ALL ABOUT MILBANK CARPETS The home of beautiful flooring
Originally founded in 1989, our shop aspires to embody the ethos of being ‘The friendly independent shop,’ as proudly displayed above our door.
Milbank Carpets is recognized for delivering exceptional and personalized service to our customers, coupled with honest and unbiased advice. Over the years, we have cultivated a loyal customer following and garnered numerous positive reviews, as showcased on our Checkatrade page.
With our extensive selection of premium products and unwavering commitment to customer satisfaction, Milbank Carpets is dedicated to maintaining a leading position in the industry.
OUR AIM IS STRAIGHTFORWARD
To deliver top quality products with exemplary service at a competitive price. We’ve built our business on understanding the needs of our customers whilst suggesting creative and cost effective solutions. We offer a friendly, efficient and professional service to the local community and further afield.
We have ‘partnerships’ with many of the finest carpet manufacturers in the country and are able to supply and fit for both residential and commercial customers alike. Our showroom is situated in Hampton Hill High Street with easy parking very near by.
Established in 1989 and conveniently located at the heart of Hampton Hill High Street, we are a small, family-run business dedicated to supplying quality carpets and specialist flooring solutions.
We provide a ’shop at home service’, by bringing samples straight to your door. Or alternativley, visit our showroom to make your selection in person. As an independent retailer we have the flexibility to meet your exact requirements, offer knowledgeable advice and complete your project, on time and to your complete satisfaction.
MEET THE TEAM
Andrew Milbank
Meet Andrew Milbank, the founder of Milbank Carpets, whose entrepreneurial spirit and commitment to the industry laid the foundation for the businesses success. With a keen eye for detail and a passion for exceeding customer expectations, Andrew's leadership continues to inspire our team to strive for excellence.
His legacy of exceptional service still remains at the heart of our company ethos, guiding us forward as we continue to deliver superior flooring solutions.
Aaron Milbank
Meet Aaron Milbank, an integral part of the Milbank Carpets family who embodies the spirit of dedication that defines our brand. As a key member of our team, Aaron brings a wealth of experience and a passion for quality that continues to drives our commitment to excellence.
Drawing upon his expertise in customer service and operations, we remain committed to preserving our legacy of providing high-quality carpets and floor coverings to our esteemed clientele. Aaron's leadership ensures that the legacy of Milbank Carpets remains at the forefront of everything we do.
Pat
Meet Pat, the Head Fitter at Milbank Carpets, whose expertise and dedication have been instrumental in shaping our company's reputation. With a wealth of experience gained over many years of service, Pat is the backbone of our installation team.
From carpets to vinyls, laminates, and beyond, Pat's attention to detail ensures that every flooring project is executed with precision and care. His commitment to quality craftsmanship and customer satisfaction shines through in every installation, making him an asset to our team and a trusted partner for our clients.
FAQ's
Q: Can I borrow samples?
Yes, samples can be borrowed from our showroom in Hampton Hill and taken home to view against your own furnishings.
Q: Do I need new underlay?
Generally speaking underlay needs to be changed every 8-10 years depending on use and quality. But we believe that every new carpet deserves a new underlay.
Q: Can underlay help to reduce noise?
Most underlays will reduce impact and airborne noises by 30-40dB.
Q: What flooring is best for a child’s bedroom?
Your best choice may be a stain resistant carpet that is also bleach cleanable. This makes it super easy to get rid of any nasty marks, stains or spills.
Q: Do you move furniture?
We always ask for rooms/areas to be as clear as possible. However, we are able to move larger items of furniture such as beds, wardrobes etc. This is a chargeable service. Please refer to our Terms & Conditions for more infomation.
Q: What is your most environmentally friendly carpet?
We stock a range of environmentally friendly carpets in our showroom, some of which are made from 100% undyed wool or even recylcled bottles and fishing nets.
Q: Is there parking near your showroom?
Yes, there is free parking along the highstreet, in the car park behind Sainsburys. There is also a pay and display car park in Taylor Close.
Q: How do I clean my carpet?
While we dont offer a carpet cleaning service ourseleves we can recomened a local carpet cleaning company. Please get in touch for more details.
Q: How soon will you be able to fit my flooring?
Fitting lead times tend to vary throughout the year, it will also depend on what type of flooring you choose, whether it is in stock and also what areas you need fitting. We always try our best to meet every customers deadlines.
Q: Do you provide free estimates/quotes?
Yes, we provide a free no obligation estimate service. Please get in touch with one of the team today!
Q: Which brands do you stock?
We have accounts with most major manufacturers including: Alternative Flooring, Crucial Trading, Cormar Carpets, Victoria Carpets, Associated Weavers, Brockway, Westex, Penthouse, Cavalier, Telenzo, Lano, Tarkett, Manks Tomkinson and many more!
