Feeling the pinch!

[blindmansam]

Aug 12, 2008 16:11:59 GMT @Flippin heck said:

I hear the powers that be have decided that it would be rather nice of them to allow customers that ring in to have the first option of having the same agent out to them again.
Is this not a case of bolting the barn door after the horse has gone? That is exactly the reason why so many advisors had to dual trade, note had to and not wanted to.
Why has it taken around 5 years for someone’s head lamps to come on and think, ohhhh, this might be why we have lost so many long term advisors and that may be why ex long term advisors are doing quite well thank you very much and Hillary’s are not, from what I have heard. Maybe its what’s know as -too little too late. They cant say they were never warned either as enough advisors told them.

Utter Bullrubish !!!!

I for one was PROMISED this very action , to get all retained customers.

And i DIDN'T Happen ................................EVER!

Even FSM stated the same .

They are ALL bent as a nine bob note !

The Spin is SPINNING ! This time OUT Of 'KIN Orbit!

[blindmansam]

Now that the kids are back at school , perhaps we can sell a few blinds!!!

[dratsab]

Ha ha ha he he he



Author's product rating:


Advantages: Made me laugh .
Disadvantages: Waste of time .

Recommend to potential buyers: no

Full review
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I have just had somebody from Hillarys come to measure up and give me a quote on wooden venetian blinds for two 4ft wide windows.
The quote was £622.00!!!

John Lewis supply the same sort of blinds for £55.00 or £75.00 each, depending on the wood. I can fit them myself and save £472.00.
A friend had vertical blinds installed on all the front windows of her 1930's bay-windowed semi for half of the price I was quoted.

Clearly Hillarys are trying to rip me off and I can only assume it is because others have actually considered such crazy pricing to be acceptable.
Anyway, the quote was free and at least I had a laugh but if anybody knows of a reasonably priced company in the Surbiton area I would be glad of their details.

[dratsab]

Advantages: I've learnt a lesson
Disadvantages: No blinds !

Recommend to potential buyers: no

Full review
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Terrible service.
Just before moving house on we received a leaflet from Hillarys Blinds advertising a Half Price Easter Sale, this seemed like perfect timing as we wanted to have blinds in most rooms of the new house rather than curtains. I called Hillary's the day after moving and they said they would send somebody around the next day to give us a quote.

We had an advisor come around who quoted £1000.00, this seemed very expensive however we really didn't know what blinds cost and we were told it was a really good deal. I asked about the half price offer and was told that the only products on half price were those that they couldn't sell as they wanted to get rid of the stock, certainly not what the TV advertisement or leaflets were implying. We did however gullibly accept this.
I wasn't keen on accepting this quote on the spot so the advisor told us that if we did, he should get the blinds by the following Friday when he would call and would come and fit them himself! We decided to accept this offer, but then I noticed the quantities of blinds on the paperwork did not add up to the amount of windows he was quoting for! He said it was a mistake and corrected our paperwork - and his own copy with a biro, and said he would get it changed on the order also. I signed his corrected copy.

Hillarys quickly took £300.00 from my credit card as a deposit.
The following Friday came and went, annoyed that what we had been told was not correct, but we accepted that maybe things were getting knocked back a couple of days because of the Easter break. We still had not heard anything after 3 weeks so I called Hillarys Blinds to find out where the blinds were and not only had they not made them, the quantities were incorrect as the sales advisor did not call and correct them like he told us he would! I was told this would be chased up with the advisor and sorted out.

I was hoping to at least get a call back to let me know what was going on, but I didn't, so the next morning I called back again and found out that still the complete order for blinds had not been entered! I was told pretty much the same thing again so again waited for an update. Nothing again, called back that afternoon and still they were doing nothing to get this order sorted out. The person I spoke to this time did however say she reported it to the Area Manager. I was later told they would need to send another advisor to measure again(?!?) but that it wouldn't be until the following Monday (4th week). Well that day has come and gone and not even a phone call to make an appointment let alone a visit.
We have now had to put curtains in the bedrooms upstairs as we continue to wait. We still have nothing in any downstairs windows.

Other relevant information:
Hillarys blinds advertise free fitting, measuring, and advice, however they themselves sell blinds that you fit yourself at www.web-blinds.com/ for considerably less than we are being charged, and we were told we were getting a "3 for 2" offer also, that simply does not add up.

