Consumer Purchase

Tapi Carpets: How Good Is Their Service And Products?

As I won my compensation claim against NHS Wheelchair Service/contracted repairers for damage caused to my floors by leaking batteries in my electric wheelchair, I am now in a position to have my floors finally replaced. I chose Tapi Carpets, I’m looking to have them lay laminate flooring throughout all of our downstairs and lay a carpet in our bedroom. If I found Tapi to be of good quality and service, I would then book them to do my stair/landing floor. So a fairly lucrative order for Tapi. So, how good were their service and products?

Tapi Carpets: How Good Is Their Service And Products? – I contacted Tapi Carpets as they had been recommended to me. I had browsed their website which I found to be informative. It had a good range of laminate flooring, carpets and luxury vinyl tiles. We were looking for laminate flooring throughout the downstairs of our home and carpet for our bedroom. Once we decided on what we would like, I contacted the company to arrange for them to come and do a quote.

Our Quote From Tapi

A gentleman came out who seemed pleasant enough but had no idea as to what we wanted quoting. (Something that I had told the operator who booked our appointment). We told him which flooring we wanted and he explained and apologised as he didn’t have those samples as a new line of flooring was coming in. Off to a great start I see!

We went on to explain we needed very tough wearing floors to handle my electric wheelchair as it is an indoor/outdoor chair so is very heavy and has large gripping tyres. He confirmed the floors we had chosen would be fine and Tapi offer a “wear guarantee” on every floor.

Tapi Carpets:  How Good Is Their Service And Products?  This is what they offer.
Tapi offers all of the above, some are an extra charge.

Our quote arrived later that day via an email priced at £1840.98. Our quote included:

  • Laminate flooring for our hall, lounge and kitchen
  • Underlay for all laminate flooring – Extra charge (Note: Some of the flooring supplied by Tapi require you have underlay for warranty purposes).
  • Scotia’s & End profiles (End profiles, no idea what they are)
  • Carpet for our bedroom & Spray adhesive
  • Uplift, removal and disposal of all existing flooring – Extra charge
  • Fitting – Extra charge – Tapi don’t make it clear that payment is direct to fitters on completion

We decided to go ahead with our quote. The three floors we ordered were:

From left to right – Floor 1: Richmond – Pembroke Oak, Floor 2: Richmond – Asgil Oak, Floor 3: Dallas Carpet.

Tapi Not Generous With Important Information

We were told by two different people at Tapi, the time-frame would be 2-3 weeks from start to finish. Great, won’t be long until completion. We paid for our flooring 10th August 2020, the fitters came to lay our hall/lounge floor 25th September 2020. Hmm, is that 2-3 weeks?? Have I miss-calculated? No, I didn’t think so.

While waiting, I contacted Tapi to get information about how the laying of the floors would be with a full-time wheelchair present. (I needed access to my wet room), so needed to know some sort of schedule.

Tapi replied, “The fitter will fit one room at time. If the wheelchair user is able to wait in a different room while he fits that’ll be great”. Sorry but that information wasn’t really all that helpful. (Should I just vacate my home altogether?). So glad I didn’t!! All will become clear soon.

We were told we would receive contact from Tapi the day before fitting, with arrival times of the fitters. Mid-afternoon I hadn’t received anything. As Tapi had been fairly bad at communication to date, hubby and I began to wonder if this was a terrible sign. I phoned the store, just rang and rang, emailed, nothing, tweeted, nothing! We were now getting worried we had paid a lot of money for something that wasn’t going to happen!

At 4:56 pm, I received an automated email: Tomorrow’s the big day! “Your fitter will contact you either later today, or tomorrow morning, to let you know when they’ll be arriving”. (They never did ring me). Then, 5:32 pm (Talk about 11th hour!!) I receive an email from Tapi with the information I needed. The fitters would be arriving between 9-11 am.

The Fitting Of Our Floors

Our new living room laminate flooring in dark brown wood

Our fitters (who I have to clarify are NOT Tapi employees, Tapi contract the work out to third parties, according to the fitters) arrived at 11 am. Two men arrived, introduced themselves and got straight to work. They worked non-stop until 10 pm. They were very nice and I have no complaints whatsoever.

