Unprofessional and unreliable
We are having renovations done through a well known builder, the builder has contracted the flooring to carpet call. Carpet call and I agreed on a time for the installer to come and inspect the job. We agreed on 4pm 16/10/19, the installer called me on the day and said he will Be there at 4pm however, no one arrives to inspect the job, not even a call to say they arent coming. 2 weeks pass and our project has progressed, I then receive a call on the 31/10/19 letting me know the installer will be there today. This time he arrives, inspects the j...ob but informs me because the job has progresses, an additional $1200 is required to complete the task. I spoke to the carpet call manger about this at length, I questioned him, how is it right to ask for $1200 when the additional work would have been avoided if carpet call turned up to the original booking on the 16/10/19. I was told that we needed to come to a compromise and asked to go get quotes from other suppliers which I have. It turns out other suppliers can supply/install and perform these additional works for much cheaper then carpet call using the exact same Products. I am now hoping to receive a full refund as we don't feel carpet call are suitable for the job. We are very disappointed with carpet calls unprofessional and unreliable performance.
I can't believe how beautiful it looks
I love my new vinyl flooring, it looks great. My experience with Carpet Call was excellent from start to finish. The guys from the shop were fantastic, professional and helpful. And the vinyl layer did an amazing job and he had a great sense of humour! Thank you all so much *****
I have had a great experience with Dominic from the Maribyrnong store. He was helpful and went above and beyond to work with the builder to make sure I got my flooring completed at the time the builder needed the floor to go in. Fred the installer also did a great job. The builder commented on how professional the installation team was as well.
Service could be better Capalaba Store
Purchased vinyl sheeting and installation from Cspalaba store, was supposed to be installed on the 17th August. My 69 year old mother and myself moved all furniture out of area, Installer showed on time and was very apologetic to let us know that the 4 metre wide roll cannot be installed because he can't get it into our unit. Called CC at Capalaba spoke to [name removed], he suggested we purchase vinyl plank, I told him we didn't have a budget for that, he then suggested that the roll be cut to 2x2m and we would have a join down the centre of...the room. After deciding this is what had to happen I called him back and said yes do that. [name removed] told me it couldn't be done on that day and booked it in for Tuesday. I explained how mum and I had moved all the furniture out and it wasn't possible we could do it again. He said at Carpet Call's expense they would pay for 2 men to move it all on Tuesday. I was also offered a rug at 50% off wholesale price for the inconvenience. Tuesday morning early I received a call from the installer [name removed] and he said he'd be here early afternoon, Mum and I moved all the light furniture out to save them time. (To store furniture in my room i once again had to lift my bed for the third time on it's side) Received a text from [name removed] at 1.38pm to say he's been held up at a previous job and can it be done first thing Wednesday. We agreed that we would have to wait till the next day. I called Capalaba office to air my grievances about this debacle, I spoke to [name removed] and he assured me that it would be done the following day and 2 men would be moving the furniture. Wednesday morning 7am [name removed] arrives on his own, mum and [name removed] moved the lounge and entertainment unit to one side of the room and then to the other after he had laid one side. Vinyl was finally laid and looks lovely. But it is loose laid vinyl and the fridge couldn't be shuffled across the floor, so we had to empty it and with the installer on one end and mum and I on the other we carried it from the bathroom to the kitchen. Back breaking exercise. Update I received a call from CC Capalaba and he couldn't be more helpful with after installation service. Overall the vinyl was laid, we are very satisfied with the job and one call has changed my rating and review.
Give Carpet Call A Miss
I wouldn't actually give them any stars. Carpet Call North Lakes, over measured and overcharged. Vinyl installation has lumps, not stuck down to the point that its a tripping hazard. Best advice is to shop elsewhere. Carpet call clearly dont care about their customers
Extremely poor customer service and they don't honer their own warranty. They don't return phone calls and are hours late for appointments.
We purchased a very expensive "timber plank" vinyl and had a problem with joins in several rooms opening up revealing noticeable gaps. We received no satisfaction from the store manager, so I contacted the Victorian State Manager. He sent out an operations manger who was hours late for the arranged time. This person had problems just getting up and down on his knees to inspect the faults, sweating and puffi...
