Not good at all

Stephen from the Portland store arranged to come and measure for bedroom, landing, and stair carpet. He arrived late, he didn't phone to inform us he was running late, we had to phone and chase him, and then when he did arrive it was without the swatch i requested for my disabled wife to view, so later that day i had to take her to the shop to view it. But the price was agreed and date arranged for supply and fitting. The day before i get a call saying the landing part is damaged so that wouldn't be laid till the day after, but the rest as agreed. Fitters arrived as agreed, 2 blokes, very polite and did a great job of fitting. They bought the damaged piece with them and showed me that although the pile would be in the wrong direction they could get away with it and fit it same day as the rest meaning less inconvenience to my disabled wife and myself. I phoned Stephen at the shop to question if this laying of the carpet would in anyway invalidate the warranty that comes with the carpet, and he checked with the manufacturer, coming back to me saying it wouldn't. Thus i asked for a little discount for doing this in that it would save paying the fitters to come out next day and not using the replacement carpet that had been ordered. He refused, so i decided to have it fitted properly the next day. An hour or so later my wife came back from hospital, i told her story, so she phoned Stephen and he agreed a small discount........but on telling the fitters it was to late...they had used part of the landing piece to use elsewhere as Stephen had phoned them telling them they would have to come back next day and fit replacement part. The small discount we were talking was £20. It seemed an awful lot of hassle all for £20, and why he changed his mind when it was too late i don't know, but suspect a woman's voice was the reason, what else could it be? Another thing i forgot to mention which was a deciding factor in choosing Crosby carpets was Stephen had told us their carpets come with fitting included, so any problem we just go back to them, unlike Carpetright where if you have a problem you have to go back to the fitter direct as you pay them separately. Upon discussing this with the fitter he said that was rubbish and Carpetright are the most stringent of retailers when it comes to fitting, as if the fitter don't put things right quickly they will be docked the price of the total carpet. So 2 different stories told to me there. in conclusion the carpet and fitting were and are excellent, the customer service from Crosby carpets was not. I am left feeling let down and won't entertain such service again.

Trevor Hunt - 06/09/2014 | report this review