Smith+Noble Online Store

This Company is an absolute disaster. Called for in-home measure install service three times and provided the CSR with my contact information and merchandise I was interested-in from the Better Business Bureau. I have never heard from anyone regarding setting-up an appointment.

When I called a 4th time, the CSR indicated they had no record of my prior calls. The CSR also indicated I would need to pay for all merchandise I was interested-in prior to hearing from anyone in Smith & Nobles Home Measuring service. Who would do this? I told Smith & Noble I would purchase locally as I did not have confidence in them.

Smith and Noble has the worst customer service on the planet. Yeah, they don't send you to India -- it is worse!

We ordered 3 shades, which appear to be of shoddy construction and cheap fabric. After three months of broken promises, failure to return calls, and general ineptitude -- they still are not installed! The process works like this: you call to schedule installation, they tell you installer will call within 48 hours. Nobody calls. You call back, they tell you installer will call back in 48 hours. Repeat 100 times. The people at customer service claim that they cannot schedule the appointment -- they can only "put you in the system" which means if you're lucky, you might get the shades installed before you die.

And forget about returning the shades or getting a credit when they are uninstalled for 6 months!

This company takes your money and lies every way they can Oh sure the service is top notch when you call the first time. Before you paid, everything goes smoothly. Once you pay, forget it.

They need to spend less money on their catalog and more on materials and production. First, bought a pair of honeycomb shades. One set was shipped without the proper brackets. I called and ordered the proper brackets. They sent one bracket (you need two to put it up) and it was again, the wrong bracket. Finally talked with supervisor who again ordered the brackets - I asked if it would take the standard 3-5 days - I was told 'no' we are sending it our next day air. It's been 5 days and they estimate it will not be sent for another two (but it is going next day air).

I also had ordered pull down shades. They decided to wrap the catalog around the WHITE shades. It bled, staining the shades. Now I get to wait two more weeks.

The quality of their products are FAIR - and I agree with other's that their equipment does not function properly. The (1) honeycomb shade I have barely snapped in, is lopsided and does not pull down evenly.

Their offers looked too good to be true - IT IS.

I ordered shades from Smith and Noble in August and the order will not be completed until November. I'm very unhappy with the service I've received from them. I had one of their "free" consultants come out to measure the windows and show me swatches. Then, I found out that since I had the consultant come out, none of the deals they offered would apply to me. I was told I would get the shades in a couple of weeks and that they should be installed by the middle of September. Now, I won't receive them until November. So, if you don't mind paying top dollar and waiting over 3 months for shades...maybe Smith and Noble is the place for you.

MUST TO AVOID! Very poor quality products. I bought shades from them which have been constantly breaking down. Pull strings snap, shades fall off of railhead and assorted pieces pop off. Definitely not worth the money. Please buy your shades somewhere else.

We bought curtains at Smith & Noble thinking it was a high quality company.  The curtains themselves are very nice, but we can't get a curtain rod to match them so they still have our money and we have no functional curtains.  The first curtain rod they sent was way too big for the curtain rings, so we called customer service and they sent what was supposed to be the right size curtain rod.  But a 1-inch rod and 1-inch rings with typical manufacturing imperfections means that some rings (barely) slide over the rod and (most) others do not.  Why wouldn't they make rods and rings to match?  Maybe because they don't care about the customer experience.  Next step is to see if we can get a refund...we should've read the online reviews before ordering.

We ordered the expensive cordless shades in custom sizes. We are on our third set now and have finally given up on their products. They are cordless so they have a mechanism that lifts the shades automatically. Great theory, but none of the three sets (12 shades total) have worked more than a few days. Now they just hang there and can not be raised. Brings tears to your eyes every time I enter the room and see all the wasted money hanging there.

