68 questions from our users
Today my husband and I looked at laminate flooring at Carpet Call. We were very happy with the help we got in store; however, the instore pricing of the Parador 1050 range was $35 per sqm but it's only $28 online. Also we were quoted $10-$35 per sqm for underlay! This is the price listed on the products. Online the underlay is $11-$16 (for the decent Dunlop etc.) Why is there such a difference in the cost particularly the underlay? I think expecting up to $35 sqm for underlay is ridiculous. There are some underlay available at building supply retailers which have good warranties and similar properties that work out to be about $5 sqm.
We are more than happy with the laminate floors but don't think we can justify the asking price for underlay.
Dear Jessica, without knowing the specific details of the price you received, it is hard to give you a informed response. The online price is pick-up only and supply only with no floor prep, scotia o...r trims included. Are you intending to install it yourself? What store did you deal with?
I would like to know why you expect us to pay for something in full before we get it? Just not right. I had work sipply and install by an electrician yesterday who we eill be grtting the invoice for in the post shortly. Not even a deposit. I completrly understand a deposit but will not accept paying the full amount prior. It is unreasonable. Im sure you dont pay your layers before they have completed the job.
Very dissapointing that i wouldnt have even been told this until much later. It was only that i asked the question when about to pay a deposit.
Thank-you for your question.
Tradespeople handling large sums of money can put them in a vulnerable position for their safety. There are also security issues with handling credit card numbers. The b...
I havent got to that stage. Pulled out just as about to give deposit when found out psyment expected prior. We were looking at vinyl planks - not cut into the day.
Happy to pay credit card after the...
Can somebody please call me re getting my carpet laid. I am totally frustrated with lack of service and waiting around. 0417 221119.
Dear Catriona, We have followed this up and believe it is being laid today.
I have found the people in your Indooroopilly store to be extremely poor. Not only did they delay the installation of my flooring, when they did eventually come to install my flooring they only installed the one room and refused to do the other one. After threatening to have someone else complete the job, they eventually installed the flooring in the second room, but in the process did not clean up after (leaving a lot of mess) and damaged my wall. I have spent the last few months trying to get them to remedy the issues, but so far they have just ignored my emails and requests to have the damage repaired. I have tried to contact the company through Facebook and I all get told is that someone will contact me shortly. What do I need to do to actually speak to someone to have this issue resolved?
Hi Nick, I am sorry to hear about your poor experience. If you can reply with your invoice number we can follow this up and have someone call you.
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. Best of luck!
Hi,We are building a house in Clyde north, Melbourne. We have selected a dark colour in our galary day, now we want to change it to creamy colour, I looked your website, there is not product code and not much ranges to see. How can I do this?
actually we are living in Darwin, so we cannot visit your store from here. please help me to select the colour we want so we can let our builder knows. Thanks
Hi Mandy, Please go to https://www.carpetcall.com.au/contact-us/ and submit a form. Someone will then be able to help.
Guy who came to do measure wanted me to lock in the order on the spot. He said if I paid a deposit today & later changed my mind there would be no issue cancelling the order. On 18/4 we paid 40% deposit for our floors via EFT, however I had to visit the store 23/4 to sign new invoice due to error. The salesperson also said that he would visit my house to re-do the measure & check our floors before anything happens. My order is only a week old & not scheduled to be installed until late June. I called store 30/4 to cancel my order & was told that I would only get a store credit. Why wouldn't I get a refund of my deposit if the floors haven't been cut or part-installed? Nowhere on the site or in T&Cs on my invoice does it say. I could only go off what I was verbally told. The reason for my refund is that we were provided with no info on the life-time warranty & after doing independent research to locate this info, I have discovered that it's not a suitable product for us. Please advise?
Hi Lisa, What is your invoice number so I can follow this up?
Invoice number 59404 (changed to 59406). Prospect NSW store.
Hi Guys, If I have paid deposit of $2200 for the product around 6 months ago and needed to be installed in March 2017, if I don't want to go ahead with that, should Carpet call possibly offer a refund ? or do they keep that 20% deposit ?
Dear Entique, It depends on a few factors. For example if the product was cut or especially ordered in for you. What is your invoice number and store that you dealt with so I can look this up for yo...u. You can email this information to firstname.lastname@example.org if you wish.
I have emailed on (email@example.com) as requested, hoping to get a resolution ASAP. I am sure other customer's will be eager to see the resolution.
As usual no response, so let's put it here !
Hi there, ...
We have had Parador laminate flooring in a new house for 4 months. Now we are finding chips and holes in it. The supplier wants to fill them with a wax product. ANy thoughts?
The filling of scratches and chips in a floating floor is something that can be done very successfully with the wax repair kits available today. The use of this product is considered standard industry practice.
