poor service from retailor

Coolbeer

I ordered curtains from a well known department store back in September 2024. In November 2024 the curtains were fitted and before the fitter left the curtains came away from the wall. The curtains also covered 20 inches of the windows leaving the room dark. The company agreed to sort out the issue by putting up batons and tie backs to hold the curtains back and offered £250 e card as good will gesture.
7 months later in June 2025 they finally came to rehang the curtains, complete botch up brought massive batons that looked absolutely ugly. The fitter advised that a mistake had been made and he had drilled holes in the walls, resulting in having to get painter decorator to correct. (which will be refunded) October 2025 finally curtains hung up to a reasonable standard.
The above has gone on for nearly a year, resulting in taking 5 leave days (to accommodate visits from retailor) and numerous emails, phone calls to sort out. 
Retailor increased the offer of a e-card to £300 after push back. The service has been so poor, staff rude, defensive and making constant excuses for the sub standard service from this retailor who praise themselves on customer service. The curtains cost just under £3000. Is this a reasonable offer?

Aylesbury_Duck

Coolbeer said:

I ordered curtains from a well known department store back in September 2024. In November 2024 the curtains were fitted and before the fitter left the curtains came away from the wall. The curtains also covered 20 inches of the windows leaving the room dark. The company agreed to sort out the issue by putting up batons and tie backs to hold the curtains back and offered £250 e card as good will gesture.
7 months later in June 2025 they finally came to rehang the curtains, complete botch up brought massive batons that looked absolutely ugly. The fitter advised that a mistake had been made and he had drilled holes in the walls, resulting in having to get painter decorator to correct. (which will be refunded) October 2025 finally curtains hung up to a reasonable standard.
The above has gone on for nearly a year, resulting in taking 5 leave days (to accommodate visits from retailor) and numerous emails, phone calls to sort out. 
Retailor increased the offer of a e-card to £300 after push back. The service has been so poor, staff rude, defensive and making constant excuses for the sub standard service from this retailor who praise themselves on customer service. The curtains cost just under £3000. Is this a reasonable offer?

As I understand it, you aren't out of pocket.  A 10% credit seems reasonable recompense for your trouble.

the_lunatic_is_in_my_head

Would you be happier with that amount in cash OP?

Services are funny thing, the right to a price reduction could be very loose (the CRA guidance notes give a very odd example) given that anything the trader says or writes forms part of the contract (if taken into account by the consumer when deciding to enter the contract or make any decision about the service after) and I'm guessing they said it would be quicker than a year.

Whilst they did get there in the end I do wonder if regardless a court would award a price reduction for taking 13 months to hang some curtains, it is indeed extremely poor. 

Any chance you paid on a credit card OP? 

Guidance notes for reference/interest: 

https://www.legislation.gov.uk/ukpga/2015/15/notes/division/3/1/5/4/1

267.In relation to services, however, there may be some cases consumer is able to ask for a reduction in price even where it may be argued that the value of the service as provided has not been reduced by the breach of the consumer’s rights. This could occur, for example, where the trader has not complied with information they gave about themselves. For example, if the trader tells the consumer that they will pay their workers the living wage and this is important to the consumer and a reason why they decided to go with this particular trader, arguably this does not affect the value of the service but the consumer would still have the right to request a reduction of an “appropriate amount” to account for the breach.

Coolbeer

thank you, yes I did pay with credit card

the_lunatic_is_in_my_head

Coolbeer said:

thank you, yes I did pay with credit card

I would speak to your bank OP about a Section 75 claim which holds the bank jointly liable, advise them the retailer was in breach of contract and whilst you did eventually receive the full service you believe you are still entitled to a price reduction in accordance with Section 56 of the Consumer Rights Act.

Advise the company has offered £300 as an evoucher but this is not of use to you and Section 56 states:

(5)The trader must give the refund using the same means of payment as the consumer used to pay for the service, unless the consumer expressly agrees otherwise.

The bank may just agree, if they don't you can raise an official complaint with the bank (the details of how to do this will be on their website). For £300 I can't see them letting it go the ombudsman but if they did the ombudsman would decide on the matter. 

You need to articulate your position clearly as this will be outside the usual, be sure to quote the legislation and the guidance notes above. 

ButterCheese

Coolbeer said:

The curtains cost just under £3000

How big are these bloomin curtains?!

screech_78

Assuming it’s John Lewis? 

If so, a goodwill gesture is just that and it’s always an e-gift card. 

You’ll have been asked to evidence your decorator costs to have these refunded as any cash refunds are audited. 

Not sure what you’re looking for in terms of a resolution.