Cheap Construction of Products; Long Lag for Disconnected Installation
Written: May 05 '06
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Smith+Noble had to have really p*ssed me off in order for me to take the time to write an online review, which I rarely do. Here goes...
In fall of 2005, I ordered $1,500+ worth of roller shades and solar shades, some conventional, some with loop cords, along with Smith+Noble's installation service.
First there was a disconnect with swatches: some that never came, some that came even though the fabric had been discontinued, some where the swatch order was lost entirely.
Then, the order: Smith+Noble promised my shades by Christmas, some came, some didn't. But what good are they if they aren't hung?
The installation service: Firstly told that I could not place the order for installation service until all shades had been received. After ordering the installation service, Smith+Noble told me that their installer would call me to schedule the installation -- customer service couldn't do it because their installers are independent contractors and maintained their own schedule.
Installer came and did a fine job on those he could install, but left with 8 out of 21 blinds not installed due to either incorrect hardware, incorrectly measured materials during construction or the installer not fully knowing the specs of the product (to the extent that some of the shades with loop mechanism could not fit in the old sash windows in which I was hoping to install them).
Though installer submitted report of installation issues to S+N, I had to be the one to reorder the faulty products, which, by the way, also included some of the installed roller shades having sloppy, crooked hems. Trying to remember what the issues were and de-code this to S+N was very frustrating, my only saving grace was that I had kept detailed notes for myself during the process, just to keep it all straight in my head. Replacement products were ordered and all have been received.
With that, called customer service again to order the remaining installation. Took over a week after that call before I called customer service again to ask why my installer had not called me. Rep said she would put the order out to the installer again, but just in case I don't hear from them, she gave me their phone. She said that they installation order probably got lost because S+N had replaced the installer in my area who had done the initial part of the installation. Called the installer the next morning and he said he had just received my paperwork (what happened to it a week earlier?). Anyway, have the installation scheduled for a week from now and am terrified that this ridiculousness is going to continue.
In summary:
- handsome catalog but product leaves a bit to be desired
- quality fabrics
- cheap hardware: have already had 2 spring rollers break on me and the wood sticks that they put in the end of the pull shades have either warped or broken in some of my shades
- complete disconnect between S+N and their installers
- order/installation customer service has always been lovely and attentive and have returned my calls, but the disconnect between they and their installers is frustrating
- installers cannot take responsibility for defective product -- all issues with product have to be directed to S+N
If I were to do it over, I would NOT use Smith+Noble. Instead, I would go the extra expense of using a local blinds dealer to get my order intact, of products with solid construction, to be installed with culpability by the company. I'm sure if I had gone local, this all would have gone much smoother and I would be enjoying ALL my blinds right now. (P.S. Home Depot also uses outside contractors for their installations, so beware! My first installer was also under contract with them.)
Recommended:
No
What product did you purchase or try to purchase? roller shades, solar shades
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Epinions.com ID:
ioff13
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Reviews written: 2
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