Carpet Right, do I have a case?

Steve_xx

liam8282 wrote: »

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.

The carpet fitters fitted the carpet as they were told to. It was not their mandate to check or ensure that the carpet was the right one. It was the seller of the carpet who was responsible for ensuring the the bulk, ie the carpet, complied with the sample, ie what the buyer was shown.

rickfarrell

Thanks again people.

@Liam - yeah, to be fair the label on the carpets packaging, invoice & receipt did not match what carpet that was delivered, understandably the fitters wouldn't have realised this. I'm annoyed that both the person who bagged this up in the warehouse didn't check, then when it was delivered to the store they didn't check the order was correct and now it's my fault. Funny thing is the manager has already admitted to me that if they'd used there own fitters (which probably would have been the guys that fitted it anyway!!! as they normally do jobs for CarpetRight) then the same problem probably would have occurred!

I paid for this on Debit card so no luck with the credit card channel.

Thanks to kind replies to this thread and a few people I've chatted to I have a various number of ideas/channels to pursue in order to get this rectified. I intend to be somewhat of a pain. Will keep this thread up to date with developments.

Hawthorn

I REALLY hope you get it sorted.

Stick it to 'em, for me, won't you

I wonder if watchdog have ever been involved with Carpet right?

Steve_xx

rickfarrell wrote: »

Thanks again people.

@Liam - yeah, to be fair the label on the carpets packaging, invoice & receipt did not match what carpet that was delivered, understandably the fitters wouldn't have realised this. I'm annoyed that both the person who bagged this up in the warehouse didn't check, then when it was delivered to the store they didn't check the order was correct and now it's my fault. Funny thing is the manager has already admitted to me that if they'd used there own fitters (which probably would have been the guys that fitted it anyway!!! as they normally do jobs for CarpetRight) then the same problem probably would have occurred!

I paid for this on Debit card so no luck with the credit card channel.

Thanks to kind replies to this thread and a few people I've chatted to I have a various number of ideas/channels to pursue in order to get this rectified. I intend to be somewhat of a pain. Will keep this thread up to date with developments.

The fitter, no matter who they were employed by, would pick up a roll of carpet and would take it to the destination and simply fit it.

As I see it, at law, they have provided something that you did not elect to buy and therefore the onus is on them to provide you with what you elected to buy. If you bought a Ford Fiesta and came home from work to find that you had had a Corsa delivered then you would not accept it. The delivery driver is not responsible as he or she has delivered what they were told to. The fact that the piece of carpet has now been fitted is incidental and does not excuse the fact that the wrong goods were supplied. Carpetright must stand the loss.

underlay_guru

Words fail me as to why people still shop in 'Multiple' flooring shops......I have so many stories!

99 times out of 100, you can get equal, if not better products from your local, independent retailer!

50%/60%/70% OFF???
Shouldn't think so.
It works like this:If a retailer sells a product at twice its price at a certain amount of its outlets for a specific period of time, they can then sell it everywhere else at 'half-price' (Even though it isn't). This, in my eyes, is deceiving the honest public!

FREE UNDERLAY? FREE FITTING?
Forget it! If anything is offered 'free' then it is usually built into the price of something else i.e the carpet itself.

THE FITTERS...
I've got no experience about the competence of fitters. Be aware though, that fitters are contracted out, and not employed by the multiple retailer, therefore if they make a mistake, the retailer is not responsible. You will have to chase the fitter for refund or replacement!

Fitters for some multiple retailers have to payquite a hefty a weekly fee, just to be kept on their books! In the fitters eyes, its a bit of a guarantee they will get work, but a bit cheeky on the retailers side...

UNDERLAY £9.99m2? GRIPPER £2 A STICK? DOOR METALS £5.99?
I am unsure of individual companies' prices, but I do know that if you buy these from an internet underlay shop you will definitely save ££££££££'s

DEPOSIT REQUIRED BEFORE THEY MEASURE?
No chance. What if its too expensive? What if you change your mind? your deposit will be trousered!


MY ADVICE?
I would give the trade to your local carpet shop! They will have a more universal choice of floorings and you are likely to deal directly with the owner, (rather than a snotty schoolkid with a 1 day sales training course under his belt), which means you can have a good BARTER!! Also, chances are that their fitters are personally known to them, and well established!

(Be aware, my points don't necessarilly relate to CarpetRight!)

rickfarrell

ok some news,

I've just had a phone call from "Gary" regional manager. After a bit of argy-bargy, who & whatfor on the phone he's admitted after calling their warehouse, that the carpet was marked up wrong and therefore made it all the way to us without being checked.

He also mentioned that I "must have seen the clear notices on the invoice to 'check your carpet before fitting'" well no actually, until it was pointed out to me. lesson: If you fill the back of an invoice with 800 words of 8pt T&C's I'm probably not going to see a 12 word sentence, am I. Why not make a nice big sticker and stick it on the carpet packaging "Is this the right carpet? double check before fitting".

First up, he said he wanted to rectify the problem, and also stated that this kind of thing happens in 1 of every 2000 orders. Wooo, that's means nothing when you're the 1 though does it. He offered us money back on the wrong carpet which I rejected, and then he immediately offered to re-order the correct carpet, to arrive in 7-10 days, for pick-up and we'll have to re-fit it. which will cost us, as we've already paid for that once. But I thought we'd probably done ok compared to some horror stories I've read.

So If you're thinking of using Carpet Right, keep a close eye on them, double and triple check both the invoice/order and that they supply correct carpet. and if something does go wrong play merry hell, write a "Notice Before Action" letter to the MD and all that. That's what I did on Friday, it's now Monday and they've sorted it out. So fairplay to them.

Rick.

p.s. If I don't post to this thread again then everything went smoothly with the second order!

annebri

we had problems with carpetright not matching a patterned carpet. they agreed that it didnt match but to put it right we would have had to pay extra.they also slightly damaged a newly wallpapered wall. this was with their own fitters.the result was a sorry letter saying they would come and fix it (for a fee of course) we declined and said once is enough to get it right. since then we have had carpets from our small local shop a far better service than carpetright who have the worst customer service ever

Steve_xx

rickfarrell wrote: »

ok some news,

I've just had a phone call from "Gary" regional manager. After a bit of argy-bargy, who & whatfor on the phone he's admitted after calling their warehouse, that the carpet was marked up wrong and therefore made it all the way to us without being checked.

He also mentioned that I "must have seen the clear notices on the invoice to 'check your carpet before fitting'" well no actually, until it was pointed out to me. lesson: If you fill the back of an invoice with 800 words of 8pt T&C's I'm probably not going to see a 12 word sentence, am I. Why not make a nice big sticker and stick it on the carpet packaging "Is this the right carpet? double check before fitting".

First up, he said he wanted to rectify the problem, and also stated that this kind of thing happens in 1 of every 2000 orders. Wooo, that's means nothing when you're the 1 though does it. He offered us money back on the wrong carpet which I rejected, and then he immediately offered to re-order the correct carpet, to arrive in 7-10 days, for pick-up and we'll have to re-fit it. which will cost us, as we've already paid for that once. But I thought we'd probably done ok compared to some horror stories I've read.

So If you're thinking of using Carpet Right, keep a close eye on them, double and triple check both the invoice/order and that they supply correct carpet. and if something does go wrong play merry hell, write a "Notice Before Action" letter to the MD and all that. That's what I did on Friday, it's now Monday and they've sorted it out. So fairplay to them.

Rick.

p.s. If I don't post to this thread again then everything went smoothly with the second order!

Well done. Get the replacement carpet from them, get it ftted and then send them the bill for the fitting.