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:11/21/2024

  Type:Service or Repair 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.

  An order was placed with blinds.com in May 2024. Fist installation was in July and 6 blinds have been delayed until November. After the recent installation. we still find that 3 blinds are motorized with no remote provided. the remote is missing and motorization missing for the other 3.. Despite the emails and call back requests, no action has been taken so far. Lack of proper communication and repeated follow *** instead of proactive action has really tested my patience with this ordeal.

  Business Response

  Date: 11/27/2024

  Hello ***** ,
  
  Thank you for reaching out and bringing this to our attention. 
  
  I apologize that your window covering project is not complete. I can imagine this is frustrating and I am here to help. 
  
  I am emailing you from ************************************* for a quicker response time. If you do not see the email in your inbox, please check your junk and spam folders.
  
  I look forward to your reply.
  
  ********
  
  ******** S | *********** Specialist
  ******************************

• Initial Complaint

  Date:11/20/2024

  Type:Customer Service 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 called starting mid November. I spoke with Lillo, who kept me on the phone for more than 50 minutes. He sent me a quote after that for ONE window not the 12 we spoke about. He wasted all of that time to not complete the quote. Today (11/20) I called again and explained to the man who answered the phone what had happened. He pulled up the quote and had no clue what was going on. All of the measurements I had taken were not in there. Lillo had clearly wiped out most of the information I had provided.
  I explained to him, I needed a quote and would like to place an order. I told him needed 12 blinds and began to give him the rooms and how many windows. He ignored everything I had said and asked me to repeat everything. Again wasting my time.
  I asked him to write the information I was giving him. He refused and told me that I was trying to control the conversation that I had not right to control. I could not believe what I had just heard. I asked to speak with someone else and he just sat in silence. I waited and he just sat. I asked again for a Supervisor, he finally placed me on hold, where he left me. Many minutes later, someone came on the line and would not converse. I ended the call and called back, this time i got a woman and again asked for a Supervisor and she put me on hold and left me there again. I again hung up and called back this time I routed to Customer Service, the hold was 14 minutes, I pressed for a call back. Several minutes later "Sterling" called me back. I again asked for a Supervisor and he told me he was going to send me to Sales as he did not have an order number. I was again transferred to Sales. I was then told I would be transferred to Customer Service where the Supervisors were. This is a complete joke and a through disgrace. Blinds.com has the worst customer service I have encountered in a long time. It is clear that they dont care who they hire for their customer facing representatives.

  Business Response

  Date: 11/26/2024

  Hello Amanda,
  
  Thank you for reaching out and bringing this to our attention
  
  We are so sorry to hear that you were unable to get an accurate quote placed when you called. I can imagine this is frustrating and am here to help. 
  
  Our management team is reaching out to you via email.
  
  Please expect an email from management within the next 30 mins
  
  If you do not see the email in your inbox, please check your junk and spam folders.
  
  Kind regards 
  
  Blinds.com Social Care Team 

  Customer Answer

  Date: 11/29/2024

  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.  
  
  
  Dixie reached out on Wednesday and I was unable to chat. I left her and Germaine a message. She called this evening and was nothing short of rude and condescending. She was unprepared for the call, telling me that Lillo had left little information. In my account. I spent almost two hours on the phone with him. She wanted to start from scratch. This so thoroughly dosgisting.
  

  There is absolutely no customer care with your company. I am truly shocked that you can stay in business. 
  This needs to be escalated to upper management, calls pulled and people fired. It is a disgrace how little your employees care. 
  
  
  Knecki has reached out, I  returned his email but at this point it would take a miracle for me to purchase even a slat from you.
  
  
  
  
  
   

  
  

  Business Response

  Date: 12/05/2024

  Hello Amanda,
  
  We are so sorry to hear that you were unable to get an order placed when
  you spoke with our representative .
  
  We have sent you an email on 12/3/24 from our management
  team regarding a sales manager giving you a call concerning this matter.

  Kind regards 
  
  Blinds.com Social Care Team 

  Customer Answer

  Date: 12/09/2024

  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.  
  
