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:09/22/2024

  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 have to date received 1 original remote controlled zebra blind, then 2 replacement remote controlled zebra blinds from my original purchase. Both replacement blinds have been provided due to manufacture defects. Blinds.com required me to pay for shipping this at the tune of $116. My blind is suppose to be under warranty for at least 3 years. I am still under my 3 yr warranty. I was told that Blinds.com would and could reimburse me for my shipping if I would simply email them my shipping receipt, tracking number. I have done this and emailed the representative several times. It has been more that ***** days, and no response to several emails. This evening I emailed blinds.com again but this time directly from your site. I would appreciate my refund of $116 for *** shipping expense to ship a defective blind to the manufacturer. Twice I have dealt w manufacturer defects. To expect me to pay for shipping was an insult. The customer service at Blinds.com to even respond to the non-working defective blind tools 3 representatives over a 2 week period. This is not the way for a company to do business w their customers. Esp for a customer that spent almost $500 only 2.5 years ago on a 3-year warranties blind. I expect blinds.com to refund my shipping. They have replaced their defective blind for a 2nd time however, I sh have never been charged for shipping. I am owed $116.Thank you.

  Business Response

  Date: 09/23/2024

  Hello, 
  
  Thank you for taking the time to reach out and provide your experience details. I am sorry to hear that there were issues with your shades, resulting in repairs needed. I can imagine that this is frustrating and I apologize. I am happy to look into this further. 
  
  Please note that our 3-year warranty allows for remakes or repairs, at our discretion . After the first year, if a repair is needed, any fees to ship the blinds/shades is the responsibility of the customer. This information is located on our website on the product warranty page. Here is the link: *******************************************************;
  
  No worries though, as a one time courtesy, I would love to help. Please email a copy of the shipping receipt and cost to ************************************** along with your order number and phone number. This will ensure a quicker response time and get this issue resolved in a timely fashion. 
  
  I look forward to your *************************************************** Specialist
  ******************************

  Customer Answer

  Date: 09/29/2024

  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.  
  
  The blinds.com response has only requested my response w copies of receipts. As of 09/29/2024, I have emailed ************ receipts along w a detailed explanation of this entire matter. In a 2nd email, I also provided a pic and video of my defective blind prior to shipping the defective blind to manufacturer - at blinds.con and their manufacturers request - at my own expense after I was advised that blinds.com could refund the $116 shipping charge once manufacturer received the defective blind and inspected it. 
  

  Please note: I live on the west coast side of ** and we have been dealing with the preparations for and the aftermath of ******. Today is the first chance I had to respond. I will update my BBB file as my case evolves and hopefully a refund for $116 is issued and received. Thank you.  ******* ******
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 10/03/2024

  Hi *******,

  I did not see any emails in our SocialCare inbox regarding your order and/or receipts. There could have been an issue with it coming through, possibly if the file size of any attachments were too large. I will go ahead and credit the $116 back to you as a one time exception, in good faith. Please allow 3-5 business days for this to post back to your original form of credit. 

  Regards,

  Austin L, Blinds.com Social Care Team

  Customer Answer

  Date: 10/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action does not fully resolve my complaint UNTIL such time the $116 refund is received. To date, I am unable to confirm a receipt of $116 in any of my accounts.
  

  I am requesting Blinds.com to at least provide me with the last 4 digits of the card/account that ********************** has already sent or plans to send a $116 payment refund to please? Also please advise me w the detailed status of this refund upon your receipt and response of this request. I was never provided any of the requested details from Blinds.com and as to be expected, after 2.5 yrs, a couple of deposit accounts have been closed and most of my cards have expired and/or been replaced if my payment was made on a card. 
  Thank you.
  ******* ******

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

  
  

  Business Response

  Date: 10/15/2024

  Hello *******, 
  
  Thank you for reaching out. I apologize that this detailed information was not provided at the time the refund was processed. 
  
  The $116 refund was requested to the Mastercard ending in 2224. This was the original form of payment. If the card number has changed but the same account is still open, the bank should process the refund with no issues. If the actual account has been closed, not just a card number change, please let me know and I can request this to be cancelled and a check mailed to the address on file. 
  
  If you do not already have this refund, please let me know as it should have fully processed by now since it was requested on 10/03.
  
  If you would like a quicker response time, please email me these details to ************************************* with your order number in the subject line.  
  
