ComplaintsforHunter Douglas, Inc.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I invested in multiple Hunter Douglas Vignettes, their most expensive roman ****** Hunter Douglas promised to be a company of quality that stands behind its products. The first set of 5 shades were all cut to the wrong sizeHunter Douglas error. The next set all had issues with the up/down strings and it took Hunter Douglas 2 months to send replacement plastic clips. Then one of the shades was cut wrong and had a clearly uneven fold in the ****** They replaced that shade with another defective one that makes an awful cranking sound even on "discreet" mode. That shade is right by my bed and I hear it every morning. Hunter Douglas is still fighting replacing that shade even though it cost $1500 by itself. Stupid me, I bought another shade that was $2700. It arrived with 4 gaping holes and also makes the awful cranking sound because they built it with faulty bumpers. It has now been almost a year trying to outfit my home with Hunter Douglas shades only to be treated with absolute contempt by this company. The supplier I am using is Interior *************** in ******, **. Last time they were at my house, I sat there and listened the phone call with Hunter Douglas for over an hour, only to hear Hunter Douglas also treat their own supplier horribly. I would like my 2 defective shades replaced ASAP without any more delays.

  

  Business response

  02/09/2024

  We will contact the Consumer's dealer and get the Consumer's issues resolved.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The backing used on their vertical blinds doesn't hold the fabric inserted. The edges of the backing to hold the fabric in place, are too deep to hold in the fabric. The first set of blinds didn't use a backing except on the header. The fabric kept falling out of the header. I worked with my designer to get replacement blinds from Hunter Douglas, but the fabric I chose had been discontinued. I had to re select, using a heavier fabric and a backing for the verticals. The backings evidently only have one opening size to accommodate all weights of fabric.This set of blinds, with a heavier fabric and inserted in the "*******" backing is failing as well. they've been installed for about a month. Along the bottom of the blinds, the "*******" is coming apart and the fabric is fraying at the bottom. The blinds get light use from one person, for the most part. They don't scrape across anything at the bottom. If they did get heavier use, I would still expect them to remain intact.Now I start the process over again, with few acceptable fabric choices, and my designer dealing with a giant corporation that doesn't care about quality of product or providing useful information for dealers about their product. Since they've eliminated much of their competition, their product quality and their service has greatly declined. Evidently, they're attempting to set a low bar for the company and the industry.

  

  Business response

  12/20/2023

  We see you opened a case with your dealer ******************. Please contact your dealer and we will be happy to work on a product that will be satisfactory to you.

   

  Customer response

  12/20/2023

   
  Complaint: 21022886
  
  I am rejecting this response because:

  I want a full refund for the living room and dining room blinds including my cost to install the blinds, if there is no product that Hunter Douglas offers in their blinds selection that is good quality and of a material that I want.
  
  Sincerely,
  
  *******************

  

  Business response

  01/18/2024

  This product is under warranty and we are working the our dealer to get the consumer's issues resolved.

  Customer response

  01/22/2024

   
  Complaint: 21022886
  
  I am rejecting this response because:

  The issue has not been resolved. I don't have an acceptable replacement, nor have I had the opportunity to select one. I also may not find a replacement from Hunter Douglas's stock. The selections the offer are limited and I don't know if I'll find an acceptable replacement or need a refund from Hunter Douglas.
  
  Sincerely,
  
  *******************

  

  Business response

  02/05/2024

  We will call the consumer and the dealer to get this resolved.

  Thank you,

  Customer response

  02/05/2024

   
  Complaint: 21022886
  
  I am rejecting this response because:
  
  Although my dealer is trying to get an adequate response, the communication from Hunter Douglas has not responded appropriately and feels more like stonewalling.

  I will be at my dealer's showroom this week to try to select an acceptable replacement to these blinds.
  

  So far I've discovered that Hunter Douglas's products have declined in quality in the last several years. They have become substandard, even for the retail marketplace. I am very disappointed.
  
  Sincerely,
  
  *******************

  

  Business response

  02/20/2024

  We have been in contact with the dealer that the consumer purchased the product from. We entered a remake to satisfy the consumer. The new product should arrive to the dealer on 2/21/24.

