't even shipped).

Desired Settlement: Refund to my credit card of $197.47

Business Response: I want to start by apologizing for the lack of follow up you received on your order. This is not typical behavior for our customer care team and I have asked the managers of the department to get involved. I expect a resolution for you in the next 24 hours.

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 answer did not provide a resolution, it simply said they will follow up within 24 hours which seems to be the typical run around this company gives and I have received many times already.  The only resolution I want is a full refund of the amount due back to me of $197.47.  I do not have the blinds, I refused delivery since I canceled well before they were shipped to me so they have been sent back to you by FedEx.  This refund should have been processed as promised on December 18, 2012 and as of today I still have no refund nor do I have (or want) the blinds.  I would like the refund processed immediately.    I have emailed all of my communications to Julia Janssen at selectblinds showing that I canceled the order with Ashley P. on December 18, 2012.  This is absolutely unbelievable that I am accruing interest on an order I canceled and have no refund as of January 2, 2013.

Regards,

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


 

Business Response: **********
We don't typically allow cancellation more than 24 hours after time of order. The order was in shipping when you attempted to cancel on December 18th and we were unable to stop the shade from shipping. We also did attempt delivery on the 22nd of December(Before Christmas as was committed on the site). The delivery was refused and was expected back to our manufacturing facility yesterday. You credit will be completed today. It may take 3-7 days to show on your account though.

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 to reject this response based on dishonesty on your part.  First, when I emailed customer service about the "Guaranteed by Christmas" they responded that the Faux Wood blinds WERE not included in that guarantee by Christmas which was not specified on your website.  Second, I have attached a screen shot showing my order status when I canceled the order, it clearly shows that on Tuesday, 12/18 at 9:22am the blinds had NOT shipped, in fact, there was NOT even an estimated ship date as you can clearly see.  Third, I have attached a screen shot of my chat session with Ashley P showing that I canceled on Tuesday, 12/18 at 9:59am and Ashley said nothing about a 24 hour period, nothing about any problem canceling and she said she would cancel and process my refund within 1 business day (this was on  12/18 which clearly did not happen).   I have been emailed and told that a full refund has been processed yesterday (1/3).  When I actually see the full refund I will accept that as settled.  I find it rather despicable the dishonesty I am seeing in the response from select blinds, shameful.  Good thing I have all of the proof of my communications with your company.

Regards,

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On December 30 2012, I **** ******** made an online purchase of wood blinds through SelectBlinds.com. On January 7 2013, I received an email stating my order was on back order due to material unavailability to which a projected date of January 11 2013 for material availability was stated. On January 14 2013, I called Selectblinds to follow up on my order and inquire on my order status. Once again I was advised material was on back order and they were to contact the manufacturer and request a delivery status. A small discount was also given towards my purchase. Per the agents comments, he was to email me a status report within 24 to 48 hours. When I did not receive any form of update on January 17 2013, I used the online website feature to inquire on my order status. I was then advised material had just arrived, my wood blinds were to be produced and sent out in a few days. On January 18 2013, I received an email stating material to complete my order was now on back order till February 20 2013. I was very disappointed and frustrated with the poor customer service, deception and lies. I called SelectBlinds on January 18 2013 to cancel my order and requested a refund to my credit card. I was advised my order was cancelled. On January 19 2013, I used the online website chat feature to follow up on the cancellation, to which I was told my order indeed had not been cancelled and was in production. Once again, I stated my dis appointment and requested the order be cancelled. My wishes were not met, and was given the " run around". I insisted an email confirmation of the cancelled order be sent to me and was was rudely disconnected. Last response was an update of my request would be sent in 24 hours. The customer service within this organization is horrible, deceptive and rude. No attempt to resolve my matter and or wishes has been met. Please accept this formal complaint against the services rendered by SelectBlinds.com for they are very unprofessional .

Desired Settlement: Since Selectblinds.com has not been able to deliver my product, and lack of customer service, I no longer wish to have my order active. I wish to have the current order cancelled and a full refund be given back to my credit card.

Business Response: I am very sorry for what you have been through. The communication you have received is not acceptable. Your blinds have shipped. We will be calling you in the next 24 hours to offer you a credit to keep the blinds. If you are not open to that a full refund will also be an option.

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. Due to the disappointing experience regarding customer service, i wish to request a full refund. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: First, i wanted to say i have called NUMEROUS of times and as i NOW sit on hold going on 22 minutes and JUST got transferred to Voice mail have only been able to get through to speak with someone once (1) I place an order NOV 22 YES NOV 22 i called more then 2 weeks ago to see what the hold up was, i was told you do not take personal checks. I requested to have my check sent back to me, The person on the phone said they usually shred them BUT HE will MAKE sure it will be mailed out. For the inconvenience he gave me 5 % off my order, and i told him when i receive my check i will send the payment out. WELL I AM STILL WAITING AND NO CHECK! I have tried and tried to contact you guys but have had no such luck! Do you guys even have customer service agents? HORRIBLE PLEASE SEND ME MY CHECK BACK AS I WOULD TOLD IT WOULD BE!

Desired Settlement: I want my UNCASHED personal check back THAT YOUR AGENTS SAID WILL BE SENT BACK TO ME

Business Response: The check was mailed back to you on January 11th. We are very sorry this took so long.

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,

****** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have been completely disheartened by the products when our installation contractor started opening the boxes. We initially discovered dents and pealing on the medal area of the shades in a couple shades. We then continued to discovered broken cords. The installs needed to stop because we did not know what to do with those defects.On 9/3 I contacted the customer service and was informed to email pictures (Spoke and emailed to Imelda Feland). She said she needed to wait until the next day to contact their production line.On 9/4 I contacted the phone number listed on BBB and left messages for Nick. In term Christy contacted me. And the communication hadn't been easy because of multiple people involved and they did not sync up within themselves. They only promised to replace one shade of 61X58.On 9/5 our install guy came in again and opened the last four shades and to my surprise, all four drapes/shades area have wrinkles areas in them - they are supposed to be smooth!! We checked the other shades and some more issues arise, for example there were always gaps in the corner of the medal areas, and sticky tapes that cannot even be removed!! Many shades also have wrinkled drapes/shades areas that we did not notice previously!!Now this is where I ended up 9/5 night to open this complaint and hope Select Blinds can take care of the mess!!BTW - our install guy charges $300 a day to install everything in one trip. We ended up getting him two times (and will come the 3rd time once new shades arrive). We shield at least $300 more labor costs just to deal with not having all the materials all at once.Given almost all shades are not in prime condition, getting all of them replaced do not seem to be an option. We had drilled holes on the wall and it's a sunroom!! We cannot re-drill, and getting the contractor back to install simply cost more money wasted!!

Desired Settlement: I would keep the shades (except for the one that has gone into reproduction for replacement) with a discount of 40% of total amount paid. Roughly 20% will pay additional labor, and 20% would go for the imperfect shades that will permanently stay in our sunroom. :(

Business Response: *** *****

I am very sorry to hear about the problems you are experiencing. We want all of our customers to be satisfied.  I see that we are already re manufacturing some shades for you. One of the shades was damaged and one that was ordered by you at the incorrect size. If you have other shades that need to be fixed or replaced simply call us at 888-257 -1840 and we will be happy to assist you with those shades as well. Unfortunately, We will not be able to offer another 40% off your order, but we are willing to address the problems you are having with your shades.

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.

10 out of the total 14 shades have defects. Are you okay with replacing all of them?

Our contractor also charge $300 for him to come out to re-do the install. Plus the previous two installs - the extra labor cost due to the defects will be $600.

