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My DIY Blinds からの回答

2018年9月5日

Hello Bridget,
I have nothing further to report other than the details of the email I sent you below, and to say that our dispatch manager contacts the courier to raise a complaint the driver in question will be informed of the problem by the depot manager.

The courier do not then report back to us the out come of the meeting, suffice to say that if we as a company had a high percentage of damaged goods with any particular courier company we would not be using the courier in question, we have no wish to have to repeatedly remake customers blinds

If it helps ease your pain on the delivery cost of £8.99 it is subsidised by M2M I can assure you it cost more than £8.99 for us to send the goods out, and further more if you spend over £149.00 delivery is FREE regardless of how many blinds are on the order unfortunately as a company we can only do so much to help keep the cost down.


From: Made to Measure Blinds
Sent: 24 August 2018 13:54
To: 'Bridget McDonald'
Subject: RE: Blind Order M2MWEB28422


Hello Bridget,
M2MWEB28422
Thank you for your email and photo, I am really sorry you have had a problem with your delivery, I can assure you your blind did not leave dispatch in this condition, the consignment first goes to a courier hub and then is loaded on to a local courier van for your area, it may be the tube was in this condition when the driver received it, he had every opportunity to reject the consignment if he wished I can only take his word for it, but as I repeat it did not leave dispatch like this.

I am grateful for your communication with photos as I can bring up the situation with the couriers as the photos show the consignment has defiantly been through some sort of trauma upon it’s journey to you.

Thankfully it sounds your blind inside is all in one piece, if you have any problems at all, just support it with a picture and we will rectify the situation.

Kind Regards,

Peter
Made to Measure Blinds UK

My DIY Blinds からの回答

2018年9月5日

Dear Lesley
RE: Eight roller blinds ordered, four with chrome chains four with white chains only one supplied with chrome chain.
Thank you for your review I am beginning to wonder if the email that you provided within your order is working?
I have provided the details below of the four emails we sent you from the beginning to the end of our contract including the error we made.

1) Copy of order email sent Wed 08/08/2018 14:51
2) Order confirmation thanking you for your custom with fitting guide email sent Thu 09/08/2018 09:34
3) Details of order shipment email sent Wed 15/08/2018 07:57
4) Confirmation of parts ordered for incorrect chains, along with an apology email sent 28 August 2018 16:50

I personally took your call to inform us of the error that had been made with your order; I apologised for the incorrect chains and told you I would send an email showing you with a picture how to change the chains over a very simple job indeed shown at (4) above. Unfortunately a human error that was resolved straight away, as a company we continue to strive for 100% customer satisfaction but to be honest until we remove the human element that will never be achieved we all make mistakes it’s how your deal with them afterwards that counts.

You mentioned in passing that although you were not "overly concerned the fabric appeared a little plastic" I replied by asking you if you took advantage of our FREE next day sample service, I informed you two of the blinds you ordered are of a PVC composite and the remaining six are polyester, every fabric found on the website is provided with a full fabric description.

You informed me you did not use the sample service, as per our T&C’s we or any other company for that matter cannot guarantee 100% true representation of the images on the web due to differing monitors age and screen resolutions, we advise customers that if there is concern for the colour or weave texture to order a sample first, you declined that option.

Our company policy is clear if goods are lost, damaged in transit or incorrectly manufactured we will remake the blind in question period and in a timely manner.

However as I am sure you will understand that the blinds are bespoke made for your windows only and cannot be taken back remade or refunded because you don’t like the fabric, had you requested a sample first then your personal opinion could have been adverted with all due respect.

We have spent considerable sums of money time and effort to provide accurate images and true colour representation. I am happy to report I can count on one hand how many complaints we have received to that regard.
Thank you for your custom your blinds will provide many years of trouble free service.
Kind Regards
Peter
Madetomeasureblinds