Carpet One Kotara (Newcastle) delivered beyond and above our high expectations. The shopfront staff in are personable and professional: gave us plenty of time to make our choice. They have an excellent range of floor options installed in the shop to help and were more than happy for us to take samples home to help our final call. We replaced… Read more
carpet on stairs, landings and 2 rooms with hard wearing vinyl. Chris who came to give final advice and measure impressed with his knowledge. Installers, Trent and Beau, bring numerous years of experience and were amazing. Easy to have in our home and the job they did is 100% - they cut in seamlessly. Sean also came to sort out an unforeseen complication - which he solved. We visited 2 other flooring shops before Carpet One and while happy enough with service and what they had on offer, Carpet One was an easy choice to go with. Can highly recommend...and no, I haven't been offered a bribe :) PS I know people tend to write reviews if they're either very happy or disappointed with their experience. I'm interested that Carpet One has so many negative reviews; though not for Kotara (Newcastle) - our experience couldn't have been better.
- +5
Poor Installation and Terrible Customer Service – In 2018, Carpet One installed carpet in our home. Within six months, the carpets in every room began rolling. Although Carpet One returned to address the issue, the problem resurfaced just two months later and has persisted ever since. Recently, I brought photos of the rolling carpet to the store, only to be told that the business was sold in 2022… Read more
and any installation issues should have been resolved within one year. They also informed me that any further fixes would be at my expense.
I requested an inspection from the manufacturer, who determined that the issue was due to poor installation, not the product itself. As a consumer, I feel completely let down, caught between the retailer and manufacturer, with neither willing to take responsibility. My experience has been frustrating and disappointing.
I strongly urge anyone considering purchasing from this store to think twice. Based on my terrible experience, I cannot recommend them.
- +7
Steer clear!!! – This was a review I really didn't want to be leaving. After finding a vinyl flooring we liked here back in October, we paid a $4000 (50%) deposit on what we thought was going to be an entire house of flooring replacement. Only AFTER paying the deposit did we get told that there would be "possible extras" of floor skimming, coatings and other stuff… Read more
that was possibly going to stretch our $8000 quote to over $15,000!!! To save ourselves the possible over-stretch of budget, we decided to only complete half the job and leave our carpeted bedrooms as is. We then were required to organize our own floor stripper and because carpet one only had floor layer who was on holiday at the time, we had to deal with dusty concrete flooring for 2 weeks until they could get the job done. During this time, we took advantage of the bare flooring and decided to patch, repair and repaint our house. We were initially told that the job would take three days to complete. The 1st day would be to skim coat the floor, then it would take two days to lay the vinyl. After the stripper took up the existing vinyl, the concrete was found to be in good condition and it was decided to be safe to forgo the skim coating and lay directly down. The job was scheduled to start on Monday 2nd December. Without any notice of time of arrival, the floor layers arrived at 7am. We had to rush to get the kids and dogs up and out of the house and sent them off to school with no brekky as they started pulling the kitchen doors off and we didn't want to be in their way. It was then, we were informed the job would only take one day. We thought great! We left the house for the day so the boys gould complete the job. We got a call around 2pm saying the job was done so they locked up the house and we made our way home. Upon arriving home, we were devastated! The house was left in a complete mess. There was barely any attempt to clean up the dust, there were marks all over our brand new walls, chips and holes taken out from the plaster, door frames and skirting boards, holes in the silicone, planks that had been sliced incorrectly yet still laid down, they had broken a mechanism on one of our doors and another sliding door would no longer open and we had brand new feature walls painted which also had dents and scratches... This was just to name a few things! Obviously, we immediately contacted carpet one via email with over 2 dozen photos. We didn't hear a single thing from them. The carpet layers contacted us the next day after carpet one had just forwarded them the emails and they admitted to the breaking of the door mechanism but denied everything else. They did however offer to re-silicone the flooring which they completed. Still, we did not hear a peep from carpet one....until the invoice for the remainder came in. They still tried to charge us for the skim coating of the floor which was not completed and there was no mention of any type of compensation or even an apology for the damages. They stated that they held no responsibility for the damages and this needed to be sorted through the floor layers...yet carpet one was the people who hired them and the collectors of the money! UPDATED PORTION; After being told that we needed to negotiate with the floor layers as it was "not the responsibility of carpet one" we were offered $20 by the floor layer... That's not a typo, $20... Obviously we did not accept this. For the next little while, we waited for further communication but only received emails requiring us to pay the remainder of the invoice. We continued to wait until finally we received a phone call from the owner of the company on 11th December. Initially, we were accused of being dishonest about what had happened and the timeline of which the events occured. The phone call got quite heated as we urged them to review all written communications properly before accusing us of dishonesty. I was told to "calm down" and "this isn't a yelling match" but what does one expect when being told that I was a liar even with thorough communication and photographic evidence? Finally, the call was concluded with the option that would seek quotes for the repair of damages. Because it was nearing the end of year, it was very difficult to obtain anyone who had the time to complete the job. We had two carpenters who refused to offer a quote and one that exceeded the amount even owing to carpet one. This brings us to early January where an agreement of a $1500 reduction of our invoice was reached to compensate for the damages. Carpet one have requested that we remove this review but after reviewing what was initially written, I realized we had so much more to add and I 100% stand by my words. This review is based purely on facts and not opinion and I would stand by it in a court of law.
