ScS FAILING TO DEAL WITH MY COMPLAINT APPROPRIATELY

RUBYARLO

PLEASE READ THE BELOW EMAIL TRAIL FROM BOTTOM TO TOP FOR IT TO MAKE SENSE.

ANY ADVICE ON 'NEXT STEPS' WOULD BE MOST WELCOME.....

From: "FlooringEscalations" <FlooringEscalations@scs.co.uk>

To: "'Stevenson'" 

Sent: Tuesday, 20 Jul, 21 At 12:07

Subject: RE: SCS CARPET FITTING COMPLAINT - ESCALATION TO CHIEF EXECUTIVE AND CUSTOMER SUPPORT - URGENT ACTION AND RESPONSE REQUIRED PLEASE

 

Good afternoon,

Thank you for your email, this has been received to our CEO’s office who has asked me to respond on his behalf.

First of all, please accept my sincere apologies for the concerns you have raised. I am sorry we have not met your expectations on this occasion.

Having full reviewed your account and investigated the concerns raised I can confirm the below.

In respect to the carpet and underlay not being fitted in the airing cupboard, the cupboard was not included in the initial surveyors plans to be fitted with the carpet and underlay. I am aware you have been provided with a copy of these plans which were signed to accept and agree by yourselves. As the this was not included in the original plans it has also not been included in the cost of the fitting. We can however arrange a third party fitter to attend and fit the carpet and underlay to the required area however this would bare a fitting cost to yourself.

In regards to the coir matting, this has been fitted correctly to British standards. The difference in size is deemed within tolerance. On this basis we would not be able to offer any further resolution in respect to this concern.

Kind Regards,

Laura

Flooring Escalations | Customer Experience

T: 0191 731 3300

E: flooringescalations@scs.co.uk

W: www.scs.co.uk

  

From: "Stevenson" 

To: stevecarson@scs.co.uk; customersupport@scs.co.uk

Cc: ipwmanager@SCS.co.uk

Sent: Thursday, 8 Jul, 21 At 16:06

Subject: SCS CARPET FITTING COMPLAINT - ESCALATION TO CHIEF EXECUTIVE AND CUSTOMER SUPPORT - URGENT ACTION AND RESPONSE REQUIRED PLEASE

Copied previous email trail to these email addresses.

 

From: "Ipswich Manager" <ipwmanager@scs.co.uk>

To: "Stevenson"

Sent: Thursday, 8 Jul, 21 At 09:22

Subject: RE: Fitting Complaint URGENT ACTION AND RESPONSE REQUIRED PLEASE

Hi Mr & Mrs Stevenson,

I am sorry I am not permitted to give out the carpe fitters details, I have already given you the details to contact ScS on if you wish to take the complaint further, As already stated I can try and find a fitter for you for the airing cupboard and the going by the charges that ScS use for carpet fitting, I think £50 will cover the job, that is why I came to that offer for you in order that the job you wanted could be completed.

Regards

Iain

From: "Stevenson" 

To: "Ipswich Manager" <ipwmanager@scs.co.uk>

Sent: Wednesday, 7 Jul, 21 At 12:59

Subject: Fitting Complaint URGENT ACTION AND RESPONSE REQUIRED PLEASE

Iain

Further to your below email:

We absolutely do not accept your proposal to remedy the fitting of our carpet for the following reasons:

a) It will likely cost more than £50 to fit the airing cupboard with underlay and carpet ....we are in the process of seeking quotes.

b) Coir Matting:

Please see attached pictures of existing coir matting (as laid by your carpet fitter on 24 June 2021).

As you will see the length of the mat is only 90cm and the width is 86cm

Using your logic as described in your email*, if SCS ordered 110cm length x 100cm width with a view to taking off approximately 10 cm for trimming then we should have a mat that is 100 cm length x 86 cm width. Clearly this is not the case. Therefore your stance that the mat has been fitted as requested and as per measurements is incorrect.

*I have looked into the issues you have raised with the coir matting size and can also confirm this has been fitted according to the plan as the

measurements were 1.0M length by 0.9M width so we would have correctly ordered a piece 1.1M x 1.0M as we recommend to order cuts of carpet 10cm over size to allow for any issues with walls not being completely square.

Below is an excerpt from the Surveyors costing report which clearly indicates the length to be 110cm and the width 100cm.

