Carpet Call Auburn

Mr Prajal looked after us very well. They have great discounts at the moment and some
Good selections

We chose to install vertical blinds in our bedrooms for their promised 90% light blockage. They are beautiful and good quality but they only achieve around 50-60%, leading to early morning light disturbances. We have sent an email to find a solution but they never reply. Their after sale service is so disappointing.

HIDDEN POLICY

Don’t buy from these guys. You’ll be disappointed. Spend less money and go elsewhere!

They have hidden policy, make sure when you are buying from them.no one example to you before make purchase, you won't be able to change your mind even if they are not able to provide you with what you have paid for, you either have to pay extra and get what they want to give you or there will be no refund
This is actual fraud and I'm sure I'm not the only one having problem with them

My husband and I purchased 4 rugs and prepaid the installation and order for the matching stair runner.

The stair runner had to be ordered from QLD but when it was delivered end of March, there was a manufacturing fault with the batch as the rug colour was wrong. Luckily, I noticed the colour fault before the installer stapled it down onto my timber staircase. I called the store and the man I spoke to said he would call me back with an update.

The next day he called to notify me that the rug runner would need to be ordered from Turkey and would take a month and a half. He gave me the option to refund or to wait. I decided to wait for the rug. I had recently purchased a new home and the main purpose of the stair runner was to prevent my dog from falling through or getting stuck between the floating stairs gaps. I was angry at the situation but understood the faulty batch was out of their control.

Since then, I have moved into my new home and have had to carry my dog up and down the floating staircase. My husband and I have called the store numerous times, each person stating that the manger was not in store or the person who oversees stair runners wasn’t available. My husband and I went into the store to try to get an update mid-April. Again, manager wasn’t in store, and he simply said the manager would call us back. We should not have to chase for information regarding our purchase. At one point my number was passed onto an up-line manager (area or state manager?), and they called me back to personally acknowledge my frustration and that they would handle my case moving forward. Never heard back from him again.

Fast-forward to June. It had been over a month and a half since we were promised the rug runner would arrive from Turkey. Again, no manager in store to take our calls. My husband received a few missed calls from the manager, but when he called back the manager wasn’t in store. We were fed up.

We called on 10th June and asked for a refund on one unrolled rug (to be placed at the bottom of the stairs), the runner, and the installation charge. Surprisingly, the sales professional had to first check this with their manager before allowing us to come in store to process this. This was outrageous as a complete refund at this point was a no brainer. We went in store the next day and the sales professional filled out a form and said it would be sent to head office to process. He said it would take “a few days”, taking into consideration the King’s Birthday public holiday.

I patiently waited for the refund and called the store on 21st June and was only told that it was out of the store’s hands and that it had to go through many departments to be authorised. The store has pathetic sales professional training to think it was ok to advise an already angry customer that their refund would be processed in “a few days”. The person I spoke to said they would find out what was happening with my refund and call me back the next day. No call back. My husband called yesterday; the sales professional had no information. I’m still waiting for my refund.

Highly recommended this place. The store manger John knows his stuff and was pleased to work with. He followed up with us from sales to installation. Communication was spotless and smooth. Would recommend anyone looking for carpet to reach out to John. Keep up the good work.

Had the pleasure of meeting Sarah today.
Amazing salesperson!
Patient and kind.
Well done Sarah. Thank you for your time

Good value and customer service.
We bought two carpets at 50% off plus free home delivery.

Their range of rugs are great and their customer service is excellent. I had great experience shopping at the store today. Prajal was very helpful to find the suitable rug for my living room and dining table. Thank you again for the delightful experience and assistance. Definitely will recommend everyone.

Excellent service from the staff and great range of products. Always happy to visit these guys again. Honest with great product knowledge. I would highly recommend to visit Carpet call Auburn.

Please do yourself a favour and avoid Carpet Call. Great experience until you order and pay. Thereafter awful. Delayed delivery and installation without notice even after confirming delivery the day prior and on the day. Itself. Phone calls not returned, no responsibility or accountability, zero customer service empathy or support across either store, area or state management. Clearly an organisation with a culture not interested in understanding customer wellbeing and taking ownership when it would have been easy to do so.

EDIT: Head Office called and profusely apologised for the actions of the Carpet Call Auburn Store and John Wang and provided a full refund. Not a peep from John or Carpet Call Auburn for their disgusting behaviour. Trying to keep thousands of dollars for doing nothing. Just steer clear to avoid unnecessary stress.

**PLEASE READ** Opened a Fair Trading NSW Complaint as Carpet Call Auburn will not provide a refund (thousands) even though they DID NOT PROVIDE THE SERVICE WE PAID FOR WHATSOEVER due to a mistake on their part. My partner and I are also prepared to take legal action if it comes to that.

Please be warned that this is a highly unethical and greedy business. Please read the events in chronological order below.

1. Met John, who provided us a quote for the laminate flooring we picked. We decided to go with them as he was confident Carpet Call could remove our existing flooring and lay down the new laminate. We showed him clear pictures of our existing flooring and its structure and he said it would be no problem but he'd come personally to inspect. We paid a deposit.

