Carpetfactoryoutletskidderminster Reviews 106

I know companies don't like to read all the details so I'll mention this here:

The address I ordered the flooring to was a residential flat that only has private access (there was a back door the driver refused to use). Instead the courier decided that blocking a fire escape (and yes, even took a picture of it!) was the right decision despite me REPEATEDLY saying no (I tried every form of the word I would thing of without using profanity).

I ordered a carpet from CFO (Carpet Factory Outlet Kidderminster) and paid for delivery to my home. Although I own the freehold of the entire property, the delivery was made to my flat’s address, the carpet was left in the communal hallway instead of inside my flat. This hallway is accessible to the public, creating a serious fire hazard due to only providing the below options:
- Leaving the carpet rolled up in the packaging (in the communal hallway) preventing the building's front door from closing (option taken by the "contracted" delivery driver in November 2024.
- Leaving the carpeting rolled up in the packaging (in the communal hallway) preventing the building's front door from opening .

The delivery driver pressured me into signing for the item even though it hadn’t been properly delivered. When I voiced my concerns, the driver ignored me. I ended up moving the heavy carpet myself, which caused me a significant back injury.

Due to the injury, I had to adjust my working hours and work remotely. My mother even had to leave work early to assist me, despite informing the company at the time of order placement that she couldn’t take time off. I was assured at the time of ordering, the carpet would be delivered to my flat and I was informed I would need to assist the driver of which I provided assistance before the driver ran away (at a speed I swear Usain Bolt would be envious of)!

My mother raised a verbal complaint on my behalf, but the company dismissed it without follow-up or apology. This experience has been very frustrating, and the lack of responsibility and poor communication from the company has left me extremely disappointed.

I hope CFO improves their delivery procedures and customer service to prevent this happening to others. Sadly I write this following re-opening the complaint under rules relating to personal injury, trading standards and fulfilment of contracts.

Additionally, I didn't wish to mention this but I find this to be very unprofessional - the order confirmation was tailored in what can only be described as a too "familar" introduction with the personal use of emoji's (due to Adam's relation with my paternal uncle) - this was sent to my mother who has been divorced from my father for many years more years than I've been alive and decided to revert to her maiden name so she wasn't associated with my paternal family).

This is all said to support my written complaint that will be evidenced to the below should the response not be satisfactory given the injury, experience, lack of fulfilment and care for safety:
- Citizens Advice
- Trading Standards
- My payment provider (for potential chargeback or Section 75 claim)
- A solicitor to assess a potential personal injury claim

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. 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.

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.

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.

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 service but waiting time for carpet from manufacturer Britons was quite long

Excellent prices and services. Thank you !

Delivery was very slow but worked out well in the end

First class service from point of ordering to delivery

Chasing for up date on overlocking and delivery of carpet after being told we would get it early this week before purchasing it.

Staff promised to ring back 3 times, never do. Finally visited store, member of staff said he was furloughed, I have no idea what that has to do with me or my order? He looked totally fed up with me, which is his fault for not just returning my call and answering the questions, has it gone to the overlockers and when would it be delivered?

At the store no one could make a decision when carpet could be delivered, Thursday maybe, but a chance of delivery Wednesday which could not be guaranteed. As everyone was just standing around looking for excuses why they could not deliver the carpet, hubby asked "What about today"?, delivery driver shrugged his shoulders and said "yea I could do today"!

OMG, it was that easy? They delivered it yesterday and the delivery driver was extremely polite and helpful.

This store is in urgent need of leadership. I understand that Covid-19 has thrown everyone off their step, but this is the time to build and rebuild customer loyalty and you don't do that by never being able to make a clear and concise decision and keep the customer informed.

Check Trust Pilot reviews for this company (I didn't, but have now) it looks like delivery is according to other reviews letting this company down, which is a real shame. Possibly they should offer an alternative delivery service if their own is overworked and undermanned.

Easy to order. Good price. Quick delivery. Will use again.

Great service. Carpet arrived on time and a really good price. Thanks!

I have used Carpet Factory Outlets Kidderminster 3 times now . High quality products ,competitive pricing. Communication excellent and delivery to a very rural location no problem.
Would use again without hesitation.
Julie
North Wales

Great carpet at a great price. Delivery was fast and the delivery man pleasant, polite and helpful. This is my second carpet from Carpet Factory and i cant fault them.

Great service. Fantastic carpets.

Excellent product and service!