Castle Carpets

I decided to put a new hall and stair carpet in for a tenant. To make sure they got the colour they wanted, I asked the tenant to visit the shop in Shirebrook and choose what they liked. I went along to make sure I was ok with the colour. They chose a nice beige colour which I had a look at and agreed it was ok. I then asked the shop for a written invoice for my books and paid in full. Yesterday came to the day of fitting. I let the fitters in and went and sat in the front room whilst they did the job. After about an hour and a half I went to see how they were getting on and noticed that the carpet they were putting down was grey. I explained to the fitter that I ordered beige and he showed me the paperwork which said grey. I have since looked at my invoice and it does say grey. My error was to trust the shop to put the right colour on the invoice, as I didn't look at the colour when I paid, just the price. I then filed the invoice. After explaining to the fitters that it was the wrong colour, I phoned the shop to be told that Julie who dealt with us wasn't in that day and I would have to phone back the next day. I called back today to discuss this and Julie was adamant that we chose grey, even though I saw the colour that my tenant chose and it was beige. Julie was not willing to accept that she had made a mistake or apologise for any misunderstanding. In fact she said there was nothing that could be done apart from me going into the shop and she would show me that I chose grey. The fitters did a good job, but that doesn't alter the fact that I have paid over 500 for a colour of carpet that I didn't ask for. Another member of my family had some vinyl fitted a few weeks ago by Castle Carpets and insisted they had laid the wrong one. Thought the member of my family had got confused and I said that they wouldn't fit the wrong one. Maybe my family member was right. Myself and members of my family have used this shop for over 15 years. It is a shame this has happened. I am not impressed with their response to my complaint. Just not good enough.
Feb 9th, 2023

Helpful staff worth a visit
Nov 17th, 2022

Great customer service, helpful advice and plenty of choice..... We always go here for our carpets and flooring.
Oct 17th, 2022

Apr 9th, 2022

Aug 6th, 2021