ComplaintsforAmerican Blinds

• Initial Complaint

  04/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order with American Blinds on February 10, 2024 for composite shutters. I contacted a design consultant for measuring guidance, followed the instructions provided through the website, and even found videos online for the brand of shutters that I planned to order. The shutters arrived three months later on April 19 and April 22. I went to install the shutters and they are not wide enough or tall enough to be able to install. This surprised me given how meticulous I had been with the measurement instructions. I returned to the website to see where I had gone wrong and followed the instructions again which resulted in the same measurements. I called customer service and was informed that I misunderstood how the manufacturer would add width and length to the measurements even though I had worked with their own team for measurement guidance. The representative then instructed me to install my shades on the ground and take pictures. When I asked how those pictures would be used she stated they would be sent to the manufacturer who would decide to replace the shutters with the same measurements which is not going to solve anything since those are incorrect. She then reiterated that my only option was to install the shutters (on the floor) and send a picture BY THE END OF THE DAY since they had shipped in February. I then had to explain they had only arrived a day before (April 22). I like the quality of the shutters and until now my experience with customer service has been positive. I’m frustrated with this company for offering incorrect measuring assistance and then not offering to right the problem and find a solution for the customer.

  Business response

  05/20/2024

  Thank you so much for reaching out to let us know about this. I'm so sorry to hear that your shutters are not fitting. I really would like to see how we can help, and I have emailed you now to get a few additional details about your order. I look forward to hearing back from you very soon! 

• Initial Complaint

  12/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 11, 2023 I placed an order for 5 cellular shades and a 1-inch mini-blind from American Blinds (AB) to replace aged blinds that had been previously purchased from AB. All of the blinds in our house, original and replacement, were purchased from AB. Total cost of November purchase was $1,069.32 including $48.17 for the mini-blind. The order was placed via telephone in consultation with one of AB’s design consultants. The cellular shades were identical to previous purchases. The mini-blind was recommended by the design consultant to replace a 1” ****** ******* mini-blind which AB no longer carries. Upon receipt, I found that the mini-blind could not be installed because its plastic mounting brackets require minimum 1.5” window frame depth and my window frames have only 1” depth. The design consultant did not inform me about the 1.5” depth requirement nor was it identified on the emailed confirmation; in which case I would have requested an alternative. Logic would hold that a 1” mini-blind will fit in a 1” window frame depth. Certainly the 1” ****** ******* mini-blinds previously purchased from AB fit in our windows. An AB customer service agent contacted the blind manufacturer and confirmed they do not have shorter metal brackets similar to the ****** ******* brackets to accommodate our installation. The customer service agent declined return and refund and could only recommend I confer with one of AB’s design consultants (again) to purchase an appropriate replacement. She did not reply to my request for a price concession toward the purchase of a replacement. Over the past 25 years I have purchased $1,000s of blinds through American Blinds with this being the first issue. It’s disappointing to learn their disregard for my loyalty, but I am fortunate to have discovered it over an issue with a $50 mini-blind and not a more expensive purchase.

  Business response

  12/18/2023

  Hello *****,
  
  I am so sorry to hear that you are having issues mounting your blinds. I would love to help. I have sent you and email from ***************************** and look forward to your response. 

  Ava

  Ava 
  www.americanblinds.com

• Initial Complaint

  09/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  on Aug 12 i ordered approx $500.00 worth of blinds, ***** *** ********* not sure how long it took, we started installing them on sept 1st, at this time we discovered there are no holes drilled in the bottom slat, which holds the blinds againt the wall, i contacted customer support on the 2nd and talked with Miyoka ****** who asked me to send a picture of the problem, i sent them a picture and this is the last time i have heard from them, customer support person will not answer emails and i have lodged complaints on their web site, but still nothing

  Business response

  09/13/2023

  Hi ******

  Thank you for reaching out and for bringing this to our attention. I am sorry to hear that the blinds were missing the holes needed for the hold down brackets to effectively work. I also apologize that we have dropped the ball in communication. I can imagine that this experience has been frustrating and I apologize for any inconvenience this may have caused you. 
  
