Carpets & Flooring  Reviews 12

Excellent customer service would highly recommend

Verbally Abused by Sales Manager Over the Phone – Shocking Experience

I placed an order for flooring and underlay with Kashar Carpets & Flooring, also known as UK Flooring Depot on Wednesday, 28th May. By Monday 2nd June, I noticed the order still hadn't been dispatched. I reached out via live chat and email but received no response. I tried again the next day, still nothing.

On Tuesday, 3rd June, I finally received a call from someone named Mohammed, who introduced himself as the Sales Manager. He informed me that my order was delayed due to a bank holiday, which, bizarrely, had occurred before my order was even placed. He couldn't confirm whether my order had even been dispatched.

I explained that I had flooring fitters scheduled for Friday, 6th June, and needed the materials delivered before then. I simply asked for clarity or confirmation on delivery. Instead, Mohammed told me I’d have to wait for a call back but couldn't give me a time or date. Given my tight timeline, this uncertainty was unacceptable.

What followed was completely unprofessional and, frankly, disturbing. Mohammed began raising his voice, repeatedly talking over me, and refusing to let me speak. When I tried to explain the urgency of the situation, he laughed, and when I told him it was inappropriate to laugh, he responded that he was laughing because I "didn't know how to listen to his points" The call ended with him telling me to “f off” and that he is going to cancel my order.

I was absolutely shocked and appalled by the verbal abuse and total lack of professionalism, especially from someone in a managerial position. Being sworn at, mocked, and shouted over by a company representative is something I never imagined I’d experience. However, upon looking at the reviews, I can see I’m not the only one who received this treatment of being verbally abused on the phone.

To make matters worse, I’ve received no confirmation of cancellation, no email, nothing. I now have to contact my bank to initiate a chargeback.

I strongly urge others to avoid this company. This was beyond disgraceful, and no one should be subjected to such treatment.

Happy with the services they provide. Always using only them.

Great and friendly service, the team were very friendly and did a excellent job, highly recommended

Great experience. Dealt with Mo. Fantastic service from the start to finish. Listened to our wants and needs. Price was really affordable and high quality as well. Smooth and fast installation for our new house and really worked on our pace. Would definitely recommend.

Kashar carpets were very helpful offered great value and fitters were very polite and tidy I could not recommend more

The most unprofessional trades company we have ever come across.

We hired Kashar carpets and flooring to lift up all the carpet on both floors of our house, replacing this with laminate flooring; and finally to replace the carpeted stairs with a runner.

Issues had with the company/work completed:
1. Defected laminate was installed in the middle of our living room floor - it had a white stain engrained into it.
- When we raised this issue, one of the workers went to his van and got out a hb lead pencil and - without asking - began colouring in the defect. As our flooring isn’t black…this obviously did not work, he then grabbed our mop - again without asking, and began scrubbing at the stain to clear the lead off of it.
- We then asked if they were going to replace the defective plank and were told it would be too difficult of a job as it was in the middle of the floor and would require uprooting half of the floor.
- We messaged the company owner as we were unhappy with this response, he told us they could fix it but this would be another day of work - as it was already 6pm (none of the days they worked for us, did they start before 11am so this isn’t surprising). We decided to opt against this and cover the defect with furniture as we wanted the job to be completed within the set timeline as I’m heavily pregnant.
2. They came back to fit the runner carpet approx 3 weeks later. The carpet was fitted wonky on one of the steps, I raised this immediately with the fitter and was told that was all they could do and to leave it as is.
3. We also raised an issue we had noted with the laminate flooring where the transition between our hallway and living room was “bouncy” and not stuck down properly.
- to deal with these two secondary issues, we called the company owner as we kept being told they couldn’t do anything. Expecting an apologetic reception from the company owner for the shoddy work carried out, we were shocked at the argumentative manner we were addressed, with raised voices and talking over us.
- We mentioned that we were unhappy with the fact that the job was going to be extended to include a 5th day, as we were both taking time off work to make sure we were home & I am heavily pregnant (could go into labour any day) - instead of acknowledging that this was an inconvenience to our lives - he told us one day wasn’t a big deal and we should expect delays with trade work. He actually stated we were lucky it was just one additional day of work!
4. The runner carpet was left for the day with the fitter saying he was going to measure and speak to his boss. He left, we went to check the stairs and they hadn’t been cleaned - there were still wooden splinters and pins on the runner and stairs - a hazard. We spoke to the manager and he said this was due to miscommunication, which we actually agree with - but that’s the point, communication is impossible due to the language barrier.
5. By the night of the runner being fitted on the stairs, I’d been stabbed on the toes 3 times, on closer inspection we realised the gripper tacks were poking through the inner edge of the carpet on most of the steps. At this point we decided we were no longer going to continue to call them in for all the issues as they just kept creating new ones, so we didn’t bother informing the company owner. We have decided to go with a more reputable company.

All in all we have been so disappointed in the job done at our house. Employees who are unable to communicate with us directly so having to go through the owner for any little thing, who was incredibly difficult to get a speedy response from. Shoddy quality work, and the fitters expecting us to just accept the quality given bc it’s too much work for them to redo. Horrible communication from said owner who completely disrespected us on the phone, yelling at me - and when this was brought up, stating “this is just how he speaks”.

I cannot believe a company like this has the reviews it has, it’s beyond shocking. We will be actively recommending against anyone we know in the area using this company. If you’re happy with subpar work, and an attitude when raising any issues - these guys are the one for you!

Very professional service both in store and from fitters. Good range of carpets to choose from and prices for flooring and fitting are very reasonable. Laminate fitted by one team, carpet by another. Very friendly and hardworking. Will use in future.

Friendly helpful service. Definitely recommend them

Excellent turnaround time. Ordered flooring carpets online and it reached faster than I imagined

very professional team, great people to communicate, will work with them again. Highly recommend