Smith and Noble Sucks Customer Reviews and Feedback
Smith and Noble has been in business over 30 years and have covered over 8 million windows. Our headquarters is in Corona, CA and we have over 220 employees across the country. Whether you call us or have us visit your home, you’re working with US-based window treatment design experts. Our shades, curtains, shutters and blinds are of the highest quality available and designed to go together in harmony with each other and with your space. They are the best value for your money – ask our customers, some of them have been with us for over 30 years.
An angry customer shared this in a review "I contracted with Smith and Noble in August 2019 to cover 27 windows in my home. Due to the inexperienced and unknowledgeable designer (who left the company 2 months later), and her incorrect measurements, the warehouses numerous incorrect or flawed product shipments (most recently, a hole in the sheer of the sheer shades), lack of any quality control, and poor installation by their contractor, RST, my job is still incomplete. While a couple of customer service folks attempted to correct the numerous mistakes of its manufacturer, I regret using this co and wish I would have used a different vendor. S&N may be good if you have a few windows to cover, but anything more than that seems beyond their capacity. I have another level of windows to cover, but will not use S&N. If you value your time and money, go elsewhere."
Helen Kay Ludeman says"I used Smith & Noble to provide automated blinds for our home, and everything they did had significant problems. They have a great product but terrible business processes and a lot of staff changes, both of which lead to a LOT of errors. Unlike many blind companies they do not list the sizes of the blinds that are ordered so it’s very challenging, as a consumer to know what you’re getting.
Here are some examples of the challenges we had:
--First order included 5 remotes; installer arrived and discovered no remotes had been shipped. He returned 2 weeks later to do the installation and had to use some of his remotes which were black instead of white. It took 6-8 wks to get the correct remotes.
--Door blind in first order didn’t fit and had to be redone. It took 2 months to get that to happen and, when I got the blind it was the wrong color. Eventually after a great many calls and emails the installer came to the house, measured for the replacement blind and placed the order.
--2nd order for 2 new buildings on our property included a bathroom blind that was the wrong size. The follow-up was thankfully better this time.
Their product is comparable to many other vendors, including far less expensive companies. Recommend that you save yourself a lot of pain and suffering and choose another vendor."
Symone Cope says"I have never experienced such poor quality workmanship and customer service. I truly believe Smith & Noble should discontinue selling plantation shutters. We first ordered our shutters in June 2019 and PAID in full. The order was supposed to take up to 10 weeks. They finally arrived and were ready for installation late September 2019. EVERY single shutter was the wrong size. Not one shutter could be installed to completion. We had ordered shutters for 7 windows, in 6 rooms at a total cost of ~$16280.
They were measured and Check measured BEFORE ordering by a representative of the company.
They were then ordered for a second time, after been check measured another 2 times by professionals. Fast forward 12 weeks, the second set of shutters arrived and were ready for installation in Jan/Feb 2020. They were all wrong, and had been effectively made to the same size. They were not installed. We then had an issue because of COVID 19 and lockdown. However it turns out that the 3rd time they were to be ordered the Customer Service representative Jennifer took an extremely long time and we were contacted in April 2020 with lots of apologies, then on follow up again in AUGUST 2020 it turns out she had forgotten to order them.
The shutters finally were installed in September 2020. A full 15 months after we ordered and paid for them. Then it took another 3 weeks to agree on compensation, although I am still not happy as we only received $5500 back, from $16,280, which equates to a 33% discount.
I am appalled with their service and their attention to our needs. I think because we had paid in full there was no rush for them to fix their mistakes."
Ruby H says"DO NOT BUY FROM THIS COMPANY. THEIR PRODUCTS ARE SO OVERPRICED AND THE QUALITY IS MEDIOCRE AT MOST. SERVICE IS ABSOLUTELY TERRIBLE. WORST DECISION EVER.
Everything started from the December of 2019 when I contacted the company and made an appointment for the design consultant to come and measure my windows. Got rescheduled because the consultant is on vacation but somehow her calendar was shown as available. Order was placed after the visit and she asked me to pay 100% in advance. I needed to see the sample of the fabric vertical shade which was part of the order. Waited 2 weeks for the sample to be mailed. Order was shipped out around 6 weeks later and was packaged so poorly that when I saw the box it was all damaged. Had to refuse the receipt. Replacement was shipped about a month later and the fabric vanes turned out to be too long. The installer had to cut them short and place a replacement order again. The installation was also not smooth considering he installed the blinds in the wrong direction and had to fix them. Also he put the parts on my bed until I asked him to move them to the floor. Replacement order arrived a couple of weeks later. I didn't want the unprofessional installer to come back again so I installed the vanes myself.
