Hillary’s Blinds Contract Issue

yeo1975

On or around the 23/06/2026 (I do not know precise dates), Mum was visited by the Hillary’s fitter / Rep. He wanted mum pay for the blinds immediately and made her sign his tablet without any indication of what this contract meant. He certainly DID NOT explain any 2 day cooling-off period. He never provided a physical copy of the contract and I do not believe I mum was ever sent this contract. Mum could not pay as she didn’t have her bank card so he told her to contact Customer Services. Mum was made to feel forced into paying there and then.

The next day, Mum contacted the Customer Services to attempt to make a payment, They informed her that they could not locate the order and to call back again in a few days. Therefore, at this stage, Mum would still be within a cooling-off period because the order hadn’t even been recorded or processed. Mum did then call back (still within the cooling-off period if the above is taken into regards) and was informed that they did have her order, Apparently there was a computer glitch with the Rep’s tablet. At this point, Mum again tried to pay for the blinds several times, but the Agent couldn’t process the order (they again were abrupt and couldn’t understand my card number). After several attempts, Mum told them to forget the order (therefore in her mind cancelling the order).

Following this, Mum received several telephone calls but was too frustrated to answer them. There was no correspondence to pursue the payment or even suggest she would be liable for costs. There was no mention of fitting the blinds.

Many weeks later, Hillarys contacted mum threatening her with court proceedings if she didnt pay £2000. We have tried to complain but Hillarys are using the contract as bibding even tho there is no physical contract and the t&c’s were no explained.

Mum is am a 74 year old woman with many physical and mental issues. we feel the Rep used mum’s vulnerability to push the sale on her. Even so, Mum did attempt to pursue the order, but was unable due to NO FAULT of her own.

I am aware bespoke items do not fall under the normal 14 day cool off period, but considering the above, aurely Hillarys have acted in an inappropriate way and shoukdnt be able to chargw 2k for blinds which havent been paid for or supplied.

MeteredOut

Not an answer to your question, but I've asked for this post to be moved to the Consumer Rights board where you'll likely get a fuller set of responses.

lincroft1710

I don't think a judge would look kindly on a nationwide company trying to pursue through court, a 74 year old woman with physical and mental health issues, when said company did not appear to have supplied a contract.

Aylesbury_Duck

https://forums.moneysavingexpert.com/discussion/comment/82175905#Comment_82175905

I agree. If you're happy to see this out and there's reasonable evidence or it's reasonable to assume that your version of events occurred as you say it did, call their bluff. If they then begin court proceedings, come back here for advice.

the_lunatic_is_in_my_head

Off premises contract requires information in Schedule 2 of the CCRs via a durable medium (regardless of no cancellation for made to measure) so need to check for this, it’s up to them to prove they supplied it, without not bound by the contract.

OP you may wish to cite the DMCC to them stating mum is classed as a vulnerable consumer based on age and mental health and the pushy sales tactics could be viewed by a court as a prohibited action.

General guidance here:

https://www.gov.uk/government/publications/unfair-commercial-practices-cma207/unfair-commercial-practices

Keep it factual and they should hopefully back off.