Pole Design Reviews

Name: Pole Design
Address: 44 High Street, Newport Pagnell, Buckinghamshire
Rating: 4.64

4.6 Rating 496 Reviews

91 %

of reviewers recommend Pole Design

Company Reviews

Metrics

Info

4.6

Based on 496 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 87%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	4.7 out of 5

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Phone:

0345 241 1242

Pole Design 5 star review on 1st October 2023

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I decided the pole I ordered was a little too wide in diameter and asked for an exchange. I received no response. I'm not very impressed by the customer service.”

Helpful Report

Posted 1 year ago

You purchased the pole in May and then contacted us nearly two months later in July. The timescale of this is outwith our terms and conditions for returns. Please see our returns policy which is located in our Terms and Conditions Returns Policy You have the right, in addition to your other rights, to cancel the Contract and receive a refund by informing us by email within 14 days of receipt of the Goods. You must include your order reference, the name or code of the items you are returning and the date you placed your order. We will then issue a returns code and instructions on how to return the item.

Posted 1 year ago

“Weak material, during installation of 2 poles piece on support fell off due to door touched the pole while checking if we need door stop to be put, another pole cracked and finial knob deformed, paying £100 per pole quality expected to be higher”

Helpful Report

Posted 2 years ago

This does not sound like a faulty product but damage incurred on installation. We are however happy to look at images and further explanation. If the product is found to be faulty it will be replaced.

Posted 2 years ago

“The curtain pole was missed off the 1st delivery and over a week later after I made numerous emails and phone calls to locate it’s whereabouts it finally arrived. Very poor customer and delivery service....I will not be using or recommending your company again.”

Helpful Report

Posted 3 years ago

Because you inadvertently signed for both packages we had trouble locating the pole which had been left on the van. We chased this up immediately. This did take a few days and glad that you have now received the pole which was delivered yesterday Saturday lunchtime. If you had not received we would have had no problem sending a replacement FOC.

Posted 3 years ago

“Made several orders to Pole design. To be fair 2 of the orders were great, exactly what I ordered and did the job fabulously. However, the order of a pole in "Distressed Gold" on arrival the only thing distressed was me having waited 2 weeks (not a major issue) I could have done better had I painted it myself!!. Provided feedback (to try and help) and was basically told I hadn't checked it properly (yes I did) had focussed and photographed only on one part (all parts were the same), If I saw it hanging up I wouldn't have noticed!!! It certainly did not match the picture as shown on the website. Very disappointed :-(”

Pole Design 2 star review on 19th March 2021

Helpful Report

Posted 3 years ago

We are sorry you are unhappy with the customised finish however you could have ordered a free sample in advance so you would know what to expect . You were also notified on order that this product had a two week lead time as it was custom made. It was sent out within the two week lead time as promised. We followed your complaint up immediately with the Manufacturer and their comments were that they would not send the poles out if they were not OK. In this case, the owner of the company actually applied the finish himself. The order was part of a whole batch of Distressed Gold orders for numerous customers that were all finished at the same time. All were fine and there was no negative feedback from other customers. Nothing has changed in decades. Same powders, same lacquers, same technique. If you weren't able to see the background colour under the gold, then it would be a solid gold not distressed. If you only look at one of the brackets and look closely and photographed it in isolation, then you may be ignoring the larger picture.

Posted 3 years ago

“The communication from Pole Design and the delivery service were poor. I was sent an email by Pole Design to say the poles would be delivered between 8am and 6pm last Thursday and would require a signature. My elderly mother went to my flat at 8am to wait in for them. During the afternoon I emailed Pole Design to double check they would definitely be arriving that day and received an email response from Pole Design confirming they definitely would be. But they never arrived. The next morning I emailed Pole Design to complain and ask for a specific delivery slot as we wouldn’t be able to wait in again and have had no reply or apology from Pole Design whatsoever. The poles were delivered on Friday and left in the porch. On the basis of the poor customer service from Pole Design and disorganised delivery service (with no specific time slots unlike DPD) I would not recommend the company. I have yet to check the quality of the products. In response to your reply: Your customer service is dreadful. You did not grant me the courtesy of a reply to my last email. The delivery took much longer than advertised and once it had shipped it arrived the day after it was expected. My 85 year old mother waited at my flat for 10 hours and it didn’t arrive despite you assuring me it would. I’m not sure how you can defend yourself. I certainly won’t use your company again for any of my properties and will inform my friends and professional contacts about my experience.”

Helpful Report

Posted 3 years ago

We do not provide or offer delivery slots for curtain poles and accessories as this is not a service provided by the Specialist Companies that deliver these goods. The Companies used by all our suppliers are for long and heavy goods and not via DPD who may provide a timed service. We are sorry they were not delivered on the day expected but Courier Companies are still getting up to speed with things due to COVID19. If you are not in you are carded and then you can arrange either to uplift the goods or have delivery another days. I feel this is very unfair.

