Lauren

4 years ago we used Franks to fit our carpet - sales was great, the fitters were atrocious. Came in and straight away asked for a drink and when provided it was replied with no thanks but 'What no biscuits?' For context my mother had passed away the day before, so no, there were no biscuits in the house.

They continued to blast music, plug their phones in to charge (thanks for the charger BTW as you left it) and generally just rude. We understand when nature calls you need to go to the toilet, but please replace the toilet roll that was literally right in front of you when you empty the roll.

4 years later we thought we could trust Franks again, again sales were good but the fitters again not the best. We didn't have the rudeness as before, but the carpet has gaps all around the perimeter - some fit snug, and 90% gappy. We were told we must have had laminate down as the skirting is too high - I've lived in the property since it was built, never had laminate before and other carpets have fit ok.

If you know half-way through a job it will be bad quality, surely you tell the customer and ask if they want them to continue? The customer service after this was non existent, with no one taking blame or trying to rectify it - we submitted a form to the area manager, but 4 weeks later, no response.

It's hard to recommend a company that has been trusted twice and failed twice at both customer care, quality and just providing a good outcome.