Complaints

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• Initial Complaint

  Date:04/24/2023

  Type:Billing 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.

  Date of payment was 7.30.22 and the amount paid was $*******. I was promised high quality blinds made by a reputable company and Brilliant Blinds said they were experts and could provide quality blinds and service. When I received the blinds, they were less than quality and I returned them. They brought more samples of product and styles. I trusted them to find quality replacements. I received the replacements and was satisfied with all the blinds with exception to the living room blinds and the slider option for the glass door. The slider function was not working properly. The slider clearly was not functioning or hung proper. When I brought that to their attention, Brilliant Blinds told me the ones I asked for in the beginning were not an option. I then researched myself and found three options for what I was looking for. When I brought this up to them and asked for a refund to pursue other options, they became defensive and stated my preference did not matter. On the living room window the replacement blind was 2 separate blinds and not appropriate for the window with no adjustment option. I was surprised by such a gap between the blinds. In addition, one of the two blinds was not hanging properly. It hangs low on one side. When I addressed with Brilliant Blinds, I was accused of pulling the blind down causing the issue. This is not a matter of pulling and pushing up incorrectly. This is a quality issue. I contacted them again to resolve, and asked for my money back. But I received a text stating it is not about preference, but they were willing to replace the slider with the same exact thing that was defective and not what I clearly asked for in the beginning. Again, this is not what I asked for in the functionality which was made very clear in the beginning.

  Business Response

  Date: 04/24/2023

  At
  Brilliant Blinds, we pride ourselves on providing high-quality custom-made
  hand-woven shades that meet our customer's specific requirements.
  Unfortunately, Pam was not satisfied with her order due to frayed edges and
  imperfections on the blinds. However, we took immediate action and replaced her
  entire order free of charge to ensure that she received the highest quality
  product.
  Recently,
  Pam brought up an issue with a defective shade over her sliding glass door, and
  we offered a replacement and reminded her of our 3-year warranty. However, we
  explained that the vendors we work with do not offer a "left to
  right" open-only option that she requested. Although she agreed at the
  time, she now claims to have no knowledge of this. We even tried to find a
  vendor who could provide the option but were unsuccessful as the product is no
  longer in production due to lack of sales.
  Pam
  also expressed dissatisfaction with the cordless feature of her living room
  window shades, claiming that they rest crooked. After we passed on photos to
  the vendor, they confirmed that the shades were working correctly, and Pam
  simply needed to adjust the shade when she pulls them down. They also noted
  that she was pulling it down from one of the sides instead of the middle, which
  can cause the shade to rest at the angle of which she was pulling.
  Lastly,
  Pam was unhappy with the gap between the two shades on one headrail, but we did
  send her an image of what it would look like and mentioned there would be a gap
  in between the two. Despite our efforts to address her concerns and provide her
  with multiple options, including a replacement for the defective shade, Pam
  demanded a refund. We both agreed to part ways, we were not giving her a refund
  per the text below and she decided to work with another company moving forward.
  

  Texts:
  
  03/31/2023 Brilliant Blinds: Hey Pam,
  After
  looking into the situation further, we have determined that there are two
  possible scenarios. If the vertical blinds are found to be defective or not
  meeting our quality expectations, we are more than happy to offer a replacement
  for the product and a 3 year warranty. However, if the issue is simply a matter
  of personal preference or taste, we would be unable to offer any sort of
  refund. We apologize for any inconvenience this may cause, but we do stand
  behind our products and will always strive to make things right in any way we
  can. Regarding the issue with the sliding door shade, we acknowledged the
  problem and offered to replace it, but you declined. We understand that you
  wanted specific functionality for the slider option, but unfortunately, we were
  not able to provide it. We want to ensure that our customers are satisfied with their
  purchases, and we did our best to accommodate your requests. However, we cannot
  continue to replace blinds simply because they do not meet your preferences. We
  provided you with a whole new set of blinds, and we believe we fulfilled our
  obligations as per the agreement. We regret that you are still unhappy with the service
  provided, and we are sorry that we cannot provide you with a refund. We would
  like to assure you that we take all customer complaints seriously and will use
  your feedback to improve our services.

  
  All
  communication stopped, what we assumed like we discussed she was going a different
  route and so were we at this point.

