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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.
- 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.
Amazing Service and Amazing shutters
Received amazing service and product with our plantation shutters. Alex from Decorug prospect was amazing in helping me find the right shutters fitted for my house - if you want excellent service ask for him. The job took 4 hours, which was shorter than expected and the did a fantastic job.
We had hybrid laminated flooring installed by our local Decorug store and were initially happy with the quote and selection of of the actual flooring. Our installer Gerard was fantastic, very friendly and even went out of his way to help us when we found a small imperfection on one of the boards. We were less happy with the overall service of the local store: calls and emails were not returned quickly and there has been no after sales follow up or service. The gentleman at Decorug Head Office was friendly and professional, but he was let down by several contractors not being professional.
Hybrid Flooring Godfreyhirst : Supply and Installation
We went to Decorug Marsden Park Store and we were assisted by Les. He also came to our property for measuring. He is informative and helpful. The flooring was installed by SRI and his boys. They are polite, friendly and professional and the installation was excellent. We are very pleased with the quality of their work. Higly recommended.
This company is literally the worst company I have ever bought something from. The customer service was atrocious and the way they have dealt with me has been absolutely disgusting. 1 year ago I had floorboards and carpets installed. That definitely was an extremely painful process as the company took 3 months to come and install it, I would've thought after that terrible experience and complaining future problems would not arise. I clearly thought wrong. Almost 2 months ago I called the company to tell them that my floorboards were lifting,...2 weeks later they sent someone out to inspect it and the guy told my partner that he would be in contact with us in a week. He also mentioned that "floor boards lift sometimes when there is gas trapped underneath, someone will come and release it." Well of course as expected, 1 month later till no follow up call as to what was happening. I called them and surprisingly the woman I spoke to at the South Morang store was actually lovely and was trying to be as helpful as possible, I told her my problem and asked her if she could ask the manager to call me as I have been waiting a month for a call. After calling the store another 2 times I was finally able to talk to [name removed]. I am not sure how she got into the position she's in as her customer service was the worst thing I have ever come across. She called me saying "Someone came over last week and inspected your floors and your warranty has been voided because you refused to get the levelling when the floors were installed" I told her that someone had actually come out a month ago not a week ago and her response to that was "Are you really going to make a problem over that, get passed it" when I told her that I was surest what she was talking about since we didn't refuse anything she was quite condescending in saying "I told your mother" Now this phone call was much longer and I was actually forced to listen to [name removed] raise her voice at me and tell me that no one was coming to fix these floors unless I paid. They have no evidence of me "refusing" the levelling as it didn't happen (I also had other contractors in the house that can vouch for this) and you'd think if I was going to refuse something that would void a warranty I would have to sign something? Well the next day I called their head office 3 times and each of those times they told me that the project manager would call me back. That didn't happen. It has been almost 2 weeks now since I have sent their head office and email and no one has responded, no one has called. Its quite disgusting as my mum had saved for years to get these floors done and all this company has done is put us through shit. Absolute joke. Im am forced to go through Consumers Affairs hoping that one day my floors will be fixed. Do yourself a favour and stay away.
Customer Service and Installation of Vinyl Floors
I experienced terrific customer service from Zain at the Caringbah Store in regards to purchasing Vinyl Floor boards. The team went above and beyond to order the particular product that i wanted, and guaranteed that they would make it happen, and it did. Also the communication between Zain and myself was great, always keeping me up to date with the progress, which is key to great service.
Yasin my installer, Was wonderful. He is a very efficient worker and got the job done very well.
Very pleased with my overall experience with Decorug, My floors look amazing, and i would recommend them to my family and friends.
Shutters not happy with head office
Got my shutters installed 20/8/ 2019 there installer was a speaking to me that no one should have to here he was talking about his offsides sex life Im in my late 50 and when I told my daughter she sent head office an email not one person has got in touch with us my daughter rang a few days later was told that the boss was dealing with it , we still havent heard anything back. Not only that but I put in a warranty claim saying my shutters are 2 inches of the ground which I thought would be fixed up by the installer when he measured them up he ...said dont worry we will fix that and they look good when he left he said go to Bunnings and get a piece of wood and stick it in there, and I then get the installer ring me going off that I should have ordered them to the ground he knows his job I dont this is the first and last time Ill be buying anything from Deco rugs and to pay up front is wrong they have there money now so I dont count.
- Physical store
Money in advance, job later on, may be never :(
- Paid premium amount for so called VERISHADES. Look great but start falling on very first day. Sent several emails. Installed on 17 June. Not been fixed yet. After sales service is very bad.
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