Online Carpets
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AVOID scam company, misled buyer, terrible customer service
I am not one to ever write reviews, and certainly never negative, but if my review helps others avoid this terrible company then it’s worth it. I cannot explain how bad my experience with this company was/is. Would give it 0 stars if I could. I ordered some samples of carpet, most of which were of terrible quality so thin and threadbare, whereas one was decent enough so as it was so much nicer than the others we decided to go ahead and order. We used the QR code on the back of the sample to ensure we got the correct carpet when ordering and ordered around 60sqm of the carpet costing hundreds of pounds. When our carpet was eventually delivered I could see straight away it was not the same as the sample - the quality was significantly worse the colour was different and it was just so threadbare and cheap looking. We immediately contacted customer service and said we have received a different carrot to what we ordered and sent pictures of it compared to the sample we ordered from - luckily we kept it! After some to and from they admitted that the sample that they had sent to us was mislabelled for a significantly more expensive carpet than the QR code on the back of the sample linked us to and that if we infect wanted the carpet the same as the sample (that we thought we were ordering!) it would be an extra £626. We were so annoyed as we had already booked our fitter and resulted in hundreds in cancellation fees. After some more complaints to a frankly unhelpful customer service they said we could have the right carpet if we paid £500 more. We didn’t accept this and so are still waiting for our refund for the carpet for their error! I just cannot believe how bad their customer service has been even when they admitted it was their “mistake”. They have been very unsympathetic, very uncompromising and extremely unhelpful. I just think it’s so convienient they sent one good quality sample that led us to making an order with them and then it turned out it was “wrongly labelled” and a significantly worse quality one was delivered. If we hadn’t kept the sample I’m not sure we would have been believed. I feel I have been scammed, I’m hundreds out of pocket for a fitter and still waiting for a refund of hundreds the carpet for carpet for their error. Long review but if it puts one person off this terrible company then it’s worth it!