Select Blinds

Review: On August 18, 2013 I place an order for a rug from Selectrugs.com, a division of Select Blinds. My order number is #[redacted]. On August 22nd I received the rug and discovered that it would not work for my purposes. I contacted Select Rugs on 8/27, to request a return authorization. I was told that I needed to fill out a return request form online, which I completed and subitted to Select Rugs on Tuesday, 8/27 at 3:08pm. The instructions on their web site stated that I should be receiving an RA (Return Authorization) number and instructions for return shortly.

By Friday, 8/30 I still had no word from Select Rugs, so I contacted customer service one again. [redacted], a customer service rep, informed me that sometimes it takes up to a week to receive an RA number. [redacted] said I could receive a number by Tuesday, and she instructed me to call back if I didn't receive a return authorization by that time.

By Saturday, 9/7, I still had not received word from Select Rugs, so I again called customer service. Ii spoke with [redacted], who could not find my order in their system. She put me on hold while she researched the situation. She informed me that there had been a "computer glitch" and for some reason they had not received the online form. (I was perplexed by this because when I had spoken to [redacted], she not only found my order, but she also saw where I had submitted the online form on 8/27 and noted verbally that I was well within the 30 days allowed for return.)

[redacted] said she resubmitted the form herself and I should be hearing something within the next few days.

By 9/11 I still had not received word from Select Rugs, so I contacted Customer Service yet again. I spoke with [redacted], who again could not find my order in their sytem. (Yet if I go to their web site, my order is listed under my account.) I reviewed the dates and times I had spoken with [redacted] and when he heard that I had dealt with [redacted] during my previous communication, he put me on hold and went to inquire about the status of my account with [redacted] told him they were still trying to obtain an RA number and that I should be hearing from them within a couple of days.

At that point I requested to speak to a supervisor. [redacted] said that [redacted] was the supervisor and he refused to let me speak with her. I asked to speak to HER supervisor, but was told by [redacted] that there was no one over [redacted]. He informed me that I should be receiving an RA number "soon" and that all I could do was to wait and be patient. I told [redacted] that he needed to inform [redacted] that if I didn't receive an RA number by Friday, 9/13, I would be filing a formal complaint with the Revdex.com.

I would be most grateful if your organization could mediate for me. I simply want to return the rug and obtain a refund. It is absurd that I have been attempting to make this return for over 2 weeks. Perhaps this is their plan, that if they wait until after the 22nd, it will be over the 30 days return allowance and I will be unable to return the rug at all.

Thank you so much for your assistance. You can reach me at [redacted] if you have any questions.

Kindest Regards,

[redacted]Desired Settlement: Return and full refund on the rug. (Web site states: "Try it for 30 days on us! There’s never a restocking fee at Select Rugs.")

Business

Response:

Dear [redacted],

I cannot apologize enough for the poor communication and service you have received. I will see to it that one of our managers contacts you today and resolves this issue.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Received poorly constructed blinds. Was told I had to forward pictures and wait for select blinds to get approval from their supplying/sub contracting company whom manufactured them for the return and credit to be issued. I did my business with select blinds. Once the operator received the pictures that should have been it. Credit or a return authorization should have been issued. But this is not what occurred. I am now waiting on a manager to call me back. I was told it would be a matter of minutes. It has been almost a hour now and to no surprise, no call has been received. Horrible!

Review: I have a prior complaint ([redacted]. After I submitted my complaint I recieved a phone call telling me everything I wanted to here and an email that afternoon (2-4-16) as follows:

Hi Don,

It was a pleasure speaking with you. Please let me know if you need anything moving forward. I am happy to help.

I have also attached the cutout sheet for the door, even if you do not need an area cut out for the handle we would still need this back to make sure that the glass would not break on install. Please let me know if you have any questions about this.

Like I said on the phone, you should receive your remakes within about 2-2.5 weeks. I will be sure to send you tracking as soon as I have it.

In Kindness,

Katie A. [redacted]

Custom Design Consultant

Lead Specialist |Shutters

Selectblinds.com | Bedding.com [redacted]

On 2-9-16 I recieved some parts ?for the broken shutter that were the wrong part. On 2-10-16 I called the number I was given and didn't get through so I emailed Katie a message to call me. NO RESPONSE! Appx. 2-12-16 I called and had to leave a message. I ask her to call me. Haven't heard back as of 2-17-16.Desired Settlement: I don't understand how a company can stay in bussiness with the level of customer service they have displayed.

