Dear Mrs Pearce,
We are very sorry to hear you were dissatisfied with your Electra Blinds experience. As discussed, your blinds were indeed manufactured to the measurements you supplied, as a blind inputted on the Electra website at 200cm width inside recess mounting is manufactured at 199cm width. Information that 1cm will be deducted from the supplied width measurements of blinds ordered as 'inside recess' is expressly stated on multiple pages of the Electra Blinds website, on the measuring guides and on the downloadable measuring templates which we expressly advise all customers to use before ordering their blinds.
As such, we stand by our position that we have acted in good faith by manufacturing your blinds in accordance with the inside recess measurements provided and believe the ordering procedure on the Electra Blinds website is clear and also standard practice within the e-commerce blinds trade.
We do offer optional mismeasure protection wherein for an additional payment at checkout we will replace all blinds if they are found to be mismeasured. During the subsequent email conversations, we did let you know that regrettably, as the mismeasure protection was not added to your order at checkout and our blinds are bespoke, in accordance with our terms and conditions we were unable to replace or remake the blinds in question.
We did however recognise that a genuine measuring mistake was made and offered a reduced price for the replacement of your mismeasured blinds as a gesture of goodwill (without any admission of fault on our part). Unfortunately this offer was not accepted by yourself.
We acknowledge that your Feefo feedback request was placed on an initial hold while we tried to resolve this issue with you directly as we do care deeply about our customer satisfaction.
Our gesture of goodwill offer of replacing the blinds at a reduced price remains should you change your mind.
Best regards,
The Electra Blinds Team
