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Louise's complaint against Carpetright

Louise Rowswell


bad/delayed service (late fitters, lack of communication) and bad fitting

Complaint against Carpetright

We booked our new carpets to be fitted on Monday 2nd November and were advised by the store that we would be the first call of the day. In the days leading up to this date, we received a call to advise that the fitter would be late and to expect him mid-morning. This was confirmed with a member of staff to be between 10-11am. Since the appointment was now later on in the morning I amended my works holiday from a planned half day to a full day. On the day, the installation team had not arrived by 12:15pm. I then contacted the Castle Point branch to find out what was going on and was told that they would arrive within half an hour. More than 45 minutes later, after 1pm, they had finally arrived. On Wednesday 4th November we were then due to have the laminate fitted in our lounge. This was going smoothly until the fitter realised that he didn’t have the nail gun to do the edging. He apologised for this and advised that someone would be round first thing the next day to complete the installation. With this change it required me taking an additional day’s holiday so the installation could be completed over the original quoted 1 day. Nobody turned up on the 5th as originally agreed to complete the laminate flooring. We contacted the Castle Point branch again and advised that somebody would be around in the afternoon to complete the job. At approximately 5:30pm we received a call to say that this was not going to be possible and it would have to be done on Friday 6th. After spending such a large amount of money I could not believe how much disruption this had caused. Not only did we both have to take unnecessary time off of work, we spent 5 whole days with furniture inconveniently stacked up in our kitchen. Not only this but I have now realised that the wrap-around carpet on our stairs is already coming undone and is very uneven in places.

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  • Comments (1)

Mrs Joy Southerton | | VERIFIED

Sounds like the experience I've had. I complained to Retail Ombudsman and apparently Carpetright refuse to deal with them so my complain was closed. How is that allowed? They take your money, treat you appallingly and just get away with it. It's scandalous!
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