Mijn Klacht:
On monday 21st august I went to Carpetright and ordered to have laminate and vinyl flooring put in my new appartment on thursday 24th august in the morning before i moved in in the afternoon. I paid €1000 euro from an estimated €1230. I was told that someone would come the next day to measue and give a beter estimation of costs.
The next day i got a call later in the day to say they didnt have much time so we arranged wednesday morning between 09:00 and 10:00. At 08:30 i got a call from someone who seemed irritated i wasn\\\’t in the house, i explained i still lived on the otherside of Amsterdam but was on my way and got there before 09:00. The man seemed rushed and distant, i wanted to ask for advise for the flooring in the hall but he didn\\\’t give me any so i just asked for laminate to be laid in the hall too. He measured the floors in the kitchen where the cooker stood, the appartment was completely empty apart from the cooker in the kitchen. He told me i needed to hoover i explained i had no hoover as i didnt live there yet, all my appliances like hoover, wasing machine, fridge etc were ordered and to be deliverd friday 25th morning. He shugged and said it would be ok.
Wednessday evening i received a call that the estimated price would be higher as i\\\’d ask for laminate in the hall. I would have to pay 550 extra and could do this in the shop or in cash with the workman. I also heard that the vinyal i wanted for the kitchen wasn\\\’t available, i felt i had no choice but to choose another as i would be miving the next day in the afternoon, i was told everything would be done midday. I explained i didnt have a hoover to vacum and was told it would be ok. I was told they would be there between 09:00 and 10:00 the next day, probably 09:30.
The next morning i was there at 09:00 and at 09:10 was called to hear they had a lot of work with other clients that day and probably couldn\\\’t come. Also that the guy who was meant to be there couldn\\\’t be there, when i asked why i was told for private reasons. I explained i was also a client who had paid and made an appointment and begged them to find another colleague to do the job. I was told they would try and work it out and would call me back. At 09:50 i called to ask if a solution had been found and heard they would do there beat but it was possibly only at 15:00 they could begin- the time the removal company were coming! i had a lot to do and one thing was go tot he bank, once i was there at 10:20 i got a call the workmen were at my door, so i rushed back wothin 15 minutes. The same man was there who had measured my floor, he was rushed and distant and it felt rude, he demanded i pay him, i explained i was told i could also pay in the shop, he said i had to pay him but i wanted to talk face to face with the man who\\\’d been trying to solve the timing problem on the phone. Even though it had been extreamly stressful morning with going back and forth over Amsterdam I was very grateful they could come and do it in the morning and would be finished midday, i let them know and the man in the shop know when i paid the 550 euro.
Then at 11:40 i got a call saying the appartment wasn\\\’t emptied or hoovered, i was convinced they were calling the wrong client at first! I couldn\\\’t believe it but i had to pay 50euro because i hadn\\\’t removed the cooker, i asked if i could pay online as i wasn\\\’t near the shop or appartment to pay them cash, they couldn\\\’t send a simple link to pay and as i was already stressed and busy i decided to go back to the appartment and pay cash. I wasn\\\’t happy about paying more after all the stress. I paid the man and he pointed to apart of the kichen floor which was missing the new vinyl, about 20cm2, he asked if this was ok, i said no, that i\\\’d like the whole floor to be covered.
I left, cried and went back to my old appartment to finishing the last bits and bobs for packing.
At 13:40 i recieved a call from the work man saying all the doors won\\\’t close! He was very difficult to understand and said something about underfloor and sideboards. I asked if he did something wrong, he said no, i said the doors closed this morning and i\\\’m moving in an hour so i hope it\\\’s solved. I called carpetright immediatly who took a while to pick up and then explained what the workman had said. He said he would call him and call me back, for an hour they were unreachable and when i called the salesman in the shop he didn\\\’t know if the doors would close and said the workman had gone to another client in Den Hague, i just wanted to know if at least my front door in the appartment would close so me and my belongings would be safe but he couldn\\\’t tell me. The removal company was changed to an hour later but in the end with the removal company i moved in not knowing what to expect. Luckily the front door did close but i was shocked by what a sloppy rushed job and huge mess was left behind. In my hallway by my new neighboursdoor was a huge heap of wood and mess. In my contract for my appartment i\\\’m not allowed to leave anything here. A big box of wood was left on the floor in the appartment, i guess i had paid for it and it was over but it\\\’s heavy to put away and i dont have anywhere to put it. My balcony was so full of bags of rubbish and floor material i couldn\\\’t open the door and someone had left their lunch on my window sil. They have put the vinyl on top of the old laminate from the previous owners in the kitchen and hall way, so the floor isn\\\’t totally even, also i believe i have paid for underflooring in all the areas but obviously the old underfloor is there from the previous owners floor. Some sideboards are coming off, my living room door doesn\\\’t close, my bedroom door scrapes the floor when you close it and so does my front door. When i hoover in the kitchen the floor comes up. The man did cover the area he asked was ok to leave as a gap, it just doesn\\\’t match.
The salesman called at the end of the day to ask if my front door closed i was busy bringing all thier rubbish down and had no energy left to arrange writing letters for his manager who comes back in two weeks but I appreciate that it must\’ve been a hard day for him too and my complaint is not with him.
I am stunned how appalling a big company can be. I\’m a woman living on my own and i feel walked over because this compnay prioritised \\\’bigger\\\’ clients. My moving day was bound to be slightly stressful but due to Carpetright it was The worst nightmare. I have a horrid feeling about my floors now, i still have their mess to clean up, not the floor i wanted in the kitchen, and have to sort out the many faults in the flooring. I have photos and videos of all these things so hope things can be fixed? However I would steer everyone clear of carpetright. I would recomend to always go with smaller companies/people who take pride and care in their work and have a far more personal approach with their customers. To be honest i thought carpetright would be cheaper but it cost me so much more in the end.
Gewenste Oplossing:
A refund.
It’s been 3 frustrating months and i still have gaps in my floor, sideboards missing and sideboards not stuck down, a kitchen vinyl i didn’t want which is miss matched to cover a hole from carpetrights miscalculation and has two big bubbles in plus three doors that won’t close properly. I also have no real explanation as to why i had to pay over €370 euro more then my bill was for. I have been told reasons why like that the vinyl (i didn’t want) cost more or that my house is bigger than Ymere’s ground plan (which has been confirmed as correct and can only differ by 1cm) but have no real answer. The hoofdkantor in Utrecht has helped and I was told €35 worth of laminate too much was ordered and i could get the €50 back which i was made to pay cash in the middle of them flooring or els they would not continue but after giving my bank details to carpetright harlemerweg it’s a month later and i have not recieved it. I have mailed and called them and asked to have my bill explained but have not had replies. They have made visits and made lists of all the things that need to be fixed while telling me it was a good job and i was told by the particularly rude man that he’d never spoken to me (although he admited he did after i read his mobile number out loud on my phone history) but i have had no real answers and nothing but more frustration coming from it. I just want the extra money back so i can hire the person i originally wanted to do my floor and get them to fix all the problems.
Most of all i want to close this case with carpetright asap. I do not want anymore mailing or calling or appointments or to hear any more excuses or have rude people who i don’t trust in my house again.
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