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“Terrible customer service ”

written by CHutchison on 27/01/2020

DO NOT PURCHASE A CARPET FROM HERE! WORST CUSTOMER SERVICE I’VE EVER RECEIVED!
We recently purchased 3 carpets for bedrooms in our house. We spent £2000 on these carpets. After the carpet fitters left I noticed they had damaged the end of my sons bed and there was a large chip of wood lying on the floor. Worse of all though when my daughter turned her TV on ( which was attached to the wall) that evening there was a huge crack across the screen which was not visible when the TV was turned off. They had obviously hit it with the bed. I phoned the store manager and I was informed that he would speak to the carpet fitters and get back to me. I called him a further 3 times before he actually spoke to the carpet fitters, which took a week. When he eventually got back to me (the store manger in Edinburgh at the jewel) informed me that the carpet fitters had no recollection of damaging any furniture or the TV and he believed them as he had known the fitter for a long time. I was disgusted with the way in which he spoke to me. He basically blamed my husband and I for the damage implying we must’ve done it when we moved the furniture before the carpet fitters came or after they left and I was trying to blame the carpet fitters. If the carpet fitters do any damage to your property carpetright will not hold them accountable for it, it is your word against theres’. They also said it was up to us to then take the matter up direct with the fitter as they are a 3rd party and not contracted with them. They were not interested in the fact that a regular fitter they use had caused this damage. In fact they even stated even if we proved this it did not mean they would not continue to use them.
Once they have your money they couldn’t care less. The manager told me I would get the same response if I phoned customer services and that’s exactly what I got.