BHS Made to measure curtains & refunds

Woob

Hi there, it's my first post fuelled mainly by grumpiness after unsuccessful visit to BHS so please be kind

We ordered some made to measure curtains from BHS for our living room a couple of weeks ago after taking in the dimensions of the window. At the time we relied on the assistant somewhat having never ordered curtains before, who explained it would need extra added over the size of the window, and quoted based on that. We specified at the time the dimensions were the the window and not the size of the curtain, and went away happy knowing they would take a week or so to arrive so paid up and left.

Today we picked them up and were disappointed. The curtains were literally the same height as the window, and so as they were made with eyelets and if hung properly would end up 3-4 cm above the ledge of the window. We've taken them back to BHS and asked what they can do, the same assistant was there and called over her manager. We were told they would need to talk to the manufacturer's to see what they could do and would call us back tomorrow, but at the very least it will be a charge for the next size above (£20+) plus a potential re-manufacture charge! We said we would wait for their call but would dispute any extra charges as they already a few hundred quid for one set of curtains.

What I don't understand is that when I asked for a refund I was told it was not eligible as was made to measure. I explained that this was not mentioned on the back of the receipt for payment, which said there was 28 days for refunds with stated exceptions such as DVDs, pillows, etc but nowhere does it mention made to measure. Are they trying to fleece us here? I was sure that if it wasn't stated on the receipt as an exception we would be able to ask for a refund? Especially as we were mis-advised on our purchase, why should we pick up the tab when their staff make mistakes?

Grrrrrrrrrr!:mad:

OlliesDad

They are right in saying that they don't need to refund as this would be over and above your statutory rights, but if they aren't as described, that is a different matter.

The problem is that you would need to prove that you ordered the correct product. As they have received dimensions from you, i'm not convinced that you will be able to prove it.

If they aren't willing to accept their mistake, i would accept the charge, as annoying as it may be.

Woob

Yes, it did turn into a bit of our word against the sales assistant, who categorically stated we never told her they were the window measurements. I even took the bloody piece of paper with measurements I took two week ago that shows them as inside the window, and there were 3 of us there at the time!

If they weren't so awkward and unhelpful I would maybe be more accepting of a charge for the new ones but we were basically told we were wrong and they always ask for the curtain dimensions. At the moment I'd just love a refund and go elsewhere!

Anihilator

Firstly if the next size up cost £20 extra then you pay this regardless as you cant expect them cheap

Secondly you should have known the size you needed and ultimately you better hope for BHS to help you out as you have no legal grounding

wuckfit

Anihilator wrote: »

Secondly you should have known the size you needed and ultimately you better hope for BHS to help you out as you have no legal grounding

No need to be so aggressive about it. The OP clearly stated that they'd never measured for curtains before.

:rolleyes:

This is a tricky situation. Unfortunately with made to measure items you're goning to have to rely on goodwill. However as you explained to the assistant that you'd given the dimensions of the window only, the assistant should have been competent enough to advise you how much extra material you'd need.
Hopefully the store/manufacturer will see what's happened. If it were me, I'd be expecting to meet somewhere in the middle (sorry, pun not intended) with regards to getting a satisfactory outcome.
Hopefully you'll learn from this experience and know roughly how much to add on the next time. I don't know what the rule of thumb is, but I'd go for between 4 -6 inches longer drop than the window, and at least half as wide again for the width when working out what size I'd need. I dare say there's a curtain expert lurking, ready with the correct answer, as mine is just a guess.

pinkshoes

Have you got a copy of the actual order form? Did it specifically ask for the window dimensions, or the length you wanted the curtains? If the former, then it's their mistake, and they should rectify it. If the latter, then you'll have to cough up for the modification.

scullster

I would simply be arguing with them that they know more about curtains than you do, so it is reasonable for you to quote and requote just the window dimensions to them - you set out with the facts that you knew and relied on their "expert" judgement to correctly advise the size of curtain to be made.

Hopefully the manager will come around to that but it is largely your word against there's at the end of the day.

MissOptimistic

Hi there, I am sorry about your experience with BHS, it sounds to me like the inexperience of the staff member has been your problem. I am the 'expert' it was predicted would be along soon! - I run my own business and website for 'made to measure curtains' If you need any more help or advice, please pm me as I am aware that I am not allowed to promote my own business, but I do have all the information on my website about how to measure for eyelet curtains (which the sales assistant should have known) and also your rights regarding the return of made to measure products. Hope that helps x

p6dde

I bought on the 20% discount day with BHS, ordered on the 22md November and was given an estimanted 3-5 day delivery still not arrived. Called the customer svcs team and after holding for ages the answer machine states all our reps are busy call again. Never in the last few working days been able to talk to any one. No e-mails accepted. all in pay the extra 20% and go somewhere else. All in from start to finish my experience of shopping in BHS has been a nightmare. Too many little problems to list. The same day I bought from M & S, Debenhams and boots, all arrived and was update from start to finish. maybe BHS could learn a little customer care!

System

the SA should have told you that taking the actuual window size was not ideal , did you have a track/pole in place , did your measurements account for this ? if not she should have told you to go away and get the track width and the height from the track to the required length.