Regency Knights

Great sales service - Terrible after sales service – Huge cost, extensive delays still ongoing for repairs to recently installed curtains. Sales from now exited sales person was excellent and install went well. However, curtain rail fell from one end and bent under the weight of the curtain. And another curtain regularly popped one clip holding the rail on. Told retailer this and as it was after… Read more

12 months, it was not covered by warranty, however for just over $200 they could have a tech out who would diagnose issues and fix minor items. I stated I knew the problems I needed a new track, but they would not bypass this process.

1st tech comes out, identifies the bent track and pops the clip back in of the other curtain, can tell I'm not that impressed and tells me he's been told to charge me money.

The quote comes through for over $300 to replace the track. I am upset that the cost of a new track is now over $500 and the manager tells me the tech also fixed my other curtain. I informed him the "fix" was what I was doing every couple of weeks, and it was only left there to demonstrate the ongoing issue. I received a discount of approx. $100.

After many weeks Tech 2 turns up takes a check measure. They also look at the other curtain on my request and detect the clip used on install was faulty, they fix it on the spot, tell me it's a known issue and should have been picked up on install. They express surprise that I am being charged for anything.

After many weeks Tech 2 turns up with new curtain track. Installs it all happy, and then asks me to test track. It has issues on my first usage. They identify multiple areas where the track is not running smoothing and identify the track is faulty. (at least it was identified while they were there).

I then receive an email stating if I did not reply to the email and confirm the details, they would not order my replacement rail. Like just get on with your job! I confirmed I needed a rail as the 1st replacement rail was not suitable. I also expressed my concerns with the process, no reply was received.

Many more weeks pass, and I am booked in to replace the track. Coming close to the date, I receive a phone call to push up my booking for a few days due to an opening, but unfortunately, I did not see the message until they had closed, and the day would not work for me anyway.

Today 2 July 2024 after months of waiting and stuffing around my tech does not arrive. I call up to find out, there was no booking (funny how I have a date and they called earlier to bring the booking forward) and even better! the curtain rail has not even been made!!! They would call me to book an appointment when it came in.

So, from a usable but bent track, I have waiting months, I have paid over $300, with more than $100 to go. I have an unusable curtain and no ETA on when I will get a usable curtain.

This is reminiscent of the service before a company goes out of business. I just hope I get a curtain rail fixed before they do. And I apologies to all the people I told after install how wonderful they were.