We had the best experience with our sales person Len Masson .He was so easy to talk to & kept on following up with us. The flooring that we choose has just been laid in our new home & we couldn’t be happier with them Show details · 1
I have had timber flooring applied over my tiles and up my stairs. The service has been pretty much non existent and I felt like I was a nuisance each time I contacted them about anything except payment. They didn't tell me that I would have to change the level of the doors (3) so I was left without a front door for 3 days until I could get it cut… Read more
down to adjust to the new height of the floor. Had I been told I would have had it done prior to the floor being laid. The stairs have sharp edges that look dreadful and the trim on the bottom tread is loose. I have contacted them and they keep sending the apprentice out and this is what I have been left with.
Also I bought a rug in their shop after telling the salesman that I have carpet moths and can't have wool. The rug he sold me had a percentage of wool in it but he reassured me that would be ok. I checked with my pest control guy and he said absolutely not. No wool at all. The rug had not even been delivered but I had to fight to get a refund. In the end I got a store credit and used it to cover some of the flooring. I wish I had gone somewhere else.
When my son contacted them, they sent out a tradesman to correct the strips at the edge of the stairs.
CARPET CALL THIEVES – CARPET CALL RIPP OFF We Dealt with Penrith Store and got ripped of $8000 after already spending $15500 too many issues to write about so I simply warn people to STAY AWAY and any business that makes you PAY IN FULL 48 Hours Before jobs starts like Carpet Call does is a Major RED FLAG and don't fall for their we'll work it out response they will write after any reviews it's all BULL-Hit I warn you again STAY AWAY FROM CARPET CALL Show details
Reviews with attachments
- +5
Moore Park - Great job, no issues, highly recommended – Chose Carpet Call Moore Park to install new laminate flooring and carpet in my Mother-in-law’s new apartment. I was very nervous about the actual installation process having had a terrible experience myself a few years ago with SE Timber (and [Name Removed]- avoid him like the plague). Fears were unwarranted - sales team and installation guys were a pleasure from start to finish and the job has been completed to a high standard - many thanks! Show details · 1
Looks great, exactly how we imagined – We made an order through the Penrith homemaker centre, had our timber flooring layed a few weeks later only took two days for our two story home and the finished job looks absolutely fantastic so happy with it not to mention the finishing touches of beading around the floors edge and those tricky door way cut outs. We had 16 stairs all in which… Read more · 1
look great the installers did an awesome job very hard working with attention to detail,even vacuumed and mopped the floors inside afterwards to clean up their mess there was a lot of dust from cutting outside but once the installers left they cleaned that up as well and you wouldn’t even know they were there. Dan was the supervisor with great customer service skills and passed on very helpful instructions on how to maintain our brand new floor and made sure we were happy with the finished product,thank you it looks great. Kylie
The timber flooring we chose with the help of the salesperson worked out fabulously in our new home – We purchased timber flooring and a rug from Carpet Call at Super Center Auburn. The service and advice we received from the very knowledgeable staff was exceptional. Installation was seamless and timely. The installers were very professional, neat and tidy and obviously enjoyed their work. All in all we were very happy with our new floor covering and rug. Thanks guys for helping make our new home great. Show reply
Love the new look with timber floors – I just recently refurbished one of my bedrooms by removing the old carpet and putting in these hard timber floors and they look awesome!! The guys at Carpet call Marsden Park were great and know their stuff. Thanks Masi for all your help from choosing the timber right through till it's installation. I'll be back for my other rooms. Show reply
Excellent service – My 8 year old carpet was replaced with a timber flooring by the Aspley Carpet Call & I am delighted with the outcome. This team displayed an extensive knowledge & supportive approach to this project and provided a highly professional & financially competitive service Show details · 1
Positive reviews
old fashioned service – A big call out to Shaun, manager at Carpet Call Midland and Case, wonderful sales person who came out with samples so I could see what the flooring looked like in situ. Both Shaun and Case were amazing with their advise and service, second to none. The type of service we used to have many years ago and seems to have disappeared. I would strongly recommend Carpet Call Midland Show details · 1
job well done – I recently had my exciting tiles redone with hard wood floating floor, Nick was the guy who installed it and I must say it great. He was friendly, polite and on time both days. I would recommend him and Carpet Call anytime. Thank you Nick for a great job. Show details · 1
My flooring – Want to thank Carpet Call for my beautiful flooring and how quick they were getting it organised to be done again a great big Thank you. Also would like to thank the guys that laid my floor boards they did a fabulous job they were quick clean and efficient thank you guys. Show details · 1
Negative reviews
Should be called Carpet_DONT_Call – A wasted visit to a store in Sydney NSW, discussion and email exchange. Discussed sending plans for our new home so they could provide a quote/estimate for Timber Floor and Carpet. A decent sized home so the job was worth plenty for what was chosen. Sent the email off after pulling together the information required. Crickets! I'd be happy with… Read more
- "on second thoughts, we've decided not to quote". If this is how the treat people before pricing, I can't imagine how they respond if there's a problem.
