Good morning,
Thank you for kindly taking the time to review your recent experience. We are sorry to learn that it has not met your expectations.
The vast majority of our orders are delivered correctly and without issue. However, on rare occasions, a manual error may result in an item being incorrectly labelled. As outlined in our Terms of Sale, we advise customers to remove all packaging and thoroughly check their order before arranging a fitter. This ensures the flooring is the correct quality, size, pattern, and colour, and that it is free from any damage or defects.
In the event that an incorrect item is received, we are able to arrange a swift collection and replacement. However, we are not able to cover any exchange or fitter costs if the carpet has been fit. If the flooring remains uncut and unaltered, we can resolve the matter quickly by arranging a collection and replacement.
We cannot see any written correspondence from you since the delivery of your order. A member of our Customer Care Team will be in contact with you shortly so that we can fully investigate the matter and work with you towards a satisfactory resolution.
Kind regards,
Jenny
Online Carpets
