Hi Pavneesh,

Thank you for your review. We truly do appreciate your honest feedback, as we take feedback from our customers very seriously, and make every effort to ensure our high levels of customer service and satisifcation are maintained.

Our Lifestyle Clotheslines installer completed a clothesline installation for your mother on January 15th.

Our customer support team have thoroughly investigated your experience with us. We have been able to confirm three main points:

- every customer service request was followed up promptly and politely
- your installer completed a high quality and well functioning clothesline installation as per the manufacturer's instructions
- unfortunately, we were not informed of your mother's sensitive situation as this order was dealt with directly through yourself

It has been advised by our installer that you were present during the installation. The installer proceeded with the installation in accordance with your instructions, and the clothesline was installed as per the manufacturer's instructions at the shortest height available. It has been advised by the installer that once the installation was completed, you confirmed that the height of the clothesline was "good for [yourself], however said it might be a bit high for [your] mother." The installer advised that it had been installed at the lowest height possible.

We then received a call on January 17th from yourself notifying that the clothesline was installed too high for your mother, and that it needed to be lowered.

The mention of your mother's height and the need to cater for this was only brought to our attention after the installation had been completed, and we were never advised of your mother's height anytime before the works were completed (3 week lead time). This information is essential, as it requires us to organise a non-standard installation. It the responsibility of our customers to inform us of any special requirements they may have for their clothesline installation before the installer arrives on the day.

Following discussion with the manufacturer, we advised that we could proceed to rectify this issue for you. This would be a non-standard installation as it is out of the scope of a normal installation, and would require the clothesline to be cut and re-keyed in the warehouse at a shorter height to suit your mother's requirements.

We informed that this would be a reasonable fee of $50.00 incl. GST for a non-standard installation. Please note that this fee would have applied to the installation regardless of whether we had been informed of your mother's height before or after the installation.

This fee was declined by yourself and we then received a complaint from the Office of Fair Trading, lodged by yourself, in relation to your experience with us. This claim was declined by the Office of Fair Trading, after discussions with Lifestyle Clotheslines, and a mutual understanding between the two parties.

Following this, we then received acceptance from yourself to go ahead with this non-standard installation, which is currently underway.

Our team at Lifestyle Clotheslines has made every effort to make your experience with us the best it could possibly be. We find it very unfortunate to find this negative review in relation to your experience with us, as we do feel that we made every effort to ensure your complaints were dealt with efficiently, professionally and in accordance with our standard procedures, by all staff members here at Lifestyle Clotheslines.

We feel pleased to know that your mother will now be able to use her clothesline at a height suited to her requirements, and we do thank you for your time and understanding.

Regards,

The Team at Lifestyle Clotheslines

Still not resolved the issue. Claimed to have resolved the issue but noone has contacted me. Caveat Emptor!!

Hi Pavneesh,

When you advised us to go ahead with the clothesline height modification on January 31st, we processed this to the manufacturer immediately. This request is currently underway.

I have sent through a second follow up request today. You can expect to receive contact from the warehouse shortly to organise this.

Regards,

The Team at Lifestyle Clotheslines