I was replacing my existing blackout roller blind with perfect fit blinds. I had discussed at length with my consultant that the light seepage at the side of the blackout blind was quite annoying, as my neighbours have solar lights on all night. He recommended the perfect fit blinds. Whilst reviewing the fabrics he suggested the Marco fabric which I was pleased to find also came in blackout. At the time I didn't note the name of the blackout version so I signed the order form and ordered the blinds. Once installed, I was disappointed to see that they were not blackout. My consultant said this was what I had ordered and left.
As my husband is extremely sensitive to light at night, he has had several weeks of disturbed sleep.
Over the next 3 weeks I made numerous calls to the Hilarys team and they were unable to provide any resolution, referring me back to the consultant. The consultant revisited my house and viewed the blinds. He acknowledged that the Marco Blackout version had a different name and that indeed I had discussed the light issue with him. He stated however that if the mistake was made by the consultant, they would be personally out of pocket for any refunds/exchanges, and the cost of my 8 blinds was approximately £1000. He said he would go away and see what he could do. After a few days he informed me that he couldn't refund/exchange for free, but he could provide a £400 discount on any future blinds I get done.
I was left feeling like this was my mistake, but my only mistake here was not to double check the consultants work when he placed the order. I know for a fact now that he selected the wrong fabric name in error as he was quite aware that I wanted blackout blinds. I am unhappy with the treatment I have received as Hilarys have furnished nearly all my windows and I have already spent several thousand with this company. The whole experience has been quite upsetting for both myself and my husband.