- Bamboo Flooring
- Verified customer
Great sales team at Castle Hill NSW but I would rather rip up my floors than deal with them again! (Part 2)
The guys at the Castle Hill store in Sydney really know their products and do a great job in matching up your needs, but I will never set foot in their store again.
This is the second post I've made for this store after I was asked, by them, to delete my first review. I've kept my word there, but felt I needed to post the latest issue.
I had a small job to replace some bamboo flooring they laid 7 years ago - so using the original Carpet Court invoice from the first install, I ordered the boards as described. You can guess what came nex...t - the colour didn't match and this is where it went so wrong. When I asked for a swap, I was advised that as I had ordered the wrong colour, I had to pay a restocking fee. When I challenged this they told me they weren't responsible for an error made by the customer ..... even though I had used their own paperwork to place the order! How much was this restocking fee? 70% of the original invoice (!!!) but they said I could keep some of the wrong boards as 'spares'. For what? They didn't match the floor! Apparently, bamboo flooring can change colour over time but this wasn't mentioned when I first placed the order, nor was it suggested I bring in an old board to make sure the correct colour was selected given this possibility. I was told all of this after they'd sent me this exorbitant invoice as a reason why the colour was so wrong despite the product name being the same. Without making this review too much longer, the store subsequently saw my first review about the challenging customer service I received at the initial install, and contacted me requesting that I remove it and in return I would be able to collect the replacement boards at a reduced restocking fee. Um, these were goods I had already paid for? When I asked what if I didn't agree to this, they responded that I would be offered a partial refund of the original order, and I would need to find the boards elsewhere. Again, they stated this was all because I was the one who had been 'at fault' here and that this was 'just business'. Really? As someone with a background investigating the customer experience, particularly around retail, I know that this is most certainly not how to do 'business' and word of mouth is a powerful tool.
Exactly what we hoped for
After much deliberation we decided on bamboo flooring for our living room to complement existing flooring in our home. Michelle at Carpet Court in Coffs Harbour was very helpfull, loaning us samples etc so we could be sure before buying. Once ordered a fairly quick delivery and fitting time was arranged. The fitters arrived on time and were friendly, professional and did an excellent job within the time frame we were quoted. All in all we are very happy with our choice of flooring and would highly recommend Carpet Court Coffs Harbour.
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