Carpetways Direct

Sarah Yorke

21 Oct, 2019

Kincardine, Fife

Before posting this, I gave the Area Manager Charlie an opportunity to deal with this matter and director Mr Kelly before I posted this on several review sites and social media. After 8 weeks and a pathetic attempt to silence me, I feel its now time to make the public aware. I would like to express my utter disgust in dealing with this company. Firstly, I had the manager of the Falkirk branch come out to measure my carpets, Craig Joyce. To say he was oppressive is polite, with inappropriate touching and being suggestive I literally couldn’t wait till he left as I was in the house alone. I was so uncomfortable I ended up standing outside my home in the garden as I was so uneasy in his company. I asked him for a guide price for mid-range carpets for the whole house, he quoted me between £850 and £980inc. I was concerned over where the contents of each room was going to go but would manage to clear the rooms upstairs, the hall and stairs were clear however it was impossible to move my corner couch and large parrot cage out my living room. He advised me not to worry that my couch and cage could stay in the living room as they were on wheels and would just be moved from one side of the room to the other. After this, he went on to explain how the manager of Carpetways had poached him from a car dealership after purchasing a car and that he would ensure I would get a good deal as they also own Flooring Scotland. After this repulsive man blew his own trumpet for over an hour he reluctantly left. Not 30mins later he called to advise that he hadn’t written down the size of one of the rooms and said he was coming back out! I told him not to bother and that I could measure the room myself and give him the details which I did. The following day this said creep Craig Joyce tried to add me on Facebook, he was promptly denied and blocked. I refused to go back to the store without my husband being present so instead of going in that following Wednesday I went in on Thursday (on reflection I shouldn’t have went back at all). After choosing the carpets the price increased dramatically, from the approx. £980 (which was written down on the notes he had taken) to over £1700! I wonder if this had something to do with the fact I hadn’t accepted his advances. I refused to pay this and suggested we go elsewhere. He then dropped the price to £1400. I have a small mid terraced house and had previously re-carpeted a whole townhouse for less than this. On reflection, I decided not to do the box room and smaller of the 2 bedrooms and this resulted in the price coming down to £747! But I had the fitters to pay. Weird seeing as the advert quotes ‘Free underlay, Free Delivery and FREE FITTING’. Looking back he was charging me £700 for a room 3x2 and one 4x3? The smaller of the 2 rooms was being done with £7.99 per square meter of lino? Nevertheless, we agreed the price and paid in full. The job was booked for 2 weeks and I was advised that I would get a call in a few days to let me know when the laminate fitter would be coming as it was a small job he may just do this on Friday. Fast forward 2 weeks and no call. I rang the day before fitting and asked when the fitters were coming out. Turns out Chris from the store had neglected to book the fitters. The laminate fitter was only booked at 5pm on Friday! I received a call from Creepy Craig to advise that the carpet fitter would be out at 10am and the laminate fitter out at 11am. 9.30am prompt the carpet guy and his sidekick arrive, (he never introduced himself so I didn’t get his name) Clearly unimpressed that he had been called to work on a Saturday (I found out he was also booked last minute). I advised him that it would make more sense to start upstairs and work his way down, thus meaning I could move furniture back into the rooms he had done, leaving more room for the extra stuff to be taken out the living room. Not 5mins behind him the laminate fitter and his help arrived, all of them were offered refreshments and only the laminate guys took me up on my offer. Work was progressing well until around 10.30am when the carpet fitter and his sidekick disappeared allegedly to ‘cut the carpets’. They returned 40 mins later and started laying my stairs. The laminate in the hall was complete the guys were very pleasant and done a great job, I cannot fault them at all, despite the carpet fitter being rude and ignorant and walking all over his work without even an acknowledgement. He was paid and then went on his way. At approx. 12noon the room upstairs, landing and stairs were complete leaving only my living room. The carpet fitter in sheer disgust that my couch and parrot cage were in the room advised that my couch would have to go outside into my back garden as he couldn’t lay the carpet! I explained I was told it could stay and that it only required moving (I have had carpets laid before) instead he insisted that I would have to put it out. I was alone with my 7-year-old daughter and explained I couldn’t do this on my own and would require help, he offered to help me put it outside but refused to bring it back in once the job was complete. He went off to call Creepy Craig to advise him of the situation. He returned and vehemently denied that Creepy Craig had said this, I promptly called him and questioned him on this. At this point I find out that the carpet fitter had a prior engagement to collect his children at 1pm, and due to the breakdown in his relationship this could not be missed, he had no intention of fitting the carpet as it was now clear he did not have enough time to do the job and be there to collect his children which was a 30min journey. He suggested we reschedule for Monday. I refused as I could not get time off work at such short notice. He refused point-blank to even start the carpet, I was now upset had the contents of my living room in my back garden and no carpet. He demanded payment for the work he carried out then dumped my rolled-up carpet in the living room and left! Afterwards, I went to examine the work that had been carried out upstairs. I was shocked to find a room that he wasn’t even meant to be in strewn with carpet grippers, on the bed, floor and furniture. There were nails all over the floor in the hall, bedroom and toilet, so much so that my daughter stood on one that went right through her shoe whilst going to the bathroom! Distressed I called my husband at work, in floods of tears he could barely understand me. After he had discussions with Creepy Craig I received a phone call from Craig to state that it was my fault and I should have moved my couch out single-handed and that it was not his problem the carpet fitter had a prior engagement. I explained once again I was alone with my 7-year-old and that I couldn’t plus he had advised it was ok to leave it in the living room. He then questioned why my husband wasn’t present, and why I had put the contents of my living room in the garden and that he hadn’t told me to do so and I was ‘putting words in his mouth’. Disgusted with his attitude and lies I hung up after giving him a mouthful of abuse. He then called my husband and asked if they could fit the carpet on Monday and that if no one could be there I should just leave a key and they would let themselves in. This was completely out of the question and my husband demanded someone come out that day or the following or we would get our own carpet fitter out and they would be picking up the bill. He scoffed at this and said we would be unable to get a fitter out at short notice (Creepy Craig underestimated me). A few hours later my husband received a call to say that there would be a fitter there the following day. However, I had already put a call out on Social media explaining the situation. I was inundated with offers of help and shocked responses in the way I had been treated and within 2 hours I had my carpet fitted by another professional (I cannot thank Tony Barbour and his dad enough). Not only that but after moving most of the contents back into the living room (not like there were loads) these new carpet fitters worked round everything and my carpet was laid within 2 hours. As the carpet fitter is contracted, I felt the need to advise them he would not be required on Sunday, but I would be taking this matter further, after all, it wasn’t his fault and he shouldn’t be held accountable for other people’s actions. Please avoid this company at all costs. Women if not only for your own safety, I am not easily intimated but I assure you on this day I was, not only that but you will be left with shoddy half-finished work and will have endless amounts of broken promises, once you hand over your hard-earned cash, you have had it! Yes, they own Flooring Scotland ensuring that when they sell their products to competitors, they can undercut them, but they also employ dangerous people and do not do background checks. I have done some detective work after the fact I have found this man has a reputation for this in the car dealership world and is well known in the Bellshill area. Customer service is non-existent, and their attitude is atrocious J&W well outdo this company on customer service and friendliness. Take the extra hassle and book your local carpet fitter and buy your carpets separately, they are con artists and I truly wish I had read the reviews of other disgruntled customers before I went in. The vacancy that was advertised only on the 15th July for a store manager requested qualities that do not exist in this particular individual, such as ‘exceptional customer service skills’. Shame on you Carpetways for not doing your homework, especially when he is going into customers’ homes alone as it took less than 30mins to find out this man was a serial pest to women.