Ordered a carpet from the Chichester branch in April 2023. Fitted in May with a pull in the carpet and it had been over stretched. After a lot of chasing from us to the store we had an insurance guy come and inspect from the manufacturers who agreed it was badly fitted and needed to be changed. New carpet arranged to be fitted on 31st Aug! fitters came out and explained the carpet we were about to have fitted was not fit for purpose and shouldn't be fitted on stairs or landing as it was coming away in his hands. Took up carpet on the landing and rolled up underlay and left it in doorway of daughter's bedroom. Left gripper rods down and all staples in the floor. Took sample back to store and fitters called store and explained and they agreed we could choose something different. Chose new, fitting arranged for 4th Oct. 4th Oct came and we had a call from fitters at 12:30 to say it was damaged and wouldn't be fitted. This is now 4 days loss of work for my self employed husband. went back and forth to store, store manager Alison told us to cancel our direct debit with finance company, finance company said she didn't have the right to tell us to do this. we were met with rudeness, arrogance and hostility from Alison when trying to come to a solution. I told her to come and collect it all and I wanted a full refund. Was told that they would collect and we would get a refund for the carpet but not the underlay etc as there was nothing wrong with it but she would collect it anyway! After more back and forth we complained to head office, we had an email in meantime from store telling us they had agreed to let us keep the underlay but wanted the remaining carpet left and they would cancel down the finance. Now head office have finally got back to us and store have told them they want us to return everything. We have sent about 7 emails asking what they want to collect as we have different emails from different departments but had no response. We waited 19 days to get a response from head office after they said we would hear back in 5 days. We had to call them. We were told we would get our fitters fee back as we have paid for something to be fitted but have only half fitted. They have said they would return the fee to the finance company. Not sure why when we paid this by cash to the fitters, not the finance company. We are now further along time wise but worse off. The finance company are still taking payments, we have started a claim with them also so they are looking into it. I emailed the CEO of carpet right only to be sent back to head office, they emailed me yesterday and I replied yet still no response today. This company is fine until something goes wrong, they have no complaints procedure or real department able to deal with problems. All my friends and family have been warned not to use them. I suggest if you have a problem let the CEO know, hopefully he will start to realise what a scam of a company he is running. Taking peoples money but not actually able to fulfil the contract in which they have agreed with. We have dealt with numerous people and had some friendly some not so much yet still no response. My advice, find an independent company or better yet, go to Tapi!!