DecoRug

A great place a friendly place to be welcome into lots of rugs to choose from I be happy to go back again cheers

My partner and I are first home buyers, got the keys to our first apartment about a month ago. We weren’t too happy with the flooring downstairs so knew we wanted to get them re-done. Prior to coming to decorugs we had approached two other retailers. The first was horrendous, the saleswoman was extremely unhelpful and made us feel stupid for not knowing the ins and outs of flooring (it was our first time) And she was extremely pushy knew right away I couldn’t work with her. The second store had a friendly enough salesman but we found the pricing to not be competetive. Finally, on a reccomendation of my partners colleague we approached Decorugs. We entered the store randomly and were greeted by Mark. We told him we were quite knew and before talking about products gave us a bit of an introductory spiel on pros, cons and his recommendations. We were in there for less than 20 mins but walked out feeling confident. Seriously, can not recommend Mark enough. The floors were done just yesterday and they’ve exceeded our expectations. (See photos attached). All our friends and family have been impressed too. Thanks again to Mark and the team that installed it, we really appreciate your work and have recommended to all our friends and family.

Very bad customer service, pickup limited so you really need to take day off work (warehouse works with clients from 9am to 2pm, maybe because suits their lifestyle) and if you decide for delivery again is from 9am to 5pm but you have to sit home and wait because they can give you close time of delivery, all in all the lady I was on the phone with from Liverpool store was just asking for my card details so she can take payment for delivery not even listening what I was saying to her, at the end I was asking ti talk to manager but no one called yet, I'm really not even expecting the call!

Worst customer service and organisation ever.
Email and calls confirming an installation date. Just decide to change the date without notice.

Do yourself a favour and never buy from this store.

I'm sure other decorug stores are fine, just not this one. Horrible experience.

WOULD NOT RECOMMEND FOR FLOORING INSTALLATION - GOOD EXPERIENCE TURNED TO WORST EXPERIENCE

In September 2020, I arranged for Decorug to install both carpet and herringbone floor boards as part of our apartment renovation. Despite being priced higher than other quotes we received, the customer service within the store gave us confidence that the job would be completed professionally and efficiently, i was wrong.

There were no issues with the carpet installation, however the organisation of the floor board installation ruined all the credibility and confidence gained earlier. Installation for the floorboards was to take place the last 2 weeks of December 2020. The floor board installers on 2 occasions arrived and left shortly after because they couldn't complete the job because they claimed the job was too large. The third time, I called them the morning of the installation as no one had showed up for the booked time and they said they couldn't make it because they had a party to attend! They then arrived a week later and couldnt finish the job in the time allocated, so had to come back again. In addition to the logistical issues of the job, not enough stock was ordered to finish 2 steps and the transitions between the floor boards to carpet were loose. With the defects, i had to raise this and arrange bookings for them to be completed on 3 occasions because each time no one showed up to complete the job. This job was only finalised in April 2021.

I called Decorug head office to express my disappointment in December and left a voice message, rather than writing a review - to give them an opportunity to correct the issues, but to date no one has contacted me to discuss this.

Credit were credit is due, Elizabeth from their office who I spoke with each time to organise an installer is great - I actually felt sorry for her, having to always pick up the pieces from ALL the short comings.

They were very helpful in resolving issues with our options after a flood in our lounge room. Kabir and Ahmet installed our engineered timber floor. They were very co-operative and went to extra trouble to ensure a perfect finish with difficult aspects of our room. Highly recommended.

Ali who was the person who layed the carpet done a great job. He was on time and worked non stop until it was completed. He cleaned up all the off cuts and left the site nice and clean.

