ComplaintsforHunter Douglas, Inc.

• Initial Complaint

  02/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The product in which Lowes carry's is faulty and became damaged during normal use. They claim they have a 5 year warranty yet when I have tried to get refund they have faulted on communication and have been processing this refund for past month. They have claimed they need 4 months to process a return and claim they return communication with each email takes 48 hours.They obviously conduct business outside of ***************** and I wonder if thats legal within the means of distribution.I would like my refund, that I have been waiting for since last year, 2022. I would like a negative **** on this business if in fact they are legit and accredited as they have told me they are,.

  Customer response

  01/30/2023

  The product in question is the LEVELOR BLINDS as stated in previous email. Faux brown purchased at Lowes in ******. The packaging itself is deceptive and not sure if thats even legal as I was under assumption the manufacturing and distribution even contact info is supposed to be valid.

  The blinds itself are warped, as per myself and 100+ customers. It seems like a shady company all n all. I was also told that because the polymer used warped, they emit a bit of toxic fumes into air. I tried to get in contact with management using all info on box or website and here we are having everything forwarded to Hunter Douglas.

   Tell us why here...

  

  Business response

  02/08/2023

  I have contacted ************************ and I have been able to confirm that the refund check was mailed 2/2/2023. 

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased horizontal blinds in July 2022.Blinds were promised to have Apple HomeKit features.7 months later and there are no features there along without any ETA We purchased these blinds specifically for HomeKit integration and spent over $5K including hardware and installation

  

  Business response

  02/03/2023

  Hunter Douglas continues to work diligently with Apple regarding HomeKit compatibility. Please continue looking at our website, www.hunterdouglas.com for compatibility updates. 

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered blinds in February. I still don't have my blinds. they keep telling the vendor I used they are delayed with no further explanation. How can this be? I want my window treatments.

  

  Business response

  12/13/2022

  We understand that there have been multiple delays on this order, and we sincerely apologize for the inconvenience. Unprecedented demand, worldwide supply chain challenges, and logistics constraints significantly impact our operations. Suppliers of raw materials have struggled to maintain consistent delivery schedules, and all shipping carriers are underperforming due to volume and labor shortages. Ultimately, this requires our production facilities to update ship dates and communicate delays or out-of-stock notifications. We sincerely apologize for the delays on your order and do everything possible to expedite production. Our team will continue to communicate status updates to your Hunter Douglas Dealer, although they are our best estimate at this time.
  
  

  Customer response

  12/13/2022

   
  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

  11/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased silhouette blinds in late 2016, early 2017 at a cost of $10,000 plus other blinds. The supplier was recommended by a friend but it was an hour from my home. She agreed that she sells and installs this far away from her business. After an initial problem with installation, I was very happy with my blinds. The batteries have to be changed every two years, and the installer for her business has told me it would cost about $200 to do this but he wouldnt come this far anyway, creating a problem for me because I couldnt find anyone else to do it. Finally I asked young window washers who were washing my windows to change them for me. They washed the windows and changed the batteries for a total of $50. Had another problem removing the blinds and was told someone would help me with this when hes in the area for $150. Your **************** ***** and any service required costs exorbitantly. I now need a repair and feel I have to live with it due to nowhere to turn and the high cost whenever I need anything. I will never purchase Hunter Douglas blinds again and am telling everyone I know my experience. A big F to HD,

  

  Business response

  11/21/2022

  We apologize that the local dealers/installers aren't able to assist you with your product. Below is a link to our website that will provide you with a list of local dealers in your area. Please contact them directly for assistance with repairs or service. As the manufacturer we don't provide service directly. 

  https://www.hunterdouglas.com/locator/results?address=L0K%201B0&country=CA

   

  https://help.hunterdouglas.com/s/article/Lifetime-Limited-Warranty

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted Hunter Douglas multiple times regarding a wood blind install The installer who i also have filed a complaint with is a Hunter Douglas representative according to his business sign The blinds were installed incorrectly mostly because of inaccurate measurements The blinds are breaking because of the issue Hunter Douglas has refused to honor the lifetime warranty

  

  Business response

  10/26/2022

  Hunter Douglas does not cover product challenges that are caused by mismeasurement or installation issues. Please work with a local Hunter Douglas dealer to either send the blinds in for repair, or to purchase new if a repair is not an options. 

  https://www.hunterdouglas.com/locator/results?address=********************

   

  Please visit the link below to look at the terms and conditions of our warranty. 

