I am yet another disgruntled customer. I am only sorry that I didn't read all the reviews about this company before I ordered ! Having dealt with them before on 2 occasions ( Roman Blinds & Shutters) I thought I was dealing with a reputable company. I think the measure of good customer service is how they deal with things when something goes wrong. On previous dealings there had been no problems. Previously I had dealt with the sales person and the fitter. Both of whom very Knowledgeable, courteous and professional. I had not had the misfortune of interaction with the customer service team. This time, having placed my order with a different salesman but equally Knowledgeable, courteous and professional I paid just over £1, 000 up front (balance due on fitting) and was told the fitter would be in touch soon (within 72 hours) to take the exact measurements etc. After 3 weeks I had still not heard anything I began to chase it up. That was the start of my experience with the customer service team. They did not ring without being chased up several times and then excuses about the fitters all being on holiday. I said, what for a whole month! No-one had thought it courteous to explain there might be a delay. I was asked ' You do know how long it takes for shutters?' before I'd explained that no-one has yet taken the measurements! I was put through to 3 different people and then put on hold for so long the battery in my phone died. I waited for the person to ring me back but they didn't so I rang back, waited in a queue for a further 15 mins. I was then told someone would ring me back, which they did only to tell me they couldn't get hold of the right person because she 'd gone out for lunch. Just before 3pm I received a call with yet more excuses and was told she couldn't get hold of a fitter and was due to go home for the day so she'd ring back tomorrow. When I commented that Hilary's customer service was diabolical and a shambles, she replied that it was a wonderful company to work for and that she had been there 22 years. Well, I pointed out that Good Companies are also concerned about keeping the customer happy. Then she said I'm sorry you are wound up but I have to go and will ring you tomorrow. We will see if she does indeed ring back.
I have since spoken with the Salesman (Self employed, not an employee of the Company) who has been extremely supportive and helpful and he is trying to sort things out.
I now feel unhappy about dealing with this company, however. They have promised the shutters will be ready by Christmas. I would not bet on it. Hillarys make a big play about reputation etc. and they are not cheap.The Customer Service really lets the Company down.
