Designer Carpet Outlet Reviews 15

I had a difficult.time to talk to someone but when it happened Sam.was very helpful and answered my questions all the time. There was a it of an issue with the delivery times but in the end worked out. Carpets are lovely and great value for money.
Leo

We bought two 80% wool carpets from DCO for the three rooms plus corridor in our small semi-detached bungalow: top-of-their-respective-range posh blue Westex velvet supreme sapphire, and slightly more hard-wearing green Westex Ultima twist pinnacle angelica. Remnants, much cheaper than they retail; but 5 star rated (new, unmarked).

I visited DCO's unit just to physically look and touch the carpets, see the colours for real and get a feel for the variations in pile lengths and densities; but from then on I went through their website, which is clear, simple, quick and easy to use and up to date with their stock and its technical data; and yes, they would send out samples.

DCO 'only' sell carpets and do the main length cut, but kindly recommended local fitters who in their turn did a fantastic job of all the rest: cut our carpets to size at DCO last Friday, delivered and fitted them last Saturday, with grippers, underlay (they expressly recommended the fractionally thinner 'blue' rather than the 'green' cloud nine because these carpets are so plush), threshold strips...

We had cleared the rooms as much as possible, and the fitters cheerfully played furniture Tetris with the remaining large objects (wardrobe, mattress; piano) as they worked.

Our new carpets are loooovely.

The vivid colours and luxurious feel underfoot make us smile every time we look at, touch or walk on them. They look like a green meadow with a lake at either end, linking house to garden. As a bonus, we'll get no more holes in socks from the screws in our cheap old threshold strips (fitted in 1997).

We did spot a <30cm line of weft near the front door in our now green corridor, where the dye had not taken. It isn't really noticeable, the fabric is not damaged, and as our fitters suggested, if it irritates us we could try to get a colour matched dye sample and colour it in.

Sent the tiniest sample and I got a £1.50 charge from Royal Mail to deliver it due to them not paying correctly to send it. Needless to say, if this is their way of working, I shall not be buying a carpet from them.

Really lovely carpets. Very helpful customer service. We are remodelling our home and wanted to get our daughter’s room carpeted for her birthday. Sam helped us find a carpet that could be delivered quickly and there was good communication with the delivery people. We ended up using for carpets in the rest of the bedrooms and have since recommended to friends. Would definitely use again!

Terrible company! I ordered a carpet, it was recieved much more damaged then stated. It took 5 weeks to collect! terrible customer service, Caedan does not reply to email. i finally got a refund 11 weeks later, however, they have deducted fees! avoid this company is a scam!

Updated 3 months later:
bought 5 carpets from them... the whole process has been harrowing and very stressful.
They assured me that delivery would be in 2 weeks and definitely before the carpet fitters 3 weeks later.
But this company are a bit hopeless - they messed us around for a whole month and eventually the carpets arrived SIX WEEKS later. No apologies at all from the despicable character in their warehouse (Caedan) and their driver just dumped the carpets in the yard in the pouring rain at 7am and then drove off before we could put clothes on to come out and help him see which house to move them into.
One carpet missing altogether.
Carpets not in A grade as promised - several long lines across the carpets, damage on the backing and size was 4cm less than on the listings.
We've lost over £500 in lost airbnb bookings as result and had to rebook the carpet fitters twice! and only got 4 of the 5 carpets in the end. But their helpful guy Lewis did refund us the 5th carpet in the end.

purchased five carpets from DCO in one order 4 were faulty. I sent photos to customer service who offered a £70 refund which I mistakenly accepted. I now have to look at the these awful carpets. Yes they may be a good brand but the quality is really bad. If I can Offer you any advice it would be to go for a lower brand at a local carpet shop. I hate going into my bedroom and looking at what I brought. Customer service wasn’t the best, I spoke with one lady who was helpful but the man in the warehouse just didn’t care. I appreciate I have had the carpets for a year now but I am already looking at replacing them.

Have ordered several times. Customer service is quite variable - there is a woman who is lovely and really accommodating, but another time a guy answered was was really unhelpful and actively obstructive and completely put us off ever making a big order at full price. Had a couple of lines through some grade a carpet, but equally when one order had a carpet that was ripped the delivery company advised rejecting the order and was refunded with only a couple of emails. But if you can find the right size for you there are some very good prices. Would use for small carpets or stairs etc, but maybe not to recarpet an entire house.

Horrible Horrible customer service.
I literally had to coordinate delivery by calling and emailing their courier company myself
Sales rep decided he wasn't going to reply to me anymore once he was caught in the blatant lie that my carpet was out for delivery( took another 12 days after that to get the carpet!!!!!

I think you can get yourself a fantastic bargain from DCO. However if you are thinking of buying then please be aware of the following two key points:

1. It’s vital that you inspect the carpet when you receive it. If it’s a large roll this can be quite a task (it was beyond me)

2. If you come across issues during the inspection and want to return it then you need to be able to send it back in the same condition as sent (re-roll it as delivered) and also pay for the return.

If you are not prepared/able to do the above then there are risks as my experience will highlight - below

If you are sent a carpet in good condition from DCO then the price that you pay is a bargain. Unfortunately this wasn’t my experience and because I didn’t fully inspect the carpet at the time of delivery (it was too heavy) and only discovered the full extent of the carpets problems as it was being cut for fitting, DCO’s terms and conditions meant that I wasn’t eligible for a refund.

