Thomas Sanderson

We were looking for powered blinds for our living room & wanted premium quality so looked at Thomas Sanderson but really wish we hadn't. We placed order which came to quite a considerable sum but were reassured by the salesman that we were getting the UK's highest quality luxury blinds with customer service which he described as "unrivalled but which many aspire to". We waited for our invoice which never arrived & it took FIVE phone calls to them to email this along with our deposit receipt. After receiving this, they reassured us that our experience from now would be considerably better as they acknowledged it hadn't been the best up until now & we booked fitting for 9th June. Less than 48 hours before the fitting time, I received a text from the fitter (Dave) indicating there was a delay. Disappointed at receiving at text rather than a call, I called him back & he blamed the admin in the office saying they had only just told him that day (7th June) & indicated he was as frustrated as I was. However, when I didn't hear back from him, I called the customer service department to be told he was "fully aware of the delay" since being informed by email on 27th May & he was supposed to contact me at that point to make me aware that he hadn't submitted our order correctly. So, not only had he messed up but rather than be honest, he had lied & blatantly blame the customer service dept. Worse was to come as I was promised a manager call back within 48 hours but days & days later, I had to contact them again. I was told they "didn't know why the manager hadn't called" but as this was Friday & the manager wasn't working that day, he would "definitely call back first thing on Monday". At 4.15pm, I called yet again & got the manager (Richard) who didn't seem bothered by our situation, concerned by the fitters lies or in any way keen to get this resolved. By this time it was 6 weeks since we placed the order & still had no idea of a fitting date but we're told it would be at least 14th July, some 10 weeks since we paid our deposit. I asked for a definitive date or we would be cancelling and was told, he'd call me back the following day at 4pm. He did call at 4pm the following day but only to tell me he didn't have an update or answers for me & needed another 24 hours. He promised to call the following day at 4pm & I told him this was the last chance I'd give them before cancelling. Richard agreed our treatment had been "appallingly bad" & they would offer a goodwill gesture of less than 5% of the total order cost but not accepting this would mean a delay while we waited for another company so we reluctantly agreed as long as he called back the next day with a definite fitting date. However, we waited and waited and received no call back so 2 days after that, I called to cancel the order. The final insult was having to wait nearly 2 weeks for my deposit refund. For a national company who prides themselves on luxury products and service, this was a truly dreadful experience so am publishing this review to save anyone else experiencing this awful stress and upset.