I would like them to help me get the proper parts and the right shutter that I need.

Business

Response:

We are extremely sorry for the lack of responsiveness our team has provided you. We have forwarded your situation to our customer service management team. They will be contacting you today.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I received my order on 12-1-14 and the valance on both blinds were defective. I called and sent photos on 12-4 asking for replacement valances. I have since called five more times talking to three different people and cannot get an answer on my request. It is very very difficult to get someone to even answer the phone and then the standard statement is "I will forward your request and get back to you in 24-48 hours. It is 12-12-14 and no one has gotten back to me with a answer.Desired Settlement: I want replacement valances that work.

Business

Response:

[redacted],We are extremely sorry for the poor communication you have received on your order. This is not indicative of how our team performs. [redacted], our Customer Service Manager will be reaching out to you in the next 24 hours. We are very sorry for the frustration this has caused you. It will be resolved immediately.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

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

Regards,

[redacted] I do not want another apology or broken promise of a return call in 24 hours. I want my replacement parts.

Quality of the blinds were very good, customer service is extremely helpful and would definitely recommend this company again.

I love my blinds, the price was great. I get so many compliments and it makes my house look so much better. I love the blinds and the service I received.

Review: Guarantee Issue:

The website claims to guarantee product satisfaction if the products don't satisfy how you envisioned the products in your home and if you made the correct measurements and ordered color samples prior to purchase. I fulfilled these requirements and my satisfaction has NOT been guaranteed.

My order contained 2 living room light filtering shades (living room) and 2 blackout roller shades ordered (bedrooms)--brushed linen, motorized, supposed to have a headrail cassette, wihite bottom rail

Due to their WEBSITE MALFUNCTiON, I was forced to order these shades over the phone with a representative. The customer representative failed to give me all options that the website actually contains, for example, the head rail cassette option. Therefore my blinds came to me without headrail cassettes. The shades look like toilet paper rolls! If the website was not malfunctioned, I could have ordered these shades online correctly.

Selectblinds.com MISREPRESENTS your order with an emailed photo with an order showing the headrail cassette!

Product Issues:

1) I have a large fabric in the left living room light filtering shade. There are large vertical creases in the right living room light filtering shade.

2) The motors are defective in two ways: a) the motors move at different speeds meaning one shade goes up and down faster than the other one b) the remote control channel 1 controls two shades instead of just one and channel 2 controls only the right living room light filtering shade.

3) The right living room filtering shade contains large vertical creases and a small fabric defect (have not complained about)

Customer Service:

-very poor, slow email responses

-manager did not pick up phone call and has not returned phone call after voicemail was left

Satisfaction Guarantee Misrepresentation:

-possibly dragging out the situation and/or failure to communicate to the customer so they can void the 90 day customer satisfaction guarantee.Desired Settlement: I would like to have my order the way I had envisioned.

I want all my shades to have the headrail cassettes as I had envisioned along with the right color, dimensions, motorizations, and backing.

I want to have nice roller shades but having the wrong item shipped to you due to Selectblinds.com website malfunction is terrifying. So far this has been a horrific experience. I am a physician and have limited time away from work during normal work hours. I don't have normal work hours. If I have to give up work for even one day, that time would already pay for these blinds.

Business

Response:

We are very sorry about your dissatisfaction with the product you ordered from us. We will have a manager contact you and work with you to find a resolution. We see that a call was shared with you around the cassette option missing. We have a note mentioning a stain but nothing about the issues you are having with the motorization. We are confident the manager will be able to help find a workable solution when they call you today.

Business

Response:

We came to a resolution and the customer should have no further concerns.

Consumer

Response:

I would like to explain the evolution of my case otherwise I will have to restart this complaint. The company has taken steps but I do want to document these steps so other customers understand my experience. I need this case reopened please. Thanks, [redacted].