  Customer response

  02/20/2024

   
  Complaint: 21022886
  
  I am rejecting this response because:

  I have not yet received the second replacement product. The first two were defective. I chose the initial product. The second was an acceptable replacement, but also defective.
  This replacement is not what I would ever choose, but Hunter Douglas will not issue a refund, so I'm stuck with an option I really don't want. I would never have chosen this style.
  I will wait to see if this product performs adequately or if it too is defective before I close out my complaint.
  
  Sincerely,
  
  *******************

   

  Customer response

  02/22/2024

  I don't know how the matter can be closed when the second replacement blinds haven't even been installed. Hunter Douglas has sent defective goods to me twice. Am I to assume that they won't do the same a third time?

  Customer response

  03/11/2024

  The complaint has not been resolved. Due to illness, the second set of replacement blinds have not yet been installed, nor have I seen them. I expect them to be installed in the next week or so. Please follow up after that.

  

  Business response

  03/14/2024

  We apologize for the delay and are contacting the dealer to set up an installation date. Thank you.

  Customer response

  03/15/2024

   
  Complaint: 21022886
  
  I am rejecting this response because:

  Although this second replacement set of blinds has been installed, I need to see how they perform over at least the next 90 days. As I have stated before, I have little faith in the quality of their product.
  
  Sincerely,
  
  *******************

  Customer response

  03/19/2024

  I understand that Hunter Douglas considers the matter closed since the company has replaced the second set of defective blinds. I will reserve any satisfaction and dispute that this complaint is closed, until at least two months have passed and this third set of blinds either performs well, or if they also fail, to reopen this complaint.

  Based on my experience with Hunter Douglas, although the company has replaced the defective products, the history of defective merchandise remains. It should not have been necessary to replace even one set of blinds. Along with that fact, my skepticism about the quality of the blinds is very high right now.

   

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have been trying to contact dealer that I purchased the hunter dauglas shades for over a year for repair. They wont answer calls or respond to messages. The dealer is House of Blinds I Seminole **.

  

  Business response

  11/06/2023

  Sorry to hear that you haven't been able to get in contact with the dealer. 

  You can use the link below to find a local dealer near you. 

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

  ************************ - ************ is a local repair center. The below link will go over everything you'll need to know about repairs, charges, and the warranty.

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

• Initial Complaint

  10/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a shade that doesnt work Im tired of laying why wont they cover their producir

  

  Business response

  10/16/2023

  We're sorry to hear that you're having challenges with your product. Please use the below link to review our repair process and how to get your shade repaired. If you still have questions please contact us at 1.800.789.0331Monday-Friday  9:00 am - 8:00 pm EST

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

• Initial Complaint

  09/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a shade from Hunter Douglas through a local dealer (*******'s Draperies) as you can't buy direct from Hunter Douglas, in 2021. The first time when it was new, it wasn't even put together and had to go back. They replaced it as it kept coming back not working! It has broken 4 times now. After only 8 months it has broken again, (it is still under warranty) so we had to have *******'s send it back again for repair. (we had to pay the $80 shipping) We just received it back - NOT FIXED! All the pieces are sliding around, it falls down, the strings are all broken still. We paid $1,164.00 for this blind and $80 in repair shipping fees. I want this blind repaired and working correctly. Or replacing for a new working blind. If they cannot do this I would like a compete refund of all my money.

  Customer response

  09/18/2023

  The dealer we worked with at ******** has insisted that Hunter Douglas remake a new blind for us. She is doing a good job. Thankful she is helping with this. 
  

  So hopefully the new blind that comes when we receive it will be working and put together correctly. Hope to receive it by the end of the month. Case wont be closed until we have a blind that works. 

  

  Business response

  09/18/2023

  Thank you for reaching out. Please be sure to have a conversation with your dealer, *******'s. It looks like they have already been in touch with dealer support. 

  Customer response

  09/19/2023

  Thank you. Yes I have been in touch with the dealer and she informed me you were making a new blind. 
  I want to keep the case open however until we receive the new blind and it actually works. We have so far over the past 2 years had 3 deliveries of a blind that did not work and were shipped broken. 

