I ordered a roller blind through a website. I measured the width down to the millimetre based on their instructions and triple-checked checked the measurement before submitting the order. I also selected the option to indicate that the blind was to be mounted outside my window frame (important for later).

My roller arrived two weeks later and was nearly 3cm shorter than what I had ordered. I only discovered this after I had mounted the brackets on my wall, again using their instructions (which explicitly said to use the measurements I provided in the order).

Customer service first said that this was a normal deduction made to all orders. When I asked them why they would make a deduction after asking for exact measurements in the order form, they said that they deduction was to make sure the blind fits inside the window frame.

I then pointed out that I was mounting the blind outside my window frame, as indicated in my order, and didn’t need the deduction. I also pointed out that while their product page did mention a deduction for rollers being mounted inside of a window frame, there was no indication this would apply to rollers being mounted outside of a frame like mine was. I finally pointed out that the installation instructions made no mention of the deduction and explicitly said to use them measurements from the order. They proverbially shrugged and repeated that the deduction was standard on all orders.

When I asked about a replacement, because I literally had them on record admitting to deliberately sending me a product that was different than what I had paid for, they said they wouldn’t send a replacement until I had donated the first roller to charity and sent them a receipt or thank-you letter.

I did some research just to humour them, and I could not find a charity that would take a roller blind in any condition, let alone one with no mounting hardware. And I don’t live in a small town, so it’s not like there just weren’t charities around - there were plenty, but none of them would take a roller blind. When I pointed this out to customer service, I was told to just drop the roller in a donation box and take a picture. I’m not 100% sure of the by-laws, but that sure sounds like they wanted me to record myself illegally dumping their product.

At this point I was fed up, so I left a nasty review on Google and on their product page. They were too craven to actually post my review to their website, but the Google review went up. Within a few hours they reached back and finally offered me an unconditional replacement. I still had to order a roller that was longer than what I actually needed because there was no result l way to stop them from making the deduction.

My replacement blind finally arrived six weeks after putting in the replacement order, nearly triple the wait time of the initial order.

Also, they didn’t do it to me, but other people who left bad reviews often got snidely told, “we have a 4.7 star rating on Google,” as part of the company’s public response, as if lots of people being satisfied with their products somehow negated the complaints of those who weren’t.