apartment therapy changing the world, one room at a time

I'm a big fan of Smith & Noble, for their beautifully designed catalog, smartly styled photography and their great range of product. They also have a phenomenal swatch service to verify colors and materials before committing. And MGR is right about customer service: top notch. They also offer fairly regular special offers if you register your email address at their website. But, as with all DIY window treatments, there will be the sweaty-palm moments while you wait to see if you've measured correctly!

Well, I disagree with the comment that Smith and Noble are less expensive than custom shades. For three windows, using a london shade with silk fabric and a brocade at the bottom, the cost BEFORE tax and shipping is 555.00. About the same and possibly more than if I ordered the same shade from an independent dealer or Janovic. Janovic is now owned by Warren Buffet, so I have to assume that it is going to be you the customer a great service. I am looking there instead of Smith and NOble.

High technology has entered onto the window treatment scene in New York City and beyond! V2K Window Fashions' breakthrough proprietary software enables you to visualize what your window treatments will look like to scale and price them instantaneously including installation. We bring fabric and blind samples to your home -- so there's no guesswork involved!

Our prices are competitive with Smith and Noble. Better yet, all orders are custom and of the highest quality. We provide service with a smile - including measuring, installation and repairs.

Buyers be weary when you buy from Smith and Noble. Their customer service could definitely use a makeover. I have ordered a bedskirt, Euro and Standard shams, and throw pillows from them recently. My bedskirt and Euro shams were not made to order the first time and the remake was made to order, but poorly done. There is a 3" gap at the corners of the bedskirt where the sides and end meet and the Euro Shams are not the 26" measurement that they should be. Furthermore, I ordered and PAID for fringe on the standard shams and they were sent without fringe.

I cannot get a straight answer out of anyone in the customer service department. I have requested a full refund and the only response is "our products are custom made and cannot be returned". It is almost like they are all reading from the same sheet of paper. If I could just talk to some one with some authority outside of the call center, I could probably get somewhere. But, they won't transfer you. Now I am out $1,200!!!

Bottom line...be careful when you order because Smith & Noble takes absolutely no recourse for their actions and will not stand behind their product.

If you like having an installation drag out for months because of sheer incompetence, you'll be thrilled with Smith and Noble.

They deliver window treatments without all their parts all the time.

I bet their pretty pictures in the catalog didn't take months to finish.

I USED to order treatments all the time. No more.

Maxwell, please consider reviewing my comment (and others above) and updating your review. I think it would help save your readers some anguish and money.

Best,

Dean

I would like to be sent your catalog

Kym cornwell, 12210 meadows lane, alpharetta ga, 30005

My experience with Smith and Noble was painful and extremely frustrated. Somehow the connection between the Costumer Service and factory (warehouse) is insufficient which took me 4 months to be able to install the window treatment. At first, I received the package without small stuff like screw and screw post, etc. On top of that, a part on the carrier came with broken. After 4 phone calls to the customer service, they claimed the package was lost and unable to be tracked because they corporate with small shipping company. Then, the 3rd package was returned to the factory due to miss labeled address which has been confirmed many times. The 4th package finally arrived to my place, except the content was someone else's order. 2 and half months had passed, and I insisted to talk to a manager or supervisor hoping to be a more reliable coordinator. Mindy, the supervisor who provided a good service with right attitude, claims she will make sure the factory will obtain the right parts and type the address correctly on the shipping label. No feedback or follow up except an shipping confirmation via email. The package still hasn't arrive. Today, I tracked the package myself and learned the package was got hold in a FedEx office due to incorrect address. From the end of December, 2005 (we placed the order) to today (March 27th, 2006), I still haven't yet been able to install the panel track window treatment. Even Mindy promised me a 10% return of total charge and 10% off in the future orders, the frustration and time consuming phone calls to customer service representatives (the story needed to be repeated to every single representatives) are not necessary and worthy. Now I just want to obtain the missing parts and get over with the nightmare.

Ah hell, great to have found this review only after I placed my order last night. I'm wondering right now whether I should try to cancel or just cross my fingers and hope that they get everything right. I like the fact that Janovic has physical stores...

At this point, I might just go ahead and hope that Smith and Noble comes through. If not, I can always contact the credit card company to take care of any problems and then go right to Janovic.

