u/PSpizz

I purchased honeycomb shades from Select Blinds two years ago when I was returning to my home after a fire restoration. I had some difficulty when I tried to install the blinds. The weekend I moved home, my mother went into the hospital (she died about a month later). I called Select Blinds and let them know the situation and that I wasn't able to follow up in a timely manner. They were very nice and said not to worry, that they would make a note in the file. They also told me that I had to take videos and photos and send them. This was a challenge as I live alone and had to arrange for someone to help me with the videos. Once I took the time to send them what they requested, they said I had to take additional pictures. This went back and forth over two years (partly my fault as I was dealing with my mother's date and estate, settling back home, work, etc.) when they finally told me I was outside the 90-day window! Why didn't they tell me this before I spent all the time and effort getting the additional pictures, calling and emailing? One of the issues I had was that the tension lever for the no-drill header snapped off the first time I tried to install it. Today I called to order a new one -- I was willing to pay, but I was told it was not possible to order that. I eventually was transferred to the "Design Team" and after a long hold, the design rep clarified that the customer service rep must have thought I meant the top of the shade that snaps into the head rail (which apparently is called a "no-drill bar -who knew?). The design rep said he had to check whether I could get just the headrail. Another long hold, he did come back and say that they could replace the part, that it was under warranty. He processed the order and I should receive the part in about a week. I guess the moral of the story is that if you have an issue, try to get transferred to the Design Team!