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★☆☆☆☆

“Avoid, avoid, avoid”

written by Yadirax366 on 14/07/2015

My wife and I popped into our local Carpetright to look at the various carpet options. we wanted a very good quality carpet so one of their members of staff directed us to a section of carpet that was on a 50% sale price (approx £34 msq down to £17msq)
Carpetright came to our property and measured the required areas. The total cost for the select carpet, underlay etc was approx £4,200.00 + £500.00 for the fitting (nearly £5k)
The carpet was ordered and then about two/ three weeks later we was informed that the carpet had arrived at the branch
I went to the branch to pick up a sample to then notice that the backing (hessian) was completely inferior to sales sample. I questioned this issue with one of the managers and asked for a response, something I did not get.
I took the sample home and then attempted to clean the top of the carpet with a wet sponge to check the quality of the carpet. The carpet basically started falling apart with the hessian backing de - laminating from the pile section of the carpet. The top pile started to fluff up, something you expect with a new carpet but not to this extent. Basically the carpet started to fall apart!
I then got in contact with the branch to then spend two weeks trying to get a resolution to the problem
After sending a number of emails and making way too many phone calls Carpetright customer services, I could not get a acceptable conclusion to case. Yes they did put their hands up eventually and state that the carpet was inferior to sample and that they would manufacturer a replacement carpet. The problem was then the timescales, disruptions to my refurbishment program, lack of customer services to my issue and my total loss of confidence and trust with this company.
This lead me to one conclusion, cancel the order
To summaries, I personally feel very strongly about the following -
1. I believe that the sale price of 50% is there to mislead customers that the carpet is on sale as the offer came off and then back on during the month period that we were dealing with the order.
2. The carpet is made to be a £17.00 per msq sold carpet, hence the quality of the products manufacturing (quality of the hessian, wool topping etc) is inferior to the sample
3. Carpetright customer services team have no idea of how to deal with such a issues as my complaint with one member of staff supposedly having to pass on one of my calls onto a colleague without informing me and then leaving the building as she was "sick" so bizarre and unprofessional
I now feel so stupid that I went to a company such as Carpetright.
I have since gone to a reputable smaller carpet company who have sold and installed a much better quality, British made carpet that both my wife and I are very happy with
Lesson learned!

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