Poledesign Reviews

Unbelievable

I had high hopes from the enthusiastic website when I ordered a Silent Gliss pole from Pole Design What was appealing was the fact that the item would according to the company s website arrive with me after the 2-5 day lead time The website assures customers that if the lead time is longer then customers will be notified by email Sadly this is not the case and had I known about the experience I would then receive I would have used another company who I then found to be extremely helpful professional and more significantly polite based in the New Forest I ordered a pole on 4 8 and then foolishly went away assuming the pole would be with me upon my return on 18 8 ready for the arrival of my relative whose room needed the pole Alas it was nowhere to be seen I contacted the company and Karen advised replying on the Saturday that it would be looked in to I explained the reasons for this urgently on a personal level but moreover had paid 8 95 for carriage within a designated timeframe Monday came and having tried to make contact to a couple of different departments via their automated system around 9 30 hopefully giving Karen time to ascertain the whereabouts of my pole and prior to me going into a meeting I spoke with another lady who was adamant I would have had absolutely no response from them on a Saturday I did and she would get in touch with me when she knew more I had hoped for a bit more than this given the sizeable delay to my order not to mention perhaps that old customer adage of sorry about this I asked if it might be possible for her to telephone her supplier rather than wait for an email response and she snapped at Le we do not give out phone numbers - which was not what I was asking It sounded as it I had been placed on loudspeaker elsewhere in the room so perhaps she just couldn t hear me In any case this impolite and incredible approach continued I had already found another pleasant supplier who would cut the pole to size and send it overnight When Karen called me - after me receiving an email advising that my order had been forgotten - she categorically disagreed with my discovery and said I think you will find you have not She then quoted the consumer rights act to me and told me the order was not able to be cancelled This is untrue as the terms had already been broken and the order had not even been processed aside from the distance selling regulations I tried explaining the the urgency of the pole s arrival relative coming to stay to convalesce yet she cut me off mid sentence just like her colleague had done earlier that day The service I received was astounding I have never experienced a conversation like it I asked that the pole be sent next day delivery but there was apparently no guarantee of that Needless to say the item arrived 2 days later despite my requests of having tracking details this was not provided From the Trustpilot reviews I am not alone in my experience I would recommend you find an alternative company to supply poles Never again

Once upon a time I bought a curtain pole from Pole Design

The most valuable thing about purchasing a curtain pole from Pole Design has been my now unwavering determination to always read Trustpilot reviews of companies before buying things from them So I ordered a curtain pole in April which it turned out was actually unavailable The seller Karen only told me that it was unavailable after I d sent three emails asking for an update in June - so had I not chased I probably still wouldn t know that it was unavailable to this day Karen offered me a replacement pole for 85 more and tried to bill me for it which I declined as I couldn t afford it I then started to see just how forcibly she would hold onto my money with absolutely NO acknowledgement of my requests for refunds throughout the whole process She offered me a pole within my price range which was actually cheaper than what I had already paid her for the one which was unavailable which I agreed to provided it could be delivered by the Friday of the following week She said of course it can no problem I asked for a refund of the price difference - absolute radio silence By the time Friday came you ve guessed it - NO POLE D I then asked her for a full refund not just a partial one - absolute radio silence Miraculously the pole turned up the following week because Karen would clearly rather trepan herself in the head than give you your money back To this day she owes me the price difference and I m guessing I ll have to write it off as a sacrifice at this rate - but am writing on here instead so that you folks don t have to do the same On the plus side the pole she did send is lovely very happy with that And I m sure that Karen is a nice woman who has friends and family and such But regardless of whether she has nice poles she should not be running a business and doesn t deserve your money My advice take it elsewhere Plenty of other companies will appreciate your custom a damn sight more and won t behave as though they re actually entitled to it If I could I d leave a 1 star review for Karen s customer service and a 5 star review for the pole - but leaving a Trustpilot review of 1 star for Pole Design isn t just a preference it s a public service Also if you re struggling to get your money back from her raise a chargeback request with your bank If Karen s managed to get to the bottom of this review she ll probably say that I need to go and lie down like she says to other customers who tell their similar stories on here You can t run a business lying down Karen There s a reason that we re all complaining if something stinks 10 000 flies can t all be wrong for congregating around it Go and do something else you enjoy instead and leave running a business to those who actually give a damn about their customers

