From: Nigel Symonds (Mr Carpet) [nigelsymonds@mr-carpet.co.uk] Sent: 14 December 2020 12:15 To: 'David Guyan' Subject: FW: Flooring 113 Blagdon Road Best regards Nigel Nigel Symonds Mr Carpet Ltd Mobile: 07973 802143 email: nigelsymonds@mr-carpet.co.uk Website: www.mr-carpet.co.uk -----Original Message----- From: Sally Blackman [mailto:sallyblackman@mr-carpet.co.uk] Sent: 05 December 2020 14:23 To: nigelsymonds@mr-carpet.co.uk Subject: FW: Flooring 113 Blagdon Road Hi Nigel I've responded saying I'll need to speak to you and Roy, not sure what she was expecting. Kind Regards Sally Sally Blackman Mr-Carpet 308 Worple Road Raynes Park London SW20 8QU Tel No. 020-8947-7522 New Opening Hours Tues-Sat 10am -4pm -----Original Message----- From: Charlotte King [mailto:kingcharlotte66@gmail.com] Sent: 05 December 2020 14:09 To: Sally Blackman Subject: Flooring 113 Blagdon Road Sally, We wanted to email about the floor. First, we do acknowledge that Roy did what he could with a difficult job. The issue with the fireplace concrete was very frustrating. Nigel came round to quote and, in our view, should have done proper diligence as to whether this type of floor could be sensibly fitted in this house. We ended up trying to deal with the issue ourselves in a short window of time and this was very stressful. Ultimately, we had to get another workman in to help remove the concrete at very short notice. I also flagged to Nigel that I believed that the built in units may have been assembled on the existing carpet (we bought the house with the large units already fitted). This was another major issue that we had to come up with a solution for and, again, Nigel didn't raise any red flags about this being a potential problem at the time of quoting. Nigel also failed to mention that the level of the new flooring would be lower than the old carpet and so the skirting boards would not be painted to sufficient height. Again, I had to come up with a solution to this last minute and we ended up buying beading from B&Q as a work around. When these issues came up, we were the ones that had to come up with proposed fixes. There was no support from Mr Carpet. Roy was obviously not in a position to know about these issues before he arrived as he had never been to the house before but these things should have been flagged in the quotation process that Mr Carpet was responsible for. We have also noticed a number of scuff marks and scratches on the flooring, as well as some damage to our walls. We acknowledge that floor scuffs and scratches will occur as par for the course but they shouldn't be there on a brand new floor. We attach various pictures. There is one particularly large scratch that was hard to properly photograph, as well as a bad scuff mark where we think the sofa has been moved. This is really disappointing. We do not know if they were on the new product or caused in the process of fitting but, either way, this is not acceptable from our perspective. Finally, Roy has not sealed the flooring in the doorway between the kitchen and living area. I attach pictures again. Could this please be dealt with? We went with your company because we wanted to support local and you had good reviews but our experience has not met our expectations. Given the above, can you please come back to us with a proposal to adequately address the shortcomings of this process and the final result. Kind regards, Charlotte