Any Rights on Made to Measure Curtains?

monkey82

hello, I am a (very!) long time lurker, but have only just had need to sign up - this is my first post, so please be gentle!
I have searched but can't find anything on this. I am asking this on behalf of my mum, who ordered some made to measure curtains in December, and still does not what she ordered.

Have tried to do this as briefly as possible but bit of a background...sorry.

She chose the fabric mid-Dec & placed her order, someone came out to measure up beginning of Jan (due to Xmas & bad weather there was a bit of a delay - fair enough). The full order with the measurements was then never submitted by the person who had measured, resulting in a 2 week delay.

She then waited a furher 6ish weeks before they were ready (bearing in mind the company promises between ordering & fitting is 2 weeks) and someone could come to fit them, however, when they were fitted, the pelmets were all different depths (she has 4 windows in the room of varying sizes), the curtains were the wrong length, and the tiebacks were all different (the fabric is wide horizontal stripes, two tiebacks were one colour, two were another colour, and the others were half & half - she didn't mind which colour she had but wanted them all the same)

She has tried & tried to contact various different people all along the process just to try to get updates, just keeps getting passed from pillar to post, eventually an area manager came out 2 weeks ago and agreed they were awful, and they should all be replaced. He then went on holiday for 2 weeks, came back on Monday, and still nothing has happened.

We are planning on writing a letter of complaint to head office, but I am just wondering if she does have any rights, I know made-to-measure is a bit of a grey area, but she doesn't want a refund, she still wants the curtains but we think the service & product she has currently got is totally awful & not what she ordered.

Any suggestions as to anything we are able to do, as she has now been waiting over 3 months for her curtains?

Thanks in advance & sorry if this is a bit of a ramble!

KeithP

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