On Saturday 29th September 2018 we visited the Dartford SCS store and ordered new carpet for our lounge, hall, stairs & landing and two new 3 seater settees. When discussing the settees we told them we have a narrow hall and have had difficulties with furniture before, he said it wouldn’t be a problem as the arms could come off. At the time of ordering we emphasised we would want the carpets fitted first, then the settees delivered to avoid needing to move furniture twice, again we were told that wouldn’t be a problem. We were told a survey would be needed for the hall, stairs & landing and this was booked for 1st October. Survey done, surveyor advised we would need new underlay which we agree & it was added to the order (but we didn’t get an updated order form). Between ordering and eventual first fitting of the (lounge) carpet we received regular calls to say the settees were in stock & wanting to arrange delivery. Each time I explained we did not want the settees until the new carpet was fitted. Every time we were told a note would be made, but calls continued. Eventually had a call advising the carpet was in stock & agreed a date of Wednesday 15th November. Subsequently this was changed to Thursday 22nd November as the fitter was unavailable. On the day before we moved all the furniture out of the lounge, stripped the old carpet and underlay from hall, stairs & landing and the carpet from the lounge. Carpet fitters arrived on 22nd November took the lounge carpet from van & told me there was a flaw – a line across it. Fortunately they were able to turn the carpet. They went to get the hall carpet & found it was a different colour! Fitter calling the store (8 times) but no answer, told me he would keep trying & ask them to call me. No-one called so I rang & eventually got through about 16.00. The lady I spoke to said she hadn’t heard anything from the fitters & knew nothing about the wrong carpet. She said she would check & call us back. She called a few minutes later to ask if the hall carpet needed to match the lounge as they had an alternative in stock – I said it did need to match as we has specifically ordered the same. She said she’d call back - no call received. We were left with bare floors, with exposed gripper rods in our hall & stairs, not satisfactory as we have a 2 year old toddler several times a week. The fitters tacked some offcuts in the hall to give some protection. So we had a carpet in the lounge, with garden chairs, but nothing in the hall. On Saturday 24th November the settees arrived, the driver & colleague came to the house, looked at hall & lounge door, said “that won’t fit”, didn’t even get them out of the van. Told me he would contact the store – he said he called but couldn’t get through. I explained what they had said about removing the arms – he said there was no way that could be done except by a specialist upholsterer. We went to the store on Sunday 25th November & spoke the manager. Agreed he would arrange for the settees to be delivered again on Friday 30th November by an upholsterer who could take them apart. The cost would be £120 per settee but he said he would give us a £20 discount because of the problems. He also said there had been a problem with the carpet and he would call me later. He called on Tuesday 27th November and said the carpet needed to be re-ordered (even though we had been told the carpet had been delivered to the warehouse & just the wrong one put on the van). He assured me the carpet would arrive by 18th December & he guaranteed it would definitely be fitted before Christmas. The settees were delivered, taken apart & put back on 30th November (we had been sitting on camping chairs for a week!). We waited patiently for 3 weeks to hear what was happening with the carpets – nothing heard. Called the store to be told manager had moved to another store. The person I spoke to checked on the computer & said the carpet was not in the warehouse so there was no way it would be fitted by Christmas. He admitted the carpet had never been ordered in the first place! I explained the problems it was causing, as when we look after my granddaughter we have to carry her up & down stairs. This is made worse as I have osteoarthrosis in both knees and walking up & down bare floorboards whilst trying to avoid the gripper rods causes considerable pain. I have also had 2 pairs of slippers ruined by catching on the exposed nails. We were due to have 10 family members to dinner on Christmas Day – when I told new manager he laughed & said the earliest the carpet could be fitted would be 9th January. On 20th December we received a call to say the carpet had been delivered, but the earliest date for fitting would be Wednesday 9th January. As we couldn’t get time off on that day we agreed on Friday 11th January, and the fitters would call in advance to confirm. No call received before Friday 11th January, then got a call at 10.20 from the fitters to say they were 10 minutes away. They arrived, first thing he said was “that’s £143” – I said it would only be £100 as the lounge had already been fitted and paid for, but I wasn’t paying anything until the work was done. He then looked at the hall & asked where was the underlay – I told them they should have it, they said it had been left with us – then left. Called the store about 10.25, said they would check & call me back, I made sure they had my mobile number – she had. Waited until 17.20 but no call. Rang the store again, they said 'Jo' was with a customer but would call me back – no call. I rang again on Saturday 12th, was then told they hadn’t had confirmation that the carpet had been returned to the branch and so couldn’t book a new date (why not? As bookings seem to be weeks ahead surely an appointment could have been made?), was told they would call back later, or Monday (14th) at the latest. Monday 14th – no call. I rang the store about 15.30, spoke to Richard, he said the carpet was back at the store but he would need to call me back as he couldn’t give me a date. Tuesday (15th January), had a voicemail left to say the earliest date would be 5th February. I rang the store at 17.40 & was told Richard was with a customer and would call back. I told them I received continual promised someone would ring, but they never did. I was assured he would definitely call. He did call at 17.55, I told him the 5th February (another 3 weeks) was not really satisfactory as we had been waiting since 22nd September, Richard said they only have one fitter so there was nothing he could do. As we needed to arrange time off we agreed on Thursday 7th February. On Thursday 7th February the carpet was finally fitted. Numerous complaints both to the store and the head office, kept getting promises of a call – but nothing. Finally after 5 e-mails to CEO we had an offer of £57 to compensate for problems. We refused and eventually had a ‘goodwill’ offer of £100 which we were told ‘please note this gesture of goodwill is the final offer of ScS and will not be improved upon’. So we reluctantly accepted.