ComplaintsforBlindster

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We placed two orders for shutters and one order for blinds. First, the shutters. They are defective. After over 40 hours of back and forth with Blinder's terrible support staff, we have determined that the shutter tension is too tight (on most of my shutters.) Their solution was to ship some clearview connecting rods and some instructions on how to reduce the tension. This is a very tedious process that takes around 2 hours per shutter and does not entirely fix the problem. I have asked for the shutters to be remade and they refused. Secondly, the blinds. The blinds are not as described. They have very ugly plastic pieces on the sides which are not shown on the picture. I paid for an upgrade to get a fabric covered fascia but the sides are not covered. They look ugly. Blindter's solution is to have me take them to a local charity store and get a donation receipt. I told them I am not spending any more time playing their games. I am sick of dealing with these amateurs and I want a full refund, or there will be credit card disputes and civil suits to recover my expenses for the full amount of the transactions.

  Business response

  01/30/2024

  We sincerely regret any inconvenience Mr. ***** has experienced with our products, and we want to assure you that we have dedicated considerable time and effort to resolve his issues. We value our customers, and it is always our goal to provide satisfactory solutions.
  Upon the initial occurrence of the shutter issue, we offered Mr. ***** the option to remake the shutters, which he declined, seeking an immediate solution instead. Subsequently, we engaged in troubleshooting efforts based on Mr. ******* advice. Despite our attempts, we did not receive any communication from him for an entire month.
  Later, Mr. ***** raised an unrelated issue with his roller shades, specifically regarding the plastic endcaps for an outside mount. We promptly addressed this concern by issuing a refund for the problematic shade, even though clear images of the endcaps are available on our website. Mr. *****, however, sought a full refund and declined our request for a donation receipt.
  Regarding the shutters, Mr. ***** reported that troubleshooting was unsuccessful, but when we requested current images to better understand the extent of the issue, he refused to provide them. We believe accurate images are crucial for identifying defects and proceeding with any necessary remakes.
  Mr. ***** has three orders with us:
  June 2023 order - Total $1,732.55 Refunded $100 in July, remaining balance $1,632.55
  July 5th order - Total $5,234.02 Refunded $530 due to issues, remaining balance $4,705.02
  November order - Total $1,017.00 (solar shades) Refunded $133.48 and a full refund of $883.52, totaling $1,017.00
  In light of the ongoing challenges and in an effort to address Mr. ******* concerns, we issued full refunds for all three orders. The November order refund was processed back to Mr. ******* credit card, while the remaining $6,336.57 was sent to him via check.
  We acknowledge that the resolution process has been challenging due to incomplete information and a lack of cooperation in providing current images. Our policies clearly state the importance of photo evidence in addressing issues, and we appreciate that we have gone beyond our policies by offering significant refunds.
  We sincerely apologize for any frustration Mr. ***** has experienced, and we regret that the products did not meet his expectations. We remain committed to customer satisfaction and will continue to address concerns to the best of our ability.
  Thank you for your attention to this matter.

  Customer response

  01/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  

  This response is typical of the gaslighting and fraud that Blindster perpetrates on its customers.

  1) They claim they offered to remake my shutters.  This is a bald-faced LIE.  Had they offered to remake my shutters I would have accepted it.  The shutters they sent are DEFECTIVE yet some how they are blaming me for their defective products!  Ridiculous!
  

  2) They claim they have sent me a refund check.  This is a LIE.  I have not received any refund check at all.  I sent an email yesterday and another email today asking when and where the refund check was sent and what the tracking number on it is.  Of course, they have not responded.  They have NOT issued a refund check.  If they are claiming I have a refund check from them, then I would love to see the cleared check from their bank.  Of course, they cannot provide it because they have not issued a refund check.
  

  Blindster has proven that all they are capable of doing is perpetrating financial fraud on their customers.
  

  Thank you BBB for shining a light and helping to bring these criminals to justice.

   

  Business response

  01/30/2024

  We understand Mr. ******* frustration and want to assure you that every phone call and email from him has been thoroughly reviewed by our team at Blindster. We have made every effort to assist him with his order, and we want to clarify a few points for a better understanding of the situation.