Can't believe the difference it makes... wow!
The vinyl flooring looks amazing, the installers were helpful and respectful and finished the job with no fuss, I would highly recommend. Dan provided excellent advice and walked through the job afterwards to ensure I was happy.
I am thrilled with my new floor from Carpet Call Campbelltown.
From the excellent advice and information to the delivery and installation. The Layers were meticulous, polite and thorough. My neighbours were impressed.
I’d be very happy to recommend them.
Never again - Don't pay until your job is completed. Terrible customer service
Initially our experiences with carpet call was good. Until we realised once they had our money they didn't really care about customer service. We dealt with Brodie at Osborne Park WA, his customer service was non-existent. Two days prior to our floors being fitted we paid the remainder of our deposit (which is normal) but I wish I hadn't.
We were told the layers wouldn't get to our house until 9am - because they couldn't access materials until after 8am, but our doorbell rang at 730. This wasn't so much of an issue just a miscommunication. Fi...rst thing when the installer walked in he said there won't be enough planks (there had been a mis-measure) and they won't finish today and there are going to be additional costs (3 things we were told was not going to be a problem). All of which went directly against what we were told by the store manager Brodie. When I got the quote I made sure to say I don't want any on the day surprises such as extra costs. The layers were fantastic, they worked from 730am-830pm that night and still hadn't finished because they ran out of planks (10 square metres worth - a fair mis measure in my opinion). I then went to drive up to the store to chat to Brodie in person, which he then began throwing his own staff under the bus saying things like, "you can't get good help around here", which made both myself and my wife very uncomfortable. To this point they had temporarily rectified the situation by saying they will cover what extras needed to be done. So at this stage we were happy. Next problem is we were told that we would need to have scotia put in as there is a big gap from where we had carpet to now having vinyl planks. Again another thing that was not quoted and we were not told about. Again another trip up to carpet call to see brodie and this time I wasn't overly happy. Another cost I was burdened with (which we had not budgeted for), when brodie started saying that we should be happy because we got extra planks. No brodie that is your mess not my problem. After this I decided I wanted nothing to do with brodie anymore and started speaking to Luke the area manager. Luke was very good to deal with, managed to sort out the problem (not totally) but enough to get the job done, as I was sick of not having a completed product. Apart from the inexperience and extremely poor customer service from brodie (store manager at Osborne Park) the communication between carpet call and the contractors was very poor. Both layers relayed their concerns about this as well, as they were not told certain directors and there was a lot of back and forth having to work out what we were going to do.
Great service by John!! Highly recommend them!! Very happy with the price!!! Will definitely consider them in future!! Flexible with timings n highly consider your needs and great guidance!!! It was reccomended by a family member n glad I called them. I had luxury plank done!!
- Verified customer
Luxury vinyl flooring....looks great, feels great
Found a hard wearing waterproof vinyl flooring at Carpet Call. It is the latest flooring technology from the US and looks great in Highland Oak. Tim and the team from Elegant Floors in Sydney laid it in a day. Very happy with the results.
- Verified customer
Bad service and our stairs are still not finished
Ordered vinyl flooring for 2nd floor and stair case. Was assured they could do the stairs too. Lifted carpet and showed 2 sales people, they quoted and we paid. When they laid the flooring, they only covered half of the tread. Over 1 moth later and I am still battling and about to pick up the phone to Dept of Fair Trading. We had also ordered Plantation Shutters from these guys and advised them that the Shutters needed to go down BEFORE the flooring as the track needed to be under the flooring. Guess what, they took my money and did not place the order for the Shutters. Unbelievable. I would not recommend using Carpet Call!
Very pleased withour new vinyl floor
We had the hallway, family room, office and sewing room, a fairly large area, done with vinyl flooring which we are really pleased with. It was all finished in two days and the guys doing the work were excellent in all areas. They cleaned up and never left a mess behind for us to clean up. So after starting a day late the work was completed on time.
