Purchased Feltex wool carpet expecting this to be of good quality. Carpet everywhere has pilled and has only been down for 3 months. I have complained to the company where I purchased the carpet but as yet nothing. I have a carpet cleaner in to clean a couple of rugs and showed him. He comment was that it should be all pulled up and replaced. Very disappointing!
This company appears to not know what the words customer service means.
We had a problem with our carpet and Feltex arranged for it to be inspected. We received an email back via our supplier that Feltex would not be taking any further action due to the carpet not being covered for fading. It didn’t just fade it changed colour totally.
I rang and spoke to Ashley at Feltex who said he wanted to look up our records and ring me back. Phone call never made back.
Fair enough if our carpet isn’t covered for fading. I tried for three consecutive days to speak to Ashley and on my final attempt I was promised he would call ...
Aweful carpets and equal customer service
We bought the house from a builder who had chosen Feltex. After about 6 months , some stains started appearing on them. Took nearly 6 months to get someone from Feltex to come and inspect the carpets and took another month to get a response from them about their conclusions ( after much followups )
However, the conclusion was
"Pile reversal is not a manufacturing defect, and apart from affecting the appearance of the carpet, it has no detrimental effect on the performance of the carpet. The phenomena is explained on our labelling and in our carpet maintenance and guarantee booklets and customers are advised to discuss this with the retailer at time of purchase."
Poor carpet and terrible service
We purchased Feltex carpet after very careful consideration. Within months it was rucking, flattened and looking old. The problem, I am sure, is poor quality backing on the carpet. I eventually contacted the supplier who passed the message on to Feltex. Someone came, told me it was the weather and all carpet was effected by weather and the carpet layer should pull it all up and re-lay it. He provided a report back to Feltex and my supplier which did not at all report the facts. I complained again, same person came back and I informed him his re...port had been totally inaccurate - still claimed weather or the layer was the problem. He said if I wanted to complain I could go to the industry body (there is a Feltex rep on that panel so I doubt it would be an unbiased examination of the issue). Today I rang Feltex and asked for the name of the GM or CEO so I could write and outline my concern - I was told GM/CEO names cannot be provided for privacy reasons - they apparently are top secret because they cannot be found online either. I waited on the phone for 15 minutes to speak to a manager, saying intermittently I was happy to wait, and then I was cut off. Appalling. No stars - even though you have to put one on to submit your review!
Purchased this carpet and had it laid throughout our house. Looked and felt fantastic for 5 months and now has worn and flattened in all traffic areas. It even flattened out in front of the change table where I stood to change my baby within the 5 weeks of him being home. Not good enough. Nothing picks the carpet back up, it’s flat, worn and fluffy resulting in not being able to clean it properly. I did have a carpet consultant come and look at the carpet to which he sent a report stating it was normal within the first 6 months. I’m still wanting this addressed. Severely disappointed in the product and company treatment thus far
Lifetime Warranty a Joke
Contacted company in June re warranty. Told a claim would be raised. Called again in July as no action had been taken. Said they hadn't received paperwork. Was told an inspector would contact me in next couple of weeks. Called again end of August. Was told they had been busy. In September received a letter stating that warranty conditions had not been met. Never saw the inspector. Sent an itemised email on 19 October showing how I HAD met the warranty conditions. No response to email. Sent another email on 11 November asking if I would get a response. Still no reply. It seems like the company policy is "stuff them around long enough and maybe they'll go away." Not sure what is worse - the carpets or the customer service!
Carpet not fit for purpose
Feltex are marketing carpet that is not "Fit for purpose". They offer a lifetime guarantee on a product that is not fit for purpose. A product that should not be sold in the public realm because it is Not fit for purpose and Feltex is well are aware that the product is Not fit for purpose. Placing warnings in tiny lettering that nobody sees is deceptive and misleading conduct under the Trade Practises Act. This kind of conduct is unethical and immoral and does nothing for the reputation of the company. I would not, under any circumstances, recommend this company to anyone. What I would say is: BEWARE of FELTEX.
