Carpet Call Laminate Flooring

Renovators Beware! Do not use these guys unless you plan to double-check everything they do. We had their so-called "experts" to measure our property for carpet upstairs and laminate downstairs. Both measurements were wrong. They massively underestimated the upstairs area, missing a significant amount of square meters. Fortunately, the installer… Read more

was competent and managed to get more carpet the same day to finish the job.

As for the downstairs laminate, they oversold us by 5 extra boxes based on their measurements. A little overage for waste is normal — but five boxes? That feels like taking advantage. This was after a detailed 40-minute measurement appointment, yet they still got it wrong. When we asked for a refund due to their error, they hid behind the excuse that they couldn’t accept returns because of how the product might have been stored. I’d understand if we had made the mistake, but their failure has broken any trust we had.

To make matters worse, the area manager originally (who was very patronizing) offered to send someone out to assess — but when we accepted, he backtracked and admitted there’d be no refund either way. Unprofessional and poor business ethics.

And do not use them for installation. For a 48m² space, they quoted $80 per m². We found a highly skilled installer who did an amazing job for $22 per m². This company is massively overpriced and seems to prey on customer inexperience.

Be aware: some installers won't even work with this company's products due to concerns about quality.

Ratings:

Customer Service: ★☆☆☆☆ (1/5) Product Knowledge: ★★☆☆☆ (2/5) Understanding Customer Needs: ★☆☆☆☆ (1/5)

I'll be warning others in the Logan and Brisbane renovations communities on facebook and forums to stay away, and I’ll be making sure my recommendations go elsewhere (Good thing it a tight nick community). I hope the few hundred dollars you refused to refund was worth it.

Avoid like the [Content Removed] – Terrible. Avoid. [Content Removed] sale tactics. Really high pressure in home selling. Turned up after we’d spent the weekend emptying the house of furniture and told us the floor needed to be levelled before the laminate could be laid. Wanted a further $3k. Really [Content Removed]. Show details

Outstanding! – John and his Carpet Call Springvale team are very professional and did an exceptional job! We are impressed with the service, prompt attention, competitive quote and outstanding work completed within the timeline. We are delighted with our new hybrid flooring, so buying a second time for our other property. We highly recommend Carpet Call! Show details ·  1

Laminate flooring – I have had my flooring done prior by a private person but this time I thought I would give carpet call a go I had two brothers Sam and his brother lovely boys who went beyond's my expectation and did an amazing job at my Surry hills home I would highly recommend them . Show details ·  1

Excellent Service – Very Efficient. Great Service. They did a fantastic Job. I am very one Happy Customer. They are great to deal With. All the workers Are Polite. They are Professional. They went above and Beyond with Their Service. Show reply

NEVER AGAIN – Laminate 5mm lower than original laminate which they also laid vents cut out incorrectly and then installers demand cash to fix problem that didnt exist and if you refuse they threaten to leave have reported it they give a time they will come out and check and no one turns up definetely give them a miss this is the nunawading store in victoria Show details

Demand floor prep inspection before signing anything – Before we signed up for the approx 140m2 laminate floor we were very clear to the sales person that if the old vinyl floor has to be pulled up we won't get the floor replaced. The bedroom had carpet so we were aware the the bedroom floor needed work like screeding and grinding. The rest was vinyl, the sales person inspected the floor and even had… Read more

a video chat with his store manager.(Midland WA). All was good, no prep work other than the bedroom needed, so we signed. Installers came and guess what, floor not good enough, vinyl requires pulling up, grinding high spots and screed low spots. Now the arguments starts, no responsibility taken by either the sales guy and state manager with the sales manager even accusing us for wanting something for free. No solution offered and even blaming us for not having the whole floor checked whilst the bedroom floor was taken care of. Common sense they said, we are no flooring specialist!!!!! We were given a list of floor preppers for the bedroom at the time of sales, half of these guys were not in business any more or didn't want to travel for a small bedroom project. We were treated discusting by both the state manager and the salesman. Speaking to the floor installers (contractors) they told us this happens a lot, they are only out for a sale, and than it's up to the contractors to sort it out, and they are not willing to take any risks as it all falls back to the contractors, and I can't blaim them. All and all the good people from "All stars timber flooring" did a superb job getting the floor preparation and laying done. No thanks to carpet call Midland to absolutely not offering any kind of resolution of the problem they've caused. Demand a floor prep professional to inspect your floor first before you sign a new floor sales contract!!!!! We had to fork out an additional $4100,- to get our floor prepped.

