Blinds2Go disputing claim

d0pefish

I ordered one of the Blinds2Go electric duo-roller blinds (basically 2 blinds that can operate as one).  Opted for the Twist2Go fitting rather than drilling, so its basically like those extendable curtain rods where you compress it down, put it in the gap then it extends out to hold itself in place via tension.
On their site it says if ordering Twtst2Go then only measure the top of the recess not three spots.  Did so, gave them the measurement as 208cm.

Blinds arrived a few weeks later. Tried to put them up and they seem too small.  Checked the Twtist2Go fitting and fully extended it's just shy of 208cm.  So to me that means if I compress it, it goes down to about 206, then when I let go it comes back up to 208.  So no tension to hold itself to the wall as its got less than 1mm variance to hold up a 3kg blind.

Support asked me to send photos of the frames to show the measurements which I did, and got a response to say "a replacement is being made, with you in 10-14 days"

14 days pass and I hear nothing, check the tracking page to see the order has been cancelled.  Contact support again and am told that the production team cancelled it as they said it was the right size and if they made it again it would be exactly the same size. 
They now want me to send pictures of the fabric blind measurement not the frame.  I questioned it as the frame doesn't fit so the fabric is pointless. 
I've been told numerous times now that the compression fit is correct and if I compress it down, it will expand out to fit.  I've responded numerous times that if fully expanded it is 208 then there is nothing to hold it.

Asked about a complaints procedure to be told "we dont have one, we as support deal with it and can escalate, but as I can sort this I won't escalate"

I'm going to have to send them all the measurements they want, but feel like this is a simple problem.  What it feels like is they say if custom blinds are ordered they cannot be returned, so they are trying their best to say the blind is OK and close the case.

Unsure what other options I have if there's no complaints procedure and they will likely string this along or respond that the fabric size is fine so the blind is as ordered

d0pefish

To add, I did read in another thread here about the Final Right to Reject.  Would that apply here as their chance to rectify was in progress and they cancelled, or would they have to physically send out another blind for it to be classed as their chance to rectify?

Aylesbury_Duck

If you paid by card, speak to your card provider to see if they'll help.

d0pefish

Aylesbury_Duck said:

If you paid by card, speak to your card provider to see if they'll help.

it was paid on debit not credit, would I still have options here or are the protections only if its credit card payments?

swingaloo

I had a similar issue with this company when I bought 2 blinds for the same room but one was a large window and the other a small one.

Despite measuring exactly as they advised and them being advertised as fitting up to a (whatever it was?) window when they were installed the large one bows in the middle when raised. Complained and got told the quality of the wood caused the weight to be too much for the width of window! Then I was told to send it back for a refund but I would have to keep the other which was no good as they are in the same room. Then I was told that you are not supposed to raise venetian blinds!

Shambles of a company. I went all over social media and finally got a £50 refund which has not solved the problem but it was as good as I was going to get. Would never order from them again.

d0pefish

swingaloo said:

I had a similar issue with this company when I bought 2 blinds for the same room but one was a large window and the other a small one.

Despite measuring exactly as they advised and them being advertised as fitting up to a (whatever it was?) window when they were installed the large one bows in the middle when raised. Complained and got told the quality of the wood caused the weight to be too much for the width of window! Then I was told to send it back for a refund but I would have to keep the other which was no good as they are in the same room. Then I was told that you are not supposed to raise venetian blinds!

Shambles of a company. I went all over social media and finally got a £50 refund which has not solved the problem but it was as good as I was going to get. Would never order from them again.

the support information does seem very....hit and miss.
i'd also ordered a solar charger, was sent the wrong one, called and they said they'd send a replacement which was just a usb charger. called again and got sent the right one.

it did feel very frustrating trying to explain that anything under 208cm wont sit in a gap of 208cm, no matter what part i measure and being told "thats fine it will expand" while also being told "the size of the fabric cannot be bigger than the gap"

   

Okell

Don't take this wrongly, but...

1.  Are you sure the width measurement you took was 208cm and that you complied with the measurement instructions?

2.  Are you sure you gave that measurement on your order?  

3.  Are you sure the max extended width of the blind they supplied is < 208cm?


If the answer to all 3 is "Yes", I'd have thought they've supplied a blind that is not of satisfactory quality and/or is not as described, and they are in breach of contrcat.

If I were you first thing I'd be doing is doublechecking all measurements and measurement instructions.

You may have supplied the measurements/specifications to which the blinds were manufactured, but if they've supplied blinds that do not conform to your measurements, then they need to rectify that.

If they are refusing to replace them with correctly fitting blind, I think you are entitled to take that refusal as their first and only chance to replace, and you oughht to be able to reject the blinds for breach of contract.

Assuming chargeback applies to breach of contract, go for a chargeback.

Aylesbury_Duck

d0pefish said:

Aylesbury_Duck said:

If you paid by card, speak to your card provider to see if they'll help.

it was paid on debit not credit, would I still have options here or are the protections only if its credit card payments?

On the assumption the blinds cost less than £100 (?) you wouldn't have section 75 protection even if you'd used a credit card, but chargeback is an option with either card type.  It's not guaranteed to be successful, but it's worth a try.

sheramber

d0pefish said:

I ordered one of the Blinds2Go electric duo-roller blinds (basically 2 blinds that can operate as one).  Opted for the Twist2Go fitting rather than drilling, so its basically like those extendable curtain rods where you compress it down, put it in the gap then it extends out to hold itself in place via tension.
On their site it says if ordering Twtst2Go then only measure the top of the recess not three spots.  Did so, gave them the measurement as 208cm.

Blinds arrived a few weeks later. Tried to put them up and they seem too small.  Checked the Twtist2Go fitting and fully extended it's just shy of 208cm.  So to me that means if I compress it, it goes down to about 206, then when I let go it comes back up to 208.  So no tension to hold itself to the wall as its got less than 1mm variance to hold up a 3kg blind.

Support asked me to send photos of the frames to show the measurements which I did, and got a response to say "a replacement is being made, with you in 10-14 days"

14 days pass and I hear nothing, check the tracking page to see the order has been cancelled.  Contact support again and am told that the production team cancelled it as they said it was the right size and if they made it again it would be exactly the same size. 
They now want me to send pictures of the fabric blind measurement not the frame.  I questioned it as the frame doesn't fit so the fabric is pointless. 
I've been told numerous times now that the compression fit is correct and if I compress it down, it will expand out to fit.  I've responded numerous times that if fully expanded it is 208 then there is nothing to hold it.

Asked about a complaints procedure to be told "we dont have one, we as support deal with it and can escalate, but as I can sort this I won't escalate"

I'm going to have to send them all the measurements they want, but feel like this is a simple problem.  What it feels like is they say if custom blinds are ordered they cannot be returned, so they are trying their best to say the blind is OK and close the case.

Unsure what other options I have if there's no complaints procedure and they will likely string this along or respond that the fabric size is fine so the blind is as ordered

Did you order ‘exact fitting’ where you measure the width of the gap and add a little extra to the measurement?