Reviewer Photos & Videos
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.
Customer Service is not existent
I purchased carpet from their Kotara (Newcastle) showroom. I was very specific in stating that I wanted the carpet and underlay installed, the furniture moved and the old carpet and underlay to be disposed of. I was quoted extra for this, which I agreed to and paid for. The full amount for the carpet and installation was paid 2 days before the installation. The two men installing the carpet dismantled the beds, and asked if they could store the beds, bedside tables and a desk downstairs as they wanted to be able to lay the carpet without n...eeding to move furniture during the installation. I agreed to this but at the end of the day they informed me that their head office had told them they were not to re-assemble the beds as this was against their company's policy. They left 2 bedside tables and a desk downstairs. They did not re-hang the doors they had removed - wrongly claiming the doors needed to be have some length taken off them. Some of the old carpet and underlay was left, the installers claimed they didn't have room in their van to take it all. The carpet laid in the wardrobe is not attached to the floor. I have made numerous phone calls over the last few days and no-one has returned my call.
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
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.
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
- Verified customer
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.
Frustrating & Disappointing
We began a project involving flooring and shutters in June/July 2018 and here we are in October 2019 and it still isn't finished. Not surprising that more than 27% of respondents on this site gave them a 1-star rating. Once the order had been placed and partially paid for, the local store rep dropped out of the picture and H.O. took over. From there, it's been a disaster. Initial delays in supply were understandable but when our shutters turned up, the quality and fitting was atrocious. These were eventually replaced with a product of a similar...standard and these were then also replaced. As a form of compensation, H.O. offered to floor an additional room for free. Unfortunately, when this was done, the workmen managed to damage a brand new $1,000 front door and ALSO completely damage our existing (pre-Decorug) shutters. During this painful 15mth experience, we've repeatedly contacted their head office, dates have been arranged for repairs and frequently, nobody turns up or calls. This was again the case on Saturday when we stayed at home in the hope of finally arriving at the end. No such luck and when they did arrive on the Friday prior to the arranged Saturday, my wife was made to feel very uncomfortable as the workmen loudly proclaimed to each other "Why are they complaining? They got this floor for free". Well you may have put down the floor for free but nobody expected you to damage the door and the existing shutters in the process. We've avoided placing a negative review for so long as our contact man, Mark seems very nice but "nice" only goes so far. IT'S BEEN 15 MONTHS! When will this nightmare finally end?
Disgusting customer service
Sales team were great, as soon as they had our full money it went down hill.
Showed up with the wrong carpet, horrible installation, refused to accept liability of the issue and blamed supplier.
After multiple visits and phone calls and a long period of time all they could offer was a voucher to their store.
Our carpet is still not fixed and to this day (4months later) still have not had anyone contact us to fix the carpet.
The lady that we last spoke to at head office was so rude she even swore back at us and pretty much told us she didn’t c...
Will never deal with again
Took them 2 and a half weeks to send my flooring after I was told it would be there by Friday floor arrived with black pen on that wouldn’t not come off ended up be one board short and made me buy a whole new pack and now telling me it will take two weeks to get here. Worst company I have ever dealt with on top of all that every time I call them they would say I’ll call you back but they never did I had to call them back every time STAY AWAY!!!
Deceitful Customer service system at Liverpool store. No stars at all, just had to assign one, as it was required.
I and my wife visited the Liverpool showroom about a couple of months ago and liked a carpet. We were told we could hold it as long as we needed to. While having a chat we advised, we are building our house. On that note he started to show us the specials on floor boards. While we liked the floor boards, e said we were bot unsure, if we will have floor boards or tiles and were not sure of the time line, of when we could come back. We were craftily encouraged to lock the special price on floor boards and made to believe, we could buy another p...roduct ( carpet per se) instead, if we did not chose to go ahead with floor boards. So we deposited $ 500.00 We fell prey to their method of getting money in and agree made the mistake of not looking at the contract, which talks about cancellation charges. Part 2: we went yesterday to get a carpet from deco rug to get a carpet for our deposit . We selected the carpet first and were offered the discount and 2 free cushions. When we produced the deposit invoice for $ 500; 00 we had paid them. Luis charged us the cancellation fees, took extra for the bigger cushion, which he was not charging first. When my husband reminded what they had said, he refused to honour it and showed the policy on the paper. He even called us dishonest that we did not tell them as soon as we came . This upset me and I said they had applied dishonest way themselves. On this note he got angry and said "" don't upset me". At this stage, he changed his method from dishonest to arm twisting. He stopped serving us and got the other lady before us. My husband and I understood we had made mistake of taking their word for it, so will bear the brunt and take whatever he gives. We then asked him to charge us whatever,, we could at least redeem our hard earned $ 500: 00 He kept telling us he is doing us a favour and we got our carpet on his terms. We would have been okay if they did not play deceitful and told us upfront what they will do, if we were to cancel our order. We will never return back to them.
Questions & Answers
Decorug wants $4,200.00 up front before doing the flooring job. Is this legal?
We were told we had to pay before the job.We did pay as asked but in their paperwork I did find a final payment form.This form has a customer declaration on it,to be signed on work completion. I presume this would be the correct time to pay outstanding balances.
I would suggest you don't pay anything other than a deposit until the work is completed and you are 100% happy with the work. otherwise if they mess it up like they did mine you will find it very hard to get corrected or compensated. Personally with hind sight.. I would suggest avoiding this company all together and going to another more reputable business
hi please could someone contact me from head office regards malcolm sriven? [number removed]
Deco R.Deco Rug
Could you please provide contact details otherwise you may call our customer relation manager Melisa on 02 9681 9152.
Thanks DecoRug Team
Hi im trying to activate the $100 discount code (100VOUCHER) on offer. But its not working. Please help.
Deco R.Deco Rug
Not sure which discount code this is exactly.
Could you please contact administration at Head Office on 02 9681 9119, so we can sort it out for you
Thanks DecoRug Team
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