Review: After requesting a repair on a blind that had a broken string (and paying $80 extra dollars on top of the blind cost), I also requested the blind be re-cut to be able to fit within my window box. I was asked to provide an EXACT measurement for the blind to be re-cut. When I received the blind, it was still to large for the window. I contacted customer support regarding the issue and was told to take a picture of the mis-cut blind to show what size it actually was. I patiently waited to receive my blind, but only received an email with an old order number from SelectBlinds and a comment from the customer representative that it was submitted to be remade and re-cut. I was also given a tracking number that was an old tracking number from the old order I had placed for a different blind over a year earlier. When I informed the representative about this issue, I was told that their vendor that makes the blind said the re-cut blind and measurement was within the "Tolerance" levels from their factory. The comment from the representative (quoted): "for the other order the vendor is saying that you have requested 58.75 and it looks like the shade measures 58.875" which is within tolerance for the vendor. They said they have and 1/8" +/- tolerance on all our products. " Never was I told that I should expect my blind to be within some tolerance level. I received with the paperwork for the miscut blind a note that says "SHADES NEEDS TO BE CUT DOWN TO 58.75" EXACT"Desired Settlement: Fix the blind as promised with the measurements that were provided as specified to be EXACTLY as measured.

Business

Response:

[redacted],I have been unable to locate your order with the information you have provided. I found an order from 2013, but nothing on the dates you specified. I will have one of our managers contact you to try and clear up the confusion. You will hear from us in the next 24 hours.

Great customer service!!!!

Review: I purchased over $600.00 worth of custom blinds from selectblinds.com, through their retail internet store. The blinds were intended for several different rooms in my home. I encountered several different problems with the blinds when they arrived. I called customer service and described the issues. Customer service was able to help me solve all of the issues, with the exception of one - which unfortunately was the biggest problem. I ordered 5 black opaque blinds for my son's room. The room is quite sunny, and the windows are directly on the street side of the house, posing significant privacy issues. I ordered the most opaque blinds that the company offered for this reason. When the blinds were installed we noticed that they did not match. Three of the blinds were made of one fabric, and 2 were made of another. The 2 smallest windows were made of the most opaque fabric - providing the perfect amount of privacy and sun protection (exactly what we ordered!), while the 3 large windows were made of a much more translucent and see-through fabric - providing practically no sun protection or privacy whatsoever. Passers by on the street can look directly into my sons room. I called the company, took many photos, emailed them, spoke to customer service people, etc. This went on for months and months and months and months. Each time I was told that they would issue a call tag for the smallest blind so they could "inspect the fabric". I would remove the blind, box it up and have it ready to go, and no one would ever show up with the call tag. This happened on 2 occasions. I sent dozens of emails and made dozens of phone calls, spending dozens of hours of my precious time on the phone with customer service people, begging to speak to someone in upper management. I felt that this called to be escalated to a higher level of customer service, yet no one agreed with me, and I was never allowed to speak to anyone in upper management. I was truly given the run around, like I had never been given it before!Desired Settlement: I want a full refund in the form of a VISA credit for the 5 blinds that were labeled "[redacted] room" on my order. I am ready to dispose of these blinds and order custom blinds from another company. Mismatched, no-privacy or sun protection blinds that I did not order are no good to me.

Business

Response:

[redacted],

I cannot begin to apologize for the manner in which your order has been handled. Nothing I can say will make up for the incredibly low level of service you have been provided. I have asked my team to immediately credit you for the shades titled [redacted] Room and to offer room darkening shades in a different variety free of charge if you want them. I want to assure you this type of service is not indicative of how our organization typically performs. I am hopeful you will give us an opportunity to make you a satisfied customer. If you want to reach me directly, I am the VP of Operations. My contact information is below.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

In addition, I would like to add that in the many, many emails and phone calls to the company I suggested on so many occasions that my problem be escalated to a higher level of customer service. Each and every time I was told that that was not possible. I would suggest for the future you reconsider and design a course of action for the more challenging customer service problems, such as mine. BTW - I even tried reaching out through your Facebook page - to no avail.

At this point, I have been promised much and delivered little. I am impressed with the company representatives response, but will be even more impressed if he makes good on his promises!

Regards,

Select blinds is terrible. I ordered 4 blinds, they only sent one and it is taking 2 weeks for them to replace the ones I never received. Customer service and management are awful and do not solve problems in a timely manner. I will never order from them again. Reaching them by phone is almost impossible and they seldom answer emails! Poor, poor, poor!

