Unprofessional
Unprofessional. I was shouted at by David, the owner of the business and my integrity questioned all because I asked for a £50 discount (less than 10% of the total order) because of the experience I’ve outlined below. This behaviour is unforgivable and so I vehemently recommend working with another business.
Incompetent. We paid for Made 2 Measure to come and measure our bay window. David turned up to do this. When the fitter arrived to install the SilentGliss rail, it did not fit correctly. Speaking to the fitter, it was clear that he was fed up with how many times this happens and how nobody at Made 2 Measure has learned from the repeated mistakes. Clearly, I was not the first and sadly I expect I won’t be the last. To fix it, Made 2 Measure asked the fitter to take the measurements and order the rail himself, therefore demonstrating that Made 2 Measure does not know what they are doing.
No product knowledge. We visited the store to discuss rail options for a bay window and after some conversation, we selected one. When David visited our home to do the measuring, he told us that the rail we’d selected did not look nice when front fixed, i.e fitted to the wall and not to the ceiling. So, we went back to the store and selected another one. Two weeks later, David called to explain that the manufacturer had rejected the order based on what he’d submitted and we’d have to have the original rail that he’d talked us out of. Not only had we been told the rail we had to go with was going to look ugly, it also caused a further 2 week delay. I was so unconvinced by Made 2 Measure, I ended up calling SilentGliss directly to question some of the advice they’d given us. My suspicions were correct as they confirmed some of the things I’d been told were not correct.
Awful customer service. The expectation was set that everything should be concluded in circa 3 weeks. In total, it took 3 months. I had to chase on every occasion asking for updates. Once the fitter had received the replacement rail, I provided David with a date option that was 2 weeks in advance so we could finish the job when we came back from a holiday. Two weeks later, I’d heard nothing, so I called to see if the fitter was booked in and unsurprisingly he was not. In fact, it was clear that the fitter had not even been contacted. When David did message him, the fitter didn’t respond because he was likely on Easter holiday. Finally we got a date for the following week. The only time David did call me was when they wanted the final balance. At this point, he found the time to chase me for payment for the next 3 days, including the very evening the rail was fitted in full knowledge of what a disaster the experience had been. David had a habit of speaking over me trying to not listen to what I had to say. It’s rude and frustrating.
Accountability. It is OK for things to not go to plan and Made 2 Measure did pay for the mistakes i.e. the new rail and the cost of extra fitting time. However David tried to position all this as something that was above and beyond and said that they won’t charge me for these extra costs. As a customer, I would not expect to pay to fix issues that are all linked to the fact it was measured incorrectly to start with, especially when we’d paid for them to come and measure in the first place!
Charges - If you do want to waste your time and order from them. One piece of advice, get all the charges itemised and listed on the order. Every item clearly and concisely with product codes. I’d also suggest double checking it with another provider as their product knowledge is extremely poor.
In summary it took 3 months, a lot of my time to chase, shouted at, my integrity questioned and still presented with a bill to be paid immediately and in full. I can’t suggest more strongly that you do not put yourself in the same position and avoid making contact with Made 2 Measure.
