Carpet Call Hybrid Flooring

Completely unsatisfactory experience! Carpet Call West Gosford very keen and happy to assist us to commit to sale of Coretec Hybrid flooring. Installers would not proceed unless extra $1595 paid immediately for small area of levelling and sanding on… Read more

top of the $9650 already paid in advance. We paid! Installation was a debacle, hundreds of marks left from a rubber mallet, little cleaning of floor and mess everywhere. Entry stairs poorly laid with noticeable “run” down one side. Once told of problems, Carpet Call West Gosford refused to come to inspect our floor (70+square metres) and continually said to just send emails and photos! After two months of phone calls, emails, store visits and Head Office involvement, two new installers came and using a special cleaner managed to remove marks. No help to re-lay stairs! Months of stress and still no answer!!!! Very disappointing, as Carpet Call’s founder [Name Removed], is supposedly known and awarded for his customer first philosophy, seven-day service culture and un- wavering attention to detail that has certainly not been followed in this instance!!!

Extremely disappointing experience. I was never informed the installation would take multiple days and was asked to select only one install date. I had strata approval for one day only and had already booked non-refundable removalists to arrive the next day. I was only told the job would take longer when the installer arrived. The Moore Park store… Read more

manager came to my apartment for the quote and knew the full scope of the job. This caused major stress and forced last-minute changes, resulting in damaged tiles being left in place and uneven flooring throughout the apartment. I also paid for kitchen flooring and labour that were never completed. Poor communication, incomplete work, and a sub-standard result with financial loss. I would not have proceeded had I been given accurate information upfront.

Walked into West Gosford store and dealt with Andrew and his son Mark who on this initial meeting were seemingly caring and interested in providing customer service. I paid deposit on entire floor of hybrid, entire floor upstairs carpet and full house plantation shutters. I received friendly phone calls and service right up until I paid my… Read more

deposit. After the deal was sealed, they didn't want to know me. When I managed after countless calls to get hold of either of them, they were dismissive and condescending. I was so disappointed in them and myself for trusting them. When it came to installation of hybrids, the contractors told me the floor was unlevel. At a substantial cost later, they laid cement level and then two days later came to install only to be told Mark hadn't measured correctly and job couldn't be finished. I have my fingers crossed but don't hold a lot of hope that my carpet install will be satisfying not to mention my plantation shutters. If only I had have stayed with Carpet Court who I used previously, and their service was phenomenal. DO NOT BUY FROM CARPET CALL. I want to save other people who are excited about renovation a property only to face bitter disappointment and blown out budget.

UPDATE REVIEW : I have upgrade my stars and rating on this review from 1 to 3. The NSW sales manager is a bad egg in their business but the NSW Operations Manager is a fantastic asset and turned my experience around. He quickly understood the problem and found a reasonable and affordable solution. He has a strong customer service focus and cares… Read more

about his job. He worked through the break checking in to ensure trades were onsite when they were meant to be + after install he called me to check in and make sure i was happy with everything - Because of my dealings with Sorosh in Operations i felt its only fair to update this review and tell the entire story of the experience.

ORIGINAL REVIEW [Name Removed] at head office was extremely rude to me today, refused to provide me an email and then hung up on my wife when she tried to call and resolve our issue. Extremely alarming for a business manager to be that aggressive over the phone and to treat customers in such a way. I have paid in full and now been told that the floor needs major prep including a plywood base which was never told to me prior until today. The floor was set to be installed on Friday and i have no where to leave from Sunday with a family of 5. Be careful choosing this flooring company as they are extremely hard to deal with in head office and dont care about the customer

If I could do a negative 5 stars I would. Chose Coretec hybrid flooring after salesperson at Balcatta branch demonstrated it was extremely hard wearing. It is anything but hard wearing less than 6 months in and all the flooring is bunching, separating, scratching and denting. The floor looks horrid after 12 months of living here, supervisor [Name… Read more

Removed] attended spoke with me regarding expansion joins that should have been installed to stop/minimise shifting, refused to discuss or acknowledge the extensive damage and conducted a moisture test which read moisture levels at ZERO. In his report sent to the builder no mention of expansion joins in fact he maintains now that expansions joins are NOT needed and the separation is our fault. The damage is apparently due to lack of care and moisture or humidity?!?!?!? Which is funny as this flooring is marketed as waterproof and can be used in wet areas..... The report is full of deceitful and manipulative lies that cover up the FACT the hybrid flooring is defective to avoid accountability. The installation is a dogs breakfast and even the installer told us our flooring is defective amd our skirting is "the trash quality one". Constantly following up and fed multiple excuses, no one ever seems to be available to speak to regarding the issue.

