An example of good customer service: I was in a popular cafe brand and found a twig in my scone. I took it back and asked politely if I could have another one, this is all I was expecting but instead they refunded my entire order (I was with a friend), gave me another scone and told me I could go into their shop and pick out anything I liked. I picked a small chocolate bar to the sum of £3.50 but the person at the till gave me 3 more as a way of apology. I was overwhelmed by this level of customer care but that is not all. I received a letter a couple of weeks letter with further apology and another £5 voucher! I never asked for this, or caused a fuss, just simply asked if I could swap my scone. For one little twig I received over £30 worth of products. Would I use this company again: YES Would I recommend this company: YES A second example of good customer service: My 4g network went down for 3 days. I contacted the company to see if they could fix it. They went above and beyond but couldn't pinpoint an exact cause. They immediately offered me a new sim card to try and fix the problem and on top of that took £10 off my bill for the 3 days I was without internet. I did not ask for this but it was immediately offered because, as they stressed, customer care was very important to them. Would I use them again? YES Would I recommend them? YES Now to my example of BAD customer care: Before christmas I ordered new carpets for my house, which was under renovation. I was having the whole upstairs done as well as the stairs costing nearly £800. Bearing in mind Christmas is a stressful time and I had guests coming to view the progress made on the house so far, I paid extra for the place to be tidied up, to take some of the pressure off. I was unable to be at the property so left the money for the fitters and a key at the Carpetright store in Hull. I came home from work excited to see the new carpets and try and get all my furniture back upstairs and the house in order before my guests arrived the next day. This is where my problems began. 1) Despite my carpets being fitted at 9am, EVERY SINGLE light was left on in my property when I came home at 5pm. As someone who is currently studying with no form of employed income, I am very careful when it comes to saving energy. It is worth noting that my energy bill was almost double for that month, depsite not having many christmas lights or using my heating that much (December was a warm month) 2) The place had not been cleaned. There were bits of carpet EVERYWHERE, even in rooms that had not fitted with carpet. I immediately rang the store who cannot be faulted in the fact they immediately refunded the money I had spent on getting the place cleaned, but then I had to waste MY TIME cleaning the place up when I already had ALL my furniture to move back upstairs. 3) Now this is the best bit. My bathroom was being renovated, the upstairs bedrooms had all my bathroom furniture and tools in but they had to be cleared for the new carpet. So I had piled everything into my very small bathroom. Including white good, bathroom cabinet, tile cutter, wallpaper stripper, tiles and various other tools and boxes that I didn't want to lug downstairs. The floor was back to bare chipboard and the walls were unpainted. The bathroom cabinet was up against the toilet which was midway into the bathroom and not accessible without climbing over the tile cutter. When I had finally finished hoovering my house I started to move things out of the bathroom so I could work on getting it more usable for my guests despite it being unfinished. This is when I discovered the horror that the carpet fitters had left in my toilet. Without going into too much detail, whoever it was had had a pretty spicy curry the evening before... Because the toilet wasn't fully connected, they were unable to flush this away, and this had been sat in my toilet for a good 24 hours. Cue the marigolds and the unpleasant job of having the make my toilet fit for society. To this day I'm still baffled by a) how they saw a bathroom with no visible floor due to amount of stuff in it as something that was usable and b) How they even managed to climb their way to the toilet and c) How they managed to sh*t in my toilet, without either sitting sideways with their feet in the air or straddling it with their knees up against the cabinet and conducting their business while hovering in the air. I immediately contacted your customer care team and told them the sorry story and after a long wait received this email: Dear Ms ***** Thank you for contacting the Customer Service Team. I am very sorry to hear of your experience. This is not the service that we expect our customers to receive or wish them to have. Details from your complaint will be used to help us improve our services. We are continually providing training to make sure that the standard of customer service and communication is above and beyond our customers’ expectations. We very much appreciate the time you have taken to inform us of this incident. We do hope that at some point in the future we have the opportunity to restore your faith in Carpetright. Thank You Kind Regards Customer Service Team **Insert incredulous profanities here** To add insult to injury I completed my order through a cashback website, followed the instructions to a tee but was told months later I couldn't get my cashback because my order number began with 1189 instead of 1802.... Would I use Carpetright again? ABSOLUTELY NOT Would I recommend Carpetright? HELL NO.