Complaints

• 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.
  
  **********************************************

• Initial Complaint

  04/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased four motorized honeycomb blinds for the skylights of my apartment 4 years ago costing about $6,5000 , and they are supposed to have 7 years warranty. On April 15, one of the blinds detached from the frame, I visited Interior Motif, who is the vendor from which I purchased the blinds and performed the installation; and Interior Motif refused to provide service to the blinds they installed, alleging that they dont do installation anymore and that now they only sale Hunter Douglas, and gave me a number of an independent contractor ****** phone ************ I called ***** and showed him a video of the blind, and he said that repair is not in warranty and will be very expensive. Then I called Hunter Douglas explaining the above, and they asked to call another of their vendors in NJ and provided a list of 3 vendors in my area, non of the vendors wants to make the repair. I have wasted hours trying to get my blind repaired, which is supposed to be covered by the warranty, and it looks like none of Hunter Douglas's vendors in NJ/NYC is willing to perform the repair because they did not do the original sale and installation. I need Hunter Douglas to honor their warranty and assign a vendor and pay for the repair ASAP. Before their negligence to honor the warranty causes economic losses.

  

  Business response

  04/25/2022

  We will work with the consumer to assist with the repair of his shade per the terms of our warranty. 

  Customer response

  04/25/2022

   
  Complaint: 17103344
  
  I am rejecting this response because: I still have not received a response on whether Hunter Douglas will make the repairs or even send a service representative. 
  
  Sincerely,
  
  ***************************

  

  Business response

  04/27/2022

  I have communicated with the consumer and the dealer about next steps for warranty inspection. I've also gone over the warranty guidelines and that dealer/installation charges are not covered. 

  Customer response

  04/27/2022

   
  Complaint: 17103344
  
  I am rejecting this response because: the blinds are under warranty and I have not yet received a response Hunter Douglas on whether the blinds will be replaced.
  
  Sincerely,
  
  ***************************

  

  Business response

  05/03/2022

  On 4/29/2022 I received an email communication from the consumer understanding that the shade is being remade under the terms of the warranty. That remake is already in production. The warranty doesn't cover installation charges. 

  Customer response

  05/03/2022

   
  Complaint: 17103344
  
  I am rejecting this response because: I am still waiting for the blind being properly manufactured and installed, I will close the complaint once the repair is made. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When we had our home built in 2018 we spent $9k on window coverings from Hunter Douglas, installed by Tinas Home Designs. 11 windows have the New Hybrid Shutters which contain a total of 26 panels. 9 of the panels have random bubbling which we believe are defective panels that we would like replaced. Weve owned Hunter Douglas window coverings before and have never had any issues. I first contacted Hunter Douglas customer service on February 3, 20**. **** Hunter Douglas Consumer Support Specialist, asked me to forward pictures which I did. Since then I havent heard anything from them and I havent been able to get them to respond to phone calls, emails, chat or messages on their website Help link when asking for an update on the case.When I spoke with *** on February 3, 20** she assigned a case #**A5641957. On February 23rd, 10 days later, I hadnt heard anything so I tried calling for an update. They were having audio issues which made it muffled when the consumer support person was trying to talk. There was a recording when I first called that said they were experiencing audio problems and were working on them. I hung up and attempted to contact them by chat to get an update and I was disconnected after a few minutes while I was holding for a representative to come on the line. I sent an email to ********************************** No response. On 3/10/** I sent a message on their website Help link asking for an update and I was given another case #**A5751856 and still no response.*************************** with ***************** was the sales/installer who did an excellent job measuring and installing the products. He said he would complete the labor portion of the replacement at no cost because he would just like us to be happy. On February 23rd I emailed him to find out if he had heard from Hunter Douglas and he had not.I am attaching 1 picture as an example of the problem.

  

  Business response

  04/07/2022

  We will work with the dealer to have them properly submit the warranty claim.

  Customer response

  04/18/2022

  Hunter Douglas has said they are working with the retailer to have them file a claim. ****************** has contacted us and said they are filing a claim on our behalf. There has not been a resolution from Hunter Douglas to correct the defective panels as of today, 04/18/2022.
  This complaint is solely against Hunter Douglas not ******************.
  
  Thank you,
  ***********************
  

  

  Business response

  04/22/2022

  Hunter Douglas shutter experts and engineers inspect the shutters with the pictures provided and this has been deemed a non-warranty issue. For more information regarding the Hunter Douglas Warranty please visit www.hunterdouglas.com/warranty 

  Customer response

  05/02/2022

   
  Complaint: 16992063
  
  I am rejecting this response because: We believe the shutters are defective. The only area of the panel that touches the window casing, or even comes near the window casing, is the plastic foot. There is a s**** that attaches the plastic foot. The s**** hole can allow moisture to wick into the wood through the middle of the plastic foot. Its a defective design. 
  
  Sincerely,
  
  ***********************

  Customer response

  05/07/2022

  Hunter Douglas response attached.

*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. ↩