Complaints

This profile includes complaints for Select Blinds's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Select Blinds

  145 S 79th St Ste 85 Chandler, AZ 85226-1742

  
• 

  Select Blinds

  7420 S Kyrene Rd Ste 119 Tempe, AZ 85283-4610

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/29/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Selectblinds was originally referred to me by a close friend and the first order I placed, I was actually pretty happy with. The blinds went up well and did their job, but I soon noticed how poor quality some of the parts were made. I ended up placing many more orders for all the rooms of the house, but the real problem came up when I had to contact customer service for an expensive motorized panel. The panel repeatedly tries to open further than is possible, which means the limits need to be programmed. Programming limits is a simple process that I've been able to do on every other set of motorized blinds I've purchased.I reached out to support because none of the directions actually included steps for programming limits and these say they are pre-programmed at the factory. The first set of instructions I was provided was for a completely different set of blinds and were incorrect. Not only did the steps not work, it completely factory reset the blinds and I couldn't even use the remote. The support rep was completely lost and started to suggest there was an issue with the motor and it needed to be replaced.I was able to figure out a way to re-pair the remote and move past it, but then they sent me another set of instructions, for another completely different set of shades that didn't match mine. Those steps didn't work, either. So I contacted them again and they finally sent me the correct instructions for the shades, but the instructions do not have a way to program limits, it's not possible on these. But the customer service rep kept ignoring the fact that it didn't include those instructions and told me to set the limits. It's just not possible with these shades.I'm shocked by the incompetence of customer service, but more importantly I've seen how poor quality all the blinds are. It really opened my eyes to how much better product I could have received if I went with a more reputable vendor.

  

  Business Response

  Date: 02/06/2023

  This isn't the experience we want you to have.   Our motorization experts will be reaching out to help you resolve this claim.  Limits are pre-set at the production facility and they should last as long as you own the shade. We'll help you fix this.

• Initial Complaint

  Date:01/18/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered 7 sets of dual/zebra shades from Select Blinds on 11/25/2022 and they were delivered 12/8/2022 Order number *******. When we had them installed, we received a call from our installer advising us that the blinds were all ***** inches too long This made no sense because we had purchased a total of 21 blinds previously from Select Blinds during 2022 and they were all cut to the exact length. Upon advising Select Blinds of the error, they asked for a series of pictures. Then they responded that the blinds were "supposed to be cut longer that what we ordered". Then on January 14 they back tracked and said the previous representative confused roller blinds with Dual/Zebra shades and the latter should have been cut to length. Then on January 18 they back tracked again, and advised that the blinds should have been cut too long and were therefore properly manufactured. My main issue is that my first 21 blinds were great, fit nicely, and customer service was responsive. Now, ********************** HAS SWITCHED TO A TOTALLY DIGITAL SERVICE, so you cannot get one point of contact to discuss a problem and seek a resolution to the problem. Rather, you receive canned responses for someone or something In the meantime, I have 21 blinds that I love, and 7 blinds that are too long, with a company that will not remedy their error.

  

  Business Response

  Date: 01/26/2023

  You ordered different products this time compared to what was ordered in 2021.  Each item has its own specifications and exactly how they should be made to operate properly.  We add extra material to the tube of the shade so when it is fully lowered, you don't see the metal and so the fabric stays attached to the tube (tall heights make it pretty heavy). We provide bead stops for the chain so you never lower past the ordered height.  Please contact our customer service team if we can do anything else to help you. 

  Customer Answer

  Date: 01/26/2023

  The Shades ordered and received do not include bead stops and I have advised them of that.  Their story relating to the manufacture of the blinds changes with every representative we've communicated with.

  

  Business Response

  Date: 01/31/2023

  Sorry for the confusion you're experiencing. The feature of extra fabric on the roller tube is a benefit to have, not a defect. Please work with our management team directly if we can help you with any issues that come up.

  Customer Answer

  Date: 02/01/2023

  The Companys explanation of making the blinds too long, whether or not bead stops should have been included, etc., all seem to change depending on who at Select Blinds is answering the complaint. Select Blinds did offer to provide bead stops, but we will see whether they follow through on that.  The last communication they had with the BBB was that length was controlled by bead stops. My last communication with them was just the opposite- again. 

