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Carpet Call

49 questions from our users

In consultation with a sales person I explained I had bought a unit and I wasn’t 100% on what was on the floor but I thought it was timber. I wanted to get a quote for laminate in the case it couldn’t be sanded back as I wanted to change the colour. The consultant convinced it was engineered and couldn’t be sanded. I booked in the work on the understanding I could get it refunded if needed once we did a measurements check. They came to check the floors today and they they are timber and worth about $6k so obviously I’m not going to put cheap laminate over timber. I’m not confident I will get a refund on my $1500 deposit but no work has been carried out and no laminate laid or cut. I want to know how I can get my deposit. I would be happy to pay for the fitters time to take the measurements if needed.
1 answer
Really depends on what the terms and conditions read as. It is important to get any changes written down and signed. I would probably get hold of your sales person to see if they will confirm your conversation

Hi, I sent an email to your Alexandria Store on the 15th June 2019. I am still waiting for a reply. My invoice number is 22723 for 10/3 Grace Campbell Crescent, Hillsdale NSW 2036. We are the managing agents for this property. I am out of pocket for $285 due to your salesman Kemal. This is all I am requesting now and could you please respond as it has taken such a long time to receive this amount. Thank you. Therese Penya Director Matra Real Estate Pty Ltd Mobile: 0411 080 009
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how do i view online, the carpets i selected at a carpet call builders division showroom, which is part of my new house construction flooring allowance. I can't find the products on carpet calls website. interested in researching the particular styles of the carpets i selected, and also seeing the colours to compare with rest of house etc.
1 answer
Hi Jeff, our products are not available online as we have found the colors do not show up correctly due to a wide range of factors including computer monitor settings etc.

I would like to know about the different qualities of vinyl flooring. Is one better than another?
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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/

Can we get a quote for our reception area? My email address is [email removed]
1 answer
Dear Rosa, it is always best to contact your nearest store as email addresses are removed as this is a review site.

Hi, It's been 70 days since I paid an invoice 00743597365 to supply only for 18 boxes of laminated floor. At this moment in time I don't need it anymore and would love to get a refund for it.
No answers

Looking for reviews on black but aqua tuf wood flooring. Anyone?
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Hello, my elderly parents just had a quote done by Ryan and Francis from Carpet Call, MacGregor store for supply/install of laminex floor covering yesterday afternoon (i.e. Friday, 7/9 at 2pm). The job was quoted for $7000 and my parents signed up and also paid $1000 in cash as deposit as requested. My parents would like to cancel the order and also get a refund of their deposit and when I went into the store with my parents this morning (i.e. Saturday, 8/9 at 10am), I was told they had already "processed everything" (presumably overnight) and it was too late to "change their minds" and they were "locked into this contract". Given that it is still less than 24 hours since they signed up for a contract they cannot proceed with and want to now cancel, can they get their deposit back within the cooling off period under the consumer law?
1 answer
Hi Susan Legally they are only allowed to hold 10% deposit. I had a nightmare time dealing with this company and many tears and calls to fair trading. They took half deposit and then the full amount out of my account WITHOUT permission prior to install date. then they NEVER DID THE JOB. I had so much stress. I hope you get your issues sorted out better then mine were handled.

Dear Carpet Call, I have bought rug (Classic- Traditional, CLA-0023-05-201) from Indooroopilly store at Brisbane. Its shedding too much, can i please return that (still within 48 hrs). I need my refund back, not a replacement. My wife and kid got sick within a day of the shedding from the rug. Please let me know if you can help on this. Thanks Dr. Nemat
2 answers
stay away from this storeI have Created page on facebook carpet call complaints as i was also the victim of their shonky tactics please do write on it if you can it will help other customers thanks

Hi I signed a contract last evening but felt under pressure to get the price that was quoted. I paid a 41% deposit but it was not explained to me that the balance was required before the carpet was actually laid. What is the cooling off period? Can I cancel the contract?
1 answer
Hi Denis, what is your invoice number and we will follow this up for you.

