Smith+Noble Home, Inc.

Good morning Revdex.com,We are happy to respond. We have not heard directly from our customer via email or by phone since reached out last on 12/15. We gave our customer a few days to box up and respond when the packages where ready to ship. When we did not hear back from her so we reached out again on 12/to proactively communicate via email as well as leaving voice messages on the phone number we have on file which forwards to another phone number. On the morning of 12/we received an email from *** *who we are unfamiliar with. *** *stated "I received the email". We are attaching a copy of the email chain for Revdex.com's reference. We can see a comment from the customer between Smith & Noble's response and *** *.'s response but it does not show who it was sent to or copied. Our IT team is looking into the why we cannot see the customer responses. We take great pride in responding to our customers in a timely manner and are just as frustrated as this customer in our inability to communicated effectively.In regards to the returns, two calls tags have been issued today now that we are informed the packages are ready for pick up. UPS will attempt their first pick up beginning tomorrow, 12/22. The customer should not discard product. Thank you for your assistance in helping communicate with our customer so we can bring all issues to a close Thank you,

Initial Business Response /* (1000, 5, 2016/05/04) */
Contact Name and Title: *** *** CCSupervisor
Contact Phone: XXXXXXXXXX
Contact Email: ***@smithnoble.com
Please note, customer purchased roman shades in However in 2009, she requested to cancel the orders XXXXXX and XXXXXX
Our factory produced them and shipped them outWe made an exception and processed a full refund for both, this voids out any warranty for these shades
We researched this further and did not see any communication from the customer regarding concerns with the product unraveling until nowOur warranty indicates the wear and tear is an exception to repairing or replacing the product in question
Under our explicit Warranty Policy outlined on our website (http://www.smithandnoble.com/customer-service-warranty-policy), there is no warranty for these shades in question
Thank you,
Initial Consumer Rebuttal /* (3000, 12, 2016/06/15) */
I requested historical bank statements dating as far back as May 2009, and there was no refund processed by Smith & Noble, as mentioned in their response to my complaint
Final Business Response /* (4000, 16, 2016/06/27) */
Hi ***,
Per my two voicemails left, we confirmed that we refunded *** *** on October 30, back to her Bill Me Later account for the orders placed onlineThe refund order numbers are XXXXXX & XXXXXXPer the archive notes, the customer was update with the production delays and wanted to cancel two of the orders (& XXXXXX)She only kept order XXXXXX for one fabric shade
Here are some screen shots of notes taken back in Also, showing the refund orders processed

Thank you for the inquiryWe have looked into the matter and have not been able to locate a customer with this last name, address, phone number, or email that was provided in this compliantWe are a retail window treatment company who work directly with the consumer and not with construction
companiesOur hours of operation are Monday through Friday from 6am to 6pm PST, and Saturday and Sunday from 7am to 4pm PSTWe do not have staff afterhours making outbound callsWe also do not use text as a form of communicationWe believe there may be confusion in regards to the company that is contacting this individualPlease let us know if we can provide any further information

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12365603, and find that this resolution is satisfactory to me I have heard back from Smith and Noble's customer care supervisor and they have agreed to refund my credit card in the amount of $(plus any applicable taxes) upon their receipt of the returned window treatments I shipped the products back via UPS on September and notified them with the shipping information I truly appreciate Smith and Noble making things right for me I also would like to thank the Revdex.com for all of their time and help with this matter

Initial Business Response /* (1000, 5, 2016/07/25) */
I have spoken with Ms. [redacted], and we have resolved her complaint. I have processed a refund for the monies she paid on order XXXXXXXX, including her shipping cost. I have approved remaking the shades in a new material of her choosing, once she...

receives the samples she has ordered.
She is aware that we will apply the original value of her warranty credit ($ 571.40) to the new order, and she will be responsible for any costs above that amount, including the new shipping costs.
I have sent Ms. [redacted] a detailed email, recapping our conversation and outlining the steps going forward. I will personally oversee her account going forward, to insure that she is treated fairly, and receive product she is happy with.
Please feel free to contact me for any additional information you need.

Our management team has been trying to assist to our customer to resolve her concerns regarding a recent purchase since November 12th.   Customer prefers email communication.  She initially had concerns with the hardware brackets.  A parts order was placed for correct mounting...

brackets.  These parts did not address her concerns. The customer escalated to a manager on 11/17 who sent a second parts order, instructions, and offered to refund shipping on the original order for the hardware.  On 11/22 customer again escalated to CEO regarding incorrect parts and inadequate compensation.   A department manager took over account and began to emailing the customer to clarify parts needed.  No response from customer was received by phone or email.  Department manager emailed again to advise Smith & Noble will send parts with expedited shipping.  Order was delivered on 12/23.  Manager emailed customer stating "I have tracked your shipment today and your brackets are in route and estimated to arrive by end of day today. Please let us know these parts solve your mounting concerns. Should you need further assistance I will be returning on Monday, November 28.  On 11/28, department manager called number of file and left a voicemail and sent a followup email stating " I wanted to make sure you got the delivery of the brackets on 11/23. I see that UPS left them by your garage. I am hoping you were able to get the rods installed. I have left a message to discuss your experience, however we get a voicemail stating we the called another phone number. I am not sure if your voicemail is being forwarded to another phone number. I do understanding that the previous manager promised to refund the shipping charges. We have ta[redacted] care of that for your today and you should see a credit to your Visa within 2-3 business days. Again, I would love an opportunity to speak directly with you. Please let me know what number I should call and the best time of day to reach you." On 12/5, the department manager again reached out via email stating " I know this is a busy time of year. I thought I would reach out one more time to make sure you were able to install your rods. If you would like to speak with me, please feel free to call me directly."  The customer has not responded via email  or phone until 12/13 and reached out to CEO by email expressing dissatisfaction with the level of service, teh quality, the drapery stitching and compensation.  She is requesting a full refund.  CEO called and emailed customer stating I am having difficulty reaching you at XXX-XXX-XXXX.  When convenient, can you please call me at XXX-XXX-XXXX?  12/14 Customer began posting negative reviews on social media platforms.   CEO then emailed customer again stating "Please see below for refunds totaling $4,266.59 that we have credited to your credit card today. Department Manager will be following up with you to arrange for the pick-up of our products at our expense.  I regret that we were unable to meet your expectations.  Department manager then emailed customer to arrange pick up.  Waiting on customer's response to coordinate product pickup of merchandise.