  Firstly, we did not require Mr. ***** to provide evidence of product disposal, and the items in question are still in his possession. No further action has been requested from him in this regard.
  Mr. ***** reached out to us recently, and we promptly responded during our business hours. We informed him that the reimbursement check was printed on the 18th, with our commitment to completing the process during the week of the 17th. We acknowledge the delay in sending the check, and we would like to highlight that it was dispatched via standard mail.

  Due to the ongoing nationwide shortage with USPS, we have no control over the delivery timeframe once the check is in transit. We understand the inconvenience this may cause, and we want to assure Mr. ***** that we are committed to resolving the matter promptly.

  While we are willing to provide proof of the cleared check, it is important to note that Mr. ***** needs to cash the check for it to clear on our end. We apologize for any confusion in this matter.
  To address the ongoing concern, we have advised Mr. ***** to notify us by the end of the day on February 5th if the check has not arrived. In such a case, we will promptly cancel the existing check and issue a replacement.

  We sincerely apologize for any inconvenience caused and appreciate your understanding as we work towards a resolution. If you require any additional information or clarification, please feel free to contact us.

  Customer response

  02/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  How can I accept the response when I haven't received my refund?
  
  How can I accept the response when they keep lying to you and me?  They are non-stop gaslighting me!
  
  They claim I haven't sent any photos.  I have sent many of photos of the shutters and even videos!  Here are the links to the videos!  The photos are all directly embedded in the hundreds of emails that I have with them.
  
  Given all their lying, I have absolutely no reason to believe they have actually sent a check.   First class mail from TX to SC does not take 3 weeks!!
  
  They are LYING!  They are FRAUDS!!!
  

  Business response

  02/22/2024

  We resent a check overnight mail to Mr. ***** after seeing that our original check never made it. We also have confirmation that the new check has been cashed and his refund was received as of 2/9. At this point there is nothing further we can do to assist him with the product due to it being fully refunded on our end. Attached is the record of the check being cashed. 

  Customer response

  02/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

  Unfortunately, Blindster waited 7 months to provide me with a refund, wasting several hundred hours of my time in the process while attempting to skirt their responsibilities and honor their sales contract.  We have already filed a lawsuit to recover the actual costs we incurred.  The law suit also includes a punitive demand totaling $2.25MM.  We did give them plenty of warning, but they kept throwing up smoke screens and claiming we hadn't sent them proof that their shutters and blinds were defective, which of course I had (multiple videos, photos and hundreds of emails and phone calls.)

  
  Regards,
  

  Jonathan *****

  
  
   
  

• Initial Complaint

  11/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased top down, bottom up cellular shade products in 2015 under PO#*******. These shades came with a limited lifetime warranty for the hardware and a 5yr warranty for the shade material and operating cords. This Summer the shade springs and spring mounting hardware mechanisms began failing. I ordered and paid for new shades before the failed shades were removed from their mountings as we needed the privacy the failed shades were partially providing. I contacted customer service regarding the lifetime warranty after I discovered the failed parts clearly were components covered by the lifetime part of the supplied warranty. My claim was denied even after I supplied numerous photos of the failed parts and also a copy of their printed lifetime warranty that applied to the failures and was supplied with the shades. I have had to purchase new shades from Blindster to cover the windows for privacy and also so we would have a match to the still operating older shades. At this time I believe Blindster is choosing not to honor their warranty as it applies to the failed parts under a claim that the blinds conform to uncited industry standards. As an engineer I am unable to locate any industry standards that apply to the failed products and I continue to claim that my shades should be replaced at no charge under warranty. I sent my claim information to the company leadership, Mr Kyle Cox, via certified mail on Oct. 12 this year and have received no response so I am contacting the BBB for help in resolving this problem.

