Purely Shutters Reviews 146

I have given one star for customer service. I called Purely Shutters on Tuesday to request a quote for my bathroom window, I was told that my request would be passed on and I would receive a call back, which I did. I was then told that there had to be a minimum of £450 spend for someone to call and give a quote and because I only wanted one window doing could I give a rough estimate of measurements for the window so they could check before coming out. I did this and was told that it came under the minimum spend so they wouldn’t be able to do the shutters. I then pointed out to the sales rep that I had previously had the front of my house fitted with shutters from the company, living room bay window and two bedrooms, which I have been pleased with, hence wanting them again.She then said that this was not established at the beginning of our conversation and she would check and call me back in about an hour. I received no call and no reply to an email I sent.
I consider this as complete snobbery and really bad customer service. If you can turn custom away you do not deserve it. I cannot believe that you would treat customers like this.

We had windows measured and shutters ordered in March. The person who came to measure was courteous and professional. We paid a 50% deposit and were told to expect around a 3 month wait for installation. After 5 months we finally got given an August install date and were told that the full remaining balance must be paid before installation can happen. On hindsight this should have been a red flag.

The fitter arrived and after about 30 minutes and some muffled phonecalls revealed that the shutters we had waited 5 months for were completely the wrong size and would not be fitted. Start again.

Some fairly underwhelming customer service emails followed, with scant acknowledgement of the fact we had already paid in full, and no attempt at mentioning any compensation to encourage us to wait longer until I brought this up myself.

We waited another 3 months.

8 months after we had originally ordered the shutters, and 3 months after we had paid for them in full, they were finally fitted. The fitter was courteous and professional and did the best job he could with what he was given. It took 3 hours to fit a single window and work continued until past 8pm.

The shutters themselves are mostly fine. For a single, fairly small window, they are adorned with 16 individual magnet catches which are little more than screws into washers that really detract from the overall appeal of the shutters. Having previously owned shutters with either concealed magnets or at least more subtle looking catches, I was surprised. When asking about this, we were told that this always the style used and they were not aware of a different style. A screw in a washer with no cover whatsoever is the only thing Purely Shutters can imagine could be used as a magnet catch. But they are apparently always on the lookout for design improvements.

They did eventually agree to a 15% refund for the measuring error and delay, although as of writing this has not been received.

I really wanted this to work out, but I guess it was too good to be true. They are cheap yes but my advice is go elsewhere.

I look forward to any attempt to refute anything above.

I have had shutters from this company in the past and the experience was great from order to fitting, the workmanship was excellent we were very pleased. This time however I have to mention how the team went above and beyond to ensure we had our shutters before Christmas. The company sent a fitter to fit the shutters after hours and was at my house until almost 10pm.
I cannot thank the team enough

From initial consultation to fitting we had amazing service. I was worried when shipping was delayed but I shouldn’t have been. They fit perfectly and look amazing

Apart from the long wait, all went smoothly. The measurements were spot on. The fitter was friendly, helpful and efficient. The shutters look good. All done with the minimum of fuss. What more can I say? Would recommend.

my other half said they would look good, she was right I am delighted with the finished result. Took a little longer than expected, but worth the wait. Joe the fitter was excellent, he had been delayed on his earlier job, but kept us informed and arrived with a smile and greeting and performed his work with speed, efficiency, quietly and gave us clear guidelines on how to work and clean our new beautiful shutters. Thank you Joe.

My shutters (13 windows) look fabulous! They have completely transformed the rooms. So much so that I plan to order for another 3 rooms I hadn’t originally planned to change the roller blinds. Really pleased with the installation - the fitter did a very professional job - and stayed very late to finish to complete the job.

It’s fair to say that delivery was long - 18 weeks - but I was warned upfront. All the other shutter companies give similar timing for delivery as the wood comes from Canada and construction comes from China. The quality looks very stylish and sturdy - and in my mind superior to the Hillary blinds I had fitted in my last house installation. As with other companies, they ask for half the payment upfront and half just before installation - which is reasonable. So I would happily recommend Purely Shutters.