6 months later, the vertical fabric shades I purchased have been shrinking/curling up in the middle, which created huge gaps between the vanes. I contacted the customer service 2 months ago, called and emailed. A lady named Angela called me back asking for pictures showing the issue. I then emailed them to her only found out that the email never wen through since their email has a limit on attachment size. I had to email low resolution pictures in separate emails. She then reviewed the issue and placed a warranty replacement order for me. A few days later, she called me again telling me her manager and the factory think "there is no way that the fabric would shrink unless you washed the vanes. They won't send him a replacement for the vanes instead, a new head rail so you can have more overlap between vanes to reduce the gaps". I asked her then the vanes will not be able to cover my entire window so I'll end up with a huge gap on one side. She said she didn't know how to resolve this issue and offered to pass pictures to her manager and factory if I can send her more. Here are the pictures I took from inside of my bedroom and from the street. My bedroom is facing a busy street and if you walk by at night, you can see through those gaps and see what I'm doing. So literally no privacy. I have to change clothes with light off so people don't peek in. I don't think that's what I expected when paying $800 just for this defective vertical shades. These vanes have only been installed for 6 months. I haven't washed or even wiped them... It's ridiculous when they try to make this issue sound like I have been handling the shades incorrectly. Angela has been helpful and fair but unfortunately her manager and the factory don't share her professionalism. They will for sure find a way to blame me again for the issue which will probably never be resolved.
I'd rather spend half of what I paid with the Home Depot if I have to deal with unreasonable quality control anyways."
Deno Milo says"I purchased a 4 year old home in 2017 that has 10 windows with S&N motorized shades on them. In March a motor stopped working for some reason so I replaced the batteries and still nothing. I called the 800 number and customer service told me the 5 year warranty has expired and doesn’t pass onto a new owner of the home if it was still within warranty. So I asked her if I could purchase a new motor and have it installed. She told me no because the entire shade with fabric needs to be made and my fabric has been discontinued. I asked if I could send the roll of fabric to the manufacturer to use the same roll? She said no. So now I have 3 blinds not working and no options with S&N. I just went to The Shade Store and they guaranteed me that the motor will get replaced, even out of warranty if I pay for it, and I can use my existing fabric. And a future home owner can get a motor replaced if it’s paid for.
For this reason, I do not recommend S&N if your looking for motorized shades. They are expensive motors and should be able to be replaced."
Brent T says"We started our relatively simple project to install shades in our living room and our office in early July of 2019. They never finished. That’s all I need to say about the experience for you to know how awful they are. But I’ll elaborate a bit more because I’ve already spent this much time with them.
- Our first appointment, our designer (we’ll call her “The Space Cadet”) gave us a design recommendation that the installer couldn’t implement and mis-measured the shades for the office.
- Weeks later, S&N then shipped unevenly cut shades and extra stuff we didn’t order.
- The installer drilled unnecessary holes in the wall and improperly hung the unevenly cut shades. We later learned they likely would’ve fallen down.
- “The Space Cadet" was over an hour late for the second appointment to review the first botched install and re-measure the other shade.
- She “said” that she would handle the first botched design recommendation at no costs, then tried to walk it back. That failed.
- We haven't heard from her since October 2019.
- We told them the best way to contact us was via email (because we don’t answer random numbers). They never emailed us.
- Every time they shipped out new materials, there was something missing or incorrect. Every. Single. Time.
- We haven't heard from anyone since May of 2020 so we gave up on getting it finished. We've reached out for a refund.
- The one bright spot, a third party contractor named Jason Rodriguez—the one competent person we encountered over the 446 days—went above and beyond to help us out. He was extremely friendly and actually cleaned up some of the mess left behind the other folks.
In summary, they are extremely slow, inefficient, and incompetent. Their internal and external communication is terrible (I get the sense they’ve never actually spoken to one another). And the “designer” aka The Space Cadet we worked with was mostly useless.
However, the portion of the project that was complete is great. Works as expected. Looks nice.
If you read this review and still decide you’re going with Smith and Noble, Godspeed. But more importantly, if you’re in the Chicagoland area, avoid them at all costs. They have extremely poor judgment and customer service.
After this review was posted, a representative from Smith & Noble reached out. After we declined to continue working with them, they were able to refund the installation fee (about $100) for the incomplete part of the project."
John Crowley says"Nightmare, awful, DO NOT DO BUSINESS WITH THESE PEOPLE!!!!!! We were trying to buy curtains for our living room, they hit us at double what we ended up “negotiating” for a price. Who has to negotiate curtains? This isn’t a car or a house? After they tried to charge us almost double they took full payment and told me about a month. Well a month came and went, finally well after the time we were promised installation we got the call, installer is coming 8/11. We changed our schedules, we took a day out of work and then the NIGHT before we found out that the installer couldn’t make it. But don’t worry they rescheduled for 8/24. Then they cancelled that date but promised by the end of the week. Well sure enough they just called and scheduled us for mid September. We promptly asked to cancel the deal and they said we couldn’t. When i said ill just dispute the charges on my card they told me that i cant because installation was “free”. I got charged $2000 on day one, but installation was free. What a deal. Run and hide from Jodie Fabian, Run and hide from smith and Noble."