Posted 3 years ago

“I ordered a curtain pole and was told it would be delivered on Wednesday 20th May. Part of my order arrived on Saturday 23rd May in a badly damaged box. I’m still unsure as to when the actual pole will be arriving! I emailed customer service and was told Covid 19 was to blame... I will be requesting a refund when the actual pole arrives!”

Helpful Report

Posted 3 years ago

We are sorry the item arrived late , however we haven’t had the chance to look into it yet because it’s the weekend. We will investigate first thing on Monday morning. Just to clarify the item inside was not damaged just the outer packaging which is doing its job. You have now decided you want to return the undamaged items which we will arrange. A negative review here seems totally unsubstantiated.

Posted 3 years ago

“Great product but very expensive delivery - for a product that cost £2.51 to purchase I was charges £7.46 delivery. Won’t use again.”

Helpful Report

Posted 5 years ago

Our delivery charges are clearly stated on the website prior to purchase and the item was dispatched on a signed for courier service. The customer had asked for a free metre sample of the tape which we were not able to provide. This is a grievance complaint nothing more.

Posted 5 years ago

“Poor communication late delivery”

Helpful Report

Posted 5 years ago

The goods were ordered late afternoon on a Friday. The customer was advised of a 3/4 working day lead time. Dispatch with tracking emailed in advanced for delivery on the following Monday. We apologise for the 1 extra day in getting the goods to you but we were responsive at all times. We do not accept your comments as a valid complaint. Lead times are estimated,

Posted 5 years ago

“I finally received my order and whilst the brackets were fine, the packaging was completely destroyed which could have resulted in damaged goods. I informed Pole Design - with photos - who responded by telling me my complaint was passed to Tuffnells - but no apology was made by Pole Design who I purchased from.”

Helpful Report

Posted 6 years ago

The Client's order was dispatched on schedule within 2/3 business days and she was notified as out for delivery by Tuffnell's on Wednesday 19.07.17. The goods were misrouted by Tuffnells and then delivered on Monday 24.07.17. The customer emailed us at 6am this morning to tell us that the packaging was damaged and that the goods were damaged. She emailed us again 10 minutes later to tell us they were not damaged and to ignore her email. She then then emailed us an hour later wanting an apology for the damaged packaging. We believe this person is behaving unreasonably and the review is disproportionate and we do not want to deal with her again. Of course if the goods had been damaged they would have been replaced immediately and without question.

Posted 6 years ago

“Goods delivered were ok, but delivery firm was terrible. Did not deliver when expected and when phoned and new date was arranged didn't turn up. Eventually re-arranged for delivery to work address which always had someone present in working hours.”

Helpful Report

Posted 6 years ago

We are sorry you had problems with the delivery Company. Due to the nature of the product we have to use a specialist Company who we find normally very reliable, however they cannot always work round schedules when people are at home. We are glad you are happy with the products supplied by Pole Design

Posted 6 years ago

“My first order did not arrive on time. After 11 days, I sent reminder email and it arrived soon after. My second order arrived on the day specified, but was sent to the billing address, not the shipping address.”

Helpful Report

Posted 7 years ago

We apologise for the slight delay with your order and that it went to the billing address. This was an administration error.

Posted 7 years ago

“My expensive curtain pole was delivered whilst I was out. I expected the delivery driver to require a signature, but obviously not, as the pole was put over my side gate. No note was put through the door to tell me it had been delivered to this place I found pole by chance! The pole has some minor scratches and the wrong endcaps. I phoned Pole design who said they would get back to me by email. Four days later no such email has arrived just a link to review, hence negative review.”

Helpful Report

Posted 7 years ago

Dear Sarah We are sorry that the delivery people left the pole without a signature and that the pole was damaged. As soon as I was notified of this I contacted our Supplier on Thursday afternoon. You need to allow 48 working hours for us to investigate with Tuffnells. The factory is now closed until Monday morning. I feel this is very unfair to leave such a negative review when we have not had the chance to investigate. We will get back you on Monday morning with a update and we will of course send out a replacement for the damaged pole.

Posted 7 years ago

“Whilst the product is excellent, the main concern I have is with the after sales which after many calls and emails I have still not heard anything! I needed an additional pole and since I did not hear from anyone after spending almost 600 pounds, I have placed an order online on Thursday for a neo pole and paid as well and was expecting ' a next day delivery' but have still not heard from anyone...”

Helpful Report

Posted 7 years ago

Dear Anupreet. Your order was placed and delivered on the 11th July. You did not confirm the parts you wanted to return until 23rd August when you came back from your holiday. This was then outside our 30 day Returns Policy. We spent a lot of time assisting you with window design to make sure you got what you wanted.. At no time did we state that we could cut Neo poles to length prior to delivery but we indicated on the invoice what length you should cut each piece with a hacksaw to fit your window. Your latest order has been processed on a free next working day delivery service. Your account was updated just after we received your order both with a Processed message and a Dispatched message with the tracking code. These may be in your Spam or Clutter file for which we cannot be held responsible. I have also emailed you separately this morning with screenshots of these. Your order is out for delivery today Monday 17.10.16 between 9am and 5pm.

Posted 7 years ago

Pole Design is rated 4.6 based on 496 reviews