DC:
Go ahead and cross your fingers that they might come through. And just follow up on them if they don't. I'm in the middle of an unbelievably frustrating, months-long ordeal with them myself, but they're being very nice about it. I decided to splurge and ordered custom-made honeycomb (cellular) top-down/bottom-up shades from them last November (two shades for side-by-side wondows). Got half my order and half of someone else's order. Called them up, and they sent a re-make of the missing shade ... which of course didn't match its mate exactly, because it was cut from a different dye lot. I called them up and they made me two more shades ... still individually, and they didn't match again. (The two side-by-sides are slightly different sizes, so I couldn't just interchange them.) Plus, they had quality issues with the fabric on the rails, which the customer service rep informed me had been rampant with this new factory they were dealing with. I've now been waiting over two weeks for them to pick these up and make me new ones, after several phone calls from them about needing an "authorization number" (which they never came through with). I will just keep at it with them until they complete this order to my satisfaction ... and then I will NEVER order from them again!

I (groan) JUST ordered wood blinds to take advantage of a 20% off order that expires this weekend.

Smith & Noble gets great placement and PR in magazines, that's how I found them. I read some article about a designer who whipped together her guest room on like 5 days' notice and it was like, "Smith and Noble to the rescue" all Mighty Mouse and sh*%!

I have purchased window treatments from Smith and Noble since 1992. I never need to return anything, so not much interfacing w/ the Customer Service. I felt bad for the people who had bad experience w/ them, I guess I just have been lucky that my order always came as I ordered and arrived earlier than I expected. For me, the experience has always been A+. No, they are not cheap, I tried another competitor’s window treatment last year, which it’s 2/3 of the price, but you just can’t compare the quality and selections. I went back to Smith and Noble when my family room and kitchen needed new window treatment.

Smith and Noble offers excellent selections and quality. Their website has improved that the photo gallery provides great visual and design ideas, and the website response time is much better now. Like one of the customers said, if you register w/ them, you will get email promotion frequently. The best I’ve got so far is $100 off $500+ purchase plus free S/H.

Good Luck and Enjoy !!

Well, my Smith & Noble saga continues, and it ain't pretty, folks. After two sets of shades could not be made to match, they said they'd send me a third set, which I could expect in 10 days. Ten days later, they called me to tell me they couldn't make me new shades until I sent the old ones back, and to let them know when they were ready for pick-up. (WHY did they have to wait 10 days to tell me this??) I called them the next day to say they were boxed and ready ... and they called me THREE times over the next week and a half to let me know they were still waiting for an "authorization number" before they could be picked up. (Then UPS came to pick them up anyway, and of course I wasn't home!) Two days after that, I called them to ask if the color could be changed, and they said no problem; they hadn't even received my returned shades yet. Two days after THAT, I called again, and was told again, sure, no problem ... we'll make the new shades in the new color, as soon as we get the old ones back. TWO WEEKS later, they leave a message on my machine: "Sorry, the new shades were already on their way to you, and it was too late to change the color." AAAARRRGGH! What is WRONG with these people? I have never dealt with a bigger bunch of bumbling idiots in my life! This has been going on since NOVEMBER. I have been incredibly patient with these people, and I have done everything they have told me to do, when and how they have told me to do it, through all their contradictory incompetences. I want to call them tomorrow and tell them I will write "refused" on this shipment and want my money back, unless they can fulfill this order the way I want them to. And I want to report them to the Better Business Bureau.

Ironically, this is only the second time in my life that I have decided to "splurge" for "quality," and both experiences have been absolutely miserable. Smith & Noble sure has everybody snookered. No wonder they have to do so much advertising... no sane person would order from them twice!

Has anyone had any experience with The Shade Store? They have Smith and Noble-esque ads. How about Blinds To Go? JP in DC

I have been dealing with S&N for more than a decade, and have seen their quality and service decline to the point that I will no longer buy from them. I have more than 20 window S&N coverings in my current home, purchased over the last seven years. A dry cleaning debacle with a set of curtains set off a series of events with S&N that left me floored.

A "short" summary:

Curtains were ruined (dry cleaner laundered them), S&N promises to back me up with documentation abou their fabric so I can sue dry cleaner. Promise a deep discount on replacement curtains. I order replacements in what I am promised is the same fabric. S&N then reneges on backing me up on paper against the dry cleaner, I get a different story from everyone as to why (it's easy to say anything, but it's something else to put it in print), discount does not appear on card, I spend hours on the phone following up (go through a few levels of supervisor), months go by (it's now half a year since this began), the replacement curtains are inferior fabric and poorly sewn (complete rubbish, in fact), so I have them remade, replacements still poorly sewn (though they have magically come up with a slightly better quality fabric...hmmm), request that the second rejected curtains be picked up, S&N flatly refuses, matter goes to corporate level, I am promised a full refund, which does not come through, so with aggressive pushing and more hours of phone calls (and personal insults from a particularly pugnacious "supervisor"), half of the refund comes through. I'm still waiting on getting the rest of the money half a year later.