Whatever you do DO NOT use Carpet Call!!

Be careful - if you live in a strata building in WA I don’t recommend you use Carpet Call. I’ve had one of the worst customer service experiences ever. Booked in, deposit paid, I called to confirm certain details a number of times. I then get a call less than 48 hours before they’re due to come out and rip up my floors telling me that I have to… Read more

arrange a number of things to accommodate them, one of which is actually not something the building ever approves or accommodates. Apparently I was supposed to have been told this by the salesperson but I wasn’t - the person on the call threw their salespeople under the bus but gave no other apology, was very rude and condescending. I’d already moved furniture, moved work around, spoken to strata and the building manager. So far it’s been a terribly upsetting and stressful experience.

I have sold furniture and moved things out so have no real option other than to go ahead and will update with quality of work of installers but particularly to anyone living alone and / or in strata please please consider somewhere else, I’d hate for someone else to go through this.

I regret for choosing Carpetcall for installing hybrid flooring at my house. I am satisfied with the hybrid product that I purchased from Marsden Park store and the sales team. But the main thing is the installation of the flooring that is very important. I am totally dissatisfied and disappointed with the installation. Show details

Tweed Heads. Chris spent approximately 2 hours in the home to measure, quote, and have my questions answered. Chris did advise only an installer to answer some of my questions. It became evident they didn't ask an installer my questions. Budget was my 1st priority, Chris did price match on paper. It actually cost an extra $4100 plus the skip… Read more

to the quote.

They had no idea how long it takes to uplift, prep, and lay. Tim, the installation manager, Matt, the store manager, said 2 days. Actually, 6 days. Floor prep cost was another questions, the reply from Chris was that if you can't afford it, you will be stuck with carpet. Installer was to arrive 10am, when he hadn't arrived I phoned the store 1030am and noon, in my messages I did express my concerns of safety for the installer. Chris and Matt did not return. By 4pm John, the state manager called perplexed at my concerns. John did call after my product review and said he would return my call after research of my unhappiness. 10 days on and again, no return call or email. This is all before flooring was installed and not even all the hiccups or frustrations. Let's pray that no warranty needed as they will never return your call.

CARPET CALL RIPP OFF Penrith – STAY AWAY FROM Carpet Call we had a quote of 16k for complete job removal of old floor and lay new floating hybrid flooring. but we now know they do this all the time they leave you with the contractor at your house after he has lifted up your old floor and well of course they want more money now to prepare the old surface to be laid on if it's up… Read more

to $1k for a little bit of sanding or something fair enough not ours they wanted $9800 extra before they would lay our floor we ended up having to pay extra 8k just to get the job finished (and the scotia doesn't even match the flooring) so they told us $16k covers whole job including floor preparation but they are gone and you a left with their contractor to re negotiate a new prep price so ours ended up $24k absolute GRUBS and they make you pay in full 48 has before they start the job so that's how they get away with it otherwise they were just going to leave us with the floor ripped up and our new product sitting on back patio STAY AWAY FROM CARPETCALL

