Carpet Call

I have had nothing but the run around. Advised my blinds were to be installed, hubby took a day off work. 2 of my panel blinds were not in the order. When questioned the installer had no idea where they were. One blind didn't fit despite being measured twice so not fitted. Since then no response to my emails asking where the product is or when it… Read more

will be fitted despite having paid in full for my order before installation as it is " their policy" Never again

Appointment for 12noon and waited. Called store at 3.30pm enquiring as to why no one turned up. Was advised by manager he was surprised but stated paperwork had gone missing and that also at 10am today no one home for there Appointment at another home. Very messy and unorganised.. will go elsewhere. Show details

We have built a new house through Redink and they used carpet call for the carpet selection and installation. Just to let people know we have built previously and also RE carpeted another house and had no issues, but we didn’t use Carpet Call. After… Read more

key handover we were vacuuming as our house was so dirty at key handover, it was an absolute joke. My wife felt a big lump in the carpet, so we contacted builder who then contacted carpet call and they had left a big piece of carpet gripper under the carpet in the middle of the main bedroom. Also prior to carpet call coming out we had both received several toe and foot injuries from the carpet gripper nails, we didn’t realise they hadn’t been banged down. So during cleaning windows etc we kept standing on the nails, which are pretty sharp. When carpet call came to sort out the mysterious lump we were told that carpet calls policy was they only to bang down gripper board nails in doorways. Wow never had this problem before with Trevor carpet(whom we have used three times and had no issues ever). How can this even be a thing as standing on these nails can cause serious injury, what about our kids and pets who play near walls in carpeted rooms. Is this seriously ok? I was actually bleeding at one incident. Shame on you , are you just lazy and can’t be bothered. Takes too much time? We were told if we get the nails banged down our warranty is null and void. When we went to do selection we were not told they don’t bang the nails down. How can they get away with this. It could potentially cause a serious injury. Also the gripper used seems to wide and we cannot put some of our furniture close in to the wall if we do we have to put something under the front otherwise it looks like it is going to topple over and fall forward. Have never experienced this before. Do not use this company to do your carpet, I recommend Trevor’s carpet. This time was through the builder and I think Redink need to rethink who they use in the future. 100% DO NOT recommend carpet call.

--- I had an outstanding experience at Carpet Call Watergardens with Saiyaz. There was absolutely no sales pressure while choosing a rug. Once I made my selection, Saiyaz even helped put the rug into my car. After getting it home, I realised it wasn’t suitable because of my dog. When I called back, Saiyaz was incredibly understanding and… Read more ·  1

immediately offered to let me exchange it with no hassle. I wasn’t able to return it straight away, but he reassured me this was no problem. When I returned, Saiyaz researched the best type of rug for my needs and helped me find the perfect one. He answered all my questions thoroughly and gave detailed advice on spot cleaning. Overall, Saiyaz’s salesmanship was outstanding and the service was excellent. I highly, highly recommend Carpet Call Watergardens. ---

Would really like to thank Omar from Carpet Call Springvale store for making a huge effort yesterday to come and measure up in our new home. We literally had settlement of the property 2pm yesterday, collected the keys and Omar made the 2hr rural drive in driving rain to meet us at 4pm at the property. He then carefully measured up the rooms… Read more

needing carpeting and gave us exceptional advice in a friendly and professional manner. We so appreciated Omar and the team's efforts and look forward to having our new carpets installed soon! Ken and Libby Wright

I am very happy with the look and texture of my new underlay and carpet. The whole process from the time I entered the showroom at Carpet Call, Artarmon, until the installers left, it's been a very streamlined process. Clear communication, great customer service. SMS confirmation and reminders. Timeframes were all within my preference for getting carpets laid asap. I will certainly recommend Carpet Call. Show details ·  1

Purchased floating floors from Niddrie store many years ago. The contract stated if the concrete slab was uneven there will be extra cost to level. No one said our concrete was unlevel. They laid the floating floor and then noticed a cracking like popping bubble wrap when walking all over the floorboards. We complained and they sent many people… Read more

including overseas supplier to check the floors. In the middle of winter with a newborn they ripped up the floorboards and levelled the floors with a very smelly chemical that forced us to air out the house for days on end while the house was freezing with a new baby. it was terrible. The concrete level dripped onto our carpet and ruined a section as big as your hand. The layer cut an old carpet and stuck in position. Looked terrible. After completion the popping sound continued and have put up with it until present in 2026. We were forced to pay in full prior to starting the works otherwise works will not start. We still have a defective product. Terrible company and especially the manager in Niddrie was cut throat take the money and then we had no leg to stand on. I recommend not to deal with them.

