Previously installed window shades. I went to their showroom to have them price and possibly/probably install window coverings in my home again.
I used the Blind Factory to install 6 Hunter Douglas black out shades in my home late last year (2014). That experience at the end of the day was good enough for me to go back. It wasn't without a few issues but it was satisfactory enough that I was willing to work with them again. That is until today. I am actually just plain angry at my experience today. From a customer service standpoint it is just completely unacceptable. I saw flashes of this with my last experience but not enough that I really felt concerned working with this company once again. Today I went into their showroom shortly after they opened. I had my three year old with me and had items along to hopefully keep him entertained while I looked around and worked with one of their associates. I walked in right before an older couple. The only person working at that point was a gentleman and he asked me if I had any questions. I told him I was going to just look around first and he proceeded to help the older couple. While I was looking I saw a few women enter the store to begin their day of work. I was ready to be helped at this point and patiently waited while the gentleman finished up with the other couple. When he was done, and had passed them off to another associate, I told him now I need help. Please note no one else had asked me if they could help me. I shared I was a previous customer and I am now looking for window covering for 11 windows. I told him what windows I was covering and that I only wanted cordless options. I also shared with him a few items I was interested in looking at. He proceeded to try to help me. I say try because any question I asked he did not know the answer. At one point one of the female associates was close by and she interjected a response as something he was telling me was not completely correct. I said to her that I thought she had helped me last time when I purchased my shades. Her response was "Oh I don't know that". It came off curt and rude to me. I was in that store for half an hour. Almost any question I asked could not be answered by the person helping me and he had to ask one of three women by the counter area repeatedly. Three women stood by their counter area talking to one another while this gentleman tried to help me. He just didn't know anything about their product. It was absolutely infuriating/frustrating as a customer to see three people standing around while this poor guy, and myself, obviously needed some assistance. I was there with my kid. That already means I don't have all day. I have a busy schedule and had found some time to stop in that morning. It wasn't busy in the store. I was the only one after the older couple left. I can honestly say there would be a rare time that I walk out of a store but this is one for the short list. The feeling I got as I tried to spend what will probably easily end up being upwards of $5,000-$7,000 was that my business did not matter and that customer service is not important to this company. Again I saw glimpses of this last time but chalked it up to personality. I was overall happy with my first experience with a couple exceptions but this has turned me for good. I will definitely not recommend Blind Factory to friends or neighbors and I felt compelled to write this review. It is so aggravating when all you want is decent customer service and knowledge of the product and can not get that from a company that bills themselves as good at both. If there are "many things you could say" you should. That is a cop out for sure. My experience with your company breaks down easily to terrible customer service, lack of knowledge for the product with-in your sales staff and basic rudeness by those that do seem to have the knowledge. My expectations when working with service providers is to have good customer service plain and simple at a decent value. I have contacted another Angie's List service provider and they have been absolutely wonderful to work with in regards to knowledge, professionalism and service for the same product you provide. Based on my experience there is better out there to work with and pricing is all similar.
