Great staff, tradesmen and final job.

We were very happy with the sales sèrvice from Carpet court.
The layer did a fantastic job. Would thoroughly recommend this store.
Cverda was very helpful. Well done team
Annette Seymour. 19/3/2020

[redacted generalisation]

Firstly the Carpet Layers arrived 1.5 hours late which was annoying, but I would not mind if the carpet was laid correctly. I had spoken to the Carpet Layers before they started and mentioned that there was no wood strip with tacts along the main bedroom window which I showed both carpet layers and that this needed this to be installed. The only thing I mentioned to them when completing the wood strip with was to be careful with a 30cm part of concrete along the edge of the window which had been repaired recently due to a water leak and advised them only in that section not to nail it and instead gluing it.

When the guys were finished I mentioned to them about the edge of the carpet along the window of the main bedroom not being straight like the second bedroom, and he mentioned that it was because there was no smooth edge which I did not realise at the time meant the wood strip with the tacts that hold the carpet. He said this will settle down in a few days’ time. I then started to vacuum the carpet and I noticed that it was lifting up when vacuuming, and that this carpet could just be peeled up. The carpet was loosely flapping about which also had a roll mark due to the carpet not being secured.

I had phoned Carpet Call late in the afternoon on the Thursday and advised them of the issue, they said to send an email with photos and that they would phone me back. I had told them in the email that our apartment was being photographed by the Real Estate agent on the Monday and that we needed this issue rectified before then as the issue was in the main bedroom and we had to keep all the furniture out until the issue was resolved.

The next morning on Friday at 9:00am I had phoned Carpet Call to speak to them about my email and the issue, and they advised that only management could assist with the matter and that they were on a phone call and would ask them to call me back. I then phoned them back at 11:30am after not hearing back, I then spoke to another person who advised that management was now out of the office quoting carpets and would not be available until the afternoon. The person on the phone advised that he would call back in 2 hours’ time. I waited until 1:30am and then I phoned again, and as expected management was not available to talk and would call me back. I then threaten to come to the store, and surprising management became available and phoned me back within 15 minutes. I told him that I needed the issue resolved before Monday and he said he could not do that and the best he could do is Monday between 10:00am – 12:30pm due to the Carpet Layers jobs. I said that was not suitable as we had the real estate agent coming to do the photography at 12:30pm. He then said that you accepted the work of the Carpet Layer said that I had told him not to install this. I said, when we placed the order for the carpet, we mentioned the wood strip with the tacts would need to be installed, and when we also advised this again when we confirmed the carpet install date, and a third time when the Carpet Layers arrived in our apartment. I told the person from Carpet Court, you cannot say that we had not communicated this to your customer service staff and the Carpet Layers. So for the ‘customer is always right’, management was not wanting to help resolve the issue, but instead was trying to take sides with the Carpet Layer. After a very heated conversation we agreed for the Carpet Layers to come 7:30am Monday.

On Monday, the carpet layers did not show up at 7:30am so we waited until 9:00am when Carpet Court was opened. I spoke to a person over the phone and advised that the Carpet Layers did not show up and that we wanted them to give them a call to see where they were. The person on the phone had no clue on which carpet layers was scheduled to fix our carpet issue and they even asked me who the carpet layer names were. They advised that they would have to wait for management to arrive to advise what was happening. I waited until 10:00am and then I phoned back and spoke to another person from Carpet Court who then advised that the Carpet Layer did come to our address, but because they could not find a Car Park, they decided to drive off and service another job. I asked the person on the phone, why did they not attempt to phone me as we could of let them park in our underground carpark in one of the visitors spot. The person from Carpet Court said they don’t know why, but the Carpet Layers will be there at 11:30am. I said this is unacceptable that they Carpet Layers are 4 hours late, particularly when I had told you multiple times that I had the real estate agent coming at 12:30pm to photograph our apartment. The person from Carpet Court was not at all apologetic and just said he will be there at 11:30am. I told him that this service was unacceptable and he just tried to rush me off the phone and said thank you and bye just to end the phone conversation.

I will never recommend Carpet Court Castle Hill to anyone as they were happy to take my money, but there customer service post-sale was appalling and when I had an issue with their service, the ‘Customer is Not Right’ when there was an issue they avoided me and provided awful customer service

Couldn't be any happier with Carpet Court at Castle Hill, I wanted to check out my options for living room carpet and Zack the friendly sales person was wonderful. I'll definitely be back for a quote!

Couldn't be any happier with Carpet Court at Castle Hill, I wanted to check out my options for living room carpet and Zack the friendly sales person was wonderful. I'll definitely be back for a quote!

We bought carpet from them a year ago for two bedrooms and found them really helpful, couldn't have been happier with the carpet, will definitely go back as we continue renovating our house.

We bought carpet from them a year ago for two bedrooms and found them really helpful, couldn't have been happier with the carpet, will definitely go back as we continue renovating our house.

what can I say, poor customer service and too many excuses. Still waiting for a quote for carpet quote for a unit complex. Business must be good, cause you won't have mine

what can I say, poor customer service and too many excuses. Still waiting for a quote for carpet quote for a unit complex. Business must be good, cause you won't have mine

they have very good carpet floorings.