I will be okay to resolve this issue with reimbursed additional labor cost plus replacing the ten shades (9 are not replaced yet).

Please let me know.

Thank you.

Regards,

******* ****

 

Business Response: *** *****

We stand behind our products 100%. If there are defect we will address those problems with you and make sure the product functions as our website claims it will. We have no control over who installs our product.Our products come with easy to follow do it yourself installation instructions.  If you choose to enlist an outside company to install your product, that relationship is between yourself and the party you select. We cannot  be tied to that 3rd party service for their workmanship or the fees they charge. As most of your issues with the product is cosmetic, I am willing to offer to fix the items that have size issues due to incorrect measurements being given to us at time of order and a couple lift cord parts that  and offer $300 off your order if you are willing to keep the product with the slight cosmetic issues or I am willing to fix all 10 shades that have cosmetic issues and provide no credit. Which option would you like to pursue?

*Quick note about progress of solving the issues on the shades considered problematic is below:

We have sent remakes or parts for all of the shades that were brought to our attention for  incorrect size or broken lift systems. The only issues that remain unresolved are the scratches, 1 small dent, and some wrinkling of the fabric ( Which happens periodically, but almost always goes away after a short time).

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.

Select Blinds, those scratches, dents etc cannot be going away by themselves.  and those happen on majority of the blinds. I don't think any customers are paying the money to expect dents and scratches on supposedly brand new products. The quality is completely unacceptable. The subsequent customer service is also not addressing the real issues.

Regards,

******* ****

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

1/22/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Placed an order on November 29. Websited says item would be shipped with 3-7 business days. Today is Dec 22 and nothing has arrived. I've placed NUMEROUS emails and calls to the company re: the order, but get the run around with them telling me it "probably shipped" or "should be shipped" or "we'll look up the information and email you an update." Of course, I never hear back from them. I have been charged for an item and expected it to be here by Christmas, but it hasn't (and looks like it won't) arrived in time to surprise a 10 year old boy. Frustrated beyond belief with this company that I have to constantly check in with to see if something has been shipped and then get ignored. They don't even respond to my correspondence at this point. Order number in question is #******.

Desired Settlement: If the item STILL hasn't shipped, I'd like complimentary overnight shipping to get the item here ASAP.

Business Response:

Ms. **********,

 

I want to apologize for the awful service you received. We were not prepared to manage the amount of orders we received this holiday season. I have found that your order was shipped on December 21st and Delivered on December 26th. Please respond if you need further assistance.

 

 

 

 

 

Best Regards,

 

Nate Kennedy

VP Operations

SelectShops.com

nate.kennedy@SelectShops.com

Tel (480)302-5163

Cel (480)229-8009

 

Description: Description: Description: Description: INc500-IR500logoV2

SelectBlinds.com

SelectRugs.com

Bedding.com 

 

P SelectShops supports conservation. Please consider the environment before printing this email and other documents.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/20/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 31Oct2012 we placed 3 separate orders for our rental properties and we only we received 2 orders. We have been calling everyday to resolve and after a month of arguing they agreed to remake the order. The only problem is that they remade the wrong order and this is even after we told them that it was the wrong order. I spoke with someone on the phone and they said the issue was that we only had 2 orders placed and that's why they remade the wrong order. The issue with that is my husband was charged for 3 separate orders on his credit card and we have the statement to prove it. This constitutes as fraud and we would like the 3rd order refunded immediately or for the blinds to be made. Here are the 3 charged amounts and the transaction numbers. I emailed the credit card statement to their customer service rep at slectblinds.com but it's been a week and I still haven't heard back from them. 1. 11/01/2012 amount 153.59, transaction (***************) 2. 11/01/2012 amount 261.85 transaction (***************) 3. 11/02/2012 amount 162.43 transaction (***************) The 2 orders that we received were ******* and *******. I don't have the 3rd order number because one of the reps deleted it from the site and I have no idea why. It was originally supposed to be delivered to **** ******* *** ******** ******** ** *****. We have had plastic on our windows since 31Oct12 and we really would appreciate for this to be resolved asap.

Desired Settlement: I would like a refund for the order that was not made to my husband's credit card or a replacement order made immediately please. Here are the measurements of the blinds that were not made in case you decided to make them instead of refunding. 1. 70 1/2" W 59" H 2. 58 1/2" W 58 1/4" H 3. 70 5/8" W 59 1/4" H 4, 58 1/2" W 59 1/4" H All of them are 2" Priority Faux Wood Blinds, bright white, Iand nside Mount Returns-Add returns | Mount Type-Inside

Business Response:

Ms. ******,

 

I am very sorry for the lack of response my team has provided you. This type of behavior from my CS team is inexcusable and thankfully not the norm for our operation. I have asked one of the managers to contact you within 24 hours and remedy this situation.

 

 

 

 

 

Best Regards,

 

Nate Kennedy

VP Operations

SelectShops.com

nate.kennedy@SelectShops.com

Tel (480)302-5163

Cel (480)229-8009

 

Description: Description: Description: Description: INc500-IR500logoV2

SelectBlinds.com

SelectRugs.com

Bedding.com 

 

P SelectShops supports conservation. Please consider the environment before printing this email and other documents.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We ordered blinds and shades online from this company in Oct. We received the product and were pleased with the blinds but the shades did not hang properly. The website said that they had a money back guarantee but when we tried to resolve this issue they said that if we hadn't ordered a sample there was no guarantee. So we got our credit card company involved. After we did this the company agreed to have the blinds sent back to them for inspection. We sent them on Dec. 14th 2011. Received and email from the company on Jan. 12th stating the inspection had been done and the shades were fine and would be sent back. I emailed them back after a couple of weeks and asked where they were and told they were on their way. That is when they were actually sent. Then I emailed again asking for a tracking number and received that on the 29th to find that the product had shipped out on the 27th. Received the box on Feb. 2nd and it was the same exact packing that we shipped. It hadn't even been opened!!!! They never even inspected them!!!! Totally rididculous.

Desired Settlement: We want a total refund for this product. We communicated with them from the beginning and gave them every chance to fix the issue which they continually ignored and did not even have the decency to open the box and inspect their defective product. Unacceptable!!!!

Business Response:

**** *******

 

I am very disappointed to learn of the unfortunate experience you have had with our products. I have asked Sean Ardry our customer care manager to contact you and resolve this issue. It is really unfortunate that you have had such an awful experience. It is my expectation that Sean will resolve your concern and make the situation much better for you. He will be contacting you in the next 24-48 hours.

 

 

Best Regards,

 

Nate Kennedy

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,

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


They said that a Customer Care Manager would be contacting me within 24-48 hours and I never heard a word from them.  No phone call or email.  Thank You, Jodi DeCola

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/16/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Ordered a rug from select rugs on 12/14/2012. Emerson (2231A) rug(10 x !3) order#******. Ad reads 5-10 free shipping. I have not received a tracking #. Tried to call ,but put on hold, It will be 3 weeks this friday(1/4/13) I emailed customer serviceDear *****,CLint will be following up as SOON as he receives a status update from the manufacturer.Thank you for the opportunity to earn your business,If you have another question or reply you can send to http://www.selectrugs.com/contactus.aspx or visit our homepage for more information.The SelectRugs Customer Service Team877-772-6674SO selectrugs is selling something they don't have,Sounds like im being scam out of $410.

Desired Settlement: I WOULD LIKE A REFUND OR RUG SHIPPED TO ME.

Business Response: I am extremely sorry for the poor communication you received on your order.  The rug you wanted was on back order and we failed to properly communicate that to you. The order was canceled on January 8th and credit was issued.