AVOID at all cost. RUN! – Please save yourself an awful lot of stress in dealing with this company. They will tell you they have the stock then take your money and after you have ripped your tiles up , shifted all your furniture out and you have had to pay a few thousand dollars more to prep and get your floors level (according to them), they will ring you 36 hours before… Read more

laying and cancel ! Yep you read it correctly - they cancel saying NO STOCK even though you yourself rang them. 6 weeks before and then 2 weeks before the job and they say they have the stock. It disappears with no explanation. And definitely no apology. You’ll ask when it is going to be booked and when does stock arrive … only to be told it could be months! Or maybe they won’t even get that stock again! Trying to follow up by emails, phone calls or even going to the store is just a waste of time and beyond a joke . The worst customer service I have ever dealt with. A joke. No email replies and don’t even mention asking for some compensation or reduction due to the stress or inconvenience… every one of them ignores you and stares blankly at you - I’m not kidding! Then they will just ghost you - no phone calls returned ever . You have already had to Pay in full so they do NOT CARE! Oh and by the way when one person suddenly turns up weeks later to do the job which will take days as it’s only 1 person that person will charge you another $500 on top of the job which you already fully paid for .No one will respond from Carpet Call to explain why this is done . They do not care. You have no choice other than pay up as you have paid in full. The Experts in the trade … haha. An absolute nightmare!

Not what they seem – chop change on prices. overcharge on minor works where normal costs by similar business is around $12 sq metre They charged $50 per metre. They say one thing then someone else renege and you get some other fanciful story. Best thing is I dont have to deal with them ever again. Show details

PATHETIC! UNPROFESSIONAL! STAY AWAY – PATHETIC! UNPROFESSIONAL! I wish I could give them negative rating, but Google doesn't let you. Please stay away from Carpet Call if you respect your hard earned money. I had very bad experience at various levels - at Store Manager level ([Name Removed] at Cannington Store), Area Manager level ([Name Removed) and Timber Operations manager… Read more

level([Name Removed). Only exception of [Name Removed] from Osborne Park store. Biggest mistake I did was I signed off an agreement with Carpet Call on the same day of quote without doing much due diligence and shopping around. Carpet Call do not offer cooling off period after you sign off! From my lesson learned, my best advice is DO NOT SIGN OFF WITH THEM BEFORE YOU DO SHOPPING AROUND AND DUE DILIGENCE. Carpet call rips you off you hard earned money. For every clarification you seek, they threat you with delaying / deferring installation. I requested them to get their installer to call me a day before installation for better planning of the day, but no use. Installer called in the morning at 7am on the day and said he is coming in 5 mins. They are very efficient and quick in taking your money, but equally pathetic in their customer service in return. On the day of installation, when I requested clarification on the agreed flooring item and the supplied item, I had store manager hanging up on me. With Carpet Call, you have to pay in advance for the the job, and once it is all paid, they hardly care about you. I have following tips for my friends who are thinking to engage Carpet Call for their flooring solutions. TIP 1: Find out the supply cost of the flooring item based on the area of your property. On their website, they have supply cost for flooring items per sqm. Then Installation cost is approximately around $20-24 per sqm. For my job area of 40sqm, carpet call paid $825 to installers for removing old carpet and installing a new Hybrid timber type flooring. I paid $4,000 to Carpet Call for the whole job, where as total cost came $2,585 (supply and install - $1,760+$825) Remaining $1,415 is their profit...which is not justified at all! TIP 2: Get the competitive pricing from Bunnings or Carpet Choice (I am not recommending them, but only suggesting). It will help you to compare and make a calculated decision. TIP 3: Have an agreed installation date on the agreement, which can be binding to carpet call (or any one you would like to go ahead with) TIP 4: See if you can hold part of of money till completion of work. If they don't agree, don't sign off. TIP 5: Lastly, Stay away from them if you can.

Had to pay contractors $500 extra cash to install flooring. RIPPED OFF – Contractors arrived to install flooring. They said I had to pay $80 for sub floor leveling in one small spot on the concrete slab which was fine as I was advised this would happen, although I was advised by Carpet Call it would cost $50, not $80. They then said I had to pay for the floor trim as it was not included in the contract and that it… Read more

would cost $420...cash...or they couldnt do the job. I phoned Belmont Carpet Call and was advised that it was included in the contract although he was not sure due to a change in policy two weeks after my order. He was extremely vague! The contractor insisted i pay it.... I feel angry and totally ripped off. I think they felt they could intimidate a woman. If you are going to use Carpet Call make sure you have it written in your contract that no further costs are required and that trim and beading is included!!!

