Customer Service Very Poor
Product - Trojan Lemnos - fantastic
Estimating for product quantity for job needs improvement - estimated short and job was unfinished for some time - Christmas visitors greeted at front door with unfinished concrete floor!
Installers - fantastic.
Requirement for full payment before job is started not desirable especially if problems encountered!
Customer Service - Very unsatisfactory.
Company has been sent a comprehensive email re Job.
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.
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
- Verified customer
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.
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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