  I look forward to your ********************************************************** Specialist
  ******************************

  Customer Answer

  Date: 10/16/2024

  [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, as of this morning, received a full refund of my shipping expense totaling $116.00. Thank you BBB for your assistance in this matter. I appreciate this refund however, this entire complaint would have been avoided had Blinds.com done the right thing to begin with and stood behind their product and covered shipping expense!! This defective blind was a 100% manufactured defect.
  

  My original purchased zebra blind should never have needed to be replaced not once - but twice - within just over a 2-year period. My emails w pics/videos and shipping costs were all received and ultimately acknowledged initially by rep. ******** After that confirmation, ******* then chose to ignore my continued emails. 
  

  The number of calls, speaking w 3 Blinds.com representatives, emailed pics/videos to each of them over and over again over a 2+ week period was some of the worst customer service I have ever experienced. 
  

  I am satisfied that I finally received the $116 refund. I am not pleased with the way in which Blinds.com has handled the entire matter of my 2nd defective blind. I dont know that I can in good faith recommend Blinds.com again. Thank you.

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

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of my $116 refund would be satisfactory to me.  

  
  
  
   

  
  

• Initial Complaint

  Date:09/18/2024

  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.

  I ordered two items and I cant get anyone to answer when I will ever receive. The estimated time was September 6 2024 to September 9 2024. I have called multiple times and they contact the shipping company and they continue to give another shipping time. It is now September 18th 2024 and still I get an answer from customer service it will be arriving tomorrow. Tomorrow doesnt seem to come. When requested to cancel they said I cant cancel until I receive the items. I asked what happens if the item doesnt show for another few weeks. They said nothing can be done. So not only do they have my money they also have my products I paid for. I take this as holding my paid product and money hostage. I have a business to run and I cant run my business this way. They keep telling me I cant speak to supervisor or manager. They show zero accountability and leave their client high and dry.

  Business Response

  Date: 09/20/2024

  Hi *****,

  I am sorry to hear of the shipping delay on your order! According to the tracking info we have on hand, this has now been delivered. If there are any further questions or concerns, please don't hesitate to reach out to us at ************. 

  - Austin L, Blinds.com Social Care Team

• Initial Complaint

  Date:09/16/2024

  Type:Billing 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.

  SureFit Guarantee isn't great. If you bought blinds under a promotion, they'll calculate the replacement blinds difference with the base price, not the discounted price, even if there's a same promotion going on. for example, if you bought your blinds for $320 with a 35% discount to $245, and the new price is $405 for the replacement, you will have to fork $85 instead of $18 when adjusted with the discount. And I double checked to make sure that they still have that 35% off discount on the website to make sure. That's what happened to me. The customer rep said the replacement is priced to their "normal" price. Guess what, the discount is basically the norm. I've checked their website through out all of summer, and the specific blinds that I order is ALWAYS, 24/7, 365 days of the year, have that 35% discount. This business practice is quite dishonest.

  Business Response

  Date: 09/19/2024

  Hello Triet, 
  
  Thank you for reaching out and bringing this to our attention. I am sorry to hear that there was a mismeasure causing the need for a new blind. I am happy to hear that you were able to utilize our 30-Day SureFit Guarantee to get this replaced. 
  
  Please note that the way that the remake was processed is correct. Because we are making a whole new blind, we eat the cost of the new blind and only ask the customer to pay the difference in cost when comparing unit-to-unit cost. This is the most fair way to process the remake as sales can change . Doing it this way does not penalize you for a previous sale as we credit you more than what you paid. Because your blind was made 18" larger and more materials were needed, there is a difference in cost that has to be collected. 
  
  Because we value you as a customer, I am happy to make a one time exception and refund $67 of the $85 that was paid when the remake was processed. This makes your final total to process the remake of only $18. Please allow 3-5 business days for these funds to return to your account. 
  
  I hope that you have a great week.

  Jessica

  Jessica N | Social Care Specialist
  www.blinds.com

   

  Customer Answer

  Date: 09/25/2024

  [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:09/09/2024

  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.

  After following website instructions, I ordered drapes from blinds.com. The drapes I received were half as wide as needed and half of the size of the drapes received in 2021 following the same process. The customer service representative tells me Im misunderstanding the measurement instructions and that the order from 2021 should be no different than my current order. He asked for pictures to prove the older drapes are about two times the width. After providing pictures, Im told I still ordered incorrectly. Their website on how to measure even states if you order a width of 24, your drapes will be made with at least 48 of fabric and pleated down to get a 24 width. I ordered 24 and got a total width of 24 when pulled tight.

