Complaints

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased the pirouette blinds around December 2022 and we were given a rebate form which my partner filled out and submitted. We haven't received the rebate to date and we have called a couple of times to follow-up. We are owed $1,050 in rebates and we are very disappointed to not have received this nor to have received communication from the company regarding it.We spent a significant amount of money and bought during a promotion where we were to receive $100 rebate per blind up to 2 blinds and $50 rebate per blind after the 2.

  

  Business response

  05/15/2024

  Our consumer affairs department has reached to the consumer to solve this issue. Thank you,

  Customer response

  05/21/2024

   
  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

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am submitting this complaint to express my dissatisfaction with the warranty and repair/replacement process provided by Hunter Douglas. While I appreciate that they honored their limited lifetime warranty policy for repairs, I encountered significant challenges when seeking a replacement for my rear tilt shutters. The replacement only became necessary because Hunter Douglas discontinued producing the 'rear tilt' plantation shutters we purchased in 2017. Here are the details of my experience:Repair Process:On two previous occasions, I utilized Hunter Douglas warranty for repairs without any issues. They promptly addressed the repair needs without requesting additional information such as photos or a statement regarding the cause of damage. This straightforward process aligned with their warranty contract, which explicitly states that repairs and/or replacements will be made with similar parts or products. Hunter Douglas provided new slats and the pins/bars needed for the repair and sent these items with an installer for immediate repair. Replacement Request:Recently, I needed another repair for my rear tilt plantation shutters. The shutters needed the repair for the same reasons the previous repairs were needed- the pins and bars pop out of the slats with normal use. However, the repair process became markedly different.Hunter Douglas requested photos of the shutters and a statement explaining the need for repair. This sudden change in requirements was confusing, especially considering our prior experiences with repairs.We complied with their requests and provided the necessary information. We were also made aware, at this point, that our rear tilt shutters were no longer being produced and replacements would be required since they couldn't produce the slats and pins/bars.Denial of Replacement:Despite our efforts, Hunter Douglas denied our request for repair/replacement. We appealed their decision but were told again that 'management' will not provide the necessary replacements. This denial contradicts their warranty contract, which explicitly promises repairs and/or replacements using similar parts or products."The inconsistency between the repair and replacement processes has left us frustrated and disappointed.Desired Resolution: I kindly request that Hunter Douglas reevaluate our repair/replacement request in alignment with their warranty terms. As a loyal customer, I believe we deserve fair treatment and adherence to the warranty provisions.Conclusion: While repairs seem to be honored under the limited lifetime warranty, the same cannot be said for replacements. I urge Hunter Douglas to uphold their commitment to customer satisfaction by ensuring consistent and transparent processes for both repairs and replacements.Thank you for your attention to this matter. I trust that the Better Business Bureau will help facilitate a resolution that benefits all parties involved.Sincerely,*************************************

  

  Business response

  03/27/2024

  We will evaluate this claim and work the consumer's original dealer to help resolve the issue.

  Customer response

  03/28/2024

   
  Complaint: 21478747
  
  I am rejecting this response because:

  I do appreciate your prompt response to my initial inquiry regarding the warranty denial for my plantation shutters. I also appreciate your willingness to evaluate the claim to resolve the issue.
  However, I am rejecting this response because it states Hunter Douglas will work with our original dealer to resolve the issue which is another step that wasn't required in prior warranty coverage. 

  The two prior warranty claims, that were approved expeditiously by Hunter Douglas, did not require additional information regarding how the shutters became inoperable, photos of the inoperable shutters, or contacting the 'original dealer to resolve the issue.'  The additional measures to evaluate the warranty claim are now being implemented by Hunter Douglas given that repairing the shutters isn't possible.  Replacing the shutters only became necessary because Hunter Douglas no longer produces the 'rear tilt' shutter. 

  The limited lifetime warranty contract from Hunter Douglas does not contain any language that differentiates between the claim process for repairs or replacements.  The warranty simply states, "Repairs and/or replacements will be made with like or similar parts or products."     

  I kindly request that Hunter Douglas reconsider their decision and honor the warranty commitment. As per the warranty terms, repairs and replacements should be made with like or similar parts or products, without any differentiation between the two.

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

  

  Business response

  04/16/2024

  I see that there was a case open with Hunter Douglas and CDI where your claim was denied. I have reopened the case will review it again. Please give us five days to respond.

  Customer response

  04/23/2024

   
  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.  *********** handling the warranty repair reached out and said the repair would be made under the limited lifetime warranty issued with the contract.
  

  I also wanted to express my sincere gratitude for Hunter Douglas accepting my warranty request through this process. Hunter Douglas's prompt attention to my issue is greatly appreciated.
  As a customer, I value transparency and trust in business relationships. Hunter Douglas's commitment to resolving my warranty claim demonstrates their dedication to customer satisfaction. I look forward to a positive resolution and a continued positive experience with Hunter Douglas.
  If there are any additional steps or information needed from my end, please dont hesitate to reach out. I am eager to work together to ensure a smooth process.
  Thank you once again for your professionalism and responsiveness.
  Best regards,
  *************************************

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our ** shade mechanism broke not allowing the shade to be raised, 3rd time with this shade. The window opening is approximately 93"x57". This happened sometime early Dec, 22. We contacted the local ** authorized dealer (45 miles away) and ****** (employee for ***************, **********, **) helped ** send in the shade to **. We picked it up on 12-26-22, we installed the shade and found out it was to short, the shade had been cut. The mechanism was repaired, but the shade was shorter. We contacted the local dealer on 1-16-23 to explain the problem and she contacted ** that the shade was cut. She contacted them again on 1-30-23, ** has not contacted her. ****** emailed ** on 2-15-23 and as of 2-20-23 she was still waiting for a response. On 2-23-23 she emailed ** support asking why a restring had the shade cut off, no one asked to have the shade cut. The invoice # is *********. The local ** dealer even sent out their installer to see what he could do, He said the shade had been cut and extended it as much as he could and it is still 2-3 " short. Someone standing outside our house can now look into our house. This shade is in our living room. I was told on 3-6-23 from ****** at the local dealer that she was told that it was not the fault of **. On 3-15-23 the Rep told ****** she was escalating the problem. Since then I have contacted ****** 13 times from 4-4-23 thru 2-19-24 and found out nothing, ** denies they cut off the shade. ****** was getting nowhere with the help of the **** ** continued to say it was not their fault. Who cut the shade the ***** man? On 1-2-24 I was told by ****** that her rep said they would take 30% off a new shade with an estimated cost of $1,500. Also the fabric our shade is made out of is discontinued and we also have another shade in the room that would not match if we replaced it. ****** was aware of this problem. We paid ** $110.00 to ruin our shade when we only asked for the mechanism to be repaired. ** is dodging the problem!!!!

  

  Business response

  03/11/2024

  We will work with the dealer and get this resolved for the consumer.

  Customer response

  03/13/2024

   
  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

  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. 

*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. ↩