"Completely unreliable"

A review of Chesterton Carpets by Mo written on Tuesday 1st of June 2021

I wouldn't normally write a review, especially a bad one, but for this shop and for the service I received I feel I have to as I don't want other customers to go through what I've gone through;

We ordered laminate flooring for our first floor from them and arranged for it to be fitted the week after. Then it turned out that I had to go abroad urgently so I postponed the installation day for two weeks by calling them and they did without any problem. A couple of days before the installation day I called to make sure everything is in order, and I'm glad I did because they had ordered the scotia which was white and not grey which was the colour of the flooring, now, this can be an honest misunderstanding on their part as they said they always as default go with white scotia, so I changed it to be the same colour as installation and I was told that now because of this it would be delayed, which is understandable. They told me it would be ready to be installed on Monday the week after.

Then that day they called again and said it has to be Tuesday and cannot be Monday, and we had no choice but to agree. On that Tuesday I received a call from the shop saying they had completely messed up the order and that the laminates were completely the wrong colour. Albie junior (the son of the owner) was the person we were dealing with and he came round with another sample of laminate to see if we were ok to go with that instead. Given that our house was upside down for a while now (as we have moved everything downstairs to make room for installers) we agreed to go with the new laminate which was the same colour and almost the same quality (but not quite the same as the one we had ordered originally), but we thought in the interest of finishing the job we would go with it. Then he said to receive the order in time the installation has to be on Friday. I must say they agreed in order to put things right to use the underlay which was better quality and also not to charge me for extra for the matching colour scotia. Friday came and the installers came and started installing, but the scotia didn't get delivered. Throughout that day myself and also installers were on the phone with the shop owner and we were told that maximum in one hour the scotia will be delivered but it never did. We paid the full agreed amount to installers Carl and Duncan, which by the way we were really happy with and they were honest and professional people. At 4pm The owner, Albie senior (after my call) told me that another installer will come round at 5pm and will install a scotia that will blend well with our flooring he assured me but it’s not the same colour. After the installer showed up at 7pm we realised that the scotia is a very light grey, more white that grey really. At that point we didn't want to compromise with their utter incompetence anymore so we said no. The day after I drove to B&Q in St. Neots to buy a matching colour scotia (which the shop could've done during that week if they would've cared for our job) and paid the second installer again (David, who is also very good, professional and honest man) to install that for us the day after (on a Sunday).

After all that, then I thought it’s only fair that they reimburse us the money we paid for the new scotia in B&Q, but the guy who own the shop wouldn't even listen on the phone so that I can tell him what is it that I want to talk to him about and he hung up the phone. He also said that because the installer agreed with you that the scotia was more white than grey, I would sack him now and that's on you! I have never ever dealt with such an unreasonable man before in my entire life that talks and never listen back to what you have to say, literally.

Now I'd leave it to you to decide if you want to deal with this people or not, good luck if you do, but for me, I'd never ever again. I wouldn't even go near this shop again.

The installers Carl, Duncan and David as I mentioned, were all professional and honest people and unlike the owners, you wouldn't feel like you are being lied to when you talk to them. There is another guy who works there called Jordan who also I feel you can deal with as I talked to him a couple of times and he was a reasonable guy I thought..

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