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:02/28/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  History:10/10/22 - Ordered 8 products totaling $1,191.92. Order #******** was received to my satisfaction.12/26/23 - Ordered 2 products totaling $639.98. Order #******** was received to my satisfaction.12/31/23 - Ordered 2 products totaling $763.98. Order #******** was received on 1/9/24. However, the item was ordered in the color ****** Angora. This color is in the gray/cream/beige family. Of course, the images of the color on the website are always subject to being different. I understood that ****** Angora might not look exactly the way the image appeared, but something within the color family. 1/24/24 - Spoke ***** in Customer Service. He needed photots of the items to determine if it was a mistake. Sent ***** an email w/ pictures. I received an email stating the item color was wrong, and they would remake the item for no additional cost. 1/24/24 - Receieved email: Remake Confirmation #******** details of the remake order. I received another email: "Get Excited, Your Order is in Production -tracking info reflecting estimated ship date of 2/6/24.2/12/24 - Tracking showed the item was "still in production" - past the estimated ship date-called Customer Service. The agent apologized, and he said that he would email the manufacturer and update me by email.2/23/24 - Called Customer Service. I was told that they would email the manufacturer again. They apologized.2/27/24 - No update -I called Customer Service, spoke to ****** who said that an email was sent to me (I never received) she forwarded me the email- it was a copy/paste note from "*****" - they were not going to remake the product because the color is correct The item that I received is PINK. Not white/beige/gray/cream. Nothing remotely close. The customer service agent said there was nothing she could do, and that I could place another order and pay full price again.This is unacceptable. I have lost $763 and being told I need to re-order and re-pay. No communication. I will send photos to support.

  Business Response

  Date: 03/05/2024

  Thank you so much for reaching out to us regarding the color on this recent shade order. I'm so sorry to hear this did not arrive in the color you expected, and for the back and forth regarding the replacement that was needed. Please know that I am here to help, and I have emailed you now to get a few additional details about your order to help determine the best solution. I look forward to hearing from you very soon! 

  Customer Answer

  Date: 03/06/2024

  [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.  The response has been added here as an attachment for reference.

  With appreciation,

  ***** Book

  
  
  
  
   

  
  

• Initial Complaint

  Date:02/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi there, 

  I just called the American Blinds customer service number to verify, and they told me that they are NOT the company based in *******. The American Blinds entity I filed a complaint about is based in *******, **. Their website is ************************** and they have the BBB logo and an alleged A+ rating from your organization on the lower right hand side of their homepage. So I'd imagine you have that entity's contact info, but let me know if otherwise. This affiliation with BBB was actually an important factor in me deciding to trust them with my business when I placed the order. 

  Thanks,

  *****

  Customer Answer

  Date: 02/15/2024

  I purchased/ordered custom Dual layer ***** shades from ************************** on 11/9/23, spending $498 and was initially quoted that I'd receive the product in early December. That got delayed several times, not arriving until after 12/27. I had to pay experienced maintenance men from my building to install these in early January as I have a severe shoulder injury. Upon installation/mounting, it became apparent that one of the two layers of the custom shades was defective (the blackout roller shade layer), as it would not pull out/retract. I have now spoken to at least three different **** ********* ******** *******) by phone several different occasions + email (1/9, 1/16, 1/28) having to explain every time anew what happened and promised each time that there would be follow-up and resolution. I've been told the part can't be replaced itself, that the whole unit would be made anew (as it's custom) but before that I'd have to document/try several fixes, which I've cooperated with every time at my own added expense (currently totaling $120 cash) as I had to hire maintenance guys to come a second time to verify the product is defective. That doesn't include the added expense I will have to pay once the product is fixed/replaced. Those steps have included: receiving/watching their instructional videos to confirm that all steps were followed (including being sent the wrong instructions for the part initially) as well as recording a ******************************************* action. Every single time there has been no response to my emails, even when I've followed up, which is why new calls to new **** have happened. At this point, what I have mounted on my window is a sheer, 1-layer ***** ****** which I could have easily ordered at a fraction of the cost on Amazon and had installed in November if this was what I wanted. I'd initially wanted them to fix/replace the product, but after this experience with them, I prefer a refund so I can purchase the replacement elsewhere.

  Business Response

  Date: 02/21/2024

  Thank you so much for reaching out to us about your recent order. I'm so sorry to hear that your replacement has not been sent just yet, and for the concern this experience has caused. I want to help make sure this is resolved for you right away, and have emailed you now to get a few additional details about your order. I look forward to hearing back from you very soon!

• Initial Complaint

  Date:01/15/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 purchased a panel track vertical blind that arrived defective. One of the panel tracks was made one inch wider than the other two meaning it would not correctly fit on the Velcro panel track it would hang over causing issue with the blind cord. I called customer service and discussed my concern and also with the overall quality. I was told they would remake the product or I could pick out another product. When I opted to choose another product I was charged the difference in cost, which is understandable. However, when doing this the company will not honor promo codes. No where in their satisfaction policy is this mentioned. So, instead of paying 100 dollars more, I was asked to pay almost 300. After calling four times and talking to three different people, I was told three different thingsthis is a training issue in my opinion. I did ask to speak with a supervisor and this request was denied. Again, I would be happy to pay the difference when choosing a more expensive product, but promo codes should be honored regardless. When I mentioned I was basically out of 580 dollars the representative suggested I sell the blind I received. Of course, it was defective.