My husband and I purchased a beautiful rug from Carpet Call Macgregor on 13 June 2026. We were advised that it would be delivered on the afternoon of 17 June 2026, so we arranged for someone to stay home to receive it. The rug was not delivered, and no one contacted us to explain the delay. The following day, my husband called the store twice and… Read more

was told someone would return his call. No one did. I then called twice myself and was given the same assurance, yet again no one contacted us. My husband was eventually advised that the rug would be delivered at 9:00 am on Saturday, 20 June 2026. Once again, we arranged our time around the promised delivery, but the rug failed to arrive as scheduled. At that point, my husband contacted the store again and spoke to the same employee who had previously advised him about the delivery. By then, it was clear that there had been a complete breakdown in communication and customer service. Delays can happen, but there is no excuse for failing to notify customers, failing to return multiple phone calls, and repeatedly making delivery commitments that are not honoured. What is most disappointing is that it appears the rug would not have been delivered on 20 June 2026 either had my husband not continued to chase the store for answers. Customers should not have to repeatedly contact a retailer to find out where their purchase is or whether it will be delivered as promised. We fulfilled our obligations as customers, yet Carpet Call repeatedly failed to fulfil its obligations to us. This experience has been extremely frustrating and has significantly tarnished what should have been a positive purchasing experience. I believe Head Office should investigate this matter, as the level of service we received falls well below what customers have a right to expect from Carpet Call.

I would strongly urge anyone with an older home and timber floors to think carefully before purchasing flooring through Carpet Call. Our experience has been extremely disappointing from start to finish. A Carpet Call representative attended our home, measured the floors and recommended a hybrid vinyl flooring product which we were assured would… Read more

be suitable for installation over our existing timber floors.

After organising removalists, taking time off work, preparing our home and temporarily moving out, the installers arrived only to advise that the product sold to us was not suitable for our floors and could not be installed. This issue should have been identified before the product was sold.

The installers themselves were excellent originally and genuinely felt sorry for our family. They explained that proper checks should have been completed before installation day. We followed this up on their behalf , felt sorry for them too! So we asked if they would be interested in doing the job , they said if we got the supplies they would . This was also a disaster as in the end we waited a week as they promised then they were rude, cancelled the day they were coming then promised they’d come back. That morning messaged to say they can’t do it, complained the temperature wasn’t too cold and refused to do the work. Bunch of cowboys at All star flooring - extremely unprofessional. All I can say is a good word goes a long way and a bad one even further .

Since then we have dealt with stock issues, multiple store visits, delays, having to source an alternative flooring solution, and repeated follow-up regarding our refund. Despite eventually approving a full refund, Carpet Call initially underpaid us, requiring yet another round of correspondence to recover the remaining funds.

What has been most disappointing is the lack of accountability. Not once has anyone acknowledged the significant disruption, stress and expense caused to our family.

If you have an older home or existing timber floors, I would strongly recommend obtaining independent advice and ensuring a proper assessment is carried out before committing to any flooring product. And a decent installer that is reliable and knows what they’re doing and talks through the process. Our experience suggests that assumptions made during the sales process can result in significant inconvenience and cost for the customer.

We acted in good faith throughout the process and are extremely disappointed with how this matter was handled.

Unlike other curtains and blinds shop, they do pressure you to take the quote on measuring day. They advertise it as no obligation and free, but the salesman is really pushy. He is a salesman and not really someone who could measure as they send another person to measure and call it “final measurement”. The first one is actually a sales pitch… Read more

which is just to make sure you get them which I’ve never experienced from others. It does make you uncomfortable honestly. Had I known that earlier, I wouldh’ve gone with another company. After that, we were told to wait for the products to arrive. When we followed it up as we never heard from them past the promised dates, there was a lot of breakdown in communication. Made a lot of calls back and forth. One employee reached out via e-mail who advised installation the very next day, on short notice, without even considering that people work and have matters to attend to. Calls went on again re: short notice notifications and how they should give enough notice especially to those who work full-time as they don’t do weekend installs. That employee washed her hands saying she is a trainee and does not know anything. Reached the head of ops again who said installer should be contacting for installation. The problem is they don’t keep you informed and communication is very poor. How are we supposed to know that is your protocol when installation if weeks late? They messed up, but did not own it. A simple acknowledgement of that would have been better and more acceptable but no, they don’t take ownership of that. So much back and forth as installers are third party and not really their own employees per se. Instead of calling, sent a text message to confirm installation 2 days before. Knocked one of our lights and did not say a thing before leaving. Wouldh’ve been nice if we were at least told and not just find it out ourselves. The product quality is good, but very unprofessional overall. In the future, for my next set of blinds, I would gladly get another company than be stressed by this whole ordeal.

