Copy of complaint sent to Hillarys:-
Dear Sir/Madam,
I would like to make a formal complaint about the lack of customer service I have received from your company, the shambolic way my shutters were eventually located and dispatched and finally the unprofessional way the shutters have been fitted.
Initially it took 13 weeks and 27 phone calls to get my shutters delivered. In the end I did manage to speak to a customer services manager, after 4 times being promised one would call me back but never did, and he told me my shuuters were in Nottingham still waiting to be dispatched - at this exact moment there was a fitter in my house fitting the shutters!! The shutters were being fitted on the day we moved in, which was obviusly not the best day and after the fitter had dropped a whole cup of tea over a table and some clothes he asked me to pay the balance of £1450.00 which I did with no hesitation and he said if there were any problems then we were to phone him and he would come straight back. On checking the shutters later that evening we found that 2 had been put on upside down, one had such a wide gap down one side that you could get your hand in it and see 5 screws and the mitres were not cut at the right angle. To be honest the whole job looked like a DIY job and not worth £1650.00.
We contacted the fitter, Mark, who said he would come later that week and give us a call back to let us know when. A week later we had not heard anything and after 5 more calls he said he would be with us on Monday at 3pm. At 4.30pm he still hadn't arrived so we called him and by the sounds of things he had forgotton (or had no intention of turning up). He arrived about half an hour later and as we were due to go out we left him in the house to rectify the problems. He admitted he had fitted 2 shutters upside down and he said he could see our point about the gap and the screws showing.
On our return one set of shutters did not open at all and the way he had rectified the screw problem was just to remove them which looks just as shoddy a job. We phoned him again and on the 3rd attempt he said he would come today at around 4pm. We phoned at 3pm and he said he was measuring something and he would call us straight back to let us know when he was going to arrive - SURPRISE SURPRISE He has never called back. My husband has now phoned 10 times since then and the call is ignored and does not go to answer maching to enable us to leave a message.
We have therefore paid £1650.00 for 3 sets of shutters - One does open at all, One has a large gap down one side and now screw holes left open and one has mitres that my 19 month old son could have cut better with his Bob the Buidler saw.
PLEASE PLEASE PLEASE CAN SOMEONE GET BACK TO ME AND EXPLAIN WHERE WE GO FROM HERE AND IF IT IS EVER LIKELY THAT OUR SHUTTERS WILL EVER WORK.
I do not want the original fitter, Mark from Chelmsford, back in my house as I think he is not only a bad fitter but very rude and unreliable. We trusted him enough to leave him alone in our home and yet he can't even return our calls or turn up when he says he is going to.
I am going to make it my mission to leave as many reviews about Hilarys as I can on as many review sites as I can as I feel your Customer Service is disgusting as are your products and your fitting.
Yours faithfully,
Rachael Smith
0 comments