verified email -
15 Aug 2016
When I read all the positive reviews about them on this website I certainly did not expect to be writing this review. However, based on my experience with them and the service I got and the attitude which I was shown, I feel compelled to let other potential customers know so they can make an informed choice.
When I first called them, I was spoken to nicely and given a reasonable indicative verbal quote over the phone, which I thought was good enough for me to continue with them. I was then told that someone would call me back to arrange an appointment. After waiting for 2 weeks and not hearing back from them, I called again and I was told they are really busy. When I requested for things to be expedited, I was then told they could send me an email the same day with an invoice based on the measurements I had given them, and if I approved the invoice they would arrange for someone to come out and progress with a firm quote and installation. I was told this would speed up the process for me. I agreed and gave them my email address but again heard nothing for 2 more weeks.
I then called them again to say I was disappointed with the service and wanted to lodge a complaint. I was told the right person was not available (he is evidently on outside calls most of the time) and that I couldn't be given their contact mobile number either. I told them I had called to give them a last chance to rectify things and they had until the end of the day for someone to call me back before I was forced to put a negative review about them.
After all this, I then did get a call back. However, they didn't seem interested in listening to me, and instead, when I asked them to at least apologise for the inconvenience and delay I had encountered, I was specifically told that they didn't need my business and if I was unhappy that I should go somewhere else. There was no empathy or regret from them for the fact that I had now wasted over 4 weeks just for someone to get back to me and we were continuing to face the cold winter in the meanwhile (the shutters were intended to keep the bedroom warmer during the cold Melbourne winter).
They basically just said they were really busy and that if I wasn't happy with the service so far then I should look elsewhere. I have taken their advice and found another business who were really competitive with their quote, have excellent reviews and seem to care far more about their customers.
