Hi Mr Woodcock,
We are sorry to hear your experience with the courier driver was not a positive one.
We understand that moving a 40KG roll of carpet is not an easy task.
We apologise on behalf of the courier company that delivered your item, that the driver did not assist you with moving the order into your property.
Unfortunately, all of courier services used by ourselves advise that they do not take any goods up any stairs or to flats that are not on ground level.
We do, as part of our Delivery & Returns Policy state the following information for our customers:
3.3 - Our 'Free Fast Delivery' courier service is a one-man service, we advise that you have someone able to assist the driver with unloading your order, especially on any orders over 25kg. If you are unable or cannot arrange for someone to assist the driver, please contact the courier company directly, on the contact number provided in your Tracking Information Email.
3.16 - Delivery is to the nearest kerbside of your address. Some drivers are happy to take items to your front door or into the property upon request, but this is at their discretion and we cannot guarantee that they will do this. We cannot beheld liable if any damage occurs as a result of items being taken into the property.
3.23 - The courier companies do not take goods up any stairs. All courier services have stated they can only deliver to a ground level location and cannot deliver to upper floor flats or high rise buildings.
We apologise for the inconvenience caused to you by having to move this carpet yourself.
Kind Regards,
Carpet Shop Online