The 3.9 score is probably a good indication. If you click on the "Rating Statistics" for this company, the volume of people rating the company 1 indicates a reasonably high probability of your experience going pear shaped. Its going to be great or shocking! I'd prefer just great.
Doing the numbers on the review stats. Score 1 = 50 reviews / 160 total reviews gives you an almost… Read more (+2 replies)
Find out how Carpet Call Timber Flooring compares to other Home Decor Shops
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Big mistake Carpet call Bundall – Queensland - Hybrid timber floor laid - was told they may need to flood floor to level and would need to pay installers - installer came had big gold dollar sign necklace around his neck and charged me $4200 to level floor - big rip off but what do you do when you want the floor installed Show details
Dear Karen, I’m sorry to hear about your poor… Read more
When something goes wrong they disappear – My experience with carpet call was ok. We bought very high quality flooring. The sales rep was good until I needed something fixed that we were not happy with. Never returned calls or helped us contact installer. It was something minor to repair on our skirting boards that they installed. Still not repaired ended up giving up and still not fixed ! Disappointed to not have a minor detail sour our experience. Would I recommend probably not Show details
Dear Denise, I’m sorry to hear about your poor… Read more (+1 reply)
Recent reviews
Floor Board perfection – Carpet Call Belrose recently laid timber floor boards for me and I was extremely happy with the end result and how well they were laid. What surprises me is that just about everyone who walks into my place comments on how good the floor boards are. The spotted gum is great but the person who laid them was a perfectionist. Thank you. Show details · 1
Avoid Carpet Call Macgregor, Brisbane – The quote has a clause that during installation, any levelling related expenses need to be paid separately to the installer. Two days before the installation, full amount is taken from you by Carpet Call. Installation is outsourced and those guys come, rip your carpet, declare that its not level and ask to be paid $3,500 which works out to… Read more
one-third of the quote. Now you are stuck badly because the carpet is already ripped off.
The installer asks for cash payment. You ask for a reciept and the installer opens a reciept book that you can get from any stationery and point blankly refuses to mention his ABN number (and you assumed you are dealing with professional company!) You frantically call Carpet Call and are told you are lucky the levelling cost is only $3,500 and not the typical $5,000!
The staircase part of the timber installation is the hardest and the installer says he hates doing it. The work is shoddy and you can see by no means it's a professional work. By now you realise Carpet Call will not provide any meanigful after sales service. So, you beg the installer to come back and rework on the staircase. Even after two attempts, the work is not up to standard and you give up exhausted.
