If you want to be messed around then order from them

The experience with this company has been a nightmare! I contacted them & they booked someone to come measure. I sent my address & contact details and a date & time was confirmed. Right from the get go, there were problems. The guy that was to come measure, was given the wrong address for me. Instead of copying my address that I sent to them, they changed my address! They made my unit number in the complex where I live, my street address & completely omitted the complex name. So that first appointment didn’t happen as the guy went to the wrong address. We had to reschedule. He came the following day & measured. I got a quote later that day. Their offer was pay in full & get a cover in 1 week or pay a deposit & get a cover in 2 weeks. A week later I paid the amount in full. They confirmed installation for the following Saturday without asking me. I had to tell them that a Saturday installation was not possible since my husband works, I am out most of the day with my son for soccer & my helper doesn’t work on weekends. They then offered me installation on the Tuesday to which I confirmed. I had to cancel that Tuesday due to my dog having a seizure & me being out most of the day at vet. My helper was also going to take a few days off & I was going to be office bound that week so I asked if they could come that Friday. They rep**** that it was no problem. Friday came & went - nothing. Monday came & went - nothing. On the Tuesday by 12pm I had heard nothing so I followed up. Was told “let me check the install schedule” but never came back to me for the rest of that day. The following morning I again sent a message following up. They rep**** saying the rest of their week was fully booked - could they please come to me on Monday. I agreed. On Monday by 15h30 I had heard nothing & no-one had arrived. I followed up. I was then told the team was not operating due to the National strike - they knew they had booked me for that day. When they decided they would not work that day, why did they not contact me to let me know & reschedule???? I waited at home all day that Monday! I got a feeble apology & was told they would come on Wednesday. On that Wednesday the installers contacted me at 1pm to confirm they were coming. By 15h15 they called to say they wanted to come to me “in 15 minutes” which would have been around 15h30. I told them that was not going to be possible. My son has extra murals every day after school (he finishes at 2pm) so I am not home & my helper who starts work at 7:30am needs to leave at 4pm so there was not enough time (they told me they needed at least 45 minutes to an hour to install). The installers told me they would come to me “early” the next dat. I messaged the office about what had happened but got no reply. The following morning just after 9am I got a message from the installer to say they were coming to me “early”. But by 14h45, still no-one had arrived to install & no communication. They gave me a lame excuse that their phone had died & therefore their GPS was not working. They have no car chargers apparently & it apparently took HOURS to charge a phone???? No communication from the office either. I messaged the office & was told the manager would call me. By 1pm the following day the manager still hadn’t called me & I again messaged the office. By this stage it was 1 MONTH since I had paid in FULL to receive a cover in a week!!!! The manager, Thomas, then called me. I explained everything & he was very apologetic & assured me he would get it sorted. The installers had made contact again asking to come late in the afternoon (despite me explaining several times that after 3pm was not possible). I told them if they came by 2:30pm that day it would be fine as it was Friday & my helper leaves 30 mins early & I had to be at soccer with my child. They said fine. At around 2:50pm they messaged to tell me they are “inside & going to install quick”. I was very confused since no-one had rung my intercom & I had not opened for anyone & my helper said no-one was there. They sent me a photo but it was not my house! Again they had been given the wrong address by their office…. so they were at the wrong place! After the address issue with the people to measure, these pathetic people made no efforts to correct their records & ensure they gave their installers the correct address! 🤦🏻♀️ I messaged the office & requested they just return my money. They just ignored me & when I pressed for an answer I got a reply saying that they “didn’t know what to say”!!!! It was then arranged for them to come on the Saturday as my helper was going to be there in the morning working in some time she owed me. However it rained heavily that morning & I told them no-one should have to work outside in those conditions so it was cancelled. I was travelling on the Monday (27th of March) & told them they would have to come on the 4th of April once I was back. I had told them this earlier in the week & yet no efforts were made all week to schedule me in the morning! On the 4th of April they made contact & once again only came late afternoon (luckily my child was on school holidays & I didn’t have to take him to sports so I was able to be there). They STILL DID NOT HAVE MY CORRECT ADDRESS so there was an issue with that! Once they eventually got in, they left my gate wide open in the yard (thank goodness I had the foresight to lock my dogs inside based on the incompetence I had already experienced) & when they installed, the pool cover was terrible! It flapped open on one side, the edges looked like they had been glued back by a toddler & they broke my existing pole! I asked them to remove their cover as I was not prepared to accept it. I sent photos to them. I then checked online & found MANY complaints about this company (sadly I stupidly didn’t think to look before I paid them 🙈). I sent them screenshots a few of the complaints & their reply was that they also have many compliments & that they resolved all the issues on Hello Peter which I asked them to provide proof of but of course…. Nothing. 60% of the comments on Hello Peter are complaints….. I’ve requested my money be returned SEVERAL times but am being ignored. I was even told at one point that I must “log a return”. In my opinion, I did just that! I don’t see why after so many issues, they still feel it is right to make me send an E-mail to yet another e-mail address to ask to have my money returned! I’ve sent my banking details & requested a refund but they are just ignoring now…..