  
  Bianca the Sales Manager reached out, she seems genuine and willing to help. She turned me over to a Designer. She answered the phone and told me she was on another call with a client. She said she would call me back. That was at 3:40pm, no return call was ever made. 
  I reached out to Bianca via email and phone more than four times. Subsequently she has never returned a call or email. 
  This kind of service is a disgrace!
  
  
  
  Regards,
  
  
  
  Amanda ******
  
   
  

  Business Response

  Date: 12/13/2024

  Hi Amanda, 

  Thank you for reaching out to let us know. I'm so sorry to hear you weren't able to discuss your product with the Design Consultant and that you've been having issues getting back in touch with Bianca! 

  I have reached out to her and advised her of the experience you had. She will be giving you a call by the end of the day on Monday, the 16th to help. 

  Kind regards, 

  Diana C | Social Care Specialist

  Customer Answer

  Date: 12/20/2024

  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.  
  
  
  I have tried to resolve this issue, giving Blinds.com. My calls were ignored for a week. Finally Bianca reached out and placed me in contact with another Designer Trent. He did a quote which had incorrect information. This took two days to be remedied.

  I was honored the sale price of 55% off for the blinds I would have ordered a month ago. However the order had to be placed by the end of the month. I immediately reached out to both Bianca and Trent. I explained I was going away and needed to get the measure done ASAP(by Dec 20th) 
  
  It took two more days to have someone reach out. It was a no-reply email with the date of Dec 23rd. I again reached out to both Bianca and Trent. 

  12/20 - 1pm I received and email from Bianca, claiming that they were trying to reschedule the measure for this week. Rather late I would think. 

  The response time from both team members is terrible and clearly i am not valued nor is my business. This has been nothing but a disgraceful experience and I highly recommend NO ONE use Blinds.com. 

  
  
  Regards,
  
  
  
  Amanda 
  
   

  
  

  Business Response

  Date: 01/06/2025

  Hi Amanda,
  
  Thank you for
  following up and I hope you had safe travels!
  
  I'm sorry to hear of
  the delay in contact and that we were unable to come out to verify the
  measurements before you left on your trip.
  
  We have partnered
  with the Sales Team and were able to verify that the 55% off promotion you were
  offered will be valid for 48 hours after your measurements are uploaded into
  the system. We just need to find a new time for them to come out that works for you. 
  
  The measurements are
  generally uploaded within 24 hours of the technician leaving your home and you
  will receive an email confirmation once it's available. All you would need to
  do is give us a call within 48 hours to proceed with the purchase.
  
  I hope this helps
  alleviate some of the concern and that you have enjoyed your holiday.
  
  Kind regards, 

  Diana C | Social Care Specialist

  www.Blinds.com

  Customer Answer

  Date: 01/09/2025

  [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 would like to request someone who is attentive to this. I have been dealing with “Bianca” she doesn’t reply to calls or emails for approximately 5-7 days. I sent her an email on Tuesday and still have had no reply. 
  If I am to reply within 48 hours, I cannot have her as my contact.

  You must work on your customer service torn the top down. It has been a HORRIBLE ride from the start 

  Please have a responsive Manager reach out to organize the measure and will be able to fulfill the obligation of returning a called within 24 hours. 
  If not, I will be filling another complaint 

  
  
  
  
  
   

  
  

• Initial Complaint

  Date:11/20/2024

  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.

  Purchased 3 blinds on 11/1/2024. The online advertisement says they have a "SureFit Guarantee" that covers the purchaser mismeasuring. When I contacted them they did not honor this guarantee...I have spoken to two different customer service representatives and they both will do nothing for me.

  Business Response

  Date: 11/22/2024

  Good afternoon *****, 
  
  Thank you for reaching out and bringing this to our attention.
  
  I am so sorry to hear that your blinds arrived in the incorrect sizes for your windows and that you are in need of assistance. I would love to help! 
  
  In reviewing your order, I see that you have spoken with two members of our Customer ****************** and they advised that the Quick Ship products are not covered under the SureFit Guarantee or the Satisfaction Guarantee. For more information on these guarantees, they can be viewed on our website at the top of our page by clicking the "Satisfaction Guarantee" and "SureFit".
  
