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★☆☆☆☆

“Dreadful experience”

written by KindDog on 20/11/2017


My husband and I spent over 2 1/2 years renovating a house to rent out as our pension plan. My husband is a builder and we did all the work ourselves to the highest possible standard. He laid beautiful luxury vinyl click and lock flooring to the whole of the downstairs, removing all the skirting boards first in order to re-lay them on top of the flooring. The final job was to have carpets for the stairs and upstairs. I chose Carpetright as they had a good range of carpets, seemed very friendly and helpful, and they assured me that all of their fitters were highly skilled and competent. On the 9th August this year the carpet fitter arrived and laid the carpet. It was not until the following day that we realised he had used our beautiful new vinyl flooring to cut the stair carpet on with his Stanley knife, totally ruining it by leaving deep cuts in the vinyl. But Carpetright refused to accept any responsibility, despite the fact that they sent their flooring surveyor out to inspect the damage.Their fitters, who they recommend and book for you, are self employed, and although they are referred to as "our" fitters, and represent the company, when there's a problem Carpetright don't want to know. The staff at the store were apologetic and did try to help, but there was nothing they could do other than contacting head office and the fitter to try and resolve the issue. But customer services at head office absolutely refused to accept any responsibility, and customer satisfaction seems to be of no importance once they've got your money. And the fitter just kept fobbing us off with lies. 3 months later after countless visits to the store and emails to head office, and being assured by the fitter that he had put in an insurance claim when he hadn't at all, and didn't until the 11th October after much chasing, it was finally settled by the insurance company last week, over 14 weeks after the event. But the fitter still has not paid us the £250 excess that the insurance company stipulate despite him having our bank details and emails, texts and phone calls to him to get this sorted. I phoned the insurance company about it this morning, they contacted him and he said he can't afford to pay it at the moment!It has caused us such stress and inconvenience, and it's going to be a massive job to replace it all. Meanwhile we've been in limbo waiting for this to be resolved, unable to rent the house out and losing much needed income. It's been the carpet experience from hell,and I will never, ever use them again or recommend them to anyone.

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