Smith+Noble Online Store

We have ordered quite a few items from Smith and noble: drapes for the bedroom (light darkening), several roman shades (inside and outside mount), wood woven roman shades, and hardware. I am always happy with the quality and installation is fairly straight forward. Once they sent us the wrong product (3 wood wovens with valences rather than water-fall) but they re-sent us the correct ones after a phone call. Overall I like them and would order from them again.

I have ordered about four times with Smith & Noble, getting ready to place another order. Probably have spent about $3000. I have never had any problem with my order. Once I accidentally ordered an expensive set of blinds to cover a set of sliding doors but misunderstood the two on a rail concept and double ordered. I was given credit for the second set after giving proof of donating the extra set to the Goodwill. Obviously, I thought this was a generous gesture on their part due to the expense. The range of window coverings I have ordered have been well made and of good quality. I think their assortment of bamboo is phenomenal, definitely my favorite. I will continue to order from Smith & Noble!

Terrible. Speed was slow, I had to call to prod them to process an order I entered online. The shades were the wrong length, and when they agreed to remake them the right length, they only would do it for ½ off. When they sent the remade shades, they were the wrong length AGAIN. They acknowledged this and agreed to make them for free this time, but only according to specifications that would ensure they would not be the correct length? What?!?!? They were miserable.

The real shame is that I would have given this company five stars based on my experience a few years ago, and now I can only give them one. What happened to the management of this company?

Customer service reps were an unknown lady, Lelani, and Jamelle. And at each escalation it was a step in the wrong direction for customer satisfaction. Wow they are terrible!

The on-line ordering process was easy. However, it took much too long for the company to produce and ship the window treatments. I ordered 2 wood blinds and 2 roller shades. The wood blinds came out fine, but it took more than a month to get them.

I had to call the company to find out what happened to the roller shades and the customer service I received was spotty at best. I had placed the order in October and still hadn't received the shades in January. I submitted an on-line inquiry but received no response. Then I called and was told by the person I spoke with that she didn't know what had happened but would do some research and call me back in a couple of days. She never did. I had to then place another call, at which point I was told that the tassel fringe was on back order. I never received any notification that this was why my order was held up. I changed the order to remove the tassel fringe and the shades came in a few weeks later.

I will not ever use Smith+Noble again.

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.

Worst online shopping experience I've ever had. I've been buying online for at least 10 years and buy something every month. Ordered shades and they were the wrong color, but they still refuse to refund my money. Customer service is completely useless and takes 3 days (no joke) to respond to problems (IF they even call back, usually YOU have to call back). Waits on the phone for "customer service" are 30+ minutes and they have no interest in helping you anyway.

I would not recommend this company to anyone. I ordered my solar panels in May and still do not have a correct set in by the middle of September. I am now waiting to receive my FOURTH remake. The customer service was okay with some and awful with others. I have been lied to several times. Considering I have received three sets of incorrect panels, it says something about the quality control of the company. Obviously, making things right is not a priority. At this point I am tired of the shoddy service I have received and would like to go with another company, but they have refused to refund my money. I guess they expect that at some point they will get it right and I will just have to be patient. I highly discourage anyone from purchasing from this company because when you have a problem, they do not do what it takes to resolve the problem. Be warned!

My experience was terrible. I was charged 20% of the order, in this case over $60, to have the items shipped to Hawaii. For the amount I paid, the items could easily have been sent 2nd day air. When it arrived 5 days later than promised it was not what was ordered. The telephone rep was ok, but her supervisor apparently believes that the customer is usually wrong and her job is to lecture you about it. Instead of seamlessly making it right, I have to jump through hoops to get the right order. They require me to send the order again in writing -- so they have a record of it -- despite the fact I was speaking to them on the telephone. To receive credit I have to either ship the blinds back at my expense, or donate them to charity and fax them the the donation receipt. They don't trust their customers apparently. I will not be ordering from them again. Overall I am very dissatisfied.

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.

Experience at online store was great-honeycomb shades look great, but when I put them up in my infant's room--as soon as the sun hit them they began to have a very toxic paint smell. I WOULD NOT suggest them for a babies room for this reason alone.

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.

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.

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 very lukewarm customer service to say the least. Their products are great but I needed only to delay a shipment as I was called away on a family emergency after I'd placed the order but was absolutely unable even after multiple phone calls to get anyone to hold the order. As the products are made in China, some of the shipping is 'out of their hands,' which, while that might be true, does not do much good for someone counting on great customer service. The words 'I'm afraid that's the way the system is' 'There's just nothing I can do' 'Well, what do you expect me to do?' are heavily employed in the customer service call center. BE WARY!!

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.