From: Richard Clough [richardclough@mr-carpet.co.uk] Sent: 04 August 2017 10:42 To: 'David Guyan' Cc: anthonyrickard@mr-carpet.co.uk; 'Andy O'Sullivan' Subject: Complaint from Smith S28515 Morning Dave Anthony emailed you back in March regarding S28515 Smith. It is a job that we fitted last year that we had to put a join in the loft as a result of the room dimensions being different from what we were informed. The customer is still unhappy and holds us responsible. She has now made a formal complaint against us (see email below). I have gone through all the corresponding emails between Anthony and the customer and find it strange that the customer took so long to bring it to our attention, has ignored the comments made Anthony, referring to them as "really vague" and now complaining about our fitters attitude that has never been mentioned to date. They continuously comment that the carpets are not "fit for purpose" or "up to standard" yet the room in which they find the join was not built on both occasions that they invited us to measure even though they made the measure appointments. One the 1st visit there was no access to the empty loft space and on the 2nd visit a new stair case had been built yet there were no walls of even stud frames to measure from so had to take the information from the builder. Regarding our fitters attitude, I know Alan isn't the greatest communicator and I'm sure he wasn't the most jovial trades person the customer has had in their home however he did find himself on a building site that should have been clear and had to fit carpet in some areas without skirting that the customer/builders were due to install after due to the job running behind. The timeline of events are below: 13-01-2016 = Anthony measured. Appointment made by Merijn Gerlach (Project Manager) who met Anthony on site pointing out where things will end up as works had not started. 20-06-2016 = Anthony measured again as we were to that the loft area was now measurable yet no walls were in place however the stairs had been built. 28-06-2016 = Order accepted following Anthony's revised site visit. 07-07-2016 = Alan booked for fitting everything. When he arrives the job is still ongoing. We inform the customer that there is no skirting to some areas and if we rescheduled the job there would be a charge for wasted time to the fitter yet we are asked to fit anyway. 17-02-2017 = We receive a call from Mrs Smith regarding an unexpected join to the loft and emails between Anthony and Mrs Smith were exchanged. 04-03-2017 = Anthony attended site as agreed to look at the join to try and ascertain why it is there only to find the room to be a shape that that of which he was instructed. 08-03-2017 = Anthony emails the customer his findings after discussions with myself too which the customer replied stating "sadly we don't agree" and "well discuss this evening and decide our next move" 03-08-2017 = Formal complaint email sent by customer. In conclusion I believe we are correct in everything that we have done to date. You have mentioned in a previous email to Anthony about attending site to discuss. Is this still something that you would like to do? Anthony and Andy can you both read through the above and if there is anything you can add or feel that I have got something wrong can you reply to all. Rich Richard Clough Mr Carpet Ltd 293-299 Upper Richmond Road West East Sheen London SW14 8QS T: 020-8876-9126 F: 020-8878-2655 E: richardclough@mr-carpet.co.uk W:www.mr-carpet.co.uk Winners 2013 - Interiors Monthly - Best Carpet Retailer 3+ Stores P Please consider the environment before printing this email -----Original Message----- From: georgianaabigailsmith@gmail.com [mailto:georgianaabigailsmith@gmail.com] Sent: 03 August 2017 21:35 To: Nick Smith Cc: sheenbranch@mr-carpet.co.uk; anthonyrickard@mr-carpet.co.uk Subject: Re: Carpet Quotation For the attention of Mr Carpet Sheen Branch Further to the email conversation and subsequent telephone calls with Anthony Rickard, I would like to make a formal complaint regarding the service and carpet installation by Mister Carpet at the address 73 Church Road, Epsom. Our primary issue of complaint is the installation in our loft room which has resulted in a visible join at the top of the staircase in spite of the two occasions your representatives came to measure the room. I have attached photos for your reference. In addition I have attached photos of other areas in the property which do not meet acceptable standards and these combined with the unprofessional altitude of the fitters on the day, conclude our wholly dissatisfaction with the service received from Mister Carpet. This is disappointing especially as the business came recommended. I look forward to