  While this is correct, I do understand why you wouldn't have known by looking at the product online. I have partnered with our website team to ensure that this is made more apparent when reviewing these types of products on our website. 
  
  Because the blinds selected are not covered under our standard guarantees, we don't have the systematic capabilities to remake them for you. That being said; as a one-time courtesy, I would like to provide a full refund of $163.26 for your products ordered. From there, you may select new products through our website at your leisure.
  
  You should receive this refund in the next 3-5 business days back to your original form of payment. 
  
  I recommend speaking with one of our Design Consultants when you are ready to move forward, as they can help point you in the right direction. All of our blinds that are not labeled as Quick Ship will be eligible for the Satisfaction and SureFit guarantees. 

  If you have any additional questions for us, please feel free to reach out to us at **************.

  Kind regards, 

  ***** C | *********** Specialist

  www.blinds.com

• Initial Complaint

  Date:11/14/2024

  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.

  10/21/2024 I purchased 2-inch wood blinds for 6 windows which qualified for free measurement and installation. A professional came to measure the windows to confirm my measurements. When the installer arrived he said the blinds they sent were not the correct size I ordered. I followed up with customer service to confirm they would reorder with the correct size and was informed until they received the report from the installer this order could not be processed. Once the report had been received I called customer service and spoke with ***** who was very helpful and I thought we had it all figured out with the reorder. I was disconnected from ***** so I phoned again and spoke with *********** who told me that they did not have blinds to fit my windows and that I could not receive a refund it can only be an exchange. How can I make an exchange if they can not accommodate my windows? They then escalated the issue and said it would take someone 48 hours to help me. I still have not received a call, refund, or missing blinds. Each time I phoned the company I was on hold for a minimum of a 1/2 an hour and a couple of times more than 1 hour.

  Business Response

  Date: 11/18/2024

  Hi *******, I am sorry to hear your blinds did not fit as expected, and that we weren't able to find a suitable replacement on your most recent call! I can certainly imagine how this would be frustrating. I see your case was escalated and a manager has now reached out to you with a solution. We thank you for your valuable feedback as we look to continuously improve! - ****** L, Blinds.com ***********

• Initial Complaint

  Date:11/14/2024

  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.

  I placed an order with Blinds.Com on October 3, 2024 at 2:22 pm for more than $400. On October 8, 2024 I had to update the address for shipping before my order would go into production, and on that same date I received an email confirmation that my order was released for production. I then received an email October 15, 2024 that they had been shipped and the estimated date of arrival was November 1, 2024, but the website still shows they are in production and I have been unable to track this order, or contact Blinds.com customer service, nor have I received any updates to the shipping/tracking status.

  Business Response

  Date: 11/15/2024

  Hello ***** ,
  
  Thank you for reaching out and bringing this to our attention. I am sorry to hear that you were unable to contact our customer service regarding the tracking and the accurate status of your order. I can imagine that this was frustrating and I apologize for any inconvenience this may have caused you.
  
  In reviewing your order details, I see that you were able to speak with our customer service department yesterday 11/14/24 and a replacement order was placed, ********, for the 2 Premium Cordless 2 1/2 Inch Faux Wood Blinds.
  
  I apologize for any confusion regarding the delivery addresses zip code for your original order. Your replacement order has an estimated ship date of 11/29/24. Please note that we send a confirmation email about 24 hours after the order ships with tracking information.
  
  If you have any further questions or concerns, please give our Customer Service Team a call at ************, option 3, we are always here to assist!
  
  If you have any additional questions, please reach out.
  
  I hope that you enjoy the weekend.
  
  ********
  
  ******** S | *********** Specialist
  www.blinds.com

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair 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.

