Great carpet-poor communications/order process
Great carpet - but communication about it was poor. The website suggested delivery might be 7-10 days. After 3 weeks I'd heard nothing since the confirmation of the order. I rang and was told delivery was usually three weeks and to expect a call to arrange delivery. After 30 days from order I'd heard nothing. Rang again. Turned out system said it was still being prepared, but actually it was ready for shipping. I wasn't told how long it had been ready, but by the apologetic tone of voice something had gone awry! Disappointing in terms of managing the order, but we love the carpet.
Reply from Designer Carpet
Hi Mr Helm,
Thank you for taking the time to leave us an in-depth and completely honest review. We're glad you are happy with your rug but we must also sincerely apologise for the significant delay in it being delivered.
Please know that your situation was an exception and production times have been increased due to the current pandemic. As you can see with other reviews, we are known for taking ownership and caring deeply about our customers. You have my personal commitment to improving the way our staff serves every customer and how our rug orders are processed. Until then, please accept my sincerest apologies on behalf of everyone on the team.
Many thanks,
Joshua
