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Impenetrable Customer Services - CarpetRight
pookie222
Posts: 6 Forumite
Where Can I Go From Here?
I am having difficulties in obtaining satisfaction from CarpetRight's so-called 'customer services'. Having called customer services, I was advised to email their sales director - Christian Sollesse - which I did, but responses are never returned by him. The company appears impenetrable and it is frustrating and time-consuming to continue my dispute, and this I feel, is their objective.
I ordered a lounge carpet in December with the express wish (and their promise) that it would be fitted before Xmas. Existing carpet and furniture was removed the day before fitting was due, exposing the concrete floor. I received a call to say that because of 'impending snow' the carpet would not, after all, be delivered before Xmas. Bearing in mind that there were four working days when the fitting could be carried out, and that snow had not impeded vehicular access to our home for ourselves or any other trades people, I was not impressed. Whilst still on the phone, I made it clear that I wished to cancel the order entirely, and was advised that Head Office would call me that day to discuss this, and that there should not be a problem. I was not called on that day or any day since. All contact with the company has been actioned by myself, calls, emails, trips to the local branch.
We, our staying guests and family, spent Xmas living with an ugly, paint-spattered cold concrete lounge floor, having heaved the furniture back in, and children and babies were unable to crawl around on it.
Twice I was assured verbally that I would receive a refund but this offer has now been recinded, as they say the carpet has been cut and is awaiting delivery. The local branch manager's attitude became rude and dismissive, and he actually said 'we've got your money - there's nothing you can do about it'.
To attempt to cut a long story short - I ordered, and paid for, the carpet over the phone. I have not had an opportunity to view the company's Terms & Conditions, they were not stated verbally, and I have signed absolutely nothing. I have received no paperwork from them, nor even a receipt for my card payment. The only proof that I have dealt with this company is a great hole in my bank account, and no carpet in my lounge.
If there are any 'legal eagles' out there I would be so grateful for any advice. I have exercised my right to cancellation and refund within the '7-day cooling off period' (now, I understand, extended to 3 months due to the fact that I have received no paperwork or goods), as the transaction was conducted over the phone and therefore 'distance selling'.
However, what can I do now, when emails are being ignored and 'customer services' don't want to know? What is my next course of action?
I wish I had had the forethought to research reviews before ordering from this disgraceful company!!
I am having difficulties in obtaining satisfaction from CarpetRight's so-called 'customer services'. Having called customer services, I was advised to email their sales director - Christian Sollesse - which I did, but responses are never returned by him. The company appears impenetrable and it is frustrating and time-consuming to continue my dispute, and this I feel, is their objective.
I ordered a lounge carpet in December with the express wish (and their promise) that it would be fitted before Xmas. Existing carpet and furniture was removed the day before fitting was due, exposing the concrete floor. I received a call to say that because of 'impending snow' the carpet would not, after all, be delivered before Xmas. Bearing in mind that there were four working days when the fitting could be carried out, and that snow had not impeded vehicular access to our home for ourselves or any other trades people, I was not impressed. Whilst still on the phone, I made it clear that I wished to cancel the order entirely, and was advised that Head Office would call me that day to discuss this, and that there should not be a problem. I was not called on that day or any day since. All contact with the company has been actioned by myself, calls, emails, trips to the local branch.
We, our staying guests and family, spent Xmas living with an ugly, paint-spattered cold concrete lounge floor, having heaved the furniture back in, and children and babies were unable to crawl around on it.
Twice I was assured verbally that I would receive a refund but this offer has now been recinded, as they say the carpet has been cut and is awaiting delivery. The local branch manager's attitude became rude and dismissive, and he actually said 'we've got your money - there's nothing you can do about it'.
To attempt to cut a long story short - I ordered, and paid for, the carpet over the phone. I have not had an opportunity to view the company's Terms & Conditions, they were not stated verbally, and I have signed absolutely nothing. I have received no paperwork from them, nor even a receipt for my card payment. The only proof that I have dealt with this company is a great hole in my bank account, and no carpet in my lounge.
If there are any 'legal eagles' out there I would be so grateful for any advice. I have exercised my right to cancellation and refund within the '7-day cooling off period' (now, I understand, extended to 3 months due to the fact that I have received no paperwork or goods), as the transaction was conducted over the phone and therefore 'distance selling'.
However, what can I do now, when emails are being ignored and 'customer services' don't want to know? What is my next course of action?
I wish I had had the forethought to research reviews before ordering from this disgraceful company!!
0
Comments
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Why do you want a refund when you still have no carpet ?
yes its annoying they didn't come when they said they would but you still need a carpet0 -
Amazing how quickly companies suddenly want to 'clear up' problems when they are posted on vast public forums isn't it?Carpetright wrote: »Dear Pookie
We're really sorry you have had a problem - and seem to be still having problems getting things resolved. However I think we may have spoken through your posting on another site and, if so, we have been able to get this resolved for you.
We don't want anyone to think we're impenetrable and we make a lot of effort to get things right first time, but clearly things went wrong for you and if we haven't already, we would like to clear this up as quickly as possible. Our customer service team is on 01708 802080 if anyone needs help.
Also you need to get permission from MSE if you're going to post here on behalf of your company.0 -
clever_username wrote: »Amazing how quickly companies suddenly want to 'clear up' problems when they are posted on vast public forums isn't it?
Also you need to get permission from MSE if you're going to post here on behalf of your company.
To be fair to them in this case the customer doesnt exactly seem reasonable.
The key point to me would be why are the carpets not fitted? Is it because carpetright can still not do it or because the OP has blocked it.
If its the latter then I think its his own fault. Yes it isnt ideal they cancelled but the weather before Xmas nationwide was terrible and companies had to act to prevent staff attempting to travel in every day through dangerous conditions. The OP could maybe show some sympathy towards this.
Depending on the T&C there is probably no right to cancel. What was the OPs cooling off period he refers too.0
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