Hillarys Blinds

I ordered blinds with lovely man called Adam and paid in full.
this was on February 13th.
He agreed to come and install blinds on march 11th.
he didn't turn up . we have tried to get hold of him but he doesn't reply.
I have phone but call center just says i have to wait.
i have waited long enough and now want it to be resolved.
i eitheer want the work done straight away or my money back.

A Year of Delays, Errors, and Complete Mismanagement

This has been one of the worst customer service experiences I have ever dealt with.

I paid £90 in full on 22 July 2025 (£15 call-out fee + £75 for the part) and was told the job would take around 3 months once ordered. Nearly a year later, the issue is still not resolved.

From the very beginning, it has been nothing but confusion, poor communication, and repeated mistakes:

September 2025 – I was told there was no order showing on the system.
October 2025 – Promised callbacks from managers within 48 hours that never happened.
December 2025 – Advised the engineer had submitted the wrong paperwork, causing further delays.
January 2026 – Still no ETA, despite paperwork supposedly being submitted.
21/01/2026 – Finally given a fitting date for May 2026.
05/03/2026 – Fitter confirmed and chasing parts.
07/04/2026 – Told there is yet another error and the entire process needs to start again with a new survey.

After all this time, I am now back to square one.

This is not just poor service—this is a complete failure in basic organisation and management. At every stage, I’ve been given incorrect information, empty promises, and zero accountability. Different staff members say different things, no one follows up, and nothing gets resolved.

The fact that a company can take full payment upfront and still fail to complete such a simple job after nearly a year is unacceptable. It shows a serious lack of internal control and professionalism.

I have wasted an unbelievable amount of time chasing this, and the stress and frustration caused has been completely unnecessary.

Avoid this company at all costs. If this is how they handle a simple order, I would not trust them with anything more complex.

I will be taking this further and making sure others are aware of how badly this has been handled.

Ordered blinds paid £600 Deposit arranged fitting contacted fitter gone AWOL rang head office 3 times today and once yesterday supposed to turn up yesterday [protected] no show no call to cancel took day off work wasted tried contacting fitter could not get hold of him rang office they could not get hold of him. Hilary's Hilary birds tried to contact him no joy probably in a ditch in Wales pissed up tried to speak to his manager oh guess what he is on leave until Monday - warning avoid this company at all costs unless you want to be [censored]ed around and ripped off. Reporting to Trading standards to get my deposit back and also Financial ombudsman for compensation. Avoid like COVID.

We ordered 6 window shutters on 20th June 2025 and was advised that the predicted date for fitting would be the 2nd October 2025.
The fitter arrived on the 23rd September and attempted to fit 3 of the shutters, causing damage to one shutter, ( see photo). He left that day with 3 of our shutters still in his van, stating he would return the next day to complete the job, however he did not return and we have had no contact since.
We have contacted Hillarys head office on several occasions( 11 times) with no satisfactory outcome .
I have also written a formal complaint to their head office and to date have had no response.

After my initial consultation regarding my windows and what I would like on January 31, 2024, my shutters were scheduled for installation on April 24, 2024. The fitter also visited to check and set the date for installation. I had a confirmation email confirming the details on February 2, 2024. Order details:

Customer name: Jeanette Ellis

Customer number: [protected]

Advisor name: Mr Sullivan - EXAMSP

Contact number: [protected]

As a Therapist, I had no further contact with Hillary and cancelled three sessions so that I was at home when the fitting could take place. Each session is worth £184.08, so my daily loss amounted to £552.24. As I waited for the shutters to arrive at the scheduled time, 9 am, there was no sign of Hillarys or my shutters. By 9.30, I had rung the customer service line and asked what was happening. They informed me that they had been delayed due to trouble with shipping and that someone had contacted me. This was not the case, and I stated I had no voice message, email or text to say there was a delay. Although there was an apology, this did not help with the wages lost. £50 was offered as compensation, but this does not cover my wages. It is a peace offering. IAfter the phone I received a text the following day from the fitter which was not helpful and an apology from Hillarys saying they hope the merchandise would be with them by the 7th of May 2024. This is unacceptable. The wait is long enough, but to have to lose money not one day but two is unacceptable. I understand some things are out of your control, but to have no notification of this is appalling. Due to the delay, I will now have to cancel another day's work, so I would like some compensation due to the lack of communication. I look forward to hearing from you.

On December, 7th, I had shutters fitted. I was charged £1500 but had been told the second payment would be £1200. Please would you investigate this matter for me?

I love the blinds but the fitter threw ten boxes, polystyrene, screws and a can of Decorators Caulk into my back garden although I asked him not to! I am a 74 year old widow, living alone and what should have been a pleasurable experience was completely ruined.

Kitchen blind installed for account 9454142. CR4 1XR.

The rotating mechanism of the rod that rotates the vertical blind in my kitchen has broken. After several emails, in which I made it clear that I would pay for an installer to fix it, I received a barely literate response from customer services (5 grammar/spelling mistakes in the only sentence!) Finally someone else sent a spare replacement part. No instructions at all, not even a letter, and to top it all, it's not the right part. So I'm left with a blind permanently open, a useless spare part, and no professional to help me.

A subsequent reply simply reiterated the conditions of the guarantee, which I already understood; that's why I said I'd pay. They haven't addressed that I'm more than willing to pay for the repair, nor have they addressed that the wrong part was sent, and they don't seem to realise that I have no idea what to do with the part even if it was the correct one.

