3 month wait for curtains

fandn

We bought some made to measure curtains (on a credit card) on the 19th of July and were told they would take around 3-4 weeks to be ready. 

the initial customer service was pretty poor with the shop owner asking for our measurements and telling us we can pick up the curtains even though they send someone out to measure the curtains and she told us they also install them. (We should've left then)

after this it took them until the 17th of July to come and measure the space where they blamed us for not being able to get in contact with us (we gave them 2 different phone numbers and they called only one, once).

on the 27th of August we were then told the curtains would be ready by the next week and now it is the 10th of September with still no curtains.

The price of the curtains is pretty hefty and we paid a large deposit thinking it would only take a few weeks not a few months.

Is there any way to get our deposit back? or should we wait it out more in the hopes we get curtains? or could we get our money back through our credit card?

unsure how much we are covered by consumer rights as I don't believe it says on their website how long it should take or that install is included

many thanks!

the_lunatic_is_in_my_head

Yes this falls under delivery of goods:

https://www.legislation.gov.uk/ukpga/2015/15/section/28

In short if they missed the first date you give a second date, if they miss that you treat the contract at an end for a full refund of any payments. 

If they aren't working with you you can probably do a chargeback with the card provider for non-receipt, just be sure to tell the shop you are treating the contract at an end in accordance with the above before doing the chargeback just to cover yourself should they come looking for the money back at a later date.

Mark_d

Given that they are made to measure I don't think you have much protection.  With this sort of things you need to clearly state that 'time is of the essence' and that your contract with them is conditional on having the curtains delivered by a certain date.

I had repeated delays with a sofa I had ordered.  So I do know a little about being in this situation

Renfrewman

fandn said:

We bought some made to measure curtains (on a credit card) on the 19th of July and were told they would take around 3-4 weeks to be ready. 

the initial customer service was pretty poor with the shop owner asking for our measurements and telling us we can pick up the curtains even though they send someone out to measure the curtains and she told us they also install them. (We should've left then)

after this it took them until the 17th of July to come and measure the space where they blamed us for not being able to get in contact with us (we gave them 2 different phone numbers and they called only one, once).

on the 27th of August we were then told the curtains would be ready by the next week and now it is the 10th of September with still no curtains.

The price of the curtains is pretty hefty and we paid a large deposit thinking it would only take a few weeks not a few months.

Is there any way to get our deposit back? or should we wait it out more in the hopes we get curtains? or could we get our money back through our credit card?

unsure how much we are covered by consumer rights as I don't believe it says on their website how long it should take or that install is included

many thanks!

Bits In Bold...???

the_lunatic_is_in_my_head

Mark_d said:

Given that they are made to measure I don't think you have much protection.  

Made to measure has no bearing regarding delivery of goods   

Renfrewman said:

fandn said:

19th of July

 17th of July t

Bits In Bold...???

Would assume first date is June based on thread title  

Okell

Renfrewman said:

fandn said:

We bought some made to measure curtains (on a credit card) on the 19th of July and were told they would take around 3-4 weeks to be ready. 

the initial customer service was pretty poor with the shop owner asking for our measurements and telling us we can pick up the curtains even though they send someone out to measure the curtains and she told us they also install them. (We should've left then)

after this it took them until the 17th of July to come and measure the space where they blamed us for not being able to get in contact with us (we gave them 2 different phone numbers and they called only one, once).

on the 27th of August we were then told the curtains would be ready by the next week and now it is the 10th of September with still no curtains.

The price of the curtains is pretty hefty and we paid a large deposit thinking it would only take a few weeks not a few months.

Is there any way to get our deposit back? or should we wait it out more in the hopes we get curtains? or could we get our money back through our credit card?

unsure how much we are covered by consumer rights as I don't believe it says on their website how long it should take or that install is included

many thanks!

Bits In Bold...???

I took it to mean that after the OP initially approached the trader there was a delay on the trader's part until they sent somebody out to measure up on 17 July and the OP then agreed to buy the curtains on 19 July - presumably after a quote based on the 17 July measurements.

But as often happens, OPs can be very unclear about what has happened, the sequence of events, timelines etc

fandn

apologies it was meant to say 19th of June we ordered the curtains, the trader didn't send anyone out until the 17th of July

fandn

Okell said:

Renfrewman said:

fandn said:

We bought some made to measure curtains (on a credit card) on the 19th of July and were told they would take around 3-4 weeks to be ready. 

the initial customer service was pretty poor with the shop owner asking for our measurements and telling us we can pick up the curtains even though they send someone out to measure the curtains and she told us they also install them. (We should've left then)

after this it took them until the 17th of July to come and measure the space where they blamed us for not being able to get in contact with us (we gave them 2 different phone numbers and they called only one, once).

on the 27th of August we were then told the curtains would be ready by the next week and now it is the 10th of September with still no curtains.

The price of the curtains is pretty hefty and we paid a large deposit thinking it would only take a few weeks not a few months.

