I am VERY disappointed with Balfour Carpets, and this experience has completely put me off ever ordering from them again. My parents have bought carpet and vinyl from here for years, and we've never had an issue before -- usually, you get what you pay for. But this time was absolutely appalling from start to finish.
We hadn't moved all of the bulky furniture out of the living room and kitchen beforehand, as my dad struggles with heavy lifting due to his frozen shoulder. This included the fridge, dining table, 3 sofas, a showcase, and a TV unit -- all items that could be shifted around as the job progressed. However, when the fitter arrived, his first words were basically that nothing could be done in the living room and kitchen because the furniture hadn't been removed. We explained that we could move things around for him and suggested he start upstairs, where there was no furniture at all. Instead of working with us, he immediately refused, repeating that he can do the upstairs but we would have to reschedule for the living room and kitchen. This would mean we would have no carpet or flooring at all, as we had taken the previous flooring off for the new fittings.
While this was happening, we called Balfour and explained the situation. They said they would speak to the fitter -- but nothing changed. We called again and explained that we had already cleared out all the furniture except for the large three-seater sofa (which we couldn't manage to get out of the house) and the fridge in the kitchen. We asked if the fitter could simply work on one side of the room, then move the sofa or fridge across so he could complete the other side. The person on the phone said this would be fine. Only after they contacted the fitter again did he finally agree to do it, but he continued making a huge fuss about everything.
He complained that he couldn't fit the flooring near the TV unless the wires were lifted, so we had to hang them over the TV just to satisfy him. His colleague was completely useless, standing around the entire time doing absolutely nothing -- like a pillar, just taking up space. Then, unbelievably, the fitter told us: "Wait until we leave before putting the fridge back, because if it rips then it's your fault, not ours." What a bizarre and unprofessional thing to say to a paying customer. And, sure enough, when the fridge was moved, the vinyl ended up tearing -- exactly what we were concerned about. He was quick to take the money though.
What makes this even more frustrating is that at no point during the purchase, booking, or quoting process were we ever told that all furniture must be removed from the rooms before fitting. In the past, we've had fully furnished rooms done by Balfour, including bedrooms with king-sized beds, and the fitters managed without making such a spectacle of it. This fitter (I believe his name was Matt) was petty, unprofessional, and completely lacking in empathy for our situation.
I am extremely unhappy with both the fitter's behaviour and Balfour's lack of communication. If Balfour wants to enforce rules about removing all furniture, then they need to make those rules clear at the time of purchase -- not leave customers to find out the hard way while being spoken down to and treated poorly. This entire experience was stressful, unhelpful, and not at all what we expected given our years of loyalty as customers.
Unless Balfour drastically improves their policies and hires professional, empathetic fitters instead of useless bystanders and complainers, this will be the last time they ever hear from me. read more