They don't seem to be interested in business
I wanted to put Coretec Plus vinyl flooring in my unit. My strata rules about floating flooring regulate ratings as per standards set by Building Code of Australia (measured as integral LnTw number). When I asked the shop assistant to provide me acoustic ratings of the vinyl I chose, he forwarded me some raw results of a test made back in China, and those results were not accepted by the strata management. It's a pity that an importer can't properly document their product for Australian market, while at least two other competitors do.
- Verified customer
Avoid, Avoid, Avoid
I purchased the wood effects vinyl flooring on the 27th of June 2018. Picked the product up on the 23rd of July 2018, after being away and waiting on the warehouse to get stock. I used one pack of the flooring the job I was doing (Feature Wall). Product looked cheap and wasn't what I was after. I went to return the 3 unopened, undamaged boxes on 8-Sept to the store and was told a refund would not be possible. The refund was for a grand total of $192. Feeling a bit hard done I voiced my concern and was contacted by Management. Management advised...me that due to different coloring in the product from batch to batch they wouldn't refund the product. I was advised the whole batch that my product was from was sold out. I was never given any particulars about the batch when I asked for them. I take some responsibility in not trying to return the order quicker, but let this be a lesson to all DIY, if you purchase from this store you would want to be laying the next day. I am really disappointed how my request has been handled and I find their reasons to be lacking. I would recommend people considering Carpet Call to give them a miss, as once you pay for the product they couldn't careless. If this is how they deal with a $190 return, imagine how they'd be with a big job. Long story short, don’t give them your business.
Great product and service
We recently purchased vinyl plank flooring from Carpet Call Mandurah. Chris and his staff were great to deal with and the installer Eddie, was great and did a very professional job. Have also just purchased a rug through Raz at Carpet Call Cockburn Central and he also was good to deal with allowing us to arrange everything through Mandurah. The follow up service has been excellent! Would have no hesitation in recommending Carpet Call to anyone.
Had vinyl planking laid in my kitchen. The planks look they are from 2 different sources, 1 dark, 1 light. Had to ask the layer to redo it and not put small fill ins surrounded by dark planks, dark planks next to light & fill in bits in highly visible areas rather than rather than below cupboard doors. Had I been advised by the salesman that "Colour variations from panel to panel can be extreme", I would have gone with an alternative. Before signing & paying, read every clause of the Invoice The job commenced at 4.55pm & completed by 8.55PM. The Supervisor's only concern was a long day for the layers and the job being finished, but not why it took so long & the look of the finished job.
Love it !!!!!!!!
We could not be happier with the amazing service that we were given, from Massi at the Prosect store spending the time with us to explain all our options, and Sen maticulasly measuring our complicated living space. The trades, Junior and Sarah on vinyl, and Michael on carpet, were very hard working and professional, which has produced a result that was much better than we imagined. We will surely be recommending Carpet Call Prospect to everyone.
Thanks it's much appreciated!!!
- Verified customer
Bad customer service
We went into the Joondalup Store (WA) and picked out some vinyl tiles. They checked and said that they were in stock and I could collect them from the warehouse. So I paid for them and set off to collect from the warehouse. (It was only 2 boxes to do a wall but we are going to put laminate through out the house soon, we even picked that out and got a pice.)
As I got to the warehouse the shop salesman rang me and said that the tiles weren’t available but assured me that he could get me 2 boxes the next day and would deliver them. He would call ...
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Questions & Answers
I would like to know about the different qualities of vinyl flooring. Is one better than another?
Carpet C.Carpet Call
Dear Patricia, Vinyl comes in many qualities including sheet vinyl and plank vinyl that give you that wooden floor board look. Have a look at our range here https://www.carpetcall.com.au/shop-our-range/hard-flooring/vinyl/ There are different quality levels of sheet vinyl and the higher quality options don't require such a flat surface as many vinyls do. Have a look at our buying guide for a quick overview. https://www.carpetcall.com.au/ideas-and-advice/buying-guides/vinyls/
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