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James B
AVOID AT ALL COSTS We ordered a carpet to be fitted as a runner. Their ‘professional’ fitting team arrived to fit our carpets. They proceeded to fit it full width despite being told by our painter that a runner had been ordered and the paintwork clearly indicating a runner. Once I find out, I had to listen to two hours of arguments between store and fitters as to who was at fault with both blaming the other. When they left, they had the cheek to demand money for permanently damaging a brand new set of stairs. Carpetright's local store management are still refusing to pay to fix the damage that happened 3 months ago despite a) confirming we could source an independent contractors and b) providing two separate fully documented quotes from reputable traders – one of which from the painter/decorator who actually tried to help them by pointing out their mistake. Carpetright's local store management have rejected both and neither fixed the damage nor provided the carpet we have paid them for. Escalating the complaint to the central complaints team just parroted the same rubbish the local store management had said before referring me back to the same inept team. Their head of customer experience, Toni Adams, claims that "Customer Experience certainly is at the centre of everything here" and "We are in our customers’ homes. It’s a sensitive purchase so how we handle it is very important. We look to respect our customer’s home as if it was our own." As always, when actually paying for a service, we can see that this is just the usual management guff that they speak without really delivering. http://cxm.co.uk/when-you-are-in-your-customers-homes-you-have-to-make-it-right/ The whole experience has been terrible, wholly disheartening and instead of trying to resolve their mistake positively, they have continually prevaricated and tried to get out of fixing the issue.
7 years ago
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Carpetright UK has a 1.6 average rating from 1,137 reviews

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