Nice catalog - Lousy product - frustrating experience
Written: Apr 15 '06
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I first became interested in Smith and Noble after receiving their attractive catalog in the mail. I was impressed by their nice pics, wide variety of products and user friendly website. Since I wanted to purchase woven roman shades, I ordered several samples and quickly received my request. My husband and I then both carefully measured our windows as instructed for the top down bottom up flat roman shades with privacy lining. Since S&N boast about their 5 day production time, I called after 2 weeks inquiring on the status of my order. I was told I'd get them by the "end of the week". They never arrived. When I called customer service again, I was told "Sorry, the materials are back ordered." My shades hadn't even been started yet. For the wrongful info, I was compensated the cost of shipping. OK, fine. 3 weeks later I received my shades. One of the two was sewn so crooked that the woven fibers appeared cockeyed. Both shades were roughly 2" too long and dragged on my sills and neither valance aligned correctly with the shade. I wasn't too thrilled with the quality (cheap plastic mechanisms) of these shades either given their high cost, but we gave S&N a chance to redeem themselves. We calmly explained all the problems with the shades and customer service assured us they'd speak with the factory rep and put an order in for a remake. To make a long story short, we received another set of shades with the SAME PROBLEMS!! They were again the (same) WRONG length with misaligned valances. At this point we decided "no more" and requested and received a full refund.
It's a shame that S&N offers a slick appearing catalogue and fairly decent customer service, but severely lacks in the communication dept between their California based company and their factory in China. Next time I'll go with the safe bet and order Hunter Douglas.
Recommended:
No
What product did you purchase or try to purchase? woven roman shades
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Epinions.com ID:
jljrn
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Reviews written: 2
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