I placed an order for shutters with Hillary's on 17th April. I was informed by the rep that they would be 6-8 weeks. After 16 weeks of not hearing anything I contacted the Customer Care line (26th July) to be told that they had "they have just arrived in the country today". When I asked what had taken so long the adviser who I must add was very nice (Sherry-Anne) said that she didn't know.
I asked why had I not been contacted about the delay and she said that she had no idea as they wasn't anything on the screen. The adviser also informed me that me order had been changed by the manufacturer as it wasn't practical (I had ordered what the sales rep had suggested). I then left two messages on the sales reps phone, one on his land-line and one on his mobile, this was on the 26th July. I also sent an e-mail to shutters team via the e-mail address given on the order form. As I hadn't received a reply by yesterday the 31st July I rang customer service again and spoke to the same adviser (who again was very good). I explain that the shutters were now 10 weeks over due and I was seriously concerned about the lack of contact from Hillary's and she informed me that she would leave a message on the sales reps phone. Sherry-Anne came back to me to inform me that his answer machine was on, so the sales rep "may be away on holiday" (a little surprised that the organization doesn't know when staff are on holiday) I then asked for an e-mail address to register a complaint. The adviser kindly gave me a different e-mail address which I sent an e-mail to. My e-mail was deleted today without being read. Tomorrow I will take this further. What's happened to good service?
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