In 2017 I had Vertical Blinds fitted costing £1,500 in total - I paid the full amount straight away.

In early 2023 the vertical blind slats began to fall from the rail. I contacted Hillary Blinds customer service in August 2023 to tell them that they needed repairing. I left 2 messages for the local fitter but received no response. I then emailed [protected]@hillaryblinds to tell them the slats were no longer fit for purpose and that under the consumer rights act, which states that you can ask for refund within 6 years. I received a reply that I was out of warranty for the blinds (3 years) and that I had no recourse. I then wrote to the CEO of Hillary Blinds and received the same response via the local account manager.

Vertical Blinds normally last between 10 and 15 years but Hillary's only lasted 6 years.

All I am looking is to replace the pull chain for my blinds.

Where can I buy a new one from or can you give me an estimate?

My details are R.Patel contact me on [protected]

Origan invoice No [protected], 11/5/2012(Long time ago)

Order No EQ2839, Customer No 6434520.

The chain I am looking for is full length 200mm.

Looking for a quick reply, thanks

I first confirmed my order with Hillarys on 31.03.23 and was advised that 2 sets of curtains would be fitted 12.05.23.

On this date the fitter came but both sets of curtains were the incorrect length for the windows (measurements taken by Hillarys advisor).

Hillarys advisor came to view the error and assured us that this would be rectified ASAP. In the following weeks we had to spend a lot of time trying to contact the advisor and was eventually told that another fitting had been arranged on 22.06.23.

On 20.06.23 the fitter called to request that he came that day instead. Luckily my husband was able to get home to let him in. Alas, the curtains were again the wrong size. I immediately contacted the sales advisor who again said he would contact head office to get this resolved. I have heard nothing further from him (apart from when I have instigated communication and he has been unable to provide me with any details).

I have phoned the head office number twice, both times to be told this needed to be escalated to management and someone would call back. There has been no return call.

I have emailed twice, setting out the chain of events. I have not received a reply.

I am appalled by the level of customer care and due diligence here. I would not recommend Hillarys to anyone and on the contrary I would tell people to avoid them.

I telephoned Hilarys a couple of days ago to ask if someone could call to repair the broken pull on the blind.

So far I have not received a call back.

The blind was bought in March of this year so its not old.

I have always used Hilarys but I am not happy with the sub standard product.

I would appreciate it if someone would call me to make an appointment.

My land line number is [protected]. My mobile is [protected].

Thank you,

Kind regards,

Barbara Stucken Simpson.

We have used you since 2007 having last dealt with on a considerable scale with Michael Gwilliams.

Our bedroom blind this year has developed a hole which light in now coming through. I contact Michael to learn that he now only does an admin role with you but he referred me on to customer service and assured me that they would sort it out.

Having informed them of the issue I was told of your 3 year guarantee, something that had not appeared to be an issue when I contacted Michael. I am disappointed with this given the thousands of pounds that we have spent with you over the year and expect this to be dealt with.

Can I ask that you get back to me with a solution to sort this please as a valued and loyal customer.

I had blinds fitted on the 4/5/23 by advisor Gary, code 118443. There were two blinds missing, which he was confused about. The blind In the bathroom is too much to one side catching the cord holder and not central, furthermore it's catching when lowered which is only going to cause damage to the blind The one placed on my back door has movement in it where it's not fitted correctly.

I was advised by him to make contact with yourselves to request a refund. This has been a breach of contract due to losing the blinds and not being fitted as agreed. I do not wish to proceed with the other two blinds that are currently missing, I want a full refund of the goods brought. I have lost all trust in your company and wish no further dealings with you. Please contact me for video or evidence of movement on [protected] as your system will not accept more than one photo

Regards

Mr B Sandy

I had my initial consultation in July 2022, the salesman seemed rushed and I felt pressured into making a purchase, (an offer was made and when I asked how long the offer would be available I was told "It will be gone by the time I return to my car"!) I believe this kind of selling is not legal and have previously complained to you about this.

In October I had to call the salesman/rep/fitter out as two sets of blinds were "sticking" and would not close. At the time I queried whether it would be possible to "swap" the open/close rod to the other side but was told it would be too much trouble!
Just after Christmas 2022 I noticed the blind had pulled away from the wall and is now hanging, we are now unable to use this blind at all. We live in a park home and the rep was aware of the hollow walls and told me that special screws were used to combat hollow walls.

I emailed Hillarys last week and explained that this is not satisfactory and that I wanted the blind fitted properly but have not received any answer from them,
I find this level of customer care and aftercare dreadful. I at least expect an acknowledgement of my concerns and a plan of what action will be taken to remedy this.
Please do not send the original salesman to my home, I no longer have any faith in him.

Lynn Perrin

Invoice date [protected]. On this day we had 14 pleated blinds fitted to our conservatory roof, We were pleased with the end result, we had used Hillarys on several previous occasions and again were pleased. over time there became a need to clean our roof blinds with insect build up,dust etc I am in my 70's and not able to carry out this task so I rang Hillarys and was told it is not a service you provide. I began to look online and could find no one to undertake this job despite several phone calls. I then had two possibles call at our house sadly they could not help either principally because of the height involve. In between times I had rung Hillarys again to ask if the fitter could contact me to discuss and that of course I would pay for any work undertaken by him. That was many weeks ago to date I have received no contact from him. We payed over £2900 for these blinds and am now at a loss to know what I can do.