Carpet Right, do I have a case?

rickfarrell

Hi, (apologies if this is on the wrong board, please move if needed)

So, we're were having a lot of work done re-flooring most of the house, we had independent flooring contractors fitting lots of wood flooring etc. Plus we then had them fit a Carpet Right carpet for us as well.

They went to the store (they also happen to be Carpet Right approved fitters, so knew the manager etc). They picked up our roll of carpet, checked it for any faults, and also checked the invoice, receipt and label/sticker on the packaging all matched the carpet we ordered, it did.

Our fitters fitted the carpet, we arrived home. It wasn't the one we ordered! Phone Carpet Right, they basically told us we should have checked it was the right one before fitting, I explained the checks above, the store manager then said "We haven't done anything wrong, you should have checked it" and refused to do anything about it, their customer service representative said "Mistakes happen".

So now we're stuck with a carpet we don't even want. I've writtedn to the MD and regional mananger, who apparently will call me back later (we'll see).

Just wanted to know if anyone thought we have case here or not?

Rick

liam8282

There will no doubt be a disclaimer from carpet right to cover them for problems such as these.

With hindsight it is easy to say you should have checked it was the right carpet, before you started to cut it and fit it in your house. Obviously if it is the wrong carpet you would not have opened it or cut it and then it would have been a lot simpler to sort out a return and exchange.

I suppose if you can prove that carpet world have ordered the wrong carpet or there has been a mistake in the labelling or something like that, you may have a slim chance of claiming something back from them, but to be honest I doubt you will be able to, as you (your carpet fitters) have already accepted the carpet, opened, cut and fitted the carpet they picked up.

If you are lucky you might get a gesture of goodwill from either carpet right or your carpet fitters, but I think the responsibility will also fall on yourself as you did not check the carpet before it was fit.

Steve_xx

Carpetright are liable. You ordered one thing and paid for it, and they supplied another. Did you buy it with a credit card by any chance? If so, then contact your credit card company if Carpetright will not put it right, and tell your card company that the item is not what you elected to pay for. they will credit your account and then take the issue up with Carpetright directly.

It is not reasonable to expect a third party, ie the fitters, to know what you chose and therefore it's not their fault. However, you state that the fitters did check the label and carpet type etc, and from what you say it appears that the carpet had the wrong label on it, thus further enforcing my view that Carpetright are liable?

I assume that you were not present when it was being fitted?

rickfarrell

Thanks for the replies guys, mixed response so far.

@steve yep thats right we weren't in when it was fitted. I think I paid on a debit card. will check this, good point.

@Liam yep there is a disclaimer like that, but it also states that complaints will be dealt with "in good faith" we haven't seen any of that yet.

Hawthorn

I wouldn't hold your breath (sorry)

We got someone around to measure up, from carpet right - first off, the carpet was damaged, so I sent it back. WEEKS later, I finally got it fitted....only the hallway piece was missing. We had paid for it - the rest of the carpet was fitted, before this, erm, came to light?


Multiple discussions with managers/customer services etc later, letters written, etc etc, they said we could have the hallway done, for the reduced fee of £400 (when we'd already paid) AND, it wouldn't match the rest of the carpet as it was from a different batch.
I played up merry hell, the store manager called me a f*cking B*tch and slammed the phone down on me. Head office? Didn't give a damn.
Incompetent, rude and out to make a quick buck. They don't care about customer service, at all, and I swear they make these 'mistakes' on purpose.

I left ex not long after that, but I assume he ended up paying in the end, as he did have it fitted.

Curlywurli

Carpet Right fitted the wrong bathroom flooring for me in my old house. I didn't do anything because my dozy husband couldn't remember so I ended up thinking I'd made the mistake.
We've had carpet fitted and it's been tacked (as opposed to stapling) underneath- I wouldn't normally have a problem with this apart from the fact he tacked it on the stairs and when you tread on it it really hurts- come to think of it, that's probably why my little girl won't walk on our stairs but always asks me to carry her!
He also opened every single door and threw left over carpet and floor bars in the rooms! I think I've learnt my lesson now and I won't use them again.

Charlies50

Oh dear. I have Carpet Right out tonight to quote for my hall, stairs and landing. I have sort of decided that the price of the underlay is extortionate and will probably look elsewhere. I think that this thread may have just justified that decision.

Thanks

Steve_xx

Hawthorn wrote: »

I wouldn't hold your breath (sorry)

We got someone around to measure up, from carpet right - first off, the carpet was damaged, so I sent it back. WEEKS later, I finally got it fitted....only the hallway piece was missing. We had paid for it - the rest of the carpet was fitted, before this, erm, came to light?


Multiple discussions with managers/customer services etc later, letters written, etc etc, they said we could have the hallway done, for the reduced fee of £400 (when we'd already paid) AND, it wouldn't match the rest of the carpet as it was from a different batch.
I played up merry hell, the store manager called me a f*cking B*tch and slammed the phone down on me. Head office? Didn't give a damn.
Incompetent, rude and out to make a quick buck. They don't care about customer service, at all, and I swear they make these 'mistakes' on purpose.

I left ex not long after that, but I assume he ended up paying in the end, as he did have it fitted.

Your remedy for the recovery of your costs associated with this debacle ought to have been the small claims court.

liam8282

The thing with this one is though, the carpet fitters are independent of carpet right and they have collected and fit the carpet on your say so.

If they were carpet right fitters then I agree it would be totally carpet rights fault and you would have good grounds for complaint.

However, I would say it is your own responsibility to check it is the right carpet before you open it and have it fitted.

Again, like I said before if you can prove that carpet right had labeled the carpet incorrectly or something along those lines, then you would have a better case against carpet right.

Sooler

As the customer service representative represents the company and said "Mistakes happen" I'd say that was admission to being at fault.


Enqiured about carpets at Carpet Right recently, they insisted fitting would take 2 days and charged accordingly. Got the carpet from a different store, actual job took 3 1/2 hours.

Steve_xx

rickfarrell wrote: »

Thanks for the replies guys, mixed response so far.

@steve yep thats right we weren't in when it was fitted. I think I paid on a debit card. will check this, good point.

@Liam yep there is a disclaimer like that, but it also states that complaints will be dealt with "in good faith" we haven't seen any of that yet.

You may be able to get a chargeback done if you paid with a Visa debit card.

Otherwise your remedy is either the credit card company if you used a credit card, or the smalls claims court. See what they offer you and if they will not put it right then write to them giving them seven days notice that if you don't hear what you want to hear from them, that you will start proceedings to recover your money. Leave it a further 2 weeks and then issue the summons if you've not heard from them.