  Business response

  11/28/2023

  We are sincerely sorry for the issues Mr.****** has had with his order. Attached is the warranty that Mr.****** agreed to at the time of ordering. At the time that Mr.****** ordered he also had the option to apply or added the Accident protection plan that would cover his products further. I we also would like to address that Mr.****** ordered in 2015 and it is now 2023 he has had these shades in his home and in constant use for 8 years. We do stat that normal wear and tear is not covered under our warranty. We do understand Mr.******** frustration on this matter and I have refunded back his order that he purchased however because we are refunding the order we do not cover no charge remakes under warranty you get a one time remake on our products if you did not purchase our extended warranty. The refund has been issues in the amount of 392.17. Order ******* total amount refunded 287.54, Order ******* total amount refunded 113.26. If Mr. ****** does not agree with this resolution please have him contact us directly. We apologize for the delay and the issues on the order. 

  Customer response

  11/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  I again find that the original lifetime warranty that I received with the original shades does apply without any additional expense being required.  The document does exclude the soft materials after a five year term but does not exclude the hardware.  The hardware components failed and rendered the shades unusable.  It should be noted that the materials and design of the operating hardware have been redesigned and the replacement shades should be more durable.  Also, it should be noted that the Limited Lifetime Warranty is no longer included with the replacement shades. Should Blindster wish to have additional photos of the failed shades and the warranty document I will be happy to sent them.
  
   
  

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchase 4 window shades from this company, which were advertised with a lifetime warranty. These shades have had numerous problems over the past 3 years and now we have yet another one that has broken. When I reached out to the company to enquire about a replacement, they told me my warranty had expired. When I told them I had a lifetime warranty, they said that the manufacturers warranty is over and I did not purchase something called a "lifetime upgrade guarantee" which was not offered to me at the time of purchase nor required to receive the lifetime warranty. I replied back with the proof of lifetime warranty on Aug 30, 2023 and the company has not responded again since, despite being prompt with their prior replies.

  Business response

  10/04/2023

  We do apologize that the customer is having an issue with one of their 2020 shades. Since the complaint has been filed the customers shade was remade. However the the Limited Lifetime warranty is just that limited and the same line item and same shades keep breaking. There are a quantity of 4 of the shades in the same size on this order and we have now remade each shade at least once and now another shade a second time. Each shade is allowed a remake one per a an item that we will cover under the warranty after that we do ask that the customer at least pay shipping. In this case we did remake it at no cost to the customer but the order does not qualify for any further remakes. These shades do not commonly break but there can be other factors that may not be thought about as in leaning over any furniture to operate them or moving the shade up and down at an angle can cause the shade cording to break. We do understand the customers frustration and we did remake it for them this one time as a courtesy. We apologize for any delay in that process while trying to get to the bottom on the issue.   

  Customer response

  10/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

  I am not satisfied, because the defective blinds were sold with a lifetime warranty and the business is still claiming that the warranty is now expired.  There are obvious manufacturing defects with these shades.  As the business has stated, all of the original shades have broken.  This is despite being used in accordance with the instructions they provide.  Up until this most recent issue, the business has been willing to replace the defective shade with another identical shade.  But they are now saying that if future blinds are defective, as all of the original ones have been, they will no longer replace them.

  The issues experienced with these blinds are bad enough and consistent enough to warrant a complete recall of the items, however Blindster has refused to do this and is now attempting to pass the liability on the the end user, despite having sold the blinds with a "Lifetime" warranty (which they have now changed to only a 2-year warranty). 

  I do not accept that my "Lifetime" warranty is now expired.  If that is the case, please provide a full refund so I can purchase a more reliable product from a more reputable manufacturer.

  Regards,
  Aaron P. *******
  
   

  
  

  Business response

  10/13/2023

  In response to the feedback concerning the Limited Lifetime Warranty, we acknowledge that the highlighted aspect from your perspective seems to be the "Lifetime" portion of the warranty. However, it's essential to clarify that the policy clearly specified a "Limited Lifetime" warranty at the time of your order placement in 2020.
  
  Furthermore, we would like to draw your attention to the fact that the highlighted area of the policy does not explicitly state that remakes or repairs will be provided free of charge. There may be associated costs for shipping or labor when availing of these services.
  