It is noticeable that the measurement for the coir matting underlay has placed the shortest measurement before the longest measurement ie 0.90m x 1.37m roll. Maybe that is where the mistake arose???

It would seem that in the fitters rush to get our job done so that they could get on to their other jobs that an error in measurement and fitting was made.

Below is an extract from google :

'Is length first or width?

In general length is bigger than width. So first you write “length" and then “width”.'

So, we await your considered response to this information and trust that SCS will now be ready to treat us with the respect that we deserve as a paying customer and to complete the carpet fitting to our satisfaction? 

Should we not receive a sensible response from you in the next 24 hours, Iain, we will be escalating this complaint within SCS.

Also, we still await, as requested in our email dated 3 July 2021, the contact details of the carpet fitters please as we wish to communicate

directly with them about their behaviour and attitude when undertaking work at our property.

Awaiting your timely response.

Julie and Tony Stevenson

 

------ Original Message ------

From: "Ipswich Manager" <ipwmanager@scs.co.uk>

To: "Stevenson"

Sent: Monday, 5 Jul, 21 At 17:35

Subject: Fitting Complaint

 

Hi Mr & Mrs Stevenson,

Please find attached a copy of the costing report and the signed copy of the surveyors report accepting his measurements and recommendations. As already discussed I can offer you a £50 gesture of goodwill in order to pay for the fitting of the airing cupboard carpet which is not on the original plan. I can even speak to a couple of the fitters we use to potentially arrange one of them to fit this carpet for you if this helps. I have looked into the issues you have raised with the coir matting size and can also confirm this has been fitted according to the plan as the measurements were 1.0M by 0.9M so we would have correctly ordered a piece 1.1M x 1.0M as we recommend to order cuts of carpet 10cm over size to allow for any issues with walls not being completely square.

I can also provide you with the following contact information,

Flooring support can be contacted via our head office and the contact details are

0191 731 3300 or customersupport@scs.co.uk

Our head office addresss is

SCS

45-49 Villiers street,

Sunderland

SR1 1HA

Our chief Executive is called Steve Carson and he can be contacted via our Head Office

Sunderland, SR1 1HA

 

From: "Stevenson" 

To: "Ipswich Manager" <ipwmanager@scs.co.uk>

Sent: Saturday, 3 Jul, 21 At 12:46

Subject:  CARPET FITTING FIASCO - COMPLAINT URGENT ACTION REQUIRED

Iain

Thank you for your below email, and the update telephone call yesterday.

During our phone call with you on Friday 25 June 2021, during which you agreed with us that:

a) the coir matting should be 1.1 metres in length (as detailed on the carpet fitters paperwork)

b) you would have expected the independent carpet fitter, as a matter of goodwill, to complete the work to the satisfaction of us, the customer, before leaving the premises

c) you remembered the discussion with us in the shop that we required the 1.1 metre length coir matting in order that on entry into the bungalow it is possible to step in and on to the coir matting and close the front door, thus avoiding the main hall carpet.

d) whether or not the surveyor information mentioned specific carpet/underlay for the airing cupboard, the fact that a carpet to carpet strip had been included in the order meant that common sense would say that the spare cut off underlay/carpet would be utilised in the airing cupboard.

..... it would now appear that you/SCS have changed your approach and attitude to the situation.

Therefore......we now require you to please forward us by email the following information:

a) copy of all documentation issued by SCS and signed by us in the shop on the day of confirming the carpet order

b) pre-fitting carpet survey information signed electronically by us, of which we were promised an electronic copy

c) written confirmation of SCS's proposal to complete the job to our satisfaction as discussed with you by phone yesterday (Fri 2 July 2021)

NOTE: our understanding is that SCS wish to give us £50.00 for us to find another carpet fitter to fit the airing cupboard underlay/carpet

and that the coir matting has been laid correctly.

d) name and contact details of SCS's Regional Flooring Manager

e) name and contact details of the independent carpet fitters who undertook the fitting on 24 June 2021, commissioned by SCS

f) name and contact details of SCS's Customer Care/Complaints Department

g) name and contact details of SCS,s Chief Executive

We look forward to receiving immediate confirmation of receipt of this email.

We expect to receive the above listed information as a matter of urgency and by the latest Friday 9 July 2021.

Thank you for your attention.

