Reviewer Photos & Videos
Installer was top rate couldn’t have been any better or more considerate. Suppliers not so good sending the wrong flooring he and my wife had to drive to the suppliers to pickup the right flooring
Very bad experience
Yesterday on the 5th of May,2021, we visited Deco rug The Grove centre, Liverpool store to buy an area rug for our living room and had an extremely shocking experience. We had done our shopping there in past, always found their staff very courteous, but this time it was totally opposite. The salesperson who was trying to serve us was very annoying and pushy and coming too close for our comfort and a safe distance. I asked him politely to give us time for making our decision. I think he did not like it at all and became very rude. My husband was...just checking the rug's backside, he accused him of damaging it. We told him that we have come into the store for shopping not to vandalise it. He was not interested to listen and started talking in a very insulting language. When one of their female staff members realised that he could not justify his accusing behaviour on his own, she came to defend him. It was obvious that they were trying to intimidate us with their behaviour. We have never had this kind of horrible experience in any other store. We have been ourselves running a retail business and know how to respect a customer or even handle a difficult situation in a friendly manner. We have decided never to go back there or recommend anybody to visit this store. I will definitely give my review on other websites, but I also wanted to let you know as well, about this experience we had in one of your stores.
Good Old Fashioned Customer Service
We met Angela at the store who was incredibly helpful with good advice but ensuring we made the decisions and weren't pressured in to anything.
I didnt feel like we were being sold to but we were guided into the appropriate purchase to get what was right for us. We unfortunately picked a product that didn't have enough stock left and then one that was discontinued just as we went to place an order but through it all they followed it up and helped us navigate through it and we now have a floor that is just want we wanted.
They (Angela and Al...ex) were so good and so well priced that we have gone back to get our blinds/shutters from them and found their brand of service so much better than the so called service we got from another well known blind and shutter supplier. Great job team
Amazing product and great installer
Absolutely stoked with our new hybrid floor! Looks amazing. Gerard the installer was also absolutely fantastic, helped us out with some issues with our under-flooring and was very friendly. Great job!
Fantastic service and a price to match
The sales staff at the Auburn store lead by Akmal was friendly and courteous and they made the time to come out to our house and provide a quote in person. The flooring product was great quality and the installation staff were very experienced. They also did a great job discounting our whole house flooring upgrade.
We done to carpet layers / floating floor / Marsden Park salesperson
All good great HAPPY every one we had contact it was great Roy and Troy carpet Gerard floating Les salesperson
Excellent installation and service by the Tuggerah staff!
The installer completed our floorboards for our back room in a timely and professional manner. The finished job was perfect! We couldn’t be more happy with it.
It’s exactly what we wanted. The salespersons communication skills were very helpful!
Extremely Bad Service
I had laminate flooring installed into my unit three years ago.
All was good for the first 12 months, since then I have had nothing but trouble with both the flooring and the staff.
Deco Rug have sent several people out to inspect the problem. The last complaint I made was 14 months ago and I am still waiting for this to be rectified. They do not return calls, or answer emails. I am constantly having to follow them up. I am seriously thinking of putting this all in the hands of the Office of Fair Trading as I appear to be getting nowhere!
Very, very unhappy with Deco Rug, would never recommend them.
Blind did not fit and they do not respond
I was asked for full payment before delivery and installation.
I said "what if you don't deliver or they are wrong?"
I questioned this and was told to pay up or I would not get my blinds.
I paid, I had no choice.
Wouldn't you know it, the biggest of three blinds does not fit.
Decorug does not want to know about it, they do not respond.
Installer knew there was an issue before he left but they want me to justify their defective blind.
I think they make things hard for the customer hoping you will "just go away".
Now I have to fight them, I just do not have the time but I will.
So sad really...............
Excellent customer service, very professional and friendly
Professional service from the in store people to the installers, thank you so much...great communications regarding installation and times.... very happy
Smooth and seamless all the way
From Simon at the store, to Saeed the PM, Head office and Gerard the installer, everything went through smoothly. Communication passed from each stage seamlessly. Pricing was good, loved the flooring and our installer, Gerard was efficient and highly skilled. He even covered a step/landing, cleaned and took all the packing boxes etc with him!