  Customer response

  09/24/2023

  Hi,

  We received a new blind from Hunter Douglas last night and it is working I am happy to say. We are being hopeful it will last longer than 8 months this time. 

  Thank you

   

  

  Business response

  09/26/2023

  Thank you, please let us know when you've received the new shade.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order of honeycomb shade with a hunter Douglas dealer on July 8th 20**. The shade costed me more than 1.3k, and is in color "Temple" of Fabric "***** slik" in their duette line. Invoice# **-0758926, SO Number S**-07043.When placing the order, I followed all recommended steps in finding a desired fabric and color. Including viewing the options online, as well as inspecting the sample from the manufacture provided sample book. When I received the shade, I found that the shade is far from the demonstrated color. I attached supporting photos of 1) Image from their color option web page VS product received. My order matches with their flagship fabric and color combination in the demo video. This is not a marketing video but a demo showed on their color option page ************************************************************************************ 2) The color of the fabric sample I looked at when placing the order. I use this as evidence that as a customer I've made all possible efforts to verify the color of the final shade. I don't see a ordinary customer could expect the color tone of the final shade given the provided sample form, and the demonstration video above.3) Communication screenshot (partial). I've contacted the dealer and hunter Douglas. They both let me to resolve the issue with the other party. In email exchange with hunter Douglas customer service, their message implied the demo video was described with wrong color:"I have sent the pictures to our online team to make sure that the fabric shown was labelled correctly as I agree it does not look like the Temple color but more like the Arani color."They refused in email to hold responsibility for providing misleading product demo in their color option page. I will stress that this isn't a color variation, but too much a difference that everyone who saw them (including dealer and customer service I emailed with) thinks it's way too different.

  Customer response

  08/07/2023

  This complaint type is "Problems with Product/Service", not about delivery. Could you please help update?

  The desired settlement is to exchange the product due to incorrect demo description. I saw it currently says "exchange none provided."  

  

  Business response

  08/09/2023

  Thank you for reaching out! I have reviewed your case. As directed by the *** your dealer will need to submit this information to their dealer support team. That team will review the information, likely ask for pictures of the rail sticker to verify the fabric/color that was used during manufacturing, and advise the dealer on the next steps. Hunter Douglas ******************* through our network of dealer to assist our consumers directly. Please contact the dealer you purchased from for assistance. 

  Customer response

  08/13/2023

   
  Complaint: 20421272
  
  I am rejecting this response because:

  As already communicated with CSR (case # **A7437877), this issue was not that the wrong fabric was used in fabrication, but the unexpected product outcome was caused by misleading info and flawed sample offered by hunter douglas. I have attached photos for each of the following two points.

  1) Your fabric sample failed to show the customer overall green tone due to whatever reason.

  2) There is an description error in your official page. This mistake is so obvious below given color and fabric are exactly as specified, and I think H3**33138313837373737H is undoubtedly the responsible party here.

  The two above points are related to hunter Douglas directly, dealer and fabrication have conflict of interest with me to fix it. If I have to talk to them, I want hunter Douglas to acknowledge the mistake and flaws that caused the unexpected outcome, and credit the customer to remake the shade.

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

  

  Business response

  08/17/2023

  I have contacted dealer/fabrication support to contact your dealer to provide some options. Please continue working with your dealer. 

  Customer response

  08/24/2023

   
  Complaint: 20421272
  
  I am rejecting this response because:

  Dealer told me today that the dealer department only received a message from you without a specific solution. We are at the original state with the dealer department before I talk to you. There were no new options offered from our communications on these issues.

  1) My dealer also told me what you communicated with me before was incorrect.  "The hardware color coordination is something that your dealer would have access to.  It is listed in the sample book of the Duette shades.  The shade was made with the color coordination specified in our sample book." My dealer (with decades of experience working with Hunter Douglas) does not have access to these information, and there is no hardware color for me to see before placing the order.

