ComplaintsforHunter Douglas, Inc.

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Hunter Douglas blinds and at the time of purchase immediately made company representative aware of problems. They did not finish install of promised valence and claimed that it was no longer an option even though it was the whole reason for an HD purchase through HomeDepot. The offered to redo the blinds and never did. Also the edges or the blinds were frayed due to improper install and the wrond remote unit was installed for the blinds. They said all this would be fixed. Also the longer rod in Master bedroom was internally broken and that is under warranty and was suppose to be replaced. I was charged an extra charge for a certified consultant to come out and determine if these were issues. He did after three reschedules (due to his illness and was clearly ill when he did come to my home) and determined these item were under warranty and needed to be fixed. I have that receipt and original receipt. AND numerous calls to Hunter Douglas, ********** and the ********************** that works through **********. They have still NOT fixed a single issue!! This is a second home and difficult for me to get to. But My blind have to stay closed bc they do not work and prevent us from using a master bedroom patio. I am having surgery and staying in this condo and need them operational ASAP. I am filing a lawsuit against all three companies if this issue is not fixed in the next 10 days.

  

  Business response

  07/22/2024

  We are looking into your complaint and will get back to you.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2017 we purchased several motorized blinds through an authorized Hunter Douglas blind dealer. In 2018, 3 of the blinds were replaced due to motor issues. This past year one of our motorized blinds stopped working. Dealer said Hunter Douglas would not repair due to 5 years being up on warranty. Turns out there are no parts to repair that model of blind from 2017. There is nothing to be done but trash the whole blind, which I think is awful! (And we own 6 others like it.) For a company that is supposed to stand behind their product, they certainly are not living up to their customer service satisfaction.

  

  Business response

  07/18/2024

  Our motors have a five year warranty. We have motors in stock. We have contacted your dealer to let them know. They should be contacting you soon. If not, please reach out the original dealer you purchased your shades from. Thank you,

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  built new home bought Levolor blinds 6 power 4 non power with lifetime warranty one shade quit working they made a new one and sent it out when installed it will not work with our remote its 1/4 inch not wide enough and goes up and down at half the speed of the others they said they would send a new one the ones we have been replaced now we are going to have two remotes and one blind that goes up and down at half the speed all six windows are side by side it looks awful would like a refund or send all new blinds to match like we bought them in the first place

  

  Business response

  07/19/2024

  We do not handle Levolor complaints. I have sent the comments to *******. Thank you,

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased blinds in may 2024 and two rooms were done wrong. one was too short snd one was not black out (infant room and black out needed asap so she can sleep). we spent 10k and now cant reach anyone or any solution. they said they will redo the blinds and mail them and nothing for two months.

  

  Business response

  06/21/2024

  This complaint is for Levolor, not HunterDouglas. I did find a case for the customer and it looks like we have a remake in process that should completed by 7/22/24. Please allow 7 - 10 days for delivery once the order ships.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ordered custom blinds on 2/5/2024. Received blinds with correct widths but wrong lengths. Put in warranty claim and received replacement blinds with exact same wrong lengths as the original order. The lengths were suppose to be 24 1/4 inches but all were 32 inches, 8 inches longer than specified in my order. Filed another claim and was denied, The warranty claims that on the blinds 1 to 3 excess slats are permissible. Sent photos showing 5 slats on all the blinds, not within the 1 to 3 slats they stated that were in their specifications. Was given the alternative of adjusting the length myself ( to involved and prone to making mistakes making blinds worthless ) or taking them to an outlet 60 miles away to have them adjusted to the correct size. Not an option that I should have to accept or deal with. 5 months have passed and don't know how many hours spent trying to resolve this issue. Not Happy. I ordered my blinds through Select Blinds .Com. Order # ******* Would really like to get the "custom" blinds ( 24 1/4 inches in length ) that I had ordered and finish my kitchen window project.

  

  Business response

  07/08/2024

  This is a Levolor Consumer, not a Hunter Douglas consumer. I did send the complaint to *******.

