and from official site
OH DEARY DEAR!!!!!!!!!!
I, along with numerous other advisors, have suffered from orders not being delivered in time to meet fit dates. I appreciate things get hairy when the peaks are on but I have already had 2 cases in January. Life is like that - some days/weeks are ok and others are rubbish.
However, the biggest bugbear I have is Hillarys slow response to their 'foul-ups'. Delivery missed last Thursday for fit yesterday. I rang on Thursday, explained the blinds, 2 x vert, were urgent fits following a fire and the family moving back in. They would courier them to me for Saturday - good thought I.
No delivery Saturday.
Ring on Monday to be told they were finished on the 16th, a courier had been ordered and they would chase despatch for response to what had happened and where are the blinds?
Nothing heard so I ring today.
I am told that the person who sent the email is away until Friday and we can't access their emails to find out what the response is!!!!!
What kind of Heath Robinson outfit is this? How can a £90m business have a system of communication that is based on person to person and doesn't allow others to pick up their work in their absence? Why isn't there someone with authority to intercede and manage these situations? What the hell do the managers do anyway? Do they have any clue what is happening at any one time? What system, if any, is in place to resolve these things quickly?
It now appears that Hillarys idea of 'active customer error management' is to wait until your next delivery - but can't guarantee me it will be on it! Don't they realise any company's service level is judged by response to problems and errors - not how well things are done in the first case.
The customer thinks we're a bunch of xxxxx - just lately I can't bring myself to disagree.
The lack of detailed information in the handbook on measuring and fitting different blind options is appalling. After 18 months I have very little experience with pleated blinds but got a call to a customer who wanted tab pleated at one end of his conservatory. Out comes the handbook - no help at all. I have to DOR the first lot as I can't get them to fit (that's 6 x £20 advisor error). The next lot I measure to edge of glass each side and top to bottom. I fit one - customer complains of the gaps and invites me to view some sandersons pleated he has had fitted in another conservatory. The headrail on these blinds are the width of the glass (same as mine) BUT THE FABRIC EXTENDS 1.0 CM OUT EACH SIDE OF THE RAIL. There are no gaps at all. This is a much better product than ours which looks agricultural alongside it.
Why did he come to Hillarys?? He thought he would get a sanderson - style blind for less money.
This job remains unresolved as of now - watch this space.
Plug That Gap!
Reference the above.
The customer doesn't want any gaps so he doesn't want any Hillary blinds. Hillarys have acknowledged the shortcomings of these blinds and have cancelled the order, along with my £120 hit. It's an ill wind .....
"Pleated blinds sir? You'd be better off with venetians. Or you could try sandersons .... "
That's OK in most instances but I had one the other day where if I had shortened the centre spacer the end louvres would have come away from the edge of the blind as there was no overlap allowance at the ends. Customer not happy but just told her to complain to Hillarys after ensuring that I got payment from her. If Hillarys want to sell this rubbish we have to take all the flack from customers nad find ways of convincing them that there is nothing wrong with product dispite knowing otherwise. I would probably advise friends and family to get blinds from another supplier though as could not knowingly sell this poor product to people who know and trust me! What a sad state to be in!
OH DEARY DEARY BLOODY DEAR
