Victoria Carpets Avaliações 17

Do not allow anyone from Dunlop Flooring into your home without a witness. Based on my experience, the handling of product 830406 was unsafe and unprofessional. I purchased these Luxury Vinyl Planks, which gapped and shrank across multiple properties.

The first assessor, a Territory Sales Representative, confirmed in front of a witness that the flooring was defective. He declined an opportunity to inspect my other affected properties, stating he was satisfied that the product from the same batches was defective.

A second assessment was scheduled, and 3 representatives arrived instead of the 2 advised, including the Technical Manager and State Sales Manager. Despite the first assessor’s conclusion, the second visit produced a very different outcome. During this visit, an adhesive sample was collected in a urine specimen jar and handled without gloves and used scrapers. A removed plank was reinstalled using adhesive from a jar labelled “Three Threes Apple Sauce”. SafeWork NSW has issued a regulatory response in relation to this matter.

The Technical Manager stated the adhesive sample would be sent to “Nexus Laboratory” for FTIR testing. No laboratory report or FTIR results were provided in the final report. I’ve been unable to identify any laboratory by that name.

The Technical Manager’s report contradicted the first assessment and attributed the issue to installation. It relied on an installation guide dated 17 August 2020, which does not appear in the public domain, unlike other editions. No compatibility testing between the mandated hard-set adhesive and product 830406 was done as confirmed by Dunlop Flooring, and repeated requests for dimensional stability reports were not fulfilled.

Separately, the Retail Partner advised in writing that the issue was product-related, directly contradicting the Technical Manager’s conclusions. The Territory Sales Representative identified a defective product, the Technical Manager attributed the issue to installation, and the Retail Partner acknowledged a product fault.

Attempts to escalate the matter locally and to leadership within Victoria PLC, did not lead to a resolution raising serious questions about oversight and accountability. Formal reports have been shared with Regulators, including FOI records.

The handling of this matter raises serious concerns about accountability and whether product 830406 met reasonable expectations under Australian Consumer Law.

Response in relation to feedback provided below by Victoria Carpets - thank you for your offer to assist. However, this matter has already been escalated extensively across multiple levels within the organisation without resolution.

Initially, the issue was raised with the Managing Director of Dunlop Flooring, where my concerns were not addressed. It was then escalated further to the Global CEO of Victoria PLC via the Company Secretary. After more than 10 weeks, I received a response from the Head of Risk which was dismissive and did not adequately address the concerns raised.

In parallel, I repeatedly requested that Investor Relations table my submission with the Chair and other members of the Board. Unfortunately, these requests were not actioned.

Given the lack of meaningful engagement at all levels, I have proceeded with external escalation and the sharing of my experience.

Aimed squarely at the Worksop(Notts) branch.
An absolute disgrace to local retail.
2 phone calls, 2 emails and still no quote. Bad attitude too.
Avoid Vitoria Carpets Worksop at all costs.

Bought a carpet ultimat expresions and am seeking legal action it came with manufacturer fault and place I bought from recorded call and have been abused verbally shouted at refuse full refund or par refund very upset and have trauma will sue bec been having panic attacks and had to go to seek medical care so disappointed your review s are saying it all not even a sorry or we can get someone to fill and put down new carpet I am in Scotland but I will sue for more than I I paid and for distress you can help spoke to you this morning and told me to go back to abusers I need managers name of this company your reivews says it all I have recorded call from your receptionist and Morgan and Quinn need a manager from both to call me and listen to calls thanksreivews say it all

I was told by Tapi Customer Service that these guys were the manufacturers of my failed LVT flooring.

After Tapi refused to rectify the issue, I contacted Victoria Carpets. They refused to look into the issue stating that suppliers (Tapi) could be the only ones to do so.

For anyone looking into LVT, my flooring has failed after 2 years. The edges are lifting, it’s discoloured where air purifiers are, it has also failed by windows/doors (where the sun hits it) and by the dishwasher.

LVT is NOT fit for purpose.

Had our First Impressions carpet fitted in September 2023. To say we are disappointed with the carpet is an understatement. The carpet is looking worn and dull, and definitely looking a lot older than nearly 2 years old. For the price that we paid for the carpet we were expecting something that was going to last us for a long time.
I tried to put a complaint in directly with Victoria but was told that we would need to go to the store we purchased from to start the complaints process. We have done this and now 3 weeks down the line Victoria want us to send photos of the carpet and pay £150 for somebody to come round and ‘assess’ our carpet, which I have been told there are only 2 in the country and they charge for mileage! By the looks of other people’s reviews on here it seems as though they will come round and ignore the fact that the carpet is extremely poor quality.
Disgusted by the way Victoria have dealt with this so far.

Been down 18 months and looks 20 years old. I had first impressions carpet many years ago and it lasted really well, so stuck with it and purchased it again. After 18 months of it being down and nearly £5000 later, it looks worse than the one I had down for 8 years before. We are a normal family of 3, normal everyday use morning and evening. It has flattened everywhere, not just the high traffic areas. I don’t know what they have done but I wouldn’t even use the off cut's in my garage, it’s that bad!

