Complaints

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• Initial Complaint

  Date:06/19/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited the Metuchen Blinds to Go store twice to place attached order and interacted with two different associates, including the store manager, Solansh E******* and Alina Z****** They guided me through the measurement process, and the order was finalized on 05/03/2025 based on their instructions. Unfortunately, when the blinds were delivered, they did not fit the intended space.
  
  I am then told that the measurements were incorrect and, due to the custom nature of the order, no exchanges or returns could be offered. As regular customers, I relied on the guidance provided by the store team. I am not a professional, and I followed the instructions to take measurements given to me by the associates.
  
  When I returned to the store, the store manager, Solansh stated that she is not trained in taking measurements and had incorrectly measured her own home’s blinds. While I understand that not everyone is a technician, if she was unsure, she should not have advised us on how to measure.
  
  The store discussed the issue with their back office and offered us a $150 coupon toward a future order since they admitted their poor service . While I appreciated the gesture, we had already placed another $800 order after the failed 1st order and paid half the amount already. I have put that order on hold and do not wish to proceed until we receive a meaningful resolution specifically, a replacement blind that fits properly, not just a conditional discount.
  I have paid the whole $638.28 and I would like to have a blind which fits in space as we agreed.
  
  Additionally, even if I take the full responsibility on the measurements I requested a 71.5” wide blind head. The one I received measures 71 3/4”. Where is the blind head that matches my requested size then?
  
  I have sent an email to their customer service team yesterday, however I haven’t heard back from them.
  
  You may find all details in the attachments.
  
  Thank you for your attention to this matter. We look forward to your response.