Carpet Court

We are experiencing an absolute nightmare with our flooring supplied and installed through Caloundra Carpet Court located at Kawana Home Central. We thought Caloundra Carpet Court were a reputable company and one that we could trust to supply quality product, installation and service. Carpet Court claims to be Australia's largest retail floor covering specialist, has long had a reputation for expertise and advice based on superior product knowledge. We would like to share with you what you can expect to receive and experience with flooring supplied and installed through Carpet Court – if only we could turn back the clock and change our decision! We chose Caloundra Carpet Court over a number of other major Sunshine Coast carpet and flooring suppliers to supply and install new carpets and vinyl plank flooring for our brand new 2 storey home. Flooring was to be installed straight after handover from our builder and prior to us actually moving in, to give the installers full access to flooring without the hassle of furniture and belongings. After an extensive review of flooring types we chose vinyl planks (stick down type) from an exclusive range called “Home Sweet Home” for our the main ground floor areas, entrance, study, hallways, family, dining and kitchen areas, approx. 135m2 of floor areas. So the first lot of vinyl planks were installed in Oct 2018, (few days prior to us moving in our brand new home). After 3 days for the preparation and install the planks where installed and finished. By the way during the install, we caught the carpet installer on CCTV bringing his family and kids through our house and showing them round whilst we were at work – we certainly did not agree to having an open house without our permission! Unfortunately for us, after only a few hours after the installation was complete, it was noticed the vinyl planks were lifting and not sticking to the concrete. It started with a few areas and by the end of the evening the majority of planks were lifting. Basically, the glue used had bonded to the concrete but not to the plank. Our issues had just begun… Following numerous emails and inspections it took approx. two weeks to accept there was a problem, nobody knew why but all the planks 135m2 had to be ripped up, glue ground off the concrete, all the floor areas to be prepared again and then new vinyl planks installed. We were horrified to learn that all the dust created through grinding off the glue and concrete would fill the house and damage the brand new carpet that was installed in ground floor living and throughout the first floor bedrooms and living areas, window curtains, blinds and light fittings. Whilst we were waiting for a response and for the new date for the planks to be ripped out and new planks installed, we were not able to enjoy our new home, as all our fixtures and furnishings could not be completed due to the ongoing delay and issue with the flooring. Our new kitchen was placed on hold and we were getting closer and closer to Christmas period – incredibly disappointing and stressful that we still could not enjoy or complete our new home. Approx. four weeks after we reported the problem, the second set of vinyl planks were installed. The new planks were installed in what appeared to be half the time to install the first set of planks. We noticed on the 2nd installation, the planks were delivered a few days before the install and allowed to be conditioned prior to install. This was not done for the first install. After the second set of planks were installed we could see damage to skirting boards and walls, even our new oven was damaged with the installer pulling out of position to install planks and creased the panel. Carpet Court Caloundra initially denied the damage was caused by them during the installation. It took Caloundra Carpet Court sometime to decide what to do, they informed us that all the planks would need to be ripped up and an industrial grinder would need to be used to remove all the glue that had been applied, I was stressed to the max now as we moved in 3 days after the 1st installation, our new carpet had been installed, our furniture removalists brought our furniture and belongings, we had blinds, curtains, chandeliers, brand new furniture delivered, fitted and now an industrial grinder was going to run through the entire ground floor again, we asked for help lifting all the furniture but they refused to help us move anything. Can you believe after going through *** the second installation was a big fat failure, immediately after the second installation we noticed a defect in the planks (shiny streaks) and also you could see every grinding sweep in-dent/groove marks from the installers industrial grinder. We were told by Carpet Court the grinding marks are our fault because we did not have a flood coating done. The 1st install had smooth finish and no grinding marks, a flood coating was not required. After the second set of planks were installed we could see more damage to skirting boards and walls, even our new oven front was damaged with the installer pulling the oven out from the wall to install planks and creased the front panel. It’s now Feb 2019 and this is still ongoing. Carpet Court have accepted there is another defect in the vinyl flooring but are refusing to accept that the grinding poor workmanship caused grooves to the concrete floor, caused damage to our brand new skirting boards. We sick and tired of Carpet Court’s denials and blaming us, we just want a full refund and compensation for our losses. We were informed the floor will once again need to be levelled prior to a 3rd installation because of the grinder damage, we still can’t finish our beautiful new home knowing we have to have an industrial grinder go through our house a 3rd time. The dust is horrendous and took us weeks to remove from the 1st and 2nd install. Our solicitor is working hard for us but it’s so incredibly stressful and frustrating. This company is shocking, a warning to all potential customers - if only we could turn back the clock, we will never consider using Carpet Court ever again.