Following my earlier review, my carpet has now been inspected independently. Apparently it is a “phenomenon” known as pile reversal which is “not a manufacturing fault”. You would think that this just means the vacuum cleaner has just pushed the wool in a different direction in some places but it actually looks as if pile is missing and there are huge patches like this. Victoria Carpets are members of the Carpet Foundation and therefore the carpet is guaranteed against pile reversal for two years which you immediately think is good news. However, the only rectification they offer is a replacement carpet which you have to pay to have fitted, bearing in mind we have just paid to have the first one fitted! Worse still if this “natural phenomenon” occurs again it is not covered by any guarantee and we will be stuck with it. Who in their right mind would want another carpet which potentially will have the same problem and not be covered by guarantee

My review is the next one on this thread. Victoria carpets have done nothing to help me. Instead they keep directing me back to the retailer who I bought the carpet from as they claim that they cannot deal with customers. My retailer won’t deal with me either as Victoria carpets ‘independent’ inspector has decided that my carpet is ok. I have red and green marks from wool stained with sheep dye, the way the carpet has worn after only one year is terrible and I have a ridge from poor fitting. Please can someone step up and help me?
I have sent photos and evidenced everything, anyone can see the problems. I wish I could post here!

If I could give Victoria Carpets 0 stars, I would. I spent almost £4000 on the installation of Victoria Tudor Coordinates loop pile carpet in chickpea throughout upper floors of my house.

Within weeks of the carpet being laid, the pilling was unbelievable. In high traffic areas, the carpet is covered in thick fuzz that does not come up with a suction only Miele hoover that we bought especially for this type of loop pile carpet. The carpet is frankly embarrassing, despite us believing that we had opted for a quality product to to fit in with the rest of our newly renovated home.

We went through the appeals process with Victoria, and an ‘independent’ inspector came to inspect the condition of the carpet within four months of it being installed. Despite the inspector’s visible shock at the condition of the carpet, the official outcome of the review was that the pilling had been caused by fair wear and tear and not a manufacturing defect. We do not have pets, we do not wear shoes indoor, we hoover our carpets weekly.

I contacted Victoria customer service team to appeal their decision that they are not liable to repair or refund us for the carpet and have not heard back.

DO NOT SPEND MONEY ON THIS POOR QUALITY CARPET!

I have just recently had my whole house completed by Victoria Carpets and could not be happier our decision was made easier by the friendly and helpful staff in store all the way to the fitters . We would 100% recommend to everyone
Well done team keep up the great work

I ordered 5 samples from a range, arrived in 2 days,I selected the colour ordered curtains to match to find out all the samples they sent had all been discontinued for weeks, what manufacturers sends samples out knowing they could not forfill the order.

After 18 months our luxuria velet was fading and covered in stains. An assessor came who couldn't or wouldn't hear me and wrote the opposite of eveything I said and concluded by saying it was what you would expect from a good quality wool carpet. The problem is it is nylon. Victoria carpets only responded when I put a comment on Sarah Beeny's post saying I hoped her carpets performed better than mine or she would be bitterly disappointed. Five months later they are now saying the cleaning products I used have bleached it no mention anywhere about it generally fading. I tested everything on an off cut first to make sure the products I used would not harm the carpet. This is something I always used to tell my customers when I had a carpet shop. They also say the Dr Beckman brush is too harsh and has caused piling, again this was tested on an off cut first and it was fine. Having experience in the trade I know what they are telling me is a load of rubbish but they won't budge. If only they still had reps they could send who knew their products this would most likely have had a different outcome. A carpet with a 20 year guarantee costing over £2000 should be fit for purpose a lot longer that 18 months but it is not. I gave 1 star as there isn't an option for none. I would strongly suggest you do not buy their products especially the Luxuria velvet as they do not have any customer after sales care whatsoever. I fail to see how they can accept a report for a nylon carpet when their EXPERT? didn't know what it was he was looking at and thought it was wool. As his report was done for a wool carpet in my book this makes his report void. I did not get a chance to tell them what I actually said and they have accepted his untruths. It simply is not fair I do not tell lies. I would strongly recommend to you all if you have an assessor to see a complaint record it or better still film it. If only I had done this I would have been able to prove his report was incorrect as it would be less than five minutes long, so very quick to watch.

Horrendous stench with our new wool (expensive) carpet fitted to our living room. So bad we couldn't use the room for over a week, smelt like farmyard manure and chemicals. Carpet was fitted in Feb 2023, to date it still has a distinct unpleasant odour, especially on warm days or when the room hasn't been used for a day or so despite having large french doors and windows open at every opportunity. Tragos (where we bought it from) have been great, chasing the manufacturers extensively for some guidance as to how to manage this (we weren't asking for replacement). Victoria Carpets have been useless, not responding or just saying use shake n vac or similar, this went on for 5 months with them, effectively, doing nothing. They finally sent out an independent surveyor who said it was a very strong smell of a newly fitted carpet - Ummm, we're 8 months from fitting, it's not newly fitted and still smells unpleasant. We had to chase the report for 3 weeks and aren't any further on to a suitable solution. There is NO customer service with this manufacturer, they only respond when you threaten to make a claim. Such a disappointing experience from a very expensive purchase.

My splash Georgian yellow carpet faded after a couple of months absolutely rubbish carpet

The review relates to the First Impressions range. On paper sounds the perfect carpet for modern life. Dense short pile carpet which is easy to clean. Unfortunately, in use it’s totally useless. Especially with the modern cordless vacuum. After less than a year and spending almost 2K, I’m looking for an alternative, which will be wool based.