  
  Pam
  then reached out 04/23/2023: I am hoping you truly will stand by your word to
  make it right. The blind on the front window is defective and not by me pulling
  or pushing. I originally asked for a motorized functional blind that was
  quality manufactured. I would like that replaced with what I asked for. If that
  means honeycomb material, I am open to that. The slider should be functional
  and of quality. You have been here and taken pictures of what I have. In the
  beginning we talked about me wanting quality blinds and you said you could provide
  that for me . To date, you want to replace the defective slider blinds with the
  same product. That will not work for me. In the beginning and as of late, you
  told me they did not make a left to right slider blind anymore. Contrary to
  what you said to me, I have done my own research and have found 3 vendors that
  carry exactly what I am looking for. If you cannot provide me with what I have
  asked for, I am asking for a refund of what I paid.
  
  Brilliant
  Blinds: Pam, we don't have any vendors that provide left to right. We told you
  that in the beginning. Every decision you made you were well aware of all your
  options. I told you what we can and cannot do. If that doesn't work I don't
  have any other options. The manufacturer is not willing to provide a refund
  because they don't believe there is a defect. You didn't want cellular on the
  big window in the beginning hence why we went with what we did. If you wanted a
  replacement for the slider I already advised we can do that. Anything else is
  an additional cost. We already replaced your whole house once. Thank you.
  At
  our last conversation we both agreed that we were done and you were going a
  different route. This has been a horrible experience for both of us and
  unfortunately a first for us. So like I said you know the options and that's
  it. Have a good rest of the night and let me know if you decide from any of the
  options we discussed. Thank you.
  

  Pam:
  Ramsay, why did you bring me samples of the left to right option for my slider,
  something you could not provide and why would you tell me these options are no
  longer available? Why are there limits now, when you told me you could provide
  what I wanted in the very beginning? I trusted you guys as the experts.
  

  Brilliant
  Blinds: Then I followed up with, "they no longer make other colors because
  they stopped producing it because sales were down." So, the colors were
  browns. Again, like we talked about. You knew everything. You are not
  satisfied with the decisions you made so you are hurling blame at us. I
  understand the slider is defective and needs replacement. You declined.
  

  Pam:
  It does need to be replaced but with the functionality and quality product that
  I asked for in the beginning.
  

  Brilliant
  Blinds: You're the only person out of 50-75 different installations that has no
  idea what they ordered. I can't imagine that we didn't tell you what you were
  getting. You knew, my wife had told you. Just like the space in between the
  blind in the living room. You also said you didn't know there was a gap when we
  had texted you a picture of the layout before you ordered. This is the only problem we've had, and it's been
  constant. I’m done with this I'm going to ask you to either decide what options
  I provided or to stop the communication.

  ---

  To
  sum it up, we have done everything within our capabilities to provide
  quality blinds and service to this customer. We have fulfilled her entire
  order, even replacing the blinds once because she was not satisfied with the
  quality of the blinds that she picked. We have been transparent about the
  options available and what we can and cannot do. Unfortunately, the customer is
  not satisfied with her decisions and is now blaming us for her dissatisfaction.
  We understand that the slider needs to be replaced, and we have already offered
  to do so with the same product. However, the customer wants different
  functionality and a completely different style of blind, which we cannot
  provide. We have tried to work with her, but the constant communication and
  demands have become unreasonable. 

  Customer Answer

  Date: 05/17/2023

  ** ******** ******* *** **** ****** **** ********* ****** *** *** ** **** **** ******** ** **** *** ******* *******  I spent almost $******* and the two main areas of blinds are terrible.  It is hard to accept the that the rest of the blinds account for $*******.  We are talking, a small kitchen and bathroom window, larger blind in the small bedroom and two small windows in my bedroom.  No way is this $******* worth of merchandise.  I asked for a left to right feature for my slider function at the very beginning. They kept telling me no one made what I was looking for (my neighbor heard this as well).  As stated in my first comment, I was able to find 3 vendors that offered what I was looking for. I did not receive this option and the slider blind itself does not function as the picture demonstrated sent earlier.  High-quality is nowhere near represented with this blind.  The “pay attention to detail” is lacking.  Preferences is why we hire experts. The living room blinds are not adjustable to support the gap.  But on that account alone, a high quality company that is supposed to be experts, sold me a blind that does not work on a large window.   The blind they sold me is one that is clearly meant for a window that has a “metal piece” in the middle to support the option received.   So no, I am not happy and this warrants my reasons for wanting my money back for these two windows.  I should be disappointed in what I received.  I paid Brilliant Blinds a lot of money to be the experts and help me.  The promise made to me was, “we can get anything, no worries”.  I did not get experts, quality or product that works in the main areas of my home.
  
