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Problems With CarpetRight! Help!!
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# 1
Penny-Pincher!!
Old 06-12-2005, 7:38 AM
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Angry Problems With CarpetRight! Help!!

Please move this to right section, as I dont know where to put it.

Nearly 2 weeks ago we had a Wilton Carpet supplied and fitted by CarpetRight. It was an insurance job and paid the relevant excess etc. The carpet fitter was only here for under 2 hrs and he fitted underlay and the carpet. When our last stair carpet was fitted it was done by John Lewis and they spent a whole day basically perfercting everything. The bottom step is a complete mess and instead of putting 2 pieces of carpet or a bar they have just gone straight over and there are lumps and bumps everywhere Called Carpetright last week and said about the problems and the store manager was quite rude and said that the original fitter would have to come out and sort it. We said we werent happy with this but said that if another came out-we would have to pay another fitting fee :confused: I called Halifax who our insurance is with and they contacted Carpetright but still they insisted that the original fitter come out-so we agreed and he came saturday. OH said about the bottom step and fitter said thats how its done-but it looks awful??? He had to trim the carpet as it had stretched and said that happens blah blah blah.

What are my legal rights? I am disabled and have limited mobility (having a stairlift fitted in about 5 weeks) and my DD is partially sighted. I would say the carpet is bordering on dangerous as its folding over each step and being stretched and is bubbling IYKWIM.

OH is fuming and so am I. I know its an insurance job but this is disgusting! The carpet that was just fitted is £40s/m so not cheap.

Please advise-Im really desperate and want to know what to do.

Thanks

Penny-Pincher!!
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# 2
ancasta
Old 06-12-2005, 8:35 AM
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PP chick i would speak to the Citizens Advice Bureau or speak to someone above the store manager.

If all else fails, go in to the shop and scream and shout then cry like a baby until they agree to sort it out. I did that when my phone broke. I physically sat down in the middle of carphone warehouse and started shouting and crying about the disgusting service and useless staff, i was escorted into the managers office to see him, when he wasnt there 2 mins earlier, got my phone fixed, 6 months free line rental and a bunch of flowers... i told them to go and EDIT themselves as it was the 40th handset i had in 3 months, i just wanted them to sit up and take notice. Handed everything back to them and walked out onto the shop floor to a round of applause

Chin up PP, dont let it get you down.

Couldn't you counter claim for your insurance and say OH tripped on it or something and get a specialist in?

Last edited by squeaky; 06-12-2005 at 9:40 AM. Reason: To edit out the stars
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# 3
tru
Old 06-12-2005, 8:49 AM
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Mr troo has worked in flooring for years, every firm he's worked for has the same arrangement for fitters so I assume CarpetRight (spit, spit, spit) are the same- if the fitter gets something wrong, they have to go back and fix it and they don't get paid again, if they have to send out another fitter then they have to pay him cos it wasn't his fault.

So it sounds like CarpetRight (spit, spit, spit) are doing this to save money. You SHOULD NOT have to pay another fitting fee.

Go back to the insurance co and complain again.

Sorry for all the spitting but I HATE CarpetRight (spit, spit, spit), oh the stories I could tell
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# 4
tru
Old 06-12-2005, 9:14 AM
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PP I've just read your post again, are you saying the fitter overlapped 2 pieces of carpet? How did he fit the top bit, is it just left loose? Wilton carpet is hessian-backed, it needs to be used with gripper.
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# 5
squeaky
Old 06-12-2005, 9:26 AM
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Hi PP

Hm... I reckon this one best falls within the Insurance area and so I'll move this thread across just as soon as I've caught up with myself this morning.
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# 6
mp7125
Old 06-12-2005, 9:57 AM
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Hi Penny-Pincher - sorry to hear of your problems. You may want to make a formal complaint to CarpetRight - ask them how to do so. Your not alone - have a look here for others who have had problems with CarpetRight.

Also, have a look here for further advice on how to complain about CarpetRight including making an online complaint. Best of luck.
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# 7
Penny-Pincher!!
Old 06-12-2005, 11:36 AM
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Hi

Thanks for all your replies.

The bottom step piece of carpet is one piece, but our steps have a lip on them and instead of using 2 pieces (one over lip, then another from floor to top of step IYWIM) he has just used one piece and there is a huge squishy bit where the lip is. Sorry Im confusing myself..LOL. Also the pattern is slightly out and for a £40s/m carpet just expected alot better fitting service

Havent made any calls yet, but need to know best way to proceed. Do I call Halifax (insurance company used to make initial claim)
or CarpetWrong I mean right..LOL? I really dont know what to do. I cant get out much being disabled and my OH will loose it I think if he goes alone. Also, we have a stairlift going on the stairs (obviously LOL) in next few weeks and want this sorted ASAP. Are there any legal facts I can quote at them etc? Im pretty good on the phone and can keep a level and civil head.

HELP!!!!

PP
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# 8
tru
Old 06-12-2005, 12:11 PM
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Our bottom stair has a lip too, I've just checked it and it's fitted with 2 separate pieces of carpet. I can't tell how it's fixed on though :confused: The other stairs have lips too but they're smaller so the carpet has been stretched properly so there's no bumps. Either way, the fitter hasn't done the job properly for you.

I'll ask mr troo when he gets home later.

