Yesterday we got out carpet fitted! Over a year ago we had one of your highly trained professionals come round to measure our house. We got a quote from your store, all good so far! We subsequently decorated our house that took longer than expected. When completed, I came back to your store and asked for a new quote. I was advised no remeasurement was required. You can imagine my dismay and distress when your fitters ( really helpful lovely guys) installed my bed room carpet and it was 80 cms short. Not ideal but they suggested a join, which we agreed to given that the join would be mainly under the wardrobes. Then the same happened in the front room which was 1 metre short! Different in this room as we don’t have furniture to cover the join. Your team called the store to say they could not put a join in as it was not possible with the carpet they had and it would not look correct. The store manager told them to ‘do something with it’. I had been calling your store since 9.30 am (the opening time published on the website) to confirm the fitters were coming. Only once of the seven times I called was the phone answered. John answered the phone and he confirmed the carpet was being fitted that day and they would be there by 10.30 am. So when I tried to call to ask what was happening when I was standing on my front room with an incorrectly sized piece of carpet , there was no answer. I therefore drove to the store to try to resolve this issue. You have now arranged for the carpet to be ordered and fitted next Friday. Your store manger said that he told the fitters not to do a join, which is a lie as we heard him tell them to do this. His excuse for the mismeasurement by your team was ’human error’. Everyone makes mistakes, I know that. 4 rooms 2 incorrectly measures that 50% of mistakes ! that’s a high rate of mistakes !! He assured me that he would sit down with the employee and address this. Well that would be difficult as we have been made aware he was no longer with the business due to being fired for his many mistakes? So why say this? How does this help me get my carpet fitted? Your store manager said I should have had the house remeasured. This suggestion was never made before! As I highlighted to your store manager my house hasn’t grown in the last year !! I asked for the detail of head office to which I was told there is no point as you will refer the complaint back to the store, (him) to which he has the decision to give me a 75 GBP refund. His decision is final. I accept human errors happen. If you have sent someone to my house to measure over a year ago and they subsequently have been fired for incompetence then surely you send someone around to remeasure ? Would that not be good practise? Would it not be good customer service to answer the phones? Would it be good customer service that when your fitters call you to say there is an issue, then call the customer to resolve? Not just tell them to do something with it? Finally the concern for my customer experience is non-existence to, say there is no point complaining to head office as he makes the final decision. If you do refer this back to the store I will be very disappointed. I look forward to hearing from you with a better response than it’s a human error and we might give you 75.00GBP. I have my front room with no carpet in. We have to take time off work now to be here for this. We asked for Good Friday because we had the time to do this task then. This is disruptive to our time. Your store manager was inconsiderate to the fact we cant just be here at 10am on Friday to take the carpet then. I am dismayed with the lack of service and will be sharing this experience with my friends. This is the letter I wrote and my reply was call the store... amazing!!!