  https://help.hunterdouglas.com/s/article/Lifetime-Limited-Warranty

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased several Hunter Douglas on September 18 2020. An electronic skylight shade was installed and split in half, making it unusable. In July 2022 I called Hunter Douglas and spoke with a nice woman who said call the person who sold you the shade and it would be covered under warranty, This woman has since discontinued her business. In July, they told me they had record of the sale and the woman who sold me it as well as other shades. In August, I called back to let them know that this woman is no longer in business and I spoke with ******. She reaffirmed that she saw the original call and provided the name of another local business called, "***********," in *******, *************. ****** said she would email *********** with the information and I could call them in one hour. I called this company and they did not have email. They said they would get back to me. In September, I called Home Trends again and they did not have any record of their email nor did I and I was told I would be copied on it. HD making this process as difficult as possible and that they may be trying to back off the original 2 calls -covered by warranty. Lynsays case number is 22A6183232. These sky light shades are suppose to be warrantied for life of shade and mine delaminated within 2 years. On 10/3/22 I did a chat with HD and was told that delamination was typically seen within **** yrs. Mine less than 2 years. On 10/4/22 I called HD and requested ****** to call back. She said that she didn't say it was warrantied and that *********** in ******* doesn't do home repairs. What? Why did she send me there and lie about the emails and give me the run around? Today she said I would have to personally take down electronic shade professionally installed and bring it in. Or, I could pay for a new company out of **********, ** (***************************************) which is 45 min away. She said I would pay for them to confirm it delaminated. I offered to send pics. No go. Unacceptable response for warranty

  

  Business response

  10/04/2022

  We will be working with the consumer to come to a solution under the terms and conditions of the warranty. 

  Customer response

  10/04/2022

   
  Complaint: 18164744
  
  I am rejecting this response because:

   

  This is not a solution. I was told by two separate employees that it was covered by lifetime warranty and what would negate warranty would be if intentional damage or something of the like. 

  This skylight shade was purchased specifically for a sky light. There was no intentional damage. It delaminated in less than 2 years.  It is an electronic shade and has never been removed. It delaminated on its own. 

  Recently, Hunter Douglas changed their tune to say, "I had to pay a HD dealer to come to my house to inspect the shade.  When I told them I could provide photos

  and why would I want to pay someone to come see it when I have photos of it clearly shows delamination, I was told that I needed to pay someone. They also told me they would not pay for replacement of this defective shade. This is not a lifetime warranty. 

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

  Customer response

  10/19/2022

  BBB did not resolve the issue and did nothing to understand the issue. It is nothing more than a farce. 
  

  
  

  

  Business response

  10/24/2022

  We have requested a proof of purchase or order number to locate the shades. We have been unable to find the order information with the information that has been provided. Once we have the proof of purchase we should be able to locate the order number and move forward. 

   

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought blinds from Hunter Douglas through ******* We have 1 hallway blind and 8 windows in 3 bedrooms with blackout blinds. We never got to see or try any blinds in person. When we ordered them the person came to our home, measured rough estimates to give a quote and then we could choose in a book which blinds. We used her judgement on which to choose based on which would be the most blackout around the windows. After paying she said someone would come to properly measure for them but they never did and instead we just got an email that they are being made and then that they are ready for install. For custom blinds they arent even fitted to our windows, there are gaps beside the blinds letting in light, they dont hold themselves all the way down (they bounce back up leaving 1-2 inches open at the bottom), theyre too light and not weighted to hold the blind in place and to top it off theyre ugly. For $4360 I was expecting to be 100% satisfied (they advertise satisfaction guaranteed). But sadly the companys customer service is lacking. They said they can send someone to remeasure but the sizing doesnt fix all the other problems too. I asked to speak with a manager and they will call me in the next 2 days theres no one I can speak with now. Im disappointed with Hunter Douglas but also ******* I could have done a better job with cut to size non-custom blinds. Such a waste of money, for crappy products.

  

  Business response

  09/29/2022

  I have created a case and sent your complaint to one of the supervisors with Customer Decorators. I have asked that someone reach out to you to discuss this further and see what options are available. 

  Customer response

  09/29/2022

   
  Complaint: 18141946
  
  I am rejecting this response because: waiting on businesses response
  
  Sincerely,
  
  *********************************

  

  Business response

  10/12/2022

  We were able to locate the order information and this has been passed to CDI supervisors so they can assist the consumer.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Through our dealer, ********************** we placed a sizable order with Hunter Douglas that included several designer roller shades in 2014. The shades include a lifetime warranty on parts. We've had the same part (cord system which allows for the raising and lowering of each individual blind) break on a number blinds over the past several years. Despite a short delay, there had never been an issue with getting a replacement part and allowing my dealer to install to get the blind in working order. In April 2022, we had cords break on two separate blinds and requested replacement parts through our dealer then. Twice our dealer was sent wrong parts from Hunter Douglas. In June 2022, I spoke with consumer customer service who ensured me the correct parts would be sent that went. They weren't. On 7/5, I spoke with the same department who now says the manufacturing facility is still waiting on parts and they have no eta. This is entirely unacceptable as we have two blinds that are permanently close. This not only completely blocks our views but also the entire feng **** of our primary living area. As it stands, I don't see a solution and no timeframe to solve. They are in default of our contract to cover replacement parts when they break.

