Blinds2Go claim that a non fitting blind is within their tolerance

ChrisLouch

Hi All,
I would appreciate some advice on whether I am correct? I think I am entitled to a full refund upon return of item, but Blinds2Go say I am not...
My wooden blind arrived 1 month after order, I opened the box and decided to offer it up against the window recess. It didn't fit! The blind casing with the brackets either side was just slightly too large, and the pelmet was around 2-3mm bigger than the recess! 

Of course I assumed I had made an error with my measurements, so I checked, but all was perfect... 457mm exactly at the narrowest point. So now I double checked the measuring instructions just to make sure I hadn't missed anything, here is what Blinds2Go say on their website:

• Measure in 3 places for both the width and the drop, use the smallest measurement

• Don’t make any deductions, we’ll deduct 10mm from the width to ensure your blind fits perfectly

So, I concluded no mistakes had been made on my part, but the error was in the manufacturing. I assumed now as the blind was completely unfit for purpose this would be a simple return and replace. I called and spoke with a very helpful lady, who asked me to send proof, so I sent pictures with all parts and a tape measure showing the discrepancies.

What came back truly shocked me, Blinds2Go stated that what arrived (and didn’t fit within our recess) is within their tolerances so they will not accept a return, only a discount on another blind! Unbelievable! 

Here is the correspondence:

Blinds2Go Customer Service:

We have checked on your order and can see that the Ice White Faux Wood Blind - 50mm Slat was ordered for the size of 457mm width x 960mm drop (recess) after the 10mm has been deducted the blind should arrive at 447mm, as the blind has arrived at 450mm this is within our 5 mm give or take tolerance. 

However, we still want to help you as much as possible so if you contact our team to place a new order, we will be more than happy to offer a significant discount towards a new order for the Ice White Faux Wood Blind - 50mm Slat at the amended sizes for you.

Me:

I am not sure you read my email...

The pelmet is 459mm length, so does not fit in the window recess at all. it is not fit for purpose! Also the blind housing when brackets are in place has no tolerance at all to fit into the recess. Again not fit for purpose.

Why would I buy another blind from you (even discounted) when the one I purchased following the directions exactly on your website does not fit into the recess? Please let me know if you are willing to replace the item that is not fit for purpose.

Blinds2Go Customer Service:

After looking at the order, it has arrived correct with in our tolerance we would not be able to remake the blind for you.

We can place a new order with a discount as advised previously.

Me:

This is unbelievable. 

You tolerances allow for a blind that does not fit into the recess measurement supplied?

If I supply a recess width of 457mm and your websites states:

• Measure in 3 places for both the width and the drop, use the smallest measurement

• Don’t make any deductions, we’ll deduct 10mm from the width to ensure your blind fits perfectly

Then you supply the blind at 457mm & pelmet at 460mm, this is unfit for purpose, and as such under the consumer rights act I am entitled to return the goods within 30 days of receiving the product.

Due to the non existent customer service, I will pursue a refund via AMEX, and will seek via as many channels as possible to spread this message and protect other consumers.

I have been forced to pursue a chargeback via American Express as it seems Blinds2Go are not willing to do anything to help for a useless blind, but will I get my money back? How can I make other consumers aware of this 'tolerance' that allows Blind2Go to sell items that do not fit? I'm sure I am not the first to be stung by this?

Thanks,
Chris.

Aylesbury_Duck

ChrisLouch said:

Hi All,
I would appreciate some advice on whether I am correct? I think I am entitled to a full refund upon return of item, but Blinds2Go say I am not...
My wooden blind arrived 1 month after order, I opened the box and decided to offer it up against the window recess. It didn't fit! The blind casing with the brackets either side was just slightly too large, and the pelmet was around 2-3mm bigger than the recess! 

Of course I assumed I had made an error with my measurements, so I checked, but all was perfect... 457mm exactly at the narrowest point. So now I double checked the measuring instructions just to make sure I hadn't missed anything, here is what Blinds2Go say on their website:

• Measure in 3 places for both the width and the drop, use the smallest measurement

• Don’t make any deductions, we’ll deduct 10mm from the width to ensure your blind fits perfectly

So, I concluded no mistakes had been made on my part, but the error was in the manufacturing. I assumed now as the blind was completely unfit for purpose this would be a simple return and replace. I called and spoke with a very helpful lady, who asked me to send proof, so I sent pictures with all parts and a tape measure showing the discrepancies.

What came back truly shocked me, Blinds2Go stated that what arrived (and didn’t fit within our recess) is within their tolerances so they will not accept a return, only a discount on another blind! Unbelievable! 

Here is the correspondence:

Blinds2Go Customer Service:

We have checked on your order and can see that the Ice White Faux Wood Blind - 50mm Slat was ordered for the size of 457mm width x 960mm drop (recess) after the 10mm has been deducted the blind should arrive at 447mm, as the blind has arrived at 450mm this is within our 5 mm give or take tolerance. 

However, we still want to help you as much as possible so if you contact our team to place a new order, we will be more than happy to offer a significant discount towards a new order for the Ice White Faux Wood Blind - 50mm Slat at the amended sizes for you.

Me:

I am not sure you read my email...

The pelmet is 459mm length, so does not fit in the window recess at all. it is not fit for purpose! Also the blind housing when brackets are in place has no tolerance at all to fit into the recess. Again not fit for purpose.

Why would I buy another blind from you (even discounted) when the one I purchased following the directions exactly on your website does not fit into the recess? Please let me know if you are willing to replace the item that is not fit for purpose.

