Carol E

WORST SERVICE EVER!!

I am so disappointed in this company's service. My bad experience started as follows. Early in January, ​I phoned them about a crack in my blind - my domestic cleaned my outside blind and called me to show the crack in my window. On the 29th of Jan, I had to email them stating that I am still waiting for their reply. Which they eventually came back to me per email saying that I should liaise directly with Martin their factory manager and they gave me his cell phone number. After which I tried phoning him 3 times, left messages and didn't get any reply from him. I emailed them, communicating all of this. On the 30th of Jan, Edita emailed me saying that I am welcome to phone their toll-free number and if Martin is in the office, she will take the phone to him. After doing this, still no success. So later that afternoon, I emailed again, stating that I am still waiting for Martin to contact me. Then finally on the 31st, they mailed back stating that the crack in my window (I had to send a photo), isn't a crack, but looks like a cut, which is probably due to a burglary. And that in all the years of their manufacturing, they have never seen a case of "cracking and hardening" - which I seriously doubt! She also said in her email that they checked their records and that my guarantee has expired in Aug '17. That firstly is wrong, since I bought the blind on 12 Aug 2015, and I have a signed 3-year warranty against HARDENING AND CRACKING! Which means my guarantee only expires in Aug '18. Then, I know for a fact that it wasn't an attempted burglary, since I live in Silver Lakes Golf Estate which is a high-end security estate, and I am sure if someone tried to rob me, I would have known. I also live by myself, so it couldn't have been children, etc. I emailed them all of the above info on 4 Feb. Late on the 5th of Feb, I had to mail again, stating that I am still waiting for a reply. Then finally in the afternoon on the 6th of Feb, they replied stating that they have changed suppliers since they installed my blinds due to an enormous price hike. The new suppliers soon after my blinds were installed only offer a 2-year guarantee. And they still fighting that my window isn't cracked, and insist that it was cut???!!! If they are so sure of this, why don't they send someone out, to check, then they won't think that I am lying? Then they also attached a quote to fix it, which came to R400. I obviously mailed them back saying that their switching of companies, has nothing to do with me and my warranty, it's their problem. I also said I will pay the R400, but don't agree with them and know for a fact that when my domestic was said to wash the plastic, this is what happened. Then on 7 Feb, Edita emails me and says I hope you understand that you will need to bring the blinds in yourself??? What?? So they expect me to drive 150km to Benoni and back, two days later again 150km to the factory and back to drop a blind? Me, as a woman of 71, living on my own must take it off and install it again?? I am still under guarantee with this blind until Aug 2018! I have never come across a company with such bad service towards a client!