Elmet curtains: Company ignoring my email correspondence

e_e0835

I'm stuck in a cycle of non-communication with Elmet Curtains and don't know what to do or what my rights are.


Brief background:


- I purchased, online, 2 sets of off-the-shelf curtains from Elmet Curtains in September. They didn't fit the windows in question - my error. I followed the returns policy set out on the website and notified them of my wish to return the items within 7 days of receiving them (it was more like 12 hours after receiving them)


- They replied about a day later confirming that they could collect the curtains at my expense (no problem). I placed an order for the correct size curtains with them and expected to be told about how to return the first pairs.


- Four email enquiries and one month later, I still hadn't received any news about how to return the items. On the fifth email, I got a reply stating that they could arrange collection or I could arrange to have them delivered. I foolishly agreed that Elmet should arrange collection.


- on Friday 14th, I was asked to provide an address for collection and informed that collection would happen on Monday 17th. I did - I provided my husband's work address and he took them to work on Monday expecting a courier to show up.


- they weren't collected on Monday. On Monday night, I received a notification from Interlink that they would be collecting on Tuesday 18th from our home address. I contacted both Elmet and Interlink to tell them that they needed to collect from my husband's work address not the home address.


- I've heard nothing since. Interlink can't help - can't change address they've been given by Elmet.


I have tried to cancel the collection directly with Interlink and I think I will just need to try to arrange collection myself now. But I'm really worried that even if I do this, the company will either deny receiving the items, won't be in to receive the delivery if I send it recorded delivery and so it will go back to the depot, or simply will ignore me (as they did for a month!)


Surely it's not on to repeatedly ignore customer emails and mess them around like this? Any ideas about what to try next to ensure the items get back to Elmet safely, and I can eventually get a refund as requested?

theonlywayisup

I cannot say I've ever heard of them and their website isn't very professional or up to date with current legislation.

That aside, I would return them using a method that would prove tracking and 'recorded delivery' (or signed for to use it's correct name) isn't tracking. You would be better using a decent courier or RM Special Delivery, arrange this yourself and do it soon.

e_e0835

Thanks very much I agree that their website is ... lacking. No terms and conditions, for one thing!


In your opinion, should I wait to hear back from them regarding an appropriate day / time of delivery, or just go ahead and arrange for it to be delivered during office hours to their usual address, risking them not answering the door?

theonlywayisup

I would go ahead and make my own arrangements. Keep your tracking and proof of posting until it's refunded.

hollydays

https://forums.moneysavingexpert.com/discussion/4827081

http://whois.domaintools.com/elmetcurtains.com

Same registrant as R . Kant & co limited

Also connected to this company
https://beta.companieshouse.gov.uk/company/06204220
Emtex furnishings limited

a mill with 8 floors-there may be a reception there.

Try ringing them. 01204 657 000
Or write to Tara Prasad at
8 southwood close ,
Bolton BL3 2DJ
Which is their correspondence address.
Good luck, I think you'll need it.

e_e0835

Thank you SO MUCH Hollydays, yes - I'm getting a very bad feeling about this one I spoke to the consumer helpline at the Citizen's Advice Bureau and I do have some limited legal recourse if they simply fail to refund but I don't want to go down that route.

I am organising tracked courier delivery for Monday, I have confirmed that the Interlink collection is cancelled, and I will send letter recorded delivery to their correspondence address duplicating my email that sets out the actions I have taken to comply with their policy. And then I wait and hope!

What a blooming faff. Anyone considering using this company in the future - avoid!

e_e0835

An update - the parcel was collected yesterday and out for delivery back to Elmet today. However, delivery attempt was unsuccessful. I think they will try again tomorrow but I'm now very worried that they will simply decline the delivery and I'll end up with the blo*dy things all over again

This is no way to run a company!

TolsBols

hollydays wrote: »

Try ringing them. 01204 657 000
Or write to Tara Prasad

It appears Tara resigned on 2nd December 2016, leaving Rashmi Prasad in charge. I'm guessing Tara and Rashmi are married.

Not being ageist here, but Rashmi is 77 years old and Tara is 72 so being elderly and without a dedicated Customer Services Dept, they may not be quite on the ball in responding, even if they do produce quality products. It may be worth persevering with though, as there doesn't appear to be anywhere else selling ready-made long-drop curtains.

I spoke to an older lady this afternoon asking in what envelope to send the sample and whether it needs a first-class stamp. Have sent off for one today. Wish me luck, cos they have a curtain that would be ideal for our diner patio-door!

hollydays

TolsBols wrote: »

It appears Tara resigned on 2nd December 2016, leaving Rashmi Prasad in charge. I'm guessing Tara and Rashmi are married.

Not being ageist here, but Rashmi is 77 years old and Tara is 72 so being elderly and without a dedicated Customer Services Dept, they may not be quite on the ball in responding, even if they do produce quality products. It may be worth persevering with though, as there doesn't appear to be anywhere else selling ready-made long-drop curtains.

I spoke to an older lady this afternoon asking in what envelope to send the sample and whether it needs a first-class stamp. Have sent off for one today. Wish me luck, cos they have a curtain that would be ideal for our diner patio-door!

How are you planning to pay for this purchase when you make it?
Are you saying the person who runs these companies is not competent to run it?

TolsBols

So my first sample came through quickly, within a few days in fact. I then requested a few more sample. Over a week later and no response. My wife called them and she said a rather dopy sounding person picked up, saying the manager would call her back. He did call her back and said they were just awaiting delivery of sample material to send. We shall wait and see.

I'm not saying the owners are not capable of running a business. Just saying this is a case where they're better at manufacturing the product rather than selling to the Customer. As they offer a niche product, I think their lack of customer service is worth persisting with.