“Won't be ordering from this company again have had to ask my bank to try get my money back as waited long enough for a non existing carpet to turn up...”
“I'm a first time buyer from this company and I will say their customer service is good. They are quick with their responses and willing to help with any issues that you have.”
“Emailed the office to ask not to ring me as I am on holiday in Spain. Supplied them with my carpet Fitters number so he could take delivery. Notes made for 8am delivery. Tuesday morning while in Spain on holiday I get an email a text message and the driver ringing me at 06.40am to tell me he will be with me in 25 minutes. Not pleased. No one is capable of doing a simple job anymore.”
“i accedntly orded to my frends address 275 miles away and they refused to talk to me and her as it was in her name and address as delivery and the card was used was mine told us to be together yh I'm just going to travel from kent to leeds they then said the will send an e mail to confirm that they are canceling it still nothing”
“Been waiting for the correct colour to be delivered for over three weeks. The wrong colour grey has been delivered three times, along with two different shades of brown that were mean to be the same colour. Customer service don't seem to read the email trail before replying so the answers are basic and often unhelpful, and staff don't appear to communicate with one another.
It's been a stressful, disappointing and costly experience so far, and it's still not resolved. Not even been offered a gesture of goodwill at any point to cover out of pocket expenses involved. I'll be speaking with Trading Standards in the new year. Unsurprisingly will not be a repeat customer!”
“Useless company.
Standard big online company with no customer care. Paid express delivery and received goods. Only less than 1/3 of the underlay was delivered (my partner wouldn't know what 50m2 of underlay looks like)
Complained to customer services who state the best they can do is 2-3 days further although this was no fault of anybody but generation flooring/ online carpets.
I tried to explain to the very polite customer services that I have booked time off work and organised a fitter (once delivery was made), only for me to come home and realise that we were way short of underlay.
I was given the usual nonsense about 'it's out of our control' or 'we can only work with the resources we have to hand'
I run a small company and if I underdelivered to a paying customer I would take the hit and pay for a courier to rectify the situation the same day. There is absolutely no excuse.”
“Avoid this company, their carpets are of very poor quality. They will lie and try and make you or your fitter responsible for their rubbish of a carpet! They are awful company to deal with. I have never been insulted so badly in my whole life. Will be taking this further with authorities. Don’t waste your money ,go to reputable carpet sellers !”
“Terrible customer service, terrible delivery service avoid this company unless you wish to wait around for deliveries that don't come and poor customer servive”
“I had placed an order with this company and half my order didn't arrive. 6 packs of laminate arrived not 16, and 2 strips of beading not 20. I was told both were human error and was misread in the packing centre, but no attempt made to rectify the issue in a timely manner. Customer service on the phone were rude throughout and stopped responding to emails as soon as the issue arose, but were very quick to respond when sending me invoices!
The delivery driver told me the packing dept are useless and always making mistakes, and also told me the delivery drivers are advised to mark a delivery as missed if the customer doesn't answer after the first knock so they aren't delayed on their route.”
“Placed an order , and was told delivery date and time waited all day no delivery, when I called up it took them another day and a bit to give an excuse that it hadn’t been loaded , and then said it should be back out in 5 days or so, no apology, no real care or genuine compassion, and now I am still awaiting a refund. Terrible service , stick to the little high street shops much more reliable and caring”
“AVOID AVOID! I had to argue with them that 2 mtrs was not wide enough as I needed 2.25 mtr, anyway in the end they convinced me I only needed 2 mtrs. So they then send me the complete wrong size as I explained, they then cut the other roll the wrong way too... absolute joke and they still don't understand mathematics. Save yourself the stress and order from a different company”
“Atrocious company! From start to finish they have been atrocious to deal with. I have lost count of how many lies they have told me.
Claimed they had tried to deliver and no one was home, I have a camera on the door and no one ever tried to deliver. I spent 25 minutes on a horrendous customer service call where they told me it was my fault! Changed there tune when I pointed out I had a camera and then said the driver got lost! 1 week late to deliver, Never delivered inside there 3 hour slot. Still waiting for someone to call me back from last week as they won’t deal with the complaint until after the extremely late delivery is complete. The carpets themselves are filthy and look like they have sat outside for days. I won’t ever use again. Dreadful from start to finish.”
“It is not often that I take the time to write a review that is not positive, but I am so disappointed in the level of service I have received from this company.
The purchasing of the lino was simple, they have a great selection and the quality of the lino is good. They originally sent the incorrect lino which was a completely different pattern and shade, however apologised and said this was a miss pick from factory. Absolutely fine with this, mistakes happen and user error is always a possibility, so they agreed to do an exchange for the following week. Once again incorrect. I contacted them again and was met with an apology, and they agreed to send out another one. A week later, this arrived, once again incorrect.