Taylor Reynolds says"I had a Smith & Noble employee come out to my house to measure my windows pre-pandemic to ensure that the fit would be perfect. Fast forward a few months and I ordered outside mount, blackout, roman shades for my main bedroom, bathroom, and my daughter's room. When they arrived, I held them up to my windows and was surprised that they all seemed short. I installed one and it was, indeed, almost four inches short. When I called customer service, they told me that the measurements were taken with the assumption that the shades would be mounted on the trim, instead of the wall where I mounted the first shade. I found that odd considering that (1) their own website recommends mounting outside mounted shades on the wall if there is room (which in our case, their is plenty), and (2) my trim is beveled, which would make mounting on the trim challenging for even a professional installer. Was it my responsibility to double check their employees measurements? Then what was the point of using their person? In order to get the shades to be even close to touching the bottom of our window frames, I had to mount the supplied hardware halfway down the trim, meaning I could not utilize the screw hole on the bottom of the mounting hardware. This left the shades less stable. And even still, the shades have about a half or quarter inch gap at the bottom. And don't get me started on the sides--the measurer gave no allowance whatsoever, therefore, light streams in through the sides the mornings. But according to Smith and Noble, this is what I purchased. Because I was still unhappy, they said my only remaining option was to PAY for a Smith and Noble installer to come out and re-install them. Then, if did not fit, they may be able to redo them. I don't know if their installation people are magical, but seeing as though I mounted the shades as low as I possibly could, I didn't understand how paying to have their employee do the same thing would changed a thing. Why couldn't they just recognize the error and replace the shades? Needless to say, I wasted almost $4,000 on shades that do not block the light. And Smith and Noble did not seem to care one bit. Their only solution is for me to pay them MORE money, and then POSSIBLY they will replace the shades that their measurer messed up."
Megan Lucier says"The Eco-Wood shutters have a carefully crafted description that make you feel like you are getting wood shutters (it's in the name!) but they feel like cheap clunky plastic in every way. They were kind enough to give us a 50% discount on our next purchase so we could buy (yet again) wood shutters, but we are still out more than a hundred dollars. Will not shop here again."
LaTonya Boone-Tyler says"Recently, I purchased the 1st shade from Smith and Noble in February 2020. Fast shipment and installation. The 1st purchase went well so I decided to purchase another. Well do to Covid, the installation was delayed; however, on Monday(May 11)
the 2nd shade was installed. When I arrived I was super excited to see the new shade. New shade looked great, the 1st shade I bought was lifted up and wouldn't go down remotely. So I had to plug in the charger to lower it. Prior to the installation of the 2nd shade, the 1st shade worked fine. I was told that the remote would operate both shades. I called customer service to inform them that the 1st shade wasn't operating properly. After trying to reset it with no result, I plugged the charger back and the shade went down. Customer service stated that it was probably something wrong with the motor of a shade that was purchased less than 3 months ago. I was informed ticket started and someone will call me to set of an appointment to pick up the shade. However, according to customer service, I need to purchase a box from FedEx or UPS to send the shade back due to covid. I paid over $800 for this shade and I have to go purchase a box!!! This is insane!!!!! I'm waiting for someone in management to call back because I just don't understand why I have to spend more money on something I have literally had less than 3 months. Honestly this wouldn't have been a big deal until I was told that I had to purchase a box for my return if I want my shade fix!!!!"
Kristin Baumgartner says"Do not waste your time ordering online with their representatives. The communication between the customer and the representative can be very confusing and can create problems in your order. We spent $1,000 on a vertical blind that does not work. I needed a specific size panel to cover my 88-in sliding door and somehow we ended up with a 100-in panel track. Very disappointed. Will not order from them again. I have used blinds.com in the past and I will use them again."
AJ says"The company sold me the system on the premises that it works with voice service (ie Alexa and Google). However, none of their recommended services worked, and the devices they sent me are defective. The Hub and Touch pad would not pair together in the same time. What a waste of $300. The quality of the rollers are abysmal at best."
