After carefully choosing a premium carpet for our home, my wife and I visited the shop together in the first week in December to confirm that we wanted to purchase, we were told Grosvenor could fit on the 4th Jan. Alex arranged to come out and measure up and said he would provide us with the plan. On that visit we confirmed again that we wanted to go ahead and to fit as soon as possible. I then had to chase him for pricing and after eventually receiving it via a text message (rather than a proper quote) I again confirmed that we wanted to go ahead. We did not receive the plan. A week later I chased again as I hadn't had any communication from Grosvenor on the purchase or a fitting date, Alex confirmed by text message that they could fit on the 12th Jan. No other communication was received so on the 10th Jan I went into the shop to confirm they would be fitting. They had done nothing and would not be fitting as the carpet had not even been ordered. Alex implied that this was my fault as I had not paid - I had not received any request for payment, one would assume that Grosvenor would request payment at the time they wanted to be paid, not just sit back and wait for the customer to tell them how to conduct their business! Alex failed to apologise or take any responsibility for this failure, he just continued to suggest that somehow this was MY fault. A supplier cannot fail to request payment or communicate with the customer and then suggest that it's the customer's fault - this is an appalling way to conduct themselves. Had he accepted responsibility and apologised for clearly failing to request payment from me and order our carpet, I would have been far more understanding but implying that it's my fault has made me take my custom elsewhere. Very disappointing conduct. read more