When the carpet first arrived I noticed the ends of the carpet were frayed and soft. I immediately emailed with pictures. They reassured me that the frayed ends was unlikely to be anymore than a handling issue and it was a high quality carpet. They did say they would take it back but given that I would have to pay for its return I was happy to go with their reassurance. I alerted the fitter to the frayed ends and let them get on with it. When I returned a bit later the fitters let me know that the fraying was evident right through the carpet (it was delamination) and they were fitting as best they could - they said the carpet was in very poor condition. I emailed DCO with pictures and they agreed it below their acceptable standards. They refunded £100 to my PayPal account. I had paid £325 for the carpet, £100 for underlay and £90 for fitting. I let them know that £100 was of little use as I would have to pay for a replacement carpet and it’s fitting. I asked instead that they send me a replacement piece (they had a larger roll of the same carpet in stock); I was even happy to contribute to the costs as I just needed a decent carpet. They refused and indicated that because the carpet was cut they couldn’t refund or replace - they would only give me a full refund if I sent back the roll in the condition they sent it to me. Clearly this was impossible and given their Terms and Conditions I had to accept this situation. I now have spent in excess of £400 minus the £100 refund for a carpet that I am now having to completely replace and refit.

Hopefully I was just unlucky in the sub standard carpet I was sent and that if you are ordering from DCO you will get a great carpet at a bargain price - but please don't make my mistakes - make sure you inspect fully and be prepared to send it back uncut if you find issues.

Lovely, just lovely. I was a bit worried when I saw the review below. I wanted the Period Velvet and with a velvet any marks really show up, I needed 6.5 metres, so not a small purchase. But my carpet is Fabulous.
Initially I telephoned and asked for samples which arrived first class post. They were small and in one case only fibres but it was enough to let me colour match. After that all communication was by email. All emails were promptly replied to and helpful. There payment is bank transfer or paypal. I used paypal, there is no charge and they give a 180 day guarantee. I choose the more expensive delivery, didn't want any problems. Carpet arrived 4 days later. I had to wait for the fitter but now it is down it is just lovely. No marks or creases. I have uploaded photos, they don't do justice to the quality or colour. Seriously if I bought this from John Lewis I would be £60 a metre. This must be the best bargain I have EVER had. Very pleased.

Very rapid service and good communications. I ordered a remnant and heard from them very quickly with a proposed delivery date. They contacted me when it was on its way and it arrived on the specified day.

I can’t get the carpet fitted yet with covid but we checked the product when it arrived. As described and couldn’t see any faults.

I was a bit nervous with the reviews here but the price was good so I gambled. Was pleasantly surprised. Will keep a lookout for other products

Would prefer to give 0 stars but unfortunately that’s not an option.

We ordered two carpets from this store. One of them was fine however the other was faulty.

The carpet was delivered by their delivery company, which we paid for as part of the purchase, and left in our property. It was not moved from the position the delivery company placed the carpet in until our professional carpet layer attempted to lay the carpet in our bedroom.

Upon unrolling the carpet remnant (at 5m x 5.4m) the layer called us to inform that the carpet was dirty with obvious marks, he even found a used cigarette butt on the inside of the carpet. The carpet also had a crease on the upper third. The carpet layer explained that the company had probably unrolled the carpet on a dirty floor and then when it was rolled back up the dirt was picked up on the inside of the carpet. The crease in the carpet had also been there for some time. This was obviously unacceptable as we had been sold a clean, unused “new” carpet remnant.

When trying to explain this to the carpet company they refused to give us a refund and/or accept the carpet back (which meant in addition to the cost of the carpet and delivery to our home, we have lost further monies by paying for a delivery company to attempt to return the remnant). Despite us providing photographic evidence (which they ignored) they insisted that we were at fault and that somehow we had creased the carpet remnant and made it dirty - their response was it must have been us who ruined the 'clean, unused, new' carpet remnant. We requested evidence of the condition of the carpet remnant when it left their care which they were (unsurprisingly) unable to provide.

The customer service we received was atrocious and the responses to our emails were ridiculous. It baffles us as to how they could try and assert that we were the ones who had ruined the carpet remnant that we paid for and wanted to lay in our house before Christmas and that it had been us who caused this stress and financial strain to encircle us. How two individuals can ruin a 5m x 5.4m carpet baffles us – especially as there was no space to unroll the carpet until it was ready to be used. Due to this company’s appalling service we are now left with a used, dirty, creased 5m x 5.4m carpet in our home.

We would never order from them again and would advise anyone against ordering from them.

If customer service, honesty and reliability are important to you then steer clear of this company. In this day and age of computerised stock systems, they somehow managed  to
'lose' the carpet that I had bought and paid for, yet it took them until 3pm the day before it was due to be delivered to realise their error and let me know. 

In fairness Alex, who fronts the company and appears to have to do the management's dirty work for them, was polite and helpful. However, the guy in their warehouse that I had the misfortune of speaking to was one of the most patronising, rude and ignorant people I've ever had to deal with. In spite of the fact that the company had managed to lose a 4m x 4.5m roll of carpet from the warehouse, he tried to make out that I was being ridiculous to expect any form of compensation for their error and for the stress and inconvenience they had caused other than a refund of the money I'd paid. He clearly had no comprehension of the meaning of customer service or goodwill. To top it all he then tried to make out that I was the one being rude, at which point I put the phone down as it was obvious that this guy was incapable of holding a reasonable conversation.

Thankfully, Designer Carpets in Ilkeston saved the day and provided me with a carpet to replace the one that Designer Carpet Outlet had managed to 'lose' (although the incompetence of losing a carpet that you advertise as being in stock makes me wonder whether the carpet ever existed in the first place). I placed my order with them on the Monday and they cut it to size and got it delivered to me first thing on the Wednesday! What's more their staff are polite, helpful and provide a reliable service - whew!! helped to restore my faith in internet shopping

The worst customer service from Seb that I have ever received. His misleading and dishonest behaviour was absolutely shocking. You need to learn to put your hand up when you are wrong Seb and stop treating customers unfairly.