Recently one of our Duette blinds failed because of a broken cord. I Contacted Thomas Sanderson Customer Services Department fully appreciating that the blind was out of guarantee but was shocked to be told that they did not offer a repair service and, unbelievably, were not able to recommend any firms who could. I was so startled by this response I was moved to contact them again to check that the information I was given was correct considering the blind was supplied by a company, that according to their website, “is passionate about supplying custom made blinds - where service is at the heart of what we do” Sadly the response was the same coupled with a somewhat hollow apology. I then asked if I could be advised as to how we could remove the broken rebated blind as it was fixed to a French door making it difficult to use. Understandably the person on the other end of the telephone was not able to advise me how this could be done and offered to get someone to contact me with advice. Despite this reassurance I did not receive a follow up call. Fortunately, a local firm was first able to instruct us over the telephone how to remove the blind and then, despite not supplying it, were able to restring and replace the broken cord. I really appreciated this fantastic customer service and now wish I had purchased all our Duette blinds from a local firm instead of being seduced by a national company who totally failed me when I had a problem. In my opinion the quality of service offered by a business is not judged by the absence of problems but how they solve problems when they arise. Thomas Sanderson failed this test totally.