I have never in my life dealt with such an unprofessional, rude, and dishonest retailer. Example of phone exchange: "Give me your supervisor." "No." "Give me your superviosor; this is my second request." "I don't have to give you my supervisor." "Give me...etc." "I don't have a supervisor." And it never got any better than that.

Previous to the curtain disaster, I purchased a set of S&N wood blinds in a painted finish. The slats on all four have numerous flaws...rough patches where foreign matter got into the paint, spotches of another color here and there. A valance was incompletely assembled and not usable. Just sloppy work.

On one of my older S&N wood blinds with cloth tapes, the tapes detatched (bad glue?). When I complained, I was told that blinds only last three to five years (!). The S&N catalog and Web site say they have a much larger gurarantee than that.

My advice is to look elsewhere for your window coverings. Everything with these folks is a fight, the quality of their materials and workmanship has plummeted, and they seem to offer the least solution (or none) for problems unless you scream and make a fuss. It's not worth anyone's time, and it makes no sense to support businesses like this.

I wished I would have read all of the comments prior to placing my order on 4/28/06. My order was for my family room and living/dining room. I was told that the fabric was available and it would take 5 business days to make and that I would receive the products by this week. Needless to say that I am still waiting. I received the order for the family room and it was WRONG. So, I'm still dealing with that issue. Their customer service is a JOKE!!!!!!!!!! No one knows anything and you can never get a supervisor.

Shipping is a little slow, but they refunded our express shipping charge. 3 Soft romans with dual shade option, and a bamboo roller for a master bedroom, master bath combo. The products are the absolute best, bar none. $1050 for the set of 4 with buy 3 get 1 free promo code. Very satisfied.

I would like to be sent a catalog.

Nicole Underhill
1530 W Remington LN
Round Lake IL 60073

I've used S&N twice and would NOT recommend them. The last two shades I received were very shoddily made, and the Customer Service people really didn't make an effort to make me happy. In addition, the fabric that I originally wanted was discontinued, so I ordered another kind only to find out two shades (of sub-standard quality)later that the fabric I preferred was reinstated! They definitely don't cater to customers and if anything goes wrong with your order (on their part)you'll pay for it in money and frustration. Cross them off your list!

Marcie
5/26/06

PROS: ordering was fairly easy online
CONS:
1. email correspondence after order VERY POOR
2. although it says you can track order online - it could never find my orders
3. partially shipped orders DIDN'T specify that - plus charged for all blinds even those not yet shipped
4. didn't get emails when remainder of order was shipped
5. didn't specify order would be partially shipped or that some blind types take longer
6. blinds didn't come with instructions (some at least) but directed you to 'go online and watch video - which didn't help at all'
7. blind quality has gone downhill since I first ordered over 5 years ago

I ordered from Smith and Noble the end of May and still have not recieved my entire order, now over 30 days later. Not one product came with all the hardware needed, and it took atleast 2 weeks to recieve the hardware that I was supposed to recieve in 3-5 days. When I contacted them regarding missing items they had no idea why they had not been shipped or that they had not been shipped. They said I would recieve them within 7 days and several weeks later I received part of the order. I requested a refund for the wooden blinds that I had not recieved in over thirty days and was told that was not possible(but according to the better business bureau it is) and that they would remake the blinds, but they needed to recover their materials and labor costs. The most frustrating part was the roller shades I purchased. They were the spring loaded type not the loop control. The spring was set too high, and they came out of the bracket (which according the instilation instructions is possible) and hit me in the face cutting my chin open. I called Smith and Noble and asked if I could recieve store credit to order blinds that would be safe around my 14 month old and was informed that that was not possible. They were willing to remake the blinds which would no longer raise because the spring had broken due to flying out of the bracket and have professional installers come in, or I could take the loss and they would give me 50% off my next order to replace the dangerous blinds. I had to spend several hours calling back explaining that the blinds were unacceptable and dangerous for my children. They finally agreed to give me store credit and go "far out of their normal range" and let me have the store credit. I would not recommend them to any one. If you have children don't get the spring loaded roller shades, I'm lucky it hurt me and not my kids.

Here's an e-mail I sent to Smith+Noble on Aug 7, 2006. Their customer service and communication with inventory and production is extremely poor. What a disappointment!

**************************************
Hello Smith +Noble Representative,



I placed an order on July 2, 2006 for 14 sets of 2” wooden blinds in Dark Walnut. The order came to $1,357.00 before shipping (the Dark Walnut was on sale for 40% off). In addition I ordered two Grommet Panels totaling $886.00. So the total order was $2,243.00 before shipping.



I was contacted approximately two days later and told that the Dark Walnut was no longer in stock, however I could replace them with Wenge and still qualify for the sales price. I received an e-mail confirmation on July 4, 2006 confirming the updated order.