I had a terrible experience ordering shades from Smith+Noble. The shades I ordered didn't fit any of my windows. WHen I called to inquire about getting them adjusted, I was blamed for not measuring correctly. Of course when I went back and re-measured, I discovered that I HAD measured correctly. Despite the fact that they have nice and probably good quality products, their customer service is TERRIBLE!  I think their service is a complete scam b/c their shades DO NOT fit so you are left to order new ones. If you decide to order from them they will give you a discount. I chose not to give them more of my money.
 

Against my better judgment I placed an order with Smith+Noble for solar roller shades.  The shades -- which were made in and shipped from China -- arrived 1/4 inch too narrow, which meant they wouldn't fit securely in their mounting brackets and literally fell out of the window.

So I called customer service for a replacement.  Instead of responding, "We're very sorry. We'll send you a correctly sized shade right away."  The representative confirmed my window measurements (which were correct) and then said,  "The factory has a 1/8" tolerance for errors.  I'll have to call the factory representative about your situation and get back to you sometime next week." 

I explained two things to the customer service representative: 1) 1/4 inch = 2/8 of an inch and was therefore outside their margin for error; and 2) their factory's margin for error is irrelevant, the shades were supposed to fit the window measurements I provided and didn't.  Not suprisingly, the "customer service" rep didn't care; he just repeated "we'll call you back next week."

What a remarkably cavalier attitude for a service business to have in this or any other economy. To date, Smith+Noble has not corrected their error.

Look I can go on and on like so many other Smith and Noble victims but I won't take up your time with the horrid details. The bottom line is don't even think of dealing with them unless absolutely necessary. Very poor customer service once they have your money not to mention rude and down right nasty. I will go to the BBB and the CA. Attorney General's Office to get my money refunded.

The prices are competitive, ordering was easy - then it went downhill. My order shipped without the bracket I had requested. My first call to them wasn't so bad - 10 minutes on hold to be told it would take 2 days to get the brackets shipped out. A week later, it took 25 minutes on hold (and two transfers) to be told that my brackets had just been processed that day, shipping via the post office and I should see them in another 7 - 10 business days.

They couldn't explain why it took a week to process the request for brackets (they did tell me that no special expediting occurs when they forget to include part of your order), they wouldn't ship my brackets overnight, but they did tell me that a confirmation email would be sent within 24 hours of when the brackets actually do ship.

I won't shop with them again.

Horrible! They sent me the wrong size blinds and would not take them back or correct the problem without me paying for it. Very rude customer service reps. I would NEVER, NEVER shop from them again!

Smith and Noble is a huge disappointment -- customer service is pathetic and unhelpful.  Ordered window treatments and paid overnight shipping so that they would arrive prior to our family leaving on vacation.  Called to see if I could make an adjustment to the order and was told they shipped.  The day prior to leaving on vacation I call for a status as we had not received them (after three weeks) and were told that the material was on back order for six weeks.  Seven calls to customer service later, I finally got a refund.  They had charged my credit card despite the fabric not even being in stock.  I was promised a supervisor would call me on a certain day and time -- they never did.  Will never order from them again and will share my story with others.

Smith and noble fall short of being a professional company in my opinion.  I placed an order....paid for it....and a month later they claimed that the product was discontinued and that is why it hasnt shipped.

no notification or anything....until i called.


Find another company to work with - or else!

Similar to other reviews, I ordered from Smith and Noble because of their products; however, the key reason was their seemingly easy installation guides on their website.  However, I received my 3 shades, all very attactive, but with installation instructions for a different product.  I called Customer Service, and they felt I was just looking at my product incorrectly, and advised me to remove a piece that I knew was not supposed to be removed.  I sent them pictures, and they eventually believed that I had the wrong instructions, but kept saying they were having trouble locating the right instructions.  They didn't even know what they had sent me!  No instructions for my shades were on their website, either.  One of my shades was defective, which is not a big deal since they quickly resent a different one. However, this one also had the wrong instructions.  I had to get a handyman to help determine how to install - which was nothing like the installation directions.  It was not a good experience!!