Dear Brisbanite, I’m sorry to hear about your poor… Read more
Unfortunately don't honour warranties after faulty installation – They advertise 2 year warranty on all their flooring products however it is impossible to claim against them. They will ignore you at first then they will advise its you're fault the flooring is not level. With a faulty installation they won't honour the warranty. Extremely disappointing and I would never use them again. Show details
Dear Curltops, I’m sorry to hear about your poor… Read more
looks great .. lifts all the rooms in the property .....furniture and new kitchen looks brilliant – right from the Store manager Browns Plains .. Jarrod extremely helpful in helping me choose the right product for the job ... the team preparing the surface and laying were extremely proffesional Have been very proffesional in the whole process Show details · 1
- +7
No experts here! – Pictures tell a 1000 words! There is so much to complain about, from a lack of information to make an informed decision at the beginning to management not returning my calls. The installers were unprofessional, my neighbours complained they were fighting with each other for an hour and he thought someone was going to be killed. My skirting… Read more
boards were destroyed, the walls damaged, my laundry cupboard flooded and is now damaged, floor boards hit my walls, I cleaned up blood! No wonder they make you pay in full two days prior. I have attempted to resolve this with the store, with [Name Removed], a manager!?!, now been palmed off to the Installation Manager who hasn't returned my call after a week. The store say they want me to be happy but no-one is willing to resolve.
Dear Jody, I’m sorry to hear about your poor… Read more
Worst customer service ever – New timber floor install started on time but was never finished, it has now been 2 months and our floor is still not ready. Firstly they installed the wrong quads (colour not matching the floor). We were told they will be replaced, had booked and confirmed an installer three times since and they never showed up, not even a courtesy call to let us… Read more
know. I strongly suggest to anyone dealing with this company to withhold 10 or 20 percent of the price and only pay them the balance on completion of the job. Otherwise it will never be done. Will have to complete the job ourselves and I reckon we will even do a better job than some of the shonky contractors they use.
Happy customer – I recently purchased hybrid flooring, very pleased with the final result, I strongly recommend carpet call to everyone. They showed up on time and did a nice and clean job. Show reply
Find out how Carpet Call Timber Flooring compares to other Home Decor Shops
Know better, choose better.
Terrible service. Installers have taken our money and run – Installers charged us additional $1,500 cash on the day of install to prepare the floor. They have taken that money and have not returned to complete the job. It is 2 weeks since our scheduled install date, we have no floors installed, flooring is not prepped, installers refuse to attend to complete and CarpetCall won't acknowledge receipt of our… Read more
complaints. Disgusting behaviour from a large supplier. At this stage we may have to take CarpetCall to court to get our money back.
Dear Disgruntled Customer, I’m sorry to hear about… Read more
A new standard of poor service and poor quality. Took our money and ran. Do not use this company, you will regret it – I should have read the other reviews before I handed over my money. This company does not care about its customers. They never call you back after they have your money. There have been so many mistakes by this company since the very beginning. The sales consultant amended our quote many times and also our install dates. He measured things wrong,… Read more
quoted prices wrong and after we paid and booked it in he then told us he had booked things in the wrong order so we had to change dates.
The Money Grab: They made us pay extra to freight up extra timber as there was not enough in stock in sydney so that we could have it done on the day we wanted and then oh...sorry we have to delay that date we we were told.
They made us pay extra for installing new skirts and told us they are premium and would finish the house off nicely, since the flooring we paid for was top of range, we should do this. So we did this, what we have received is damaged unpainted bunnings bottom range skirts. See photos.
We were told the floor was fine for timber, the installers have underlay to even things out which we paid extra for as well just in case. But when it came to install we had to pay an extra 6k for levelling our floor with screed.
1 day install has turned to 4.
The worst part of all this, is that they just don't care about any of this. No one ever called me back about the issues when I rang day 1, day 2, day 3 to ask for help.
They simply informed us the sales consultant has since left. His manager said its out of his power to do anything to help us out as its a head office thing. So we called the operations manager [Name Removed] who never ever called us back. We have never gotten further than a receptionist. We asked for GM many times and were told he is in meeting, not here, we will give your number.....All the people at this company hide behind their office. Absolutely disgraceful.
The only time they called back was to take the progress payment for my carpet. I said I'm not paying until you tell me what is going to happen about the mess with timber, and the receptionist coldly and calmly told me that if I don't pay right now, she can't guarantee my carpet install date.
And we have lost 8k extra on this job over what we originally agreed to pay and the flooring looks just terrible.
We are going to report them to fair trading since they can't even be bothered responding to us.
Do NOT give this company your money.
