A mistake is fine, the lack of care isn’t
We ordered three carpets from Calvert’s and to be fair, two of the three were fine. The issue was the third, which turned up the wrong size. A simple mistake, and one any company can make. What followed is the reason for this review.
The fitter flagged the problem to Calvert’s at the time it happened, so they knew straight away. Despite that, no one called to put it right. I was the one left chasing, having to make contact myself to get their own mistake sorted, when the effort should have come from them.
It also meant I’d taken a day off work for a fitting that couldn’t be completed. That’s a real cost and inconvenience to me, caused by their error, and at no point was there any apology or even any recognition of it.
Even when we went into the shop to sort it out, there was no effort to help. We weren’t shown any alternatives or offered anything similar, just left to look around on our own. For a mistake that was theirs, the lack of care was telling.
No solution offered, no explanation, no apology. It never felt like my business mattered or that there was any genuine interest in making it right. A good company treats a mistake like this as a chance to show what they’re about. This was the reverse.
In the end we decided to take a refund and go elsewhere, somewhere with better service. Two good carpets out of three isn’t a disaster, and I’d happily have come back and recommended them if the third had been handled well. Instead, if decent service matters to you, I’d go elsewhere.