“I'D ENCOURAGE EVERYONE TO THINK TWICE BEFORE USING THIS COMPANY!!! Initially I ordered Curtain poles for a bay window which arrived but were rusty. Agreed for a new set to be sent. I can commend them on their speedy delivery, however once again poles were rusty. This is where the nonsense began. After 2 sets of rusty poles had been delivered i decided to cut my losses, get a refund and go elsewhere. I communicated respectfully and politely with Manny who I later established runs this company. He advised me the errors were in relation to trainee staff working in the warehouse who had not been correctly trained. I was asked to get rid of the set of poles myself which I refused to do as its not a simple case of putting the poles outside to be collected. I was assured the poles would be collected by a courier. I was then asked to provide pictures of the rust on both sets of poles even though I had already provided pictures and was then told my refund would not be processed until the courier had taken receipt of the rusty poles even though they had told me to dispose of the first set myself. After communicating the whole time respectfully, I'd had enough and just wanted my refund so I could go elsewhere. When I said to Manny I would be sharing my experience He said I would be slandering his company which was the icing on the cake. I explained to Manny what slandering meant and that was essentially accusing me of making false allegations about his company and my experience which is completely out of order and untrue. I appreciate that he may not have understood the word and how to use it, but to say I was slandering his company is completely unacceptable. As of yet this whole ridiculous experience has gone on for over a month and Manny still hasn't refunded me my money. All I can say is think long and hard before you use this company.”

Helpful Report

Posted 2 years ago

Dear Neil, Thank you for your review. We tried our best to resolve the issue with you. Unfortunately the courier was unable to collect and we did struggle with this. Refunds are issued immediately once a collection is confirmed, however, in your case the collection never went ahead despite numerous attempts in arranging this. The reason why we worked hard tried to calm the situation down with yourself is because you were aggressive and this upset many team members working in the sales department. But we did not allow this to stop our support for you. You were refunded and so we advise that you check the correct bank for the refund. The poles should never have been sent as faulty. We apologized profusely for this and we tried our best to rectify the issue. Unfortunately, despite all of our efforts in staying in constant touch with you and explaining how the order went wrong (as some customers prefer honestly over lies) you were still aggressive towards us. We are grateful that the managing director managed to put an end to this with an immediate refund, apology email and agreeing that you can dispose the poles yourself as we could not find a courier to collect this, you were still unhappy with the outcome. The director politely reminded you the hard work us ladies put into helping you when you threatened a negative review. Have a lovely day. Kind regards, All the ladies from the sales team

Posted 2 years ago

“The pole were rusty and very bad condition”

Helpful Report

Posted 3 years ago

Dear Anonymous, We are sorry to hear this through your review. The pole set in your order should not have been received as rusty. We have received no communication from you to advise of this condition as a replacement or even a full refund would have been issued had you emailed in. We would strongly advise that you email us with the images. You have had the order for over 4 weeks and it is concerning for us to learn about the issue on the reviews page. Kind regards, Sales team

Posted 3 years ago

“Two weeks after ordering we have still not received the order”

Helpful Report

Posted 3 years ago

Dear Mandy, A delivery was attempted by the courier on the 9th of August and your order was placed with us over the weekend. You must not have been at home during this delivery attempt hence why you had no order. However, the courier should have delivered the following day if you had rescheduled this. From what we can see, you have already emailed in regarding this issue and we have worked hard to resolve this for you. We were only notified of your non-delivery a week after it had been dispatched. Had we known earlier we could have resolved this sooner and avoided you from writing this review. We are sorry that your order was not received but the courier did try to deliver and we have managed to get the order to you. Kind regards, Sales team

Posted 3 years ago

“Never received curtain pole”

Helpful Report

Posted 3 years ago

Dear Kevin, Thank you for your review. It is disappointing that we were not informed of the no order until you wrote this review. No delivery is very uncommon and we do tend to fix this quickly if customers email us to advise there has been no order. We will look into this matter and advise you by email. Kind regards, Sales team

Posted 3 years ago

“The poles were very scratched and had dents in them when they arrived, although they were well packed”

Helpful Report

Posted 3 years ago

Dear Christine, We are sorry to hear about this. As we have had no email to advise us of this issue, we have been unable to assist. Products should not be received in poor condition, and if they are, we replace them immediately. You have had the order since 14th April and with today being 28th April, we are disappointed that you have not made contact directly with us. Kind regards, Sales team

Posted 3 years ago

“Poor quality product”

Helpful Report

Posted 3 years ago

Dear Dan, Thank you for your review. We are sorry to hear this. As your order was for a entry level pole set priced at £83.99 Rolls Honister 35mm at 300cm, the price of this pole set is perfect for the product. If you can email us what exactly you are not pleased with, we can help advise you. Kind regards, Sales team

Posted 3 years ago

“I bought the bay window curtain pole and they are very poor quality! The connectors keep following apart bring down all the curtains! I have to glued them with super bonder to avoid dropping ! Don't buy it!!!”