  Customer response

  07/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I PURCHASE THE ***** ROLLER BLINDS THROUGH LOWES, THEY CAME OUT AND MEASURED AND RELAIXED THEY WOULD BE ON A SCREEN PORCH. I WAS TOLD IT WAS INDOOR OUTDOOR BLINDS. THE BLINDS ARE DOING FINE BUT THE **** CHAIN HAS RUSTED AND IS BRITTLE. I WAS GIVEN A WARRANTY. I PURCHASED THESE JULY 2022. I HAVE CALLED SPOKE TO ****** AND HE SAID THER IS NOTHGIN THEY CAN DO SINCE IT IS ON A SCREENED PORCH(BOTTOM SECTION IS GLASS SO NOT TOTALLY SCREENED) PURCHASE ORDERS #********* AND *********. HE COULD NOT OFFER ME TO BUY MORE CHAINS AND I TRY TO INSTALL MYSELF. I HAVE 5. I CAN'T BELIEVE THEY WILL NOT OFFER TO HELP IN SOMEWAY. I ASKED IF THEY KNOW A LOCAL REPAIR COMPANY THEY DO NOT. I WILL FILE A COMPLAIN WITH ***** ALSO FOR SELLING ME THIS PRODUCT AND NOT STANDING BEHIND THEIR PRODUCTS, THEY SAID CONTACT LEVOLOR. I WAS ALSO TOLD THAT THE **** CHAINS ARE DANGEROUS NOW AND THEY ARE NOT SELLING THEM ANYMORE. YOU WOULD THINK IF ******* FELT THIS WAY THEY WOULD DEFINATELY WANT TO FIX THIS ISSUE. PLEASE HELP.

  

  Business response

  06/07/2024

  I only handle BBB complaints for Hunter Douglas, not Levolor. I will forward your complaint to their customer service supervisor.

  Customer response

  06/11/2024

  I have heard from Lowes and she told me I should be hearing from ******* but as of this date I have not had any contact from Levolor regarding my broken chains.   

  

  Business response

  06/11/2024

  Hunter Douglas does not handle Levolor claims. I resent this claim directly to *******.

  

  Business response

  06/12/2024

  Levolor is replacing all of your shades.  Thank you.

  Customer response

  06/17/2024

   
  Complaint: 21778881
  
  I am rejecting this response because: I will close out this once I receive the blinds.  They said they may ship around 6-28th.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 2024 We have a large home with Hunter Douglas throughout. The original installation was 6 years ago. Everything worked fine and is still beautiful. We recently remodeled 2 rooms and installed 11 power view shades. In a matter of 60 days, 6 of the 11 had to be replaced because they didnt work properly. We now have 2 more with similar operating deficiencies and will probably have to be replaced. We learned through this process that manufacturing has moved to ****** and it is obvious that the quality control is horrible. If Hunter Douglas doesnt get this under control the company will fail. Several neighbors who underwent remodeling told us not to get Hunter Douglas and we couldnt understand why they would say that. Now we know why! I will not recommend nor will I ever buy this product again unless this situation is remedied. Fix this!!!!

  

  Business response

  05/21/2024

  Your product is covered under your warranty. Please continue to work with your dealer where you purchased the shade and we will work with them to remake your shades at no cost.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased the pirouette blinds around December 2022 and we were given a rebate form which my partner filled out and submitted. We haven't received the rebate to date and we have called a couple of times to follow-up. We are owed $1,050 in rebates and we are very disappointed to not have received this nor to have received communication from the company regarding it.We spent a significant amount of money and bought during a promotion where we were to receive $100 rebate per blind up to 2 blinds and $50 rebate per blind after the 2.

  

  Business response

  05/15/2024

  Our consumer affairs department has reached to the consumer to solve this issue. Thank you,

  Customer response

  05/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am submitting this complaint to express my dissatisfaction with the warranty and repair/replacement process provided by Hunter Douglas. While I appreciate that they honored their limited lifetime warranty policy for repairs, I encountered significant challenges when seeking a replacement for my rear tilt shutters. The replacement only became necessary because Hunter Douglas discontinued producing the 'rear tilt' plantation shutters we purchased in 2017. Here are the details of my experience:Repair Process:On two previous occasions, I utilized Hunter Douglas warranty for repairs without any issues. They promptly addressed the repair needs without requesting additional information such as photos or a statement regarding the cause of damage. This straightforward process aligned with their warranty contract, which explicitly states that repairs and/or replacements will be made with similar parts or products. Hunter Douglas provided new slats and the pins/bars needed for the repair and sent these items with an installer for immediate repair. Replacement Request:Recently, I needed another repair for my rear tilt plantation shutters. The shutters needed the repair for the same reasons the previous repairs were needed- the pins and bars pop out of the slats with normal use. However, the repair process became markedly different.Hunter Douglas requested photos of the shutters and a statement explaining the need for repair. This sudden change in requirements was confusing, especially considering our prior experiences with repairs.We complied with their requests and provided the necessary information. We were also made aware, at this point, that our rear tilt shutters were no longer being produced and replacements would be required since they couldn't produce the slats and pins/bars.Denial of Replacement:Despite our efforts, Hunter Douglas denied our request for repair/replacement. We appealed their decision but were told again that 'management' will not provide the necessary replacements. This denial contradicts their warranty contract, which explicitly promises repairs and/or replacements using similar parts or products."The inconsistency between the repair and replacement processes has left us frustrated and disappointed.Desired Resolution: I kindly request that Hunter Douglas reevaluate our repair/replacement request in alignment with their warranty terms. As a loyal customer, I believe we deserve fair treatment and adherence to the warranty provisions.Conclusion: While repairs seem to be honored under the limited lifetime warranty, the same cannot be said for replacements. I urge Hunter Douglas to uphold their commitment to customer satisfaction by ensuring consistent and transparent processes for both repairs and replacements.Thank you for your attention to this matter. I trust that the Better Business Bureau will help facilitate a resolution that benefits all parties involved.Sincerely,*************************************

  

  Business response

  03/27/2024

  We will evaluate this claim and work the consumer's original dealer to help resolve the issue.

