ComplaintsforSmith+Noble Home Inc

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ************* agent refused to honor warranty on defective materials on Lux Linen Honeycomb shades purchased in June 2020. Contacted ************* via website (6/14/24 - no response) and 6/19/24 via ************. Agent was very quick to indicate that not covered. However, S&N warrenty spefiically states, "This Warranty covers any defect in materials, workmanship..." Two of the shades developed stains on bottom which appaer to be mildew. The shades are installed in non-damp, dry location (dining room) are fully extended, and vacuumed multiple times of the year. The material is defective as some componet, texture or other make up of the material is inducing meldew staining. No advise or solution was offered by S&N on how to address the issue. Just "It's not covered".

  

  Business response

  06/19/2024

  Thank you for sharing this customer complaint.   We have located this customer account from us in June 2020 (order 22238701).  We do offer a limited lifetime warranty but there are exclusions:
  Exclusions - This Warranty does not cover: Any conditions or damages resulting from accidents, alterations, misuse, abuse, improper handling,installation, repairs, operation or cleaning, exposure to sunlight and/or excessive heat sources, or normal wear and tear of materials, components and/or fabrics. Typical variations in fabric color, grain patterns or texture in natural wood or other woven products. Excessive warping of wood slats in high humidity areas. Costs of removal, re-measure,and re-installation associated with window treatment warranty redemptions that occur more than one year after the window treatment's order date are the responsibility of the customer.
  A defect in materials for cellular shades is typically a failed component or delamination of cells. Mold and mildew is not a defect in material. It is caused by environmental factors such as moisture or humidity.  Mold and mildew are not repairable. Moisture can come from condensation on a window, moisture in the air if windows are left open (especially in a coastal beach environment) or in inclement weather, if placed in high moisture rooms such as bathrooms or due to a leak.
  These shades have been installed in this customer's home for four years.  If the fabric was defective at the time of purchase, it would have been noticeable immediately.  We do not cover damage to fabric due to temperature, sun,humidity or other environmental factors.  We will not be able to replace the shades free of charge under warranty.
  We are happy to provide a 30% discount if he wants to place a new order for different shades.  We recommend finding a window treatment that is designed for high moisture areas such a faux ***** blinds or Eco wood shutters that can withstand some moisture. 

  Customer response

  06/19/2024

  The proposed minor discount is not an acceptable resolution to the issue for the defective material issues with the two shades: a) there appears to be an issue with the make up or texture of the material of these shade that facilitates or promotes the staining problem. The subject products replaced similar S&N honeycomb shades in the same windows that had been in place for decades with NO problems, b) the S&N response added language NOT in the original warranty obtained with the product when purchased, nor is that added language in the warranty found on S&N website. The respondent added "humidity" and other language in the response (see attached and prior attachment), c) the shade are NOT located in humid or damp location or environment. They are in a dining room separated by apx 15' from any water source in the kitchen and the house some 5 miles from any large body of water. d) the two defective shades are two of six shades of same/similar design/materials that were selected with assistance of a professional decorator for the dining room and adjacent foyer. The recommendation to select other non-matching products would be inconsistent and a miss-match with the exiting S&N shades that do not display the staining defect installed in the rooms. e) the proposed 30% is modest and seems to be a common sales promotion rather an a resolution given unsolicited promo flyers and mailers are offer same or similar discount from unsolicited flyers and junk mail are periodically received with same or similar "discount". 

  I would like S&N to consider that I have been a S&N repeat customer for many years with 24 windows with S&N window treatments in my historically designated home.  In the past I have recommended the firm because of the quality of products and importantly prior good customer service.  I would like S&N to consider making good on their product and continue my prior good experience with the projects and firm.

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

  *********

   

   

  

  Business response

  06/24/2024

  We appreciate this customer's long term patronage with ***** & *****.   Although environmental factors causing damage to shades is not covered under warranty and is normal wear and tear, we would like to find a resolution agreeable to both parties.  We have carefully reviewed his account. He has standard lift cords which have been discontinued.  In addition the specification for the two narrowest windows in his dining room are also outside of our current specs within this collection in other lift systems.  Our warranty states, when window treatments are discontinued, we will offer a warranty credit (amount he paid when he originally ordered) which we would like to extend in this instance as a courtesy and good faith attempt to find a resolution.  To remake these shades, he would need to transition to another collection.  He would be responsible for the difference in price, shipping, and any installation costs. This would require him to choose a new material and lift system.  Our customer care team did reach out several times last week to extend this offer.  We can be reached at ************ (ext. 2005) attention ******, who can assist him with next steps.  Please let us know if you need any further information.  Thank you.