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,

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


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased 3 sets of blinds from this company on 12/14/12. The blinds arrived a week later and one of the sets of blinds was not the size I ordered. I contacted the company via live chat and spoke to a representative, Dana. She wanted me to take a picture of the blinds, against a tape measure and then email the picture to her. I did not have a camera to do this, so she said that they would need to send a representative to my house to ensure the blinds were not the right size and then return the blinds for an exchange with the correct size. She said I would receive an email on 12/31/13 informing me when a person would be coming out to the house to do this. I did not receive an email on 12/31/13. On 1/3/13. I phoned the company again and was put on hold for 20 minutes and then was sent to a voicemail without being able to speak to a representative. I used live chat and spoke to Mica. He told me that I would receive an email in two days informing when someone would be picking up the blinds. Once again no email. I then received an email with a label and tracking number and it said that USPS tried to pick these blinds up 3 times with no success. Again I called the company and was told that that email was sent in error and that this representative would be contacting the shipping company to find out when the blinds would be picked up. This he said may take upto 48 hours and I would then be contaced via email. This conversation was on 1/7/13. Today is 1/12/13 and I have heard no word from this company.

Desired Settlement: I would like these blinds picked up ASAP and a replacement sent immediately. I needed these blinds for company that I am expecting. I asked the company to return all three sets of blinds so I could go to another store or company to purchase the blinds because I don't have time to wait for these blinds or to spend my time continuing to call and wait for this transaction to happen. I was told that because only one set was the wrong size I would need to keep the other two. These three sets of blinds are all for the same room and need to be uniform and the same color etc...I am forced to deal with this company until I get my blinds.

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

I am very sorry that you had to file a complaint with the BBB in order to get the attention you need to solve this issue you are currently dealing with. I have asked my SC team to reach out to you in the next 24 hours and resolve the issue you are currently experiencing. Should that not happen please respond to this complaint.

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,

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

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/15/2013 Problems with Product/Service
1/13/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On 11-25-12, I ordered an area rug and rug pad (order # ******). I received the rug pad on 11-28-12. I have not received the rug. On 12-11-12, I called the phone number on the site and spoke to ****** who told me she was sending an email to the manufacturer to inquire into the delivery date. On 12-18-12, I called and spoke to ****** who told me the person who knew when the rug was to be delivered was not at work that day and someone would call me the following day with a tracking number. I have called several times since and after being on hold for 10 minutes I am transferred to voice mail. No one returns my calls.

Desired Settlement: I would like the amount charged to my credit card refunded.

Business Response: I want to start by apologizing for the lack of follow up you received on
your order. This is not typical behavior for our customer care team and
I have asked the managers of the department to get involved. I expect a
resolution for you in the next 24 hours.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/10/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On November 2, 2012 I placed an order (#*******) online with select blind. I ordered 3 blinds which I received on November 16, 2012. After hanging the blinds and lowering them, I noticed that they had black scratches on them. I immediately sent an email to Select Blinds and told them about the black scratches on them. On November 22, 2012, I received an email from CSR Kelly Wiggins asking me to send her photos of damage on blinds, which I did. As of December 4, 2012, I had not heard from anyone including Kelly so I contacted Select Blinds again, at which time I spoke to another CSR and told her all of the above. She told me that she would have Kelly contact me ASAP. On that same day ( 12/4/12) I received an email from Kelly asking me to resubmit the photos of the damage which I did. I also asked her to please confirm that she had received the photos, which she never did. I then waited patiently for several days and had not heard from anyone so I sent another email to customer service requesting info on the status of getting my blinds replace. After several days, on 12/12/12 I received an email from Select Blinds (unknown person) which stated the following; "Dear *****, We got the photos but are having some technical difficulties getting them over to our production manager. We are going to get these sent over and a remake started here shortly. =) " After this last email, I have sent several emails and have called and have not heard from Select Blinds.com or been able to get anyone to give me a straight answer. As of today's date Jan 9, 2013, it has been almost a month since this last email I received. Select Blinds.com has been giving me the run around and has not lived up to their supposedly 90 days satisfaction guarantee advertising. They have horrendous customer service and definitely do not stand by their product.

Desired Settlement: I originally wanted replacements which obviously is too much trouble for them, so now I am requesting a price adjustment a long with a letter of apology.

Business Response: Ms. ******


I sincerely apologize for the lack of attention your problem has received. It is evident to me that our team completely dropped the ball here on multiple occasions and failed to adequately address your concerns in a timely manner.  I know my apology does not make this right, but I wanted you to understand that I take this very seriously and to that end I have asked one of my managers to call you in the next 24 hours and walk this through to completion for you. I hope my deepest apologies and the actions you will see my team take will be the first step in restoring faith in our company.


Regards,

Nate Kennedy
VP Operations
SelectShops.com


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 do not know what their
resolution is going to be.  I will consider this complaint being satisfied once an agreement has been reached and met. 

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I e-chatted with customer service rep. back in beginning of Nov. '12 regarding a blind I purchased that was defective and was told there was a warranty. She was putting order through then. I have subsequently followed up 2 weeks after, then via 4 emails to customer services reps only to be told I was going to receive samples shortly. I stated I just wanted the blind replaced with a white colored blind of equal quality. I was given the name of a specific rep. to deal with only to have her not respond as well. This company said I would be receiving another blind since mine was apparently defective and they have not done same

Desired Settlement: I want a white colored blind of the same quality/features as I originally purchased which was warranteed.

Business Response: I am very sorry for the poor manner in which your request has been handled. I have asked my CS managers to get involved to help facilitate an acceptable outcome on this order. They will contact you in the next 24 hours and will expedite resolution. The product you ordered has been discontinued, but we will stand behind our warranty and provide you with a replacement in a different collection. I am sorry the process has been so difficult 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,

***** *****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/3/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Placed order Nov 26. Bed skirt did not arrive with order. Have contacted them multiple times, but continue to get the run around and be put off for answers. They say they'll get back to me, but never do.

Desired Settlement: I just want what I ordered, especially since I was charged for it.

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

Your bed skirt has shipped.  I am very sorry for the lack of communication you received through the process, It appears you received the product on December 27th. I am really sorry for the delay. If you still need assistance please respond to this message.

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 is satisfactory to me. 

Regards,

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


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had ordered samples from selectblinds.com. Two of the samples were for their 3/4" cordless single cell blackout shades, one was "latte" the other "barley". I ordered blinds for my window in "latte". On December 1st they arrived in the wrong color. It looks like the "barley" color. I don't know if they switched up the samples of just manufactured the wrong color. Immediately I sent a complaint through e-mail on their website. Two days later no response, so I kept calling customer care (888-257-1840). After about 10-15 minutes it would go to voice mail, so I left a detailed message. After three more days of not getting anyone on the phone I did another online complaint. Still no response at all. I don't know if they went out of business or what. My order number was *******. My sales order number on the paperwork was *******.

Desired Settlement: Send me what I ordered or refund my money.

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

I cannot begin to apologize for the mistake that was made on your order. I have spoken to my Customer Care Management staff and asked that someone reach out to you today. Please accept my apology. This type mix up rarely happens, but it should not make it to a complaint status. You will hear from us shortly.