The claim that the blinds on offer are ones that they can't sell also does not add up, as I am also told they manufacturer blinds on demand and do not sit on stock. Seems to me that the incredably thin "buy one get one free" blinds have been manufactured just for the offer.
Both the "3 for 2" and "buy one get one free" offers are being "offered" without revealing how much the products actually cost, or did cost before the sale as the agent comes up with a quote him/herself, how can advertising these offers be legal? (It reminds me of the never ending DFS sale scam that The Bulls* Detective reported on!)

Advise (just in case there is anybody else out there as easily conned as we were): never agree to a quote while the advisor is still there.
I wonder how many customer deposits for unordered blinds are being used to fund the current TV campaign, which has turned into a Spring Sale.

Still waiting for blinds....

[dratsab]

Advantages: None
Disadvantages: Lots of hassle

Recommend to potential buyers: no

Full review
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Dont Bother with Hillary's!!!!
We had the guy round to measure up on the thursday, flash harry had them measured in seconds and was already on with the quotes, no way was it half price as advertised but it was a few pound cheaper than the local blind shop, so we went with it he soon had his pocket computer out taking the deposit and off he went, oh he did leave us his number, told us he would ring on the monday heard nothing still nothing 2 weeks later. Tried to ring the fitter, rang numerous times with no answer or returned phone call so rang the hillarys number spoke to two customer service people with no joy at all so rang again demanded to speak to manager, they spoke to the fitter he said he was fitting them the next day ( news to us as we were both at work that day). Was no longer interested and after then reading other reviews on here demanded a full refund and would never reccommend to anybody as it's just not worth the hassle you have to go through. They will try to fob you off from speaking to a team leader or manager but you must insist on this as their attitude towards the customer is more proffesional and if you insist on a refund they are in a position to give it to you. By the way the lead time is 3 weeks on any blind so don't let the sales advisor tell you otherwise!

[dratsab]

Advantages: Absolutely none
Disadvantages: Customer care & the inability to be understanding .

Recommend to potential buyers: no

Full review
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Absolutley awful experience. I was told blinds could not be made anywhere how i wanted them so i trusted the sales man & settled for what the man said could be done & paid 50% of the total. A week later i was told by another company they could be made. On trying to cancel my order i was told they had already been made & could not be cancelled. I explained there had been a misunderstanding between myself & the sales man. They wouldnt listen & instead of being understanding are now trying to take me to court for £165 !!! Its a real shame large companies such as Hillarys fail to be customer focused. I would urge people to use a smaller local firm. Steer well clear of Hillarys blinds or watch out if things go badly with them !!

[dratsab]

Advantages: None
Disadvantages: Too many to list !

Recommend to potential buyers: no

Full review
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Ok, here's my go, bought some roller blinds from Hilarious, realised next day I didn't actually like them, and fell for the hard sales tactic, was informed on trying to cancel that the cooling off period didn't apply as they were in the process of being made! Blinds came, fell apart, when I rang 'Customer Services' I was informed that as the agent was a franchisee, and no longer worked for the company, I had no contract with them, and therefore the guarantee was void.
I felt pressured to sign on the night, the blinds were mis-measured, are certainly not the quality that the company implied. One was fitted over the back door, and the only way to open the door, is to have the blind open a foot, then open the door.

Upon removing the blinds, there are several holes drilled into the upvc facia of the window, obviously he'd had problems finding a suitable place to fit.
Whatever happens don't buy from this crowd, I'm setting up a website especially for HIllarys Customers, keep an eye out for it, if you've had similar problems!










does anyone know where the website is?

[dratsab]

Advantages: none
Disadvantages: stress time off work ripped off

Recommend to potential buyers: no

Full review
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the advisor came and told me 350.00 but talked of cash back on fitting of 100.00, left a quote for 350.00 and went. got a call from hillarys told them im not bothered they offered to do it for 200.00 said ok the advisor rang said he would be out tue or fri took both days off work no one came, he said he meant the following tue or fri no one came more days off work, customer services say sorry i will be HEAVILY COMPENSATED , after paying 200.00 on visa by phone comes out fits them when just wife there ( only me there when quoted ) damages wall , fits them too close to open windows or too far away in living room so window ledge cant be used says to wife thanks thats 200.00 she writes cheque and signs paper to say happy with fitting . i stop cheque and complain to customer service they just pass it to debt who say wont do nothing about damage untill pay stopped cheque amount and will take us to court. surely they havnt got a leg to stand on ... i hope any help out there ?