  Customer response

  03/28/2024

   
  Complaint: 21478747
  
  I am rejecting this response because:

  I do appreciate your prompt response to my initial inquiry regarding the warranty denial for my plantation shutters. I also appreciate your willingness to evaluate the claim to resolve the issue.
  However, I am rejecting this response because it states Hunter Douglas will work with our original dealer to resolve the issue which is another step that wasn't required in prior warranty coverage. 

  The two prior warranty claims, that were approved expeditiously by Hunter Douglas, did not require additional information regarding how the shutters became inoperable, photos of the inoperable shutters, or contacting the 'original dealer to resolve the issue.'  The additional measures to evaluate the warranty claim are now being implemented by Hunter Douglas given that repairing the shutters isn't possible.  Replacing the shutters only became necessary because Hunter Douglas no longer produces the 'rear tilt' shutter. 

  The limited lifetime warranty contract from Hunter Douglas does not contain any language that differentiates between the claim process for repairs or replacements.  The warranty simply states, "Repairs and/or replacements will be made with like or similar parts or products."     

  I kindly request that Hunter Douglas reconsider their decision and honor the warranty commitment. As per the warranty terms, repairs and replacements should be made with like or similar parts or products, without any differentiation between the two.

  
  Sincerely,
  *************************************

  

  Business response

  04/16/2024

  I see that there was a case open with Hunter Douglas and CDI where your claim was denied. I have reopened the case will review it again. Please give us five days to respond.

  Customer response

  04/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  *********** handling the warranty repair reached out and said the repair would be made under the limited lifetime warranty issued with the contract.
  

  I also wanted to express my sincere gratitude for Hunter Douglas accepting my warranty request through this process. Hunter Douglas's prompt attention to my issue is greatly appreciated.
  As a customer, I value transparency and trust in business relationships. Hunter Douglas's commitment to resolving my warranty claim demonstrates their dedication to customer satisfaction. I look forward to a positive resolution and a continued positive experience with Hunter Douglas.
  If there are any additional steps or information needed from my end, please dont hesitate to reach out. I am eager to work together to ensure a smooth process.
  Thank you once again for your professionalism and responsiveness.
  Best regards,
  *************************************

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our ** shade mechanism broke not allowing the shade to be raised, 3rd time with this shade. The window opening is approximately 93"x57". This happened sometime early Dec, 22. We contacted the local ** authorized dealer (45 miles away) and ****** (employee for ***************, **********, **) helped ** send in the shade to **. We picked it up on 12-26-22, we installed the shade and found out it was to short, the shade had been cut. The mechanism was repaired, but the shade was shorter. We contacted the local dealer on 1-16-23 to explain the problem and she contacted ** that the shade was cut. She contacted them again on 1-30-23, ** has not contacted her. ****** emailed ** on 2-15-23 and as of 2-20-23 she was still waiting for a response. On 2-23-23 she emailed ** support asking why a restring had the shade cut off, no one asked to have the shade cut. The invoice # is *********. The local ** dealer even sent out their installer to see what he could do, He said the shade had been cut and extended it as much as he could and it is still 2-3 " short. Someone standing outside our house can now look into our house. This shade is in our living room. I was told on 3-6-23 from ****** at the local dealer that she was told that it was not the fault of **. On 3-15-23 the Rep told ****** she was escalating the problem. Since then I have contacted ****** 13 times from 4-4-23 thru 2-19-24 and found out nothing, ** denies they cut off the shade. ****** was getting nowhere with the help of the **** ** continued to say it was not their fault. Who cut the shade the ***** man? On 1-2-24 I was told by ****** that her rep said they would take 30% off a new shade with an estimated cost of $1,500. Also the fabric our shade is made out of is discontinued and we also have another shade in the room that would not match if we replaced it. ****** was aware of this problem. We paid ** $110.00 to ruin our shade when we only asked for the mechanism to be repaired. ** is dodging the problem!!!!

  

  Business response

  03/11/2024

  We will work with the dealer and get this resolved for the consumer.

  Customer response

  03/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

*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. ↩