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Hello, Thank you for sharing your feedback. We’re sorry for the disappointment and inconvenience caused by your delayed delivery. We understand that you needed your order within a specific timeframe and that waiting for a replacement wasn’t an option. We cancelled your order and processed a refund at your request, but we’re sorry that your experience and our response left you feeling let down. Although most deliveries arrive within the expected timescales, we recognise how frustrating it is when things don’t go to plan. A member of our Customer Care Team will be in touch shortly to discuss your experience further.

Hello, Thank you for taking the time to leave your feedback. We’re sorry your carpet arrived damaged and that your experience fell short of expectations. We offered to arrange a collection and replacement, but understood that taking another day off work wasn’t convenient. We therefore offered a goodwill refund, which you accepted. We always recommend checking your order on arrival and letting us know if anything isn’t right, so we can look into it and take appropriate action. We want our customers to receive the flooring they’ve chosen in the condition they expect. We’re sorry again for the inconvenience caused and appreciate the opportunity given to resolve the matter. Kind Regards Suzanne Online Carpets