  Sequence:01.10/9/24: I ordered. Before the payment I told **** B that I am out of town from 10/23/24-11/3/24 and I and my wife both are handicapped and cannot help the installer. The $5519.92 includes $149 installation charge.02.Bali were sending via Fed Ex. I received all blinds by 11/5/24. Now is the challenge to install the blinds.03. Installation company gave me 11/13/24 between 7:30am-8:00am. I got email and call saying I am responsible for taking old blinds down, moving furniture and taking them to dumpster.04I called customer service on 11/9/24 and explained the issue. Mr. *********** ***** jacked the installation price from $149 to $359.00 and did not honor to take the product back option. He gave refund of $149 to Citi card, charged $359.00 to my ******** express card, cancelled 11/13/24 appointment and told me with new price I do not have to do anything. 05.I called again installation company service provider. They told me date is same i.e. 11/13/24 between 7:30-8:00 but the order is different. Installer came, refused to install and walk away on 11/13/24. He told me anyhow vertical blinds will not fit in the family room and he does not care about senior citizen and / or handicapped people. I called customer service of Blinds.com and Mr. ***** customer care **** created ticket #: 304819.CONCLUSION: Service providers are nasty, no value of customer time and nobody own issue from Blinds.com. If I use outside installer, I will loose measurement warranty and defective product warranty and will be expensive. Resolution: Either installer install the blinds or ********* take product back and issue me refund.

  Business Response

  Date: 11/14/2024

  Hello Madan, 

  Thank you for reaching out and bringing this to our attention. I am sorry to hear that your window covering project is not complete. I can imagine this is frustrating and I would love to look into this further. 
  
  I am emailing you from ************************************* for a quicker response time. If you do not see the email in your inbox, please check your junk and spam folders. 
  
  I look forward to your ********************************************************* Specialist
  ******************************

  Customer Answer

  Date: 11/18/2024

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   Ms. *******,
  Mesurement person was not very friendly, have attitude and does not want to talk. 
  Here are answers to your question.
   
  Question # 1: In reviewing the order, I see that the installer noted on 10/09 that the drapery, curtains, and cornices had to be removed prior to installation. Did he make you aware of this while at your home? When the call was placed to add the takedown and haul away, did you mention that it was for curtains and drapery?
  Answer # 1:  No
  Question # 2: When the call was placed to add the takedown and haul away, did you mention that it was for curtains and drapery?
  Answer # 2: Nobody asked.
   
  Based on his report, *** **** B charged me money including installation. I have told *** **** B that we are handicapped people and we are no help to installer before he email the actual invoice.
   
  I and my wife both are handicapp people. My son provided the money to buy your product and installation. I do not have any friend who can help me. I do not have any extra money to complete this job because we have are on fixed income. I can suggest 3 following options to resolve the issue:
  Option # 1: Take your material / product back and apply full refund to my account.
  Option # 2: Your installer complete the job instead of throwing tanturms.
  Option # 3: I can look into hiring 3rd party to complete the job provided 
      a. Blinds.com pay all the extra cost minus $149.00.
      b. Mesurement warranty will stay in tact incase any blinds do not fit. 
      c. Product warranty will stay in tact in case any blinds is defective.
      d. All other warranties stay in tact.
      e. Blinds.com Issue $210 credit ($359-$149) which have been charged by *** *****.
   
  Let me know what option you like to proceed. I will provide the receipt from the 3rd party installer.  Thanks for working with me and responding to BBB complaint.
   
  Regards,
  Madan
  

  
  

  
  

  Business Response

  Date: 11/19/2024

  Hi Madan, 

  Thank you for reaching out. 

  I'm sorry my previous email hasn't been received yet. Here is the a copy for your review below. Please reply to the email sent yesterday 11/18/2024 and I will be more than happy to help with a resolution. 

  "Good afternoon Madan,
  
  Thank you for your patience and the additional details regarding your experience.
  
  I'm sorry to hear the information required for install was not provided to you prior to the scheduling with the technician to come out. Especially since there were notes from the tech when the measure was completed that the removal of the draperies and cornices would be required.
  
  Please know, I will be passing along coaching opportunities to our team members involved to ensure issues like this do not happen in the future.
  
  Under Blinds.com policy, noted in our original email to you, our installers are unable to take down shutters and draperies. This is due to insurance purposes with the installation company themselves.
  
  This said, here are the options we have to get this resolved for you:
  
  - We can provide a $250 refund credit back to the Mastercard ending in 8999 to assist with covering the cost of having a handyman (of your choice) come in to remove the draperies and cornices mounted in preparation for installation by our technician. This would mean you can keep your one-year warranty of installation intact.
  