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,

***** ******


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/18/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have made repeated attempts to work with Vendor, selectblinds.com, to correct a custom cut blind that I ordered on their website. The Vendor has sent a number of remakes all of which have failed to fit. Vendor has now stopped responding to all of my emails. I ordered 4 separate blinds with Vendor on 4/24/12. In addition to the basic frame measurements, I specified that a “cut-out” was also needed for the blind in my kitchen. A cut-out involves additional/special trimming of a blind. The kitchen window frame had tile back splash encroaching the lower part of the window frame. I was delivered this blind on 5/14/12. After hanging the blind, I discovered that it didn’t fit. The blind was not trimmed to fit the lower dimensions that I furnished in the cut-out instructions. I contacted the Vendor. At first Vendor refused to remake blind, indicating that I had furnished incorrect measurements. I addressed the Vendors concerns and provided additional photos of the ill fitting blind to which the Vendor accepted that they were at fault. To make the corrections easier I explained that the blind would fit if the 1st (5) slats were cut to equal lengths. Vendor agreed to remake such blind to desired specifications. I received the remake blind around 6/19/12, when I went to install the blind I discovered that it was cut exactly as the original. I contracted Vendor who agreed to again remake to my specifications. I received the second remake on 7/11/12 . This blind was also not cut to my specifications. Vendor trimmed only the 1st (4) slats, not the 5 as I specified I received the third remake on around 8/12/12. This blind was also not cut to specifications. Vendor trimmed only the 1st (3) slats, not the 5 as I specified I received the 4th remake on around 11/14/12. While this remake did in fact have all 1st (5) slats trimmed, it didn’t have the same total number of slats as all other blinds that I had previously received. When I requested that the 1st (5) slats to be trimmed to equal lengths I was assuming (relying) that a remake would be of the same design as the original, all the remakes, and all other blinds that I received from Vendor. All the other blinds start with a non-function 1st slat that rest directly on top of the Bottom-Rail. In fact, when I browsed TP website I found pictures from which show that their blinds are designed this way. Omitting this slat resulted in an over trimmed blind which is neither esthetically or functionally correct. I again sent an email to Vendor representative which included a picture of the overcut blind, the other blinds that I received and a photo of a blind from there website with this non-functioning 1st slat. Vendor has not responded to my emails for over two weeks.

Desired Settlement: I no longer desire to work with this Vendor, and it appears from their failure to respond that they no longer desire to work with me. I have spent countless hours installing, uninstalling, photographing, writing emails and disposing of worthless blinds that do not fit. I am requesting that I be issued a refund in full for the cost of this particular blind. Cost of the blind w/ tax = $275.56

Business Response: I am very sorry for the poor service you have received. I will have a Customer Care Manager call you and handle this for you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/17/2012 Problems with Product/Service | Complaint Details Unavailable
12/13/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Two issues:1. Ordered blinds (blackout cellular) and received in May 2012. Yesterday (June 10,2012) the cord broke. There was no misuse (only adults here). When I called to report it, they will repair it for free but we have to pay for the shipping. I am just unhappy that we had them for such a short time and they are already broken.2. We ordered sample colors for wood blinds. We found the shade of color we wanted and placed our order. We order FIVE blinds in this shade. When the blinds arrived they were NOT the same color as what we had picked out instead, they are a deep PURPLE. I called multiple times and the phone was always busy and sent me to an answer machine service that said they would call back. I finally got in touch with them today. The woman explained to me that even though I requested sample colors the 'american' style was not the same as the 'other'. I guess I ordered samples from the 'other' style but ordered the 'american' style for blinds. The shade of color was exactly the same name but different COLORS. The woman said there was nothing she could do. She will not take the blinds back, won't do an exchange, nothing. All she will do is give 50% off our next order from them. What in the world am I going to do with five PURPLE wood blinds?3. The customer service woman was not kind or pleasant. I was very nice and tried to be as positive as possible. I was polite and kind. She was not and I would consider rude. I went with selectblinds because I saw that you all gave them a A+. Please change that. :)

Desired Settlement: I would like the blackout shade to be replaced and not have to pay for the shipping since it didn't even last a month.I would like to switch our five blinds to the correct shade of color. Thank you.

Business Response: *****,

I am really sorry for the poor service you received. You should not have to pay for shipping on a  shade that was delivered that recently. I see we have sent you a Prepaid Label. I am also very sorry for the rude nature you felt our Customer Loyalty rep showed in your conversation. I have asked one of my manager to call you and make sure we are meeting all your expectations.

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.

The compliant was two-fold.  The first, about the blind that broke and paying for shipping, has been resolved.  The second, has not. 

We requested (1/1/12) sample colors from select blinds and chose 'mahogany'.  When we received the blinds, the color of the blinds were NOT the same color as the sample.  When I called to speak with the customer service representative she was rude (thank you for your apology) and said that there was nothing she could do.  The color is NOT the same.  NOT remotely.  According to Select Blinds documents that they sent with the blinds...   100% MONEY BACK GUARANTEE  ... We believe that the shopping experience isn't complete until your new window fashions are installed, and that you are completely satisfied with them.  We back this up with our 100% Money Back Guarantee.  Quite simply, if you are not 100% satisfied, we will do everything possible to address making it right for your custom made window blinds or shades.  If it is out mistake, or freight damage is incurred, we will immediately take care of the problem at our expense.  If the problem cannot be fixed, we will refund your money..."    

The color is not the same as the sample.  I feel that we should get to have the blinds in the color that we chose from the sample.

Regards,

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


 

 

Business Response: Ms. ********,
We offer many types of wood blinds. The colors are not consistent through all of them. For instance we have a mahogany color in multiple lines of our wood blinds, this is why we offer samples. In order to get the color you want, you must order the product in which the color you want exists. On your sample order you ordered samples of the Designer Basswood blinds which has a mahogany, when you placed your order, you chose American Hardwood blinds which also has a mahogany, unfortunately they are not the same shade of mahogany. That being said, I am authorizing you the ability to return your blinds at your expense to our facility and we will give you store credit towards another purchase. I can also authorize an additional 10% discount off your 5 blinds if you would like to keep them. I will have one of our managers contact you and see which option you would like to proceed with.


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 wanted to info you that Select Blinds called a month ago and resolved the issue then. 

Regards,

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


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/13/2012 Problems with Product/Service | Complaint Details Unavailable
12/12/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband ordered three sets of blinds and one set of vertical blinds for our home. We felt safe ordering from the site because of the many places that advertised "Our Fit Improvement Team (F.I.T.™) will help you get the right fit; we will correct the problem for FREE!" This "FIT Guarantee" is all over their website and they're very proud of it. However, the day after he placed the order, I realized that he had made the wrong measurements, and I immediately submitted a change request by phone (less than 12 hours after placing the original order). The customer service agent said he would see what he could do. The next day, I got an e-mail from him saying that he was unable to make the changes but not to worry about it because it wouldn't make that big of a difference. I suspected he was wrong, but there was nothing else I could do. When they arrived, all of the blinds I had wanted to change were wrong and had to be returned. While the "FIT" policy allowed me to send them back, they did not cover the $84 in shipping that I had to pay to send them back. They also charged me again for the replacement blinds until the returned sets were received and inspected. To claim that your company will "correct a problem for FREE" is absolutely misleading when the central fee incurred in returns is the return shipping. If you don't cover return shipping when the customer has done absolutely all they can to make something right, don't advertise otherwise. SelectBlinds.com accepts returns and that is all. They do absolutely nothing to go above and beyond and to make matters worse, Ashley Ponders, the customer service rep I spoke with, was terribly rude and didn't help at all. I had intended to replace all of the blinds in my home here, but no more. This is unacceptable.

Desired Settlement: I would like to be reimbursed for the shipping charges since I made every effort to correct the measurements beforehand. As it is, I have now been charged twice for blinds that may or may not fit correctly and I am also out $84 for shipping because SelectBlinds actually WILL NOT correct the problem for free.

