"Disgusting customer service"

Please avoid, disgusting customer service.
Enticed by the good price we ordered some carpet a few weeks ago to be delivered and rang to establish the delivery date as our confirmation email had gone into the junk folder, and were advised delivery would be the 27th February but that we would receive a confirmation email. This never arrived and I was actually planning to call again on the 21st February to follow-up, however the carpet arrived around 6.30/7pm on the 20th February. We received only a 10-minute warning by email. Until this point there had been no correspondence to either confirm delivery date nor to notify us it would be a week earlier than expected.
Unfortunately, this unexpected delivery date and time was extremely inconvenient and meant that we were not able to move the furniture that needed moving to accommodate the carpet. I was also alone at 9 months pregnant with a toddler and of course had not had the opportunity to ensure I had help to move the carpet (having no idea it would be delivered a week early). Whilst I managed to get help at the last minute it was very stressful, and I followed-up with the store by phone on Saturday 22nd.
This is where I am completely flabbergasted at the just awful customer service. Despite the delivery policy stating clearly that delivery time and date will be confirmed, the representative I spoke to – Adam – made the following comments to me:
• I shouldn’t be ordering carpet online in my current situation (pregnant with a toddler, no acknowledgement that my husband ordered it and expected to be here when it arrived based on the information we’d been given).
• This is the risk you take with ordering online (not knowing when the item will turn-up).
• Because there was no note on our paperwork to say we had been advised delivery would be the 27th it was ‘our word against theirs’.
Essentially it is not the store’s fault, and it is our problem for expecting their delivery policy to be adhered to.
I have of course sent a formal complaint email also and received a standard ‘it is not our fault as the delivery company is 3rd party’ reply from Phil. Having now sent two emails I have had not a single word of apology for this awful customer service, and no responsibility has been taken by CFO on the basis of them having the contract with the delivery company rather than us as consumers.
In short, the carpet is fine but unless there is ample space to store with no prep needed and a delivery date simply isn’t required, I would avoid. I truly cannot believe the way I was spoken to on the phone and the complete lack of response by email to my complaint regarding this. To be honest, it wasn’t worth the money we saved not buying from a reputable local shop. I am really disappointed.

"Ordered 36sq m of Brinton's Bell Twist"

Ordered 36sq m of Brinton's Bell Twist. Carpet arrived on the promised date and I was able to track the delivery on the day with expected 'live' delivery time given by the delivery company. Good communication at all times. First emails went into spam box but they had been sent. My experience was that they were professional throughout the transaction and will use again. I saved £15 per sq m compared to a local shop.

"Unreliable"

Ordered on thier website and they emailed to say they were cancelling the order as carpet was not in stock. Unreliable. Worst service imaginable.
Not had money refunded as yet.
Just under £1000 spend. Thank goodness its on a credit card.

"A big THANK-YOU from me!"

I bought a £100 remnant on line and collected it - these guys couldn't have been more helpful in letting me use their facilities and tools to cut it to suit a complicated template for my boat on their clean floor so I could take it (to Bentleys) over the road to be edge bound.

A BIG thank-you from me.

"Quote"

Adam came to quote yesterday, he was punctual, polite and very helpful. We have not placed an order yet but hoping to in the future.

Kind regards

Bridgnorth Golf Club

"Excellent quality carpet and very good…"

Excellent quality carpet and very good service but waiting time for carpet from manufacturer Britons was quite long

"Excellent prices and service"

Excellent prices and services. Thank you !

"Good and helpful and could recommend."

Good and helpful and could recommend.

"Delivery was very slow but worked out…"

Delivery was very slow but worked out well in the end

"First class service from point of…"

First class service from point of ordering to delivery