  The one-year installation warranty covers: If an additional installation trip is required to replace a window covering that cannot resolved by simple troubleshooting for the first year.
  
  Or
  
  - If you would prefer to find a third-party technician to complete the installation of your window coverings, we would be more than happy to refund the cost you paid for the installation and take down. This amount would equal out to $359.00 and would be returned to the Amex ending in 2005.
  
  With either option, your product warranties would remain intact. This includes:
  The Satisfaction Guarantee: If you are not satisfied with the products, features, or colors selected, we will apply up to 100% of the cost of the original product to remake into a new product from our website, at your choosing for up to 10 products for your household, per lifetime.
  

  The ***************** with our Measure and Installation package: Since your measurements were completed by our Professional Measure and Install team; even if they do not complete the installation, if any of the measurements are incorrect and match the measurements provided by our team, we will cover up to 100% of the cost of the original product to remake into the new size needed.
  

  The Standard 3 Year Warranty: Covers the material and mechanisms for anything outside of normal wear and tear on your products for three years from the date of delivery. If anything occurs, we request you give us a call to see if simple troubleshooting can resolve the issue, or if parts, or a full replacement are required, we will cover the cost of those items.
  If you would prefer to get a quote from a local handyman first and let me know, I am more than happy to partner with you to resolve this.
  
  I look forward to your reply.
  
  Kind regards, 
  ***** C | *********** Specialist"

   

  Sincerely, 

  ***** C | *********** Specialist

  Blinds.com

  Customer Answer

  Date: 12/12/2024

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

   

  Per following email, Blinds.com is in the process of replacing binds whose measurements are not correct. Please keep the complaint open until I receive all the blinds with correct measurements.

   

  Regards,

  Madan

  
  
  
  
  
   

  
  

  Business Response

  Date: 12/13/2024

  Hi Madan,
  
  Thank you for reaching out.
  
  I'm happy to say, your remake order has been shipped out! I will follow-up with you through ************************************* with the link for tracking information to keep an eye on.
  
  Kind regards,
  ***** C | *********** Specialist
  www.Blinds.com

• Initial Complaint

  Date:11/08/2024

  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.

  Excellent service when you order, then nothing after you receive the products and you will be lucky if they just answer the phone. Blinds are of average quality and recommended installers are incompetent blaming installation issues on the manufacturer. Very dissatisfied.

  Business Response

  Date: 11/11/2024

  Hello,

  Thank you for reaching out and bringing this to our attention.
  
  I am so sorry to hear that you have had trouble reaching our team after your installation. I would love to help. For a quicker response time, please email me at [email protected] with your order number and any issues you are having with your order. 
  
  I will be happy to assist. 

  Jessica

  Jessica N | Social Care Specialist
  www.blinds.com

  Customer Answer

  Date: 11/20/2024

  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.  
  
  
  
  Attached is the message sent on November 14, 2024 to the merchant following its invitation to substantiate my claim. As of this day the business has not responded. Yet, ironiically it keeps sending me messages to convey my "satisfaction"....
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 11/22/2024

  Hi Serge, 

  I'm sorry to hear you didn't receive our latest email to you. This was sent on 11/20/2024 at 5:16pm. I would recommend checking your spam and junk folder to make sure it wasn't misdirected in your email. 

  Here is the message previously sent: 

  "Hello Serge, 
  
  I'm so sorry to hear of your frustrating experience with us so far with this order. I can understand how concerning this must be especially with not getting answers on this quickly from our team, and want to assure you that I am here to help. 
  
  I can see that there have been several remakes needed, as well as missing parts, and there is an upcoming installation needed for the latest replacement that is needing scheduling. 
  
  In addition, you mentioned you had some shades that are not rolling correctly, can you tell me which shades this is happening to? Is this on all the newest shades, or have the newest remakes not been installed (this is what I see on our end that we were waiting till the latest remake arrived to have these all installed at once?)
  
  I apologize for the worry this has all caused and hope to turn this experience around for you as best I can. Please let me know your answers to the above questions when you have time this week, and I can assist you right away to help resolve this as soon as possible. 
  