We ordered back in June. Shutters arrived and were fitted 2 days ago. They don’t fit because the sales rep measured it incorrectly.
Nobody has bothered to contact us from the company to say what the next steps are- despite being told they would. We have paid over £3000 for shutters that don’t fulfil the point of being shutters. It is now cold and we are losing the heat that we can afford to put on through the windows that are now not correctly covered.
We were offered £150 in compensation due to them taking 6 months to arrive (the fitters said that this was a ridiculous amount of time) which we accepted but I had to remind the billing department to add this to our final invoice.
The fitters themselves were great and friendly- it’s such a shame that the customer service team let everyone in the process down.

Fantastic service from start to finish. Shutter quality and fitting both excellent. The simply look amazing. Thank you.

I have just had shutters fitted by Purely Shutters and I couldn't be more pleased.

The fitter, Chris, was helpful and thoughtful and left my room clean and tidy afterwards.

My whole experience with Purely Shutters was good,
- from the order to fitting - I highly recommend them

I can highly recommend purely shutters, they are professional and provide a good service. They were prompt and responsive and the shutters are high quality. The fitter and the surveyor were both friendly and helpful. They were the cheapest of the 3 quotes I received from various companies. With everything said you still want to email them to check how things are progressing with the order however things went smoothly for me. I got my shutters installed in the 13th week. They delivered what they said so no complain here.

This company has been a nightmare, ordered some shutters in June, and excuse after excuse pushed back fitting from Start of September to (and as of time of writing on 4th November) God knows when, with no sign of the product I have paid for..

As of their email on 14th Sept
'I’ve followed this up with our logistics teams who have informed me that due to delays at ports along the journey your shutters have been delayed docking into the country.

We currently have a provisional ETA of Mid-October.
Once your shutters have arrived at our UK warehouse, we will contact you to offer a date and time for your installation appointment
'
I have just recevied one today (4th Nov) Stating....

We just wanted to let you know that the shipment containing your shutters is currently off the coast of the Isle of Wight awaiting to dock in the middle of next week. There has been some slight congestion at the ports due to the storms this week which knocked back their docking by 1 week.

Please note that this is subject to change due to instruction from the port authority'

Was it even anywhere close in Mid October?

Just seems like lie after lie..

Wonder if they'd be the same if i didn't pay for 6 months...

Will be taking this further under the sale of goods act if no sign by end of November, have already spoken to my credit card company warning them.

Looking at reviews here, seems they have been taken over by another company and terms and conditions have been changed?

EDIT:

Been told a friend of ours ordered in August, and has been given a date of fitting...... probably because they are an influencer.....

Funny review for me this one as the shutters and fitting were great. There is a But though and in this case its in the small print and the initial design. Basically when you arrange a quote they get you to sign for it and then if you decide to go ahead at a later date you have already committed to their terms & conditions. The one we take exception to is the requirement to pay in full for your shutters a couple of days before fitting. This is without seeing what you are getting (other that in a brochure) or the quality of the install or even if they were measured correctly. They basically hold all the cards and even say you won’t get your deposit back if you refuse to pay up. We have never come across this before as all the businesses we’ve used recently have taken a deposit and in one case staged payments (was a big job) and only asked for final payment when you are happy. We believe you should have confidence in your product and fitters. We showed our commitment to the deal by giving you half the money upfront and you should show belief in your product by not taking final payment until your obligations are complete. I don’t know if you have had none paying customers in the past but we’re not one of them.
The other issue we have is that because of the way the shutters were designed they cannot be opened to clean the windows because a curtain rail is in the way (it was there at the design stage) so the only way now to clean the windows is to knock out all the Hinge pins and remove the whole lot.

We had 2 Previous orders with Purely Shutters which were superb.
In February we had a survey for a third project and eventually the shutters were booked for installation end July. A much longer delay than we had hoped. In the interim the company was taken over and the problems began. Prior to installation we received an email demanding that full payment be made 2 days before the installation. We challenged this and were told that terms and conditions had changed but as long as we agreed to pay the balance in full on the day of installation they would honour the appointment. The installation was a disaster. The units had been measured incorrectly and were installed with gaps between the ceiling and one side wall. It’s a mess and remains a mess. After the installation we were sent a “Final Email” encouraging us to write a review about our positive experience. I held back. I now write that review although the project is incomplete.
We are now advised that the replacement units will be arriving in the country in mid December.
Customer Experience Executives have shown no contrition or understanding and in fact have been obstructive and have taken Customer service to a new low.
Be very careful about using this company. Be careful about paying before you are entirely happy with your installation.