Hidden costs! – I’ve used Carpet call Indooroopilly several times over the last year without an issue, although this was for carpet and not floorboards as in this instance. Initially all was good with the quotation and sales process. Prompt and easy payment. I got the spec sheets after reminder to satisfy the body corporate approval process. On Monday 12th… Read more

September 2022, a young fellow (apprentice?) arrived at the property and removed the existing carpet and underlay. He left after a few hours but I received a call from his boss [Name Removed] saying that the floors weren’t level (by 2-3 mm) and needed levelling at a cost of $935. He was going to send me the invoice, with the expectation of payment overnight. I called two builder friends of mine who told me that the cost of levelling should be about $300-400, and that being out by 2-3 mm is nothing and should be done without levelling (at around 6 mm, you’d not think about doing levelling as the floors would become spongey). They sent me the QBCC guidelines which demonstrated the-such.

I texted [Name Removed] about this, whom suddenly said that the Coretec flooring allowed for a variance of up to 3 mm, but that my floors were out in some areas by at least 6 mm. I then told him that I would meet him on site when he turned up at 8:00 am so he could show me. He then advised he was going to another job and he wouldn’t be there until after midday. I said that’s totally fine, I’ll be there at midday. Half an hour later, I get a text to say he’s pulling out of the job and I should get a second opinion. This was the night before the planned installation.

Thankfully I get an early call from Carpet Call the next morning to say that a new installer is arriving that morning. A man named [Name Removed] turns up and again tells me the floor needs levelling as it’s out by 1-3 mm. I tell him that’s within tolerance levels and he becomes irate and confrontational and plans to leave if I do not pay him $700 today so that he returns tomorrow. He has me over a barrel – we’ve been waiting 2 months for this install and been sleeping in the lounge surrounded by dozens of boxes. I pay him and he returned the next day to do the job. Had to have them return as they did not finish the job. of course this was another week of chasing them up.

Carpet Call need to sort out their tradies whom are manipulating customers to pay exorbitant additional fees. Im no longer using Carpet Call and have not had the same issue with my current supplier.

AVOID AT ALL COST! – We elected for laminate flooring when we built in 2018. The flooring was part of the building contract. About 16 months after we moved in, the flooring in the kitchen started to peak and the lounge and master peaked and cracked, which looked like water damage. We contacted the builder, who told us to contact Carpet Call. They sent out the… Read more

installer, who without any moisture testing, told me there was a leaking pipe under the slab, and we had to contact the builder. We did this, and the builder advised there was NO moisture under the boards and to them, it looked like faulty boards. We had Carpet Call reattend, and this time it was a sales person, who proceeded to tell me it was because I left wet clothing on the floor, or we didn't ventilate the house well enough that the humidity caused the peaking, that the slab was wet, that my cats had urinated on the flooring (which there was zero smell) and that the way we cleaned the floor was to blame. We were then told that there is nothing they can do, and to go through our insurance. I then took the builder to the building commission, where an inspection deemed that the damage was due to faulty installation and gave the builder 28 days to rectify. Carpet Call then reached out to attend for a 3rd time to measure the damaged area, and rocked up 45 minutes late to agreed time, with our house plans and a sharpie to measure.

It has now been 3 years and we are still fighting with Carpet Call (through the builder) to resolve this issue.

EDIT: Our flooring is now a discontinued range, and we were offered $2,500 to settle the claim or accept mismatching flooring in our house. EDIT#2: This could have been resolved initially under their installation warranty, but decided to point the blame elsewhere. EDIT #3: Tried for mediation again, but no surprises when I wasn't contacted. EDIT #4: We have also now had an inspector from ATFA who agrees it is moisture ingress, however this is due to no expansion provisions being included with the installation. This has now resulted in the whole flooring moving as one large area, and the kitchen island bench has caused the peaking and separating in the kitchen area. This has caused all the boards to move to varying widths, creating a break in the seal between the boards, allowing moisture to seep in between. It has been advised that the expansion provisions need to be put in the flooring, and would have been expected from a "professional company" given the complex nature of our floor plan. Surprise surprise! We are still being requested to take partial blame for the damage, due to the moisture ingress.

Avoid this business at all cost, and it has been nothing but a nightmare.

