Complaints

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

• Initial Complaint

  Date:11/30/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 had a need for 5 blinds and was cautious to order online due to the No Return Policy. I started with first ordering swatches then moved to order 2 blinds (********) to ensure there was a proper fit. When the 2 blinds arrived they were installed and fit perfectly. I then moved to order the 3 additional blinds. I pulled the order information from the initial 2 blinds and placed an online order for 3 more. I called to confirm I was ordering the exact same blinds. I validated the order information to ensure it precisely matched the first order. When the order arrived the 3 blinds appear to be 2 inches shorter than the original order. In addition, when I went online the measurements were different than the what was originally entered in the system. on 11/30/23 I called the ************ and spoke with *****. I explained the situation. ***** was quick to suggest the error was on my behalf and that a custom order was made according to the new measurements showing online. I assured ***** I ordered the EXACT same measurements as the 2 original blinds, this was validated against the order confirmation, the online system, and through a phone call. ***** was more concerned in finding the phone call in the system versus trying to correct the issue. There would have not been any reason for me to order a different size blind. Something happened during the order process or within the online portal but all specifications of the order were correct when I placed the order. I was very well aware of the no Return Policy and therefore was vigilent in placing the order. Now Blinds to Go is only offering a 50% rebate on blinds that don't fit. I suspect Blinds to Go intentionally sends customers the wrong sizes to rid themselves of unwanted inventory. I validated my order MULTIPLE times in multiple ways before submitting the order. To further increase my frustrations, the agent ***** told me a manager was not available and I need to call another day to get further assistance.

  Business Response

  Date: 01/17/2024

  ********************************* ordered two blinds on October 28th, the order was placed with ***** inch width. When the second order was placed on November 13th, the order was placed with ***** inch width. We do not have inventory as all the blinds produced by Blinds To Go are custom blinds. Custom blinds were prepared as per ********************************* measurements inputed. When ********************************* reached our customer support to complain of the issue, our customer support team offered ********************************* a promotion additionnaly to covering 50% of the costs of manufacturing new wider blinds. Blinds To Go's offer still stands and ********************************* is free to call us back anytime. Thank you, 

  Customer Answer

  Date: 01/18/2024

  
  Complaint: 20938654
  
  I am rejecting this response because:
  Blinds to Go representatives and I continue to go back and forth on this issue.  Blinds to Go is quick to point me as accidentally ordering the wrong blinds.  However, the facts are in my favor considering I already owned 2 blinds of the size I was reordering.  Blinds to Go refuses to accept that it is very well possible an issue occurred on their end in their warehouse or public portal.

  It also disheartening how they are misrepresenting their resolution to the issue.  They make it appear that they are offer a 50% discount for replacement blinds.  However, they are also holding me responsible for the $350+ spent for the incorrect blinds.  This would place me at a price point of $550+ dollars for the 3 new blinds.  This is not a reasonable offer.

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