Terrible after sales service
I had 150sqm of Bronx flooring installed at my home at a cost of $15K. The Mayne Tuggerah team made the sales, quoting and selection process relatively seamless but after taking the initial supply payment the service from there on has been terrible. Everything from delivery, to prep, to install to post-install repairs has been nothing short of a nightmare. I have spent days waiting for installers to show (and not), waiting for return calls that do not happen, and dealing with the store lead to get a 30min follow up job booked in. He has a book ...of excuses for his teams failure to do the basics of their job. It has been 2+ months since the initial install and I am still chasing this. Only the threat of Consumer Affairs action seems have prompted them into action. Overall the flooring is fabulous but the Tuggerah stores service is appalling.
- Verified customer
New Hydromax Vinyl flooring
A huge thankyou to Diana and the staff at Mayne, Castlehill for their help in choosing our new floor for much of the downstairs in our house. We have done the front entrance, kitchen, family living, dining, study, staircase and upstairs hallway in this fabulous wood look floor. It just looks stunning , the stairs are beautiful. It feels lovely under foot ,it's quiet to walk on and will be a breeze to keep clean! The floor installers were excellent; very efficient and tidied up at the end of each day. The process from start to finish went very smoothly. We are really pleased.
Very happy with our new floors!
Had a great experience with Mayne Rugs Castle Hill for our laminate flooring. Elias was really helpful and looked after us from start to finish. He gave us a clear quote for the whole job with no hidden costs. They even upgraded the underlay to acoustic for free! Job started on time and took only 2.5 days for about 150sqm plus carpet removal and plywood levelling!! The entire process was very smooth.
Very happy with the new rug we bought. Excellent quality and goes so well with our living room. At first we were unsure with what rug to go with but after help from the staff the choice was easy. The whole family loves it!
Hope this helps others not go through what we went through
Ordered a rug based purely on being told it was in stock. $300 dearer than a competitor but was a 3 week wait. $500 dearer than online with next day delivery but tried to support local Bricks and Mortar. Over the following 12 days not one call from 5 separate occasions being promised. Then tried head office - Wrong number on website, tried 3 stores on website to be told 2 of them are not Mayne Rugs and flooring anymore so could not help. Feeling very nervous asked for a refund after paying in full 12 days earlier. Still being told they could no...t tell me where the rug was or when it will be delivered REFUSED refund. Worst experience ever! Whilst trying to resolve it was apparent we where not alone as other customers where experience the same thing. Sad thing is the staff in store are friendly, however have their hands completely tied by a poorly run operation that is unprofessional, rude and provides no support to their stores. DO NOT SHOP THERE!
Excellent job! Nailed it!
We obtained several quotes for the supply and installation of engineered 21mm flooring to our entire first floor area (120m2). Although not the cheapest, we went with Mayne as they seemed to know exactly what was required and covered scope that others didn’t mention. It was clear there price was “all inclusive” and we would not have any surprises later on. True to their word, they arrived on the scheduled day of installation, completed the job (including installing skirtings afterwards) in 2 days as promised to an excellent standard and even cleaned up themselves and took the boxes/packaging with them! Couldn’t fault them at all. Great service, communication and an awesome result. You get what you pay for!!
- Verified customer
Terrible quality and terrible service
The quality of the work they done for me was terrible. On the stairs, there was glue came out from bullnose at several steps.
I have tried to get them back to fix it for nearly 2 months now. Instead of sending someone to fix it they sent someone to just clean it. I told them I have cleaned it more than 20 times but every 3-5 days it comes out again. However no one cares us anymore, no emails replied, no phone calls. I then called them back again and told the staff again what happened, was told again they would arrange someone to fix the problem. It’s now 3 weeks since my last call, nothing happened. I called again today no one answered. Terrible service.
Not professional in handling pos-installation issues
We bought floor boards from Mayne Rugs&Flooring a year and a half ago. The floorboards were install in the kitchen. A few months later, we found out some gaps next to the kitchen cabinets. I asked the installer to provision a kbit more under the kitchen cabinets as with the time, the floor boards move. I even got left quite a few floor boards spare.
I contacted store first sending email. Nobody replied. Then I wen to the shop in Castle Hills and they asked me to send another email. Which I did. In the meantime these gaps got wider and new gap...
Excellent job. We couldn't be happier.
We recently had the Aspire Hybrid plank flooring installed in our Kitchen, Family Room, Stairs and Upstairs Hallway. Elias and Diana at the Castle Hill store were extremely helpful and friendly from the start. Our installer was a carpenter, not just a floor layer, and he did a fantastic job on our tricky stairs. We now have plans to have the same product laid in our Lounge, Dining and Study in the near future. We couldn't be happier.
Excellence from start to finish
From the Castle Hill store, we had an engineered flooring laid throughout the downstairs. From the first, sales staff were so very helpful and explained the various products thoroughly. Everything was carried out on time and all tradesmen were very friendly and professional. The guys removing our existing carpet and tiles worked tirelessly through the extreme heat and unpleasant conditions. The installers did an amazing job with attention to details, just brilliant workmanship. Bravo we are so very happy!
Misleading and harassing sales staff and unfair business practices
The company said they would better any offer, they constantly rang and harassed to get the deal, then when the deposit was paid the then started changing their quotations, fitting requirements and totally changed their offer and refused to give the deposit back.
A terrible experience
I ordered them to do a big and expensive job with wooden floors, well, after the costs went 30% above the initial quote (surprise surprise) the quality was well below accepted standards. I feel like crying every time I look at those floors (would so post photos so no-one else gets stung like me!), have had multiple issues from day one, very unprofessional job and, probably, low quality of the product, too. Save yourself some nerves, time and money.
A new floor cost us money, time and considerable embarrassment with our neighbours
We went to Mayne to have a floor installed in our unit in Cronulla. The subcontractors created an issue with the fire alarms in the building, setting them off and causing us nearly $2000 in fines from the Fire Service and disruption with the body corporate and dwellers of the building.
Despite many attempts at having a pleasant settlement to this dispute Mayne Rugs and [name removed] in particular have all wiped their hands of the issue leaving us well out of pocket and a bitter taste in our mouths for having encountered such poor after sales service and lack of customer care.
BEWARE. They will take your money and head for the Hills.
Shame on you Mayne and [name removed]!
Good service and good quality product
Had the house installed with the timber flooring from Mayne Rugs Castle Hill. They looked after us well in terms of product installation and service. Elias & Mel were especially helpful in providing advice as to what would be the best option for the house. They provided us with a competitive offer for the flooring and even accommodated a last minute change of heart. I would like to thank the whole team at Mayne Rugs for their professionalism and good service.
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