Is there any way to get our deposit back? or should we wait it out more in the hopes we get curtains? or could we get our money back through our credit card?

unsure how much we are covered by consumer rights as I don't believe it says on their website how long it should take or that install is included

many thanks!

Bits In Bold...???

I took it to mean that after the OP initially approached the trader there was a delay on the trader's part until they sent somebody out to measure up on 17 July and the OP then agreed to buy the curtains on 19 July - presumably after a quote based on the 17 July measurements.

But as often happens, OPs can be very unclear about what has happened, the sequence of events, timelines etc

We bought on the 19th of June, apologies for the mistype 

Ergates

fandn said:

Is there any way to get our deposit back? or should we wait it out more in the hopes we get curtains? or could we get our money back through our credit card?

I guess the first question to ask is:

Do you still want the curtains?    Do you know of any other local companies that could make the ones you want in a reasonable timescale, for the same (or less) money?

Grumpy_chap

I am not really sure this is a 3 month wait for the curtains.

The OP ordered the curtains 19th June, the price having been worked out from the OP's own measure.  The OP paid a deposit.  Expected lead time 3 - 4 weeks.

One assumes the OP did not want the curtains made to the OP's own measure, hence the shop was to come out to do a measure.  For whatever reason, this measure did not happen until 17th July.

I don't think the 3 - 4 weeks lead time to make the curtains could really start until the shop's own measure had been completed.  That takes us to 14th August.  Maybe the lead time is then extended by being the middle of the holiday season etc.

On 27th August, the OP was told "ready next week" so that would be 5th September.
Now another week later, 10th September.

The OP mentioned the curtains are not cheap so I assume that means the curtains were chosen for their quality and made-to-measure criteria.
Assuming the OP still wants good quality made-to-measure curtains, the options are:

• Cancel this order, find an alternative supplier (and it may not be possible to source the same fabric pattern elsewhere), place a new order, start the lead time clock again with a re-measure by the new supplier and then the manufacturing time etc.  Starting from now, that might well take the OP to the end of October.
• Do nothing and just wait the curtains whenever they do arrive.  That is the path of least resistance.  Might still be complete by end of October.
• Visit the store and, very calmly and politely, speak with the staff to explain disappointment about the timescales but seek to negotiate a fixed date that the curtains will now be provided and hung at the OP's home.  Agree a date and state if that date is missed, the OP will consider the order cancelled by the store and will expect a full refund.  This will at least give the OP some certainty.  If the earliest date that can be agreed is beyond the end of October, the OP can consider more aggressive cancellation routes.
• Go to the store and scream the house down.  This is unlikely to achieve the desired outcome.

I sense the great deal of annoyance and frustration but is the OP actually suffering any loss my the curtains being late?  Inconvenience, yes, I understand, but I assume the OP has some curtains in the mean time, even if they do not match the decor and such like, the curtains, whatever they are, provide privacy and shade.  If there are no curtains, the OP could ask the store to lend some.

Undervalued

Grumpy_chap said:

I am not really sure this is a 3 month wait for the curtains.

The OP ordered the curtains 19th June, the price having been worked out from the OP's own measure.  The OP paid a deposit.  Expected lead time 3 - 4 weeks.

One assumes the OP did not want the curtains made to the OP's own measure, hence the shop was to come out to do a measure.  For whatever reason, this measure did not happen until 17th July.

I don't think the 3 - 4 weeks lead time to make the curtains could really start until the shop's own measure had been completed.  That takes us to 14th August.  Maybe the lead time is then extended by being the middle of the holiday season etc.

On 27th August, the OP was told "ready next week" so that would be 5th September.
Now another week later, 10th September.

The OP mentioned the curtains are not cheap so I assume that means the curtains were chosen for their quality and made-to-measure criteria.
Assuming the OP still wants good quality made-to-measure curtains, the options are:

• Cancel this order, find an alternative supplier (and it may not be possible to source the same fabric pattern elsewhere), place a new order, start the lead time clock again with a re-measure by the new supplier and then the manufacturing time etc.  Starting from now, that might well take the OP to the end of October.
• Do nothing and just wait the curtains whenever they do arrive.  That is the path of least resistance.  Might still be complete by end of October.
• Visit the store and, very calmly and politely, speak with the staff to explain disappointment about the timescales but seek to negotiate a fixed date that the curtains will now be provided and hung at the OP's home.  Agree a date and state if that date is missed, the OP will consider the order cancelled by the store and will expect a full refund.  This will at least give the OP some certainty.  If the earliest date that can be agreed is beyond the end of October, the OP can consider more aggressive cancellation routes.
• Go to the store and scream the house down.  This is unlikely to achieve the desired outcome.

I sense the great deal of annoyance and frustration but is the OP actually suffering any loss my the curtains being late?  Inconvenience, yes, I understand, but I assume the OP has some curtains in the mean time, even if they do not match the decor and such like, the curtains, whatever they are, provide privacy and shade.  If there are no curtains, the OP could ask the store to lend some.

Quite. The customer's measurements (to be later confirmed) are normally good enough for pricing. Exact measurement done by somebody experienced are needed before expensive fabric is cut and made up.