The fitters were professional and friendly and I have to say, very impressed as they cleaned up every bit of mess and even mopped the new floor once finished.

In fact, I would recommend them to anyone looking for fitters and I’m hoping they will be returning to fit our kitchen floor once that has been rectified. More on that later.

Our floor in the lounge and hallway is amazing and beautiful looking. I am very impressed with the work that has been done. 10/10 to our fitters…Thank you for doing such a brilliant job.

No Kitchen Floors Today!

Our fitters showed us a sample of the flooring that was to be laid in the kitchen (taken from a new packet). Omg, I could have cried, the sample was (in my opinion) nothing like what we had ordered or what the website advertises. The sample looked like it had been lifted up from a high traffic warehouse after 20 years of use!! The website shows a lovely rich dark/black wooden laminate floor, shown below (middle picture).

The sample looked extremely washed out (Pictured left), I actually thought it was a sample that been in their van for some time. I was shocked this had come out of a new packet of flooring. Put against our present black flooring, the sample is far from black. The far-right picture shows what we believe to look very close to what floor came with the fitters.

Yes, I’m aware we are always told colours shown on a website are not always identical in real-life, but not this different! We explained to the fitters this is not the flooring we ordered and did not want them to lay it down in our kitchen. They advised ringing the store. I explained that the store NEVER answers their phone, so the fitter rang (to whoever) on our behalf.

Tapi said they would need to compare the sample to their shop sample to confirm if they are the same and then take things from there. It may be the case the wrong flooring was sent out or the image on the website is wrong. (I believe the latter is the case, to be honest).

More Mistakes By Crappy Tapi!

The following morning (Saturday), I received a phone call from Tapi. (I thought this was regarding the sample from the previous day. No, not so lucky!) It was to inform me, the fitter went to the warehouse to pick up my carpet and was told that particular carpet (Dallas in Grey) hadn’t been in distribution for some time and therefore not available!! This was the last thing I needed to hear!

I was so angry! I told Tapi, that I would choose a new floor for my kitchen and another one for our bedroom without any quibble from Tapi. He agreed!

Resolution So Far?….None!

So, the following day (Sunday 27th Sept) I rang Tapi for an update. The flooring for both kitchen and bedroom was on order and once confirmed, an appointment would be made for the fitters to come and lay the floors. He explained he was off on Wednesday and would get in touch with me on Thursday with dates for fitting.

I didn’t hear anything on Thursday, so I sent an email the following day (Friday), for an update on my floors. Tapi replied 5/10/2020 informing me my carpet was due for delivery the following day and could be fitted that week. Great! Bad news? My kitchen floor is out of stock and will probably take to the end of October before it’s back in stock again…..Bloody typical!! I now mentioned a goodwill gesture wouldn’t go amiss, he said he would see what he could do.

Due to the timeframe, the fitters who lay my hall/lounge floor understandably now would like paying for the work done so far. They asked if I could phone Tapi for the cost of what was owed to them so far. I did this and paid what was owed.

Bedroom Carpet

Friday 9th October, finally my bedroom carpet is laid, 2 months since payment!! The fitters, (Different fitters from laminate fitters), did ring beforehand with a timeframe as the standard auto email explained.

Three men turned up to lay one rectangle bedroom carpet. NONE of them wore any PPE, not even a mask!! What angers me the most is the fact Tapi is fully aware I’m a disabled customer, one would assume common sense would tell you that that customer is most likely shielding, yes? If unsure…….Bloody ASK!!

Tapi’s website says the following:

Fitting Service

  • Our fitting partners are working across England, Scotland and Wales.
  • They have been provided with adequate PPE equipment and will be sanitising between every visit.
  • They will ensure that social distancing is maintained at all times while in your home.

Not my fitters! Not even as much as have one mask between them!!

They also say: “Rest assured, we will continue to put the safety of our teams and customer first, and feel confident we have the right technology and processes in place to ensure this”. So why knowingly put unprotected fitters into a disabled person home??