  Sincerely, 
  
  Lauren A. | Social Care Specialist 
  www.Blinds.com "

  We would love to connect with you to help resolve the issues you've been experiencing with you order. It seems like there may have been an issue with your reply coming through based on how it showed in our system. When replying to the email, please make sure not to change the subject line so we can tie it back to your message. 

  Sincerely, 

  Diana C | Social Care Specialist 

  www.Blinds.com

  Customer Answer

  Date: 12/19/2024

  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.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  
  
   Hello,
  Unfortunately the case is still not resolved. Attached is the latest exchange with the vendor.
  Thanks
  Serge ******
  

  
  

  
  

  Business Response

  Date: 12/20/2024

  Hi Serge,
  
  I'm sorry for the
  delay in response from our team! It looks like we replied yesterday afternoon
  to finalize your order.
  
  "I am sorry I
  must have missed your email chain here as we've been working with a new system
  that doesn't notify us like our old system did.
  
  I can remake the
  shades with a Continuous Cord Loop, however I still need to know which side you
  would like the controls on. Please let me know if you would like all on the
  left, all on the right, or one on each side for each room.
  
  Also do you still
  want valances to cover the top of the roller after reading my last email, or
  were they not necessary?
  
  Regards,
  Austin L | Social
  Care 
  www.Blinds.com"
  
  The last pieces of
  information needed are:
  
  Your preferred control
  locations for the Continuous Cord Loops. Would you like them all on the
  left, right, or one on each side for each room?
  Would you still like the
  valances to cover the top of the rollers or are they not needed?
  
  Please reply back to
  the [email protected] email or here to confirm and we'll be happy to get
  these ordered for you.

  We look forward to your reply.

  Sincerely,
  Diana C | Social
  Care Specialist
  www.Blinds.com

• Initial Complaint

  Date:11/08/2024

  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.

  Dear BBB Representative,I placed two orders for 7 blinds, one of which has blackout liner. The business sent its technician to double check all measurements but in the end the blinds that cane with liner doesnt fit my window frame. Its just smaller defeating the purpose of having a blackout liner. I contacted the business, and the agent assisting me said hes gonna send an email to which I should respond with photos of the liner. I received no email whatsoever and my further followups with the business didnt go anywhere either. While I am happy with the other 6 blinds, the one that came with liner is far from being good! I expect the business address this either by a fix or refund.

  Business Response

  Date: 11/12/2024

  Hello ********, 
  
  Thank you for reaching out and bringing this to my attention. I am sorry to hear that there are fit issues with one or more of your shades. I can imagine that this is frustrating and I would love to look into this further. 

  Please email me a photo of the shade in question to ************************************* along with your order number, for a faster response time. I will further review the photos and see how I can help get this taken care of right away. 

  I look forward to your **************************************************************** Specialist
  ******************************

  Customer Answer

  Date: 11/16/2024

  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.  
  
  I sent two emails to the email address provided but the business hasnt yet responded. The business needs to own up its manufacturing error for that one window. Its disappointing that the business plays hide and seek.
  
  Regards,
  
  
   
  

  Business Response

  Date: 11/20/2024

  Hello ********,
  
  Thank you for reaching out and bringing this to our attention.
  
  I am sorry to hear that you are unhappy with the size of the liner. I am more than happy to assist. I received your photos and I have emailed you from ************************************* for a quicker response time. If you do not see the email in your inbox, please check your junk and spam folders.
  
  I look forward to your reply.
  
  ********
  
  ******** S | *********** Specialist
  ******************************
  

• Initial Complaint

  Date:11/07/2024

  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 7 blinds from this company on October 29, 2024 for $736.09. I received the blinds on November 2, 2024 so it was shipped quickly and was satisfied with the shipping. However, I was not satisfied with how the blinds looked in certain rooms in my house and the quality of the blinds and this company refused to provide a refund due to this being a "stock item". Well, I was not aware of that and is not my fault. It was very deceptive on their website with the 100% satisfaction guarantee and I am not satisfied with the quality of this product or how it looks at all. I've talked to multiple customer service representatives who told me they can't do anything about this and even told me to donate the blinds. So essentially this company stole $736.09 from me and is committing fraud.

