At least we got our carpet installed
Very upsetting to see others also getting the terrible customer service we received from OnlineCarpet. Whilst the carpet was installed on the day (10/12), an associated kitchen floor was not installed at all and the order cancelled due to their poor communication and lack of customer service. Numerous phone calls and emails later and still have not received back to deposit paid of over $600. The owner wrote that he would return the deposit in full in December but nothing. I agree with previous comments re this organisation and staff. January 2016 update - after over 6 weeks of hassle and upset finally our deposit was returned in full with a phone call apology.
- Verified customer
Took Money And Did Not Deliver - High Level Fraud
Paid over $18,000 for carpet in early December for delivery in January - delivery did not happen, and apparently product was not even ordered. Highest level FRAUD. Needs to be investigated by authorities. Trading while insolvent is ILLEGAL.
Ordered and paid early december 2015 for instalation on 11 january 2016. NO SHOW..many calls no response no carpet!! Spoke to [name and details removed] on 12th January....agreed to jnstall 20th Jan..not done. Went to store on 20th Jan and sign states closed till further notice. Not answering any calls or emails and shop is closed!! We have paid $1800..have receipt but no product!!!
- Verified customer
Appalling service, carpet never arrived.
Ordered carpet for a new house, paid for & confirmed the installation date. 3 days before the carpet was due to go in received a phone call saying this would be delayed.
Despite >30 phone calls (almost never returned when messages were left), a trip into their showroom in Hawthorn & a number of emails to the director [name removed], was still unable to confirm an actual installation date. It sounds like they are having cash flow problems as they haven't paid a number of their main carpet suppliers (Godfrey Hirst, etc.), hence why my carpet hasn't been delivered from there.
I am now trying to get a refund for the carpet but am not holding my breath.
Would never recommend to anyone.
Paid for a carpet that couldn't be delivered on agreed dates. After some difficulties we were refunded in full all the money we paid. There is a silver lining as we went carpet shopping on the Saturday and paid for an equivalent product which has been laid today barely 24 hours later.
- Verified customer
Appalling Service, Still No Sign Of Carpet.
Paid $2000+ for carpet installation on 27 November. Since then no receipt, no phone calls, no emails. Had to call to find out installation date. Was told 16 December. Cleared rooms in preparation. NO SHOW on 16 December. Called to ask where they were - "sorry we didn't call but the carpet hasn't arrived." Since then we have called daily and they have repeatedly dodged our calls and we have no idea if/when carpet will ever appear.
- Verified customer
All Going Well Until...
Visit to showroom and subsequent measure and quote were both good. Accepted quote and booked carpet lay one month in advance for a Monday when my wife and I could each arrange to take a day's leave from work. We also confirmed our order via email the same day their email arrived. All was going well until late on the Friday before the lay when I rang with a query about the invoice. I had not received an updated invoice via email as promised and for the third time I had to tell them they had incorrectly recorded my email address but then the bomb...shell: during the conversation with the manager he suddenly informed me the carpet wouldn't be laid on Monday because it had not been delivered from the warehouse. I asked when would I have been told this and he replied probably on the Monday! I explained how my wife and I had both gone to a lot of trouble to take a day's leave and could anything be arranged for the Monday afternoon. In his matter-of-fact tone he simply kept stating it was too late for him to talk to the warehouse and he would have to contact me on Monday to arrange another date. No apology, no sympathy, just a tone of "stuff happens." Arranged an alternative lay for the end of the following week. The lay went well and the two guys were very good and helpful. What should have been a good overall experience was completely ruined by a failure to inform us the lay could not go ahead in sufficient time to reverse our leave arrangements and a completely unsympathetic attitude from the manager. Two days leave wasted.
Great service and value
We refurbished a 280m2 floor of a city office building and the time frames were tight.
Online carpet were flexible with timing until we needed to lock it in and then got the job done within the allocated time notwithstanding that they had to work around other tradesmen.
