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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.
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...............
- 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.
- 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!
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.
Very bad customer service, unprofessional sales person
I ordered a laminate flooring from DecoRug Liverpool mega center to replace my carpet upstairs and I had a concern about installing the laminate on the stairs and the sales person his name is [Name Removed] he is unprofessional and he said we can do everything within your budget so we have this special for today only you can pay a deposit which is 30% and we can just hold the stock until we find the proper installation for your stairs, to cut the story short, one of their professional installer looked at the stairs photos and said " this stairs...are designed for carpet only and to do so we need to change the design of the stairs and it will cost heaps more", and we told him that we are not going ahead with this one and we asked for refund then he started playing with the words and he claimed that he already send the order for the stairs nosing and they are ready and these stairs nosing wouldn't work with our stairs and he refused to refund. I regret dealing with these people and I will take the matter further more with the Fairtrading.
Decorug Liverpool - Plantation Shutters
Dealing with the store was great initially, very helpful and responsive. With Covid there was a delay on installation but this was to be expected. HOWEVER the actual quality of installation was woeful with obvious gaps around the edges of the shutters. I've been following up with the store and Project Manager FOR MONTHS now with no luck - seems once they get your money they couldn't care less about customer service. Guess that's what you get for paying for cheap shutters. Cheap workmanship.
Bad service Alexandria
Do not buy anything from this company problem after problem they ripped me off $1600 very unprofessional and bully’s even when I called head office they were very unhelpful and I lost $1600 of my hard earned money
The worst customer service
I have recently ordered verishades through Decorug. Customer support from head office has been poor. I requested a summary of my order after the check measurement via email, as i had made a couple of changes following the initial consultation. I never received the email. My simple requests have been ignored and the representative seems to have no understanding of the product. This has made the whole process stressful.
Hate my floor
Flooring product sold by Rosa at Belrose does not perform as described; installation unsatisfactory with job not finished and requests for rectification ignored. Details provided to person doing in home measure not passed on to installer. Installer took short cuts leading to unsatisfactory outcomes. Products requested not delivered but charged for. Area manager contacted and provided photos but no outcome. I literally hate the floor and am reminded of it every day.
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.
Bad Experience with Deco Rug
We hired Decorug (Job #385192) to Install Laminate floorboards in our house, 1 Acer Court, Cherrybrook 2126. Unfortunately I must report you the unpleasant events we had to encounter during the process.
We paid the 30% deposit through the Auburn Supercentre store through our contact salesperson Leon in December 2019. We were promised that the job will be done on the 30th and 31st January. So Leon asked us to pay the full amount by the 5th of January.
The first team came on 31st January only to finish the lounge area and our three bedroom. I un...derstand due to a leakage in floorboards found in front of bathrooms in the corridor and in the master bedroom of (12sqm), installation was postponed until we got the floor fixed. We fixed the floor within two days by hiring a carpenter and informed Talin Thompson from Decorug head office. Talin promised us that he will get the contractors back, but never called us again for days. We had to then call him constantly and follow up on what was happening. After few weeks with us constantly calling Talin at the head office he finally sent some contractor. The second person who came to finish the job spoke in utterly unprofessional manner at once saying “ what’s wrong with these people” when I asked him for a discount on levelling the floor. His raised his tone, rolling his eyes every time I asked him something related to the job. He promised us that he will come and finish the job the week after but never turned up. During this period, which was 2 months after we had paid the full amount the floors were not completed. All removed floor skirting were left on the floor with sharp nails attached. Those skirtings were not put away safety when the first team left. This lead to one of my children stepping on a nail that required medical attention. We had to cancel important family events because the house was in a big mess. Again after calling Talin, he promised to send another crew to fix the 12sqm of flooring left. This crew arrived on a Sunday with us cancelling all our plans and staying home. These guys had no idea what to do. They were briefed that the whole house need to be stripped of the carpet, which has already being done by then. They came and told us that floor does not need to be levelled. They did not bring the floor boards either to finish the job. Again that day was a waste of time as well. Again after myself calling Talin to ask to finish the job, he again promised to send a crew. This time he ask for an extra payment of $501 to finish the job by saying that it was our fault that some of the floor boards are leaking and he had to get a new crew for the job. Basically he blackmailed us saying that if an additional $501 was not paid, he would not send a crew and that we had to do hire someone to do the job ourselves, after we had paid the full amount in the original quote. We had no choice and decided to pay the $501 extra to get the job done. Once we paid the he promised us to send a crew but they never came on the day that was promised. After again constantly calling Talin, a fourth crew was promised to come on the 17th March. This was almost 3 months after we paid a 30% deposit in December 2019.
- Physical store
An absolute shambles and still not finished after 3 weeks
Never deal with this company. I have never experienced such unprofessional time wasters. My carpet was “discontinued” then the second choice was “faulty”...
What a lot of nonsense. Then when it was finally installed they didn’t order enough.
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