“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.”
“I was lied to and told if i bought 50m2 of carpet & underlay they would fit it for a good price...ordeted carpets but no mention of fitting them so having to retirn as i do not have the tools & have lost my new house as i cannot carpet the flat....please do not do business with this company...i am having to seek legal action as i was brutally lied to but they were happy to help me buy 4 carpets & kitchen vinyl, underlay and door runners....”
“One email from online carpets with tracking number and asked for help for the driver on delivery.The email said out for delivery within 3 days. Only online carpets where not delivering the carpet. So was that 3 days till the company that was delivering it got it or 3 days till it arrives at my door. The tracking number did not work! So am left in the dark not knowing when or where. Only with it being kids holidays did i get my carpet. In this day and age with all the moden tech I find this unacceptable. Online carpets blaming the delivery company. Absolutely disgusting!!”
“Two stars because they sent me a sample and we thought this indicated a good service. Sample arrived but was so small that it didn't demonstrate all the colour depth (Beech vinyl - only the deep hues and non of what we had hoped was the yellow hue) so we were non the wiser as to whether this vinyl would be suitable.
Telephoned customer service for help to be met with utter indifference and was told to order another sample. I said that I needed to talk to someone to explain and the bored, indifferent Customer Service Assistant just repeated his mantra.
There is no way I am going to place an order for £200 - £300 value when I have no faith that any help I may need will not be forthcoming.”