Business Response: I want to apologize for the horrible experience you had. I promise this is not typical for our customer care team. We strive to keep our A+ rating with the BBB. I have asked my customer care manager to call and handle this credit for you. I apologize for the inconvenience this has caused 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,

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

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/5/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered on November 23, 2012. The order number is *******. I received the product on Saturday, December 1, 2012. The item arrived fast and I was happy with the product. However, when I installed the valance, I noticed that it did not cover the sides of the main hardware. According to Select Blinds, my product has the "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." I have tried calling Select Blinds during their customer service hours. I called on Sunday, December 2, 2012 four times during their operating hours. I called on Monday, December 3, 2012 three times during their operating hours. I was placed on hold all 7 times for about 9 minutes and 30 seconds. Then it would asked me to leave a message. I have also sent an email to Select Blinds, but have not received a response. I would like Select Blinds to contact me about my order. Thank you.

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/28/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with SelectBlinds.com, on Feb. 20, 2012, #*******, for 3 each, 2" Priority Wood Blinds, Oak color; what I received was the wrong color, Golden Oak. I contacted the SelectBlinds.com customer service rep., **** *****. Ms. ***** has been uncooperative solving a mistake clearly made by this company; even after several attempts on my part to provide the proponderence of evidence to support my claim. This is what I sent to SelectBlind.com:Per the PDF that I have enclosed is what you sent to me. There are three (3) different colors of oak... 1). Background samples which show "golden oak" and "oak" is the sample that was sent to me.2). "Colors" is the sample I downloaded from the Select Blinds website, color I wanted, thought I ordered but did not receive3). The color of the blinds (Golden Oak) manufactured, billed and to sent to me.I did not order the golden oak., but that is what I received. As I mentioned in an earlier phone call to you, my credit card company has disputed the charge and I have provided them with the evidence I provided to you. Furthermore, if this does not satisfy your company for their mistake, I am prepared to contact the BBB to file a claim against Select Blinds. I can provide the BBB a .pdf file for you to see that I ordered Oak color from their sample, but that is not what I received.

Desired Settlement: Full Refund of $312.17 and for SelectBlinds to pick up their inferior product from residence and issue me an apology for causing me pain and suffering.

Business Response:
I want to start by apologizing for the poor experience you have had with us. We strive to ensure that every customer is satisfied with the product they receive from us. We offer many types of blinds and shades from many manufacturers. This causes the unique problem of having many oak and golden oak blinds that while in name are the same, in presentation they can be quite different. This is I fear what has happened to you and caused so much frustration. I am confident that had you ordered free samples, we would not be in this situation. Dana has tried to accommodate you by scheduling a pickup multiple times. We have a scheduled pickup today. Plase have the blinds ready for FedEx and when they are returned we will refund your card. We are going outside of our policy to allow you to return the blinds and paying for the return shipping, but we will not be offering to schedule any additional pickups. If this one is not successful, you will be required to return the blinds at your own expense for credit.

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,

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


 

Consumer stated the company picked up the blinds on 04/24/12. But to date he has not received a refund or replacement. Consumer is seeking his money back. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/5/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We ordered custom fitted blinds from Select Blinds.com. They arrived over two weeks late and the product is not as described. The bottom rails of the blinds are not fabric covered. The website states that standard blinds have fabric covering. It does NOT state that they are not available the way we ordered the product. Additionally, Select Blinds state that you must order a fabric sample in order to return or dispute the product for ANY reason. This is in their terms and conditions which are also listed as one of the last items on their screen. I think this is done on purpose to hide that fact. Regardless, it would seem to a reasonable person, that a fabric sample should not mitigate a product quality issue NOT involving fabric. I simply cannot believe that stating that would cover them from what should be a basic obligation when ordering an item: that it is made correctly and to the specifications that a customer provides. They have told me that the blinds I ordered cannot be manufactured in the manner that we ordered them and that they will cover the bottom rails but that they will have to make the item with cord. We paid an additional 40% premium to NOT have cords.

Desired Settlement: I think that given the vague nature of the website and that they clearly do not provide what actions would occur as a result of changing some options, that we should offered a refund or have another blind offered that would actually be acceptable. While Im totally exasperated with their custoemr service response, we would have been willing to accept the blinds had they been able to provide the fabric wrap on these window shades.

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

I have researched your complaint and it appears we have come to a resolution. Should you still desire to communicate about this please simply respond to this correspondence that you are still unsatisfied. I apologize for the inconvenience this has caused you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/4/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We ordered 6 shades for a total of $504.34. None of the pictures showed the outside view of these shades, and they are irregular and do not look good. When we asked for a refund, we needed to send pictures. The representative said this is how they are made, and they cannot be corrected. After several conversations and numerous e-mails, she offered 50% refund.

Desired Settlement: I am willing to pay for all shipping costs, and perhaps a 15% fee for costs. The 50% refund is not acceptible

Business Response: *****,

I am very sorry for the problems you have had in attempting to return your shades. I have asked my customer care manager to call you and solve this problem for you. It appears one of our representatives did not understand the return policy for the product you ordered. I want to offer our sincerest apologies.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/2/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered 2 (3/8" EcoTrack Double Cell Blackout Shades) that were suppose to come with 4 side-tracks to block out light and the 4 side-tracks are cut too long. They don't fit my windows. They sent out a first set of replacements that were made like the original (still "too long"). I requested for a 2nd set of remakes cut to my specified dimensions several time already, and I still haven't received those replacements and it's been nearly 2 months already! They responded that the 2nd set of replacements tracks were shipped out already. But, in reality, they kept emailing me old tracking info (from the 1st set of incorrect tracks- that were from "June"). Nothing has been shipped out in "July."

Desired Settlement: Please send a prepaid shipping label so that I can ship this back for a full refund. The product's been sitting in my closet for nearly 2 months because I can't use it without the 4 side-tracks to block out light (that's the main purpose as to "why" I purchase these blinds in the first place!). Product description on website:http://www.selectblinds.com/cellularshades/3-8-inch-double-cell-blackout-slumber-shades.html

Business Response: ******,

I see that you have been a very loyal customer and I am very sorry for this awful experience you have encountered. I have asked one of my Customer Care Managers to call you and resolve this for you. I apologize for all you have been through. We will make this right for you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/2/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Order number *******. I called in last weekend but they could not find my order. It was placed on 7/3/12. Was told to call back on weekday. Called, waited 10 minutes for live person to answer.

Desired Settlement: Please re-send my order out overnight.

Business Response: Mr. ****,

We must have had a server error of some sort as your order came through to us blank after we charged your card. As we have no idea what was on the order, we have credited your card. I am very sorry for this inconvenience. If you would still like to order I could give you a deeper discount for what you have been through. Please send me an email at **************************** and I will be happy to assist you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/2/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered 4 window shades for my kitchen windows. Two were cordless and two were corded. Before making my purchase, I ordered approximately 10 samples, and one of them (Sienna) was the one that I chose for my 4 blinds. The blinds arrived in 2 separate shipments, so I did not install them until I had all 4, which was on July 11th. The two cordless shades look exactly like the sample. The two corded shades look nothing like the sample. They have different coloring, and even a blotchy pattern to them. The box that they came in says that the color is Sienna, but there is no way that they are the same as the other two. I called Customer Service the next day, but never talked to anyone because I was on hold for over 15 minutes. So, I filled out the online Customer Service form. I was contacted within a week or so by a customer service person named ***** *******. She asked me to send pictures of the blinds so that she could see the color, which I did promptly (July 19th). On August 4th, I had not heard back, so I emailed ***** again asking for an update. It is now September 6th, and I have not gotten any response from customer service. I have also tried calling several more times and never actually gotten to talk to anyone. I have also filled out another online form asking for someone from customer service to contact me to resolve the issue, but have not heard back from anyone as a result of this method either.

