“Made a complaint a month ago and got this reply.(see below attached and following reviews page)
If reply had been totally factual, we would feel like we were being taken seriously, to a point of some middle ground satisfaction(or best case for us - customer is always right). This reply only states of 1 visit and also following visits cancelled. Actually we did get a visit, month after carpet install, due to our install disappointment. Franchise owner/salesman said we needed more time for carpet to settle/'bloom' and so he would return after he got Manufacturers involved-never heard again. We gave it a year before we contacted Harrisons to get Manufacturer to visit; due to watching a friend going through same with carpet issues like ours. Our carpet did not change in a year and in fact is starting come apart in joins. This year later visit arrangement took several months though. Harrisons excuses were; need to wait for Manufacturers to come back from Xmas holidays and probably be about late January. We had asked mid Dec 2017 to get this visit arranged. Local Franchise owner was refused by us for reinspection, as we did not see this getting anywhere and asked Harrison company to address our complaint. We only got offered another franchise owner visit -which HE decided not to keep; when we had taken time off work. We then wished Harrisons customer service to bring in the manufacturer. They have not done this and stated we have not given them a chance to make a 'report'. We said the original franchise owner had all the evidence and time to furnish a report, a year ago.
Their reply below states we 'chose' the carpet and yes we did. Only after advice from the salesman, that the sample he put in front of us was the carpet for the job - as we wished something to perform like Sisal/commercial carpet and not leave lines and marks like our present 7 yr 'young' carpet. So not happy when reply infers we're at fault. Sample is not like our carpet, even we tested it a month later!
Latest contact with Harrisons was due to finding out our Flybuys points had never been offered through to Flybuys. They have now done so but got a follow up 'phone call' from Harrison customer service. (What happened to concerned Manager letter writing - email doesn't take much these days?), Was nothing towards our plight of being stuck with a poor performing carpet but more to do with the local franchise owner covering his ineptness; which he has now proven failure in all sectors of our business dealings. So many 'Oh Dears' from the phone caller, I was nearly nauseous.
All this flys in the face of their 1st line of their reply - "customer service is a top priority".
We have analysed pushing Harrison on their Customer Satisfaction contract policy but when you get in to this, you realize that this will cost you just as much as the original install cost. Layer has to be fully paid again, days off work loss of earnings, house furniture removal and reinstall to dry storage, rubbish removal(and thats a lot on a housefull), damage to our house again, more contractors to pay returning on damage repair, any change in carpet indifference costs. (Wonder if we get Flybuys 2nd pay out time??)
Only satisfaction we get moving forward now, is I am over 30 yrs in the construction industry - word spreads and has already cost them probably $30k in lost turnover and I have a lot more yrs in me yet. Their maths isn't very good on this - is it! You have been warned!!
THEIR REPLY: Mr Hayes, We’re sorry to hear of your disappointment and assure you customer service is a top priority for Harrisons. You had a full consult from Harrisons and were shown the complete range of carpet from which you chose the carpet that you felt was correct for you. Following install you expressed some concerns and we arranged for our Franchise owner to come back out to view the issues. This visit was cancelled by yourself. We tried to accommodate you further by having another Franchise owner come and view your carpet and discuss your concerns, a standard practice before involving the manufacturers. To date two of these appointments, arranged by us, have been cancelled by yourself making it difficult for us to move forward. We therefore await your co-operation to arrange another appointment. Would you please contact Customer Care on 0800 279 009 at your earliest convenience Kind regards, Harrisons Customer Care”
“We got a quote from Harrisons & decided not to carpet under the stairs, they said they couldn't give us a refund cause it was only a small area. At a later date we decided to get our garage carpeted & asked if they could lay the small area under the stairs with some left over carpet. I thought it wouldn't be a problem because we had already paid for it. Harrisons said they would do it but only if we paid again & would have to pay the carpet layers a "cashie". I don't think a Company like Harrisons should be asking for cashie??? We are building again & thought I would give them another chance but they haven't replied to my emails...”
“I contacted Heather Unsworth from Harrisons to get a quote for carpet & vinyl off her. She was extremely efficient, was there the next day and had a written quote emailed to me the day after! I made my decision to accept the quote within a couple of days and was on the waiting list of 4 - 6 weeks. The carpet was laid by a couple of most obliging guys... Drew & Max. Nothing was too much trouble for them! The whole experience dealing with Harrisons was awesome and I would, and already have thoroughly recommended Harrisons if anyone is purchasing new carpet & vinyl.”
“From start to installation they took great notes and shared information with each other so I didn't need to repeat myself. Was an easy process and the carpet looks great”
“Down to earth, reasonably priced and awesome installation. Great communication and understood our requirements. Most excellent. Very happy with our new vinyl. Thank you!”
“Harrisons Carpet were very friendly and professional and took the time to listen and provide us with information every step of the way. I would highly recommend them to everyone as they made what we thought could have been a stressful experience a smooth and easy one. Keep up the good work!”