  Business Response

  Date: 11/08/2024

  Hello ******, 

  Thank you for reaching out and bringing this to our attention. I am sorry to hear that you are unhappy with the look and quality of the blinds that you received. I would love to look into this further.
  
  I am emailing you from ************************************* for a faster response time. If you do not see the email in your inbox, please check your junk and spam folders.
  
  I look forward to your ******************************************************** Specialist
  ******************************

  Customer Answer

  Date: 11/13/2024

  [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:11/06/2024

  Type:Service or Repair 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 July 7, 2024, I purchased 20 white cellular shades from blinds.com for $4,207.08. Although I was assured by customer service that the rails would be white to match the shades, they arrived in beige, with no customization option available and no rail color disclosed on the website.
  
  Customer service initially agreed to send color swatches with white rails but included unnecessary blue, gray and brown colors, delaying my choice. After selecting the white shade, I was told blinds.com would only remake 10 of the 20 blinds under their "Satisfaction Guarantee," despite the rail color mismatch being an issue of inaccurate product representation rather than satisfaction.
  
  I escalated the issue, but blinds.com failed to respond, and the guarantee’s time limit expired, leaving me with a $4,000+ order that does not match my specifications.

  Business Response

  Date: 11/07/2024

  Hello Michael, 
  
  Thank you for reaching out and bringing this to our attention. 
  
  I am sorry to hear that you are unhappy with the color of the headrails. I would love to look into this further. I have emailed you from [email protected] for a quicker response time. If you do not see the email in your inbox, please check your junk and spam folders. 
  
  I look forward to your reply. 

  Jessica

  Jessica N | Social Care Specialist
  www.blinds.com

  Customer Answer

  Date: 11/14/2024

  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.  
  
  
  I have not received an email as noted in their response. 
  
  
  
  Regards,
  
  Michael *****
  
  
  
   
  

  Business Response

  Date: 11/15/2024

  Hello Michael,

  Thank you for reaching back out. An email was sent to ***************** on 11/07 around 11:32 am CST. Please check your junk and spam folders. Here is a copy of that email: 

  Hello Michael, 

  
  I am reaching out regarding your recent complaint filed with the BBB. 
  
  I am sorry to hear that you are unhappy with the headrail color of the cellular shades. I can imagine that this is frustrating and I apologize. I would love to look into this further. 
  
  As all calls are recorded for quality, using the phone number from the order, I reviewed the interactions with our Design Team to see if we misadvised or if there was a direct request for a white headrail and I was unable to find but 1 short call on 06/28 where cords was discussed. Is there a different number I can review? If we misadvised or made an error, I will be happy to make it right. 
  
  We offer a 30-Day Satisfaction Guarantee that covers up to 10 items, per household, per lifetime. You are only responsible for any possible difference in cost. Bali provides the option to choose the fabric and headrail colors. If you are interested in *****ing to this product, I am happy to extend the 30-Day Satisfaction Guarantee to cover 14 shades and extend the deadline of this guarantee to 11/22. 
  
  If you would like to move forward with this option, please let me know before 11/22 and I can send samples of Bali white fabrics. Please note that I have confirmed that Bali will allow for the large size shades requested, but only as a bottom-up lift with a continuous cord loop lift system. \
  
  Because Levolor has confirmed this is the correct headrail color, I can offer a partial refund of $600 to keep the shades as is. This refund will allow you to keep the 3-year warranty intact. 
  
  Please let me know which option will work best for you. 
  
  I am here to help. 
  
  Jessica
  
  Jessica N | Social Care Specialist
  www.blinds.com

  Please email me a response back to [email protected] for the quickest resolution.

  I look forward to your reply. 

  Jessica

  Customer Answer

  Date: 11/20/2024

  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.  
  
  
  
  Thank you for your email and for taking the time to review my complaint. I appreciate your willingness to assist in resolving this matter. I have carefully checked my spam folder and searched my inbox by date, but I did not receive the email you mentioned from [email protected].

  I want to address a few points for clarification:

  Call Records: My initial call regarding the headrail color occurred before the later discussion about cords. However, it seems that only the latter call has been reviewed. Unfortunately, I was only provided the color number and sample showing an "alabaster" color after receiving the product.