I was just wondering if any one has installed the engineered timber flooring from carpet call? Does it wear well? How have you found it?
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Hello, Sorry, I'm unable to help with this. I bought an outdoor carpet. SonjaWe have had flooring installed and have found it creaks, is cracking in places and have found it next to impossible to get someone to come and see it. They only responded when we posted something on their fb page.

Just had 3 month inspection of rental property. Brand new carpet already coming up. Joins look terrible. Tenants worried about where tile meets carpet. Already pilling. The last room carpet call took a week to finish has come away from floor. Couldn’t see nails. One section of a room has a large mound in it???? We have photos. Hoping someone can contact us as we had the worst experience with manager of tuggerah store. Worried about contacting them. Invoice number 19397
3 answers
Hi Jorja, I will organise someone to call you and book in a service call.Received a call straight away from CC rep then from carpet installer. Sent thru property manager details to installerNew month. New problem. Carpet coming up on edges again. Threads at carpet/tile joins everywhere. Carpet Call installer informs us it’s because we chose “CHEAP” carpet. Maybe CC should advertise carpet as “cheap” instead of marketing it as “suitable for rental properties” so people know next time. Last time I checked poor installation has nothing to do with the cost of a product.

Hi Had great service from carpetcall for measure and quote. Placed order today, will be layed in April, happy with that, but disturbed they want the balance paid two days out. What protection do I have in relation to lay errors, etc? Has anyone had issues? I have reviewed terms and conditions from two other carpet companies, and the balance is not payable til day of install after inspection. Anyone had issues with carpetcall?
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Hi Amber. We were promised so much from CC and sadly paid total up front. Then the dramas began!!! Carpet unavailable. Tradies left job unfinished without telling us. No communication. Joins poorly done. Damage to walls. The service was so bad we ended up giving up when not one single person would call us back. Sadly a lot of these reviews are similar. I would think twice if I were you. I would NEVER use Carpet Call again. We are going to inspect our joins next week (rental property) and I’m dreading something being wrong with them as I don’t have the energy to try and call this companyHi I had damaged floor due to their tradesman put a hold through a water pipe, been waiting two years for a reply, would never use them again. DavidHi Amber I had lots of issues. I paid it all upfront and they never even did the job! I had to take them to fair trading and use my bank to get my money back. this was over MONTHS of being out of pocket. Legally you should only pay 10% up front and the rest after the job is done. I questioned this prior to signing and they agreed to payment after the job was done and took my money out of my account without permission. Not once but TWICE.

Hi all, I’d like if someone could clear up a query I have. We signed up with carpet call to get our carpets done for a new build. They told us they were affiliated with our builder but it turns out they are not and they lied to us. We are left now to fork the cost of the carpet rather than being allowed to put it through our mortgage. As they have lied and gave us misleading information, are we allowed to go and demand our money back and go with the actual company that is affiliated with our builder? We have paid almost half of the cost price for a deposit. Thank you
1 answer
Hi Ccb, what is your invoice number and store you dealt and we will look into the details. You can certainly get your deposit back and cancel under most circumstances.

Hi, I am absolutely shocked to read some of the answers to questions specifically about cancelling an order and receiving a refund. My wife and I basically got conned into putting down a hefty deposit of $2,824 in October. we were guaranteed by the sales assistant at Hoppers Crossing that Metricon would credit us if we decided to go straight to the supplier. Load of nonsense, Metricon laughed at us. Long story short we were stuck with a massive deposit for stick which wasn’t even going to be ordered in until this coming November. We have now changed builder and called to cancel the order almost 10 months prior to the order date, only to be told that we will not get a cent of our deposit back. Seeing your answers to others in the same situation advising that if nothing has been cut or orders then the whole order is refundable, I’m furious that your guys are treating us so poorly. VCAT here we come!!!
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Hi Pat what is your invoice number so we can follow this up.stay away from them thals all i can you got carpet world harvey norman anf now there is much cheaper store halls carpetGo straight to Fair Trading. These people need to be put out of business.