Deceptive, misleading, rude service, poor quality and finish – I had an extremely disappointing experience with Carpet Call, and I would advise anyone considering their services to steer clear. There are far better products and services available for similar prices. Here’s a detailed account of the issues I faced: Deceptive Pricing Practices: Initially, we were told we were getting a discount. However, after… Read more

paying the deposit, we were informed that a room had been left out of the calculations. Despite having watched the salesperson calculate the cost per room based on specific measurements, we were charged extra.

Hidden Charges: Carpet Call will not honor what is clearly stated in invoices. They tried to charge us additional fees for items that were included in the original invoice post-deposit payment.

Poor Quality Workmanship: The job was rushed through with the worst finishing possible. They put scotia across doorways, creating a dangerous trip hazard, and left gaping holes between the floorboards and walls. The edges were unfinished, and there were large gaps between the scotia and the walls.

Unreliable Third-Party Installers: The installers, who are third parties, lied to us and attempted to charge additional costs post-installation. We were not informed beforehand that third-party installers would be used.

Misleading Information on Installation Requirements: The installers lied about the necessity of floor leveling prior to installation, just to complete the job in a day.

Property Damage: During installation, the installers caused damage to our property, completely splitting a metal hinge on a vintage sideboard door while moving it.

Misleading on Installation Direction: They falsely claimed that the flooring could only be installed in one direction, contrary to what other professionals confirmed—that the direction should be entirely up to the consumer.

Unresponsive and Rude Head Office Staff: The head office staff were incredibly rude and unresponsive.

Attempts to rectify these issues have taken over three months. We escalated the matter to Fair Trading, but the response was unsatisfactory and confusing. We will be taking it to the tribunal for further resolution.

Appalling finish – Stay away from carpet call there is absolutely no after sales service. I have been ringing, emailing and going into the store for over a month as the finish on my hybrid flooring is appalling. I am still waiting for this to be rectified

Dont Shop Here! – Absolutely atrocious and unprofessional company to deal with. Very quick to commit you to a sale and promise the world, but then can't follow up nor communicate on their promises. About 15 emails and numerous phone calls over a 2 month period trying g to get answers and confirmation about job booked, only to find out that nothing was booked until… Read more

the last minute and completely unorganised.

Accounts department is extremely pushy and rude demanding payment within minutes or my job would be cancelled (the next day)

Subcontractors who actually did the work went above and beyond and worked extremely late to get the job done within the prescribed time, especially since the materials weren't measured or ordered correctly.

Would strongly recommend staying away from this company unless you like continuous disappointment and stress. All they want is your money upfront and don't care for customer service, their customers or their sub contractors

AVOID CARPET CALL – We had an appalling experience with Carpet Call throughout the whole process. I have never dealt with such an unprofessional company, who have absolutely no interest in providing good customer service. The salesman lied to us initially, saying if we paid a deposit the flooring we chose would be kept on hold on for us until we were ready to… Read more

install. This was not the case and 2 days before install we were told it was out of stock, when I asked what happened to the stock that was on hold for us, I got a blunt response “well, we don’t do that”. We had to reselect, but that still delayed our install by a few weeks. I will note that this was a new build, so it meant we had to delay moving into our home by several weeks The installer that they sent out to our home was obnoxious and flew off the handle bars when we tried to have a conversation with him and ask some questions about our installation. It took 2 days before anyone from Carpet Call would call us back to discuss our experience. When I told them what had happened their response was “it’s not the first time we’ve had complaints about that installer being volatile”… yet they continue to send him into their customers homes. Make that make sense.

I could say a lot more about the experience, but don’t want to turn this into a novel. Do yourself a favour and avoid Carpet Call.

