Complaints
Complaints Procedure
We at Lazy Carpets take complaints very seriously, we aim to resolve complaints as quickly as possible and to the complete satisfaction of our customers.
Our procedure will explain how we deal with any complaints and what you can do if you think your complaint has not been resolved to your satisfaction.
If you have a complaint, we would like to hear from you. You can contact us directly by telephone on 01925 988627 or in writing to our head office address and your complaint will be resolved.
Lazy Carpets Ltd
Unit 251 Europa Boulevard
Westbrook
Warrington
WA5 7TN
When you raise your complaint with us, we will need you to tell us:
- Your order number, name and address
- The reason for your complaint
- Details of any individuals you’ve spoken to about your order or your complaint
Any complaint verbal or written will be referred to our general manager at the earliest opportunity. We will also:
- Acknowledge the complaint in writing promptly.
- Make contact to seek clarification on any points where necessary.
- Fully investigate the complaint.
- Keep you informed of our progress.
- Discuss with you our findings and proposed response.
You will receive contact from us advising on progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks after we received your complaint.
Who will deal with your complaint?
We will investigate and respond to any complaints about our products or services.
If you’ve taken out finance to fund your purchase and your complaint is about your finance, such as your monthly repayments, interest or charges, you should contact your lender directly to complain to them.
If your complaint is about how we introduced you to the finance, we will work with Deko and/or your lender to investigate and respond to your complaint.
Investigation
We will work with the relevant department manager to establish the nature and scope of your complaint and identify what has happened.
Keeping you informed
In situations where we require further time to investigate your complaint, we will let you know by email.
Final response
We will issue our final response within 8 weeks at most. This will clearly set out our decision and the reasons for it.
Closing a complaint
We will consider a complaint closed when we have made our final response to you. Our intention is always to provide a fair outcome for all parties. This outcome does not affect your legal statutory rights.
If you remain unhappy with our response
If you are not happy with our final response and resolution of your complaint, the following options are available to you:
- If your complaint relates to our product or service.
Please let us know what we’ve not got right for you and our general manager will consider what else we can do to resolve your complaint.
What Our Customers Say About Us
I am so pleased with my new flooring that has been recently installed by Lazy Carpets. A fast, flexible and professional service was provided by all of the team. I would like to give a special mention to the fitters, Phil and Adam, who were brilliant and exceeded my expectations! They were so helpful, friendly, tidy and knowledgeable - nothing was too much trouble! Thank you! I would definitely recommend!
Add our floor fitted today and its amazing, the fitters phil and adam did a amazing job , i would definitely recommend these to anyone thankyou
Absolutely love my new flooring, Steph who came to measure and run through my options was so lovely and helpful she helped me find the best flooring to suit my house and explained everything so I felt at ease
Phil & Graham came to fit the flooring and they was also lovely and did a great job so thank you all!
I will be using lazy carpets again when I change my carpets as this time I had herringbone vinyl which looks stunning and has changed the way my living room feels so much more brighter and even looks bigger!
Love my new stair runner they did an amazing job with great customer service from all the team. Thank you
I had Steph come round to give me a quote in 2022 for my living room, dining room and hallway. The lads came but unfortunately I don't know their names, sorry guys 😞 they were very good, polite and helpful.
I have just recently had my bedroom fitted by Lee, I Cannot give this man enough praise he was brilliant. He was on his own and had to move a disability bed, which I thought no way can one person do that, but he did!!
He moved a wardrobe that should have not been there as it wasn't on the fitting form but he did it anyway 😀
Lee gave me good advice on how to take care of the flooring which was brilliant.
I can 110% recommend Lazy Carpets, they give a fair price, good products and very good workers! Especially Lee xxx
The guys were very polite and professional and they did a wonderful job my home feels so homely and fresh I would definitely recommend them to anyone.
Absolutely made up with my new bathroom flooring! Phil was very kind & amazing at his job! Couldn’t have been happier! So tidy as well!
Today I had my new floor laid by Lazy Carpets, Steph was very informative when she came to see me and my husband . We are both disabled and pensioners and Steph could not do enough to ease our minds about picking what we wanted and shown a lot of samples without a sales pitch, today we had our floor done by two fitters phill and Adam they were very professional and well mannered . Made sure we were happy every step of the way, very clean, made sure we were completely satisfied with the work and even shown us the finish flooring and informed us if we had any questions or doubts, then we were to just give them a call. They also made sure that we were completely satisfied with the results made sure the area was clean and tidy before they left 💯 over the moon with my new flooring and I would 💯recommend lazy carpets to anyone I couldn’t have asked for a better team of fitters. THANK YOU SO MUCH STEPH, ADAM, PHILL AND all the team at LAZY CARPETS
Absolutely perfect 🥰
From Amelia measuring up and pricing the flooring, to Matt laying it, the quality of the flooring too, I highly recommend 👌