Carpetright - head office ignoring email complaint and was I lied to by their store?

waterwatereverywhere

Hi,

Please does anyone know a way to get a complaint through to Carpetright's head office? Have raised complaint with branch and asked them to report it to head office and get them to contact me. Nothing. Emailed their head office myself using their online form. Absolutely no response except for an automated reply which shows they did receive my email.

Also the person in store who sold me carpet and fitting told me that the fitting was guaranteed by Carpetright for a year and that even though their fitters are independent if there were any problems we could return to store and Carpetright would put any problems right. I got the person to write this by hand on the receipt she gave us as we didn't want to just take her word for it and weren't 100% sure in what we were being told as we thought that the old Allied guaranteed their fitters whereas Carpetright do not which is why we were concerned about going with them in the first place.

Any direct email addresses/tel nos or tips for getting Carpetright to deal with our complaint would be much appreciated.

On our experience I'd say steer clear of Carpetright. This is advice I was given and wish I'd now heeded.

hollydays

WhY,what's the problem with the fitting,how long after it was fitted did it occur? What is carpetrights response to your issue?

Depending on what you say,have you considered contacting consumer direct?
If you were sold a years guarantee and havent got itr,that may be mis-selling.

Is there more to this you are not telling us?

In your title you say "was I lied to?",well,were you?

pookie222

I too am having difficulties in obtaining satisfaction from CarpetRight's so-called 'customer services'. Having called customer services, I was advised to email their sales director - Christian Sollesse - which I did, but responses are never returned by him. The company appears impenetrable and it is frustrating and time-consuming to continue my dispute, and this I feel, is their objective.

I ordered a lounge carpet in December with the express wish (and their promise) that it would be fitted before Xmas. Existing carpet and furniture was removed the day before fitting was due, exposing the concrete floor. I received a call to say that because of 'impending snow' the carpet would not, after all, be delivered before Xmas. Bearing in mind that there were four working days when the fitting could be carried out, and that snow had not impeded vehicular access to our home for ourselves or any other trades people, I was not impressed. Whilst still on the phone, I made it clear that I wished to cancel the order entirely, and was advised that Head Office would call me that day to discuss this, and that there should not be a problem. I was not called on that day or any day since. All contact with the company has been actioned by myself, calls, emails, trips to the local branch.

We, our staying guests and family, spent Xmas living with an ugly, paint-spattered cold concrete lounge floor, having heaved the furniture back in, and children and babies were unable to crawl around on it.

Twice I was assured verbally that I would receive a refund but this offer has now been recinded, as they say the carpet has been cut and is awaiting delivery. The local branch manager's attitude became rude and dismissive, and he actually said 'we've got your money - there's nothing you can do about it'.

To attempt to cut a long story short - I ordered, and paid for, the carpet over the phone. I have not had an opportunity to view the company's Terms & Conditions, they were not stated verbally, and I have signed absolutely nothing. I have received no paperwork from them, nor even a receipt for my card payment. The only proof that I have dealt with this company is a great hole in my bank account, and no carpet in my lounge.

If there are any 'legal eagles' out there I would be so grateful for any advice. I have exercised my right to cancellation and refund within the '7-day cooling off period' (now, I understand, extended to 3 months due to the fact that I have received no paperwork or goods), as the transaction was conducted over the phone and therefore 'distance selling'.

However, what can I do now, when emails are being ignored and 'customer services' don't want to know? What is my next course of action?

I wish I had had the forethought to research reviews before ordering from this disgraceful company!!

TheSaint_2

I hope you used a credit card! If you did speak to them about doing a chargeback.

Lip_Stick

hollydays wrote: »

WhY,what's the problem with the fitting,how long after it was fitted did it occur? What is carpetrights response to your issue?

Depending on what you say,have you considered contacting consumer direct?
If you were sold a years guarantee and havent got itr,that may be mis-selling.

Is there more to this you are not telling us?

In your title you say "was I lied to?",well,were you?

The OP states that they are having trouble getting a response from Carpetright after contacting their store and head office, and also 'was I lied to?' in the title is a question, so I suspect that they do not know the answer just yet.

justmi

I placed an order instore in Jan, delivery to be with in 7 weeks allowing for bad weather and finance.

Ordered 6 items, 4 seperrate items and then 2 of the same item, for some reason they are unable to deliver 1 of the 2 same pieces and can not/will not deliver the rest!

I paid the first installment by cc and then rest was on finance, have asked them to delivery the full order minus the 2 same items.....but they have to go back to HO to check?

I mean whats to chekc, Im being reasonable and not cancelling the full order, I want part of the order and not the full order as they can not deliver it?

Any help please?

CoolHotCold

justmi wrote: »

I placed an order instore in Jan, delivery to be with in 7 weeks allowing for bad weather and finance.

Ordered 6 items, 4 seperrate items and then 2 of the same item, for some reason they are unable to deliver 1 of the 2 same pieces and can not/will not deliver the rest!

I paid the first installment by cc and then rest was on finance, have asked them to delivery the full order minus the 2 same items.....but they have to go back to HO to check?

I mean whats to chekc, Im being reasonable and not cancelling the full order, I want part of the order and not the full order as they can not deliver it?

Any help please?

The problem is the finance, you can't simply add and subtract items from a finance agreement, usually finance is supplied by a separate company, and you have to go through the finance process again, cancelling the old finance for all the items and taking out a new finance for the new order.

ljbolger1986

We have a similar problem.

We purchased a SUPERKING bed, before the sale we stated the the sales rep, that we wasnt sure if it would fit in our little house, and narrow stairs.
The rep said, that if it doesnt fit, you can have a full refund, but it will fit blah blah blah.
Upon delivery, the bed did not fit, our staircase is too small.
we went back to the shop, where the sales rep said, you can only have store credit, or exchange - well an exchange is no good, because it doesnt fit. store credit is not good, because we wanted a superking - nothing else.
We asked for the full refund which was promised virbaly, hence why we risked entering into a contract because we could have a refund if it didnt fit.
the sales Rep then said "i didnt say you could have a refund" - we had an argument, we got the manager, and obviously the manager backed up his rep, and said it would have to be an exchange.

we contact head office, who said they would look into it, but all they did to investigate, was ask the sales rep if he said he would refund us. we was again declined a refund.

consumer rights states - the virbal contract is legally binding (Great) BUT we need to prove the sales rep said he would refund. i.e a third party, or a recording - obvioulsy we do not have this proof, it was just me and my wife that the sales rep lied too.

Any other suggestions? has anyone else been in this situation?