Shutters Direct Avis 

I received a small shutter on Wednesday and opened the packaging on Thursday. I have a number of issues with the product. I have tried to call numerous times but the office was either closed or I was placed at number 9 in a queue and after 20 minutes had only moved up to number 8. I sent a number of emails between 30th June and 6th July. I have had a couple of unhelpful replies from someone called Courtney but have had no response since my last email on 6th July.

I am concerned about a number of issues.

1. Contrary to the website assembly videos of what to expect on delivery, the frame was already assembled and shutter door hinged onto the frame. This means I will have to unscrew the panel hinges from the frame to fit the frame as I don't want to risk removing the hinge pin without chipping the coating.

2. The frame is not pre-drilled as suggested by the assembly videos on the website. I would not have ordered this product if this had been made clear.

3. The pdf document of instructions to fit the shutter which was emailed to us does not resemble what we have been sent. Courtney replied and said that the instructions are out of date on the website and sent another set of instructions which also bear no resemblance to what I have been sent.

4. I was not sent any of the appropriate length screws or rawl plugs to fit the frame to the recess. A photo of the pack we were sent was emailed to them along with photos of all our other concerns.

4. The shutters don’t fully close in one motion. When you close them by shutting a lower one you have to close the top ones in a separate action otherwise they remain partially open. As our window is set high in the wall, this won’t be convenient. In one email Courtney suggested using a central one to close them - but this made no difference and would also not have been convenient because of its position as described above.

In conclusion, the product I have been sent is not as described or fit for purpose and I asked to return it and have a full refund.

At no point since my purchase has a member of staff from the company called me to discuss this issue. I am extremely unhappy with the lack of customer service and the lack of a response to a genuine complaint.

I would not use this company again, nor would I recommend the company to anyone else.

Good quality shutters which are straight forward to fit. The ordering and information on how to measure is easy and simply. Really liked the extended guarantee which other companies don’t offer. Only negative aspect is the long delay between ordering and delivery. The shutters look great in the bedroom and cut out considerable more light than Venetian blinds.

Really pleased with my blind and surprising easy to install.. will definitely use Blind Direct again

One of the windows arrived damaged so perhaps packaging could be enhanced

Easy to fit and great quality, looks fab.

Feel like we are living the New England dream. Bright and airy during the day perfectly dark at night much better than our old black out blinds.
Easy to follow on line video for installation.
Really good quality product finished to high standard. Well packaged for delivery and on time to expected lead times. Liked the option of insurance payment to cover measurement errors so could get replaced if didn’t fit. Very happy and can’t wait to buy more to complete the rest of the house.

Thought we would try self- installing for the first time with our small square-ish en-suite window. Straight forward instructions and delightful result. Will order again in the future for larger windows. Shutters give such a lovely finish, inside and out for our single story living.

Product is excellent. Third time we have bought shutters and always really pleased with them, great quality and really easy to fit. Only one small comment is it would be good if the screw caps were colour coded rather than white - I’ve had to buy my own grey ones!! Would highly recommend

Top service. This was my second order and as the first was delivered on time, good value and excellent quality. Would definitely recommend.

Brilliant service. Amazing Shutters. Only ordered the shutters for our front room to see what they were like so impressed we are going to order for the rest of our house.

Excellent product! Great quality and fit perfectly.

The shutters themselves are great, I think when you order them you should get some sort of update when they’re being made as you only get an update when you’ve made the initial purchase and then when the courier is delivering them and ten weeks is a long time to go without hearing anything.

I’ve also only received half my shutters as the couriers has lost the other part, although when I called up customer service they were very nice they weren’t very helpful and I’m probably going to have to wait another 14 weeks for the other half of my shutters which quite frankly is not good enough.

Great service, really pleased with the quality of the shutters and the difference in price compared to some other companies.

Well made and relatively easy to assemble. Some awkward shapes in an old house were accommodated with precise manufacture to spec.
Very pleased with the results

It took a lot longer to receive my product than it says on the website. Luckily I was in no hurry.

👍excellent product worth the waiting time in delivery

Received the shutters and went to fit them. The online instructions ( no instructions supplied in box ) state that you mark the wall through the pre drilled holes in the frame, then remove the frame and drill the holes before fitting. The frames I received had no pre drilled holes and so I called Shutters Direct on Saturday morning to find out what to do. I was told that the shutters have been made incorrectly and that they would need to be replaced. I was told that I could keep the ones I had and try drilling them if I wanted. The frames are not wood and are in fact foam filled. The foam is not very solid and the screws pull through if the screws are counter sunk into the foam. You need to countersink the screws in order to use the screw covers provided.
I sent and email on Monday explaining the issue and chased today.I was told on the phone that the company no longer uses the same manufacturer and that would make a replacement difficult. I have now received an email saying that the frames were made correctly and that the customer needs to drill the frames themselves.
I am so disappointed with this response as it goes against the first call and recommendation and as a result I now have frames that I cannot use.
I will not place any more orders with this company, who also trade as Blinds Direct as they cannot be trusted.

Would never deal with this company ever again!
Delivery was estimated 8-10 weeks. Ordered shutters in October. I chased up in December, told them not to deliver over Xmas- they ignored that and attempted to deliver! The courier then apparently lost the order, it took many attempts to get an update and finally after 10 days they finally said the order is lost! They said they would reorder but would take another 8-10 weeks!!! No way, don’t trust them at all.