Avoid at all costs

AVOID Have just had such a terrible experience with this company Before placing my order Karen is sweet as apple pie accommodating and seems very helpful and thorough However once the order is placed and paid for prepare for zero customer service and delayed response to emails and calls I had to chase for several days before finding out when our rails would arrive And once they did arrive we had terrible problems with running the tracks and opening the curtains Highly embarrassing as we had work clients staying with us that weekend and their curtains would not open or close without 3 people manually pulling them Not what you would expect from a top brand like Silent Gliss Upon calling and emailing the response was that they needed cording at both ends One sentence nothing else I didn t even know what that meant and so upon asking I was told it would cost a further 150 on top of the already 480 tracks To give you some background we supplied EVERYTHING we needed in advance we could not have been more thorough I sent diagrams with photos and full measurements with descriptions of our order as they re hanging just underneath some very old and listed coving which we had to protect Karen was unbelievably rude to me and basically refused to help at all I then spoke to a rep at Silent Gliss who was incredibly helpful and managed to fix the problem for me Simple spraying with silicone Apparently something they always advise but Karen didn t even think to suggest it Instead she wanted to charge a further 150 unnecessarily obviously to make more money out us She then refused to cancel my 2nd order which was paid for at 3pm and apparently by 8 45am the following morning was already in full production and too late to cancel Considering her delay in getting back to me I find this very hard to believe Another 600 spent with a company I wish I had never come into contact with in the first place I usually deal with John Lewis but because of lockdown that wasn t possible in May She is now also refusing to refund me for some gliders and brackets that we no longer need which is not in line with her Terms Conditions therefore illegal Apparently the admin charges for her are greater and she will therefore NOT refund me for a product I do not need I am 40 weeks pregnant now and each email or phone call with this woman makes my blood boil It s just not worth it Avoid avoid avoid Go to a trusted company or use a supplier that Silent Gliss recommend She wasn t even on their recommended list when I called them

DO NOT USE THIS COMPANY

I wish I had consulted Trustpilot before buying from Pole Design as the products on her site are not exclusive so can be bought somewhere else and the warnings in these reviews reflect my own experience It s not a company it s just Karen and she is where the problems start and stop you get a flavour of this in her response to one reviewer telling her she needs to lie down This is what happened in my case - I was referred to Karen by the pole manufacturers as a supplier of their product She responded very promptly indeed sending a quote through by email later on this speed of response turned into pushiness but we ll get to that - The quote was more expensive than the price showing on her website I pointed this out to Karen who reduced it without explanation to the amount it should have been in retrospect the first warning bell - Once the poles had been delivered it became clear they were not suitable and I spoke to Karen about alternatives Again she was very efficient in quoting for other options but these were more expensive I emailed to explain it was beyond my budget and Karen replied saying she d discounted that price and without confirmation from me as to whether the reduced price was now affordable would arrange collection the following day as part of an exchange - Once it became clear to Karen that a refund was unavoidable she told me I would have to pay 55 38 to return the poles - a punitive charge that bore no relation to the actual cost of returning items I had no choice but to pay it - The couriers were given the wrong postcode for collection so a day spent waiting for them to arrive was wasted - Once collected the refund was to have taken 14 days to reach my account 19 days later it still hadn t arrived I emailed Karen to ask where it was and it was only this that prompted her to issue the refund telling me it would take a further 5 working days to come - a total of 27 days since the items were collected I have no doubt Karen s modus operandi is not to action any refunds until they are overdue and being chased Apart from demonstrating sharp practice this raises questions about her own cashflow management and the stability of her business The people who really need to be reading these reviews are the manufacturers who supply their products to Pole Design as Karen is their retail face and currently does a great disservice to their brands