Helpful Report

Posted 3 years ago

Dear Isabela, Thank you for your review. Unfortunately, you have not advised us about this by email as we could have helped! What you have described is unusual but it can happen if you have either not installed the 28mm bay kit properly or used the incorrect curtain weight on the pole. If you wish to discuss this further, please email us so we can help. The bay window kit you have purchased is our entry-level kit at £79.99 for the Universal 28mm 3-sided bay window in black. These can take only 11kg curtain weight. Kind regards, Sales team

Posted 3 years ago

“Purchased a flexible track for a 5 sided bay window. Track was far too inflexible and caused damage to decor trying to establish if it would fit. Complete waste of money and as it had been taken out packaging no refund available.”

Helpful Report

Posted 3 years ago

Dear Anonymous, Had you purchased the track from us we will accept the return as long as the packaging is fully intact and if you are within the returning period. Only under extreme circumstances that we refuse returns. It seems as though you have bought a track that is not advised to be used inside a bay and the product description on all tracks advises whether the track is bendable or not. Kind regards, Sales team

Posted 3 years ago

“Not good - doesn't look distressed - colour looks different to picture - too expensive to return.”

Helpful Report

Posted 3 years ago

Dear Anne, Thank you for your review. We are sorry to read this. Customers are encouraged to buy a sample before committing to the purchase as this enables you to view the colour. We understand that colours on the computer screen can look different to real life. We can see that you did not purchase a sample. Returns are not free of charge and we have offered you a chance to use our courier which is cheaper than using your own. We hope you are able to either use the order or contact us again for the return. Kindest regards, Sales team

Posted 3 years ago

“I still cannot return this item despite repeated attempts to make email contact. I cannot call on the phone and have a curtain like that is not suitable that I cannot return, please help !”

Helpful Report

Posted 4 years ago

“STILL AWAITING DELIVERY NOBODY ANSWERS THE PHONE”

Helpful Report

Posted 4 years ago

Dear Harvey, The order has been noted as delivered on the 25th of November. As there has been no email or voicemail message left by you, this non-delivery was not pricked up until now after your review. We kindly request that customers allow us time to fully investigate their claims before issuing a review. We can now see that today you have emailed in after rating us, we will now look into this for you. Kind regards, Manny

Posted 4 years ago

“Communication good at first, then a stupid, lazy courier failed to deliver. The store were extremely slow to chase, didn’t seem bothered at all, until they realised I was less than happy! I nearly cancelled the order as the second pole went missing in transit…. I couldn’t believe they were using the same courier again and not expediting the original order, using eg Royal Mail next day delivery. Less than impressed, the order finally arrived more than a week later.”

Helpful Report

Posted 4 years ago

Dear Judi, Thank you for your review. The order failed delivery originally as you were not home to assist the driver with directions to your house. The driver was unable to use the narrow lane due to the size of his van. You did not cooperate well with him to help have the order delivered. We then stepped in to have the order delivered to a more accessible location i.e. your workplace. However, whilst trying to organise this the pole set went out of stock (due to the high demand) and so we had to wait for the original "failed" order to be returned to us before having this resent. We were trying our best to have this resolved for you. Failed deliveries as an outcome of the customer not cooperating with the delivery company, can, unfortunately, take a little longer for us to quickly resolve. Faster replacements can be sent when an order is damaged or is faulty. Customers need to be available on the delivery days to assist courier drivers, especially if your location has restricted access. We are disappointed by your review as we did everything we could to have your order finally delivered. Kind regards, Sales team

Posted 4 years ago

“Purchase a curtain pole for my bay window. It’s absolutely rubbish! Cost over £100.00 and it awful. Marks on the pole. Very bulky and the Curtain doesn’t move around the track easily. Complete waste of money!”

Helpful Report

Posted 4 years ago

Dear Customer, Thank you for your review. You have ordered a bay pole metal pole set, not a track?. The size is 28mm and should not bulky as our 35mm. We have had no contact from you regarding this issue. The issue with rings not gliding across the pole will be caused by the incorrect ring alignment caused by your curtain. Either you have not used the correct weight curtain for this 28mm set, we advise using 11kg max, or you have not placed the hooks correctly, we advise using the top part of the curtain tab. Many reasons concerning the curtain, not the pole can cause the rings to snatch at the brackets. Please get in touch with us directly. Kind regards, Sales team

Posted 4 years ago

“Waited nearly a week for delivery of a few curtain pole rings. Delivery change seemed excessive at nearly £8”

Helpful Report

Posted 4 years ago

“I recieved my order but the brackets and rings were missing. I've emailed you 3 times and no reply. Very disappointed, would not recommend you 😒”

Helpful Report

Posted 5 years ago

Hello Maxene, Thank you for reviewing us. We are sorry to hear about the issue described. Unfortunately, since we have received no communication from you regarding the loss of the items in your order, this matter has only been brought to our attention via this review. Had we received the email, or a phone call your order would have been resolved quickly. With your order being a bay window at 28mm, the brackets and rings are always posted separately, and I can see that we emailed this information to you prior to sending the order. Please contact us by phone and ask for Manny. This will be dealt with urgent attention. Kind regards, Sales team

Posted 5 years ago

“Ordered a satin silver curtain pole for bay window which I got and then few days later received the fittings which were all antique brass and recieved the wall fitting rather than the ordered ceiling fixtures.”

