The product is decent (if/when you can actually get what you ordered and pre-paid for) but this has easily been the worst customer service experience I've ever encountered or frankly heard about.
I've never written a review online before but I can't in good conscience sit back and not share my experience so others can at least reconsider whether the price point or "store opening sale" is worth the aggravation.
The new upper east side location has been consistently disappointing -- the staff claim they'll call you back to confirm basic order details and don't -- they go radio silent for weeks on end -- until you call back several times and ask for a manager.
They arrange measurement and installation windows during the workweek that they know are inaccurate and won't deliver on (as the installers don't even travel during the hours the staff claim are available). I shared this feedback with an UES salesperson naively assuming they may just not be aware, only for the sales rep to confirm he's heard the same feedback from other NYC customers and can't do anything about it since the delivery windows are out of his hands and he just does what he's told even if it's inaccurate and means customers will be waiting for an installer for 2-3 extra hours.
They are very quick to take thousands of your dollars but in my case, will delay your first installation appointment, then show up with incorrect merchandise and neglect to coordinate or complete the installation despite multiple attempts.
After the first appointment failed (the installer unboxed the parts in my apartment only to realize he had the wrong blind and valance ), no one from Blinds To Go reached out to coordinate a follow up appointment or even acknowledge they were aware of the error. Instead, Blinds To Go sent me a customer service survey email claiming the installation was complete -- I filled it out immediately, detailing what happened and how disappointed I was with the experience. No one responded, no one followed up.
More than a week later, I called the UES store to ask about my blinds -- they had my contact info and order details but couldn't find a replacement order in their system and promised to call me back in a few minutes with a solution. No one called.
The next day, I called again and was told a manager would call me back. I said I'd wait, and 15+ minutes later, the manager asked me what happened (again), immediately located the replacement order details and apologized profusely, since apparently no one submitted the replacement order. She said they'd expedite it and would have it installed the following week (cautiously, I agreed hoping this would be a simple mix up and we'd all move on).
I took another day off from work the next week. The installer showed up with a box noting the missing materials from the original order, but only containing half of the parts. I still don't have the valance I paid for in May.
After the second failed appointment (during which the installer called the store and told them about the second error), I called the store immediately myself.
The manager apologized again for the error and delays, saying they've had issues with the factory and were really backed up with all the new orders after opening 2 new stores (can't say I'm sorry their profits keep getting in the way of their basic customer service....).
The manager assured me this was truly a series of unusually unfortunate events, and promised to personally prioritize my order and keep me posted on the status so I wouldn't have to chase them for a third time. I confirmed my contact information so there was no room for confusion and hoping we could finally be done. I haven't heard from her or anyone at Blinds To Go for 2.5 weeks.
It's now been 5+ weeks since my first installation appointment and I still don't have the correct valence (or any valence at all) on my living room window - for a small, standard room and after selecting one of their basic shades to minimize manufacturing time, I'm still waiting and will undoubtedly have to reach out again to them -- yet again -- this week to ask for the bare minimum order promised and paid for in early May.
If I could do it all again, I'd avoid Blinds To Go at all costs. This isn't a minor expansion blip for a small family-run operation; it's a blatant volume-based profit play by a mismanaged enterprise that -- once they have your money -- couldn't care less about it's customers or doing the right thing. read more