  Customer response

  07/19/2024

  
  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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON 7/6/2023 I ordered 2 cellular shades both the same except for size. They cost a total of over $1331.00. The shades were not received until August and not installed until December 23rd. The second week of March the larger shade stopped working. When I called them they told me to "pull on it 10 times to reset it". When I called them back to say it was still not working they said I would have to send it back at my expense ( I got a quote from **** $300 ) in oder to have it fixed under the warranty. This is a crime and I want a new shade, them to pick up the shade or my money back.

  

  Business response

  04/05/2024

  Thank you for sharing this customer experience.   We have located her order and will have a member of our ************* leadership team reach out to her to discuss her concerns.  

  We stand behind our quality and have a 60 Day Satisfaction Guarantee that we offer customers:  She did place an order July 2023 which delivered on 7/17/23. Customers have 60 days from the time of receipt to report any quality/operational issues and we will replace if the shade is not functioning correctly. 

   After 60 days, her product is covered with a limited lifetime warranty: The only limitations are cording and motorization which are covered for up to five years and specialty shades are only covered for one year from date of purchase. If a shade is not working correctly, under warranty, we will arrange to troubleshoot, send a part, or pick up the shade for repair.  The customer is responsible for the obtaining a box if we are repairing and a minimal shipping fee they pay to ue as we issue the shipping call tag. They are not required to find a shipping company to send the shade back for repair.  There must be a misunderstanding as her shade is covered under warranty for repair as it is less than one year old.

  Again, we will have our customer care team reach out to assist her.   Below are our links to our 60 day satisfaction guarantee and our limited lifetime warranty.

  *********************************************************************.

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

  Please let us know how else we can be of assistance.   Thank you.

   

• Initial Complaint

  09/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 2023-09-13 I requested my information be removed from their marketing distribution list to stop receiving junk mail, to which they rejected. Response is attached.

  

  Business response

  09/14/2023

  Thank you for sharing this customer's feedback.  Our customer's privacy is of the utmost importance to us.  We have looked to see if this customer has ordered from ** before by looking up his name/phone/email address provided.  He is not in our ordering system.   If he is receiving catalogs to his mailing address, he can opt out through this link - ************************************************ (please enter information as it appears on the catalog).  We have submitted his email to our marketing suppression list to ensure he has been removed from any email offerings. 

  We are also including our privacy link for his reference in this complaint:  **********************************************************; Within this policy it shares the following information: If you have any questions, comments, or complaints concerning our privacy practices please contact us at the appropriate address below. We will attempt to respond to your requests and to provide you with additional privacy-related information.
  Mailing Address:
  ***** & *****
  Attention: Privacy Policy Manager
  1 ***************
  P.O. Box 1569
  ***********, ** 10965
  

  If you would like to request access or deletion of your data please use our Request Portal by clicking on the link below or you may call us at: Link to Request Portal: Click Here ***********************************************************
  Toll Free Phone #: ************

  We hope this helps him support to ensure his information has been removed.  Thank you.
  

   

   

   

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed an order for Wave drape curtains in ************************* not sold separately from curtains and cannot buy the hardware without buying the curtains) for $1,701.89. Received an email from ************* stating the product (Midsummer ****** had been discontinued and a refund would be immediately issued. No refund was issued and ************* shipped the hardware despite the fact that the order could not be fulfilled. Midsummer ***** is still showing as available on the Website. Per text conversation with the designed, the fabric is not available and short 9 yards. ************************ They informed that the product is waiting a substitution. I stated I was not interested in any other fabric/material and wanted a refund then **************** stated that they could not refund me as the hardware had shipped and the fabric is on backorder. This contradicts email and text communications. I am seeking a total refund. The hardware should not have shipped if the order could not be fulfilled in entirety. ************* should provide a method to return that is convenient and at no cost if the hardware must be returned.

  

  Business response

  09/11/2023

  Thank you for sharing this customer's concerns. The customer is correct that we do not have enough yardage to complete her order.  Our drapery and hardware are manufactured at two different factories. Her drapery material was a "while supplies last" selection as it was being discontinued.  Our drapery factory advised our customer service team on 9/5/23 they did not have enough yardage to complete the order.  Our goal is always to find an alternative material selection.  In the process of inquiring with the customer about the reselection, our hardware vendor shipped the drapery rod on 9/11/23.   The customer has been in communication with our designer and customer care team and has shared she does not want to proceed with a reselection.  We are happy to refund her for her drapery and hardware.  The refund request is currently being processed by our accounting team.  She should see a credit within **** business days to her original form of payment. 

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