Julie and Tony Stevenson

 

From: Stevenson 

Sent: 24 June 2021 15:49

To: Ipswich Manager <ipwmanager@scs.co.uk>

Subject:  CARPET FITTING FIASCO - COMPLAINT

FAO Iain Miles

Hi Iain

As discussed in our telephone call this afternoon, please find below our written account of what occurred at our bungalow today during the carpet fitting process.

Father and son carpet layer team arrived and we discussed which rooms we would like done first. We offered drinks (water accepted / sandwich lunch - declined).

Note: during morning they did mention that they had other jobs to get to, and that they had intended to be with us earlier, but had got caught in traffic due to an accident enroute.

Very helpful during process .... helped move an empty wardrobe and filing cabinet from hall to bedroom.

However,

Senior guy said they had completed the job and asked us to inspect.

It all looked OK except that the hall carpet was merely tucked under the airing cupboard door, there was no metal strip and floor boards within the cupboard were visible.

We explained that we had requested a metal strip, underlay and carpet in the airing cupboard.

Senior guy, very adamantly, said no, as far as he was concerned there were 4 carpet to carpet strips only. There was spare carpet if we wanted to do the cupboard ourselves. We said we had definitely asked for this work to be carried out and that he may as well do it otherwise he would only end up having to return to complete the job. He said “no, I will not be returning!!!!” in a very brusque tone.

On checking the paperwork, he realised there were 5 carpet to carpet strips listed and went to look for the fifth strip in his van. He came back in, moaning about his son !!!!!....... undertook some further work and then said the job was complete. We assumed that he had fitted the strip and the airing cupboard underlay and carpet. The 'fitters fee' was £235.37. We paid him £240.00 and thanked him for their work. He did not sign or date receipt of the cash. (poor business practice) He did not apologise for his mistake or his 'non-customer-friendly' attitude.

On his way out we looked in the airing cupboard only to find that he had fitted the metal strip, but not the underlay or carpet…… leaving the sharp spikes of one half of the metal strip exposed and dangerous under foot at the entrance to the cupboard. [SEE ATTACHED PHOTO]. We asked him politely could he fit the carpet before he goes please? He refused and said “that it would take him another hour to fit and that he had not got time as he had two other jobs (5 bedrooms) to fit today”.

He exited our bungalow and drove off.

We immediately phoned SCS and advised them of our complaint.

The Customer Care lady took a note of the details and advised that an SCS representative would be in touch to discuss further.

We advised her that :

a) We wish for the same fitter to return to complete the job – to see if he refused SCS like he had refused us. Also, for him to acknowledge that it goes against health and safety to leave a customer with dangerous spikes exposed at a cupboard entrance.

b) Subsequent to our initial phone call to SCS Customer Care, we rechecked the work, and discovered that the coir matting at the front door was only 90 cms long [SEE PHOTO] and we had specifically asked for 1.1 metre length in order to be able to walk into the property and close the front door whilst still standing on the coir matting rather than the hall carpet.

As discussed, we understand he is a self-employed carpet fitter. It is our view that his unhelpful attitude and disregard for our safety has a very poor reflection on his own business and on SCS as a company. We would not wish another customer to be subjected to such an unnecessarily awkward experience.

Our expectation is:

a) That someone in authority speaks to the carpet fitters and explains to them about customer care, business courtesy and goodwill

b) Our job is completed to our satisfaction as soon as possible.

c) We receive a monetary refund, either from the fitters or SCS, for the time and effort we have taken in dealing with these issues

Please be assured we will have no concerns about taking this issue to higher/wider authority should it be necessary to do so.

Thank you for your assurance to look in to this situation and to seek a satisfactory resolution at your earliest opportunity.

We look forward to receiving your acknowledgement of receipt of this email.

Regards.

Julie and Tony Stevenson

user1977

RUBYARLO said:

PLEASE READ THE BELOW EMAIL TRAIL FROM BOTTOM TO TOP FOR IT TO MAKE SENSE.

ANY ADVICE ON 'NEXT STEPS' WOULD BE MOST WELCOME.....

Your next step should be to summarise for us what your problem is, rather than expect people here to read through the whole story.

JJ_Egan

And remove the CAPITOLS  please .

But reads as you would be better going to this wider authority , whoever they may be .

68ComebackSpecial

And remove your name.

pinkshoes

Summary:

You got SCS to fit a carpet including 5 metal door strips between the rooms/areas, as well as a coir matting area by the front door.

SCS did not fit the carpet inside the under-stairs cupboard but have offered you £50 to get this done.

