SCS — bedroom carpet / lack of response after two emails and two weeks
I wanted to write to make you aware of the recent issues surrounding the order we placed with you on Sunday October 7th with Matt from your Kidderminster outlet.
The carpet was ordered and the fitting arranged for Saturday 20th October. On arrangement of the fitting we were told that the carpet fitter would telephone us first thing on that day to let us know a time and we should ensure that all of the furniture, old carpet etc from that room should be removed prior to this. We spent the evening of Friday 19th October doing this in readiness.
On Saturday morning we awaited the phone call. When the time reached 11:00 we were concerned that we had not heard anything so called the store. We were told that they would find out what was happening and get back to us as soon as possible. They did not call us back but at 12:00 we then called them. They told us that the fitter had called in sick and our carpet was unable to be fitted by him on that day - why had this not been communicated to us as soon as they knew? We were told that an alternative fitter may be able to fit later in the day and if not on Sunday 21st. We explained that we had nowhere to sleep as the other rooms of our small cottage were filled with furniture and our bed dismantled so that would be welcomed. By late afternoon we called again as we had not heard anything more and were told that the fitter would not be coming that day and fitters did not work on Sundays - how did they not know the Sunday information prior to this? A new date was arranged for Monday evening at 4:00 meaning that either my husband or myself had to finish work early. We continued to sleep on the floor as this was only two nights away.
We called SCS on Monday morning as nobody had called to confirm that the carpet had been collected from Telford and we were, understandably concerned that the fitting would be cancelled again. We were told this time that the carpet fitter (Harry) had been to Telford to collect the carpet and he had noticed that the carpet was damaged and therefore could not be fitted - I wonder how a carpet can be cut from a roll without being checked or damage noted by suppliers? SCS said that they would reorder the carpet which would arrive in the warehouse by Friday 26th, be collected by Harry on that evening and the fitting arranged for first thing on Saturday 27th and we were told that we would be first on the fitting list and Harry would call to confirm an exact time - we are still sleeping on the floor at this point without access to the bathroom or any other bedrooms it was all very inconvenient.
Saturday arrived, and by 10:30 we had not heard anything so, once again we called the store and once again we were told that our query would be dealt with and a member of staff would call us back to let us know what was happening - this did not happen. After an hour or more we called again and asked for the manager. The relief /cover manager Abdul dealt with our query and agreed that the customer service we had and were receiving was appalling and ‘was not how he would run his own store'. He explained to us that he would call us back when he had found out what was going on, he did do this and we were told that the carpet would not be fitted again on that day but was now booked in for Monday and it had never actually been booked in for Saturday 27th.
As you can imagine we are completely furious at the way SCS have treated us. Harry, the carpet fitter has told us that actually many of the things we were told are untrue and just excuses to halt fittings or for other fitters to complete their own work, for example he was expecting to come to us on Saturday 27th so the fitting had been booked in. As you can see by the above dates we spent 10+ nights sleeping on the floor, made many unreturned phone calls, put things in place over and over again to receive the carpet fitting such as time from work as well as the stress of it all due to your company's continued lies and incompetence. This is totally unacceptable and we would like to receive your response to this ridiculous chain of events as soon as is possible.
Paul and Stephanie MacDonald