Carpetright part 3

Since my post earlier today Mr Dick Woof had a change of heart.

This may have something to do with my final communication copying in their board of Directors or perhaps not

He called me on the telephone, was very apologetic and confirmed that they had not followed their own policies and procedures and that although he was unable to comment on the actions being taken against Mr Smarmy and his team he assured me that steps were being put in place to ensure future customers are not treated in the manner which Mrs Bunny Chow and myself were treated. He also explained that as a corporation they were looking towards ways of giving customers the choice of being less wasteful when ordering carpet, even if in some cases this may be more expensive due to manuafacturing processes at least we would have the choice.

Carpetright are also looking at options to recycle waste carpet both new and used as opposed to their current policy of using landfill.

I agreed that following his grovelling we would accept the initially offered gesture of goodwill.

Following this telephone conversation I recieved the this email from Mr Dick Woof, which also copied in their Group HR Director.

 ___________________________________________________

Dear Bunny Chow

Thanks for taking the time to speak to me on the telephone when I called just now.

As promised, I would like to confirm our policy and practice when providing estimates to customers. Estimating is quite complicated, which is why we provide the service, but it is our policy and practice for the estimator to explain how the plan will be cut from the bulk carpet, where joins will be in the finished job (if any), the pile direction, and any other significant features about the carpet. There is space on the estimate form – as you will have seen – for the customer to sign to confirm this has been done.

It is clear from the copy I have of your estimate that you were not asked to give a signature and this confirms your comments that the estimate was not properly explained to you at the time.

As I said to you on the telephone, this is not acceptable and is being taken further, as is the attitude of the Manager and his comments to you which we would not condone.

It is my responsibility to ensure that stores give customers the best possible service and clearly in this instance they and I have let you down and on behalf of Carpetright I would like to confirm our apologies and give you our assurance that this is not our normal practice and we very much regret the problems you have had.

If I can be of any further help please feel free to contact me by email or on my direct line (as I'm feeling nice I wont publish this but let me know if you experience similar problems and I'll happily pass this on).

Yours sincerely
Dick Woof
Head of Consumer Affairs