Very disappointing experience
Very disappointing experience – £1,000 still outstanding despite written confirmation of a full refund, plus huge delaying's and months of wasted time, costing my company thousands of pounds.
On the day of installation , August 11th, i was on site waiting for the shutters to be installed to be told knowone would be coming and further delays into September with no fixed date!
We ordered the Shutters at the end of May early June, and was told installation would benJuly , then delayed till August and then September with no fixed dates !!! We moved into our new premises with no shutters doors , not water tight and no insurance as a result.
Was a absolute shambles and was promised a full refund on email and then they kept a £1000. We will be claiming this via on line courts in due cause.
We had to cancel our order because the company was unable to fulfil the items we had ordered. We were told that they had been let down by the manufacturer. We were initially given an extension of another month to allow them to resolve the situation, but when that additional time passed, we were again told that we would need to wait another month or we could cancel the contract.
Given the repeated delays and uncertainty over when our order could actually be fulfilled, we decided to cancel.
Before cancelling, I specifically contacted the company in writing to ask whether we would receive a full refund if we cancelled before the stated deadline. I was expressly told “yes if I cancelled before 5pm.” We relied on that written confirmation and cancelled within the timeframe given.
At no point before cancelling were we told that £1,000 would be deducted, or that there would be a cancellation fee or other charge. We therefore expected the full refund that had been confirmed to us in writing.
The total amount we had paid was £10,483.60, but the company subsequently refused to refund the full amount and offered to refund only £9,483.60, leaving £1,000 outstanding.
Because we needed the £9,483.60 returned, we agreed that amount could be processed immediately. However, we made it expressly clear in writing that accepting the £9,483.60 being processed was not acceptance that it represented the full refund due and did not waive our entitlement to the outstanding £1,000.
We have therefore been left £1,000 out of pocket despite having written confirmation that we would receive a full refund if we cancelled before 5pm and having complied with that condition.
What is particularly frustrating is that we specifically asked about the refund position before cancelling, precisely so there could be no misunderstanding. We relied on the answer we were given.
We had already been patient and given the company additional time to try to resolve the delivery issues. Unfortunately, when the situation still could not be resolved, we cancelled in accordance with the option we had been given. We did not expect that doing so would result in £1,000 being retained after we had specifically obtained written confirmation of a full refund.
The whole experience has been extremely stressful and disappointing. In our experience, the way this matter has been handled has fallen well short of what we would expect from a professional company.
I would strongly recommend that anyone considering using this company gets every aspect of the cancellation and refund arrangements confirmed in writing before making any decision, and carefully checks that the amount ultimately refunded matches what they have been told they will receive.
In the end I went with a company called Gliderol , they delivered the shutters 1 week earlier than promised and the quality is superb. Please be warned about ADS industrial doors, they are not a professional and trust worthy company.