£1,000 for a curtain that doesn't match what we were advisedTitle
We used Pret a Vivre's Fulham showroom for a bespoke voile curtain, track and professional fitting in our living room. The total came to over £1,000 — for a single window.
The experience started well. We visited twice, explained exactly what we wanted (a light, white-toned voile, often stacked to one side), and trusted the team's guidance. On our second visit our original consultant wasn't available; we were assured her colleague could advise us just as well. We changed the fabric based on that advice.
The problems started on installation day:
• The colour is far more yellow than expected. The small swatch we were given didn't represent how the fabric would look once made up and stacked — which is exactly how we told them it would sit most of the time. It completely clashes with our living room.
• The curtain was made shorter than originally discussed, leaving a visible gap at the bottom that makes it look cheap.
• The Silent Gliss track had noticeable resistance, unlike the smooth demo in the showroom.
When we raised these issues, the company offered to split the cost of a length alteration — meaning we'd pay an extra £187 on top of the original £1,000. As for the colour, which was our main concern, they refused to do anything. Their position: "the product was delivered to specification." The director then told us he considered the matter closed.
The whole reason you pay a premium for a bespoke curtain service is the expert advice. We didn't pick this fabric on our own — we relied on their recommendations. When the result doesn't work, hiding behind the signed order feels like the opposite of good customer service.
We're now left with an expensive curtain that doesn't suit our home and a company unwilling to make it right. If you do use Pret a Vivre, my advice: request the largest possible samples, test them stacked and in every light, and don't rely solely on their guidance.
Reply from Pret a Vivre
Dear Gabriella and Teva,
Thank you for taking the time to share your feedback. We are genuinely sorry to hear that you remain unhappy with the outcome of your order, and we fully appreciate how important it is for your home to feel exactly as you envisioned.
We would like to clarify a few points for the benefit of anyone reading, as we have already discussed these matters with you in detail over several months.
Your order was supplied and fitted in May 2025 in full accordance with the specifications you approved. As reflected in our email correspondence at the time, the curtain drop was amended at your request from an on floor finish to an off floor finish of 1–3 cm, and the final order confirmation you approved clearly stated this. The curtain fitted was within this agreed tolerance.
Regarding the fabric colour, physical samples were provided for you to review in your own home which is something we always recommend, as lighting conditions and the way voile behaves when stacked can affect its appearance. At no stage during your consultations or showroom visits were concerns raised about the colour, nor was any additional guidance requested before the order was placed. The fabric chosen was the one you selected and approved.
When you contacted us after installation, we offered a goodwill contribution toward adjusting the curtain length, despite the product having been made exactly to the agreed specification. You declined this offer, and we explained that we could not replace the curtain on the basis of a change of preference regarding colour.
We understand how disappointing it is when the final aesthetic does not match what you had hoped for, and we truly wish the outcome had aligned better with your expectations. However, we must also be fair and consistent in following the specifications approved by our clients.
We remain committed to providing clear guidance, quality workmanship, and transparent communication, and we are sorry that this experience did not meet your expectations.
Kind regards,
Simon
Pret a Vivre
