Tapi Carpets & Floors

The worse customer care I have ever experienced. DO NOT BUY PRODUCTS FROM THIS COMPANY!! They will not let you cancel an order. They do not have a cooling off period for customers who decide they do not need/want the product they have ordered. This is deceptive and should be explained to customers when placing their orders. I contacted them with in 24 hrs of the order being placed to be told a manager wasn't available and nobody could help. After many calls I eventually got hold of the manager who told me they could do me a favour by only charging me 20% of the order. I asked why this wasn't explained when placing the order & was told they didn't need to. They were rude & unhelpful. They have not insured any costs yet still charged me £120!!1

Amazing experience at the Cardiff branch! Came back a week later for more carpet and it was fitted within the hour! Thank you to Gav and Paul they were incredible and so helpful. Cannot recommend enough!!

Use this store for great advice customer service and fitting
We dealt mainly with Alun who is a fab lovely man and gave us excellent customer care. All of the other staff are polite, friendly and helpful too. They made the whole transaction very smooth.
Help and advice given were wanted.Not once did we feel pressurised or hounded by any of the staff.
Man who came to measure up was polite friendly and on time.
Carpet fitters were fab. Very helpful polite and friendly and did an amazing clean up after themselves. Also arrived in timescale agreed.
This is the 1st time I have used Tapi carpets and will certainly use the Newport Road branch again. Thank you to you all. P.S The whole house looks great.

Quick and painless just as carpet shopping should be. Jim was extremely helpful and friendly when it came to picking out the right carpet and gave us a deal we couldn't refuse! the other employee we spoke to after Jim was lackluster and not interested in selling us a carpet. So make sure you ask for Jim!

I have never encountered this type of customer service before. It will take them 1 month and half to order a piece of carpet and fit it for me. They never call back, they never give you updates and whenever you call they say it's going to be delayed because of something I did. No customer service at all !!! Find some people that actually want to sell and take care of customers. One single plus is, they will always price match for other places.

Had to book an appointment online due to current Covid-19 regulations. This meant we had the whole shop to ourselves to browse at our own leisure. As we entered we were greeted by Sue, who was very welcoming and talked us through the updated procedures to ensure all customers are kept safe - this was done in a friendly manner. We chose a carpet from the fantastic selection and are very happy with the whole experience. Another mention about Sue who had the perfect balance of chatting with us of not pressuring us to choose quickly but ensuring we were ok. We weren't rushed, had a lovely chat and left very happy.

- great selection
- decent prices and offers
- informative and listen to queries
- excellent and friendly customer service
- measures in place that do not impede the experience.

Great quality stock , good prices

AVOID AT ALL COSTS. Just got to the end (we hope) of a horrendous experience with Tapi at Newport Road. A carpet shop which is borderline incapable of providing carpets and fitting them, with disgraceful customer service to boot. Two months ago we put in an order for a carpet - salesman came to our house, measured, we chose the carpet. What could go wrong? A lot, it turned out...

First, a fitter missed an appointment, then came and said he couldn't do the job as it wasn't possible. Then another fitter came a week or so later and said he could do it. Then, when he returned, the carpet wasn't bound so it couldn't be fitted. Then, when he returned again, the majority of the carpet was ripped and slashed, so couldn't be fitted, and parts of the stair carpet were fitted poorly and needed to be redone. We then had to wait another week and a half for them to return with the replacement for the ripped carpet and to rectify the issue with the stair carpet. With regards to the latter issue, we weren't fully happy with the fitting as the measurements are off. We were told that the issue was with our Edwardian house, although it didn't really explain the tapering, and unfortunately the numbers don't lie. The fitter then left their bank details with us to pay them, only to call my wife, aggressively demanding the money just four hours after leaving the job, and leaving her aggressive voicemails! To top it off, we had no note of the fitter cost in our invoice nor did the fitter know how much they were owed, so we had to wait on confirmation from Tapi before paying them in any case! What a mess, and an upsetting one at that.

On top of all these issues, the service we received from the store manager was awful throughout. We have constantly had to chase them, and they have never been apologetic for any of the service or product failings. Any time we raised concerns, their tone was combative, passive aggressive, sometimes childish, and reluctant to appreciate the scale of the failings from the store. In an attempt to counter our complaints of poor service, we were even accused of swearing at them, which is an outright lie and another childish attempt to push the problem back to the customer!

In sum: Tapi can be described as incompetent cowboys with abusive behaviour and non-existent customer service skills. However, Jeff the deputy manager was helpful when we spoke to him on one or two ocassions, although I think he might be more aligned with another store.

Please avoid this store and company. Atrocious service, and an upsetting experience.