SCS only fitted a 90 cm long coir matting rather than the 110 cm that you requested. They say this is within spec.



Well... have you had a quote to get some carpet fitted inside the cupboard? Is it £50 or under? no problem! Over £50? Then send the remaining bill to SCS.

Did your order form specifically say the coir matting needed to be 110 cm long?

Aylesbury_Duck

Way too much text to expect lots of people to read and offer advice - it needs a summary.  What was contracted, what was delivered, what was charged, etc.

I scanned it (the 'wrong way round' - asking people to give up their time reading things backwards isn't particularly courteous) and I can't see you have much of a grievance.  They appear to have done what you agreed they would do, and in recognition of the misunderstanding of both parties, have come up with a goodwill offer which seems to have been reasonably quantified.

Unless I've missed something, which is perfectly possible, given the length of your post and the amount of extraneous stuff in it, I'd just take up their offer and get it sorted yourself.

Jumblebumble

I agree with the Duck

The width vs length "Which comes first?" is not going to help you as Google uses the words in general

All these companies list width first assuming length is longer than width
https://www.rugsdirect.co.uk/choosing-a-rug/rug-size-guide/   
https://www.wayfair.co.uk/sca/ideas-and-advice/guides/how-to-choose-the-right-rug-sizes-T4221
https://rugmart.co.uk/services/sizes/

There is no reason for you to be given the name of the carpet fitter as 
You do not have any contract with them
SCS do not want you contacting them direct next time
SCS do not want you further badgering them

Emailing the Gentleman from whom you are seeking help and referring to this as a fiasco makes you sound a bit of a nightmare
as  does haranguing a carpet fitter who is following the instructions he has been given.
You talk about lack of common sense expecting the man to rectify your  mistake in not checking the original paperwork  without being paid  ?
No wonder he did not want to come back.
My suspicion is that there will be 3 versions of what happened
Yours
The Carpet fitters
The truth

RUBYARLO

Your comments are taken on board, thank you.
Apologies for my misuse of the forum (length/format of my submission) ..... this was my first time.

Our main issues are:

Airing Cupboard Flooring
Given that a 'carpet to carpet' joining strip was ordered for the hall to airing cupboard and that the main underlay/carpet off cuts were sufficient for use inside the cupboard, our assumption (rightly or wrongly) was that the fitter would realise that flooring was required in the cupboard.
Instead we are left with dangerous sharp spikes evident at the entrance to the cupboard.

Front Entrance Coir Matting
We specifically explained to the shop manager and the measuring surveyor that our requirement was for a 1.1m length of coir matting at the front door.  The surveyors electronic document that we signed stated coir matting length 1.1m x width 1.0m.  However, what has been fitted is length 0.90m x width 0.86.  

It is for these reasons that we are not satisfied with ScS response.

Your further comments are welcomed.

comeandgo

Your assumption regarding fitting carpets in a cupboard was wrong, if you required this you should have stated it.

comeandgo

Your assumption regarding fitting carpets in a cupboard was wrong, if you required this you should have stated it.

Aylesbury_Duck

RUBYARLO said:

Your comments are taken on board, thank you.
Apologies for my misuse of the forum (length/format of my submission) ..... this was my first time.

Our main issues are:

Airing Cupboard Flooring
Given that a 'carpet to carpet' joining strip was ordered for the hall to airing cupboard and that the main underlay/carpet off cuts were sufficient for use inside the cupboard, our assumption (rightly or wrongly) was that the fitter would realise that flooring was required in the cupboard.
Instead we are left with dangerous sharp spikes evident at the entrance to the cupboard.

Front Entrance Coir Matting
We specifically explained to the shop manager and the measuring surveyor that our requirement was for a 1.1m length of coir matting at the front door.  The surveyors electronic document that we signed stated coir matting length 1.1m x width 1.0m.  However, what has been fitted is length 0.90m x width 0.86.  

It is for these reasons that we are not satisfied with ScS response.

Your further comments are welcomed.

On the matter of the airing cupboard, I don't think you have a genuine argument.  You didn't ask for it to be carpeted, and putting a strip there with grippers is reasonable because it allows you to have it carpeted if you like.  The spikes are only dangerous if you drag your feet back across them and you're not going to do that now you know they're there.  You could also simply lay something across the spikes if you wished.

The matting may be a different matter.  If you ordered and they agreed the dimensions, and they have fitted a smaller piece, then they should rectify that and fit something of the size you ordered.