Hi, I have been dealing with carpet call & am quite unhappy with the service. We had carpets installed in 2015 & last 3 months we Have had nails coming out where the carpets meet the doorways. It's been quite painful & serious as both our kids have had cuts leading to some serious bleeding. When I addressed this to the after sales area I was advised nothing could be done & it was "normal". How is having nails sticking out of carpets & causing injury normal?
Hi Meera, that's terrible and not normal I wouldn't think! I have kids too and would be mortified if this happened. My carpets were super neat and nothing protrudingst all, the doorways were neatly fi...nished with a metal cover, no nails sticking out, Infact i was told should anything go wrong with job that they guaranteed to fix it unless it was damaged by my cat scratching the carpet. It's crazy to leave nails in a state that can hurt people. I would call head office or deal directly with the store that did job. I only dealt directly with store.
Dear Meera, I am sorry to hear about the trouble you are having. The pins that are under the carpet and on the edges of the room is called smooth edge. This is the part that holds the carpet in place...and ensures that the carpet is stretched so it doesn't become loose. We can certainly hammer these down further however this can risk the carpet becoming loose. What is your invoice number and the store you dealt with so we can follow this up and speak to you so we can resolve this for you.
Hi, that would be lovely. The invoice number is 006 851 37161 . We bought it from the Artarmon store in NSW. It was paid for on 27/8/2015
So, will someone contact me with regards to checking this problem out.?
Hi there, I put a deposit of $840.00 on a a carpet I chose, they rang me a week later saying it wasn't in stock anymore, and did offer for me to choose another carpet. I didn't find a colour I liked, so I asked for a refund.
The polite staff member said that he had to get the approval from their state manager. There is a problem here, the state manager, has been sent emails, from the head office account, phone calls by the store manager, to get the ok, but this state manager , must be missing in action! I have also left a message on his phone, only via the call being transferred to him via head office accounts and straight on his message bank. I am just wondering if you have employed an invisible state manager, and your paying someone who doesn't exist. This is now the 3rd week, I am waiting on my refund. It's not the poor accounts ladies fault or the store manager. Should I go to a current affair and see if they can locate him? Please advise?
Hi Roseanna, I believe you have received your refund. I am glad it is resolved and apologise for the delays.
we decided product and paid 40% deposit and price locked down and they agree not to increase the price.
The installation date is after one and half month. now they come down with the extra costs after measurement the house, so we don't want to proceed ahead.
The shop is saying that they can't refund the deposit back(40%). Is this correct as per cancellation policy?
Now, How much I need to pay for cancel the product. And what are the cancellation policy?
Please, reply as soon as possible.
Dear Ankita, If your product hasn't been cut or partly installed, you can cancel at any time.
If I have paid deposit of $2200 for the product around 6 months ago and needed to be installed in March 2017, if I don't want to go ahead with that, should Carpet call possibly offer a refund ? or do they keep that 20% deposit ?
Hi Eddy, give me your invoice details and store you dealt with and we'll investigate.
I am very disappointed now, as just got to know that when we booked this product on 18/06/2016, due to better price and deal and thought we won't be paying anything extra and the total came t...o $11k with 20% deposit paid at the store. However, recently we got to know that they will charge us extra for some ardent glue or something, my question is both the people who helped us that time don't work in Moorabbin store, new person James helped us but told me if I would cancel I will lose all the deposit. we are so much disappointed that we now have to pay another $1k due to that issue. My only concern is why this was not communicated to us before hand so that we may have prepared or cancel if we want. I am still happy to go ahead with carpet call, but not happy to pay that extra money, and I am sure company like carpet call can afford to keep their words what offered to the customers.
Hi Entique, your reply is a true eyes opener. We are building right now and in the pre start level. We would like to use carper call and actually going to put a deposit later today! but after reading ...your reply im just going to wait for what carpet call going to do to help u. Imnot going to support a business that doesnt back up or help a customer like u. Since u are spending quite a large sum in there , that what at least they could do.what happened to u could happen to me when my house is ready somewhere in Dec 2017. Carpet call, just so u know we ur potential customers are reading and aware, keeping notes about ur possitives and negatives. Take care of the currents and old customers so the new ones keeps coming.
I had an issue with the carpets , I have been contacting jacob and tony in perth store but I have got no updates as I have been ringing them for last 3 months and no one bothered to call me back ,this is ridiculous who am I supposed to contact?
The best advice I can provide is to seek Department of Fair Trading advice. That will get the ball rolling!
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 much help. Best of luck!
hi Johnson i have created a complaint page as " carpet call complaints " i please like you to write your comments and feedback
Hi! Had carpet laid in 2 houses through the Narre Warren store and were rapt with the assistance, advice and help we got from Kyle. The carpet layer did a wonderful job and like other customers remarks we cannot see any joins. I would recommend Carpet Call. Was wondering if you can tell me (have forgotten) what is the "make up" of your Cashmere carpet please?
