Based on recent experience, I would not use this company again or recommend to anyone I know.
Having had the initial Sales consultation Mid-Oct and the Survey done at the end of October, we were promised the roof blinds would be manufactured and installed in time for Christmas. This never happened, and these were finally fitted in Mid-January following numerous issues on Appeals side.
They took the deposit on day we accepted the order and then a 2nd instalment paid on day the Surveyor was done. We had therefore paid a large amount of money at the end of October and then waiting 2 and half months for these to be installed (Money that was sat in their account gaining interest).
Installation date changed 3 times, firstly due to the 2 blinds produced being different shades of fabric, then frame and blinds were delivered and part of frame missing - 2 and half months later finally we had these installed.
However, to raise a complaint TINA RAWLINGS the Customer Service Manager will only accept communication by email, she will not speak to customers on the phone (and when you call the main number, I was told that managers or directors do not take calls), I have never come across a Customer Service Manager who will not speak to a customer when they have a complaint. Her email responses were rude, patronising, condescending and showed no concern.
If Appeal feel this is appropriate for customer service, I feel they have a long way to go in putting the Customer first. Due to all the delays, I asked to be compensated this I was told by Tina would not be considered until Blinds fitted, and final amount paid. The amount they gave was poor and did not reflect issues, delays and stress and not to mention the wasted days holiday taken from work, which also ended up meaning taking a day's unpaid leave. I was told it would take 5-10 days to be credited back, this never happened on time and yet more excuses when I had to chase for this, however at this point I was not surprised TINA RAWLINGS had failed again.
The sales advisor and installer were the only 2 people in the business who actually seemed bothered about the customers. read more