  Business Response

  Date: 01/16/2024

  Hello ****,

  Thank you for reaching out and bringing this to our attention. I am so sorry to hear that there were fit issues with one of the panels and that you were not happy with the Satisfaction Guarantee. 
  
  Please note that it is standard policy that we compare unit cost to unit cost when pricing out a remake. This means that you are not penalized for a previous promotion and we do not price the new product with the current promotion. For example, on order 13146950, you paid $530.95 but the value of the shade was $840.38. When considering a remake we use the unit cost of $840.38 toward the unit cost of a new product, even though you only paid $530.95. I apologize for any confusion. 
  
  In reviewing your order notes, I show that although it it outside of policy, as a one time exception, the last Customer Service Representative processed a remake changing the height and control. Standard warranty replacement only allows us to replace the damaged items for like items, making no changes to color, measurements, control, etc. Your new order number is 13201237. 
  
  I appreciate you sharing your candid feedback and to ensure that your voice is heard, I have passed your experience details to our Web Team for further review. As there is always room for improvement, we appreciate you vocalizing your concerns. 
  
  Please let me know if I can help in any additional ******************************************************** Specialist
  ******************************
  

  Customer Answer

  Date: 01/18/2024

  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.  
  

  Regardless of how the business wishes to spin this situation, their "Satisfaction Guarantee" should clearly state any remake will not utilize promotional codes.  For example, I received a promotional code of 40% off when placing my original order.  If not completely satisfied, any remake should also include the same promo code for any product selected.  However, if the company insists on keeping this policy, it should be clearly outlined in the "Satisfaction Guarantee" description.  For example..."If the customer is not satisfied with the quality of a product and wishes to select a remake of a different product, any past of current promotional codes will not be considered and the customer will be responsible for the difference in cost."  If I am not happy with the quality of a product, which I was not, then why would remaking the same product, which is of a quality below my expectations, be satisfactory?  For example, the product I received was not only defective, but it was cheaply made with what i would consider inferior products.  The shades themselves were creased, poorly sewn and the valance I paid extra for was flimsy plastic using double sided tape to hold on the color strip.  Also, if they do not consider promo codes when remaking products, then why was I not charged more for the remake I chose.  

  Now, to address this issue of the company going "outside of their current policy."  After explaining I had phoned in and spoken with a design consultant prior to making the order to receive assistance with the measurements, the design consultant erroneously explained how to measure the window causing the shade to be made three inches too long.  If the customer service representative should not have allowed for the remake to be made three inches shorter, then it should not have been suggested.  I did ask to speak with a supervisor repeatedly and my request was denied stating a supervisor could not do anything more than the representative currently on the line.  

  I am very sorry this situation has deteriorated as I have always been happy with American Blinds.  Albeit, this is the first time I have not been happy with the quality of a product and the first time I have attempted to take advantage of their satisfaction guarantee.  It was not until now that I realized they are taking advantage of customers by not being clear that promo codes will not be honored on any remakes.  At this point, I don't want anything else from the company except for them to clearly state this policy in their satisfaction guarantee description.  Hopefully, this would avoid another customer from feeling deceived and cheated as I have.  

  I also believe the company should provide better training to their customer service team.  It seems each representative interprets the satisfaction guarantee policy differently.  Also, if a customer asks to speak with a supervisor to further discuss a situation, this should be honored and not ignored.  

  At this point, I am basically out $580.00 as i will not use the product no matter how many times it is remade.  I only agreed to the remake as it was only way I felt I was not be taken advantage of and the only way I felt I could get some satisfaction by not allowing American Blinds to fully profit after selling me an inferior product and then trying to overcharge me by not offering the original promo code on a different product selected for remake.  When looking at the company's response, I would like them to price the alternate remake product I originally selected with the original promo code and then see the difference in cost.  I believe the BBB would see then how the company is cheating customers with this policy. 

  Thank you,

  ****

  
  
   

  
  

  Business Response

  Date: 02/02/2024

  Hello,
  
  I have responded via email from ************************************* and look forward to your reply. 
  
  Here is a copy of the email:
  
  Good Morning ****,
  
  
  
  Thank you for your response via the BBB. I am sorry to hear that you are still not satisfied with the shades. 
  
  
  
  I appreciate you taking the time to share additional feedback. I have passed both your previous feedback, and these new details to our Web Team for further review. 
  
  
  
  Please note that per our Satisfaction Guarantee, there is a"Limit one remake per product. Limit 10 items per household per lifetime." 
  
  
  
  Here is the link to this information: *****************************************************
  
  
  
  As a courtesy, I am happy to offer one final remake into the Levolor Room Darkening Shade using the promo to promo prices. If you choose to go this route, the total difference in cost owed is $135.92. 
  