Desired Settlement: I cannot keep these two blinds - they look totally different than the other two, and it is the first thing people notice when they walk into the room. If I could trust that the company would re-make them to my satisfaction in a timely manner, I would be okay with replacing just the two. But, given my experience so far, I would like to request a refund for all 4 blinds so that I can order them from somewhere else.

Business Response: Ms. ****,

I cannot begin to apologize for the terrible experience you have had with our company. There have been multiple breakdowns in the process and we will use this as  an opportunity to learn and get better. I see ****** is working with you to resolve this issue. If at any point you need me to step in and assist please do not hesitate to reach out to me. I assure you this is not typical of our customer care team.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/2/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered blinds for my home from this company. After a month of being installed the blinds started to melt and the slats started to twist and turn making it impossible to open or close the blinds. I contacted the company they told me that they would be happy to replace the blinds that were melting. I received the replaces and as time went on the replacements started to melt and twist and so did other blinds. I again contacted selectblinds they told me that they had other complaints about these blinds so they offered to remake my blinds and not cost to me. When I received the replacement blinds after one week of being installed they started to do the same thing. I again contacted the company; they told me that I could not have installed curtains over the blinds because it would cause this. I explained to them that not all the windows have curtains and the blinds are all doing the same thing. In the product description is states "Our Express faux wood blinds are our best selling, most popular product. These are not cheap faux wood blinds. They are actually the same product as our Faux Wood blinds, but come in a limited color selection, and offer no options. This allows them to be produced at a reduced cost, making them a great choice for those looking for discount faux wood blinds. Faux wood is a low maintenance material and gives a contemporary, refined look. These discount faux wood blinds have a very high resistance to extreme heat and moisture, making them an easy choice in areas that experience high temperatures in the summer or extreme cold temperatures in winters. Like all of our products, they also come with a limited lifetime warranty"They tell me that they can not replace the blinds or give me a refund because I caused the damage by hanging curtains. I explained to them that not all of my windows have curtains. I reviewed their website and could not find where is states this information. If I would have known this I would not have ordered their blinds because I like to have curtains covering my blinds to add personality to my home. This is their response to me.Hello,The photo shows that you have curtains on the top of your blinds where it appears to be warping. You can not have curtains on top of the faux wood blinds because it will hold the heat in and it practically melts. After speaking to my manager she has advised that we can not issue credit for these blinds at this point. We can remake them for you and split the cost if you would like me to get the quote for that. I do apologize for any inconvenience, and I will await your response. Best,******** *****I am done dealing with this company I feel the product that they are selling are poor quality.Thanks for your time.***** ******

Desired Settlement: I would like the amount I paid for the blinds refunded to me. the total i paid was $784.69

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

I am very disappointed to hear about the problems you are having with our product. I see you have placed multiple orders. I have asked one of my CS managers to contact you and make sure we take care fo this for you. I apologize for all the inconvenience you have experienced.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/23/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered $800 worth of blinds and received them all. The largest blind ordered did not come with the mounting hardware needed to install or the handle to raise & lower the blind. Went on and did the online chat with customer service and the person I was dealing with was "Jose", he basically lied to me about what was going to be sent. Just kept repeating the same line over and over again. So I finally called to talk to a customer service person and each time it would send me to voice mail after waiting 20 minutes. So when I called back the 3rd time I pushed 1 for new order and lo and behold someone answered. Explained my problem and she called and checked and told me that it was all set and I would have by Friday (7/7/12), I called on Monday(7/2/12). Friday came and went and no hardware, so I tried calling this morning 7/9/12 and of course get sent to a voice mail. So I am trying the online chat again. I sent in a email to customer care asking for a manager to contact me and have heard nothing.........................

Desired Settlement: I would like to have the hardware for the blind that I ordered and if I cannot get the correct stuff then I would like to have the blind refunded.

Business Response: I cannot begin to apologize for your experience. I will have someone contact you and resolve this for you today. This is inexcusable and we will educate the parties responsible on proper customer care procedures.

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,

***** ******

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/12/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered five window shades from the website in September. I followed their online instructions to measure for the shades. When the shades arrived, they were all too short. I called the company and wanted a refund per their 90 day policy. They wanted me to send the shades back and, if they were indeed cut wrong, they would issue me a refund. They sent UPS to pick up the shades. That was 14 days ago, and now, the "Customer Loyalty" person assigned by Select Shades to my issue will not return any emails, and I was never given her phone number. Select Shades now has the shades AND my money.

Desired Settlement: Refund me the full purchase price of the blinds that were first cut wrong, then never returned.

Business Response:

*******

 

I am very sorry that  the shades you were sent do not fit your windows. I am going to have my team credit your account back for the amount paid. We will not be deducting the amount of shipping that it cost us to bring them back. I hope this can bring a positive end to this situation and help eliminate any further unhappiness for all those involved. Let me know if I can be of further assistance, my contact information is below.

 

Best Regards,

 

Nate Kennedy

VP Operations

SelectShops.com

nate.kennedy@SelectShops.com

Tel (480)302-5163

Cel (480)229-8009

 

Description: Description: Description: INc500-IR500logoV2

SelectBlinds.com

SelectRugs.com

Bedding.com 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/1/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My complaint is about a couple of issues. First of all, they claim the following. "Buy blinds from the Nations fastest growing brand and set your mind at ease. SelectBlinds.com offers a 100% Money Back Guarantee. Were so confident the blinds we produce for Extreme Makeover: Home Edition will look great in your home that we offer this guarantee. If youre not completely satisfied, just let us know. Well do everything possible to help you out. If we cant, well promptly refund your money." This is a lie. One of there conditions require you to order a sample. I did not order a sample but I wanted to return a blind anyway that I considered dangerous to my kids and my house. The sample would not have helped me on this issue. They offered to give me 50% of new blinds if I wanted to buy them but I don't want to buy anymore blinds from them. They don't honor their gurantee. My order number is ********

Desired Settlement: Full refund as described in the gurantee.

Business Response: Ms. Donaldson,

I apologize for your lack of understanding with regard to our return policy. We absolutely do not want any child to be exposed to a dangerous product. I am going to have a manager contact you and offer a store credit return towards any product in our cordless child safety section of our website. This will ensure your children will not have a danger posed by a product that you bought from us. I hope this resolves your dispute. If you are still not satisfied please respond back to this message.

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/10/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We placed 2 orders with selectblinds.com. First order no complaint. Blinds came a little scratched but they fit and look great. 2nd order involved 2 more blinds and 2 vertical blinds. All blinds ordered were in Faux Wood and look fantastic. However the vertical blinds (also Faux Wood; same color for all of them) are very dissapointing; they look cheap and cheesy. The valance is crooked and cheaply made and the plastic encasing doesn't help. They website advertises 100% satisfaction...well we're not satisfied and tried to rectify the problem by calling customer service. We've been trying for 1 1/2 weeks now. I just now got off the phone with a rep who insisted she could NOT return my vertical blinds because we did NOT order a swatch. I should have looked at the return policy first and ordered a swatch in order for me to get the 90 day money back guarantee. There was no need to match color so we ordered right away wanting the new blinds as fast as possbile. Even if we had ordered the swatch which had nothing to do with the valance or the loose string that keeps dangling down

Desired Settlement: I want to return the vertical blinds and I want my money refunded.

Business Response: ******,

I have reviewed your claim. I am very sorry that you feel the product is poorly constructed. As our policy states we typically don't do returns unless swatches are ordered, but in circumstances like yours we can offer store credit towards a new purchase. I will have a customer Care Manager reach out to you with that offer. I am hopeful this can resolve your claim.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/5/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Select blinds delivered a faulty product. They replaced it with another faulty product and still haven't fixed the issue. We have been trying to get this resolved for several months.