[dratsab]

ASA Adjudications
Hillarys Blinds Ltd
Colwick Business Park
Private Road No 2
Colwick
Nottingham
NG4 2JR

Number of complaints: 2
Date: 30 April 2008
Media: Television, Leaflet
Sector: Household
Agency: McCann Erickson






Ad
A leaflet and a TV ad for Hillarys Blinds:

a. the leaflet was headed "BLINDS FITTED IN TIME FOR CHRISTMAS - ORDER BY 14 DECEMBER." It showed several room settings with Roman, Venetian, Roller, Vertical, Pleated and Woodweave blinds and wooden shutters." Text inside the leaflet stated "Up to 50% off and fitted in time for Christmas! Order by 14 December" and "Trust Hillarys to fit your new blinds in time for Christmas." Text on the back of the leaflet stated "THERE'S STILL TIME TO GET NEW BLINDS FOR CHRISTMAS AND SAVE UP TO 50% - HURRY, ORDER BY 14 DECEMBER" and "CALL NOW TO BOOK YOUR APPOINTMENT 0800 XXX XXXX Or book online ..." Small print on the reverse of the leaflet stated "Order in time for Christmas date only applies to made-to-measure blinds and does not apply to Shutters, Awnings or Canopies. Subject to availability."

b. the TV ad showed blinds in various room settings and stated "There's still time to get your home dressed up for Christmas with a new blind from Hillarys! But Christmas is nearly here, so call today and you could save up to 50% off selected blinds ... order by December 14th and get your blinds fitted for Christmas! Book online or call now on 0800 XXX XXXX." On-screen text stated "On selected blinds. Subject to availability" and "Order by 14th December for pre Christmas delivery."

Issue
A recipient and a viewer challenged the claims in the leaflet and the TV ad that customers who ordered by 14 December would have their blinds fitted for Christmas.

The CAP Code: 7.1;3.1;16.1
BCAP TV Advertising Code: 5.1;5.2.3

Response
Hillarys Blinds Ltd (Hillarys) said the TV ad had run from 1st November 2007 until 7th December 2007, and the leaflet campaign from 5th November 2007 to 7th December 2007. They said the offer stated that orders must be placed by 14th December, and explained that they had ended both ads a week before that date so as not to drive demand too close to the 14th that it would make it difficult to fulfil the offer. They said that, from previous experience, there was a typical four-day delay between the customer calling them to book an appointment with an Advisor and the actual date that the Advisor was able to visit the customer. Hillarys explained that they had a nationwide network of self-employed advisors who visited potential customers to offer advice, measure up for required products, submit customer orders and return to fit the purchased product.

Hillarys explained that they had estimated the number of orders they would receive during the advertising period on the basis of past records of their year-on-year performance, as well as their experience of peaks and troughs in demand based on seasonality. Hillarys said that, whilst they received a similar number of overall orders to that which they had expected, based on previous years' Christmas campaigns, the pattern in which those orders were received were significantly different to what they had come to expect. They explained that they received 12% more orders than expected in the final weeks of production prior to the fitting before Christmas period. They said they believed that was due to a general trend of customers leaving their Christmas shopping much later before making purchases.

Hillarys said they had pre-planned strategies to ensure that anticipated orders would be fulfilled. These included organising additional deliveries and investing in external carrier solutions to supplement their existing delivery network, adding additional shifts in their manufacturing facilities to ensure the product was available to ship as soon as possible, inviting their entire Advisor network to road shows around the country where they discussed tactics for the anticipated busy period, and weekly senior management meetings from mid October to ensure that business operations ran smoothly in the run up to Christmas.

Hillarys explained that they used different 0800 telephone numbers across their full range of advertising and marketing materials. They said that each 0800 number carried a code which was recognised by their telephone system when a call was taken in the Hillarys Contact Centre. They explained that because each individual TV ad and leaflet had its own 0800 number and code, they could calculate the number of leads generated by each media. Hillarys sent data which showed the volume of leads and orders generated by both the TV ad and the leaflet.

