Shutter Makers B.V.

When you decide to look for a company to help you or provide a service, you want to ensure that both you and they can establish a relationship of trust. For trust to be established, one can assume a duty of care and reasonability. This is especially true in setting boundaries to the relationship and the transaction. These days we all research on the internet, look at online reviews and evaluate our interactions with the personnel of the company before we come to a final decision. What I find missing in reviews, generally speaking, is where a deal was not struck. What led to that? Will that influence your or my decision in doing business with a company? What were the warning signs for you beforehand? I very seldom, if ever, write reviews. This interaction has, however, left me dumbfounded and frustrated enough to share it here. I was very hopeful from the word go. It took a few weeks to get an appointment, but the person that did the measurements was helpful and knowledgeable. Where it went wrong is when I asked a simple question via email: "under what conditions do you provide a discount?". Usually, things like advance payment (risk limitation for the company), No cancellation policy (risk avoidance), or payment terms (risk mitigation) would be types of things companies would provide. An alternative response could be "we don't provide discount". The options are legion but key in establishing transactional boundaries. What you don't expect is a reply of "What would you like to pay". This is not an answer to the question. It is also, however, an indication of not having read the email with comprehension. I formulated a reply that I thought was reasonable, knowing that I am offered the opportunity to give any number without boundaries. What would you have done? I suggested a 10% or a flat rate that came to 9% discount. One could consider this a reasonable suggestion. You be the judge. What followed was bizarre from a customer perspective. "shall we split the difference". As you may have noticed, there were three potential options on the table: 1. The outstanding question of conditions for a discount. 2. 10% discount 3. flat fee amounting to 9% discount Language sidenote: up to this point, all communication had been done in the native language of the salesperson. (Dutch). I opted to continue in English as I thought this might help comprehension up the chain of command. I expressed my disappointment that: 1. the conditions have not yet been provided. 2. that splitting the difference would first mean a choice between two options. 3. that in negotiations, there are more at play than just price. If we were going to be bargaining and not negotiating with other conditions being added. Then maybe don't open with " what would you like to pay, as you are providing the customer with a self-imposed anchor. None of which helps in discussing a favourable outcome. I normally do a lead-in with a smaller assignment. As such, this was the first of potentially 3 orders with a possible further referral. Unfortunately, what I received, was an impersonal "we don't do discount”, take your business elsewhere statement. This email also did not come from the person I had been dealing with but from, what I can only assume, is a "higher" authority that was nameless. I believe the quality people in other reviews have mentioned could be true.. What concerns me is the lack of understanding of customer needs, accuracy in communication and compassion for both making mistakes and understanding the frustration of your customer. These to me, are warning signs of an organization where the culture is not customer centric. This could lead to issues in warranties, after-sales support and honouring agreements. To ensure a balanced view, and allow you, the reader, to come to your own conclusions, I am only voicing my concerns and being transparent on the communication. Hopefully, if you choose to do business with this organization, your experiences will be better.

Shutters besteld voor de ramen van ons appartement. Alles volgens afspraak geleverd en gemonteerd. Zeer tevreden over de communicatie, nakomen van gemaakte afspraken, de montage en kwaliteit van de shutters.

I am extremely happy with my shutters. Graham advised me very well in the business, then measured everything very accurately and then everything was neatly delivered and installed at the front and back! I would recommend this supplier to everyone! Thanks again for the nice shutters; I'm still so happy with it every day!

Vandaag om 10.00 uur een inmeet afspraak gemaakt. Om 10.30 nog niemand gezien. Even gebeld of er misschien sprake was van een misverstand. Nee hoor, er komt niemand, was het antwoord. Iets met ziek en privé, Dan laat je dat toch weten?? Mijn advies: Doe hier geen zaken mee Als het al zo beroerd begint, kan het nooit goed aflopen!!!

I have had the Shutters in my entire home for 3 years and am very satisfied, Also about the service and warranty. Very friendly staff too. I can recommend it to anyone looking for shutters