Desired Settlement: Select blinds needs to send me a (working) replacement somfy motor for our motorized shades. Send to: ***** ****** ********** **** ****** *** *** ***** ******* ** ******

Business Response: Mr. *****,

I am very sorry for the extremely poor manner in which your request has been addressed. I see that there was a shipment to you sent the first part of July. I am hopeful this resolved your complaint. If not please feel free to respond here so we can make sure your shades work perfectly.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/31/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: This company prominently displays a 90 Day 100% Satisfaction Guarantee, but they don't honor it for any reason if you don't order a color swatch. They coax you into not wanting to wait for a color swatch by offering a big discount if you order on the spot, so if you're confident that color isn't an issue, you don't want to delay your order and also lose the discount, then you place your order and the warranty is automatically void. I found their customer service line to be of no help at all, arrogant and mostly unavailable.

Desired Settlement: A supervisor needs to call me back so I can discuss what needs to be corrected.

Business Response: ****,

I see that we have stepped outside our policy to satisfy your claim. I consider this matter closed. If not please respond to this 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,

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


 

 Yes, thanks for reminding me to respond to it. While I appreciate your refund, it was the right thing to do from the start and it should be your policy in the first place to honor a 100 percent satisfaction guarantee without making it conditional in fine print. Otherwise, advertise it as a conditional guarantee.

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/27/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: June 6, 2012 I order 3 blinds for my home order# (*******). June 20, 2012 I received the blinds and each one was 1/2 shorter than I needed it to be. I talked with customer service and the only thing that they said they could do is to let me order more for 50% off. I understand now that there is a video on the website that explains to customers that they should give the measurements of the window instead of what they actual want the size to be and that the company will do the adjustments. My complaint is that this video is on a separate tab and I was able to select my blinds and give the dimensions that I wanted to receive without any flags or warnings saying that the company would make adjustments. I never saw the video until I went to look for it the day the blinds came. I have purchased one of the blinds again at the discount, but not spending any more money on the other blinds. I am very dissatisfied that nothing else could be done to help a first-time customer.

Desired Settlement: I would like to receive 2 other replacement blinds with correct measurements free of charge.

Business Response: ***,

I have asked my Customer care manager to reach out to you. I am very sorry that you have had a poor experience. As you now know custom blinds can be somewhat complicating to order. We have simplified the process as much as possible, but I encourage you to read the instructions and watch the videos to help you should we end up reordering for you. Being that the products are custom made they are impossible to resell and it makes situations like this very difficult to deal with.  I am hopeful that we can come to a successful resolution. You should receve the call in the next 24 hours.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/23/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ordered a rug from Selectrugs.com. Had 30 days to return it if I didn't like it. Decided to return as the rug was not the quality as pictured. Have been refused several times by Fedex and UPS to return ground as the rug is just a few inches too long per their guideline for weight, length and height calculations. The rug is 64 lbs, 9 inches in circumference and 113 inches long. Confirmed by Fedex that the rug was originally sent to me via ground I was confused as were they. Since ground is much cheaper than freight, I want to send it back this way. Fedex has stated several times that I should be able to return the same way sent to me, but then when calculation is done they say it can only go freight or air due to the length. I have contacted Selectrugs.com numerous times via e-mail to find out how they were able to send ground. They avoid my question. I did notice their label when the rug was sent to me had the weight of the rug as 103 lbs. The weight is way off. This is not right. Since calculation is done to send ground including the weight, could this be how the rug was able to be sent ground to me? They falsified the weight to pass for ground? Cost of freight for the rug per Fedex is $260.00 for the calculated size. The rug cost $314.00. I will not pay almost the cost of the rug to return it.

Desired Settlement: I would like to be able to return the rug, per ground Fedex as it was sent to me, for a refund. If I had know I would not be able to return the same, I would not have ordered it. I have corresponded with a ******** ******* several times via e-mail with questions not answered and no real resolution to the shipping problem.

Business Response:
I see that we have come to a resolution. We will be returning the rug on our account and deducting the cost of the shipment from your return. Should you need anything further, please do not hesitate to respond to this complaint.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/14/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our shade broke while trying to install it. We have installed other shades from this website with no problem. We tried to repair the shade but could not. We called and ***** said they would replace it at no cost to us. A day later, they called back and said we needed to return it so it could be repaired. We went to the trouble of returning it and then didn't hear anything for a month. I called to check on the status and ***** said he'd e-mail me back, but never did. I called again to check on the status and ******* said he'd e-mail me back but never did. I called again to check on the status and ********* said they weren't able to repair it, so I would have to pay to buy a new one. What?????? This is not a company of their word. Not only did I have to call many times to get any help, they went back on their word as ***** said they'd replace it free of charge. At the time, I told her we had tried to repair it and it might not be repairable, and she said that was fine and that if they couldn't repair it, they'd replace it. When I talked to *********, she kept saying "it's fine that you tried to repair it, it's just that you repaired it in such a way that they can't repair it. So, you'll have to pay for a new one". I'm confused as to how this is my fault. This is a company that manufactured a faulty device, and needs to follow up on customer inquiries and follow through on their word. They also would not let me talk to a manager. I previously planned on buying more shades from this company in the future and was recommending to family and friends. I definitely will not be buying any more products and will tell friends and family about this terrible experience. All because this company couldn't spare $100 to follow through on their word and take care of a customer who has already spent hours dealing with this issue of a faulty product.

Desired Settlement: Please replace shade at no cost to customer.

Business Response: After reading the notes associated with your order it is clear to see that our customer care team let you down. To that end I have instructed them to remake this shade at no cost to you. I apologize for the length of time this has taken and hope that we have not lost you as a very loyal customer. I am very sorry for the poor execution my team has shown here. We will use this as a teaching tool to get better.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/13/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Ordered shutters 4 weeks ago that were to be delivered within three weeks. Started contacting Select Blinds 10 days ago asking for status and have been told 4 times now that they are contacting their vendor for an update...but have not had any response. I have asked 4 times to speak to/be contacted by a supervisor...been told that 1) they don't have supervisors, 2) that they were not available and would call me back tomorrow (one week ago...still no call) and 3) given a phone number that belongs to another unrelated business and fictitious name, 4) told that they would call me back "after they got out of their meeting." I have been charged for the blinds, and have had ZERO communication from Select Blinds other than their standard "we will have a response within 24-hours and will communicate with you at that time." It is clear that their clocks have all stopped!Customer service is COMPLETELY NON-EXISTENT...AMAZING!

Desired Settlement: I want my shutters and I want to know how they are planning to compensate me for the fact that I have had to spend HOURS trying to track these down and have waited now WEEKS longer than I should have!

