Carpetright Chelmer Village - total lack of miscommunication and incompetence. On Fri 19th Jan 2024 we had Andrew Howe, the “in-house consultant” visit us at home to measure up etc. He sold a good story, telling us from placing the order to fitting will be approximately a 3 week turnaround and completed in a day. When he was inputting all of our details, being a typical salesperson tried to tell us that the carpet we were interested in had finished the 50% promotion (it hadn’t) and he called the office to get the discount honored, which obviously was (must think we’re stupid. I work in a sales environment so I’m fully aware of the traits they use), but we humored it. Our order was for a stair runner with black-edged “whipping” (the main downstairs stairs which are straight), landing carpet (fully carpeted – the same carpet as the stairs), and the same fully, carpeted to the second set of stairs (which are curved) – no runner on those stairs due to them being slightly narrower & curved, & fully carpeted on the second landing. We placed the order the following week, Fri 26th Jan. On 30th Jan the store contacted me to say our carpet was in and arranged a date for our carpet, which was agreed for Fri 23rd Feb. While going through dates for our fitting, the chap I spoke to was going through the available fitters for our fitting. He mentioned one fitter “wasn’t confident enough” to do the fit & another one had an “injury” & would struggle. I told the chap that this doesn’t fill me with confidence, & that I want a competent fitter to fit our carpet. A week later I received a call to say we require two fitting dates to do a “dress fit” for the stair runners. I asked them to explain this as this wasn’t mentioned when we had Andrew Howe at our property. Andrew had taken all the measurements for the stair runner & we were happy with that. We had marked out on our stairs where the carpet would sit & the gap either side of the carpet. The previous communication with the store never mentioned a two-visit fitting either. Plus the runner was just for the straight set of stairs. We were now being told that they could do a “dress fit” on Fri 16th Feb and the second fit on Fri 1st March (so to disregard the 23rd Feb). When my husband finished work that day, he called the store to go through everything again with them (about only having one stair runner, even though our order has two lots of stairs) as we were not happy with the miscommunication. We were told that we were correct, we only require the one visit, and our appointment was back in for Friday 23rd Feb. There seemed to be a lack of understanding from our order that Andrew Howe submitted, to the office understanding it. Quite concerning really. On Tues 20th Feb I received a call from a lady at the store to say that my carpet isn’t in/ready, so will not be fitted on the 23rd. The lady couldn’t explain why. I followed this up with an email to the store, asking for an explanation. Arthur responded back to my email, he was also unsure as to why, & said that he will leave a message for his colleague who was responsible for our fitting/order. I asked for the manager (who is someone called “Scott”) to contact me in the morning, as he’d be there. The following day, Wed 21st Feb, up until 2.00pm I still had received no communication from the store. At 2.39pm I emailed the store (as I could not get through on the phone – I had been “on hold” for 40 mins). I received a call from the store (not the manager Scott), our fitting was now booked in for Fri 1st March. To add to the lack of communication, on Thurs 22nd Feb I received an email confirming my fitting for the next day, Fri 23rd Feb! You really couldn’t make this up. Fri 1st March arrived - our fitting (again). I had taken unpaid leave from work. By 9.30am I still had no idea of an approx time the fitter would be arriving. I tried calling the store from 9.30am to get some clarification. I eventually got through to the the store (Arthur) at 9.50am. He said the fitter organises his own schedule, but surely the fitter knows the night before the number of installations & where they are & can give customers an indication of time or where they are on his schedule, rather than waiting all day & then get a call when they’re 20 mins or so away. He said he’d call the fitter & revert back to me, which he did. He advised me that it’s looking likely that our fitting will be early afternoon, but he’ll get the fitter to call me. Fitter called me an hour later & informed me that he’ll probably be at our property after 2pm ish to fit the landing carpet. I said what about the stairs. He said that hasn’t been “whipped”. I told him that it has & this has been one thing after another with issues. I told him that I was going to call the store. I was told that we do require a “dress fit” for the straight set of stairs, and this should have been explained at the start. My stair runner was not ready & this had not been sent off to be “whipped”. I was told someone will call me back. I did not receive a call, I got an email instead from Arthur, once again apologising & informed me that it was Phil Doe who was responsible for our order & he will be in the store tomorrow, Sat 2nd March, as will the manager, Scott. I emailed back stating that this isn’t good enough. My husband called the fitter later that afternoon, the job he was on (when I spoke to him earlier) was proving to be a lot trickier/problematic that it should have been so he said he wouldn’t arrive at our property (to do the landing) until approx 5pm! My husband said no, you’re not arriving at our property at that time and for only half the job to be completed also. We ended up arranging everything through the fitter, to have our full order fitting now on 15th March, 7 weeks from when we ordered. I wasted a day of my time and work. I am still awaiting a call from Phil Doe & also the manager, Scott. It’s no surprise the lack of incompetence at the store when the manager doesn’t appear to manage at all & follow up on customer issues when requested. Every time I’ve called he is never there, quite elusive it appears. We appreciate Arthur doing his best to help and sort out our numerous issues. Never again will we order from Carpetright, the whole process has been extremely stressful. I’ve lost money through not working, had to buy temporary runners for my landings, here’s praying that our carpet gets fitted on 15th March 2024.