I would ring Halifax, insurance companies usually have a list of shops that they tell you you can choose from, if they enough complaints then they stop dealing with a company. Also, just because they have a list, it doesn't mean you have to choose one from it. They tell you that you do, but you don't really

Quote:
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# 9
tru
Old 06-12-2005, 6:02 PM
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It's ok to fit the carpet in 1 piece rather than 2 on each stair. When it's fitted, there's a piece of gripper along the back of the step, and a piece along the riser, so when the carpet is fitted, the edge of it goes into the gap between the two. Then the piece for the next step goes into the same gap. Does that make sense?

The fitter either hasn't trimmed the carpet enough on each step, or the carpet has come a bit loose and needs bolstering back in. Either way he has to come back and do it for you.

If Carpetwrong are awkward about it, ring Halifax.

I would still contact Halifax anyway, to let them know about the rudeness. Mr troo doesn't see why the should get loads of work from insurance companies when they're so rude to customers
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# 10
sheweeney
Old 27-02-2010, 10:08 AM
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Default carpet right complaint

I will never use carpet right again!!! I purchased lounge,hall,stairs and landing carpet from them, we thought we would pay to have carpet fitter come to fit it properly instead of attempting ourselves as it would look nicer fitted properly. BIG MISTAKE!!! We were to;d £120.00 for fitter, but when fitter finished he wanted £165.00!!! We paid him as at the time we were happy with the carpet as just moved in to house it looked so much nicer with carpet! BUt after couple of weeks big ridges appeared and carpet was coming out of the door bars. Went into branch - Warminster - Wiltshire was told that they didnt use that fitter anymore and would speak to another fitter to see when he could come out, but if i purchased another carpet he would re fit the old at same time as new. My years so called guarentee is up in couple of weeks so i shall get someone to come and sort it, i would not reccomend carpet right to anyone!
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# 11
agriffin
Old 15-05-2011, 7:36 AM
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Angry Carpet right complaint

We recently purchased some black and white check vinyl flooring from Carpet Right. To check it would be suitable for the floor in our bathroom we requested taht they come out and measure up first as I dont trust myself with a tape measure! The salesman measured up and we duly paid our bill for the vinyl and waited for the fitter 2 days later.

When the fitter arrived and rolled out the vinyl in the bathroom he said that because the room was not a perfect square, the check pattern on the vinyl would look wonky and and asked us if we still wanted to go ahead. When he laid it down to show us we decided it looked too weird (Think Black pool fun house or drunken optical illusion..). He said that in older houses the walls can be way out and he would not recommend tile effect vinyl as you never get it looking perfect.

The fitter took the vinyl away and we called the store for a refund. The store manager refused saying it was up to us to check the flooring was suitable...I argued that surely when the salesman measured up for the product he was selling he should have advised us at that juncture that the product may not be suitable for older houses. Manager said no, anyway Carpet Right do not offer refunds!

We called customer services - an incredibly rude and patronising lady answered who stated that "I should have voiced any concerns at the time of measuring!!!". I stated that how would I know of any concerns if the experienced salesman who measured up for the product didnt voice any!!!"

They have offered us a credit note but that was the only product we were interested in so it is useless to us...

Are we legally entitled to a refund?
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# 12
Tygermoth
Old 15-05-2011, 2:01 PM
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We have an old cottage and not one single wall in the house is level or straight.

A very competent independent fitter came and laid tile effect lino and they did it from the middle... hard to explain... they settled the lino so the biggest area was down first and made sure it lined up then fitted around the edges.

As such when you look into the room the largest expanse of squares show straight, whole and unbroken giving the illusion the room has level walls. (Sorry that is a terrible description)

The point being we have the most awkward of houses and yet a competent fitter managed to make the flooring look beautiful and even.

Therefore carpet rite fails.
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# 13
alistair.long
Old 16-05-2011, 11:27 AM
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Hi, because the original job was a insurance job, the insurance have to make your house right.

DO NOT CALL CARPETRIGHT. CALL THE INSURANCE.

The contract was with the insurance to repair your carpet, and that has not been done correctly.
Explain to your insurance that the job has to be done correctly and not recycling and stretching old pieces as result of their neglegence, (this is apparent as another fitter came round and tried to correct it).

Call the insurance and demand that the fitters fit it properly with new carpet, and its not the insurance who have to pay, its the fitters who have not complied with the sale of goods and services act.
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# 14
woodwormer
Old 06-03-2012, 7:13 PM
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Well I thought I'd dive into this one because we've had a problem with Carpetright today - they were due to carpet our bedroom, adjoining dressing room and another room in the house. Their sales guy came out and measured up and mismeasured so the carpet did not fit in the bedroom. They said 'we'll get you another on next Friday'. When I pointed out I had no-where to sleep till then they said 'well can't help that'. So I told the manager it was breach of the contract to supply and that they had mismeasured it was up to them to sort it out or take the whole lot away and refund us including the fitting fee.

An hour later the manager called back, agreed to refund for the carpet and fitting fee and said the fitter would return to take away the fitted carpet in the dressing room (the fitter having already fitted it while I was talking to Carpetright) and that the fitter would refund the fitting costs.

However my husband subsequently spoke to the fitter who has been told HE has to bear the cost of refunding the fitting costs. Despite the fact it was Carpetright's error. I would never use them again. Their customer service is shocking. We're now left with no carpet because we of course removed the old one and sleeping on the floor till we can find a decent carpet company who can deliver us two carpets and get them fitted. Am very unhappy with their 'computer says no' attitude and would advise others to avoid them. It's hard though, what with Allied Carpets going bust, in some places there is little competition which lets them get away with murder.
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