Order No ONL1261092, Failed deliveries, damaged goods, and terrible customer service—cost me £180 in fitter fees
I placed an order with Online Carpets for 9 packs of laminate flooring and 3 packs of underlay, but the delivery experience and customer care have been an absolute nightmare. Short-shipment & Damaged Goods: When the order arrived on 18th Aug 26, only 8 packs of laminate were delivered instead of 9. Additionally, one of the underlay packs arrived severely damaged with crushed, unusable corners. Broken Promises: Customer service acknowledged the missing box and promised urgent resolution. A replacement delivery was arranged for a specific date, but when the driver arrived on 26th Aug , they only had the missing laminate box and failed to deliver the replacement underlay, stating it might arrive another day. Financial Loss & Disruption: Because of their fulfillment failures, my professional installer could not finish the room on the scheduled day. I incurred an extra £180 re-attendance fee for the fitter to return, and my room was left unusable and unsafe for my family for more than a week. I ended up having to buy underlay locally out of my own pocket just to finish the job. Refusal to Take Responsibility: Despite admitting their errors in writing, Online Carpets refused to cover the £180 fitter fee caused by their short-shipment. After 11 exchanges emails between me and customer service and several times phone calls, I am extremely disappointed in the lack of quality control, failed replacement deliveries, and unwillingness to compensate customers for direct losses caused by their warehouse mistakes. Current Status: After escalating the issue, Online Carpets refunded the cancelled underlay and issued a £50 goodwill payment. However, I remain £130 out of pocket for fitting fees directly caused by their fulfillment failure.