Couldn't have been happier.
What a fantastic job Ryan and Adnan did laying our Hadron Hybrid Flooring. Ryan's eye for perfection is second to none. He was always asking if we had any questions and he fully explained everything when going through all the different processes. To say Ryan and Adnan exceeded our expectations is an understatement. What a brilliant business future you two have. DecoRug are very lucky to have you two respectful guys working for them. Louisa & Graeme
Excellent service and support
We purchased and installed 3 rugs (after returning one to allow for size requirements) and are very happy with the outcome.
Service from Klara Odisho was especially appreciated
- Physical store
False promises and worst post-sales service
I was excited and happy with my experience with the Sales at Nunawading Decorug, but after that, it was downhill and been a real disappointment.
Firstly was signing the papers in November 2020, and had to wait until the end of January 2021 to have this installed. And I do understand the impact of COVID-19, but it has been on me, as a customer, always writing and calling to follow up on an update (I have emails/ phone records to prove this)
Secondly, I was given the date (Wednesday 27th January 2021) by their project coordinator for an insta...ller to come and do the work. I had to discuss and get approval from my manager to allow me to work offsite that day so that I can be there for the installer to come. I had to wait until 1.29pm until I called them up and that's when it was confirmed that no one was coming and Friday would be the earliest. And because of this, I had to take annual leave so that I can attend on Friday 29th January. What's worse was that I was promised compensation to keep me quiet (and by the way, there hasn't been any compensation or apology or word about this compensation. Absolutely quiet) On Thursday 28th January 2021, I haven't been contacted by anyone. So at 4.45pm, I had to call their office again, and finally a gentleman assisted me by confirming with the installer. It was then that I knew that someone would come the following day at a specified time. I feel really disappointed, and I hope that it was only my case. And this feedback will change Decorugs customer service experience for other customers.
Great service & high quality installation
We recently renovated our home and added an attic room. Ryan and Adnan did a beautiful job. They took detailed care around the tricky areas, explaining the process and were polite and efficient. We would highly recommend Ryan!
- Physical store
Shocking service! No Warranty!
Stay clear of this place - they are good sellers but that's pretty much it and forget any 20 year of warranty. My floor started to move after about 1 year and even though I was told it will get replaced I had to fix it myself. I also noticed a chip on the stairs which was attributed to the 'wear and tear' after a Decorug person couldn't pass it as a water damage or as-manufactured condition - he certainly tried. Not to mention that I was ignored for months - certainly avoid the Bankstown office they don't reply to emails or calls. After months of calling them I was told that they are not going to do anything as I already fixed the moving floor problem and the chip on the stairs is 'wear and tear'. Just stay clear of Decorug.
Appalling customer service - Liverpool store
I had carpet and flooring installed. Contractors were consistently late and did not turn up one day, the project management and planning was appalling (for instance they did not advise me in advance that I could not stay in my home), they put a hole in my wall and used poor colour matching on trim but are not retuning my enquires to address these concerns. Complaint sites are also down . Do not use!
BEST IN THE BUSINESS!!
I’d like to give a big thanks to Alex from the Decorug Prospect store for his professional yet friendly customer service. From the time I walked in to the selection of the products(Carpet and flooring for new home) to the installation process he was always there for any questions and further information that I needed. Nothing was to much trouble for him and he wasn’t pushy like some other flooring places. Installers were very professional and a cleaned up after themselves. Wouldn’t bother looking anywhere else the best in the business.
Excellent customer service by John the manger at Caringbah store
Excellent customer service at Caringbah by john the manager he was very helpful and professional with choosing our new flooring and rugs we will highly recommend
It’s this simple they are time wasters at Taren Point.The worst customer service experience I have ever had. How long do you have to wait for a promised phone call back to come out and do a quote? I’m not going to mention names. Poor handling on management side after three visits and four phone calls to the store. Recommend to go somewhere we’re they give good service and get the job done at hand.
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