I called on August 2, 2006 to inquire about the status of my order and was told that my blinds were in production and to call after the weekend to get an estimated completion date. I was told that due to the production delay my order was upgraded to next day delivery at no extra charge (how nice!).



On August 7, 2006 I was informed that the color (I’m assuming this is Wenge) was no longer available, but I could choose another color but have to pay the difference in price.



I told the sales person I had already had this conversation five weeks ago and at that time was informed I could have the same order in Wenge at the same price. The sales person then put me on hold, came back, and told me that whoever gave me that information five weeks ago made a mistake.



So due to a mistake I have been waiting for five weeks(!), thinking that my blinds were in production, only to find out that nothing has been done. To add insult to injury I was asked to pay the difference should I choose to place a new order (all due to a mistake made by one of your employees).



Please note that during the five weeks since placing the original order I paid $886.00 for two Grommet Panels, $188.92 for four Return Rods (Item #4091) and I just placed an order on August 5, 2006 for two more Grommet Panels for a total of $467.20.



So clearly I am a new homeowner who thinks nothing of making on-line purchases totaling approximately $2,900.00. In essence, I represent the perfect demographic for Smith & Noble.



I’d like to add that a number of friends advised against purchasing from Smith & Noble due the rather high price points. I was told to shop at American Blinds, EddieZ’s, Three Day Blinds, and Home Depot. However I was so pleased with the lovely products showcased in your catalog I decided to ignore the advice of friends and order from Smith & Noble anyway (clearly a poor decision on my part).



Frankly, I’d like to cancel my most recent order placed on August 5, 2006, but I fear due to the clearly demonstrated ineptitude of your employees I would still be charged for the merchandise, but probably never receive it.



Rest assured, I will NEVER again do business with your company. In fact I have a personal appointment in my home with an associate from EddieZ’s tomorrow.



Kind Regards,

Gene

Okay. This is ridiculous. After posting my comments in August 05, I see that many other people have been burned by them and my experience is not exceptional.

Does anyone know how hard it would be to take them to small claims court? I'm shooting for a refund of the costs it took to repair their cruddy blinds.

If I go, I'm going to get affadavits from all the other people they took advantage of.

I'm still not sure how they even have such a high rating or how the site review can not incorporate our comments at this point.

Thanks,

Dean

I am sorry to hear all of the negative comments about Smithandnoble. I have been purchasing from this company for quite a few years. All 3 of my homes are completely furnished with smith and noble window treatments, and a few bedding products, and i have only seen improvements since i started buying from them. I have never had a problem with customer service or getting remakes and refunds when the situation called for it. It sounds to me like all of the negative comments may be coming from competitor company employees who want to give Smith and noble a bad rap. Odd that they have been in business so long and continue to grow, and yet all i can see on this site is negative feedback. this leads me to believe that all of the negative comments are misleading and fraudulent. get a life people. Try developing your own companies instead of trying to bring down an industry leader.

BUYERS BEWARE!!!!! I have never experienced such poor customer service as I have dealing with Smith and Noble. I have a quality issue with 2 blinds I ordered and have been working to resolve since Aug. 4. I have made 7 calls. Been placed on hold for 15 minutes or longer. Have been promised callbacks. Was told I could have a refund, then later denied. At every turn, promises have been made with absolutely zero follow-up. This is not a company with which you want to do business.

S&N has gone from good to bad. I had a fine experience 7 years ago ordering roller shades. They are OK in quality, not great, but they serve the purpose needed. I referred them shortly after to a friend. She was very dissatisfied in roller shade quality and had other customer service problems so won't use them again. I gave them another shot earlier this year for some tab top panels. I was told several weeks after the order was placed and my credit card was charged, that the fabric was unavailable. As there was nothing I liked in my price range (yes, their fabric panels are unbelievably expensive), I asked for a refund. This took over 2 months and 3 phone calls to get finally. All the while, they had my money and I had nothing but time wasted and frustration. Still now, I have no curtains for my remodeled/redecorated family room. I was going to give them another chance, but now I am not after reading all these reviews. And, I will definitely not be recommending them.