  

  Business response

  07/07/2022

  Thank you for giving us the opportunity to correct this issue. We are researching your case and will be contacting you for additional information so we can move forward with a resolution. 

  Customer response

  07/07/2022

   
  Complaint: 17524764
  
  I am rejecting this response because: There is no solution being offered at this point as the business is researching the complaint.
  
  Sincerely,
  
  *******************

  

  Business response

  07/27/2022

  There are two parts orders in process currently. One order has shipped, and the other is on backorder. We are currently waiting on stock to come in, and once we have the parts we will fulfill your order. 

  Customer response

  07/30/2022

   
  Complaint: 17524764
  
  I am rejecting this response because:It does not fully solve the problem; provide any shipping timing on the first order or any timing update on order 2
  
  Sincerely,
  
  *******************

  

  Business response

  08/03/2022

  I have contacted our parts department to see if they can update me on the status. Unfortunately, if we don't have the parts in stock, we can't ship them. Once we have the parts available we will process the order and ship the parts. 

  Customer response

  08/08/2022

   
  Complaint: 17524764
  
  I am rejecting this response because it does not resolve my issue.
  
  Sincerely,
  
  *******************

  

  Business response

  08/26/2022

  The replacement parts were delivered to the dealer on 8/8. ************** has confirmed that they received the parts and the shade has been repaired.

  Customer response

  08/27/2022

   
  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

  07/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Blinds still in warranty could not be repaired under their warranty because they were not used enough. The blinds were used every day, repairing these blinds has left a member of our family using a bedsheet on her large window for several weeks now and has cost us several hours of our time trying to see to it that hunter Douglas honors their warranty. Likely, at this point, to throw away this defective garbage and instead use a less expensive brand that will provide better services to their customers. If you are looking here to see if these blinds would be a good purchase, I strongly recommend Lutron, blindsgalore, or visit *********** lowes, or the shade store

  

  Business response

  07/21/2022

  We will reach out to the consumer to see what options are available based on the terms and conditions of the ******** limited warranty.

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was a Hunter Douglas dealer for over 10 years. I ordered a large custom made shutter from the company. I paid an installer to make a large heavy paper template of the window and spent an additional $138 to ship this to **************** at HD. The shutter was made with the incorrect frame which did not match the rest of the windows which were previously purchased from HD. The 10' shutter was rejected by the client and had to be disposed of. The company remade the shutter, but this time instead of making it with a frame on all 4 sides, it arrived with a windowsill, which could not be made to fit the window. Again disposal was necessary and trip fees and installation fees were incurred. Next, I requested a measure directly from HD and waited over 3 weeks only to learn upon follow-up, not one of their installers took on the measure. At this point, my client lost confidence in the purchase and cancelled the order completely. Now, Hunter Douglas is trying to charge my company for the shutter at a cost of $1,700, saying they only allow for one remake. Since I sent a template with notes on it, (I was told they don't read notes) and a cost $138 shipping and $400 measure and installation fees, I believe this is an unfair practice since they were not able to make a product that would fit correctly or could be resold. They have been calling my business, and finally someone named ***** yelled into the phone that they would not offer credit for the remake. I simply want my account cleared as I already incurred expenses and have a very dissatisfied customer.

  

  Business response

  06/08/2022

  We are working with our dealer support team to find a reasonable solution. 

  Customer response

  06/08/2022

   
  Complaint: 17331316
  
  I am rejecting this response because: I would expect to hear from them personally in the next couple of days.  I received an email that the case has been reopened.  Upon the last verbal discussion with their customer service person I was yelled at, that they would only offer one remake of a product, and I would have to pay for one shutter, over $1,700.      My response was this  "Why, when you made it wrong twice, I have nothing we could install or resell."  And, it has cost already cost money and a lost and unhappy customer. I have discussed this issue on many occasion with  managers, sales support and credit departments, only to be promised  return phone calls that never came. The only calls I get are from the credit department which have become a harassment. 

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

  ***** & *************** Inc. 

  Customer response

  07/11/2022

  I have not heard anything back for Hunter Douglas regarding the custom shutter they were unable to make for the purpose of reselling.  I have received a couple of emails that my case has been settled, but it appears to be a different customer of theirs.

  

  Business response

  07/28/2022

  Hunter Douglas has agreed to credit the account the amount in the dispute. The credit will be processed on the account and email confirmation will be sent.

  Customer response

  08/05/2022

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

*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. ↩