Three to five months ago I ordered a dozen cordless top down bottom up single cell cellular shades from Select Blinds. The shades were advertised on their website as energy efficient and eco friendly. I didn't know that R values (insulation) could apply to cellular shades, and I didn't ask about their R value at the time of purchase. I wish that I had, because they provide close to zero insulation, and there are cellular shades with better insulation out there.

These people are the worst!!!. You lead people to believe you are cheaper when in fact all this is is a bait and switch!. I bought my blinds and was told I would have them within 10 days. Its three weeks later and I still don't have them

When I called I was assured they would be here on or before the promised delivery date and they still haven't arrived. To top it all off When I complained I get the dumbest response of all..."If you had bought the more expensive ones we would have shipped them to you faster"

Can you believe this.

DO NOT BUY FROM THIS COMPANY!!!! THEY ARE FRAUDSTERS!! BAIT AND SWITCH ARTISTS WHO GIVE GOOD BUSINESSES A BAD NAME. I HOPE THEY GO OUT OF BUSINESS SOON SO MORE PEOPLE ARE NOT SUBJECT TO THEIR DISHONEST PRACTICES.

Great quality, quick service. black out shades are my new favorite item! I'll recommend Select Blinds to someone in the market

Review: Hello. This is the third attempt to receive a set of blinds originally ordered in Nov. 2015. The blinds fail to meet the description on the website. The website describes them as a slumber shade with a complete blackout effect. The blinds poor quality and fit allow light to filter through the sides as well as the blind itself. The company has sent me out a set of replacements, but they fail to provide the blackout effect. At this point I have nine extra blinds and the blinds that I have put up in my windows are not working the way I had expected. I feel the only solution will be to return the blinds for a refund.Desired Settlement: I would like the company to return all the blinds and provide me a full refund for the product. I also feel that the company should look at re-marketing the product since they do not provide the service that is described on the website.

Business

Response:

This is extremely troubling. This product is indeed supposed to provide a complete blackout effect. A manager will be contacting you today. We are very sorry for the frustration this process is causing you.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I really appreciated the way Katie Holmes took all my worried away with her friendly way of working with me. Thank you Katie

Review: We ordered about $1300 worth of blinds for our home. It states on the website 60 day customer satisfaction in multiple areas. Our product description stated "fabric Roman shades". We got a very cheaply made product that barely will go up and down and we are very dissatisfied with the overall quality and function of the product. Select Blinds keeps saying that because we did not ask for a "sample" prior to ordering our blinds, they will NOT refund or return them. We like the color of the "fabric" but are very dissatisfied with the quality and function of the product, neither of which could have been told by a 2x2 inch sample, which we now have. They are very rude and the sparrow and eagle there are not interested in rectifying the situation. They said that they would take them back, they would send to factory to "see if they work" and if they do, they would send them back to us. They are some of the cheapest blinds that I have ever seen. We have owned several homes and bought blinds at each home, none of which had anything like this for the amount that we paid. We would like to refund or return our product. Instead, they tell us that they cannot. The 60 day satisfaction guarantee is all over their website. It is not until you go to another page and read the fine print that they will not return a product unless you have requested a sample. Again, the sample would have shown us only the color, which we are happy with. The quality and function could not be represented in the sample.Desired Settlement: Refund

Business

Response:

We have issued a full credit on this order. I am not sure why I never received the complaint. I am very good at answering them. I apologize.

Review: I ordered several shades from the online company. The two roman shades were ordered in a fabric name Floral Saddle. The photo online of the fabric had a blue gray background. The blinds were made in a fabric called Findlay Saddle (same pattern, but different color) I did find Findlay Saddle offered on several other sites and it is true to the color of the blinds I received. When speaking with [redacted] in CS, she too looked at the Floral Saddle on the Select Blinds site and agreed (recorded) that it looked to have a blue gray background. [redacted] from CS has declared I am out of luck and will not be receiving any type of a refund nor will I receive the blinds in the color I ordered because it is Select Blinds prerogative to randomly change a fabric name and to them I was going to receive Findlay Saddle no matter what. The company should not be advertising material names and colors that they cannot produce. That is misrepresentation of product truth to unsuspecting consumers. I have several photos, web links to both the Floral Saddle and Findlay Saddle color patterns, a long string of terrible customer service emails, a claim of dispute with my credit card agency, and a headache because no one at select blinds even bothered to change the website yet to offer the correct color and name of the fabric that IS available! (Findlay Saddle)

This is a Select Blinds mistake that I should not have to pay for. the IT department should be appalled and top managers should be ashamed that this is how they do business and require their CS agents to act towards consumers.