  Business Response

  Date: 09/13/2024

  Hello *****, thank you for taking the time to write to us and to share your experience. I'm so sorry your second time ordering the same products turned out to be a confusing experience. I can see how frustrating this has been and we appreciate your feedback. I reviewed your notes and see our custom blinds manager, ******, was able to issue a replacement for you. I'm glad to read this was taken care of and you're welcome to reach out to ****** or to us in ************************************** Thank you again for your time. - Blinds.com Social Care Team

• Initial Complaint

  Date:09/04/2024

  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 ordered 2 inch cordless faux wood blinds and they do mot work. I want a refund and to return the item but the business refused. I do

  Business Response

  Date: 09/05/2024

  Hello Neven,
  
  Thank you for taking the time to reach out and bring this to our attention. I am sorry to hear that there are lift issues with the blinds. I can imagine that this is frustrating and I apologize for any inconvenience this may have caused you. 
  
  Although refunds are not a part of our 3-year Warranty (*************************************************), as a one-time courtesy, I have processed a full refund in the amount of $33.18. Please allow 3-5 business days for these funds to return to the original form of payment. 
  
  Please note that by processing a full refund, this product no longer qualifies for our 3 year warranty or any future remakes. We ask that you dispose of it as you see fit. 
  
  I hope that you have a great remainder of your ************************************************** Specialist
  www.blinds.com

  Customer Answer

  Date: 09/05/2024

  [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:08/22/2024

  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.

  On 8/8/24 I placed an order for a ******************* I was told that it required 2-1/4" depth to flush mount in the window. I have 2-1/2" so thought it would work fine. The blind was delivered on 8/24/24. The top board measures 3-1/2" as evidenced by the attached picture. Talked to customer service on 8/20 ( *** P) and he tells me that the 2-1/4" requirement is only for the cordless design which is not available for a blind as wide as mine. I had no choice but to order a continuous cord loop. I was not told this when I talked to sales prior to placing the order. As a compromise I was willing to accept a 1/2" overhang rather than completely flush mounting. According to the attached specs from their web page the top board should be 3". *** P agreed the 3-1/2" top board that I received is incorrect. He said this was a manufacturer error. After a time on hold he said I would receive an email within 1-2 minutes with a link to send pictures of my oversized product. I did not receive the email. I have spoken to at least 3 different **** about this problem and refuse to spend any more valuable time chasing down this email. I would like to get a full refund based on the blind not matching the specs listed on the website and Blinds.com seeming inability to provide a replacement that matches what the website says the proper specs are.

  Business Response

  Date: 08/23/2024

  Hello ****,

  Thank you for bringing this to our attention. I am sorry to hear that there are fit issues with the Roman ***** and that it is protruding farther than expected. I am happy to jump in and look into this further. 
  
  Thank you for attaching the photo to this complaint. I have sent it to the factory for further review. As soon as I hear back from them, typically 1-2 business day, I will follow up with you you via email from ************************************** This allows for a faster response time.  At this time I will be able to provide you with the next steps. If you do not see an email from me by Wednesday, Aug 28, please check your junk and spam folders or email me directly at ***************************************************************. 
  
  I look forward to resolving any remaining *********************************************************** Specialist
  ******************************
  

  Customer Answer

  Date: 08/29/2024

  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 have why you are not satisfied with this resolution.]
  
  Regards,
  
  I have not received the promised follow up email from two different representatives at Blinds.com. *** P promised to follow up with vendor on 8/22 and ******* said I would hear by 8/28. I checked my spam box and have not heard back from either of them. After multiple calls and emails sent with pictures I still dont have a resolution. I cannot waste any more of my time with this company and their terrible customer service. I need a replacement immediately or I will move forward with disputing the charge with my credit card company. 
   
  

  Business Response

  Date: 08/30/2024

  Hello ****,

  Thank you for your patience. I have heard back from the factory who confirmed that based on the size of the shade and the weight of the fabric, the headrail size that you received is correct. I apologize for any confusion and inconvenience this may cause you. I am happy to help and have 2 options to present. 
  
  Option 1- To keep the shade as is, I can offer a 30% partial refund in the amount of $112.40. This will allow you to keep your 3 year warranty intact. 

  Option 2 - Using the 30-Day Satisfaction Guarantee, we can find a product with a smaller depth requirement and apply the value of this order towards the cost of a new shade. If this is the route you choose, I will first need to send samples. 
  
