Snug Carpets

I was only given advance notice of a whole day delivery period, I had to Book a full day off work both times. When the time slot was finally was offered it began at 06:51 - no one wants a delivery at that time. The fitter could not fit the carpet until 10days after the first delivery which meant I had to store a huge 5m x 4. 25m carpet and underlay. Luckily it fitted in the garage (just) but I had to get a l to help me move it down the street and round the back of the house. First delivery - the driver left the extremely heavy 5m roll carpet in the front yard despite being asked by the young woman who was home to put it inside the hallway - they refused. As the fitter worked alone I had to be at the house all day as it took until 17:30 pm to finish. The fitter would not have been able to move the carpet alone and I had to assist as it needed to be taken round the back of the house along the street. Fortunately I am fit and able. Due to an error there was an unsightly join on one of the landings. This therefore required a new medium piece of carpet and a new fitting appointment. I waited 3 weeks for a new piece to be delivered. Second delivery - I asked for the carpet to be delivered to the showroom / warehouse so the fitter could collect it - this was not possible As no one was home at the exact time (09:04)the carpet was delivered (I was on my way - she leaves for school at 08:00 And I can’t get back until 09:45 I received a call from driver saying he could not leave it in the front yard without my written text permission despite this happening the first time against my express wishes. I sent him the text to confirm and also expressed my surprise as this wasn’t necessary the first time. I received the following unnecessarily confrontational response: ‘If you have any complaints regarding driver conduct please address them to our customer service as this is actually a different driver than you had previously so I would appreciate you not sending me messages like this. Also I will tell you that our delivery service is a "Curbside" service and our drivers are not permitted to enter any property. However if you still wish to lodge a complaint you are welcome to do so with our customer service team. Please ensure to include the date and time of your previous delivery because as I said I was not the driver responsible for your previous delivery. ’ If it’s a ‘curb’ (kerb) side delivery I’m not sure why my asking for just that, would be a problem. The fitter was adamant that they are able to leave it in the hallway. if this is not possible this should be made clear to the customer when the order is being placed and certainly when notice of delivery is given, as customers need to make arrangements to move and accommodate the delivery. Delivery and fitting should take place on the same day. The first time, lots of waste carpet, underlay, grippers, several large bags of plastic waste, cardboard tube and door cover strip cut offs were left at the property for me to dispose of. I do not have a car and there was far too much to fit in 3 wheelie bins - particularly over the Xmas period. I have had to arrange for a waste collection company to clear the waste at my own expense. The fitter was courteous but the overall customer service with regard to delivery and coordination of fitting was poor.

Dreadful customer service. Organisation non-existent. Cancelled our order.