  2) The mistake in your website still hasn't been corrected. Due to the nature of these issues, dealer and dealer department expects customer service to send a clear message on the solution. Can you message the dealer department that the shade can be redone without charge?

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

  

  Business response

  09/01/2023

  We have been able to come to a resolution. 

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Two of my shutters are warped and they have replaced the slates twice, but have not fixed the problem as to why they are warping.

  

  Business response

  07/24/2023

  We're sorry to hear about the challenges you're having with your shutters. If you're currently working with a dealer, they should be able to assist you with a warranty inspection/claim. If you need guidance or assistance in contacting your dealer, please contact Consumer Support at **************. 

  Customer response

  07/24/2023

   
  Complaint: 20356813
  
  I am rejecting this response because:
  I have checked with your customer service rep and the dealer in my area that Hunter Douglas will not warrantee these shutters because they are over 10 years old. These shutters have been repaired twice by ********************** in **********, ********, only to have the same problem the following year. The problem is the shutters cover three windows and the expanse is too large for the shutters not to warp from the weight. This is what I was told by a repair person, but does not solve my problem. Do I have a Lifetime Guarantee on these shutters or not. I was sold this with this agreement.
  Sincerely,
  
  ***************************

  

  Business response

  08/09/2023

  I will have someone from Consumer Affairs contact you to discuss your options. 

  Customer response

  08/21/2023

  I did not receive anything asking if this complaint was resolved. It has NOT been resolved and I have not hear a word from Hunter Douglas.

   

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

  

  Business response

  08/28/2023

  We have tried to contact you via the number we have on file for you but it seems to not be a working number. We have also email you as of 8/11. The email is from *********************************

  Customer response

  09/07/2023

  I do not have any additional information. Hunter Douglas gave me a lifetime warrantee on my shutters and now will not stand behind them when they warped. Its that simple.

  Customer response

  09/12/2023

  Yes, I have been in contact with Hunter Douglas and told them about my problem with the shutter I purchased from them. I was told when I purchased them there was a lifetime warrantee. One section of the shutter has warped repeatedly and they were repair twice. The section should have been installed differently and was too wide for the heavy shutters. The repair person told me this. Now that they warped for the 3rd time Im told there is nothing that can be done. The customer service rep told me to contact the store where I purchased them, but no help.
  

  My phone number is ************, ***************************

   

   

   

  

  Business response

  09/13/2023

  I have updated your phone number in our records and someone from Consumer Affairs will be reaching out to you. 

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought Hunter Douglas shutters worth $12K from their dealer end of Dec 2021. They were quick to deliver them and it got installed in end of Jan 2022. I opt to buy HD because of the statement that they standby with the quality of their products and it's made in ** compare to their rival that is made from *****. Most of the shutters have scratches when it got delivered. They tried to remake them and they are still not good. I am now told by the dealer that they will no longer remake another one for me. I am now left with windows with noticeable and a low quality looking shutters. For the price I paid, I am hoping HD will standby their promise to consumer to provide good quality products. It's not my fault if the machine they are using to produce these shutters are not functioning properly. It's not my fault that they quality team is not doing their job to ensure that whatever comes out from the factory is up to good standard. I had been thinking of returning these shutters within the first month I got them but I keep on giving them a chance to correct it. I am hoping that I do not need to go through legal action in order for HD to address my concerns.

  

  Business response

  05/12/2023

  I located a case regarding your shutters. I have asked a Consumer Affairs Specialist to reach out to you to see what options are available. 

  Customer response

  12/13/2023

  This is my second complain in BBB. Same issue as before, oh this latest batch is the worst. I bought Hunter Douglas shutters worth $12K from their dealer end of Dec 2021. They were quick to deliver them and it got installed in end of Jan 2022. I opt to buy HD because of the statement that they standby with the quality of their products and it's made in *** compare to their rival that is made from *****. Most of the shutters have scratches when it got delivered. They tried to remake them and they are still not good. I am now told by the dealer that they will no longer remake another one for me. I am now left with windows with noticeable and a low quality looking shutters. For the price I paid, I am hoping HD will standby their promise to consumer to provide good quality products. It's not my fault if the machine they are using to produce these shutters are not functioning properly. It's not my fault that they quality team is not doing their job to ensure that whatever comes out from the factory is up to good standard. I had been thinking of returning these shutters within the first month I got them but I keep on giving them a chance to correct it. I am hoping that I do not need to go through legal action in order for HD to address my concerns.