  Please email me which option will work best for you, by 09/13, to ************************************** This will allow for a faster response time. 
  
  I look forward to your ********************************************************* Specialist
  ******************************

• Initial Complaint

  Date:08/16/2024

  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.

  On May 29, 2024, I ordered 2 blinds at a cost of $701.09. When we put the blinds up we found that they were mis made. One was too short. The other was short and crooked at the bottom. Neither were the color as advertised. On one the cordless lift did not work. They advertise 100% satisfaction. I called the company, and they refused to return my money but said they remake them correctly. I reordered the blinds. On August 16, 2024, I got an email which said my order was cancelled . I have called numerous times, and no one in customer service will answer the phone or return calls. I finally got someone to answer on the order blinds line. They hung up on **** can get no response from them at all. They are a disreputable company and sell products which are not made correctly. I definitely feel ripped off!

  Business Response

  Date: 08/19/2024

  Hello *****, 

  Thank you for taking the time to reach out and bring this to our attention. I am sorry to hear that the blinds were not the color that you expected and that there are lift issues with one or more. I can imagine that this is frustrating and I apologize for any inconvenience this may have caused you. I would love to look into this further. 
  
  I have sent an email from ************************************* for a faster response time. If you do not see this email in your inbox, please check your junk and spam folders. 
  
  I look forward to your ********************************************************* Specialist
  ******************************

• Initial Complaint

  Date:08/15/2024

  Type:Billing 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 ordered custom blinds and the company sent me stock blinds that had not been customized. The blinds were installed by my contractor and I discovered they were too long after they had been mounted. I reached out to them to inquire about my options. They said I could have them remade, which I am not interested in since I do not have the time to remount them nor do I want to work with a company that says they send custom blinds and do not. They said they would offer me a credit, but it would void the warranty, which seems unethical at best. So, my options are to spend more time and money remounting the blinds, or get a credit and void any warranty. You have to love (sarcasm) a company that understands they need to pay their workers for their time and work, but when it comes to the customer, asking for a credit to offset the time and effort it takes to correct their mistake is punished by not having a warranty anymore. After talking with customer service **** she said they were made to spec because they can be off by 3-5 inches. Also, she was incredibly rude and seemed happy when she said because they are allowed to be 3-5 inches on custom blinds, then I have no options for a credit or to be remade. It was obvious she did not care about my experience as a customer. So much for "custom."

  Business Response

  Date: 08/16/2024

  Hi ******, 
  
  Thank you for reaching out and bringing this to our attention. I am so sorry to hear that there are fit issues with your most recent order. I would love to look into this further. 
  
  I have sent you an email 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
  ******************************

• Initial Complaint

  Date:08/09/2024

  Type:Billing 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.

  Blinds.com In may we ordered light filtering roller shades.When we received the order and installed the shades, they were room darkening. The company re made the shades in the same color, light filtering they assured us. The new ones came and they were still pitch black during the middle of the day and not even a little bit light filtering. When contacting the company after the replacements came, their response was thats just how that particular light filtering shade is and suggested a different color. Instead we decided to go with a different type of shade all together as we didnt trust that manufacturer of that shade. We paid an additional price because they do not honor any discounts when ordering a different type of product than what was originally ordered, despite it being falsely advertised on their behalf. The representative told me that it is full retail cost when switching to a different product even though the originally product was not as described. The first two representatives after seeing the pictures of the product agreed and said that the shades were not even a little bit light filtering as described on their website. The original issue which was not resolved was that the light filtering shades were completely room darkening.

  Business Response

  Date: 08/14/2024

  Hello *****, 
  
  Thank you for reaching out and bringing this to our attention. I am so sorry to hear that the shades arrived darker than expected. I would love to look into this further. 
  
  Please note that prior to placing an order, we always suggest customers take advantage of the up to 10 free samples to make sure the fabric and opacity is right for there home.  In reviewing the order history, I do not see that samples were ordered prior to placing the order. No worries though, we offer a 30-Day Satisfaction Guarantee that covers up to 10 products per household, per lifetime. I see that the first remake was listed as a Vendor Error, even though the fabric is correct.

