Disgraceful treatment of customers - After sales service

Do not make use of Top Carpets and Floors situated in Witdoring Steet Moreleta Park branch. They are very keen to do business, until an after sales service needs to be rendered.

I experienced the customer service and treatment by the OWNERS/ MANAGERS of the branch as dishonest, argumentative, patronizing, insulting, arrogant, and **********ic.

Top Carpets and Floors installed laminated floors in 3 of our bedrooms on the 18th of December 2020. The installation process were done professionally and seamlessly. All seemed to be in order upon installation. Only praises for the installation team.

As we went on holiday on the 19th of December, we only noticed 2 cracks on 2 of the laminated panels and warping of some panels in the main bedroom upon our return. We reported the matter to the Moreleta Park branch immediately and we were informed that Charles, I assume the owner of the business, will come to our residence to do an inspection.

Upon arrival it was clear in the attitudes of the two white men conducting the inspection that they decided beforehand that the client is at fault, and they are merely conducting a courtesy visit.

Once the cracks were pointed out, they were very quick to inform me that they are not in agreement with my observation and referred me to the design of the laminated floor panel. As I struggled to point out one crack due to poor lighting in the room, the two managers/ owners started commenting and asked me whether they can fetch the magnifying glass in the car for me to show the cracked boards. Further insulting comments followed "…We think we must really get our eyes tested for glasses as we cannot see the cracks". "…If one struggles to point out a crack the way you do, there is clearly nothing wrong". Eventually a reluctant commitment was made to replace the two cracked floor boards.

Top Carpets and Floors’ initial assessment was that the main bedroom was level and that no screeding was required. We followed their professional advice and the main bedroom floor was therefore not screeded before the panels were laid. Upon inspection the two gentlemen indicated that the warping panels are caused due to the fact that the floor is not level and that it is our fault as we instructed them not to screed the floor. That is a blatant lie, as we merely followed their professional advice regarding the requirement for screeding.

We ended up having to request the two men to leave our property, as they were getting increasingly argumentative.