Excellent customer service by store and installers let down poorly by job co ordinator
Without any communication to me my laminate install job was re assigned to another job on the very same day that I had taken time off from work to have this job done. Excellent customer service from Angela with repeated follow ups and the very professional installers were seriously let down by Deco Rug job Co Ordinator. Angela made sure I had limited interactions with the co ordinator but on the few times I had to deal with them I was let down each and every time. A complaint made on the day of the re assigned job still has not been answered. Deco Rug back office staff just do not care about customer service.
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.
We decided to remove the carpets completely and have hybrid flooring .We went to Alexandria Deco rug and Steve provided us with good service ,he explained well the differences on products and scheduled us for a site visit next day. He arrived on time and well explained the products. We paid all amount in the beginning. After 3 weeks they came on time and started. Their installer his name Kabir, the moment he arrive, he started to criticise our flooring options. He could not finish his job as planned , he said that he had to go to another job, h...e asked for extra money. He was suppose to leave the unused materials but took them all. He did very wrong on kitchen flooring we ask him to correct it but he refuse and blame office they did not give supplies! We complained and send email to office .They said they would fix it but no one has been coming for two months. Also unused woods did not come back to us! Still waiting somebody contact from office!
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Service was satisfatory
I had carpets replaced in the bedrooms of my town house. The sales person at the Auburn store, Akmal, was helpful and delivered as scheduled. Post purchase service was good
Helpful for the most part
I was asking for a professional or installer to be sent out to do final measurements because many floor was not level or flat. The store only sent a consultant to measure. I wasted money trying to level the floor. When the install date arrived was told it needed to be done again. Could have been avoided if the right person was send out first. Installer Yasin was great and very helpful and I’m very happy with the results he accomplished
- Physical store
Great customer service, however small mistake cost us hundreds.
Dealt with [name removed] from Penrith store. She was very helpful, knowledgeable about the products we were interested in. She came out to do a measure and when she did, sh had ticked a box saying my subfloor was timber. The floor was tile. Not a big deal, one would assume. She told us that we will need some levelling done so put down for 4 bags for a bedroom. Nowhere else for rest of house. She did mention that there may need to be levelling in some places as we had knocked walls down and there were trenches in flooring. We filled them in our...selves to save money. When installers came he informed us that we will require over $2000 worth of levelling to be done. Some 26 bags. This was a nasty surprise that we hadnt budgeted for. This caused us so much unnecessary stress and anguish. I went into the store and spoke to another worker who called head office they agreed to discount the levelling to $55 per bag then offered the priming for free. The installer Yasin was very helpful, took the time to answer any question I had and worked so hard until he completed the job at around 7:30pm. He showed us what we needed to know throughout the process and kept me informed about what he was doing throughout the day. My issue is that the levelling should have been estimated better in the outset. There was no final measure from any representative from head office to come and inspect the job and potentially give us warning about the issue of levelling. Im disappointed in Decorug for not giving us the full picture about costs and what our job needed until we had paid the $2000 deposit to lock in the job. We were trapped and were forced to pay way more than we felt we were informed about. The scale of levelling we needed should have been told to us prior to installation date. And the invoice they sent didnt take the primer cost off as promised to the value of $300. Since [name removed] ticked the wrong box as primer used on tiled floors cost more than timber floor primer apparently.
I've titled my review 'mixed feelings' because my experience with decorug was worthy of 5 stars. They bent over backwards to help me choose a rug that suited my space perfectly and when issues arose they were extremely helpful. However I purchased a bamboo silk rug which cost $850 and looked beautiful. It came with no instructions or tags telling me how to look after it so I researched on line and followed the vacuuming instructions exactly. As you cannot use a vacuum head with a beater bar it means I had to pull out my large old Miele with the...appropriate head. No quick vacuums with the cordless but I knew that was the case when I purchased it. However after 3-4 months a number of the loops started to break and when I contacted my store without any argument they replaced it with the same rug. I think this was my mistake as I should have insisted on something else more durable. By the way the rug is used in a home with two retirees in their 70's so has not been subject to any excessive wear and tear. My second rug is now looking tired with flattened pile and a broken loop. Also when some water got spilt on it and I blotted it with white paper towel the colour transferred so I'm not sure how it could ever be cleaned. I am sooo disappointed because I actually love the colour and look of the rug but can see it will need replacement very soon. Not good enough for the money paid. Sue Kraus
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