Business Response:
I am extremely disappointed in the way our team has handled your transaction with us. I value our customers and the thought of losing them because of poor communication upsets me greatly. Your order has shipped and will be delivered tomorrow. I have asked that a 15% credit be placed on your order as a way of accepting responsibility for the frustration we have caused you. You will be haring from one of our managers today.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/9/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have contacted this company several times regarding an issue with them not refunding my money back to me over two items I had ordered that was not sent to me. I have made numerous phone calls to the company. Without resolving the issue. The email I received when they shipped part of my order was this........STYLE BRANDS SPORTS TAPESTRIES BATH RUGS ACCESSORIES CLEARANCEDear ****** *******,Order Number: ****** Order Date: Jan 28 2012Product NameShipping StatusRug Pad Mega Grip (7' 90" x 10' 11")Not ShippedVesuvio 1675 BLACK (5' 50" x 7' 70")*************** Vesuvio 1675 red (5' 50" x 7' 70")*************** Thank you for your recent order from SelectRugs.com. Your orderhas been shipped to:Shipping Information:****** ********** ** **** *** ************ ** *****If you notice on the shipment that the mega grip rugs was not shipped. There were two of these items. Also notice the date.........was Jan. 28 2012. I still have not received my money back on these mega grip pads. The amount of these items total.......$174.98. I would appreciate any help at all on this matter. Also receiving my money back for items I didn't receive.Thank You, ****** *******

Desired Settlement: STYLE BRANDS SPORTS TAPESTRIES BATH RUGS ACCESSORIES CLEARANCEDear ****** *******,Order Number: *********** Date: Jan 28 2012Product NameShipping StatusRug Pad Mega Grip (7' 90" x 10' 11")Not ShippedVesuvio 1675 BLACK (5' 50" x 7' 70")*************** Vesuvio 1675 red (5' 50" x 7' 70")*************** Thank you for your recent order from SelectRugs.com. Your orderhas been shipped to:Shipping Information:****** ********** ** **** *** ************ ** *******

Business Response: I show that we have credited you back for the item that was never received. If you still do not have your credit please respond to this complaint.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/7/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a comforter set from *********** (dba selectblinds.com and ****** ***) on March 8, 2012. I received the bedspread 2 weeks later and the package slip said to email and get a RN # within 15 days for return. I FINALLY got the RN # about 10 days later after i called 3 times to get it. I returned the bedspread on March 29th with the RN# clearly written on the outside of the box as required to the address they had given me via email. I still have not heard a word from them after numerous calls and emails. They said they cannot do anything about it cause i did not get a tracking # from the post office when i mailed it back. I have gotten a complete run around with no results. I don't want to go on and on but if you need more information please let me know.I can provide much more information. Thank you for your help on this matter.****** *****FYI; THERE SEEMS TO BE 3 DIFFERENT NAMES FOR THIS COMPANY (i listed them above)

Desired Settlement: 215.59 - king comforter set

Business Response:
I have read through your order notes. I apologize for the length of time it has taken to process your return. I have asked my Customer Loyalty Manager, **** ***** to get involved on your bedding return. I expect a resolution for you today. The poor communication and follow up you have received are not acceptable.

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,

****** *****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/3/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hi, I ordered four sets of blinds from SelectBlinds.com. I went to their website, www.selectblinds.com and viewed their measurement video (http://www.selectblinds.com/measure.aspx). I followed their instructions and measured my blinds. When I received the blinds they were not made to the measurements provided as per their online video instructions resulting in a bottom gap in each blind relative to the casing around my windows. I contacted the vendor and was told they would not accept an exchange or return, even though I followed their online measurement video. The blinds are not designed to the measurements we provided and are completely defective. The merchant is unwilling to repair or exchange the blinds.

Desired Settlement: We would like a replacement set of four blinds that include the head rail dimensions in the height, as per the company's measurement video.

Business Response: Mr. *****,

I  have researched your order and have seen that you ordered an outside mount product. I have asked **** ***** to contact you on April 2nd and resolve your complaint. I am sorry that this has been so difficult and I am sure we can come to a resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/1/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We recently moved to PA, I ordered 17 blinds online using the Video instructions provided by this company and sent in my measurements as per their video. Video states to take 3 measurements lengthwise, and width wise, take to smallest measurement and deduct 1/8 of an inch which is what I did exactly.When the blinds arrived they were short about 1/2-3/4 inch. I called them immediately and they told me their factory automatically cut 1/2 inch off of my measurements. I tried to fit as many of the blinds as I could and called them again, they required me to take photos of how the blinds don't fit showing the 1/2 inch. I took photos, my husband took photos, none of which were what they wanted. I have 60 days but they are not offering and help.There was NO statement that a 1/2 would be taken off automtically and the state if you make a measurement mistake of more than 1/2 you are stuck. All I want is to get this resolved. I charged my order on my ******** card for $688I ordered all my blinds for my old home from ********* ****** and never had any problems.Please advise

Desired Settlement: I would like them to send me replacement blinds for the ones that did not fix approximately 1/2 of my order, and postage pay for the return of the blinds I have now.

Business Response:
I want to start by apologizing for the misunderstanding that the video created. In the video it stated takes the smallest measurement for width and "round down" to the nearest 1/8". I can see that could be misunderstood as taking 1/8" off your measurements though it is different. I see that you are working with my customer care team and they are remaking the mini blinds that do not work. I apologize for the misunderstanding and I hope you love your new blinds.

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,

**** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/30/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered 4 sets of blinds for my home from Select Blinds on-line in November, 2011. I had to contact the company after I hadn't received the order, only to find out that an item required to manufacture my blinds was on back order. I was told that my blinds would ship sometime in the beginning of January. When I received my blinds, one of the mounting brackets did not match the head rail for the blind and one of the valances had two pieces broken off. I have spoken to customer service on 4 occassions and exchanged emails on 4 occassions. So far I have received two more brackets that are not correct and yesterday, when I was expecting to receive the replacement valance, I received the side pieces to construct myself. This order was placed and paid for in November and now almost 4 months later, Select Blinds has still not corrected my order to my satisfaction. One blind that I am waiting for the correct bracket for has been sitting on my office floor for almost 4 months. Select Blinds customer service seems indifferent about customer satisfaction. They have not satisfied my complaint and I have no confidence that the company is committed to doing so.

Desired Settlement: At this point, I would strongly recommend that this company reimburse some of my payment for not correcting this issue in a timely and professional manner.

Business Response: Mr. ****,

I am very sorry that you have had such a difficult experience with our customer care team. I have asked our customer care manager to contact you on Monday April 2nd 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 *******, and find that this resolution would be satisfactory to me.  My complaint regarding the business and their resolution to resolve it has been satisfied.  Thank you.  

Regards,

 

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

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/16/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We ordered a 36" blind from Select Blinds and received a 35" blind over two weeks later. Their website boasts a 90 Day customer satisfaction guarantee, however when I contacted them to resolve the issue, they said that due to the manufacturing process they trim the material down 1", and that it was clear in the instructions. The fact is that the instructions are not clear, and there are potentially hundreds of other consumers that have had the same issue. I asked them to just exchange the blind for the correct size, but they refused. They did offer to send me another blind for $80+ dollars. I am 100% dissatisfied and think this might be a racket to get you to order additional blinds that you do not need.

Desired Settlement: Full refund requested.

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

I was very disappointed to get your complaint. We strive to give our customers the best information possible when they are ordering to avoid as many pitfalls as possible. We have even added a pop up message on the roller shades to help identify the issue you have experienced. I have asked **** *****, our Customer Care Manager to contact you and try to resolve your complaint. He should be contacting you in the next 24 - 48 hours.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/4/2012 Guarantee/Warranty Issues
3/3/2012 Problems with Product/Service
2/20/2012 Problems with Product/Service
2/14/2012 Problems with Product/Service
2/8/2012 Problems with Product/Service
1/20/2012 Problems with Product/Service
1/18/2012 Problems with Product/Service
1/18/2012 Problems with Product/Service
1/18/2012 Problems with Product/Service
1/15/2012 Problems with Product/Service
12/28/2011 Problems with Product/Service
12/26/2011 Guarantee/Warranty Issues
11/20/2011 Problems with Product/Service
11/8/2011 Problems with Product/Service
10/2/2011 Delivery Issues
9/27/2011 Problems with Product/Service
9/22/2011 Problems with Product/Service