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Customer Services
Dept.
On 31st October 2001 I visited my local Hillarys supplier and ordered a blind for my kitchen ( Invoice No. dated 10/11/2001 Order No. ). I paid a deposit and arranged for fitting on 28/11/2001. The blind was fitted to my satisfaction and I paid the balance bringing the total cost to £63.75. However later that night I was in my back garden when I noticed that the blind was completely transparent when the kitchen light was on. I was obviously quite surprised, why would anyone want a blind that becomes transparent when an inside light is on. I wasn't at all happy with the situation. The very reason that I bought the blind was for privacy. A few days later I called to complain. Unfortunately in contradiction to your guarantee the person I spoke to did not seem in the least bit interested. He even suggested that I contact the fitters in order to resolve the problem. How could the fitters resolve this problem? He also suggested that I may get use to the blind as it is! As I'm sure you will agree this is not an acceptable level of service. Your guarantee states that "Our endeavour is to ensure that you are completely satisfied with your purchase". I am not remotely satisfied and your staff did not seem particularly bothered. I have now had the blind replaced by a more reputable company. They have supplied a blind that is fit for its purpose. The reason for my letter is to obtain a refund for your blind. I am willing to deliver it to my local outlet or you may collect it. You have supplied a blind that is not fit for its purpose and under the sale of goods act I am entitled to be reimbursed. If you are not able to send a reply within a few days please could you acknowledge receipt and supply an estimated date for a full reply. If you require any further information please let me know. Yours Sincerely, Mr Andrew Horn Ms F O
I am writing in reply to your letter dated 11th January 2002. I have to say that I am astonished and insulted at your attempt to placate an irate customer. You must understand that it doesn't matter to me as to what you "feel" about the material that the blind is made from. The fabric is obviously not "see through" in daylight. If it was I would not have bought it. The whole purpose of a blind is to prevent light from entering a room and as a consequence prevent light from escaping. Your blind does not prevent light from escaping as it becomes "see through" when there is a light on inside the room. How is this an effective blind when it offers absolutely no privacy? Unfortunately you also seem to have ignored the vast majority of my letter concerning the poor level of service that I received when I telephoned your office and the bizarre suggestion that the fitters are to blame for the blind being "see through". The main purpose when replying to a letter is that you answer all of the points that are raised. In your next reply you will be courteous enough to answer my points and you will arrange for a refund to be sent. Please reply within fourteen days. Yours Sincerely, Mr Andrew Horn In
their Hillarys basically stated that the material is transparent even in daylight
and that they weren't interested in offering a refund.Their second letter
was even shorter and reiterates the information from the first.If you want
copies of these letters then please email me and I'll fax them to you.The
fabric that the blind is made of is fine in daylight but the minute you turn a
light on in the room it becomes completely see through. I obviously wouldn't have
bought the blind if I had known this.Hillarys is selling a blind that is
not fit for it's purpose.Thank you,
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