hughmackay.co.uk Reviews 2

Would you buy anything from this manufacturer?
The children have long since moved out, the family pets have passed on and so my wife and I moved to our (hopefully) “forever home”.
A few years down the line and we were down to our last big renovation job and decided on a good quality carpet for the stairs and landing.
I researched all the manufacturer’s websites and decide that we would purchase the two-tone Knightsbridge 80% wool carpet from Hugh Mackay, after all the company has been manufacturing carpets since 1903 and this carpet had a long warranty.
Fortunately, we order the carpet and fitting from a local retailer, Kingfisher Flooring, in Cheltenham. A company we had used before with excellent customer service and professional fitters.
The carpet duly arrived and was fitted to Kingfisher’s usually high standard.
After a few days we noticed the carpet appeared to be losing fluff. Thinking this was usual for a new carpet we ignored it but after a few weeks it became progressively worse and the carpet starting “bobbling”.
I notified Kingfisher who, after examining the carpet, contacted the Hugh Mackay. They sent an “independent” assessor who concluded that we had used a carpet sweeper with a rotary brush that had caused the damage! and that was against the company’s policy.
Is it possible to hoover a carpet with an upright carpet sweeper!?
Moreover, if you examine Hugh Mackay’s website you will not find any reference to this policy. Indeed, the website clearly states that the “carpet should be vacuumed regularly” and “your vacuum cleaner is your carpets best friend! Keeping your vacuum at its best will keep the carpet at its best. We advise checking your vacuum’s bristles and regularly cleaning the dust collection area”.
Kingfisher again examined the carpet and “In all the years they have been fitting carpets had never known one to disintegrate the why ours had”.
They appealed against the assessor’s report but apparently this manufacturer would not accept their finding and refused to accept any responsibility or reimburse them in any way.
Fortunately, Kingfisher Flooring are an honourable company who accept that occasionally things can be wrong and without any further communication from us offered to supply and fit an alternative carpet, with no cost to ourselves.
This has now been done.
We must certainly will not purchase any product manufactured by Hugh Mackay and I understand that Kingfisher will no longer trade with this company. They tell me that, in all the years they have been in business, this is the first time that a manufacturer has failed to assist them in any way when a customer has complained about a product.

Openning statement, quality of the carpet supplied is totally unacceptable and not as sample which was supplyed to retailer. Now you can see where this review is going.
Ordered our Durham Editions carpet from a local retailer, who we and the rest of our family have used over many years. Carpet was fitted and straight away we noticed that there were areas in the carpet which were far lighter, making it look very patchy, as though it was stained. The carpet also has darker lines running through it which is not caused by shading, as the carped does not shade.

Second point, the carpet was ordered against a sample which our retailer supplied us with. The grey colour in the sample is lighter than the actual carpet, making the newly fitted carpet look very dull.

Our retailer agreed with us, that the carpet was not up to standerd. They contacted the manufacturer regarding our complaint, and supplied them with photos. The manufacturer agreed that the complaint needed investigating and organised an independent Carpet Inspector, to assess the carpet quality.

Well, this individual was quite boastfull in informing us that he had been a production manager for 3 carpet manufacturers. Were we impressed, not in the least, as all he was doing was going through the motions, and not taking much notice of what we were saying and showing him.

His report was sent to the manufacturer, and the conclusion was that the carpet was fit for purpose and there was no fault. We hate the carpet and do not want it in our home. It is patchy, looks stained and flat in colour. We would never have picked this carpet if we knew it was such garbage. As far as the Carpet Inspector is concerned, he must have been responcible for the manufacturing of very low end carpets, where any sub standard product is acceptible.

Fortunately, our carpet will be replaced by the carpet retailer,
who now find themselves out of pocket, having paid the cost to the manufactuere. They have always agreed with us that the carpet is faulty.
Our carpet will certainly NOT be replaced by one manufactured by Hugh Mackay. WOULD WE EVER USE THIS MANUFACTURER AGAIN? NEVER, NOR WOULD WE EVER RECOMMEND THEM.