Complaints

If you have a problem, complaint or just some feedback, please don't hesitate to contact us. We'll do our best to sort things out as soon as possible.

How to contact us
  • Call us on 0800 255 855 between 8am and 5pm, Monday to Friday
  • Email us at complaints@carpetmill.co.nz
  • Write to us at:

Carpet Mill
PO Box 10132,
Te Rapa, Hamilton

What is our complaints process?

Once we have received your complaint, we will contact you within three working days to confirm we have received it.

If your complaint is installation related, we'll refer your complaint to the installer. The installer will then be responsible for resolving the issue, however, we will continue to monitor and facilitate the complaint until we have reached a resolution.

If your complaint is product related we kindly ask if you could provide photos. If photos cannot be provided we will arrange a site visit. Once we have received all information relating to your complaint we will contact you and arrange a suitable resolution that is suitable for both parties, within 20 working days. Sometimes complaints may require additional investigation times.

If we think your complaint is related to our service we'll contact you directly to work through the issue with you. We always aim to resolve all complaints as soon as possible; however the nature of your complainant will determine the time it takes to be resolved.


If you're not satisfied

We are a Consumer Trusted business. You may contact the Consumer NZ Advisory service 0800 266 786 or info@consumer.org.nz

As a New Zealand manufacturer, we endorse and recognise all rights of the consumer under the Consumer Guarantees Act 1993.