In an era in which businesses succeed or fail based on customer feedback, I don't expect SmarterHome will survive for the long haul. My wife and I spent nearly $4,500 on smart blinds to furnish our new home. The blinds themselves are great and installation was a breeze, however, two of the 10 blinds we ordered did not function as advertised. After receiving the blinds and trying to puzzle through everything I could find online to get them to work with the app, I reached out to customer service. The rep just kept walking me through the same steps I had already tried dozens of times. By this time, I had spent several hours trying to get them to work on my own and another several text messages (and more hours) of back and forth going over the same ground with the rep. I finally asked for a resolution that didn't waste any more of my time. I was then only offered a "warranty" replacement that a.) required I send the faulty parts back to SmarterHome so they could determine whether or not I would have to pay for the parts or b.) I would pay for the parts up front and they would determine whether I would get a refund. Neither of these options was satisfactory to me, since all I wanted was what I'd already invested thousands of dollars in and unwilling to pay more for something that was not my fault. A manager intervened and, after I explained the situation, agreed to send me two replacement motors and batteries. Then silence. I have since reached out to the company multiple times and not received any response at all. It's frustrating considering the broken blinds are in rooms with other blinds, making the entire "smart blind" system inoperable (and unnecessarily expensive).
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