Avoid this company – Avoid this company at all costs. The installers are the rudest people I have ever met. We have had nothing but problems with the floor since it went in. No-one comes out when they say they are. The customer service has been disgraceful. The only person I have ever got any answers from is Annette at reception, who has been a great help. The service… Read more

team never call back when they say they will. DO NOT USE THEM

UPDATE: Tried for mediation before publishing but not surprisingly no-one has called me. Again my strong recommentation is DO NOT USE THIS COMPANY..

bad service – It is worst experience I ever have. I purchase the floor and installation . once they received full $4000 for one bedroom (very expensive) and never want to call you or take any responsibility. the Springvale carpet call in Vic. the manage John keep lie to me as I call him many times . the installer come 6/3/2023 and said the floor need be level.… Read more

that is it and left. I have call the store many times asked have pre floor guy come give me quote but the manage lie to me said he already call him and he said I don't want to do it. I can not believed this. I have been sleep on the floor since and have no furniture and my thing (packed away) I thought it was one day job but I am still waiting my floor been done. I never been so stressed in my life.

Would not recommend Carpet Call Macgregor, Brisbane – Yesterday was 3 weeks since the Carpet Call contractors finished at our house laying hybrid flooring. I have not had any ‘Customer feedback’ request from Carpet Call. Area consisted of 4 bedrooms, built in robes, hallway, lounge, and 14 stairs. I removed all the carpet, underlay and smooth edge (carpet grippers). The area totalled almost 100… Read more

square meters. Total cost $14892.00, including $3500.00 for floor levelling, all paid in advance. My wife and I would NOT recommend Carpet Call Macgregor (Brisbane). We spent 12 nights sleeping on mattresses in the lounge. The number of problems and difficulties were many. We had quotes from Andersons, Solomons and Carpet Call.

Poor Experience – Purchased Laminate floor from Bankstown store. Had to pay for the lot before installers arrived. Installers claimed floor is uneven and cannot lay laminate floor unless we pay an extra $1,000 for the room and more for other rooms. This is after we moved all furniture and cleared the room and ready for installation. The measure and quote guy from… Read more

store did not alert us to these possible issues. Installers came back next day and put down plywood to level the floor and in spite of paying extra the unevenness still exists and installers say that cannot be fixed! Ripped off!! Had to get carpets laid instead of laminate floors in rest of the rooms. Only consolation was the State Mgr of Carpet call who happened to be in the store on the day to assist with my complaint. Poor experience overall. Lost me as a customer.

Terrible experience with sales staff – Carpet Call Bankstown - terrible experience. The man working there, Khan is a misleading salesman - beware! He did not tell us about any additional possible costs which we got whacked with at installation. Then, when they sent people out to measure up for carpet they said they’d underquoted us and that we needed to pay $500 extra. After the job… Read more

was done we had enough carpet left to do another room! Very misleading, terrible sales tactics just to make more money for the company. And when you try to get a response from Khan he just argues with you! The installation itself was great - done by subcontractors- but we overpaid thanks to the dodgy salesman - who tried to make our like was doing us favours! My advice is to shop around and avoid that Carpet Call branch.

Left scratches on new floor. No warranty service – Invoice [Number Removed] / Carpet Call Communications and Next Steps I am writing in relation to the above mentioned invoice and installation of which occurred on the[Content Removed]. Issue 1): On the day of installation 2 men arrived that had limited English. When they approached moving my entertainment unit, one of them asked if they could… Read more

lift the marble topping to which I advised “no – you need to lift from the bottom”. Before my eyes he lifted from the marble topping with the other working stating “stop stop” and the marble is now cracked in two. Issue 2): Following the installation of the flooring I noticed light scratches on the floor, and then 2 deep scratches where the installers had slid the entertainment unit across the floor rather than lifting it. Actions taken by myself: On the 07/11/2022 I emailed Fortitude Valley store (where I purchased) to inform them of the 2 issues above and was asked to provide photos. On the 08/11/2022 I received a phone call from [Name Removed] advising he had received my email and he made a time to come out to inspect on the 11/11/2022 at 11am. On the 11/11/2022 I stayed home but [Name Removed] did not turn up, I texted him at 11:19am to confirm if he was still coming; the message was read and to this day I have had no reply. On the 11/11/2022 I called [Name Removed] at 12:24pm and left a message, and to this day I have had no reply. On the 11/11/2022 I called Carpet Call Logan Lea Warranties and Repairs, and explained the situation to [Name Removed]and was put through to [Name Removed](?) and was advised that she would contact [Name Removed] and call me back. On the 11/11/2022 at 3:56pm, I again tried to contact [Name Removed] to find out if he was still coming as I had received no communications and received no reply. On the 15/11/2022 at 12:43pm I called Carpet Call Logan Lea Warranties and Repairs, I was put through to whom I’ve written down as “[Name Removed]” who advised that [Name Removed] handles all the communications with the contractors and she would be in contact. On the 17/11/2022 at 1:08pm I called Carpet Call Logan Lea Warranties and Repairs, and spoke with [Name Removed] (as [Name Removed] was on lunch). I advised her again of the situation (which she remembered) and that I was displeased with the lack of communication from Carpet Call. She advise she would pass on my correspondence to [Name Removed] to return my call. On the 18/11/22 was promised a reply from CarpetCall product review team of which there has still been no reply. On the 23/11/22 had communications with Area manager [Name Removed] who received all the above in email and promised to look into, and to date I have had no further reply. Apparent Actions taken by Carpet Call to remediation:

