On 27th January I visited one of your stores in Rotherham and was pleased by the selection and the deal offered by sales staff. I purchased laminate flooring plus underlay and was told that a damp proofing membrane edging strips would be ordered and could be collected soon after. I paid for all the items. We were told that someone would telephone us when the items came into store.
After not hearing anything for 2 weeks I chased up my order. I was told it had yet to be delivered and someone would get back to me to let me know when i could expect delivery. No one called.
I tried to call back a number of times the following weekend where no one answered the phone.
I chased again a week later and was told the same and that I would be advised when it came into store.
I left it for a couple of weeks and chased again. I was told that the damp proofing membrane was a rare item and not often available. I was asked why I specifically ordered this set up as there was a combined underlay and damp proofing available. I said that I was not offered this nor was I told that the separate membrane was difficult to source. I was offered a swap for the underlay I had for the combined underlay. I agreed and was told that the new underlay would be available by the end of the week and I would be phoned.
Once again I received no phone call and it was left to me to chase. Yesterday I phoned and was told my items were available for collection. I went today to pick up the outstanding goods and was presented with the originally ordered damp proofing membrane (and the edging strips). I questioned this and why the membrane took so long to come. I was told that this item was like "rocking horse shit". I asked why I wasn't offered the other combined underlay to which I was told that it was much more expensive and that the system sometimes shows it in stock when it isn't.
All in all its taken 6 weeks to fulfil my order. In that time I've been fobbed off, misinformed, never had my calls returned and been given in my opinion a very poor level of customer service. I had a friend lined up to help me fit the floor but now I have to wait for them to become available again. This episode has been a nightmare and what I thought was a good deal has turned out to be such a poor effort on your part.
Yesterday I finally collected my bike, after many phone calls and being fobbed off, arguments and disgruntled conversations. I am really disappointed with the service I received and it is safe to say that I won't be taking my bike there again.