• Initial Complaint

  Date:01/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order for 12 blinds on 12/10/2022, order #*******, total $2,700. Blinds arrived on 1/10/2023 & 1/11/2023. 9 of the blinds were one style, a click/lock style, all 9 work and look great. 3 blinds were the same coloring/type however they were to raise/lower with tension cords on each side of the blind. I worked with a Design Consultant PRIOR to ordering. The problem is these 3 cord operated blinds are 24 in height and are an inside mount blind. The cord/tensioner is 26 in length therefore the cord is longer than the opening of the window. To mount these properly the cord would need mounted on the face/front of the window casing trim, to apply tension. This is absolutely not acceptable. Ive been in contact with **************** several times and their only solutions at this point are - 1) mount these anywhere you want to get tension, 2) get a 12 shorter cord sent to us for us to take these blinds apart and somehow replace with a shorter cord and in doing so will negate the warranty they say (didnt pay $549 for these blinds for us to rework their mistake and negate a warranty or 3) replace with the click/lock style at a cost of $371. I have been told no refund. This ****% is the companys fault. The first person I spoke with on the phone, he acknowledged the cords were too long upon seeing the picture. I have reviewed their site multiple times and there is nothing regarding the minimum length of the continuous cord. The photos/depictions shown in the directions show the tensioner mounted inside the casing several inches from the bottom sill. Full refund for these 3 blinds is $549. My final email stated I would be submitting a BBB complaint. Absolutely horrible customer service resolution (or lack thereof). This is in no way an error on my end. Again I spoke with a Design Consultant prior to ordering. Not one word was mentioned the cord would be longer than the window!!!!

  

  Business Response

  Date: 01/20/2023

  It sounds like the product was made outside of specifications.  Our management team has reached out to you in the hopes we can provide a solution that meets your needs.  We humbly apologize for the experience you've had.

  Customer Answer

  Date: 01/21/2023

  
  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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  Date:01/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased window treatments for our new house in August 2017 and paid for a 5 year extended warranty. One of the window treatments (a blackout shade) had an equipment failure, as the nylon cord broke. A warranty claim was submitted in August 2022 and Select blinds shipped a replacement nylon cord and clutch mechanism. The replacement was installed, but also failed in December 2022, 4 months after it was replaced. Contact was made for the second time on January 5th. It was clear to us that despite the cord breaking, that the issue was possibly within the shade itself. Contact was made to Select Blinds once again requesting warranty service, and were told that since the warranty expired in August 2022, they were no longer offering any remedy. We feel that the initial repair failed to bring the shade back to a fully functional product, and because the initial claim was filed during the warranty period, that they should replace the shade, or refund the original amount we paid. The warranty itself stated that if the shade fails to raise or lower, they would remake the shade. They did not do that, they just send us a new cord.

  

  Business Response

  Date: 01/16/2023

  This isn't the experience we want you to have in our warranty claims process. Our management team will reach out to better understand the circumstances and will help make things right. 

  Customer Answer

  Date: 01/16/2023

  
  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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:01/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 4 cordless cellular shades on 1/20/15 with a lifetime warranty. 3 are functioning, however 1 week ago, one failed and the cord snapped. Not loosened, not stretched, but snapped completely. Their warranty was not lifetime, and they will not even offer a repair for the product. Obviously, there was a defect in this one shade. I offered to fix it myself if it could be done. They gave me no alternatives other than repurchasing shades at whatever sale is happening now. Their lifetime warranty- which they no longer offer, but is still posted on some pages of their website, was misleading as it is as long as we carry the product so changing their products slightly every 6 months would make it obsolete. I would like a repair of the shade that is broken, or a replacement of all four shades (they are in the same room) at the repair costs stated in their warranty.

  

  Business Response

  Date: 01/09/2023

  Please make sure to read the policy as it was written in 2015 in it's entirety: "This warranty does not cover normal wear and tear or any damage or loss caused by abuse or misuse or improper installation. All materials can lose original intensity after long exposure to the sun.  All cords will eventually wear out. We consider these things normal wear and tear not covered by this warranty."  Our management team will be reaching out to help you resolve this.  

  Customer Answer

  Date: 01/09/2023

  *****************************************************************************************************

  Parts Replaceable parts include but are not limited to valance clips, cord locks, tilter mechanisms, cord cleats, bottom rail plugs, equalizers, cord cleats, and tensioners.
  Up to 3 years: parts will be mailed standard ground shipping at no charge.
  After 3 years: $5 charge for parts, this includes standard ground shipping.