Thank you for your positive comments. Our Cashmere range is 100% Anso Nylon and carries a 20 year warranty on soiling, staining and quality assurance. Please contact your local store for a copy of the warranty. ...Best Regards, The Carpet Call Team
I love your selection and I utilise you all the time, with my Interior Design business, I'm upset to have to even discuss this, but I know in my own business, when my staff aren't performing in a way that I want people to respect and like that I would definitely want to know.
I have a incredibly important client. He paid his deposit of $5620.00, and then was demanded to pay the remaining amount of $8400.00, prior to installation, otherwise the job on the 16/12/15 would not be completed. They not only did not arrive, the the absolute lack of communication is worrying, as I'm sure you would understand .This was at the Moore Park location. I truly need some communication and need this done on Friday please. I don't want to feel bad about the company! As you are all so usually wonderful.
Please respond ASAP.
My client's email is firstname.lastname@example.org
Amount was paid.
Dear George, Thank-you for your question. We did indeed contact your client and advise the problems that arose with the uplift of tiles before we could lay the flooring. We have spoken to him again ...this morning and have made arrangements to get the majority of your floor down and we are also making arrangements to sort out the tile uplift issue. We apologise for the confusion and we are working vigorously to have your issue resolved as soon as possible.
If I have two complete rolls of underlay left over and on site by the installer from the job how much refund can I be entitled to when carpet call eventually pick it up? Could the same miscalculations have occurred with the carpet?
You are charged by the square meter not by the roll of underlay which is measured, planned and signed by the customer.
Our carpet was also over measured by Carpet Call. It's an absolute RORT! Very dishonest. The best step to take is to go to the Department of Fair Trading and investigate the situation.
please post your comments on facebook carpet call complaints page
Australian Consumer law states that a contract is unfair if it ask the consumer to pay before completion of work. See extract below
Payment before completion of work
A number of contracts required the consumer to pay the price or the balance of the account prior to installation. The normal right of consumers is to pay the full price only on installation, and if the product and workmanship are satisfactory. Consumers should have an opportunity to inspect the work before payment.
The following terms would normally be considered as unfair:
Please note you are hereby accepting the C.O.D. payment to the layer as detailed above, and all the conditions on the face hereof. ##You will be required to pay the balance of the price on collection of the goods or prior to installation of the goods.
Why is Carpet Call still asking for full payment before installation on contracts?
Thank-you for your question. ...Tradespeople handling large sums of money can put them in a vulnerable position for their safety. There are also security issues with handling credit card numbers. The bullk of our payments are by Credit Card. We try and remove these risks by asking the customer to complete the payment over the phone with their credit card. This does two things. It protects the customer as if they are not happy with the installation and feel they cannot resolve with Carpet Call, they contact their bank and lodge a dispute. The bank will refund the money to the customer’s credit card. The customer is protected. We do technically start the job days before it is laid by cutting carpet for the job. We pride ourselves on exceptional customer service and we follow up every installation with a phone call to both get feedback and ensure the customer is happy. Do you have a problem with an install that we can help with? If you are unhappy with a job we have done, we would love to hear more so we can resolve your concerns. PLease provide the job number and store you dealt with so we can help. Regards The Carpet Call Team.
they make you pay so that when they damage items you cannot not pay , we paid by transfer and they damaged a room. They will not follow up and try to ignore you so you go away.
It is unfair to the consumer to be paying upfront. The consumer has a right to make final payment once they are satisfied with the carpet and carpet installation. In laymen's terms CARPET CALL IS A RORT> BEWARE AUSTRALIANS!
Hi there, I am yet another unhappy customer of Carpet Call.
Firstly I was very angry that no one arrived to do final measure up and quote after I had already put down a $600 deposit, a hefty sum for me as I am a pensioner. I actually had to call your store in Narre Warren to ask what was going on! Very unprofessional. Apparently the manager ([name removed]) was away sick and had taken my invoice with him, ([name removed]) came out and measured up instead.
Ok fast forward to install of carpet. The layer did a great job with the carpet. But when it came to butt the carpet to the tiles, as ([name removed]) advised me he would, the carpet layer told me he couldn't do this as a metal plate hadn't been laid under the tiles when installed. I should've been told this when ([name removed]) came to quote! He was not thorough enough. The carpet guy put whatever trim he had with him down. Now I am left with a trim that doesn't match the rest of the trims in the house. I am pretty annoyed about this. Please sort this out?
Hi Stormseeker, I am sorry you had so much trouble at our store, would you please reply with your invoice number so we can look into this.
Hi there, my invoice no. is 63534
Hello is anyone there? It's been two weeks since I provided my invoice details and haven't received a reply from Carpet Call. Your company 'prides itself on great customer service?' Are you kidding me...! Carpet Call don't know the meaning of the word! You're all about money and shafting honest & hardworking people.
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