  Replacement
  

  

  Business response

  12/15/2023

  We are looking into your issues with the Shutters and will get back to you.

• Initial Complaint

  04/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Do not do business with Hunter Douglas. We had some blinds malfunction after a short period of time, and despite having a full warranty (which was documented and confirmed), they refused to honour the warranty and ended up only offering us a $200 coupon for a future purchase. Brutal. Dont do business with a company that doesnt honour their contracts! Blinds should have either been repaired or replaced as per the warranty.

  

  Business response

  04/04/2023

  I was able to locate your case and order information. The shades are from 2014. I see the email stating that you started this process with your dealer 3 years ago. These shades were discontinued in May of 2017 and we no longer have parts to repair the shade. I would recommend working with the dealer you started this process with 3 years ago. The dealer can contact dealer support to see what/if the options are available. I see you have been working with *** in consumer support, however, for any warranty claims you would want to work through your dealer. Also, I see you noted your invoice stated you had a full warranty for 7 years. The warranty is based on the date of purchase, which is 2014, making the shades 9 years old. Please get in touch with your dealer to see if there are any other options available. 
  
  

  Customer response

  04/04/2023

   
  Complaint: 19884350
  
  I am rejecting this response because:
  

  This really is getting old. I have now explained my position close to a dozen times with your company and you keep on replying with mis-information. First, lets get the dates straight. I had initially brought the blinds in 2014, and had returned them to the retailer in January 2020 to be repaired. That means I still had one year left on my 7 year warrantly. Secondly, even though the retailer stated that the warrantly was valid, he then explained to me (over the next 2 years) that he would either fix the blinds OR replace the blinds since they were under warranty. My retailer then explained to me that he had discovered these blinds were no longer being manufactured so they needed to be replaced - to which I said "sounds good." I was then told by my retailer, after talking with Hunter Douglas, that there was nothing they could no longer due since the warrantly had expired. The issue with this position is that I had brought the blinds in to my retailer in 2020, and they had the blinds the entire time and they were well within the warrantly period. So again, it seems I am being put between a retailer and the manufacturer and no one is stepping up to do the right thing. Is Hunter Douglas going to do the right thing and honour my warranty...or not? Or, will you continue to pass the buck like you have been for the last 3 years! Most frustrating.

   

   

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

  Customer response

  04/06/2023

  Please find enclosed the original receipt which clearly states at the top we have a warranty of 7 years from time of purchase. We initially brought the blinds into the retailer for repair on January 20, 2020.This date can also be confirmed by contacting the retailer, since they would have the original documentation. We have asked for this documentation from the retailer, but they have not returned an email, or phone call to this affect. Which is another one of the issues we are having. Terrible, terrible service. However, we know this date to be accurate because we have it entered into our calendars as the date we had booked to go in, we also know this date is accurate, because after our first visit  COVID took over, and that was in February, ****. This is also why the timelines for our blinds repair was literally years in the making, and this is also why (we are assuming), we are getting the run around.

  Thank you.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed the initial order for my blinds on October 4, 2022. On December 9, the vendor told me my blinds would be installed the next day. She called 1/2 hour before she was scheduled to arrive and said there was a shipping problem and that she would contact me later in the week to reschedule the installation. On March 17. A partial installation of 1/3 of my blinds was completed, but some of the items in the order incorrect or do not fit properly so they will have to be re-ordered. I check weekly for an update on the status of my order, and the remaining 2/3 of my order has not yet been accounted for nor installed. I paid over $19,000 for this order at the time it was placed. This is ridiculous.

  

  Business response

  03/29/2023

  I'm sorry to hear about the challenges with your order. I have contacted your dealer and have asked them to contact you to provide an update about the remainder of your shades and the challenges with the shades you have received.

*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. ↩