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“Poor Service, Good Product”

Written on: 28/08/2020 by Gerald1972 (1 review written)

Bought carpets for 3 rooms, was dissuaded by the carpet specialist to get someone out to confirm measurements. We were advised at the point of purchase fitters would lift carpet but not remove this. Fitters arrived and were surprised carpets were still down, they advised this was not the first occasion customers were misinformed. They were very helpful and did another job while I pulled up the carpets in a hour (thankfully I was able to do this alone, others may not have been able to do this). They returned and two of 3 carpets did not fit.
Customer service were not helpful and there was no way to contact store direct. One member of staff at the store was very helpful the others I could only describe as arrogant and dismissive. In my first visit I felt like I was in an interview while the staff member made notes and questioned me, he was clearly trying to negate the store and was trying to 'trip me up' in my answers (he failed at this but appeared to be taking great pleasure in this). At no point during the various visits did the manager come out to help, we were informed he was in the store out the backand he was aware of the issue as it was discussed in the morning meetings.
We were told new carpet and fitting would be at least 6 weeks, so we changed carpet for quicker fitting as we had bare floors and all our furniture in the lounge. A week later no news as promised, went to store and they forgot to put urgent on order form! Another weeks wait. Finally got them fitted, fitters were brilliant and carpets are great value. However customer service is questionable and we only got a favourable outcome as a result of many calls, numerous strore visits, not backing down and accepting the opinion of members of staff. Would never use again based on customer service, product was fine. If you like stress, inconvenience and being spoken too like you are a child then go for it!

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