We are working with this customer towards a resolution. The drapery was remade and then lost in the shipping process. We have taken complete ownership of the shipping mishap and have advised that the drapery can be remade again and sent out via expedited shipping. The customer has refused this...

offer and is requesting a full refund. Smith & Noble does not have a refund policy due the custom nature of our product, but does have a satisfaction guarantee to make the product/order right. http://www.smithandnoble.com/customer-service-satisfaction-guarantee. Please let us know if we can be of further assistance.

Initial Business Response /* (1000, 8, 2016/04/12) */
We have been working with the customer for many years. The customer has chosen to replace various products under warranty with a more expensive selection than originally purchased. He originally paid for a product that was in price range A and...

wants it replaced with a product from price range D which is a huge difference. The customer does not want to pay out of pocket for this difference but there is a balance due of about $3,000 with the upgrades made. We cannot accommodate this request from the customer since we have already made adjustments of about $5000 (warranty credit plus payment made by customer in December) but you we can offer for him to send the product back that he received in December. Once received we will provide a refund for what he paid for those items which is a total of $1,183.01 . The customer has 10 days to return the product and receive a full refund, the deadline date is April 22nd. The customer can ship these 3 items to:
Smith & Noble
Attention: [redacted]
1181 California Ave
Corona,CA XXXXX
He can also add his service request number of #XXXXX
Initial Consumer Rebuttal /* (3000, 10, 2016/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was instructed by [redacted] the SN rep, to donate the product that was shipped with the wrong material to Goodwill. So I did as recommended by [redacted] since Smith+Noble did not want the product back (prior to this complaint). I no longer have the product in my home.
Thank you.
[redacted]
Final Business Response /* (4000, 16, 2016/04/19) */
We have received approval to refund customer [redacted] as an exception. A request has been submitted to our accounting department to refund $1,183.01. This will take 7-10 business days to be processed. Thank you, [redacted]
Final Consumer Response /* (2000, 18, 2016/04/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the refund of $1,183.01 from Smith+Noble. It was a dreadful 12 months process that ended with the help of Revdex.com. Thank you.
However, I would like to note that the company is still at fault for not replacing the defective products in our home that did not pass [redacted] 2012 legislation, thus are harmful and dangerous to our young toddlers. We will now work with Costco to purchase and replace them with products that are up to standards.
I will never go back to S+N as a customer, and will let our families and friends know on Facebook of the horrendous experience we've had with this company. If this is how they run there business then we will let our families and friends know so they can steer clear of S+N.

I am rejecting this response because:  I am not available after today to wait for UPS.  Smith Noble received the emails and chose not to respond.  I cc'd some of those emails to various people, including the Revdex.com Specialist.  All of the people who were cc'd received those emails.  I posted a response on the Revdex.com complaint, which generated an email to Smith Noble from Revdex.com.  I asked the Revdex.com Specialist to forward a message, and she did.  Since Saturday Smith Noble received 6 emails from me and 2 from Revdex.com, and they chose to take no action.  I have guests coming tomorrow and my living room is no longer available for the storage of their boxes.  I called FedEx and verified that they have same day pickup.  Smith Noble was first notified on Saturday that today is their deadline.  I have scheduled with my handyman to haul the boxes to the garbage dump at 6am tomorrow morning.  They will be available for pickup all day today, 12/21/16.

We have reached out to the customer to confirm the product needing refund and we have received a response from the customer. We have forwarded this request to our Executive Management Team. This process typically takes approximately 1-2 business days and we will continue to work with the customer once a decision has been reached.

Initial Business Response /* (1000, 6, 2015/06/17) */
In an effort to provide the best warranty resolution for the customer, we have done the following:
2/15/2015 customer informed us that they had a broken internal cord from a shade purchased in the summer of 2013. Unfortunately the product was...

discontinued.
Prior to that date, the customer had called in regarding satisfaction of his product and had discussions about our 60 day exchange policy in which he did not continue to pursue.
Due to the product being discontinued, we offered a warranty credit towards any of our current products for the amount in which he paid.
The customer decided to upgrade fabric shades and we processed his new order in April.
The customer then didn't like his new selection so we processed a 60 day exchange on his 2nd order following his review of samples of his newly selected fabric in May. Again, the customer upgraded his reselection but did approve the charge which was processed in June. He then reported that he didn't like this replacement order.
In June the customer again changed his mind but wanted to go back to his original fabric without liners on the shade. At that point we explained that he had already used his 60 day exchange and that he would responsible for the costs.
The customer has gone to twitter, Yelp and to you, the Revdex.com in an effort to get a refund from his 2013 order. Our publish policy is that our products are customer and that we do not refund orders. However, due to the ongoing concerns, we are willing to do so in this case. Today we have emailed the customer 3 options which includes exchanges at no charge with partial credits or a return of all goods for full credit for the three affect lines.