Hi , I am planning to put laminate floor boards in our first floor. I am wondering if anyone who had laminate instead of carpets can share their exercise. Carpet call had quote me extra for dunlop timber cushion . Is it worth paying this extra cost for the underlay. I appreciate if someone can share their thoughts/experience.
3 answers
Hi Ruth, we just installed Coretec XL (https://www.carpetcall.com.au/shop-our-range/hard-flooring/vinyl/coretec-xl/us0335) on our first floor which has MDF board as the base. This product has a cork style back and an insulation core. It was installed without any underlay. It’s only been about 5 days but in terms of noise downstairs when people are walking it’s been great, pretty comparable to carpet actually. In terms of noise upstairs there is more noise and echo of course without carpet to absorb the sound. Hope that helps.My advice, stay right away from carpet call... if you experience any problems, it will be the biggest nightmare of your life. Don't expect the staff or store manager to help you. Best of luck!Hi Martin, Thanks so much for sharing your experience. I wish I have heard few days back earlier from you as I just signed up for the laminate floors with dunlop underlay and I may not be allowed to change my choice by my builder. I will give a go anyway. @ johnson, our builder is subscribed to carpet call so I have no choice , but go with carpet call. I particularly found it frustrating and ripped off where I have to pay same thing more to carpet call when going through the builder than directly going to retail shop. For example the dunlop timber cushion underlay is $11 per sm in carpet call website but I had to pay $15 per sqm to carpet call through my builder as I have to pay builder commission as well. To be quite honest I am a bit nervous about the product and service. will share in the forum how I go.

Hi I’m just wondering I laybyed a rug today in my local store, once I’ve paid and pickup if it doesn’t suit can I return it? It says no cancellation and no returns on the form but what if it doesn’t fit or suit the space??
1 answer
Hi Raquel, you can certainly cancel a lay-by before you receive the product however after you have received the product there is usually no returns or cancellations. There are exceptions to this on a case by case basis though you will need to contact the store you lay-by'ed from.

While waiting for my review to be approved, what can you do when u guarantee carpet fitted same week then tell you can’t be finished because no more carpet in our state???? We had to pay 100% upfront now have unfinished house. No one calling us back. Almost a week since the day it was meant to be fitted. It’s at the point now where finishing the job completely is not good enough. We have never had such all around disappointing service.
4 answers
Check out the Consumer Affairs website in your state to see what recourse you can take. If payment was made using credit card, contact your bank to see whether they can Charge it back to Carpet Call as not receiving your product.Dear Jorja, what is your invoice number? If we cannot supply we can usually process a refund.Well that’s awesome. Leave the one room not done. I’ll let the tenant know that in the house they pay rent for one room will just be cement. Read our review. If you contact Glen the state manager I’m sure he can fill you in. People should not have to pay 100% upfront and then have to chase YOU GUYS to finish the job. This type of service is just not acceptable. You take people’s money without even so much as a “sorry” and people are just meant to accept it. Not. Good. Enough.

Can you please confirm what the terms and conditions are for canceling an order and requesting a refund? The deposit was placed 24 September for hard wood flooring for installation in November. Measure was completed 31 September. We have been in discussion with the store but we would like to understand our options as we proceed. I have been advised that I will be charged 20% of the total supply and install price if I cancel now.
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Dear Karbee, it depends on a number of things however if you provide your invoice number and store you dealt with I can look up your job and give you an answer.

I was told that cortex was 100 percent water proof but reading the contract it stated that no water was to be applied to the surface of this product . How do you clean it if no water is to be used?
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Cortec is the latest generation in flooring and it is a fantastic product. While we are confident in the product itself being 100% waterproof we recommend that customers don’t over apply water to any floating floor as any water penetration thru the boards and onto the sub-floor is not desirable. We use these terms on our invoices so customers are cautious. Water can be used to clean the floor with a well rung out mop with water not directly poured on the floor. When cleaning any floor the area you have just cleaned should be dry within a couple of minutes and no pooling left.

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