  
  Product Concerns: I cannot accept the offer to switch to Bali products. The top-down/bottom-up functionality across all shades in my home was a key reason I chose the Levolor product. Unfortunately, Bali’s bottom-up only lift system does not meet my needs.

  
  Request for Resolution: I kindly request that my order be replaced with shades in pure white, which I have confirmed with Levolor customer service includes a matching white headrail. This solution would align with the information I was provided when making my purchase and address my concerns fully.

  
  While I appreciate the offer of a partial refund, I prefer a resolution that ensures my order meets my original specifications.
  Thank you again for your attention to this matter. I look forward to your response and hope we can reach a resolution promptly.
  
  
  
  Regards,
  
  
  
  
  
   

  
  

  Business Response

  Date: 11/25/2024

  Hi Michael, 
  
  Thank you for your response and the additional information. I'm sorry to hear you haven't received the original replies via email. 
  
  In reviewing all of the calls for the number provided, the conversations start with discussing the lift options on 6/28/2024. Is there another number we can look under to find more information? We may be able to also look up the information without a number, if a date and time can be provided where you spoke with our team on the headrail colors.
  
  If you are happy with the top-down/bottom-up functionality for your shades, we can absolutely keep you with the Levolor Cellular Shades. As is stands now, we would be more than happy to extend the Satisfaction Guarantee for a total of 14 shades versus the standard 10 as a one-time courtesy to *****e the color of the shades to Pure White to allow the rail colors to be more cohesive with your home. 
  
  If you'd like to move forward with the remake for 14 of the shades of your choice or if you have another phone number we can review, please reply here or send us an email at [email protected] to move forward. 
  
  I look forward to getting this resolved for you! 
  
  Kind regards, 
  Diana C | Social Care Representative
  www.Blinds.com
  
  

  Customer Answer

  Date: 01/07/2025

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
    Please See Attached
  

  Customer Answer

  Date: 01/07/2025

  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.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  
    Please See Attached
  

  Business Response

  Date: 01/08/2025

  Hi Michael,
  
  Thank you for your
  response.
  
  I apologize for the
  frustrations this experience has caused and that the rail colors were not what
  you expected.
  
  The digitized
  products shown on the website may vary and may not be identical to the color of
  the product. This information is noted in the FAQ section on Blinds.com. The
  customizer on the website is to provide a general representation of what the
  product will look like. Any visible hardware and rails will be color
  coordinated and may not be an exact match. The final production of the product
  will be based on the manufacturers specifications.
  
  This being said, we
  are still happy to honor the Satisfaction Guarantee remake for 14 of the
  products of your choice from the order, instead of the standard 10 that are
  generally covered under this guarantee.
  
  If the headrail
  color was discussed with your Design Consultant, I would be happy to further
  investigate this. We've reviewed all of the calls under the phone number on
  your order and were unable to locate a call where this was discussed. Is there
  another phone number we can check?
  
  Please feel free to reply here or through our previous email chain. 
  
  Kind regards,
  Diana C | Social
  Care Specialist
  www.Blinds.com

  Customer Answer

  Date: 04/30/2025

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

   

   

  Please see below for a few additional contact numbers to try:

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

  If Blinds.com is unable to accommodate a full reorder, Id like to proceed with a replacement order for 14 blindsexcluding the 3 blinds in the TV Room and the 3 in the Primary Room labeled R, M, and L.

  Ive created a new estimate in my Blinds.com account titled Reorder - Motorized for 6 blinds that Id like to get priced.

  Thanks again for your help.

  Best regards,
  *******

  
  
  
   

  
  

  Business Response

  Date: 05/08/2025

  Hi *******, 

  Thank you for sending over the additional information!

  We are currently researching our system with the phone numbers provided. Please allow me until the end of the day on 5/9/2025 for additional information. Once we are able to review any and all interactions located with the number, I will follow up with you via email with the results and next steps. 

  Please keep an eye out for a follow-up email from ************************************** If you do not receive the email, please be sure to check your spam and junk folder. 

  Kind regards, 

  ***** C | *********** Specialist 

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