Just sent the following to their managing director

Dear I am writing to you to advise you that I am very unhappy with the service I have received from Hillary's Blinds.

Having recently moved house I contacted your company between Christmas and New Year to arrange an appointment to get a quotation for blinds. I received email confirmation that the person I dealt with would visit my home between 3pm and 6pm on the 30th of December. At 11.30 am on the 30th I received a call from him stating that he would be at my home in 20 minutes. I advised him that I had arranged my working day around this appointment and that we would need to stay with the agreed time of between 3 and 6pm. He told me that I had got the time wrong and that he had a personal commitment that meant he would not be able to attend the meeting between 3 and 6 pm. No alternative date or time was offered and I ended the call.

Approximately 30 minutes later I received a call from a lady at Hillarys asking me what had happened as the person I dealt with had posted a record in your system saying he had visited my home but I was not in. I subsequently sent an email confirming I was unhappy with the service and I received a response from a lady saying she had forwarded my email to his manager.

Despite the above I arranged another appointment for one of you advisers to provide me with a quote on the 5th of January 2016.  I explained to the adviser that I was Keen to order and get the blinds fitted as quickly as possible as I currently dont have any window coverings in the bathrooms. He told me that the next fit date was the 16th of Jan but if I placed the order he would receive it on the 14th and his fitter would do the fitting on the 14th.

Based on this I confirmed by telephone later in the day that I would be going ahead and he returned to my home and took a card payment of £700. He advised me that I would receive confirmation of the order within 24 hours which did not happen.I called him 2 days later and subsequently received an email confirming the order.

I called the adviser yesterday ( the 14 of Jan ) to check what time they would be coming to fit the blinds. I received a call later that morning from his fitter confirming that his delivery from Hillirays had been delayed and he would let me know when he received it and what time he would be able to be at my home to fit the blinds. He later called me to say he had not received the full order and he was arranging a special courier so that he would be able to fit the blinds on the Saturday the 16th. This was subject to his wife being OK with him working on a Saturday.

I have called him numerous times during today I received a txt from him a 11.45 this morning saying the following

"Hi Im just waiting to hear from my account manager then will call u........iv not got ur blinds so going to try to sort a carrier for u cheers "

I left numerous messages and he finally called me back a 16.30 and asked me if someone  had called me , the answer was no.

I have subsequently tried to cancel the order and get a refund. A lady in your customer care department has advised me that as I was notified 2 days ago that the order was not complete and that I can not cancel or have a refund. She has advised me that the next delivery will be on Thursday the 22nd and he will contact me to see when he will be able to fit the blinds but there is no guarantee that it can be done anytime soon. She also was unwilling to give me your email address so I am sending a copy of this email to you in the post.

A few points,

1/ The service your company provides is shambolic.
2/ You need to have a serious look at the quality of the people you are taking on as franchisees.
3/ / At no point has anyone stated in the last two days that my fitting date of the 14th or latest 16th has been cancelled. In fact I have been fed consistent lines about special couriers, fitting on Saturday afternoon etc.

I have wasted more than 2 weeks with your company and I need to get window coverings for my home. Can you please confirm to me by latest 19th of January that my order has been cancelled and that Hillarys Blinds will be crediting back to my bank card the £700 I have paid ?

I can then contact a professional company who can do the job properly.

Kind regards