I have actually already filed a complaint with the better business bureau against S&N.
Here is the very condensed version:
I ordered a roller shade with a tabbed hem and decorative rod. It was supposed to ship in the end of July. I emailed customer service a few days after my order, and asked for an estimated ship date, and tracking numbers after it shipped. I received an email stating that the CS rep checked on my order, EVERYTHING WAS IN STOCK and should ship 7/31/06. Ok, great! Well on the 1st of Aug I emailed her again asking for tracking numbers. I emailed her 3 times w.o response. So I emailed her a 4th time, and cc'ed the customer service dept. I also called that night, and the RUDE person told me that someone had already submitted a request for information. The net day the rep I had been emailing sent me an email saying she had never received any of the emails I sen ther. Which is funny, because who put in that request for information then...
But on with the story- the rod was on backorder and would ship on 8/13. So on 8/14, I called again and the rep said she would have to get back to me. I called a second time and got the same response. However nobody ever got back to me. I called a 3rd time and explained that I wanted an answer before hanging up the phone. I was on hold for 40 minutes, they said they would have to call me back. About 3 days later someone called and left me a message saying the rod is on back order, it will ship 9/13. I called back and said I then wanted to change the rod, and of course the rep said they would have to get back to me, and I never heard from them again. At this point I filed my complaint with the BBB, because I was sick of following up, that is S&N' s job, not mine. So- the saga comtinues-
Advice for anyone thinking about ordering from S&N- DO NOT DO IT!
Their customer service is ATROCIOUS!

Shelly -

I WISH I were an employee of another windoware co. because then I wouldn't have bought anything from Smith and Noble.

I also already own my own co., thanks. As far as 'bringing an industry leader down', that is blaming the victim. They've brought themselves down on their own.

You want to be properly informed before you buy something, right? Save the nasty comments targeted to reviewers for another board. They don't belong here and will make the board less informative.

I only hope I can discourage someone else from making the mistake of ordering with Smith and Noble. I"ve spent $3303. The draperies arrived and are fine but the rods are too small for the windows. They feel it is my fault and will do nothing. Supposedly they record each phone call but in my case "there is no recording." The shade I received was 5 inches too short and they insist that is my fault too. The solution on their part is to have me pay $300 more to get the correct shade. So I am left with one short shade and draperies with no rods to hang them. A great deal for the money. Please don't order from them!!

Shelly,
I was starting to think the exact opposite...that maybe the few positive reviews are from s&n employees! I just ordered from S&N last week and should be receiving my order next week. So I have no idea yet how they will end up but I'm really worried after reading all these reviews. My only hope is that all the satisfied customers don't bother doing reviews, its just the few unhappy customers that make a point of going online and writing reviews. Okay, wishful thinking, I know. My order was pretty straightforward so I'm hoping for the best! But given all the unhappy customers, I will escalate my call and issues immediately.

I had to return S&N Roman shades THREE times before I gave up and just accepted the fact that my shades will just have to be a little bit lopsided.

Each time, customer service assured me that they would do an extra quality check to make sure that the shades would be horizontal. And each time, the shades arrived with a slight tilt. It's enough of a tilt to drive me crazy each time I look at them, but I'm out about $1800 for the six windows in my kitchen, so I just "grin and bear it" with the thought that someday, I'll replace them anyway. When? In five years? Seven?

Thank you Smith & Noble. Buyer beware.

I was planning on ordering 3 roller shades last night for our baby's room- it's been hard for me to find something to match our orange & citron "theme" and I found the perfect gender-neutral stripey fabric for the shades. I find S & N a bit pricey but both me and the fella loved the shades and decided to splurge (we had to pretty much gut the baby's room already so we figured, what's a few more hundred bucks thrown into the mix). Anyway, it turns out that S&N f'd up their catalog and the fabric we wanted was no longer in the middle price range but rather the steepest range...so when placing my order on-line, the fabric alone (minus the 2 upgrades we were interested in) would be $126 and not $84. I called up S&N and spoke to customer service about the price discrepancy and she wasn't sure why the fabric was being displayed for the higher price..so she went to the supervisor and found out that there was a "glitch" in the catalog. Anyway, so I ended up speaking with the supervisor and all they could offer me was an apology for the mix-up. I was hoping that they would honor the catalog price since it was clearly S&N's mistake but I was expecting for them to at least offer me some retribution for their mistake- maybe, meet me halfway or give us free upgrades since the upgrades we were interested were still cheaper than the price discrepancy. Nope, nothing...just an apology and a "have a nice evening!". I was floored and upset b/c the shades would have been great, but we're just not willing to spend that kind of additional cash on roller blinds when I know I can eventually find something for much, much cheaper. We thought about ordering them anyway, but it's a matter of principle now and I'm "done" with Smith and Noble. I can't wait to tell my Dad- who was planning to outfit his new house with their stuff- he will NOT be ordering from them and they will likely have missed out on a good 5K order just for being unwilling to eat their minor "glitch".

One more bad experience with S+N. My main point is DO NOT order solar shades from them anymore. Their new factory in China produces the worst quality product! Our cord controls have broken numerous times and pieces keep breaking off of valances. My husband has S+N solar shades in his office from a couple years ago that are great. Every time I call customer service (6+ times now) I tell them they should re-think their move to this factory. I know nobody is listening.

