Hi David,
Thank you for taking the time to share your concerns with us. We understand that the time from quote to final Install was not up to your expectations, and we sincerely apologise for the delays you experienced.
Your feedback is invaluable and helps us to improve our efficiency. We are continually striving to enhance our processes to provide a better experience for all our customers.
“Spent a fortune on custom curtains and blinds from Russell's for my new build townhouse, as I wasn't sure what I needed or wanted and thought I'd benefit from expert input. However, what I ended up with doesn't look great and doesn't function the way I needed it to. The living room curtains blow out the doors as soon as I open them, they don't stay drawn open the whole way, and I can't sleep with the windows open because the curtains are so rattley on the tracks. One of the blinds was manufactured incorrectly and there was no apology about the fact I had to wait another 3 weeks for it to be remade. There was no follow up contact to see how things had worked out. Next time I'll just buy ready-mades from Freedom.”
Dear Customer,
Thank you for your feedback regarding your recent experience with our curtains and blinds. We're truly sorry to hear that the products did not meet your expectations.
We apologise for the inconvenience. Your experience should not have been this way, and we appreciate you bringing these issues to our attention. We are committed to making necessary changes to improve our service.
If there's anything specific we can do to help, please feel free to contact us directly. We're happy to assist.
“We paid for our curtains in August, our installers have been 4 times and they are still not finished and it is now December. From the curtains being an incorrect length and having to be re sewn to bringing the wrong size and colour brackets it has been very frustrating for the money we have paid.”
Dear Customer,
Thank you for taking the time to express your concerns. I'm genuinely sorry to hear about the repeated visits from our installers and the frustration you've experienced. We aim to provide a smooth and efficient service, and it’s clear we did not meet those expectations in your case.
Your feedback is vital to our continued improvement, and I want to assure you that we are reviewing your situation. It’s important to us that you feel satisfied with your purchase.
Best regards.
“Requiring 4 installs including a remake did not impress me. I also find it offending to be asked for full payment before install. If you backed your work you shouldn't need that policy. What leverage did I have? Luckily for all parties there was never a question that the length was wrong each time and you quickly agreed to correct. However, 2nd time using Russell's and we've missed the wow moment of new drapes.”
Dear Jenny,
Thank you for sharing your thoughts with us. We’re genuinely sorry to hear about the multiple installs and remakes that you experienced. Your feedback is valuable, and we understand how important it is to get everything right the first time.
Regarding the payment policy, we strive to maintain a process that protects both our customers and our business, although we recognise it may not suit everyone.
It’s disappointing to hear that we didn't deliver that "wow moment" you were hoping for, and we’re committed to making improvements. If there's anything we can assist you with, please don’t hesitate to let us know.
Best regards.
Thank you for your feedback, Ann! We're thrilled to hear that you find the curtains and blinds perfect and that they look great in your space. If there's anything else we can assist you with, please let us know. Your satisfaction is important to us!
“Poor communication. "Tail" needed for install not brought by Russells installer. Ordered and then lost in post. Second ordered and given to electrician who then said "tail not needed" and blinds installed without tail. Now have tail here, which i have paid for and not needed. I feel i should not have been involved in the install (tail sent to ME by post) the items required for the install should have been brought by Russells to install.”
Dear Shirley,
Thank you for taking the time to share your experience with us. We appreciate your feedback and are sorry to hear about the miscommunication and the complications that arose during your installation.
This is certainly not the level of service we strive to provide, and we apologize for any inconvenience it has caused. I’ll arrange for one of our team members to contact you shortly so we can address these issues directly and work on a suitable solution.
Warm regards,
Michele