Reviews with attachments
Bad quality and bad installation – I live in a retirement complex where Carpet One does all of the flooring for all of the homes. I understand why they are being used as they are obviously the cheapest quote - but you get what you pay for Gemlife! Their 'luxury' carpet is simply not luxurious. Worse then the quality though is the installation - by their own people. Carpet not cut… Read more
to fit room (leaving gaps against walls), either no underlay or the thinnest ever produced, nails sticking out through carpet causing injuries, joins between pieces not flat and aligned, and transition to non-carpeted rooms lumpy and unsightly. Do not use them! If this is the quality of their work on a large project imagine how little they will care about your single family home.
Sales and quoter good Capet layer and follow up disappointing – Reused old aluminium carpet strips to finish off carpet edges when rubber joins were asked for and quoted. Rang Mitchell branch and were told they were busy and to send an email. Email sent but heard nothing. Same scenario 1week later. On the second week went into store. They reluctantly said they would send someone out to have a look. He agreed the strips needed to be replaced by rubber joins. This is what we were left with. Show details
- +1
Alfresco outside sun & heat protection – As a returning customer, I found throughout the whole process from consultation to installation CC Carpets, Blinds & Shutters ensured the right product for our specific needs and application. The quality of our exterior blinds is exceptional. Show details
Positive reviews
Great service – Great service from a locally owned company. Exceptional attention to detail and I couldn’t be happier. Thank you Kellie, Mick and staff. A special mention to Chris who laid down our hybrid flooring, thank you, excellent attention to detail. Show details
Carpet One Newcastle – Really happy with the carpet suggested as an alternative to a carpet which was out of our budget. Carpet One listened to what we wanted and gave us the best options. From the sales team to the installers, everyone made sure we were happy. Thank you
Happy customer – I recently engaged Carpet One to install engineered timber flooring throughout my unit. I couldn’t be happier with the result. Lindsey was most helpful from start to finish and communication was always good. We had a minor issue to begin with but was resolved quickly and efficiently by Ron and his team. The tradesmen concerned were obviously masters of their trade. Thanks to all, Jeana
Negative reviews
Terrible place stay away – Terrible service. Rude They won’t bother with you unless you are spending a lot of money. They treat you like you’re a nuisance. Wouldn’t bother with them ever again. The Manager is as rude as they come
[Content Removed] manager – The initial process with [Name Removed] from Redcliffe carpet one was easy, he sent me the invoice for $1380 to carpet a small lounge and 2 bedrooms, I paid the bill. THEN the carpeting day rolled round, it turns out I only paid for carpeting in 2 bedrooms. Partly my fault, I should of checked the invoice. I was at work at the time, my friend was… Read more
overseeing things, so when they went to take off after the bedrooms were done, that's when the confusion started. Why I give them one star starts from there. [Name Removed] was great, he even offered to get the lounge sorted for free. The manager, however, of Redcliffe carpet one, was rude, and told me he would do the lounge for $1000 more (small 2bedroom unit lounge), and I was lucky to have it at that price. I was taken aback by how unpleasant the exchange was. I informed him that I had quotes that were around the $1800 mark for the lounge and bedrooms, he told me he basically didn't believe me. I think his name is [Name Removed]. Anyway, what could I do, I needed the lounge to be done, with that same carpet. Again, it was the conversation with the manager and how he told me I was lucky to be paying for the whole thing for only $2380.
Go elsewhere – Booked date to replace carpet, sent in plans etc for dimensions via email. Rang to check it was still happening on the specified date only to be told that they don't check emails so hadn't bothered to book it in. Was then told it would be another 2 weeks. No sorry or anything. They clearly don't want your business. After reading other reviews here I believe they did us a favour. Go elsewhere spend your money with a reputable company!