  As per our policy, it is important to emphasize that there are certain limitations in place. Your order includes four shades, and all of them have been remade. Furthermore, we've processed two additional remakes. It's worth noting that such repeated occurrences of breakage in the same manner are unusual, given that the remakes were produced from different material batches and mechanisms. This indicates that the issue may not stem from a manufacturing defect, as we have used a variety of materials during this time. Therefore, there may be other contributing factors to the shades breaking.
  
  Our policies are transparent in their commitment to a limited lifetime warranty, which may entail associated costs. Regarding your specific situation, it's important to mention that our refund policy clearly states a 60-day window from the date of delivery to be eligible for a full refund. The purchase of your order in June 2020 falls well outside this timeframe.
  
  In light of the above, the best resolution we can offer at this time is a refund of half the amount you paid, which totals $304.53. To facilitate this, we kindly request that you reply to one of the previous emails we have sent you with the correct mailing address for the check. This ensures that the refund is sent to the accurate location.
  
  However, it's imperative to clarify that no further warranties will be extended to your order should you choose to accept this refund. If you opt not to receive the refund, your warranty will remain in effect, but please be aware that you will be responsible for any associated shipping costs.
  
  We value your decision and kindly ask you to inform us of your preference in this matter. Your satisfaction is important to us, and we are committed to resolving this issue to your satisfaction.

• Initial Complaint

  12/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered and paid for 5 blinds and never received them. 25 days later and they have not dven shipped my order. I want to cancel it

  Business response

  01/13/2023

  We do sincerely apologize for the delay with Ms.******* order. We make every effort to ship orders out in a timely manner during big sales and the holidays, but some times due to component delays or shipping delays orders will take longer. We do however see that the order is being delivered today 1/13/23 and will be reaching out to the customer about any further concerns with the order. We do apologize for all the inconvenience and will be reaching out via email to make sure the delivery happened and that the customer is happy with their order. 

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered 1 blind from Blindster on June6,2022, it’s now June 28,2022 and I haven’t received the blind. I have been told numerous times in the past month that it was being shipped, was even told I was upgraded to 2 day air through Fedex. The blind to this date has never been picked up by Fedex! It’s still in there building in California. They refuse to answer me now when I contact them. I really wanted the blind but I will accept a full refund so I can go elsewhere to purchase one and receive in a timely manner.

  Business response

  10/06/2022

  We do Sincerely apologize for the delay that took place on this order. We understand your concern and did everything we could to insure the item arrived in a timely manner, unfortunately there was a delay do to the demand at FedEx.  We do show that this blind was delivered on 7/1 if this is not the case please let us know. Otherwise a refund has been issued to you for the inconvenience. Again we do apologize for all the inconvenience that this has caused. 

  Customer response

  10/27/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Placed a large order and they sent wrong color and wrong size. Suggested for larger openings that we order two rather than one. It does not work. No response from company after calling and messaging. Once they get your money, forget about any problems. I should have read BBB reviews prior to ordering.

• Initial Complaint

  03/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This is in regards to PO#*******- WO# *******. Initially reached out to Blindster on 2/12/2022 as we needed to get 3 blinds re-made and were speaking to Blindster CSR Jessica to get the remakes processed. They requested approval to charge our card, confirm the specs, and confirm shipping address. We approved and confirmed all requested info. No response from Blindster. Followed up on 3/11/2022 for a status update on our remakes. No word from Blindster. It has been over a month since we initially requested a remake of our blinds. Very disappointed in the lack of service thus far.

  Business response

  05/25/2022

  We do apologize for the inconvenience we have caused our customer. We are behind on several emails and production as well due to supply chain issues are also behind. Customers order for remakes was placed free of charge as discussed with the customer on march 28th. The remakes have since then shipped and the customer has received the remakes to our knowledge on 4/11. Again we do apologize for all the inconvenience.  

• Initial Complaint

  02/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased blinds on Feb 16. Received blinds, were made to incorrect size. Emailed company with pictures Jan 27th (and called). Received additional questions on Feb 4th. Sent more pictures as requested and called. On phone they indicated they "sent to production" and would be working on them the next Wednesday the 9th and would reach out if anything else came up. Feb 21 chat online - now telling me again they will send to production, no progress made.

*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. ↩