Wilsons Carpets reviews

1637586402

Jane Willis

google

Hello, Thank you very much for taking the time to leave us feedback regarding your experience. We are sorry to hear that you have had problems with the level of service you have received. We expect that when a fitting is booked in for a customer, this is carried out and where possible, the customer is kept informed of any delays that may occur. Sometimes, it isn't possible to give timeframes for fitting as some fittings as other jobs may take longer than expected or unexpected circumstances may arise which means the fitters may need to alter plans, that being said, if this is the case, we would expect the customer to be kept informed. To address how you were spoken to on the phone when expressing your concerns, this is clearly not acceptable behaviour and we would like to investigate this in more detail for you. Please email us at [email protected], we will investigate this matter further for you and hopefully come to a positive resolution. Kind Regards, Joe Wilsons Carpets

1637773270

1

After a bad experience with the carpet fitters in May 2021 which was resolved brilliantly by Wilsons, we decided to give them another chance and bought more carpets to be fitted. I called the store on the day to be told the fitters would contact me when they had loaded the van and worked out the route. Fantastic. I phoned back again after a couple of hours having heard nothing and Ian from Wheatley Hall Road branch answered and was rude and unhelpful. He told me that the fitters might give 20 minutes notice of their arrival or more or might not. I asked if I could have the fitters number to get an idea and was told no they dont give the numbers out and anyway they leave their phones in the van. Fair enough but in May we were given the fitters number do we could check. Ian was clearly not particularly bothered or helpful (Monday morning syndrome, his football team had lost at the weekend, Im not sure why). I asked to speak to someone else but was again refused this. I said I would take it further snd he replied complain then, I dont care and put the phone down on me. I have emailed Wilsons but would not recommend them now at all. I have no faith in them and really think that customer service should be addressed. The fitters did get in touch - on my daughters number (she lives in Leeds). They obviously didnt read the paperwork where we changed the number Dont bother. Nice carpets but spoiled by done rude staff!

1627987953

Robyn Priestnall (AniCod)

google

Hello Robyn. Thank you for taking the time to tell us about your experience. We are sincerely sorry that you were left unhappy with the service received, this is not something we would expect for our customers. The majority of our store do use diaries to schedule fitters dates in, we currently do not have any electrical device to store these, so this is to ensure that each team member can check availability. We understand that this is a little outdated and Wilsons are working hard to make improvements for the future. With this, we would never expect our team to provide such little information or unhelpful answers to our customer in need of assistance. We do have a system in place that all contact should be document, so if such things happen like a team member returning from leave, they can access all past communications. If this is not being used by the store, we will ensure this is addressed with the team so they can provided the best customer service to our customers. I can see you have since been in contact with our Customer Care Team. They are currently working with you to reach a resolution. We really hope to resolve this as soon as possible to your satisfaction. Kind regards

1628148509

1

Shocking to the point I cant understand how the business is even profitable? Went into store at Wheatley Hall Road Doncaster to choose carpets/wood flooring for the entire house, paid approx. 2.5k in total and received confirmation emails of the order (carpets and laminate were booked for delivery/fitting on 2 separate dates)... nice and easy, that's where it stops! Didn't receive fitting dates on the confirmation email about the laminate fitting so I emailed them 21st July.... no reply. I followed up with another email this time including everyone 23rd July... no reply. Decided to pick up the phone and was told I haven't ordered anything and I haven't paid (I was holding the receipt in my hand) I reiterated that I have certainly paid and gave my order number again to which I was told "oh sorry, someone wrote your order in the diary on the wrong day and I couldn't read his hand writing".... Diary? what large organisation uses diaries! .. Ok whatever, its a simple mistake I suppose... Booked a day off work for the fitting for the carpet, 2nd August, called weekly up to the fitting date to make sure it was still OK. Called the morning of 2nd August 10am to make sure the fitters were coming and I was told "they might get caught up at another job so could be late" I was fine with that, I understand things like that happen. Fast forward to 3pm on the 2nd August, still no sign of them so I called again, this time I was told I haven't got a fitting date for the 2nd its actually the 3rd... Just to confirm, I physically have the invoice, I have the original email and I have the hand written notification, all saying fitting 2nd, even when I phoned up to the fitting date I was told 2nd throughout. When I complained I was told "I don't know what to tell you, its my first day back" like that's my problem... I asked to speak to the person that booked me in originally but was told "he doesn't work here anymore"... How convenient! Didn't even get so much as an apology, just a "nothing I can do" and "not sure what to tell you" and "I've had nothing to do with this". MAYBE TALK TO EACHOTHER! MAYBE USE COMPUTER SYSTEMS SO YOU CAN READ EACHOTHERS WRITING YOU CLOWNS! Furious with the whole experience so far.... oh by the way, still no written confirmation of the new fitting date for fitting for both carpets and laminate! I don't know why I bother! UPDATE - its now the 3rd (the date they agreed they would come and fit the carpets) and guess what...... NO SHOW AGAIN! called them in the morning and was told the fitters were uncontactable, phoned every 30 minutes and received ZERO updates apart from "we will keep trying to call them" called back and asked if the fitters have even collected the stock the night before like they're supposed to and was told " I don't know its being collected from York Road" why wasn't this one of the first things you found out? Why is a customer baby sitting you?..... TALK TO EACHOTHER! didn't York Road wonder why the stock hasn't been collected and escalate? Don't Wilsons carpets check up on the fitters they trust? because guess what Wilsons... even though the fitters don't work for you, you're still responsible for them and their conduct! .. Just to reiterate stood up 2 days in a row, received paperwork with confirmed dates and that means nothing because Wilsons work from hand written notes in a book! Wilsons have offered nothing at all so far as an apology! Wilsons have not tried a single thing to rectify this, like get some different fitters or even offer a different date! Please... if you value punctuality, professionalism and good customer service, go somewhere else, I promise you this company is by far one of the worst I've ever dealt with. Their first store opened in Thorne, my home town, full of little shops that support each other normally, this company makes me feel ashamed .....

1558005739

Diane Eyre

google

5

Very helpful staff with lots of advice on artificial grass

1599150041

jordan sinclair

google

Thanks for the great review Jordan. Regards, Wilsons Carpets.

1599214468

5

Friendly staff and excellent quality carpets. All at a good price.

1600002929

Mike Parker

google

Mike, thank you for this valuable feedback. My apologies that you did not receive the attention and help that should have been provided during your visit. This is not indicative of our policy to always provide the best possible service and value for our customers. Your comments will be passed to the management team. Regards, Stuart, Wilsons Carpets.

1600080289

1

Really poor service on our visit Sunday 13th in the morning. We walked in to the store which was very quiet, in fact, I think we were the only customers in there. We were acknowledged by a lady on a computer and a chap who stood there staring into space. We then stood waiting, and waiting, and waiting yet nothing. No offer of help. Nothing. So eventually I went over to the chap and asked for some help as we had a sample of carpet we wanted to match. All we got was negativity. "We don't stock it anymore he said". And that was that. No offer of an alternative, no help, no attempt at even offering some advice or making a sale. So we just left, feeling extremely underwhelmed and stunned at such awful customer service. We went around the corner to universal carpets where we received fantastic help from a friendly and helpful team. We spent 1500 which, had the service been better, could have been spent with Wilsons. With business so difficult in these testing times I'd seriously recommended upping your game!!