  I see that one of our Social Care Reps, Brooke, has reached out to you regarding the order. She has contacted the factory and is awaiting a response. Typically it takes just 1-2 business days to hear back. As soon as she receives a response, she will reach out to you regarding the next steps. 
  
  I appreciate your patience and hope that you have a good week. 

   Ava

  Ava * * ****** **** **********
  www.blinds.com

• Initial Complaint

  09/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order blinds for 7 windows on 7/20/23. Order had an estimated ship date of 8/10/23 arriving between 8/17-24/23. On 8/22/23 spoke w/ customer service rep. She called manufacturer, received new ship date of 8/30/23. Received tracking # on 8/23/23 and since then tracking shows "label created". Called on 8/31. Rep called manufacturer again and was told shipping status would be updated on 9/5. Today 9/5 status still shows label created. Called customer service again. She called manufacturer again and they said the shipment is in customs. Customs usually takes 5-7 days to clear after shipping. It has been in same status since 8/23 which is 8-9 business days. No one can tell me when I should expect my blinds. I am told to keep checking.

  Business response

  09/06/2023

  Hi ***** 
  
  I am reaching out regarding your recent complaint with the BBB.
  
  I am sorry to hear that your order is taking longer than expected. I can imagine that this is frustrating and I apologize. 
  
  In reviewing your order, I show that the items were shipped on 08/22 from the factory. Once the items are shipped, they must get the border and clear customs. Although it is rare, sometimes customs can take up to 2 weeks. 
  
  I apologize for the inconvenience that this may have caused you. I have reached out to the factory for an update on the tracking. As soon as I hear back, typically 1-2 business days, I will update you here. 
  
  **** ** **** *** ******** *****  ****************************************************************************************** ******** ******* ******************
  
  I look forward to updating you soon. 
  
  Jessica
  
  Jessica * | Social Care Specialist
  www.americanblinds.com
  
  
  

• Initial Complaint

  05/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In October 2021 we called Blind.com to order two custom shutters. We talked with a customer service person, and we provided him all the requested measurements and we order the shutters. That same day he called us back to confirm a measurement and after he re-did the design our total was 2.12 more. He said don’t worry about it he would handle it. We were advised it would take about three months to receive the shutters and that was good with us. Between Christmas and New Year’s Day we called to see if the shutters had been shipped. At that time, we were informed our order had not gone to the manufacturer because there was a 2.12 balance on our account. Never once did any one from Blinds.com contact us to inform us there was a balance. So, we had to reorder and wait another three months. The shutter arrived and they did not fit properly. After several calls the replacement shutters were ordered. A month later the replacement shutters arrived, and they also were incorrect. Each time we would call customer service we would get a different person that would promise to handle our issue. We talked with a Londa, Rose, Janella, and finally a manger named Matthew. Matthew stated he wanted to review the call tapes to see what had happen. We have emailed him three times and called and left messages three times. This started with Matthew on 05/06/2022 and no replies. The last voice message we requested a refund. Still waiting.

  Business response

  05/16/2022

  Hi BBB team!  

  This is under the wrong Company.  Should be AmericanBlinds.com
  are you able to move to the correct company?
  
  

  Order 10746702
  Also, the manager Matthew has worked with the customer and this has been resolved as of this morning. 

   

  Please let me know if you have any questions!

  Tami F.

   

  Customer response

  05/16/2022

  Better Business Bureau:
  
  This letter is to inform you that American Blinds has carried out to my satisfaction the resolution it proposed for my complaint, filed on 5/15/2022 and assigned ID ********.
  
  Regards,

   

  Matthew called today and offered a total refund, we did accept it-BBB thanks for your help

  
  

*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. ↩