Q: What does a home visit involve?
This involves one of the team coming to the property to take measurments and give any advice. A typed estimate will usually follow by email within 48 hours.
Q: Which areas do you cover?
We cover most local areas to Hampton Hill such as: Twickenham, Kingston, Richmond, Teddington, Sunbury, Surbiton, New Malden, Thames Ditton, Molesey etc. We also often go further afield, so please contact the shop if your area is not on this list.
Q: What are your opening hours?
Monday: Closed
Tuesday: 9am - 5pm
Wednesday: 9am - 4pm
Thursday: 9am - 5pm
Friday: 9am - 5pm
Saturday: 9:30am - 2:30pm
Sunday: Closed
Q: What is the average life of a carpet?
Most carpets tend to last between 8-15 years. But this of course depends on the use, carpet quality and maintance. However, we often have customers retuning after 15-20 years for a replacment.
Q: What are my options if I have carpet Moths?
Moths can hatch Larvae in any carpets with wool. To combat this, most manufacturers chemically treat their carpets giving them 'moth restistant properties'. However, the only way to 100% guarentee moth free living would be to install a man-made carpet or hard flooring.
Q: Do you have a shop/showroom?
Yes, we have a showroom centrally located on Hampton Hill High Street. Please check our opening hours before arranging a visit.
Q: Do you offer a waste removal service?
Yes, we can provide an uplift/disposal service at an additional charge.
Q: Can you fit flooring that we have bought somewhere else?
We only install carpets that have been purchased from ourseleves.
Q: What guarantees do you offer?
Depositis of up to 50% of the order value will be proctected by the Carpet Foundation. Many of our products also come with stain and wear gaurentees.
Terms & Conditions
Milbank Carpets Ltd
Terms & Conditions - Domestic and Commercial
Dear customer, please take your time to read through our terms and conditions. Should you have any queries or if there is something you feel has not been addressed, please do not hesitate to reach out to us. We value open communication and are happy to address any concerns you may have. The Company reserves the right to modify or update these Terms and Conditions at any time without prior notice. It is the responsibility of the customer to regularly review the Terms and Conditions.
PAYMENT TERMS
• Milbank Carpets accepts payments from most credit and debit card providers (including American Express) as well as payments made via bank transfer.
• We typically require a 50% deposit payment of the total order value upfront to initiate an order, with the remaining balance due on the first day of fitting.
• All supply only orders must be paid in full before any goods are ordered.
LATE PAYMENTS
If payment has not been made on the agreed upon date and after written correspondence from the company with a cautionary notice, we may:
Charge a late payment fee at 8% over base bank rate.
Recover the cost, if required, of taking legal action to recover the debt.
ESTIMATES/QUOTATIONS
Once submitted, a formal quotation is then valid, subject to any price increases/changes on materials from manufacturers which are out of our control. It is important that you check that the products (and colours) itemised on the quotation are correct and reflect your selection before confirming your order. The customers confirmation of the order assumes that they have checked and agree to the items listed. Any changes after placing an order (particularly post- installation) may be chargeable. If you are unsure, please get in touch.
We do not allow for door easing/trimming unless specifically asked for or quoted for. This is a chargeable service and if required, please inform one of the team.
Total price for jobs includes VAT at current rate unless specified.
CUSTOMERS OWN MEASURMENTS
We cannot be held liable for any carpets or floor-coverings that do not fit if the customer has provided us with their own measurements.
FITTING APPOINMENTS
For fitting appointments, times of either AM (8-12) or PM (12-5) will be given. Due to the nature and unpredictability of the work involved exact arrival and duration times cannot be guaranteed. If you require a more accurate ETA, please call the shop on the day of your fitting appointment and we can check timings with our technical staff. We cannot accept liability for delayed arrival times or prolonged fitting times.
If the customer wishes to cancel and re-schedule a fitting appointment please try and give us as much notice as possible, but a minimum of 48 hours’ notice, otherwise a cancelation charge of 50% of the fitting cost may apply at our discretion. The full installation fees will then also apply for the rescheduled appointment.
Should any of our employees or fitter’s time be wasted due to not being able to gain access to the property/site to deliver and install carpets/floorcoverings, or the site not being ready to receive fitting at the appointed time, this will result in a charge being made to the customer to recover the losses to the company.
This will usually be 50% of the installation fees which shall be payable by the Customer. The full installation fees will then also apply for the rescheduled appointment.
RISK AND PROPERTY
It is the customer's responsibility to notify Milbank Carpets in writing of the location of any pipes or cables, which might be exposed or damaged during the fitting process.