I ordered 5 solar shades back in April for around $1600. Somehow their computer messed up the discount and they charged me too little. I didn't notice as I wasn't really paying attention at that point. Then they had to notify me that they couldn't make a shade with a valance (despite the online system allowing me to build it that way) so the price for the shades went down, though they said that I owed them $100+ because of their computer glitch. I had to go through weeks of discussing this with superiors to get them to not charge me the extra money and just have us split the difference. They made various other errors with my order and the resulting delays threw my remodeling project off track and I didn't have any shades on my windows facing the street for over a month.

Then the shades came and pieces keep on breaking, as stated above. Every time I call it takes them 2+ weeks to mail the new part to me and then most times it is the wrong part. For example, they keep on sending me cords that are the wrong length when the original ones break. Also, they only sent one piece of my broken valance.

These shades were not cheap ($$-wise) but they are CHEAP (quality-wise). I'm very disappointed and from now on will order from a local company even if it is a couple hundred dollars more.

I agree with other customers--they should spend some time now figuring out what happened to their quality and improving their customer service before they lose all of their customers. Also, perhaps having a higher-quality product would improve the attitude of their customer service people. Dealing with problems and dissatisfied customers all day isn't pleasant for any involved.

Don't order the roller shades with blackout lining!!! We ordered these shade for my baby's room about 6 months ago. I've noticed in the past the edges keep getting frayed and some small white things on the floor under the window, but I assumed it was paint flecks from opening and closing the window. Well, the other day I was opening a shade and this white stuff came flying down and I looked on the floor and little pieces of white were everyware under both windows and in the babies crib. I turned the shade over and noticed the white pieces were from the back of the roller shades and have been peeling off for quite some time! Now I'm worried the baby might have swallowed some of these pieces because they are EVERYWEAR. and who knows how long they've been falling apart! I called smith and noble and asked what the blackout liner was made of. Two people told me it was polyester, one told me vinyl! one told me they would get back to me in a week! I'm worried if it was made of vinyl my baby could have been swallowing small pieces of plastic for months! they won't return our money. I'm thinking of reporting them to the CSPC since they promote these shades for nurseries!

I recently ordered for them and waited the week it was supposed to take to manufacture the order. Expecting a delay, I called after the week to see the status. At that time I was told that the order would be a minimum of a month delayed as all of the compenents were on backorder. I then asked to have the order cancelled and was told I would need to wait 24 hours for confirmation (something about needing to contact the factory and that there was no way for them to pick up the phone and do so). Later that day, I received an email that stated that the order would not ship for at least 4 weeks past the original date.

So after 24 hours I called back and was told by a Supervisor, it actually takes 48 hours. So after 48 hours I called back and was told that they still haven't recieved notice. So after 72 hours I called back and was told the item would be shipping in 48 hours. Remember, I had already asked to cancel the order.

The are without a doubt the worst customer service I have ever received. I highly recommend that others stay far away from them.

My wife and I just had the absolute worst Smith and Noble customer service disaster. We regret ever having ordered with this company. We had multiple frustrating phone calls and emails trying to have S&N send us the hardware that was missing from the original order. They did eventually send us brackets (the wrong brackets as it turned out) then ignored us for another week until we threatened to take legal action. How are they still in business?

The reps say there's no refunds, but we are exploring options of a charge-back with our bank, filing complaints to the Better Business Bureau and the FTC. I encourage everyone do the same.

We are also sending an email our friends to not do business with Smith and Noble. We just want to spare our friends the same hassle.

GOOD LUCK!

A MUST TO AVOID!!!!! Terrible quality, endless runaround. Loved them when they arrived, but then they started breaking down almost immediately. And then the endless round of replacement blinds, which sometimes show up weeks late and in the wrong size. I would not recommend this horrible company with their terrible products to my worst enemy.

I also have ongoing problems with Smith & Noble and have started a blog detailing those problems. All of you are welcome to post -- good or bad -- about your experience with the company. My blog's at http://beingnicehelps.blogspot.com/

Also, the credit card dispute someone mentioned may not work. I filed a credit card dispute and Smith & Noble sent "inaccurate" information to my credit card company. They said I had never even requested a refund and only attached copies of their notes when I discussed other issues. I spoke to Manuel yesterday in their customer advocacy department and he admitted that there were notes between 9/1 and 9/5 showing I requested the refund, but he said he didn't want to send them to Discover because they didn't want to give me a refund. Anyway, I have listed everything on my blog including information about Smith & Noble's parent companies. I hope the info helps someone.

By the way, has anyone noticed that of the 31 people who have rated this company, only 9 people would even recommend Smith & Noble. Hmmmm. And this is a company that says, "customers are our #1 priority." Based on what I've read here, Smith & Noble may want to change that motto.