I selected a carpet from samples provided by Carpet Call Midland, only to discover after installation that it was not the carpet I had chosen. It appears the sample I selected from was outdated, yet the sample had not been removed from circulation.… Read more

The store manager Ainsteen, visited my home on my invitation and verbally acknowledged that the installed carpet was different from the sample from which I chose. Despite this, Carpet Call Midland have not stood by their obligations or Ainsteen, his promise to remedy the situation. There has been no effort to resolve the matter even after Consumer Protection became involved.

The company have refused conciliation and have offered no remedy, leaving me with no option but to pursue the matter through the Magistrates Court at further cost to me.

On point of principle and best practice I strongly encourage purchasing carpet from a reputable, honest company who demonstrate ethical business practice including customer satisfaction, fairness and accountability.

Reviewing the company's response (or lack thereof) from Head Office regarding a moisture issue. Avoid Carpet Call at all costs. Dealing with them has been a masterclass in corporate dishonesty. They installed glue down vinyl flooring on my 40-year-old slab without performing the mandatory moisture and pH testing required by Australian Standard AS… Read more

1884:2021. This was the first of many lies.

When the floor inevitably failed, they spun a web of shifting stories to string me along and duck responsibility. When their inspector arrived, it was clear they weren't there to help—they were there to hunt for a scapegoat. The moment he began scanning my house for the smallest external pinpoint to blame other than their own "experts in the trade professional experts," I knew it was game over. They chose to ignore the glaring joint between two slabs they simply covered up without sealing or testing, and even happily floored over an outlet hole without a single word of professional consultation.

They had the audacity to claim moisture tests were done, then backpedalled when asked for proof, claiming "recording results wasn't a requirement"—a blatant lie that contradicts mandatory industry standards.

Their final "solution" was the ultimate insult: offering to redo the job at a "discounted price," trying to profit from the very negligence that destroyed my floor.

And to Carpet Call: don’t you dare reply with your generic, copy-and-paste "I’m sorry to hear about your experience" script. Don't bother asking for my invoice number to "investigate" for the sake of appearances. You had your chance to be professional, and you chose to be the lowest of the low. You are an absolute liability to any homeowner.

Overall experience installing hybrid flooring — good installers, misleading sales advice! The installation of our hybrid flooring is now complete and we are happy with the end result. Max and his team were punctual, polite and communicated extremely well throughout the process. Particularly appreciated was their considerate handling of… Read more

timetables around my elderly father, keeping us informed every step of the way about how things would progress. I would not hesitate to request Max's team again in the future. However, I was caught off guard by the levelling process — both in terms of time and cost. Carpet Call's salesperson advised me that furniture could simply be moved from one side of the room to the other during installation. This turned out not to be the case where levelling is required, and I was not made aware of this upfront. Levelling is a significant undertaking and the fine print around it deserves much clearer explanation at the sales stage so customers can properly prepare and budget. In hindsight I probably should have researched levelling more thoroughly myself, but better disclosure from the sales side would have made a real difference. 4 stars — full marks for the installation team, marks deducted for misleading sales advice around the levelling process.

Recently purchased new carpet from Chirnside Park (vic), for a home we had just moved into. At completion of installation we noticed faults in the carpet in both master bedroom and lounge. We were advised that someone from head office would need to view the carpet, this took a week to happen, and it was confirmed that the carpet was faulty, and we… Read more

were advised it would have to be replaced. This took another 3 weeks to arrange and we were charged an extra $1500 for a different carpet. During this time we could not place furnishings in these room, and had lounge suite and bed stored in the living room, we had to physically move the large furniture ourselves, (we are both over 70 years old), as there is a charge for them to do this. At no time did the manager at Chirnside park store come to the property to see what the problem was or offer an apology or assistance, a 10 minute drive. We have not even received a follow up call, since the carpet was replaced to check everything was OK with the new installation. I would not recommend this business to anyone, appalling customer service.