Hillarys said the TV ad accounted for approximately 6.5% and the leaflet for approximately 15.5% of the total amount of leads they received during the advertising period. They said they received 2% more leads in total than they had expected. Hillarys explained that 96% of the orders placed as a result of the TV ad had been fitted before Christmas, and that 96% of the orders placed as a result of the leaflet campaign had also been fitted before Christmas. Hillarys said 134 customers who responded to the TV ad did not have their blinds fitted before Christmas, and that for customers responding to the leaflet that figure was 316.

Hillarys explained that all of those customers who did not have their blinds fitted before Christmas were contacted by their Customer Services Team with a view to offering an alternative solution. Of the 450 customers contacted, Hillarys said only three cancelled their order and were given a full refund. They said the remaining customers were given a later fitting date and some also received a discount. Hillarys said that, while they were extremely disappointed that some customers' orders could not be fitted in line with the Christmas promise, they took some comfort from the fact that only three customers cancelled their orders.

Hillarys said they had recently held a performance review meeting to reflect on their service in the run up to Christmas, and to discuss possible changes to the process. They explained that there were two factors beyond their control which had made it difficult to comply with the pre-Christmas delivery promise made in the leaflet and TV ads. The first of these was the unanticipated surge in orders towards the end of the campaign, which had not happened in previous years. They said their estimation was based on a constant flow of orders during the advertising period. Secondly, Hillarys explained that they had experienced a different product mix than they had anticipated. They said historically one particular type of blind had only accounted for 4.6% of the mix during the pre-Christmas period, but that orders for that style had increased to 7.4% in 2007, which was an increase of over 60%. They said that product was a significant cause of their failure to fit blinds in time for Christmas, because demand for that item unexpectedly out-stripped supply.

Clearcast said they asked Hillarys to confirm that, in every case, if customers ordered blinds before 14th December they would receive them by Christmas. They said Hillarys had confirmed that to them in writing.

Assessment
Upheld
The ASA noted that Hillarys had estimated the number of orders they were likely to receive based on previous years' Christmas campaigns and their past experience of seasonal demand for their products. We acknowledged that Hillarys had put in place strategies to try and ensure that the anticipated extra orders received as a result of the TV and leaflet ads would be fulfilled. We noted that Hillarys had been surprised by the surge in orders towards the end of, and after, the campaign, and that demand for one particular product had been especially unexpected. We also acknowledged that Hillarys had contacted all of the customers whose orders would not be delivered before Christmas and had offered them a full refund or alternative, later fitting date. Nevertheless, we considered that those 450 customers amounted to a significant number of customers who did not have their blinds fitted in line with the pre-Christmas promise. We therefore concluded that the claims "blinds fitted in time for Christmas - order by 14th December" in the leaflet, and "order by 14th December and get your blinds fitted for Christmas" in the TV ad, were misleading.

The leaflet (a) breached CAP Code clauses 3.1 (Substantiation), 7.1 (Truthfulness) and 16.1 (Availability of products).

The TV ad (b) breached TV Advertising Standards Code rules 5.1 (Misleading Advertising) and 5.2.3 (Qualifications).

Action
We told Hillarys not to repeat the ad. We advised them to seek guidance from our Copy Advice team when preparing similar ads in the future.

[dratsab]

ASA Adjudications
Hillarys Blinds Ltd
Colwick Business Park
Private Road No 2
Colwick
Nottingham
NG4 2JR

Number of complaints: 1
Date: 1 October 2008
Media: Leaflet
Sector: Household
Agency: TBWA






Ad
A direct mailing was headlined "RED HOT SALE". Text on the front cover stated "Hot summer savings in our half price blinds sale". Text inside stated "Half price summer savings on all these beautiful blinds Vertical blinds Roller blinds Roman blinds Venetian blinds Blackout blinds Pleated blinds Conservatory blinds".

Various images of blinds were shown. Text below "Vertical blinds", "Venetian blinds", "Roman blinds", "Conservatory blinds" and "Pleated blinds", stated "HALF PRICE". An image of blackout blinds was shown but was not labelled "HALF PRICE". Small print on the back cover stated "Red Hot Half Price sale applies to specially selected made-to-measure blinds only ... The photography used is to give you a taster of our range and may not match the discount shown".

Issue
The complainant objected that the mailing was misleading because it did not make clear that the discount applied to selected blinds only and did not include the blinds featured in the leaflet.