They were also in quite hurry, they came in my front door, straight upstairs, no hello, broke a picture frame, took roughly 20 minutes and gone! But took 3 of them to do that!

To add insult to injury, the fitter was unable to supply an invoice, nor did they offer a receipt of our payment. I have since messaged them asking for both. Would not recommend these fitters at all.

Reading Tapi’s TrustPilot reviews, this is not the first time this has happened. I emailed and complained!

They did get back to me informing me my complaint has been passed onto the manager who is also CEO. Nothing since!

Kitchen Floor

I finally got a date for my kitchen floor to be laid, 9th November 2020! That is 3 months (literally to the date), from the date we paid Tapi for our order. So if/when crappy Tapi tell you 2-3 weeks for completion, they probably mean 2-3 MONTHS!!

Even though Tapi told us the end of Oct our floor would arrive, when I complained about the carpet fitters wearing no PPE, I asked for an update on our kitchen floor…..Guess what? Our floor was in!! When was Tapi going to tell me???

The floor was fitted by the same company that fitted our lounge/hall flooring, so again no issues. The only downside to the flooring is the fact it is NOT what we had originally ordered, Tapi was unable to offer a suitable alternative, so we went with the same flooring as in the hall/lounge.

I’m sure the majority of you will understand me when I am extremely disappointed in not getting the floor I wanted.

Pros and Cons

Pros:

  • Quality and style of our laminate floor seem very very good. I would recommend this floor. We have since decided to have this our kitchen now as crappy Tapi’s (black) flooring is not black!
  • Their prices are fairly reasonable.
  • Tapi gives you wear guarantee on every floor. Our downstairs floor has 20 years wear guarantee. (How this will pan out if I need to use this, I have no idea, TrustPilot’s review are not promising!) Our (new choice) of carpet doesn’t state “wear guarantee” on their website. (A bit worrying).
  • The laminate fitters are professional, friendly and work very hard. The result is wonderful.

Cons:

  • Tapi can take forever to order/lay your flooring. It’s taken 3 months so far for us!
  • When having a quote, the salesperson may not have samples to show you. DO NOT trust Tapi’s images on their website, they can NOT be trusted.
  • Make sure you check the fitter’s invoice, our carpet fitters tried overcharging us. (Tapi can give you a break down of the fitter’s charges on request).
  • Confirm the product you want is still being sold, the carpet we ordered is still being advertised on their site even though Tapi say is no longer available. (False advertising?)
  • Information to help disabled customers leaves a lot to be desired.
  • Informed regarding extra charges – (Moving of furniture, uplift of your previous flooring, disposal of your old flooring). Is not made clear enough!
  • You pay the fitters separately from Tapi once they have laid your floor/s. This is a real annoyance when more than one fitter is involved.
  • Our carpet fitters wore no PPE whatsoever when laying our carpet.
  • Chase Tapi every time when waiting for your flooring to come in. They have a great knack at not informing customers when their flooring arrives.

Conclusion

Tapi Carpets have been unable to provide a service one would expect from a so-called professional company. They have shown complete incompetence, total disregard for any and all upheaval and confusion throughout my whole experience with them.

From not being able to provide samples of flooring, selling me a carpet they say they haven’t been selling for some time (yet still advertise this very carpet/colour on their website) to providing flooring that doesn’t match with any shop sample or website image and sending fitters who don’t wear PPE, yet state on their website PPE is supplied to their fitters??

The sad part is, they are reasonably priced and so far, their products do seem to be of good quality. But, the stress of the whole experience is NOT worth any money I may have saved. It really isn’t!

As a disabled customer, they seemed incapable of answering or reassuring me on any queries I had. To not be able to reassure a customer they will be able to go to the toilet while their floor is being laid, is quite shocking really!!

As I mentioned at the beginning of this review, I would like to have my stairs and upstairs hall carpet replaced. Will I use Tapi?? Never, even if hell froze over!!!

Would I recommend Tapi? No! Quite the opposite, I would advise staying clear away from this incompetent company. They actually behave as they have only just started trading in this field.

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