  Restrings Up to 3 years: Selectblinds will restring the product at no charge. Shipping charge is the responsibility of the customer.
  After 3 years: $20 charge for restrings. Shipping charge is the responsibility of the customer.

  For How Long
  For most products the warranty coverage will be for as long as you the original buyer at retail owns the products. Any implied warranties which you may have are in duration to the time during which you, as the original buyer at retail own our products. Some states do not allow limitations on how long an implied warranty lasts. 

  I believe ************* does not allow limitations on implied warranty. In your own policy you include tensioners (in parts) and restrings. Now you will not offer the parts or the service. Also, this is not a case of the tensioner failing, the internal cord snapped. 

  

  Business Response

  Date: 01/13/2023

  We have not received any response from you regarding our resolution attempts. Please reach back out to our management team and we look forward to helping you!

• Initial Complaint

  Date:01/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Custom blinds, all incorrect size and damaged. Damage was not due to packaging as it was in great shape. **************** has been avoiding taking action. I am dissastisfied with the product and business. I just want to give them their product back and get my money back. $1,108.46

  

  Business Response

  Date: 01/09/2023

  We're sorry that your items arrived in less than perfect condition. All we need is a photo of the damage and a full refund can be issued. Our management team will be reaching out to help resolve this to your satisfaction.

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered (*******) 6 custom blinds on 11/23/22 and recently received them a few days ago. I hired a contractor to install them today and when we opened the box to our surprise the blinds are all the wrong color. I ordered Ebony Grain. On every blind option on their website they advertises Ebony Grain as a black blind in pictures and there are a lot of pictures. These blinds came in a chocolate dark brown. It isn't remotely close to black. The packing slip even states CHAR BROW. What is that? Nothing says ***********. There are no labels on the box blind packaging. They gave me the wrong color and I want my money back ($759.96)or the correct color. I called their company and you can not verbally speak with anyone. It's either text, chat or email and the person I texted with was not helpful at all. I also included a comparison photo of my black curtain rod next to their brown blind.

  

  Business Response

  Date: 01/03/2023

  Please make sure to order the free samples of the product prior to placing your custom-made order. This is not a black blind, this is a dark brown.  Our management team has reached out to you in the hopes we can help you resolve this. 

  Customer Answer

  Date: 01/03/2023

  This blind is portrayed as a BLACK in color on your website! The blinds that were sent were brown and no where close to black. They weren't even close to ********* ********** reached out and did absolutely nothing. There wasn't any customer service provided to make things right. ********** had the audacity to offer me a discount on a future purchase. Why would I buy anything else when I was sent the wrong color and you all refuse to make it right. Even the packing slip had a DIFFERENT color listed than my order

  

  Business Response

  Date: 01/04/2023

  Computer monitors are one way of looking at it (keep in mind resolution, brightness, etc will affect it) but the free samples we provide will show you exactly what it looks like in your home and in your lighting conditions.  We see the samples weren't ordered and have made fair offers to help get you into a different color that *** better suit your needs. The custom-made blinds were made to specifications as you ordered them and we apologize that you're not happy with them. Please work with our management team if you change your mind on the resolution.

  Customer Answer

  Date: 01/12/2023

  The ONLY resolution is a refund. The blinds came with a packing slip that had a DIFFERENT COLOR written on that. This is NOT what I ordered. To offer a customer a discount on a future order is  asanine. Why would a customer want to reorder when their first order was wrong. 