Just had a really horrible experience

Just had a really horrible experience with this company I got my tracking link and it didn t work I called the company to ask if they could supply the full code the link they sent was incorrect so I didn t have to wait in all day and was told they d call me back but they were busy and had other things to do I asked if there was a timeframe for calling me back and the woman I was talking to started to hound me off the phone I was made to feel I was interrupting their busy day I asked again very politely if they could then just give me the code and that I d look it up myself on the courier website if but she claimed they had no tracking number or booking code That sounded really odd - whenever I ve booked a courier I m always given the tracking number I remained calm and polite but then she tried to order me off the phone again at one point I thought she d hung up on me but she was refusing to speak and then an even more aggressive man came on the phone The clear impression was they were very busy and didn t want to help me It was made extremely clear to me that I was to get off the phone and I realised they couldn t care less about supplying the tracking number which would probably have taken a couple of minutes to look up for me I ve never used this company before - normally use John Lewis - and I m appalled and genuinely upset by how aggressive they were on the phone No idea when my order will turn up today and I would advise other customers to avoid this company because of this horrible experience I made the call on speaker phone and my neighbour was visiting so she can independently verify this to support this review Like me she had never experienced anything like this before I don t normally leave reviews like this because I ve never had this happen before but I would hate for anyone else to be made to feel like this

AVOID this company

AVOID this company I thought I had ordered a bendable curtain track from this company costing almost 200 as the website states that this particular track Silent Gliss 3000 can be bent and the illustration alongside the online order form I used clearly shows a bent track It turns out that only the company can bend it for you and you can t bend it yourself When I called to discuss this and how I could resolve the problem of having ordered a track that wasn t what I wanted I encountered a very aggressive lady called Karen who refused to accept that it was conceivable that I could have made this honest mistake I asked her why there would be an illustration of a bent track on the order form for a straight track that can t be bent by the customer She lost her temper told me I was wrong and hung up on me I genuinely can t remember an occasion in my life when I ve been dealt with in such a rude and aggressive way after buying something from a company This company needs to go through their website in detail and update it to remove any ambiguity to avoid customers like me wasting hundreds of pounds buying the wrong product by mistake Unfortunately based on Karen s aggressive and dismissive attitude today I don t think that there will be any appetite on this company s behalf to improve customer service so I d advise people to AVOID this company

DO NOT USE THIS COMPANY

DO NOT USE THIS COMPANY Absolutely nothing but problems Awful communication They charged 9 95 for delivery quoting 3-5 working days only for me to have to start chasing up delivery two weeks later to be told the item wasn t even in stock I said I wanted at least my 9 95 back to be told no we don t guarantee delivery If you want it you ll have to wait After yet another week and STILL no delivery I chased again and again to then be told that it still wasn t in stock and would be another week At this point I asked for the order to be cancelled and a full refund given After yet ANOTHER week I have still got no refund and have just received an email to say my order has been dispatched In the meantime I ordered a pole elsewhere and received it within 2 days so don t need or want this one any more Absolutely awful experience and would never use this company again At this point I am still waiting for my money back An absolute disgrace

AVOID if you don t want to be robbed

AVOID if you don t want to be robbed My husband and I placed the order made to measure but there was a problem with the payment and it got rejected on the webside We decided not to bother and we placed the order somwhere else Soon after we got a confirmation of order from pole design We messeged them straight away to cancel and get the refund and here the problem started They charged us 25 handling fee and said that cancellation was their goodwill gesture as made to measure items cannot be cancelled This goodwill gesture costs 25 Absolutely disgusting I will add that the order was placed on Sunday evening and this is when we contacted the company so there is no way they started doing something about our order There are many companies who treat better their customers and don t charge 25 for cancellation and their mistake really