ONL1255135 and ONL1241967
Order reference: ONL1255135 and ONL1241967 I placed two separate orders with Online Carpets for laminate flooring and, unfortunately, both orders contained damaged or defective planks. I contacted Online Carpets and supplied photographs showing a number of the damaged boards. I tried to be as comprehensive as reasonably possible, although there were simply too many affected boards for me to photograph every single one. Some of the problems only became apparent once the planks were removed from the packaging and I attempted to lay them, including boards that would not fit together correctly. What has made the whole experience particularly frustrating is the way my complaint has been dealt with. Rather than considering all of the information I have already provided and sending one comprehensive response setting out exactly what they require from me, I keep receiving another email with another question or another request for information. I answer that, only to receive yet another question or requirement. It has become an unnecessarily drawn-out, seemingly endless back-and-forth process. I have already provided photographic evidence of the damaged planks, yet I am now being asked to provide photographs of three packs packaged up ready for collection and to demonstrate that they contain full, unused and unaltered planks. This makes very little sense when some of the defects could only be discovered by taking the boards out of their packaging and attempting to fit them. The photographs I have already supplied clearly show individual damaged or defective planks which have necessarily been removed from the packaging. I also cannot simply put all of the affected boards back into their original packaging as though they had never been opened. I do not have unlimited space to continue storing defective laminate, nor do I have the time to repeatedly photograph, sort and repackage damaged goods while responding to question after question when I have already explained the problem and supplied photographic evidence. I fully appreciate that a retailer is entitled to make reasonable checks when dealing with damaged goods. However, there comes a point where the process becomes unnecessarily burdensome for the customer. I ordered and paid for new, usable laminate flooring. I received damaged or defective flooring across **two separate orders**, reported the problems and supplied photographic evidence. What should have been a straightforward matter to resolve has instead become an extremely frustrating and time-consuming process. At this stage, I have simply had enough. THIS HAS NOW BEEN SORTED BY THE COMPANY. I HAVE BEEN ASKED NOT TO REMOVE THE REVIEW OR I WOULD. THEY SORTED IT BY REFUNDING ME. CANNOT FAULT THEM NOW