Helpful Report

Posted 5 years ago

Dear Anonymous, Thank you for your review. After checking your order number, I can see that your order was sent incorrectly due to a picking error. We apologise for this and have already collected your order for a full refund. The brackets sold in the Speedy bay window kits are not advertised as ceiling fixed. They are all wall fixed brackets. Kind regards, Sales team

Posted 4 years ago

“I have only given one star because I have tried several times by phone and emails and have had no reply there were bits missing from the curtain pole that I had to go out and buy, also I am trying to purchase additional parts but can’t contact anyone,”

Helpful Report

Posted 5 years ago

Hello Kim, I am sorry that you feel a 1 star is appropriate for us. If you have emailed in this morning, we will aim to respond within 3 hours. The same will apply with voicemail messages. I am sorry if you are unable to wait for us to respond . We have experienced a high volume of orders and queries and we will do our best to get through these as quickly as possible. Please can you allow us the time to respond to your query. We have asked you to revise this review in response to our email to your query. Only 1 voicemail message and email has been picked up from you since this morning. Kind regards, Curtain Pole Store

Posted 5 years ago

“Issue with curtain holdbacks and parts missing difficult getting them to sort out you even got in contact with the supplier and feedback was nothing missing had to chase and explain again you then said you had received an email from the supplier saying I was correct and then forwarded the missing item I left 4 messages without a call back excuse was working from home but someone should be checking”

Helpful Report

Posted 6 years ago

Hello John, Thank you for your review. We appreciate that you had trouble getting in touch with us by phone. As explained, due to Covid-19 we are all working from home and not all phone calls are being answered due to restriction on the number of workers available to work. The best form of contact is by email. Your wife initially contacted us and gave the wrong information on the issue with your hold backs. We acted on this information and gave you feedback that there was no action required on our side. It was only when your phone call was answered and you explained fully what the problem was, that we were able to help and quickly resolve the issue. We are all working hard and to the best of our ability. I am sorry that you feel we let you down based on our first attempt to help you. Kind regards, Curtain Pole Store

Posted 6 years ago

“I ordered an antique brass curtain track. I had found it much cheaper elsewhere but there was a long wait so I decided to go with the curtain pole store. However, I then got an email saying the product was out of stock. I was offered a longer track instead "at no extra cost". However, this would mean I would have to buy a small saw to cut it to size and then dispose of 1 metre of track. When I asked for a discount for the inconvenience they were adamant that they had already given me a discount! When, in fact, I would have saved over £10 by buying the item from another online retailer! My advice, check that the item is really available and compare with other suppliers!”

Helpful Report

Posted 6 years ago

Hello there, Thank you for taking the time to review us. As your order was out of stock due to a high demand of the curtain track as ordered, we offered you a longer length of track at our expense. This was so you could receive the order sooner without having to wait for the current out of stock order and also we didn't want to disappoint you. You asked us for a further discount on the longer length track to which we had to decline. As a goodwill gesture, we always offer an alternative product which is always more dearer than what has been ordered, hoping to make the order work. No other customer has asked for further reduction on a longer length pole or track. Most customers are delighted to have been offered this so I am disappointed that you felt the need to review us with a negative review as you were clearly upset by my gesture of offering an expensive product. We tried to help and unfortunately because we declined your further discount, you reacted with a negative review. Being a small company we cannot always offer discounts to orders which we are happy to offer an alternative which is slightly dearer to the current order. I'm sorry that you felt upset by this. I hope you stay safe during these unprecedented times with Covid-19. Kind regards, Manny

Posted 6 years ago

“still waiting for a delivery”

Helpful Report

Posted 6 years ago

Hello Didar, Thank you for your review. As you will know we are facing difficult and unprecedented times with the Covid-19 pandemic. Your order was despatched within 48 hours of placing the order and we hoped that the courier would deliver to you before the bank holiday weekend. You had emailed us on 14-04 for an update to which we responded with an apology and assured you that we will have an update from the courier. I fully understand your frustration with the delivery, but all we ask is for customers to allow time for orders to reach them. We do all we can to despatch orders on time but then rely heavily on the courier to deliver. Reviews are sent automatically to customers and so we ask that you refrain from reviewing us until we have resolved your issue. The courier we are using are working extremely hard with a low number of drivers. Please show some support and empathy towards those of us who are leaving home to keep the economy going. Negative reviews such as yours only dampens our moral. Unless you are planning a holiday anytime soon during lock down, please allow time for the order to reach you. Kind regards, Manny

Posted 6 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	96%
Accurate And Undamaged Orders	95%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour

Curtain Pole Store Reviews

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