Wilde & Sons Flooring

This is the response I have received from Wilde and Sons in Sale. My decorator took the top layer off my beading and I had to pay £150 extra to get this fixed by Wilde and Sons, for 4 pieces of beading and 2 door plates. They flatly refused to do it as a goodwill gesture and apparently the price was reduced to fit it. Liz could not do enough before the job had finished and now has put the phone down on me. I paid my money on the day as they asked. I have never dealt with anyone so rude and unprofessional! Same old story, once they have your money the aftercare is non existent. Not sure what she means when I spoke to her on the phone as was chasing my refund which she advised I would get! And as if by magic, I have my refund has gone in today!! Hi Liz Any idea when I will be getting the refund please? Hi Liz Thank you for speaking to me earlier. I’m disappointed that you didn’t have the courtesy to reply to my email to advise your accounts are on annual leave and I had to chase you twice! I paid my money on the day of fitting like you asked. As you know I’m out of pocket after everything that has happened so the refund is appreciated. I just think the aftercare is a little slow. Kind regards Hi Marie, I am sorry I don’t appreciate your email and the way you have just spoken to me on the phone. Your email came through at 5.30pm on Thursday after we closed and no one was here and then I was off yesterday as I had family commitments and when you called this morning, I was with a customer. I took your second call when you called back as I was then free and explained that Carol was off today and it was only the sales team in today with-it being weekend but I would speak to her on Monday as soon as she was back in and you would receive your partial refund. We have gone above and beyond, and I have always answered every call and email after you decorator had damaged the flooring, and communication has always been had so I'm unsure where this has all come from. I will speak to Carol on Monday then will advise when the refund has been sent. Thanks Hi Marie. It’s a unique experience to receive a 1-star review for the 'crime' of fixing your decorator's mistakes at a loss. Since you mentioned our aftercare, let’s look at the actual cost of that 'kindness': ​Actual cost of your repair (Materials/Labour): £134.50- 4 x beading, 2 lengths of Incizo and 3 hours labour. ​What you actually paid: £88.00 (After we did a skilled repair instead of simply replacing and chose to refund you for one of the Incizos even though we had bought it already) ​Our lack of goodwill as you put it ended up costing us £46.50. ​We absorbed these costs to save you money, and you were initially delighted with the result. Unfortunately, that goodwill was met with a 1-star review because our staff member wasn't available to answer your email sent after closing hours on Thursday, and was off on Friday. ​Furthermore, we have zero tolerance for verbal abuse; our staff member ended your call because they were being sworn at—not because of a lack of service. ​We have processed your refund today. Lesson learned: next time, we’ll stick to the invoice and skip the 'goodwill' entirely. We wish you the best

We have just had Wilde and Sons to fit karndean LVT to our hall and lounge. The service has been absolutely first class. Everyone involved have been excellent and they come highly recommended from us. Thank you

We had a great experience with Wilde & Sons and love that they are a local family business. The sales team were fantastic, especially Sue who was very friendly and responsive to all of our requests. The fitters did an amazing job and were efficient, tidy and respectful of our home.

The guys did an amazing job. They also left the place very clean and tidy -like they'd never worked! Elizabeth in the store helped us to choose the right carpet for our needs. I would highly recommend it and definitely choose them again for our next floor work.

The 2 ladies were very helpful to my elderly mum who called in to ask about some flooring for the bathroom. Heartily recommended them - support your local family business.