  
  
  Please let me know if you would like to move forward with the remake by 02/07 and I will send a payment link to complete payment. Once the payment has been made, I will process the remake and provide you with a new order number. 
  
  
  
  Before any remakes are processed, please confirm the width and height needed. 
  
  I look forward to your ********************************************************************** Specialist
  
  ******************************
  
  
  
  
  
  
  

  Customer Answer

  Date: 02/06/2024

  [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.  
  
  
  
   
  

• Initial Complaint

  Date:12/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 11, 2023 I placed an order for 5 cellular shades and a 1-inch mini-blind from American Blinds (AB) to replace aged blinds that had been previously purchased from AB. All of the blinds in our house, original and replacement, were purchased from AB. Total cost of November purchase was $1,069.32 including $48.17 for the mini-blind. The order was placed via telephone in consultation with one of AB’s design consultants. The cellular shades were identical to previous purchases. The mini-blind was recommended by the design consultant to replace a 1” ****** ******* mini-blind which AB no longer carries.
  
  Upon receipt, I found that the mini-blind could not be installed because its plastic mounting brackets require minimum 1.5” window frame depth and my window frames have only 1” depth. The design consultant did not inform me about the 1.5” depth requirement nor was it identified on the emailed confirmation; in which case I would have requested an alternative. Logic would hold that a 1” mini-blind will fit in a 1” window frame depth. Certainly the 1” ****** ******* mini-blinds previously purchased from AB fit in our windows. An AB customer service agent contacted the blind manufacturer and confirmed they do not have shorter metal brackets similar to the ****** ******* brackets to accommodate our installation. The customer service agent declined return and refund and could only recommend I confer with one of AB’s design consultants (again) to purchase an appropriate replacement. She did not reply to my request for a price concession toward the purchase of a replacement.
  
  Over the past 25 years I have purchased $1,000s of blinds through American Blinds with this being the first issue. It’s disappointing to learn their disregard for my loyalty, but I am fortunate to have discovered it over an issue with a $50 mini-blind and not a more expensive purchase.

  Business Response

  Date: 12/18/2023

  Hello *****,
  
  I am so sorry to hear that you are having issues mounting your blinds. I would love to help. I have sent you and email from ***************************** and look forward to your response. 

  Ava

  Ava 
  www.americanblinds.com

• Initial Complaint

  Date:09/13/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on Aug 12 i ordered approx $500.00 worth of blinds, ***** *** ********* not sure how long it took, we started installing them on sept 1st, at this time we discovered there are no holes drilled in the bottom slat, which holds the blinds againt the wall, i contacted customer support on the 2nd and talked with Miyoka ****** who asked me to send a picture of the problem, i sent them a picture and this is the last time i have heard from them, customer support person will not answer emails and i have lodged complaints on their web site, but still nothing

  Business Response

  Date: 09/13/2023

  Hi ******

  Thank you for reaching out and for bringing this to our attention. I am sorry to hear that the blinds were missing the holes needed for the hold down brackets to effectively work. I also apologize that we have dropped the ball in communication. I can imagine that this experience has been frustrating and I apologize for any inconvenience this may have caused you. 
  
  I see that one of our Social Care Reps, Brooke, has reached out to you regarding the order. She has contacted the factory and is awaiting a response. Typically it takes just 1-2 business days to hear back. As soon as she receives a response, she will reach out to you regarding the next steps. 
  
  I appreciate your patience and hope that you have a good week. 

   Ava

  Ava * * ****** **** **********
  www.blinds.com

• Initial Complaint

  Date:09/05/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order blinds for 7 windows on 7/20/23. Order had an estimated ship date of 8/10/23 arriving between 8/17-24/23. On 8/22/23 spoke w/ customer service rep. She called manufacturer, received new ship date of 8/30/23. Received tracking # on 8/23/23 and since then tracking shows "label created". Called on 8/31. Rep called manufacturer again and was told shipping status would be updated on 9/5. Today 9/5 status still shows label created. Called customer service again. She called manufacturer again and they said the shipment is in customs. Customs usually takes 5-7 days to clear after shipping. It has been in same status since 8/23 which is 8-9 business days. No one can tell me when I should expect my blinds. I am told to keep checking.

  Business Response

  Date: 09/06/2023

  Hi ***** 
  
  I am reaching out regarding your recent complaint with the BBB.
  
  I am sorry to hear that your order is taking longer than expected. I can imagine that this is frustrating and I apologize. 
  
  In reviewing your order, I show that the items were shipped on 08/22 from the factory. Once the items are shipped, they must get the border and clear customs. Although it is rare, sometimes customs can take up to 2 weeks. 
  
  I apologize for the inconvenience that this may have caused you. I have reached out to the factory for an update on the tracking. As soon as I hear back, typically 1-2 business days, I will update you here. 
  
  **** ** **** *** ******** ***** 
  ******************************************************************************************
  ******** ******* ******************
  
  I look forward to updating you soon. 
  
  Jessica
  
  Jessica * | Social Care Specialist
  www.americanblinds.com