No responsibility can be accepted for damage to under floor pipes, cables or for consequential damage to property or fittings.
Our installers are experienced and look to undertake the work with care, but even with the greatest attention there is a chance that décor may be scuffed during installation. This is especially true with large, heavy carpets. New paintwork is particularly vulnerable and should be allowed to fully dry; a minimum of one week is recommended.
FURNITURE & APPLIANCES
If required we can move furniture, but please note that this is a chargeable service. We only move larger items such as beds, sofas, wardrobes, tables etc, we do not move personal belongings, clothing, ornaments, and other small items. All contents of any furniture such as wardrobes must be emptied if we are to move them and duvets/pillows/sheets etc must be removed from beds.
If required we can move appliances, this is a chargeable service. All appliances that need to be moved must be fully unplumbed and ready to be moved.
We do not accept responsibility for any damage to furniture, appliances, or electrical equipment that we move. Nor will we be responsible for any leaks from appliances.
If replacing furniture/appliances please do not drag items over newly fitted carpets/floorcoverings, as this may cause them to tear, loosen or ruck and a re-stretch may be required which will incur a minimum call out charge.
CARPETS
While every effort is made, exact colour/design matching cannot be guaranteed between different colour batches or widths of carpet, due to manufacturing tolerances over which we have no control.
Neither can exact matching be guaranteed between the carpet supplied and the sample displayed in the store.
All fabrics, especially carpets, are liable to pile shading differences, light and dark areas arising from unequal surface pressure. This is not considered to be a manufacturing defect therefore the Company cannot accept liability for its occurrence.
SUBFLOOR PREPERATION
For the best finish our products require a smooth, dry, clean, and sound foundation.
Some subfloors may require preparation before any carpets or floor-coverings can be fitted.
We provide a chargeable subfloor preparation service. We cannot guarantee that this will always make a subfloor entirely even or level.
Uneven floorboards and surfaces, if left uncorrected by the customer, can affect the appearance of your new flooring by being seen through to the surface.
If a subfloor has not been properly prepared, we cannot be held liable for any imperfections to the carpets or floorcoverings being fitted to imperfect subfloors.
CANCELATIONS
Please note that no cancellations or returns are possible in the following circumstances: after the dispatch of materials/goods from our suppliers, once materials such as runners or carpets have been cut, installations have been completed (in part or full), or for bespoke products that have been made to order.
For goods ordered on a supply-only basis, Milbank Carpets strictly adheres to a no-returns policy. It is therefore imperative for the customer (and/or their installer) to thoroughly verify the accuracy of quantity and specifications before confirming the order.
COMPLAINTS
At Milbank Carpets, we understand that despite our best efforts and utmost dedication, unforeseen challenges may arise. We are committed to minimizing any errors and ensuring a seamless experience for all. In the rare instance that an error does occur, we will take prompt action to address the issue and minimize an inconvenience caused.
If you wish to file a complaint, please kindly communicate your concerns in writing and we will respond promptly, aiming to provide a resolution on the same day or within 72 hours if not. Your satisfaction is our priority, and we appreciate your understanding as we work diligently to address any issues that may arise.
WE WOUD LIKE TO MAKE ALL CUSTOMERS AWARE OF THE FOLLOWING
The acceptance of a quote/estimate means that the customer agrees to the Terms and Conditions of Milbank Carpets Ltd.
All materials remain the property of Milbank Carpets until paid for in full.
For installation to commence as agreed, there should be adequate parking (with permits provided if they are needed), good access, toilet facilities and provisions for water and electricity. All area(s) should be clear of any furniture, building materials and tools.
The installation dates we commit to are given in good faith, these almost always go ahead as planned but in the event of a delay, one of the team at Milbank Carpets will be in touch as soon as possible to inform you and find a suitable solution. We do not accept responsibility for, nor can we compensate for when delays are beyond our control (such as a manufacturing setbacks or external delivery problems).
It is the customers responsibility to inform the company of any illness (such as Covid 19) before attending an appointment in the showroom or before a scheduled measure/fitting appointment. This is to help protect our staff.
If a carpet is fitted as a stair runner to open sided stairs (stair spindles) underlay may be visible in some cases and there will be a void between the carpet and stairs. This is normal and is not a fitting fault.
If the Company has not been asked to quote for furniture removal in advance of installation but on the day of installation it is necessary for the Company, to move furniture then the Company reserve the right to make a fair charge to the Customer for the clearance of each room.
Thank you for reading through our T&Cs! Please note that these may be updated occasionally so please do let us know if you require them in a PDF document for your own record. Otherwise, if you have any questions, please do not hesitate to contact us.