Do not trust these people especially Carpet call Janderkot – They took our money and told us that we will reserve the stock for our new build but it was a lie and they never had that stock. They would not refund the money and would not reply to emails including top management in Perth, WA. We had no option but to use the product that we didn't even like which we have to live with for many years. The installation was horrible as well. Bad customer service and they should be ashamed of themselves. Show details

HORRIBLE!!!! – Our vinyl plank floors are terribly laid - lumps throughout and very visible against skirting boards, cuts left sticking out of floor, covering up mistakes with excessive silicon, very uneven, poorly caulked (as he stated he is not trained to caulk), parts peeling off and horrible to even the untrained eye. They arrived back to fix their mistakes,… Read more

taking 3 days to ‘rectify’, and the floors are still bumpy and uneven where you can visibly see the floor rise and fall in lumps against the skirting boards. We have rescheduled them twice to come back and fix again, however they have either not shown up or had a “miscommunication”. I had their subcontractors come to our home as we were moving in, unannounced, where they stayed the floors were the worst they’ve seen and that they will need to discuss voiding warranty as the entire floor will need to be replaced. Additionally, a carpet call worker contacted me to take photos following contact from the subcontractor’s. I declined and stated I needed notice and would reschedule. He came to my home anyway despite me stating no multiple times.

It has now been 7 weeks of me chasing up around this with no outcome. We have avoided plumbing our fridge or purchasing furniture knowing these will be moved to have our floor replaced. I have followed up multiple times with service stating they will get back to me, then hearing nothing for weeks until I follow up again (eg, 4-5 weeks).

Customer service in Warrnambool have been unhelpful, unapologetic and made no attempts to resolve my issue, despite my requests to escalate my complaint.

Avoid Carpet Call Browns Plains QLD – It's been a year since my experience, but now feel compelled to write this. Late 2022 after a query, a salesperson was booked to come to my home to measure/quote on a Saturday at 1pm. After 1 hour, 50 minutes waiting, he called apologising he is running late and will be here in 20 minutes. But he arrived another 50 minutes later. It was a young… Read more

fellow; early 20's. He was was sporting a black eye, a bruised nose and jaw. He clearly looked hung-over and unwell. I showed him through and then he asked to use my toilet. Al I can say he did a No.2 and did not clean the mess up. From another person's point of view, it was hilarious. But it wasn't winning my business; even before he started to measure up.

After fumbling around with a tape measure (no laser measure) for 2 hours measuring 130+ sqm, he gave a quote after calling his boss. Was $7k more than a competitor and I declined it. On the Monday the sales manager called me asking why they weren't successful and I explained how over-priced they were. Suddenly he discounted the quote by $6k. I told him that felt too quick and insulting.. and felt like they were ripping me off. Whilst he apologised after I explained his employee's conduct on the Saturday and told him even if you were cheaper, the first impression of Carpet Call lost me. I went with their competitor.

Months later, I walked into that very store in Browns Plains and was wanting to have a look at blinds and shutters. I looked around, waited for someone to help me. I saw that sales manager was there on the phone (saw his name on the desk). Looked at me and then the other way continuing what sounded like a personal conversation. Also others behind desks sitting there looking at me for about 10 minutes. So I walked out. It appears very clear their customer service does not exist and wonder how many more customers receive similar there. I recommend everyone to avoid the Browns Plains store.

Waste of your time and money – If you wanna waste your money and time, highly recommend them! Customer service is less than zero. 1. Promised lower price on the first day and ended up paying extra $20 per meter on the day I booked them. 2. Forgot to organise measurements and site visit. Had to follow up. 3. Picked inexperienced sub-contractors whom I could have gone with… Read more

directly at a lower price. 4. Although they informed about extra costs after the existing carpet has been removed (cost me $3000+), they did not mention that the subcontractor may leave the premises with no flooring. 5. The job had to be allocated to more experienced subcontractors (should have done in the first place), and took 2 extra days. Allow at least 2 additional days to what they’ve predicted. All my other deliveries and installations got messed up thanks to the poor service of these guys. 6. Make sure you are ready to be on the phone for hours with the store and subcontractors. 7. They don’t know the word ‘sorry’, and never keep you updated (no follow up call received after their mess up) Will never go with them and highly recommend going with small businesses as you don’t get anything better for the extra $$$ you pay.

Appalling – These people will do anything except admit they made a mistake. Communication between their layers and admin staff is non-existent and don't try getting them to fix anything once you have paid your money. Four grand for mismatched flooring. Never again!! Show details