Terrible service from the Trellidor Durban branch

Hi

I purchased electric blinds for my home/office from the Durban branch in June 2018 . I used Trellidor as I thought it is a reputable company and I won't have any hassles with regards to its products or service. These items are not cheap items they are pricey and I expected them to be good quality.

When the technicians installed these items, they were installed incorrectly, outside of my window frames. When I liased with them they had insisted it was correctly done. I then contacted the branch. They sales consultant John who had assisted me arranged for the technicians to come out and readjust these blinds, but this time the tiles on my walls had already been damaged. Despite that I accepted the outcome. A couple months later, the blinds started to make a terrible noise when you open or close them. Shortly after one of the blinds completely stopped working.

I contacted the branch and spoke to the Director Mathew who had sent the technicians out to rectify the problem. They had come to my property but were unable to solve the issue. They informed me that they had to send the blinds back to the manufacturer and it would take approximately 14 days to repair/rectify. They also advised my mum who had been at home at the time to put newspaper or bin bags on the window. I did not buy premium products to be given this advice for my home/business.

Irrespective I contacted Mathew again and advised that if the products continue to be problem then I do not want them and they should remove it. A couple days later they returned the products and Mathew had assured me nothing was wrong it had been a problem with the remote. The technicians came out again and reinstalled a few hours after they left the blinds were giving us a hassle again.

They advised me they would have to remove blinds again. I emailed Mathew again stating I did not want these products, who kept telling me the suppliers with repair it and ignored everything i said to him about not wanting these products and wanting a refund. I explained to Mathew that I had bought the items from Trellidor. I then contacted Trellidor Head office.

Kevin Bonner had assisted and contacted the franchise. A short while later Mathew had messaged me and informed that Kevin and the supplier had agreed to the refund. He also asked if we could rather do a product exchange and not a refund. A few mins later I responded to his mail and advised I did not want the exchange and that I wanted a refund. I got no response. I sent numerous emails to him to get the blinds removed so we could process the refund and I could find an alternative for my home/office but I got no response. 3 emails and a week later I contacted Kevin once more who appointed Jonty from head office to contact Anthea the manager of the Durban branch .

Finally after they intervened I got a response. The branch contacted me and arranged for the blinds to be removed on the 26-02-19. The technicians came through and removed the blinds. The branch had not given me a date as to when my refund will be processed. It is now going on 2 weeks and they have not confirmed when my refund will be processed. Must I now attached newspaper and bin bags to my windows of my home/office and wait until your branch decides to process my refund ? What kind of pathetic service is this? Does your branch feel that because you are a franchise you become exempt from following your consumer procedures? I'm extremely disappointed with this branch of Trellidor and never expected this service. Everything I send them an email for which they have no answers they blatantly ignore my emails until I have to go and contact head office for help. What kind of customer relations do you have at your branch?

This is pathetic and I refuse to wait any longer for this refund. Not only do you dodge my emails but Mathew had also ignored my mail about my tiles being damaged, which I have just been leaniant about. When I bought the blinds I paid in full, and it takes 2 days for a payment to go through. I am waiting 2 weeks. Furthermore like I've stated prior, I did not buy the blinds from your supplier Taylor blinds I bought the blinds from Trellidor so as a client of Trellidor I do not need to wait for your supplier to do anything, your company is responsible to process my refund. You guys need to sort yourself out at your branch. This is terrible service.