Complaints Process
If you are considering buying carpet or flooring, it is important to read our complaints process.
The Carpet Stop Complaints Process
In the unfortunate event that you have a complaint regarding a product or the service you have received, please follow the below process:
In-Store Orders
If you are not completely satisfied with the product, delivery or fitting service you have received then please contact the store that you made your purchase in. Depending on the nature of the issue they will either arrange for an experienced estimator to come out at your convenience to investigate or they will arrange for the fitter to come back and fix the issue, again at your convenience.
Please have your order number and address of fitting or delivery ready when contacting the store.
Telephone Orders
If you placed your order by telephone directly with one of our stores, then please follow the process as above.
Website Orders
If you placed your order through our website and you are not completely satisfied with the product you have purchased, then please contact our online orders department at head office by email at online@thecarpetstop.co.uk or through the Live Chat option on our website.
Please include your order number and contact details in any correspondence.
Please be aware that items sold through Facebook marketplace are sold as seen. These are examined prior to listing and any faults noted on the listing. If however, you find any further issues, then please contact us through Facebook messenger or by email at online@thecarpetstop.co.uk
eBay
If you purchased any products from us through eBay, then please contact us through eBay and follow their process.
Our Responsibility
Once you have contacted us and made us aware of any issues, we will maintain communication and keep you informed of all progress.
We may request photos from you as part of the initial assessment.
We will contact you directly and arrange for any visits from our employees to be completed within our working hours and at a day and time that is convenient to you.
If the issue needs to be reported to the manufacturer, we will do this on your behalf, they may contact you directly to arrange for an inspector to visit.
If we have attempted to make contact with you regarding your issue and have not heard back from you within a 28-day period, then we will consider the issue to be resolved, and the matter closed.
