DecoRug

Do not use Decorug! They sent a doggy installer to lay carpet in 3 bedrooms. I have been waiting now for 3 weeks for them to fix it. The original carpet was so bad they have to replace carpet in two rooms completely. Now the day before install is due they tell me have sent the wrong colour. This level of Incompetence is unbelievable!

Thank you Kylie and team for your outstanding customer service and flexibility to accommodate us and our needs. We love our beautiful new rug and it fits perfectly in our new home!nBut even still, we have been to other Deco Rug stores around the coast and the customer service has always been outstanding!nThank you guys, you are all a great asset to the Deco Rug Company! We love your work!

Went into the store regarding carpet and shutters. Spoke with John, who said he was the store manager. Arranged a time for him to come out to my house on a Monday morning 8:15am. Both my wife and I took the morning off work. At 8:45am we called the store with no answer. 9am no answer. My wife got hold of someone at the store on the phone later in the day. No reason provided for the no show and offered another date and time. A week later I had the day off and my wife could not be there because of work. Appointment was for 4pm. I called the store at midday to ensure that John was still coming for the appointment. I was told that there was nothing in the system and that John was out on a call at Main Beach but would be back soon and that he was going to call me. About an hour and a half later I received a call from Elliot and that he was going to come out from another store. Whilst on the phone with Elliot we made a time for him to come out. Elliot was polite and did the quote. John from the Helensvale store still never bothered to call. Very poor customer service. I also note that the store advertises their carpet per square meter. But when it comes to the quote they will not charge per square meter they will charge you more depending on the width of the roll. My 33sqm room comes in at 37.3sqm in the quote. I still only get 33sqm of room carpeted. I consider this as false advertising. And the response everyone does it, still does not make it right.

Very poor experience, my brother recommended this store for a high quality rug and a great range. Wish we had waited a month before purchasing. We recently had our 3 week old rug professionally cleaned by an Australia wide franchise business. Only to realise my $3400 rug wasn't covered on warranty after the ink leaked everywhere. We had been into the store 6 times to talk to them about easy cleaning rugs, as well have 2 dogs and family. Each time the staff insisted the rug we had picked was the best for cleaning and high quality. As I said to the staff, consumers aren't experts in rugs and we rely on the expertise of professional staff to have product knowledge. Deco rugs response was, we should have asked staff for a 7th time before having our rug professionally cleaned. Lol. Now we have a $3400 rug that is only a month old and has damaged our flooring and cost us in repairs as well as a wasted $3400 rug. I forget we must all made of money in this pandemic. Great way to support your community Deco rugs. Do not waste your time or money.

Great range, terrible services and very very poor quality rugs. Don't trust the warranty on your rugs or flooring as head office will get the last say and will deny your warranty. Rug is 1 month old and ink leaked everywhere. Was a $2000 rug as well. Do not trust what they say!