Martin Mac Guinness wrote on 12-15-2014

Very Poor Product and Customer Service

In Sept 2013 we paid $7000 to have 12.6m of curtains and pelmets fitted in our home. Over time we discovered that there were many problems with the installation and we brought these to the attention of Independent Curtains who chose to ignore our complaints. We supplied an independent report (by a member of the industry) which Independent Curtains dismissed out of hand. We took the matter to The NSW Civil and Administrative Tribunal which required both parties to attend and present their case and supporting evidence. We supplied a list of 28 items which needed to be addressed, supported by 43 photographs and 2 more independent assessments by companies in the industry. Still Independent Curtains refused to acknowledge the problems, but decided to go on the defensive and threatened to bill us for the time it took them to respond to our complaints, ($6891.50!). The Tribunal hearing lasted 2 hours and the findings were in our favour, with the Tribunal Member stating that Independent Curtains was “ in breach of the consumer guarantees provided under the Australian Consumer Law” which require goods to be free of defects. “I am satisfied that, taken together, the defects are so many and a few so serious that a reasonable person fully aware of them would not find the curtains acceptable”. Independent Curtains was ordered to refund our $7000 immediately, and to remove the curtains and pelmets carefully from our home within 2 weeks. This finally happened in Nov 2014. This procedure was long and drawn out, taking much time, expense and energy to compile our case in the face of total disinterest from Independent Curtains, whose statement “Total customer focus is the core of our business philosophy.” still makes me chuckle. Let the buyer beware....