Enormous stock. Very friendly, helpful staff and great customer service. Amenable, convenient, rapid carpet laying. I appreciated some negotiation. Aftersales free bonus overlocking of carpet scraps making very nice matching mats. I recommend +

We decided to remove the carpets completely and have hybrid flooring. We went to Alexandria Decorug and Steve provided us with good service, he explained well the differences on products and scheduled us for a site visit next day. He arrived on time and well explained the products. We paid all amount in the beginning. After 3 weeks they came on time and started. Their installer his name Kabir, the moment he arrive, he started to criticise our flooring options. He could not finish his job as planned, he said that he had to go to another job, he asked for extra money. He was suppose to leave the unused materials but took them all. He did very wrong on kitchen flooring we ask him to correct it but he refuse and blame office they did not give supplies! We complained and send email to office. They said they would fix it but no one has been coming for two months. Also unused woods did not come back to us!
Still waiting somebody contact from office!

Really good prompt service so far not having carpet laid for another two weeks but feel confident that a good professional job will be done

I would like to say a big thank you to Steve from Alexandria store for helping me with the purchase and installation of my carpet. Steve was very helpful and knowledgeable and went out of his way to assist me with my choice. He was so patient with me when I had a complete change of mind after showing me many samples. He was always polite and amiable whilst I was in the store and during all the subsequent phone calls that we had while I made my decision. He went out of his way to fit me in for a measure between his commitments and I am very grateful for his time. I would like to say thank you to Dev and Charlie for the excellent job that they did with the installation of my carpet. You couldn't meet two more hard working men and they are so organised and professional! I am so thrilled with the wonderful service that I received from all involved with my interactions in the Alexandria store and would never hesitate to recommend them to family and friends. Many thanks once again to Steve for a fantastic job done!

I just got my rug today and wanted to leave a review as I truly got amazing customer service today and mark assisted with everything and even stayed back after hours to ensure I got my rug by tonight. I want to thank you for your patience and kindness today. Thank you

Regards.

Engaged Decorug for supply & installation of timber flooring. The sales person was very helpful and responsive until matters went wrong. The estimated time for installation was blown out - 6 days instead of the estimated 3, delaying my following projects and move date.

Estimate provided for the job was 2 days and one additional in case surfacing required. Total 3 days. Installers completely rejected the time estimated for the job. One went off on holiday mid way and the other refused to start saying he could not complete the work within the time frame.

No response to my panic phone calls or messages to the sales person concerned (you know who you are). The heat got too much for him and someone else stepped in with a lot of sweet talk but did not deliver the additional resources he promised.

The 3 stars are because the installers were skillful and did a good job and provided some solutions which the sales person was unable to.
The sales reps should take installers with them to the initial site visit.

None of the other service providers we engaged wanted full payment upfront. DecoRug an exception!

My advice - engage installers direct.

Even though we didn't end up choosing DecoRug Alexandria, we received amazing service from Alex Abdalla. Highly recommend Alex as a Sales Representative for the DecorRug brand and franchise. Alex was keen to get our business. He was always prompt (in fact early) for the measure and quote for our carpet, vinyl floorboards and plantation shutters. Very professional, approachable and friendly and always responded to emails and phone calls and delivered what he promised. We wished we could have gone with Alex and Decor Rug, but the price was what got us in the end and we ended up with a competitor next door.

Just had my floating floor boards re-done by Mike the installer and he did a fantastic job. He was very meticulous and I was impressed with the end result. Thanks again Mike.

PLEASE DO NOT BUY ANYTHING FROM DECO RUG ALEXANDRIA.

I HAVE BOUGHT A TIMBER FLOOR FROM DECO RUG ALEXANDRIA VERY EXPENSIVE BRAND SUPPLY AND INSTALL BUT JUST AFTER ONE YEAR STARTED TO MAKE BAD NOISE. I HAVE TRIED TO CONTACT THEM BY PHONE AND EMAIL BUT WITH NO RESPONSE AT ALL. THEY ALWAYS SAYING WILL GET BACK TO YOU BUT THEY NEVER GET BACK TO ME.

THANK YOU FOR GOOD CUSTOMER SERVICE AND FOR THE FAKE 25 YEARS WARRANTY.

The plantation shutters have made our Double Bay unit look amazing - thank you for the great service and quality installation.

I had deluxe soft carpet installed recently and am impressed by the quality of the product and end result of the installation. Thank you Mark, your work is much appreciated.