Online Carpets vélemények

Good afternoon, Thank you for taking the time to provide feedback regarding your recent order experience. We are sorry to hear that your delivery did not fully meet your expectations. In most cases, delivery is made to your external front door. However, due to accessibility constraints, our drivers may occasionally only be able to deliver an order to the nearest ground-floor access point, which may be at the kerbside. If you live in a flat or apartment, our drivers are unfortunately unable to carry deliveries up flights of stairs. In certain circumstances, the delivery driver may require assistance with larger or heavier items. This information is outlined on our website and within our dispatch communications. It is available for customers to review before placing an order, ensuring full transparency regarding the delivery service provided. We recognise that this service may not be suitable for everyone and therefore provide this information in advance to enable customers to make an informed purchasing decision. We continually review our services to identify opportunities for improvement and appreciate you taking the time to bring your concerns to our attention. Your feedback has been forwarded to our Customer Care Team for further consideration. Kind regards, Jenny Online Carpets

Good afternoon, Thank you for taking the time to leave your feedback following your recent experience. We are sorry to hear that we did not meet your expectations. From your order details, we can see that your delivery was completed within the advertised 2–3 working day timescale. This information is available on our website for customers to review before placing an order. All of our flooring is cut, rolled, wrapped, and checked within our purpose-built warehouse to ensure orders are dispatched correctly. However, on rare occasions, a roll may not leave exactly as expected, which is why we recommend inspecting products before cutting or fitting. We can see that contact was made with our Customer Service Team and that options to collect and replace the flooring were offered. Our Customer Service Team has remained in regular communication and worked to provide resolution options, including a collection and replacement. Following these discussions, a collection was arranged with a refund to be processed upon successful return. Unfortunately, our records show that the collection was not successful on the scheduled date. A member of our Customer Service Team will be in direct contact with you to discuss alternative options and work towards a suitable resolution. Kind regards, Jenny Online Carepts