  
  
  ReplyForward
  
  
  
  

  Business Response

  Date: 05/17/2023

  We appreciate the opportunity to address the concerns raised by Pam regarding her recent purchase from Brilliant Blinds. We have made every effort to address her dissatisfaction and provide suitable solutions to rectify any issues she encountered. We regret that she remains unsatisfied with her decision and experience.

  
  In response to Pam's specific concerns, we would like to provide a detailed account of the actions we have taken:

  
  1.) Frayed edges and imperfections: Upon learning about the frayed edges on the custom-made hand-woven bamboo shades, we immediately offered to replace her entire order at no additional cost. Furthermore, when Pam expressed her dissatisfaction with the color she had chosen, we gladly accommodated her request for a different color, ensuring that the new blinds met her specific requirements. It's important to note that in recognition of her loyalty and satisfaction, we initially provided her with a generous discount of $***** on her purchase. Hand-woven bamboo blinds are known for their artisanal craftsmanship and are typically on the higher end of the price spectrum.

  
  2.) Defective shade over the sliding glass door: We acknowledge the issue with the defective shade, and we promptly offered a replacement. We also reminded Pam that our products come with a 3-year warranty to address any manufacturing defects or malfunctions. We have made genuine efforts to assist Pam in resolving this particular issue.

  
  3.) Left-to-right sliding feature: We apologize if there was any confusion regarding the availability of a "left to right" open-only option for the slider blinds. Our team informed Pam that the vendors we work with do not offer such a feature. We explored alternative options by reaching out to external vendors, but unfortunately, we were unable to find a product that met her specific requirements. 
  

  4.) Cordless blinds and gap on the living room window: We understand Pam's concerns about the cordless blinds resting crookedly. However, after sharing the photos with the vendor, it was confirmed that the blinds were functioning correctly. The vendor advised Pam to adjust the shade properly when pulling it down, as pulling from the sides instead of the middle may cause temporary misalignment. Despite these limitations, we provided multiple consultations to discuss potential solutions, including recommending the cord option for her main window. However, Pam expressed a strong preference for the cordless blinds, similar to what her neighbor had. Regarding the gap between the two shades on one headrail, we provided Pam with an image (please see attachment) and explained the presence of the gap before she made her decision. Additionally, it's important to note that hand-woven bamboo blinds, due to their natural material and craftsmanship, are considered a higher-end option.

  
  Throughout Pam's interactions with our company, we have gone above and beyond to address her concerns and provide suitable solutions. We have conducted multiple consultations, offered replacements at no additional cost, and ensured that the blinds met her specific requirements. We genuinely value customer satisfaction and have made every effort to meet Pam's expectations.

  
  However, after considering the circumstances and the actions we have taken to address Pam's concerns, we have determined that offering a refund is not warranted. We firmly stand by the quality and value of the blinds provided to Pam.
  We have exhausted all available options to address her concerns and have made a good-faith effort to resolve the situation to the best of our abilities.

  
  Thank you for your attention to this matter, and we appreciate your assistance in resolving this issue.

  
  Sincerely,

  
  
  Brilliant Blinds

  Customer Answer

  Date: 05/30/2023

  In response to Brilliant Blinds, I would like to point out that I have a larger woven blind from Brilliant Blinds in my office, kitchen, bathroom, and two in the bedroom.  None of them have the issue of sagging on one side.  I am the one that opens and closes them.  So to your point, I think I know how to follow instructions and that clearly is not the issue.  All of those blinds have been installed earlier and are working as expected.  Why is it just the one that is sagging on the right side?  The living room blind in question is smaller than the one in my office.  The issue is still not resolved to my satisfaction.  In addition, the slider function I asked for has been the  “left to right” version from the very beginning.  Please do the right thing and give me my refund so that I can move on and get what I asked for to begin with.
  

  Business Response

  Date: 05/30/2023

  As we have stated previously, we will not be issuing a
  refund. We had discussed before placing the order that our vendors do not have
  left to right opening sliders which is why you agreed to the slider that opens
  from both ends. All sales are final as window treatments are custom cut. If you
  would like us to submit for a replacement for the slider, please let us know. We
  appreciate you reaching out. If you would like to contact us directly regarding
  the options we have provided, please reach out to us via email at ****************************.
  Have a blessed day!