“What a nightmare the sales consultant turned out to be. The "custom made" drapes were surposed to match the existing drapes in our home in terms of pleat style and fabric fullness. The pleat style was correct but the pleat size was smaller hence less fabric was used and the fullness required not achieved. These are custom made drapes and can be made to the specifications required. When addressing the matter with the consultant that I had told her I wanted the drapes to be the same as the ones I already had, she claimed that the conversation never happened. She may as well called me a liar. Our email communications regarding the quotation leading up to the order being placed showed several attention to detail issues with the consultant so I'm unsure how I got this one discussion point wrong when there was email evidence of her many errors. The matter was escalated to the area manager who convinced me to give them a chance to put things right so credit to her. Unfortunately all of her good work was soured when issues arose with the third party installer who also had his own way of doing things that didn't meet the so called "Russell's promise" of best quality, price, and experience”
Dear Dean,
Thank you for your honest feedback. We're truly sorry to hear about your experience with the drapes and the subsequent communication issues with our team. Ensuring that your custom orders meet your expectations is a top priority for us, and it’s clear we fell short in this instance.
While I’m pleased to hear that our area manager tried to assist, it's unfortunate that other aspects of your experience haven’t reflected our commitment to quality. I will address this with our team to ensure we improve moving forward.
Please don't hesitate to contact us if you'd like to discuss this further.