Contacted Purely Shutters, Hillary Blinds and another local company to come out and quote for several shutters in my new home, a man came out from Purely shutters first of all and priced it all up for me, he texted me a few times to confirm the booking and ask if a particular time was suitable etc and initially I was very impressed with the ease of communication via text and the prices quoted, I text this person several days later asking about a particular offer they had online to which he replied saying he will ‘run the numbers by the office’ and see what he could do, again this impressed me as I hadn’t actually asked for any discount and was happy with the initial price I just wanted to check if a different type of wood was cheaper. A couple of days later he got back to me with some extra discount, fantastic!
I asked if the extra discount would apply if I only ordered 3 of the shutters I was quoted for and he said yes, brilliant I thought, so I replied thanking him and asking for written confirmation of the total of those 3 shutters as I wanted to go ahead and place the order and was told it would be sent to me later that day, fast forward 7 days and I still had not been sent it so I sent another text saying sorry to pester but I didn’t receive the price confirmation? To which he replied saying again that I will receive it that afternoon, needless to say I did not receive anything, he actually phoned during this period to chase up my quote and see if I wanted to go ahead with the order and obviously I pointed out that I had been waiting to order for the past couple of weeks but kept being told I would receive written confirmation of the total price and didn’t, he then told me the price over the phone while I was driving - all I wanted was him to confirm it in writing so I could go ahead and order but okay at least now I have it confirmed I thought… I then messaged with a simple query regarding two of the shutters as whilst waiting for his reply I realised they may need to be inside the recess rather than out so curtains can go up and I was yet again ignored, I then messaged the following day explaining the query and asking if I could place the order that day and he ignored me again! 😩🤦🏻‍♀️

I then received an email from shutterly fabulous saying we know you’ve received a quote from - - - - - and let us know if you want to order

By that point it had been two weeks since I asked for the amended total so I could place my order and I was seriously hacked off, what annoyed me the most was that I had cancelled Hillary blinds and another local company coming out to quote after purely shutters as I was initially impressed with them, something I very much regret due to the wasted time as I could have had some shutters on order with another company.

What I don’t understand is why this man did not just reply to me saying they’ve just gone into partnership with another company and my quote will be passed to a different team etc

To just ignor the customer and leave them hanging which wastes their time is both unprofessional and rude

I just feel let down and sadly I can only give 1 star as they didn’t enable me to place my order 😞

Great experience, from start to finish, with competitive prices, and good service, would highly recommend them.

Very happy with the final product quality and look. Had plantation blinds fitted in the whole house. Very good value and excellently fitted. Would definitely recommend.

Delighted with the overall service, from survey to install. Very polite staff and very professional. Would highly recommend

Kind regards

Tony Smith

Hereford

Great service , very professional and the fitting service was just brilliant .

We had our shutters fitted and found them to be high quality. However we are very dissatisfied with their fitting. There were considerable damages on the skirting boards as well as walls around. Also the Fitter has injured himself and left a blood stain on the duvet cover that bled through and stain the duvet as well. Instead of letting us know he's had an accident he decided to turn over the duvet so that the blood stain would be facing down. I straight away saw that the duvet has been misplaced and when I found the blood stain I felt disgusted. The Fiter knew we have a newborn baby and thought it was acceptable to touch people's bedding. When we reported this to the Company's Manager we were told it's not in their employees nature to cover things up and wanted to offer us some money which we declined. They made us feel very uncomfortable for giving them feedback as well as basically calling us liars. I've changed the bed that morning - obviously with a clean duvet cover! I must have injured myself while making the bed...bled...turned the duvet over myself?! I feel you need to review your values coz if your employees do not feel comfortable to take ownership for their mistakes something isn't right...