Nice shutters, but unresolved issues post install
Nice looking shutters. Very happy to support a local manufacturer, especially in these difficult times. Very good initial customer experience. But things turned a little bit south when I contacted the company about some issues immediately post installation. My polite emails, with photos to help explain the problems, received no reply. This came as a surprise after the good initial experience, but I persisted ... and persisted. Finally, weeks later, I received a brief response. To one issue it was that they would look into it and get back to me ...(they didn't) and to the other, bigger issue it was that `this is the first time we've heard a complaint about this issue'. End of story. OK. Right. So ... my problem therefore doesn't exist? Quite bizarre. Being a glass half full person I'm staying optimistic that I will receive a proper response and have the problems looked at, even at this late stage. As of course should have happened immediately after I informed them. If they do eventually do the right thing then this would probably become a five star review.
Not the easiest to deal with
Had the misfortune to engage them to provide some additional shutters for our property. To be fair, once in, shutters look and perform fine. The big issue however is overall business practice and some staff who are simply rude. For them to commit to install of product you have to pay them in full. In our case they asked for full payment one month before they were planning to schedule install. No payment no install, "refer their terms and conditions" we were told. After a fair bit of discussion ended up paying full amount 1 week prior to schedul...ed install basically to make it happen and move on. Then 2 days out from scheduled install we were told they had not even made up our shutters due to "supply issues" and there would be a delay of another week. Here is business seeking up front full payment one month out from supposed install but who are only going to make up the order 1 or 2 days out from the actual install. We were told, when the full payment was initially sought that our Order had in fact been made and money just required to complete install arrangements.After some full and frank discussion our shutters were installed 3 days later than originally scheduled. Given time over would steer clear of Australian Plantation Shutters, something not right with them.
Not happy shutters
The first time i ordered the shutters for my bedroom was good then i thought i would order more shutters for two more rooms and one in hallway well when i got them the one in the hallway didn't fit and i couldn't open it i thought great then the two other rooms they got the measurement wrong and the frames was to big so now i have one room one size and the other two rooms a different size the measurer got it very wrong. Now they tell to fix the two rooms fixed i will have to pay more money they said it wasnt their problem . I will never deal with them again . I think they have gone down hill since i got the first lot of shutters.
Shutters Good, Customer Service Terrible
I wish we had read the reviews before we contacted APS Thornton. We have been dealing with them for the past 10 months. We had a quote for 3 shutters in February. Deposit paid and then a check measure done. That was when our trouble started. The quote said 2 panels in the spare room, but when the check measure was done we were told we had to have 3 panels as was in PVC. When the quote was done we were not told this. The one good thing to come out of this was the owner said we could have that window shutter in aluminium to keep the 2 panels...at no extra cost. From then on the customer service was non-existent. No one ever rang us back when I enquired how our order was going. I must have made over 20 calls through out the 10 months. In June APS rang to say they would install one shutter. I asked about the outer 2 shutters. They didn't know anything about them but would find out and ring me back. As usual no one rang back. After several more phone calls, decided to go to Thornton to get some answers. Eventually we were told the other 2 shutters were not ordered. It was only after we spoke to the office the order was placed. I know these things can happen, but if APS had been up front with us we would have understood. We had one shutter installed in August and the other 2 in September. Some of the slats had to be replaced and that was another two months. We must say the installers were very professional and very helpful. If only the office staff were the same. So happy this is over. They want your money but after that the communication is non-existent. I would never recommend Australian Plantation Shutters. Make sure you get everything in writing and make them stick to it .This is a shame because the shutters look good, but we should not have had the trouble we did.
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With this company , you have to make a payment in full and week after week you have to chase them to finish the job they started. They will give you the run around, they dont turn up when they say they will, make poor excuses like its raining and we cant do the job.
Questions & Answers
I have contacted your company about my shutter today only to be told that they don’t know how long it will be or who has it and I don’t see how hard it would be to contact the third party involved and asked where my order is .. estimated finish time and relay this information back to me .. your continual lack of professionalism astounds me with no managers able to call me .. wish I had never used this company sue
I assume you have paid a deposit which you don’t want to lose. If you are able to carry the loss I would advise you to go elsewhere for your shutters.
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