I orderd a custom woven wood free fall shade for my bathroom window. The shade arrived to my exact speficiation. What Smith & Nobel DOES NOT TELL YOU, however, is that if you don't order a fabric or wooden valence to cover the top of your treatment, you will need to velcro on tabs to either side to complete your look. IT IS NOT MENTIONED ANYWHERE IN THEIR CATALOGUE OR VIA THE SALES REPS THAT WOVEN WOOD SHADES COME W/ THESE UGLY VELCRO TABS to finish the look. The tabs to DO NOT LINE UP w/ the valence and it looks complete ridiculous. When I called customer service and complained, it was explained to me that they cannot possibly tell you everything about the product you are ordering from them. LET THE BUYER BEWARE! STAY FAR FAR AWAY FROM ORDERING OR DOING ANY BUSINESS w/ THIS COMPANY. THEY DO NOT STAND BEHIND THEIR PRODUCTS.

BEWARE OF SMITH & NOBLE!!! Their customer service is horrible. If you have a problem with anything (and I mean anything that is SMITH and NOBLE's fault), be prepared to fight with customer service over it. After numerous phone calls, they would rather lose a customer over a $200 mistake that they made out of a >$4000 order. Their customer service is the worst I've ever experienced. Even after I explained that I served in Afghanistan for over a year which is why I didn't call earlier, they told me that was no excuse and that their policies apply to all customers. We will never order from Smith and Noble again!!! (And I would recommend you don't either!!)

I have been dealing with mistakes in installation, measurement, customer service, poor quality and rude phone reps since December...3 months later and I still dont have finished blinds and shades...even though I paid 3 months ago!!! The most awful company I have EVER purchased from!!! Do not use Smith& Noble for your window coverings!!! Stay away!

I wish I'd read this before ordering from S&N. I have been dealing for one year with their terrible quality shades. I have had to replace 5 of the 6 shades I ordered, 3 of them twice. I will say they are good about replacing the broken shades, but I just want them to work! I have a gargage full of broken shades - what a waste! The pull strings snap off, the shade separates from the railhead and assorted pieces pop off. Do not order from them ever! Does anyone know of any organized attempt to get satisfaction or get them to ripping people off by charging lots of money for craptastic quality?

Like many above, I wish I had read these reviews before placing my order. The WORST customer service I have experienced in a long time. They had an issue with one of my orders and after 18 minutes on hold, I was told it could not be resolved. i let them know I wanted to cancel if they couldn't resolve. The customer service agent (Laura) said "OK" and hung up on me. When I called back the "supervisor" arrogantly told me "well she cancelled your order what's the problem".

I'm glad I've found this site with many reviews on S+N. Until yesterday when I received a nice catalog from S+N, I had never heard of the company. What intrigued me the most is how they found out about my needs (new house nearing completion) to send me the catalog. I'm actually in the process of shopping for cellular blinds and I couldn't believe the timing.

I can't say I'm foolproof but I've had my share of bad shopping experiences to know that the first thing about a brand you've never heard of is to find out as much as you can about the company. Well, some googling landed me right here and am I glad I found this place? I am so happy I just threw out the catalog. There's not a chance I will consider buying from S+N, ever.

One more thing that intrigues me is how many comments appear here only after orders had been placed with S+N. I can't figure out why more people aren't like me - research before taking the plunge, not after. Well, I'm glad my research is going to save me not only money but time and headaches, not to mention aggravation.

Wow, I just finished reading all these negative comments. about you lack of proper customer service. ALso you products which look real nice in the catalog and people claim that colors don't match and not all parts come at the same time. I was going to take advantage of you free measuring service and a will be needing some new slider blinds. What can you tll me about why I should pick Barnes and Noble. ALso where are you located in Ct? Eleanor Schmidt

I wish I have found this site before ordering 2 PanelTracs from S&N. I was fooled by their glossy catelogues. To be fair, they do have great materials and shipped me as many swaps as I needed.

Both PanelTracs arrived with flaws. The first PanelTrac was missing a panel. Customer service was quick to send the missing panel but it arrived without the lining which was useless. When I called again about the problem, this time they were slow to respond. They didn't ship the panel for about 3 to 4 weeks without any offer to expedite the shipping or anything.

With the second PanelTrac, one of the panels was cut or sewn crooked. That replacement didn't arrive for another 3 to 4 weeks.

This was a very disappointing experience with S&N. The panels aren't even complicated to make. How did they get it so wrong over and over.

And they still cost a bloody fortune.