• Initial Complaint

  Date:12/20/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 6 shades for $619 on 11/26/22 on order #******* I got an immediate confirmation with an estimated ship date of 12/922. On 12/6, I went online and saw that the ship date was still 12/9. On 12/16/22, the blinds had yet to arrive, and I had NOT received any communication since 11/26. I went online to check the order status, and it was in production with a ship date of 12/26. I had to have the blinds for 3 guest rooms for guests arriving 12/21. I did a chat trying to cancel the order as I had to buy cut-to-fit off-the-shelf blinds. I was told I could NOT cancel because they were in production, and I was offered a 5-year warranty-something of no value to me and no expense to them. I received an email on 12/17 that theyd shipped with an arrival date of 12/23. On 12/19, I went on the ***** website, and the status was still label created, and ***** didnt have the package yet, which I confirmed with *****. I contacted customer service via chat, and the *** said they had shipped (not true). I asked for compensation because now I have to buy blinds for three guest rooms and I got a no. I asked if they could expedite the shipping and was told it was $29/blind. That, too, was unacceptable, and I guess that meant that they were aware that the blinds had NOT shipped if she could still offer expedited shipping. I was told because of the discounted (Black Friday) pricing I received, they would not pay for the expedited shipping. I then asked to be compensated for the $280ish dollars that six blinds would cost. She said no, due to the discounts I received. I then asked for a refund, but she refused because they cant resell them. She informed me that was all she could do, which was nothing. The *** apologized for the inconvenience but made NO attempt to rectify the situation, was dishonest and essentially put the onus on me for not trying to cancel earlier and offered no compensation.

  

  Business Response

  Date: 12/26/2022

  Your shades shipped 12/17 via ***** and a tracking number was sent to you. We apologize for the delays you experienced in production and we've done all we can to keep you informed during the process. We hope you enjoy your new shades and they will be backed by our multi-year warranty if future issues arise.  Have a happy New Year!

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered Outside Mount Blackout Roller Blinds from SelectBlinds.Com for ~$1,000. Carefully read measurement instructions including specifically the following: "Instructions for Outside Mounted Roller Shades. Since outside mounted window coverings cover the entire window opening and the window frame, there are some additions you will need to make to order the proper size. We will only make your product to the dimensions you specify, with no additions made... Measuring the width... When measuring the windows width, take the measurement at the top of the window frame.Youll use that measurement and add the recommended minimum of 4 inches. This will ensure the window is properly covered. Now you have the perfect width and youre ready to order."As directed, measured the "window's width" "at the top" of the window frame. Added 4 inches. Obtained shade width of 40". Ordered 5 shades. Received 5 shades with widths varying from 38" to 39". They are too narrow to be effective as blackout shades. Also ordered 2 larger shades and had same problem. Attempted to file warranty claim for "defective product" (i.e., too narrow and not in line with customer order). The warranty was promptly rejected by SelectBlinds.com, as they said we needed to include the "roller tube" (but why would we need to include the roller tube, that is not part of the shad that provides blackout coverage??). Contacted customer service and after a lengthy chat they said that we'd incorrectly measured our window because we hadn't included the "window frame" in our measurement "per the instructions" (if the instructions had required us to measure the window and window frame, they should have clearly stated so; instead they say "what" to measure, i.e., the "window's width", and "where to measure it, i.e., "at the top"). Instruction video on website also ambiguous, at best. Was offered a discount on future orders -- no thanks!

  

  Business Response

  Date: 12/26/2022

  The size you order is the size you receive of the entire shade, not just the fabric. The headrail is bigger which is why 4" is recommended to be added to provide extra coverage. If you need to add more than this, it is certainly an option and it seems like the sizes you received are not what you expected.  Our management team has reached out to try to help you with this situation. Please reply back to us and we look forward to rectifying the situation.

• Initial Complaint

  Date:12/19/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on SelectBlinds.com on 11/29/2022. I've spent $1,322.42 on blinds for 14 items. My order number is 8847721.The estimated shipping date was 12/14/2022. It was pushed back to 12/21/2022. Now, it's been pushed back again to 1/12/2023. Based on the order receipt, SelectBlinds.com has promised a 3-7 days for production and 3-5 business days for delivery. It's been 13 business days after the order date without any kind of finishing production and no shipping notification. I've contacted customer service at least twice in order to find out why any backordered products were still able to be purchased but then not fulfilled. I was promised an answer by the customer service representative once they contact the production facility. There was no such answer. Now, I can't contact customer service to even request any refund. SelectBlinds.com has received $1322.42 from me and I still don't have any blinds that I ordered back in November. I would like to request a refund, for the company to actually ship any other blinds that are in stock, and to have no backordered products able to be purchased on their website.

  

  Business Response

  Date: 12/26/2022

  Please accept our apologies for the production delays you've experienced with your order. The holiday season has resulted in longer production times and we've done our best to keep you updated on the progress of your order. It has been cancelled as you've requested and we hope to provide a better experience for you in the future.

  Customer Answer

  Date: 12/26/2022

  
  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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************