“Good but poor customer service.
I ordered a stock size sheet of film erroneously and they wouldn’t exchange it even though it had never been out of the box.
They pointed me to T&Cs but it’s basic customer service really. Plus it’s contrary to distance selling regs as it wasn’t a bespoke or personalised product.
They didn’t care though.”
“Possibly the worst and most unprofessional business I have had the unfortunate experience of coming across in a very long time:
1. No order confirmations, receipts or delivery information provided
2. Order delivered with errors - when trying to get the situation resolved, no ownership taken by employees.
3. Film damaged in several places.
4. The installation package that costs £14 is primarily repeat items that already come for free, aside from a cheap spray bottle
5. Employee who answers the phone on every occasion- Tracey - assures you that someone will come back to you "ASAP". The reality was that after several phone calls and frustrated emails, no-one came back to me which meant constantly having to chase.
6. All employees claim that no emails have been received, aside from one to Lissa, despite replying to previous emails sent by Tracey and Simon "to check the system was working."
7. After being hung-up on by Tracey, speaking to Simon (probably the most decent person I spoke to there... Simon needs to move to a better company, he's wasted where he is), again I was assured that Management would phone me back... unsurprisingly, they didn't. That was until I sent yet another frustrated email... seemingly, in the words of Lissa, the manager, she "didn't see the need to pick up the phone, she's far too busy to call back everyone, that's why I have a team."
Lissa also hung up on me after I explained the difference between aggressive conversations and assertive conversations... she simply didn't like being told, in an assertive tone, that she was providing a far from below decent service and that if her team say that a customer can expect a call back from her, then she should feel the need to carry out such tasks. I do not like to have my time wasted by those satisfied with providing bad customer service.
Eventually, after a lot of my time being wasted by Lissa and her team, it was agreed that I would receive a refund instead of a replacement film. Taking into account the above point 7 only, this is the attitude of their management, and that is clearly trickling down to Tracey and other members of the team. Bad service is cultivated by bad management.
Our experience has been passed on to Trading Standards now, and while they can't really do anything about poor attitudes, they can look further into the lack of receipts and order confirmations sent out by this firm. With any luck, no one else will have such unfortunate experiences with these people.”
“Very poor packaging. The film wasn’t rolled around a central tube and it was just pushed inside a flimsy box. The box was flattened and the film creased. Film was unusable as the crease marks couldn’t be removed. Thrown in the bin and purchased a replacement piece from elsewhere.”
“I cant comment on the product as I only just installed it. Regarding the company, the film was external, it has a sticky side. The instructions were for an internal film, which would not have any sticky and would be held by aerostatic forces. I asked the company for installation instructions for external film and they said "its the same". After struggling along on my own with best guesses I'm pretty sure this is false and I made a big of a dogs dinner of the installation.”
“I ordered a length of Willow Reed film to provide some privacy to my vestibule door. All the pictures on your website illustrate a pattern in a vertical application. The film I received was in a horizontal pattern, not what I wanted. I didn't feel your website wasn't straightforward regarding roll length and roll height. I thought I'd ordered the correct way but obviously not. I wanted a vertical pattern that was 76cm wide by a roll length of 200cm, my confusion lead to this situation.”