Carol Burrows says"Word to the wise : Ordered a corded honeycomb shade with very nice Luxe Linen material in Spice color (head rail is covered with the material). However, the cords and pulls are white. We called the company and were told that all honeycomb shades no matter the material have white pulls and cords. The shade cost $350 for a standard size. double hung window ( 35 x 51 ). No where in the description of these shades does it state that the cords will be white. It is very noticeable and unattractive. We were told that the shade is not returnable. Will not use Smith & Noble again ."
carla lobo says"I'm very dissatisfied with smith and noble and doubt I will order from them again or recommend them. My shipment of faux wood blinds came in the summer on a hot day and much earlier than I was told they would. We were on vacation as I didn't anticipate them coming or I would have made arrangements for them to be brought in my house. 1 came very warped and looked horrible. Smith and noble did repack it, however, the one they sent was cut uneven and didn't match up with my other blinds which are hung 3 in a row on same window. I contacted them again and sent pictures, and was told they would contact me within a week. I haven't received any info regarding my blind and have contacted them, but still haven't heard back. The blind looks horrible and so uneven. Very dissatisfied and won't ever order from them again. Buyer beware.. horrible customer service."
Carol Lee Cikanek says"No star rating here. It took two days of insulation and hours of sitting with the installer, damage to my trim work and a less than satisfaction finish to install 3 roller blinds. Simple. The company measured, advised on right product and sent their installer. Now today,Thanksgiving, weeks after the problem they send me a note to send them photos when they promised to send the designer out to
see the problem. This is after their installer said that “this is not right you need to call your designer”. He also stated that he was sending a report in ASAP. Now the company says today that the report never arrived. I am not happy with this company and very very disappointed. I would never used them or recommend them.
Carol Lee Cikanek Hinsdale Il."
Daniel P says"We had our initial consultation with the designer on Sep 12th (or possibly 19th) to get our entire house done (5 different rooms and about 20 windows total). It went really well and we felt like the designer understood what we wanted and we were very excited about what she was going to recommend for us. Since that time we have received a package with a ton of samples with no further contact or explanation of what goes where and what the design scheme is for each room or window. We have reached out several times and only got a response a few days ago that said that more samples were coming and we can schedule another call. It has now been over a month and we still have no idea what the design is or anything (and the second set of samples has also not arrived). At this point we have just given up and we are going to go with another company for the blinds because we cannot work with someone who is not responsive to us."
J O says"We have a series of Smith & Noble blinds which were purchased 6 yrs ago. One of the interior cords broke in one of the cordless blinds. Apparently cords are only covered for 5 years. There really is no reason for this cord to have broken, the blind wassn't abused, the cord is internal so it shouldn't degrade with sunlight, etc and I don't see why it should be excluded from the limited lifetime warranty which covers the other parts. For that matter, it is not clear to me why cords, which are integral to the functioning of the blind whether external or internal, are only covered for 5 years. The blind is pretty useless without the cord and this implies that they feel they will break after 5 years. We have other blinds in the house which are much older and still going strong.
As far as getting the blind repaired, Angela Balles was very helpful and has arranged shipping for us to return the blind for repair (not under warranty, the repair is free, we pay shipping)."
Hailee Steinfeld says"This website online is giving the most finest things over others we have encountered the entirety time and you may likewise put it to use. Strongly advocated"
John Pawlowski says"We inherited our Smith & Noble roller shades (with electric wand) when we purchased our home from the previous owners. The shades themselves have worked well and we like them...until two (of the five) started acting up and getting caught in the roller due to misalignment. I tried calling the company (1-800 number) to get the name of a local company to come take a look (I'm happy to pay for a repair), but I was informed that, once the product is out of warranty (which it is), they cannot share that information. I was confused and said, "so if I called for a new install, wouldn't you send someone out qualified to install it for me? I just want the phone number for that company and I'll take it from there." The answer was "No, we don't give out that kind of information. You need to find someone on your own." Which I'm happy to do...it just seems like a weird way to treat folks who have the product in their homes already and have thus far been happy.
Net, we've been happy with the window treatments right up until we needed help with them. Then not so much."
Signe Myhren says"I want to begin by saying that Anna Brandenberg herself deserves 5 stars. Quality Control at the factory where shades are made deserves 1 star. I averaged those numbers together to get 3 stars. I ordered my honeycomb shades over the summer. When they were delivered in October, one of the three shades was the wrong color. Anna alerted the folks in charge, and ordered the shade in the proper color. It arrived at my apartment, but the pull cord was on the wrong side! Anna had to place the order again. This time, the pull shade was on the proper side, but the color was a bit different than the color of the other two shades, and I suspect it is because it came from a different lot. That sort of mistake is unacceptable, and it should not have happened once, but to have had it happen 3 times is unacceptable.
I do want to emphasize the fact that Anna Brandenberg bent over backwards to make things right. It is not her fault that there were repeated mess-ups at the factory. She should be praised, but the Quality Control situation needs to be addressed.
Know that I am a good, repeat Smith & Noble customer. Please fix that quality control issue, so I can feel confident ordering from you again!"
Cherele Cage says"Synthia N was great! She helped me get my initial order by my deadline. I'm still not convinced about Smith and Noble's service.... my order was placed September 25th and I'm JUST now getting 2 of 3 items ordered. They offered no additional support, no installation help, nothing. Synthia did what she could."
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