SCS review: Carpet fitting / visible marks

Dear SCS

I’m sending you this original email that I sent the after care team back on the 2/8/23 which has never been acknowledged or answered. After twenty odd weeks my faulty carpet has finally been fitted on the 16/9/23 by an awesome fitting team led by Manj who is a credit to your fitting team, as are your call centre team, they must encounter so much negativity customer’s encounter with your company’s services. Again I do not normally complain but I think I need to draw your attention to the service I have received.

Please see original email below which I said never acknowledged or answered.
I look forward to your answer
Hi After care team
I fill saddened to be sending this email but fill I need to.

After selecting SCS to re carpet my house my wife and I were looking forward to a great carpet under our feet, even though it would be a lot of work turning the house upside down ready for fitting.
On the day of the fitting all was going well until we saw very prominent lines through the carpets in upstairs hall and bedroom and livingroom down stairs.

I called the fitter up to look at them and he said they were often normal and would go in time, not the answer I was looking for after paying £1600 for carpet and £280 fitting, surely he should have shown us these before he laid it. I raised my concerns and put them on my receipt copies to be sent back to store.

In the coming weeks I was contacted by customer services and told that this is normal and would have to be left 12 weeks before anything could be escalated, which I was not happy about I sent several photos and it was agreed the surveyor who priced and measured job would return and investigate.

On his appearance I showed him lines and two rooms where carpet was rising/rippling and also bathroom bar was loose, he agreed carpet may need restretching and bar looking at, and that he may have to get manufacturers involved as lines were still visible and he would put it in his report. 3 weeks later and I still had not heard anything so called helpline again to be told his report contained nothing we had spoken about and everything was ok in his eyes, but I’m sorry I beg to differ, I spoke to Sophie and she was amazing and got another fitter out to look at faults he came today and found the bar to bathroom was the wrong bar and not even fixed, and when stretching carpets in bedroom and livingroom found gripper rods were not fixed properly in some areas and had to remove a good inch to stop lumps at skirtings again not great seeing as I paid someone £280 to do it properly the first time. He also said the line on top landing does look like a fault as 13/14 weeks in it’s still visible and will put in his report it will need changing ASAP so I must question surveyors report which I have seen and read.

It has just been one issue after another since having carpet fitted and has literally put a dampener on whole job and now we could be going in to 15/20 weeks before it’s anywhere near finished which I find totally unacceptable on all levels.
I will wait to see final outcomes and your response to this email as I think this needs addressing.
On a better note can I just say Sophie & Shannon on phones have been great with dealing with issues, and I think his name was Manj who came today was great.

Look forward to your response
Paul Cook