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Business Profile

Producers

Hunter Douglas, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Hunter Douglas, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Hunter Douglas, Inc. has 9 locations, listed below.

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    Customer Complaints Summary

    • 41 total complaints in the last 3 years.
    • 16 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/12/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 blinds in February. I still don't have my blinds. they keep telling the vendor I used they are delayed with no further explanation. How can this be? I want my window treatments.

      Business Response

      Date: 12/13/2022

      We understand that there have been multiple delays on this order, and we sincerely apologize for the inconvenience. Unprecedented demand, worldwide supply chain challenges, and logistics constraints significantly impact our operations. Suppliers of raw materials have struggled to maintain consistent delivery schedules, and all shipping carriers are underperforming due to volume and labor shortages. Ultimately, this requires our production facilities to update ship dates and communicate delays or out-of-stock notifications. We sincerely apologize for the delays on your order and do everything possible to expedite production. Our team will continue to communicate status updates to your Hunter Douglas Dealer, although they are our best estimate at this time.

      Customer Answer

      Date: 12/13/2022

       
      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

      Date:11/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchased silhouette blinds in late 2016, early 2017 at a cost of $10,000 plus other blinds. The supplier was recommended by a friend but it was an hour from my home. She agreed that she sells and installs this far away from her business. After an initial problem with installation, I was very happy with my blinds. The batteries have to be changed every two years, and the installer for her business has told me it would cost about $200 to do this but he wouldnt come this far anyway, creating a problem for me because I couldnt find anyone else to do it. Finally I asked young window washers who were washing my windows to change them for me. They washed the windows and changed the batteries for a total of $50. Had another problem removing the blinds and was told someone would help me with this when hes in the area for $150. Your **************** ***** and any service required costs exorbitantly. I now need a repair and feel I have to live with it due to nowhere to turn and the high cost whenever I need anything. I will never purchase Hunter Douglas blinds again and am telling everyone I know my experience. A big F to HD,

      Business Response

      Date: 11/21/2022

      We apologize that the local dealers/installers aren't able to assist you with your product. Below is a link to our website that will provide you with a list of local dealers in your area. Please contact them directly for assistance with repairs or service. As the manufacturer we don't provide service directly. 

      https://www.hunterdouglas.com/locator/results?address=L0K%201B0&country=CA

       

      https://help.hunterdouglas.com/s/article/Lifetime-Limited-Warranty

    • Initial Complaint

      Date:10/25/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 have contacted Hunter Douglas multiple times regarding a wood blind install The installer who i also have filed a complaint with is a Hunter Douglas representative according to his business sign The blinds were installed incorrectly mostly because of inaccurate measurements The blinds are breaking because of the issue Hunter Douglas has refused to honor the lifetime warranty

      Business Response

      Date: 10/26/2022

      Hunter Douglas does not cover product challenges that are caused by mismeasurement or installation issues. Please work with a local Hunter Douglas dealer to either send the blinds in for repair, or to purchase new if a repair is not an options. 

      https://www.hunterdouglas.com/locator/results?address=********************

       

      Please visit the link below to look at the terms and conditions of our warranty. 

      https://help.hunterdouglas.com/s/article/Lifetime-Limited-Warranty

    • Initial Complaint

      Date:10/04/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchased several Hunter Douglas on September 18 2020. An electronic skylight shade was installed and split in half, making it unusable. In July 2022 I called Hunter Douglas and spoke with a nice woman who said call the person who sold you the shade and it would be covered under warranty, This woman has since discontinued her business. In July, they told me they had record of the sale and the woman who sold me it as well as other shades. In August, I called back to let them know that this woman is no longer in business and I spoke with ******. She reaffirmed that she saw the original call and provided the name of another local business called, "***********," in *******, *************. ****** said she would email *********** with the information and I could call them in one hour. I called this company and they did not have email. They said they would get back to me. In September, I called Home Trends again and they did not have any record of their email nor did I and I was told I would be copied on it. HD making this process as difficult as possible and that they may be trying to back off the original 2 calls -covered by warranty. Lynsays case number is 22A6183232. These sky light shades are suppose to be warrantied for life of shade and mine delaminated within 2 years. On 10/3/22 I did a chat with HD and was told that delamination was typically seen within **** yrs. Mine less than 2 years. On 10/4/22 I called HD and requested ****** to call back. She said that she didn't say it was warrantied and that *********** in ******* doesn't do home repairs. What? Why did she send me there and lie about the emails and give me the run around? Today she said I would have to personally take down electronic shade professionally installed and bring it in. Or, I could pay for a new company out of **********, ** (***************************************) which is 45 min away. She said I would pay for them to confirm it delaminated. I offered to send pics. No go. Unacceptable response for warranty

      Business Response

      Date: 10/04/2022

      We will be working with the consumer to come to a solution under the terms and conditions of the warranty. 

      Customer Answer

      Date: 10/04/2022

       
      Complaint: 18164744

      I am rejecting this response because:

       

      This is not a solution. I was told by two separate employees that it was covered by lifetime warranty and what would negate warranty would be if intentional damage or something of the like. 

      This skylight shade was purchased specifically for a sky light. There was no intentional damage. It delaminated in less than 2 years.  It is an electronic shade and has never been removed. It delaminated on its own. 

      Recently, Hunter Douglas changed their tune to say, "I had to pay a HD dealer to come to my house to inspect the shade.  When I told them I could provide photos

      and why would I want to pay someone to come see it when I have photos of it clearly shows delamination, I was told that I needed to pay someone. They also told me they would not pay for replacement of this defective shade. This is not a lifetime warranty. 


      Sincerely,

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

      Customer Answer

      Date: 10/19/2022

      BBB did not resolve the issue and did nothing to understand the issue. It is nothing more than a farce. 

      Business Response

      Date: 10/24/2022

      We have requested a proof of purchase or order number to locate the shades. We have been unable to find the order information with the information that has been provided. Once we have the proof of purchase we should be able to locate the order number and move forward. 

       

    • Initial Complaint

      Date:09/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 bought blinds from Hunter Douglas through ******* We have 1 hallway blind and 8 windows in 3 bedrooms with blackout blinds. We never got to see or try any blinds in person. When we ordered them the person came to our home, measured rough estimates to give a quote and then we could choose in a book which blinds. We used her judgement on which to choose based on which would be the most blackout around the windows. After paying she said someone would come to properly measure for them but they never did and instead we just got an email that they are being made and then that they are ready for install. For custom blinds they arent even fitted to our windows, there are gaps beside the blinds letting in light, they dont hold themselves all the way down (they bounce back up leaving 1-2 inches open at the bottom), theyre too light and not weighted to hold the blind in place and to top it off theyre ugly. For $4360 I was expecting to be 100% satisfied (they advertise satisfaction guaranteed). But sadly the companys customer service is lacking. They said they can send someone to remeasure but the sizing doesnt fix all the other problems too. I asked to speak with a manager and they will call me in the next 2 days theres no one I can speak with now. Im disappointed with Hunter Douglas but also ******* I could have done a better job with cut to size non-custom blinds. Such a waste of money, for crappy products.

      Business Response

      Date: 09/29/2022

      I have created a case and sent your complaint to one of the supervisors with Customer Decorators. I have asked that someone reach out to you to discuss this further and see what options are available. 

      Customer Answer

      Date: 09/29/2022

       
      Complaint: 18141946

      I am rejecting this response because: waiting on businesses response

      Sincerely,

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

      Business Response

      Date: 10/12/2022

      We were able to locate the order information and this has been passed to CDI supervisors so they can assist the consumer.

    Hunter Douglas, Inc. is NOT a BBB Accredited Business.

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