Ok, so they were having trouble with this lino, so I thought there is another one which would work, would you be able to send this out instead. They agreed, promised they would go down to the warehouse and double check. One week later, the correct lino arrives, only it was completely the wrong size! Not great. Once again, asked if they could send out the correct one, they apologised and tried again. They assured me this would arrive on Friday…it arrived Tuesday with no apology. I even checked on the chat the day before and they confirmed!
The customer service team took over eight days to contact me, and that was only with some prompting, and then proceeded to tell me that I was lucky to be offered more than 10% compensation!
Very disappointed.”
“Avoid at all costs.
Delivery was supposed to come last week, 7am-10am.
Driver called in sick, they didn't tell me until 10:30am when i contacted them.
Delivery will be out Monday 7am-10am.
10:30am Monday - Contact them again. oh sorry it wasnt loaded. it will come on Wednesday 7am-10am.
Flooring arrives Wednesday at 3pm.
Completely damaged flooring, carpet frayed, underlay slightly damp with an odd smell.
DO NOT SHOP HERE. it's not even cheap.
Awful company. 0/10”
“The ordering of samples and carpets was easy. The actual process of receiving your carpet leaves a lot to be desired.
I was given a timeframe for delivery which was confirmed the day before it was due to arrive. The day arrives, the time slot ends and still no carpets. After chasing I was advised the driver couldn’t find my address so rather than calling me for assistance decided to go to the next delivery instead.
When you want to complain, there are conveniently no managers around, the complaints department has to be chased for responses, you’re given conflicting information by the customer services team. Apparently not all of the drivers have phones (let’s hope they’re not involved in emergencies)! And worst of all they don’t try to get your carpets to you the next day, you have to wait another 2/3 days before they attempt delivery again.
The second delivery attempt I was reassured that the driver was given extra information to find my address. He hadn’t been but luckily this driver had the common sense to call for directions.
Avoid at all costs if you value any kind of smooth delivery and helpful customer service.”
“This one star is purely for the cheap attractive online price. Because that’s all you’ll get, an online carpet that never gets to you!
Ordered it for a business property, needed a quick decent flooring and an express delivery was fundamental.
Paid extra for express delivery, received confirmation that delivery was 2 days later with a 3 hrs slot, ideal! Prepared everything and waited 4 hours.Then called up the customer care to check status to then being told that our delivery had failed!!!! Driver ‘attempted’ but the address is in pedestrian area with nowhere to park.
Driver didn’t even call!
This property is in Windsor high street, at a corner with another road where you can park. I just wondered if all these shops on the high street get delivered big items by the magic of Harry Potter??
Office was clearly unhelpful, couldn’t get the driver back, driver wasn’t answering, transport dept wasn’t answering them, needed to check his log call to see if he had called and many more excuses.
And wait for it, because it’s a Friday and they don’t deliver on the weekend I wasn’t going to be told anything more until Monday! That’s a full weekend of no works in property because of this delay, major impact for us.
Manager couldn’t care less to call me until the Wednesday after, and by then I had managed to get my flooring by next day delivery with ‘Floor to your door’ on the Tuesday which is also the day I called up and cancelled the order with this idiotic company.
Please do yourself a favour, save time not money and spend a little more with a proper flooring company. Because ‘online carpets’ is a circus run by monkeys”
“Joke of a company. Customer service is terrible! They are rude and abrasive, like to talk over you even though the error was on their end! Ordered carpet money taken, order confirmed then get a call telling me they don’t have the carpet in stock. I change to a colour I didn’t want and given a delivery date. Then I get an email telling me my order is on hold and they can send me half a carpet with no idea on when the other half will be sent!”
“Can't recommend them enough. I order loads of samples as we wernt sure on colour. The qualities are all different but that is why we ordered more. We found one that we loved so we ordered it. It came and it was amazing. The carpet fitter even commented on how good the carpet was and when I told him the price he was shocked. If I went anywhere in the shop for the quality I got I would be paying £40+m2 where as we paid £21.49. I would recommend that you go through and order loads of samples, you can odered 6 at a time but there isn't a limit on how many time you can order different ones. The deliever took about a week. The only thing that I would comment on it that when it gets delivered there is only 1 person. And it's a 5m carpet. I couldn't just leave the carpet in the hall way for wheelchair and I had to help him as small female to move it on the stairs. But other than that 100% recommend. The carpet shop wanted £700 just carpet. I got carpet underlay and fitter for just under £500! And far better quality from here.”