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Recent reviews
Terrible service – Unfortunately I am not happy about the way this job was handled as the vinyl plank installers didn’t show up on agreed day and the carpet layer installer didn’t provide the service as agreed to or provide a final receipt for payment made on the day.I would never use this Business again. Show details
Houdini company after taking my money – They eventually turned up. Layed some of my requested carpet. Told us they ran out of carpet and haven’t seen them since! They don’t answer phone or return emails! Quick enough to take my money though. Carpet one Lithgow. Give them a body swerve. Terrible service. Show details
HORRIFIC EXPERIENCE - AVOID LIKE THE PLAGUE – Installer doesn't show on 3 booked occasions with every excuse under the sun; then arrives with the incorrect product. Fourth booking he makes then cancels the night before because he needed to complete his current job and wants to rebook, again. If you are employed and needing to continually take time off work this is not the people to deal with as it will cost you a fortune in lost wages let alone your sanity. Show details
Extremely disappointing – I booked well in advance to have the flooring laid. No one turned up at the time & day. Do not give carpet one your business. Did not have stock in store- even carpet one needed to order the flooring into the store. Do not give carpet one your business. Show details
Terrible job, terrible customer service, terrible experience – Store: Carpet One CBI Blinds - Mitchell ACT Carpet laid but with faults, carpet layer cut fibres and left holes in carpet. This was confirmed by carpet supplier rep. Suddenly communication between Carpet One and myself became a problem. The store manager/owner no longer accepted phone calls and response to emails required multiple reminders before… Read more
a reply was received. Finally the faulty/ damaged carpet was replaced but unfortunately the carpet layer laid one section in the wrong direction. Will they fix this? No, and that is what we are left with, Carpet One don’t care, my wife mentioned that she would put something on social media but [Name Removed]? didn’t seem to care. Photo of poor join we are left with.
Terrible customer service, disappointing product installation – We had carpet installed in 2 bedrooms 10 months ago by the West Gosford store. We sere told the join may be visible initially but would setttle well and not be noticeable by 6 months. We are now 10 months after installation and the join is VERY noticeable. We have had carpet installed in other properties over the years and have never had a… Read more
noticeable join. I contacted the strore who were completely unhelpful and advised us we would just have to "put up" with it. Very dissapointing. Poor carpet and laying. Avoid W Gosford store.
Terrible customer service – Went to two different stores to get a measure and quote. First store was kotara NSW and was advised they wouldn't make trip to me for just one room and asked me to measure myself and email. I did this with no response. Second store I went to was Thornton. Picked out a carpet in store and when I called to go ahead, was told I would need to come… Read more
back in to show them the carpet. I advised them over the phone then never heard back about coming out. It would seem this company don't want work.
I wouldn’t even give them 1 star! – A jaw dropping disgrace of an installation- huge scorch mark right through the join - which runs down the centre of the room! So incredibly disappointed and would never use this company again. Management uncaring, unhelpful and unprofessional.
Bad customer service – Nails sticking up near door. I asked them to fix it. Their advise. I have to get a hammer and do it myself. It’s there installation. Won’t be using them again!!!
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FAKE REVIEWS – Sales rep from Stafford Branch came out to my home and I received a quote the next day. It was very expensive. I thought over $300 more than other quote, but looking again I found out $400 more. Rang the sales rep , to see if they price matched, but didn't answer. Rang again later that afternoon and when he answered asked him why he had not… Read more
replied. "oh, i was out of the office" !. Said he was expensive and he mumbled about competetive prices etc....All a load of.......Hung up and thought I would check reviews only to find on Google he had reviewed himself and guess what...He gave himself 5*****. How many other reviews are fake I wonder.
CarpetOne - One store to avoid – Do yourself a favor and go somewhere else. [name removed] talked with us about an ax-minster and shutters for our media room. If this went well, we would use them to install shutters in the rest of the home. Guidance regarding color considerations was good, and that's when it all started going wrong. The recommended edging from the carpet onto… Read more
our tiled floor was wrong. Like so wrong! Luckily the installer was a specialist from Sydney and he rectified the problem.
The shutters came and were fitted so poorly that the manufacturer attended to rectify. Still looked like rubbish that had been hung for decades with uneven gaps and poorly closing doors. Manufacturer then sent in a fitting specialist to have another go. Situation improved, but a couple of the doors have to be lifted to close property.
