Avoid! Avoid! Avoid! Customer care and after sales non existent. I went into the nottingham giltbrook branch for advise on purchasing a new carpet for my stairs landing and bedroom, giving them the benefit of the doubt my existing carpet from the same place had not worn well after only 6 months. Trying to avoid this type of carpet again I wanted knowledgable advise, which you would think these advisers haveNOT! I was told I needed to purchase underlay to be provided with a guarantee for the carpet so agin from the advise of instore staff I went with a more expensive underlay for the stairs and landing as I was told the low pile of the carpet and the more expensive underlay would provide the soft cushioning, even being advised to remove my shoes I store and feel what they had down. Happy with this I placed an order for two carpets which cost me just under £1500. Delivery date was set for the 25th may 21 but a few weeks later advised to be the 31st may 21. I received a call from what I assumed to be the store on the 1st June 21 telling me my landing and stairs carpet had come in yet my bedroom was due in that day did I want the fitting arranged for the same time, my response to that was YES, this advisor went away to chase up and said would follow up with a call. The following day I received another call “carpets are in so we need to arrange fitting” which is what I did also being told a called would be made to me in the morning. A call did not come so after calling back the store at 10.30 and 12.30 the fitters advised I would be the last job in a few hours. The fitters turned up at 5.30 and half way through prepping the stairs they noticed all of my bedroom had been cleared out and they advised they only had 1 carpet to fit. I called the support team who had advised me my carpet was not even in. The carpet fitter finished at 7.30+ and at this point I had no point to sign off fitting as there was no department to contact for support when the carpet already fitted was the most cheap looking and cheap feeling ever. The carpet felt like I was walking on floor boards and there was no cushioning as advised in store at all. The fitter confirmed this was the correct underlay. I followed up with a call the following day to support as it was a store issue so again I went back into store where I was told by an “ex carpet fitter the underlay would give overtime and it was because it’s new which is why the store carpet is soft” baring in mind my home will not see the same amount of traffic a store has especially off the years this had already been layed. I had to wait another day for a call back so the manger could discuss with the parties involved, by this time I became more annoyed and contacted support and demanded someone come out and look. Two days later a SCS representative came out and after walking on the floor agreed himself it had no bounce and was confused agreeing nothing seemed there, yet he didn’t know how to right a report on it as I had been provided with the carpet underlay ordered and there wasn’t a fault. At no point did he pull back the carpet to check the underlay although the support team said there may be a faulty batch. Getting fed up with excuse after excuse I started to record the visit on my phone which he then started to change the fact he had told me the underlay would not give as it is a firm underlay and is not to provide soft cushioning. So between 3 people advising me I store when purchasing to the now 3 people advising completely different reasonings after I have raised a complaint the customer service and assistance to resolve a problem created by instore staff I have been told is not possible and there is nothing I can do as I have signed receipt of carpet, which baring in mind I had no choice to do at gone 7.30 in an evening with no one to offer further support. Along with the store or support team not even addressing I have my bed alone in my bedroom for how ever long it takes for my second carpet to be delivered and fitted. All flooring was removed to prepare for the fitting already advised booked in with 7 chest of draws being scattered all around my home which makes it difficult to even get dressed in a morning for not knowing where to find my stuff. An unusable en-suite which is full of my bedroom. furniture. Never again will I purchase from this store and I would advise another not to even consider it. They take advantage of your lack of knowledge and run with it, baring in mind they also work on commission!! I wouldn’t even rate 1 star