I researched S&N online before buying and decided against it due to all the negative reviews on various web sites. Instead I ordered cellulat shades from the Shade Store (shadestore.com) and we are completely happy with our order. They immediately answered a question I had via e-mail (a tricky question too about various shades of white), sent samples out right away, and checked in to see if I needed any further help. Although I found the web site a little confusing to order from I had the option to do it all over the phone if I chose. We measured very carefully and all 8 shades came out perfectly. I also received a discount coupon via e-mail on future orders.

I have ordered roller shades for my dining room, living room, and roman shades for my bedroom in the past 3 years. I never had a problem with ordering, receiving, or mounting my shades (but I am good with measuring & tools, which probably helped). One roller shade I ordered was a bit long for the window (my fault), but I was able to recess the hardware into the wall slightly and install the shade.

Recently, I ordered 2 batches of swatches, and they were both sent to my billing address, not the ship to address indicated Not a big deal, but frustrating.

I have also used The Shade Store several in the past, and I like the fact they are local (with a local company that does measuring & installation). I did have an issue with a top down bottom up shade not working correctly, and some measuring / installing issues with another order, but they were resolved.

Smith and Noble has terrible customer service. You are much better off using The Shade Store or if you live in NY/LA/SF/Chicago, The Silk Trading Company. I'm having a very good experience right now with the Shade Store.

smith noble complaint
I purchased some very pricey wood blinds from smith noble. The clips that hold the valance on are flimsy little things that have all broken apart over time.Additionally, the end caps that cover the ribbon selvage have fallen off. I have been calling the smith noble customer service since mid April to try to get them replaced.Despite the fact that I would gladly pay to replace the parts the s n very unfriendly and defensive customer service has told me the following at various times and I have yet to receive the parts:
1) we don't handle replacement parts - you'll have to go to a drapery parts store
2) the parts on are the way - I've spoken directly with the factory and you should receive them tomorrow,via expedited mail
3) Maybe it's time for you to get some new window coverings
4) There is no order in the system
5) I see several orders in the system for you but for some reason they have all been cancelled
6) We were going to ship the parts to you via expedited mail but we called the (wrong) phone number that we have for you and someone answered and said we have a wrong number so we didn't ship the parts.
7) I'm shipping the parts to you next day air directly from our office in California so there will be no tracking number.
8) Once the order is shipped to you next day air directly from our office I'll have a tracking number for you.
9) Call me, Candice, back if you should have any further difficulties with this order.
10) We've never had anyone named Candice working here.
11) We did have someone named Candice working here but she is no longer with us.
12) We shipped the valance clips to you in May, you should have received them.

It has been a nightmare dealing with this company and I certainly will not ever order from them again. I'm putting these blinds in my rummage sale this summer. Good riddance.

This is your window covering expert. I am so sorry that many of you have had problems with the Smith and Noble company. Sounds like a few of you don't know how to measure. In general the Smith and Noble company is lacking in competence, in other words they #$%&*@! To the people who decided to go lavish with SN in their purchase are just throwing their money away, see your local off brand blind dealer instead and he/she will get right to the point with no delays, there are many blinds dealers in San Francisco bay area. The people defending Smith and Noble are just a bunch of little "apple shiners." My general feeling about the Smith and Noble company are "stay away."

Yeah I'm no fan of SN. I used to shop with them before. I've come to the conclusion that their colorblind. Why else would you send someone a blue shade when its supposed to be ivory?

For my last project, I decided to try someone else. I went with prioritywindows.com and I'm happy. Got the product on time (as promised!) and they didn't screw up the fabric or measurements!

Do NOT buy anything from this company. I ordered blinds from them and had one of my worst experiences ever buying something online. They also have TERRIBLE customer service. I wish I had read all these comments before I ordered from them.

Stay away from Smith and Noble. Stay far, far away.

I ordered 6 shades. I paid Smith and Noble to come measure. When the shades arrived, 5 of the 6 were about 1/4 to 1/2 inch too wide for the windows. I asked to return the shades to get my money back. Turns out their "satisfaction guarantee pledge" means that they won't give you your money back, no matter what.

They insist on coming back to re-measure, but a) I can't take time off from work again for this, and b) why would I want to run the risk of further screw ups and hassle?

Their customer service staff come across as Soviet-style bureaucrats. Evidently, Smith and Noble could care less about disappointing their customers and engendering ill will.

I guess my next steps are to file complaints with the BBB and my state's attorney general, as well as dispute the original charge with my credit card company. I'll probably send the shades back to the company's president for good measure.

Keep in mind that Smith and Noble's "partner sites" (i.e. sister companies) include Ballard Designs, Grandin Road, Garnet Hill, TravelSmith, Frontgate, and others. You can rest assured that I won't be giving any of them my business in the future either.

Thanks everyone for warning me! I was just about to buy stuff from S&N but after reading these reviews, I'm going elsewhere.