All the time CarpetOne Springwood was wanting to get paid even though they never attended to look at the issues and never called us to see if we were happy, or otherwise.
Save your time and money and shop at a store that actually looks after you with continuing customer service.
Excellent luvvum – Thanks Emma. You,ve done it again. I end up always back at the underwood store, this time for my new carpet,which looks lovely. Your carpet fitters were excellent your shop staff obliging and to top it off-you helped me out by sending one of your fitters to readjust all the plantation shutters, putting up curtains and poles with patience and accuracy all good time for Xmas
Excellent customer service when quoting – Punctual to quote, informative and helpful when quoting. All carpet swatches available at quote to view. Will be using them for sure!
Perfect job - and I mean perfect! – Lithgow Carpet One installed carpet in three rooms of my house yesterday - the installer was friendly and his work is A1 - I really couldnt be happier. When I was choosing the carpet at their store they were knowledgeable and provided me with a lot of guidance and advice - thanks guys!!
Unprofessional service, foul language – I don't usually write reviews, but I was shocked by the unprofessional attitude by the men that turned up to install my timber floors. Firstly they arrived late. They were very scruffy looking and spent the first half hour smoking and using the most foul language. I felt very uncomfortable having them in my home. They continued throughout the job… Read more
swearing and behaving like children and stopped numerous times to smoke. Some of the finishing weren't completed, but I let it go because I would never trust these people to be in my house again.
Quality all the way from Lithgow – Starting with the initial contact with the delightful Cathy, my experience with Carpet One Lithgow team has been the provision of exemplary service, quality product and installation. Owner Dean provided prompt, courteous measure and quote, also offering knowledgeable assistance and guidance re negotiation of the multitude of carpet choice… Read more
decisions. During the tedious colour decision process Cathy demonstrated calm helpful patience and friendly humour. Installation was commenced with the punctual arrival on designated day by Luke. Careful consideration of freshly painted walls and general respect of the home during carpet laying makes Luke the perfect tradie! His friendly demeanour, compounded by a highly professional outcome on the floor, smoothed a potentially anxious process to a great result. This team ticks all the boxes and I having no hesitation in highly recommending them. Quality all the way!
Poor Service, Rude staff Carpet One Mitchell – I ordered and paid a deposit for 3 bedrooms and a loungeroom. The chap that measured and quoted was lovely and so was the Sales Lady. In view of the amount of furniture we had to shift it was decided to carpet 1 bedroom and the loungeroom first and follow on with the other bedrooms a week or so later. After deciding we would pay to have rage… Read more
furniture plus a piano moved it was suggested by the sakes lady that we have it all done on the same day which suited me well
Carpet layers turned up, refused to move furniture as it wasn't on job sheet. Only had 1 bedroom on job sheet and so they left. I rang the store and was told it was my fault by a very rude manager but later found out that their computer hadn't been updated. He hung up on me when I tried to explain. I rang again much later in the day as I had heard nothing and was told they probably wouldn't get around to laying my carpet as I had been rude to the manager. I can assure you I was not. Their attitude was terrible. Eventually they decided it would be completed the next day with them moving the furniture. I had paid $100 per room and an extra $150 for the piano, totalling an extra $550
When the carpet layers arrived they were very rude and didn't even bother with a good morning. I offered cold water, tea and coffee which they answered with a very grumpy no.
I would never, ever go with this company again.
Poor service – Our house was flooded by a burst water pipe two rooms had to be recarpeted, simple I thought but no. They sent out a rep he measured the rooms up no problem. A couple of weeks later he came back after quote was approved by our insurance company so we could select a colour, seemed straight forward. Then finally the installion day arrives cannot… Read more
believe it they installed the wrong carpet in our house belonged to the next job, the installers picked up the wrong carpet. So they ripped it up and came back with the right carpet. Surely I thought finally finished but no. They showed us carpet too narrow for one of the rooms they had to carpet. So in one room their was a join right in the middle of the room, which lifted because it was not joined properly. Back they came fixed the join. But we complained to our insurance company again. So I went to their showroom and selected new carpet that actually fitted the room. Simple I thought but no, unfortunately due to no fault of ours we now have to connecting rooms with different coloured carpet. I find the level of service we received to be unacceptable.
Great service from Carpet One Stafford – I've just had our bedroom carpeted by Carpet One Stafford and they've done a great job. Helen and Dennis were great to deal with when we were chosing the carpet and organising when it was to be laid and the guys who laid it were punctual, pleasant and did a great job.
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