Dear Belinda, I’m sorry to hear about your poor… Read more (+1 reply)
Defective timbers deemed okay – Apparently timbers that have defects in colours are standard... they don't show you these on the displays. Would have been a great product if they didn't put the couple of defective timbers down. See pics. Such a shame. Show details
Dear Louis, I’m sorry to hear that the product… Read more (+1 reply)
The Worst Experience & Company to Deal With – Carpet Call are the worst company I have ever dealt with. We have spent thousands with them and not only is the workmanship terrible, the company and Hard Flooring Manager won't even acknowledge or return our phone calls or emails. We have been left with unfinished floors as the installer walked off the site when we asked to discuss options of… Read more
how to resolve. The installer (a contractor for Carpet Call) had returned to fix the floors as he as he acknowledged it was not to Australian Standard and the workmanship was terrible. However as soon as we tried to talk about solutions and options to fix, he stormed off. Not before ripping up the work they had done. So we are now left with unfinished floors and large gaps. With no way to resolve. What's even more unprofessional is that Carpet Call Management refuse to even return calls or emails. This is clearly how they operate. We have no way of discussing or trying to find a solution. We are now left with gaping holes and if we pay for someone else to fix the floors we risk losing our warranty but have no one at Carpet Call willing to even speak with us about fixing the problem. I have never come across an organisation where the management won't even take a phone call or attempt to resolve. It is absolutely disgraceful that this company can operate a business with these values and zero accountability for their product and service. I would strongly advise anyone considering floors to avoid Carpet Call and to look at flooring companies who have customer centric values and are prepared to at the very least have reasonable and rational conversations about how to work with the customer to find a solution.
Dear Georgia, I’m sorry to hear about your poor… Read more
Poor management and oversight – I had arranged hybrid flooring for my apartment. On the scheduled day of the install when no-one had shown up I followed up. Shortly after the sub-contractors showed up and told me they were 'just told to leave the job they were on and get over there. Clearly there was a booking error. This was Thursday. The sub-contractor ripped up my… Read more
carpeting (which I understood and expected in order to determine the levelling required) and told me it required quite a bit of work, and presented me a large bill for the remediation effort including new skirting boards which he deemed as essential. Then, mentioned they were fully booked the next day (a Friday) and could not come back until Monday to begin the process. This started 7-days of my family in a hotel while we awaited the completion of the levelling and flooring. When I wrote to Carpet Call to complain, I received call backs 'understanding' my situation and sounding empathetic. Then, zero follow-up after that. Without going into extensive details the work was finally completed, albeit with some sloppy work, chasing the subcontractor for a refund when he determined I don't actually need new skirting boards, being fed excuses such as my dog is sick (seriously), being unwell due to cortisone shots, Bunnings wanted too much for the trim so I'll need to find it cheaper elsewhere, I have to go to a driving test and can't make it, etc. etc. I was left to manage this colourful collection of sub-sub contractors despite assurance from the 'regional manager' the he would ensure my flooring was completed after I had complained. The process wore me out, inconvenienced my family, costs us thousands more than we had expected and budgeted for, and Carpet Call has completely abandoned any accountability, management or responsibility. No follow-up, sloppy management, terrible/non-existant overall project management. I could not be any more disappointed and exhausted. Carpet Call has the specific details of my experience and I challenge them to reach out, acknowledge and try to make amends.