  This means that we still have the 30-Day Satisfaction Guarantee to use. On 07/16, I see that a remake of 2 shades was processed using our 30-Day Satisfaction Guarantee. This leaves 8 remakes on your account. If you are interested in remaking additional shades, we can help. Although we are outside of the initial 30 days, I am happy to make an exception and process a remake. If you want to go this route, please email your order number, name, and phone number associated with your order to ************************************* by 08/28. I am happy to get started right ********************************************************* Specialist
  ******************************

  Customer Answer

  Date: 08/15/2024

  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 received your response.  The issue is not that the shades are darker than we expected, the issue is that the shades are room darkening/blackout rather than light filtering as described on your website and on the manufacturers description as well. They should not be listed as light filtering if they are in fact not even a little bit light filtering. See attached photos, these shades are in direct sunlight in the middle of the day and there is Zero light coming through the fabric itself.  They are described as light filtering on your website. It is indeed a vendor error or advertising error on your behalf. 
  
  
  As far as processing the re makes we went with a different blind all together after the second set we received, along with samples were still room darkening/blackout fabric. The issue with the re makes that we are having is that for the remakes it is at retail cost rather than the discounted /current pricing listed on your site so to go with a different type and brands of shade due to the false advertising on your website we now have to pay more than what we would pay for the exact same shades that they offer at big box store for the exact same product from the exact same manufacturer. I know this for a fact. 
  
  
  The reason for the formal complaint was due to a sizing issue on the re make of the blind.  With this different type of blinds the gap is bigger than expected and they are now saying that due to our initial order date of the original order we cannot have these new blinds remade under the size guarantee because it is outside of the 30 days.  
  
  
  At this point we are disappointed because I recommend blinds.com to everyone I can because of our good experience with you all in the past.  I could re order these exact same window shades , the remade ones, from Home Depot from almost half the cost of what you are charging me for retail cost.  
  
  
  We would be satisfied if we just got a remake of the must current shades we received or the price match different refunded from the advertised price on your website or the price match difference from Home Depot for the exact same product they are offering at a lower price.  
  
  
  
  
  I hope this message finds you well I and I look forward to hearing your response.  
  
  Regards,
  
  
   
  

  Business Response

  Date: 08/16/2024

  Thank you for your reply.
  
  I have responded to your other email and am awaiting your response.
  
  Talk soon,

  ******* N

• Initial Complaint

  Date:08/08/2024

  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 purcahsed a Blackout Roller Shade delivered on Aug 6 at an Unit Price of $********* turns out that the quality of this product is subpar, the sides that sit on the hooks on the wall do not work - the left one is metallic, while the right one is plastic. The plastic side grinds on a metallic cross whenever it spins and the quality is extremely low. So whenever I pull down the roller at normal speeds, it jumps off and uncoils. It only works at very low speeds. Similar products are both made of metal on ****** selling for $30-$50, and they work well. I called and they won't refund, and said I can pay the difference when I buy another brand Bali. The difference is much higher than a new one online. $309 new, vs difference they want me to pay at $325. This is a scam because they trick you into buying the subpar product knowing that you will return it for a better brand, which is **** and it costs much more on their website. Other websites are much lower. They trap you so you have no choice to spend much more on the next level. If they sold the standard one at $30, I would understand the quality, but at $124 (after $70 discount) and lower quality than those sold on ****** sold at $30-$50 with both metal sides, this is a 100% PURE scam. Note I bought more than 50 Bali brand blinds before from the same place before, and it was fine. Blinds.com's own brand is a scam for you to upgrade at a much higher price than if you were to buy a Bali brand new.

  Business Response

  Date: 08/14/2024

  Hello Hao,

  Thank you for reaching out and brining this to our attention. I am sorry to hear that you are not satisfied with the quality of the shade received. This is never the experience we want for our customers and why we offer a 30-Day Satisfaction Guarantee. Please note that when placing a remake, we eat the cost of the new product, asking you only to pay the difference in cost. We also do not take back the old shade. 
  
  No worries though, as a one-time exception, I am happy to process a full refund for your order. Please note that the shade will no longer qualify for any warranties or remakes and we ask that you donate it to a local charity. 
  
  The total refund amount is $124.08 and will show in your account in just 3-5 business days. 
  
  If you have any additional questions, please email me at ************************************* for a faster response time. 
  
  I hope that you have a great ********************************************************* Specialist
  ******************************
  

  Customer Answer

  Date: 08/19/2024

  [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.  

  They have fully refunded the order.    Thank you for advocating for the consumer.  Blinds.com told me over the phone they won't do any refunds or returns and left me in limbo before contacting you.

   

  Best wishes,

  Hao