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Complaint Details
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Initial Complaint
12/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Our business purchased blinds from Stoneside. They were installed and within a month the blinds were not working. Over the past year I have made over 10 calls to attempt to get the blinds fixed so that they operate as designed and I have been given excuse after excuse. They have a high turnover over employees, they blame the installers for not doing a correct installation, they blame the motors and parts needing to be replaced. I can never get a management level person on the phone. I have demanded a new product and I have been told they will not replace the product, that we would have to pay. There are numerous records of calls, repairs, complaints within the warranty period and they have done nothing to fix or replace the product. As of now I have been promised twice that a manager will call me and no manager has called, I have been told there are parts that have been ordered and should have been installed and no one has called to fix anything.
Business response
12/12/2022
Hello,
We understand that management is involved in this case and have been in communication with the customer. They are developing a plan that will remedy the customer's issue to their satisfaction. The customer will receive this plan the end of the week starting 12/12/2022.
Initial Complaint
10/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I experience an issue with guaranteed blinds installed approximate date "no later than 2/03/2016" per Stoneside. This was reported approximately August, 2021, a technician came out and made the determination it was a flaw and under warranty, but with 3 windows composing 1 front living room window, he said all would need replacing in order to have the design line up correctly. He removed the 1 shade with the small tear in fabric and left me with a paper clip-on blind. I was assigned a Case Number SC62041, created 09/10/2021, 3:41PM Mountain Time. The Target Resolution Date 10/10/2021 I have been very patient, but this is going on the 2nd holiday season without any action by Stoneside. I have finally received samples, but no response when I said I would need some help now since the new fabric and design is far different than what I have. I also said there is one more window on the same side of the house that needs to match. I have had many phone calls to the company, first to Denver where I was directed by the Kirkland office where I purchased, after getting no service. Nothing happened until finally I got someone to send samples, also later, told to work with the Bothell office (where my original designer happens to be listed with). He did return one email, but I have hear nothing more. I talked to the manager later, trying to get some resolution for the 2nd window - now a problem due to Stoneside's inability to replace with the same as the other 2 windows of the 3 where the problem originated. I told him I would like to help by paying, hopefully for cost, for installing a blind for the other window. I have heard nothing at all since then, have emailed and am now getting nothing at all. I stopped by the Bothell office, but no one seems to work there. I received a couple of phone numbers from the receptionist for the entire building with other businesses in it. But, I can't imagine anything will be helpful at this point.Initial Complaint
08/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Contracted Stoneside Blinds & Shades to install motorized blinds for 4 large windows. (approx. 8' high x 4' wide)Timeline:3/15/22 - Measuring appointment and signed agreement. Paid 50% of total cost of $1,800. (total cost $3,600)4/10/22 - Paid the remaining 50% of $1,800 5/9/22 - Blinds installed. Charging cord covers were forgotten, so another appt had to be scheduled 6/10/22 - Charging cord covers installed. Unprofessional job, wrong color and blinds were not opening. Another follow up appointment was needed.7/11/22 - Follow up to fix charging cord covers. No new materials were brought to fix the issue, so no progress was made at the Saturday afternoon appointment (1pm) which I took off work to be at. Another appointment needed to add brackets to the shade motors so they will close properly. New cord covers are needed to fix the original install.I've called Stoneside multiple times over the past month and have left messages to speak with a manager. I'm entirely frustrated and because I paid up front, they have no incentive to return my calls or resolve my issues in a timely manner. The installer informed me in July that the earliest he could be back out to fix the issues is sometime in September. From the measurement appointment until now, they have been here four times and I still don't have the final product that I paid for back in Mar/Apr. The next appointment will make it the 5th visit, this is NOT what I signed up for and I need to speak with one of Stoneside's managers to discuss my options.Thanks you in advance for your time.Best,*************************** ************Business response
08/08/2022
Hi *******,
It is our understanding that you have been in contact with our President ***** CEO, *********************, and an action plan has been agreed upon. If this is not correct, please reach out to us as soon as possible so we can assist you.
Customer response
08/11/2022
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
07/12/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered custom blinds from Stoneside in an offwhite color on May 18 (order number SO94803). The blinds were installed on June 30, 2022 and they were **** in color with a **** valance, which is not at all as the samples appeared. I immediately submitted my complaint to ******************************* who indicated that they should not have been ****, but she later rescinded that statement even though I sent her photos showing the similarity in color of the samples she'd sent (I'd ordered other blinds in different fabrics that seemed to be the same color). Stoneside refuses to fix their mistake and I'd like reimbursement for the $3000 I spent on these blinds since I need to have them replaced as they are not correct.Business response
08/08/2022
Hi ****,
It is our understanding that you have been contacted, and an agreement has been reached. We are remaking your product free of charge and will install the product when it is finished being manufactured.
Initial Complaint
06/21/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
SO93636 order was placed on April 13th 2022 for **** dollars. The installer came for an installation on June 3rd and we realized that the products are not what we expected. The installer spoke to the designer and we spoke to the designer. We were promised for a solution at no additional cost ASAP. The designer got back to us on June 14th and asked for another **** to get the problem fixed. We have emailed called messages them for an explanation. But we have not heard back anything from them since then.Business response
08/02/2022
This customer has been contacted, and an agreement was reached. We are remaking their product free of charge and will install the product when it is finished being manufactured.Customer response
08/03/2022
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,
Yi ****
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5 total complaints in the last 3 years.
0 complaints closed in the last 12 months.