Curtain Pole Store Avis 

Réponse de Curtain Pole Store

Actualisé le 27 août 2026

Dear Andy,

Thank you for clarifying your comments. We would also like to clarify our position, as we do not believe the review provides the full context of what took place.

Your enquiry was for a specific double-track configuration in Antique Brass. We checked the products available to us and explained that, although a double bracket is available in White, we were unable to supply the equivalent Antique Brass bracket required for your particular configuration.

You subsequently provided a link to a product listed on eBay. We accept your clarification that the link was provided to demonstrate that you believed the component existed, rather than as a request for us to purchase the item from eBay on your behalf. We are happy to correct that point from our previous response.

However, a product being available through another retailer does not necessarily mean that it is available for us to purchase through our own suppliers. We could not supply the complete system you required and did not feel it would be appropriate to sell you an incomplete or unsuitable configuration.

When we advised you to look elsewhere, this was not intended to be dismissive. It was simply an honest acknowledgement that another retailer with access to the component you required would be better placed to fulfil your order.

We will always try to help customers find the right solution, but there will unfortunately be occasions where a particular product or configuration is simply not available to us.

We checked your request and clearly explained that we could not supply this particular bracket in the Antique Brass finish you required. Unfortunately, following this explanation, the tone of the communication became increasingly inappropriate towards our team, and we therefore made the decision to end the conversation and recommend that you purchase from a retailer able to supply the specific configuration you wanted.

We are sorry that we could not fulfil your requirements on this occasion, but we stand by our decision not to sell or recommend a system that we could not supply correctly and in full.

Regards,

Curtain Pole Store

Réponse de Curtain Pole Store

25 août 2026

Thank you for your feedback. We are sorry that you were disappointed with your experience, but we would like to clarify one important point for anyone reading this review.

The product you ordered was not mislabelled on our website. We checked the product information following your enquiry and confirmed that the item supplied corresponded with the product ordered.

We completely appreciate that, after receiving the item, you wanted a different product. We were happy to accept the eligible item back, but we do not operate a direct exchange service. Our returns procedure therefore requires the original item to be returned and a new order placed for the alternative product.

We appreciate that this meant additional postage and was not the most convenient option for you. However, the return and new order involve separate shipments, each of which carries a courier cost that we unfortunately cannot absorb.

We are disappointed that you have chosen not to shop with us again, but we do feel it is important to distinguish between being unhappy with our returns procedure and the suggestion that the product itself was incorrectly advertised.

Curtain Pole Store

Réponse de Curtain Pole Store

21 août 2026

We are disappointed to read this review, as it does not provide a fair or complete account of how this matter was handled.

When the first pole was reported as damaged, we did not refuse responsibility or leave you without assistance. We acted immediately and sent a replacement.

When you subsequently reported damage to the replacement, we again investigated the matter. We requested your Ring doorbell footage because the courier's records showed the parcel as accepted without damage. Our request for evidence was part of investigating a courier damage claim — it was not, as this review suggests, an attempt to avoid helping you.

Our delivery information clearly advises customers that visible damage to packaging should be reported to the driver and recorded as "received damaged". This is necessary because otherwise the courier records the parcel as having been delivered and accepted without damage.

More importantly, it is simply incorrect to suggest that we then refused to take responsibility.

You were offered multiple resolutions: a further replacement, a return for a full refund, or a partial refund if you wished to keep the goods.

You made it clear that you did not wish to return the goods and instead proposed a £50 refund while retaining/discarding them. We did not agree to £50, but as a gesture to bring the matter to a conclusion, we offered £40. **You chose to accept that offer.**

We therefore find it disappointing to see the agreed £40 resolution subsequently presented as though it was something imposed upon you after we refused to help.

You were entitled to return the goods and pursue a full refund, but you chose not to do so. Instead, you accepted an alternative resolution which allowed you to retain the goods with a £40 refund.

We fully accept that receiving damaged goods is frustrating, and we apologise for the inconvenience caused. However, describing our customer service as "absolutely shocking" while omitting the immediate replacement, the alternative resolutions offered and the circumstances under which the £40 refund was agreed does not, in our view, fairly represent the service you received.

We respect every customer's right to leave a review, whether positive or negative. We equally reserve the right to provide the relevant facts when we believe important context has been omitted.

Réponse de Curtain Pole Store

Actualisé le 14 juil. 2026

Dear Dan,

Thank you for your review.

We are glad you noted that the track was competitively priced.

However, we must address the circumstances leading up to this review. You requested a free or heavily discounted replacement track after damaging the original during installation, and threatened a negative review if we did not comply. Additionally, your claim that we sent the incorrect track length was incorrect.

We do not supply free replacement products for installation damage, nor do we respond to threats of negative reviews. You are welcome to purchase a replacement track elsewhere, but we ask that you take care during installation to avoid further issues.

Regards,

Curtain Pole Store


Dear Dan,

Thank you for updating your review.

As previously mentioned, we tried to assist you as best as we could. However, our policy is clear: we are unable to offer free or discounted replacements for items damaged during installation.

Regarding your feedback about the instructions, we have reviewed them and found they do include guidance on how to cut the track. While bending the track can be tricky, it must be done carefully to avoid damage.

Additionally, we were concerned by the inconsistent details provided during our correspondence. You initially claimed the track was supplied incorrectly, but our investigation confirmed the damage occurred during installation.

Kind regards,

Customer Services
Curtain Pole Store

Réponse de Curtain Pole Store

Actualisé le 16 juin 2026

Dear Mohsen,

Thank you for your review. We are writing to address the points you raised and provide clarity regarding your order.

Firstly, please note that your order was a pre-order item, which was clearly stated as not being in stock at the time of purchase. We dispatched the goods as soon as they became available.

Regarding our communication, we responded to your emails immediately. However, the process was complicated by the fact that the correspondence was sent under a different name. When we attempted to reach you by phone, our calls were repeatedly ignored until we finally spoke with your wife, who clarified that you were the person communicating with us using her name!. Shocking.

Furthermore, the delays were largely due to the confusion caused when you initially cancelled the order using unacceptable language. After we successfully processed that cancellation, you requested that we reinstate the order. We found the nature of these interactions challenging to manage, as the tone used was both threatening and unprofessional.

We have now fulfilled the order as requested following these complications.


Best regards,

Manny

Réponse de Curtain Pole Store

12 juin 2026

Dear Joshua,

As previously explained via email, your second curtain track is still in progress and will be dispatched shortly. Regarding the mounting hardware, we have sent you an image of the bracket included in your order, which confirms it is the correct item.

It appears there may have been a misunderstanding regarding our previous correspondence. We would appreciate it if you could review that information before finalizing your feedback.

Best regards,

Curtain Pole Store