Blinds2Go Customer Service:

After looking at the order, it has arrived correct with in our tolerance we would not be able to remake the blind for you.

We can place a new order with a discount as advised previously.

Me:

This is unbelievable. 

You tolerances allow for a blind that does not fit into the recess measurement supplied?

If I supply a recess width of 457mm and your websites states:

• Measure in 3 places for both the width and the drop, use the smallest measurement

• Don’t make any deductions, we’ll deduct 10mm from the width to ensure your blind fits perfectly

Then you supply the blind at 457mm & pelmet at 460mm, this is unfit for purpose, and as such under the consumer rights act I am entitled to return the goods within 30 days of receiving the product.

Due to the non existent customer service, I will pursue a refund via AMEX, and will seek via as many channels as possible to spread this message and protect other consumers.

I have been forced to pursue a chargeback via American Express as it seems Blinds2Go are not willing to do anything to help for a useless blind, but will I get my money back? How can I make other consumers aware of this 'tolerance' that allows Blind2Go to sell items that do not fit? I'm sure I am not the first to be stung by this?

Thanks,
Chris.

Their terms on their website state a different tolerance:

Please note that fabric is cut by highly skilled professionals who will be as accurate as possible within a variance of +/- 3cm. We will not replace the order if the sizes are within this tolerance limit and you will not be entitled to reject the goods.

That tolerance covers the discrepancy in your order.

Manxman_in_exile

+/- 3cm is +/- over an inch - isn't that a lot?  The OP doesn't say their measuring instructions mention anything about any tolerance, 5mm or 3cm.  Surely the manufacturer should give comprehensive measuring instructions to take allowance of the tolerances they set?

Like the "nine feet long" sofa a couple of weeks ago, I wouldn't be buying from a manufacturer who wanted a tolerance on blinds of +/- over an inch.  It's ridiculously inaccurate cutting.

Grumpy_chap

I always find it is easier with blinds and such like to buy from a company that measure, manufacture and fit.  When the hassle of issues like the subject of this thread are taken into account, the "full service" blinds don't really work out massively expensive.

Carrot007

Grumpy_chap said:

I always find it is easier with blinds and such like to buy from a company that measure, manufacture and fit.  When the hassle of issues like the subject of this thread are taken into account, the "full service" blinds don't really work out massively expensive.

Well easier?  But have you seen the prices! Like 4 times the cost at least. (and lets's face it drilling one of two of three holes and using an appropriate plug is viable for most people).

I also guess it depends on the type of blind ordered?

Worst I ever got was my fault for not noticeing a uneven sideon the window. Would not fit in the gap. (obviouly easier to do it out and then you do get full blackness but.....). What did I do? Get out the sander, curse the plasterer and made it better and repainted! Fitted after that!

cymruchris

If you did as they said - measured in 3 places - and supplied the narrowest measurement - of 457mm - and they say clearly that they will deduct 10mm - and then send you a blind that is wider than your given 457mm - at 459mm - then they would be very much in the wrong in my eyes. The instructions on the website are clear - if you have followed them - they should replace the blind. It clearly says 'don't make any deductions' - you didn't - and it doesn't fit. That's very poor service. I don't need blinds right now, but if ever I do - I'll remember not to use these.

theonlywayisup

Not aimed at you OP, but what is faux wood?   People that sell faux wood, faux leather etc drive me nuts.

I have just tried to buy the same blind.  The 'finer details' suggest the blind is 'fully made to measure' and the measuring guide gives no tolerances, of if they did I missed it.  I would take this info to Amex and continue with the dispute. 

Wanderingpomm

I’ve just got them to send me a replacement because the one I got was too small and so the brackets bent and the bottom blind dropped out (double roller blind). I’d preservers and of you can’t get a resolution claim via credit card as it’s not to spec 

Aylesbury_Duck

Manxman_in_exile said:

+/- 3cm is +/- over an inch - isn't that a lot?  The OP doesn't say their measuring instructions mention anything about any tolerance, 5mm or 3cm.  Surely the manufacturer should give comprehensive measuring instructions to take allowance of the tolerances they set?

Like the "nine feet long" sofa a couple of weeks ago, I wouldn't be buying from a manufacturer who wanted a tolerance on blinds of +/- over an inch.  It's ridiculously inaccurate cutting.

I agree.  Unless I'm reading a term that applies to something else (navigating the site on a phone), then it seems a large tolerance when the measuring instructions are so detailed and use units an order of magnitude smaller.

ChrisLouch

cymruchris said:

If you did as they said - measured in 3 places - and supplied the narrowest measurement - of 457mm - and they say clearly that they will deduct 10mm - and then send you a blind that is wider than your given 457mm - at 459mm - then they would be very much in the wrong in my eyes. The instructions on the website are clear - if you have followed them - they should replace the blind. It clearly says 'don't make any deductions' - you didn't - and it doesn't fit. That's very poor service. I don't need blinds right now, but if ever I do - I'll remember not to use these.

This is exactly what happened. Not sure what the previous poster is talking about with +/- 3cm, maybe that was for roller blinds, but for the wooden slat blinds these were the clear instructions. 

ChrisLouch

Wanderingpomm said:

I’ve just got them to send me a replacement because the one I got was too small and so the brackets bent and the bottom blind dropped out (double roller blind). I’d preservers and of you can’t get a resolution claim via credit card as it’s not to spec 

AMEX seemed to think they could get the money back? They said if they can’t it will be covered by them anyway as the proof is clear that the item is not fit for purpose.