LOST THE PLOT?????

[JoY]

Beat this...

I sold 18 pleated side blinds in Lynx (Table 2 on offer 25% discount) for £1500

The customer changes her mind about fabric after I have left and rings Hillarys who change it to Cambridge (table 3 not discounted) for her at no extra cost. (should have been £3205!)

I get a call from fsm about large discount (55%!!)

The Cambridge have now been fitted (after a DOR because one was in another colour!) but the customer refuses to pay us because again wishes to change the fabric.

She now wants Medley..

Hillarys tell her they will remake the whole 18 blinds at no cost to her. In fact, guess what, Medley is cheaper than Cambridge, so she will get some money back too!!!

So to get our commission we now have to remove the 18 blinds, replace them with Medley , and accept LESS commission for the job.

Have Hillarys lost the plot???

I am gobsmacked!!!!!!!!!!!!

[phugly]

I lost the plot just reading it. How can they justify a free replacemrnt just because the customer changed her mind

[hereticus]

This sounds like total madness - I hope there is a serious internal investigation to find who is responsible for this crazy decision, and why !

Did you get paid for the original fit yet ? If so, I suggest that you decline to return and re-fit unless Hillarys agree to pay you for the extra work. If they don't like that, they are going to have to pay another agent to do it anyway.

Is this the latest company policy - shall we tell customers that we can now make up any blind they fancy, made to measure for their window, on an 'approval' basis and they can change their mind if they don't like it ?

I just don't believe some of the decisions being made lately by the company in general, but by Customer Services in particular.

[JoY]

No.... we haven't had the commission (£220) as she refused to pay.

The trouble is if we don't go back to refit her third choice of fabric, we won't get ANY commission.

[phugly]

The last time I had to change fabrics because the customer didnt like the colour, he was told he could have them changed at half price, because the original choice of fabric had been his, so as well as being paid for the original order, I was also paid for the replacement. In fact the whole operation went so well that the customer had me back to do two other conservatories. This was one occassion when everything went in my favour

[amberley]

This is unbelievable and quite frankly unacceptable assuming there was nothing wrong with the original blinds. If it was me I would ensure the story reached the very top level of Hillarys and would ask for their comments.

[JoY]

There is always that little voice in your head telling you if you make too much fuss you might not have a job next week.....

I have asked Mellisa for her comments on Hillarys decision in this case..

Poor Mellisa. She will be regretting agreeing to monitor this site..

[j]

How do you get to the TOP of Hillary's. There are some things - a lot of things that need going to the top.