Dear Jao, I’m sorry to hear about your poor… Read more (+2 replies)
The worst purchase experience ever!!! – On May 16th, we ordered European woodland produced in Germany at the CarpetCall, the unit price was 105 dollars /square, and the total was 15792.00 dollars. Order a wool carpet of 271 square meters, 95 dollars/square, a total of 25,749.00 dollars. After the installation on June 4, there were many artificial fillers found in the wooden floor and… Read more
timely feedback to the CarpetCall. On June 11, the CarpetCall sent an after-sales on-site inspection. After-sales also felt surprised, so they took pictures on the spot and called the superiors on the spot. The solution given by the superiors is: Next Monday, the solution can be given to the German manufacturer. It will take 3 to 4 weeks. It takes time to reply, but if the manufacturer feels that there is a problem, it will remove all the floors and install new floors. The after-sales service said that there has been no complaint about this wooden floor before, however he received the same complaint as ours 3 weeks ago. On June 12th, I said that the manufacturer’s response time was too long and that I purchased the CarpetCall from the CarpetCall and I needed to give an answer and solve it. As for how the manufacturer solves the problem of the CarpetCall. And request CarpetCall to return the carpet deposit. On June 15. The CarpetCall gave a reply: The manufacturer said that there is no problem with the product, it is a natural phenomenon, but as long as I pay another 5,000 dollars, the CarpetCall is willing to replace other wooden floors. I don't agree, I ask for a free replacement. The CarpetCall agreed to return the carpet deposit, and the regional manager asked to go to the store the next day. On June 16th, the regional manager of the shop asked me whether I would like to replace the wooden floor. If I like it, I agree to the replacement. As for the 5,000 dollars, he will communicate with the headquarters. Although I don’t like the replaced wooden floor, I can’t help but agree. The regional manager communicates with the headquarters. We must pay another 5,000 dollars for it. We are unwilling and process a refund for the carpet. We frantically looked for a carpet store to re-purchase, but the fastest one would take half a month. Our rent expires on June 22 and we must move out and give the house to a new tenant. We are homeless. . . . Communicating again on June 18, the same result. problem 1: The reply is that it is a natural phenomenon. How can natural growth grow fillers? There are as many as 20 in 1 square meter? 2: Why is the showroom model very beautiful and the installed products are completely different from the showroom? 3: The salesperson introduced that this product is a German brand, produced in Europe, and sold in the store for nearly 20 years. Although there is no advantage in price, the price is higher than that of the peers, but the quality of the product is very good. We have been to the store more than 5 times from selection to payment. The salesperson has never informed me about the filling. Why are the sales and after-sales managers surprised and abnormal after feedback? 4: Now that the CarpetCall thinks there is no problem with the product, why can all the products be replaced with only 5,000 dollars? And return us the carpet deposit? 5: After the wooden floor was installed, we were not given the actual quantity of the installation. There is no leftover piece of wooden floor? There is no description of the actual quantity used. 6: The original carpet was removed on May 25 and piled up at the door until June 14 before being finally pulled away. The installation of 150 square meters of wooden floor began on June 1 and was not completed until June 14. In the end, a few carpets and garbage were left behind.
Dear 海军 王, I’m sorry to hear about your poor… Read more
Avoid them for flooring jobs – Carpet call Richmond is as bad as it gets for flooring jobs. Avoid them. They take payment upfront, then hand the job to a sub-contractor. You will need to manage everything with the sub-contractor - the schedule, materials and quality on your own. You will need to stop the sub-contractor from cutting corners with cost and quality. I wanted to… Read more
put floorboards in 2 bedrooms. CarpetCall Richmond estimated the job would take a day at most. A week before the job, I made the payment in full. And then on Monday, Transcendent Floors turned up. Without the materials required to do the job and many excuses. He continued to turn up on Wed without the right materials to finish the job. Phone calls and emails to Carpet Call Richmond was met with silence and no response.
What should have taken a day at most, turned into a week of managing an amateur outfit. Multiple issues with delays in schedule, bringing the right materials, cutting corners and at the end of the week, I still did not get what I paid for. Avoid them
Dear Anmol, I’m sorry to hear about your poor… Read more
Very professional and supportive – Reza was very helpful and professional. The measure, quote and install was quick and easy. From start to finish the whole process was exceptional. Highly recommend Reza and the Castle Hill team. Show details · 1
Sales and instal teams make all the promises but management fail to back it up – Split large job over two batches of product, colour and quality do not match, very poor customer service and refuse to fix, very quick to take your money very very slow to respond, unfortunately we have to go legal to get what we have paid for Show details
Dear Brian, I’m sorry to hear about your poor… Read more (+1 reply)
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Good morning, We’re truly sorry to hear about your… Read more (+1 reply)