Last week Online Carpet installed Mountain View carpet in my hallway and living room, in the beautiful Nature 14 colour. It goes perfectly with the rest of the house, and looks great! The installation process was very efficient and friendly, Glenn made the whole process go very smoothly from the measurement to the end result.
Carpet great. Measure & quote great. Carpet layer did damage.
After a great experience with organising the whole process, the carpet layer did some damage to my freshly plastered & painted home. The man who came to inspect the issue, [Name Removed], is rude and condescending and says one thing to your face and another at the office. Be aware. Take photos before the carpet is laid so you have proof. The Carpet layer is dishonest and will not admit his mistakes, a hole in the wall and skirting of my walkin robe, dents in the walls above the skirting in nearly every room and dents and scratches around the wi...ndow frame in my spare room not even near the carpet. The layer swings around a huge adjustable pole with a stretcher on the end and has knocked the walls repeatedly. We are human and all make mistakes, the mark of a man is one who fixes his mistakes. Be careful. Putting the onus on the customer is bad business. My carpet does look good but getting the damage fixed is a headache. No liability from the carpet layer or [Name Removed]. I also asked my painter to come back and look at the damage and when I told him what [Name Removed] had said he belly laughed and said that they are both dishonest. There was one issue with the door frame but the painter would not say it was the carpet layer as the frame could move or the door could of slammed causing a crack. He new exactly what was fresh damage done by the tools of the job by the carpet layer. The painter is extremely trustworthy and would not accept payment for the painting until I inspected every room with him. There was no damage before the carpet layer arrived.
Not a great experience
Experienced a number of issues
- the measure was an hour late. I rang several times only to be told they are 5 minutes away. I'd rather they said he's an hour away so I could have gone and waited somewhere warm rather than waiting with 3 kids in a car for an hour.
- carpet chosen, I was told they were expecting delivery on X date so install scheduled 5 days post to allow a buffer
- I paid for the selected carpet in full.
- 2 days prior to scheduled install I got a call with a man very flippantly saying we can't do install until x (over a w...
Great service, great product, delivered on time
We recently did a renovation which included new carpet in our bedrooms, stairs and front family living area. We went to OnLine Carpet on other good feedback we had heard from friends. We got the best price and great advice from the team at OnLine Carpet. One of the carpets we wanted was no longer available so the team came up with good options instead of this carpet. The carpet was delivered and installed by very professional carpet layers. I would definitely recommend Online carpet based on the service and expertise we got from the team. Thank you for your help.
Good advice. Jody had really good recommendations in terms of carpet colours and types of carpets that would suit us with a young family and dog.
Replacement - excellent service
Great service. We were looking at replacing some of our carpet and were not sure whether to do all the rooms or just those areas that needed replacing. It was fundamentally a cost/benefit question. I contacted Onlinecarpet and their customer service representative came to visit us and he was very knowledgeable. For us it was not a simple case of replacing some carpet, what we really needed was to know what our different options were, and what would be the best solution for us. Onlinecarpet helped us determine the best solution and without any sales pressure. They were great. We couldn’t ask for more.
Excellent service - good reliability and advice
Very good value
I wanted sone cheap carpet that didnt look cheap and found it online. I spoke to [name removed] at Onlinecarpet who really understood the pros and cons of carpet. I found a great looking mocha coloured classly carpet that was perfert. To save money I selected the supply only option and I installed the carpet myself as the areas had straight walls and was uncomplicated. Very happy with my purchase.
Quality brand name carpet with 15 year warranty
I love my new carpet
We recently had some carpet installed in our house. We wanted to make sure we got the best price and we live quite a way from the shops. We found online carpet.com.au we went online and were able to look at carpet options, then spoke to a nice man who arranged a measurement and also helped us with our carpet selection. We saw a sample when they came to measure and were able to change our minds about colour. The carpet layers were really professional and left the house clean. Very happy.
Online pricing but with good customer service. I could talk to someone.
It was our first time buying carpet online so had lots of questions.
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