Janne C Lindrum
We recently purchased Feltex Dream Shadows carpet for the whole house, I am very disappointed with this carpet, it has only been down for roughly 3months and already is looking terrible in the main traffic areas, ie, hallway, entry into kitchen, and bathroom and where we sit. The pile has gone very flat and kind of matted in these areas the pile doesn’t come up even when vacuumed..it tracks terribly and looks very mostly. I’m worried that after a year it will look terrible. ( it already does ) It shows every foot print and even the cats paw pr...ints are noticeable, so even when you have just vacuumed it, it still looks terrible. I was so looking forward to lovely new carpet but have been very disappointed with the product. I would not recommend this carpet.
- Verified customer
I was thrilled with the result once the Salisbury Druid Stone carpet was installed, but after a few months it started developing fuzz in the high traffic areas the same way a cheap wool jumper would. It is getting worse and worse and I am bitterly disappointed as I thought I was buying a top quality wool product. How can you sell a carpet that can't withstand traffic? we use a standard dyson vacuum cleaner on the carpet which doesn't show any signs of the wool in it, so it is purely the walking around on it that is causing this... the areas with little traffic still look as good as new. I definitely do not recommend this carpet. Its a complete waste of money.
Looks great on display in the store, however not practical and looks atrocious after being walked on
We replaced our 18 year old carpet in our main bedroom simply due to wanting a darker coloured carpet whilst renovating our bedroom/ensuite. There was nothing wrong with our carpet, other than it was cream in colour and hard to keep clean. I chose a Stonefields, textured wool carpet, blue/grey in colour. It felt great to walk on (using the sample in store) and it looked fabulous (for a week!). A perfect choice I believed until a week or so after installation and it began to pill/fluff up. Over time it just got worse and worse. It flattens...out where walked on regularly and so is not as textured and plush like it was when brand new. We have now had it for two years and I'm so pleased that I did not carpet all the bedrooms in this second rate carpet. The 18 year old carpet in our other two bedrooms is immaculate and looks like it's the new carpet. The carpet in our main bedroom now looks atrocious and old and worn, despite being only two years old. Luckily, we are generally the only people to see the horrid carpet as visitors don't go into our room, however it has made our bedroom second rate. I do not use a rotating head vacuum cleaner on it and I've done nothing to make it this way. It would be fine if we didn't walk on it!!! Bitterly disappointed and would never consider this carpet again.
Shock carpet purchase
After purchasing an expensive wool loop pile carpet we were shocked when it turned into patches of unsightly fuzz upon vacuuming. We had purchased a new powerhead vacuum cleaner which we were told by a vacuum franchise owner was the only way to properly clean this kind of carpet. We are now told by the manufacturer that a powerhead cannot be safely used on this carpet. To take this to its logical conclusion ... Feltex is selling a carpet that cannot be properly cleaned. I am deeply disappointed with this purchase!
We chose Orchid Charm/ Orchard house. Carpet has been installed to entire upstairs in a new house. Carpet feels great under feet and we're happy with the way the carpet colour works in the rooms. The installers did a great job in that you can't tell where the carpet joins occur. Seems quite easy to keep clean. Comments from other people have said it looks very smooth
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Questions & Answers
Hi Mary H
Will I ever receive a response to my concerns posted 6 months ago or am I being ignored because it's a negative post?
Mary H.Feltex Carpets
I am terribly sorry that we have not responded to you any earlier, I wonder if you would mind emailing me your details to email@example.com
After sales number (if existing):
I will look into your issues as quickly as possible.
I have researched that Feltex, Godfrey Hirst and Just Shorn are all the same company, yet marketed as 3 different brands? Why does the same product from the same company have different prices when they look the same? Eg Diamond Lake and feltex wool carpet?
Mary H.Feltex Carpets
Thanks for reaching out. Can you provide some more information on the carpets you are comparing? i.e. Do you have both product names; Diamond Lake and the other? Many carpets can indeed look similar. Whilst it would be rare to find the same carpet at the same store with different pricing, the pricing is at the discretion of the retailer. We’re here to help and look forward to hearing from you.
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