After all, I am not complaining that the shade of blue/gray is off, it is completely WRONG because it is TAN, nowhere close to gray blue.Desired Settlement: These blinds were purchased under a buy three get one free offer, and under two separate orders. I would like to have two replacement blinds at no cost to me at all, in a color /design of my choosing if the Floral Saddle fabric is no longer available. Or I would like the dollar amount of the first order refunded along with the dollar amount of the second order with the actual "free blind" discount cost being re-applied as a discount to the purchases made on the entire invoice order so I can find a reputable online blind dealer in which to make my further / replacement purchases. I should not be scammed on a buy three get one free offer because I would have made my entire purchase at a different online seller who was offering a better price for such a large purchase. (my total invoice cost of the entire order should these items are returned for a refund should not exceed $700.85)

Business

Response:

[redacted],

I want to sincerely apologize for the experience you have had. It appears you have found a breakdown in communication between our purchasing department and our merchandising team that powers the website. A few months ago our purchasing team decided to refresh some of the colors by changing the patterns slightly. It appears this one color choice somehow did not get updated on our site. We will absolutely honor replacing those 2 shades with any Roman Shade on our site at no charge to you. I have asked my team to have the incorrect shades picked up at our cost and to work with you to find something that will work for you. Again I am very sorry for the inconvenience and I apologize for the manner in which this was handled.

Sincerely,

VP Operations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Per conversation and email (attached) from Kristie Nudo, we have mutually agreed to a refund / credit in the amounts of $262.74 on order number [redacted] and $181.52 on order number [redacted]. This is satisfactory to close the Revdex.com case. Thank you.

I ordered 15 faux wood blinds from [redacted]. After receiving them I started to install the blinds. They did not fit. At first I thought I did not measure correctly. I then measured the blinds I received. They were off 1/2 inch or more. I can't use them. I called [redacted] and got nowhere. This is a scam. Now they have my money and won't do anything about it other than having me reorder at a discount! DO NOT USE THIS COMPANY.

This company advertises prominently on their main website a 90 Day Satisfaction Guarantee and Guarantee F.I.T. policy on their blinds. Select Blinds has taken and modified these consumer guarantees we know so well with other businesses throughout the country. What they don't state is the word "LIMITED" and/or "RESTRICTED" which would cause their customers to read more and seek out the fine print, which is not disclosed until the order confirmation page, after one has spent 1/2 hour or more building their order. This fine print states that they only give you a 90 day satisfaction guarantee if you order swatches or if the product is damaged during transit. You do not get a refund under any circumstances. In addition, even though they advertise $7.99 PER BLIND, for the Guarantee F.I.T., they will only guarantee ONE BLIND per entire HOUSEHOLD. So if you order 20, and get more than one wrong, that expense is on YOU. In addition, YOU are responsible for SHIPPING CHARGES BACK to the COMPANY. When I contacted this company to cancel my order just 4 hours after they received it, they REFUSED to cancel my order. They stated I have to pay 50% of the total order to cancel. I had learned that you are not suppose to use wood blinds in kitchen and baths and was was advised by my HVAC provider to go with FAUX WOOD because of the insulation. I simply wanted to change type of blind, which they REFUSED to LET ME DO. It is now December 22, two days after my order and I get confirmations despite opening a dispute with my card company and telling them to stop the order, that my order is in production and will be finalized in 2 - 4 BUSINESS DAYS and will ship to me at THAT TIME. This Company has very poor customer service. Once they get your money, you are helpless because they do not care if you change your mind, want a new color, want a new type, or need to revise dimensions. Their Customer Service Department rude and doesn't care about your satisfaction. My bank agrees with me that this is unethical business practices. I have documented communications back and forth to support my report, if you need them, contact me.