The CAP Code: 7.1;27.4

Response
Hillarys Blinds Ltd (Hillarys) said 80 products, which represented 10.6% of their range, were available for half price during the Red Hot Sale; this included blinds from their roman, roller, vertical, venetian, pleated, blackout and conservatory categories.

They said they had no plans to use the direct mailing after 29 August 2008; in their next campaign they had featured only images of blinds that were included in the promotion and had stated "50% off on selected blinds" in both the body copy and the terms and conditions. Hillarys said they had met with their local Trading Standards office to help ensure their communications were acceptable.

Assessment
Upheld
The ASA noted Hillarys said products from each of the categories listed in the direct mailing were available in the promotion and the small print stated "The photography used is to give you a taster of our range and may not match the discount shown".

Because the ad stated "Half price summer savings on all these beautiful blinds" we considered consumers were likely to expect all blinds in the listed categories, and in the images shown, to be half price. Because the promotion applied only to selected made-to-measure blinds from each category, and not necessarily to the images featured in the ad, we concluded that the ad was misleading and likely to cause unnecessary disappointment.

The ad breached CAP Code clauses 7.1 (Truthfulness) and 27.4 (Unnecessary disappointment).

Action
The ad must not appear again in its current form. We welcomed Hillarys assurance that future ads would include only images of blinds included in the promotion and would state "on selected blinds" in the body copy.

[dratsab]

Advantages: none

Disadvantages: costs more money than the discounts given

Hillarys Shutters - as a supplier to them myself I felt good about order from them. The order was placed early December - they banked the cheque late Jan. I lost my phone line for 1 week causing me a loss of business, other accounts were affected too. Their reaction it is my fault! Delivery promised later Jan - now March and hey I might get them in the next week - yipee - again not their problem as they kept me informed.
The fact that they don't care I will never use them or recommend them seems to me to be really absurd - never heard of customer retention or customer satisfaction or word of mouth - obviously now we know why they spend so heavily on advertising - no repeat business.
Any discounts originally received have been overwritten by my loss of monies and business. Hey don't worry apparently it's my problem too. When did the customer get to be ALWAYS WRONG

Summary: Will not use or recommend again but hey they don't care anyway

[dratsab]

Advantages: None

Disadvantages: incompetent fitters, terrible communication, incompetent accounts dept, ignores complaints

I recieved absolutely appalling service from Hillarys Blinds.

Not only did they make a mess of fitting the blinds, TWICE, taking 9 weeks before the blinds were fitted correctly. Then they forgot to invoice me. When I contacted them and requested an invoice, they got it completely wrong. After I contacted them twice more, they eventually sent me a correct invoice, then followed it 5 DAYS LATER with a threat of court action and credit blacklisting for none payment!

They have never apologised and have ignored three letters of complaint.

Possibly the worst company I have ever dealt with.

Summary: Hillarys blinds - The worst company I have dealt with - terrible service

[dratsab]

I got a call on the day saying they weren't coming round but they would try and get someone else round. 3 hours later I rang head office and was told he was double booked but he would be round next.

3 hours after that I rang head office again and they now told me that noone was coming round at all, so basically they lied last time.

I'll take my custom elsewhere.

[dratsab]

Advantages: ?

Disadvantages: Extremely poor customer service and an MD that avoids complaints

In short I would never use them again. The local advisor got the measurements wrong, a front roller blind was manuafctured the wrong way, the Roman blinds in the conservatory looked like sacks, and were poorly installed. Touching each other, not level, mechanism sticking....

After months of haggle stopped short of sueing them when an 'employee' rather than self employed advisor remeasured and refitted new blinds. The result is better but the taste is bitter.

Summary: Use a local small company that cares

[drarsab]

Bad Points
Customer services and services after the guarantee run out.
Also the honeycombe blinds are not as insulating as they seem from the advert.

General Comments
The blinds I bought from Hillarys Blinds were ok for a year until one of them broke. It took 3 weeks from the first call and I am still waiting. Apparently they forgot to come and pick it up. The repair takes minimum of 2 weeks and about 2 more weeks with delivery. My blinds are not under the guarantee anymore, so for this poor service I have to pay as well. I think they should take care about me as an existing customers as much as they did when I was a new one. And here I see I am not the first one to have a bad experience with their customer service who really didn't seem to know what they can do with my broken blind.