NIL other than a acknowledge call of my email from [Name Removed]. These people literally don’t respond AT ALL, I don’t know how this is even legal.

Will be considering my options after Xmas.

terrible service – We bought a skirting for the laminate flooring and they keep saying they are going to deliver it but they still haven't delivered it yet. So it delays our construction. Show details

Beware of flooring advice from Carpet Call Castle Hill – We went looking for professional flooring advice from Carpet Call Castle Hill regards laminate flooring that was fit for purpose for a rental beachside unit that would need to be basically bullet proof and 2 years later, after making a warranty claim, we are given advice regards comment made by a Carpet Call installer , that the flooring is not… Read more

fit for purpose( cannot handle moisture) ,and, in the shared words of an experienced Carpet Call installer, " that flooring should never have gone down" & " I have seen this a hundred times before " .... For all intent and purpose, what we ended up getting from Carpet Call Castle Hill was poorly considered & wrong advice regards flooring that was not fit for purpose for our unit with conflicting opinions from a sales rep and the other from an experienced installer of flooring...... and the future fix will be flooring that will have to be removed and replaced with fit for purpose flooring - Its just being prudent and to be wary of the flooring advice given by Carpet Call Castle Hill, get it all in writing and it would be prudent to be wary of any flooring advice given by Carpet Call. The lesson learnt for us is that we will never use Carpet Call again or recommend Carpet Call for any flooring purposes. And now we know more about laminate flooring and will put it down in the experience tray.....as already discussed, it's no use going back and forth....we each have our say and go our individual ways Carpet Call

UPDATE JANUARY 2023 - CARPET CALL Responded here at product review advising that the matter has been forwarded to management - that was 2 months ago and surprise surprise nobody from carpet call management has even bothered to get in touch..........We expected as much from carpet call, or, to be more precise, we expected as less from carpet call. Please beware of any laminate flooring advice from carpet call castle hill - point of fact to note - as an exercise in understanding, we visited carpet call caloundra qld in november 2022 with exactly the same brief we gave to carpet call castle hill regards our beach front unit and the store manager did not hesitate to recommend "Hybrid laminate flooring" - interestingly , when we mentioned parador laminate flooring we were advised that it would not be suitable for our needs as explained which was the exact same needs as explained to carpet call castle hill - go figure !! What a difference whereby you have one store recommending a product that was not fit for purpose and another store advising a different laminate product that is fit for purpose

Dodgy – Preston Store Pros: The floorboards themselves are very nice and seem reasonably well installed. Cons: Firstly, requiring the whole thing to be paid upfront is ridiculous. Secondly, CC outsource all the labour. The only thing that comes from CC is the boards. The guys who do the work are contracted out by CC. And the guy who runs the flooring… Read more

business that did my floors is a dodgy operator: Transcendent Floors. I needed the floor to be levelled before they put the boards down and for some reason this needed to be paid directly to the contractors. Ok, sure, no worries. I did that but he hasn't given me a receipt, despite lying through his teeth that he would, several times when I followed up. I googled the guy Adam, from Transcendent Floors, and he is clearly dodgy. https://www.yellowpages.com.au/vic/wheelers-hill/transcendent-floors-1000002092213-listing.html Why on earth is CC contracting work to a company like this? It's completely outrageous. The guy who put the boards down (Mark from Transcendent Floors, hired by dodgy Adam) was generally very good, but he left glue all over my balconies. I can't remove it so I contacted CC to ask them to come out and clean it. It's been weeks since I told them about it and they've done nothing. I've been told 'We'll get back to you' multiple times and no-one has ever got back to me. I wouldn't have gone with Carpet Call if I'd known how unethical and dishonest they are.

Product good, service and installation terrible – Price $8000+, promised 2days fitting, took 4weeks, 5days sleeping on the floor, foreman demanding $2100 cash. Damaged walls. Don't use carpet call: contractors, absent support, costs, stress, time off work. Show details