TP

M

United Kingdom

Reviews

Review of Designer Carpet Outlet


Rated 1 out of 5 stars

AVOID AT ALL COSTS

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.

February 13, 2020
Unprompted review