Review of Karndean international Ltd

3 years ago

UPDATED

UPDATED
Really professional and helpful experience visiting the showroom to meet with Alex. He was knowledgeable and helped narrow down options to a flooring that will work for our space (5 stars at this point). Sadly this is where things went awry. Alex assured us the style and amount of floor we wanted would be delivered to us through a local supplier within 5 days - which was a key factor in us choosing Karndean as it fitted with an accelerated timeline for the renovation work we were having done.
We placed the order and again were told 5 days by the shop. I received a call back from the shop to inform us that the Karndean online ordering system was incorrect and instead of being 5 days it would be 2 weeks.
I only require 6m2 of flooring so rang the showroom / factory to see if there was anyway to get the flooring within the 5 days i was originally told - the lady I spoke to was not only unhelpful but rude and as i wasn't a wholesaler, would not entertain a conversation about any way of helping.
2 weeks have passed and on ringing the supplier I have been informed that I have to wait a further week.
In the meantime I have a 3/4 finished bathroom without a floor (and can't fit the sink or radiator) and will need to re-engage the Plumbers to come back and finish the job.
If Karndean had been honest at the beginning about their supply issues, we would not have purchased.
Whilst the flooring might be high quality and look lovely, if you are considering buying and need it within a month i would seriously consider looking elsewhere.

Update
As a result of the above feedback Customer Care contacted me to: explain the delays & apologise profusely for the customer experience I had when contacting the factory. I still maintain that Karndean need to be more transparent regarding their increased lead in times for supply but Kim was beyond helpful in trying to make amends for the situation. She assured me the delivery would be with us by the revised date and then pushed for a quicker timescale, meaning we eventually got the flooring 3 working days ahead of schedule. She maintained contact throughout to ensure i was happy with the outcome and for that reason alone i am more than happy to amend my review and rating. A shame about the first experience but more than made up for with this second contact