2. A couple days later, John sent a colleague to inspect and take measurements of the apartment (even though he said he would come personally - which was okay with us even though it was a mild shock when we opened the door to a stranger). John called and said there were no issues, so we booked in a date to get the work done.

3. On the day Carpet Call workers came to start the job, the workers called to let us know (before they started) that they in fact could not remove the existing flooring as it "wasn't what they thought it was". Subsequently, John called us to tell us they could complete it, but it would just cost a few thousands more as it was more difficult to remove and provided two subsequent quotes much higher than the original.

4. We kindly rejected the second quote provided as we decided to go with a different company instead. John said he'd organise the refund for us as we are no longer going forward with them and clearly it was their mistake.

6. After a week of hearing nothing.they sent an email saying we had cancelled the job and they're entitled to keep $1,600 for the labour (. WHAT LABOUR?), and to give us a store credit of $1,900 in place of the deposit to use for rugs and blinds and refund the remainder because WE had breached the contract? ! (Due to your mistake we couldn't go forward with the agreed service and us deciding to not go ahead with the second quote means we breached the contract? Sounds like an attempt at gaslighting to me).

They could not provide the service at the initial quote we accepted due to a mistake on their part and now want to keep our money because we rejected their quote of thousands higher.

John had been friendly throughout the process but is now unreachable.

Will attach all the evidence shortly if this does not get resolved promptly by Carpet Call Auburn.

John was very good help to me thank you for my new carpet I will be telling my friends about this

We paid carpet call to remove our existing floor and to replace the floor with laminate. John confirmed being able to do the job. The day of the job, I was contacted to let me know that they could not proceed with the job because they were not sure how to remove the flooring. They attempted to find alternative solutions that costed much more than the original quote and therefore we requested a refund. They claimed that we cancelled the job and breached our contract and therefore charging 30% labour fee, 40% as a credit and 30% refund for a job they quoted but could not do. I strongly recommend staying away. I've already lodged a complaint with fair-trading and will be talking to my solicitor to take legal action to be compensated for everyday they hold my money because the money they hold was specifically allocated for flooring and I'm not able to move into my property until the flooring is replaced.

I went to carpet call auburn today.prajal he is is really nice rug sale person, i liked his service.he recommend me nice rug.i bought some rug from there and i liked his reccomendation.please go there and meet prajal.thanks prajal for your help.

John has been super helpful for helping us choose the right carpet and explaining the differences between each. Great work, will come back again for our next home!

We purchased hybrid flooring from them last week and was supposed to be installed today. Multiple times during the sales process we informed them that initially the plan was carpet and now we are changing to hybrid.any additional costs/ requirements should be told to us during measure and check.after a week when the installers come they say the floor is uneven and the sales person says -its not his job.we asked the installer/builder/other supervisors and everyone is of the opinion that it has to be told during measure and check so that the floor is ready when installers arrive - Practical and logical right. But as per them installers will come and tell and obviously if the floor is not ready they wont install. At the time of Christmas when we told them the criticality of date- we were struggling the whole day to find someone to sand the floor to level so installers dont go away coz then installation would be delayed by weeks and we would be homeless as we are supposed to move in a week.all this was told to them before purchasing still they did not check. How do we know if the floor is ready or not. Installers say its not their job to prep.what are we as a customer supposed to do in that situation. Had we been informed we would have got the needful done.

Measure and check team only comes and measures- they know nothing.whats the use when installers come and say its not ready and book another date.is it not supposed to be checked earlier.

Understand we have to pay for floor prep but had things been.checked right and informed earlier, we would have kept things ready. On the installation date it can get stressful to arrange things.we ended up paying so much premium to find someone to prepare the floor immediately which we could have done at half the cost had the measure and check team intimated us.

We were stuck as they would not cancel the deal and refund nor have the competency to check and inform.we had days before installation and could have easily got the floor prepped at half the cost.please be careful during the sales process and ensure the measure and check team is competent enough. It absolutely doesn't make sense that installers arrive and say its not possible (not the installers fault) the customer is surprised as they were never informed earlier and stuck solving something immediately with no help

Also we were told it will take a day to complete the job during the sales process but the installers were very clear its a 3 day Job.its a shame we were stuck alone to solve these issues which would have never occurred had there measure and check team did the job right and informed things correctly. They only did the job of selling

Edit: 23/2 - All the concern shown below by team is marketing gimmick. I even sent the email and was told someone from management would reach out. Nothing happened since last 2 months. Sheer Marketing Tactic to show concern.

We came just before closing and was pleased when we weren't being rushed out. Yibo Ma was patient and a great help. Looking forward to seeing our new flooring installed.

Made my floor buying experience an absolute breeze,
big thanks to store manager John and I would recommend going here before you try anywhere else! Thank you very much for your great service!

We were in need of a carpet quickly and John came to the rescue quickly. He managed to fit us in over the Christmas period at short notice, which we really appreciated. We are also really happy with the carpet. Hopefully we wont need another carpet anytime soon, but if we did I would go back to see John and Carpet Call Auburn

John is very professionel and patient. He is knowledgeable to give advice to flooring based on what we expect. The process is smooth and all the details are explained. I would definitely recommend them from my experience.