ComplaintsforSmarterHome
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Complaint Details
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Initial Complaint
11/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My wife and I spent nearly $4,400 on smart blinds to furnish our new home in early September 2022. Two of the 10 blinds we ordered did not function as advertised — one wouldn't work at all and another wouldn't calibrate. I spent the first several days after receiving the blinds trying to puzzle through everything I could find online to get the two blinds to work. I then reached out to customer service, which didn't offer any help beyond what I'd already tried. Having spent several hours trying to get the blinds to work on my own and another several text messages (and more hours) of back and forth going over the same ground with the rep, I finally asked for a resolution that didn't waste any more of my time. I was then only offered a "warranty" replacement that a.) required I send the faulty parts back to SmarterHome so they could determine whether or not I would have to pay for the parts or b.) I would pay for the parts up front and they would determine whether I would get a refund. Neither of these options was satisfactory to me, since all I wanted was what I'd already paid for and I'm unwilling to pay more money to replace something that I did not break. A manager intervened and, after I explained the situation, agreed to send me two replacement motors and a battery. Then silence. Because I still have not received the parts I was promised, I have reached out to the company multiple times and not received any response at all. I only want what I paid for and was promised. It doesn't seem like that much to ask.Initial Complaint
04/29/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I had a really negative experience with SmarterHome (formerly Tilt) and their MySmartRollerShades. On February 17, 2022, I purchased two roller shades from SmarterHome for $1,114. Neither of the shades functioned at all. They would not go up or down. They just made a vibrating sound and sputtered without moving. I called SmarterHome customer service twice, and when they couldn’t resolve the issue, I asked for a refund. Customer service said that I could return the defective products and get a refund if I paid for shipping. So, on February 25, 2022, I shipped the defective products back and paid for shipping out of my own pocket. However, after they received the defective products, they never gave my money back. In fact, I never heard from them again. I had to email and call them multiple times over a month, and finally they responded. They changed their mind and told me that they won’t honor their refund policy, because they considered their shades to be “custom.” It’s been over 2 months, and they still have my money. So frustrating!
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.